lOMoARcPSD|9545325

Sip of pantaloon - sip on adiyta birla fasion and retail ,

MBA (Savitribai Phule Pune University)

Scan to open on Studocu

Studocu is not sponsored or endorsed by any college or university

Downloaded by Vishal Pandit ([email protected])
 lOMoARcPSD|9545325

A SUMMER INTERNSHIP PROJECT REPORT

On

A STUDY ON CONSUMER LOYA

LOYALTY
LTY AT PANTALOONS RETAIL OUTLET

At

Pantaloons, Pimple Saudagar, Pune

By

HARSHITA RAJ

MBA-II (Marketing)

Batch (2018-20)

Under the guidance of

Prof. Swapnali Bhosale

Submitted to

Savitribai Phule Pune University

IN PARTIAL FULFILMENT OF THE REQUIREMENT FOR THE AWARD OF DEGREE OF

MASTERS IN BUSINESS ADMINISTRATION (M.B.A)

ARIHANT INSTITUTE
NSTITUTE OF BUSINESS MANAGEMENT

INSTITUTE CODE-6626

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

TO WHOM SO EVER IT MAY CONCERN

This is to certify that the Project Report titled _______________________, is an

authentic work carried out by Ms. _______________________from MBA batch
2018-20 of Arihant Institute Of Management as a fulfillment of MBA Course of
Savitribai Phule Pune University. He/ She has worked under our guidance and
satisfactorily completed his/ her project work.

Place: Pune Date:

Page | 8

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CERTIFICATE OF ORIGINALITY

ereby declare that this Summer IInternship

I hereby nternship Project is my own work and that, to
the best of my knowledge and belief, it reproduces no material previously
published or written that has been accepted for the award of any other degree of
diploma, except wheree due acknowledgement has been made in the text.

HARSHITA RAJ

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

DECLARATION

I hereby declare that this project report on ““A study on Customer Loyaltyy in Pantaloons retail
outlet in Pune city” is the record of authentic work carried out by me during academic year
2018-2020.

This is to declare that all my work indulged in the completion of this project report is a profound
and honest work of mine and it does not form a part of any other work submitted to any other
institution or university.

All information
tion from the other sources has been duly acknowledged and that if any part of the
report is found to be plagiarized, I shall take full responsibility for it.

DATE : HARSHITA RAJ

R

PLACE : PUNE

Page | 10

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

ACKNOWLEDGEMENT

It gives me immense pleasure for an opportunity to have undergone my summer internship in

PANTALOONS, PIMPLE SAUDAGAR, PUNE. There is always a sense of gratitude which
one expresses to other people people for their helpful and needy service they render during
phases of life. I too would like to do the same as I really wish to express my gratitude to all those
people who have been helpful to me in completion of this project.

I take this opportunity to thank the management of Pantaloons for allowing me to be associated
with the organization and hence exposing me to its unique culture which has helped immensely
in enriching my knowledge and gaining a valuable insight into the practical aspects of customer
services and customer satisfaction. I am also grateful to Ms. Pallavi S. (HR), Mr. Saurabh
Singh (SM) and all the Department Managers and entire staff of Pantaloons, Pimple
Saudagar who had been extremely helpful and cooperative at every step throughout the project
period.

I would also like to extend my heartiest thanks to the customers of Pantaloons who spent their
precious time in filling my questionnaire.

This internship would not have been completed without the support of my mentor, Prof.
Swapnali Bhosale. I would also like to thank our Director, Dr. Kumendra Raheja for his
guidance and unflinching support throughout the internship.

Last but not the least, my endless appreciation goes to my family who has stood by my side and
given me moral support whenever I was low and boosted my willpower.

HARSHITA RAJ

PLACE : PUNE

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

TITLE INDEX

CHAPTER TOPIC PAGE NO.

1 INDUSTRY PROFILE 16
2 COMPANY PROFILE 20
3 RESEARCH METHODOLOGY 26
4 ABOUT THE SURVEY 29
5 RESEARCH INSTRUMENTS 30
6 DATA ANALYSIS 33
7 FINDINGS 52
8 LIMITATION OF THE 53
PROJECT
9 CONCLUSIONS 54

10 RECOMMENDATION 55

11 REVIEW OF LITARETURE 56

12 ANNEXURE 59

Page | 12

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

INDEX OF TABLES/CHART

Sr.No TABLES Page No.

1 Amount shopped for in last 12 24
months.
2 Amount shopped for in last 12 25
months.
3 Age in years 33
4 Education 34
5 Occupation 35
6 Monthly Income 36
7 How frequently do you shop at 37
Pantaloons?

8 Pantaloons Green card 38

9 What strikes your mind about 39
Pantaloons
10 Affect of cost of product 40

11 Pantaloons green card services 41

12 Shop at pantaloons because it 42

offers earn and redeem points
13 Shop at pantaloons because it 43
offers price and quality of
product
14 Location cleanliness and 44
hygiene maintained in
Pantaloons

15 Shop at pantaloons because it 45

offers Customer Service
16 Think Green Card needs 46
improvement
17 Rating Pantaloons green card 47

18 Relaxed exchange policy 48

19 Card less program 49
20 Free enrolment 50

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

EXECUTIVE SUMMARY

This project report throws light on the various initiatives taken by the management of Pantaloons
in order to maintain relationship with their customers. This project report also throws light on the
reasons behind customer’s decision of choosing Pantaloons apparels and various other products
from Pantaloons. Pantaloons is oone
ne of the emerging player in Indian retail industry and offers a
deep insight into the industry.

