A

SUMMER INTERNSHIP REPORT

ON
EUREKA FORBES LIMITED

CUSTOMER SATISFACTION OF WATER

Purifiers SYSTEM

Submitted To,
Submitted By,
MR. SUDIP CHAKRABORTY DEBI PRASAD NAYAK

SR. DIBISIONAL SALES MANAGER SCHOOL OF MANAGEMENT

STUDIES

school of management studies

Near D.C. Court junction, Dimapur, Nagaland, India

PREFACE
PREFACE
 It is obvious that to remain competitive the corporate
marketing strategy must aim to create and retain a satisfied
customer. This is possible only when the firm adds value to the
customer should perceive this customer. The customer should
perceive this value to be distinctively more than the firm’s rivals.
When this happens, the firm gets a premium on its product on
emerges as a market leader.

This project is prepared for partial fulfillment of the

marketing management in Master in Business Administration
course of SCHOOL OF MANAGEMENT STUDIES where it owns my good
fortune to be a student of 2009 to 2011.

This is true for all the products. Even though it is

more visible in industrial products, in the form of customer
training, updating technology, at a low cost for the customer, on
site servicing to ensure zero down time in the customer
manufacturing facilities etc in consumer goods too, value in
perceived when the product service the needs for which it is
brought.

I am trying to the study the Customer Satisfaction

of Water Purifiers of Eureka Forbes in the project. I hope my
study will help Eureka Forbes.

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 I feel great pleasure for the completion of this project. At
the very outset I would express my sincere thanks and deep sense
of gratitude to personnel who helped me during the collection of
data and gave me rare and valuable guidance for the preparation
of this report.

I take this opportunity to express my deep sense of

gratitude and appreciation to my project guide MR. SUDIP
CHAKRABORTY (Divisional Head of Eureka Forbes). For giving me
the opportunity to do the project work under this prestigious
company, and guiding me for assistance, motivation, valuable
advice, worthwhile discussion, technical ideas, and important
suggestions throughout the project.

I am thankful to my internal guide Professor Mr. L. D.

Singh Sir (H.O.D of SMS), project would not have been possible
without the utmost effort of our H.O.D.

I also express my gratitude towards my parents and sincere

thanks to my friends, all the employees of Eureka Forbes and also
all the faculty member of SMS, well-wishers for their
encouragement and kind co-operation to complete this report.
Without this suggestion it has not been completed.

Debi
Prasad Nayak
Student of MBA
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I , Debi Prasad Nayak, a student of M.B.A.( MASTERS IN BUSINESS
ADMNISTRATION) 2009-11 studying at SMS( School of
Management Studies) Dimapur, Nagaland, Solemnly declare that
the project work titled- Customer Satisfaction of Water Purifier, in
partial fulfillment of the MBA programme.

This programme was undertaken as a part of academic curriculum

according to the AICTE rules and norms and by no commercial
interest and motives.

Date:

Debi Prasad Nayak

Student of MBA

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 CONTENTS
SL. No Description
Page No
Chapter -- 1 PREFATORY ITEMS 1

Preface
2
Acknowledgement
3
Declaration
4
Table of Content
5
Chapter—2 INTRODUCTION TO MARKET RESEARCH 6-8
Chapter—3 SURVICE QUALITY 9-15
Chapter—4 CONSUMER BEHAVIOUR 16-17
Chapter—5 MARKETING STRATEGIES ANALYSIS 18
Chapter—6 COMPANY PROFILE 19-69
Company Analysis

EFL- The org

Direct Marketing

EFL- friends for life

Vision

Mission

Values

Product Categories of EFL

Chapter--- 7 GRAPH & PIE CHART 70- 74

Chapter—8 SAMPLE QUESTIONNAIRE 75- 77

Chapter—9 FINDING & RECOMANDATION 78
Chapter—10 LIMITATION 79
Chapter—11 SURVEY REPORT
Chapter—12 BIBLOGRAPHY 80
Website
Page |5
References Journals and

Magazines, List of Respondent.

Page |6
INTRODUCTIO
N

Page |7
 MARKET RESARCH

INTRODUCTION
Usually it is said that if marketing would be a train, than
market research would be the locomotive. In other words, market
research should ideally be the starting point on any marketing
exercise. Conducting any marketing exercise- is it related to
pricing, promotion or distribution of a product or service. Without
researching the potential market is as sensible as setting out sell
sand in the Sahara Desert.

Market research provides the answers to all the questions that

generally occupy the minds of marketers, at every stage of the
marketing process.

Growth Trends in Market Research

India, fastest growing market research industry in the world, with
growth rates at around 31 % (2009-10). China is a distant second
growing at20%. The size of the industry if of 595 crore, but the
industry is growing rapidly with a lot of business coming from
overseas. The business coming from overseas from overseas involves
lot of outsourcing as cost advantages are enormous; the processing of
data is almost 50% cheaper in India than in developed countries. The
outsourcing business amounts to almost for the 8% industry and this
figure is doubling in value every year.

KEY PLAYERS IN MARKET RESEARCH

Dun Bradstreet\
Information Resources Incorporation
NPD Group Information
A.C Nielson India Pvt .Ltd
Martiz Research
NFO Research Incorporation
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ICMR( India Council of Market Research)
IMRB( India Market Research Bureau)

SCOPE OF MARKET RESEARCH

Many people think that market research is just a consumer
survey, asking consumer about certain product or services.
Though consumer research is an integral part of marketing
research, the latter’s quite a pervasive activity, conveying the
various types of marketing problems that confront the marketing
manager. There are various discussion confined to the market
research which are as follows-

 Product Research

 Sales Research

 Customer Research

 Pricing Research

 Advertising Research

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 Service Quality
Service quality is not easy to measure in a precise manner.
The nature and characteristics of services can have an impact on
quality issues: There are many definitions of Service quality,

The customer’s overall judgment of service quality can be an

evaluation of both the process and the outcome, compared with
the customer’s own expectations and desired benefits. This leads
to an important idea in assessing quality from a services
marketing perspective: perceived service quality.

Perceived service quality represents the customer’s judgment

of an organization’s service based on their overall experience of
the service. Understanding how customers arrive at this judgment
- that is to say, how they decide whether or not they are satisfied
with Eureka Forbes service - is very important for services
quality management.

Determinate of Service Quality:

1. Reliability: The ability to perform the promised service

dependably and accurately.

2. Responsiveness: The willingness to help customer and to provide

prompt service.

3. Assurance: The knowledge and courtesy of employees and their

ability to convey trust and confidence.

4. Empathy: The provision of caring, individualized attention to

customers.

5. Tangibles: The appearance of physical facilities, equipment,

personnel, and communication material.

