A Field visit Report ON

CASES IN MARKETING
Submitted to

SAVITRIBAI PHULE PUNE UNIVERSITY

In Partial Fulfilment of the course

BACHELOR OF BUSINESS ADMINISTRATION

2013 Pattern

By

Mr. Sadik Pirsaheb Shaikh

Roll No. 20943013

Under the guidance of

HOD Mr. ANNASO LAWAND

CONQUEST COLLEGE OF ART, COMMERCE AND COMPUTER

STUDIES,

SHELARWASTI, CHIKHLI, PUNE- 411062

YEAR 2020-2021
 DECLARATION

I, the undersigned hereby declare that the project report entitled

“Customer Satisfaction on Social Media Marketing” for “Bootestech-
Digital Marketing Company/ Agency” written and submitted is an original
piece of research work carried out by me under the guidance of
“Jyoti Mane”. The information has been collected from genuine and
authentic sources. The work has been submitted in partial fulfilment of the
requirement of Bachelor of Business Administration to Savitribai Phule
Pune University.

Date: 20 May 2021 Signature

Place: Chikhali, Pune Sadik. Shaikh

 (Company Certificate)

Dear,

Sadik Shaikh,

Sub: Internship Completion Letter

We are pleased to inform you Internship is completed in our organization for a project
“Bootestech” Near Mhalsakant College, Rushabh Corner Apartment, Sector No.28,
Pradhikaran, Nigadi Pune-411033

This is to certify that Mr. Sadik Shaikh has successfully completed Two months
Internship. The candidate in a team has worked and enriched under Real Estate
Projects with Reach JS & Node JS Technologies.
During the period has successfully completed project work titled “Bootestech “.

We congratulate you for internship completion & wish you a long & successful
career. We assure you of our support for your professional development & growth.

Thanking You,
Jyoti Mane,
Co-founder & Business Development Head,
Bootestech
Roll No: 20943013 Exam Seat No: 15993

CONQUEST COLLEGE OFARTS. COMMERCE, AND

COMPUTER STUDIES
CHIKHALI, PUNE-411062

CERTIFICATE OF PROJECT WORK COMPLETION

This is to certify that, Mr. Sadik Pirsaheb Shaikh has been satisfactory
completed, Project Work titled “CASES IN MARKETING” for the partial
fulfilment of T.Y. B.B.A.(Sem-VI) Course of the Savitribai Phule, Pune
University for the academic year 2020-2021.

Subject Teacher HOD Principal

(Mr. Annaso Lawand) (Mr. Annaso Lawand) (Mr. Pradeep Kadam)

Date: 20 May 2021

 Acknowledgement:

I Mr. Sadik Pirsaheb Shaikh, Student of Conquest College of Arts,

Commerce & Computer Studies college, Pune, would like to take this
opportunity to thank Conquest College of Arts, Commerce & Computer
Studies, Pune and Principal Mr. Pradeep Kadam, HOD Mr. Annaso
Lawand and Assistant Professor Ms. Sneha Ballal for providing me the
opportunity to put the theoretical inputs gathered at the institute to
practice.

Thanking You,
Name of Student: Sadik Pirsaheb Shaikh
Year : 2020-21
 INDEX

Sr. No. Topic Pg. No.

1 Executive Summary 1

2 Organizational Profile 2-8

a. General Information of Company

b. Company Profile

c. Product Profile

d. Organizational Chart

3 Introduction to the project 9

4 Objectives of the project 10

5 Scope of the project 11

6 Limitation of the project 12

7 Literature Review 13-14

8 Research Methodology 15-18

9 Data Analysis and Interpretation 19-26

10 Findings of the project 27

11 Suggestions of the project 28

12 Learning through the project 29

13 Conclusion 30

14 Bibliography and reference 31

15 Questionnaire 32-33
 Executive summary

Social Media has gained acceptance and prominence at a very fast pace. It has
become an avenue to share one’s personnel and professional life. Earlier social media was only
used as a platform to express about one self, to upload photos and videos and to stay in touch
with friends and family members etc. But now due to the rapid technological advancement,
globalization and outbreak in E-Commerce sector, social media has become more dynamic and
commercialized. Thus, it has become a substantial platform to the businesses to carry out their
marketing campaign. The use of social media as a marketing tool is already implemented by
many businesses. The present aim at examining the “Customer Satisfaction on Social Media
Marketing of Bootestech- Digital Marketing Company/ Agency”. The importance of the
study is emphasized by the fact the “Customer Satisfaction is person feelings or disappointment
resulting from comparing a products or services performance in relation to his/her
expectations”. It is the key to generate the high customer loyalty.

