Dr .

Virendra Swarup

COLLEGE OF MANAGEMENT STUDIES

A Research Project Report

On

Customer satisfaction towards Hero Motocorp

Submitted in partial fulfillment of the requirement for the award of the

degree of

Master of Business Administration (MBA)

Submitted By

Kanika Gupta

( Roll No:2300500700020 )

Under the Guidance of

Ms. Nandini Shukla

Affiliated to

Dr A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY , LUCKNOW

4th semester 2024-2025
 DECLARATION

I, the undersigned, hereby declare that the project report entitled Customer experience on
social media and mobile apps marketing in fashion industry, submitted by me to the
Dr. Virendra Swarup College Of Management Studies in partial fulfilment of the
requirement for the award of the degree of Master of Business Administration under the
guidance of Prof.Ms Ashi Pandey is my original work, and the conclusions drawn therein
are based on the material collected by myself. The Report submitted is my own work and
has not been duplicated from any other source. I shall be responsible for any unpleasant
moment/situation.

Place : Kanpur Student Name

Date : Kanika Gupta

2
 CERTIFICATE

This is to certify that Ms Kanika Gupta is a bonafide student of , has

successfully completed the project work as prescribed by the in the partial
fulfilment of the requirement of Master of Business Administration (MBA)
Program for the academic year 2023-2024. The Project Work titled
“[Customer experience for social media and mobile apps marketing
in fashion industry.] ”.

Supervisor Name :- Ms Ashi Pandey

Supervisor Signature :-
Designation : -

3
 ACKNOWLEDGEMENT

A successful project is the result of teamwork and co-ordination that includes not only the
group of developers who put forth the ideas, logic, and efforts but also those who guide them.
So, at the completion of the project, I feel obliged to extend my gratitude towards all those
who made valuable contributions throughout my training period. I am thankful for all the
knowledge, guidance, and support imparted by Dr. Gauri Singh Gaur (Director) to me who
gave me invaluable knowledge during the Research. In the end, just as significantly, I would
like to express my sincere thanks to, Prof Ms Ashi Pandey (Project guide), and all the other
staff members who have provided me with excellent knowledge and support throughout my
Post Graduation. I am very much thankful to my parents, brother/sister, and friends for their
continuous support.

Place: Kanpur Signature of

Student

Kanika Gupta

Date

4
PREFACE

5
 Table Of Content

S.NO DESCRIPTION PAGE.NO

7-15
1. Executive Summary

16-25
2. Chapter -1 Industry Profile

26-49
3. Chapter -2 Review of Literature

4. Chapter -3 Research Methodology

 Research Design
 Research Problem
 Research Objective 50-67
 Data Collection
 Significance of the study
 Data Analysis & Interpretation
68-69
5. Chapter – 4 Finding Of The Study

70-72
6. Chapter -5 Conclusion & Suggestions

73
7. Limitation

74
8. Bibliography

75-76
9. Questionnaire

6
Executive Summary

7
COMPANY DETAILS ON HERO MOTOCORP.
Hero MotoCorp

него

"Hum Main Hai Hero"

Hero MotoCorp Limited is an

Indian multinational motorcycle and scooter manufacturer headquartered
in Delhi. It has a market share of about 30% in the Indian two-wheeler industry.
The Munjal family, with its 34.75% stake, is the biggest shareholder in the
company as of 2024.

Hero MotoCorp Limited primarily engages in the manufacture and sale of

motorized two wheelers in India, Asia, Central and Latin America, Africa, and
the Middle East. The company offers motorcycles and scooters, as well as
electric scooters. It provides engines, parts, and accessories, as well as related
services. The company was formerly known as Hero Honda Motors Ltd. and
changed its name to Hero MotoCorp Limited in July 2011. Hero MotoCorp
Limited was incorporated in 1984 and is based in New Delhi, India.

8
 Formerly Hero Honda

Public
Company type

Traded as BSE : 500182

NSE: HEROMOTOCO

Nse NIFTY50 constituent

ISIN INE158A01026

Industry Automotive

Founded 19 January 1984; 41 years ago

Founder Brijmohan lal munjal

Headquarters New Delhi, India

Key people Pawan Munjal

MOTORCYCLES
Products

SCOOTERS
Production output 7,587,130 units (2018)

Revenue ₹34,727 crore (US$4.1 billion) (FY2023)

OPERATING INCOME ₹3,863 crore (US$460 million) (FY2023)]

NET INCOME ₹2,799 crore (US$330 million) (FY2023)

TOTAL ASSETS ₹23,917 crore (US$2.8 billion) (FY2023)

TOTAL EQUITY ₹16,780 crore (US$2.0 billion) (FY2023)

Number of employees 8,599 (2020)

SUBSIDIARIES Vida EV

Website www.heromotocorp.com

Hero Motocorp Ltd., formerly Hero Honda, is an Indian motorcycle and scooter
manufacturer based in New Delhi, India. The company is the largest two

9
wheeler manufacturer in the world. In India, it has a market share of about 46%
share in 2-wheeler category. 21 The 2006 Forbes 200 Most Respected
companies list has Hero Honda Motors ranked at #108.151 On 31 March 2013,
the market capitalisation of the company was INR 308 billion (USD 5.66
billion),

Hero Honda started in 1984 as a joint venture between Hero Cycles of India and
Honda of Japan,7 In 2010, when Honda decided to move out of the joint
venture, Hero Group bought the shares held by Honda,

Subsequently, in August 2011 the company was renamed Hero MotoCorp with
a new corporate identity,

In June 2012, Hero Motocorp approved a proposal to merge the investment arm
of its parent Hero Investment Pvt. Ltd. into the automaker. The decision comes
after 18 months of its split from Honda Motors.

History
Hero Honda started its operations in 1984 as a joint venture between Hero
Cycles of India and Honda of Japan. "Hero" is the brand name used by the
Munjal brothers for their flagship company, Hero Cycles Ltd. A joint venture
between the Hero Group and Honda Motor Company was established in 1984 as
the Hero Honda Motors Limited at Dharuhera, India. Munjal family and the
Honda group both owned a 26% stake in the company.

During the 1980s, the company introduced low cost motorcycles in India. It was
noted for its advertising campaign based on the slogan 'Fill it – Shut it – Forget
it' emphasizing fuel efficiency. In 2001, the company became the largest two-
wheeler manufacturing company in India. It maintains global industry
leadership till date. The technology in the bikes of Hero Motocorp (earlier Hero
Honda) for almost 26 years (1984-2010) has come from the Japanese
counterpart Honda.

10
  1956—Formation of Hero Cycles in Ludhiana(majestic auto limited)

 1975—Hero Cycles becomes largest bicycle manufacturer in India.

 1983-Joint Collaboration Agreement with Honda Motor Co. Ltd.

 Japan signed Shareholders Agreement signed

 1984-Hero Honda Motors Ltd. incorporated

 1985—Hero Honda motorcycle CD 100 launched.

 1989—Hero Honda motorcycle Sleek launched.

 1991—Hero Honda motorcycle CD 100 SS launched.

 1994-Hero Honda motorcycle Splendor launched.

 1997—Hero Honda motorcycle Street launched.

 1999—Hero Honda motorcycle CBZ launched.

 2001—Hero Honda motorcycle Passion and Hero Honda Joy launched.

 2002—Hero Honda motorcycle Dawn and Hero Honda motorcycle

Ambition launched.

 2003—Hero Honda motorcycle CD Dawn, Hero Honda motorcycle

Splendor plus, Hero Honda motorcycle Passion Plus and Hero Honda
motorcycle Karizma launched.

 2004—Hero Honda motorcycle Ambition 135 and Hero Honda

motorcycle CBZ Star launched.

11
 2005—Hero Motocorp SuperSplendor, Hero Honda motorcycle CD
Deluxe, Hero Honda motorcycle Glamour, Hero Honda motorcycle
Achiever and Hero Honda Scooter Pleasure.

 2007—New Models of Hero Honda motorcycle Splendor NXG, New

Models of Hero Honda motorcycle CD Deluxe, New Models of Hero
Honda motorcycle Passion Plus and Hero Honda motorcycle Hunk
launched.
 2008—New Models of Hero Honda motorcycles Pleasure, CBZ

 Xtreme, Glamour, Glamour Fi and Hero Honda motorcycle Passion Pro

launched.

 2009—New Models of Hero Honda motorcycle Karizma:Karizma - ZMR

and limited edition of Hero Honda motorcycle Hunk launched

 2010—New Models of Hero Honda motorcycle Splendor Pro and New

 Hero Honda motorcycle Hunk and New Hero Honda Motorcycle

 Super Splendor launched.

 2011—New Models of Hero Honda motorcycles Glamour, Glamour FI,

CBZ Xtreme, Karizma launched. New licensing arrangement signed
between Hero and Honda. In August Hero and Honda parted company,
thus forming Hero MotoCorp and Honda moving out of the Hero Honda
joint venture. In November, Hero launched its first ever Off Road Bike
Named Hero "Impulse"

 2012—New Models of Hero Motocorp Maestro the Musculine scooter

and Ignitor the young generation bike are launched.

