A

PROJECT REPORT

On

“STUDY OF CUSTOMER SATISFACTION WITH REFERENCE TO WISTERIA REAL

VISION PVT. LTD. IN PUNE PCMC AREA”

By

Ganesh Shankar Kuril

For the course of MBA (MARKETING)

Under the guidance of

Prof. S A. UNDRE

Submitted to

“SAVITRIBAI PHULE PUNE UNIVERSITY”

IN PARTIAL FULFILMENT OF THE REQUIREMNT FOR

THE AWARD OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (MBA)

Pune District Education Association’s

COLLEGE OF ENGINEERING, MANJARI (Bk.), PUNE

(2023-2024)

1|Page
 Pune District Education Associations

Collage Of Engineering, Manjari (BK), Pune 412307

CERTIFICATE

This is to certify that “Ganesh Shankar Kuril” is a bona-fide student this College As a part of
Pune University curriculum, the student has undergone study project in “A Study of Customer Satisfaction
with Reference to Wisteria Real Vision Pvt. Ltd. In Pune PCMC Area” for the partial fulfillment of the
requirement for the award of the Degree of “Master of Business Administration (MBA)” under
“Savitribai Phule Pune University” for the academic Year 2023-2024

Project Guide H.O.D Principal

Prof. S A. Undre Dr. R. V. Patil Dr. R. V. Patil

2|Page
 Declaration

I hereby declare that the project titled “A Study of Customer Satisfaction with Reference to Wisteria
Real Vision Pvt. Ltd. In PCMC Area” is a genuine work done by me and all the information collected
is authentic and true to the best of my knowledge. The finding of this report is based on the information
collected by me. This project was undertaken as a part of course curriculum of MBA program at
College of Engineering, Manjari (BK), Pune -412307,

Mr. Ganesh Kuril

Student name & Signature

Date

Place: Pune

3|Page
 Acknowledgement

It is a matter of grate satisfaction and pleasure to present this report on “A Study of Customer
Satisfaction with Reference to Wisteria Real Vision Pvt. Ltd. In PCMC Area”. I take the
opportunity to owe my thanks to all these involved in my project. This project could not be completed
without the guidance of my guide Prof. S A. UNDRE and head of department Dr. R. V. Patil Their
timely suggestions & encouragement made it possible for to complete this project for me.
All efforts might have gone in vain without their valuable guidance.

I also thanks to Mr. Rishabh Jain (Director) Wisteria Real Vision Pvt. Ltd . For give me
an opportunity to work. I take this opportunity and privilege to articulate my deep sense of gratefulness
to the Branch head and the staff of the Wisteria Real Vision Pvt. Ltd. company for their timely help and
positive encouragement.

GANESH KURIL

MBA (Marketing)

Place: Pune

4|Page
 Executive Summary

The real estate sector has been the backbone of the Indian economy and has been a major contributor in
the economic growth. It is evident from the very fact that the Real Estate Sector contributes 8.53% of
the total GDP and also witnessed growth rate to the tune of 30%. It is also pertinent to note that this
sector has emerged as the fifth largest destination of foreign investment. The real estate sector in India
assumed greater prominence with the liberalization of the economy, as the consequent increase in
business opportunities and labour migration led to rising demand for commercial and housing space.
The real estate sector in India is presently worth USD15 billion and it is growing at a phenomenal rate
of 30% per year. This sector is the second largest employer in India, after the agricultural sector. Having
attained maturity, the real estate sector is attracting huge investments, especially (Foreign Direct
Investment) FDI. Today, real estate in India addresses the demand for built-up space, from a variety of
property segments such as offices, residential units, shopping malls, hospitality industry, manufacturing
sector and logistics parks, to name a few.

The project involves covering Western and east line of Pune Metropolitan and interacts with
channel partners.

5|Page
 INDEX

Sr. No Title Page No.

1 Introduction 7

2 Profile of Organization 12

3 Research Methodology 21

4 Conceptual Background 26

5 Data Analysis & Data Interpretation 42

Finding, Learning, Contribution and
6 Limitations 58

7 Suggestion 63

8 Conclusion 65

9 Bibliography 67

10 Questionnaire 69

6|Page
 Chapter 1
INTRODUCTION

7|Page
 Introduction

Customer satisfaction is a marketing term that measures how products or services supplied
by a company meet or surpass a customer's expectation. Customer satisfaction is important
because it provides marketing marketers and business owners with a metric that they can use to
manage and improve their businesses.

Customer satisfaction is a term frequently used in. It is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals."

The Marketing Accountability Standards Board (MASB) endorses the definitions,

purposes, and constructs of classes of measures that appear in Marketing Metrics as part of its
ongoing Common Language in Marketing Project. In a survey of nearly 200 senior marketing
managers, 71 percent responded that they found a customer satisfaction metric very useful in
managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective."

8|Page
 Therefore, it is essential for businesses to effectively manage customer satisfaction. To be
able do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,
might receive a lower satisfaction rating than a budget motel even though its facilities and
service would be deemed superior in 'absolute' terms."

1.1 Objective of the study:

1. To understand the customer satisfaction level by services and facilities provided by

channel partner management.
2. To evaluate various facilities provided by the channel partner management and its
problem areas.
3. To find out the scope for providing different services to the customers.
4. To provide contribution to the company to gain better in sight into customers mind.

1.2 Scope of the study:

1. Interact with channel partners and categorize the channel partners on the basis of Pre-
defined attributes.
2. Increasing the distribution channel of company by registering the channel partners.
3. Creating awareness about branded builder’s project by educating the channel partners
about up-coming and on-going projects of builders.
4. Identifying the gaps in marketing strategy followed by the company through the
interaction with channel partners.

9|Page
Initially project started with the intension of developing loyalty program for the channel partners
& existing customers. Later it included brand awareness and channel management in its scope as
well.

Major findings of the project are

1. Unavailability of proper channel for information gathering. If channel partner needs

information regarding any particular project of company there was no central system
where he/she can contact and collect the specifics of the project.
2. Social networking sites were not used for marketing even in current scenario.
3. On time information flow to channel partners was missing
4. Major data source were in-depth interview/interaction of around 1200 channel partners
from across PCMC for a total period of 60 days.

1.3 Overview of Real Estate Market

India’s Real Estate Sector:

The real estate sector is one of the most globally recognized sectors. In India, real estate is the
second largest employer after agriculture and is slated to grow at 30 per cent over the next
decade.

The Indian real estate market has become one of the most preferred destinations in the Asia
Pacific as overseas funds accounted for more than 50 per cent of all investment activity in India
in 2016, compared with just 26 per cent in 2015.

