FPR

BY: Asheesh Raikar Sachin Naik Noel Dsouza Munzir Asmath Bhushan Pednekar Divya Bhattacharya Preeti Yadav

INTRODUCTION: Carz Spa is a professional car detailing centre, dedicated to Automobile Beautification and Preservation. We use the best car care products, machines/equipments manufactured by the world's leading companies. These products, machines/equipments are approved by eight of the topmost automobile manufacturers of the world. Our personnel are trained in the latest techniques from abroad, using sophisticated machines, ensuring that your treasured possession always looks as good as new. You can also purchase car care products from us to maintain your car in showroom condition.....always ! Carz Spa does the extensive cleaning of exterior & interior of the car and make the GERM FREE CAR. Carz Spa is a Indias only lSO 9001:2008 Certified Car Detailing Centre. Carz Spa is a member of IDA (International Detailing Association). Carz Spa is awarded the Best Franchisable concept of the year 2009 by Indian Franchise Association (IFA).

Carz Spa Brings to You!!

Proven World class Technology Simplified Production Process Excellent Profitability Wide range of detailing products. Purchasing power of a large scale. Training, technology and support. Comprehensive Training Machinery and Equipments Raw Materials Latest Hi-tech technology Marketing Support R & D Benefits and support Sharing of Trade secrets.

Services:
Exterior Steam Wash

Experience the Hi-tech latest Steam vapour technology to give your car "new sparkling look". Heat and Pressure Combined creates a powerful cleaning Solution that melts away dirt, grime, oil, tar, bird droppings, tree sap.
Intensive Interior Cleaning

Our latest equipments like Steam Vapour machine, Lather Foam machine, Spray Extraction Machine & Bio Degradable cleaners gives an intensive cleaning to all rubber beadings, seat (fabric, leather) belts A.C. Vents, dash board/console carpets, ceiling, door jambs, dicky & all other rubber and fabric mats making car "Germ & Bacteria Free". U.V. protection dressings to all vinyl, plastic, rubber giving your car spotless, shiny, glossy interior.

Ozone Treatment

The car is being treated with OZONE AIR PURIFIER after interior cleaning making it germ free. It Sterilizes interior and help purify the air quality and remove any and all odour in car cabin thus helping you to prevent any health risk.
6 - step paint correction / protection treatments

Over the time cars paint erodes due to the effects of sunlight, UV radiation, acid rain, salt, dirt, bird droppings, air pollution. Our PTFE based polymer paint sealant creates slippery, slick barrier that protects the paint finishes, reduces fading & oxidation of paint. It repels dirt & grime, accelerates water run - off to reduce spotting smoothens weathered surfaces and removes scratches giving a depth to the paint
10 - step paint correction / protection

Sealants are the beauty packs of the car an ultimate form of protecting the finish by sealing the pores creating NEW LOOK TO THE PAINTED SURFACES by repairing the paint scratches, swirl marks, dullness etc by using clay bar and the world's most demanding imported chemicals approved by the car manufacturers.
Anti - Rust Treatment / Protection

Carz Spa source anti - rust compound is scientifically formulated to protect the door's Jams, dicky bonnet, engine bonnet against rust & corrosion, it is a wax based treatment that protects unpainted surfaces & recessed cavities where rust can occur that too with life time warranty. Ask for underbody coating sample palte.
Nano Glass Coating

Based on Chemical Nanotechnology, Nano Glass Coating forms a thin, hygienic, transparent layer over any glass window or surface, which provides excellent water, dirt and grime roll-off, as well as providing protection, high transparency, and significantly reduced maintenance costs. Act as a dust repellent and also improves visibility during rain.
Objective: To find out whether the customers are satisfied with the services provided by Car Spa.

Research: for our research purpose we have taken a sample size of 30 low end customers. Every individual customer was given a questionnaire and personalised attention was paid to every customer to avoid occurrence of any unwelcomed error while filling the questionnaire. If the customer had any query about the questionnaire than measures were taken to solve it on the spot. Special care has been taken to issue questionnaire only to the repeated customers. The task of filling the questionnaire by the customers was divided among the group mates. Every member was given separate task to handle seven customers. The data was then processed in the excel sheet to get the relevant results.

How satisfied were you with the Attendant? Completely dissatisfied 2 Dissatisfied 3 Neither satisfied nor dissatisfied 18 Satisfied 5 Very Satisfied 0

Completely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied

We can infer that majority of the customers are not fully satisfied or pretty neutral about the services.

How satisfied were you with the Cashier? Completely dissatisfied 2 Dissatisfied 8 Neither satisfied nor dissatisfied 14 Satisfied 5 Very Satisfied 0

Completely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied

We can infer from the above chart that all the customers are not always happy with the cash transactions. Suggestion : Firm should decrease the unwanted contact with human beings. Probably they could use technology like the debit cards and initiate electronic payments. And if the firm still wants to insist with human beings as the only mode of transaction, then they will have to introduce strict guidelines or policies for the employees to follow as etiquette

How satisfied were you with the Exit Crew? Completely dissatisfied 0 Dissatisfied 4 Neither satisfied nor dissatisfied 6 Satisfied 17 Very Satisfied 1

Completely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied

The above chart indicates that a huge chunk of customers are satisfied with the exit crew. Introducing more changes might hamper the existing scenario. Hence, sticking to the existing procedure is sufficient.

