8570297 Rakesh Final Report Mt

A REPORT ON MANAGEMENT THESIS I

FINAL REPORT Project on A COMPARATIVE STUDY ON THE CUSTOMER ACQUISITION STRATEGIES ADOPTED BY SUBHIKSHA AND RELIANCE FRESH Submitted to: Mr.Nagaraja Submitted by: Rakesh.B.M Reg no: 7NBBPO69

Introduction of study: To make comparative analysis of customer acquisition strategies adopted by subhiksha and reliance fresh.

Introduction:Customers are the life blood of the business. without them, companies are out of business, fast. The majority of their energy will be expanded acquiring and keeping customers at their business. The major customer acquisition skills are:-

1.Customer benefits:The business is not about the company, it is about the company’s customer. The focus of heir business shouldn’t be on themselves; rather it should focus on their customers. They are not really interested in how long they have been in business or how much education they have. Customers are interested in what the business can do or provide for them. We call these ”customer benefits”.

2.Acquiring New Customers:New customers are the hardest and most expensive to get. Company will spend more time, more money, more energy attracting new customers to their business. If they are just starting a business, listen closely, because their success here will determine wheather they are in business two years from now. Once they’ve acquired some new customers, can quickly move to he other two levels.

3.Repeat Customers:Once the company acquired a new customer, they should immediately work towards the next two levels, repeat and referral customers.

4.Referral customers:The key to referral business is to ask their repeat customers to refer to their friends and business associates. If they are giving good service and have good product at a fair price, their existing customers will be happyto refer to others. All they have to do is take the initiative and ask to them. This can be done in variety of ways.

BASIS OF COMPARISONS With the aim to make comparative analysis between the two retail outlets with respect to customer acquisition strategies; is done considering following factor: •

Satisfaction level of customers

•

Reinforced customer

•

Convenience

•

Benefits and facility

•

Acquisition strategies

Customer-Loyal profitability analysis is to compare the most profitable segment for the retail outlets.

INRODUCTION OF CUSTOMER ACQUISITION STRATEGY: Many companies have adopted customer relationship management (CRM) systems that can support both acquisition and retention by gatgering data from every contact with prospects and customers. Just collecting data should not be an end unto itself, howerer the real focus should be on developing a data strategy and tuning the CRM system to help their company acquire and retain customers.

INDUSTRY PROFILE

Retail Industry Retailing is one of the pillars of the economy in India and accounts for 35% of GDP.(1) The retail industry is divided into organized and unorganized sectors. Over 12 million outlets operate in the country and only 4% of them being larger than 500 sq ft (46 m²) in size. Organized retailing refers to trading activities undertaken by licensed retailers, that is, those who are registered for sales tax, income tax, etc. These include the corporatebacked hypermarkets and retail chains, and also the privately owned large retail businesses. Unorganized retailing, on the other hand, refers to the traditional formats of low-cost retailing, for example, the local kirana shops, owner manned general stores, beedi shops, convenience stores, hand cart and pavement vendors, etc. Growth An increasing number of people in India are turning to the services sector for employment due to the relative low compensation offered by the traditional agriculture and manufacturing sectors. The organized retail market is growing at 35 percent annually while growth of unorganized retail sector is pegged at 6 percent. The Retail Business in India is currently at the point of inflection. Rapid change with investments to the tune of US $ 25 billion is being planned by several Indian and multinational companies in the next 5 years. It is a huge industry in terms of size and according to management consulting firm Technopak Advisors Pvt. Ltd., it is valued at about US $ 350 billion. Organized retail is expected to garner about 16-18 percent of the total retail market (US $ 65-75 billion) in the next 5 years. India has topped the AT Kearney’s annual Global Retail Development Index (GRDI) for the third consecutive year, maintaining its position as the most attractive market for retail investment. The Indian economy has registered a growth of 8% for 2007. The prediction for 2008 is 7.9%. The enormous growth of the retail industry has created a huge demand for real estate. Property developers are creating retail real estate at an aggressive pace and by 2010, 300 malls are estimated to be operational in the country.

