PROJECT RE
PROJECT REPOR
PORT ON
T ON
CONSUMER
CONSUMER
SATISFACTION OF
SATISFACTION OF
PERSONAL CARE
PERSONAL CARE
PRODUCTS OF
PRODUCTS OF
HINDUST
HINDUSTAN
AN UNILEVER
UNILEVER
LIMITED
LIMITED
SUBMITT
SUBMITTED ED TO: TO: SUBMITTSUBMITTED ED BYBY::
DR.
DR. NITESH NITESH GOYGOYAL AL MITMITALI ALI CHUGH-3CHUGH-350045004 SHEENA
SHEENA GOYGOYAL-350AL-3501010 PRIY
PRIYANKA ANKA -35018-35018 AMANDEEP
AMANDEEP KAUR-35036KAUR-35036 NANCY
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CONTENTS
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1
INTRODUCTION
H%&'()*#& U&%+!,! L%%*!' HUL/ %) I&'%#) +#!)* #)* M,%& C&)(! G') C#& %*7 # 7!%*#! " ,! 80 !#) %& I&'%# #&' *($7!) *7! +%,!) " * (* " *7!! I&'%#&). HUL ) * $!#*! # 9!**! "(*(! !,! '# #&' 7!+) !+! "!!+ ' + ' #&' !* ! (* " +%"! %*7 9#&') #&' )!,%$!) *7#* #! ' " *7! #&' ' " *7!).
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= L,!+ P&'>) ?#)!+%&! L#@ D,! C+%&%$ P+() S(&)%+ P!)'!&* C+)!( A<! B! B&' B( K& K%))#& K#+%* ;#++>) #&' P(!%*.
T7! C#& 7#) ,! 18000 !+!!) #&' 7#) #& #&&(#+ *(&,! " INR 31425 $!) "%&#&$%#+ !# 2015 16/. HUL %) # )(9)%'%# " U&%+!,! &! " *7! +'>) +!#'%& )(+%!) " "#)* ,%& $&)(! ') %*7 )*& +$#+ *) %& ! *7#& 100 $(&*%!) #$)) *7! +9! %*7 #&&(#+ )#+!) " 53.3 9%++%& %& 2015. U&%+!,! 7#) 6.2 )7#!7+'%& %& HUL. HUL PRODUCTS IN INDIA
PURPOSE ?ALUES AND PRINCIPLES
Our Corporate Purpose states that to succeed requires "the highest standards of corporate behaviour towards everyone we work with, the communities we touch, and the environment on which we have an impact."
Alway" working wit# integrity
Conducting our operations with integrity and with respect for the many people, organisations and environments our business touches has always been at the heart of our corporate responsibility.
Po"itive im%act
We aim to make a positive impact in many ways through our brands, our commercial operations and relationships, through voluntary contributions, and through the various other ways in which we engage with society.
Continuou" commitment
We!re also committed to continuously improving the way we manage our environmental impacts and are working towards our longerterm goal of developing a sustainable business.
Setting out our a"%iration"
Our Corporate Purpose sets out our aspirations in running our business. #t!s underpinned by our Code of $usiness Principles which describes the
operational standards that everyone at %nilever follows, wherever they are in the world. &he Code also supports our approach to governance and corporate responsibility.
;orking wit# ot#er"
We want to work with suppliers who have values similar to our own and work to the same standards we do. Our 'upplier Code, aligned to our own Code of $usiness Principles, comprises eleven principles covering business integrity and responsibilities relating to employees, consumers and the environment.
RESEARCH OBECTI?ES OUR ?ISION
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RESEARCH PROCESS
T#e re"earc# %roce"" #a" /our di"tinct yet interrelated
"te%" /or re"earc# analy"i".
.'etermination o/ in/ormation re"earc# %ro5lem
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SAMPLE SIZE
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DATA COLLECTION
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<ue"tionnaire". T#e <ue"tionnaire met#od #a" more
widely u"ed and economically mean" o/ data collection.
T#e <ue"tionnaire i" %re%ared in "uc# a way "o t#e
re"%ondent" would not exceed ( min".
RESEARCH METHODOLY
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" # !+!,#&* (!)*%& &(9!) #&' $#+$(+#*%&).
Multiple choice question !)&'!&*) #! ""!!' # )!* " #&)!) *7! 7#,! * $7)! ". T7! '&)%F! " (!)*%&&#%! %*7 (+*%+! $7%$! (!)*%&) %) *7#* %" *7!! #! * #& #&)!) * $7)! " %* #!) *7! (!)*%&&#%! $& "()%& #&' 9%& #&' '%)$(#!) *7! !)&'!&* * #&)! *7! (!)*%&&#%!.
