To demonstrate the attributes essential for the satisfaction of the customers and their degree of satisfaction from the existing services provided to them in addition to scopes of improvement.

1. A STUDY ON CUSTOMER SATISFACTION AND CUSTOMER
SERVICE AT PANTALOONS
A Summer Internship Report
Submitted to
INTERNATIONAL MANAGEMENT INSTITUTE
BHUBANESWAR
REPORT SUBMITTED IN PARTIAL FULFILLMENT OF REQUIREMENT FOR
PGDM 2016-18
SUBMITTED BY- ANIKET MISHRA
ROLL NO---16PGDM-BHU008

2. ACKNOWLEDGEMENT
I would like to express my gratitude for the help given to me in creating this project report. For their patience,
and their guidance I wish to thank all those who contributed to my report by filling up questionnaires and providing
me with required information. I chose Pantaloons Fresh Fashion, saheed nagar, Bhubaneswar for my project
work and the customers of that store helped me and provided me with all the viable information. Mostly my
thanks to Mr. Saraswat swain, Store Manager at Pantaloons, Ms. Sonika pradhan, CSD manager at Pantaloons,
Ms. Alisa Mishra, HR at pantaloons for allowing me to handle this Project and letting me gain such a
knowledgeable experience, whose support and guidance made this project possible. Also, I would like to thank
all the staff specially the cash counter team for their co-operative behavior.

3. STUDENT’S UNDERTAKING
I, ………………………………………………………………………………………………………………………. (Name of the student) bearing
Institute Roll No………………………………………………………………………………………….., declare that the summer project
titled……………………………………………………………………………………………………………………………………………………………………
……………………………………………………………….…………………………………... is my original work and completed under the
supervisions of Mr./ Ms……………………………………………………………………………………………………………………………………of
…………………………………………………………………….………………………………………………...(Name of the company) and Prof.
……………………………………………………………………………………. and Prof……………………………………………………………. of IMI,
Bhubaneswar. Further, I also declare that the report being submitted herewith is free of any textual plagiarism.
Signature:
Date:
Place: IMI Bhubaneswar

5. TABLE OF CONTENT
1.Executive Summary ………………………………………………………………………………………...1
2.Introduction……………………………………………………………………………………………………2
3.Objective………………………………………………………………………………………………………11
4.Research and Methodology…………………………………………………………………………………12
5.Interpretation………………………………………………………………………………………………….13
6. Research and Findings…………………………………………………………………………………….. 25
7. Conclusion…………………………………………………………………………………………………... 26
8.Recommendations……………………………………………………………………………………………27
9.Scope and limitations………………………………………………………………………………………...28
10.Annexure……………………………………………………………………………………………………..29
11.Bibilography………………………………………………………………………………………………….35

6. 1 | P a g e
EXECUTIVE SUMMARY
I have been assigned a task as a project related to customer satisfaction and the customer services provided at
pantaloons. The project title is” A STUDY ON CUSTOMER SATISFACTION AND CUSTOMER SERVICE
PROVIDED AT PANTALOONS SAHEED NAGAR, BHUBANESWAR.”
This project report throws light on the reasons behind customer’s decision of choosing Pantaloons- saheed nagar
for the purchase of Apparels and various other products. Pantaloons as a Retail Brand is one of the fast-growing
players in the Indian retail industry and offers a deep insight to the industry.
For completion of this report, a survey was conducted and for fulfillment of questionnaires, a sample size of 80
was selected. Among those who were interviewed consist of housewives, professionals, even students. Though
the sample size taken was small but it was varied to overcome all the odds. A structured questionnaire was
constructed to measure the responses of the respondents on suitable scale so that it could be analyzed. Primary
data collection was done via questionnaires and secondary data collection through company websites.
Through survey, effect of various factors like ambience of the store, discount and convenience came in light and
the reason of consumers choosing Pantaloons over other retail outlets became visible.