The measures the Customer satisfaction level research survey was conducted with
sample size of 20. The data collection methods and the implementation plan remained the same
from the very beginning to the end of the process. The Collection of data was fluent and fairly
easy to collect and good connections with the respondent. The information is collected with
the help of questionnaire and through personal interview and study is revealed that the most of
the customers are highly satisfied with the services.

1
 Organization Profile

a) Information
As it is said marketing things starts with the human need & want this project is concerned with
finding the behaviour and satisfaction of customer and analyses them. Customer satisfaction
and behaviour for observing the strategy planning, finding market need & promotion has done
after opening the store & customer response. Reports also include some suggestion &
recommendation from me after analysing & interpreting all information & data.
The company are targeting investors who want to increase their brand value via Digital way.
And yes, Bootestech helps them to increase their brand value by 65%.
They are a leading Internet marketing services provider that offers a complete package of
outstanding services includes Mobile App Development, and Digital Marketing. By putting
extraordinary efforts in digital solutions, we are well accepted by a lengthy list of clients, and
we received their true testimonial which are greatly influence our digital activity.

b) Company Profile:
Name of the company is “Bootestech - Digital Marketing Company / Agency”. It wanted
to stand out Just like our strategy, Development, and Creativity. It also wanted Clients will be
benefited and their team has a common passion. A passion to make things extraordinary.
With a team of experts started from 2017 four years young and about 50+ projects delivered
successfully, and planning technically diverse in 2021 with Pvt ltd recognition where trust
and result are the main achievement. It is located in Nigadi, Pune.

❖ Bootestech
Near Mhasalkant College, Rushabh Corner Apartment, Sector No. 28, Pradhikaran, Nigadi,
Pune - 411 044. Maharashtra (India)
Website: www.bootestech.in
Email: sales@bootestech.in

2
 c) Services Profile:

Digital Marketing Search Engine Optimization

Social Media Marketing Pay Per Click

E-Mail Marketing Reporting and Analytics

3
 Social Media Marketing

Social Media is emerging platforms for all industries by using the right lock and key strategy
grow your social media presence and make more engagement with your services or products
by social media marketing and scale your growth in the upcoming year.

Here's how Social Media Marketing Experience Platform helps you to continuously improve
your Business.

Social media is becoming one of the most important aspects of digital marketing, which
includes incredible benefits that help reach millions of customers worldwide. And if you are
not applying this profitable source, you are missing out on an incredible online marketing
opportunity, as it makes it easy to improve your product and mission. Simply we can say
What Benefited you Improved Brand awareness Cost-Effective Engagement with your target
customers Customer satisfaction Increases brand loyalty.

❖ Social Media Services:

• Facebook: Coming in at over 1.3 billion users, Facebook is the most popular social
media network. It's a great place to share rich visual content, and target new users
through affordable and effective targeted advertising.
• Pinterest: Pinterest is another great channel for your clients to promote their
products.
• Twitter: Twitter users exchange content with their followers, who can then share
with their followers, and so on. This makes Twitter particularly amenable to growing
your client’s social reach.

4
 • Google: Google profiles have a role in Google search results, having a solid presence
on Google is a great way to create extra SEO juice for your client’s store.
• LinkedIn: LinkedIn is known as a professional network and is especially popular
with businesses selling to other businesses. Like Facebook and Twitter, LinkedIn lets
you promote posts to reach audiences not currently following you.
• Instagram: Brands take advantage of Instagram’s highly visual community to
connect directly with their audience. Instagram is also a great platform for visual
marketing campaigns. While you can’t share links on Instagram in posts, you can use
it to get your brand discovered, and share your website URL in your Instagram
profile.

