Summer Training Report

On

STUDY ON CUSTOMER SATISFACTION &

MARKET ANALYSIS

IN

Submitted in partial fulfillment of the requirements

for the award of the degree of

Bachelor of Commerce (B.COM (H))

To
Guru Gobind Singh Indraprastha University, Delhi

Guide: Submitted by:

Guide Name: Student Name: Yash Khanna
Designation: Roll No.: 0491378820
Batch: 2020-2023

Institute of Information Technology & Management,

New Delhi – 110058
2020-23
 Certificate

I, Mr./Ms._______________________________, Roll No. ________________

certify that the Summer Training Report (Paper Code B.COM (H)-309 entitled
“________________________________” is done by me and it is an authentic work
carried out by me at ___________________________ (Name of the firm or
company). The matter embodied in this has not been submitted earlier for the award
of any degree or diploma to the best of my knowledge and belief.

Signature of the Student

Date:

Certified that the Summer Training Report (Paper Code B.COM (H)-309) entitled
“____________” done by Mr./Ms._______________________________, Roll No.
___________, is completed under my guidance.

Signature of the Guide

Date:
Name of the Guide:
Designation:

Countersigned
Director/Summer Training Coordinator
 ACKNOWLEDGEMENT

Training as learning is an essential part of an individual’s future career. The “learn

while you work” attitude is a very practical touch in the complete tenure of a person’s

life. Training bridges the gap between the learnt and the happening. During this phase

the trainer or guide is the one who can help most of this golden opportunity.

With a sense of great pleasure and satisfaction, I present this Project report entitled

“STUDY ON CUSTOMER SATISFACTION & MARKET ANALYSIS" The

Project Report is a product of invaluable support & contribution from various people

towards whom I wish to express my whole-hearted gratitude. A project of this nature

calls for intellectual nourishment, professional guidance, encouragement and sincere

criticism from various quarters associated with this project, indirectly or directly.
 TABLE OF CONTENTS

CHAPTER TABLE OF CONTENTS PAGE NO.

CHAPTER-1 INTRODUCTION TO
ORGANIZATION
Introduction of The Brooks International
Overview
Products sample
Business Objective ( vision & mission)
Product & services
Objective of the study & research
methodology
Title of the Study
Data Collection
CHAPTER-2 SWOT ANALYSIS
Strength & Weakness
Opportunities & Threat
CHAPTER-3 THEORETICAL BACKGROUND
Marketing Strategy
Types Of Marketing Strategy
7 Ps of Marketing
Significance Of Customer Satisfaction
Suggestion for Business Opportunities
CHAPTER-4 ANALYSIS & INTERPRETATION
Data Analysis
Data Analysis (In Cases Of No)
CHAPTER-5 CONCLUSION, SUGGESTIONS
ANNEXURE
BIBLOGRAPHY
 INTRODUCTION OF

THE BROOKS INTERNATIONAL

Type Private

Founded Incorporated in 2002

Office Ghaziabad, Uttar Pradesh, India

Key people Tarun Jain

Industry Manufacturer, Exporter,

Wholesaler, Supplier

Products Garments, Personal Protection

Equipment
 OVERVIEW

Incorporated in 2002, at Ghaziabad (Uttar Pradesh, India), we “Brooks

International,” are known as the prominent Manufacturer and Supplier of premium

quality array of Kids Garments, Kids Thermal, Ladies Garments, Ladies

Thermal, Men’s Garments, Men’s Thermal etc. These products are designed and

fabricated with high precision in order to meet the set industrial standards using the

best grade fabrics and advanced technology under the supervision of quality

controllers. The offered products are widely acknowledged among our prestigious

clients due to attractive looks, longevity and comfortable fittings. We offer these

products to our esteemed clients in various sizes at reasonable price range. Clients can

avail the offered range from us at industry leading prices.

We supported with a well-developed infrastructural base, which is further categorized

into various organized units such as procuring, manufacturing, quality testing, R & D,

sales & marketing, etc. All these units are well-resourced with the cutting-edge

machinery and advance technology in order to meet the large-scale orders of

customers in a timely manner. The installed machines and tools are regularly

upgraded to attain high efficiency and quality in the fabrication process. Our team of

competent professionals supervises the activities of these units to make sure the

production and delivery of a flawless assortment of machine at client’s end. We have

selected an adroit team of industry experts, which empowers us to stay ahead of other

competitors. By utilizing the vast industry experience and skills, our professionals

implement the advanced methodologies to fabricate the optimum quality products.

