PROJECT REPORT

ON

SUBMITTED IN PARTIAL FULFILLMENT FOR THE

AWARD OF THE
DEGREE OF BACHELOR OF BUSINESS
ADMINISTRATION (2015-2018)
UNDER THE GUIDANCE OF

SUBMITTED BY:

STUDENT DECLARATION

I the undersigned, student of BBA(B&I) 3rd semester at VIVEKANANDA INSTITUTE OF

PROFESSIONAL STUDIES hereby solemnly declares that the project entitled ‘STUDY OF
FINANCIAL ASPECTS OF INFOSYS’ Is the outcome of my own research prepared by me
with the help of my Assistant Professor. MS

To the best of my knowledge, any part of this context has not been submitted earlier for any
degree, diploma or certificate examination. The basic purpose to take project report was for
gaining practical experience of work in particular field.

Name of the student:

HEMANT VERMA

01217701815

CERTIFICATE FROM GUIDE

This is to certify that the project titled “STUDY ON FINANCIAL ASPECTS OF INFOSYS” is
an academic work done by “HEMANT VERMA ” submitted in the partial fulfillment of the
requirement for the award of the degree of Bachelor Of Business Administration from
Vivekananda Institute of professional Studies, Delhi, under my guidance & direction. To the best
of my knowledge and belief the data & information presented by her in the project has not been
submitted earlier.
(Assistant Professor)

INDEX

1. Chapter 1: Introduction
2. Chapter 2:
3. Chapter 3:
4. Chapter 4:
5. Chapter 5:
6. Chapter6:
Chapter 1: Introduction

Insurance
Insurance brokerage - Insurance brokers shop for insurance (generally corporate
property and casualty insurance) on behalf of customers. Recently a number of
websites have been created to give consumers basic price comparisons for services
such as insurance, causing controversy within the industry.

Insurance underwriting - Personal lines insurance underwriters actually

underwrite insurance for individuals, a service still offered primarily through
agents, insurance brokers, and stock brokers. Underwriters may also offer similar
commercial lines of coverage for businesses. Activities include insurance
and annuities, life insurance, retirement insurance, health insurance, and property
& casualty insurance.

F&I - Finance & Insurance, a service still offered primarily at asset dealerships.
The F&I manager encompasses the financing and insuring of the asset which is
sold by the dealer. F&I is often called "the second gross" in dealerships who have
adopted the model

Reinsurance - Reinsurance is insurance sold to insurers themselves, to protect

them from catastrophic losses.

Other financial services

Bank cards - include both credit cards and debit cards. According to the Nilson
Report, Bank of America is the largest issuer of bank cards.

Credit card machine services and networks - Companies which provide credit
card machine and payment networks call themselves "merchant card providers".

Intermediation or advisory services - These services involve stock brokers

(private client services) and discount brokers. Stock brokers assist investors in
buying or selling shares. Primarily internet-based companies are often referred to
as discount brokerages, although many now have branch offices to assist clients.
These brokerages primarily target individual investors. Full service and private
client firms primarily assist and execute trades for clients with large amounts of
capital to invest, such as large companies, wealthy individuals, and investment
management funds.

Company
Profile
Reliance Securities limited is a Reliance Capital Company and part of Reliance
Anil Dhirubhai Group. Reliance Securities is a permit enduser of the brand
“Reliance securities” for promoting its various product and services .Reliance
Securities endeavors to change the way investors transact in equities market-stand
avails services. It provides customers with access to Equity, Derivatives, Portfolio
Management Services, Investment Banking, and Mutual Funds & IPOs. It also offe
rssecured online share trading platform and investment activities in secure, cost
effective and conveniences of trading offline through variety of means, including
call & trade, branch dealing desk and its network of affiliates. Reliance Securities
through its pan India presence with 6233 outlets, has more than 35million
customers .Reliance Capital is one of India’s leading and fastest growing private
sector financial services companies, and rank among the top 3 private sector
financial services and banking groups, in terms of net worth Reliance Capital ranks
among the top 3 private sector financial services and banking companies, in terms
of net worth. Reliance Capital has interests in asset management and mutual funds,
life and general insurance, private equity and proprietary investments, stock
broking, depository services, distribution of financial products ,consumer finance
and other activities in financial services.

