CHAPTER-I INTRODUCTION CUSTOMER SATISFACTION: Customer satisfaction (often abbreviated as

CSAT) 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”. Customer Satisfaction Survey:
A customer satisfaction survey is an instrument that helps companies measure their customers’ level
of satisfaction with their product/service. This is a key process to help your customers achieve
success. PURPOSE OF CUSTOMER SATISFACTION: Customer satisfaction provides a leading indicator
of consumer purchase intentions and loyalty. "Customer satisfaction data are among the most
frequently collected indicators of market perceptions. Their principal use is twofold:" 1. "Within
organizations, the collection, analysis and dissemination of these data send a message about the
importance of tending to customers and ensuring that they have a positive experience with the
company's goods and services." 2. "Although sales or market share can indicate how well a firm is
performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s
customers will make further purchases in the future. Much research has focused on the relationship
between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction
are most strongly realized at the extremes." PROCESS OF CUSTOMER SATISFACTION: Step 1-
understanding customers expectations, Step 2- Promises to customers, Step 3- Execution, Step 4-
Ongoing dialog with a customers, Step 5- Customer satisfaction surveys. TYPES OF CUSTOMERS: i.
Potential customers, ii. Impulse buying customers, iii. Sale or discount customer, iv. Repeat
customer, v. Ready to buy customer. OBJECTIVES OF CUSTOMER SATISFACTION: i. Keep customer
satisfied, ii. Meet customer needs, iii. Increase repeat business, iv. Build word of mouth reputation,
v. Lower the amount of complaints received, vi. Create effective customer satisfaction goals.
METHODS OF MEASURING CUSTOMER SATISFACTION: i. Use customer surveys, ii. Measure customer
satisfaction score, iii. Find out where you are falling, iv. Pinpoint specifies, v. Check your social media
pages, vi. Access the competitors, vii. Understand customer expectations. IMPORTANCE OF
CUSTOMER SATISFACTION: You should never ignore the importance of customer satisfaction. There
are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is
one of them. Highstandard customer service can win your clients’ hearts and make you recognizable
within your target group. Nowadays when social media play such an important role in making
decisions it’s crucial to keep an eye on the quality of customer service you provide. 1. A Loyal
customer is a treasure you should keep and hide from the world, 2. They can stop being your clients
in a heartbeat, 3. It’s (all) about the money, too, 4. Customer satisfaction is a factor that helps you
stand out of the competition, 5. Great customer experience can take your brand places. FACTORS
AFFECTING CUSTOMER SATISFACTION: Customer satisfaction is the overall impression of customer
about the supplier and the products and services delivered by the supplier. Following are the
important factors that could affect customer satisfaction:  Department wise capability of the
supplier.  Technological and engineering or re-engineering aspects of products and services. 
Type and quality of response provided by the supplier.  Supplier’s capability to commit on
deadlines and how efficiently they are met.  Customer service provided by the supplier. 
Complaint management.  Cost, quality, performance and efficiency of the product.  Supplier’s
personal facets like etiquettes and friendliness.  Supplier’s ability to manage whole customer life
cycle.  Compatible and hassle free functions and operations. INDUSTRY PROFILE:- ONLINE FOOD
ORDERING SYSTEM ONLINE FOOD ORDERING SYSTEM INTRODUCTION: The online food ordering
system is one of the latest servicers most fast food restaurants in the western world are adopting.
With this method, food is ordered online and delivered to the customer. This is made possible
through the use of electronic payment system. Customers pay with their credit cards, although
credit card customers can be served even before they make payment either through cash or card.