Apart from this, we organize frequent training programs and seminars for our team in

order to update their knowledge & skills.

Being a quality centric organization, the entire manufacturing process is monitored

and supervised by our quality controllers, who possess in-depth knowledge in their

respective domains. The entire product range is also tested on set quality standards.

Our aim is to give the finest quality range of products to our esteemed clients.

Moreover, we have selected a highly qualified team of quality auditors, who work

round the clock in order to make sure that the provided array of products conforms to

the set international quality standards. With our ethical business practices and

competitive pricing policy, we have gained a huge client base across the country.

Moreover, we accept payments through easy modes like cash, cheque and DD for

clients' convenience and provide them optimum satisfaction.

Managed under the proficient headship of our mentor, “Mr. Tarun Jain” (Owner),

our organization has created a benchmark in this domain. Owing to his vast

experience in the industry we have been able to establish ourselves as the leading

player in this industry.

Incorporated in 2002, at Ghaziabad (Uttar Pradesh, India), we “Brooks International,”

are known as the prominent Manufacturer and Supplier of premium quality array of

Kids Garments, Kids Thermal, Ladies Garments, Ladies Thermal, Men's Garments,
and Men's Thermal etc. These products are designed and fabricated with high

precision in order to meet the set industrial standards using the best grade fabrics and

advanced technology under the supervision of quality controllers. The offered

products are widely acknowledged among our prestigious clients due to

attractive looks, longevity and comfortable fittings. We offer these products to our

esteemed clients in various sizes at reasonable price range. Clients can avail the

offered range from us at industry leading prices. We supported with a well-developed

infrastructural base, which is further categorized into various organized units such as

procuring, manufacturing, quality testing, R & D, sales & marketing, etc. All these

units are well-resourced with the cutting-edge machinery and advance technology in

order to meet the large-scale orders of customers in a timely manner. The installed

machines and tools are regularly upgraded to attain high efficiency and quality in the

fabrication process. Our team of competent professionals supervises the activities of

these units to make sure the production.

We are a prominent Manufacturer and Supplier of optimum quality array of Ladies

Undergarments, Kids Undergarments, T-Shirts, Lowers, etc. These products are

acknowledged for features like attractive looks and comfortable fittings.

PRODUCTS SAMPLE
 BUSINESS OBJECTIVES

Vision

To be the leading provider of Wholesaler, Exporter & Supplier in India and a major

global Company.

Mission

 Expand the frontiers of our business globally.

 Play a proactive role in the full realization of India’s potential.

 maintain a healthy financial profile and diversify our earnings across

businesses and

Geographies.

 Maintain high standards of governance and ethics.

 Contribute positively to the various countries and markets in which we

operate.

 Create value for our stakeholders.

PRODUCT AND SERVICES

Service of The Brooks international categorized in to Garments & Personal protection

equipment.

Garments

All type of garments Kids, Sportswear, Formals, Thermal clothing, Graphic printed

Cloths etc.

Personal protection Equipment

PPE kit for COVID-19 warriors, PPE suit, N95 face mask.
CUSTOMER

Owing to our extensive years of industry experience and profound market

understanding, we are providing an exclusive array of products to our clients within

the scheduled time-frame. In order to satisfy our valuable clients, our quality

controllers test the entire range on various parameters to ensure their flawlessness and

perfect stitching. These products are designed using premium grade basic material

under the supervision of our experienced fashion designers.

INFRASTRUCTURE

Owing to a modernized infrastructure for trouble-free processing & post-production,

we have with us a well-developed infrastructure facilities comprising of advanced

range of Knitting, Printing & fabrication machinery equipment such as cutting,

sewing, pressing, weaving and finishing. This allows us to successfully fulfill our

production targets of different range of products. These facilities support us to

fabricate these products as per the set universal norms. We have constructed various

divisions in this organization like production, quality control, designing, warehouse &

packaging, etc. to design and deliver the offered products in an organized and hassle

free manner and also within the stipulated time frame. Apart from this, these units are

technologically advanced and ensure high production in a smooth way.

