SURVEY REPORT

ON

COMPARATIVE STUDY OF CUSTOMER SATISFACTION LEVEL TOWARDS ARCHIES & HALLMARK

Submitted To:

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATIONS, MORADABAD

In Partial Fulfillment of the Requirement of the Degree ofBachelor of Business Administration (BBA)

SESSION: 2009-2012Department of Management

TEERTHANKER MAHAVEER UNIVERSITYDELHI ROAD, MORADABAD

Project Guide:Mr. TUSSHAR MAHAJANAssociate Prof. (Mgmt. Dept.)

Submitted By:NIKITA KHETRAPAL

B.B.A. V SemesterR0912011389

Project Incharge: Mr. Abhinav Srivastava

& Mr. Avinash Raj Kumar

(Course Co-ordinator, B.B.A.)

CERTIFICATE

This is to certify that Ms.................................................................is pursuing three

year full time Bachelor of Business Administration (BBA) Course from

Teerthanker Mahaveer University, Moradabad as regular student, in session (2009-

2012).

In compliance with the provision/guidelines of Teethanker Mahaveer University,

Moradabad, she has been assigned a market survey project. The project work has

been genuinely carried out by the student as specified by the university.

She has made sincere efforts in the completion of the project work.

Project Guide

Mr. TUSSHAR MAHAJAN

STUDENT DECLARATION

I Nikita Khetrapal hereby declare that the research work presented in this project

report entitled “Comparative study of Customer Satisfaction level towards

Archies & Hallmark ” for the fulfillment of the award of Bachelor of Business

Administration from Teerthanker Mahaveer University; Moradabad. The project

embodies the result of original work and studies carried out by me and the contents

of the project do not form the basis for the award of any other degree to me or to

anybody else.

Nikita KhetrapalBBA 5th Sem

ACKNOWLEDGEMENT

It gives me immense pleasure and privilege to acknowledge my deepest sense of

gratitude towards all those who helped me in the successful execution of this

project.

I would like to thanks Chancellor Sir, Shri Suresh Jain, Group Vice Chairman

Mr. Manish Jain, for their able guidance. I also extend my gratitude towards the

H.O.D. Dr. M.P. Singh and my course co-ordinator Mr. Abhinav Srivastava &

Mr. Avinash Raj Kumar who entrusted me for the completion of this project. I

am highly indebted to my project guide, Mr. Tusshar Mahajan whose

constructive counselling and able guidance helped me immensely in bringing out

this project in the present form. And lastly the entire faculty member and Mr.

Sanjeev Singh (Librarian) & the entire Lab staff for providing me this

opportunity and expose me to industrial culture.

The acknowledgement would be incomplete without thanking my family and

friend who were a big support throughout.

Nikita KhetrapalBBA 5th SEM

PREFACE

It can never be possible to make a mark in today’s competitive business world only

on the basis of theoretical knowledge. Practical study is very important for

practical knowledge purpose.

Education can build the power of knowledge but to win in the competitive world,

it must be practical. As a student of Teerthanker Mahaveer University, particularly

of international business, we are assigned to prepare a report on one of the topics

of Customer Satisfaction.

To fulfill this need, the management course has a provision for the practical market

survey. I thank my institute to provide us such opportunity having market survey in

our course so that students can have real feeling of a researcher.

In the coming pages an attempt has been made to present a comprehensive market

survey report with concerning different aspects.

EXECUTIVE SUMMARY

Customer satisfaction is an abstract concept and the actual manifestation of the

state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both

psychological and physical variables which correlate with satisfaction behaviours

such as return and recommend rate. The level of satisfaction can also vary

depending on other factors, such as other products against which the customer can

compare the organization's products.

Archies Limited (earlier called Archies Greetings and Gifts Ltd.) is an Indian

company based in New Delhi. It was started in 1979 by Anil Moolchandani .

