A SUMMER INTERNSHIP PROJECT

ON

CUSTOMER SATISFACTION OF
GROW UP ADVISORY PVT. LTD.

SUBMITTED BY:
SUBMITTED TO,
UMANG SANGHI FACULTY
GUIDE:
BBA 5E PROF. A.
SHAKUNTALA
 INTRODUCTION
TO THE TOPIC

• CONSUMER SATISFACTION REFERS TO THE EXTENT TO WHICH CONSUMERS

ARE HAPPY WITH THE PRODUCTS AND SERVICES PROVIDED BY A BUSINESS.

• TODAY’S WINNING COMPANIES ARE THOSE WHO SUCCEED BEST IN

SATISFYING AND INDEED DELIGHTING THEIR TARGET CONSUMERS. THEY
PAY EXTREME ATTENTION TO QUALITY AND SERVICE, TO MEET AND EVEN
EXCEED CONSUMER’S EXPECTATION.

• THE COST OF ATTRACTING A NEW CONSUMER MAY BE FIVE TIMES THE COST
OF KEEPING THE CURRENT CONSUMER HAPPY. THEREFORE, THE
COMPANIES INTEND TO DEVELOP STRONGER BONDS AND LOYALTY WITH
THEIR CONSUMERS.
 INTRODUCTION
TO THE COMPANY
GROWUP ADVISORY IS AN ADVISORY FIRM
THAT PROVIDE FRESHERS AND
EXPERIENCED EMPLOYEES WITH
EXTREMELY PROFESSIONAL TRAINING
WITH SPECIAL PROVISION FOR UNIQUELY
DESIGNED COURSES. WE ARE
ORGANIZATION COMPLEMENTATION
INDIA’S SELF-SUPPORT OR POPULARLY
KNOWN AS SKILL INDIA BY EMPOWERING
THE INDIAN YOUTH THROUGH THE
EFFECTIVE COMMUNICATIONS, FINANCIAL
LITERACY, SKILL DEVELOPMENT
ACTIVITIES WHICH WILL HELP WHICH
WILL HELP HEM CANNEL THEIR ENERGY,
EFFORT AND PASSION TO THE RIGHT AREA.
 OBJECTIVES OF THE STUDY
1. TO KNOW THE LEVEL OF CUSTOMER
SATISFACTION OF ITS CONSUMERS REGARDING
THE SERVICES PROVIDED BY GROWWUP
ADVISORY.

2. TO UNDERSTAND THE OPERATIONS OF

GROWWUP ADVISORY.

3. TO PROVIDE RELEVANT CHANGES THAT ARE

REQUIRED IN THE MARKETING STRATEGIES OF
THE FIRM.
 RESEARCH METHODOLOGY

DATA COLLECTION METHODS

THE FOREMOST DATA COLLECTION INSTRUMENT USED IS
THE QUESTIONNAIRE METHOD. THE QUESTIONNAIRE HAS
BEEN DESIGNED WITH BOTH OPEN ENDED AND CLOSED
ENDED QUESTIONS. APART FROM THIS, THE RESEARCH
INSTRUMENT CONSISTS OF PRIMARY AND SECONDARY DATA
COLLECTED FOR THE STUDY.
PRIMARY DATA:
FIRST HAND INFORMATION IS OBTAINED BY DISTRIBUTING
PRINTED QUESTIONNAIRE. DATA WAS ALSO OBTAINED FROM
THE OBSERVATION AND INTERVIEW TECHNIQUE.
SECONDARY DATA:
HERE THE INFORMATION IS OBTAINED FROM THE BROCHURE
OF GROWWUP ADVISORY, WEBSITES, JOURNALS, MAGAZINES,
 LIMITATIONS OF THE STUDY

· CERTAIN OPEN-ENDED QUESTIONS HAVE BEEN PUT IN THE

QUESTIONNAIRE TO GIVE RESPONDENTS FREEDOM TO EXPRESS
THEIR PERCEPTION.

· THIS STUDY IS LIMITED TO THE AMOUNT OF INFORMATION

AVAILABLE ABOUT THE COMPANY ON THE INTERNET.
 DATA INTERPRETATION
1. HOW DO YOU RATE THE PRODUCT AND SERVICES
PROVIDED BY GROWWUP AND OTHERS?
A. EXCELLENT
B. GOOD
C. POOR
FROM THE ABOVE IT IS EASILY UNDERSTOOD THAT 25% OF
THE RESPONDENTS THIN THAT THE SERVICES ARE EXCELLENT,
55% OF THE RESPONDENTS THINK THAT THE SERVICES ARE
GOOD, AND 20% RESPONDENTS THINK THAT THE SERVICES
ARE POOR AND NEED TO BE IMPROVED. OVERALL WE GOT A
POSITIVE RESPONSE AND PEOPLE WERE SATISFIED WITH THE
CONSULTANCY AND ADVICES PROVIDED.
2. ARE THE SERVICES PROVIDED BY GROWWUP OR OTHER
STARTUPS AT PAR WITH THE MARKET LEADERS?
A. AGREE
B. STRONGLY AGREE
C. DISAGREE
D. STRONGLY DISAGREE
FROM THE ABOVE IT IS EASILY UNDERSTOOD THAT 57.5% OF
THE RESPONDENTS AGREE THAT THE SERVICES PROVIDED
BY GROWWUP OR OTHER STARTUPS AT PAR WITH THE
MARKET LEADERS 30% OF THE RESPONDENTS STRONGLY
AGREE AND12.5% OF THE RESPONDENTS DISAGREE FOR THE
SAME.
IT SHOWS THAT THE OTHER EMERGING FIRMS ARE ALSO
PROVIDING QUALITY SERVICES IT JUST REQUIRES THE
PEOPLE TO TRUST THEM AND TRY THEIR SERVICES.
 DATA INTERPRETATION
3. DO YOU SEE THE BRAND NAME AND REPUTATION 4. IN WHICH FIRM DO YOU TAKE CONSULTANCY?
BEFORE GOING TO A FINANCIAL ADVISORY? A. DELOITTE
A. YES B. TATA CONSULTANCY SERVICES
B. NO
C. MCKINSEY & CO.
D. OTHERS

