A STUDY ON

CONSUMER USAGE AND SATISFACTION

REGARDING SURF EXCEL
IN SAMBALPUR TOWN IN ODISHA

P.G DEPARTMENT OF BUSINESS

ADMINSTRATION
SAMBALPUR UNIVERSITY
JYOTI VIHAR, BURLA

UNDER THE GUIDANCE OF: SUBMITTED

BY:
DR.T.K.DAS NAME: RAM
KUMAR PANKA

Dept. of business Administration MBA-2nd

semester
ROLL NO. 1419MBA17
 CERTIFICATE

This is to certify that “A study on Consumer usage and Satisfaction

Regarding Surf Excel in Sambalpur Town in Odisha” submitted to
Sambalpur University, Jyoti Vihar in partial fulfillment of the
requirement for the award of Degree master of Business
Administration is a genuine work done by Ram Kumar Panka
under my supervision and Guidance.

DR.T.K.DAS
 DATE:

DECLARATION

I hereby declare that the project work entitled “Consumer

perception regarding ‘surf excel’ in Sambalpur” submitted to
the Sambalpur University, is a record of an original work done by
me under the guidance of Dr. T.K DAS , at this project work is
submitted in the partial fulfillment of semester. The results
embodied in this thesis have not been submitted to any other
University or Institute.

Date : RAM KUMAR PANKA

Place : Sambalpur 1419MBA17
 ACKNOWLEDGEMENT

We express our sincere gratitude to DR.TUSAR KANTI DAS Sir

for giving us the opportunity to undergo this project. We further
thank him for lending a helping hand when it came to solving our
problem related to the project. This project would not have been
possible without his valuable time and support. We also thank
DEPARTMENT OF BUSINESS ADMINISTRATION,
SAMBALPUR UNIVERSITY for an opportunity to undertake a
soft skill project at this crucial time in our life in MBA which
helped us to understand the topics deeply which were untouched
before.

RAM KUMAR PANKA

ROLLNO:1419MBA17
 CONTENTS

Sl.No Description Page no.

1 Introduction
2 Company profile
3 Product profile
4 Objectives of the study
5 Research methodology
6 Data Analysis and Interpretation

7 Findings

8 suggestions

9 Limitations

10 Conclusion

11 Bibliography
12 Questionnaire
CHAPTER-I
 INTRODUCTION

Marketing stresses the importance of consumer. The product producers must

know the preference of the consumers. Consumer is the king of the market. The concept

has no reliance to Indian consumers. Since the course is related to business field, each

and every candidate should come to know about what is market? And what is sale? The

exposure of market situation to a young management graduate is a must thing and the

syllabus also provides a good opportunity.

According to Philip Kolter,

“Marketing research is systematic problem analysis, model building and fact

finding for the purpose of important decision-making and control in the marketing goods

and services.

Marketing research is an effective tool for measuring the consumers’ aspiration,

trade channel behavior, competitive actions, etc…, It provides a linkage between the

corporate environment and the marketing organization. Marketing research, thus, may be

viewed as an important tool used as an aid for tackling problems in marketing.

In today market customer behave very rationally, looking for more value, Then either the value

is in term of money, pleasure, status and so on.. For sustaining the Competitive advantage thus becomes

the prime priority and challenging task for Companies. Competitive advantage of an organization

involves gaining an advantage over other competing firms with regard to the design,

delivery, and strategies of the firm. Gaining competitive advantage entail a set of

specialized skills, assets, and capabilities for the o rg a n i z a t i o n .

 Innovation is the ability to envision and applycreative solution

t o problems. It is an effective tool towards gaining sustainable competitive advantage. In

addition, the firm has to optimally utilize its internal resources and capabilities to exploit

external opportunities in order to gain sustainable competitive advantage.

