M.S.

P MANDALS
DEOGIRI COLLEGE
AURANGABAD

PROJECT REPORT ON

To study the customer perception of the First

Citizen Citibank Credit Card
For Shoppers Stop Ltd
SUBMITTED BY:
MR. SAURABH VILAS KHANDELWAL
MR PRABJYOT SINGH SUKHBHIR SINGH KHANNA
MISS. PALAK DEVEN KASLIWAL
GUIDED BY
SNEHA SHRIWASTAVA

PRINCIPAL
MAJOR JADHAV SIR

2014-15

SUBMITED TO
Dr. BABASAHEB AMBEDKAR MARATHWADA UNIVERSITY,
AURANGABAD.

INDEX
Chapter
No.

Chapter Name

Page No.

Introduction

Industry Profile

Company Profile

Product Profile

10

Objective of Study

12

Research Methodology

14

(i) Primary Data

15

(ii) Secondary Data

15

(iii) Sampling

15

(iv) Scope of the study

16

(v) Limitations of the study

18

Theoretical Background of the study

20

Data Analysis and Interpretation

23

9.

Findings

45

10.

Recommendations

48

11.

Conclusion

51

12.

Bibliography

53

Annexure

55

2|Page

INTRODUCTION

INTRODUCTION
Retailing consists of all the activities involved in selling goods and services to
consumers for their personal, family or household use. It covers sales of goods ranging from
automobiles to apparel and food products and services ranging from hair cutting to air travel
3|Page

and computer education. Sales of goods to intermediaries who resell or sales to

manufacturers are not considered a Retail Activity.
In an era of globalization, liberalization and intense competition to give a
distinct identification to their brands, companies, have to invest huge amount that can be
significantly reduced by effective utilization of Co-branding. Co-Branding is done when two
or more well-known brands are combined in an offer. It is defined as two or more companies
going for strategic alliance in marketing an offer to the target audience.
Knowledge attains maturity and perfection through application in practical field.
Application of Management Principles in all branches whether product, personnel, finance,
marketing, etc. result is more efficient and effective utilization of available resources.
This report has been compiled firstly in partial fulfillment of the requirement for
MBA, secondary to share the practical knowledge and experience gained as result of
continued association with companys marketing branch. The detail mentioned in these report
are based on real situation.

4|Page

INDUSTRY PROFILE

Industry Profile

5|Page

Retailing is defined as the conclusive set of activities or steps used to sell a product
or service to consumers for their personal or family use. Its responsible for matching
individual demands of the consumers with supplies of all the manufacturers.
In India, the retail sector is the second largest employer after agriculture. The retailing sector
in India is highly fragmented and consists predominantly of small, independent and ownermanaged shops. There are some 12 million retail outlets in India. The retail trade in India in
2001 was worth Rs. 11228.7 billion and it is expected to reach
Rs.19069.3 billion by 2012. The proportion of sales through organized retailing is estimated
to increase to around 6% by 2012.

Organized Retailing in South Asian Countries

Type Of Retailing
Malaysia
Thailand
Philippines
Indonesia
South Korea
China
India

Organized Retailing
50%
40%
35%
25%
15%
20%
2%

Unorganized Retailing
50%
60%
65%
75%
85%
80%
98%

Favorable factors for Retail BOOM:

Indian economy is growing very rapidly.

India is ranked as the 12th largest economy in the world in 2004 and fourth largest in
Purchasing-Power Parity Terms.

6|Page

There is increase in the Purchasing Power available with the people.

Youth power is the biggest strength of India. Over 58 % of the Indian Pop os under
the age of 20-30.

Changing demographics and industry structure

Expanding computer technology

Emphasis on lower costs and prices

Emphasis on convenience and service

Focus on productivity

Added experimentation

Retail industry provides immense opportunities to entrepreneurs and workforce as

salespeople and clerks, the industry also has opportunities for people interested in
determining what goods will be sold, getting these goods to the right time and managing the
operations, finances and administration of retail companies.