For any industry growth is a major concern, but at Bootestech design social media marketing
strategy based on market research and helps to increase your growth by catchy and attractive
content. It has an expert team of social media marketing experts and they know well about the
market and trends.

▪ Vision: With the highest skilled professional standards, we work towards taking the
online marketing to the next level.
▪ Mission: To deliver services more effectively & efficiently with the highest levels of
Creativity, Quality, and technology Beyond the expectation to improve your
performance.
▪ Values: We are a strong value-based company that focuses on its values; our values
show what you should expect best from the team of Bootestech when you are ready to
work with us.

5
❖ Services offered to grow client’s reach

Growing client’s Instagram, Facebook, or Twitter following ensures more people land
on website and hopefully convert into paying customers. The larger the following, the
more social media can be used to find prospects, drive leads, sell products, and shape
a brand image. Here are six social media services offered to grow client’s following.

• Develop a content strategy: There are lots of ways to be creative and effective on
social media including visual campaigns, contests, and blogging relevant and fun
content.
• Creating engaging content: Building trust with audience that need to provide
content that is honest, interesting and of value to them. One way it is done that this is
to offer to write blog posts that enrich client’s customers’ and prospects lives through
lifestyle tips or humour, rather than a direct sales pitch.
• Set up a dashboard to follow influencers, competitors, and customers: Find and
follow influencers in client’s industry or niche. Once have a list of people who are
thought leaders, present the findings to the client and encourage them to engage and
meaningful connections. At every opportunity, ask influencers to share products or
refer their followers to the client’s store. Influencers who share the content
dramatically increase client’s organic reach.
• Preschedule content for multi-channel sharing: Scheduling helps client maintain a
steady flow of content so they are continually driving traffic to their online store from
many different places.
• Track and measure success: Now that listening, strategizing, engaging, and driving
traffic back to client’s website, it’s time to start measuring success so we can create
detailed reports to send back to the clients. Once collected enough data, then we send
clients recommendations for areas they can improve in or notify them of their
successes.

6
 ❖ Story of Bootestech

It diversified to technologies and marketing strategy to deliver world-class business solutions to their
clients.

▪ 2017- How it started: Thought big and planned for something innovative and make
an initial team of experts in digital solutions.
▪ 2018- Nest for Best: Officially setup at digitally crafted big office which are suited
for their technical needs.
▪ 2019- Team victory: The team of Bootestech expands and with amazing strategy and
efforts new clients come on board.
▪ 2020- Appreciations: In 2020 deliver best and appreciated by list of clients despite
pandemic impact.
▪ 2021- Future focus: With this year making plans for 2021 and recognizing as Pvt
Ltd. When it comes to prioritizing more and more customer satisfaction and grow
potentially by both sides.

Bootestech have much planned for the future by putting extraordinary efforts in digital
solutions to make a dynamic digital world and consistent in result driven.

7
d) Organization Chart

8
 Introduction to Project

Social media have provided new opportunities to customers to engage on internet

interactions. Customers use social media, to generate content and to communicate with other
users. The study of social media can also identify the advantages to be gained by business. A
lot of companies around the world have built special teams to manage their works on the
internet; even a lot of these companies made a social media department that work with the
other departments in a cooperative way. Brand image and customer satisfaction, as we
recognize these two components have a strong link between each other, in order to get the
main objectives of any corporate. Firms now focus on their customers by building real strong
relationships, in order to reach a loyal consumer who, respect and defend the brand.

Human beings are social animals that love to talk, share and interact with each other through
different mediums possible. The extensive use of Web 2.0 has enabled people to connect and
share with their offline social networks also online. People can use blogs, pictures, personal
websites, videos or audios to express themselves. Thus, they have access to the mainstream
media.