EMPLOYEE

The organization has successfully expanded its business in the market owing to the

offered elevated quality array of products. The designers of our team are extremely

dedicated and committed towards their respective areas of operations. Our creative

and industrious professionals include designers, skilled weavers, quality controllers,

warehouse personnel, packaging experts, sales and marketing executives. These

designers are highly capable of tailoring qualitative products with innovative designs.

The immense experience of our designers enables us to provide clients customized

products as per their detailed specifications. In addition to this, we organize various

training sessions and seminars to enhance the skills of our team members. This

business employs individuals that are dedicated towards their respective roles and put

in a lot of effort to achieve the common vision and larger goals of the company. In the

near future, this business aims to expand its line of products and services and cater to

a larger client base

Client Satisfaction

Owing to our extensive years of industry experience and profound market

understanding, we are providing an exclusive array of products to our clients within

the scheduled time-frame. In order to satisfy our valuable clients, our quality

controllers test the entire range on various parameters to ensure their flawlessness and

perfect stitching. These products are designed using premium grade basic material

under the supervision of our experienced fashion designers. Our designers work hard

and put their best efforts in maintaining balanced relations with the clients.

Additionally, our sales and marketing professionals offer prompt deliveries of the

orders to the clients.

Our Team

Our organization has successfully expanded its business in the market owing to the

offered elevated quality array of products. The designers of our team are extremely

dedicated and committed towards their respective areas of operations. Our creative

and industrious professionals include designers, skilled weavers, quality controllers,

warehouse personnel, packaging experts, sales and marketing executives. These

designers are highly capable of tailoring qualitative products with innovative designs.

The immense experience of our designers enables us to provide clients customized

products as per their detailed specifications. In addition to this, we organize various

training sessions and seminars to enhance the skills of our team members

Why Us ?

Empowered with a team of passionate personnel and contemporary in-house facilities,

we have been successful in capturing a good share of the market owing to the quality

of our products. In order to keep pace with the changing trends, we take complete care

to deliver the best products in the market with the help of our reliable vendors. Some

of the factors that keep us ahead from our competitors are enlisted below:

 premium quality of the products

 Experienced & qualified workforce

 Robust infrastructure

 Experienced R & D department

 OBJECTIVE OF THE STUDY & RESEARCH METHODOLOGY

INTRODUCTION

Research in common parlance refers to a search for knowledge. One can also define

research as a scientific and systematic search for pertinent information on a specific

topic. In fact, research is an art of scientific investigation. “Research is a

systematized effort to gain new knowledge”

Research is an original contribution to the existing knowledge for its advancement. It

is the pursuit of truth with the help of study, observation, comparison and experiment.

In short knowledge through objective and systematic method of finding solution to a

problem is research. Research refers to the systematic method consisting of

enunciating the problem, formulating the hypothesis, collection of the facts.

TITLE OF THE STUDY

“A Study on Customer Satisfaction & Micro Market Analysis”

OBJECTIVE OF THE STUDY

Each research study has its own specific purpose. It is like to discover to Question

through the application of scientific procedure. But the main aim of our research to

find out the truth that is hidden and which has not been discovered as yet. My

research study has following objectives:

 To Measure The Level of Satisfaction of Customers.

 To identify the factors which affect the customer satisfaction level in

Market.
  To study about the competitive position of The Brooks International in

Competitive Market.

 To Study the customers attitude towards the products of the Brooks

International.

 To Study the customers opinion towards the services provided by the

Brooks International.

 To study about the effectiveness & efficiency of the Brooks International

in relation to its competitors.

 To study about whether people are satisfied with the Brooks International

& Management System or not.

DATA COLLECTION

Primary Data:

Data is collected primarily through personal contact, meeting, interview and

questionnaire with the concerned authority of the Brooks International and

respondents.