The real estate sector comprises four sub sectors - housing, retail, hospitality, and commercial.
The growth of this sector is well complemented by the growth of the corporate environment and
the demand for office space as well as urban and semi-urban accommodations.

10 | P a g e
The construction industry ranks third among the 14 major sectors in terms of direct, indirect and
induced effects in all sectors of the economy.

It is also expected that this sector will incur more non-resident Indian (NRI) investments in both
the short term and the long term. Bangalore is expected to be the most favored property
investment destination for non-resident Indian (NRI), followed by Ahmadabad, Pune/PCMC,
Chennai, Goa and Delhi.

Present Scenario of Real Estate:

 The housing sector contributes more than 5% of the country’s Gross Domestic Product
 The housing sector ranks fourth overall in terms of the ‘multiplier effect’ on the economy
which helps our nation grow.
 The residential segment attracts the highest investment, followed by the commercial
realty retail segment and the premium commercial retail segment.
 FDI in real estate will grow from $4 billion currently to over $25 billion in the present or
next decade.
 FDI inflow in 2016 to the real estate sector will increase by more than 20%.
 Rise in nuclear families and continuous growth of population is forcing banks to cut
down on overall number of loans due to massive cash outflow due to allotted loans. Cash
outflow in bulk affects the value of the Indian Rupee and raises prices of almost
everything!

Real Estate Market Overview in (PCMC) Pune:

Real estate plays a crucial role in the Indian economy. It is the second largest employer after
agriculture and is slated to grow at 30% over the next decade. It is expected to touch $180 billion
by 2020. The housing sector alone contributes to 5% -6% of the country’s GDP. Retail,
hospitality and commercial real estate are also growing significantly, providing the much-needed
infrastructure for India’s growing needs.
Pimpri Chinchwad Municipal Corporation (PCMC) is internationally known and acclaimed for
its progressive and sustainable approach to real estate development. The model of urbanization

11 | P a g e
that PCMC follows is known as ‘planned development’, which means that real estate is
developed according to a Master Plan. Today, the real estate sector in PCMC is renowned for its
New Age residential configurations such as integrated townships, which have become the most
preferred option among home buyers.

12 | P a g e
 Chapter 2
PROFILE OF ORGANIZATION
 Profile of Organization

2. Introduction :

2.1 Industry Scenario

“Wisteria Properties” is a real estate marketing company. It was established on Sep 10, 2010 by
Siddharth Lodha & Rishabh Jain keeping in mind to provide excellent and par services to the clients.
Wisteria Properties now converted into Wisteria Real Vision Pvt. Ltd. on April 2013.
Wisteria Real Vision Pvt. Ltd. is a real estate marketing company. We offer complete information and
best services for real estate investment across a wide range of product types including residential &
commercial.

Wisteria Real Vision Pvt. Ltd. is the most trusted real estate marketing company in Pune & PCMC.
They endeavor to ensure that prospective clients gets the opportunity to select from the vast variety in
the properties offered to choose as per their requirements the best suited for them and then purchase the
same with our experts guidance to support them. Even while selling a property we ensure that our client
gets the best deal. Not to mention that when we manage our client’s property that takes away all the
hazels of managing a property from them.

13 | P a g e
From the last five years Wisteria Real Vision Pvt. Ltd. has dignified its moves and made its
heartwarming presence felt in the Pune/PCMC markets. The success story of more than 200 retail
selling projects with 70 builder and developers clearly brings to light the distinctive reach of Wisteria
Real Vision Pvt. Ltd, Pune.

They believe in having complete transparency in dealings, ensuring secure, risk free, legitimate
properties. We wish to surpass all boundaries to emerge as the Most Respected‟ Brand by offering
value for money‟ and ‘variety‟ in three distinct sectors of Investments, Properties &Lifestyle while
catering to every segment of the society.

Company Address:

Wisteria Real Vision Pvt. Ltd., Silver Space, Commercial Building Fourth Floor, Vishal Nagar, Pimple
Nilakh, Pune -411027.

Services:

 Marketing Consultancy
 Property Management
 Finance Advisor & Property Financing
 Selling Of New Projects
 Finding the Right Tenants
 Managing Vendors Relationship
 Buy/Sell/Rent of Properties

14 | P a g e
Identity:

Wisteria specializes in the development and implementation of marketing programs for new and
existing residential housing for prospective buyers.

Our company’s founding principles are

 Customer is King
 Transparency throughout Sales and After-sales
 Ethics and Values
 Building strong relationship with our clients.

Strengths:

 Wisteria is the real estate marketing company in Pune/PCMC. It’s a fast-growing company
in residential & commercial.
 Currently we are promoting / selling more than 20 Lacs Sq. Ft. retail projects.
 We have a vast data base of delighted clients who stand testament to the company’s service.
 Wisteria has a 20 well professional committed team that will leave no stone unturned to
exhibit the highest levels of professionalism, service and integrity

Values, Mission, Vision:

Values:

 Integrity
 Sincere Partnership
 Customer Satisfaction

Mission:
15 | P a g e
  Marketing Consultancy
 Property Management
 Finance Advisor & Property Financing
 Selling Of New Projects
 Finding the Right Tenants
 Managing Vendors Relationship
 Buy/Sell of Properties

Vision:

Wisteria specializes in the development and implementation of marketing programs for new and
existing residential housing for prospective buyers.

Our company’s founding principles are:

 Customer is King
 Transparency throughout Sales and After-sales
 Ethics and Values
 Building strong relationship with our clients.

2.2 Major Players:

16 | P a g e
 FANM Properties Services Pvt. Ltd.

 Ira group Pvt. Ltd.

 Mind Space Realty Pvt. Ltd.

 Goyal Properties

 Kohinoor Developers Ltd

17 | P a g e
  HDFC realty

Q. What we do Realty to Reality:

 Several positive clients testimonials
 Wide array of projects to match client’s requirement perfectly.
 Transparent approach & Personal attention to queries.
 Unbiased guidance to realize your dream home.
 Wide array of projects to match client requirements perfectly.
 Financial assistance to help our clients to realize your dream home.
 Well reputed Brand with 1000+ happy clients.