12
  2013—Hero MotoCorp unveiled line-up of 15 updated products including
KarizmaR, ZMR, Xtreme, Pleasure, Splendor Pro, Splendor iSmart, HF
Deluxe ECO, Hero Motocorp SuperSplendor, Passion Pro and Xpro,
Glamour and Glamour FI etc. It also introduced three new technologies-
Engine Immobilizer in new Xtreme, Integrated Braking System (IBS) in
new Pleasure and i3S (Idle Stop and Start System) in new Splendor
iSmart

 2014—Hero MotoCorp Launched Splendor Pro Classic, Xtreme Sports

and new models of Karizma ZMR, Karizma R, Maestro and Pleasure.

 2014—In October 2014, Hero updated its 100cc engine range on Passion
Pro and Splendor Pro Classic. Is should be updated on other Hero's 100cc
vehicles shortly as well.

Termination of Honda joint venture and the renaming

Hero Honda PassionHero Honda Karizma R

By December 2010, the board of directors of the Hero Honda Group had
decided to terminate the joint venture between Hero Group of India and Honda
of Japan in a phased manner. The Hero Group would buy out the 26% stake of
the Honda in JV Hero Honda. Under the joint venture, Hero Group could not
export to international markets (except Bangladesh, Nepal and Sri Lanka) and
the termination would mean that Hero Group could now export.

Honda exited the joint venture through a series of off-market transactions by

giving the Munjal family, which held a 26% stake in the company. Honda,
wanting to focus only on its independent fully owned two-wheeler subsidiary,
Honda Motorcycle and Scooter India (HMSI), exited Hero Honda at a discount
and get over ₹6,400 crore (equivalent to ₹140 billion or US$1.7 billion in
2023) for its stake. The discount was between 30% and 50% to the current value

13
of Honda's stake as per the price of the stock after the market closed on 16
December 2010.

The differences between the two partners had become apparent for a few years
before the split over a variety of issues, ranging from Honda's reluctance to fully
and freely share technology with Hero (despite a 10-year technology tie-up that
expired in 2014) as well as Indian partner's uneasiness over high royalty payouts
to the Japanese company. Another major irritant for Honda was the refusal of
Munjal family to merge the Hero Honda's spare parts business with Honda's
new fully owned subsidiary, HMSI.

As per the arrangement, it was a two-leg deal: In the first part, the Munjal
family, led by Brijmohan Lal Munjal group, formed an overseas-incorporated
special purpose vehicle (SPV) to buy out Honda's entire stake, which was
backed by bridge loans. This SPV was eventually opened for private equity
participation, and those included Warburg Pincus, Kohlberg Kravis
Roberts (KKR), TPG, Bain Capital and The Carlyle Group. In June 2012, Hero
MotoCorp approved a proposal to merge the investment arm of its parent Hero
Investment Pvt. Ltd. with the automaker. This decision came 18 months after its
split from Hero Honda.

Under the joint venture Hero Group could not export to international markets
(except Sri Lanka and Nepal) and the termination would mean that Hero Group
can now export. Since the beginning, the Hero Group relied on their Japanese
partner Honda for the technology in their bikes. So there are concerns that the
Hero Group might not be able to sustain the performance of the joint venture
alone.

The Japanese auto major will exit the joint venture through a series of offmarket
transactions by giving the Munjal family —that held a 26% stake in the
company—an additional 26%. Honda, which also has an independent fully

14
owned twowheeler subsidiary —Honda Motorcycle and Scooter India (HMSI) -
will exit Hero Honda at a discount and get over $1 billion for its stake. The
discount will be between 30% and 50% to the current value of Honda's stake as
per the price of the stock after the market closed on Wednesday.

The rising differences between the two partners gradually emerged as an

irritant. Differences had been brewing for a few years before the split over a
variety of issues, ranging from Honda's reluctance to fully and freely share
technology with Hero (despite a 10-year technology tie-up that expires in 2014)
as well as Indian partner's uneasiness over high royalty payouts to the Japanese
company. Another major irritant for Honda was the refusal of Hero Honda
(mainly managed by the Munjal family) to merge the company's spare parts
business with Honda's new fully owned subsidiary Honda Motorcycle and
Scooter India (HMSI).

As per the arrangement, it will be a two-leg deal. In the first part, the Munjal
family, led by Brijmohan Lal Munjal group, will form an overseas-incorporated
special purpose vehicle (SPV) to buy out Honda's entire stake, which will be
backed by bridge loans. This SPV would eventually be thrown open for private
equity participation and those in the fray include Warburg Pincus, Kohlberg
Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group.

Honda will continue to provide technology to Hero Honda motorbikes until

2014 for existing as well as future models.

Sports Association

* Hero MotoCorp began its association with the prestigious Indian Open Golf
tournament in 2005. The tournament has helped catapult the popularity of golf
in India. Illustrious golfers from around the world participate in this annual
event, which boasts of the largest prize fund sanctioned solely by the Asian

15
Tour. Hero MotoCorp, the world's largest manufacturer of two-wheelers, took
over title sponsorship of the World Challenge Hero World Challenge.

 Hockey is India's national sport, and Hero is committed to doing its part
to promote and popularize the sport. In 2010, Hero MotoCorp extended
its supportto Hockey by sponsoring the 'Hockey World Cup 2010' that
was held in India. 2 years after this, Hero Motocorp was also the sponsor
of the 'FIH Road to London 2012' tournament. The company is proud to
associate with, and will continue to endorse this great sport in the future.

 Our association with cricket goes a long way. Hero MotoCorp has in the
past sponsored major cricket tournaments in association with
International Cricket Council (ICC), including the cricket World Cup and
the Champions Trophy. Hero has also been associated with IPL.

Formation of Hero MotoCorp

The name of the company was changed from Hero Honda Motors Limited to
Hero MotoCorp Limited on 29 July 2011] The new brand identity and logo of
Hero MotoCorp were developed by the British firm Wolff Olins.

The logo was revealed on 9 August 2011 in London, to coincide with the third
test match between England and India.

Hero MotoCorp can now export to Latin America, Africa and West Asia, Hero
is free to use any vendor for its components instead of just Honda-approved
vendors.

On 21 April 2014, Hero MotoCorp announced their plan on a $40 Mn joint

venture with Bangladesh's Notiol Niloy Group in the next five years, 201 also
hero updated its 100cc engine range in 2014 for 100cc bikes except hero dawn.

49% stake in Erik Buell Racing

16
In July 2013, HMC acquired 49.2%211 shareholding in Erik Buell Racing, a
motorcycle sport company which produces street and racing motorcycles based
in East Troy, Wisconsin, USA.

Operations

Hero MotoCorp has four manufacturing facilities based at Dharuhera,

Neemrana and Gurgaon in Haryana and at Haridwar in Uttarakhand. These
plants together have a production capacity of 7.6 million 2-wheelers per year.
Read More Hero MotoCorp has a sales and service network with over 6,000
dealerships and service points across India. It has a customer loyalty program
since 2000, called the Hero Honda Passport Program which is now known as
Hero GoodLife Program. Hero GoodLife

It is reported that Hero MotoCorp has five joint ventures or associate

companies, Munjal Showa, AG Industries, Sunbeam Auto, Rockman Industries
and Satyam Auto Components, that supply a majority of its components.

The company has a stated aim of achieving revenues of $10 billion and volumes
of 10 million two-wheelers by 2016-17. This in conjunction with new countries
where they can now market their two-wheelers following he disengagement
from Honda. Hero MotoCorp hopes to achieve 10 pe ent of their revenues from
international markets, and they expected t launch sales in Nigeria by end-2011
or early-2012.

Motorcycles

 Sleek (Discontinued)

 Street (Discontinued)

 Achiever

17
  Ambition 133, Ambition 135 (Discontinued)

 CBZ, CBZStar (Discontinued)

 CBZXtreme, Hero New Xtreme 2014

 CD 100, CD 100 SS, Hero Honda Joy, CD Dawn, CD Deluxe, CD

Deluxe (Self Start)

 New HF Dawn,New HF Deluxe, HF DELUXE ECO

 Glamour, Glamour F.I.

 Hunk

 Karizma, Karizma R, Karizma ZMR FI

 Passion, Passion Plus, Passion Pro, Passion XPro, New Passion Pro TR

 Splendor, Splendor+, Splendor+ (Limited Edition), SuperSplendor,

Splendor NXG, Splendor PRO, Splendor [iSmart],Splendor Pro Classic

 Hero Impulse launched in 2011 after the separation of Hero and Honda.
Its India's first off-road and on road Bike.

 Hero Ignitor launched in 2012

 Hero HX250r

Scooters

It has 2 models in scooters:

 Pleasure

 Maestro

18
Company performance

The company has sold over 47 million 2-wheelers since its inception in 1984 till
March 2013.2 It sold 6.07 million 2-wheelers in 2012, out of which 5.5 million
were motorcycles. Hero Motocorp sells more two wheelers than the second,
third and fourth placed two-wheeler companies put together. 21 Its most popular
bike Hero Honda Splendor sells more than one million units per year.

In 2013, Hero MotoCorp registered best ever calendar year performance of

more than 6.1 million unit sales. By selling 6.25 lakh units in the month of
October, it became the first-ever manufacturer to cross landmark 6 lakh unit
sales in a month. In the last quarter of the year or say in the festive season, the
company sold more than 1.6 million units, while in non festive time in April-
May 2013, it managed to sell out quite good numbers of units-

Listings and shareholding

The equity shares of Hero Motocorp are listed on the Bombay Stock Exchange,
where it is a constituent of the BSE SENSEX index, 261 and the National Stock
Exchange of India, where it is a constituent of the S&P CNX Nifty,

As on 31 December 2013, the promoters Munjal Family held around 40%

equity shares in Hero Motocorp. Over 61,000 individual shareholders hold
approx. 7.44% of its shares. 291 Foreign Institutional Investors hold approx.

