MEASUREMENT OF CUSTOMER SATISFACTION IN RELATION TO NEW

PRODUCT DEVELOPMENT
FOR
MAHINDRA AND MAHINDRA

SUBMITTED BY
AKASH PATEL
MBA(MARKETING)
(BATCH 2023-2025)

UNDER THE GUIDANCE OF

DR. ANKUR RANDHELIA

SUBMITTED TO
DR. HARI SINGH GOUR UNIVERSITY SAGAR (M.P)
IN PARTIAL FULFILLMENT OF REQUIREMENT FOR THE AWARD OF
DEGREE OF MASTER OF ADMINISTRATION
 CERTIFICATE

This is to certify that the project report entitled MEASUREMENT OF

CUSTOMER SATISFACTION RELATION TO NEW PRODUCT DEVELOPMENT OF
MAHINDRA & MAHINDRA is a bonafide record of work done by AKASH PATEL
(Y23282506) under my supervision and submitted in partial fulfilment for the
award of the degree of Master of Business Administration.

Place:
Date:

External Examiner Internal Examiner

 Declaration

I hereby declare that project entitled “MEASUREMENT

OF CUSTOMER SATISFACTION INRELATION TO NEW
PRODUCT DEVELOPMENT OF MAHINDRA &
MAHINDRA” has been carried out by own efforts and
fact arrived at my observation under the guidance &
motivation of Mr. Ankur sir.

NAME- AKASH PATEL

(Y23282506)
 ACKNOWLEDGEMENT

Success of my project depends upon two factors Internal and External factors
include sincere efforts. Dedication to the work and good potential whereas
internal factors include cooperation and supports of potential customers who
patiently hears about the schemes and plans of MAHINDRA and then given
response.
Good guidance and cooperation from others are such external factors. This
affects the percentage of success. Through in completing this project I tried my
level best but it could not be possible without proper guidance.
I want to give my tanks to Dr. Ankur Randhelia for his valuable guidance and
suggestions, which I sincerely value and appreciate.

AKASH PATEL
 INDEX

Sr. NO Contents
1 Executive Summary
2 Introduction
3 Company Profile
4 Product Profile
5 Awards
6 Swot Analysis
7 Objective Of the Study
8 Research Methodology
9 Problems And Limitation
10 Findings, Analysis & Interpretation
12 Recommendation
13 Conclusion
14 Questionnaire
15 Bibliography
EXECUTIVE SUMMARY
Mahindra & Mahindra (M&M), the market leader in multi utility vehicles in India. The
company started manufacturing commercial vehicles in 1945. M&M is the leader by are in
commercial vehicle and the second largest in the passenger vehicle market. The company is
the world’s sixth largest medium and heavy commercial vehicle manufacturing.
Mahindra is best known for utility vehicles and tractors in India, its automotive
division, the company’s oldest unit (founded in 1945), makes jeeps and three-wheelers (not
passenger “auto rickshaws,” but utilitarian delivery and flatbed incarnations). M&M’s farm
equipment sector, formed in 1963 during India’s green revolution, manufactures tractors and
industrial engines. M&M also produces military vehicles. The company has facilities located
throughout India. The survey involved gathering wide information about the company, its
products, customer satisfaction and impact of various competitive farms on the company.

From the information collected, various aspects were identified where the company
needs to focus more to improve the efficiency of marketing team of Mahindra automotive.
The research was conducted through collection of primary and secondary data.
Secondary data was collected through visiting various web sites, automobile magazines and
other reliable sources. Primary data was collected through a well-farmed questionnaire, of
which later a detailed analysis was done using various statistical I.T. tools like MS word and
MS Excel.
On the basis, the secondary data analysis and analysis and the extensive analysis of the
primary data, interpretations were drawn for the questions and conclusion is drawn. Certain
suggestions are also drawn from the analysis to help.

Mahindra automotive to increase its market share in commercial passenger segment

and MPVs. The main research that followed is to know “measurement of customer
satisfaction in new product development”, a new SUV recently launched by Mahindra. Due
to the limited resources and time constraints, the study was conducted with the area
city.
 Introduction of the topic
Today’s society is warm urbanization and demonstration effect. With a view
towards it, there are drastic changes coming up in all sectors even in the
automobile industries. The information gives an insight about it.
In the present context the companies operate on the principle of natural
selection – “Survival of the fittest”. Only those companies will succeed which
as best match to the current environment imperatives those who can deliver
what the manufactures make.
Organization gains market leadership by understanding consumer needs and
finding solutions that delight consumers. If customer value and satisfaction are
absent, no amount of promotion or selling can be compensating. Hence the aim
of marketing is to build and manage profitable customer relationship.