7. 2 | P a g e
INTRODUCTION
COMPANY PROFILE
Pantaloons, previously owned by the Future Group, has recently been taken over by Aditya Birla fashion and
retail Limited, a US $4billion diversified industry and India's largest manufacturer of linen fabric.
Pantaloons Fashion & Retail Limited is a premium Indian retail chain. The first Pantaloons retail store was
launched at Gariahat, Kolkata in 1997.According to the Brand Trust 2014 report, a study conducted by Trust
Research Advisory, Pantaloons featured among 50 most trusted brands in India. The company provides a
premium and complete shopping experience to its customers through its variety of 220 prestigious brands.
Pantaloons, with a presence across ABFRL hosts India's largest fashion network, with over 7,000 POS across
over 375 cities and towns, in addition to 2,200+ exclusive ABFRL brand outlets. With more than 14 million loyalty
members as of March '16, ABFRL has a big bouquet of loyalty programmes in India.
Pantaloons offers multiple accessories and apparel brands including ``categories for men, women and kids. The
collection covers ethnic and western apparels for kids, men, women complemented by a wide range of
accessories. The variety of brands and products has helped Pantaloons to become one of the best retail brands
in India.

8. 3 | P a g e
APPARELS, BRANDS AND ACCESSORIES
Pantaloons offers, customers a variety of apparels and accessories from the globally renowned brands. The
labels for men in western wear cover Rig, Lombard, Bare Leisure, SF Jeans, Bare Denim, JM Sport, Byford, F
Factor and trendy brands like John Miller and Akkriti as ethnic wear.
The women’s section includes the private labels — Bare Leisure, Bare Denim, Rig, Honey, Ajile and Annabelle—
in western, as well as the ethnic wears from RangManch, Trishaa and Akkriti. Popular brands as Lee Cooper,
Biba are also included. The formal wear offers a range of well-tailored collection by international brands such as
Allen Solly, Van Heusen, Peter England and Louis Philippe.
Kids wear like Bare Denim, Bare Leisure, Rig and exclusive brands like Chalk, Poppers, Pink & Blue, and in
addition to international brands like Barbie and Disney. Pantaloons offers more than just apparel. Customers can
shop from a range of watches from renowned brands. Trendy sunglasses from Polaroid, Guess, Police are
available. The accessories and beauty product segments display a remarkable collection of ladies’ handbags
from Lavie, Caprese. products from color cosmetic brands such as Chambor, Revlon, Deborah, Maybelline, and
Lakmé, as well as a wide collection of attractive fragrances.
In its challenge to meet the consumer’s varying fashion needs, Pantaloons has introduced new brands including
Candies, Alto Moda, Spykar, AND, Turtle, Global Desi, 109F, Chemistry, and Giny&Jony. Pantaloons is a vital
part of the prestigious Aditya Birla Group, a USD 40 billion Indian MNC, operating in 40 countries across the
globe with over 130,000 employees, accepted as ‘India’s Most Preferred Apparel Retail Brand’ in the Brand
Equity Survey 2014, Pantaloons continues to meet consumer trust and confidence. With its overwhelming
collection of lifestyle apparel brands, the company is focusing on growth while creating fresh fashion.

9. 4 | P a g e
INTRODUCTION TO MY PROJECT
My project title is “A STUDY ON CUSTOMER SATISFACTION AND CUSTOMER SERVICE OF PANTALOONS
SAHEED NAGAR, BHUBANESWAR”. involves studying customer’s satisfaction within the store and interaction
with them to understand their needs and satisfaction level with the product and services being provided by
Pantaloons.
It is essential to understand customer’s needs to serve them better and to do so, management should understand
key purchasing factors and prepare themselves. We must satisfy and even felicitate our customer with the value
of our products and services to gain their loyalty and repeat purchases. Customer satisfaction should be the
initial target of any organization.One of the best ways to find out is to ask them using customer satisfaction
surveys.
Employee and the management of the store can use the survey information to identify opportunities for ongoing
process improvement and to monitor the impact of those improvements.
An unsatisfied customer will exaggerate about their negative experience. A satisfied customer will only tell a few
people about their positive experience. So a retailer should always think in that way to satisfy their customer and
delighting them with the services which enhances differentiation.