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 Service Quality Model

Word of
Personal Past
Mouth
Communica
needs experience

Expected
Service

Perceived
Consumer
service

External
Service delivery Communication to
(including pre- and consumer
post-contacts)
Marketer
Service Quality
specifications

Management
perceptions of
consumer

Various studies have shown that well managed

service companies share the following common practices a
strategic concept, a history of top management commitment to
quality, high standards, self-service technologies, systems, for

P a g e | 11
monitoring service performence and customer complaints, and an
emphasis on customer satisfaction.

New Service Development

Those products that are designed and introduce via the step in
a structured planning framework have a greater likelihood of
ultimate success than those not developed within a framework, the
fact that services are intangible makes it even more imperative for
a new service development system to have four basic
characteristic

1. It must be objective, not subjective.

2. It must be precise, not vague

3. It must be fact driven, not opinion driven

4. It must be methodological, not philosophical?

Customer Focus

Quality begins with customer and also ends with

them. Day’s when organization and customers were treated as two
different entities. The marketplace has become very competitive,
and it is no longer possible to run a business without strong focus
on the customer. Show this relationship.

Customer

Custo
mer

Eureka Forbes Ltd.

Eureka
Forbes
Ltd. P a g e | 12
Identification of Customer Group
A customer is “one who purchases a product or service”.
There are two types of customers internal and external.

An external customer exists outside the organization and buys

its product and services. Employees in the organization must know
how their jobs enhance the total satisfaction of the external
customer.

An internal customer as important as the external customer.

External customers are people who ultimately consume the final

product like the common people. Internal customers include each
employee working in the organization.

Customer Perception of Quality

One of the basic concepts of the service quality is continuous
process improvement. The concept implies that there is no
acceptable quality level because the customer’s needs, values and
expectation are constantly changing and becoming more
dependent. These are:

• Performance
• Feature
• Service
• Warranty
• Price
• Reputation

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Customer Feedback
Is not a one time effort. It is an ongoing and active prbing of
customer. Feedback enables the organization to:

1) Discover customer dissatisfaction

2) Discover the relative priorities of quality

3) Compare its performance with competition

4) Identify customer needs.

5) Determine opportunities for improvement.

Comment Cards
A low cost method of obtaining customer feedback involves a
comment card, is attached to the warranty card and include with
the time of purchase. The intent of the card is to get simple
information such as name, address, age, occupation and the
factors

Survey
This tool is in the form of a questionnaire where the customer is
asked to furnish answer relating to the quality of product and
services. To make survey more useful must be remember the
following:

1. Customer are not the same

2. Survey raise the customer expectation

3. The more specific the question

4. Before the data is collected, you know how you want to

analysis and use it.

Focus Groups
A focus groups is a research method use to find out what the
customer are really thinking. A group of customer is assembled in
ameeting room to answer a series of question. The moderator,
understands clearly the type of information that must be elicited

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and a plain to obtain it. Meetings are designed tofocus on the
current, proposed and future product and services.

Toll Free Telephone Number

Toll Free service Phone number 3988 3333 are an
effective technique for receiving complaints. Organisations
can respond faster to the complaint without incurring a lot of
expenses. Such a number does not, however, reach those
who decide not to buy the product or thosee who discover
some likeable features in a competitor’s product. Toll free
number are used by, at least, 50 percent of organisation with
sales of at least $10 million.

Customer Visits
Visit to a customer’s place of business provides another way
of gathering information. An organization can pro-actively monitor
the performance of its product while it is in use. It can, thereby
identify any specific problems. Senior managers should be
involved in these visits and not delegate them to someone else.
However it is a good idea to take along operating personnel so that
they can see first and how the product is performing.

Report Card
Another very effective tool is the report card. It is usually
sent to each customer on a quality basis. Data is analyzed to
determine areas for improvement.

QCC Operation model

Problem Problem Problem Generate

Identification Selection Analysis Alternative
Solution

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 Review
and
follow up

Present
Implement solution to Prepare Select best
ation management plan of solution
action

1. Problem Identification.

2. Problem Selection.

3. Problem Analysis.

4. Generate Alternative Solution.

5. Select Best Solution.

6. Prepare Plan of action.

7. Present Solution of Management.

8. Implementation.

9. Review and follo- up.

CONSUMER BEHAVIOR
In today’s challenging and competitive world of fast changing
technology, consumer tastes are also characterized by fast
changes. So to survive in the market the firms have to be in touch
with the changing consumer preferences. Marketers have to
understand consumer behavior and factors influencing in the
P a g e | 16
 buying behavior of the customers in order to be successful in this
dynamic and competitive environment.

Meaning of consumer behavior:

Consumer behavior is the behavior that the consumer display

while searching for, evaluating, purchasing and disposing of products
and services that they expect will satisfy their needs. Consumer
behaviors are the study of how consumer makes their decisions to
spend their resources on consumption related items i.e. time, efforts
and money. Study of consumer behavior proves the marketers an
insight regarding the consumer preferences and helps them in
effective market segmentation and targeting. The importance of
consumer behavior lies in the fact that behavior can be understood
and influenced to ensure a positive purchase decision. So around
understanding of consumer behavior is necessary for long run
success of any marketing program. That’s why the marketing
manager’s interest lies exactly in understanding consumer behavior
to ensure that his marketing strategy results in purchase of product.

DETERMINANTS OF CONSUMER BEHAVIOR

The study of consumer behavior is quite complex, because of

many variables involved and their tendency to interest with and
influences each other. The main determinants of consumer
behavior are:

1. External Variables
2. Individual determinants of Consumer Behavior

1. External Variables : The external environment is made up

of various influences such as:
• Culture
• Sub culture
• Social class
• Family
• Reference groups

P a g e | 17
 • Personal factors such as age and life cycle, education,
occupation, life style, personality, etc.
These all are major determinants of consumer behavior.

2. Individual Determinants of Consumer Behavior: The

individual determinants of consumer5 behavior are:
• Personality and Self Concept
• Motivation and involvement
• Learning
• Memory
• Attitude

Marketing Strategies Analysis.

EUREKA FORBES is now looking to strengthen its position

through a slew of new launches. According to Mr. S.k. palekar,
senior vice-president, marketing, Eureka Forbes Ltd, “although
Eureka Forbes is the market leader in both the categories (with a
market share of over 80 percent in both the air purifier and

vacuum cleaner segment), the company’s new products will be

targeted at different segments of people”.

For instance, the new aqua guard nova priced at Rs. 7600 will be
targeted at people who have already had an aqua guard in their
house for more than a year (that is approximately a million
people). The product has electronic features such as an indicator
which will indicate when it is time to get the servicing done. Other
launches on the anvil include a softener model (for area which get
hard water), an arsenice removal model, an iron removal model, a
P a g e | 18
fluoride removing model (for up and Gujarat) and aqua power,
which can run without electricity. A similar strategy is being put in
place for vacuum cleaner as well. However the company will not
be venturing into new product segments. Currently it has products
in water and air purifier, vacuum cleaner and security system
segment. Says Mr. palekar, “we would like to focus on the segment
we are present in an strengthen our position their”.

