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PROJECT REPORT ON

CONSUMER
SATISFACTION OF
PERSONAL CARE
PRODUCTS OF
HINDUSTAN UNILEVER
LIMITED

SUBMITTED TO: SUBMITTED BY:

DR. NITESH GOYAL MITALI CHUGH-35004

SHEENA GOYAL-35010

PRIYANKA -35018

AMANDEEP KAUR-35036

NANCY THAKUR- 35082


Preface

Hindustan Unilever Limited (HUL) is India's largest Fast Moving Consumer Goods Company
with a heritage of over 80 years in India and touches the lives of two out of three Indians.

HUL works to create a better future every day and helps people feel good, look good and get
more out of life with brands and services that are good for them and good for others.

With over 35 brands spanning 20 distinct categories such as soaps, detergents, shampoos, skin
care, toothpastes, deodorants, cosmetics, tea, coffee, packaged foods, ice cream, and water
purifiers, the Company is a part of the everyday life of millions of consumers across India. Its
portfolio includes leading household brands such as Lux, Lifebuoy, Surf Excel, Rin, Wheel, Fair
& Lovely, Ponds, Vaseline, Lakm, Dove, Clinic Plus, Sunsilk, Pepsodent, Closeup, Axe,
Brooke Bond, Bru, Knorr, Kissan, Kwality Walls and Pureit.

The Company has over 18,000 employees and has an annual turnover of INR 31,425 crores
(financial year 2015 16). HUL is a subsidiary of Unilever, one of the worlds leading suppliers
of fast moving consumer goods with strong local roots in more than 100 countries across the
globe with annual sales of 53.3 billion in 2015. Unilever has 67.2% shareholding in HUL.
Acknowledgement
I have taken efforts in this project. However, it would not have been possible without the kind
support and help of many individuals and organizations. I would like to extend my sincere thanks
to all of them.

I am highly indebted to Dr Nitesh Goyal for their guidance and constant supervision as well as
for providing necessary information regarding the project & also for their support in completing
the project.
I would like to express my gratitude towards my parents of for their kind co-operation and
encouragement which help me in completion of this project.
I would like to express my special gratitude and thanks to persons for giving me such attention
and time.
My thanks and appreciations also go to my colleague in developing the project and people who
have willingly helped me out with their abilities.
CONTENTS

S.No CONTENTS Page No.


1. Acknowledgement 3
2. Executive Summary 4
3. Research Process, Sample Size, Data 5
Collection
4. Introduction HUL 6
5. Product Profile 7-8
6. Brands involved 9
7. Objectives 10
8. Research Methodology 11-13
9. Limitations 14
10. Data Presentation & Analysis 15-32
11. Conclusions 33
12. Questionnaire 34-36
13. Bibliography 37
INTRODUCTION
Hindustan Unilever Limited (HUL) is India's largest Fast Moving Consumer Goods Company
with a heritage of over 80 years in India and touches the lives of two out of three Indians.

HUL works to create a better future every day and helps people feel good, look good and get
more out of life with brands and services that are good for them and good for others.

With over 35 brands spanning 20 distinct categories such as soaps, detergents, shampoos, skin
care, toothpastes, deodorants, cosmetics, tea, coffee, packaged foods, ice cream, and water
purifiers, the Company is a part of the everyday life of millions of consumers across India. Its
portfolio includes leading household brands such as Lux, Lifebuoy, Surf Excel, Rin, Wheel, Fair
& Lovely, Ponds, Vaseline, Lakm, Dove, Clinic Plus, Sunsilk, Pepsodent, Closeup, Axe,
Brooke Bond, Bru, Knorr, Kissan, Kwality Walls and Pureit.

The Company has over 18,000 employees and has an annual turnover of INR 31,425 crores
(financial year 2015 16). HUL is a subsidiary of Unilever, one of the worlds leading suppliers
of fast moving consumer goods with strong local roots in more than 100 countries across the
globe with annual sales of 53.3 billion in 2015. Unilever has 67.2% shareholding in HUL.

HUL PRODUCTS IN INDIA


PURPOSE, VALUES 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."

Always working with 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.

Positive impact
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.

Continuous commitment
We're also committed to continuously improving the way we manage our
environmental impacts and are working towards our longer-term goal of
developing a sustainable business.

Setting out our aspirations


Our Corporate Purpose sets out our aspirations in running our business. It's
underpinned by our Code of Business Principles which describes the
operational standards that everyone at Unilever follows, wherever they are in
the world. The Code also supports our approach to governance and corporate
responsibility.