Initially it sold song books, posters and leather patches. The company's main

product, greeting cards, was introduced in 1980. Cards were introduced for major

Indian festivals such as Holi, Diwali and Rakhi, apart from the usual new year,

birthday and anniversary occasions. The company went public in 1995. In 1998, it

was listed on the National Stock Exchange of India and Bombay Stock Exchange.

Hallmark Cards is a privately owned American company based in Kansas City,

Missouri. Founded in 1910 by Joyce C. Hall, Hallmark is the largest manufacturer

of greeting cards in the United States. For more than 100 years, Hallmark Cards,

Inc. has helped people to connect with one another and give voice to their feelings.

This project is based on the survey, which was done in the Moradabad city. The

main aim of the survey to find out customer satisfaction towards Archies &

Hallmark. We have covered almost all the aspects, which are related for

Comparative study of customer satisfaction level towards Archies & Hallmark.

The company profile and product range is given in the beginning of the report and

the data have been collected by help of questionnaire with sample size of 100,

which is given in the report. The collected data have been analyzed and shown in

the form of pie chart.

CONTENTS

1. Introduction

2. Scope of the study

3. Company Profile

4. Objectives of the study

5. Assumption

6. Research Methodology

7. Data Analysis & Interpretation

8. Findings

9. Suggestions & Recommendations

10. Limitations

11. Conclusion

BibliographyWebliographyAnnexure

INTRODUCTION

INTRODUCTION

Customer satisfaction

Customer satisfaction, 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.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key

element of business strategy.

Defining customer satisfaction

 Because the concept of customer satisfaction is not new to companies, but it is

very important & place a crucial role for survival and growth of any company.

 Customer satisfaction is the state of mind that customers have about a company

when their expectations have been met or exceeded over the lifetime of the product

or service. The achievement of customer satisfaction leads to company loyalty and

product repurchase. There are some important implications of this definition:

Because customer satisfaction is a subjective, non-quantitative state,

measurement won't be exact and will require sampling and statistical

analysis.

Customer satisfaction measurement must be undertaken with an

understanding of the gap between customer expectations and attribute

performance perceptions.

There should be some connection between customer satisfaction

measurement and bottom-line results.

Factors affecting customer satisfaction

Customer satisfaction is the overall impression of customer about the supplier

and the products and services delivered by the supplier. Following are the

important factors that could affect customer satisfaction:

Department wise capability of the supplier.

Technological and engineering or re-engineering aspects of products and

services.

Type and quality of response provided by the supplier.

Supplier’s capability to commit on deadlines and how efficiently they are

met.

Customer service provided by the supplier.

Complaint management.

Cost, quality, performance and efficiency of the product.

Supplier’s personal facts like etiquettes and friendliness.

Supplier’s ability to manage whole customer life cycle.

Compatible and hassle free functions and operations.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers.

Measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the

state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both

psychological and physical variables which correlate with satisfaction behaviors

such as return and recommend rate. The level of satisfaction can also vary

depending on other factors, such as other products against which the customer can

compare the organization's products.

Greeting cards

The vision with creative insight is of great significance in the field of the

management & the business. The marketing management needs to be must creative

in its vision to the management of the customers. To achieve the business goals

the roadways to the customers’ heart would be known. The business of gift &

greetings is one of such business.

This is the business which serves “The most special way to say you care”. When

you want to express your feelings, you want to greet someone on some special

occasion, when you like somebody, this is the best way to materialize the feelings

& express it in words.

One would definitely seek for the product that simplifies the communication of

feelings. The handiest products are gifts & greeting cards. “Archies says you

care” i.e. every feelings or emotion that comes within us can be expressed through

Archies cards & gifts easily. It will be generally hard to express otherwise feelings

and emotions without “Archies” is rightly said by many of youngsters in India.