It allows the maintenance and improvement of your enterprise's competitive position in the

market. It is an advantage that enables business to survive against its Competition. Over a long

period of time competitions a key feature of the economy. New customers want it

quicker, cheaper, and they want it their way. T o d a y, s u s t a i n a b l e

competitive advantage should be built upon corporate capabilities and must

constantly be reinvented. According to the new resource based viewofthecompany,

sustainablecompetitiveadvantage i s a c h i e v e d b y c o n t i n u o u s l y d e v e l o p i n g e x

i s t i n g a n d c r e a t i n g n e w resources and capabilities in response to rapidly changing market

conditions. Among these resources and capabilities, in the new economy, knowledge

represents the most important value-creating asset. The opportunity for company to sustain competitive

advantage is determinedly their capabilities of two kinds –

o distinctive capabilities and

o reproducible capabilities

Their unique combination they create to achieve

synergy. T h e i r d i s t i n c t i v e capabilities - the characteristics of their

company which cannot be replicated by competitors, or can only be replicated

with great difficulty - are the basis of

their sustainable competitive advantage.

Distinctive capabilities can be of many kinds:

 patents

 exclusive licenses

 strong brands

 effective leadership

 Teamwork, or tacit knowledge.

Reproducible capabilities are those that can be bought or created by competitors and

thus by themselves cannot be a source of competitive advantage Capability represents the identity

of their firm as perceived by both their employees

and their customers. It is their ability to perform better than competi

t o r s u s i n g d istinctive and difficult to replicate set of business attributes. Capability is

a capacity for a set of resources in an integrative way to perform a stretch task. In the capability

model, senior managers are predominantly concerned with issues

about the quality of products and services provided to customers (ex

t e r n a l a n d internal), the flow of value-added work, and roles and responsibilities.

The dominant view on measurement shifts from the traditional focus of actual-vs.-

budget to a more balanced model that includes the timeliness, quality, and cost of providing

products and services to customers. Allocation and budgeting of resources moves from the

traditional practice of individual units vying for resources based on their own needs

toward teams that jointly assess resource needs based on the flow of work

needed to create value to customers.

CHAPTER-II
 COMPANY PROFILE

In the summer of 1888, visitors to the Kolkata harbour noticed crates full of
Sunlight soap bars, embossed with the words "Made in England by Lever Brothers". With
it, began an era of marketing branded Fast Moving Consumer Goods (FMCG).

Soon after followed Lifebuoy in 1895 and other famous brands like Pears, Lux
and Vim. Vanaspati was launched in 1918 and the famous Dalda brand came to the
market in 1937.

In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati

Manufacturing Company, followed by Lever Brothers India Limited (1933) and United
Traders Limited (1935). These three companies merged to form HUL in November 1956;
HUL offered 10% of its equity to the Indian public, being the first among the foreign
subsidiaries to do so. Unilever now holds 52.10% equity in the company. The rest of the
shareholding is distributed among about 360,675 individual shareholders and financial
institutions.

The erstwhile Brooke Bond's presence in India dates back to 1900. By 1903, the
company had launched Red Label tea in the country. In 1912, Brooke Bond & Co. India
Limited was formed. Brooke Bond joined the Unilever fold in 1984 through an
international acquisition. The erstwhile Lipton's links with India were forged in 1898.
Unilever acquired Lipton in 1972, and in 1977 Lipton Tea (India) Limited was
incorporated.

Pond's (India) Limited had been present in India since 1947. It joined the Unilever
fold through an international acquisition of Chesebrough Pond's USA in 1986.

Since the very early years, HUL has vigorously responded to the stimulus of
economic growth. The growth process has been accompanied by judicious
diversification, always in line with Indian opinions and aspirations.
 The liberalisation of the Indian economy, started in 1991, clearly marked an
inflexion in HUL's and the Group's growth curve. Removal of the regulatory framework
allowed the company to explore every single product and opportunity segment, without
any constraints on production capacity.

Simultaneously, deregulation permitted alliances, acquisitions and mergers. In one

of the most visible and talked about events of India's corporate history, the erstwhile Tata
Oil Mills Company (TOMCO) merged with HUL, effective from April 1, 1993. In 1996,
HUL and yet another Tata company, Lakme Limited, formed a 50:50 joint venture,
Lakme Unilever Limited, to market Lakme's market-leading cosmetics and other
appropriate products of both the companies. Subsequently in 1998, Lakme Limited sold
its brands to HUL and divested its 50% stake in the joint venture to the company.

HUL formed a 50:50 joint venture with the US-based Kimberly Clark Corporation
in 1994, Kimberly-Clark Lever Ltd, which markets Huggies Diapers and Kotex Sanitary
Pads. HUL has also set up a subsidiary in Nepal, Unilever Nepal Limited (UNL), and its
factory represents the largest manufacturing investment in the Himalayan kingdom. The
UNL factory manufactures HUL's products like Soaps, Detergents and Personal Products
both for the domestic market and exports to India.