With over 1,000 hypermarkets and 3,000 supermarkets projected to come up by 2011, India will need additional retail space of 700,000,000 sq ft (65,000,000 m²) as compared to today. Current projections on construction point to a supply of just 200,000,000 sq ft (19,000,000 m²), leaving a gap of 500,000,000 sq ft (46,000,000 m²) that needs to be filled, at a cost of US$15-18 billion.

The Indian Retail Market Indian market has high complexities in terms of a wide geographic spread and distinct consumer preferences varying by each region necessitating a need for localization even within the geographic zones. India has highest number of outlets per person (7 per thousand) Indian retail space per capita at 2 sq ft (0.19 m²)/ person is lowest in the world Indian retail density of 6 percent is highest in the world. (9) 1.8 million households in India have an annual income of over 45 lakh (10) delving further into consumer buying habits, purchase decisions can be separated into two categories: status-oriented and indulgence-oriented. CTVs/LCDs, refrigerators, washing machines, dishwashers, microwave ovens and DVD players fall in the status category. Indulgence-oriented products include plasma TVs, state-of-the-art home theatre systems, iPods, high-end digital cameras, camcorders, and gaming consoles. Consumers in the status category buy because they need to maintain a position in their social group. Indulgence-oriented buying happens with those who want to enjoy life better with products that meet their requirements. When it comes to the festival shopping season, it is primarily the statusoriented segment that contributes largely to the retailer’s cash register. (11) The break-up of organized retailing sales into various product categories (12) Books, Music & Gifts: 3% Mobile Handsets: 3% Clothing & Textile: 39% Food & Grocery: 11% Consumer Durables: 9% Footwear: 9% Furniture & Furnishings: 8% Catering Services: 7% Jewellery & Watches: 7% Others: 4%

Major Indian Retailers Indian apparel retailers are increasing their brand presence overseas, particularly in developed markets. While most have identified a gap in countries in West Asia and Africa, some majors are also looking at the US and Europe. Arvind Brands, Madura Garments, Spykar Lifestyle and Royal Classic Polo are busy chalking out foreign expansion plans through the distribution route and standalone stores as well. Another denim wear brand, Spykar, which is now moving towards becoming a casual wear

lifestyle brand, has launched its store in Melbourne recently. It plans to open three stores in London by 2008-end. The low-intensity entry of the diversified Mahindra Group into retail is unique because it plans to focus on lifestyle products. The Mahindra group is the fourth large Indian business group to enter the business of retail after Reliance Industries Ltd, the Aditya Birla Group, and Bharti Enterprises Ltd. The other three groups are focusing either on perishables and groceries, or a range of products, or both. RPG Retail-Formats: Music World, Books & Beyond, Spencer’s Hyper, Spencer’s Super, Daily & Fresh Pantaloon Retail-Formats: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion Station, Brand Factory, Depot, all, E-Zone etc. The Tata Group-Formats: Westside, Star India Bazaar, Steel junction, Landmark, Titan Industries with World of Titans showrooms, Tanishq outlets, Chroma. K Raheja Corp Group-Formats: Shoppers’ Stop, Crossword, Hyper City, Inorbit Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International Franchise brand stores. Pyramid Retail-Formats: Pyramid Megastore, TruMart Nilgiri’s-Formats: Nilgiris’ supermarket chain Subhiksha-Formats: Subhiksha supermarket pharmacy and telecom discount chain. Trinethra- Formats: Fabmall supermarket chain and Fabcity hypermarket chain Vishal Retail Group-Formats: Vishal Mega Mart BPCL-Formats: In & Out Reliance Retail-Formats: Reliance Fresh Reliance ADAG Retail-Format: Reliance World German Metro Cash & Carry Shoprite Holdings-Formats: Shoprite Hyper.