Indian auto mobile industry since 1947:

It’s fascinating drive through history, which begins as a story of isolation and
missed opportunities to one of huge potential and phenomenal growth. India’s
fixation with socialism and planned economies had a crippling impact on the
automotive industry in its formative years. The goal at that time for independent
India was self-sufficiency. Issues like quality and efficiency were simply not
considered. Dependence of foreign technology was banned and manufactures
were forced to localize their products; import substitution becomes the order of
the day. Though we learnt to localize, the ace we made were all outdate designs
with little or no improvement for decades. The automobile industry stagnated
under the government’s stifling restriction and the Indian car buyer was saddled
with car of appalling quality and even then, there was a waiting list that at one
point stretched to eight years! This attempt at self-reliance failed miserably
because of the industry’s isolation from the best technology. The Japanese and
later Korean auto industries were also highly protected in their formative years
but they never shut the door on technology. Instead, they relentlessly tapped the
best talent pools in the world to absorb the know how to produce good cars.
Company profile

History
Mahindra & Mahindra was founded as a steel trading company on 2 October
1945 in Ludhiana as Mahindra & Muhammad by brothers Kailash Chandra
Mahindra Jagdish Chandra Mahindra along with Malik Ghulam Muhammad
Anand Mahindra (1895-1956)., the present Chairman of Mahindra Group, is the
grandson of Jagdish Chandra Mahindra. After India gained and was formed,
Muhammad emigrated to Pakistan. He independence Pakistan acquired
Pakistani citizenship and became the first finance minister of Pakistan. He
served as Governor-General of Pakistan from 1951 to 1956.

1945 M&M Incorporated:

When the brand came into existence, it was called Muhammad and Mahindra.
The company was formed by J.C. Mahindra; K.C. Mahindra and Malik Ghulam
Muhammad in Ludhiana, Punjab with an objective of trading steel.

1947- The Partition

When the whole country was celebrating the independence, people in Punjab
were struck upon by the blow of partition. The country was divided into two
parts, namely India and Pakistan. Malik Ghulam Muhammad decided to leave
India and the company too. After immigrating to Pakistan, he became the first
finance minister of the newly born country. In this year only, 75 Jeeps from
Willys Overland Export Corporation, come to India via CKD route, assembled
at Mazagaon, Bombay.