The 1990s also witnessed a string of crucial mergers, acquisitions and alliances on
the Foods and Beverages front. In 1992, the erstwhile Brooke Bond acquired Kothari
General Foods, with significant interests in Instant Coffee. In 1993, it acquired the Kissan
business from the UB Group and the Dollops Icecream business from Cadbury India.

As a measure of backward integration, Tea Estates and Doom Dooma, two

plantation companies of Unilever, were merged with Brooke Bond. Then in 1994, Brooke
Bond India and Lipton India merged to form Brooke Bond Lipton India Limited
(BBLIL), enabling greater focus and ensuring synergy in the traditional Beverages
business. 1994 witnessed BBLIL launching the Wall's range of Frozen Desserts. By the
end of the year, the company entered into a strategic alliance with the Kwality Icecream
Group families and in 1995 the Milkfood 100% Icecream marketing and distribution
rights too were acquired.
 Finally, BBLIL merged with HUL, with effect from January 1, 1996. The internal
restructuring culminated in the merger of Pond's (India) Limited (PIL) with HUL in 1998.
The two companies had significant overlaps in Personal Products, Speciality Chemicals
and Exports businesses, besides a common distribution system since 1993 for Personal
Products. The two also had a common management pool and a technology base. The
amalgamation was done to ensure for the Group, benefits from scale economies both in
domestic and export markets and enable it to fund investments required for aggressively
building new categories.

In January 2000, in a historic step, the government decided to award 74 per cent
equity in Modern Foods to HUL, thereby beginning the divestment of government equity
in public sector undertakings (PSU) to private sector partners. HUL's entry into Bread is a
strategic extension of the company's wheat business. In 2002, HUL acquired the
government's remaining stake in Modern Foods.

In 2003, HUL acquired the Cooked Shrimp and Pasteurised Crabmeat business of
the Amalgam Group of Companies, a leader in value added Marine Products exports.

HUL launched a slew of new business initiatives in the early part of 2000’s.
Project Shakti was started in 2001. It is a rural initiative that targets small villages
populated by less than 5000 individuals. It is a unique win-win initiative that catalyses
rural affluence even as it benefits business. Currently, there are over 45,000 Shakti
entrepreneurs covering over 100,000 villages across 15 states and reaching to over 3
million homes.

In 2002, HUL made its foray into Ayurvedic health & beauty centre category with
the Ayush product range and Ayush Therapy Centres. Hindustan Unilever Network,
Direct to home business was launched in 2003 and this was followed by the launch of
‘Pureit’ water purifier in 2004.

In 2007, the Company name was formally changed to Hindustan Unilever Limited
after receiving the approval of share holders during the 74th AGM on 18 May 2007.
Brooke Bond and Surf Excel breached the the Rs 1,000 crore sales mark the same year
followed by Wheel which crossed the Rs.2,000 crore sales milestone in 2008.

On 17th October 2008 , HUL completed 75 years of corporate existence in

India.Dominating the washing powders markets in India for four decades; Surf has
continued to change according to consumer needs. Being a pioneer, Surf had to work
hard to gain acceptance in the early days. To educate housewives about its use, house to
house demonstrations were organized in city side and rural side areas. Free sample and
coupons were also distributed to recruit consumer. There has been no looking back since
the brand has undergone numerous product quality improvements to offer best cleaning
results. Over the year, there has been a shift from cartons to poly bags and emergence of
low unit price packs.

With continuous technological innovations, the brand has always managed to

fight off competition. Surf Excel, which hit the shops recently, has already gained a

reputation for the best in the market.It is the leading consumer products company in

India, a multinational with deep roots in the country.

They serve the everyday needs of all consumers everywhere for foods, hygiene

and beauty through branded products and services that deliver the best quality and

value.Their brands capture the hearts of consumers through outstanding communication.

 Through managing a responsive supply chain, they maximize value from

suppliers to customers. They are exemplary through their commitment to business ethics,

Safety, Health, Environmentalist and involvement in the community.

Unilever is focusing on the indirect marketing channels where they sell surf excel

through retailers.