Q. Why buy through us?

18 | P a g e
  You can choose from plethora of options

Just tell us how your dream home should be and we will give you the magic key that will unfold your
dream to reality
 Ethic Centric

We believe in building a circle of trust by means of strong emphasis on ethics in all our dealings.
 Partnership with Financial Institutions to expedite home loans

We can guide you in finding the right financing options for your home with the right banking
institutions. Based on the feedback we have received from our customers, we have partnered with the
financial institution's relationship managers to expedite the home loan process and make this whole
experience a pleasant one.
 We uphold transparency in our approach

As a marketing Company, our foremost duty is to disseminate the right information to our customers at
the right time. We will post the Project Dashboard to keep you a brief on your home's progress.

Q. Why sell through us?

 We are experts in web marketing. Our professionals are well equipped with strategies for
online marketing and well versed with Social Media and Digital Marketing techniques.
 Enjoy Maximum value for your marketing investment
 We believe in optimum budget high impact marketing that will result in maximum ROI for
our clients.
 One stop shop for realty marketing
 We provide end to end marketing services for the real estate sellers.

19 | P a g e
2.3 Our services include:

 Go-to-Market Strategy
 Property Positioning
 Demand Generation
 Marketing Campaigns
 Multi-Channel Advertising
 Customer Relationship Management
 Brand Promotion

20 | P a g e
 Chapter 3
RESEARCH METHODOLOGY
3.1 Introduction

Research Methodology:

In this study I was supposed to find the customer satisfaction that’s why I have opted the
conclusive method in my research for finding the conclusion.

“Research is a process of steps used to collect and analyze information to increase our
understanding of a topic or issue”. It consists of three steps: Pose a question, collect data to answer the
question, and present an answer to the question

3.2 Research Desing

A research desing is the “blue print ” of the study . The desing of a study defines the study type
(Descriptive , Experimental or causal , Exploratory ) and research question , hypothesis , independent
and dependant variables , data collection method and statistical analysis plan . Research desing is the
framework that has been created to seek answers to research questions .

For the customer satisfaction and preference study a questionnaire was formulated containing
questions which were carried out maily through personal interviews of customers.

There are various types of research desing they are :

 Exploratory Research
 Descriptive Research
 Experimental Research

Quantitative Research:

For this study, I used excel sheet for computing numerical data.

22 | P a g e
Descriptive Research:

The description is used for frequencies, averages and other statistical calculations. Often the best
approach, prior to writing descriptive research, is to conduct a survey investigation.

The problem statement enables the researcher to study the customer satisfaction level of the existing
customers of wisteria real vision estate properties ltd. The descriptive research gssives me an
opportunity to interact with the respondent and take their valuable feedback so as to improve the
services provided by the company.

Scope of Study:

This study helps the company to understand about the customer satisfaction for service sectors in
societies of PCMC area and improve the builder and developers attention towards their services.

Research Instrument:

The data for this research was collected by survey techniques using interview method, guided by
questionnaire.

3.3 Sampling:

Sample denotes only a part of the universe / population. The sample represents the population and is
having the same characterizing as the population. The sample unit is the existing customer of the
company.

3.4 Sampling Method:

I used Probability sampling method for this study. This is a method of selecting a sample from the
population in which all units of the universe are given equal chance of being included in the sample.

23 | P a g e
3.5 Simple Random Sampling Method:

In this study, I used a simple method of random sampling as a statistics, a simple random sample is a
subset of individuals (a sample) chosen from a larger set (a population).

3.6 Sampling Size:

Sampling size is the number of items to be selected from the universe to constitute the sample. In this
study, a sample study of 15 has been chosen from different society.

3.7 Sampling Area:

Sampling area is the area from where the sample is collected in this project the sample area for
collection of data was undertaken from the different society from PCMC area, Pune.

Period of Study:

The study was undertaken between 04/08/ 2023 and 18/09/ 2023.

3.8 Data Collection:

The data required for present study was collected through primary and secondary sources. Based on
finding of data, the analysis of data was further done.

A) Primary Data:

It was a starched questionnaire the type and question were closed ended question .I collected primary
data from the questionnaire. Filling up forms etc. is known as primary data. Primary data is the
information that is collected specifically for the purpose of research project.

24 | P a g e
B) Secondary Data:

The data which has been collected from previous record is known as secondary data. Sources for
collecting secondary data

 Company Brochure
 Company Websites

3.9 Limitations of the study:

1. The Survey was restricted to selected areas in PCMC City only.

2. The time duration of this survey was 45 days only.
3. This project was restricted to the residential properties of wisteria real vision but not
commercials and others
4. the response from the respondent was fair enough but not up to the mark.

25 | P a g e
 Chapter 4
CONCEPTUAL BACKGROUND
 Conceptual Background

Definition:

Customer satisfaction is a term used to describe a scenario when an exchange meets the needs and
expectations of its user. It captures the provision of goods or services that fulfill the customer’s
expectations in terms of quality and service in relation to the price paid. Customer satisfaction, as a
business term, can also be used to measure how the supply of products or services surpasses customer
expectations.

Importance:

1. Performance improvement:

Company creates customer-based process and performance improvement solutions that enhance
resident satisfaction, improve tenant loyalty and increase retention.

2. To align compensation with performance:

Providing market context, plan review and design for the Real Estate Industry that enables you to
align compensation with performance and exceed your Stakeholders' expectations

3. State-of-the-art thinking:

Company provides state-of-the-art thinking and best practice resources, offering useful tools for
meeting the opportunities and challenges facing today's Real Estate Industry.

4. To provide strategies and solutions:

Company provides strategies and solution for the real estate industry that will optimize enterprise
value and improve the company reputation.

27 | P a g e
 The term “Real Estate” is defined as land, including the air above it and the earth below it and any
buildings or structures on it. Land plus anything permanently fixed to it, including buildings, sheds and
other items attached to the structure. Indian real estate can be grouped into four broad segments.

1. Residential
2. Commercial
3. Retail
4. Hospitality
5. SEZ

The real estate sector in India has come a long way by becoming one of the fastest growing
markets in the world. It is not only successfully attracting domestic real estate developers.

Real estate in India continues to be a favored destination globally for investors, developers and
non-resident Indians (NRIs), driven largely by investor-friendly government policies and increasing
globalization.

According to the report by CRISIL, the country's economic growth is major boosting for the
increased demand of real estate in India. Expected Demand for residential space is to grow at a
compound annual growth rate (CAGR) of 19 per cent between 2010 and 2014 - Tier 1 metropolitan
cities are expected to account for about 40 per cent of this.

The top three cities - Mumbai, the NCR and Bangalore account for 46 per cent of total demand
for office space in India.

Foreign direct investment (FDI) of up to 100 per cent is allowed with government permission for
developing townships and settlements. FDI of up to 100 per cent is also allowed in the hotel and tourism
sector through the automatic route.