1955 the company goes public

On 15th June 1955, Mahindra and Mahindra’s shares were listed on the Bombay
stock exchange. The foundation for the legacy was laid. The company began the
advent towards the future.
Automobiles
Mahindra began assembling the Jeep CJ3 in 1954, and light commercial
vehicles in 1965. In 1979 the licensed assembly of Peugeot diesel four-cylinder
engines and transmissions began, and in 1982 a tie-up with Kia Motors to build
their four-speed KMT90 transmission and transfer case was announced.
Mahindra's MM range was a mainstay of the line-up and was eventually also
offered with a 1.8-liter Isuzu petrol engine in addition to International and
Peugeot diesels. Mahindra started making passenger vehicles firstly with the
Logan in April 2007 under the Mahindra Renault joint venture. M&M made its
maiden entry into the heavy trucks segment with the Mahindra Truck and Bus
Division, the joint venture with International Truck, USA. Mahindra produces a
wide range of vehicles, including MUVs, LCVs and three-wheelers. It
manufactures over 20 models of cars, including larger, multi-utility vehicles like
the Scorpio and the Bolero. It formerly had a joint venture with Ford called
Ford India Private Limited to build passenger cars.
At the 2008 Delhi Auto Show, Mahindra executives said the company was
pursuing an aggressive product expansion program that would see the launch of
several new platforms and vehicles over the next three years, including an
entry-level SUV designed to seat five passengers and powered by a small,
turbocharged Diesel engine. True to their word, Mahindra & Mahindra launched
the Mahindra Xylo in January 2009, selling over 15,000 units in its first six
months.
Also in early 2008, Mahindra commenced its first overseas CKD operations
with the launch of the Mahindra Scorpio in Egypt, in partnership with the
Bavarian Auto Group. This was soon followed by assembly facilities in Brazil.
Mahindra & Mahindra has a controlling stake in Mahindra REVA Electric
Vehicles. In 2011, it also gained a controlling stake in South Korea's SsangYong
Motor Company.
Mahindra launched its relatively heavily publicized SUV, XUV500, code-
named as W201 in September 2011. The new SUV by Mahindra was designed
in-house and it was developed on the first global SUV platform that could be
used for developing more SUVs. In India, the new Mahindra XUV 500 came in
a price range between ₹1,140,000–1,500,000. The company was expected to
launch three products in 2015 and an XUV 500 hybrid. Mahindra's two-wheeler
segment launched a new scooter in the first quarter of 2015. Besides India, the
company also targeted Europe, Africa, Australia and Latin America for this
model. Mahindra President Mr. Pawan Goenka stated that the company planned
to launch six new models in the year. The company launched the CNG version
of its mini truck Maximo on 29 June 2012. A new version of the Verita in Diesel
and petrol options was launched by the company on 26 July 2012 to compete
with Maruti's Dzire and Toyota Kirloskar Motor's Etios. On 30 July 2015,
Mahindra released sketches of a new compact SUV called the TUV300 slated to
be launched on 10 September 2015. The TUV300 design took cues from a battle
tank and used a downsized version of the mHawk engine found on the
XUV500, Scorpio and some models of the Xylo. This new engine was dubbed
the mHawk80.
In 2015, Mahindra introduced an app based intra-city cargo platform known as
SMARTSHIFT, a load exchange platform for small commercial vehicles. In
2018, Mahindra announced merger of SMARTSHIFT with Mumbai-based
logistics solutions provider Porter.
On 3 September 2018, Mahindra Marazzo the shark inspired vehicle was
launched in collaboration with Mahindra Research Valley, MANA and
Pininfarina in four variants. In August 2020, M&M and Israel-based REE
Automotive signed a memorandum of understanding to explore development
and manufacturing of electric commercial vehicles for global markets. In
October 2020, Mahindra launched the second-generation Thar 2020 the All-
New Thar. In 2021, Mahindra launched the XUV700.

Product profile

Mahindra bolero
Design - The basic design is based on the Mahindra Armada Grand. The first-
generation Bolero was equipped with a Peugeot 2.5 L (150 in3) IDI engine
which produced 76 PS (56 kW), although turbocharged versions with or without
an intercooler were also available, raising power to 95 or 101 PS (70 or 74 kW)
respectively. The second generation was released with slightly modified
exteriors (a larger grille being the most obvious change) and the major change
was the engine, a 2.5 L (150 in3 powered by a 72 PS (53 kW) 2,523 cc (154.0
cu) in-house engine from Mahindra. It is in) turbocharged direct injection diesel
engine. In September 2011, the third generation Bolero was released, with a
more thoroughly re-designed front with jewelled headlamps. In India it is
powered by the 63 PS (46 kW) M2DiCR diesel engine with a "soft turbo",
mated to a five-speed transmission. This latest engine meets the Bharat IV
emissions standards.
Models and trims - The Bolero is offered in the Indian domestic market in the
following trims:
 EX The "no-frills" base model includes vinyl seats, basic digital
instruments, and engine immobilization but lacks even the most
rudimentary of modern conveniences such as power steering or air
conditioning.
 SLE This trim replaces vinyl with a fabric/vinyl mix, and adds power
steering, air conditioning, a heater, a second-row centre armrest, a remote
fuel lid opener, and a spare wheel cover
 SLX Adds CD and MP3 capability, body colour ORVM, a body colour
spare wheel cover insert, wood finish on the central console, power
windows, central locking, keyless entry, and a 12-volt port.
 ZLX the top-of-the-line ZLX trim adds the Mahindra Micro Hybrid
System, a more advanced driver info system, exterior graphics, a rear
windshield wiper, and VMS
 The DI is similar to the EX-trim but is fitted with the rugged DI engine.
The EX, SLE, SLX and ZLX meanwhile are available with the M2DiCR
low-cost common rail engine, which meets the BS IV emissions
standards.
 Bolero Power+ – Powered by the mHAWK engine, available in ZLX (top
end), SLX, D70 SLE, and LX variants. This model is 112 mm (4.4 in)
shorter than a regular Bolero, down to 3,995 mm (157.3 in) thanks to
 smaller front and rear bumpers. The old 2.5-litre four-cylinder m2DiCR
engine is replaced with the 1.5 three-cylinder mHawk D70 diesel. This
produces more power (52.5 kilowatt/ 71 hp and torque remains same 195
nm) than earlier models. Otherwise, interiors and exteriors remain
unchanged.
Now B4, B6 and B6 optional launched since April 2020.
An ambulance model is also available. The five-seat pickup version of the
Bolero (nowadays known as the Bolero Camper) entered production in
Uruguay as the "Cimarron" in June 2004.

