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Yamaha Customer Satisfaction Project

This project assesses customer satisfaction at a Yamaha showroom, focusing on service quality and product reliability. It identifies high satisfaction levels in product quality (90%) and staff behavior (85%), but highlights issues such as delays in servicing and limited spare part availability. Recommendations include implementing CRM tools, staff training, and improving after-sales service to enhance overall customer experience.

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24 views4 pages

Yamaha Customer Satisfaction Project

This project assesses customer satisfaction at a Yamaha showroom, focusing on service quality and product reliability. It identifies high satisfaction levels in product quality (90%) and staff behavior (85%), but highlights issues such as delays in servicing and limited spare part availability. Recommendations include implementing CRM tools, staff training, and improving after-sales service to enhance overall customer experience.

Uploaded by

mamthakanchipuram
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer Satisfaction Project Yamaha Showroom

Title

A Study on Customer Satisfaction at Yamaha Showroom

Introduction

Customer satisfaction is a key performance indicator for any business, especially in the automobile

sector where service quality and product reliability directly impact brand loyalty. This project aims to

assess the satisfaction levels of customers at a Yamaha showroom and identify areas for

improvement.

Objectives

- To measure the satisfaction level of customers regarding Yamaha bikes and services.

- To understand customer expectations and preferences.

- To evaluate the service quality of the Yamaha showroom.

- To suggest improvements based on customer feedback.

Scope of the Study

The study is limited to a single Yamaha showroom (specify location if needed). It focuses on

customers who purchased bikes or used after-sales service, within a timeframe of 23 weeks of data

collection.

Research Methodology
- Type of Research: Descriptive

- Data Collection Method:

- Primary: Questionnaire/survey

- Secondary: Company records, websites, brochures

- Sample Size: 50100 customers

- Sampling Technique: Random sampling

Sample Questionnaire Topics

1. Which Yamaha bike do you own?

2. How would you rate your overall experience?

3. Are you satisfied with the showroom staff behavior?

4. How was the delivery process and time?

5. Are you satisfied with after-sales services?

6. Would you recommend Yamaha to others?

Data Analysis (Sample Results)

Parameter | % Satisfied

------------------------|--------------

Product Quality | 90%

Staff Behavior | 85%

Delivery Experience | 80%

After-Sales Service | 75%

Overall Satisfaction | 88%

- Major Issues Identified:


- Delays in servicing

- Limited spare part availability

- Poor follow-up after delivery

Findings

- Most customers are happy with product quality and showroom environment.

- Timeliness in service and communication needs improvement.

- A loyalty/reward program could increase customer retention.

Suggestions

- Implement customer relationship management (CRM) tools.

- Train staff for better communication and issue resolution.

- Maintain stock of spare parts and improve service speed.

- Regular feedback collection post-sale.

Conclusion

Customer satisfaction at the Yamaha showroom is generally high, but there's room for improvement,

especially in after-sales service and customer communication. Addressing these concerns can lead

to better brand image and increased sales.

Annexure

- Survey Questionnaire

- Customer Feedback Forms


- Charts/Graphs from the analysis

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