3% 8%

9%

2%

38%

13% 27% USA India

EU Russia

Japan Others

China

Percentage of Organized Retail 85

81 55 40

40 20 0

36

30

20

20

India

China

Poland

Indonesia

Brazil

Malaysia

Taiwan

USA

3 Thailand

100 80 60

Key Players

USA = US$ 2,350 Bn

UK = US$ 406 Bn

China = US$ 313 Bn

Highly evolved US market has WalMart taking only 8% market share UK market has Tesco with only 13.4% market share China market still does not have a clear leader

The share of organized retail in total retail pie is set to increase from about 3% to 8 – 10 % by 2010.

1400

120

1200 1000

943

990

1092

1040

1146

1203

1264 107 100

85

800

68 60

55

600 44

40

35

400

Rs '000 Cr

Rs '000 Cr

80

28 20

200 0

0 2003-04

2004-05

2005-06

2006-07

Total Retailing Market ( Rs '000 Cr)

2007-08

2008-09

2009-10

Organized Retailing (Rs '000 Cr)

• Indian retail industry ~ Rs 990,037 Cr (USD 300 bn), growing at 5-6% p.a. • Organised retail industry ~ Rs 35,000 Cr (USD 7.7 bn), growing at 25-30% p.a.

India the most attractive retail destination - ATKearney GRD 2005 Index. US$300b retail market has grown 10% on an average over last 5 years

Overall Organization Structure Overall Organization RR Board Structure

Leadership

Supervisory Board Advisory Boards Suppor t

Marketi ng/

Shared/ Support Finance Commercial HR Technology Loss Prevention Internal Audit Strategic Process Corporate Branding Retail

Food

NonFood

Food

Non-Food

Services

Fresh & Frozen Staples

FMCG, Pharma & Apparels &

Entertainment

Processed Food

Consumer Durables, Home

Financial

Lifestyle

Fuel & Automotive F&B

Books, Music, Toys

Operati ons

Servic es

Healthcare

Agri

Store Operati ons

Franch isee

Instituti onal

Suppl y

SBU **

Sales

Chain

Travel

Printing & Imaging Others

Regulatory Corporate Affairs Legal Functions

* Process Assurance responsible for Quality and designing processes for Buy, Move and Sell ** Franchisee format for Categories depending on nature, size and complexity

1

COMPANY PROFILE

Reliance money Reliance Money, the financial products retail arm of Reliance Capital, a company owned by the Anil Dhirubhai Ambani Group (ADAG), has decided to expand distribution network in rural areas. Reliance Money is involved in selling financial products like life insurance, general insurance and mutual funds. In a massive inclusive growth initiative, first of its kind in Indian corporate history, which would provide employment to 50,000 rural youth, the company has decided to extend its rural reach this fiscal by setting up 10,000 franchisee outlets in 5,165 of the 5,645 tehsils (talukas) of the country, according to a Hindu Business Line report. Reliance Money has already idenfied and appointed franchisee partners in 1,001 tehsils with the help of Rural Relations, a rural consumer-focused organisation. Reliance ADAG expects to garner 10 to 20% of its total business through this rural thrust. They will not adopt a plain vanilla financial services approach, but prepare an areaspecific basket of products, said Sudip Bandopadhyay, Director and CEO, Reliance Money. This basket of products, among others, could include insurance plans for cattle, crop, bullock cart and tractor, term insurances (Rs 25 to Rs 50 pay out for a year’s coverage), and Systematic Investment Plans (monthly installment of Rs 50 to100). While the company has already established its presence in Maharashtra, Andhra Pradesh, Karnataka, Madhya Pradesh, Gujarat and West Bengal, it is now expanding into Uttarachal, Chhattisgarh, Rajasthan, Tamil Nadu and Orissa. Reliance money is member of these groups and oranisations. Equities: Trading through Reliance Securities Limited NSE SEBI Registration Number Capital Market :- INB 231234833 BSE SEBI Registration Number Capital Market :- INB 011234839 NSE SEBI Registration Number Derivatives :- INF 231234833 Commodities : Trading through Reliance Commodities Limited MCX member code: 29030