A greeting card is an illustrated, folded card featuring an expression of friendship

or other sentiment. Although greeting cards are usually given on special occasions

such as birthdays, Christmas or other holidays, they are also sent to convey thanks

or express our feelings. Greeting cards, usually packaged with an envelope, come

in a variety of styles. There are both mass-produced as well as handmade versions

that are distributed by hundreds of companies large and small. While typically

inexpensive, more elaborate cards with die-cuts or glued-on decorations may be

more expensive.

Hallmark Cards and American Greetings are the largest producers of greeting cards

in the world. In the United Kingdom, it is estimated that one billion pounds are

spent on greeting cards every year, with the average person sending 55 cards per

year.

In western countries and increasingly in other societies, many people traditionally

mail seasonally themed cards to their friends and relatives in December. Many

service businesses also send cards to their customers in this season, usually with a

universally acceptable non-religious message such as "happy holidays" or

"seasons's greetings".

The Greeting Card Association is an international trade organization representing

the interests of greeting card and stationery manufacturers. John Beeder, former

president of the Greeting Card Association, says greeting cards are effective tools

to communicate important feelings to people you care about: “Anyone feels great

when they receive an unexpected card in the mail.”

Gift & Greeting Business

Since historic era, people are very much interested in celebrating the incidents of

joys and happiness. The celebration involves the dance, music, attractive dresses,

tasty dishes and world today exchange of gifts. In the gifts emerge to an attractive

business.

The use of cards and gifts kept increasing with the increasing levels of education

and thrust for celebrating the every possible occasion. From festival to birthday,

from journeys to success one find a long list where exchange of feelings is through

the medium of greetings and gifts.

This has open new operations for the earning of handsome profit by creating the

substitute of feelings. At present it is a big business and “Archies” is the biggest

name in Asia for cards and gifts business. More than 50% of market share is

covered by Archies which is largest by any single company in India in field of card

and gift related.

Business descriptions

Archies Limited operates in the Gift, novelty, and souvenir shops sector. Archies

Limited is an India-based company. The Company is engaged in the business of

retailing of gift items, greeting cards, perfumes and stationary items. The Company

operates in three business segments: Greeting Cards, Stationery and Gifts. Its

brands include Stupid Cupid, which includes fashion jewellery and accessories;

Ginger Lemon, which includes masala teas, and T-Shirts range. During the fiscal

year ended March 31, 2010 (fiscal 2010), the Company opened a total of 48 retail

stores and closed seven stores. As of March 31, 2010, the Company had 160

owned/managed stores. During fiscal 2010, it sold 309.64 pieces of greeting cards,

48.24 pieces of stationery items and 72.43 pieces of gifts. The Company's plant is

located in Gurgaon, Haryana.

OBJECTIVES OF THE

STUDY

OBJECTIVE OF THE STUDY

To know about the customer preference relating to Archies & Hallmark.

To analyse about the customer satisfaction towards Archies & Hallmark.

COMPANY PROFILE

COMPANY PROFILE

Archies (earlier called Archies Greetings and Gifts Ltd.) is an Indian company

based in New Delhi. It was started in 1979 by Anil Moolchandani. Initially it sold

song books, posters and leather patches. The company's main product, greeting

cards, was introduced in 1980. Cards were introduced for major Indian festivals

such as Holi, Diwali and Rakhi, apart from the usual new year, birthday and

anniversary occasions. The company went public in 1995. In 1998, it was listed on

the National Stock Exchange of India and Bombay Stock Exchange.

Archies Limited is in the business of manufacturing and selling greeting cards and

other social expression products such as gifts and posters. Archies has a market

share of about 50% of India's greeting cards market.

Archies has about 2000 outlets and franchisees, called Archies Galleries, spread

across 120 cities and 6 countries. It has tie-ups and licensing arrangements for

merchandising characters such as Dennis the Menace and Disney characters. It has

arrangements with Paramount Cards Inc., Anne Geddes, and American Greetings,

for greeting card design and name use.

