A

PROJECT REPORT
ON
CUSTOMER SATISFACTION TOWARDS PERSONAL CARE PRODUCTS WITH
REFRENCE TO HUL

A PROJECT REPORT SUBMITTED TO THE UNIVERSITY OF MUMBAI FOR THE
AWARD OF THE DEGREE OF
BACHELOR OF MANAGEMENT STUDIES.

V SEMISTER

BY
MOMIN NEHA ABRAR

G.M.MOMIN WOMEN COLLEGE
BHIWANDI (THANE)

Seat No: 10819

OCTOBER-2013-2014


Executive Summary
The project was undertaken for the fulfillment of T.Y.B.M.S. Programme conducted
by K.M.E.Society G.M.Momin Womens College, Mumbai University.
Objectives:
To understand the level of satisfaction towards the product.
To know the awareness of the product.
To evaluate whether customers are satisfied with the quality of personal care products
of HUL.
Methodology:
The type of study is descriptive research. Descriptive studies are well structured. It
tends to be rigid and its approach cannot be changed often and again. Descriptive
research is very useful in my project study; it will help to find out views, attitudes and
customer satisfaction level.



INTRODUCTION

FMCG Industry:
Fast-moving consumer goods (FMCG) or consumer packaged goods (CPG) are
products that are sold quickly and at relatively low cost. Examples include non-
durable goods such as soft drinks, toiletries, and grocery items. Though the absolute
profit made on FMCG products is relatively small, they are generally sold in large
quantities, and so the cumulative profit on such products can be substantial.

Customer satisfaction:
A customer satisfaction is defined as a customers judgment of a pleasure level
of consumption related fulfilment including levels of under fulfilment .
customers can make satisfactory judgment on different aspects of service
delivery and overall service experience. For instance ,the customer can judge a
hotels service on the basis of interaction at the reception and on the basis of
the entire stay experience historically.

Hindustan Unilever Limited (HUL)

Company Profile:
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 40.5 billion in 2008.
Unilever has about 52% shareholding in HUL.
HUL's distribution network covers 6.3 million retail outlets including direct reach to over 1
million.
History:
In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati Manufacturing
Company, followed by Lever Brothers India Limited (1933) and United Traders Limited
(1935).
HUL formed a 50-50 joint venture with the US-based Kimberly Clark Corporation in 1994,
Kimberly-Clark Lever Ltd, which markets Huggies Diapers and Sanitary napkins.
HUL launched a slew of new business initiatives in the early part of 2000s. Project Shakti
was started in 2001.
In 2002, HUL made its foray into Ayurvedic health & beauty centre category with the Ayush
product range and Ayush Therapy Centres.
Products of HUL:
Food brands:
Annapurna salt and atta
Bru coffee
Brooke Bond (3 Roses, Taj Mahal, Taaza, Red Label) tea
Kissan squashes, ketchups, juices and jams
Lipton tea
Knorr soups & meal makers and soupy noodles
Homecare Brands:
Active Wheel detergent
Cif Cream Cleaner
Comfort fabric softeners
Domestos disinfectant/toilet cleaner
Personal Care Brands:
Clinic Plus shampoo
Dove
Fair & Lovely skin-lightening products
Lakm beauty products and salons
Lifebuoy soaps and hand wash range
Liril 2000 soap



Unilever R&D

The Hindustan Unilever Research Centre (HURC) was set up in 1967
in Mumbai, and Unilever Research India in Bangalore in 1997.
Unilever launched Sustainable Living Plan in on 15 November 2010 at
London, Rotterdam, New York and New Delhi simultaneously.
The company has reduced water usage in manufacturing operations by
10.1% when compared with 2010 and by 21.5% compared to 2008
baseline.
Plastic Recycling Project
Creating financial inclusion
It is also involved in education and rehabilitation of underprivileged
children, care for the destitute and HIV-positive, and rural development.
Health and Hygiene
Greenhouse Gases
Khushiyon Ki Doli
Project Shakti
THEORETICAL BACKGROUND

MEANING OF CUSTOMER SATISFACTION
Customer satisfaction, a business term to measure of how products and services
supplied by a company meet or surpass customer expectation.
It is seen as a key performance indicator within business.
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.