NCDEX member code: NCDEX-CO-05-00647 NMCE member code: CL0120 Mutual Funds : Reliance Securities Limited AMFI ARN No.29889

Reliance money Portfolio Management Service Reliance Capital has announced its foray into the brokerage business through Reliance Money promoted by Anil Dhirubhai Ambani Group firm Reliance Capital. Reliance Money will offer a 'fixed' flat fee structure and would offer highly competitive rates based on the flat fee structure instead of the contemporary system where investors pay brokerage fees (percentage) for each transaction conducted in the stock markets. Reliance Money would offer the brokerage services across 700 cities including Delhi and Mumbai through more than 3,000 outlets. Investors would need to pay brokerage at the rate of Rs 15 per assisted trade (from Reliance's Franchisee or call center) and can trade free using online trading portal (fixed fee of Rs500 for delivery trades up to Rs 5 lakh and / or non-delivery trades up to Rs 5 lakh, with validity period of one year), the company said. Industry rates vary between 0.4 per cent to 0.85 per cent for delivery trades and between 0.05 per cent and 0.10 per cent for non-delivery trades Reliance's demat offers four options for trading. Online Option: One can trade on his PC on our online portals. Reliance provides three online portals named Fast Trade Easy Trade Instra Trade. Offline Option: One can do assisted trade on Reliance's Franchisee Office on Software named Fast Trade. On Kiosks: One can use Reliance's Kiosks for online trading with usage cost of 50p/min. Call Center: One can trade on phone by dialing '39886000' followed by local city code. In january ending Reliance Capital has launched his PMS (Portfolio Management Service). Again the Relaince has come with very innovative concept, with minimum ticket size of 5 Lakhs. The PMS of Reliance has two product categories: PMS Growth PMS Value

The core service for private clients is their Portfolio Management Service. This service comprises: •

•

Operating a bank account for the portfolio/s - receiving all contributions, sales proceeds, dividends, interest, distributions, etc and paying all purchases, transactions costs, taxes and fees, pensions etc. and undertaking regular reconciliations of the bank account Administration of the portfolio as the registered address for all investments and provision of safe custody of all investment holdings and records o Accurate recording of all transactions (including tax impacts) in easy to follow reporting formats designed to meet both investor and accounting needs o Comprehensive quarterly reporting - portfolio valuation, portfolio income and expense, portfolio purchases and sales, portfolio performance, asset allocation and full bank statements o Read-only Internet access to monitor the portfolio/s o Quarterly economic and financial markets commentary and outlook o Quarterly reviews of the investment strategy to determine its continued relevance and appropriateness given changing circumstances o Quarterly analysis of the portfolio against benchmarks as well as analysis of each individual investment held; o Priority allocations in new issues, floats and placements o Pro-active advice on all corporate actions - mergers and acquisitions, capital reconstructions, buybacks, rights issues, entitlements, etc o Pro-active advice between reports identifying investment opportunities and risks that may arise o Unlimited access to advisors, together with regular meetings to facilitate the above in a disciplined fashion

You should note that the Portfolio Management Service is a non-discretionary service. We will never undertake any investment transaction or make any monetary transfer from a bank account without your prior authorization. You should also note that your portfolio/s will be totally portable should you wish to end your relationship with us. All investments are registered in your name/s and we typically do not use CHESS securities sponsorship or administrative platforms that lock you in to particular brokers or financial service providers.

Needs/Objectives/Risk Tolerance To establish your needs, objectives and risk tolerance, they will ask you to complete the Client Questionnaire for an: • • • • • •

overview of your assets and liabilities overview of your income and expenses understanding of your goals and objectives understanding of your income and growth needs consideration of ethical and related matters determine whether there are risks that need to be accounted for

They will also ask you to complete the Risk Profile Questionnaire for an understanding of your tolerance to investment losses and portfolio fluctuations.