 Consumer

 Retailer

 Distributor

 Company

As on the basis of Surf Excel Unilever is focusing on all areas through which it is

possible to cover different classes’ needs. That’s why Unilever products are available at

general stores.

Unilever aims to create a long term relationship with customers so they belief that

this objective will be only fulfill, if they have system to handled the markets needs as to

reach the product on all areas where its target market exist.

Surf Excel is being position in different departmental store on the base of taking

the specific area among other brands. For this purpose Unilever is paying 2 million

rupees to particular store as acquiring 40 % area in the detergents. As Unilever mostly

products are convenience product. So they have to maintain their position strong as

contains the inventories in huge amounts.

 Unilever uses a lot of distributors and retailers to supply its products in each

market where the final customer might reasonably look for it. While appointing a

distributor for a particular area, management uses its own judgment to select such a

person that has a potential to operate effectively. At present Situation for Surf Excel they

are focusing by intensive manners and for new products like Surf Excel Matic they are

focusing the distribution channel by Exclusive manners.

The objectives of the Surf Excel is

 To meet the everyday needs of people everywhere – to anticipate the aspirations of

consumers and customers and to respond creatively and competitively with branded

products and services, which raise the quality of life?

 Total commitment to exceptional standards of performance and productivity, to

working together effectively and to a willingness to embrace new ideas and learn

continuously.

 To maintain highest standards of corporate behavior towards employees, consumers

and the societies and world to acquire success.

Surf Excel is considered to be a trusted and premium brand because of its unique

association. Unilever is positioning their product in the best of their customer satisfaction

which also differentiate from their competitors. They are creating environment for people

to have a life easy chance.

As regarding the image there is message for the peoples to avoid on the occasions

to restrict “when kids are in situation of doing something extra ordinary”.

 They are also positioning as considering the fact of Strong’s competition .So they

are also focusing different type of facilities.

The major points are as fallows.

 Sales growth

 Revenue

 Market positioning

 Enhance Market shares

 Customer satisfaction

 Goodwill & reputation

CHAPTER-III
 PRODUCT PROFILE

In product some elements are involved which are Variety, Quality, Size, Features

Brand Name, Packaging and Services.

Variety

Surf Excel is at present situation available in two varieties

 Surf Excel

 Surf Excel Matic

Quality

Surf Excel quality is very popular among the peoples as Dominating the washing

powders markets in India for four decades; Surf has continued to change according to

consumer needs. Since the brand has undergone numerous product quality improvements

to offer best cleaning results.

Brand

Surf Excel is not only the product for washing the clothes but also it has created the

relationship with customers as making grounds to promote their kids. Surf Excel is the

brand that is targeting the peoples through believes and values. There fore they define

there product on the basis of some relating activities. As regarding the image there is

message for the peoples to avoid on the occasions to restrict “when kids are in situation

of doing something extra ordinary”. Parents should encourage them.

Size

Surf Excel is available in different quantities which are as follows

25g, 50g, 115g, 500g, 1kg and 2kg,5kg

Price

　Here the firms have to consider many factors for determining the price.

 Selecting the price objective

 Analyzing competitors costs,

 Prices and offers.

 Selecting a pricing method.

Price is simply the cost plus profit of the firm. There are many competitors in the

market. So the firms have to consider about the competitive price while selecting new

price and schemes.

Basic Method of Setting Prices

Unilever is using the following methods for price setting.

Price to Distributors
 The company provides products to the distributors for the prices decided keeping

in view the cost, the target revenue and competitors prices. All distributors are being

equally treated.

Prices Charged by Distributors to Retailers

Unilever gives margin of certain percentage to distributors so in this way prices to

be charged by distributors to retailers are fixed.

Prices Charged by Retailers to Ultimate Consumers

Company influences prices charged by retailers. So retailers are bound to charge

fix price to ultimate consumer

How to set the price of the product

Prices are set by taking into consideration into the prices of the competitors.

As there products are highly quality .so usually they charge high prices. Such like

Unilever set low price for Wheel Washing Powder in past. And they are charging price of

surf Excel on the base of its quality.

Prices are set by taking into consideration

 What Customer believes for high price & high quality?

 There price are high. Because they believes in zero defects.

  They charge different prices to registered and unregistered retailers.