28 | P a g e
 The Government of India (GOI) has raised the housing loan limit to US$ 52,080 for priority
sector lending. Further, US$ 833 million has been allocated for rural housing fund (RHF) in FY13
budget.

Growing requirements of space from sectors such as education and healthcare provide opportunities in
the real estate sector. Emergence of nuclear families and growing urbanization has given rise to several
townships.

The growth of the industry is attributed mainly to a large population base, rising income level, and
rapid urbanization. The cities and towns in India are expanding and the space requirement for education,
healthcare and tourism provides opportunities in the real estate sector.

The industry in India contributes about 6.3 percent to the country's GDP. It is recognized as one
of the key sector contributing to the country's economic development. Playing an important role in the
Indian economy, as it is the second largest employer after agriculture.

Major categories of houses in India are:

 Co-operative Housing Societies (CHS)

 Condominiums (Row houses)
 Builder flats
 Villas
 Havelis
 Bungalow

Over the years demand and supply for Residential properties has been increased in both Urban as
well as Rural India. Below graph shows the shortage of residential properties in Urban and Rural areas
over the years.

29 | P a g e
 The gap between demand-supply has been decreased due to huge supply by local builders as well
property developers. It has resulted in reduced shortage of residential properties.

Significant increase in real estate activity in cities like Indore, Raipur, Ahmadabad, Jaipur and
other two-tier cities; this has opened new avenues of growth for the sector. It has resulted in major real
estate players launching new projects in Tier-II cities, due to huge demand.

Increased demand in real estate sector is result of rapid urbanization, decreasing household size,
easy availability of home loans, increase in per capita income, repatriation of NRIs and HNIs etc.

In this project the company is used to generate leads form the online portals such as 99acres.com and
magicbricks.com. After generation of leads they give these leads to CRM groups or to some employees
they suppose to do cold calling, this business it totally based on cold calling. Cold calling means
understanding the customer needs according to their need we have to give detail information about the
project of various builders. After that we have to ask for their time to visit the project. If the customer
like the project than the customer has to give token amount to the builder than our half task is
done.When the customer got possession of that property than our task is complete. Our company
provides full service to the customer form booking to possession.

30 | P a g e
Introduction to Study:

Title: “A Study of Customer Satisfaction with Reference to Wisteria Real Vision Pvt. Ltd. in Pune
PCMC Area”

Introduction:

Marketing is an essential function of organizations. In marketing the study of retailer’s perception

help to understand their requirements for better products. No business or organization can succeed
without building customer satisfaction and loyalty. Satisfaction will be determined by the value of the
difference between what the customer receives and what they pay to receive.

Objectives of The Study:

 To understand the customer satisfaction level by services and facilities provided by builder in
PCMC area.
 To evaluate various facilities provided by the builder and its problem areas.
 To find out the scope for providing different services to the customers.
 To provide contribution to the company to gain better in sight into customer’s mind.

Literature Review:

Customer satisfaction is a marketing term that measures how products or services supplied by a
company meet or surpass a customer's expectation. Customer satisfaction is important because it
provides marketers and business owners with a metric that they can use to manage and improve their
businesses.

Customer satisfaction is a term frequently used in marketing. It is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined
as "the number of customers, or percentage of total customers, whose reported experience with a firm,
its products, or its services (ratings) exceeds specified satisfaction goals."

31 | P a g e
 The Marketing Accountability Standards Board (MASB)endorses the definitions, purposes, and
constructs of classes of measures that appear in Marketing Metrics as part of its ongoing Common
Language in Marketing Project. In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and monitoring their
businesses.

It is seen as a indicator within business and is often part of a Balanced Scorecard. Ina competitive
marketplace where businesses compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus employees
on the importance of fulfilling customers' expectations. Furthermore, when these ratings dip, they warn
of problems that can affect sales and profitability.... These metrics quantify an important dynamic.
When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and
highly effective."

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do

this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.

When customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might
receive a lower satisfaction rating than a budget motel even though its facilities and service would be
deemed superior in 'absolute' terms."

32 | P a g e
Q. Why Have I Chosen This Company?

Wisteria Real Vision Pvt. Ltd. is the most trusted real estate marketing company in Pune & PCMC
Wisteria specializes in the development and implementation of marketing programs for new and
existing residential housing for prospective buyer. I have a keen interest to start my career in real estate
sector and this company is a newly established company back in Sep 10, 2010 and is growing rapidly.
Thus I believe this startup company would give me an opportunity to learn new concepts in real estate
sector.

Q. Why Have I Chosen This Topic?

“A Study of Customer Satisfaction with Reference to Wisteria Real Vision Pvt. Ltd. in Pune
PCMC Area”
Customer satisfaction is backbone of every business. It tells you about your strengths and
weaknesses in the services provided by the company. I chose this topic because I was interested to know
which elements affect the customer satisfaction in the real estate sector. Besides it allowed me to
enhance my analytical skills, communication skills, and also understand current market scenario.

Q. Why Have I Chosen This Sector?

Real estate plays a crucial role in the Indian economy. It is the second largest employer after
agriculture and is slated to grow at 30% over the next decade.

Research Framework:

Our project was divided into the following three main sub parts

33 | P a g e
Market Penetration:

Wisteria properties are an old and well-established player in the Real Estate industry. This
company has a strong hold in east and west Pune and currently we are promoting more than 20 Lacks
Sq. Ft. retail projects.

According to wisterias past experience, they believe that majority i.e. around 80 per cent of their
sale of houses/units take place through Real Estate Agents and Brokers who are in Professional terms
called as Channel Partners.

To know more about these Channel Partners and they build a good relationship with developers
as well as customer

The Interns (Management Trainees) were sent out on field to meet the clients in their respective
location and give them to all the respective information about properties and convince to them to buy
the properties.

Lead Generation:

Firstly, I get a lead about client list who want to buy properties and cheeked on Magic bricks
&99acres. After getting lead I called to customer and ask to customer about properties requirement and
according to that guide them.

After that arrange meeting with customer pitched and given all the information on all the ongoing
and upcoming project of that particular location and then side seen or presentation of that particular
project. Give them all that information of the properties. And fulfill customer requirement. Then after
3/4 days, take feedback of that client about those particular properties.

This is how leads were generated by these registered Channel Partners which in turn resulted in
sale of flats.

