Summer Internship Program

Company Name
HINDUSTAN COCA COLA BEVERAGES PVT LTD

Title of the project

To determine the customer satisfaction on fanta apple and minute maid nimbu pani fresh.

Faculty Guide: Mrs. Jayanthi Ramesh A30601910048

B.Raghuveer, Enroll no: MBA 2012 AMITY GLOBAL BUSINESS SCHOOL

SYNOPSIS CUSTOMER SATISFACTION (Marketing)

Working Title: To determine the customer satisfaction levels on fanta apple and minute maid nimbu pani fresh.
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Customer satisfaction: 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."
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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 representive measures of satisfaction.

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Company Profile: HINDUSTAN COCA COLA BEVERAGES PVT LTD

The Coca-Cola Company, nourishing the global community with the worlds largest selling soft drink since 1886, returned to India in 1993 after a gap of 16 years giving a new thumbs-up to the Indian Soft Drink Market. In the same year, the Company took over ownership of the nation's top softdrink brands and bottling network. No wonder, our brands have assumed an iconic status in the minds of the consumers. Coca-Cola serves in India some of the most recalled brands across the world including names such as Coca-

Cola, Diet Coke, Sprite, Fanta, Thums Up, Limca, Maaza and Kinley (packaged drinking water). The company operates a franchised distribution system dating from 1889 where The Coca-Cola Company only produces syrup concentrate which is then sold to various bottlers throughout the world who hold an exclusive territory. The Coca-Cola Company owns its anchor bottler in North America, Coca-Cola Refreshments.The company makes and distributes sodas, waters, fruit juice, teas and coffees and energy drinks. Through the world's largest beverage distribution system, consumers in more than 200 countries drink the company's beverages with over 1.6 billion servings each day.Major brands include Coke, Diet Coke, Sprite, Bacardi, A&W, Minute Maid, Dasani, Nestea, Powerade, Vitamin Water, Simply and Georgia Coffee.
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Objective:

ANALYSE VARIOUS REASONS FOR THE DECLINE OF THE FOLLOWING COCA COLA PRODUCTS MARKETSHARE, 1) To find out the relevant competitors for Fanta apple and Minute Maid Nimbu Fresh (according to the customers feedback) 2) To find out the most profitable segment(s) for these 2 drinks (only with adequate number of customers with different demographic features) 3) To identify the major reasons for the failure of these 2 products from Coke (like pricing, inadequate advt, wrong groups targeted, lack of awareness created, finding out whether other products of coke have overshadowed these 2 drinks) FANTA APPLE & MINUTE MAID NIMBU FRESH.

MISSION AND VISSION OF COMPANY The world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what's to come. We must get ready for tomorrow today. That's what our 2020 Vision is all about. It creates a long-term destination for our business and provides us with a "Roadmap" for winning together with our bottling partners. Our Mission

Our Roadmap starts with our mission, which is enduring. It declares our purpose as a company and serves as the standard against which we weigh our actions and decisions.

To refresh the world... To inspire moments of optimism and happiness...

To create value and make a difference. Our Vision Our vision serves as the framework for our Roadmap and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth.

People: Be a great place to work where people are inspired to be the best they can be. Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and satisfy people's desires and needs.

Partners: Nurture a winning network of customers and suppliers, together we create mutual, enduring value.

Significance of the Study: To begin with, to acquire a customer a company incurs promotional costs like advertising, sales promotion etc. It is said that it costs five times more to attract a new customer than retaining one. The operating cost decreases when a customer stays. Services being rich in experience and credence qualities, it takes some time for customers to get accustomed to it and once they are used to the service and are satisfied with the service provider ,they tend to purchase more over a period of time.As they remain satisfied with a service provider, they spread a positive word of mouth, which is very effective in case of services for attracting new customers. Longer the customer stays with an organization, more the organization knows about him, which enables it to offer customized services which make it difficult for the customer to defect. This may even provide opportunities to the organization to charge price premium by offering individualized services which may be difficult for the competitors to offer.
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Scope of the Study: A key principle of relationship marketing is the retention of customers through varying means and practices to ensure repeated trade from preexisting customers by satisfying requirements of products.
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Research Design: Market Research as per questionnaires. Sample Size 100-200 persons. Conducting Market research by consumers outlets and customers.

Usefulness of the Study: To identify factors to determine the success of both the products.
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Limitations: Lack of awareness, high competitors, less advertising and consumer preference is low.
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. Types of Data Sources:

Primary & Secondary data.

1. Primary data:

By Questionnaire, By consumer outlets.

2. Secondary data:

Annual report of HINDUSTAN COCA COLA BEVERAGES PVT LTD.

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Bibliography: Bibliography contains the following:

www.wikipedia.com

www.google.com www.scribd.com
http://www.thecoca-colacompany.com/index.html.