Reliance Capital Limited was incorporated in year 1986 at Ahmadabad in Gujarat

as Reliance Capital & Finance Trust Limited. The name RCL came into effect
from January 5, 1995. In 2002, RCL shifted its registered office to Jamnagar in
Gujarat before it finally moved to Mumbai in Maharashtra, in 2006. In 2006,
Reliance Capital Ventures Limited merged with RCL and with this merger the
shareholder base of RCL rose from 0.15 million shareholders to 1.3 million. RCL
entered the Capital Market with a maiden public issue in 1990 and in subsequent
years further tapped the capital market through rights issue and public issues. The
equity shares were initially listed on the Ahmadabad Stock Exchange and The
Stock Exchange Mumbai. Presently the shares are listed on The Stock Exchange
Mumbai and the National Stock Exchange of India. RCL in the initial years
engaged itself in steady annuity yielding businesses such as leasing, bill
discounting, and inter-corporate deposits. Later, in 1993 diversified its business in
the areas of portfolio investment, lending against securities, custodial services,
securities market operations, project finance advisory services, and investment
banking. RCL was accredited a Category 1 Merchant banker by the Securities
Exchange Board of India (SEBI). It had lead managed/co-managed 15 issues of an
aggregate value of Rs. 400 crore and had underwritten 33 issues for an aggregate
value of Rs. 550 crore. All these companies were listed on various exchanges.

RCL obtained its registration as a Non-banking Finance Company (NBFC)

inDecember 1998. In view of the regulatory requirements RCL surrendered
itsMerchant Banking License.RCL has since diversified its activities in the areas
ofasset management and mutual funds, life and general insurance, private equity
and proprietary investments, stock broking, depository services, distribution of
financial products, consumer finance and other activities in financial services.
Reliance Group Holdings has grown from a small office data-processing
equipment firm in 1961 into a major insurance and financial-services group in one
generation under one chief. The holding company is best known for its insurance
group, which includes separate subsidiaries for property and casualty insurance,
life insurance, and title and mortgage insurance. Reliance insurance operations
constitute the nation’s 27th-largest property and casualty operation. The parent
company also includes a development subsidiary in commercial real-estate.
Reliance’s international consulting group contains several subsidiaries in energy,
environment, and natural resources consulting. A financial arm invests inother
businesses, primarily television stations. By the time he received a Bachelor of
Science degree in economics from the Universityof Pennsylvania’s Wharton
School of Finance in 1959, Saul Steinberg was already in the business of leasing
computers, then a new concept. In 1961, at age 22, Steinberg founded the Leasco
Data Processing Equipment Corporation. The company grew rapidly, expanded its
capabilities, and in 1965 went public by 1968, Leasco sought to diversify its fields
of business. Among its major purchases in the last two years of the 1960s was
Reliance Insurance Companies of Philadelphia, which included Reliance Insurance
Company and its subsidiaries. Leasco bought 91% of Reliance in September 1968,
and the balance in winter 1981. Reliance insurance had been writing insurance
since 1817, officially incorporating in 1820, and became the company’s largest
subsidiary. Reliance Insurance started as the Fire Association of Philadelphia in
1817, organized by 5 hose and 11 engine fire companies. It became the nation’s
first association of volunteer fire departments. Its office was the front room of
CalebCarmalt, one of the founders. The association first met in his house on
September17, 1817. Michael Fox, president of Diligent Engine Company, was
electedchairman. The new group took the place of several previous associations
that hadnever succeeded because of internal squabbles among members.The
association started with no securities, and trustees pledged their property as
security. The founders agreed not to pay dividends until the company accumulated
$15,000 in capital. The original 13 trustees agreed that dividends should go to the
unpaid firemen. As a benefit, members received a 5% discount on their own
property fire insurance. In addition to underwriting fire insurance, the association
served as mediator between its member engine and those companies; as rivals to
get to a fire first to collect the commission, fire companies often damaged each
other’s equipment and assaulted each other. The association adopted a fire mark
with a fireplug attached to a hose and the initials F.A. on both sides for
homeowners to place on their facades to let firefighters--and potential arsonists--
know the houses were insured. SamuelBleight, a storeowner with a weaving
business in his basement, bought the firstpolicy for his three-story building. The
company took ten risks its first year. The first time the association applied to the
state legislature for a charter, it failed after the representative from Philadelphia
stated that "the petitioners were men unworthy of public confidence and destitute
alike of public spirit and mentalworth." Association members immediately
launched a successful campaign todefeat the representative in his next bid for
reelection. Existing insurancecompanies also fought the charter. They "may have
feared the Fire Associationsinfluence on their own business, though they gave as
their real cause ofopposition . . . the fact that the new organization was without
cash capital, “according to The Fire Association of Philadelphia, a corporate
history published in 1917 to celebrate its first century. On March 27, 1820, the
governor of Pennsylvania signed a charter for The Trustees of the Fire Association
ofPhiladelphia.The Company wrote 29 risks the first year of its charter. Business
grew steadily, and by 1832, it wrote 583 policies. Although the first companies
joined theassociation without charge, it subsequently imposed an entrance fee.
ByNovember 1829, 44 companies were members.

