Business Statistics [Color]

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FRi-CHIKS SURVEY [CUSTOMER SATISFACTION]

STATISTICS SURVEYN A T I O N A L C O L L E G E O F B U S I N E S S A D M I N I S T R A T I O N Page 0

BUSINESS STATISTICS

SURVEY REPORT ON fri-chiks

SUBMITTED TO: RAZIA GULAM RASOOLSUBMITTED DATE: 18/08/2011

SUBMITTED BY:

ID NAME

2102019 Qamer Javed Hayat

2102021 Javeria Nadeem

2103170 Moqarrab Haroon


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STATISTICS SURVEYN A T I O N A L C O L L E G E O F B U S I N E S S A D M I N I S T R A T I O N Page 1 of 32

IN THE NAME OF ALLAHTHE MOST BENEFICIENT

THE MOST MERCIFUL


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1. COMPANY PROFILE

1.1.HISTORY

Fri-Chiks came into existence almost 10 years ago. They have 2 company

owned branches and others are being operated by different owners. They

opened first branch in AllamaIqbal town and then expanded into 11

branches in different cities of Punjab. Latest branch was opened in Murree

and they are still striving to grow. Fri-Chiks Is the unique local brand in

Punjab which is providing high quality food in affordable prices and is being

considered an alternative to both homemade food and international

brands. Satisfaction

1.2.TIMELINE

Fri-Chiks came into existence almost 10 years ago

Opened First branch at 8-Kashmir Block Allama Iqbal Town branch which is

company owned branch and also head office

Opened Second branch at G-2 Millenium Mall Johar town

Opened a new branch was in Murree recently which is company owned branch


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2. QUESTIONNAIRE ANALYSIS

Name of RespondentN Valid 25

Missing 0

2.1.NAME OF RESPONDENT

Frequency Percent Valid Percent Cumulative Percent

Valid Aabid Khalil 1 4.0 4.0 4.0

Ashraf Sattar 1 4.0 4.0 8.0

Asif Sharif 1 4.0 4.0 12.0

Banaras Khan 1 4.0 4.0 16.0

Bilal Tanveer 1 4.0 4.0 20.0

FarhanRao 1 4.0 4.0 24.0

HumairaSaeed 1 4.0 4.0 28.0

Junaid Husain 1 4.0 4.0 32.0

KanwerJaved 1 4.0 4.0 36.0

MajidNoman 1 4.0 4.0 40.0

Maria Ali 1 4.0 4.0 44.0

NayyarBadar 1 4.0 4.0 48.0

Nimra Khan 1 4.0 4.0 52.0

RanaTayyab 1 4.0 4.0 56.0

RaoYasir Ali 1 4.0 4.0 60.0

RumaisaShahid 1 4.0 4.0 64.0

Saad Butt 1 4.0 4.0 68.0

Sadia Rashid 1 4.0 4.0 72.0

ShaziaMansoor 1 4.0 4.0 76.0

Shumaila Tariq 1 4.0 4.0 80.0

TalhaZahoor 1 4.0 4.0 84.0

UsmanSaeed 1 4.0 4.0 88.0

Uzma Tariq 1 4.0 4.0 92.0

YeshbaJaved 1 4.0 4.0 96.0

ZeeshanRiaz 1 4.0 4.0 100.0

Total 25 100.0 100.0


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Chart1 [Name of Respondent]


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2.2.GENDER OF RESPONDENT

Statistics

Gender of Respondent

N Valid 25

Missing 0

Mean 1.36

Std. Error of Mean .098

Median 1.00

Mode 1

Std. Deviation .490

Variance .240

Skewness .621

Std. Error of Skewness .464

Kurtosis -1.762

Std. Error of Kurtosis .902

Range 1

Minimum 1

Maximum 2Sum 34


Frequency Percent Valid

Percent

Cumulative

Percent

Valid male 16 64.0 64.0 64.0Female 9 36.0 36.0 100.0

Total 25 100.0 100.0


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Chart2 [Gender of respondent?]

2.3.DID YOU EVER VISIT FRI-CHICKS


Male 64%

Female 36%

Did you ever visit FRI-Chicks?N Valid 25

Missing 0

Mean 1.08


Median 1.00

Mode 1

Std. Deviation .277

Variance .077Skewness 3.298


Kurtosis 9.641


Range 1

Minimum 1

Maximum 2

Sum 27


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Did you ever visit FRI-Chicks?


Percent

Cumulative

Percent

Valid Yes 23 92.0 92.0 92.0

No 2 8.0 8.0 100.0

Total 25 100.0 100.0

Chart

3 [Have you ever visited Fri-Chiks?]

VISITORS

Visited 92%

Not Visited 08%


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2.4.WHAT IS YOUR AGE GROUP?

What is your age group?

N Valid 23

Missing 2

Mean 2.48


Median 2.00

Mode 2

Std. Deviation 1.310

Variance 1.715

Skewness 1.115


Kurtosis 1.206


Range 5

Minimum 1

Maximum 6

Sum 57

What is your age group?


