A Study on CRM Practice of SAS Hyundai

Wrong communication by salesman 6 37

Actual bill exceeding the estimated bill
Fall in performance of the car after service
Delay in handling over the vehicles
Infrastructure
Total
4 25
2 13
3 19
1 6
16 100

Analysis : As 37% respondent replied that the issue/problem faced by them was the wrong
communication by the salesman, whereas 25% of respondent replied that their actual bill
exceeded the estimated bill,13% replied fall in performance of the car after service,19% stated
delay in handling over the vehicles and 6% had issue on infrastructure.

Chart 4.14: Chart showing reasons for complaining.

Issue of Complaint Raised By Respondent

6%
19% Wrong communication by
37%
salesman
Actual bill exceeding the
13%
estimated bill
Fall in performance of the car
25%
after service
Delay in handling over the
vehicles

Interpretation: As majority 37% respondent had problem on wrong communication by sales

man.

Table 4.15: Table showing whether the problem was cleared by the management or not.

Complaint solved In numbers In percentage

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