For the communication strategy, the company is working on an

online model through which it will be able to interact with
customers on the internet.

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 COMPANY PROFILE

The Organization
Company’s Vision
Company’s Mission
Company’s Values
Symbol Of Quality
Euro Smile
Unmatched Certification
Board Of Directors

 Company’s Products

Strategic Direction
Euro Helpline

 Environment

 People

 Eureka Forbes-Relationship

 Eureka Family

 Aqua check

 New avenues

Company’s Dreams

Future Plan

Press center


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 Company analysis
EUREKA FORBES LIMITED—the Organization.
Eureka Forbes is Rs billion multi- product multi- Channel
Corporation which is a part of the Shapoorji-Palings Group which
was set up in 1982, to market health and hygiene products to
Indian consumers. It has evolved as a leader in domestic and
industrial water purification system, vacuum cleaners, air purifiers
and security solution.

Eureka Forbes were the first to introduce domestic Water

Purification System (1984)- the “ Aquaguard” model-as well as it
revolutionized the Indian market by introducing products like
Home Cleaning System (1982), and Air Purification System
(1994). In order to introduce these previously unknown products
too societally in which nationwide commercial campaigns were
impossibility, the company had to pioneer another innovation-
directing sealing. The crops of suit- clad Eureka Forbes salesman
were the first such in the country and were tremendous success.
They are now- Asia’s largest direct selling organization with a 5000
strong direct sales force touching 1.25 million Indian homes and
adding 1,500 customers daily. Such was the success of Eureka
Forbes that “Aquaguard” has now become a synonym for water
purifier in India, like “Xerox” for [photocopying]

“The promise was clear: To create a company that wouldn’t

be about bricks, mortar or sales graphs, but driven by
something for more potent. Something that would stand
the would stand the test of time: relationships”

DIRECT marketing
Eureka Forbes followed the globally “tried and tested direct
selling route for marketing its products in India, thus becoming one
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of the first direct selling companies in India. Vacuum cleaners for
water purifiers were rather new concepts for India consumer, who
had till then followed only the traditional methods of cleaning and
filtering. Therefore, Eureka Forbes had to first establish the
concept of vacuum cleaners and water purifiers in India before it

Could sell ‘Eureka’ is a brand. The company believed that its core
strength was its people. It employed dynamic, highly motivated
individuals, called ‘Euro champs’ who projected. The image of “The
friendly man from Eureka Forbes. Thus, for the average Indian
consumer, Eureka Forbes become synonymous with the smartly
dressed salesman who come to their houses and cleaned up things
in a jiffy or showed how air/water purifier were indispensable. Euro
champs initially targeted the metros but soon began visiting
smaller cities and towns also commenting on the decision to
diversity into bottled water company sources said that it was only
to strong then the core products by capitalizing on their brand
image. Goklaney said “In the water category, I will conduct
activities which strengthen my core products. How I do that and
what I do is a matter of strategy”. According to company sources,
Eureka Forbes not only had the financial strength, but also a
strong network to sales executives to push its new products into
the market. The company’s decision to enter the retail business
was primarily the result of its launch of ‘Tronada’ vacuum cleaners
and ‘Aquaflo’ water purifier in 1995. Eureka Forbes had utilized the
retail route for this range, mainly to cater to the industrial
segment. Over the years, the retail business assumed greater
significance and by 1999, around 5% of the company’s sales came
from the 2500- strong dealer network in1999. Eureka Forbes ltd.
The leading vacuum cleaner and water/air purifier equipment
company announced a major policy change that came as a
surprise to the Indian corporate world. The company, regarded as
the pioneer of direct marketing in India, was planning to focus
more on the retailing business in the future. Commenting on this
decision, & Goklaney, Marketing Director, Eureka Forbes, Said
“Direct sales permits us to exploit only the top end of the market.”
This move was in accordance with the company’s plans to increase
the validity of its products. The company planned to make its
products available in retail outlets through its dealer network,
spread across 2,600 dealers.

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 Eureka Forbes – “Friend for Life”
Customers have always been the Centre of business for ELF;
they strive to be in close and constant touch with having also
taken initiative to educate their customers to change their
perceptions and practices. According to the ELF officials “A sale is
only the beginning of the relationship “, however company makes
specials efforts to let the bonds of friendship endure through there
service. Everyone at EFL strive hard to make a customer there
‘Friend for life’. Eureka Forbes have rechristened there offices to
CRS (Customer Response Centre making them the hub of all
customer centric efforts. A significant part of their revenues comes
from relationship marketing including service contracts, spares
and accessories sales, products up gradation and new references.
As more channels to reach out to customers were introduced,
organization was restructured to harmonize these multiple
avenues of interaction and present a single face to the customer is
every one’s customer under this process of ‘convergence’

• A 5 billion multi-product, multi-channel corporation.

• Operating in over 92 cities, with over 6000 employees.

• Pioneers & leaders in water purification systems, vacuum

cleaners & air purifiers.

• Pioneers in direct selling - Asia's largest direct selling

organization - 5,000 strong direct sales force touches

1.25 million Indian homes, adding 1,500 customers daily.

• Customer family now numbers over 5 million - enduring

relationships as 'Friends for Life'.

• Expanded channels that reach out to customers to include

A 3,800 strong dealer sales network;

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 A 58 distributor strong institutional sales network;

A security systems division;

• A strong service network backs up sales efforts - 3,200

company-trained technicians make 10,000 kitchen visits

daily, supported by call centers, customer care

representatives & mobile service vans.

• The customer has always been at the center of our

business

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  Service at your doorstep
 India’s largest after-sales service network - over 650 Service
Centers
 3,000 trained technicians make 10,000 calls a day

 Single number access - 24 hours in 8 major cities - 3988 33

33
 Only genuine spare parts
 Free routine check-ups and free service camps
 Annual Maintenance Contracts - the largest in the country
 Mobile service vans

A specialized service by Eureka Forbes to provide all the

information about Eureka Forbes products and services at one
single number - available 24 hrs.*365days.
The Euro Help Line provides the following:
Gives complete information about products and services
Locations of Customer Response Centre or Sales offices,
timings, contact persons, etc.
Solutions to simple problems on the spot
A single point solution to customer queries or calls

Information on status of complaints and requirements

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Factories ISO 14000 and 9000 certified

Tested and certified by over 100 laboratories in India, US, UK

and South Africa.

Certifications include those from the highly reputed Bureau of

Indian Standards (BIS), University of Minnesota; University of
Pretoria, South Africa; Water Quality Certificate - USA; WQC -
Thames Water Centre - USA; University of Sunderland - England.