Mahindra Scorpio

mHawk Engine - The mHawk diesel engine is a ⋅ VTG-turbocharged and

intercooled four cylinder that displaces 2.2-litres. It has a 85 mm × 96 mm
(3.35 in x 3.78 in) cylinder bore and piston stroke. The engine delivers a
power of 140 PS (138 bhp; 103 kW) and produces 320 N m (236 ft) of
torque.
Third facelift (2014-2017)
 The Mahindra Scorpio received its facelift on 25 September 2014, featuring
a redesigned front and rear fascias and a new dashboard. A revised
automatic variant of the Scorpio was launched in 2015.

Mahindra thar

First generation
The vehicle was launched in the Indian market on October 4, 2010to fill the
void left by its predecessor, the Mahindra MM540. The Thar has been voted
one of the top-10 SUVs available in the Indian market. Three variants - DI
 2WD, DI 4WD, and CRDe, are available with soft-top versions. The Thar
also comes with a seven-seater option, though it can be converted into a
two-seater.
Second generation
The second-generation Thar was unveiled on August 15, 2020. It became
available in October 2020. It comes with two engine options, a 2.0-litre
petrol and a 2.2-litre diesel. Both are offered with a choice of 6-speed
automatic transmission made by Aisin or 6-speed manual transmission.
Customers have the option to choose between a hard top, soft top or soft top
with convertible like folding down mechanism.
Safety
The Indian manufactured second-generation Mahindra Thar was tested by
the Global NCAP in its most basic safety specification (for India) of two
airbags, and ISOFIX child seat mounts as standard. It achieved four stars for
both, adult and child occupant protection. Its structure was deemed to be
capable of withstanding further loading but the foot well became unstable on
impact. The Thar does not offer side airbags even as an option on any
variant but offers ESC as an option on higher variants. The manufacturer
sponsored a side impact test in which it comfortably passed UNECE R95
regulation despite not being equipped with side airbags. The manufacturer
also sponsored an ESC test and while the model met minimum UN
requirements, it showed unstable dynamic behaviour and Global NCAP
recommended a review and improvement.

Mahindra Xuv 300

 Engine
The XUV300 is powered by a 1.2-litre 3-cylinder petrol engine and a 1.5-
litre 4-cylinder diesel engine with 6-speed manual transmission. A 6-speed
automatic variant is also now available. The new petrol engine co-developed
by SsangYong delivers 110 bhp of power and 200 Nm of torque while the
diesel engine borrowed from Mahindra Marazzo outputs 115 bhp of power
and 300 Nm of torque.
Safety
The Mahindra XUV300 was tested in its most basic safety specification of 2
airbags and standard ISOFIX anchorages. It scored 5 stars for adult occupant
protection and 4 stars for child occupant protection, scoring the highest
combined rating for any Indian car tested yet and the first four-star child
safety rating. Its structure was deemed to be capable of higher loading. It is
also the first five-star rated car to offer side and curtain airbags as an option.
It offers side, curtain and knee airbags only as an option on all variants. ESC
is optional. ISOFIX anchorages are standard. The car offers head restraints
for all passengers in its higher variants; however, the three-point seatbelt
which was available for the middle rear occupant on higher variants at
launch has now been replaced by a less safe 2-point lap belt across the
range. Mahindra sponsored a UN ESC test and pedestrian protection test
with Global NCAP, which it passed, hence earning the car Global NCAP's
coveted Safer Choice Award.