Prices are set by taking into consideration the size, type produt.

List prices of surf excel

Surf Excel

Quantity Price in rupees

25 grams 5

50 grams 10

115 grams 20

500 grams 115

1 000 grams 210

2000 grams 405

Discounts

A quantity discount is price reduction to those who buy large volumes. This is

given to increase company sales.

CHAPTER -IV
 OBJECTIVES OF THE STUDY:

Primary Objectives:

To find out the customer satisfaction levels of the Surf excel in Chinnamanur Town.

Secondary Objectives:

1. To know customer preference about the purchase of the product.

2. To study about people’s expectations, pricing factors, price variations of Surf

excel products.
3. To find the customer satisfaction levels of Surf excel products.
4. To know the product usage and availability in the market.
5. To make suitable suggestions for the improvement of production and marketing

of Surf excel products.

CHAPTER-V
 RESEARCH METHODOLOGY

Introduction:

The essential purpose of marketing research is to provide information, which will

facilitate the identification of an opportunity or problem situation and manager in arriving

the best possible decision when such situations are encountered.

Research methodology is a basic plan, which guides the data collections and

analysis phases of the research project. It is a framework, which specifies the type course

of the data and the data collection periods

DATA COLLECTION:

The task of data collection begins after a research problem has been defined and

research design (or) plan is prepared. While deciding about the method of data collection

to be used for the study. The researcher should keep in mind two types of data namely,

1. Primary data
2. Secondary data
1. PRIMARY DATA:

Primary data are those, which are collected for the time, and they are original in

character. They are primary data collected by the investigator himself to study any

particular problem.
2. SECONDARY DATA:

Secondary data are those which are already collected by someone for some

purpose and are available for the present study for instance, the data collected during

census operations are primary data to the department of census and the same data, if used

by a research worker for some study, are secondary data. Our sample survey is based on

Primary data.

SAMPLING

In our every day life, we have been using sampling theory without knowing

about, for example, a house wife tests a small quantity of rice to see whether it has been

well-cooked, but will not inspect all the rice. Another example a grain merchant does not

examine each grain of what he purchases, similarly a fruit merchant does not inspect each

fruit, but inspects only a few of them.

By inspecting a few, they simply believe that the samples give a correct idea

about the population. Most of our decisions are based on the examination of a few items

only that is sample studies.

Sampling means where only a few units of population under study are considered

for analysis is called sampling.

Sample unit:

I chose my sampling area at chinnamanur town for market survey of the surf excel.

SAMPLING TECHNIQUES:

Sampling technique is a process of analyzing the selected data tool to collect the

data such as sampling.

METHODS OF SAMPLING:

There are many methods of sampling the various methods can be Grouped under

two groups.

1. Random Sampling

2. Non-random Sampling

1. Random sampling:

A random sample is one where each item in the universe has an equal chance of

known opportunity of being selected.

2. Non random sampling:

It gives biased information because no importance has been given to each and

every unit of the universe.

I have used random sampling techniques to collect the samples. In random

sampling, I prefer to use “stratified random sampling”.

Stratified random sampling:

When the population is heterogeneous or of different segments or strata with

respect to the variable or characteristic under study, then it is stratified. First the

population is divided into a number of sub-groups or strata each stratum is homogeneous.

A sample is drawn from stratum at random.

Questionnaire:

A questionnaire consisting of a list of enquiry is prepared.

Sampling Plan:

 What sampling unit should be studied?

 What should be the sample size?
 What sampling procedure should be used?
 What contact method should be use

Sample Size:

The sample size taken for the survey is 100 respondents.

Tools used for analysis:

The collected data were interpreted using percentage analysis method.

CHAPTER-VI
 Table-1
Usage of washing Powder

Sl No uses No. of. Respondents Percentage

1. Yes 100 100

2. No 0 0

Total 100 100

Among 100 Respondents

o 100% of Respondents are Using washing Powder

o 0% of Respondents are Not Using washing Powder

CHART-1
 Table-2

Brand of washing Powder

Sl.No Brand No.of.Respondents percentages.

1. Surf-Excel 50 50

2. Ariel 20 20

3. Rin 20 20
4. Other 10 10

Total 100 100

Among 100 Respondents

50% of respondents are using Surf-Excel washing powder

20% of respondents are using Ariel washing powder

20% of respondents are using Rin washing powder

10% of respondents are using other washing powder.

