1. SATISFACTION
SURVEY
OF
HOT & COLD
Group Members:
Alok Kumar
Prachi Bhushan
Palak Singhal
Swati Sharma
Romi Rani
Nandita Sharma
Rahul Sahu

2. Customer Satisfaction
“Customer satisfaction is a measure of how
products and services supplied by a
company meet or surpass customer
expectation”
“Satisfaction surveys are the cornerstone of
a formal feedback process that measures
satisfaction with products and services. ”

3. Research conducted by Bain & Company
found that an increase of 5% in customer
retention can increase profits by 25% to
95%. The same study found that it costs
six to seven times more to gain a new
customer than to keep an existing one

4. CUSTOMER SATISFACTION
• Satisfaction Survey Allows Business to :-
 To know how well the business process is
working
 To know where to make changes to create
improvement, if changes are necessary
 Determine if the changes led to improvement

6. HOT & COLD
 About Hot and Cold:
• It started operations about 10 months
ago becoming the favorite hangout
for the population of BIT.
• The need for a fast food joint was
long being felt in the campus.

7. SWOT ANALYSIS
• Strengths: • Weaknesses:
• Only fast food joint in • Prices quite high for
the campus. student population.
• Modern ambiance to • Limited menu choices.
attract youth, only of a • Most items listed are
kind in campus. not available at times.
• Positioned at a • Lack of well trained
favorable location, staff.
near the main campus
building.

8. Opportunities: Threats:
• Improvement in the • The outlets at the
menu can lead to communication Point (
increased sales, youth near the main
prefer variety. entrance) cater more
or less the same
customer needs at
• Much scope for
much lower prices.
improved
infrastructure and
services( eg: • Lack of well
Installation of air coordinated staff can
conditioner etc.) lead customers
searching the options

9. SATISFACTION SURVEY OF
HOT & COLD
• Assess performance, assign priorities
and allocate resources
 By conducting a representative survey of
customers at Hot & Cold, it is possible to
identify the products that will sell well and
bring in more profits
 By doing this, it becomes easier to assign
priorities to the products during sales

10. • Increase customer orientation in the
company.
“The satisfaction surveys help keep a
finger on the pulse of the customer and
thus, aligns the company’s working in tune
with the customers’ needs which ultimately
proves beneficial to both parties”

11. • To highlight the publicly perceived
strengths and weaknesses
Satisfaction surveys can be used as
defining attributes of a particular product or
service. This will help in assessing the
longevity of a product and also helps in
pushing for improvements from within the
company towards the product

12. • To understand how the company stands
against its competitors in the market
Customer satisfaction surveys can include
comparative ranking, where the customer
indicates his/her preference for a particular
product over another. A similar kind
of exercise will help Hot & Cold gauge how
the customer views the products in
comparison to other competing outlets in
campus.

13. Objectives of the Research
• Intends to determine an improved marketing
strategy for Hot & Cold based on customer
feed back.
• To understand the main factors which lead to
customer satisfaction in Hot & Cold
• To identify those factors which are not yet up
to the mark of customers’ expectation and
need improvements.

14. Thank You