Mahindra Xuv 700

Overview
The vehicle was introduced on 14 August 2021. The XUV700 was originally
designed as the second-generation XUV500; however, Mahindra decided to
reposition the model nomenclature due to its plan of expanding its SUV
portfolio. It is their first model to use the new Mahindra logo, which is
reserved for their SUV products. It is offered with one petrol engine and one
diesel engine option. The former is a 2.0-litre four-cylinder turbocharged
stallion unit which is tuned to produce 200 PS (197 hp; 147 kW) and 380 N
m (38.7 kg m; 280 ft). The diesel option is a 2.2-litre four-cylinder mHawk
turbo ⋅ ⋅ ⋅ lb⋅ diesel. The entry level option of the engine produces 155 PS
(153 hp; 114 kW) and 360 N⋅m (36.7 kg m; 266 ft), while the unit in higher
variants is capable of 185 PS (182 hp; lb⋅ 136 kW) and 420 N m (42.8 kg m;
310 ft) (manual) or 450 N m (45.9 kg m; 332 ft) ⋅ ⋅ lb⋅ ⋅ ⋅ (automatic). Both
engines can be had with 6-speed manual and 6-speed automatic lb⋅
transmission options, while the lower-spec diesel variant will only be
available with a manual transmission. An all-wheel-drive variant is also
available.
The XUV700 is available in two series, which are MX and AdrenoX (AX).
The MX series has a single MX trim, while the AdrenoX series consists of
four trim levels, which are AX3, AX5, AX7 and AX7L. The AdrenoX series
is equipped with the eponymous AdrenoX, an Amazon Alexa-based voice
command. Both 5-seater and 7-seater configurations are available. The top-
end variant is also equipped with advanced driver assistance system (ADAS)
technology tuned for Indian road conditions, making it the first Mahindra
product to receive Level 1 autonomous tech.
Safety
Mahindra XUV700 is rated 5 stars for adult safety and 4 stars for child
occupant score by Global NCAP. The vehicle tested is in the most basic
safety specification, fitted with two airbags, ABS and ISOFIX anchorages.
SWOT Analysis of Mahindra
and Mahindra
 Awards

 Bombay Chamber Good Corporate Citizen Award for 2006 07.

 Business world FICCI-SEDF Corporate Social Responsibility Award
2007.
 The Brand Trust Report ranked M&M as India's 10th Most Trusted
Brand in its India Study 2014 survey (from 20,000 brands
analysed).
 The Farm Equipment division received the Deming Prize in 2003.
 The Farm Equipment division received the Japan Quality Medal in
2007.
 The US based Reputation Institute ranked M&M amongst the top
Ten Indian companies in its 'Global 200: The World's Best
Corporate Reputations' list for 2008.
 Blue bytes News rated M&M as India's second Most Reputed Car
Company conducted for the Auto (Cars) Sector in 2012.
 Mahindra won top Corporate Governance and CSR awards at Asia
money Awards 2016.
 Mahindra was named ‘Manufacturing Innovator of the Year’ by
TIME India Awards in 2017
 The company become the first Carbon Neutral plant facility in
2018.
 In 2018, seven automotive plants of Mahindra & Mahindra
(M&M) bagged the prestigious Japan Institute of Plant
Maintenance (JIPM) award.
 Mahindra was named India’s Best Brand by Interbrand in 2019.
 Mahindra & Mahindra was among 2000 largest companies of the
world in the Forbes 2000 list.
 The company was 23rd on Fortune’s global ‘Change the World’ list
2019.
 Mahindra Automotive was recognised as ‘One of the Most Trusted
Brands of India 2021’ by Team Marksmen and CNBC TV18.

Objective of studies
Primary Objective

To Know that How consumer satisfaction helps in development of new product.

Secondary Objective
 To study and analyse the promotional strategies of MAHINDRA.

 To know whether the customer is satisfied with the offers given by the

dealer.

 To know the influence of various marketing strategies, promotional

activities towards.

 To study and analyse the customers perception regarding the usefulness

of MAHINDRA cars.

Research Methodology
Marketing research is the function which links the customer and public to the
marketer through information information used to identity and define marketing
opportunities and problems generate define and understanding of marketing as
process”.

Objectivity in research is all-important. The heart of scientific method

is the objective gathering of the information. Function as marketing research
with in company as to provide the information and analytical necessary for
effective.
 Planning of the future marketing activity.
 Control of the marketing operation in the present.
 Evaluation of marketing results.