Percent

Cumulative

Percent

Valid below 18 5 20.0 21.7 21.7

19-24 9 36.0 39.1 60.9

25-30 5 20.0 21.7 82.6

31-36 2 8.0 8.7 91.3

37-42 1 4.0 4.3 95.7

above 42 1 4.0 4.3 100.0

Total 23 92.0 100.0

Missing System 2 8.0

Total 25 100.0


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Chart4 [What is your age group?]

2.5.WHAT IS YOUR OCCUPATION?

What is your occupation?

N Valid 23

Missing 2

Mean 2.57


Median 3.00

Mode 3

Std. Deviation .788

Variance .621

Skewness -.234Std. Error of Skewness .481

Kurtosis -.092


Range 3

Minimum 1

Maximum 4

Sum 59

20%

36%

20%

8%4%

4%

AGE GROUPS

Below 18

19-24

25-30

31-36

37-42

Above 42


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what is your occupation?


Percent

Cumulative

Percent

Valid Business 2 8.0 8.7 8.7

Job 8 32.0 34.8 43.5

Student 11 44.0 47.8 91.3

housewife 2 8.0 8.7 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart5 [What is your profession?]

8%

32%

44%

8%

PROFESSIONS

Business

Job

Student

Housewife


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2.6.HOW OFTEN DO YOU VISIT FRI-CHICKS?

How often do you visit FRI-chicks?

N Valid 23Missing 2

Mean 2.87


Median 3.00

Mode 3

Std. Deviation .869

Variance .755

Skewness -.641


Kurtosis .200


Range 3

Minimum 1

Maximum 4

Sum 66

How often do you visit FRI-chicks?


Percent

Cumulative

Percent

Valid daily 2 8.0 8.7 8.7

1-2 times a

week

4 16.0 17.4 26.1

1-2 times a

month

12 48.0 52.2 78.3

occasionally 5 20.0 21.7 100.0

Total 23 92.0 100.0


Total 25 100.0


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Chart6 [How often you visit?]

2.7.SINCE WHEN YOU ARE VISITING FRI-CHIKS?

Since when you are visiting FRI-Chicks?N Valid 23

Missing 2

Mean 2.22


Median 2.00

Mode 1


Variance 1.723

Skewness .881


Kurtosis -.211


Range 4

Minimum 1

Maximum 5

Sum 51

8%

16%

48%

20%

Frequency of Visits

Daily

1-2 times a week

1-2 times a month

Ocassionally


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Since when you are visiting FRI-Chicks?


Percent

Cumulative

Percent

Valid less then 1 year 9 36.0 39.1 39.1

1-2 years 6 24.0 26.1 65.2

3-4 years 4 16.0 17.4 82.6

5-6 years 2 8.0 8.7 91.3

more then 6

years

2 8.0 8.7 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart7 [Since when you are visiting?]

36%

24%

16%

8%8%

Customer Loyalty

Less than 1 year

1-2 years

3-4 years

5-6 years

more than 6 years


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2.8.DO YOU CONSIDER FOOD, PRICE AND BRAND NAME IS IMPORTANT

WHEN VISITING FRI-CHICKS?

Do you consider Food, Price and Brand nameis important when visiting FRI-Chicks?

N Valid 23

Missing 2

Mean 1.96


Median 2.00

Mode 2

Std. Deviation .706

Variance .498

Skewness .061


Kurtosis -.820


Range 2

Minimum 1

Maximum 3

Sum 45

Do you consider Food, Price and Brand name is important when visiting FRI-

Chicks?


Percent

Cumulative

Percent

Valid most

important

6 24.0 26.1 26.1

neutral 12 48.0 52.2 78.3

least important 5 20.0 21.7 100.0

Total 23 92.0 100.0


Total 25 100.0


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Chart8 [Importance of Food, price and brand name]

2.9.ARE YOU SATISFIED WITH FRI-CHIKS DELIVERY SERVICE?

Are you satisfied with FRI-Chicks delivery

service?N Valid 23

Missing 2

Mean 2.26


Median 2.00

Mode 2

Std. Deviation .810

Variance .656

Skewness .590


Kurtosis .349


Range 3

Minimum 1

Maximum 4

Sum 52

24%

48%

20%

Importance of Food, Price & Brand name

Most Important

Neutral

Least Important


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Are you satisfied with FRI-Chicks delivery service?


Percent

Cumulative

PercentValid highly satisfied 3 12.0 13.0 13.0

satisfied 13 52.0 56.5 69.6

dissatisfied 5 20.0 21.7 91.3

highly

dissatisfied

2 8.0 8.7 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart9 [Delivery Service]

12%

52%

20%

8%

Delivery Service

Highly Satisfied

Satisfied

Dissatisfied

Highly Dissatisfied


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2.10. HOW MUCH TIME DO YOU SPEND DURING A VISIT, ON AVERAGE?

How much time do you spend during a

visit, on average?N Valid 23

Missing 2

Mean 2.27


Median 2.00

Mode 2


Variance 1.160

Skewness .403


Kurtosis -1.008


Range 3

Minimum 1

Maximum 4

Sum 50

How much time do you spend during a visit, on average?