ADVANTAGES OF CUSTOMER SATISFACTION SURVEYS
Up-to-date feedback
Benchmark results
Show that you care

DISADVANTAGES OF CUSTOMER SATISFACTION SURVEYS
Too many surveys, so little time
Privacy issues
RESEARCH METHODOLOGY
RESEARCH DESIGN:
Type of Study: - The type study is descriptive research descriptive
information was collected from respondents.
Nature of Study: - The nature of the study is quantitative type of
study.
Type of Questionnaire: - Structured type of questionnaire with
limited probing questions.
Type of Questions: - Limited probing questions were used to
measure customer satisfaction level.
Type of Analysis: - Quantitative kind of analysis data analysis was
done using Microsoft excel sheet and data is represented in the
form of bar diagram, column &pie diagram.

SOURCES OF INFORMATION:

Primary data:
The following methods were used for collection of primary data-
Research Technique :Survey
Contact method:
Personal interview method
Research Instrument: Questionnaire method
Secondary data: The data were collected by following of other source like:
Internet
Book
Sampling procedure:
A) Sample method: Convenience sampling. (As per the convenience of the
researcher)
B) Sample size: 50 sample size.
Data collection method: survey method and questionnaire method.
Statistical tools: Bar charts, Pie charts, column charts.

DATA ANALYSIS AND
INTERPRETATION
FINDINGS:
48% customers are very satisfied with the variety of personal care brand available in the
market, 48% customers are somewhat satisfied, 4% are neither satisfied nor dissatisfied,
0% of customers are somewhat dissatisfied as well as very dissatisfied..
16% customers are buy hul personal care products daily, 20% customers are purchase
on weekly basis,56% customers are buy monthly basis and 8% customers are buy on
yearly basis
26% customers are like HULs lux beauty soap, 42% are like dove soap, 6% customers
are like lifebuoy, 26% customers are like pears beauty soap, and no one are like breeze
soap.
HULs fair & lovely brand is favorite of 26% of total customer, ponds is favorite of
30% of total customers, lakme is favorite of 42% of customers, and aviance beauty is
favorite of 2% of customers.
22% customers are very satisfied with the price of the HULs personal care products,
62% customers are somewhat satisfied, 16% are neither satisfied nor dissatisfied, 0%
of customers are somewhat satisfied as well as very dissatisfied.
38% of customers are brand loyal to HUL, 12% of customers are not brand loyal, 38%
customers are may be brand loyal to HUL and 12% are cant say about it.
HULs personal care products 34% customers are remain on HUL, 38% customers are
prefer P&G, 6% customers are go for Calvin Klein, 4% customers are prefer godrej,
and 34% customer are prefer amway.


LIMITATION:

Data for this study was collected by means of a survey conducted in
G.M.MOMIN WOMENS DEGREE COLLEGE & at homes.
The study was carried out for a specific period of 90 days.
The sample size for the study is 50 i.e. as per my convenience
Time constraint:
The allotted time to conduct the research. Therefore it became a bit difficult
to cover the entire city of Bhiwandi.
Availability of data:
Most of the time was not in favour of me conducting the research. Non-
willingness of the respondents to answer the questionnaire was also a
hurdle.
Reliability of data:
Reliability of data always remains a prime concern when humans are
surveyed. Non-interest, poor understanding, unclear questions, inability to
think instantly and customer biases creeps in apprehensiveness in the minds
of the researcher while tabulating and analyzing the data.


CONCLUSION:

Customer satisfaction frequently used in marketing is a measure of how products
and services supplied by accompany meet or surpass customer expectations.
Hindustan Unilever Limited (HUL) is India's largest Fast Moving Consumer Goods
Company, touching the lives of two out of three Indians with over 20 distinct
categories in Home & Personal Care Products and Foods & Beverages
HUL's distribution network covers 6.3 million retail outlets including direct reach to
over 1 million.
HULs Project Shakti is a rural initiative that targets small villages populated by less
than 5000 individuals. Through Shakti, HUL is creating micro-enterprise
opportunities for rural women, thereby improving their livelihood and the standard
of living in rural communities.
HULs personal care brand are recognized and loved by consumers across India.
They help consumers to look good and feel good and in turn get more out of life.
Unilever products touch the lives of over 2 billion people every day whether that's
through feeling great because they've got shiny hair and a brilliant smile, keeping
their homes fresh and clean, or by enjoying a great cup of tea, satisfying meal or
healthy snack.