Area Of Research

I have collected my data in these areas. As we know that those people will
invest in luxuries cars and also general cars who BUSINESSMEN,
PROFESSIONALS or COMMON MEN.

Research Design
Descriptive research design includes survey & fact finding inquiries of different
kind.

Simple Size
The sample size of research is 30.

Method data of collection

 Data is the significant part of the research. Your all research depends upon
your data. Whatever data is collected by me I can divide the method the
collection of my data into two parts which are thus: -

Primary data
Primary data are those which are collected fresh and for the first time and those
happen to be original in chapters.
I have collected my data through phone calling and through direct
communication with respondents in one torn or another or through personal
interviews. Through observation method I was able to record the natural
behaviour of the group. Sometimes I verify the truth of statement made by
informants in the context of a questionnaire.
Secondary data
Secondary data are those data which are being already collected by someone
else and which have already been through the statistical process.
I have collected my published date from internet and the books, magazines and
newspaper.

Problems and limitations

Limitations of the study
The information given in the above part is based on market survey, meeting
with the people, and google form and the other medium like internet. My
project is based upon the interaction with the people.

 We have to target only a particular segment (higher class & upper middle
class)
 Sometime customers don’t give time.
 Sometime customers give fake information.
 Customers like doctors don’t have much time to visit showroom for test drive
so we have to go to them at the time at which they are free.

ANALYSIS, INTERPRETATION & FINDING

For this study a structural questionnaire is prepared and data is
analysed as follows:

ANALYSIS:
Q.1

Interpretation
The analysis shown that 41.7% respondent is perception about Mahindra products is very
good and 58.3% respondent is perception about Mahindra products is good.
Q.2

Interpretation
The analysis show that 16.7% of customers’ expectations from M&M is more variety of cars
or vehicles and 16.7% of customers’ expectations rom M&M is more value for money
and41.7% for improved quality of cars and also 25% of customers’ expectations rom M&M
is better after-sales service.
Q.3

INTREPRETATION
The analysis shown approx. 100% of customers thinking about the M&M vehicles price is
Moderate /Average as compare to another brands.
Q.4

INTERPRETATION
The analysis show is 91.7% of customers doing servicing of car at authorized
service centre and 8.3% of customer doing servicing of car at a local workshop
near customers’ home.
Q.5

Interpretation
The analysis show is 16.7% customers experience with after sales service
support is very much satisfied and 41.7% customers experience with after sales
service support is satisfied also 33.3% customers experience with after sales
service support is ok, but only 8.3% customers was not satisfied that’s why they
not support after sales service support.
Q.6

INTERPRETATION
The analysis show is 58.3% of customers best thing in Mahindra cars is quality and 33.3% of
customers best thing in Mahindra cars is style & Design and 8.3% customers best thing in
Mahindra cars is price.
Q.7

INTERPRETATION
Given that 91.7% of respondents are satisfied with the amount of space
available in the Mahindra Vehicles car, it can be assumed that the company has
conducted adequate R&D in this area. The 8.3% of respondents who responded
negatively may be comparing the car to one that was just released in the same
category.

Q.8

INTERPRETATION
100 % of those who responded the safety and comfort features of Mahindra
Vehicles were rated as satisfactory by 58.3% percent of those polled. Following
that, 25% percent were exceptionally pleased, 16.7 percent were neutral with
Mahindra Vehicles' safety and comfort features.
Q.9

INTERPRETATION
100 % of those who responded the fuel consumption of Mahindra vehicles was
rated as satisfactory by 50% of those surveyed. Following that, 8.3% were
exceptionally pleased, 41.7% were neutral with Mahindra Vehicles' fuel
consumption.

Q.10

10. Do you want to give any suggestions about any change in the Mahindra
Vehicles?

VALUABLE SUGGESTIONS GIVEN BY CUSTOMERS:

 Please try to increase the number of service centres.
 Keep service stations at main location of the city where many customers
feel it easy to go to service centres.
 The service men in the service centres are unable to understand the
problems told by us, and they are not resolving the cars problems.
 Provide information on service and mileage regularly.
 Please provide information about new cars along with their price lists at
least once in 6 months.
 Advertisements through televisions can influence many categories of
people. So, try to concentrate on this segment. We don’t see or find much
of the MAHINDRA advertisements in T.V.
 Customer should be educated about the maintenance of the vehicle i.e.
 Maintenance tips should be provided.
 Mileage of the cars in not up to the expectation.
 Please send the specially appointed feedback taking staff.