ISI (Indian Standards Institute) certification

IMA (Indian Medical Association endorsement)

Incorporates prestigious International Water Quality

Association (WQA) certified carbon block that removes
pesticides

CE certification for the unmatched safety of products

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 BOARD OF DIRECTORS
• Mr. Shapoor. P. Mistry
• Mr. K.C. Mehra
• Mr. S.L. Goklaney
• Mr. D.E Udwadia
• Mr. J.C Chopra
• Mr. N.D Khurody
• Mr. C.G Shah
• Mr. Ashok Bharat

P a g e | 31
 EUREKA FORBS INSTITUTE OF
ENVIRONMENT
It is a young and unique institute that was started in the year
2000.

To gain quick visibility it was launch through TV. The main agenda
behind starting this institute was to give knowledge about the
various benefits that exceeds cost on the issue related to
“pollution watch”.

As every journey has its destination, the ultimate destination of

eureka Forbes institute of environments to be an institution that
has a life of its own, its own vision, mission and philosophy: its
own set of committed core team workers and donor friends.

By own face and recognition; it means to gain medias and public

credibility by aligning its activities mainly to its cause, distance
itself from commercial work and other related causes and to build
a strong track record of social contribution and activities related to
such cause alignment.

The institute has built a strong mission, which says; to promote

an awareness of the benefits of conserving and maintaining the
quality of our natural water and air resources.

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 Eureka forbs Business Policies
The customer is the sole focus of our business.

 We constantly endeavor towards customer satisfaction by

delivering products and services of the best value and
quality.

 We strive to honors our commitments, implied, to both,

our internal and external customer.

 We stress on integrity, transparency and consistency in all

our dealings.

 We always strive to have a trusting, mutually beneficial and

long-lasting relationship with our business associates.

 We seek to maintain a warm, positive and friendly work.

 We empower people at appropriate level to achieve their

goal.

 We recognize and reward merit and performance.

 We strive to make the organization a responsible

corporate citizen.

P a g e | 33
 PRODUCT CATEGORIES OF EFL
Eureka Forbes Limited has been the pioneer in the field of Water
Purifications Systems, Home Cleaning Systems and Air Purification
systems in India.

Eureka Forbes Ltd. revolutionized the Indian market by introducing

products like Home Cleaning System (1982), Water Purification
System (1984) and Air Purification System (1994).

The following are the basic products of Eureka Forbes Ltd., which
has always promised to provide safe and healthy living.

1. Water Purification System.

2. Air Purification System.

3. Home Cleaning System (Vacuum Cleaners)

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4. Home Security System.

5. Industrial Solutions (Industrial Water Purifiers)

Water Purification System.

 Specialists in 5 water technologies

 Over 20 products available and million units sold

 Addressing 17 diverse water conditions

 World's largest manufacturer of Ultra Violet based water

purification systems

 Over 71 million liters of Aquaguard water is consumed daily.

P a g e | 35
Home Cleaning System (Vacuum Cleaners)

 Dusting, sweeping & swabbing does not get rid of fine dust

 Floats in the air & settles on pillows, mattresses, furniture,

durries & even soft toys

 Dust mites cause allergies like fatigue, runny noses, itches

and even severe asthma

 Ordinary cleaning does not get rid of dust mites - only

powerful, thorough cleaning with a vacuum cleaner can

 Infinitely superior than conventional cleaning methods and

easy-to-use.

P a g e | 36
 Air Purification System.

 Indoor air more polluted than the air outside

 Causes maladies like allergies headaches, nausea, physical

aches Asthma and allergy sufferers worst affected

 Pollutants include cigarette smoke, dust, pollen, fibers, soo

t, airborne fungal & bacterial particles, indoor allergy
stimuli odors

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 HOME SECURITY SOLUTIONS

Eurovigil from Eureka Forbes provides complete safety for

your loved ones & business. Solutions customized for homes,
institutions & corporates, each solution from Eurovigil is tailor-
made for unique requirement.

An array of products - intrusion detection, access control,

surveillance & fire detection, the Eurovigil solutions are state-of-
the-art security solutions providing you total safety.

The strategic tie-ups with world's leading companies in

security solutions like Notifier, Honeywell, Bosch and many
others make the Eurovigil systems the ideal solution for your
homes and business.

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INDUSTRIAL SOLUTION (Industrial Water Purifier)

 Comprehensive cleaning & water purification solutions

 Contract cleaning service that effectively combines our

products and cleaning chemicals

 Numerous prestigious, satisfied customers including some

of the country’s premier corporations.

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 WATER PURIFICATION SYSTEM

Products Features

AG-Compact  Unique E-Boiling +

 2-in-1 compact cartridges.

 EMS.

 Decalcifier.
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  Auto Shut off.

 Voltage Stabilizer.

 EMS.

 Decalcifier.

 Auto-shut off.

 Voltage Stabilizer.

AG-Classic

 MCS.
 IQA & EMS.
 Auto Shut-off.
 Smart flow.
 Melodious Tunes.
 Auto Flush.
 Decalcifier.
 Convenient Water Tray.
 Dual Fitting Options
 Unique E-Boiling +

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  No Electricity required.

 Advanced Ultrafication System.

 Ideal for TDS levels; up to

500mg/ltr.

 Works with loft tank.

 High storage capacity.

AG-Ultra

 The unique Reverse Osmosis

Purification.
 6-stage purification.
 8-liter capacity.
 Reduce hardness, TDS, Heavy
Metal Contaminants.
 Automatic storage tank level
controller.
 Pressure regulating valve.
 Auto Pump Shut-off.

AG-Reviva

 Special in-built pressure pump

 Unique E-Boiling +
 EMS
 Decalcifier.
 Auto Shut-off.
 Voltage Stabilizer.

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  Elegant on-line water filter-
cum-purifier.
 Can be placed conveniently on
the counter or mounted on the
wall.
 3 stage purification system.
 Special dual filter cartridge
which removes suspended
impurities, odors, bacteria and
viruses.
 World proven UV technology
destroys pathogenic bacteria
and viruses.

VACUUM CLEANING SYSTEM

Products Features

P a g e | 43
 • Turbo Nozzle with 1300W
of Deep Cleaning+.
• Eliminates microscopic
dust mites.
• Designed according to
international standards.
• Rotary Vario Power, to
clean delicate electronic
gadgets.
• Dust Bag "full" indicator.
• An on-board storage space
to store accessories.
• Controls on the handle
make cleaning more
easily.
Futuro

• Mite Buster:
100% protection against
dreaded dust mites
• Mite Guard:
Superior 5 stage air
filtration process
• The widest array of
accessories for all
cleaning needs
• Storing the Euro clean lot
more easier - automatic
cord winder
• Save on electricity -
Variable power option
• Durable - Mild steel body
with a scratch resistant
EuroClean Ace covering
• Backed by nation - wide
service
• Two-year warranty.