Online social media is the category of online media where people talk, participate, share,
network and bookmark online. Most of the social media services encourage discussions,
feedbacks, and voting, commenting and sharing information from all the interested parties.
Thus, online social media is fusion of technology and social behaviour. Online social media
encourages people to interact also with people from other communities. They provide
platforms for brands to engage with prospective new customers, advocate branding, as well
as built brand awareness among the different communities. As discussed earlier, companies
can track the insights of the consumers thinking which was once available only through
market research. Thus, online social media help brands to identify consumers’ preferences,
their opinions and perceptions of the brand. The users of online social media also voluntarily
share their preferences online, thus unknowingly giving real insights into the brand choice.

9
 Objectives of the Project

• To study the Customer Satisfaction on Social Media Marketing of Bootestech.

• To ascertain whether the customers are satisfied with the existing services.

• To study the reaction and responses of customers towards the services.

• To understand the expectations and requirements of the customers.

• To determine how well the company is able to fulfil the expectations of their customers.

• To understand how social media marketing helps the customers to enhance their brand
existence and awareness.

• To understand the foundation knowledge of consumer perception towards social media

Marketing.

• To understand in which way social media marketing affects the buying process of
customers.

• To identify the effects of branding in social media.

• To identify and analyse the pros and cons involved in social media marketing.

• To compare and contrast social media marketing with traditional marketing.

10
 Scope of the Project

• The scope of study is wide and expanding. It was aimed at Customer satisfaction level
and their feedback, which would be beneficial to Bootestech.
• This project duration is 2 months. This study is confined to the PCMC area at Pune
District. In this study 20 respondents were taken.
• The interviewees were the customers who purchased services from Bootestech. This
project done under college guide and company guide.
• In this project main focus is to find out customer satisfaction level of Bootestech. Also,
in this project apart from this title the overall study of sales activity study.
• In this period, I took initiative and make sales and try to identify what types of customer
is coming and understand how to make customer satisfied.
• Also, in this project the various marketing related activities is done. I got many
practical knowledges as well.

11
 Limitations of the Project

• Small sample size.

• Respondents not so much responsive.
• Confidential data is not available on the internet.
• Cannot access every possible piece of information.
• As it’s a small scale much information is not available.
• Customers are the clients of the company so they were not much interested to
participate in answering the questions.
• Company didn’t disclose internal information as well as unique marketing
strategies.

12
 Literature Review

Literature review is the concept of customer-oriented service marketing and research method.
Customer survey was conducted by questionnaire. The questionnaire aims to find out customer
satisfaction and service provided to the customer. Quality service is the basic factor to build
customer relationship. The review of literature indicates that the successful organization could
achieve by effective management of capacity and demand, competitive service price and
positive brand identify among customers in service-oriented marketing.

In today’s technology driven world, social networking sites have become an avenue where
retailers can extend their marketing campaigns to a wider range of consumers. Social media
marketing as a “connection between brands and consumers, while offering a personal channel
and currency for user centred networking and social interaction.” The tools and approaches for
communicating with customers have changed greatly with the emergence of social media;
therefore, businesses must learn how to use social media in a way that is consistent with their
business plan. This is especially true for companies striving to gain a competitive advantage.
This review examines current literature that focuses on development and use of social media
as an extension of their marketing strategy.

▪ What is Customer Satisfaction?

Customer satisfaction is a term frequently used in marketing. It is a measure of how products

and services supplied by a company meet or surpass customer expectations. Customer
satisfaction is defined as the “Number of customers or percentage of total customers, whose
reported experience with a firm, its product or its services exceeds specified satisfaction goals”.
It is vital for any business to be aware of the factors that affect consumer attitudes and motives
because consumers are increasingly creating content about brands, something previously
controlled solely by companies. As a result, current research has examined what aspects of
social media sites affect consumer attitudes and motives. Some research examined the link
between Facebook brand related group participation, advertising responses, and the
psychological factors of self-disclosure and attitudes among members and non-members of
Facebook groups. The study determined that users who are members of groups on Facebook
are more likely to disclose their personal data than non-members are.

13
Customer satisfaction, in its simplest form, is the relationship of perceive performance to
expectations satisfied customers lead to long term business viability through repeat purchases,
brand loyalty and word of mouth referrals. Satisfaction and dissatisfaction can coexist for the
same purchase experience. Person can be dissatisfied with the product and the service received.
The dissatisfaction leads the person to tell others the poor information and service that they
receive about the product. Measuring satisfaction in service delivery has additional challenges
as there is an interaction between service provider and consumer.