Secondary Data:

Secondary data was collected by gathering information from concerned personnel at

these firms and the rest was collected from the various journals and websites.
 TYPE OF RESEARCH

DESCRIPTIVE RESEARCH:

Descriptive research includes fact finding enquiries of different kinds. The major

purpose of descriptive research is description of the state of affairs as it exists at

present. Researcher has no control over the variables of this type of research. The

methodology of the study is based on primary &secondary data.

FINDINGS

From the details of the study, we can enumerate the observation of the project report i.

e. customers satisfaction towards the Brooks international in the form of finding as

below.

1. It was found from the study that Company believes in quality service rather than

quantity of service.

2. The officials employed are very much enthusiastic about their job.

3. The officials try to make best relation with the customers.

4. There is separate counter of Help Desk.

5. The registers and files are maintained on a daily basis.

6. The registers are maintained in a well-organized manner.

7. The marketing strategy of the Company is very attractive.

8. The company always tries to attract customers with innovative of

SWOT ANALYSIS
 STRENGTHS

 All the branches are interconnected which give the unique facility of anywhere

Purchase.

 The Brooks International are well equipped with advanced technology to provide

the customers with services

 All operations of the Business are carried on with the help of computers thus

transaction are carried with greater efficiency.

 Premium Quality of the products

 High number of executives which make the work of customers very convenient.

 Experienced & qualified workforce

 Maximum customer base in as compared to competitors.

 WEAKNESS

 Less awareness among general masses about the different services provided by the

company.

 People’s not faith in Online Services is still very high.

 Products are sell in wholesale.

 Most of the employees are not trained properly as to how to use and handle the

products.

 Lack of adequate financial resources.

 The company has the shortages of critical staff.

 The products prices are very expensive.

 Most of the customers are not much aware about the Ceasefire products.
 OPPORTUNITIES

 Peoples are buying more personal protection equipment’s due to COVID-19

 Among the private players The Brooks International have the excellent brand

image..

 Special services can be provided to women as the women’s role is becoming

prominent.

 The trust of people is increasing on the Indian Products rather than going for other

international Products.

 There is vast untapped opportunity which in the rural area.

 Recruit professionally qualified students

 THREATS

 A few Country have been permitted to do the export & Import with many

restriction due to COVID-19.

 Stiff Competition

 No proper facility for uneducated customers

 A large competitor can wipe away the market place by a small change.

 Advancements in machinery might transform the market further than the ability to

adapt.

 High price products may also be considered as threat.

 THEORETICAL BACKGROUND OF THE STUDY

Meaning and Definition of Marketing Strategy

Marketing strategy is an approach that enables a company or organization to

emphasis on inadequate resources to further increase sales on the utmost

opportunities and thereby achieve sustainable competitive advantages.

The marketing tool has to be made on the origin of the market studies and

emphasis on the most suitable product blend in order to enhance profit and

retain the business venture for an extended time.

Marketing strategy has the primary goal of maximizing gross sales and

developing a cut- throat competitive advantage. Marketing strategy

encompasses all important, short-term, and long-term activities on- site of

marketing that deal with the analysis of the strategic initial circumstances of

a company and the formulation, evaluation and selection of market-oriented

strategies and therefore, enabling to achieve the targets and goals of the

company and fulfilling its marketing objectives.

It presents a road map to acquire higher results as compared to the

competitors such as greater sales, brand recognition all over the world ,

higher market penetration , greater revenues etc.

A well – designed strategic plan-

 Build consumer preference for the brand

 Maximize sales and profits

 Determines the tools that the company can use effectively and

efficiently to face the competition and achieve the market

share.
  For customers and partners improves the marketing message

effectiveness

 By focusing on the funds and assets on fascinating the precise

workforces and capitalizing only on the marketing advantages

that contribute the whole marketing targets by saving the

company’s time and monetary resources.

Differentiate the company from those of its rivalries by pinpointing the unique cut-

throat competitive advantage and the supportive constituents.

Understand the firm’s long-term and short-term objectives and goals into actual

marketing procedures.

Marketing strategy is a plan to sell products or services in a way that delivers long-term

profitable growth. It is a brand’s blueprint; it tells the brand where to go and the best

way to get there. Great brands utilize strategy to deliver products and services that will

have meaningful impact. Every brand decision emerges from the marketing strategy

and is expressed at every moment of truth.