A re"earc# %roce"" con"i"t" o/ "tage" or "te%" t#at
guide t#e %ro6ect /rom it" conce%tion t#roug# t#e
/inal analy"i"$ recommendation" and ultimate
action".
T#e re"earc# %roce"" %rovide" a "y"tematic$
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en"ure" t#at all a"%ect" o/ re"earc# %ro6ect are
con"i"tent wit# eac# ot#er.
SA8P-E S)=E Survey o/ 7 %eo%le
SA8P-E P!OCE',!ESam%ling i" concerned wit#
c#oo"ing a "u5"et o/ individual" /rom a "ta"tical
%o%ulation to e"timate c#aracter"tic" o/ a w#ole
%o%ulation.
3 main advantage" o/ "am%ling are co"t i"
lower$data collection i" /a"ter$and accuracy and
<uality o/ t#e data can 5e ea"ily im%roved
the SWOT Analysis of HUL:
Strengths:
a. Strong and welldi//erentiated 5rand" wit# leading "#are % o"ition". rand %ort/olio include" 5ot# glo5al ,nilever 5rand" and local 5rand" o/ "%eci/ic relevance to )ndia.
5. Con"umer under"tanding and "y"tem" /or 5uilding con"umer in"ig#t.
c. Strong !9' ca%a5ility well linked wit# 5u"ine"".
d. >inancial re"ource".
e. )ntegrated "u%%ly c#ain and well"%read manu/acturing unit".
/. 'i"tri5ution "tructure wit# wide reac#$ #ig# <uality coverage and a5ility to leverage "cale.
g. Acce"" to ,nilever glo5al tec#nology ca%a5ility and "#aring o/ 5e"t %ractice" /rom ot#er ,nilever com%anie".
#. Productive and %ro/e""ionally trained t#e man%ower re"ource".
i. 'i"tinctly %laced %roduct" %roviding reac# to every "egment o/ "ociety.
6. Con"umer under"tanding and "y"tem" /or 5uilding con"umer in"ig#t.
k. Pro6ect S#akti #el%ed +,- create 5rand awarene"" and reac# exten"ively into rural )ndia.
l. ;ell %laced to take advantage o/ growt# in rural )ndia and lower "trata o/ t#e "ociety t#roug# ?"#akti@.
m. )t could look at introducing %roduct" like margarineB /rom it" %arent com%any in order to cater to c#anging con"umer ta"te" and o%%ortunitie" in t#e /ood "ector.
n. )t can 5e a leader in ex%ort" 5y %o"itioning it"el/ a" a "ourcing #u5 /or ,nilever com%anie" in variou" countrie".
Weaknesses:
a. )ncrea"ed con"umer "%end" on education$ con"umer dura5le"$ entertainment$ and travel re"ulting in lower "#are o/ wallet /or >8C.
5. -imited "ucce"" in c#anging eating #a5it" o/ %eo%le.
c. Com%lex "u%%ly c#ain con/iguration$ unwieldy num5er o/ SD," wit# di"%er"ed manu/acturing location". +,- already #a" taken "te%" to minimi&e t#e "ame.
d. Price %o"itioning in "ome categorie" allow" /or low % rice com%etition$ like Amul ca%tured Dwality@" market.
e. +ig# "ocial co"t" "u5"idi"ed #ou"ing$ /oodgrain" and /irewood$ #ealt# and ot#er wel/are mea"ure"B in t#e %lantation 5u"ine"".
/. Com%etitor" /ocu"ing on a %articular %roduct and eating u% +,-@" "#are like Nirma /ocu"ing on "oa%" and detergent".
Opportunities:
a. 8arket and 5rand growt# t#roug# increa"ed %enetration$ e"%ecially in rural area".
5. rand growt# t#roug# increa"ed con"um%tion de%t# and /re<uency o/ u"age acro"" all categorie".
c. Potential out"ourcing 5u"ine"" in )ndia.
d. ,%grading con"umer" t#roug# innovation to new level" o/ <uality and %er/ormance.
e. Emerging modern trade can 5e e//ectively u"ed /or introduction o/ more u%"cale %er"onal care %roduct".
/. rowing con"um%tion in outo/#ome categorie".
#. -everaging t#e late"t )T tec#nology.
i. rowing con"umer 5a"e due to increa"ing income level" and new con"umer" /rom lower "trata o/ t#e "ociety.