Working with others


We want to work with suppliers who have values similar to our own and work
to the same standards we do. Our Supplier Code, aligned to our own Code of
Business Principles, comprises eleven principles covering business integrity
and responsibilities relating to employees, consumers and the environment.
RESEARCH OBJECTIVES
OUR VISION
Unilever is a unique company, with a proud history and a bright future. We have ambitious plans
for sustainable growth and an intense sense of social purpose.

A clear direction for us


Our purpose is to make sustainable living commonplace. We work to create a better future every
day, with brands and services that help people feel good, look good, and get more out of life.

In 2009, we launched The Compass our strategy for sustainable growth. It sets out our clear
and compelling vision to double the size of the business, while reducing our environmental
footprint and increasing our positive social impact and gives life to our determination to build a
sustainable business for the long term. This is captured in the Unilever Sustainable Living Plan.

By combining our multinational expertise with our deep roots in diverse local cultures, were
continuing to provide a range of products to suit a wealth of consumers. Were also strengthening
our strong relationships in the emerging markets we believe will be significant for our future
growth.

And by leveraging our global reach and inspiring people to take small, everyday actions, we
believe we can help make a big difference to the world.

"We cannot close our eyes to the challenges that the world faces. Business must make an explicit
and positive contribution to addressing them. Im convinced we can create a more equitable and
sustainable world for all of us by doing so, says Unilever CEO Paul Polman.

But this means that business has to change. The Unilever Sustainable Plan is a blueprint for
sustainable growth. And in 2014 we are strengthening our Plan with new commitments to drive
further transformational change.

Our Priorities and Principles


Unilever is committed to supporting sustainability and providing our consumers around the
world with the products they need to look good, feel good and get more out of life.

Five key priorities provide the foundation for our brands campaigns. Read some examples of
how different brands are upholding these principles.

A better future for children


Our oral care brands Signal and Close-Up encourage children to brush their teeth day and
night for optimal dental health. We also partner the FDI World Dental Federation, supporting oral
health programmes around the world
Brands such as Omo and Persil have helped parents believe the unconventional
philosophy that Dirt is Good. Children learn through play, and mud spatters and grass stains can
easily be removed with effective laundry products
Unilever also partners the World Food Programme and launched the Together for Child
Vitality initiative to bring our expertise in nutrition to children in some of the worlds poorest
countries.
A healthier future
Our Flora/Becel margarine brands have been scientifically proven to help reduce
cholesterol levels
Vaseline has launched the Vaseline Skin Care Foundation, providing research into skin
conditions and support for people affected by them
Lifebuoy soap has long had a presence in developing markets around the world, and its
campaign to promote handwashing with soap was celebrated by 200 million people across 53
countries in 2013.
A more confident future
Doves Campaign for Real Beauty uses real women instead of models in its advertising
campaigns. The brand has also launched the Dove Self Esteem Fund which educates and inspires
millions of young women
Our Sunsilk hair care brand has partnered some of the worlds leading hair specialists to
co-create formulas tailored to treat conditions such as hair-fall, frizz, limp locks and
uncontrollable curls
Close-Up toothpaste provides an affordable oral care solution for consumers in
developing markets, allowing them to take care of their dental health and closer with confidence.
A better future for the planet
Were aiming to grow our business while reducing our environmental footprint and
working across the supply chain for every brand to do so
Our Laundry brands, including Surf, Omo, Persil and Comfort, have launched the
Cleaner Planet Plan together, encouraging consumers to change their laundry habits to reduce
water and energy consumption
Our Lipton tea brand backs sustainable forest management projects in Africa
A better future for farming and farmers
Many of our brands contain ethically and sustainably sourced ingredients that are
independently certified
Among these are Lipton tea, which is accredited by the Rainforest Alliance, and Ben &
Jerrys ice cream, which includes Fairtrade vanilla and almonds in various flavours
Around half our raw materials come from agriculture and forestry, so were working
towards making our key crops 100% sustainable.
RESEARCH PROCESS

The research process has four distinct yet interrelated


steps for research analysis.
.Determination of information research problem
.Development of appropriate research design.
.Executive of research design
.Communication of results.

SAMPLE SIZE

I have targeted 60 people in the age group above 18


years for the purpose of research. The target population
influences the sample size. The target population
represents the Chandigarh region.