10. 5 | P a g e
CUSTOMER SERVICE
➢ Customer service is the provision of providing service to customers before, during and after a purchase of product.
➢ Customer service in pantaloons is a series of activities designed to
enhance the level of customer satisfaction –:
A. That is the rate a product or service has met the customer expectation. Its vitality varies by product, and customer.
B. Defective or broken product should be exchanged, often only with a receipt but within a specified time frame.
➢ Pantaloons has a desk assigned to deal with returns, exchanges and complaints and performs related functions at the
point of sale.
➢ Customer service is normally an integral part of a company’s customer value proposition.
➢ From the point of view of an overall engineering effort, customer service plays an unavoidable role in an organization's
ability to generate income and revenue.
➢ From that perspective, customer service should be included as an overall approach to systematic improvement.
➢ Some have stated that the level of customer service in pantaloons has decreased in recent years, and this can be
defined as a lack of support or understanding at the executive and middle management hierarchy of an organization.
➢ Customer service is an organization's ability to fulfil their customers' wants and needs. Excellent customer service is
the ability of an organization to consistently exceed the customer's expectations.
It Consists of all following activities by the retailer that influence:
(1) The ease with which a potential customer can shop or learn about the store’s offering.
(2) The ease with which a transaction can be completed ASAP once the customer attempts to make a purchase.
(3) The customer’s satisfaction with the transaction.

11. 6 | P a g e
ADDITIONAL WORK
➢ Giving vouchers related to wedding festival offer.
➢ Helping customers to make Green cards.
➢ Call the customers by Telephone to inform them about several ongoing offers.
➢ Complain handling
➢ Exchange policy
➢ Mass GC entry
➢ Customer input update
➢ OTP code delivery
➢ Customer profile and number modification
➢ Alteration
➢ Gift Wrapping and packaging
➢ Gift card and gift voucher issuance
➢ In-store announcement
➢ Store hours
➢ Shopper-friendliness
➢ Deliveries

12. 7 | P a g e
NEED FOR STUDY
• Customer service is an unavoidable part of a company’s customer value proposition. These are the
parameters that indicates the level of focus of any retailer to provide services to the customers.
• It is very important to make a point that unless a retailer is not aware of the customer expectations a service,
it becomes quite difficult to set his own service standards for the store.
• Customer service may be employed to create such competitive advantage as a service proposition would
be harder to copy for competitors. A company may try to differentiate itself from the competition through
better customer service.
• The consistent delivery of superior service requires careful design and execution of a whole system of
activities that includes people, technology, and processes.
• Technology has provided a wide range of customer service tools. They range from support websites and
the ability to have live chats with technical staff to databases tracking individual customers' preferences,
payment methods, pattern of buying etc., and providing products and service responses based on this
advanced data. Specialist software that is designed for the tracking of service levels and for helping
recognize areas for improvement are often integrated into other enterprise operational software tools such
as ERP software.

13. 8 | P a g e
CUSTOMER SATISFACTION ATTRIBUTES
1.QUALITY
If you have a poor product or service, it affects the satisfaction level. There’s a. No amount of aggressive PR or
marketing that can make a product or service sell. So, product should be up to the mark.
2. DIFFERENTIATION
In Bhubaneswar market, there’s usually many players like big bazaar, max, westside, central etc. Customer
service may not work when choosing the appropriate product or service, but word of mouth certainly plays into
customer satisfaction. If a product is the best in quality and discounts, then it’s necessary to separate it from
the rest of the brands, through customer service, marketing and product quality.
3. ACCESS
The era of digitalization has made finding products and services a snap. What Emailing and finding products
and services on the Internet has become such a trend, companies have invested millions in making sure
access is free and extremely easy.
4. FACE VALUE
When a product or service costs high, but is worth it, the value which becomes acceptable to the consumer.
When a consumer specifically buys trousers from peter England or bare denim, the positive features of the
products outweighs the cost, creating a strong sense of good value. Pantaloons should have more
international brands which is rated excellent by the customers.
5. AMBIENCE
When the customers shop at pantaloons, the first impression that they look for is of a clean, safe and well-
organized environment. The store’s ambience affects the purchasing behavior of the customers immensely.
6.FASTER SERVICES
The services as in billing process, exchange process etc. should be faster so that the customer won’t be
waiting in a queue for a long time. Pantaloons has come up with additional billing and exchange counters so
that they can attend more number of customers at a time.
7. TECHNOLOGY
To satisfy customers, pantaloons have come up with the latest technological advances. Technology like
capillary cashier terminal, cashier in touch, qwik cilver help improving the quality of the purchasing experience
without delay or adding staff to the payroll.