A requisite to advance a successful Marketing Strategy is to conduct a Situation

Analysis:

1. Study the competition- Assess the brand’s relative strong point, faintness,

chances, and extortions also called as a SWOT Analysis in marketing strategy.

This will provide a space where the brand could succeed and prosper.

2. Study the product or service category - Is the brand’s product or service is

relevant in the existing market? Have there been any important transformations
 in the category or to consumer behaviour ?

3. Evaluate the brand’s performance- What has the company learned and

achieved over time? How has it answered to marketplace problems?

4. Conduct market research–Assure connectedness of the strategy before the

substantial lifting of bringing it to market is performed

TYPES OF MARKETING STRATEGY

1. Societal Marketing:

The planning, execution and regulator of programs to increase the

appropriateness of a social reason or exercise among the people is known

as societal marketing e.g. No Smoking campaign in Jaipur University,

public relations campaign for moulding vote.

2. Amplified Marketing:

It is called as offering additional services by way of innovative concepts

offerings and advantage to the clients to increase their level of satisfaction

e.g. free home delivery service from supermarkets.

3. Straight Marketing:

Marketing by several advertising media that inter–linked straight with

customers, mainly working for the customers to make a straight reply, e.g.

selling catalogue, brochures, mail- orders, tele-communication, television

shopping, etc.
4. Association Marketing:

Marketing through constructing, upholding and enhancing strong and

long-term relationships with the clients in order to gain their faithfulness

e.g. a hotel or restaurant can maintain good relationships with customers

by sending them wishes and discount offers on their birthdays,

anniversaries or any other occasions

5. Services Marketing:

It is relating the concepts, devices and techniques of marketing to services

like insurance, retailing, educational, banking, medical services etc.

6. Individual Marketing:

Individual marketing comprises of actions carry out to design, conserve or

modify assertiveness or performance towards general public like

politicians, sports stars, celebrities, professionals to substitute their

businesses and incomes.

7. Business Marketing:

The events commenced to generate, preserve and transform attitudes and

behaviour of target customers headed for an organization is known as

Business marketing.
8. Place Marketing:

The marketing that comprises of events commenced to design, develop or

transform the viewpoint and behaviour of customers towards particular

region, for example, tourism marketing.

9. Differential Marketing:

A marketing strategy in which a firm determines to target divergent

markets through different strategies or proposals. For example, HUL

provides divergent varieties and qualities soaps and detergents for different

market segments and customer base.

10. Synchronic marketing:

Balancing the variations in non- uniform demand for a product according

to the seasons, timings, occasions, etc. through valuable pricing, promotion

and further encouragements e.g. heavy off-season discount on summer

wears might increase its demand to certain level.

11. Determined Marketing:

Marketing strategy in which the company highlights only one or fewer

market segments. An organization that selects a concentration strategy

chooses to target its marketing efforts on only one and particular market

segment. Consequently, only one marketing mix is expanded. For

example, the manufacturer of BMW cars has chosen to focus on the luxury

segment of the watch market.

12. De-marketing:

Online marketing strategy in which a company uses to reduce demand

temporarily or permanently not really to demolish demand nevertheless

only to move that . For instance, Super retail stores might not exactly offer

discounts in weekends and holidays to minimize overcrowded-marketing

generally relates to when an organization make downhearted its clients to

acquire the product created by them. Strategic marketing helps a firm to

make sure that they select the right out-turn, goods or facilities, to fetch

nearly the outcomes that the customers desire. Marketing is defined as the

process of management of ascertaining, forestalling and fulfilling

customers‟ desires. The organizations satisfy the needs and wants within

the limits of the organizations‟ mission and objectives. The risk will lose

the way if a company doesn't fulfil the needs of the customers.

Organizations can converted so focused on the goods and services that

they like manufacturing or creating, that the company disremembers to

examine whether somebody actually needs them and whether they are the

appropriate approach to satisfy the customers‟ desires. Marketing is an

approximate which allows us to put our customers‟ needs prior. By the term

users it means the people that our organization survives to benefit. These

are sometimes also called as clients, customers or beneficiaries of the

company. Marketing concepts can make the great impact that helps us to

better meet the needs of customers. The company might even want to

concentrate on their services to find out what our customers really want by

segmenting our customers and conducting market research

Ps OF MARKETING

The following are the 4 Ps of marketing:-

 Product

 Place

 Price

 Promotion

When the people talk about marketing they mean the promotion of that specified

product or service. The organization can use the marketing mix as a checklist to

decide about how the present products and services meet customers' needs or to

decide about an innovative product or service.