• Compact
• Powerful and efficient
suction - 1200 watt motor
power
• 4-stage filtration
• Unique in-built accessory
tray facility
• Dust bag 'full' indicator
• Automatic cord winder
• Large wheels for easy
T-Compacta movement balance
• Sturdy handle for
comfortable grip

P a g e | 44
 • Powerful suction - 2000
mm water column

• Auto cord winder

• Dust bag full indicator

• Unique 3-in-1 Home

wash system

• Washes

• Vacuums

• Steam Sanitizes
Ultima

• Keep allergies at bay

• Thorough cleaning

P a g e | 45
 • Thorough wet & dry
cleaning
• Mite Extractor: 1000 watts
of deep cleaning
• Mite Guard: Superior air
filtration process
• Range of accessories for
superior wet & dry
cleaning
• Storing the Euro clean lot
more easier - automatic
cord winder
• Save on electricity - 2
power option
• International styling -
light weight and sturdy
ABS plastic body
WD • Backed by nation - wide
service
• One year warranty

• Mite Extractor: 1300 watts of

deep
Cleaning

• Mite Watch: lets you

know when the dust bag is
full
• Mite Buster: 100%
protection against
dreaded dust mites
• Mite Guard: Superior
5 stage air filtration
process
• The widest array of
accessories for all
cleaning needs
• Storing the
Bullet Euroclean lot more easier
- automatic cord winder
• Save on electricity-
Variable power option

P a g e | 46
AIR PURIFICATION SYSTEM
Products Features
• Two optional filters to suit
Users’ choice.

• Electrostatic filter.

• Three fan speeds.

• 4 stage purification system.

Euroair

Smart Sensors (SS) gauge the

Level and kind of pollution in your room
before purifying it.

• UV Lamp that effectively kills

Bacteria and germs present in

the air.

• International looks.
• A micro controller–based
logic circuit that controls its
operation.
• Higher air flow and more
stages of filtration for faster
and better cleaning rate.
• Bigger filter area, hence
longer filter life.
• Rugged induction motor.
Genius • Both tabletop and wall-
mountable.

P a g e | 47
 Products Features

• 5-stage online water purification

• Round-the-clock safe drinking water
• Bubble-top attachment option
• Cold water
• Hot water
• Normal water
Pureguard

• Retains natural quality of water

• Effective 3-stage purification process
• International technology
• Special power-saving feature
• High volume. Low cost
• Built-in voltage stabilizer
• Built-in safety mechanism
• User-friendly features
• Sleek design and tough body
• Water control sensor
• Unique flow of water
• Efficient after sales service at your
Commercial doorstep

• Naturally wholesome water.

• Advanced 3-stage purification process.
• Last point purification.
• International Technology.
• Aquaguard's 2 money-saving features.
• Instant cooling.
• Choice of room temperature water.
• Built-in safety features.
• In-built voltage stabilizer.
• Sleek design and tough body.
• Efficient after sales service at your
doorstep
Cooler-Purifier
• Aquaguard's international acclaimed
product

INDUSTRIAL WATER PURIFICATION

SYSTEM

P a g e | 48
HOME SECURITY SOLUTION

P a g e | 49
 Intrusion Alarm System & Different
Detectors

PRODUCT F E A T U R E S

• Water resistant, high security, high

durability
and low identification error rate.
• Can be mounted directly on metal
Without affecting its reading Performance

• SYRIS proximity reader is able to Interface

with all existing access Systems by Wiegand
formats, RS485 formats etc.
SPR

• Max 6000 card holders

• Control up to 4 doors
with in/out reader
• Small and compact in size
• SMD technology
• Standalone system with
group anti pass back
• Multiple group anti-pass
back function with PC
• Programmable for
SY200NT2
different access level within

• Standard size Proximity Reader.

• Operates indoors or outdoors.
• Beige color

SH-4 PR

P a g e | 50
*Save your kitchen, warehouse, hotel rooms, and valuable
properties from gas leak, short circuit, fire and excessive heat.
*Responses within seconds. LPG Leak Detector /Smoke
Detector/Fire Detector /Glass Break
Detector / Magnetic DOOR Contact / Motion Detector Etc.
*Facility of Central Monitoring System (CMS) exclusively provides
by Eureka Forbes in India. It monitors 24X7 and informs police, fire
brigade, and ambulance if needed. If you are out of station, it
keeps your property safe.
*Totally wireless. * Control Panel / detectors /Hooters …..

Closed Circuit Camera and TV

 Through this technically advanced system you can monitor,

supervise, control and secure all of your hotels and other
organizations 24X7.

P a g e | 51
  With the help of Global Static Internet Protocol (GPIS) system,
you can monitor each and every moment of all the hotels and
other organizations at a time from a single place.

 This system is fully vandal proof and can perform in very low
light or no-light situation.

 Inbuilt hard disk (up to 2000GB) keeps record of day to day

activities.

Security Access Control System

*Protect trespassing. Finger Print Reader

*Keep daily attendance. *Fully automatic.
*Makes work culture faster and advanced.
This system consists of: 1.Electromagnetic Lock: 2.
Door controller:
P a g e | 52
3.Access Management System: 4. Access Management
Software: 5. Access Card:

Video Door Phone (b/w & color)

 You can see and talk to the visitor without opening the door.

 Just press a button and unlock the door without moving from
your couch.

 Emergency security alarm.

Strategic Direction

Eureka Forbes Ltd.-the Strategic Direction

P a g e | 53
  One stop shop for health and home care products.

 Becoming a preferred partner for the best in the world Euro

champs.

 Build on our core competency of direct sales.

 Flanking strategy on retail shelf.

 Leverage on customer database.

 Total cleaning approach for industrial and institutional

customer.

Environment

The intention of the institute is not to play role of an activist; but to

concentrate on two of the most important environmental factors
namely “Water and Air“, to leverage the expertise of its parent
company, i.e., Eureka Forbes Ltd. For doing social good towards
society, to have noncommercial interaction with leading social
bodies in achieving its goal and put maximum efforts in conserving
the root of my living existence, i.e., Water and Air.

Milestones

P a g e | 54
In a short span of its inception, Eureka Forbes Institute of
Environment (EFIF) has achieved some major milestones, like…

(A) Tie up with NDTV

EFIE generates and supplies data to NDTV for an on screen plug

which is then produced into “Report” by NDTV and supplied to
Star News for a fee, who in turn telecasts the same “Report” to
the cable owners for a change.

The result of this consequent with NDTV has been…

 That there was a debate in Delhi on CNG application

resulting.

 In to formation of new rules.

 Various school children have taken an oath to not buy or

burn firecrackers.