30% shares in the company,

Shareholders (as on 31-Dec-2013) Shareholding

Promoter Group

39.92%

Foreign Institutional Investors (FIl)

19
30.63%

Foreign Corporate Bodies

12.29%

Individual shareholders

06.44%

Insurance companies

05.38%

Mutual Funds / UTI

02.56%

Bodies Corporate

01.60%

Financial Institutions / Banks

00.53%

00.60%

100.0%

Employees

As on 31 March 2013, the company had 5,832 employees, out of which 66 were
women (1.1%). Italso had approx. 13,800 temporary employees on that date.
The company had an attrition rate of 5.1% in the FY 2012-13.21

The company spent INR 8.21 billion on employee benefits during the FY

20
2012-13.21

Awards and recognition

 The Brand Trust Report published by Trust Research Advisory has

ranked Hero Honda in the 7th position among the most trusted brands in
India, 301

 It received the 'Best value for Money Bike Maker' and 'Best

 Advertising' in Two Wheelers Category at the Auto India Best Brand

 Awards 2012.

Initiatives

The company started Raman Kant Munjal Foundation (RKMF), in 1992 when it
was known as Hero Honda Motors Ltd., that looks after:

 Raman Munjal Vidya Mandir (an educational institution)

 Raman Munjal Memorial Hospital

During the financial year, the company spent INR 14 million on corporate
social responsibility.

21
CHAPTER -1

Introduction

22
The project is all about measuring the customer satisfaction in Hero motors. For
the past few years every company is trying to satisfy its customers. The
emphasis is on ways of retaining customers, then on attracting new customers. It
is easy to attract new customers then to retain old customers. So, companies are
trying to focus on this aspect of customer's satisfaction.

Hero MotoCorp Ltd. (Previously Hero Honda Motors Ltd.), headquartered in

India, is the largest two-wheeler manufacturer in the world. In 2001, the firm
became the biggest producer of motorcycles in India, and the company with the
highest annual unit sales volume in the entire world. To this day, Hero
MotoCorp Ltd. remains in this leading position.' Hero MotoCorp's two-wheeled
vehicles are produced at three of the most prestigious manufacturing sites in the
world. Two of these are located in the northern Indian state of Haryana, in the
cities of Gurgaon and Dharuhera. The third and most recent production facility
is located in Haridwar, Uttarakhand, a mountainous state. In the 1980s, the Firm
was a pioneer in introducing fuel-efficient, environmentally friendly four-stroke
bikes to the United States. It was the first business to introduce the Fuel
Injection (FI) technology to Indian bikes with the June 2006 introduction of the
Glamour FI. Its plants use equipment and procedures of the highest calibre and
have set a benchmark for leanness and productivity. In an effort to maintain its

23
technological leadership, Hero MotoCorp will continue to innovate and develop
cutting-edge goods and procedures. Hero MotoCorp provides an extensive
selection of twowheeled vehicles, including motorcycles and scooters, and has
established industry standards across all market sectors. Growth in the
Company's Indian two-wheeler industry can be attributed to the firm's innate
ability to enter and thrive in new geographies and dynamic markets. The wide
sales and servicing network of Hero MotoCorp now includes over 5000 client
touchpoints. They are a combination of authorised dealerships, service & spare
parts outlets, and dealer-appointed outlets located around the nation. The time
has come for the new Hero to take centre stage on the international stage. The
new name, "Hero MotoCorp Ltd.," underscores the firm's strategy to increase its
focus on mobility and technology while expanding its presence around the
world. All of its efforts, including its significant presence in sports,
entertainment, and local community participation, will revolve around
developing and promoting a new corporate identity. 17.44 percent gain in total
unit sales to 54,02,444 motorcycles Overall net operational income of Rs.
19401.15, a 22.32 percent increase After-tax net profit of Rs. 1,927.90 Corers
Total dividend of 5,250% or Rs. 105 per share, including Interim Dividend of
Rs. 70 per share on face value of each share of Rs. EPS of 96.54 rupees Hero
Motocorp Ltd, formerly Hero Honda, is an Indian manufacturer of motorcycles
and scooters headquartered in New Delhi. 1984 saw the beginning of Hero
Honda, a joint venture between Hero Cycles of India and Honda of Japan. The
firm is India's largest manufacturer of two-wheeled vehicles. Hero Honda
Motors is placed number 108 on the 2006 Forbes 200 Most Respected
Companies list. In 2010, when Honda opted to withdraw from the joint venture,
Hero Group purchased Honda's shares. Hence, in August 2011 the corporation
adopted a new corporate brand and a new name: Hero MotoCorp. Hero
Motocorp approved a request to incorporate Hero Investment Pvt. Ltd., the

24
investment arm of its parent company, on June 4, 2012. The decision follows 18
months of separation from Honda Motor.

The sale of a product does not end with the sale transaction but it is the point at
which the original marketing concept starts. The marketer has to see that
whether the customer satisfied with that particular product/service or not. The
post purchase behavior is important for a marketer. If there is any cognitive
dissonance in the minds of the customers then that is enough to lose a customer.
Keeping this in mind the companies are giving more importance to customer
satisfaction.

This project work has been done to find out whether a customer is satisfied or
dissatisfied, also to measure the level of the customer satisfaction and provide
this feedback to the company. The first phase of the project involves the
collection of information from the customers for interpreting the characteristics
based on which the customer feels satisfied or dissatisfied. This information is
collected by preparing a structured questionnaire. The questionnaire consists of
both open-ended and closed-ended questions. The questionnaire is designed in
such a way that a customer feels convenient to answer.

The collated information through the questionnaire is analyzed and presented in

a statistical form. The findings are listed and suggestions to solve problems
faced have been given in the suggestion part.

INTRODUCTION TO CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers performance
in relation to the buyer expectation. In general satisfaction are a person's
feelings of pleasure or disappointment resulting from comparing a products
perceived performance relation to his/her expectations. If the performance falls
short of expectation, the customer is dissatisfied. If the performance matches the

25
expectation customer is satisfied. If the performance exceeds the expectation the
customer is highly satisfied.

Customer satisfaction cannot be very difficult. After all you either satisfied with
the services you receive or you are not. If you don't you are not. If it is that easy,
then obtaining people's opinion about how satisfied they are with relatively
straight forward matter- or is it? Customer satisfaction is a marketing tool and a
definite value added benefit. It is often perceived by customers as important as
the primary product or service your organization offers. It looks at what is
involved from 3 different angles, the first is from the view of an organization
wishing to understand, and measures, how satisfied its customer are with the
products and services they receive from it. The second is from the perspective
of a research agency that has been asked to obtain feedback from customers and
about their experiences when dealing with companies. Finally it considers the
issue from the perspective of consumers who participate in surveys, including
both business customers and members of general public

MEANING OF CUSTOMER SATISFICATION

Customer satisfaction is a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and part of the four prospective
of balanced score card.

In a competitive market place were businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy customer satisfaction drives successful private
sector business.

High performing businesses have developed principles and strategies for

achieving customer satisfaction. This paper presents a framework or set of ideas
for using customer satisfaction principles and strategies to improve the quality

26
responsiveness, and possibility of public sector privately provided services in
vulnerable communities

The framework suggested that resident who live in tough neighborhoods can be
supported through customer satisfaction strategies to become empowered
individuals who informed perspectives influence decisions about what, how,
when, and where services are available to them.

Customer satisfaction is the customer's response to the evaluation of the

perceived discrepancy between prior expectation and the actual performance of
the product as perceived after its consumption.

Customer satisfaction cannot be very difficult. After all you either satisfied with
the services you receive or you are not. If you don't you are not. If it is that easy,
then obtaining people's opinion about how satisfied they are with relatively
straight forward matter- or is it? Customer satisfaction is a marketing tool and a
definite value added benefit. It is often perceived by customers as important as
the primary product or service your organization offers. It looks at what is
involved from 3 different angles, the first is from the view of an organization
wishing to understand, and measures, how satisfied its customer are with the
products and services they receive from it. The second is from the perspective
of a research agency that has been asked to obtain feedback from customers and
about their experiences when dealing with companies. Finally it considers the
issue from the perspective of consumers who participate in surveys, including
both business customers and members of general public

MEANING OF CUSTOMER SATISFICATION

Customer satisfaction is a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and part of the four prospective
of balanced score card.

27
In a competitive market place were businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy customer satisfaction drives successful private
sector business.

High performing businesses have developed principles and strategies for

achieving customer satisfaction. This paper presents a framework or set of ideas
for using customer satisfaction principles and strategies to improve the quality
responsiveness, and possibility of public sector privately provided services in
vulnerable communities

The framework suggested that resident who live in tough neighborhoods can be
supported through customer satisfaction strategies to become empowered
individuals who informed perspectives influence decisions about what, how,
when, and where services are available to them.

Customer satisfaction is the customer's response to the evaluation of the

perceived discrepancy between prior expectation and the actual performance of
the product as perceived after its consumption.

DEFINITION OF CUSTOMER SATISFICATION

Cocotte, woodruff and Jenkins (1987) define customer satisfaction as

"conceptualized as a feeling developed from an evaluation of the experience."

HERE, the timing of satisfaction response is driving consumption.