Vehicle insurance
 Insurance is secured either by working with an independent insurance
agent or with an insurance broker who is authorized to sell insurance
policies. Some can represent from several agencies, like Guy Carpenter &
Company or a growing number of online brokers who provide policy
purchases.

Liability coverage
Liability coverage, sometimes known as Casualty insurance, is offered for bodily
injury (BI) or property damage for which the insured driver is deemed
responsible. The amount of coverage provided (a fixed dollar amount) will vary
from jurisdiction to jurisdiction. Whatever the minimum, the insured can usually
increase the coverage (prior to a loss) for an additional charge.

An example of property damage is where an insured driver (or 1st party) drives
into a telephone pole and damages the pole; liability coverage pays for the
damage to the pole. In this example, the drivers insured may also become liable
for other expenses related to damaging the telephone pole, such as loss of
service claims (by the telephone company), depending on the jurisdiction. An
example of bodily injury is where an insured driver causes bodily harm to a third
party and the insured driver is deemed responsible for the injuries. However, in
some jurisdictions, the third party would first exhaust coverage for accident
benefits through their own insurer (assuming they have one) and/or would have
to meet a legal definition of severe impairment to have the right to claim (or sue)
under the insured driver's (or first party's) policy. If the third party sues the
insured driver, liability coverage also covers court costs and damages that the
insured driver may be deemed responsible for.

In some states, such as New Jersey, it is illegal to operate (or knowingly allow
another to operate) a motor vehicle that does not have liability insurance
coverage. If an accident occurs in a state that requires liability coverage, both
parties are usually required to bring and/or submit copies of insurance cards to
court as proof of liability coverage.
Company’s vision, value and
strategy
Business strategy

 Steady growth by adapting to the changing environment, without losing

the focus on our core domain of financial services
 De-risked business through multiple products and diversified revenue
stream
 Knowledge is the key to power superior financial decisions
 Keep costs low and continuously strive for innovation

Customer strategy

 Remain largely a retail focused organization, driving stickiness through

knowledge and quality service
 Cater to untapped areas in semi-urban and rural areas, which is relatively
safe from cut-throat competition
 Target the micro, small and medium enterprises mushrooming across the
country through a cluster approach for lending business
 Use wide multi-modal network serving as one-stop shop to customers

Vision
Our Vision is to:

Become the premier insurance organization and the insurer of

first choice in Bangladesh with a sound reputation for
dependability, professionalism and the highest standard of
customer services.
Mission
Our Mission is to:
 Grow significantly and achieve significant non-life insurance market
share.
 Continue delivering attractive returns to our shareholders.
 Become a caring organization and employer of choice.
 Invest in top quality human resources and develop full potentials of
employees by providing continued training and insurance education.
 Bring innovation in insurance products and selling techniques.

Strengths
Managerial depth
 Our promoters individually are first-generation Indian entrepreneurs with
meritorious academic backgrounds and impeccable professional careers.

 The Promoters have built the business from scratch, without pedigree of a
large family business or inherited wealth and steered it towards a market
leading position by dint of hard work and enterprise.

