Project report on CUSTOMER SATISFACTION COMPANY NAME:

SUBMITTED TO: Mrs. ASTHA SHARMA

SUBMITTED BY: SACHIN SINGH 02913401710

INTRODUCTION

Worlds largest selling soft-drinks since 1886.

Returned to India in 1993 after a 16 year gap, giving a new thumbs up to the Indian softdrink market. In the same year, the company took over ownerships of the nations top soft-drink brand and bottling network. Coca Cola India is among the countrys top international investors, having invested more than US $1 billion in India in the first decade. The company has shaken up the Indian carbonated drinks market greatly, giving consumers the pleasure of world-class drinks to fill up their hydration, refreshment, and nutrition needs. It has also been instrumental giving an exponential growth to the countrys job listings. The business system of the company directly employs approximately 6,000 people, and indirectly creates employment for more than 125,000 people. The Indian operations comprises of 50 bottling operations, 25 owned by the company, with another 25 being owned by franchisees. A network of 21 contract packers manufacture a range of products for the company.

On the distribution font, 10-tonne trucks - open bay three-wheelers that can navigate the narrow alleyways of Indian cities constantly keep our brands available in every nook and corner of the countrys remotest areas.

COMPANY PROFILE

The Coca-Cola Company is an American multinational beverage corporation of manufacturer, retailer and marketer of non-alcoholic beverage concentrates and syrups. The company is best known for its flagship product Coca-Cola, invented in 1886 by pharmacist John Stith Pemberton in Columbus, Georgia. The Coca-Cola formula and brand was bought in 1889 by Asa Candler who incorporated The Coca-Cola Company in 1892. Besides its namesake Coca-Cola beverage, Coca-Cola currently offers more than 500 brands in over 200 countries or territories and serves over 1.6 billion servings each day. 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 Coca-Cola Company is headquartered in Atlanta, Georgia, United States. Its stock is listed on the NYSE and is part of DJIA, S&P 500 Index, the Russell 1000 Index and the Russell 1000 Growth Stock Index. Its current chairman and chief executive is Muhtar Kent.

REVENUE
According to the 2005 Annual Report, the company sells beverage products in more than 200 countries. The report further states that of the more than 50 billion beverage servings of all types consumed worldwide every day, beverages bearing the trademarks owned by or licensed to Coca-Cola account for approximately 1.5 billion (the latest figure in 2010 shows that now they serve 1.6 billion drinks everyday). Of these, beverages bearing the trademark "Coca-Cola" or "Coke" accounted for approximately 78% of the Company's total gallon sales. Also according to the 2007 Annual Report, Coca-Cola had gallon sales distributed as follows:

42% in the United States 37% in Mexico,India, Brazil, Japan and the People's Republic of China 20% spread throughout the rest of the world

In 2010 it was announced that Coca-Cola had become the first brand to top 1 billion in annual UK grocery sales.

Financials
Company Type Fiscal Year-End 2010 Sales (mil.) 2010 Employees Public Headquarters December $35,119.0 139,600

Executives
Chairman and CEO EVP and CFO VP and CIO Muhtar Kent Gary Fayard Edmund Steinike

METHODOLOGY

SOURCES OF DATA

Sample size: We have taken the sample size of 50 people on the basis of which
we have prepared the questionnaire and conducted the survey.

Population: Coca-Cola products are being widely used in the country and
worldwide by all type of age groups whether it is kids, teenage, adults or old age. Kids (9-12 years), Teenage (13-19 years), Adults (20-50 years), Old-age (51 and above). LATENT PUBLICS - The group which faces the problem but does not actually know what the problem is. Kids Teenage Old-age AWARE PUBLICS - The group that recognize the problem that exists. Teenage Adults Old-age ACTIVE PUBLICS - The groups which are doing something about the problem. Adults Old-age

 TYPE OF RESEARCH
We have conducted a survey to find out the current opinions of the public regarding Coca-Cola Company and its product range. A set of questions was prepared which was distributed among 50 peoples and on the basis of the responses of the public through the questionnaire further analysis is being done.

Primary Research: Prepared questionnaire and distributed it among the people to

know their views.

Secondary Research: Took some information from the published sources like
internet (Wikipedia,Google) etc.

CONCLUSION

The key element of Coca Colas Business imperatives is to develop each of the markets by providing superior customer service and quality products. In Coca-Cola hard work is the key to the changing needs of the customers. They initiate a number of customer-specific programmes. This aims to facilitate a cross-functional approach to planning for the purpose of better aligning of organization with the way the customers do business. In serving consumers Coca Colas blueprint can be summarized in four words: availability, affordability, acceptability and activation.

BIBLIOGRAPHY

1. Introduction of the company has been extracted from (www.wikipedia.org). 2. Information related to the company profile and the revenue has been taken from (en.wikipedia.org/wiki/The_Coca-cola_Company) 3. Information related to the financials and the executives has been taken from the (www.hoovers.com/company/The_Coca-cola)

QUESTIONNAIRE
NAME: ________________________ PHONE NO.: ________________ AGE: _______ SEX: _____ __

OCCUPATION: ________________

INSTITUTION /COMPANY: ___________________________________ (Tick the one you choose in the given box)

1.) How do you feel products compare with those of Pepsi Co? Please pick the two options that apply, one regarding price and the other quality.

Coke products are better priced Pepsi products are better priced Coke products have better quality Pepsi products have better quality

2.) How often do you purchase Frequently Rarely

products? Occasionally Never

3.) How much do you spend weekly on 10 20 Rs. 55 100 Rs. 4.) How do you feel

products? 20 55 Rs. Above 100 Rs.

products are priced? Slightly overpriced Low price

Extremely over priced Appropriately priced

5.) What do you feel about Excellent Below satisfactory

product range? Good Satisfactory Bad

6.) How many products of

can you name?

__________________________________________________________________________________________ ______________________________________________________________________________

7.) What advertising method do you think is most effective for Banners, boards and posters Magazine /Newspaper Ads Television Ads

Through other products

Other (please specify) _________________________________

8.) Advertisements of which soft drink you remember the most? Coca-Cola 7-Up Sprite Pepsi Fanta Thumbs Up Mountain Dew

Other (please specify) _________________________________

9.) What attracts you in the Creativity

advertisements? (Please rate each of them out of 10) Frequency of Ads

Brand Ambassador

Way of delivering the message Other (please specify) ______________________________________

10.) Have you ever decided to purchase any of the Yes No

products

after watching the Ads?

If yes, then specify the product(s): ____________________________

11.) Would you like to give any suggestions? __________________________________________________________________________________________ __________________________________________________________________________________________ __________________________________________________________________________________________ __________________________________________________________________________________________ ________________________________

OBJECTIVES OF RESEARCH
I have selected coca cola because it is one of the major players in the beverage market. To promote customer satisfaction they have undertaken several innovative strategies .In the past few years they have expanded tremendously. I want to study how satisfied the customers are with the coca cola products. To carry out the marketing research process successfully , I will study the company details , company history , offerings , strategies , innovations made ,customer grievance redressal , plans for the future, problems and challenges faced etc in detail. As the title of my research study reflects, the objectives of my research are:

To measure the satisfaction level of the customers. To know the efficiency and purity of products. To know how the company tackles its competitors actions. To find out the reasons for dissatisfaction of the customers.