Following the increasing popularity of e-cards, Archies started its online portal

archiesonline.com in 2000. The company expanded its product range to include

artificial jewellery, crystal ware, chocolates and perfumes, and accordingly

changed its name to Archies Limited in 2002.

History & Development of the company

A Dream – A Vision – A Belief

In the year 1970, a young man graduated from Ramjas College, Delhi University,

and like any other fresh graduate, he was filled with the burning desire to achieve

something big in life He was belonging to a business family, involved in the trade

where one of his regular customer is presented him with two posters purchased

from U.S.A. Then, he displayed it in the sari shop. This young man started putting

posters for sales at the sari shop. He felt that if the sales of the posters were such a

success in the sari shop, maybe he could take up a full time corner.

It was the momentous decision of this young man which eventually laid the

foundation of an industry that sells happiness. This is how “Archies” was born.

The man behind this was Mr.Anil Moolchandani.

1990

- Archies Greetings & Gifts Pvt. Ltd. was incorporated on 22nd May, and took

over the partnership firm. The Company was converted into a Public Limited

Company. Subsequently a fresh certificate of incorporation was issued on 7th

April, 1995.

- The company is currently engaged in the manufacture and trading of wide range

of cards, stationery and gift items. The company manufactures about three lakh

cards a day.

- Archies has a licence from Helpage India, and institution that cares for the less

previleged and elderly people and the company creates an exclusive range of

greeting cards in the name of Helpage India.

1996

- The Company designed one or more concept for sending greeting cards called

"Forgiveness Day".

- The company diversified into music industry and launched two cassettes “Listen

to my heart”, on the occasion of Valentine's day and "Volume of Love".

- The Company undertook to release one more album "Ae Mere Vatan" to

commemorate the 50th year of independence day.

1997

- The Company made a foray into a new venture-Music and a separate division.

The division released 10 high quality recordings which were well received in the

market.

1998

- 76 franchisees were added and as at 31st March, 1999 there were 386

Franchisees.

- The Company appointed distributors in USA, UK and Canada. Besides the

company has 14 franchisees outside India.

- The Company came out with a novel concept of Vision 2000 stores which would

be committed to Archies with 85% of shelf space. Moreover the stores being

bigger, would provide perfect ambience for shopping with new consumer friendly

furniture and fixtures of international quality.

- The Company recently introduced cards in Indian language such as Marathi

cards, Gurumukhi cards, Gujarati cards.

- The Company also introduced advertising campaign showing people a million

ways to celebrating the millennium and to make their occasions extra-special with

cards and gifts from the company.

- New Delhi-based Archies Greetings & Gifts Ltd (AG&G), has tied up with

Kingsley of UK to launch the `Kingsley' brand of greeting cards in India.

- Archies Greetings is a leader in the greeting cards segment. Besides, it

manufactures stationery and other gifts.

1999

- Recently, Archies has introduced its millennium 2000 and vernacular cards in

Marathi, Gujararti and Gurumukhi.

- Archies Greetings & Gifts Ltd (AGGL), a Delhi-based company engaged in the

greeting cards and gifts business, has recently test launched its range of perfumes

and deodorants for men and women and also room fresheners as brand extensions

in the gifts business.

- The New-Delhi-based Archies Greetings & Gifts (AG&G) is set to commence

valuing the `Archies' brand.

2000

- The Company has launched a new range of greeting cards which are in Hindi. It

has introduced a total of 45 designs.

- Archies has introduced an attractive range of cards to celebrate Easter.

- Archies Greeting and Gifts has launched a wide range of special cards, gifts and

posters on the occasion of Father's Day on 18th June.

- The Company has launched Sports Deodorant, in two variants, Boys Sports and

Girls Sports. - The Company has launched e-cards for the forthcoming festivals of

Navroz and Ganesh Chaturthi. - Archies Greetings and Gifts Ltd. in a tie-up with

Tera Jadoo Chal Gaya, has introduced a range of merchandise featuring the film's

stars, Abhishek Bachchan and Kirti Reddy.