6. ,nta%%ed market in 5randed Ayurvedic medicine" and ot#er "uc# con"umer %roduct".
k. O%%ortunity in t#e /ood "ector c#anging con"umer ta"te".
l. Ex%and #ori&on to more countrie".
Threats:
a. -ow %riced com%etition now %re"ent in all categorie".
5. rey im%ort".
c. S%uriou"Fcounter/eit %roduct" in rural area" and "mall town".
d. C#ange" in /i"cal 5ene/it".
e. ,n/avoura5le raw material %rice" in oil"$ tea$ and "o on.
/. ,n/avoura5le raw material %rice" due to in/lation reducing %ro/ita5ility.
g. +eavy on"laug#t o/ com%etition in t#e core categorie" /rom e merging %layer" like )TC will re"ult in #ig#er adverti"ing ex%enditure.
#. !eduction in real income o/ con"umer" due to #ig# in/lation.
i. >8C dealing wit# overca%acity utili&ation.
6. +ealt# con"ciou" environment /riendly cu"tomer".
TYPES OF RESEARCH
PRIMARY DATA
New data gat#ered to #el% "olve t#e %ro5lem at
#and. A" com%ared to "econdary data w#ic# i"
%reviou"ly gat#ered data. An exam%le i" in/ormation
gat#ered 5y a <ue"tionnaire. :ualitative or
<uantitative data t#at are newly collected in t#e
cour"e o/ re"earc#. 'ata gat#ered 5y re"earc#er in
t#e act o/ conducting re"earc#. T#i" i" contra"ted to
"econdary data w#ic# entail" t#e u"e o/ data
gat#ered 5y "omeone ot#er t#an t#e re"earc#er
in/ormation t#at i" o5tained directly /rom /ir"t #and
"ource 5y mean" o/ "urvey"$ o5"erver" and
ex%erimentation".
Primary data i" 5a"ically collected 5y getting
<ue"tionnaire /illed 5y re"%ondent".
)n/ormation t#at already exi"t" "omew#ere #aving
5een collected /or anot#er %ur%o"e. T#ere are two
ty%e" o/ "econdary data internal and external
"econdary data. Secondary "ource o/ data include"
we5"ite".
DATA COLLECTION 'ata collection took %lace
wit# t#e #el% o/ /illing <ue"tionnaire". T#e common
/actor in all varietie" o/ <ue"tionnaire met#od i" t#i"
reliance on ver5al re"%on"e" on <ue"tion"$ written
or oral. ) /ound it e""ential to make t#e <ue"tionnaire
wa" ea"y to read and under"tood to all "%ectrum" o/
%eo%le in t#e "am%le. )t wa" al"o im%ortant a"
re"earc#er to re"%ect t#e "am%le time and energy
#ence t#e <ue"tionnaire wa" de"igned in "uc# a
way t#at i" admini"tration would not exceed (
min". T#e /ir"t #and in/ormation i" collected 5y
making t#e %eo%le /ill t#e <ue"tionnaire". T#e
%rimary data collected 5y directly interacting wit#
%eo%le. T#e data wa" collected 5y 7 re"%ondent"
w#o /illed t#e <ue"tionnaire" and gave me re<uired
nece""ary in/ormation. T#e re"%ondent" con"i"t" o/
5u"ine""man$ %ro/e""ional"$ etc t#e re<uired
in/ormation wa" directly interacting wit# t#e"e
re"%ondent".
SAMPLE SIZE ) #ave targeted 7 %eo%le /or t#e
%ur%o"e o/ re"earc#. T#e target %o%ulation
in/luence" t#e "am%le "i&e. T#e target %o%ulation
re%re"ent" t#e C#andigar# region. T#e %eo%le were
/rom di//erent %ro/e""ional 5ackground".
LIMITATIONS
1BT#e "am%le "i&e wa" only /or 7 re"%ondent".
2BT#e "co%e o/ "tudy i" limited to t#e re"%ondent"
are "elected /rom in and around C#andigar# region.
3BT#e %ro6ect i" carried out /or t#e %eriod o/ ( day"
only.