 Table-3

Media Influenced the Respondents

Sl.No Media No.of.Respondents Percentages.

1. TV 30 60

2. Radio _ _

3. Newspaper 20 40

4. Others - -

Total 50 100

Among 50 Respondents

60% of respondents influenced by TV.

0% of respondents influenced by radio.

40% of respondents influenced by Newspaper.

0% of respondents influenced by Others.

CHART - 3
 Table-4

Purchasing Place

Purchasing
Sl.No No.of.Respondents Percentages.
place

1. Retail shop 30 60

Departmental
2. 10 20
Store

3. Agent 10 20

Total 50 100

Among 50 Respondents

30% of respondents purchasing in retail shop.

10% of respondents purchasing in departmental store.

10% of respondents purchasing from agent.

CHART - 4
 Table-5

Attractive features in Surf-excel

Sl.No feature No.of.Respondents Percentages.

1. Price 5 10

2. Quality 40 80
 3. packing 5 10

Total 50 100

Among 50 Respondents

10% of respondents purchased for price.

80% of respondents purchased for quality.

10% of respondents purchased for packing style.

CHART - 5
 Table-6

Opinion about the price

Sl.No Opinion No.of.Respondents Percentages.

1. High 10 20

2. Moderate 35 70

3. Low 5 10

Total 50 100

Among 50 Respondents

20% of respondents opinion about the price is “high”.

70% of respondents opinion about the price is “moderate”.

10% of respondents opinion about the price is “low”.

CHART - 6
 Table-7

Duration of using surf-excel

Sl.No duration No.of.Respondents Percentages.

1. Below 1 year 5 10

2. 1 year 10 20

3. 2 year 10 20

4. Above 25 50

Total 50 100

Among 50 Respondents

10% of respondents are using below one year.

20% of respondents are using for one year.

20% of respondents are using for two years.

50% of respondents are using above two year.

CHART - 7
Table-8
 Opinion about the usage of surf-excel

Sl.No opinion No.of.Respondents Percentages.

1. Excellent 25 50

2. Good 10 20

3. Better 10 20

4. Poor 5 10

Total 50 100

Among 50 Respondents

50% of respondents opinion is “excellent”.

20% of respondents opinion is “good”.

20% of respondents opinion is “better”.

10% of respondents opinion is “poor”.

CHART - 8
 Table-9

Opinion about the quality of surf-excel

 Sl.No opinion No.of.Respondents Percentages.

1. Excellent 25 50

2. Good 10 20

3. Better 10 20

4. Poor 5 10

Total 50 100

Among 50 Respondents

50% of respondents opinion is “excellent”.

20% of respondents opinion is “good”.

20% of respondents opinion is “better”.

10% of respondents opinion is “poor”.

CHART - 9
 Table-10

Consumption of water
 Sl.No consumption No.of.Respondents Percentages.

1. More water 5 10

2. Reasonable 10 20

3. Less water 35 70

Total 50 100

Among 50 Respondents

10% of respondents reply is , “ it consumes more water”.

20% of respondents reply is, “it consumes reasonable water”.

20% of respondents reply is, “it consumes less water”.

CHART - 10
Table-11
 Kind of clothes suitable

Sl.No Kind of clothes No.of.Respondents Percentages.

1. Only cotton 5 10

Only
2. 5 10
polyster

3. Poly cotton 5 10

4. All types 35 70

Total 50 100

Among 50 Respondents

10% of respondents said, “only cotton is suitable”.

10% of respondents said “only polyester is suitable”.

10% of respondents said “poly cotton is suitable”.

70% of respondents said “all types of clothes is suitable”.

CHART - 11
Table-12
 About the safety to our hands

Sl.No Opinion No.of.Respondents Percentages.

1. Yes 50 100

2. No 0 0

Total 50 100

Among 50 Respondents

100% of respondents that surf excel is safe to hands.

CHART - 12
 Table-13

About the difficulty in the product

 Sl.No opinion No.of.Respondents Percentages.

1. Yes 5 10

2. No 45 90

Total 50 100

Among 50 Respondents

10% of respondents agree with the difficulty in the product.

90% of respondents didn’t agree above .