 We have consistently attracted the best of the talent from across the
financial sector – private sector banks, foreign banks, public sector banks
and established NBFCs. The senior management team have years of
experience and backgrounds similar to promoters and leads competent
teams. Rliance has uninterrupted history of profits and dividends since
listing. We have delivered total shareholder returns of 34.3% CAGR from
listing till March 31, 2013.
People
 Our people form the backbone of our organization and are the foundation
of our success. We have significant ownership by employees with a credo
of ‘owners work, workers own’, which has enabled us to maintain a
highly motivated staff driven by ‘owner mindset’. We create owners out
of our employees not just by offering a financial stake but also through
autonomy to take decisions, make mistakes and grow confidence,
competence and career.

Knowledge
 Reliance is a knowledge driven organization and has over the years
developed and institutionalized knowledge about its businesses at all the
levels.

 Our roots are in original research on economy, sectors, companies, capital

markets and global financial trends. Our in-house research capabilities
gives us an edge in understanding industry trends, macro-economic
situations, business cycles, inflation and interest rate trends, technological
changes, regulatory and legal updates, environmental factors impacting
labor, raw material supply, pollution norms and for intermediate
products- trends in end user sectors and for consumption products- trends.

 We have strong origination and feedback processes across our businesses

to get deep understanding of customer’s needs and profile.

Innovation
 We have successfully executed a number of innovative and disruptive
ideas in the financial services industry to rise from a start-up to leadership
position in less than two decades. For instance:
 We gave away all our research free on indiainfoline.com and acquired
millions of readers
  We pioneered online trading and revolutionized broking at lowest rate of
5 basis points
 We inducted a high profile institutional team from a foreign brokerage
house in a first of its kind deal in India broking industry

Well capitalized
 The Group has net worth of around Rs20 billion.
The company has a significantly unutilized capacity to leverage.

Technology
 Right from inception, Reliance has incubated and developed next
generation technology for its core businesses.

 Reliance front office software is seamlessly integrated to a highly

automated proprietary back office, risk management and MIS software.

 Reliance Trader Terminal is an entirely home grown proprietary

technology, which allows trading in Equities Cash & Derivatives,
Commodities.
Customer service
Our existing customer service organization has evolved with the singular goal
since inception that our customer experience should be the best. We offer
services through multiple customer touch-points such as personal interaction at
our offices, call center, email, and online web-based interface. We have made
significant investment in systems, technology, people and their training, to
ensure high service standards. We have also won an award for Best Customer
Service in Financial Services 2013. Some key elements of our service approach
are ‘first time right’ and ‘lightning fast’ response time. We have taken several
proactive steps to reduce the incidence of grievances
 ICICI Lombard
ICICI Lombard General Insurance Company Limited is one of
the leading private sector general insurance companies in India.
It is engaged in general insurance, reinsurance, insurance
claims management and investment management.[2] The
company has a Gross Written Premium (GWP) of Rs 109.60
billion(FY 2017). The firm offers policy insurance and renewal
through its intermediaries and website. It markets assurance
products including Car Insurance, Health
Insurance, International Travel Insurance, Overseas Student
Travel Insurance, Two Wheeler Insurance, Home
Insurance and Weather insurance.

Established in 2001, ICICI Lombard General Insurance Company is a

joint venture between ICICI Bank- India’s second largest bank
and Fairfax Financial Holdings Limited- a financial services company
based in Toronto. ICICI bank had 64% stake in the venture while Fairfax
had 35% in the joint venture. ICICI Lombard General Insurance is the
largest private sector general insurance company in India.

ICICI General’s Gross Written Premium (GWP) was Rs 109.60 billion in

fiscal 2017. The company maintained its market leadership in the private
sector with an overall market share of 8.4%. The company witnessed an
increase in policy volumes by 12.21% from 15.80 million in fiscal 2016 to
17.73 million in fiscal 2017. ICICI General’s profit before tax increased
from Rs 7.08 billion in fiscal 2016 to Rs 9.10 billion in fiscal 2017. ICICI
General’s profit after tax increased from Rs 5.07 billion in fiscal 2016 to
Rs 7.02 billion in fiscal 2017. In fiscal 2016, ICICI Bank sold a 9.0%
stake in ICICI General to its joint venture partner, Fairfax Financial
Holdings, at a company valuation of Rs 172.25 billion. Following the
transaction, the share ownership in ICICI Lombard General Insurance
Company of ICICI Bank and Fairfax Financial Holdings Limited is
approximately 64% and 35%, respectively.
Chapter 2: Objective and
Methodology
 As customers are considered to be the kings in the market the significance of
this project can explained into following points