COMPANY PROFILE

7|Page

Company Profile
Shoppers Stop- a chain of Retail Stores in India owned by the K.Raheja Corp was
started in 1991 for its first store in Andheri, Mumbai. Currently it operates its stores in
8|Page

Bangalore, Hyderabad, Lucknow, Ghaziabad, Jaipur, Delhi, Chennai, Mumbai (Andheri,

Juhu, Malad, Bandra, Chembur, Kandivali, and Mulund), Pune, Gurgaon and Kolkata.
Shoppers Stop Ltd. has redefined retail in India, taking it to the next level. From being
just the sale of goods to consumers, the company has created a unique aura around retail and
turned it into an experience, an indulgence.
Today, Shoppers Stop is a household name, known for its shopping experience. In its
endeavor to make Shoppers Stop a preferred family shopping destination it has come up with
a Loyalty Program in the form of First Citizen Program Membership. The Member of this
Loyalty Program is entitled for the exclusive privileges such as product previews, priority
billing and other special benefits. The members of the First Citizen Program are divided into
three types:1. Classic Moments
2. Silver Edge
3. Golden Glow

PRODUCT PROFILE

9|Page

Product Profile
The First Citizen Citibank Credit Card
10 | P a g e

The First Citizen program of Shoppers Stop makes the shopping at Shoppers Stop more
rewarding for its customers it indeed offers the ultimate shopping experience. Its a program
that gives reward points every time of shopping, also gives exclusive offers and also keeps
you updated with the latest products, schemes and offers. It also provides the facility of
exclusive billing counters which allows you to shop more and not spend more time in waiting
in the line. As a First Citizen Member, the members can enjoy the various levels of Classic
Moments, Silver Edge and Golden Glow.
The First Citizen Citibank Credit Card is Indias first co-branded card in the retail
sector. This card helps one to collect points every time one uses the card to buy merchandise
at Shoppers Stop as well as all other outlets. Also one gets automatic entry into the Shoppers
Stop loyalty programme.
The card is further classified as follows:-

First Citizen Citibank

Credit Card

Golden Glow

11 | P a g e

Silver Edge

OBJECTIVE OF THE
STUDY

Objectives of the study are as follows:

12 | P a g e

To develop strategies for increasing the usage of the First Citizen Citibank Credit
Card

To find out competitive position of Shoppers Stop.

To find the reasons for the non-usage of the card.

To find whether the current benefits aid the customers in their shopping.

To know which more benefits can be developed to attract customer.

To find out which are the other Co-Branded cards utilized by the customers.

To find out which are the NORMAL credit cards held by the customers and in
which level are the credit cards being used.

To find that out of the total annual income how much do the customers spend on
shopping.

13 | P a g e

RESEARCH
METHODOLOGY

Research Methodology:
14 | P a g e

Research Methodology is a way to systematically solve the research problem. It is the

science of studying how research is done scientifically.
For this project, Research Methodology used is very simple.
1. Research Design: - In this research, exploratory research design is been used to
clarify concepts and find out causes of the problem.
2. Data Collection: - For the purpose of achieving the objectives of project data
collection is an important task. The primary data collected in this project is through
the questionnaire prepared for the same. With the help of this Questionnaire, the
customers of the First Citizen Citibank Credit Card were interviewed.
3. Sampling Design: - As there is no specific sampling design for the Non-Probability
sampling hence no thorough sampling design has been used for the research project.
4. Sampling Technique:-The sampling technique used is the Non-Probability Judgement
sampling. This is because according to the sample composition of 1000 people, 260
people were approached according to the appointments given them. The main
characteristics of judgmental sampling are that units or elements in the population are
purposively selected. Since the process of selection is not based on the random
method, a judgment sample is considered to be Non-probability sampling.

SCOPE OF THE STUDY

15 | P a g e

Scope of Study:
16 | P a g e

The main purpose of this survey was to find out the reasons for which the
customers are not using the card and accordingly generate the strategies to increase the usage
of the same. A survey of 260 customers who are holding the First Citizen Citibank Credit
Card but not swiping at the time of shopping was conducted. The research done helps to find
the reasons of why the card is not been used frequently by the customers. The
recommendations given will help out Shoppers Stop to increase the usage of the First Citizen
Citibank Credit Card.

17 | P a g e

LIMITATIONS

18 | P a g e

The Limitations of the project are as follows:

The research was done only for the customers holding the First Citizen Citibank
Credit Card.