Asset Allocation and Portfolio Construction They will recommend an overall asset allocation which proposes a split between growth and defensive assets and suggested exposures to shares, property, fixed interest and cash. They will also undertake, pursuant to our Portfolio Construction Guidelines, the process of portfolio construction for you which involves consideration of the best way to get

exposure to each asset class. This will in turn involve decisions on the allocation between: • • • • • • • •

Wholesale and retail investing Active and passive/index investing Value and growth investing Brand and boutique investing Listed and managed investing Hedged and unhedged investing Small company and large company investing Relative return and absolute return investing

Within each asset class their preferred way of investing is likely to include:

International Shares • • • • •

Wholesale managers Index and active Region and sector-specific fund managers Bias towards value and small cap styles Active hedging

Australian Shares • • • •

Top 200 companies held directly Exchange traded funds or listed investment companies Wholesale active fund managers in mid, small and micro caps Wholesale active absolute return fund managers

Property • • • •

Large cap listed held directly Exchange traded funds Wholesale active and index managers Domestic and global property

International Fixed Interest • • • •

Wholesale managers Index managers Fully hedged managers Credit and high yield managers

Australian Fixed Interest • • •

Direct hybrids and income securities Wholesale managers Inflation linked bond managers

Cash and Near-Cash • • •

No fee, high interest cash trading account High interest term deposits Mortgage funds

Alternatives • • •

Hedge/absolute return funds Private equity Emerging markets

Investment Selection Investment selections are rigorously researched by a full-time three person in-house research team before they are considered for authorization by our in-house independent Investment Committee. Our investment selection process: • • • • •

Reviews the available pool of >10,000 managed funds and >1,700 ASX shares Researched by full-time three person in-house research team Uses specialist external research as required Investments are authorized by in-house Investment Committee Ensures over 200 authorized investments are available to our clients

Investment Implementation Investment implementation is undertaken by our Advisory team on a daily basis and entails: • • • • •

Use of our six member Broker Panel Discounted brokerage of 0.25% - 0.70% for clients Access to deal flow - initial public offerings and placements Access to mergers/acquisitions, purchase plans, etc Staged implementation of strategy - entering the market slowly and systematically

Investment Monitoring Daily monitoring of the portfolio/s is made possible by the use of real time market data by our in-house team who access specialty external research as required and the resources of our six member Broker Panel. Investment monitoring entails: • • • • • • •

Real time market data Input from Broker Panel Risk Management Guidelines Daily, weekly and monthly reviews Exceptions reporting Face-to-face meetings with fund managers and market analysts Quarterly re-balancing

Portfolio Reporting For our standard Portfolio Management Service all clients receive comprehensive quarterly reports including: • • • • • • •

Portfolio Valuation Portfolio Asset Allocation Portfolio Income and Expense Portfolio Purchase and Sale Portfolio Performance Bank Statements Regular accountability back to targets and benchmarks

Trading Demo in Reliance money

INTRODUCTION

OBJECTIVES The main aim of the present study is to accomplish the following objectives: To find out the perception of the customers about the portfolio management services provided by reliance money.

To identify the risk involved for investing in PMS. To find out if there is any change in the service standards of the investment opportunities in the company. To compare the satisfaction level of the customers. To know about the risk involved in investment.

LIMITATIONS  Primary data collection will be time consuming.  The sample size selected will be limited to draw a common conclusion for the whole

population.  Bias on the part of respondents will be a major drawback.

RESEARCH METHODOLOGY. The primary aim of the study is to know the customer perception analysis on the investment in portfolio service in reliance money. The base sample is 50-100. The respondents are the customers of the Reliance money. This will be done by carrying out the following process. a) Defining the problem and research objective:

The research objective is to find out the perception of the customers about the services provided. And risk involved in investing 5lakh rupees in a single payment.

b) Method of data collection: After determining the research objective the nature of data to be collected is given due consideration as it will influence the interpretation of the entire project, after determining the nature of data the next step would be to adopt an appropriate data collection method. The method of data collection adopted by the research is inclusive of a structured well designed questionnaire.

c)Sampling Design: i) Sampling units: The respondents of the questionnaire are categorized are the customers of the Reliance money.

ii)

Sample size:

survey will be conducted for 50-100 respondents who are the customers of the Reliance money

iii)

Sampling technique:

The respondents were interviewed with the help of a well structured questionnaire and will be interviewed personally to gather the required information.

iv)

Sources of data:

Data collected for the project study is inclusive of both primary as well as secondary data.