 There has also been a good amount of change in the

attitude of the Government Pollution Boards, which was
earlier skeptical, but now, has become more lenient and
cooperative.

(B) Pollution watch Tests have been carried out in various cities

Across India such as…..

Delhi, Kolkata, Mumbai, Chennai, Bangalore, Ahmedabad,

Hyderabad, Guwahati, Lucknow, Chandigarh.

Eureka Forbes Institute of

Environment

P a g e | 55
It is a young and unique institute that was started in the year
2000. To gain quick visibility, it was launched through television.
The main agenda behind starting this institute was to give
knowledge about the various benefits that exceed cost on the
issues related to “pollution Watch”.

As every journey has its destination, the ultimate destination of

Eureka Forbes Institute of Environment is to be an institution that
has a life of its own, its own vision, mission and philosophy; its
manpower, space, infrastructure and resources; its own
responsibility, reputation and credibility based on track record; its
own set of committed core team workers and donor friends.

By own face and recognition, it means to gain media and public

credibility by aligning its activists, mainly to its cause, distance
itself from commercial work and other related causes, and to build
a strong track record of social contribution and the activities
related to such cause alignment.

The Institute has built a strong mission, which

says: -
To promote an AWARENESS of the benefits of conserving and
managing the quality of our natural water and air resources. To do
so by collecting and disseminating information/materials through
our own resources or those of our like-minded allies who could be
individuals, corporate, NGO’s, government of civic bodies.

To become an instrument of influencing Indian society and

its constituents to act in a manner that reflects that these
resources are not to legacy of our fore fathers that we can
take for granted, but a loan we have taken from our
grandchildren, to be repaid with interest.

To believe that the unpolluted water and air is the

birth right of every Indian citizen.

People

1. Eureka Forbes people are the perfect example of a dynamic,

highly motivated individual.
P a g e | 56
2. At the entry level, people with a fire in their belly come and join
the company.

3. At the forefront of the employee, complement is their salesman

who they call “Euro Champs”, which is known to our customers
as the friendly man from Eureka Forbes. They bring to Indian
families, everywhere, innovative hygiene and convenient
products backed by excellent service and building lasting
relationship with its customers.

4. In Eureka Forbes, they believe in promoting internal talent,

grooming people from becoming successful sales personnel to
become a successful leader.

5. They understand the importance of this asset and great stress is

laid on HRD and training.

6. They satisfy the lifestyle expectation of evolving Indian homes

through innovative and value of money products have been the
hallmark of Eureka Forbes Limited, and the sales divisions are
committed to this mission.

7. Eureka Forbes is a fine example of a strong organization built by

its people.

8. Eureka Forbes strongly believes in the old Chinese proverb.

Eureka Forbes Limited-Relationship

P a g e | 57
Relationship begins with listening to the customers and addressing
their priorities and inhibitions. It has 140 customer response
centers across 98 cities ensure that customers are never left out in
the cold.

A 4000 strong dealer network distributing the Forbes range of

water purification system and home cleaning system.

1. An industrial sales division which distributes the nilfisk range

of cleaning equipments.

2. It has got 4 manufacturing facilities at Hyderabad, Bhimtal,

Meghalaya and Bommasandra with ISO 9002 certification.

3. A network of water testing laboratories across the country.

4. A government recognized R 7 D center at Bommasandra,

alliances with global leaders.

5. Certification from prestigious independent water laboratories

in India and abroad for our range of WPS. Plus, a growing
exports market.

6. Market leaders in Aqua guard WPS. Euro clean home cleaning

system EAPS and Euro vigil electronic security solution.

Eureka Family

P a g e | 58
 5700 Euro Champs make 40 calls a day (2.3 lakh contacts).

 32000 Euro Smile champs make 10000kitchens visit a day for

product services.

 Over 450 franchised direct operators covering small towns

over 1200 sales people.

 3800 strong dealer network.

 Over 220 distributors for industrial and commercial segment.

 Existing 5 million friends for life. (Customer database.)

P a g e | 59
• Forbes Newell range of wellness products.
• To strengthen our relationships with existing customers by
providing them with a new means to improve their quality of
life.
• First category offered - cooking appliances.
• Tapping the potential of women - a whole new sales force.
• Forbes Aqua sure, an exciting new range of economical water
purification products.
• To penetrate the low end of the market, especially areas
where there is no power and water
• To pre-empt competitive entry.
• Eureka range of Eco-friendly cleaning solutions.

CAREER

P a g e | 60
• Recruit young, dynamic, ambitious people; encourage
them to harness their potential.

• Each one aptly christened Euro champ.

• Nursery of Direct Selling; the single largest institution of its

kind in the world.

• Professionalized direct selling and raised it to a fruitful career.

• Over 20,000 people and 500 business leaders started out as

Euro champs.

• Numerous success stories of Euro champs rising to top

management positions.

• It believes in the philosophy of encouraging growth from

within; it also facilitates cross functional movement in the
organization to further career prospects.

• It consistently featured in the “Best Employer”, surveyed

by premier business publications.

Dreams

P a g e | 61
Future Plan

P a g e | 62
• Eureka Forbes Ltd. should be taken in the market abroad both
for household and industrial cleaning equipment.

• They will be ready with faster customer response through

electronic contacts. By making a transition from distributors
to marketers of industrial cleaning equipment.

• Emerging as a preferred employee for youth. Establishing

Eureka Forbes as a water purifying Specialist Company.

• Becoming a gateway to multi-national company looking to set

up base in India.

• Introducing innovations and being perceived as the best

service providers in the country; and having our ability to
respond to the ever-changing demand of the customers.

The Target
P a g e | 63
 Becoming an Rs.10 billion company in the next 5 years.

 Double customer based in the next 5 years.

 Customer will know the euro champs by name.

 Our people will grow and share higher responsibility.

 Our people will live comfortably and make a responsible

amount of money that satisfies there at home.

PRESS CENTER

P a g e | 64
 . Most Trusted Brand Award: Platinum Category
for your very own Superbrand: Aquaguard!!!!!

 "Aquaguard Water Purifier and Euroclean

Vacuum Cleaner once again awarded the Mera
Brand"

 Celebrate summer the healthy way as Aquaguard

RO Health Yatra comes to town!

 Cambridge School from Noida city is Winner of

the 4th Euro Enviro Quiz 2006, the largest ever
National school quiz on Environment !

 Eureka Forbes Runs for A Cause - Save Water

and Harvest it!

 Recruiting and Staffing Best in Class Awards

2005

 Protecting the Environment - Let us learn it from

Children!!!