DATA COLLECTION
Data collection took place with the help of filling the
questionnaires. The questionnaire method has more
widely used and economically means of data collection.
The questionnaire is prepared in such a way so the
respondents would not exceed 4-5 mins.
RESEARCH METHODOLY
Questionnaires can be classified as both, quantitative and qualitative method depending on the
nature of questions. Specifically, answers obtained through closed-ended questions with multiple
choice answer options are analyzed using quantitative methods and they may involve pie-charts,
bar-charts and percentages, whereas answers obtained to open-ended questionnaire questions are
analyzed using qualitative methods and they involve discussions and critical analyses without
use of n Advantages of questionnaires include increased speed of data collection, low or no cost
requirements, and higher levels of objectivity compared to many alternative methods of primary
data collection. However, questionnaires have certain disadvantages as well, such as selection of
random answer choices by respondents without properly reading the question and the absence of
possibility for researchers to express their additional thoughts about the matter due to the absence
of a relevant question numbers and calculations.
Multiple choice question respondents are offered a set of answers they have to choose from.
The downsize of questionnaire with multiple choice questions is that, if there are too many
answers to choose from, it makes the questionnaire, confusing and boring, and discourages the
respondent to answer the questionnaire.
A research process consists of stages or steps that
guide the project from its conception through the
final analysis, recommendations and ultimate
actions.
The research process provides a systematic,
planned approach to the research project and
ensures that all aspects of research project are
consistent with each other.
SAMPLE SIZE- Survey of 60 people
SAMPLE PROCEDURE-Sampling is concerned with
choosing a subset of individuals from a stastical
population to estimate characterstics of a whole
population.
3 main advantages of sampling are- cost is
lower,data collection is faster,and accuracy and
quality of the data can be easily improved
FINDINGS
the SWOT Analysis of HUL:
Strengths:

a. Strong and well-differentiated brands with leading share positions. Brand portfolio
includes both global Unilever brands and local brands of specific relevance to India.

b. Consumer understanding and systems for building consumer insight.

c. Strong R&D capability well linked with business.

d. Financial resources.

e. Integrated supply chain and well-spread manufacturing units.

f. Distribution structure with wide reach, high quality coverage and ability to leverage scale.

g. Access to Unilever global technology capability and sharing of best practices from other
Unilever companies.

h. Productive and professionally trained the manpower resources.

i. Distinctly placed products providing reach to every segment of society.

j. Consumer understanding and systems for building consumer insight.

k. Project Shakti helped HUL create brand awareness and reach extensively into rural India.

l. Well placed to take advantage of growth in rural India and lower strata of the society
through shakti.

m. It could look at introducing products (like margarine) from its parent company in order to
cater to changing consumer tastes and opportunities in the food sector.

n. It can be a leader in exports by positioning itself as a sourcing hub for Unilever


companies in various countries.
Weaknesses:

a. Increased consumer spends on education, consumer durables, entertainment, and travel


resulting in lower share of wallet for FMCG.

b. Limited success in changing eating habits of people.

c. Complex supply chain configuration, unwieldy number of SKUs with dispersed


manufacturing locations. HUL already has taken steps to minimize the same.

d. Price positioning in some categories allows for low price competition, like Amul captured
Kwalitys market.

e. High social costs (subsidised housing, foodgrains and firewood, health and other welfare
measures) in the plantation business.

f. Competitors focusing on a particular product and eating up HULs share like Nirma
focusing on soaps and detergents.

Opportunities:

a. Market and brand growth through increased penetration, especially in rural areas.

b. Brand growth through increased consumption depth and frequency of usage across all
categories.

c. Potential outsourcing business in India.

d. Upgrading consumers through innovation to new levels of quality and performance.

e. Emerging modern trade can be effectively used for introduction of more upscale personal
care products.

f. Growing consumption in out-of-home categories.

g. Position HUL as a sourcing hub for Unilever companies in various countries.


h. Leveraging the latest IT technology.

i. Growing consumer base due to increasing income levels and new consumers from lower
strata of the society.

j. Untapped market in branded Ayurvedic medicines and other such consumer products.

k. Opportunity in the food sector: changing consumer tastes.

l. Expand horizon to more countries.

Threats:

a. Low priced competition now present in all categories.

b. Grey imports.

c. Spurious/counterfeit products in rural areas and small towns.

d. Changes in fiscal benefits.

e. Unfavourable raw material prices in oils, tea, and so on.

f. Unfavourable raw material prices due to inflation reducing profitability.

g. Heavy onslaught of competition in the core categories from emerging players like ITC will
result in higher advertising expenditure.

h. Reduction in real income of consumers due to high inflation.

i. FMCG dealing with overcapacity utilization.

j. Health conscious environment friendly customers.

k. Scarce water problem affecting demand for detergents and related goods.
TYPES OF RESEARCH

PRIMARY DATA-
New data gathered to help solve the problem at
hand. As compared to secondary data which is
previously gathered data. An example is information
gathered by a questionnaire. Qualitative or
quantitative data that are newly collected in the
course of research. Data gathered by researcher in
the act of conducting research. This is contrasted to
secondary data which entails the use of data
gathered by someone other than the researcher
information that is obtained directly from first hand
source by means of surveys, observers and
experimentations.
Primary data is basically collected by getting
questionnaire filled by respondents.