When the organization provides services it might also understand it is convenient

to think about:

 People

 Physical evidence

 Processes

The majority of these seven P's of marketing can potentially include in the entire

operations. That means that marketing ideas should do the job into organization-

wide time-frame and implementation in an organization. It is the best idea for

someone to be held responsible for how the organization describes and fulfil the

customers‟ needs and want.

 SIGNIFICANCE OF CUSTOMER SATISFACTION

Following are the six reasons about the importance of customer Satisfaction:-

Act as a leading measure of customers’ repurchases intentions

And constancy:-

Customer satisfaction is one of the best ways to know how probably a customer will

make purchase in the time in the future. Asking customers to rate their satisfaction

level on a particular scale is a best method to know if they will turn out to be repeat

purchasers or not. The customers might be considered as the satisfied when any one

of them gives adequate ratings and later the company can carefully trust them to come

back and make replicate purchases. Customers who give the firm high rating are the

potential customers of the firm. If the score is below the expectation sit is a warning

signal that a customer is not happy and is almost to move out to that firm. There is a

need to put the customers on a customer watch list and observe them so that the

company can conclude why their level of satisfaction is low. The company has to find

out how satisfaction delivers plenty of insights inside the customers. Thus, customer

satisfaction is considered to be one of the most important device to measure

customers repurchase intentions and customer constancy.

Act as a point of disparity:-

Customer satisfaction is considered as an important differentiator in today’s

competitive market world where the corporate strive for large number of clients than

their competitors. Industries that achieve succession in this cut-throat competition are
the ones that make customer satisfaction an important constituent of their business

strategy.

Imagine if the two firms offer exactly the same product, then the customers will

choose or select the product based on the product recommendation or superior

experience of the customers. Firms who offer amazing customer experiences build up

surroundings where satisfaction level is high and customer advocates are more.

Customer satisfaction Mayas well act as a point of differentiation for new customers

and the existing customers.

It reduces customer switch:-

Customer satisfaction is the benchmark which the company can utilize to minimize

client shift. The company can enforce innovative strategies in practice to maximize

the overall quality of the customer support by assessing and tracking customer support

that the firm is offering..

It enhances customer lifespan expectancy:-

The profitable organizations comprehend the importance of customer lifespan

expectancy. If the company maximizes the most of the customer lifespan expectancy

it improves the earnings on the marketing currency. Customer lifespan expectancy is

an inheritor of higher customer satisfaction level and also better customer retention.

It reduces destructive word of mouth communication:-

It had been originated by McKinsey that the customers who are not happy say
between 10-15 people about their past experience of the product or service. In fact,

13% of unhappy customers say around 20 persons about their past experience.

Customer satisfaction is tightly linked to profits and repeat purchases. Whatever got

forgotten is how the customer satisfaction adversely affects the business. It is one

thing to misplace a customer since they were not satisfied with the particular product.

It is one of different point completely to lose 20 customers due to of few negative

word of mouth communications.

For preventing negative word of mouth communication the company needs to assess

customer satisfaction on continuing basis. The company can identify whether the

customers are actually happy or not with the product or service by finding changes in

satisfaction level.

It is inexpensive to get back the existing customers than acquire

new ones:-

It costs several times greater to obtain new customers in the company than it takes to

retain the existing customers.