In a competitive market place where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business strategy.
Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace. Customer satisfaction
is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction
will vary from person to person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables which correlate with
satisfaction behaviours such as return and recommend rate. The level of satisfaction can also
vary depending on other options the customer may have and other products against which the
customer can compare the organization's products.

▪ Why Customer Satisfaction is vital?

1. It helps to measure customer interest and loyalty.

2. It helps in identifying unhappy customers.

3. Customer satisfaction keeps any brand ahead of competitors.

4. It promotes customer retention.

5. It reduces negative word of mouth.

6. It’s cheaper to retain customers than acquire new ones.

14
 Research Methodology

Research is the process of discovering new knowledge. This knowledge can be either the
development of new concepts or the advancement of existing knowledge and theories, leading
to a new understanding that was not previously known. Different researchers have defined
research in various ways due to its wide scope. But, in general, research can be defined as a
scientific process where new facts, ideas and theories are established and proved in different
areas of knowledge.

Research can be carried-out using various methods and techniques which are collectively called
as research methods. Research methods are tools and techniques for analysing and collecting
data so that meaningful outcomes can be extracted from the problem being studied. ‘Research
Methodology’ can be defined as the scientific procedure to solve various problems related to
research.

❖ Types of Research Methods:

Business research methods can be defined as “a systematic ad scientific procedure of
data collection, compilation, analysis, interpretation, and implication pertaining to any
business problem. Types of research methods can be classified into several categories
according to the nature and purpose of the study and other attributes.

A. General Classification of Types of Research Methods:

▪ Quantitative research: “Quantitative research describes, infers, and resolves
problems using numbers. Emphasis is placed on the collection of numerical
data, the summary of those data and the drawing of inferences from the data.”
▪ Qualitative research: Qualitative research on the other hand, is based on
words, feelings, emotions, sounds and other non-numerical and unquantifiable
elements. It has been noted that “information is considered qualitative in nature
if it cannot be analysed by means of mathematical techniques. This

15
 characteristic may also mean that an incident does not take place often enough
to allow reliable data to be collected.”

B. According to Nature of the Study:

▪ Descriptive research: Descriptive research usually involves surveys and

studies that aim to identify the facts. In other words, descriptive research mainly
deals with the “description of the state of affairs as it is at present”, and there
is no control over variables in descriptive research.
▪ Analytical research: Analytical research, on the other hand, is fundamentally
different in a way that “the researcher has to use facts or information already
available and analyse these in order to make a critical evaluation of the
material.”

C. According to the Purpose of the Study: According to the purpose of the

study, types of research methods can be divided into two categories: Applied research
and fundamental research. Applied research is also referred to as an action research,
and the fundamental research is sometimes called basic or pure research.

D. According to Research Design: On the basis of research design the types of

research methods can be divided into two groups – exploratory and conclusive.
Exploratory studies only aim to explore the research area and they do not attempt to
offer final and conclusive answers to research questions. Conclusive studies, on the
contrary, aim to provide final and conclusive answers to research questions.

❖ Data collection sources

▪ Primary Data: Primary data is a type of data that is collected by researchers directly
from main sources through interviews, surveys, experiments, etc. Primary data are
usually collected from the source—where the data originally originates from and are
regarded as the best kind of data in research. Primary data is collected by the random

16
 sampling method. Here we have randomly interviewed 20 customers through
Questionnaire and personal interview and collected the primary data.
▪ Secondary Data: Secondary data is a data that has been previously collected by and
is quite readily obtainable from other sources. This data is cheaper and more quickly
accessible than the primary data. Common sources of secondary data include various
published or unpublished data, books, magazines, newspaper, trade journals etc. Here
the secondary data collected are from company information and internet.

❖ Survey Techniques

Sampling is a method that allows researchers to infer information about a population based on
results from a subset of the population, without having to investigate every individual.
Reducing the number of individuals in a study reduces the cost and workload, and may make
it easier to obtain high quality information, but this has to be balanced against having a large
enough sample size with enough power to detect a true association.