These Channel Partners are given 2/3 percent Brokerage if the lead they generate finalize and
book the flat/unit in any project.
34 | P a g e
Competitor Analysis:

We had to visit top upcoming or under construction projects in Pune as Mystery Clients/
Customers, find out their flat specifications such as rate per square feet, total flats available, their area
along with proper cost sheet and brochures of the site visited.
The other purpose of competitor analysis was to have a basic idea about the competitor project
planning, size, technology, quality and financial aspect and to get to know the challenges and
opportunities in the current business environment
On daily basis, the data collected above from Registration of real estate agents and brokers as
channel partners and Competitor Analysis had to be entered into ERP system. We would first enter it in
an excel sheet and send it to the team in the corporate office who would then enter it into the ERP
system.

Benefit of Study

Real estate companies have realized the importance of distribution network as being widely used
by other sectors like FMCG, Telecommunication etc. To increase the company’s distribution channel,
company has realized the importance of channel partners in increasing the brand’s reach to more
customers.
In real estate industry channel partners are one of the biggest medium of sales generation, as more
than 50% of the builder’s revenue comes from the deals converted by channel partners. Channel
partners are being paid by organization for completing a deal.

One of the biggest gaps in real estate industry is limited direct access to the customer. Opening
more offices and hiring more sales personnel will incur heavy cost to builders and might not result in
desired improvement in sales. To fill this gap, builders have to highly depend on channel partners.
Reaching out to more channel partners and educating them about Organization and its current projects
will help company in reaching out to maximum customers.

Another challenge faced by company is to establish the loyalty of the channel partner towards the
company. As equal or more commission along with other benefits is being paid by the local builders to
the channel partners. It has resulted in channel partners promoting other competitors projects due to
more personal gain for them.

35 | P a g e
 Primary objective of this study is to generate awareness about the brand among its channel
partners to increase company’s distribution channel. It aims to create and implement loyalty program
for its channel partners. Benefit of this study to the company is that company will be able to increase its
distribution channel and will be able do segmentation of its channel partners, according to their
potential, area of operation and various other attributes. It will in turn help company in achieving its
target of increasing its sales three-fold.

Significance of the study:

For the Developers

As developers more than 50% sales comes through channel partners, its loyalty program for the
Channel partners will help company in retaining their existing Channel Partners and will also help in
attracting new channel partners. This study will provide company deep knowledge of reasons on basis
of which channel partners recommend a project to their customers.

For the past 7 years, company has adopted conservative approach in its marketing strategy as well
as in developing its distribution channel. It gave advantage to its competitors and resulted in aggressive
sales by competitors.

This study will help company in engaging with maximum clients, and educating them. Spreading
information about company’s ongoing current projects.

36 | P a g e
For the Intern

It will provide intern complete understanding of the entire life cycle of sales in real estate
industry. It will also help intern in understanding the know-how of real estate sector and how marketing
and sales is done for this particular field.

Marketing in real estate sector is different from other products, as in most of the cases live product
is not available for the customer to feel and understand it. Convincing customer to buy a particular
property depends on many factors like brand image of builder, channel partner network of builder and
many other factors.

This study will help intern in finding the gaps in marketing strategy of the wisteria properties &
also to understand the area of improvements in its complete process.

Intern will also have a chance to know the actual importance of channel partner in Real Estate, as
it is believed that they contribute towards more than 50% of total sales of the projects.

This project also helps in understanding customer behavior, with the some of the following factors
such as
 Location of project
 Brand perception by Customer
 Brand perception by channel partner
 Price of project by developer,
 Vastu integrated in flats
 Profile of people living in the property
 Proximity to important places (such as station, airport, beach, relatives, office etc.)
 Amenities (such gym, swimming pool etc.) that contribute towards buying a property and
closure of a deal.
 Convincing power of channel partner
 Importance of show flat
 Status of project(ongoing/complete/incomplete)

37 | P a g e
  Lock in period of property

The intern would have a huge scope of learning the core marketing strategy being implemented
by the company to improve its channel distribution and customer base to improve its sales.

Scope of the study

The channel partnership can be a great way for the Real estate agents to build a professional
relationship and think of long-term gains. If the Channel partners promote and market the projects of
our company, not only will they develop trust from their customers but also get repeat customers.

This will help the Channel partners in generating Leads for all the projects of the company. They
can enjoy the flexible business terms with the company and reap the benefits. They can play an active
role in generating new business opportunities.

This can in-turn helps the company to extend its footprint to new geographies.

The Channel partners will get access to the world-class projects of the company in various cities
and they can build on their revenue from the commissions.

Company can enjoy a sense of guaranteed sale of its properties.

Company can expect a significant increase in Marketing and Promotional activities for its
projects and can achieve its sales targets quickly
Channel partners have good knowledge of the local markets and can easily sell properties as
compared to an outstation person.

Channel partners have a database of customers and have more information about customers who
normally buy into high-end properties so that they can approach them if a high-end property is set for
launch in another city from a company of high repute and brand value.

There are a few establishments who have a separate team of Marketing & Sales, a separate set of
38 | P a g e
members for tele-calling, advertising team and a full-fledged office with many employees. They carry
out all the required processed to convert the Leads to actual sales.
Marketing Strategy:

The real estate developers keep on aligning its marketing strategy to lure customers, channel
partners etc.

Company is creating TOMA (top of the mind awareness) in customers and Channel partners
mind, by reaching out to maximum possible channel partners and customers with company details.
Aggressive reach out plan will help in increasing distribution channel of company.
The Methodology is differently followed for all segments and is illustrated as below

Customers:

Firstly, a survey is conducted among the existing booked customer through wisteria with Loyalty
Benefit Questionnaire. These data are feed into the customer relationship management system. This
helps us to understand the customer better and accordingly the loyalty programs would be developed
according to the preference of the customers based on the analysis of the survey.

Some of the most common techniques or loyalty programs which are being used to reach
customers are:

20:80 Schemes:

With sales drying up, developers are attempting to lure homebuyers through the lucrative 20:80
home loan scheme.

It involves the buyer having to just pay just 20% of the total amount up front, and put
in the remaining 80% after getting possession.

39 | P a g e
Waiver:

 Some builders waive Stamp duty charges in order to attract buyers.

 Charges are around 4% to 8% of total price.

Offering Small Flats:

 Instead of 2/3 BHK flats now to lure potential flat owners by building 1 BHK flats.
 Small flats are which most of the middle class can afford.

Free Gifts:

 Some realtors offer free gifts such as gold coin, cars.

 Gifts also include foreign tours.

Early Bird:

 Early investors can avail of discounts. Most real estate projects are developed in phases.
 Even before the basic approvals are in place, developers start marketing projects to Brokers and
some buyers at a discount.