For completion of this project, a sample size of 100 was selected due to limitation of time. The
sample interviewed consist of housewives, professionals and co college
llege going students. Though the
sample size considered was small but it was so varied in order to overcome all the odds. A
structured questionnaire was constructed in order to measure the responses of respondents on
suitable scale so that they can be anal
analyzed.
yzed. Primary data collection was done through
questionnaires and interviews and secondary data collection was done through company websites
and various previous research reports.

Through survey, effects of various factors like telecalling, mission happine

happiness
ss portal, enrollment
for green card etc in customer attraction and retention came into light and the reasons of people
choosing Pantaloons over other retail outlets became clear. Respondents gave many suggestions
like the management should have more staff especially during the sale period, sitting area, more
variety etc. Feeding the data for analysis gave interesting results which have been compiled and
tabulated in this report.

Page | 14

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

OBJECTIVE AND SCOPE OF THE PROJECT

1. To study the customer loyalty program and impact on repetitive customers.

2. To study the awareness of customer loyalty program.

3. To study the customer perception and benefits/significances of customer loyalty program.

4. To study the satisfaction level of customer towards cu

customer
stomer loyalty program.

5. To study special benefits provided to loyal customer.

6. Measures to improve the performance of loyalty program and make it more efficient

and updated.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER1: INDUSTRY PROFILE

Retailing in India is one of the pillars of its economy and accounts for 10 per cent of its GDP.
The Indian retail market is established to be US$ 500 billion and one of the top five markets in
the world by economic value. India is one of the fastest growi
growing
ng retail markets in the world. The
Retail Industry in India has come forth as one of the most dynamic and fast paced industries with
several players entering the market. But all of them have not yet tasted success because of the
heavy initial investments that are required to break even with other companies and compete with
them.

The India Retail Industry is gradually inching its way towards becoming the next boom industry.
The total concept and idea of shopping has undergone an attention drawing change in terms of
format and consumer buying behavior, ushering in a revolution in shopping in India. Modern
retailing has entered into the Retail market in India as is observed in the form of bustling
shopping centers, multi-storied
storied malls and the huge complexes th
that
at offer shopping, entertainment
and food all under one roof.

As of 2003, India's retailing industry was essentially owner manned small shops. In 2010, larger
format convenience stores and supermarkets accounted for about 4 percent of the industry, and
these
se were present only in large urban centers. India's retail and logistics industry employs about
40 million Indians (3.3% of Indian population).

Until 2011, Indian central government denied foreign direct investment (FDI) in multi-brand
retail, forbidding foreign groups
ups from any ownership in supermarkets, convenience stores or any
retail outlets. Even single-brand
brand retail was limited to 51% ownership and a bureaucratic process.

In January 2012, India approved reforms for single

single-brand
brand stores welcoming anyone in the world
worl
to innovate in Indian retail market with 100% ownership, but imposed the requirement that the
single brand retailer source 30 percent of its goods from India. Indian government continues the
hold on retail reforms for multi-brand
brand stores.

In June 2012, IKEA

EA announced it had applied for permission to invest $1.9 billion in India and
set up 25 retail stores. An analyst from Fitch Group stated that the 30 percent requirement was

Page | 16

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

likely to significantly delay if not prevent most single brand majors from Euro
Europe,
pe, USA and Japan
from opening stores and creating associated jobs in India.

On 14 September 2012, the government of India announced the opening of FDI in multi-brand
multi
retail, subject to approvals by individual states. This decision was welcomed by economists and
the markets, but caused protests and an upheaval in India's central government's political
coalition structure. On 20 September 2012, the Government of India formally notified the FDI
reforms for single and multi-brand
and retail, thereby making it effective under Indian law.

Food and beverage retail backed by huge potential and changing lifestyle, the food and beverage
retail market is growing at a robust 30
30-35 per cent year.

Pharmaceutical retail driven by therapies li

like anti-diabetic,
diabetic, vitamin, anti-infective
anti and
dermatology, it accounted for a robust 15% growth in 2011.

E-commerce or E-tailing
tailing the next big revolution with the advent of ee-commerce
commerce in retail
industry, retail stores are facing stiff completion from ee-stores.
es. The rising demand for e-shopping
e
has lead to new debate cropping up in the world.

On 7 December 2012, the federal government of India allowed 51% FDI in multi-brand
multi retail in
India.

India is the 5th largest market in the world. The country ranks fourth among the surveyed 30
countries in terms of global retail development. The market size of India retail industry is about
US$ 500 million (source: IBEF) and is expected to grow at the rate of 15
15-20%
20% p.a. the retail
industry is expected to increase to US$ 7750-850
850 billion by 2015 (according to a report by
Deloitte). Retailing has played a major role the world over in increasing productivity across a
wide range of consumer goods and services. In the developed countries, the organized retail
industry accounts for
or almost 80% of the total retail trade. In contrast, in India organized retail
trade accounts for merely 8-10%
10% of the retail trade. This highlights a lot of scope for further
penetration of organized retail in India.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

EVOLUTION O
OF RETAIL IN INDIA

Emerging formats

Established formats  Exclusive retail outlets

Traditional formats  Hypermarkets
 Kirana shops  Internal retail
 Salesman  Convenience stores  Malls/Specialty Malls
 Haats  Faire price shop  Multiplexes
 Mandis  Co-operative stores  Rural oriented formats
 Pan/beedi shops  Fast food outlets
 Service galleries etc

Page | 18

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CLASSIFICATION OF RETAIL FORMAT

Classification of retail format

Store based retailing Non-store

store retailing Service
Retailing

Form of ownership Merchandise offered Direct selling Banks

Independent retailer Convenience stores Mail order Car rentals

Chain retailer Supermarkets Tele marketing Service

Franchise Hypermarkets Automated

Leased department Specialty stores Vending

Consumer co-operative Departmental stores

Off price retailers

Factory outlets

(Source:Internet)

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 22: COMPANY PROFILE

ADITYA BIRLA FASHION AND RETAIL LIMITED

Pantaloons, one of the fastest growing, premium lifestyle apparel companies and retail
destination in India, is constantly innovating designs, concepts and products by infusing the
latest trends in fashion and clothing styles.