- The Company has launched a new range of cards on the occasion of Bijoy or

Durga Puja and Vijaya Dasmi in the South.

2001

- Archies Greetings and Gifts Ltd. has introduced a range of cards, gifts and e-

cards on archiesonline.com for Valentine's Day.

- Archies Greetings and Gifts Ltd. has introduced a range of cards on the occasion

of Women's Day, It has introduced eight card designs and 10 e-cards.

2002

-Archies Greetings & Gifts Ltd has informed BSE that the Company has tied-up

with several parties for the sale of their products through its franchise network:

-Cadbury India Ltd for sale of their chocolates and other products.

2003

-The company has unveiled a new range of HelpAge cards, calendars and other

stationery.

2006

-Archies open its biggest Gallery in Pacific Taj, Agra

2007

-Archies Limited has informed that: "The Company Secretary Ms Rupa Sarkar has

resigned w.e.f. 8th December 2007 and Mr. P. C. Joshi will take charge w.e.f. 17th

December 2007 as a Company Secretary and Compliance Officer of the

Company".

Archies at a Glance

a) Asia’s and India’s No. 1 Card Company.

b) 100% Indian Co. with foreign collaborations under its name “Archies”.

c) It is also providing free sale service & donates fund through the sale of “Helping

India” cards.

d) It is the largest producer & seller of greeting cards in India & Asia.

e) Co. having a very high share price maintaining the level along with other share

of ‘A’ group companies.

f) It has the largest & skillful staff, executive officers, printers and management in

India for the card industry.

g) More than 400 franchise outlets of “Archies Gallery” & “Archies the card shop”

in Asia which is in itself the No. 1 in any field throughout Asia.

Organization Hierarchy Chart

Hallmark Cards is a privately owned American company based in Kansas City,

Missouri. Founded in 1910 by Joyce C. Hall, Hallmark is the largest manufacturer

of greeting cards in the United States. For more than 100 years, Hallmark Cards,

Inc. has helped people connect with one another and give voice to their feelings.

Their employees are personally passionate about caring, creativity, quality and

innovation, values that have guided us from the start and remain at their core.

They are best known for greeting cards, but they are much more than that. Their

products include paper party supplies, gifts and wrapping paper… ornaments, gift

books and decorative items for the home… memory-keeping picture frames,

albums and scrapbooks… e-cards and personalized photo cards... even a cable

television channel. They are with us at holidays and any-days, at our most

important milestones and unexpected occasions, when we want to share a laugh

and when we seek to offer comfort.

Hallmark's products include paper party supplies, gifts and wrapping paper,

ornaments, decorative items for the home, memory-keeping picture frames, albums

and scrapbooks, e-cards and customized photo cards. Hallmark also owns a cable

television channel. Hallmark has been owned by the Hall family for over three

generations. Hallmark markets and vends its products via Hallmark Gold Crown

stores which are owned by local entrepreneurs. Via its subsidiaries, Crayola and

William Arthur, Hallmark offers an array of hobby, arts and crafts products.

Hallmark Cards, Inc., the personal expression industry leader virtually

synonymous with consumers' preferred brand of greeting card, was founded in

January 1910 by Joyce C. Hall (1891-1982).

While best known for helping people express their feelings and touch the lives of

others, Hallmark also owns and operates thriving businesses in the family

entertainment and personal development industries.

Hallmark brand equals to quality through uncompromising attention to detail and,

since 1944, through the slogan, "When You Care Enough to Send the Very Best."

The company achieved distinction through its products, its network of specialty

retail stores, national advertising, and as sponsor of the Hallmark Hall of Fame,

television's most honored and enduring dramatic series.

Hallmark Entertainment is the world's leading producer and distributor of movies

and miniseries made for television.

Annual Sales

In 2003, Hallmark reported consolidated net revenues of $4.3 billion. Hallmark's

share of the greeting card market is greater than 50 percent.

