SURVEY REPORT: DONE AT PANTALOONS STORE,

HYDERABAD

customer visiting pantaloons

17% 16%

10% WEEK
17% MONTH WEDNESDAYS
During Big Offers
Never

40%

Customers being part of pantaloons Loyalty

scheme

8%
12%
36%
T24 SIM
PAYBACK CARD PROFIT CLUB CARD
None

44%
 Reason for Shopping at pantaloons

4%
16% 28%
Single Window Shopping
12% Different Brands at one place Loyalty schemes
Discounts and Offers
None

40%

Needs of Consumer while Shopping

4%
24%
Quality & Quantity
After Sales & Service Discounts & Offers Convenience
Hardly Matters
60%
12%

0%
 Areas of Loyalty scheme

12% 4% 20% Frequently use in every store

which is associated
Uses only at Big Bazaar

Was using but now I don't

64%
I don't have Cards
 USAGE OF LOYALTY CARDS

Having Loyalty cards but not using

20%

Using
Not Using

80%

Was using but now don't

24%

Using Not Using

76%
 Savings at pantaloons through Loyalty
vouchers & cards

44% Yes

56% No

Buying of product if extra point offered

28%

Yes No

72%
Spending less money at store in absence of Loyalty cards

40%
Yes
No
60%
FEEDBACK FOR LOYALTY SCHEMES

No change for the sake of Loyalty Scheme

8%

44%

Agree
48% May be
Disagree

Unknown about the Loyalty schemes of pantaloons

24%

52% Agree
May be Disagree
24%
 Substantial savings on bills due to the
Discount vouchers offered by pantaloons

28%
Agree
52% May be Disagree

20%

Shopping at any stores wherever better

discounts offered

16%

24% Agree
60% May be Disagree
 FEEDBACK FOR T24 SIM

Doing Recharge if I offered free TalkTime on

Shopping Bills

40% 36%

Agree
May be Disagree

24%

Satisfied with T24 Mobile Service & Network

40%
44%

Agree
May be Disagree

16%
Keeps me udpate for offers and discounts at
pantaloons and help me to remain loyal
through Free text message alert

36%
44%
Agree
May be Disagree

20%
 FINDINGS
The customers are not much aware of the loyalty schemes of Pantaloons or
some other stores. They shop for 10,000/- or above but they don’t want to
make their profit club cards, some of the excuses we got form them are as
follows:-

1. We are not a regular customer.

2. This is a temporary shopping for me; I don’t belong to this city.
3. Sorry dear I am already late while shopping, so doesn’t have that
much of timing to make these things.
4. Sorry dear this time I have done the shopping. So, definitely next time
I will make the card for my own benefits.
5. I don’t want to invest my money for 12months.
6. This is just a scheme to attract the customer, not worth of it.
7. Dear I don’t need of these loyalty schemes I doesn’t come for shopping.
8. Sorry I have lot many other loyalty cards if these are valid here then it’s
okay otherwise leave it don’t want to store many shopping cards.
9. These are the things to fool the customers; I am earning lots of money
so I don’t need it.
10.Dear I don’t have that much money so I can’t be able to purchase these
cards. If this can be redeemed in this shopping I may think of these cards
otherwise I can’t hold it for 12 months.
 SUGGESTIONS

1. Stocks are out which they want at store, so the stock should be
well maintained.
2. The categories in Apparels are limited, wants something new
according to the new fashion.
3. Exchange offers which Pantaloons offers to the customer is not worth of
it.
4. The points are not valuable according to the shopping amount in
the payback card scheme.
5. Not satisfied with the offers because they are getting the same product
at same or less price outside on traditional retailing center.
6. Jamshedpur citizens complain about the inconvenience they face due
to the distance of store from the city.
7. The quality and taste of food is not good, it needs
improvement.
8. Fully satisfied with the T24 network outside India too they are having
the service but needs some improvement in Jamshedpur area.
 CONCLUSION

The retail industry in India is likely to grow 15-20% every year but then also
the India fallen down 6 rank downwards in the world ranking (Source by
GRDI) just not only because of the different govt. policies which needs some
amendments but also because the Retailers are not able to understand their
customer and failed to make a strong bond between them. The Pantaloons is the
top most retail industry in India with 251 stores in 101 cities Including
hyderabad recently opened in December 2014. The customers are interested to
do shopping at one place where they get all the products from pin to fin under
one roof so they rush to the Pantaloons. In this manner they once come in the
store then they must come again and become our regular customer, for this the
loyalty programs are offered to them. Some customers are not aware of these
loyalty programs but then also they visit the store frequently and do their
shopping which is strange to hear. Its time to understand the customers want
and to increase the sales and retention of consumer.
 References :
1. www.wikipedia.com/bigbazaar
2. Levitt,1986; Gronroos, 1994; Morgan,1994;
Gummesson,1994; Bejou et al,1998
3. 4. Retail management book, Gibson G. Vedamani
5. www.financialservice.com , www.moneycontrol.com
6. www.scholargoogle.com ,
7. www.pantaloons.com
8. www.bigbazaar.com
9. www.wikipedia.com/bigbazaar