A chain of stores for every Indian, Pantaloons has a repertoire of lifestyle brand to cater to every
consumer needs across multiple occasions. The warm and personalized service offered by every
store truly brings out the unique value proposition of the format.

Pantaloons were launched amidst much fanfare in Gariahat, Kolkata in 1997. Over the years, the
brand has undergone several transitions therefore re
re-inventing
inventing it to bring forth compelling trends
and styles for men, women and kids. It started as a discount format, moving to a family concept
store and finally evolved into a fashion destination with a sharp focus on bringing the latest in
fashion.

Pantaloons retails over 200 brands which comprise a mix of exclusive brands, licensed brands,
br
international brands and more in apparel as well as accessories leaving the consumer spoilt for
choices. The greatest asset of pantaloons is our exclusive brands that keep customers coming
back to our stores. What sets these brands apart are that eac
eachh of the designs is crafted keeping the
consumers fashion sensibilities and fashion needs in mind.

Pantaloons previously controlled by the Future Group, but have now been taken over by Aditya
Birla Nuvo Limited (ABNL). According to the Brand Trust Report 22014,
014, a study conducted by

Page | 20

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Trust Research Advisory, Pantaloons featured among 100 most trusted brands in India. The
Aditya Birla Group ranks high in the league of fortune 500 corporations of the world with a
strong mix of talented and capable personnel com
comprising
prising 42 different nationalities, who are
credited with anchoring the organization and scripting one brilliant success story after another.

With a chain of 144 fashion stores across 85 cities (as per website) and towns with 5300 valuable
employees, Pantaloons are constantly extending its footprint into the rest of modern India.

Its spans a retail space of 1.7 million square feet which is amongst the largest in India.

Voted as India’s most trusted apparel retail brand in the prestigious brand equity survey 2014,
pantaloons continues to nurture trust and confidence.

Pantaloons is now an integral part of the prestigious Aditya Birla Group, a USD 40 billion Indian
multinational operating in 36 countries across the global with over 120000 employees.

All the
he stores are divided into four zones:

East zone

West zone

North zone

South zone

Each zone has their zones office, which takes care of the entire pantaloons store in the respective
zone.

Pune city has seven pantaloons stores currently:

1. Pune ICC Tech park

2. Phoenix market city

3. Season mall

4. Kumar specific mall

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

5. Baner store

6. SGS Mall

7. NIBM

8. Pantaloons Factory Outlet

9. Pantaloons, Viman Nagar

10. Pantaloons, Pimple Saudagar

audagar

11. Paud Road

Pune ICC Tech Park : Total area 66720sq.ft

Selling space : 44200 sq. ft.

The pantaloons green card, which is a unique loyalty program, has been designed exclusively for
pantaloons loyal customers to enhance customer experience. Presently offered to over 3.8 million
members, the program entitles member to ddiscounts,
iscounts, points and special privilege at all
pantaloons stores.

Customer will earn 2 points on every Rs. 100 spent and sometimes its change different offer to
offer green card stars members. The card has 4 tires depending upon last 12 months of
purchasing/shopping.
/shopping. The 3 tires are 1 star 3 star, 5 stars and 7 stars. Shop and your card
upgrades while privileges and discount increases simultaneously. The benefits covers under
Green card includes discounts every time you shop, free enrolment, instant redemption
redempti in next
bill, relaxed exchange policy of 90 days, convenient mobile based program (card less program),
exclusive billing counters for 3/5/7* members, reimbursement of paper bags (as reward points
for 5/7* members), exclusive sales preview, complimentary home drop of altered apparels.

Where you can earn points: At all pantaloons stores in India

GREENCARD points awarded at Pantaloons may vary and may exclude certain range of
merchandise. To earn GREENCARD points on first bill, members need to shop for Rs. 2000/-
and above. GREENCARD benefits are applicable only for retail customers and not valid on bulk
purchases

Page | 22

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

GREENCARD entitles for discounts as reward points on current purchases only. Purchases made
against exchanges or credit notes will not qualify fo
for discounts. Points are not applicable for
transactions made through credit note purchase.

GREENCARD discounts as points and offers are valid on payments made by cash/credit card
/debit card.GREENCARD Reward Points are not accrued on purchase of fine jwellery,
Pantaloons Gift Vouchers /Cards and carry bags except benefits available for certain customers.

Shop for Rs.8, 000,, Rs.20,000 or Rs. 40,000 within a span of 12 months and retain your 3, 5 or 7
star membership respectively. If these shopping limits are not maintained for 12 months from the
date of up gradation, the member will be assigned one tier below the existing tier after every 12
months:

Leading brands at Pantaloons

MEN’S WEAR (formals and LADIES’ WEAR (ethnic KID’S WEAR
casuals)
and western)

Chalk
Honey Bare kids
John miller
Akkriti Poppers
Indigo nation
Rangmanch
Bare denim

Bare leisure Trishaa

Rig Jealous 21

Ajile Annabelle

Urban eagle Ajile

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Competitors

1. Shoppers Stop
2. CENTRAL

2. Westside

3. Wills lifestyle

4. Max

5. Reliance Trendss

Table 1

Amount shopped for in last 12 months Tier Green Card Rewards

0-7999 1 star 2 points per Rs.100
8000-19999 3 star 3% Discount as points
20000-39999 5 star 5% Discount as points
40000+ 7 star 7% Discount as points

(Source: www.pantaloons.com )

How to maintain your pantaloons green card tier?