Primary Data: Primary Data will be collected from Reliance money Ltd., clients who are already using the services of Reliance for the descriptive information. The purpose of this study is to find out perception of clients in the population (what percentage) of Bangalore city about portfolio management service by reliance money ltd.

Secondary Data: Secondary Data will be collected from the company’s website www.reliancemoney.com, Reliance magazines, booklets, Product hand book of Reliance money Ltd., etc. The sources of collection secondary data are: 1. Books 2. Websites 3. Magazine 4. Brochure

Method of contact will be Personal Interview for the following reasons:  Cost  Speed  Response rate  Geographical Flexibility  Interviewer bias  Quality of response.

d)Analysis This involves the conversion of raw data into useful information. To analyze each questionnaire of the respondents and to do a critical study on the response to each answer of the respondents. Report research findings: The report with the research findings is a formal written document. The research finding and personal experience will be used to propose the recommendations.

RESEARCH METHODOLOGY

MARKETING RESEARCH Marketing research covers the field of problems, techniques, and other aspects of marketing and related decision-making and their implementation. It studies an economic unit in respect of its various constituents such as consumers, buyers, and sellers. It studies their response pattern towards prize, promotion, purchasing power, and loyalty towards specific brands and similar other marketing activities. It also tries to determine the contribution of other relevant factors such as habits, consumers, and preference to decision making. TYPES OF RESEARCH DESIGN •

The research design adopted for this study is exploratory research design.

•

Exploratory research includes survey and fact finding enquiries of different kinds.

•

Research design is used to describe the state of affairs, as it exists at present.

RESEARCH INSTRUMENT •

A structured design questionnaire is used for surveying the consumers.

•

Both open ended and close ended questions are included.

SAMPLE SIZE A sample of 100 people will be taken for the survey. Business persons,

•

Professionals, Non-professional and Retired persons are included. Further these are only the people based on whom analysis and interpretation is

•

done. SAMPLING METHOD •

Random sampling method will be chosen to conduct the survey in which the samples are selected randomly.

Methodology: •

The study will be conducted by Personal Interview with the customers who have invested in portfolio management services in reliance money ltd.

•

Observing & studying the behavior of the customers & their demand towards the trading products.

•

The study on the customer satisfaction level that can be obtained through well formatted & designed questionnaire that is mentioned in the subsequent chapter.

Process of collection & analysis of Data:

After collecting the entire filled questionnaire the collected data will be transferred to a worksheet, the data related to set objectives will then be classified and the findings will be graphically represented. Schedule: Time frame for completion of the Project is 4months

Need / Importance of Project to the Organization: •

To find out the customers satisfaction level towards Reliance money products.

•

To find out the problems & difficulties faced by the customers while using the Reliance money products & bring it to the notice of the company to improve its quality of services as well as its sales.

•

To find out customers expectations from the Reliance money products.

Identification of Problem: Hypothesis Testing: Z-Test Null Hypothesis Ho: Customers feel unsatisfied after investing in portfolio management service in reliance money M (mean) = 0 Alternative Hypothesis H1: Customers feel satisfied after investing in portfolio management service in Reliance money. M (mean) = 0

ANALYSIS & INTERPRETATION TABLE - 1

Annual income

In terms of Percentage

Less than 3lakhs

10%

3-5 kakhs

30%

5-7 lakhs

40%

More than 7 lakhs

20%

40% 35% 30% 25% 20%

nnual income

15% 10% 5% 0%

<3L 3-5L 5-7L >7L

Advertisment

In terms of Percentage

Print

10%

television

5%

web

30%

relatives

15%

broker

40%

40% 35% 30% 25% 20%

Advertisement

15% 10% 5% 0%

print

web

broker

Duration

In terms of percentage

<1 yr

70%

1-3 yrs

30%

70% 60% 50% 40% Duration

30% 20% 10% 0%

<1yr

1-2Yrs

Why rel.mon

In terms of percentage

High returns

20%

Low risk

10%

Backup support

10%

Trust

35%

All the above

25%

35% 30% 25% 20% 15%

Why rel.mon?