 The project helps in understanding the importance of customer

satisfaction in an organization.
 It shows what the existing clients are expecting and how much the
company is able to meet those expectations.
 The project helps the company to understand client’s needs and
psychology and make adjustment accordingly as it is much easier to
retain clients than to make new ones.
 The study helps in understanding the reasons of dissatisfied clients and
enhance their performance to make them satisfied
 Objectives
The objectives of preparing the project on CLIENT SATISFATION in
reliance are as follows

 The main and foremost objective of the study is to find out the level of
satisfaction among the existing clients of various divisions
 To provide better services and satisfaction to the clients
 To collect and evaluate ideas/views and expectation of internal customers
for the improvement in services
 To find out the most prominent area of dissatisfaction
 To enhance the communication and co-operation between the clients and
the company
Methodology
The quality and reliability of research study is dependent on the information
collected in a scientific and methodological manner. Scientific planning of
designing of research method is a blue print for any research study. Therefore,
proper time and attention should be given in designing the plan of research.
While proper definition of problem tells the researcher where he has to go,
proper design tells him how he should go. Selection of methodology for a
particular project is made easy by sorting out a number of alternative
approaches, each of them having its own advantage and disadvantages. Efficient
design is that which ensure that the relevant data are collected accurately.
DATA COLLECTION METHOD:
Data are the bricks with which the researcher has to make a house. While the
quality of research findings depends on data, the adequacy of appropriate data
in turn depends upon proper method of data collection. A number of methods
are at the disposal of the researcher of which one has to select the most
appropriate one for visualizing the research objective. Thus he has to see that
the method adopted is compatible with the resources and research study.

a) Primary Data: Data which are collected fresh and for the first time and
thus happens to be original in character. Primary data are gathered for
specific purpose.

b) Secondary data: Data that collected from primary data i.e., they are
already exiting somewhere. For the purpose of our study we collected
both the data.

For the purpose of this study we collected:

Secondary data through induction manual, magazines, corporate journals and

web site &Primary data through Questionnaire method

In our study the main emphasis was on the questionnaire method. We used
questionnaire method for figuring out the satisfaction level of customers
belonging to different divisions. Question, which were asked, were of multiple
choices in nature and were of, closed ended.
Chapter 3: Conceptual
discussion
Customer satisfaction
Customer satisfaction is a term frequently used in marketing. It is a measure of
how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals." In a
survey of nearly 200 senior marketing managers, 71 percent responded that they
found a customer satisfaction metric very useful in managing and monitoring
their businesses.
It is seen as a key performance indicator within business and is often part of
a Balanced Scorecard. In a competitive marketplace where businesses compete
for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.
"Within organizations, customer satisfaction ratings can have powerful effects.
They focus employees on the importance of fulfilling customers' expectations.
Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability.... These metrics quantify an important dynamic. When a brand
has loyal customers, it gains positive word-of-mouth marketing, which is both
free and highly effective."
Therefore, it is essential for businesses to effectively manage customer
satisfaction. To be able do this, firms need reliable and representative measures
of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product
or service has met or exceeded expectations. Thus, expectations are a key factor
behind satisfaction. When customers have high expectations and the reality falls
short, they will be disappointed and will likely rate their experience as less than
satisfying. For this reason, a luxury resort, for example, might receive a lower
satisfaction rating than a budget motel—even though its facilities and service
would be deemed superior in 'absolute' terms."
The importance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone plan providers, such
as AT&T and Verizon, participate in an industry that is an oligopoly, where
only a few suppliers of a certain product or service exist. As such, many cell
phone plan contracts have a lot of fine print with provisions that they would
never get away if there were, say, 100 cell phone plan providers, because
customer satisfaction would be far too low, and customers would easily have
the option of leaving for a better contract offer.