The analysis done is as per the information given by the customers and doesnt
include any personal opinions and information.

Also, the research was done within the stipulated time i.e. 40 days.

19 | P a g e

THEORETICAL
BACKGROUND

20 | P a g e

Theoretical Background

Liberalization in India has brought changes in technology, quality, service work

culture and undoubtedly fierce competition. Companies are thinking that this as the golden
opportunity to gain mind share and heart share for which they are using various innovative
tools and techniques. Brands with varying dimensions of attributes, benefits, values, culture
personality and users have the real power to generate wealth. Brands which are storing in
these dimensions command respectable positions in terms if the sales, reputation, image, etc.
Ironically in todays competitive scenario, there is a real battle of brands. This keeps the
marketers on toes to effectively communicate the values their brand possesses. They adopt
many techniques for this; one of these is the
CO-BRANDING.
Philip Kotler defines Co-Branding as two or more well-known brands combined
in an offer. It is defined as two or more companies going for strategic alliance in marketing
an offer to the target audience.

21 | P a g e

Benefits of Co-Branding
Now-a-days companies today are pairing their brands in collaborative marketing
effort to achieve the following benefits:

Many line extensions capitalize on partners brand equity.

Co-branding helps usage extension.

Image reinforcement may take place due to co-branding.

Loyalty programs increasingly include co-branding arrangements. The corporations

are sharing the cost of loyalty programs; hence the promotional costs to the
companies are coming down.
It is observed that Co-branding can be done in various combinations between

national brands, individual brands, family brands or with intangible product like service
ensuring synergistic effect and win-win situation for companies, brands and customers.
A study by the American Marketing Association, which investigated consumers
approach to Co- branding, had found out that among the target audience when told that
Kodak was introducing a new digital imaging product, 20 % of respondents said that they

DATA ANALYSIS
AND
INTERPRETATION

were likely to buy the product, same was the percentage when Sony had introduced the idea.
But when the product was being jointly produced by Kodak and Sony, the figure rose to 80%.
In an era of globalization, liberalization and intense competition to give a
distinct identification to their brands, companies, have to invest huge amount that can be
significantly reduced by effective utilization of Co-branding.

22 | P a g e

Data Analysis and Interpretation

23 | P a g e

How do the customers get the Card?

Table No: 1
Sr,No
1
2
3
4
5
Total

Parameters
On Friends/Relatives Suggestion
Citibank offered the Card
Online Application
You yourself applied for the Card
Others-Shoppers Stop offered the
card

No. of Customers
7
106
0
10
137

Percentage
2
41
0
4
53

260

100

Graph No: - 1

(Source: Survey)

Interpretation:

According to the above diagram, its found that out of the 260 customers were interviewed,
53% of the customers get the card from the Shoppers Stop side and 41% receive the card
from the Citibanks side. There is no online application done from the customers side and
only 4% i.e. only 10 customers of the 260 customers have applied for the card from their
side. Only 7 customers were found who took the card on their friends/relatives suggestion.

24 | P a g e

How many customers are aware of the benefits of the card?

Table No: -2

Classification
Yes
No
Total

No.of Customers
104
156
260

Graph No: - 2

(Source: Survey)

Interpretation:

Out of 260 customers,

60% i.e. 156 customers are not aware of the benefits of the card.
40% i.e. 104 customers are aware of the benefits of the card.

25 | P a g e

How many of the benefits aid the customers?

Table No: - 3

Benefits
1
2
3
4
5
6
7
8
9
10
11
12
13
14

No. of Customers
248
206
251
246
30
250
158
38
44
223
87
101
252
224

Graph No: - 3

(Source: Survey)

Interpretation:

From the above diagram, it can be seen that the following benefits are considered as aiding in
the shopping:

Offers provided at Shoppers Stop

26 | P a g e

Exclusive billing counters

Extra reward points at Shoppers Stop

Regular communication on offers, schemes and discounts

Exclusive shopping festivals

Redemption of reward points

Also from the above diagram, it can be seen that the following benefits were found to be
unaided in the shopping for the customers:

The Emi schemes.

Better interest on outstanding.