▪ Personal Interview: Questions are asked personally directly to the respondent. A

researcher can design his/her survey in such a way that they take notes of the comments
or points of view that stands out from the interviewee.

▪ Telephone Interview: The interviewer communicates with the respondent on

the telephone in accordance with the prepared questionnaire.

▪ Questionnaire: It is the most commonly used instrument in collecting primary data. A

questionnaire consisting of set of questions presented to a respondent for his/her
answer. The questionnaire is very flexible in the sense that there are many ways to ask
questions.

17
 ❖ Method of Sampling

Convenience sampling is a type of nonprobability sampling in which people are sampled

simply because they are "convenient" sources of data for researchers. As many customers are
not interested or unable to fill the questionnaire due to some reasons so the customers who are
available and convenient to respond are the respondents for this study.

▪ Sample size
The sample size for the study considered were 20 respondents. Because many
customers are not interested to fill the questionnaire.

▪ Sample Unit
Customers of Bootestech.

❖ Research Design

• Tools of primary data collection: Survey through questionnaire.

• Sampling technique: Convenience sampling.

• Source of collecting data is from primary and secondary data.

• For this research, sample of 20 customers were taken.

• A questionnaire was designed, which includes closed ended questions.

• Total number of questions for my research study is 15.

18
 Data Analysis and Interpretation

1. Which of the following words would you use to describe our services?
Options Responses Percentage
Great 16 80%
Life-saving 2 10%
Fine 2 10%
Poor 0 0
Total 20 100%

Life- Fine Poor

saving 10% 0%
10%

Great
80%

Interpretation: According to the research conducted of 20 customers.80% of the

respondents that is 16 customers describe the services as a great service. And rest 4
respondents describe the services as fine and life-saving respectively.

2. How well does our services meet your needs?

Options Responses Percentage
Very well 17 85%
Fine 3 15%
Badly 0 0
Total 20 100%

Fine Badly
15% 0%

Very
well
85%

Interpretation: According to the responses the services met the highest needs of customers
is 85% and 15% respondents are fine with the services. Therefore, the services met the
highest needs of the customers.

19
3. Which function boosted your company image?
Options Responses Percentage
Sharing 9 45%
Persuasion 3 15%
Observation 6 30%
Linkage 2 10%
Total 20 100%

Linkage
10%
Sharing
Observatio 45%
n
30%

Persuasion
15%

Interpretation: 45% of the respondent’s company image boosted through sharing function.
30% from observation and rest 15% and 10% from persuasion and linkage respectively.

4. In which networking site does your brand image got enhanced?

Options Responses Percentage
Facebook 9 45%
LinkedIn 1 5%
Twitter 2 10%
Instagram 7 35%
YouTube 1 5%
Total 20 100%

YouTube
5%
Instagram Facebook
35% 45%

LinkedIn Twitter
5% 10%

Interpretation: According to the above data 45% of the respondent’s brand image got
enhanced through Facebook, 35% through Instagram, 10% from Twitter and 5% from
YouTube and LinkedIn. Therefore, Facebook has enhanced the highest number of brand
image.

20
5. How was the quality of our services?
Options Responses Percentage
Excellent 14 70%
Good 6 30%
Bad 0 0
Total 20 100%

Bad
Good 0%
30%

Excellent
70%

Interpretation: 14 respondents’ find the quality of the services excellent. And rest 30% find
the quality good of the services.

6. Do our services met all your expectations regarding promotions of your brand?
Options Responses Percentage
Yes 20 100%
No 0 0
Total 20 100%

No
0%

Yes
100%

Interpretation: 100% of the customers expectations met by the services regarding promotion
of the brand.

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7. If yes, then what are the reasons that met your expectations?
Options Responses Percentage
Growing brand 10 50%
awareness
Increase in traffic 0 0
Customer engagement 8 40%
Revenue generation 2 10%
Total 20 100

Revenue
generation
10%
Growing
brand
Customer
awareness
engagement 50%
40% Increase in
traffic
0%

Interpretation: The highest expectations met through the services is growing brand
awareness of 50% of the customers. The second highest is 40% of customer engagement,
then 10% is of revenue generation.