The company needs to spend huge money to retain the customers again. The company

and its marketing group enlarge thousands of dollars getting the attention of

viewpoints, nurturing them into leads and transforming them into sales.
 DATA ANALYSIS & INTERPRETATION

Customer satisfied with The Brooks International

Customer Satisfaction

Fig 1 Customer satisfied

As the above graph shows that most of the customers i.e. 75% having good

Satisfaction with the Brooks International & 15% customers having normal

satisfaction level, 10% are not satisfied with the services of the Brooks Internationals
 Products

Fig 2 attributes compelled by the customers for the products

As with above analysis, it is found that 80% customers give more preference to the

personal protection Equipment 20% customers give preference to summer garments,

& 15% give preference to the thermal Clothing, Rest 5% are interested in other

products & services of The Brooks International

 Customers With The

80
70
70
60
50
40
30 Column
20
20 2
10
10
0
0-1 1-5 YEARS 5-10 YEARS

Fig 3 Brooks International From how many years

With above analysis, it is found that most of the customers joined with Company in

last 5 years.
 Reason for preference of The Brooks International

Sales

Premium quality of the products Experienced & qualified workforce

Fig 4 sales point

As with above analysis, it is found that most of the customers prefer the Brooks

international Due to its premium quality of products & Experienced qualified

workforce
 Medium for customer awareness about the services provided by The Brooks

International

Awareness

Others
14% Adtiesment
Selling agent 36%
21%

Friends & Relative

29%

Fig 5 Medium of awareness

The above chart shows that 36% customers know about the services provided by the

company through advertisement and 29% customers through friends & relatives, 21%

customers through selling agent and 14% customers through other sources.
 Online Services availed by the customers

90
80
70
60
50
40
30
20
10
0
YES NO

Fig 6 Online service availed

As with above analysis, it is found that most of the customers use Online services &

due to lack of awareness, connectivity problems & more complexity only 20%

customers Don’t use online services of the brooks International.

 (IN CASE OF NO)

Reasons for not using Online Service by the customers

Services
LACK OF AWARENESS
CONNECTIVITY PROBLEM
MORE COMPLEX

25% 40%

35%

Fig 7 Reasons for not using Online Service by the customers

As with above analysis, it is found that those customers who doesn’t use Online

services most of them doesn’t know about services and 35% doesn’t use due to

connectivity problem & 25% customers doesn’t online services due to more

complexity.
 Customer opinion towards the Products & Services

EXCELLANT VERY GOOD GOOD AVERAGE

5%
15%

20% 60%

Fig 8 Customer opinion

The above chart shows that 15% customers give good to the services provided by the

Brooks international and 20% customers give very good, 60% customers give

excellent & 5% customers give average to the services provided by the Brooks

international.
 Level of Customer satisfaction towards the services provided by The Brooks

International

Extremely Satisfaction Extremely

Dissatisfaction
8% Satisfaction
12%

Dissatisfaction
26%
Satisfaction
34%

Moderate
20%

Fig 9 Satisfaction level of customer

As with above analysis, it is found that 34% customers are satisfied with the services

provided by the brooks International and 12% customers are extremely satisfied, 20%

customers at moderate level, 20% customers are dissatisfied and 8% customers are

extremely dissatisfied with the services provided by the Brooks International.

 CONCLUSION

The Brooks International is expected to grow despite the global financial crisis. As

China is finding it challenging to make textile and items at cheap price, due to rising

labor costs, many foreign investors, are coming to India to take advantage of the low

labour cost which is really a good sign for The brooks International. Management of

merchandising is a big job and is a complex one. The result of the study shows that

there are a lot of steps that The Brooks Internationals should undertake to improve

their merchandising management in order to be successful. This is a huge sector and

yet to discover the whole. The study revealed that Merchandisers are the most

valuable human resources for the progress of the organization. For the development of

these valuable resources there are many factors involved. So to increase the

productivity of an organization effectively, efficient Merchandising management is

necessary & by improving the Online Services the Brand Image will grow.
 SUGGESTIONS FOR BUSINESS

1. The company should adopt best marketing strategy to expansion the market.

2. To increases its branches.

3. To increases more activity rather than Online system.

4. To make good relationship with its customer.

5. To make effort for increasing the awareness about the online services among

the customers
 BIBLOGRAPHY

https://www.indiamart.com/brooksinternational/profile.html

https://www.exportersindia.com/the-brooks-international/about-us.htm

https://www.facebook.com/thebrooksinternational/

https://www.oberlo.in/blog/customer-satisfaction

https://blog.alexa.com/micromarketing

https://www.mindtools.com/pages/article/newTMC_05.html