10% 5% 0%

High returns

backup

All the above

Satisfaction

In terms of percentage

Excellent

20%

Good

40%

Average

30%

Poor

10%

40% 35% 30% 25% 20%

satifaction

15% 10% 5% 0%

Satisfaction

excellent

average

Extremely satisfied

Some what Neither dissatisfied satisfied satisfied nor dissatisfied

Extremely dissatisfied

Brokerage

60%

20%

10%

10%

0%

Speed

10%

20%

30%

25%

15%

Transparency

15%

20%

20%

30%

15%

Security

30%

40%

20%

10%

0%

Convenience

40%

30%

25%

5%

0%

Reliability

10%

40%

20%

10%

20%

Features

60% 50% 40% 30% 20% 10% 0% extremly neiher or extremely satisfied nor dis satisfied satified

brokerage speed Transperancy security convineance reliability

Importanct Very features Important

Somewhat Important

Neither Important not Unimportant

Unimportant Very

Easy navigation

40%

0%

0%

0%

Clear indication 100% of investment guidelines from the broker

0%

0%

0%

0%

Good service of 100% the company’s website

0%

0%

0%

0%

60%

Unimportant

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

very neither or important nor

Easy navigation clear indication goodservice of web very unimp

Improvements

In terms of percentage

Customer service

50%

Broad network

20%

Technical improvement

20%

Others

10%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

improvements

cust. broad tech. others Serv net imprv

Invested portfolio

In terms of percentage

Aggressive growth

10%

Growth

15%

Growth and income

35%

Balanced

10%

Income

30%

35% 30% 25% 20% Invested portfolio

15% 10% 5% 0%

Agg. Grorth

growth inc

Income

Good quarterly returns

In terms of percentage

Yes

65%

No

35%

70% 60% 50% 40% Good QR

30% 20% 10% 0%

Yes

No

APPENDICES

QUESTIONAIRE MODEL

Name:

Address:

Occupation:

Gender:

1. Your current annual income <3, 00,000

3-5, 00,000

5-7, 00,000

>7, 00,000

2. How did you know about Reliance money company? Print advertisement

Television advertisement

Web advertisement

Relatives and Friends

Brokers

Others please specify…………………. 3. From how long you have been investing in PMS?

a) <1 year b) 1-3 years c)3-5 years d)>5 years

4. What made you to invest in PMS?

High returns

Low risk

Back up support

Trust

All of the above

5. What is your overall satisfaction level with service of Reliance money? a) Excellent

b) good

c) Average

d) poor

6. Rank the following features for PMS in reliance money ltd? Satisfaction

Features Brokerage Speed Transparency

Extremely satisfied

Some what Neither dissatisfied satisfied satisfied nor dissatisfied

Extremely dissatisfied

Security Convenience Reliability

7. What are the factors that influence you to continue the services of Reliance money ltd? Importanct

Very Important

Features

Somewhat Important

Neither Important not Unimportant

Unimportant Very Unimportant

Easy navigation Clear indication of investment guidelines from the broker Good service of the company’s website

8. If you are a Reliance money customer what improvements you would like to have? a. b. c. d. e.

Customer service Broad Network Technical Improvement Customer service Others-----------------------------------------

9. Which model portfolio have you chosen for your investment?

Aggressive growth portfolio

Balanced portfolio

Growth portfolio

Income portfolio

Growth and income portfolio

11. Are you satisfied with the quarterly returns?

Yes

No

12. What is your personal perception about the PMS in reliance money?

REFERENCES 

www.Reliancemoney.com



www.traderji.com

 Publications 

company Brochures

 Newsletters & Business Magazines