14. 9 | P a g e
LOYALTY PROGRAM
The Pantaloons Green card, loyalty program, has been designed exclusively for Pantaloons' customers to
enhance customer satisfaction. Presently offered to over 4 million members, the programme entitles members
to discounts, points redemption and special privileges at all Pantaloons stores.
The card has four tiers depending on the year's shopping. when a customer shops, the card updates with
increasing privileges and discounts.
The benefits covered under Green card include discounts, complimentary parking, complimentary delivery of
altered garments, relaxed exchange policy, complimentary shipping, exclusive sale preview, exclusive billing
counters.

15. 10 | P a g e
There is a membership criterion for customers in pantaloon, where customers become members and enjoy
discounts on shopping.
1 star 3 stars 5 stars 7 stars
• 2 points per
Rs.100
• No questions
asked Exchange
Policy, valid for
90 days, bill not
required
• Instant
Redemption on
next bill at cash
counter
• Convenient
Mobile based
program
• Sale Preview
• Complimentary
Home-Drop of
altered apparel
• 3% discount as
points
• No questions
asked Exchange
Policy, valid for
90 days, bill not
required
• Instant
Redemption on
next bill at cash
counter
• Convenient
Mobile based
program
• Sale Preview
• Complimentary
Home-Drop of
altered apparel
• Exclusive Billing
Counters
• 5% discount as
points
• No questions
asked Exchange
Policy, valid for 90
days, bill not
required
• Instant
Redemption on
next bill at cash
counter
• Convenient Mobile
based program
• Sale Preview
• Complimentary
Home-Drop of
altered apparel
• Exclusive Billing
Counters
• Reimbursement of
paper carry bags
(as reward points)
• 7% discount as
points
• No questions
asked
Exchange
Policy, valid for
90 days, bill not
required
• Instant
Redemption on
next bill at cash
counter
• Convenient
Mobile based
program
• Sale Preview
• Complimentary
Home-Drop of
altered apparel
• Exclusive
Billing Counters
• Reimbursement
of paper carry
bags (as
reward points)

16. 11 | P a g e
OBJECTIVES OF STUDY
This marketing research aims to study:
1. To check if the availability of goods and variety of products and services attract customers towards
Pantaloons.
2. To measure the satisfaction level of overall shopping experience at Pantaloons.

17. 12 | P a g e
RESEARCH METHODOLOGY
RESEARCH APPROACH:
Depending upon the objectives of the research, the most suitable marketing research approach is “Exploratory
research”. The purpose is to find out the experience of customers while shopping in pantaloons.
PRIMARY DATA
To collect primary data best way is to interact with people directly it can be through direct interviews and
questionnaires. Both these methods have used for collection of primary data.
SECONDARY DATA
Secondary data is collected from company websites and various Literature reviews. As Pantaloons is daily in
news because of its wedding fest and different offers, so I benefited a lot from updates on net.
SURVEY DESIGN
Random stratified sampling was chosen for research. The CSD of pantaloons, saheed nagar was selected as
the study area and people from this area were selected for filling up of questionnaires and collecting responses
due to convenience of location.
SAMPLING PLAN:
Sampling plan for this project is divided into 3 steps:
a. Sample size: A sample size of 80 respondents was chosen. Though small sample size but it consists
of varied respondents to overcome any error at the time of generalization of result.
b. Sample unit: Pantaloons store at Saheed nagar was chosen as sample unit. Survey was conducted in
April- June2017.
c. Contact method: Questionnaire method was used to view responses of respondents.