Soft Launch:

 Developers offer 10% to 20% discount to attract buyers and generate cash-flow.
 Investors can earn quick profit by flipping after the project’s formal launch.
 Brokers use pre-launches to offer clients a lower rate.
 For soft-launch sale, the builder signs an agreement with the buyer to sell at a later date. The
final terms and conditions of sale may not be clear at this stage.

40 | P a g e
Hassle Free Documentation:

Facilitate legalities of a Property Deal in a hassle-free and timely manner. Clients do not have
to worry about the paperwork or the legal formalities in a property deal.

Flexible Payment Schedule:

Customers are given options of flexible payment according to their convenience.

Floor Preference:

Customers are given options to choose the floor of their preference.

First Offer:

Customers are given the first offer which is the lowest after which price keep on increasing in
phases of construction of property.

Membership:

Members if buy properties or give referral who buys properties etc. are given benefits as per
their preference in next projects or get points they can in cash with e

41 | P a g e
 Chapter 5
DATA ANALYSIS & DATA INTERPRETATION

42 | P a g e
5.1 Introduction and Importance

This chapter present the research finding through data analysis and presentation of the
research findings. The chapter begins with the demographic data of the research responses.
The chapter presents the finding in line with research objectives; the data is presented in the
form of table, pie charts and bar graphs in line with research design and objectives.

5.2 Data Analysis

Analysis of data is s process of inspecting. cleaning, transforming and modeling data with the
goal of discovering useful information, suggesting conclusion, and supporting decision
making. Data analysis has multiple facets and approaches, encompassing diverse technique
under a variety of name, in different business, science and social domains, Analysis refers to
breaking a whole into its separate component for individual examination. Data analysis is a
process for obtaining raw data and converting it into information useful for decision making
by users. Data is collected and analysis to answer question, test hypothesis or disapprove
theories.

43 | P a g e
5.2.a. Satisfaction level of the sales enquiry handled by the sales executives

Particulars No. of Respondents Percentage

Strongly Satisfied 15 15%
Satisfied 47 47%
Neutral 22 22%
Dissatisfied 12 12%
Strongly Dissatisfied 4 4%
Total 100 100%

Chart No.1 Satisfaction level of the sales enquiry handled by the sales executives

4%
15%
12%

Strongly Satisfied
Satisfied
Neutral
Dissatisfied
22%
Strongly Dissatisfied

47%

Interpretation:

1. 15% respondents are strongly satisfied with sales executive.

2. 47% respondents are satisfied with sales executive.
3. 22% respondents are neutral with sales executive.
4. 12% respondents are dissatisfied with sales executive.

44 | P a g e
 5. 4% respondents are strongly dissatisfied with sales executive.
5.2.b. Satisfaction with the location of society.

Particulars No. of Respondent Percentage

Strongly Satisfied 15 15%
Satisfied 51 51%
Neutral 23 23%
Dissatisfied 7 7%
Strongly Dissatisfied 2 2%
Total 100 100%

Chart No.2 Satisfaction with the location of society.

2%
7%
15%

Strongly Satisfied
23% Satisfied
Neutral
Dissatisfied
Strongly Dissatisfied

51%

Interpretation:

1. 15% respondents are strongly satisfied with location.

2. 51% respondents are satisfied with location.
3. 23% respondents are neutral with location.
4. 7% respondents are dissatisfied with location.

45 | P a g e
 5. 2% respondent are strongly dissatisfied with location
5.2.c. Satisfaction with the promises fulfilled by builder.

Particulars No. of Respondent Percentage

Strongly Satisfied 13 13%
Satisfied 51 51%
Neutral 20 20%
Dissatisfied 11 11%
Strongly Dissatisfied 5 5%
Total 100 100%

Chart No.3 Satisfaction with the promises fulfilled by builder.

5%
13%
11%

Strongly Satisfied
Satisfied
Neutral
20% Dissatisfied
Strongly Dissatisfied

51%

Interpretation:

1. 13% respondents are strongly satisfied with promises fulfilled by builder.

2. 51% respondents are satisfied with promises fulfilled by builder.
3. 20% respondents are neutral with promises fulfilled by builder.
4. 11% respondents are dissatisfied with promises fulfilled by builder.
46 | P a g e
 5. 5% respondents are strongly dissatisfied with promises fulfilled by builder.
5.2d. Satisfaction with the Price.

Particulars No. of Respondent Percentage

Strongly Satisfied 12 12%
Satisfied 53 53%
Neutral 23 23%
Dissatisfied 9 9%
Strongly Dissatisfied 3 3%
Total 100 100%

Chart No.4 Satisfaction with the price.

3%
9% 12%

Strongly Satisfied
Satisfied
23% Neutral
Dissatisfied
Strongly Dissatisfied

53%

Interpretation:

1. 12% respondents are strongly satisfied with price.

2. 53% respondents are satisfied with price.
3. 23% respondents are neutral with price.
4. 9% respondents are dissatisfied with price.

47 | P a g e
 5. 3% respondents are strongly dissatisfied with price.
5.2.e. Satisfaction with external facilities
i. Swimming Pool
Particulars No. of Respondent Percentage
Strongly Satisfied 5 5%
Satisfied 47 47%
Neutral 30 30%
Dissatisfied 14 14%
Strongly Dissatisfied 4 4%
Total 100 100%

Chart No.5 Satisfaction with Swimming Pool

4% 5%

14%

Strongly Satisfied
Satisfied
Neutral
Dissatisfied
47% Strongly Dissatisfied

30%

Interpretation:

1. 5% respondents are strongly satisfied with swimming pool.

2. 47% respondents are satisfied with swimming pool.
3. 30% respondents are neutral with swimming pool.
4. 14% respondent is dissatisfied with swimming pool.

48 | P a g e
 5. 4% respondent is strongly dissatisfied with swimming pool.
5.2.f. Gym Facility

Particulars No. of Respondent Percentage

Strongly Satisfied 20 20%
Satisfied 50 50%
Neutral 16 16%
Dissatisfied 10 10%
Strongly Dissatisfied 4 4%
Total 100 100%

Chart No.6 Satisfaction with Gym Facility

4%
10% 20%

Strongly Satisfied
16% Satisfied
Neutral
Dissatisfied
Strongly Dissatisfied

50%

Interpretation:

1. 20% respondents are strongly satisfied with gym facilities provided by builder.
2. 50% respondents are satisfied with gym facilities provided by builder.
3. 16% respondents are neutral with gym facilities provided by builder.
4. 10% respondents are dissatisfied with gym facilities provided by builder.
49 | P a g e
 5. 4% respondents are strongly dissatisfied with gym facilities provided by builder.
5.2.g. Children’s Park

Particulars No. of Respondent Percentage

Strongly Satisfied 8 8%
Satisfied 52 52%
Neutral 26 26%
Dissatisfied 10 10%
Strongly Dissatisfied 4 4%
Total 100 100%

Chart No.7 Satisfaction with Children’s Park

4% 8%
10%

Strongly Satisfied
Satisfied
Neutral
Dissatisfied
26%
Strongly Dissatisfied

52%

Interpretation:

1. 8% respondents are strongly satisfied with children's park.