"Client satisfaction provides a leading indicator of consumer purchase

intentions and loyalty." "Client satisfaction data are among the most frequently
collected indicators of market perceptions. Their principal use is twofold:"

1. "Within organizations, the collection, analysis and dissemination of these

data send a message about the importance of tending to customers and
ensuring that they have a positive experience with the company's goods
and services."
2. "Although sales or market share can indicate how well a firm is
performing currently, satisfaction is perhaps the best indicator of how
likely it is that the firm’s customers will make further purchases in the
future. Much research has focused on the relationship between customer
satisfaction and retention. Studies indicate that the ramifications of
satisfaction are most strongly realized at the extremes."
Research also shows that a majority of the firms invest in measuring,
monitoring, and disseminating customer satisfaction information; in fact, these
authors found that customer satisfaction research is one of the most widely
conducted marketing research activities in the firms.
On a five-point scale, "individuals who rate their satisfaction level as '5' are
likely to become return customers and might even evangelize for the firm. (A
second important metric related to satisfaction is willingness to recommend.
This metric is defined as "The percentage of surveyed customers who indicate
that they would recommend a brand to friends." When a customer is satisfied
with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) "Individuals who rate
their satisfaction level as '1,' by contrast, are unlikely to return. Further, they can
hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer
satisfaction."
“Satisfaction is not necessarily one dimensional. It is possible for consumers to be
satisfied and dissatisfied with the product simultaneously. Management must also
aware that for any given level of satisfaction there are two types of items:
maintainers (which must exist if dissatisfaction is to be avoided) and satisfiers
(which motivate real satisfaction)”
Importance of satisfaction of existing clients

1. it’s a leading indicator of consumer repurchase intentions and

loyalty

Customer satisfaction is the best indicator of how likely a customer will make a
purchase in the future. Asking customers to rate their satisfaction on a scale of
1-10 is a good way to see if they will become repeat customers or even
advocates.

Any customers that give you a rating of 7 and above, can be considered
satisfied, and you can safely expect them to come back and make repeat
purchases. Customers who give you a rating of 9 or 10 are your
potential customer advocates who you can leverage to become evangelists for
your company.

Scores of 6 and below are warning signs that a customer is unhappy and at risk
of leaving. These customers need to be put on a customer watch list and
followed up so you can determine why their satisfaction is low.

That’s why it’s one of the leading metrics businesses use to measure consumer
repurchase and customer loyalty.

2. it’s a point of differentiation

In a competitive marketplace where businesses compete for customers;

customer satisfaction is seen as a key differentiator. Businesses who succeed in
these cut-throat environments are the ones that make customer satisfaction a key
element of their business strategy.

This is an example of where customer satisfaction goes full circle. Not only can
customer satisfaction help you keep a finger on the pulse of your existing
customers, it can also act as a point of differentiation for new customers.
3. It reduces customer churn

An Accenture global customer satisfaction report (2008) found that price is not
the main reason for customer churn; it is actually due to the overall poor quality
of customer service.

Customer satisfaction is the metric you can use to reduce customer churn. By
measuring and tracking customer satisfaction you can put new processes in
place to increase the overall quality of your customer service.

4. It increases customer lifetime value

A study by Info Quest found that a ‘totally satisfied customer’ contributes 2.6
times more revenue than a ‘somewhat satisfied customer’. Furthermore, a
‘totally satisfied customer’ contributes 14 times more revenue than a ‘somewhat
dissatisfied customer’.

Satisfaction plays a significant role in how much revenue a customer generates

for your business.

Successful businesses understand the importance of customer lifetime value

(CLV). If you increase CLV, you increase the returns on your marketing dollar.

5. It reduces negative word of mouth

McKinsey found that an unhappy customer tells between 9-15 people about
their experience. In fact, 13% of unhappy customers tell over 20 people about
their experience.

How much will that affect the business and its reputation in industry?

Customer satisfaction is tightly linked to revenue and repeat purchases. What

often gets forgotten is how customer satisfaction negatively impacts your
business. It’s one thing to lose a customer because they were unhappy. It’s
another thing completely to lose 20 customers because of some bad word of
mouth.
To eliminate bad word of mouth one needs to measure customer satisfaction on
an ongoing basis. Tracking changes in satisfaction will help you identify if
customers are actually happy with your product or service.