So, the system designed in this project will enable customers go online and place order for their
food. One of such business that the internet introduced is an online food ordering system. In today’s
age of fast food and take out, many restaurants have chosen to focus on quick preparation and
speedy delivery of orders rather than offering a rich dining experience. Until recently, most of this
delivery orders were placed over the phone, but there are many disadvantages to this system. It is
possible for anybody to order any goods via the internet and have the goods delivered at his/her
doorsteps. But while trying to discuss the transfer method of the goods and services, attention is
focused on the payment mode. In other words, how possible is it to pay for goods and services via
the internet? This then leads to the discussion of the economic consequences of digital cash. What
are the implementations from the view point of economic? Since the world is fast becoming a global
village, the necessary tool for this process is communication of which telecommunication is a key
player. A major breakthrough is the wireless 2 telephone system which comes in either fixed
wireless telephone lines or the Global System of Mobile communication (GSM). What I propose is an
online ordering system originally designed for use in college cafeterias, but just as applicable in any
food delivery industry. The main advantage of this system is that it greatly simplifies the ordering
process for both the customer and the restaurant. The system also greatly lightens the load on the
restaurants end, as the entire process of taking orders is automated. Once an order is placed on the
webpage that will be designed, it is placed into the database and then retrieved, in pretty much real-
time, by a desktop application on the restaurants end. Within this application, all items in the order
are displayed, along with their corresponding options and delivery details, in a concise and easy to
read manner. This allows the restaurant employees to quickly go through the orders as they are
placed and produce the necessary items with minimal delay and confusion. The greatest advantage
of this system is its flexibility. Due to the great increase in the awareness of internet and the
technologies associated with it, several opportunities are coming up on the web. So many businesses
and companies now venture into their business with ease because of the internet. The “Online food
ordering system” has been developed to over ride the problems prevailing in the practicing manual
system. This software is supported to eliminate and in some cases reduce the hardships faced by this
existing system. Moreover this system is designed for the particular need of the company to carry
out operations in a smooth and effective manner. The application is reduced as much as possible to
avoid errors while entering the data. It also provides error message while entering data. No formal
knowledge is needed for the user to use this system. Thus by this all it proves it is user friendly
online food ordering system, as described above, can lead to error free, secure, reliable and fast
management system. It can assist the user to concentrate on the record keeping. Thus it will help
organization in better utilization of resources. Every organization, whether big or small, has
challenges to overcome and managing the information of the organization of category, food item,
order, delivery, customer. Every online food ordering has the different food item needs and
therefore we design exclusive employee management systems that are adapted to your managerial
requirements. This is designed to assist in strategic planning, and will help you to ensure that your
organization is equipped with the right level of the information and details for your future goals.
Also, for those busy executives who are always on the go, our systems come with remote access
features, which will allow you to manage your workforce anytime, at all times. These systems will
ultimately allow you to better manage resources. HISTORY OF ONLINE FOOD ORDERING SYSTEM:
History in the US; The first online food order was a pizza from Pizza Hut in 1994. The online food
ordering market has increased in the U.S with 40 percent of U.S adults having ordered their food
online once.The online food ordering market includes foods prepared by restaurants, prepared by
independent people, and groceries being ordered online and then picked up or delivered. The first
online food ordering service, World Wide Waiter (now known as Waiter.com), was founded in
1995.The site originally serviced only northern California, later expanding to several additional cities
in the United States. GrubHub was founded in 2004. By the late 2000s, major pizza chains had
created their own mobile applications and started doing 20-30 percent of their business online. With
increased smart phone penetration, and the growth of both Uber and the sharing economy, food
delivery startups started to receive more attention. In 2010, Snap finger, who is a multi-restaurant
ordering website, had a growth in their mobile food orders by 17 percent in one year. Instacart was
founded in 2012. In 2013, Seamless and Grubhub merged. Uber Eats launched in Los Angeles,
California in 2014. By 2015, online ordering began overtaking phone ordering. In 2015, China's online
food ordering and delivery market grew from 0.15 billion Yuan to 44.25 billion Yuan. As of
September 2016, online delivery accounted for about 3 percent of the 61 billion U.S. restaurant
transactions. ONLINE FOOD ORDERING SYSTEM IN INDIA: India’s online food ordering sector saw a
strong growth rate in the number of daily orders, growing consistently at 15 per cent on a quarterly
basis from January to September last year, according to a report from RedSeer Consulting. The
growth has resulted in the number of orders on a daily basis clocking an average of 400,000 during
the September quarter. It has also meant players, including Swiggy, Zomato and Foodpanda, are
investing in in-sourcing deliveries. In the September quarter, self-deliveries grew to 56 per cent of
the total number of orders done by the food-tech sector in India. In-house deliveries stood at 46 per
cent in the fourth quarter of 2016. “It is becoming increasingly clear that food tech is more and more
of a logistics play, restaurant discovery is not a deep competitive advantage. There are clear trends
on customer and seller satisfaction supported by the better delivery speed and compliance that
vouch for superiority of the captive delivery model in Indian market,” said Anil Kumar, founder and
chief executive officer, RedSeer. Having a better control of their deliver fleets, food ordering
platforms were able to bring down the average time taken to deliver a meal from 47 minutes in the
December quarter of 2016 to 42 minutes in the September quarter in 2017. This number is expected
to grow as food tech players look to boost customer satisfaction and have them order more meals.