SECONDARY DATA-
Information that already exists somewhere having
been collected for another purpose. There are two
types of secondary data internal and external
secondary data. Secondary source of data includes
websites.

DATA COLLECTION- Data collection took place


with the help of filling questionnaires. The common
factor in all varieties of questionnaire method is this
reliance on verbal responses on questions, written
or oral. I found it essential to make the questionnaire
was easy to read and understood to all spectrums of
people in the sample. It was also important as
researcher to respect the sample time and energy
hence the questionnaire was designed in such a
way that is administration would not exceed 4-5
mins. The first hand information is collected by
making the people fill the questionnaires. The
primary data collected by directly interacting with
people. The data was collected by 60 respondents
who filled the questionnaires and gave me required
necessary information. The respondents consists of
businessman, professionals, etc the required
information was directly interacting with these
respondents.

SAMPLE SIZE- I have targeted 60 people for the


purpose of research. The target population
influences the sample size. The target population
represents the Chandigarh region. The people were
from different professional backgrounds.

LIMITATIONS

1)The sample size was only for 60 respondents.


2)The scope of study is limited to the respondents
are selected from in and around Chandigarh region.
3)The project is carried out for the period of 45 days
only.
4)Only opinion of respondents of Chandigarh region
was consider to finding out the opinions of
respondents.
FREQUENCIES VARIABLES=Q1 Q3 Q5 Q7 Q9 Q11 Q10 Q13 Q14 Q15 Q2 Q4 Q6 Q8 Q12
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Frequencies

Notes

Output Created 10-Apr-2017 09:52:13

Comments

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Warnings

No valid cases remain for Do you use any personal care products of HUL?. A bar chart or histogram
cannot be produced.

From how many How satisfied are The


Do you use any years are you using What do you look you with the variety produc
personal care the product of for in personal care Are your orders of personal care accord
products of HUL? HUL? products of HUL? fulfilled properly? products of HUL? respec

N Valid 0 60 60 60 60

Missing 61 1 1 1 1

Bar Chart
Frequency Table

Do you use any personal care products of HUL?

Frequency Percent

Missing System 61 100.0


From how many years are you using the product of HUL?

Frequency Percent Valid Percent Cumulative Percent

Valid 0-1 year 10 16.4 16.7 16.7

1-3 years 19 31.1 31.7 48.3

more than 3 years 11 18.0 18.3 66.7

4 7 11.5 11.7 78.3

5 5 8.2 8.3 86.7

6 5 8.2 8.3 95.0

7 3 4.9 5.0 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

What do you look for in personal care products of HUL?

Frequency Percent Valid Percent Cumulative Percent

Valid price 19 31.1 31.7 31.7

packaging 9 14.8 15.0 46.7

quantity 9 14.8 15.0 61.7

quality 20 32.8 33.3 95.0

features 3 4.9 5.0 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0
Are your orders fulfilled properly?

Frequency Percent Valid Percent Cumulative Percent

Valid agree 40 65.6 66.7 66.7

strongly agree 10 16.4 16.7 83.3

disagree 3 4.9 5.0 88.3

strongly disagree 1 1.6 1.7 90.0

cant say 6 9.8 10.0 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

How satisfied are you with the variety of personal care products of HUL?

Frequency Percent Valid Percent Cumulative Percent

Valid highly satisfied 24 39.3 40.0 40.0

satisfied 8 13.1 13.3 53.3

dissatisfied 8 13.1 13.3 66.7

4 3 4.9 5.0 71.7

5 17 27.9 28.3 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0
The value of product and service according to their respectice prices?

Frequency Percent Valid Percent Cumulative Percent

Valid poor 27 44.3 45.0 45.0

fair 6 9.8 10.0 55.0

good 26 42.6 43.3 98.3

very good 1 1.6 1.7 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

Does HUL ensures complete customer satisfaction?

Frequency Percent Valid Percent Cumulative Percent

Valid yes 13 21.3 21.7 21.7

no 40 65.6 66.7 88.3

sometimes 7 11.5 11.7 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

If you contacted customer service have all problems been resolved to your complete
satisfaction?

Frequency Percent Valid Percent Cumulative Percent

Valid yes 15 24.6 25.0 25.0

sometimes 27 44.3 45.0 70.0

no 18 29.5 30.0 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0
Based on awarenss of your product or service of HUL is better than other brand or not?

