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CUSTOMER RELATIONSHIP MANAGEMENT

ASSIGNMENT # 2

A MARKET RESEARCH ON CUSTOMER EXPERIENCE AND CUSTOMER RELATIONSHIP MANAGEMENT AT DAL ROTI EXPRESS

Submitted by, Jai Kishan C Satheesh Kumar K Varun Rakesh

DEPARTMENT OF FASHION MANAGEMENT STUDIES NATIONAL INSTITUTE OF FASHION TECHNOLOGY, CHENNAI

ABOUT THE RESTAURANT DAL ROTI EXPRESS Dal Roti Express, a North Indian cum Fast food joint situated in LB Road close to thiruvanmiyur signal. It offers varieties of North-Indian, Chinese food both in Vegetarian & Non-vegetarian cuisine. The stimuli behind opening up this store is to attract the Students and professional who all from North-India specially roti eating areas. Most of the students are from National Institute of Fashion Technology, Taramani, Chennai. Which is situated close to this restaurant. Most of the students who come here to have good North Indian food as been away from their home far. They also offers home delivery to the following places. Adyar SRP Tools Kottivakkam

Earlier it was named as Food Plaza been getting poor response from people they have renamed it to Dal Roti Express , shown good result in Customer foot falls as well the sales. Restaurant opening time : 12.00 pm to 3.00 & 7.00 to 10.30 pm

DISCUSSION WITH SHOPKEEPER


Target Customers Students, Working Professionals Floor size 400 sq.ft Total Employees 12 Total sales ( Weekdays 12-15 thousand, Weekend 15-20 Thousand ) Total sales = 65% from Shop Dining + 35% from Home Delivery Profit margin 25% 3-4 thousand of Total sales from NIFT Students Competitors Punjabi dhaba, Rasoi in Thiruvanmiyur

CUSTOMER FEEDBACK ABOUT THE RESTAURANT

Hygienic & Healthy Good quality at Affordable price

Free home delivery is good Special thali is good Less items in Non-Vegetarian Nearest North-Indian restaurant Good service Worth for money

AVAILABLE MENU

RESTAURANT ATMOSPHERE

NATIONAL INSTITUTE OF FASHION TECHNOLOGY, CHENNAI

DEPARTMENT OF FASHION MANAGEMENT STUDIES Customer satisfaction DHAL ROTI EXPRESS- Chennai Dear all, We are the students of Master of Fashion Management in NIFT, Chennai. This is a survey for analysing the customer satisfaction in DHAL ROTI EXPRESS. It is being done as a part of course curriculum (Customer Relationship Management) of NIFT. Kindly participate in the survey and help us to complete this survey.

1. How often do you eat here? [ ] 1-3 days a week [ ] 3-5 days a week [ ] All days

2. Are you satisfied with menu provided in the Hotel? [ ] Yes [ ] No

3. Is the Quality of the food meeting your expectation? [ ] Yes [ ] No

4. What is your opinion about Customer Service? [ ] Poor [ ] Fair [ ] Good [ ] Excellent

5. Please rate the following parameters when canteen is considered? (5- Very Good, 4- Good, 3- Fair, 2- Bad, 1- Very Bad) Price Quality of food Cleanliness Variety Service 5 5 5 5 5 4 4 4 4 4 3 3 3 3 3 2 2 2 2 2 1 1 1 1 1

6. Give your suggestions about this Hotel? __________________________________________________________________________ ___________________________________________________________________________

BAR CHARTS

Total Population = 30 FREQUENCY OF VISIT


1 6 1 4 1 2 1 0 8 6 4 2 0 1 daysa w ek -3 e 3 daysa w ek -5 e A days ll

frequency of V isit

SATISFIED CUSTOMERS
3 0 2 5 2 0 1 5 1 0 5 0 S atisfaction Y es No

OPINION ABOUT CUSTOMER SERVICE


14 12 10 8 6 4 2 0 Opinion P oor F ir a G ood E ellent xc

OVERALL PERFORMANCE AGAINST CANTEEN

1 6 1 4 1 2 1 0 8 6 4 2 0

P rice Q lityof food ua C nliness lea Va riety S ervice Very Good Good F ir a Bd a Very ba d

INFERENCE