CHART - 13
Table-14
 Name the difficulty in the product

Percentages
Sl.No Name of the difficulty No.of.Respondents
.

1. Affecting cloth 10 20

2. Fade color 10 20
3. Other 30 60

Total 50 100

Among 50 Respondents

20% of respondents accept with accepting cloth.

20% of respondents accept with fade color .

60% of respondents accept with other problems.

CHART - 14
Table-15
 Available of the product alltime

Percentages
Sl.No Availabilty No.of.Respondents
.

1. Yes 40 80

2. No 10 20

Total 50 100

Among 50 Respondents

80% of respondents get the product in their area.

20% of respondents don’t get the product in their area .

CHART - 15
Table-16
 Like the offers & discounts?

Percentages
Sl.No Like the offer ,discount No.of.Respondents
.

1. Yes 35 70

2. No 15 30

Total 50 100

Among 50 Respondents

70% of respondents expecting offers.

30% of respondents are not expecting offers .

CHART - 16
Table-18
 Are the respondents expect change ?

Percentages
Sl.No Expect No.of.Respondents
.

1. Yes 40 80

2. No 10 20

Total 50 100

Among 50 Respondents

80% of respondents expect the change.

20% of respondents don’t expect the change.

CHART - 18
Table-19
 Alternative product

Percentages
Sl.No Alternate product No.of.Respondents
.

1. Ariel 30 60

2. Tide 10 20
3. Rin 10 20

Total 50 100

Among 50 Respondents

60% of respondents choose ariel as their alternate product.

20% of respondents choose tide as their alternate product.

20% of respondents choose rin as their alternate product.

CHART - 19
 Table-20

Satisfaction about the product

Percentages
Sl.No Satisfaction No.of.Respondents
.
 1. Yes 45 90

2. No 5 10

Total 50 100

Among 50 Respondents

90% of respondents satisfied with the product.

10% of respondents not satisfied with the product .

CHART - 20
CHAPTER-VII

FINDINGS
100% of Respondents are Using washing Powder

0% of Respondents are Not Using washing Powder

50% of respondents are using Surf-Excel washing powder

20% of respondents are using Ariel washing powder

20% of respondents are using Rin washing powder

10% of respondents are using other washing powder

60% of respondents influenced by TV.

0% of respondents influenced by radio.

40% of respondents influenced by Newspaper.

0% of respondents influenced by Others

30% of respondents purchasing in retail shop.

10% of respondents purchasing in departmental store.

10% of respondents purchasing from agent.

10% of respondents purchased for price.

80% of respondents purchased for quality.

10% of respondents purchased for packing style.

20% of respondents opinion about the price is “high”.

70% of respondents opinion about the price is “moderate”.

10% of respondents opinion about the price is “low”.

10% of respondents are using below one year.

20% of respondents are using for one year.

20% of respondents are using for two years.

50% of respondents are using above two year.

50% of respondents opinion is “excellent”.

20% of respondents opinion is “good”.

20% of respondents opinion is “better”.

10% of respondents opinion is “poor”.

50% of respondents opinion is “excellent”.

20% of respondents opinion is “good”.

20% of respondents opinion is “better”.

10% of respondents opinion is “poor”.

10% of respondents reply is , “ it consumes more water”.

20% of respondents reply is, “it consumes reasonable water”.

20% of respondents reply is, “it consumes less water”.

10% of respondents reply is , “ it consumes more water”.

20% of respondents reply is, “it consumes reasonable water”.

20% of respondents reply is, “it consumes less water”.

100% of respondents that surf excel is safe to hands

10% of respondents agree with the difficulty in the product.

90% of respondents didn’t agree above .

20% of respondents accept with accepting cloth.

20% of respondents accept with fade color .

60% of respondents accept with other problems.

80% of respondents get the product in their area.

20% of respondents don’t get the product in their area

70% of respondents expecting offers.

30% of respondents are not expecting offers .

80% of respondents expect the change.

20% of respondents don’t expect the change

60% of respondents choose ariel as their alternate product.

20% of respondents choose tide as their alternate product.

20% of respondents choose rin as their alternate product.

90% of respondents satisfied with the product.

10% of respondents not satisfied with the product .