BUT there is general agreement with kotler (2003) that "customer satisfaction is
a person's feeling of pleasure or disappointment resulting from comparing a
products perceived performance in relation to his or her expectation." In short
customer satisfaction is "The provision of goods or services which fulfill the
customer expectation in terms of quality and service, in relation to price paid."

28
IMPORTANCE OF CUSTOMER SATISFACTION

It costs at least 7 times more to source a new customer than it does to retain
existing one a 'satisfied' customer tells 5-7 people in a year whilst a

'dissatisfied' customer will tell 14-15 people.

 Companies can boost profits anywhere from 25% to 125% by retaining a

mere 5% more of their exciting customers.
 Totally satisfied customers were 6 times more likely to use that services
and commend it than ' satisfied' customers.
 Customers who have a bad experience with you and do not complain are
only 37% likely to still do business with you.
 Customers who have an opportunity to complain and the complaint is
achieved are 95% likely to still do business with you.

DIFFERENT KINDS OF CUSTOMERS

There are two primary customer types.

(1) External Customer

(2) Internal Client Customers

External to the Organization: Are persons, departments, units, and groups

within the company served by our work?

Customers internal to the organisation include depositors, debtors, investors,

etc.

FACTORS OF CUSTOMER SATISFACTION

Internal causes and external environment elements can be distinguished as

influences on consumer satisfaction. External influences do not directly

29
influence the decision-making process; rather, they influence the process
indirectly through the individual determinants.

1. Service of quality

2. reliability of service

3. knowledge of the staff

4. Being kept informed of progress

5. The way service kept its promises

6. The way the service handled any problem Friendliness of staff

7. How sympathetic staff were to your needs

8. Speed of enquiries

9. Number of time had to contact the service.

Company Profile

Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest
manufacturer of two - wheelers, based in India.In 2001, the company achieved
the coveted position of being the largest two-wheeler manufacturing company
in India and also, the 'World No.1' two-wheeler company in terms of unit
volume sales in a calendar year. Hero MotoCorp Ltd. continues to maintain this
position till date

Vision:

The story of Hero Honda began with a simple vision - the vision of a mobile
and an empowered India, powered by its bikes. Hero MotoCorp Ltd., company's
new identity, reflects its commitment towards providing world class mobility

30
solutions with renewed focus on expanding company's footprint in the global
arena.

Mission:

Hero MotoCorp's mission is to become a global enterprise fulfilling its

customers 'needs and aspirations for mobility, setting benchmarks in
technology, styling and quality so that it converts its customers into its brand
advocates. The company will provide an engaging environment for its people to
perform to their true potential. It will continue its focus on value creation and
enduring relationships with its partners.

Strategy

Hero MotoCorp's key strategies are to build a robust product portfolio across
categories, explore growth opportunities globally, continuously improve its
operational efficiency, aggressively expand its reach to customers, continue to
investin brand building activities and ensure customer and shareholder delight.

Manufacturing:

Hero MotoCorp two wheelers are manufactured across three globally

benchmarked manufacturing facilities. Two of these are based at Gurgaon and
Dharuhera which are located in the state of Haryana in northern India. The third
and the latest manufacturing plant is based at Haridwar, in the hill state of
Uttrakhand.

Supply chain management

As the Company prepares to produce a wider range of products, efforts are

being taken to align the supply chain and prime up its supplier base. During the
year, the Company kick-started the process of migrating its existing brands to
the new brand. The exercise is expected to be completed during 2012-13.

31
During the year, the Company also commenced the process of working with its
vendors to develop new parts. The Company's Supply Chain Management
function is built on three planks:

 Cost
 Quality
 Sustainability

Tracking inventory cost effectively and efficiently is known to be a key source

of competitive advantage in the automobile industry. Hence, it comes as no
surprise that cost leadership is the Company's prime focus area. Continual
pressure on margins forced the Company and its supply chain partners to find
innovative and alternate ways to combat inflation.

Considerable attention was given to managing component inventory in the

system, with double-digit growth in inventory turnover. To align HR processes
with the supply chain, top two HR consulting firms in India are working with
supply chain partners. The exercise is aimed at improving robustness of people
processes and resulting in a direct impact on quality, cost, productivity, delivery
and reliability. The move will enable supply chain partners move to the next
orbit of operational excellence. The Company initiated more than 30 quality
improvement projects with supply chain partners to provide better quality
products to customers.

BRAND

The new Hero is rising and is poised to shine on the global arena.

Company's new identity "Hero MotoCorp Ltd." is truly reflective of its vision to
strengthen focus on mobility and technology and creating global footprint.
Building and promoting new brand identity will be central to all its initiatives,

32
utilizing every opportunity and leveraging its strong presence across sports,
entertainment and ground- level activation.

Directors

Founder Director and Chairman : Dr. Brijmohan Lall Munjal

Managing Director and CEO : Mr. Pawan Munjal.

Board of Directors

Name of the person Nature of the Office

Mr. Sunil Kant Munjal Non Executive Director

Mr. Suman Kant Munjal Director

Mr. Paul Edgerley Non Executive Director

Mr Gen. (Retd.) V. P. Malik Director

Mr. Analjit Singh Director

Dr. Pritam Singh Director

Mr. M. Damodaran Director

Mr. Ravinath Director

Dr. Anand C.Burman Director

Pradeep Dinodia Director

33
Dr. Brijmohan Lall Munjal

Mr. Munjal is the founder Director and Chairman of the Company and the $3.2
billion Hero Group. He is the Past President of Confederation of Indian Industry
(CH), Society of Indian Automobile Manufacturers (SIAM) and was a Member
of the Board of the Country's Central Bank (Reserve Bank of India). In
recognition of his contribution to industry, Mr. Munjal was conferred the Padma
Bhushan Award by the Union Government

Corporate Governance

At Hero MotoCorp, it is the firm's belief that the essence of Corporate

Governance lies in the phrase "Your Company". It is "Your" Company because
it belongs to you - the shareholders. The Chairman and Directors are "Your"
fiduciaries and trustees. Their objective is to take the business forward in such a
way that it maximizes "Your"' long-term value.

This Company is committed to benchmarking itself with global standards for

providing good Corporate Governance. It has put in place an effective
Corporate Governance System which ensures that the provisions of Clause 49
of the Listing Agreement are duly complied with.

The Board has also evolved and adopted a Code of Conduct based on the
principles of Good Corporate Governance and best management practices being
followed globally.

 Headquarter and Branches

Corporate & Registered Office

Hero MotoCorp Ltd

34
34, Community Centre, Basant Lok, Vasant Vihar, New Delhi - 110057, India.

Tel: +91-11-26142451, 26144121

Fax: +91-11-26143321, 26143198

Zonal Offices

East Zone

Hero MotoCorp Ltd

3F, Neelamber Building, 28B, Shakespeare Sarani, Third Floor, Kolkata -

700017, India.

Tel: +91-33-22810926 22810927, 22808922, 22811185

Fax: +91-33-22808923

Email: kolkata@heromotocorp.com

West Zone

Hero MotoCorp Ltd.

15-A, Bhale Estate, Rear Wing, Third Floor, Pune-Mumbai Road, Wakadewali,
Pune - 411 003, India.

Tel: +91-20-25511577, 25512161, 56012990-91

Fax: +91-20-25511266

Email: pune@heromotocorp.com

North Zone

Hero MotoCorp Ltd.

35
F-126, Katwaria Sarai, Opp. Qutab Institutional Area, New Delhi -110016,
India.

Tel: +91-11-26533981-2, 47619300

Fax: +91-11-26533983

Email: delhi@heromotocorp.com

South Zone

Hero MotoCorp Ltd.

No - 294, 2nd Floor, 6th Main, Off 100 ft Road, HAL 2nd Stage, Indira Nagar,
Bangalore - 560038, India.

Tel: +91-80-25550430, 25584436, 25582436, 25321139

Fax: +91-80-25594036

Email: bangalore@heromotocorp.com

GRADING POSITIVES

Market leadership, strong brand equity, professional management, high

operating efficiency and established scale economies. Strong financial profile
characterized by healthy margins, high profitability and cash generation.
Potential upsides to our estimates:

(1) HMCL sustains its current market share, leveraging its brand equity, product
performance and distribution strengths;

(2) industry growth exceeds our estimates over the medium term despite
existing concerns on macro-economic scenario;

36
(3) HMCL betters the margins estimated by us via sustained business growth
and increases in operating efficiency even in the face of competitive and cost
pressures.

GRADING SENSITIVITIES

Key sensitivities to our estimates include:

(1) Inflation in input costs not being neutralized by price increases because of
competitive pressures;

(2) High concentration on Executive segment;

(3) Intensifying competition from global players;

(4) Ability to develop in-house technical capability or form alternate technical

tie-ups with external institutions.