Q.11
FINDINGS

The following observations are made based on the data collected by

administering schedules to customers and online.

1. According to the data shown in table of the data analysis and interpretation

theme, Mahindra Vehicles has a high percentage of satisfied customers.

2. The majority of people are pleased with Mahindra Vehicles' low maintenance

costs and after-sales service.

3. The majority of residents are happy with their fuel consumption.

4. The majority of people are delighted with it in terms of safety and comfort,

design, space, and maintenance.

5. Many owners are aware of the vehicle's power steering.

6. If we consider people's happiness, it is positive.

7. The majority of people are satisfied with its characteristics and styling.

8. Employees are extremely happy with their jobs, even though their pay is

adequate.

9. Employees are being compensated for their efforts.

10. Peers compare themselves negatively, particularly when it comes to goals

RECOMANDATION

The Mahindra Company must execute a better customer relationship

management approach to improve customer satisfaction. For example, the

company should conduct research and development activities to enhance an

existing feature that would lead to an increase in customer satisfaction. The

firm should promote all of the services it provides. Because the majority of

customers express satisfaction as a factor, the company's services and product

design should not only sustain but also improve upon the existing standard.

Instead of focusing on motivational sessions, the company should focus on the

incentive and reward structure to increase employee work satisfaction. Ideal

employees should focus on their work. An ineffective work may be caused by a

lack of educational qualifications. Employees who merit promotion should be

promoted by the company.

 CONCLUSION

The present research project on the customer satisfaction and preference of

Mahindra cars helps to analyse and understand the present market scenario in

India. Maruti Suzuki and Tata are the strongest competitors so Mahindra is

required to work on its weaknesses like offers at the time of convincing

customers and giving various financial plans.

At last, I would like to say that Mahindra should maintain and improve its

market share in Market by improving its services and providing customers

satisfaction.
 QUESTIONNAIRE

CUSTOMER SURVEY FORM

MAHINDRA AND MAHINDRA
Questionnaire

* Indicates required question

1. NAME *

2. E-MAIL ID *

3. 1. What is your perception about Mahindra automobile’s product?

Good
 very good Average

Bad

4. 2. If you are going to be a customer of M&M cars in future, what will be your
expectation?

More variety of cars

More value for money

Improved quality of cars

Better after-sales service

5. 3. What about the price of Mahindra cars?

Highly priced

Moderate/Avg price

Low price

6. 4. Where do you get your car serviced regularly?

At authorized service centre

At a local workshop near my home

7. 5. Can you share your experience with after sale service support?

much

satisfied

satisfied
 neutral

not satisfied

8. 6. What is the best thing in Mahindra cars?

Quality style &

design price

9. 7. Are you satisfied with the space available in the car?

agree disagree

10. 8. Are you satisfied with the Safety and Comfort?

much

satisfied

satisfied
 neutral

not satisfied

11. 9. Are you satisfied with the fuel consumption?

much

satisfied

satisfied

neutral

not satisfied

12. 10. which car do you prefer (fuel based)?

Petrol

Diesel

CNG

13. 11. Do you think that the cars of Mahindra are capable to attract today’s
generations?

Mark only one oval.

Yes

No

14. 12. Your general perception about Bolero?

Mark only one oval.

Good

Very Good
 Neutral

Not satisfied

15. 13. Mahindra cars are Good in quality?

Mark only one oval.

Yes

No

16. 14. Do you want to give any suggestions about any change in the Mahindra*
Vehicles?

17. 15. If you are not satisfied then what kind of dissatisfaction you are facing? *

Thanks for taking the time to fill out this questionnaire and for providing
valuable information which will be used for my project work, market
research studies and report.
 BIBLIOGRAPHY

Internet:

www.mahindra.com

https://www.cardekho.com/

https://www.autocarindia.com/cars/mahindra

https://en.wikipedia.org/wiki/Mahindra_%26_Mahindra
Magazines:

Business world

India today

Google form:

https://docs.google.com/forms/d/e/

1FAIpQLSeTJCrLALYabVfcNWCfpCjFIpNz2csjaUb7JWk5xZrj_ZslHQ/viewform?usp=sf_link