2. 52% respondents are satisfied with children’s park.
3. 26% respondents are neutral with children's park.
4. 10% respondents are dissatisfied with children’s park.

50 | P a g e
 5. 4% respondent are strongly dissatisfied with children's park
5.2.h. Satisfaction with internal facilities.
i. Electric Fitting
Particulars No. of Respondent Percentage
Strongly Satisfied 12 12%
Satisfied 49 49%
Neutral 17 12%
Dissatisfied 12 12%
Strongly Dissatisfied 10 10%
Total 100 100%

Chart No.8 Satisfaction with internal facilities Electric fitting

10% 12%

12%

Strongly Satisfied
Satisfied
Neutral
Dissatisfied
Strongly Dissatisfied
17%

49%

Interpretation:

1. 12% respondents are strongly satisfied with electric fitting.

2. 49% respondents are satisfied with electric fitting.
3. 17% respondents are neutral with electric fitting.
4. 12% respondents are dissatisfied with electric fitting.
51 | P a g e
 5. 10% respondents are strongly dissatisfied with electric fitting
5.2.i. Water Availability:

Particulars No. of Respondent Percentage

Strongly Satisfied 12 12%
Satisfied 48 48%
Neutral 10 10%
Dissatisfied 18 18%
Strongly Dissatisfied 12 12%
Total 100 100%

Chart No.9 Satisfaction with internal facilities Water Availability

12% 12%

18% Strongly Satisfied

Satisfied
Neutral
Dissatisfied
Strongly Dissatisfied

10% 48%

Interpretation:

1. 12% respondents are strongly satisfied with water availability

2. 48% respondents are satisfied with water availability
3. 10% respondents are neutral with water availability
4. 18% respondent are dissatisfied with water availability

52 | P a g e
 5. 12% respondents are strongly dissatisfied with water availability
5.2.j. Construction Quality

Particulars No. of Respondent Percentage

Strongly Satisfied 15 15%
Satisfied 44 44%
Neutral 31 31%
Dissatisfied 5 5%
Strongly Dissatisfied 5 5%
Total 100 100%

Chart No.10 Satisfaction with internal facilities Construction quality

5%
5% 15%

Strongly Satisfied
Satisfied
Neutral
31% Dissatisfied
Strongly Dissatisfied

44%

Interpretation:

1. 15% respondents are strongly satisfied with construction quality

2. 44% respondents are satisfied with construction quality
3. 31% respondents are neutral with construction quality
4. 5% respondent are dissatisfied with construction quality

53 | P a g e
 5. 5% respondent are strongly dissatisfied with construction quality
5.2.k. Kitchen Provision

Particulars No. of Respondent Percentage

Strongly Satisfied 28 28%
Satisfied 32 32%
Neutral 30 30%
Dissatisfied 6 6%
Strongly Dissatisfied 4 4%
Total 100 100%

Chart No.11 Satisfaction with internal facilities Kitchen Provision

4%
6%

28%

Strongly Satisfied
Satisfied
30% Neutral
Dissatisfied
Strongly Dissatisfied

32%

Interpretation:

1. 28% respondents are strongly satisfied with kitchen provision

2. 32% respondents are satisfied with kitchen provision
3. 30% respondents are neutral with kitchen provision
4. 6% respondent are dissatisfied with kitchen provision

54 | P a g e
 5. 4% respondent are strongly dissatisfied with kitchen provision
5.2.l. Power Backup and Fire-fighting System

Particulars No. of Respondent Percentage

Strongly Satisfied 7 7%
Satisfied 28 28%
Neutral 27 27%
Dissatisfied 24 24%
Strongly Dissatisfied 14 14%
Total 100 100%

Chart No.12 Satisfaction with internal facilities Power back up and firefighting system

7%
14%

28% Strongly Satisfied

Satisfied
Neutral
24%
Dissatisfied
Strongly Disstisfied

27%

Interpretation:

1. 7% respondents are strongly satisfied with power back up and firefighting system
2. 28% respondents are satisfied with power back up and firefighting system
3. 27% respondents are neutral with power back up and firefighting system
4. 24% respondent are dissatisfied with power back up and firefighting system

55 | P a g e
 5. 14% respondent are strongly dissatisfied with power back up and firefighting system
5.2.m. Lift Condition

Particulars No. of Respondent Percentage

Strongly Satisfied 24 24%
Satisfied 43 43%
Neutral 16 16%
Dissatisfied 14 14%
Strongly Dissatisfied 3 3%
Total 100 100%

Chart No.13 Satisfaction with internal facilities Lift Condition

3%

14%
24%

Strongly Satisfied
Satisfied
Neutral
16% Dissatisfied
Strongly Dissatisfied

43%

Interpretation:

1. 24% respondents are strongly satisfied with lift condition

2. 43% respondents are satisfied with lift condition
3. 16% respondents are neutral with power lift condition
4. 14% respondents are dissatisfied with lift condition

56 | P a g e
5. 3% respondents are strongly dissatisfied with lift condition

57 | P a g e
 Chapter 6

FINDING, LEARNING, CONTRIBUTION AND

LIMITATIONS
 Findings

1. It is observed that 47% respondents are satisfied with enquiry was handled by the sale
executive.
2. It is observed that 51% respondents are satisfied with location of society.
3. It is observed that 51% respondents are satisfied with promises fulfilled by builder.
4. It is observed that 53% respondents are satisfied with price.
5. It is observed that 47% respondents are satisfied with swimming pool.
6. It is observed that 50% respondents are satisfied with gym.
7. It is observed that 52%respondents are satisfied with Children’s park.
8. It is observed that 49% respondents are satisfied with internal facilities Electric fitting.
9. It is observed that 48% respondents are satisfied with water availability.
10. It is observed that 44% respondents are satisfied with Construction quality.
11. It is observed that 32% respondents are satisfied with Kitchen Provision.
12. It is observed that 24% respondents are dissatisfied with power back up and firefighting
system.
13. It is observed that 43% respondents are satisfied with lift condition.