Company History - Hero Moto Corp

1983

- Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan signed

Shareholders Agreement signed

1984

Hero Honda Motors Ltd. Incorporated

1985

First motorcycle "CD 100" rolled out

1987

100,000th motorcycle produced 1989New motorcycle model -

"Sleek" introduced

37
1991

New motorcycle model - "CD 100 SS" introduced

- 500,000th motorcycle produced

1992

Raman Munial Vidva Mandir inaugurated - A School in th nemory of founder

Managing Director, Mr. Raman Kant Munie

1994

New motorcycle model - "Splendor" introduced

- 1,000,000th motorcycle produced

1997

- New motorcycle model - "Street" introduced

- Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated

- 2,000,000th motorcycle produced

1999

- New motorcycle model - "CBZ" introduced

- Environment Management System of Dharuhera Plant certified

With ISO-14001 by DNV Holland

- Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of

founder Managing Director, Mr. Raman Kant Munjal

2000

- 4,000,000th motorcycle produced

38
- Environment Management System of Gurgaon Plant certified

ISO-14001 by DNV Holland

- Splendor declared 'World No. 1' - largest selling single two-wheeler model

"Hero Honda Passport Programme" - CRM Programme launched

2001

New motorcycle model - "Passion" introduced

- One million production in one single year

New motorcycle model - "Joy" introduced

- 5,000,000th motorcycle produced

2002

- New motorcycle model - "Dawn" introduced

- New motorcycle model - "Ambition" introduced

- Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan

Singh and Zaheer Khan as Brand Ambassadors

2003

- Becomes the first Indian Company to cross the cumulative 7 million sales
mark

- Splendor has emerged as the World's largest selling model for the third
calendar year in a row (2000, 2001, 2002)

- New motorcycle model - "CD Dawn" introduced

-New motorcycle model - "Splendor +" introduced New motorcycle model -

"Passion Plus" introduced

39
- New motorcycle model - "Karizma" introduced

2004

New motorcycle model - "Ambition 135" introduced

- Hero Honda became the World No. 1 Company for the third consecutive year.

- Crossed sales of over 2 million units in a single year, a global record.

- Splendor - World's largest selling motorcycle crossed the 5 million mark

- New motorcycle model - "CBZ*" introduced

- Joint Technical Agreement renewed

- Total sales crossed a record of 10 million motorcycles

2005

- Hero Honda is the World No. 1 for the 4th year in a row

-New motorcycle model - "Super Splendor" introduced

- New motorcycle model - "CD Deluxe" introduced

- New motorcycle model - "Glamour" introduced

- New motorcycle model - "Achiever" introduced

- First Scooter model from Hero Honda - "Pleasure" introduced

2006

- Hero Honda is the World No. 1 for the 5th year in a row.

- 15 million production milestone achieved

2007

40
- Hero Honda is the World No. 1 for the 6th year in a row

- New 'Splendor NXG' launched

- New 'CD Deluxe' launched

- New 'Passion Plus' launched

- New motorcycle model 'Hunk' launched

- 20 million production milestone achieved

2008

- Hero Honda Haridwar Plant inauguration

- New 'Pleasure' launched

- Splendor NXG lauched with power start feature

- New motorcycle model 'Passion Pro' launched

- New 'CBZ Xtreme' launched

- 25 million production milestone achieved

- CD Deluxe lauched with power start feature

- New 'Glamour' launched

- New 'Glamour Fi' launched

2009

- Hero Honda GoodLife Program launched Hunk' (Limited

Edition) launched

- Splendor completed 11 million production landmark

41
- New motorcycle model 'Karizma - ZMR' launched

- Silver jubilee celebrations

2010

- New model Splendor Pro launched

- Launch of new Super Splendor and New Hunk

2011

New licensing arrangement signed between Hero and Honda (Hero Honda is
renamed as Hero)

- Launch of new refreshed versions of Glamour, Glamour Fi, CBZ.

Xtreme, Karizma

- Crosses the landmark figure of 5 million cumulative sales in a single year

2012

45% market share in the domestic two-wheeler market

- 56% market share in the domestic motorcycle market

Declared a dividend of 2,250% in 2011-12, i.e. 45 per equity share of the face
value of 2 per share.

Profile of target customer

Hero MotoCorp basically targets the every each and segments of the market. So
there are some products like splendor, CD- dawn (rs40000-

50000) they made for lower segment of the market and glamour, passion, CBZ,
karizma (rs above 50000) for the upper segment of the market. And now they
are trying to target the young people of the market.

42
India's Hero MotoCorp, the world's largest producer of motorcycles and
scooters, has announced its intention to expand globally, with plans to sell
vehicles on three continents and nearly double its unit sales within five years.
The company, whose family shareholders bought out its former partner Honda
Motor this year, said it would invest about $1bn to expand internationally in
south-east Asia, Africa, and Central and Latin America.

Customer Relationship Activity

For making a better relationship with customer they always use genuine parts in
their product. And after selling they have the services and maintenances. Their
constant endeavor is to support the company's mandate of providing highest
level of customer satisfaction by taking good care of customer's two-wheeler
service and maintenance through their vast network of more than 2100
committed dealers and service outlets spread across the country.

Apart from that hero motocorp focused on cleanliness and other aesthetics of
the service stations and add such air conditioned waiting area, internet surfing,
coffee shops etc to enhance the in house experience of the customers at those
"customer touch point". To ensure that millions of customers in the rural area
are not left waiting for adequate service as it is impossible for the company to
introduce service station at every nook and corner of the country, mobile service
stations are regularly arranged with prior intimation to public about the rout that
the mobile workshop would take when passing through that region so that
customers can come and get their two wheelers serviced. All these activities are
aimed to increase the customer loyalty and thus retaining customers.

Good life: Customer Loyalty Program

Good Life is a Customer Relationship Program introduced a decade ago, which

Endeavour's to enhance customer satisfaction and initiate increased levels of
member engagement.

43
The main objective of this Program is to make our customers our Brand
Ambassadors to generate referral sales and boost service visits.

The GoodLife Program has enabled the Company build a consolidated base of
10 million plus loyal customers; in the process, a new distribution platform has
emerged. GoodLife now contributes a huge 14% to the Company's overall sales
(purely through referrals), in addition to incremental sales. GoodLife has
emerged as the largest Customer Relationship Program in India, witnessing
additions of 0.38 million members each month. During the year, the Program's
member base shot up 16%, with new 4.51 million transactions being
undertaken.

Besides aiming to increase the number of customers and volume of transactions,

the Program seeks to enhance revenue opportunities for dealers as well.
Different levels of engagement have been in-built into the Program with the aim
of increasing its people engagement initiatives. Some of these are: transaction-
based rewards, exclusive event invites, personal accidental insurance, service
continuity bonus, transaction benefits on special occasions (birthdays,
anniversaries), quarterly newsletters and interaction through a program website.

The Program began with a member transaction booklet, a replica of the Passport
Booklet, which helps in engaging with customers. However, the Program has
been e-enabled now to improve its geographical reach and efficiency level. It
runs on the backbone of a robust and engaging front-end and a sound, solid and
technical back-end. The Program includes customized technology, combining a
mix of Magnetic Swipe/Bar Code.

Personalized Membership Cards are shared with GoodLife members, which are
easy to carry, transact and earn/redeem rewards. Online member profiling and
real-time customer feedback module (via questionnaires) are some more salient
features of the Program. During the year, GoodLife has been the recipient of

44
several accolades and awards on national and international platforms. Some of
these were:

 'Order of Merit' in PMAA awards 2011 under 'Best Activity

 Generating Short or Long Term Brand Loyalty' category
 Colloquy Award under Innovation in
 Loyalty Marketing
 (International) category
 Qualified as ECHO Finalist (5th place) in 2011 DMA International
 ECHO™ Awards competition Loyalty Award under Auto Sector

OPERATION RAMP-UP

With demand for bikes recording a stupendous growth of 15% during the year
under review, the Company's capacities were severely strained. This prompted it
to augment its capacity at its three plants - up from 5.4 million units to 6.35
million - during the year. This was made possible through a number of de-
bottlenecking measures. For example, the Company's plants were made leaner
by outsourcing non-critical processes and operations.

Besides this, a number of structural changes and alterations were made in its
manufacturing strategy to effectively implement its Sales Plan for 2012-13.

Major replacements were also executed in the paint and assembly shop,
ensuring little or no shutdown along the assembly line. Apart from the above
measures, several innovative technologies were inculcated to reduce operational
costs. Some examples of these are:

 A breakthrough technology for gear rolling was implemented for mass-

production
 Fine blanking, an alternate process of hobbling, was introduced for
sprocket components

45
  Advanced

cam grinding was introduced to increase

productivity and control costs

The Company's oldest plant at Dharuhera was in the limelight for two specific
reasons:

 Wage negotiations were concluded

 Plant won TPM Excellence Award

The Company continues to set new industry benchmarks in the areas of energy
conservation and sustainability. Vapour absorption machines and heat recovery
units were installed during the year to utilize waste heat from Gas DGs for air-
conditioning and pre-heating of hot water generation. Other green initiatives
included projects on waste water management, LED lighting and solar power.
These cost leadership and green projects yielded considerable savings to the
Company within a short period of time.

PORTFOLIO OF PRODUCTS

Hero MotoCorp offers wide range of two wheeler products that include
motorcycles and scooters, and has set the industry standards across all the
market segments.

100cc

Bike category

 SPLENDOR PLUS SPLENDOR NXG

 SPLENDOR PRO
 PASSION PRO
 PASSION XPRO
 MAESTRO

46
  PLEASURE
 HF DAWN
 HF DELUXE

125cc

Bike category

 GLAMOUR
 SUPER SPLENDOR
 IGNITOR
 Glamour PGM FI

150cc

Bike category

 ACHIEVER

KARIZMA

 KARIZMA ZMR

IMPULSE

HUNK

 XTREME

Termination of Honda joint venture

In December 2010, the board of directors of the Hero Honda Group has decided
to terminate the joint venture between Hero Group of India and Honda of Japan
in a phased manner. The Hero Group would buy out the 26% stake of the Honda
in JV Hero Honda. Under the joint venture Hero Group could not export to
international markets (except Sri Lanka) and the termination would mean that

47
Hero Group can now export. Since the beginning, the Hero Group relied on
their Japanese partner Honda for the technology in their bikes. So there are
concerns that the Hero Group might not be able to sustain the performance of
the Joint Venture alone.