 Eureka Forbes Limited awarded for Customer

Responsiveness

 Eureka Forbes Limited wins Asian MAKE Award

 Eureka Forbes is now a Case Study In Harvard

Business School - Boston (USA), November 11,
2005

P a g e | 65
Eureka Forbes is now a Case Study in
Harvard Business School

Boston (USA) November 11, 2005 Eureka Forbes Limited, the

pioneer of Direct Sales in India, entered the hallowed portals of
Harvard Business School by joining the band of select
companies which have become a case study in its MBA
classrooms. Today, 900
students at this globally
recognized Centre of
business education, began
studying a case based on
Eureka Forbes, titled
"Managing The Sales
Effort" written by Professor
Das Narayandas of this
school; assisted by Senior
Researcher Kerry Hermann
from the Global Research Group. Mr. Suresh Goklaney,
Managing Director of Eureka Forbes, himself an alumnus, was in
Boston today on invitation from the Harvard Business School
and said "The 5500 salespersons working for Eureka Forbes -
whom we fondly call Euro Champs - will be delighted that the
unique and young company which they have created over the
last 24 years has been found worthy by Harvard Business School
to write a case study on". Eureka Forbes, about to go into its
Silver Jubilee year, has notched up an impressive turnover of
Rs. 6.1 Billion (Rs. 610 Crores) selling premium life style
products like water purifiers and vacuum cleaners which bring
better health to the families of their customers. In the growing
sunrise markets of water purification and vacuum cleaning,
Eureka Forbes enjoys market shares upwards of 70% through its
brands Aqua Guard and Euro Clean respectively. In the year
2004, Aqua Guard was chosen as a "Super brand" by a panel
of eminent persons in the Indian industry. To achieve this
success, it followed a marketing system very different from
those adopted by most consumer product companies. It did not
set up a dealer network to sell its products but it set up a
"Direct Sales" system instead. The Harvard Business School
P a g e | 66
case takes a look at this unique business model which creates
value for the customers - not through pricing and discounting
and offers as dealer network marketers do - but through a very
different contact system, a different contact site, and a different
company culture. Mr. Suresh Goklaney explained the
uniqueness of the system as follows "Relationship Marketing
may have become a buzzword now but we at Eureka Forbes
started it 24 years ago. Our process of acquiring customers is
not by luring them into the stores through discounts and offers
but by contacting them in the comfort of their homes where it is
possible for us to find them unhurried, where we can understand
them and their circumstances and then suggest

appropriate solutions for their health and hygiene and safety

needs. We then demonstrate how these solutions perform in
their home conditions, answer every question they may have
and we deliver these solutions right at their doorstep. Even the
after sales service is provided at their doorstep. This is the
difference between them and us".

Apart from achieving sales and profits, according to Mr. Suresh

Goklaney, what may have impressed Harvard Business School,
is "Over the last 24 years we have created a huge intangible
asset of over 4 million customers who have welcomed us into
their houses to see our demonstrations, to buy our products and
then to get them serviced. They have seen us inside their
homes! That is quite an exceptional example of relationship
marketing, it is for reason that our slogan is 'Your friend for
life'". The case study focuses on the innovative practices
Eureka Forbes has employed in translating this philosophy of
becoming friend for life, into actual operational practices. In
particular the case explores whether sales force should be
motivated by setting goals for the results of the sales efforts or
for the efforts themselves. It
explores how a superstructure of
direct sales field force was built
employing 5500 Euro Champs
(salespersons fondly called so) who
operate out of 150 offices of the
company in about 100 cities; and the
systems created for recruiting,
P a g e | 67
inducting, training, motivating, compensating and leading them.
In the year 2004, Eureka Forbes was recognized as the "16th
Best Employer" of India in the Hewitt Survey. The vision of the
company is "To create a happy, healthy and pollution free world
based on long lasting customer relationships" and is realized not
only through the sales force but also through a structure of 900
service locations. "For 80% of our customers, we have a service
Centre within 5 km radius". That is a tough act indeed for any
competitor to duplicate. The efforts of the company in giving
franchised service were recognized in 2005 through the "Best
Franchisor" award it received. Mr. Suresh Goklaney said "We
attribute our success to our unique culture and people
orientation. The four pillars of our employee orientation are
"Earning, Learning, Pride and Fun". We believe in
developing business through developing people. We have an in-
house "Academy of Learning" and also have tie-ups with
business schools which help train our talent. To create a
"Learning Organization" we created Knowledge Management
function within the company just 4 years ago and feel amply
rewarded by the journey because recently, at Seoul in Korea, we
were given a MAKE (Most Admired Knowledge Enterprise)
award for Asia"

P a g e | 68
 Our Key
Customers

P a g e | 69
 Honeywell Our Partner

About Honeywell
Honeywell International is a $30 billion diversified technology and
manufacturing leader, serving customers worldwide with aerospace
products and services; control technologies for buildings, homes
and industry; automotive products; turbochargers and specialty
materials. Based in Morris Township, N.J., Honeywell's shares are
traded on the New York, London, Chicago and Pacific Stock
Exchanges. It is one of the 30 stocks that make up the Dow Jones
Industrial Average and is also a component of the Standard & Poor's
500 Index.
About Honeywell Security
Honeywell Security, a business unit of Honeywell International is an
international supplier and distributor of electronic security systems
and solutions. Our products monitor and protect millions of homes,
business and government facilities across the globe.

P a g e | 70
Honeywell Security's partner choice program

At Honeywell, Security holds a very special place in our portfolio. It

is core to our mission of protecting communities and making the
world safer. In fact, during the past two years, about 25% of what
Honeywell has invested in strategic acquisitions has been used to
enhance our security business. Honeywell Security wants to be
every customer's Partner of Choice in the security business. Each
employee walks into the shoes of every customer to deliver more
value for their business.

Reasons why any customer would like to make Honeywell

Security their Partner of Choice is because

• We are committed to our independent dealers and integrators

We have always believed that the independent dealers and
integrators channel is the best way to sell our products. It's in our
DNA. We invest in vertical marketing, design support tools, on-site
training, security knowledge forums and many growth initiatives.
Our success is only possible with the success of our independent
dealers and integrators.

• We deliver the newest innovations, technologies & products

We are investing over $40 million a year in research &
development to bring you new and innovative security products.
We leverage the best technologies globally at our 'Centers of
Excellence' in USA, China, India, Korea, UK and France. These
teams bring you knew residential security products like LYNXR-EN
wireless systems, Optiflex sensors, Alarmnet-I technology for
monitoring premises over the internet and a complete cutting-
edge range of Home Automation Systems. Among innovations for
commercial applications, in Video Systems recent developments
include Integrated Digital Video Manager (DVM), Enterprise
Network Video Recorder (NVR), Rapid Eye, PARASCAN 360
cameras, heat and dust proof cameras, and integrated explosion
proof housing & pan tilt units. In Access control & integrated
systems, the newest innovations include ProWatch enterprise
access control and integrated security platform, WinPak Pro
P a g e | 71
Central Station Monitoring, LobbyWorks visitor management
system and Vindicator Systems for integrating video, access &
perimeter intrusion detection on a single platform.