FROM THE ABOVE GRAPH 87.5 % OF THE RESPONDENTS SEE

THE BRAND BEFORE TAKING ANY ASSISTANCE FROM A
FINANCIAL ADVISORY FIRM SINCE NO ONE WANTS TO TAKE
A CHANCE OF GETTING INTO ANY KIND FRAUD OR
MISGUIDANCE AND WOULD LIKE TO GO WITH EXPERIENCE;
12.5 % OF THE RESPONDENTS DO NOT SEE THE COMPANY OR
ITS BACKGROUND BEFORE CONSULTING AND ARE WILLING
TO GIVE A TRY TO THE NEWLY ESTABLISHED FIRMS IN THE
INDUSTRY AND PUT THEIR TRUST INTO THEIR HANDS
FROM THE ABOVE GRAPH WE CAN SAY THAT MORE THAN
15% OF THE RESPONDENTS CONSULT DELOITTE, 37.5% OF
THE RESPONDENTS CONSULT TATA CONSULTANCY
SERVICES, 20% OF THE RESPONDENTS CONSULT MCKINSEY
& CO. AND THE REMAINING 27.5% OF THE RESPONDENTS
CONSULT OTHER FIRMS OR STARTUPS SUCH AS GROWWUP
ITSELF.
 FINDINGS & SUGGESTIONS
• FROM THE ABOVE QUESTIONNAIRE THAT WAS CONDUCTED, WE CAN FIND
OUT THAT MOST OF THE PEOPLE CHOSE THE MORE POPULAR AND RENOWNED
COMPANIES SUCH AS TCS AND DO NOT PREFER THE STARTUPS AS FINANCIAL
ADVICE IS SOMETHING THAT PEOPLE CAN TAKE ONLY FROM WHOM THEY
TRUST WHICH THE EMERGING COMPANIES SUCH AS GROWWUP ADVISORY
HAVE YET TO ESTABLISH.
• WE CAN ALSO SEE THAT PEOPLE ARE NOT WILLING TO OPT FOR THE NON-
ESTABLISHED FIRMS THOUGH THEIR PRODUCTS AND SERVICES ARE AT PAR
WITH THE BIG NAMES IN THE INDUSTRY BECAUSE TRUST IS THE MAIN THING
IN THE INDUSTRY WHEN IT COMES TO FINANCIAL ADVICE THOUGH THE
SERVICES AND CRM IS VERY WELL.
• WE CAN SEE THAT WHEN WE ASKED THAT WILL THE PEOPLE SUGGEST
GROWWUP ADVISORY TO OTHER CONSUMERS, WE GOT A POSITIVE RESPONSE
WHICH INDICATES THAT THE FIRM HAS LEFT A POSITIVE IMPACT ON ITS
CUSTOMERS TO A GOOD EXTENT AND WE CAN ASSUME REASONABLE GROWTH
IN THE FUTURE IF IT CARRIES ITS SERVICES IN THE SAME WAY.
 CONCLUSION
FROM EVERY INDIVIDUAL’S OPINION WHICH WAS COLLECTED OVER VARIOUS
ASPECTS OF CONSUMER BEHAVIOR AND PREFERENCES, IT CAN BE CONCLUDED
THAT THE GENERAL CUSTOMER PERCEPTION IS FAVORABLE TOWARDS THE
PRODUCTS AND SERVICES PROVIDED BY GROWWUP ADVISORY PVT. LTD. FROM
THIS STUDY, WE CAN STRONGLY EMPHASIZE THAT IMPLEMENTATION OF
STRONGER CUSTOMER RELATIONSHIPS WITH THE CLIENTS AND BETTER
AFTER-SALE SERVICES CAN BE ACCELERATED, BETTER FINANCIAL ASSISTANCE
SCHEMES SHOULD BE INTRODUCED, AND IF THERE IS WIDE-SPREAD
EDUCATION AMONG CONSUMERS ABOUT ITS ENVIRONMENTAL AND
ECONOMIC ADVANTAGES AND REWARDS, THERE CAN BE A HUGE BOOST IN ITS
CLIENT- BASE.
THIS ALSO REQUIRES LARGE PARTICIPATION FROM THE CONSUMERS - WHICH
CAN BE CREATED THROUGH AWARENESS ABOUT THE SERVICES AND THE
REVIEWS THAT CAN BE PROVIDED FOR THE FIRM WHICH CAN IMPROVE THE
BRAND-IMAGE OF THE COMPANY AND PEOPLE MAY CONSULT THEM BASED ON
THE REVIEWS.