Presented by:

Shivani Naik
BBA III
Faculty Guide:
Prof. Pankaj Shukla

CUSTOMER SATISFACTION
TOWARDS WHATSAPP

Introduction
WhatsApp has emerged as the most popular app

among Indians.
Selection of this topic was done in order to

receive a general understanding of market

research.
Moreover, to explore the analysis of primary

data.

Objective
The main objective of this project is to measure

the customer satisfaction level of WhatsApp.

To know the current market scenario of

WhatsApp.
To find out key success features of WhatsApp.
To know the usage pattern of WhatsApp.

About WhatsApp
WhatsApp was founded in the year 2009 by

Brian Acton & Jan Koum and is based in

Mountain View, California.
Now, WhatsApp rules above all the other

mobile messenger apps with about 76% of

smartphone users using it.

Research Methodology
Sampling Methodology
Target population

Smartphone users in Pune city.

Method

Non-Profitability; Convenience Sampling

Method.
Sample Size

106 Respondents.

Data Collection Method

Primary Data
Survey
Personal Interview ( Questionnaire )
Secondary Data
Internet
Company Database

Findings
According to the survey, around 87.7% people

prefer social messaging apps whereas SMS and

emails are less preferred.
95% of people use WhatsApp which shows that

WhatsApp is more popular than Facebook

Messenger or WeChat.
Youth respondents use WhatsApp most of the time

than Facebook Messenger.

Word of mouth is the major cause for the popularity

of WhatsApp.

Recommendations
Most of them who use WhatsApp want video

calling as one of the features and also the support

from PC.
WhatsApp should also focus on adding some new

and attractive features in order to stay ahead in

competition.
Few respondents recommend that company should

allow sharing of media of any size.

Conclusion
WhatsApp has been in the market for a while and

reasonably has a huge loyal customer base

compared to other messaging apps.
WhatsApp is clearly emerging as an alternative for
SMS or Email.
Word of mouth has been a great advantage for
WhatsApp to gain popularity rapidly.
Although the company has captured the market it
still needs to innovate and pitch-in different ideas to
evolve so as to maintain the happy customer level.

References
WEBSITES:
http://www.whatsapp.com/
http://en.wikipedia.org/wiki/WhatsApp
http://www.frost.com/c/10392/blog/blog-display.do?id=

3313452
http://www.cxotoday.com/story/is-whatsapp-overtakingthe-sms-soon/
http://www.wikiswot.com/SWOT/4_/Whatsapp.html
http://www.wikiwealth.com/five-forces:whatsapp
http://in.news.yahoo.com/whatsapp-19-billion-bet-face
book-050220867.html

Thank You