From the day of tier assignment one need to maintain a minimum shopping account for the next
12 months. This account varies from the tiers to tiers and is as follows.

Page | 24

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 2

Amount shopped for in last 12 months. Tiers Green Card Rewards

8000-19999 3 star 3% Discount as points
20000-39999 5 star 5% Discount as points
40000+ 7 star 7% Discount as points

Company’s vision:

Future Group shall deliver Everything, Everywhere, Every t ime for Every Indian
Consumer in the most profitable manner.

Company’s Mission:

We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development.

We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.

We shall infuse Indian brands with confidence and renewed ambition.

We shall be efficient, cost- conscious and committed to quality in whatever we do.

We shall ensure that our positive attitude, sincerity, humility and united determination shall be
the driving force to make us successful

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 33-RESEARCH METHODOLOGY

A descriptive research design has been followed for this marketing research which highlights
both the qualitative and quantitative aspects of the identified problem.

PRIMARY DATA

To collect primary data best way is to interact with people directly it ca

cann 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
Pantaloon is daily in news because of its eexpansion
xpansion plans, so I benefited a lot from articles on
net.

SURVEY DESIGN/STUDY AREA

Random stratified sampling was chosen for research. Mall 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 research project is divided into following four steps:

Sample size: A sample size of 100 respondents was chosen because of time constraint. Though
small sample size but it consists of varied type of respondents so as to overcome any error at the
time of generalization of result. Sample un
unit:
it: Pantaloon store at Pimple Saudagar, Pune was
chosen as sample unit. Survey was conducted in May - July 2019.. Sample procedure: Due to
time and various other constraints convenience was restored. But efforts were made
mad to check the
accuracy of responses. Contact method: Questionnaire method was used to establish direct
contact with respondents.

Page | 26

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Limitation of study
 Time constraints
 Biasness – The respondents may give a biased view
 Some respondents refuse to cooperate
 Incomplete information
 As the managers are busy in their daily schedule it is not possible for us to spend
more time in interactions and discussion with them.

Scope for further study

By studying the importance of Loyalty program- Pantaloons green card, it helps the business to
gain competitive edge and can hence increase profitability. The Pantaloons can ensure that their
program offers both value and other customer benefits. Understanding the effectiveness of green
card option helps in customer retention. The modified upgraded program of pantaloons having
more benefits to the green cards loyal members of Pantaloons, earlier it was in collaboration with
payback but now has been separated and became a sole mode to loyal members There are few
changes made which are better than previous one. In case of further study, the new updates of
program can be studied.

Sampling technique and Data Collection method

The convenience sampling technique will be adopted. The data collected will be in the form of
structured questionnaire.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Data sources

There was a need to gather primary as well as secondary data.

Primary Data :-

Primary data were collected on original information gathe

gathered
red for a specific purpose through
questionnaire.

The present study has used survey method for collecting the primary data by directly
direc with
questionnaire.

Secondary Data :-

Secondary data is collected from already existing sour

sources
ces in various organization brochures
brochu &
records.

Secondary data for the study were collected from the magazines, websites & other previous
studies.

Research Instrument :-

The research instrument used was structured questionnaire.

Page | 28

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 4 -About the Survey

Survey title: “Customer Loyalty Program at Pantaloons”

Sample size- 100 respondents

Time: The survey of 100 respondents was finished in two months

Research format

The questions are a mix of open-ended, close-ended questions, binary, ranking and
multiple choice questions. They have been so inserted into the questionnaire, to get the
appropriate response for particular situation.

Limitation of study

 Time constraints
 Biasness – The respondents may give a biased view
 Some respondents refuse to cooperate
 Incomplete information
 As the managers are busy in their daily schedule it is not possible for us to spend
more time in interactions and discussion with them.

Data Sources
Primary Data:-

Such data are mainly concerned with the first hand information. It consists of preparing the
questionnaire or by taking interview.

There was no specific questionnaire prepared but brief discussions were undertaken with the
personnel as and where required.

Secondary Data:-

This data is mainly collected from different types of sources such as official documents,
magazines, journals, pictorials, books, reports, and so on. During my project, I have mainly
utilized the latter kind of data. Like, secondary data for my research. I have referred to the
official site of FUTURE GROUP. Website of company and many more. Moreover, I have
applied both qualitative and quantitative sort off studies as research methodology for this project

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 5 – RESEARCH INSTRUMENT

QUESTIONNAIRE

Mr. Mrs. Ms.

NAME:

SEX: (a) Male

(b) Female

AGE IN YEARS: (a) Less than 18

(b) 18-30
30

(c) 30-45

(d) 45-60

(e) 60 and above

EDUCATION: (a) High School

(b) Higher Secondary

(c) Graduate/ Diploma

(d) Post Graduate

ate

OCCUPATION: (a) Student

(b) Salaried

(c) Business

(d) Home maker

(e) Others

MONTHLY INCOME: (a) Less than 15,000 (b) 15,000

15,000-25,000 (c) 25,000-40,000
40,000

(d) 40,000
40,000-50,000 (e) More than 50,000

Page | 30

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

(1). How frequently do you shop at pantaloons?

(a) Weekly (b) Once in a month (c) Twice a month (d) Only during sales

(e) Occasionally

(2). Are you aware about Pantaloons Green card?

(a) Yes (b) No

(3).What is the first thing that strikes your mind about Pantaloons Green card?

(a) Discount every time you shop (b) Exclusive sale preview (c) Cardless program

(d) Instant redemption (e) Earn more points at pantaloons

(f)altered apparel (g) Relaxed exchange policy (h) Exclusive billing counters

(4)Does the cost of product affect your purchasing choices?