18. 13 | P a g e
INTERPRETATION
1.Age
As we can see, the age below 25 is 71%, which is much more than that of other segments. The young
population is dominant if we consider the numbers. The maximum number of footfalls, are due to the young
population.

19. 14 | P a g e
2.occupation.
The student segment that is 65.8%, dominates the footfall especially on weekends. So, offers should be
modified and approach can be friendlier for their conversion and retention. The service sector gets a 20% of
vote because of the festive occasions and sales.

20. 15 | P a g e
3.Frequency of visiting pantaloons.
Most of the respondents have visited pantaloons every month as it covers 50%.the other segment that visits
pantaloons once in a 6 month are 32%. The reasons being pantaloons is easily reachable and covers a large
variety of apparel and cosmetics.

21. 16 | P a g e
4.What is the most important factor that influence you to buy from pantaloons?
Evidently pantaloons have a wide variety of products and the coverage is 54%. Better quality has been voted
30% better services 11%. Customers prefer to shop at pantaloons rather to for an exclusive store having lesser
variety.

22. 17 | P a g e
5.Which of the following point you want improvement?
As we see in this chart,37%of respondent’s complaint the staffs be reminding them of the products and service
along with the terms and conditions.29% of the customer suggest that the services should be a little faster
especially during wedding fest or weekends. Other issues such as parking lot space, baggage counter issues
are also being taken care of.

23. 18 | P a g e
6.variety & quality of products available at pantaloons.
48 out of 80 respondents have rated good with the existing variety and quality of products, 19 respondents
have voted excellent and 10people have chosen average.

24. 19 | P a g e
7.How is your experience at CSD (customer service desk)?
The service quality of a store can be sensed from the service desk and 60% of the respondents are satisfied
with the CSD where as 24.1%of customers reacted excellent.12.7% of customers rated average. The personal
interaction with the respondents revealed that they had mainly some minor issues regarding cards and points
which was handled immediately.

25. 20 | P a g e
8.Rate your opinion about CSD personnel when answering your queries
Queries handling by CSD personnel
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Very Poor 6 7.5 7.6 7.6
Below
Avg
2 2.5 2.5 10.1
Avg 17 21.3 21.5 31.6
Good 37 46.3 46.8 78.5
Excellent 17 21.3 21.5 100.0
Total 79 98.8 100.0
Missing System 1 1.3
Total 80 100.0
As stated in the chart, 46.3% of respondents validated good where as 21.3% of the respondents termed
excellent and average. sometimes, the customer has some issues with the policy and CSD helps in resolving
them. An unsatisfied customer can demote the brand value so the CSD personnel takes that to consideration.

26. 21 | P a g e
9.what is your opinion about after purchase services at pantaloons?
After Purchase Services
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Very Poor 1 1.3 1.3 1.3
Below
Average
2 2.5 2.5 3.8
Average 15 18.8 18.8 22.5
Good 54 67.5 67.5 90.0
Excellent 8 10.0 10.0 100.0
Total 80 100.0 100.0
77% of the total respondents are satisfied with the after purchase services of pantaloons mainly because of the
better quality of the products and services.

27. 22 | P a g e
10. what is your usage experience of pantaloons products?
Product Usage Experience
Frequenc
y
Percent Valid
Percent
Cumulative
Percent
Valid
Very Poor 2 2.5 2.5 2.5
Below
Average
1 1.3 1.3 3.8
Average 11 13.8 13.8 17.5
Good 47 58.8 58.8 76.3
Excellent 19 23.8 23.8 100.0
Total 80 100.0 100.0
82% of the respondents have a positive view on the usage experience of the products because of the better
quality standards.