Convenient payment of the Card.

Offers on restaurants, grocery outlets.

On-Line Bill Payment.

The aided benefits were rated as follows by the customers

27 | P a g e

Offers provided at Shoppers Stop

Table No: - 4

Ranks
1
2
3
4
5

No. of Customers
9
12
60
57
122

Graph No:-4

(Source:-Survey)

Interpretation:

The above diagram shows that the offers provided by Shoppers Stop help the customers a lot
in their shopping as most of the customers have rated 5 for the benefit.

Exclusive Billing Counters

28 | P a g e

Table No:-5

Ranks
1
2
3
4
5

No. of Customers
26
11
16
68
139

Graph No: - 5

(Source: Survey)

Interpretation:

The above diagram shows that the Exclusive Billing Counters provided by Shoppers Stop for
the payment of their bills help the customers a lot in their shopping as most of the customers
have rated 5 for the benefit.

Extra Reward Points

29 | P a g e

Table No: - 6
Ranks
1
2
3
4
5

No. of Customers
9
11
94
46
100

Graph No: - 6

(Source: Survey)

Interpretation:

The above diagram shows that the Extra Reward at Shoppers Stop for the payment of their
bills help the customers a lot in their shopping as most of the customers have rated 5 for the
benefit.

Regular communication on Offers, Schemes and Discounts

30 | P a g e

Table No: - 7
Ranks
1
2
3
4
5

No. of Customers
6
13
122
48
71

Graph No: - 7

(Source: Survey)

Interpretation:

The above diagram shows that the Regular communication done helps the customers in their
shopping but the customers want that the communication should be done quite early before
the offers or the specific starts, so that customers can take the benefits of the offers.

Exclusive Shopping festivals

31 | P a g e

Table No: - 8

Ranks
1
2
3
4
5

No. of Customers
12
18
36
95
94

Graph No: - 8

(Source: Survey)

Interpretation:

The above diagram shows that the Exclusive Shopping Festivals provided by Shoppers Stop
add up to the shopping benefits of the customers.

Redemption of reward points

32 | P a g e

Table No: - 9
Ranks
1
2
3
4
5

No. of Customers
5
22
32
89
112

Graph No: - 9

(Source: Survey)

Interpretation:

The reward points help the customers in shopping; it helps them at the time of payment of the
bills this can be seen as 44% of the customers have rated 5 for the benefit.

The Unaided Benefits were rated as follows

The EMI Schemes

33 | P a g e

Table No: - 10

Ranks
1
2
3
4
5
Total

No. of Customers
187
22
34
5
12
260

Graph No: - 10

(Source: Survey)

Interpretation:

From the above chart, it is found that 73% i.e. 190 customers out of 260 have rated 1 for the
Emi Schemes, only 4% i.e. 10 customers have rated 5 for the benefit.

Better Interest on Outstanding

Table No: - 11

34 | P a g e

Ranks
1
2
3
4
5
Total

No. of Customers
152
45
38
18
7
260

Graph No: - 11

(Source: Survey)

Interpretation:

From the above chart, it is found that 59% i.e. 153 customers have rated 1 for the Better
Interest on Outstanding and only 2% i.e. only 5 customers have rated 5 for the benefit.

Offers on Restaurants, Grocery, etc

35 | P a g e

Table No:-12
Ranks
1
2
3
4
5
Total

No. of Customers
162
45
37
9
7
260

Graph No: - 12

(Source: Survey)

Interpretation:

From the above chart it is found that, 62% i.e. 161 customers have rated 1 for the Offers on
Restaurants, Grocery, etc. and only 2% i.e. 5 customers have rated 5 for the benefit

Online Bill Payment

36 | P a g e

Table No:-13
Ranks
1
2
3
4
5
Total

No. of Customers
117
59
38
28
18
260

Graph No:-13

(Source: Survey)

Interpretation:

From the above chart, it is found that the 46% i.e. 119 customers have rated 1 for the benefit
and only 7% i.e. 18 customers have rated 5 for the benefit.