The Japanese auto major will exit the joint venture through a series of off
market transactions by giving the Munjal family — that held a 26% stake in the
company—an additional 26%. Honda, which also has an independent fully
owned two wheeler subsidiary —Honda Motorcycle and Scooter India (HMSI)-
will exit Hero Honda at a discount and get over $1 billion for its stake. The
discount will be between 30% and 50% to the current value of Honda's stake as
per the price of the stock after the market closed on Wednesday.

The rising differences between the two partners gradually emerged as an

irritant. Differences had been brewing for a few years before the split over a
variety of issues, ranging from Honda's reluctance to fully and freely share
technology with Hero (despite a 10-year technology tie-up that expires in 2014)
as well as Indian partner's uneasiness over high royalty payouts to the Japanese
company. Another major irritant for Honda was the refusal of Hero Honda
(mainly managed by the Munjal family) to merge the company's spare parts
business with Honda's new fully owned subsidiary Honda Motorcycle and
Scooter India (HMSI).

As per the arrangement, it will be a two-leg deal. In the first part, the Munjal
family, led by Brijmohan Lal Munjal group, will form an overseas-incorporated
special purpose vehicle (SPV) to buy out Honda's entire stake, which will be
backed by bridge loans. This SPV would eventually be thrown open for private
equity participation and those in the fray include Warburg Pincus, Kohlberg
Kravis Roberts (KKR), TPG, Bain Capital, and Carlyle Group.

48
Honda will continue to provide technology to Hero Honda motorbikes until
2014 for existing as well as future model

CHAPTER -2

Review of Literature

49
Planning for the future to achieve the long-term objective is integral to the
survival and growth of every business. Strategic planning today has to take into
cognizance the rapid changes in technology, increased competitiveness and the
turbulent business environment, also with the world becoming one big global
village.

Strategy covers every aspect of business from business reengineering, new

business development, product development and brand positioning to
advertisements promotional campaigns, media and publicity. It is a game of
innovation.

In fact, marketing people are involved in marketing 10 types of entities; goods,

services, experience,events, persons, places, properties, organizations,
information and ideas. Marketing management is the art and science of

50
choosing target markets and getting, keeping and growing customers through
creating, delivering and communicating superior customer value.

India is second largest manufacturer and producer of two-wheelers in the world.

It stands next to Japan and China in terms of the number of two wheelers
produced and domestic sales respectively.

Indian two-wheelers industry made small beginning in early 50's when

Automobile products of India (API) started manufacturing scooter in India.

Hero was established on 13th of April 1984. The Indian two wheelers Industry
can be broadly classified as scooter, motorcycles and mopeds/scooters. In last
six years domestic two-wheelers has seen structural charges. This can be seen
from the change in composition of two wheeler sales, where the motorcycles
have gained market share from the scooter and moped or scooters segments.
The consumer is now faced with proliferation of brand models. Getting new
customers as well as retaining them is an important task of manufacturers. So
service after sales is very important. A satisfied customer brings in more name
and goodwill to the company, which is why customer satisfaction is given more
importance in today's competitive world. A study on this aspect with Hero two-
wheelers at Hero MotoCorp Ltd was made.

The world standings for the Indian automobile sector, as per the Confederation
of Indian Industry, are as follows:

* Largest three-wheeler market

* Second largest tow-wheeler market

* Tenth largest passenger car market

51
* Fourth largest tractor market

* Fifth largest commercial vehicle market

* Fifth largest bus and truck segment

The sector has shown a sluggish growth of 12 percent in 2012. The trend is
likely to stay with a 10 percent growth outlined for 2013 citing high ownership
costs (fuel costs, cost of registration, excise duty, road tax) and slow rural
income growth. Solid but cautious growth is expected over the next few years.
However, from a long-term perspective, rising incomes, improved affordability
and untapped markets present promising opportunities for automobile
manufactures in India. According to Macquarie equities research, sale of
passenger vehicles is expected to double in the next four years

Two Wheeler & its role in Indian Context:

As the cities grow & suburbs expand, transportation needs becoming more &
more acute, with mounting pressure on its public transportation for which two
wheelers are ideal.

The two-wheeler Industry today has a significant role in the Indian economy,
with an annual turnover of Rs. 9000 crores and compounded average growth of
10%. In recent years, it is of the few industrial sectors in the growth phase today
considers personal transportation as one of the basic needs.
The two-wheeler industry basically comprises mopeds, scooters, scooters and
motorcycles. Mopeds are basic entry-level products aimed at lower/middle
income groups, offering company. This category dominated

by TVS SUZUKI, which has a market share of 50% today. The other major
players in this segment include KINETIC ENGG., HERO MOTORS and
BAJAJ AUTO.

52
Scooters, which found largest segment in the industry (37 percent) is dominated
by BAJAJ AUTO. It is however facing stiff competition from LML, which
offers better style and technology to the Indian customers. However, dominance
of this category has been declining because of shift in the customer preferences.

Major part of the growth in the two-wheeler industry has come from motorcycle
especially, the Indo-Japanese 100cc motorcycles, which are considered, fuel
efficient, reliable and suited for rough roads.

Scooters also growing at a fast phase and are being increasingly perceived as a
better option providing convenience and motor style, by urban customers. In
this category, TVS Scooty holds a dominant market share.

With sales of over three million vehicles, India is the second largest two-
wheeler market in the world. Vehicle has become a necessity for day-to-day
busy life, with the accelerated industrial and business activity in a liberalized
environment. However, given the limited purchasing power and to high cost of
cars, majority of the middle class vehicle users prefer two wheelers.

With sales of over million vehicles, India is the second largest two-wheelers
market in the world. China is the market leader with around 51 percent of the
Asia Market, India, Thailand; Indonesia & Taiwan are the other key markets for
two-wheelers with market share of 19 percent, 10 percent, 9 percent and 5
percent respectively.

In the last four to five years, the two-wheeler market has witnessed a market
shift towards motorcycles at the expense of scooters. In the rural areas,
consumers have come to prefer sturdier bikes to withstand the bad road
conditions. In the process the share of motorcycle segment has grown from 48%
to 58%, the share of scooters declined drastically from 33% to 25%, while that
of mopeds declined by 2% from 19% to 17% during the year 2000-01. The Euro

53
emission norms effective from April 2000 led to the existing players in the two-
stroke segment to install catalytic converters. 4-stroke motorcycles are now
replacing all the new models.

Excise duty on motorcycles has been reduced from 32% to 24%, resulting in
price reduction, which has aided in propelling the demand for motorcycles.
Fierce competition has also forced players to cut prices of certain models.

Competition has intensified over the last couple of years altering the dynamics
in the motorcycle segment with various companies planning to cash in on this
spurt in demand by calling off their JVs like Suzuki Motors planning to break
off with TVS. Recently, Honda Corporation of Japan announced its intentions
to set up a 100% subsidiary to manufacture scooters and motorcycles. Other
players in the two-wheeler industry include Bajaj Auto Ltd., Kinetic Motor
Co.Ltd. LML and Escorts Yamaha.

Low interest regime has helped in reducing cost of loans, which will help in
boosting sales of 2-wheelers, since 80% of the two-wheelers are credit -
stimulated.

The two-wheeler industry is passing through a critical but interesting phase. For
many years, it was growing continuously but the turning point came in 1996=97
when it started slowing down. The impact was really (MI) felt in the next year
when the overall growth was hardly two percent. This was also possible only
because the motorcycle segment showed a healthy growth of 15 percent. The
scooter segment went down by 3 percent and mopeds by 6 percent.

Another highlight is that the motorcycle sales have surpassed the scooter sales
for the first time in 1998-99. Until then, motorcycle sales were always trailing
behind.

54
The net result is that motorcycles now account for 41 percent of the two-
wheeler market, while scooters account for 36 percent. Mopeds have been able
to hold their own at about 21 percent.

GROWTH OF MOTORCYCLES

It is therefore not surprising that every major player is trying to get

into the Motorcycle market to have a piece of the cake.

Hero MotoCorp Ltd is indisputable the leader with 38 percent share followed by
Bajaj with 27 percent (includes M-80), TVS at 19 percent and Escorts at 13
percent. Now LML and Kinetic have announced their plans to manufacture
motorcycles, which are likely to come in the market by next year. The battle is
expected to be fierce but the consumer will be the greater beneficiary.

The growth in motorcycles is slowly losing its hold. It is considered a family

vehicle but perhaps there is competition from the second hand car markets
where prices have fallen down rapidly. A1992 Maruti 800 is now available for
just 70,000.

The scooter manufactures have to watch this phenomenon and bring our many
new product variants in the right price slots to sustain their shares in the market.
The moped market has been steady with an average growth of 3 percent. It is
dominated by TVS which holds 48 percent market share followed by Kinetic
and Majestic Auto at 23 percent and 18 percent respectively.

In each segment, there is a wide gap between the first two contenders, which
makes their products positioning and marketing strategies most interesting. The
two wheelers market seems to be maturing. There are the usual their

55
conventional segment of scooters, mopeds and motorcycles. Two new segments
are being created.