BOnly o%inion o/ re"%ondent" o/ C#andigar# region
wa" con"ider to /inding out t#e o%inion" o/
FREQUENCIES VARIABLES=Q1 Q3 Q5 Q7 Q9 Q11 Q10 Q13 Q14 Q15 Q2 Q4 Q6 Q8 Q12 /BARCHART FREQ
/ORDER=ANALYSIS
Frequencies
Notes
Out%utCreated 17A%r271074(213
Comment"
)n%ut 'ata CG,"er"GmarwaG'e"kto%Gre"earc# %ro6ect."av Active 'ata"et 'ataSet1
>ilter HnoneI
;eig#t HnoneI
S%lit >ile HnoneI
N o/ !ow" in ;orking 'ata >ile 1 8i""ing Jalue +andling 'e/inition o/ 8i""ing ,"erde/ined mi""ing value" are treated a"
mi""ing.
Ca"e" ,"ed Stati"tic" are 5a"ed on all ca"e" wit# valid data.
Syntax >!E:,ENC)ES JA!)A-ESK:1 :3 :( :0
:4 :11 :17 :13 :1 :1( :2 : : : :12
FA!C+A!T >!E: FO!'E!KANA-LS)S.
!e"ource" Proce""orTime 77777.174
Ela%"edTime 77777.3
Warnings
No valid ca"e" remain /or 'o you u"e any %er"onal care %roduct" o/ +,-M. A 5ar c#art or #i"togram cannot 5e %roduced.
'o you u"e any %er"onal care %roduct" o/ +,-M
>rom #ow many year" are you u"ing
t#e %roduct o/ +,-M
;#at do you look /or in %er"onal care
%roduct" o/ +,-M
Are your order" /ul/illed %ro%erlyM
+ow "ati"/ied are you wit# t#e variety
o/ %er"onal care %roduct" o/ +,-M T# %roduc accor re"%e N Jalid 7 7 7 7 7 8i""ing 1 1 1 1 1
Bar Cart
Frequenc! Ta"#e
Do !ou use an! $ersona# care $ro%ucts o& '(L) >re<uency Percent 8i""ing Sy"tem 1 177.7
Fro* o+ *an! !ears are !ou using te $ro%uct o& '(L)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid 71year 17 1. 1.0 1.0
13year" 14 31.1 31.0 .3
moret#an3year" 11 1.7 1.3 .0
0 11.( 11.0 0.3 ( ( .2 .3 .0 ( .2 .3 4(.7 0 3 .4 (.7 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Wat %o !ou #oo, &or in $ersona# care $ro%ucts o& '(L)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid %rice 14 31.1 31.0 31.0 %ackaging 4 1. 1(.7 .0 <uantity 4 1. 1(.7 1.0 <uality 27 32. 33.3 4(.7 /eature" 3 .4 (.7 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Are !our or%ers &u#&i##e% $ro$er#!)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid agree 7 (. .0 .0 "tronglyagree 17 1. 1.0 3.3 di"agree 3 .4 (.7 .3 "tronglydi"agree 1 1. 1.0 47.7 cant"ay 4. 17.7 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
'o+ satis&ie% are !ou +it te -ariet! o& $ersona# care $ro%ucts o& '(L)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid #ig#ly "ati"/ied 2 34.3 7.7 7.7
"ati"/ied 13.1 13.3 (3.3 di""ati"/ied 13.1 13.3 .0 3 .4 (.7 01.0 ( 10 20.4 2.3 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Te -a#ue o& $ro%uct an% ser-ice accor%ing to teir res$ectice $rices)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid %oor 20 .3 (.7 (.7 /air 4. 17.7 ((.7 good 2 2. 3.3 4.3 verygood 1 1. 1.0 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Does '(L ensures co*$#ete custo*er satis&action)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid ye" 13 21.3 21.0 21.0 no 7 (. .0 .3 "ometime" 0 11.( 11.0 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
I& !ou contacte% custo*er ser-ice a-e a## $ro"#e*s "een reso#-e% to !our co*$#ete satis&action)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid ye" 1( 2. 2(.7 2(.7 "ometime" 20 .3 (.7 07.7 no 1 24.( 37.7 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Base% on a+arenss o& !our $ro%uct or ser-ice o& '(L is "etter tan oter "ran% or not) >re<uency Percent Jalid Percent Cumulative Percent
Jalid muc#5etter 10 20.4 2.3 2.3
5etter 2 34.3 7.7 .3
"amea"ot#er 14 31.1 31.0 177.7
Total 7 4. 177.7
8i""ing Sy"tem 1 1.