28. 23 | P a g e
11. Please rate the exchange policy of Pantaloons.
Exchange policies have certain facilities for loyalty members as in they’ll get a 90 days extension for exchange
and 54.4%of respondents rated good where as 26.6%of the customer voted average and the reason being no
exchange on footwear and selected garments. credit note issuance is another aspect of it.

29. 24 | P a g e
12.How is your billing experience at pantaloons?
Among 80 respondents, 40.5% are satisfied with the billing experience whereas 25.3% of the respondents
have stated average because of the numbers of counter available. 16.5% respondents have below average of
experience level because of the time factors. excellent and poor rating is 11.4% and 6.3% accordingly.

30. 25 | P a g e
RESEARCH AND FINDINGS
This research helped us identify following problems where Pantaloon has an immense scope of
improvement:
1. People were found to be a little dissatisfied with the ambience of Pantaloons as compared to some other
outlets but mostly were overall satisfied.
2. Majority of respondents were complaining about the variety of products, Different sizes are not available,
footwear needs improvement at Pantaloons.
3. Ladies complaint about jeweler variety is not there, there should have more variety.
4. Location was one of the main reasons which attracted consumers towards Pantaloons and it took less time
for majority of respondents to reach Pantaloons.
5. As Pantaloons operates in discount retailing, it was assumed that Pantaloon’s discount and low prices were
one of the magnum opus for customers but respondents feel that the discount is not that promising and it
should be enhanced.
6. Parking is also a problem at Pantaloons and some of the respondents were dissatisfied with the parking lot
at Pantaloons, as it provides lesser parking space to customers. Mostly, Employees of Pantaloons use the
parking space provide by that mall only.

31. 26 | P a g e
CONCLUSION
This research report aims to study consumer attitude towards Pantaloons and highlights its strengths and
weaknesses in order that Pantaloons can fight the competition in a smarter way. Though Pantaloons captures
a large market and is giving competition to big players like Vishal mega mart and big bazaar, retail in India is a
booming sector nowadays and Pantaloons should try to benefit more from it. Recommendations given should
be considered by Pantaloons to come forth as a winner in long run.
Now there are 65% of the customers comes in between 25-35. Therefore, data suggests that they should
emphasizing on this dominant segment to add more loyal members and maximize the revenue. Providing a
better billing experience to the customers is vital for every retailer. This is a bottleneck where customer can
really get exhausted if they stand in a queue to get the billing done, even for 10 minutes.
The factors that attract customers to the Pantaloons, as in, the store mainly focus on their in-house brand
availability and value of money. Many customers believe that Pantaloons have their own branded products to
offer the customers with an affordable price.
.

32. 27 | P a g e
RECOMMENDATIONS
This research throws light on various pros and cons of Pantaloons and can help Pantaloons to improve on
different aspects to have an advantage over its peers. Based on the analysis and findings of my research, I
have given following recommendations:
1. Pantaloons needs to improve variety of products and provide space for children coming with their parents for
entertainment and have fun so that visiting Pantaloons will be exciting for them.
2. Pantaloons should include more variety of products in its basket to acquire the convenience of availability of
all apparels under a roof provided to its customers. Variety of products should specially be increased in
traditional wear for women, jewelry, cosmetics, Footwear and more varieties in watches.
3. More computers should be included at exchange counter and number of billing counters should be
increased especially during the sales and festive season to fasten the billing process and minimize large
queues.
4. If possible more lucrative discounts and offers should be implemented to attract more customers. The
schemes and offers should be analyzed before generalizing to customers
5. Staff should be trained up to the mark to assist people and to make them understand the benefits of green
card membership which will strengthen Customer loyalty.
6.Good quality of merchandise should be which should be trendy and compete with the latest market trend.
7. The Cashiering Should be optimized to save time of customers and avoid unnecessary queues.