8. Do you think the services offered were worth purchasing?

Options Responses Percentage
Yes 20 100%
No 0 0
Total 20 100%

No
0%

Yes
100%

Interpretation: 100% of the customers feel that the services purchased are worth purchasing.

22
9. What reason made you to like or join with our company?
Options Responses Percentage
Cost reduction 1 5%
Quality 9 45%
Better service 7 35%
Trust and attachment 3 15%
Total 20 100%

Trust and Cost

attachment reduction
15% 5%

Quality
Better 45%
service
35%

Interpretation: The customers like to join our company because of high quality i.e., of 45%
of respondents like the quality of the services. Also 35% respondents join because of better
service and also there are 15% customers has trust and attachment towards the company.

10. How likely are you to buy again from us?

Options Responses Percentage
Very likely 14 70%
Likely 6 30%
Not likely 0 0
Total 20 100%

Not Likely
Likely 0%
30%

Very likely
70%

Interpretation: 70% of the respondents are very likely to make purchases further.

23
11. What is the reason for such engagement?
Options Responses Percentage
Promotional offers 10 50%
Brand recognition 9 45%
After sales services 1 5%
Total 20 100%

After sales
services
5%
Promotional
Brand
offers
recognition
50%
45%

Interpretation: 50% reason for engagement is due to promotional offers. 45% are for brand
recognition and 5% is for after sales services.

12. Do you think there is timely delivery of services?

Options Responses Percentage
Yes 19 95%
No 1 5%
Total 20 100%

No
5%

Yes
95%

Interpretation: 95% of the respondents think there is timely delivery of services.

24
13. How responsive have we been to your questions or concerns about our services?
Options Responses Percentage
Very responsive 19 95%
Usually responsive 1 5%
Not responsive 0 0
Total 20 100%

Usually Not
responsive responsive
5% 0%

Very
responsive
95%

Interpretation: The company is very responsive according to 19 customers.

14. How would you rate the value for money of the service?
Options Responses Percentage
Good 20 100%
Average 0 0
Bad 0 0
Total 20 100%

Bad Average
0% 0%

Good
100%

Interpretation: According to 100% customers the value of money they paid for the services
are good.

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15. Are you overall satisfied with our services?

Options Responses Percentage

Highly satisfied 13 65%
Satisfied 7 35%
Dissatisfied 0 0
Highly dissatisfied 0 0
Total 20 100%

Dissatisfied Highly
0% dissatisfied
Satisfied
0%
35%

Highly
satisfied
65%

Interpretation: According to the above data 35% of the respondents are satisfied. And 65%
of the respondents are highly satisfied with the services. There are no respondents who are
dissatisfied and highly dissatisfied.

26
 Findings

• According to the whole study it has been found that the customers are satisfied with the
services offered by the Bootestech.

• The customers feel the services offered are very great.

• Overall, 85% of the customer’s needs and expectations are fulfilled by the services
offered.

• Functions such as sharing, observation has boosted the customers brand image.

• Facebook and Instagram are the highly two social media sites that enhance the brand
name and awareness.

• According to the customers the quality of the services is excellent.

• Regarding the promotion of the customer brand the services offered by the Bootestech
company met the expectations of the customers.

• Also, the reasons for the enhancement of company brands are growing brand awareness
of the customers, revenue generation, customer engagement.

• Also, the customers feel that the purchase made by them are worth of it and also they
think there is a timely delivery of services.

• Overall, 65% of the respondents are highly satisfied with all the services.

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 Suggestions

• There should be more variety of services available to attract a greater number of

customers.

• Among 20 customers there is a one customer who feels there is no proper timely
delivery of services so as to protect the company image there should be proper time
management for every delivery of services.

• There services shouldn’t get only satisfied remark from the clients it should always
get highly satisfied remarks for which there is a need for improvement.

• The company should focus and improve its after sales services.

• 30% of the clients are only likely to make purchases further so there is a need to
provide best services so that the customers become confirm to make each purchase.