Yes No

(5).Which are the Pantaloons Green Card services you use mostly?

(a) Earn points at pantaloons

(b) Instant point redemption

(c) Relaxed exchange policy

(d) Exclusive sale preview

(e) Exclusive billing counters

.(6)I shop at pantaloons because it offers earn and redeem points

Strongly Agree( ) Agree () Disagree ( ) Strongly Agree ( ) StronglyAgree ( )

(7)I shop at pantaloons because it offers price and quality of product

StronglyAgree( ) Agree ( ) Disagree ( ) StronglyAgree ( ) StronglyAgree ( )

(8)Location cleanliness and hygiene maintained in Pantaloons

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Excellent ( ) Good ( ) Average ( ) Bad ( )

(9)I shop at pantaloons because it offers Customer Service

Strongly Agree () Agree () Disagree ( ) StronglyAgree( ) StronglyAgree( )

(10). Express your agreement or disagreement toward following st

statements.

Sr. Particulars Strongly Agree Disagree Strongly

No I shop at pantaloons because agree disagree

I It offers Easy Earn and redeem points

II It offers Relaxed exchange policy
III It offers Exclusive sale preview
IV Price and quality of product
V Ambience and hygiene
VI Merchandising
VII Customer Service
VIII It offers Additional offers on green card
IX I have Pantaloons Green card

(11).Which part of Pantaloons GreenCard do you think needs the most improvement?

(a) Earn points at pantaloons (b) Redeem points (c)Alteration of Apparel

(d) Relaxed exchange policy (e) Exclusive sale preview

(f) Exclusive billing counters

(12). Rate the Pantaloons Green card on bbasis of Following Points.

Sr. No Particulars Excellen Very Good Average Poor

t good
I Earn and redeem points
II Relaxed exchange policy
III Exclusive sale preview
IV Card less program
V Free enrolment
VI Additional offers on green
card

10. Any suggestion would you like to give about Pantaloons Green Card
Card?

Page | 32

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER - 6
DATA ANALYSIS

Table No. 3 Age in years

Age Frequency Percent

Less than 18 11 11
18-30 50 50
30-45 22 22
45-60 12 12
60 and above 5 5
Total 100 100

(Source: survey)

Chart 1

Title: Age in years

60
50
50
40
30 22
20 12
11
10 5
0
less than 18 18-30 30-45 45-60 Above 60

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 50% people were between
the ages of 18-30 so we can see that most shopping is done by youth.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 4 - Education

Education Frequency Percent

High School 10 10
Higher Secondary 11 11
Graduate/Diploma 48 48
Post Graduation 31 31
Total 100 100

(Source: survey)

Chart 2:

Title: Eduacation
60
48
50
40
31
30
20
10 11
10
0
High School Higher Secondary Graduate/Diploma Post Graduate

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 48% people were

completed graduation and did the most of shopping.

Page | 34

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 5 - Occupation

Occupation Frequency Percent

Student 29 29
Salaried 35 35
Business 14 14
Home maker 10 10
Others 10 10
Total 100 100

(Source: survey)

Chart 3:

Title: Occupation
40
35
35
30
29
25
20
15 14
10 10
10
5
0
Student Salaried Business Home maker Others

(Source: survey)

Interpretation: According to survey conducted on 100 respondents 29 %were students and 35

were salaried.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 6 - Monthly Income

Income Frequency Percent

Less than 15,000 5 11.11

15,000-25,000 9 20
25,000-40,000 15 33.33
40,000-50,000 9 20
More than 50,000 7 15.56
Total 45 100

(Source: survey)

Chart 4:

Title: Monthly Income

35 33.33
30

25
20 20
20
15.56
15
11.11
10

0
Less than 15,000 15,000
15,000-25,000 25,000-40,000 40,000-50,000 More than
50,000

(Source: survey)

Interpretation: According
ording to survey conducted on 100 respondents, out of which 20 people are
students and home makers (which are not counted). 33.33% people have their monthly income
between 25,000-40,000.

Page | 36

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No.7

How frequently do you shop at Pantaloons?

A) Every week ( ) B) once in two week ( )

C) Once in three week ( ) D) once in a month ( )

Chart: 5

Every week 24
Once in two week 28
Once in three week 12
Once in a month 36

Sales

24%
36%
Every weak
once in two week
Once in three week
28%
12% once in a month

Inference: from the pie chart depicted above, the frequency of shopping of respondent is
evident of the 100 respondent who answered ququestionnaires,
estionnaires, 24%respondent indicated that
they shopped every weak which is favorable for the business.28%respondent would like to
shop once in two weak and where as 36% respondent likes to shop once in the month. The
lowest percent is 12% which is once in the three weak. We can Conclusion that most people
of Guwahati would like to shop once in the month.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 8 - Are you aware of Pantaloons Green card?

Frequency Percent

Yes 80 80
No 20 20
Total 100 100

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 80% people are aware
about Green card.

Chart:6

Awareness :Green Card

20%

Awareness
Not Aware
80%

Page | 38

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 9

What is the first thing that strikes your mind about Pantaloons?

A) Discount and offers ( ) B) Assortment ( )

C) Quality ( ) D) others ( )

Discount and offers 60

Assortment 12
Quality 20
others 8
Chart:7

8%

20%
Discount and offers

60% Assortment
12%
Quality
others

Inference:: when we say come to the mind discount and offers comes first. In Pantaloons family
centre most of the respondent like discount and offers about 60% of respondent perceived
discount and offer is the main attraction that pulls them to come into the store.20% respondent
liked quality in the Pantaloons. Thus we can conclude that discount and offers play a vital role in
retailing.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No:10

Does the cost of product affect your purchasing choices?

