PROJECT REPORT ON CUSTOMER COMPLAINTS AND CUSTOMER SATISFACTION EVALUATION

About NALCO
Was incorporated in 1981 as a public sector company under the ministry of mines. largest integrated bauxite-alumina-Alumunium complex in Asia

Consistent track record in technology absorption ,quality assurance, capacity utilizat Quality assurance, posting of profits

Corporate Office at Bhubaneswar and has four regional offices at Delhi, Mumbai, Ko and Chennai. Government of India (GoI) holds 87.15 per cent stake in the company

an alumina refinery at Damanjodi and a smelter at Angul in Orissa.

Products

Customers

Product type Zone East West

Ingot

Sow ingot 3 15

Wire Rod 13 12

Billet

22 34

5 5

North South

12 17

3 1

18 8

6 7

Year 07-08 08-09 09-10 10-11 12-13

Production Pattern By Nalco Production (in ,000 MT) 360 361 431 434 1100
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SWOT ANALYSIS

STRENGTH huge deposit of Bauxite Low energy consumption High profitability leader

WEAKNESS Scattered plant sites Underutilization of capacity Power problem

OPERTUNITY US economy Decline in intrest rate in china Growth in power sector

THREATS Scarcity of power Expansion project under risk Highly fluctuating price trend of LME

Objective of the study

To Study Customer Satisfaction Surveys conducted by NALCO

To Evaluate the effectiveness of customer satisfaction and suggestions for improvem To understand the complaint resolution done by NALCO

Methodology Followed
the Convenient sampling method is used Primary data is collected through questionnaire . The sample size is confined to 15 customers who buy product through corporate marketing department. Secondary data are being collected from official manuals Suggestions based on the findings

Concept Used
Customer Satisfaction Index

Findings from CSI study done by NALCO

Avg CSI ocf product in JUNE VS DEC
0.94 0.931 0.93 0.922 0.92 0.918 0.91975 0.9155 0.912 0.908 0.901 0.9 JUNE DEC 0.936

0.913

0.91

0.89

0.88 billet sow ingot wire rod ingot AVERAGE

In JUNE 2011 the CSR rating for North zone the CSR for sow ingot is poor. In north zone the customers are not satisfied with the payment terms and the delivery time. 8

OVERALL CSI FOR JUNE VS DEC

70 62 60

66 59

50

49

40 JUNE 30 DEC

20

10

5 1 1 >=0.6 1 >=0.5

0 >=0.9 >=0.8 >=0.7

Customer Preference Of Parameters

Column4
Quality Price 43 68 49

Customer Service
Timeliness of delivery Merchandising options 0 20 40

63
51 60 80

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FINDING

Most of the customers are satisfied with NALCO and they have the desire to maintain their business with NALCO The customers are not satisfied with the complaint resolution done by Nalco Company need to address to complaints regarding the packaging and quantity.

NALCO is the price leader in India in the domestic market.

NALCO is transparent in providing information to its clients .

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Recommendations

NALCO can increase its customers satisfaction by organizing An online customer complaint portal in the official website of NALCO special first track complaint handling department including all the functionalities.

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