Published Paper Details:

The major emphasis was given on the survey to know market scenario of Indian Oil Corporation Ltd. with basis of preferences and awareness of lubricants and XTRA Power fuel, amounts the customers and their views towards the customer satisfaction in the market and was studied with the help of research techniques. Surveys are one of the absolute best ways to get inputs from potential and/or existing customers. They also allow organization to keep a finger on the pulse of their current clients or audience, so they can be alert to any unusual shifts, either positive or negative. The main objectives of the project were to study the problem of services providing by the fuel stations. The major part of the project included exploring the Company Owned and Company Operated (COCO) and Private owned fuel stations in the betterment of services and standards for IOCL. Customer feedback survey questionnaire has been designed to get the feedback from the customer on mainly 6 parameters viz., quality, quantity, promptness in refuelling, behaviour of staff, maintenance of refueler�s and redressal of customer complaints with different weightage assigned for each parameter. The survey prove to have significant contribution in designing future strategies for company and design a new policy for marketing and bringing the products in forth of present and potent customers. The survey generated notable conclusive statistics that where evident in compelling decision making and giving clearer picture of customer perception about Indian Oil and their product line presented by the company.