Yes No

Respondents whose purchasing choice is affected and not affected by the price of the product

RESPONDENT Percentage(%)
Male Female
YES 34 17 51%
NO 33 16 49%
Total 67 33 100%

Chart:8
40
34 33
35

30

25

20 17 male respondents
16
15 female respondents

10

0
yes no

Inference:We
We find those 34% males and 17% female respondent’s purchasing choice is
affected by the price of the product. And 33% male’s and 16% female’s purchasing
choice is not affectedd by the price of the product.

Page | 40

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 11 which is the Pantaloons green card services you use mostly?

Frequency Percent
Earn points at pantaloons 42 47.19
Reimbursement of paper bags 0 0
Instant point redemptions 34 38.20
Relaxed exchange policy 2 2.25
Exclusive sale preview 8 8.98
Exclusive bill counter 3 3.38
Total 89 100

(Source: survey)

Chart 9:

Which are the pantaloons green card services you use mostly
50.00% 47.19%
45.00% 38.20%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00% 8.98%
10.00% 2.25%
5.00% 0% 3.38%
0.00%

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 47.19% people have mostly
use Earn points at pantaloons.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 12:

I shop at pantaloons because it offers earn and redeem points

Frequency Percent
Strongly agree 20 20
Agree 70 70
Disagree 9 9
Strongly disagree 1 1
Total 100 100

(Source: survey)

Chart 10:

Earn and redeem points

80.00% 70.00%
60.00%

40.00%
20.00%
20.00% 9.00%
1%
0.00%
Strongly agree Agree Disagree Stronglydisagree

(Source: survey)

Interpretation: According to survey conduc

conducted on 100 respondents, 70% of people are Agree on
shop at pantaloons because it offers earn and redeem points.

Page | 42

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 13

I shop at pantaloons because it offers price and quality of product

Frequency Percent
Strongly agree 24 24%
Agree 47 47%
Disagree 16 16%
Strongly disagree 13 13%
Total 100 100
(Source: survey)

Chart No. 11:

I shop at pantaloons because it offers price and quality of product

47.00%
50.00%
40.00%
30.00% 24.00%
20.00% 16.00% 13.00%
10.00%
0.00%
Strongly agree Agree Disagree Stronglydisagree

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 47% people Agree on they
shop at pantaloons because it offers price and quality of product.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table:14

Location cleanliness and hygiene maintained in Pantaloons

Excellent 56
Good 40
Average 4
Bad 0

Chart:12

0
4%

40%
Excellent
56% Good
Average
Bad

Inference: It is clear from the pie chart is that cleanliness and hygiene maintain in Pantaloons is
superb. More than 90% respondent marks it excellent and good .out of 56%respondant feels it
excellent and 40%respondanet mark it good. So we can conclude that cleanliness and hygiene is
awesome
me in Pantaloons family centre.

Page | 44

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No.15

I shop at pantaloons because it offers Customer Service

Frequency Percent
Strongly agree 34 34%
Agree 56 56%
Disagree 6 6%
Strongly disagree 4 4%
Total 100 100

(Source: survey)

Chart :13

I shop at pantaloons because it offers Customer Service

60.00% 56.00%
50.00%
40.00% 34.00%
30.00%
20.00%
10.00% 6.00% 4.00%
0.00%
Strongly agree Agree Disagree Stronglydisagree

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 56% people Agree on they
shop at pantaloons because it offers customer service.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No :16

Which part of green card do you think needs the most improvement?

Chart:14

Title: which part of green card do you think needs the most
improvement?
33.33%
35.00%
30.00% 24.49%
25.00%
20.00% 14.29%
15.00% 12.93%
6.80% 8.16%
10.00%
5.00%
0.00%

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 33.33% people thought

earn points at pantaloons green card needs the most improvement.

Page | 46

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No:17

Rate the Pantaloons green card

Earn and redeem points

Frequency Percent
Excellent 17 17
Very good 53 53
Good 21 20
Average 6 6
Poor 3 3
Total 100 100
(Source: survey)

Chart 15:

Title: earn and reddem points

60.00% 53.00%
50.00%
40.00%
30.00% 21%
17.00%
20.00%
10.00% 6.00% 3.00%
0.00%
Excellent Very good Good Average Poor

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 53% people rated earn and
redeem system of green card very good.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 18 Relaxed exchange policy

Frequency Percent
Excellent 28 28
Very good 46 46
Good 17 17
Average 7 7
Poor 4 4
Total 100 100

(Source: Field Survey)

Chart 16:

Title: Relaxed exchange policy

50.00% 46.00%
40.00%
30.00% 28.00%

20.00% 17.00%

10.00% 7.00%
4.00%
0.00%
Excellent Very good Good Average Poor

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 46% people rate the
relaxed exchange policy is very good.

Page | 48

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 19 Card less program

Frequency Percent
Excellent 31 31
Very good 45 45
Good 21 21
Average 3 3
Poor 0 0
Total 100 100

(Source: Survey)

Chart 17:

Title: card less program

50.00% 45.00%
40.00%
31.00%
30.00%
21.00%
20.00%
10.00% 3.00%
0%
0.00%
Excellent Very good Good Average Poor

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 45%people were rate the
card less program very good.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No:20

Free enrolment

Frequency Percent
Excellent 41 41
Very good 30 30
Good 15 15
Average 11 11
Poor 3 3
Total 100 100

(Source: Field Survey)

Chart 18:

Title: Free enrolment

50% 41%
40%
30% 30.00%
20% 15.00%
11.00%
10% 3.00%
0%
Excellent Very good Good Average Poor

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 41 % people were rate the
Free enrolment excellent.