Employees

Worldwide, Hallmark has more than 18,000 full-time employees. About 5,000

Hallmarkers work at the Kansas City headquarters and 10,000 are associated full-

time with the U.S. personal expression business. Through the Employee Profit

Sharing and Ownership Plan, Hallmark employees own nearly one-fifth of the

company.

Distribution

Hallmark personal expression products are found in more than 42,000 retail outlets

domestically.

In addition to being the domestic market-share leader in card shops, department

stores, drug stores, food stores, and major discount retailers, Hallmark publishes

products in more than 30 languages and distributes them in more than 100

countries.

Founded: 1910

Headquarters: Kansas City, Missouri.

Ownership: Private

Annual Revenues: $4.3 billion in 2003

Employees: 18,000 worldwide

Distribution: 42,000 retail outlets in U.S.

GREETING CARD OVERVIEW

Facts

According to Hallmark estimates, Americans purchased nearly 5 billion greeting cards in 2010. This estimate includes individual cards and packaged cards for everyday occasions and holidays.

In addition to the flagship Hallmark brand, the company also markets greeting cards and other products under the brand names Expressions From Hallmark, Ambassador and Connections From Hallmark.

Hallmark publishes cards in more than 30 languages and distributes them in more than 100 countries.

Hallmark Gold Crown® stores offer the most extensive collection of greeting cards, including cards for holidays, occasions and just because.

Hallmark subsidiaries DaySpring, Sunrise Greetings and William Arthur produce cards, notes and stationery to meet the needs of specific consumers and retail stores that serve those needs.

Most Hallmark greeting cards are printed on paper from well-managed forests and several card lines use recycled paper.

PRODUCT FEATURES

1. Hallmark offers nearly 240 Thanksgiving cards, including:

Postage-Paid Greetings, which already include postage, will be available in

many different designs. Just sign, seal and send. The postage is treated like a

Forever stamp.

Boutique Cards that are highly-crafted with a more confident, contemporary

communication style. These designs range from splendidly ornate and

sophisticated to playful and whimsical. Messages are warm and relevant.

Cards With Sound that play popular songs and audio clips.

Peanuts® Recipe Cards available only at Walmart.

2. Card prices are affordable.

3. Cards are available for family relationships including parents, children,

siblings, grandparents, great grandparents, grandchildren, great

grandchildren, aunts and uncles, nieces and nephews. The line expanded this

year to include grandson, granddaughter, religious cards for mom and dad,

and even more cards for family relationships

4. A wide variety of cards are appropriate for sending “across the miles” for

families and friends who won’t be together for Thanksgiving.

5. Hallmark.com also provides a selection of e-cards and paper cards that may

be personalized and mailed directly to the recipient.

6. Hallmark Gold Crown® stores feature a variety of home décor and gift

items for the fall season and Thanksgiving.

7. Clean-up after any Thanksgiving or any fall gathering is easy with Hallmark

paper partyware featuring fall-inspired turkeys, flowers, leaves, fruits and

vegetables. Personalized partyware with family photos creates a unique way

to celebrate.

8. For football fans following their favorite teams on Turkey Day, Hallmark

NFL party designs get the gang into the spirit with minimal mess.

SCOPE OF THE

STUDY

SCOPE OF THE STUDY

The project concentrates upon the Customer Satisfaction level towards Archies &

Hallmark in Moradabad which makes the study important.

The importance of customer satisfaction diminishes when a firm has increased

Bargainin power. There is a substantial body of empirical literature that establishes

the benefits of customer satisfaction for firms.

In this project, I have cover all the aspects related to the greeting card companies

i.e Archies limited and Hallmark. I have discussed about the past facts, company

profiles, varieties of products they are selling, and about their future plans.

ASSUMPTIONS

ASSUMPTIONS

Customers are highly satisfied with the Archies gallery over Hallmark

company.

Customers preferred the greetings & gifts of Archies gallery more than the

Hallmark.