NEW SEGMENTS

A Step is through segment like Kinetic K4-100, Honda Street, Bajaj M-

80, which is quite close to the motorcycle segment. The other segment is
scooterettes or mini scooters in which vehicles such as Kinetic SX/Style, TVS
Scooty, Hero Winner, Bajaaj Sunny/Sprite/Safire and LML trendy can be
considered. These are vehicles under 75 cc and largely targeted at the youth
market such as college students, young boys and girls and new couples. They
get the advantage of lower excise duty at 16 percent as compared to 24 percent
applicable over 75 cc. The trend is towards push button start vehicles.

Among the majors in the two-wheeler industry, first quarter figure for the
current year of some players has been encouraging. The company sold 313,303
units last month as compared to 325,360 units in the same month last year. With
this, BAL has recorded as 87 percent growth in the motorcycle segment in the
first quarter with sales of 130,577 units (93,631 units in the corresponding
period last year) BAL estimates market share of the first quarter-Geared
scooters 75.9%, unguarded scooters- 16.5%, Step-thrus-72.3% and motorcycle-
20.5%.

In the scooters segment, sales of Bajaj Sunny and Bajaj Spirit increased by 170
percent to 7,876 units. First quarter sales registered an impressive 78 percent
growth with sales of 19,562 (10,995 units). The overall sales grew by 9.3
percent in the quarter when the company sold 3.24 lakh vehicles.

56
BAL however reported a decline in sales of scooters by 15.6 percent in the first
quarter. The company hopes to increase the share of motorcycle in its product
basket from 18 percent last year to 30 percent by 2003-04.

Hero MotoCorp Ltd enjoys tremendous brand equity in the

motorcycle segment.

Kinetic Motors, another important player, managed to grow in 1999-

2000, when the scooters segments a whole slipped by around 5 percent.

TVS Suzuki, a motor two-wheeler market, has reported a growth of 13 percent

in the first quarter period and sold 2.19 lakh units. Sales of motorcycles and
scooters were up by 18 percent and that of mopeds by 8 percent over the same
period last year.

The current year therefore promises to be a testing time for the two-wheeler
industry. Industry pundits feel that an overall growth rate of 5 percent should be
possible as against 9 percent projected earlier. The sales volume therefore is
expected to be around 3.8 million in 2000-2001.

DRAMATIC CHANGES:

Hero MotoCorp is now world's largest manufacturer of two-wheelers. The

company has benefited from the demand shift to motorcycles, as it focuses
solely on this product segment (although has a product called Pleasure in
Scooter segment). With fuel efficiency and riding comfort as the main selling
points, HMC has been able to address a wide market and post robust sales
growth even after its separation from the Japanese major Honda.

The coming years will see increasing competition due to the parity in products
and price. The only differentiators will be technology, quality, product range

57
and service. Imaginative marketing will emphasize relationship building,
customer satisfaction and relationship. All is exploring new techniques such as
direct marketing and institutional sales.

Some of them are taking the vehicle actually to the customer's doorstep.
Now the customer is the king.

SWOT ANALYSIS
CUSTOMER SATISFACTION AT HERO KAILASH MOTORS

DEPARTMENT OF MBA,LINGARAJ APPA ENGINEERING COLLEGE

BIDAR
STRENGTH


Well-built Brand Image



Excellent Distribution


Wide Variation in Products



Awards and Recognition



Brilliant Allotments Over 3000 Dealer-ships and check point.

58
WEAKNESSES:

 Strong competition
 Lack of innovation
 Explore and growth is not secure to the hero producing flora
 Publishes are not memorable with latest logo of hero motorcorp

Opportunities
 Growing industry
 Two wheeler segment is on top of the major majority rising trade
 Sell abroad of motorbike is imperfect that is untouched worldwide market
 The Hero Motocorp preserve exploit on its higher division channel to
support advertising of motorcycles .
Threats
 Honda is a curve competitor from hero Moto Corp
 Betterment of public transfer will change to wheeler sales
 Tough contest from India as healthy as worldwide brand
 Convictions and supervision policy, and in increasing petroleum price.

FUTURE GROWTH AND PROSPECTS

FUTURE GROWTH:

The Firm aims of achieve revenue of $12 Billion and Volumes of 12

Million 2- wheelers by 2017-2018.

59
 Hero MotocC0rp hope to reach 10% of their income as of International
markets.
 Hero MotoC0rp has achieved a earnings of 29,000 million rupees in the
ancient times year and expects to realize a turnover of 60,000 crores by
2020.
 When they go from beginning to end new markets by 2050, the
country must constrain humanity encompassing 611 million vehicles on
the public mode.
 Hero MotoC0rp is now absolutely gratis of all sell overseas limitations it
have to look in the preceding days, which we keep in mind to be HERO
HONDA days of its past Honda Japan promoters.
 To assemble the new require, the group would manufacture its 4th
factory in South and its fifth fix in India.

CHAPTER -3

RESEARCH METHODOLOGY

60
 METHODOLOGY OF THE STUDY

RESEARCH DESIGN:

The lessons commence to way in the following deal service and

customer’s satisfaction in the direction of Hero MotoC0rp Ltd. (Kailash
Motors)

RESEARCH PROCEDURE:

The questions are arranged for the studies in the structure and disguise
within nature. It consist of various choice and short question.

Informations which. through the facilitate of questionaire system with

convention diverse bikes possessor Hero MotoC0rp Ltd. The data has

61
collected from 60 customers, in the topic of basic random sampling.
Secondary data is composed form the company annual-reports, journal,
publication, broachers and websites etc.

SAMPLE DESIGN:

The sample unit confined to ending consumer of products i.e. Hero

MotoC0rp Ltd. Owners knows there satisfaction levels based on
performances of motors and services.

SAMPLE UNIVERSE: The assessment was done in Kailash Motors,

Bidar according to my convenience it is not gives the exact result of
Karnataka or India.

PERIOD OF STUDY:

Study is done during the year 2025.

SAMPLE PROCEDURE:

The sample-size is 60 consumer’s only. The illustration consists of

Businessman, Doctors, Engineers, Officers and Contractors etc. The
analysis was analyised in-form an consultation surrounded by accidentally
special sample of 60 regulars of Hero MotoC0rp Ltd customer’s model
amount form the trader casual.

ANALYTICAL METHOD:

Basic percentages methods have to use for identifying purpose.

DESCRIPTIVE STUDIES:

62
 In descriptive studies, when a research person is awareness to knows the
character of sertain grouping as era, sex, educational levels, employment
of incomes, the expressive revise is necessary. Descriptive study are well
structure. therefore, it necessary that pollster objectives of a study to answer
under investigation.

RESEARCH PROBLEM

 Few customer’s refuse to coperate and does not dis-close their genuine
option.
 Customer’s data is more confidential, so organisation doesn’t dis-
close it properly.
 Source of data is collects from customer’s and dealers’ only.
 Respondent’s might answer for influences or bias.
 Make of appointment to Management personel is tough work,
because of busy schedu1ed
 Even through vary commencing the people.
 Time been a limited factors which has not for sufficients to make
opinion from majorities of users, which form fraction of universally
sample.
 The samples which drawn are purpose on studies doesn’t represent the
whole sector.

RESEARCH OBJECTIVE

This study was conducted keeping the following objectives in mind.

1. To study the factors which influence the purchase of Hero two-wheelers?

2. To know the customer level of awareness of Hero two-wheelers.

63
3. To know the various factors, which influence customers in purchasing,
they're two - wheelers?

4. To find the after sales service offered by Hero MotoCorp Ltd.

5. To know the customer level of satisfaction of Hero two-wheelers with respect

to Hero MotoCorp Ltd.

6. To find the profile of Hero MotoCorp Ltd two-wheeler customers.

7. To understand two wheeler sector in India.

8. How the split with Honda has affected Hero motors.

DATA COLLECTION

The information required for this study obtained was basically

through two sources.:

Primary Data:

Primary Data has been gathered by a survey through a structured

questionnaire.

The Data has been collected from 60 customers, through questionnaires, by

using simple random sampling. In addition interaction with the staff of Hero
MotoCorp Ltd has also given some information.

Secondary Data:

64
Secondary Data comprises of information obtained from annual

reports, brochures, manuals websites etc.

SIGNIFICANCE OF THE STUDY

65
 LIMITATION OF THE STUDY

I have observed the following limitations in the course of my study.

1. The areas which were selected were limited only to Kanpur i.e., the
findings are regional and do not represent the state or country.

2. Time constraints hampered the study.

3. Since the study involved in gathering information was from upper to

higher-middle class people, interaction with them became difficult.

4. There may be respondent's bias.

5. Even though utmost care has been taken in conducting the survey, the
findings may sometimes differ from the population.

66
6. The study is conducted of academic nature

7. The split happened 1 year before, the study not giving the long run result
of Hero Motors Bikes.

DATA ANALYSIS

&

INTERPRETATION

67
Age of the respondents

Age No of respondents Percentage

Under 18 14 23.3

18-25 22 36.7

26-45 26 25

46 and above 9 15

68
INTERPRETATION :

 Number of response for under 18 is 23.3% ,

 number of response for 18 to 25 is 36.7% ,
 number of response for 26 to 45 is 25%
 number of response for 46 and above is 15%.

Gender of the respondents

 Male
 Female

Gender No of respondants Percentage

Male 36 60

Female 24 40

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INTERPRETATION :

 Number of response for mail is 60% and

 Number of response for female is 40%

Do you currently on a Hero Motocorp vehicle?