6. it’s cheaper to retain customers than acquire new ones

This is probably the most publicized customer satisfaction statistic out there. It
costs six to seven times more to acquire new customers than it does to retain
existing customers.

If that stat does not strike accord with you then there’s not much else I can do to
demonstrate why customer satisfaction is important.

Customers cost a lot of money to acquire. Marketing team spend thousands of

dollars getting the attention of prospects, nurturing them into leads and closing
them into sales.

Customer satisfaction cycle

Chapter 4: Data Analysis
MOTER INSURANCE
 Questionnaire from 125 existing clients were taken who were
dealing in equity market through brokers associated with the
company.
 Questions were answered on a scale of “1-5” using liker’s scale
method
 Out of 125 existing clients a total of 105 responses were recorded
through questionnaire method.
 Data received from the clients shows the following results.

Table
Response Satisfied Somewhat satisfied Not Satisfied Total

Client 93 5 7 105

Percentage 89 5 6 100
 Client satisfaction in MOTER
SATISFIED SOME WHAT DISSATISFIED DISSATISFIED

6%
5%

89%

 Analysis: The data shows that the majority of existing clients i.e.,
89% using brokers are satisfied where as 5% of total sample were
somewhat dissatisfied whereas 6% were not satisfied with the
services. The causes of the dissatisfaction were mainly because of
not enough communication between client and broker according to
the clients.
  Mutual funds can be classified under different parameters. We
have taken questionnaire response from people dealing in short-
term market and long-term market each of 120 responses
 Questions were answered on a scale of “1-5” using liker’s scale
method
 The results from the data were as follows.

Table
Response Satisfied Somewhat Dissatisfied Total
satisfied
Clients 90 14 16 120

Percentage 75 12 13 100
 13%

12%
Satisfied
Somewhat dissatisfied
dissatisfied

75%

 Analysis: the data shows that a total of 75% clients dealing in mutual
funds in short-term market are satisfied with the returns and services
offered by the company and 12% of total 120 respondents were
somewhat dissatisfied where as 13% clients were unhappy with the
results and services provided by the company.
 FIRE AND BUGLARY
INSURANCE
 Fire and burglary insurance is a product offered by the organization.
Here the quality of service provided from the point of documentation to
transfer of money and knowledge was assessed from the clients.
 Total questionnaires from 110 people were asked to fill. Out of which
100 responded.

Table

Response Satisfied Somewhat Dissatisfied Total

satisfied
Clients 89 9 12 110

Percentage 81 8 11 100
 fire and buglary insurne
Satisfied somewhat dissatisfied dissatisfied

11%

8%

81%

 Analysis: The information collected from the questionnaire shows that

81% of the overall respondents were happy with the process and service
provided by the company, whereas 8% were somewhat dissatisfied and a
total of 11% were not satisfied with the process and service. Most of the
clients states that the process took a long time.
 BROKING
 A total of 140existing clients were asked to fill the questionnaire out of
which 115 responded who deals in currency and derivatives through
company’s brokers.
 Responses were recorded on the scale of “1-5” using liker’s scale

Table
Response Satisfied Somewhat Dissatisfied Total
satisfied
Clients 86 14 15 115

Percentage 75 12 13 100
 BROKING
Satisfied Somewhat Satisfied Dissatisfied

13%

12%

75%

 Analysis: The data shows that the existing clients who deals in
currency through a broker from the company, 75% of which are
satisfied with the services and 12% were somewhat dissatisfied
whereas 13% were dissatisfied.

.
Chapter 5: Findings and
Recommendations
Findings
The majority of existing clients in each of the area selected were satisfied with
the services provided by the company. The main reason of dissatisfaction in
equity, currency and derivatives were the delay in communication and lack of
understanding between the client and the broker, whereas in home loan it was
the duration of the process and in mutual funds it was the returns. On a scale of
1-10 the overall customer satisfaction rate of the company would be between 8-
10

Recommendations

 Even though the company’s majority of clients are satisfied as

compared to dissatisfied clients it must focus on satisfying the
needs of dissatisfied clients and provide better results and
quality of service.
 It should take necessary steps to shorten the process.
 Must focus on improving communication between clients and
broker more.
 It should maintain a healthy relationship between the company
and the existing clients irrespective of the business because it’s
much easier to retain customer than to create new ones.