Frequency Percent Valid Percent Cumulative Percent

Valid much better 17 27.9 28.3 28.3

better 24 39.3 40.0 68.3

same as other 19 31.1 31.7 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

Any changes you want in terms of

Frequency Percent Valid Percent Cumulative Percent

Valid price 18 29.5 30.0 30.0

quality 24 39.3 40.0 70.0

packaging 15 24.6 25.0 95.0

availabilty 1 1.6 1.7 96.7

variety 2 3.3 3.3 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

Which hindustan unilever's personal care products do you usually prefer to use the most?

Frequency Percent Valid Percent Cumulative Percent

Valid bathing soaps 29 47.5 48.3 48.3

shampoo 30 49.2 50.0 98.3

creams 1 1.6 1.7 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0
How do you know about this productof HUL?

Frequency Percent Valid Percent Cumulative Percent

Valid advertisement 14 23.0 23.3 23.3

internet 22 36.1 36.7 60.0

refrence groups 24 39.3 40.0 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

Is there easy availabilty of HUL personal care products in market?

Frequency Percent Valid Percent Cumulative Percent

Valid agree 16 26.2 26.7 26.7

stongly agree 3 4.9 5.0 31.7

diasgree 8 13.1 13.3 45.0

strongly diasgree 22 36.1 36.7 81.7

cant say 11 18.0 18.3 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0
Do you get all sales promotion schemes?

Frequency Percent Valid Percent Cumulative Percent

Valid agree 34 55.7 56.7 56.7

strongly agree 17 27.9 28.3 85.0

disagree 1 1.6 1.7 86.7

strongly disagree 1 1.6 1.7 88.3

cant say 7 11.5 11.7 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

Have you ever contacted customer service?

Frequency Percent Valid Percent Cumulative Percent

Valid yes 5 8.2 8.3 8.3

sometimes 17 27.9 28.3 36.7

no 26 42.6 43.3 80.0

4 8 13.1 13.3 93.3

5 4 6.6 6.7 100.0

Total 60 98.4 100.0

Missing System 1 1.6

Total 61 100.0

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 CONSUMER SATISFACTION OF PERSONAL CARE PRODUCTS OF HUL. The data will
be kept confidential and for academic purpose only.

Q1 Do you use any personal care products of HUL?


1. Yes
2. Sometimes
3. No

Q2 Which Hindustan Unilevers personal care products do you usually prefer to use the most?

1. Bathing soaps
2. Shampoo
3. Creams
4. Paste
5. Deodorants
6. Lipsticks
7. Powder

Q3 From how many years are you using the product of HUL?

1. 0-1 year
2. 1-3 years
3. more than 3 years

Q4 How do you know about this product of HUL?

1. Advertisement
2. Internet
3. Reference groups
4. Television
5. Others

Q5 What do you look for in personal care products of HUL?

1. Price
2. Packaging
3. Quantity
4. Quality
5. Features

Q6 Is there easy availability of HUL personal products in market?

1. Agree
2. Strongly agree
3. Disagree
4. Strongly disagree
5. Cant say

Q7 Are your orders fulfilled properly?

1. Agree
2. Strongly agree
3. Disagree
4. Strongly disagree
5. Cant say

Q8 Do you get all sales promotion schemes?

1. Agree
2. Strongly agree
3. Disagree
4. Strongly disagree
5. Cant say

Q9 How satisfied are you with the variety of personal care products of HUL?

1. Highly satisfied
2. Satisfied
3. Dissatisfied

Q10 Does HUL ensures complete customer satisfaction?

1. Yes
2. No
3. Sometimes

Q11 The value of product & service according to their respective prices?

1. Poor
2. Fair
3. Good
4. Very good
5. Excellent

Q12 (i) Have you ever contacted customer service?

1. Yes
2. Sometime
3. No

(ii) If you contacted customer service, have all problems been resolved to you complete
satisfaction?

1. Yes
2. Sometimes
3. No

(iii) Based on your awareness of product /service of HUL is better than other brand or not?

1. Much better
2. Better
3. Same as other
4. Worse
5. Much worse

Q13 Any changes you want in the product in terms of

1. Price
2. Quality
3. Packaging
4. Availability
5. Variety
6. None
7. All of the above

PERSONAL INFORMATION

Name:

Age:

Gender:

Address:

Date: Signature
BIBLIOGRAGHY
https://en.wikipedia.org/wiki/Hindustan_Unilever

www.hul.co.in

https://en.wikipedia.org/wiki