 Yes
 No

Particulars No of respondents Percentage

Yes 38 63.3

No 22 36.7

70
INTERPRETATION :

 Number of response for Yes is 63.3%.

 Number of response for No is 36.7%.

Which hero Motocorp model do you own?

 Splendor
 passion
 Glamour
 Xpulse

Particulars No of respondents Percentage

10 16.7
Splendor

26 43.3
Passion

Glamour 17 28.3

71
 7 11.7
Xpulse

INTERPRETATION :

Number of response for splendour is 16.7% , number of response for

passion is 43.3% , number of responses for glamour is , 28.3% number of
response for Xpulse, 11.7%.

72
How satisfied are you with the following aspects of your hero vehicles ?

 Performance
 Fuel efficiency
 Design and style
 Comfort
 Price

Particulars No of respondents Percentage

10 16.9
Performance

17 28.8
Fuel efficiency

24 40.7
Design & Style

6 10.2
Comfort

2 3.4
Price

73
INTERPRETATION :

 Number of response for performance is 16.9%

 Number of response for fuel efficiency is 28.8%
 Number of response for design and style is 40.7%
 Number of response for comfort is 10.2%
 Number of response for price is 3.4%

74
How reliable do you find your hero vehicle?
 Very reliable
 Somewhat reliable
 Neutral
 Unreliable
 Very unreliable

Particulars No of respondents Percentage

16 26.7
Very Reliable

Somewhat 18 30
reliable
18 30
Neutral

3 5
Unreliable

75
 Very Unreliable 5 8.3

INTERPRETATION :

 Number of response for very reliable is 26.7%

 Number of response for somewhat reliable is 30%

 Number of response for neutral is 30%

 Number of response for unreliable is 5%

 Number of responses for a very unreliable is 8.3%

76
Have you use hero service centre for maintenance?
 Yes
 No
 Maybe

Particulars No of respondents Percentage

Yes 29 48.3

No 19 31.7

Maybe 12 20

77
INTERPRETATION:

 Number of response for yes, is 48.3%

 Number of response for now is 31.7%

 Number of response for maybe is 20%

How easyhow easy is it to find a hero Motocorp service centre

near you?

 Very easy
 Easy
 Neutral
 Difficult

Particulars No of respondents Percentage

Very easy 11 18.3

Easy 19 31.7

78
 Neutral 20 33.3

Difficult 10 16.7

INTERPRETATION :
 Number of response for very easy is 18.3%
 Number of response for easy is 31.7%
 Number of response for neutral is 33.3%
 Number of response for difficulty, 16.7%

79
How likely are you to recommend hero Motocorp to others?

 Definitely
 Probably
 Not sure

Particulars No of respondents Percentage

7 11.9
Definitely
40 67.8
Probably
Not sure 12 20.3

80
INTERPRETATION :

 Number of response for definitely is 11.9%

 Number of response of probably is 67.8%

 Number of response for not sure is 20.3%

What made you choose hero Motocorp over other brands?

 brand reputation
 Price
 Fuel efficiency
 Availability of service
 Design

Particulars No of respondents Percentage

81
 9 15
Brand Reputation

22 22
Price

14 14
Fuel Efficiency

Availability of service 8 8

Design 10 10

INTERPRETATION :

 Number of response for brand reputation is 15%

 Number of response for price is 22%
 Number of response for fuel efficiency is 14%
 Number of response for availability of service is 8%
 Number of response for design is 10%

82
Would you consider buying another hero vehicle in the future?

 Yes
 No
 Maybe

Particulars No of respondents Percentage

29 48.3
Yes

19 31.7
No

83
 Maybe 12 20

INTERPRETATION:
 Number of response for Yes is 48.3%
 Number of response for now is 31.7%
 Number of response for maybe is 20%

84
 CHAPTER -4

FINDINGS OF STUDY

Marketing starts with identifying the needs of customers and ends in satisfying
those wants. The goal of marketing is to attract new customers by promising
superior value and to keep current customers by delivering satisfaction based on
their preferences retaining them.

Without customer, no market exists. As the customers are regarded as the

superiors in today's market, the level of satisfaction and their preferences should
be keenly studied.

85
The two-wheeler industry has been expanding rapidly. Gone are the days when
possessing a two-wheeler was seen as a luxury. Now days, it is viewed as a
mere necessity.

Prior, sale of two-wheelers was mainly confined to urban areas but lately in
rural areas the bicycles are being replaced by power driven two-wheelers such
as scooters, motorcycles.

Not only this, this industry has also customers ranging from all demographic
segments. It has been common sights that even school going children are
driving two-wheelers.

The women customers are also increasing due to increase in women literacy and
employment.

Getting a new customer is difficult, than retaining a current customer is a more

difficult one and not only that it is estimated that the cost of attracting a new
customer is five times the cost of retaining current customer. It requires a great
deal of effort to induce satisfied customer to switch away from their current
preference. Thus, customer satisfaction is been given top priority in today's
competitive world.

Therefore, keeping the above stated objective in mind, this study was conducted
to ascertain the customer's satisfaction towards Hero two-wheelers in Hero
MotoCorp Ltd. In view of this, a detailed study of customers preference .

More number of purchaser are professionals and production people using the
Hero MotoC0rp Ltd bikes.

 94% of customer’s acquire new bikes merely.

 Nearly about 86% of the consumers consider cost a of vehicle is
reasonable.

86
 Brand icon Hero is better in market later than divide with Honda, 72%
peoples have liked the variety “HERO”.
 Excellence, Prices, product and Fue1 effectiveness is being paid like
import in satisfactions level.
 Hero MotoC0rp India’s Number 1 2-wheeler company has position
expansion of 11.38% in May 2013 comparative to May 2012.
 Understanding abilities of customer’s need and wants, maintenance cost
is 1owest.
 The purchase of consumer’s are influence by friends and family.
 63% of respondent felt that all over performances of vehicle is good, 9%
and 22% of respondent felt that presentation of vehicles is brilliant and
okay.

87
 CHAPTER – 5

CONCLUSION & SUGGESTION

CONCLUSION

Customers Satisfaction is the tool of marketing with a exact charge extra help. It
is supposed by customer’s significant as prime your organisation recommend.
“The worldwide business surroundings is energetic with a single important
issue of building a competitive edge by creating and retaining with huge no of
customers than their goods and services every organization is therefore sized of
task establishing sustaining its worth to the customer, who as been
unpredictabled by competition”.

88
Then every busines is building efforts attain customers loyalty. In short it is
total organizational culture with brand equity, which face challenge. So their is
persistent effort between organizations to maintain existence in the
marketplace, and therefore in order to the sustain solid opposition the
companies take-up market explore recurrently to make out modify
requirements and partiality of the customers. This may help in re-frame of
the policies in providing satisfy the customer by callous boundary tools to
retain him for a life-time.

SUGGESTION

Customers Satisfaction is for diverse people at different circumstances. Hero

MotoCorp desires to provide more consequence in their service parts its contain
suitable service, and service quality.

 Hero motors wants to export market within increase and enlarge extra
support for several designs like sport bike and gear-less scooter.

89
 To give better service to customers at work shop and increase places for
parking
 To create vehicle extra hard work within and Improvement comfortness
vehicle.
 Engine capability must boost, these direct to raise mileage and pick-up.
 Skilled with experience person must be supply at examine centre, so
problem of automobile must be determined entirely.

90
 CHAPTER -6

LIMITATION OF STUDY

1. The areas which were selected were limited only to Kanpur i.e., the
findings are regional and do not represent the state or country.

2. Time constraints hampered the study.

3. Since the study involved in gathering information was from upper to

higher-middle class people, interaction with them became difficult.

4. There may be respondent's bias.

91
 5. Even though utmost care has been taken in conducting the survey, the
findings may sometimes differ from the population.

6. The study is conducted of academic nature

7. The split happened 1 year before, the study not giving the long run result
of Hero Motors Bikes.

BIBLIOGRAPHY

BOOKS:

 Principles of Marketing – Philip Kotler & Gary Armstrong

 Marketing Research – G.C.Beri
 Services Marketing – Adlarian Palmer

92
 ARTICLES:

 Auto India
 Business Today
 Gear up
 Overdrive
 Easy Rider
 Wheelocity

WEBLIOGRAPHY:

 www.heromotocorp.com
 www.kailashmotors@yahoo.com
 www.autofinlimited.com
 www.slideshare.com
 www.wikipedia.com
 www.google.com

QUESTIONAIRE

Age

 Under 18
 18-25
 26-45
 46 & above

Gender

93
  Male
 Female

Do you currently on a Hero Motocorp vehicle?

 Yes
 No

Which hero Motocorp model do you own?

 Splendor
 passion
 Glamour
 Xpulse

How satisfied are you with the following aspects of your hero vehicles ?

 Performance
 Fuel efficiency
 Design and style
 Comfort
 Price

How reliable do you find your hero vehicle?

 Very reliable
 Somewhat reliable
 Neutral
 Unreliable
 Very unreliable

Have you use hero service centre for maintenance?

 Yes
 No

94
  Maybe

How easyhow easy is it to find a hero Motocorp service centre near you?

 Very easy
 Easy
 Neutral
 Difficult

How likely are you to recommend hero Motocorp to others?

 Definitely
 Probably
 Not sure

What made you choose hero Motocorp over other brands?

 brand reputation
 Price
 Fuel efficiency
 Availability of service
 Design

Would you consider buying another hero vehicle in the future?

 Yes
 No
 Maybe

95
THANK YOU

96