33. 28 | P a g e
SCOPE
This research will help Pantaloons to identify their competitors in saheed nagar and above all the areas in
which they can have an advantage on them.
1. Pantaloons gives various discounts and offers. This report will also help in knowing whether various
discounts and offers given by Pantaloons are enough to attract customers.
2. This research is also helpful in knowing the loyalty of customers towards Pantaloons. By Green card status
we can get a notion about it.
3. Very general mindsets of customers like visits per month, importance given to attributes like ambience,
parking also become clear.
LIMITATIONS:
1. Questionnaires were filled in evenings, when most of the people are in hurry and they might not have
responded graciously to all the questions.
2. Our research is limited to only one store of Pantaloons, Bhubaneswar and sample size is of 80 respondents
so errors may crop in while analyzing the results.
3. Those who came out of the Store after shopping, were chosen for getting the questionnaires filled but they
held bulky polyethylene bags, which they found difficult to stand for long and answer the questions.
4. Most of the retail outlets mentioned in the questionnaire may or not be visited by respondents; this affected
their response to various questions.

34. 29 | P a g e
ANNEXURE
Survey on the customer satisfaction and services provided at pantaloons saheed nagar
Bhubaneshwar.
1.Age.
 below 25
 25-35
 35-45
 45-55
 above 55
2.occupation.
 student
 self employed
 service
 homemaker
 other
3. what is your casual preference while buying products from organized retail outlets?
 pantaloons
 Bhawani mall
 central
 west side
 big bazaar

35. 30 | P a g e
4.From which source made you buy products from pantaloons?
 Internet
 news paper
 hoardings
 person
 Other...
5.Frequency of visiting pantaloons.
 first time
 every week
 every month
 once in a 6 month
 once in a year
6.What is the most important factor that influence you to buy from pantaloons?
 Better service standard
 better quality of products
 Variety of products
 price
 Other...
7.Does pantaloons reminding & intimating their store discounts & prices to you in a proper way?
 Yes
 No
 Maybe

36. 31 | P a g e
8.Which of the following point you want improvement?
 Service should be faster
 Staffs could be friendlier
 Staff should communicate all the points to the consumer
 Others
9.Availability of staff in a timely manner.
 Excellent
 good
 average
 below average
 poor
10.Knowledge level of staff about products.
 1
 2
 3
 4
 5
11.How is your in-store experience?
 1
 2
 3
 4
 5

37. 32 | P a g e
12.variety & quality of products available at pantaloons.
 excellent
 good
 average
 below average
 poor
13.How is your experience at CSD (customer service desk)?
 excellent
 good
 average
 below average
 poor
14.Rate your opinion about CSD personnel when answering your queries.
 1
 2
 3
 4
 5
15.what is your opinion about Green card (loyalty) facility at pantaloons?
 excellent
 good
 average
 below average
 poor

38. 33 | P a g e
16. Please rate the exchange policy of Pantaloons.
 excellent
 good
 average
 below average
 poor
17.How is your billing experience at Pantaloons?
 excellent
 good
 average
 below average
 poor
18.what is your opinion about after purchase services at pantaloons?
 excellent
 good
 average
 below average
 poor
19. what is your usage experience of pantaloons products?
 excellent
 good
 average
 below average
 poor

39. 34 | P a g e
20.Please rate overall facilities like water, sanitary, washroom, parking etc. at Pantaloons.
 excellent
 good
 average
 below average
 poor
21.Rate your opinion about wedding fest offer in pantaloons?
 excellent
 good
 average
 below average
 poor
22.Rate your opinion about insignia offer at pantaloons.
 excellent
 good
 average
 below average
 poor
23.feedback

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BIBLIOGRAPHY
1. Principles of marketing By PHILIP KOTLER.
2. Wikipedia.
3. http://pantaloon.futurebazaar.com/indexPantaloon.jsp.
4. http://en.wikipedia.org/wiki/Retailing_in_India
5.www.pantaloons.com
6.www.glassdoor.com
7.pantaloonfashion.com
8.www.trendin.com