 CHAPTER-VIII

SUGGESTIONS

The company should consider on the price of the product to increase the sales
The company should concentrate more on this market as the number of alternative

product is increasing.

Useful compliment should be given to attract customer.

If the company concentrate on the variety according to the consumers expectation and the

packing style it can improve its market and get the first in the detergent powder..
 CHAPTER-IX

LIMITATIONS

The survey was limited only to sambalpur town.

The survey was conducted only among the limited size of samples.

Some respondents feel irritated to answer the questions.

Faced more difficulties in gathering data.

Wrong information was given by some respondents.

Some respondents gave rough datas without considering our questions.

 CHAPTER-X

CONCLUSION
 By the detailed study on the product and market of Surf Excel it was able to get a clear picture of

the Past & Present of the products and was able to get in to the assumptions about the future of the

product.

The Brand “Surf Excel “has a good and successful past and present in all the markets. It has

been sold successfully and has created a good demand all the time. It is also holding a good place in the

detergent market with a share of around 10% - 15%.As like for all other products Surf Excel is also facing

a tight Competition in the Detergent Market. Since the Competition is too strong the company has to keep

on watching the market closely for avoiding any sudden collapse for the product.

For surviving in the Competitive Market in the coming years HUL has to take lot of steps in

developing the Surf Excel Products by doing Researches and Analysis, Introducing Innovations and new

Technologies, Producing different varieties of products according to the taste of the consumers etc.

Finally, it should note that the company may have to face lot of threats in the coming years like,

Political Threats, Legislation Threats, on going Economic Crisis, Changing lifestyle of the people etc. If

the company is able to overcome all the Threats and can prepare themselves for facing the problems in

advance, it can achieve a good growth for “Surf Excel”

CHAPTER-XI
 Bibliography

Website Reference

www.surfexcel.com

www.google.com/search

www.wikiepedia

www.yahoo.com

List of the chart

S.No Name of The Charts Page No.

1 Usage of washing powder

2 Brand of washing powder
3 Media influenced the respondents
4 Purchasing place
5 Attractive features in surf-excel
6 Opinion about the price
7 Duration of using surf-excel
8 Opinion about the usage of surf-excel
9 Opinion about the quality of surf-excel
10 Consumption of water
11 Kinds of clothes suitable
12 About the safety to our hands
13 About the difficulty in the product
14 Name the difficulty in the product
15 Available of the product all time
16 Like the offers & discounts
17 Change of soap
18 Are the respondents expect change?
19 Alternative product
20 Satisfaction about the product
List of the table

S.No.. Name of The Tables Page No.

1 Usage of washing powder
2 Brand of washing powder
3 Media influenced the respondents
4 Purchasing place
5 Attractive features in surf-excel
6 Opinion about the price
7 Duration of using surf-excel
8 Opinion about the usage of surf-excel
9 Opinion about the quality of surf-excel
10 Consumption of water
11 Kinds of clothes suitable
12 About the safety to our hands
13 About the difficulty in the product

14 Name the difficulty in the product

15 Available of the product all time
16 Like the offers & discounts
17 Change of soap
18 Are the respondents expect change?
19 Alternative product
 CHAPTER-XII

Name:
…………………………….Occupation………………………………………….

Age: ………………………………

Gender : Male Female

STUDY ON CONSUMER USAGE AND SATISFACTION REGARDING

SURF EXCEL POWDER IN SAMBALPUR TOWN(ODISHA)

1. Do you use washing powder?

☐Yes ☐No
2. If yes, which powder do you like to use?
☐Ariel ☐Surf-Excel ☐Rin ☐Other

3. Which media influenced you to buy this product?

☐TV ☐Radio ☐Newspaper ☐Others

4. Where did you purchase it?

☐ Retail shop ☐Departmental store ☐ Agent

5. What are the features attracting you?

☐Price ☐ Quality ☐Packing

6. What is your opinion about the price?

☐ High ☐ Moderate☐ Low

7. How long do you use the surf-excel?

☐Below I year ☐ 1 year ☐ 2 year ☐ above

8. What is your opinion about the usage?

☐Excellent ☐ Good ☐ Better ☐ poor

9. What do you think about the quality of the product?

☐Excellent ☐ Good ☐ Better ☐ poor

10. How is it consuming water?

☐More water ☐ Reasonable ☐less water