Swiggy, one of the leading players, has in-sourced deliveries since its inception and continues to
process 100 per cent of deliveries. Zomato, which started off as a restaurant discovery platform and
turned to online food ordering, acquired Runner, a hyperlocal logistics firm in order to boost its own
in-house delivery arm. The growth in 2018 is expected to continue at the same pace. However, Ola,
India's largest taxihailing firm, buying Foodpanda could upset the market. Ola has said it would
invest $200 million into Foodpanda over the next few years, creating a scare that there could be a
price war in the food-tech space again. Currently, players such as Swiggy and Zomato have managed
to maintain the growth despite charging delivery fees for small-ticket deliveries. Experts and industry
watchers say the model of delivering food from restaurants, which is ordered online has been
proven, even if there’s some way to go for firms in the space to begin making profits. This also puts
the sector at risk from being invaded by players with deep pockets, who splurge huge amounts of
money to grab market share and fend off rivals in the hope that they'll be able to turn profitable
someday. COMPANY PROFILE:- SWIGGY Swiggy is India's largest and most valuable online food
ordering and delivery platform. Founded in 2014, Swiggy is based out of Bengaluru. India and, as of
March 2019, was operating out of 100 Indian cities. In early 2019, Swiggy expanded into general
product deliveries, under the brand name Swiggy Stores. In September 2019, Swiggy launched
instant pick up and drop service Swiggy Go. The service is used to pick up and drop off a diverse
array of items, including laundry and document or parcel deliveries to business clients and retail
customers. INTRODUCTION OF SWIGGY  Swiggy is a food ordering and delivery company based out
of Bangalore, India. Swiggy was inspired by the thought of providing a complete food ordering and
delivery solution from the best neighborhood restaurants to the urban foods.  A single window for
ordering from a wide range of restaurants, Swiggy has their own exclusive fleet of delivery personnel
to pickup orders from restaurants and deliver it to customers. Having their own fleet gives us the
flexibility to offer customers a no minimum order policy on any restaurant and accept online
payments for all partner restaurants that they work with.  Their delivery personnel carry one order
at a time which ensures they get reliable and fast deliveries. HISTORY OF SWIGGY: In 2013 two
founders, Sriharsha Majety and Nandan Reddy, designed an ecommerce website called "Bundl" to
facilitate courier service and ship goods within India.[8] Bundl was quickly paused, and they moved
into the food delivery market. At the time, the food delivery sector was in turmoil as several notable
startups, such as Foodpanda(later acquired by Ola Cabs), TinyOwl (later acquired by Zomato) and Ola
Cafe (later closed) were struggling. Majety and Reddy approached Rahul Jaimini, formerly with
Myntra and founded Swiggy and parent holding company Bundl Technologies in 2014. The company
built out a dedicated delivery network and grew rapidly, primarily driven by the focus on logistics
and locking in key resources.  It all started back in 2014 when two BITS Pilani graduates, Sriharsha
Majety and Nandan Reddy decided they wanted to make life easier by Changing the way India eats -
all with just a tap! With their idea of “hyperlocal food delivery”, all they needed was the tech to
power it and Were introduced to Rahul Jaimini, who brought this vision to life with the First website.
And with this, Swiggy was launched as a food ordering & Delivery platform.  In August of 2014,
Swiggy began operations by signing up a few restaurants in Koramangala, Bengaluru. Soon enough,
the first team of Hunger Saviors came into action to deliver food within 40 minutes. Shortly after,
Swiggy raised its first round of funding and launched the app in May of 2015. Fun fact: The
technology that delivers great food right to your doorstep was completely developed in-house! 
With love and support from consumers, Swiggy expanded far and wide, first through the entire city
of Bengaluru and then across the entire country. As they say, the rest is history.  Today, Swiggy is
the leading food ordering and delivery platform in India. The innovative technology, large and nimble
delivery service, and exceptional consumer focus at Swiggy enabled a host of benefits that includes
lightning fast deliveries, live order tracking and no restrictions on order amount, all while having the
pleasure of enjoying your favourite meal wherever you'd like it. Investments and acquisitions: By
2015, the company began attracting external investments. The first was a $2 million investment
from Accel and SAIF Partners, along with an additional investment from Norwest Venture Partners.
The next year, Swiggy raised $15 million from new and existing investors, including Bessemer
Venture Partners and Harmony Partners. In 2017, Naspers led an $80 million funding round into
Swiggy. Swiggy received $100 million from China-based MeituanDianping and Naspers in 2018 and
then later a string of investments took the company's valuation to over a $1 billion. Swiggy acquired
Bengaluru-based Asian food start-up 48East in 2017. Swiggy later acquired Mumbai-based Scootsy
Logistics, a struggling food and fashion delivery service. In 2019, the company invested Rs 31 crore in
Mumbai-based ready-to-eat food brand Fingerlix.