More Benefits needed in the card

37 | P a g e

Table No:-14
Sr.No
1
2
3
4
5
6
7
8
9

Benefits
More Reward points
Drop Box facilities
Cash back Offer
Bonus Points offer
Offers in Grocery,etc
Free Gifts
Exchange days
Gift vouchers
Payment Online

Out of 260
137
116
162
138
70
85
87
184
14

Percentage
53
45
62
53
27
33
33
71
5

Graph No:-14

(Source: Survey)

Where else do the customers Shop?

38 | P a g e

Table No: - 15
Sr.No
1
2
3
4
5
6
7
Total

Shopping Malls
Pantaloons
Big Bazaar
Globus
Food Bazaar
Westside
Provogue
Lifestyle
Others

No. of Customers
68
62
23
29
13
16
49
0
260

Percentage
26
24
9
11
5
6
19
0
100

Graph No: - 15

(Source: Survey)

Interpretation:

From the above chart the following can be interpreted:Major shopping is done by the customers in Pantaloons (26%), Big Bazaar (24%),
and Lifestyle (19%) and also others are in Globus (9%) and also Food Bazaar (11%).

Cards used in Shopping

Table No: - 16

39 | P a g e

Competitors

No.of customers

Big Bazaar Card

Lifestyle SBI Card
Pantaloons
Globus
Westside
Total

36
24
18
19
3
100

94
62
49
50
5
260

Graph No: - 16

(Source: Survey)

Interpretation:

From the above table, it is found that 36% of the customers hold the Big Bazaar card,
followed by the Lifestyle-SBI (24%) and Pantaloons (49%).

Normal Credit Cards used in Shopping

Table No:-17

40 | P a g e

Credit Cards

%age

No.of Customers

ICICI-Platinum

ICICI-Gold

31

81

Graph No:-17

41 | P a g e

ICICI-Silver

Stan CPlatinum

Stan C-Gold

Stan C-Classic

21

HDFC-Gold

21

55

HDFC-Silver

HSBC-Gold

21

HSBC-Silver

SBI-Gold

14

36

SBI-Silver

Total

100

260

(Source: Survey)

Interpretation:-

The above table shows that majority of the customers hold the ICICI-Gold Credit
Card (31%), it is followed by the HDFC-Gold (21%) and also SBI Gold (14%).

Reasons for using other cards

Table No:-18
Sr.No
1
2
3
4
5
6
7
8

Graph No:-18

42 | P a g e

Reasons
Better Reward Points From Other Cards
Better Offers and promotions by others
Better Bill Payment Facilities
Better Customer Services
Habituated Towards a specific card
Prefer using Debit card
Prefer payment by cash
Others

Out of 260
100
160
37
217
99
180
5

(Source: Survey)

Interpretation:

From the above graph, the following is been found:1. Out of 260 customers, 217 customers are habituated for using a specific card.
2. Out of 260 customers, 160 customers7 get better offers and promotion from other
cards.
3. Out of 260 customers, 180 customers prefer payment by cash.

Annual Expenses

Graph No: - 19

43 | P a g e

1-5%

2-10%

3-15% 4-20% 5-25%

6-30% 7-35%

8-40%

9-50%

Interpretation:

From the above bar diagram, the following is found about the expenditure of the customers:65 customers spend 20% of their annual income on the given list of expenses.
43 customers spend 25% of their annual income on the given list of expenses.
74 customers spend 30% of their annual expenses on the given list of expenses.

FINDINGS

44 | P a g e

Findings:1. Out of the 260 customers interviewed, 53% of the customers received the card
from the Shoppers Stop side and to 41% of the customers Citibank offered the
card. Only 2% of the customers have received the card on friends and relatives
suggestions. No customers (0%) take the card by doing the online applications.
4% of the customers have asked for the card by themselves.
2. Only 40% i.e. 104 customers were aware of the benefits of the card. Rest of the
60% i.e. 156 customers are not aware of the card benefits.
45 | P a g e

3. Out of all the benefits provided by the card, the benefits like the Regular
Communication on offers schemes and discounts, Exclusive Billing counters,
Redemption of reward points, Offers provided at Shoppers Stop were found to
be useful to the customers.
4. The benefits like the EMI Schemes, Convenient payment options of the card,
Offers on restaurants, grocery outlets, On-Line Bill Payment, were found to be
of very less use to the customers.
5. Customers need more benefits like the Drop Box Facilities, Cash Back Offers.
Also they prefer the Gift vouchers than free gifts as they do get the convenience
from the gift vouchers.
6. 26% of the customers shop at Pantaloons followed by Big Bazaar (24%),
Lifestyle (19%) and also Food Bazaar (11%).
7. 36% of the customers hold the Big Bazaar Card followed by the Lifestyle SBI
Card (24%) and also the Pantaloons card (18%).
8. In regard to the normal credit cards, customers use the ICICI Gold credit card
(31%), followed by the HDFC Gold (21%) and SBI card (14%).