Page | 50

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Table No. 21 Additional offers

Frequency Percent
Excellent 2 2
Very good 8 8
Good 26 26
Average 35 35
Poor 28 28
Total 100 100

(Source: Field Survey)

Chart 19:

Title: Additional offers

40%
35.00%
30% 26.00% 28.00%

20%

10% 8.00%
2%
0%
Excellent Very good Good Average Poor

(Source: survey)

Interpretation: According to survey conducted on 100 respondents, 35% people were rate the
additional offer on Pantaloons green card is Average.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 7 - FINDINGS

o This research helped us identify following problems where Pantaloon has an immense
scope of improvement:
o Majority of respondents were found complaining about the variety of products, Different
sizes not available, footwear, and child section need improvement at Pantaloon.
o Some respondents’ complaint that there should be sitting space for ladies child and old
age people and it was worked out during the project itself.
o Parking is also a problem at Pantaloon and some of the customers were dissatisfied with
the parking, As it was hard to find two wheeler Parking
o Store is performing well in attracting the ccustomers
o People usually visit the store once in a week
o The main dissatisfaction for the customer is the paid carry bags.
o Discount and offers are doing well in the stores
o The promotional activities like free gifts card really attract the customer in the store.
sto
o Inside store employee interaction is average with the customer
o Location of Pantaloons is outstanding
o Most of customer belongs to high society and middle class
o Cleanliness and hygiene maintain in the store is superb
o Pantaloons provide value added servi
services
ces like, home delivery; alteration giftwrapping.etc
is up to the mark.
o Best Loyalty Program in India, like payback green card option.

Page | 52

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 8 - LIMITATIONS OF THE PROJECT

 Time constraints
 Biasness – The respondents may give a biased view
 Some respondents refuse to cooperate
 Incomplete information
 As the managers are busy in their daily schedule it is not possible for us to spend
more time in interactions and discussion with them.
 Budget constraints
 Respondent was busy

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 9 - Conclusion
 This research report aims to study consumer attitude towards Pantaloons
Pantaloon and highlights

its strengths and weaknesses in order that Pantaloon

Pantaloons can fight the competition in a better

way. Nearly around 57% of the earnings come from loyal customers.

 So its important to focus on increasing loyal customers

customers.

Page | 54

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 10 - RECOMMENDATIONS

1. People suggested that at least carry bag must be offered free of charge.

2. Pantaloons must focus more on advertising and promotional Activities.

3. It is observed that sales preview and use of promotional techniques should be improved that
will be helpful for increases customers frequency of visiting the store.

4. Pantaloons needs to improve so that it can accommodate more kinds of products and also
provide space for children coming with their parents to play and have fun so that for them
visiting Pantaloons becomes exciting

5. Staff should be trained properly to assist people and to make them understand the benefits of
green card membership, it will strengthen Customer loyalty

6. Other Recommendations include introduction of a Book corner for the book lovers and
making shopping more joyful.

7. Complimentary Parking should be re-initiated.

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER
PTER 11 - REVIEW OF LITERATURE
Good customers are an asset which, when well managed and served, will return a
handsome lifetime income stream for the company
Philip Kotler
Today’s successful retailers recognize the importance of customer retention in their efforts to
grow operational profits. to achieve this, more and more retailers are implementing loyalty
programs as a competitive marketing strategy to build long
long-term relationships
tionships with customers,
allocate marketing rupees based on the customer’s value and derive as much as revenue as
possible from them over a lifetime. Of course, loyalty is more than a business strategy. It is an
ongoing, two-way
way relationship based on resp
respect, trust and commitment – a relationship in which
the customer feels all-important.
important. A successful loyalty program builds and nurtures such a
relationship by accomplishing two critical tasks. The first is to gather information that will help
retailers understand
rstand their customers’ tastes, needs and expectations. The second is to offer
recognition and rewards (loyalty card, rewards card, points card, advantage card, or club card)
card that are
relevant to their customers as a reward for their loyalty – and as a trade
de for the personal and
transactional data that starts the loyalty cycle and keeps it going. By tracking members’
transactions, companies can identify the various segments of their customer base to create
strategies that keep their customers coming back fo
for more.

CUSTOMER INFORMATION IS KEY: Effective loyalty programs generate incremental

spending – more rupee spent, more frequently, from customers whose needs and expectations
are understood and met. With 80% of retailers’ business being generated from as little
l as 20%
of their customers, identifying and understanding their needs and expectations of this 20% is
crucial. By gathering customer information, retailer can make intelligent marketing decisions
that will keep their best and most profitable customers more loyal. They can also leverage this
thinking to increase sales the under
under-performing
performing segments of their customer base. The most
valuable loyalty programs to retailers are those which utilize advanced technology to collect
data at the point of sale, track
ck valuable information about customer purchase behavior, and
provide access to rich database reports and analysis that can be used to increase the
Effectiveness of retailers’ marketing campaigns. What customers expect:

Page | 56

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

Today’s consumers are more savvy and sophisticated than ever. They expect loyalty programs to
offer:
 Easy participation
 Instant rewards
 Flexible rewards
 Fast accumulation of rewards
 Rewards claimed at any participating establishment
 Special offers
 Instant win opportunities
 Membership cards
 Greetings on special occasion
 Gifts
 Coupons/ vouchers

Loyalty programs attempt to reward customers (and business) for sustaining such a relationship
by providing clear incentives for patronage. In fact, successful loyalty programs can even
accelerate the frequency of customer visits and volume of purchases, strengthening the
connection.