• We provide support, training and best people

At the heart of our business are our people. From our
sales people, tech support group and all our employees -
we are a team with decades of experience in security that
understands the industry and your business. We know that
users of security products and our independent dealers
and integrators need quick and expert response. That's
why we invest in support infrastructure, training and best
people to help our partners stay ahead.

• We bring you the power of Honeywell

Partnering with Honeywell means benefiting from the power of the
global $30 billion Fortune 50 Company with 1,20,000 employees
and presence in businesses ranging from Automation & Control
Solutions, Aerospace, Transportation Systems and Specialty
Materials. We have the commitment, the technology and the
resources to help you grow. Honeywell Brand stands for quality.
Honeywell Logo, wherever it appears on thermostats in buildings,
on process control systems in refineries and factories, on
aerospace and defense systems, it stands for quality. That's
because at Honeywell, we strive for operational excellence in
everything we do. We are Six Sigma trained and focus on quality.
Honeywell is now a business Superbrand in India. With more than
7,000 employees and four big locations in Pune, Bangalore,
Gurgaon and Chennai we provide you the power of Honeywell at
your doorstep.

P a g e | 72
 BOSCH Our Partner

The Bosch Group is a leading global manufacturer of automotive

and industrial technology, consumer goods and building technology. In
fiscal 2005, some 251,000 associates generated sales of 41.5 billion
euros. Set up in Stuttgart in 1886 by Robert Bosch (1861 - 1942) as
"Workshop for Precision Mechanics and Electrical Engineering," the
Bosch Group today comprises a manufacturing, sales and after-sales
services network of more than 280 subsidiaries and more than 12,000
Bosch service centers in over 140 countries.

The special ownership structure of the Bosch Group guarantees its

financial independence and entrepreneurial freedom. It makes it
possible for the company to undertake significant up-front
investments in the safeguarding of its future, as well as to do
justice to its social responsibility in a manner reflective of the spirit
and will of its founder. A total of 92% of the share capital of Robert
Bosch GmbH is held by the charitable foundation Robert Bosch
Stiftung. The entrepreneurial ownership functions are carried out
by Robert Bosch Industrietreuhand KG.

P a g e | 73
 SURVEY REPORT ON SAMPLE SIZE OF 50
PEOPLE

1. Have you heard about Eureka Forbes brands before purchasing it?

 Yes 60%

 No 40%

Who recommended our product?

a. Family friend 65%

b. Employee of EFL 30%

P a g e | 74
On the price of your water purifier?

• Affordable

• High

• Should be Revised

P a g e | 75
Are you satisfied with Eureka Forbes brands and products?

a. Yes

b. No

c. others

P a g e | 76
3. How do you know about our brand/product?
a. TV. Ad

b. Print Media

c. Internet

d. People/friends

P a g e | 77
While buying any water purifier what comes to in your mind?

o Price

o Health & Safety

o Both

P a g e | 78
P a g e | 79
 EUREKA FORBES PRODUCT SURVEY
QUESTIONARE

G.N.B. Road, Above Jungle Travels, Silpakuri, Guwahati - 781003

E-mail: sudipc@eurekaforbes.co.in Web: www.eurekaforbes.com

QUESTIONNAIRE FOR PROSPECTIVE CUSTOMER

1. Do you any EFL product?( If yes, Which product)

Ans:

2. Have you heard about Eureka Forbes brands?

Ans:

3. How do you know about our brand/product?

a. TV. Ad ( )

b. Print Media ( )

c. Internet

c. People/friends ( )

d. others _____________ ( )

4. How will you rate product Compared other products of other

companies (Philips, kent, pure it, Aqua sure, Uniliver)?

a. Much better ( )

b. Better ( )

c. Same ( )

d. Worst ( )

5. Who recommended the product?

a. Family friend ( )

b. Employee of EFL ( )

P a g e | 80
6. How satisfied are you with customer service received?

a. Very Satisfied ( )

b. Satisfied ( )

c. Neutral ( )
d. Dis satisfied ( )

e. Very dissatisfied. ( )

7. While buying any water purifier what comes to in your mind?

o Price

o Health & Safety

o Both

8. Your opinion about on the price of your water purifier?

• Affordable

• High

• Should be Revised

9. Are you satisfied with Eureka Forbes brands and products?

a. Yes ( )

b. No ( )

c. others_________________________________________

10. Do you face inconvenience while using this product? If yes,

then please suggest what measures do you think it will help us to
improve?

P a g e | 81
 Personal Profile
Name:

Address:

Phone No.: M- R-

O-

Signature of Respondent-----------------------------------------------------

Debi Prasad Nayak

NAGALAND UNIVERSITY

P a g e | 82
 FINDING & RECOMMENDATION FROM
THE PROJECT

As per the survey done following were the findings and

recommendations of the survey:

 Price structure should be revised

 Customer service is something which company should

pay more attention at.

 All models not available for display in retail outlets and

also brochures should be made available.

 Sales person at the retails counters should have proper

knowledge about the product.

 Should focus more on brand awareness.

 Technological & other aspects should be re consider and

re- christened.

P a g e | 83
  To know about the buying behavior of customer
regarding purchase of water purifier

LIMITATION OF THE STUDY

Every research is conducted under some constraints and this
research is not an exception. Limitations of the study are as
follows:

 The study is limited to the areas of Dimapur.

 The sample size of only 50 was taken from a large

population for the purpose of study, so they can be difference
results of the sample from total population.

 Non availability of adequate data also limited the scope of

the study to some extent.

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  As the data was collected through the questionnaire, I faced
the limitation that respondents were unwilling to provide
information.

 Consumer was reluctant to go into details because of their

busy schedules.

 Due to continuous change in environment, what is relevant

today may be irrelevant tomorrow.

BIBLOGRAPHY

WEBSITES

www.eurekaforbes.com

www.customercomplaint.in

www.golakindia.com

www.icmrindia.org

www.compareindia.com

www.pureit.in

www.igoogle.com

www.bing.com

www.yahoo.com

www.answers.com

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 Books

1. Coney, Hawkins best, “Consumer behavior”, 8th Edition , 1-14,

393-418.
2. Kotler Philip, “Marketing Management”, Millennium Edition,
176-182, 202-204,
3. Zikmund ,William g, “Business Research Methods”, 5th edition,
6-7, 54-55, 292-298.
4. Loudon&DellaBitta, “Consumer Behavior”, 1003 Edition, 432-
433.
5. Schiffman,Leon G. &Kanuk, Lesie Laser, “Consumer Behavior”
6th Edition, 234-238.
6. “Marketing Research” by G.C Beri.
7. Thesis on water purifier.

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