9. Following are the major reasons for using the other credit cards:

Habituated towards the usage of a specific card.

Better offers and promotions from other cards.

Also, customers prefer payment by cash.

10. Out of 260 customers, 182 are in the group who spend between 20-30% of their
annual income in shopping.
11. Majority of the customers are holding the accounts with ICICI, HDFC and also
SBI so they prefer to use the cards linked with those banks.

46 | P a g e

RECOMMENDATIONS

47 | P a g e

Recommendations
The key areas where improvement needs to be made are:1. Following benefits are to be added to the card:-

More Reward Points.

Drop Box Facilities for Cheque payment at Shoppers Stop.
Cash Back Offers.
Bonus Points Offers.
48 | P a g e

 Gift Vouchers as they are more preferred by the customers over the Free
Gifts.
2. The communication done by Shoppers Stop in regards of various offers and
promotions, schemes, etc. should be done well in advance, so that the customers can
avail the benefits.
3. The payment options provided by the card needs to be improved. The customers need
an interest free payment option while at the time of payment of the bills through
cash.
4. Only 40% of the customers were aware of the benefits offered by the card. So an
effective strategy is to be designed so that they are made aware of benefits of the
card. The customers should be shown a comparison between the benefits provided by
Shoppers Stop and other stores.
5. Cash back promotion offer should be floated on regular basis.
6. The specific issues mentioned below should be solved by Shoppers Stop urgently so
that the customers can start using the card at the earliest. The specific issues are as
follows:-

The communication should be done a bit early and on a regular basis.

Some customers find the SMS given by the Citibank in regards of payment
very confusing and are also sent very late.

While at the time of payment of the bills through cash there has been interest
charged.

Wrong name is printed on the card, due to which the card is useless. This
issue is not been solved for the last six months.

Solve the service issues as soon as possible.

Many of the customers havent received the upgraded card, due to which not
using the same.

49 | P a g e

 Big Bazaar Card gives more benefits and better offers and promotions;
Shoppers Stop needs to be come out with better offers.

Billing Counters take a lot of time for the redemption of the points which
makes the usage of the other cards.

Many of the customers havent received the upgraded card, due to which not
using the same.

The first citizen desks take a lot of time for the Gift Vouchers and also on
payment hence usage of other credit card is preferred.

CONCLUSION

50 | P a g e

Conclusion
Thus, from the interviews conducted we can see that the majority of the customers arent
aware of the benefits of the card and those who know the benefits are not satisfied with many
51 | P a g e

of the benefits of the card. Also, customers are in need of better benefits to be added to the
card.
Shoppers Stop should develop strategies for the customers should be informed about
the benefits of the card. Shoppers Stop needs to add the benefits as needed by the customers
so that the usage of the card can be increased. The customer service should be made effective
leading to the effective solving of the customer issues, leading to the increase in the usage of
the card.

BIBLIOGRAPHY

52 | P a g e

Books Referred are:

1. Retail Management/Chetan Bajaj
2. Research Methodology/G.C.Beri
Magazines referred:
53 | P a g e

1. Indian Journal of marketing/Co-branding

2. Retailer Magazine
Websites visited:
1. www.shoppersstop.com
2.

www.google.com

3. www.rediffmail.com

ANNEXURE

54 | P a g e

Questionnaire
First Citizen Citibank Credit Card

55 | P a g e

The purpose of this survey is to help Shoppers Stop to improve its offerings to the members
using the First Citizen Citibank Credit Card.

Kindly tick on the options and also give your opinions where needed.
1. How did you get the First Citizen Citibank Credit Card?