Total 1 177.7
An! canges !ou +ant in ter*s o&
>re<uency Percent Jalid Percent Cumulative Percent
Jalid %rice 1 24.( 37.7 37.7 <uality 2 34.3 7.7 07.7 %ackaging 1( 2. 2(.7 4(.7 availa5ilty 1 1. 1.0 4.0 variety 2 3.3 3.3 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Wic in%ustan uni#e-er.s $ersona# care $ro%ucts %o !ou usua##! $re&er to use te *ost) >re<uency Percent Jalid Percent Cumulative Percent
Jalid 5at#ing"oa%" 24 0.( .3 .3
"#am%oo 37 4.2 (7.7 4.3
cream" 1 1. 1.0 177.7
Total 7 4. 177.7
8i""ing Sy"tem 1 1.
'o+ %o !ou ,no+ a"out tis $ro%ucto& '(L)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid adverti"ement 1 23.7 23.3 23.3 internet 22 3.1 3.0 7.7 re/rence grou%" 2 34.3 7.7 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Is tere eas! a-ai#a"i#t! o& '(L $ersona# care $ro%ucts in *ar,et)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid agree 1 2.2 2.0 2.0 "tonglyagree 3 .4 (.7 31.0 dia"gree 13.1 13.3 (.7 "trongly dia"gree 22 3.1 3.0 1.0 cant"ay 11 1.7 1.3 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
Do !ou get a## sa#es $ro*otion sce*es)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid agree 3 ((.0 (.0 (.0 "tronglyagree 10 20.4 2.3 (.7 di"agree 1 1. 1.0 .0 "tronglydi"agree 1 1. 1.0 .3 cant"ay 0 11.( 11.0 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
'a-e !ou e-er contacte% custo*er ser-ice)
>re<uency Percent Jalid Percent Cumulative Percent
Jalid ye" ( .2 .3 .3 "ometime" 10 20.4 2.3 3.0 no 2 2. 3.3 7.7 13.1 13.3 43.3 ( . .0 177.7 Total 7 4. 177.7 8i""ing Sy"tem 1 1. Total 1 177.7
QUESTIONNAIRE
CONSUMER SATISFACTION OF PERSONAL CARE
PRODUCTS OF HINDUSTAN UNILEVER LTD.
We are students of M.Com class in DAV College. We are undertaking a compulsory research project on “CON!M"# A$%&AC$%ON O& '"#ONA( CA#" '#OD!C$ O& )!(*. $he data +ill ,e kept confidential and for academic purpose only.
. 0es
1. ometimes 2. No
-1 Which )industan !nile3er4s personal care products do you usually prefer to use the most/ . 5athing soaps 1. hampoo 2. Creams 6. 'aste 7. Deodorants 8. (ipsticks 9. 'o+der
-2 &rom ho+ many years are you using the product of )!(/ . :; year
1. ;2 years
2. more than 2 years
-6 )o+ do you kno+ a,out this product of )!(/ . Ad3ertisement
1. %nternet
2. #eference groups 6. $ele3ision
7. Others
-7 What do you look for in personal care products of )!(/ . 'rice
1. 'ackaging 2. -uantity 6. -uality 7. &eatures
-8 %s there easy a3aila,ility of )!( personal products in market/ . Agree
1. trongly agree 2. Disagree
6. trongly disagree 7. Can4t say
-9 Are your orders fulfilled properly/ . Agree
1. trongly agree 2. Disagree
7. Can4t say
-< Do you get all sales promotion schemes/ . Agree
1. trongly agree 2. Disagree
6. trongly disagree 7. Can4t say
-= )o+ satisfied are you +ith the 3ariety of personal care products of )!(/ . )ighly satisfied
1. atisfied 2. Dissatisfied
-: Does )!( ensures complete customer satisfaction/ . 0es
1. No
2. ometimes
- $he 3alue of product > ser3ice according to their respecti3e prices/ . 'oor
1. &air 2. ?ood 6. Very good 7. "@cellent
-1 iB )a3e you e3er contacted customer ser3ice/ . 0es
1. ometime 2. No
iiB %f you contacted customer ser3ice ha3e all pro,lems ,een resol3ed to you complete satisfaction/
. 0es
1. ometimes 2. No
iiiB 5ased on your a+areness of product ser3ice of )!( is ,etter than other ,rand or not/ . Much ,etter
1. 5etter
2. ame as other 6. Worse
7. Much +orse
-2 Any changes you +ant in the product in terms ofE . 'rice 1. -uality 2. 'ackaging 6. A3aila,ility 7. Variety 8. None
9. All of the a,o3e
'"#ONA( %N&O#MA$%ON NameF AgeF ?enderF AddressF DateF ignature