How satisfied were you with the steam Wash and wax? Completely dissatisfied 0 Dissatisfied 4 Neither satisfied nor dissatisfied 13 Satisfied 7 Very Satisfied 4

Completely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied

We can infer that customers are confused whether to go for wash only or with the wax. As the customer within that locality

How satisfied were you with the Intensive interior Cleaning and Vacuuming? Completely dissatisfied 0 Dissatisfied 3 Neither satisfied nor dissatisfied 11 Satisfied 9 Very Satisfied 5

Completely dissatisfied

Dissatisfied
Neither satisfied nor dissatisfied Satisfied Very Satisfied

Graph indicates that customers are happy with the cleaning and vacuuming services. So for further improvement of new technology should be added.

How satisfied were you with the paint protection package? Completely dissatisfied 2 Dissatisfied 4 Neither satisfied nor dissatisfied 11 Satisfied 6 Very Satisfied 5

Completely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied

Customers are reasonably satisfied. However, there are still a lot of people who are not satisfied. At the moment Car Spa is using hand polish which is less effective compared to machine polish.

How satisfied were you with the add on/toppings glass treatment? Completely dissatisfied 0 Dissatisfied 7 Neither satisfied nor dissatisfied 5 Satisfied 9 Very Satisfied 7

Completely dissatisfied

Dissatisfied
Neither satisfied nor dissatisfied Satisfied Very Satisfied

Majority of the customers are satisfied even though they charge a premium. Special glass treatment is currently not available with Car Spa. This could be introduced.

How satisfied were you with the anti rust/ anti corrosion treatment? Completely dissatisfied 0 Dissatisfied 3 Neither satisfied nor dissatisfied 7 Satisfied 12 Very Satisfied 6

Completely dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very Satisfied

Customers are very satisfied with the overall anti corrosion treatment. Hence we suggest keeping the same package on offer. However, they could advertise and attract more customers to avail the same.

10. How satisfied were you with the Speed of the Service? Completely dissatisfied 5 Dissatisfied 11 Neither satisfied nor dissatisfied 5 Satisfied 5 Very Satisfied 2

Completely dissatisfied Dissatisfied

Neither satisfied nor dissatisfied

Satisfied Very Satisfied

Speed of service is definitely low due to lack of manpower. Since time is everything in the present scenario, the firm needs to pace up to meet the demands by employing more labour to cope with the growing demand.

11. How well were you informed about the Services offered? Bad Not Well Average 0 5 16

Well 6

Very Well 1

Bad Not Well Average Well Very Well

This indicates that the customers are not informed properly about the services. This is mainly because of unskilled employees or the lack of training. Proper training would therefore ensure better information. Moreover, the employees are also not sincere and loyal to the work at hand. Hence the firm need to take care of the employee morale.

Bad 0

12. Service advisor informed you of our specials. Not Well Average 10 11

Well 7

Very Well 0

Bad Not Well Average Well Very Well

This indicates that the customers are not informed properly about the services. This is mainly because of unskilled employees or the lack of training. Proper training would therefore ensure better information. Moreover, the employees are also not sincere and loyal to the work at hand. Hence the firm need to take care of the employee morale.

13. How clean was the location? Bad Not Well 1 4

Average 16

Well 4

Very Well 3

Bad Not Well Average Well Very Well

As the saying goes Cleanliness is next to Godliness, it is very important to maintain a clean and hygienic work place. It is one of the service encounters which have an impact on the moment of truth, i.e., the first impression. So it is advisable to take of the overall firm clean.

14. When you got back to your car, did you have to point out any areas needing further cleaning? Please describe. Yes No 15 13

Chart Title
Yes No

46%

54%

The number of customers happy is almost representing the half. However, there is still a chunk of above 50% who are unhappy. Hence the employees will need to maintain a check list and a job card to ensure that the work is done properly in the very first place.

15. A supervisor inspected and delivered your car to you? Yes No 11 17

Chart Title
Yes No

39% 61%

From the above graph it is inferred that customers are not satisfied with the supervisors, it is suggested that there should be some checklist where all the services are listed priority wise and the supervisors has to check before delivering the vehicle.

16. Do you think the service you received was a good value for the money? Yes No 15 13

Chart Title
Yes No

46% 54%

Like earlier, 46% of the customers are unhappy which is not a good sign for a firms progress. The firm should either market the firm for a niche market with the same or increased price, else, the firm should decrease the price to beat the competition.

17. Do you plan on coming back to Car Spa? Yes No 10 18

Chart Title
Yes No

36% 64%

The overall impression of the customers is bad. And if the same situation continues, Car Spa will be soon out of business. The firm needs to act upon all of the above services to ensure that they sustain in the market.

18. Would you recommend Car Spa to your friends? Yes No 7 21

Chart Title
Yes No 25%

75%

The overall impression of the customers is bad. And if the same situation continues, Car Spa will be soon out of business. The firm needs to act upon all of the above services to ensure that they sustain in the market.