On your friends/Relatives suggestion

Citibank offered you the card.

Online Application.

You yourself asked for the card.

If any others( kindly specify)

2. Are you aware of the benefits of the First Citizen Citibank Credit Card?

Yes

No

3. Which are the benefits you are aware about the First Citizen Citibank Credit
Card

56 | P a g e

Sr.No

57 | P a g e

Benefits

Aided

Unaided

Offers provided at Shoppers Stop

Parking benefits at Shoppers Stop

Exclusive billing counters at Shoppers Stop

Extra reward points at Shoppers Stop

The EMI Schemes

6
7

Regular communication on Offers, Schemes and

Discounts
0% Fuel Surcharge

Better interest on out standings

Convenient payment options of the Credit Card

Bills
Exclusive shopping festivals like POLICE
watches, Damas diamond,Jewellery,etc
Offers on restaurants, grocery outlets,etc

10
11
12
13.
14.

On-Line Bill Payment

Redemption of reward points
Extra points when you buy from in house brands
(...like STOP,Kashish)

4. On a scale of 1 to 5 rate the benefits of the First Citizen Citibank Credit Card in
order of their of importance in your shopping , where 1- least important
& 5- very important

58 | P a g e

Sr.No
1

Benefits
Offers provided at Shoppers Stop

Parking benefits at Shoppers Stop

Rate

3
Exclusive billing
counters at Shoppers Stop
Sr.no
Benefits
1
More reward points like 8pts/100
Extra
points
at Shoppers
Stopat
2 4
Drop
Boxreward
facilities
for Cheque
payment
Shoppers Stop
EMI
Schemes
3 5
Cash
Back
Offers
4
Bonus Points offers
6
Regular
on Offers, Schemes and
5
More
offers communication
in:Discounts
o Grocery
o Health Spas/Gym/Parlors
7
0% Fuel Surcharge
o Airline
o Mobile/Telephone Bills
8
Better interest on out standings
o Restaurants
6 9
FreeConvenient
gift for every
first purchase
of the
the Credit
month Card
payment
options of
7
Exchange
days
in
which
you
can
exchange
your
Bills
products.
8 10 GVExclusive
worth Rs xxx
if youfestivals
spend a like
certain
sum of Rs
shopping
POLICE
xxxwatches,
in and out
of SS.diamond,Jewellery,etc
Damas
9
Getting more reward points if you pay your bills on
11 lineOffers on restaurants, grocery outlets,etc
10. Others if any kindly specify

12
On-Line Bill Payment
5.

13
14

Redemption of reward points

Extra points when you buy from in house
brands(.like STOP,Kashish)

will the following benefits affect your card

6. Apart from Shoppers Stop where else do you shop?

59 | P a g e

Pantaloons

Big Bazaar

Globus

On a scale of
1 to 5 rate
how much

usage for Shopping.--- 1-less

important & 5-very important Ask all these benefits

Rate

Food Bazaar

Westside

Provogue

Lifestyle

Others if any kindly Specify

7. Do you hold cards given by any of these Stores?

8. Which other Credit Cards (normal) do you hold? Also specify the level in which the
card is currently(Titanium, Platinum, Gold ,Amex)

9. Which card do you use for most your requirements?

10. Which are the options that make you use the other credit cards or other payment
modes?

60 | P a g e

Better Reward Points from other cards.

Better offers and promotions given by other cards.

Better Bill Payment Facilities (Grace period, etc).

Better Customer Services of other Credit Cards.

Habituated towards a specific card.

Prefer using Debit cards over credit cards.

Prefer payment by cash.

Others If any kindly specify..

11. How much percentage of your monthly salary do you spend on the following
options? Annually...
Jewellery..

Apparels..

Grocery..

Travel/Booking Air tickets..

Restaurants..

Petrol..

Accessories like perfumes, cosmetics, belts, shoes, bags, etc ..

12. Any specific issue which needs to be analyzed by Shoppers Stop?

.
Thank You for participating in this survey. Your answers will help the Shoppers Stop team to
develop more on the benefits of the First Citizen Citibank Credit Card finally leading to the
satisfaction of the Valued Customers.

61 | P a g e

62 | P a g e