RESEARCH

METHODOLOGY

RESEARCH METHODOLOGY

Introduction of the problem:

To compare the customer satisfaction level towards Archies & Hallmark.

Research design: Research design is simply the framework or plan for a study.

For the study i.e for conducting the research I selected the Descriptive research

design.

Descriptive research design: Descriptive research is also called Statistical

Research. The main goal of this type of research is to describe the data and

characteristics about what is being studied. The idea behind this type of research is

to study frequencies, averages, and other statistical calculations. Although this

research is highly accurate, it does not gather the causes behind a situation.

Descriptive research is mainly done when a researcher wants to gain a better

understanding of a topic, that is, analysis of the past as opposed to the future.

Descriptive research is the exploration of the existing certain phenomena. The

details of the facts won’t be known. The existing phenomena’s facts are not known

to the persons.

Sampling design:

I. Population:

Customers of Moradabad

II. Sampling unit:

The sampling unit is customers of greeting cards.

III. Sample size:

The sample size of the report is 100 customers.

IV. Sampling method:

For the study, non probability convenience sampling is used to conduct

the research.

Data collection method:

I. Primary data: .

For the study, Questionnaire method is used for collecting the data while

conducting the research.

II. Secondary data:

For the study, Internet is used for collecting secondary data while conducting the

research.

DATA SOURCES - Primary, Secondary.

DATA COLLECTION TOOL - Questionnaire.

SAMPLING UNIT - customers of greeting cards.

SAMPLE SIZE - 100 customers.

SAMPLE PROCEDURE-Non Probability Convenience sampling.

DATA ANALYSIS &

INTERPRETATION

DATA ANALYSIS AND INTERPRETATIONS

1. Cards & gifts are the best medium to share emotions.

a. yes 95%

b. no 5%

2. Have you purchased any cards & gifts in the past?

a. yes 74%

b. no 26%

3. How do you consider importance of cards and greetings?

a. Sharing emotions 55%

b. Wishing others 40%

c. any other 5%

sharing emotions

wishing others

any other

4. Which card company you will prefer?

a. archies 70%

b. hallmark 20%

c. others 10%

archieshallmarkothers

5. Advertising plays a significant role while buying cards and gifts.

a. yes 15%

b. no 85%

yes no

6. Do u consider price as an important feature in buying cards & gifts?

a. yes 25%

b. no 75%

7. Are you satisfied with the prices of cards & gifts of the company you like?

a. yes 60% b. no 40%

8. What do you like most in the cards & gifts?

a. design 45% b. quotation 30% c. outlooks 25%

9. Rank the following cards as per your liking.

a. musical card 35% b. fragrance card 25% c. simple card 20% d. others 20%

10. Are you satisfied with the varieties of cards & gifts offered by the company?

a. yes 79% b. no 21%

11.Are you satisfied with quality of greetings & gifts of the company you like?

a. yes 85% b. no 15%

12. Is there need to add any type of cards & gifts to the company you preferred?

a. yes 37% b. no 63%

FINDINGS

FINDINGS

95% people accept that cards & gifts are the best medium for sharing the

emotions & 5% people are avoid the cards & gifts for sharing their

emotions.

74% people have purchased cards & gifts & 26% people have not purchased

any cards & gifts on any occasion.

55% people consider importance of cards and greetings as sharing emotions,

40% people consider it as wishing others and 5% people consider it as

other.

70% people prefer archies gallery, 20% people prefer hallmark & 10%

people like others

15% people are not agree with the fact that advertising plays an important

role while buying cards and gifts and 85% people are agree with this fact.

25% people consider price as an important feature while 75% people do not

consider price while buying cards & gifts.

60% people are satisfied the prices of the company while 40% people are

not.

45% people like design, 30% people like quotations & 25% people like

outlooks of cards & gifts.

35% people like musical card, 25% people prefer fragrance card, 20%

people prefer simple card & 20% people like others.