Sharp, Byron and Anne sharp. (1997) - In their paper titled “Loyalty programs and their impact
on repeat purchase loyalty patterns”. They said currently popular marketing tools for developing
relationship, stimulating product usage, and retaining customers, loyalty programs can take
different forms, but one of the most common involves card-based programs that enable clients to
become members of the program and requires them to self-identify at every purchase occasion. 1

Boltan, Ruth N., P.K. Kannan and M.D Bramlett. (2000) - In their titled “Implications of loyalty
program membership and services experiences for customer retention and value.” They said
although loyalty program have attention prominent positions, empirical evidence about the
managerial question of interest, that is the strength and direction of their effects on customer
behavior, remain limited and contradictory. Loyalty program positively influence company

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

choice and in turn, transaction values and volumes

volumes,, resistance to price sensitivity and retention
rates.

Michael Lewis (2004) - In his titled “The influence of loyalty programs and short-term
short
promotions on customer retention” they said despite the proliferation of loyalty programs in a
wide range of categories,
ories, there is little empirical research the focuses on the measurement of
such program. The key to measuring the influence of loyalty programs is that they operate as
dynamic incentive schemes by providing benefits based on cumulative purchasing over time.
tim As
such, loyalty programs encourage consumers to shift from myopic or single period decision
making to dynamic or multiple period decisions making. In this study, the author models
customer response to loyalty program under the assumption that purchases represent the
sequential choices of customers who are solving a dynamic optimization problem. Through
simulation and policy experiments, it is possible to evaluate and compare the long-term
long effects of
the loyalty program and other marketing instruments on customer retention.

Yuping Liu (2007) - In his titled “The long

long-term
term impact of loyalty programs on consumer
purchase behaviour and loyalty”. He said despite the prevalent use of loyalty programs, there is
limited evidence on the long term effects of such programs, and their effectiveness is not well
established. Consumers whose initial patronage levels were low or moderate gradually purchased
more and become more loyal to the firm into other business areas.

Singh Roopa, Khan Imran Akhtar (2012) - In their titled “An approach to increase customer
retention and loyalty in B2C world.” They said customers are always been important for the
business. With the high rate of competition in every market, it is critical to retain the customer /
loyal customers. The purpose
rpose of the paper is to highlight how short term actions with bit
compromise with the profit will turn into long term customer loyalty and hence long term
benefit. After analyse the importance of benefits, we will understand the approach of how to
increasee customer retention and customer loyalty towards business.

Page | 58

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

CHAPTER 12 - ANNEXURE
QUESTIONNAIRE

Mr. Mrs. Ms.

NAME:

SEX: (a) Male

(b) Female

AGE IN YEARS: (a) Less than 18

(b) 18-30

(c) 30-45

(d) 45-60

(e) 60 and above

EDUCATION: (a) High School

(b) Higher Secondary

(c) Graduate/ Diploma

(d) Post Graduate

OCCUPATION: (a) Student

(b) Salaried

(c) Business

(d) Home maker

(e) Others

MONTHLY INCOME: (a) Less than 15,000 (b) 15,000-25,000 (c) 25,000-40,000

(d) 40,000-50,000 (e) More than 50,000

(1). How frequently do you shop at pantaloons?

(a) Weekly (b) Once in a month (c) Twice a month (d) Only during sales

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

(e) Occasionally

(2). Are you aware about Pantaloons Green card?

(a) Yes (b) No

(3).What is the first thing that strikes your mind about Pantaloons Green card?

(a) Discount every time you shop (b) Exclusive sale preview (c) Cardless program

(d) Instant redemption (e) Earn more point

points at pantaloons

(f)altered apparel (g) Relaxed exchange policy (h) Exclusive billing counters

(4)Does the cost of product affect your purchasing choices?

Yes No

(5).Which are the Pantaloons Green Card services you use mos
mostly?

(a) Earn points at pantaloons

(b) Instant point redemption

(c) Relaxed exchange policy

(d) Exclusive sale preview

(e) Exclusive billing counters

.(6)II shop at pantaloons because it offers earn and redeem points

StronglyAgree( ) Agree( ) Disagree( ) StronglyAgree( ) StronglyAgree( )

(7)I shop at pantaloons because it offers price and quality of product

StronglyAgree( ) Agree( ) Disagree( ) StronglyAgree( ) StronglyAgree( )

(8)Location
Location cleanliness and hygiene maintained in Pantaloons

Excellent ( ) Good( ) Average ( ) Bad ( )

(9)I shop at pantaloons because it offers Customer Service

StronglyAgree( ) Agree( ) Disagree( ) Strongl

StronglyAgree(
yAgree( ) StronglyAgree( )

Page | 60

Downloaded by Vishal Pandit ([email protected])

 lOMoARcPSD|9545325

(10). Express your agreement or disagreement toward following statements.

Sr. Particulars Strongly Agree Disagree Strongly

No I shop at pantaloons because agree disagree

I It offers Easy Earn and redeem points

II It offers Relaxed exchange policy
III It offers Exclusive sale preview
IV Price and quality of product
V Ambience and hygiene
VI Merchandising
VII Customer Service
VIII It offers Additional offers on green card
IX I have Pantaloons Green card

(11).Which part of Pantaloons GreenCard do you think needs the most improvement?

(a) Earn points at pantaloons (b) Redeem points (c)Alteration of Apparel

(d) Relaxed exchange policy (e) Exclusive sale preview

(f) Exclusive billing counters

(12). Rate the Pantaloons Green card on basis of Following Points.

Sr. Particulars Excellent Very Good Average Poor

No good
I Earn and redeem points
II Relaxed exchange policy
III Exclusive sale preview
IV Card less program
V Free enrolment
VI Additional offers on green
card

10. Any suggestion would you like to give about Pantaloons Green Card?

“Thank you for giving your valuable time”

Downloaded by Vishal Pandit ([email protected])