58 | P a g e
 Learning From This Project

I have come to realized that real estate distribution network is as big as sectors like FMCG,
Telecommunication etc. Distribution Channel plays an important role in increasing brand's reach
to more customers. One of the biggest gaps in real estate industry is limited direct access to the
customers. To fill this gap, builders have to highly depend on channel partners.

Customer Satisfaction is the backbone of real estate business. I choose this topic because i
was interested to know which elements affect the customer satisfaction in the real estate sector.
Besides, it allowed me to enhance my analytical skill to understand daily market scenario. This
project helped to measure how product or services supplied by company meet or surpass a
customer's expectation.
In the current scenario increased demand in real estate is result of rapid urbanisation, decreasing
households size, easy availability of home loans, increase in per capita income, repatriation of
NRIs and HNIs etc.

59 | P a g e
 Contribution to The Organization

This project helpful for wisteria to understand the customers, their buying behavior, attitude,
perception, factors influence them to purchase properties and their satisfaction level regarding
services and facilities provided by the wisteria real vision. it helps to find out the scope for
providing different services to the customers. It is also helpful in interaction with channel
partners and identifying gaps in marketing strategy followed by the company.

60 | P a g e
 Limitations
 Time Constraint has prohibited from going deep into the subject.
 The information obtained or the data collected is limited.
 The Study is purely for academic purpose.
 The inexperience makes the study less precise compared to professionals.
 The information provided by the respondents may not be accurate or biased.
 The study is restricted to the specific project of the organization.

61 | P a g e
 Chapter 7

SUGGESTIONS

62 | P a g e
 Suggestions

Though people are satisfied there is large scope for various service providers to improve services
in different areas. Builders need to take initiatives to improve and provide numerous facilities in
multi-storey apartments. Due to increase in population, area gets congested and large number of
service are needed by the people and if all service are available to them at their doorstep they are
will be more than happy which will ultimately benefit the developer:

1. Builder should provide amenities for better customer satisfaction.

2. Builder should provide firefighting system within societies and emergency exit which should
be working mode. Ideally these facilities are provided just for the sake of it. Hence fire drills
can be carried out so that residents overcome such panic situations.
3. Builder should provide park or lawns for functions.
4. Builder should provide eco-friendly services like solar water, water harvesting, waste
dumping, recycled water, etc

63 | P a g e
 Chapter 10

CONCLUSION

64 | P a g e
 Conclusion

From the study, it can be concluded that the satisfaction of customer towards facilities and
services provided by builders in PCMC area to residents are satisfactory. Although, there is a
scope of improvement which has been detailed in the suggestion’s section.

Investment in house is a one time and a huge investment; the real estate sector should realize that
they are in an important profession which happens to be a big part of the consumer’s life
experience. The experience to given has to be delightful so the word of mouth publicity is more.

65 | P a g e
 Chapter 10

BIBLIOGRAPHY

66 | P a g e
 Bibliography

Books:

1. Author Sachin Mittal, The ABC of Real Estate In India, White Falcon Publication, 2018
Edition, Page No. 82 to 305.
2. Author Jayesh Ganatra RERA, The Real Estate, Adhyyan Books International Publication,
2017 Edition Page No. 65 to 188.
3. Author Sanjay Chakravorty, The Price of Land: Acquisition, Conflict, Consequence, ,
Oxford University Publication, 2013 Edition Page No. 48 to 215.

Websites:

1. https://www.wisteriaproperties.in
2. http://www.sgestates.in/blog/customer-satisfaction-in-real-estate-industry
3. https://www.emeraldinsight.com/doi/abs/10.1108/19355181199100014?journalCode=ajb
4. http://accommodationtimes.com/pimpri-chinchwad-pune-real-estate-surging-ahead-of-time
5. Wisteria Real Vision Brochure.

67 | P a g e
 Chapter 11

QUESTIONNAIRE

68 | P a g e
 Questionnaire

Dear Sir/Madam,

I am a student of PDES College of Engineering Manjari (BK), Pune, and presently doing a
project on “A Study of Customer Satisfaction With Reference to Wisteria Real Vision Pvt. Ltd.
in Pune PCMC Area” I request you kindly fill the questionnaire below and assure you that data
generated shall be kept confidential.

Name: _____________________________________________________________________

Gender: Male / Female Location: ______________________

Society Name: ______________________________________ Flat No.: _________

Mob No: __________________________ Email Id: _______________________________

(Tick on below option of your choice)

69 | P a g e
1. What is your current occupation?

 Business
 Salaried
 Student
 Housewife
 Others

2. What is your annual income?

 1-5 Lac
 5-10 lac
 10-15 Lac
 15 Lac & Above

3. What factors influence you to purchase real estate properties?

 Family
 Friends
 Agent
 Advertisement

4. What factors you consider during purchasing of real estate properties?

 Investment
 Family
 Gift
 Others

70 | P a g e
5. Satisfaction level with the way a sales enquiry was handled by the sales executives?

 Strongly Satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly Dissatisfied

6. Are you satisfied with the location of society?

 Strongly Satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly Dissatisfied

7. Are you satisfied with promises fulfilled by builder?

 Strongly Satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly Dissatisfied

8. Are you satisfied with the price?

 Strongly Satisfied
 Satisfied
 Neutral
 Dissatisfied
 Strongly Dissatisfied
9. Are you satisfied with the following external facilities?

71 | P a g e
 Factor Strongly Satisfie Neutral Dissatisfie Strongly
Satisfied d d Dissatisfied
Swimming Pool
Gym
Children’s Park

10. Are you satisfied with the following internal facilities?

Factor Strongly Satisfied Neutral Dissatisfied Strongly

Satisfied Dissatisfied

Electric Fitting

Water Availability

Construction Quality

Kitchen Provision

Power Backup&
Firefighting System

Lift Condition

11 .How satisfied are with the time required to complete the project ?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

12. How Satisfied were you with the accessibility to your individual Property ?

72 | P a g e
 o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

13. How satisfied were you with the overall accessibility of the project ?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

14. How Satisfied were you about the information provided regarding this project ?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

15. How Satisfied were you with the information provided by the City ?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

16. Were the City’s project personal responsive ?

73 | P a g e
 o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

17.Were City’s project personnel courteous ?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

18.How satisfied were you with the information provided by the Contractors ?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

19. Were the Contractor’s personal responsive?

o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

20.How would you rate your experience on our site?

74 | P a g e
o Strongly Satisfied
o Satisfied
o Neutral
o Dissatisfied
o Strongly Dissatisfied

75 | P a g e