79% people are satisfied with the varieties of cards & gifts offered by the

company while 21% people are not satisfied.

85% people are satisfied with quality of gifts & greetings & 15% people are

not satisfied.

37% people think that there is a need to add cards & gifts to the company

while 63% people don’t think in the same way.

SUGGESTIONS & RECOMMENDATION

SUGGESTIONS & RECOMMENDATIONS

Most of the showrooms do not have the full range of gift items. So the

company should give more emphasis on it.

The company should adopt adverisement through television & newspapers,

as in modern era these medias bring instant awareness about the products &

induce the customers to purchase them. This will help the firm to expand &

flourish its business.

In order to increase the sales & expand the market, the company should

appoint more sales people in different areas.

More showrooms must be open in different cities so that it will be easy for

customers to approach.

LIMITATIONS

LIMITATIONS

1. There was time constraint.

2. There was money constraint.

3. Response rate was lower.

4. Some people were not willing to respond and few of them who responded

were in hurry hence the active participation was lacking.

5. People were hesitating to give information about their views freely.

6. Survey was difficult to conduct as all respondents were not aware about the

cards company.

CONCLUSION

CONCLUSION

Studying the customer satisfaction survey, analyzing the respondents answers,

opinion survey and data analysis, I came to conclusion that Archies & Hallmark

both has a very good brand image in the mind of customers but in the present study

more customers prefer Archies over Hallmark & they are highly satisfied with the

products offered by the Archies limited. Customer is very satisfied with the quality

of products and its products are easily available in market.

Instead of enlarging the discussion, we may conclude that Archies is take a flexi

pack of what you want for your feelings and heartily words to say someone about

anything & everything.

BIBLIOGRAPHY

BOOKS:

Kothari C.R., Research Methodology- Methods and techniques, new age

international publishers, 2007, 2nd edition, pp. 26, 95, 111.

Zeithaml, V.A. and Bitner, M.J. (1996), Services Marketing, international

edition, McGraw Hill, New York, NY and London.

Malhotra, Naresh K., Marketing Research, An Applied Orientation, Fourth

Edition, Pearson Prentice Hall, 2005, Part II, pp. 71-340.

Chisnall, P.M. (1985). Marketing: A Behavioural Analysis. 2nd edn.

McGraw-Hill.

WEBLIOGRAPHY

http://en.wikipedia.org/wiki/Customer_satisfaction

http://www.customersatisfaction.com/

http://www.archies.com

http://www.hallmark.com

QUESTIONNAIRE

NAME: _________________________________

AGE: ___________________________________

LOCATION:______________________________

GENDER: male( ) female( )

CONTACT NO.:___________________________

1. Do you think that cards & gifts are the best medium to share

emotions?

yes( ) no( )

2. Have you purchased any card & gift in the past?

yes( ) no( )

3. How do you consider importance of cards and greetings?

( )Sharing emotions ( )wishing others ( )any other

4. If you want to buy any cards & gifts, which company you will

prefer?

( )archies ( )hallmark ( )others_____

5. Does advertising plays a significant role while buying cards and

gifts?

Yes( ) no( )

6. Do you consider price as an important feature in buying cards &

gifts?

yes( ) no( )

7. Are you satisfied with the prices of cards & gifts of the company

you like?

yes( ) no( )

8. Rank the following cards as per your likings.

( )musical card ( )fragrance card

( )simple card ( )others_______

9. Are you satisfied with the varieties of cards & gifts offered by the

company you like?

yes( ) no( )

10. What do you like most in the cards & gifts(give ranks)?

( ) design ( )quotation ( ) outlook

11. Are you satisfied with the quality of greetings of the company you

like?

yes( ) no( )

12. As per your opinion, is there need to add any feAture in greetings of

the company you like?

yes( ) no( )

13. If yes, then specify your views

___________________________________________

14. For which occasion would you like to purchase cards & gifts?

________________________________________

15. Other suggestions______________________________

THE END