• Also, there is a need for cost reduction in the operation of the services.

• The company need to focus on increasing client’s traffic and as well as revenue. The
company should also need to focus on YouTube and Twitter to promote the brands of
their clients.

• The company should also focus in persuading the clients and retain them for a long
time.

• Also, efforts should be taken to satisfy all the needs and expectations of the clients so
that the company can retain a great number of customers.

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 Learning through the Project

• Social media marketing is an ideal, cost effective and diversified marketing platform.
The right way of using social media will give business the potency.

• On the other hand, user privacy, purpose of social media, engagement, level of ad
campaign etc. should be given utmost consideration as well.

• The customers are ready to purchase the services but are expecting valuable services.

• The clients or the customers are very satisfied with the services.

• Interactions with the customers helped to know the customers expectation and actual
wants.

• Also, the customers are very satisfied with the quality of the services which led to
enhance their brand awareness.

• I got to know different expectations of the clients which helped me to boost my

confidence while interacting with them.

• The project was very interesting and helped me to gain theoretical as well as practical
knowledge.

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 Conclusions

• According to the study I conclude that the Bootestech- Digital Marketing Company /
Agency satisfies the customer need and the expectations very well. The clients or the
customers are overall satisfied with the services. But there is a need for adding more
services to the customers so that they stick to the company for longer period of time.

• The company is trying many possible ways to fulfil all its customers’ needs and wants.
Also, the company is very responsive to its clients.

• This project has helped me to conduct a proper survey and how to do a research and
also how to explore the needs and wants of the clients.

• Also, this project helped me to interact with the clients or customers know their
expectations and how the services benefitted them.

• The project has helped the company to know the satisfaction of its customers and their
preferences.

• With this survey the company can find out the possible gaps that can be filled to enhance
customer wants and all the obstacles can be overcome with possible solutions.

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 Bibliography and Reference

▪ https://digitalcommons.uri.edu/cgi/viewcontent.cgi?article=1001&context=tm
d_major_papers

▪ https://www.shopify.com/partners/blog/81557894-6-social-media-services-
you-can-offer-to-your-clients

▪ https://www.discoverphds.com/blog/what-is-research-purpose-of-research

▪ https://medium.com/@wishdesk.com/6-reasons-why-customer-satisfaction-is-
important-69900307b9ed

▪ https://bootestech.in/

▪ Customer Satisfaction and Loyalty Measurement- Nigel Hill and Jim

Alexander
▪ A Quick Start Guide to Social Media Marketing- Neil Richardson

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 Questionnaire

1. Which of the following words would you use to describe our services?
a) Great
b) Life-saving
c) Fine
d) Poor
2. How well does our services meet your needs?
a) Very well
b) Fine
c) Badly
3. Which function boosted your company image?
a) Sharing
b) Persuasion
c) Observation
d) Linkage
4. In which networking site does your brand image got enhanced?
a) Facebook
b) LinkedIn
c) Twitter
d) Instagram
e) YouTube
5. How was the quality of our services?
a) Excellent
b) Good
c) Bad
6. Do our services met all your expectations regarding promotions of your brand?
a) Yes
b) No
7. If yes, then what are the reasons that met your expectations?
a) Growing brand awareness
b) Increase in traffic
c) Customer engagement
d) Revenue generation
8. Do you think the services offered were worth purchasing?
a) Yes
b) No

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9. What reason made you to like or join with our company?
a) Cost reduction
b) Quality
c) Better service
d) Trust and attachment
10. How likely are you to buy again from us?
a) Very likely
b) Likely
c) Not likely
11. What is the reason for such engagement?
a) Promotional offers
b) Brand recognition
c) After sales service
12.Do you think there is timely delivery of services?
a) Yes
b) No
13. How responsive have we been to your questions or concerns about our services?
a) Very responsive
b) Usually responsive
c) Not responsive
14. How would you rate the value for money of the service?
a) Good
b) Average
c) Bad
15. Are you overall satisfied with our services?
a) Highly satisfied
b) Satisfied
c) Dissatisfied
d) Highly dissatisfied

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THANK YOU

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