Percent

Cumulative

Percent

Valid less then 10 min. 6 24.0 27.3 27.3

10-20 min. 8 32.0 36.4 63.6

20-30 min. 4 16.0 18.2 81.8

more than 30min.

5 16.0 18.2 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart

10 [Time you spend in the branch during each visit]


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2.11. PLEASE RATE YOUR LEVEL OF AGREEMENT WITH THE FOLLOWING

STATEMENTS ABOUT PRICE:

Please rate your level of agreement with the

following statements about price:

N Valid 23

Missing 2

Mean 1.74


Median 2.00

Mode 2

Std. Deviation .619

Variance .383

Skewness .212

Std. Error of Skewness .481Kurtosis -.408


Range 2

Minimum 1

Maximum 3

Sum 40

24%

32%

20%

16%

Time spent per visit

Less than 10 minutes

10-20 minutes

20-30 minutes

More than 30 minutes


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Please rate your level of agreement with the following statements about price:


Percent

Cumulative

Percent

Valid low price 8 32.0 34.8 34.8

affordable price 13 52.0 56.5 91.3

high price 2 8.0 8.7 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart11 [Opinion about prices of products]

32%

52%

8%

Prices of products

Low price

Affordable price

High price


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2.12. HOW LONG ARE YOU WILLING TO TRAVEL TO A FRI-CHICKS

RESTAURANT?

How long are you willing to travel ta a FRI-

Chicks restaurant?N Valid 23

Missing 2

Mean 2.17


Median 2.00

Mode 2

Std. Deviation .984

Variance .968

Skewness .562


Kurtosis -.487


Range 3

Minimum 1

Maximum 4

Sum 50

How long are you willing to travel ta a FRI-Chicks restaurant?


Percent

Cumulative

Percent

Valid less than 1 KM 6 24.0 26.1 26.1

1-2 KM 10 40.0 43.5 69.6

3-4 KM 4 16.0 17.4 87.0

more than 5

KM

3 12.0 13.0 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart12 [Distance you have to cover to reach a branch]


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2.13. HOW YOU COME TO KNOW ABOUT FRI-CHICKS FOR THE FIRST TIME?

How you come to know about FRI-Chicks

for the first time?

N Valid 23Missing 2

Mean 3.09


Median 3.00

Mode 2a


Variance 1.810

Skewness -.049


Kurtosis -1.214


Range 4

Minimum 1

Maximum 5

Sum 71

24%

40%

16%

12%

Distance you have to cover

less than 1 kilometer

1-2 kilometer

3-4 kilometer

More than 5 kilometer


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How you come to know about FRI-Chicks for the first time?


Percent

Cumulative

PercentValid TV/Radio 3 12.0 13.0 13.0

newspaper/magazine 6 24.0 26.1 39.1

billboard/hoarding 4 16.0 17.4 56.5

friends/relatives 6 24.0 26.1 82.6

internet 4 16.0 17.4 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart13 [Which advertisements can attract better?]

12%

24%

16%

24%

16%

Which advertisements can attract better ?

TV/Radio

Newspaper/magazine

Billboard/Hoarding

Friends/Relatives

Internet


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2.14. IS THE ADVERTISEMENT OF FRI-CHICKS ARE ENOUGH TO MOTIVATE

YOU TO VISIT IT?

Statistics

Are the advertisement of FRI-chicks areenough to motivate you to visit it?

N Valid 23

Missing 2

Mean 2.43


Median 3.00

Mode 3

Std. Deviation .728

Variance .530

Skewness -.916


Kurtosis -.414


Range 2

Minimum 1

Maximum 3

Sum 56

Are the advertisement of FRI-chicks are enough to motivate you to visit it?


Percent

Cumulative

Percent

Valid yes always 3 12.0 13.0 13.0

yes sometimes 7 28.0 30.4 43.5

not at all 13 52.0 56.5 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart

14 [Do advertisements attract you?]


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2.15. DO YOU THINK YOU WILL VISIT FRI-CHIKS AGAIN IN NEAR FUTURE?

Do you think you will visit FRI-Chicks

again in the near future?

N Valid 23

Missing 2Mean 1.35


Median 1.00

Mode 1

Std. Deviation .775

Variance .601

Skewness 1.843


Kurtosis 1.522


Range 2

Minimum 1

Maximum 3

Sum 31

Do you think you will visit FRI-Chicks again in the near future?

12%

28%52%

Do advertisements attract?

Yes, always

Yes, sometimes

Not at all


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Frequenc

y

Percent Valid

Percent

Cumulative

Percent

Valid yes of course 19 76.0 82.6 82.6

not sure 4 16.0 17.4 100.0

Total 23 92.0 100.0


Total 25 100.0

Chart15 [Will you visit again?]

2.16. WOULD YOU RECOMMEND FRI-CHICKS TO OTHERS?

76%

16%

0%

Will you visit again ?

Yes ofcourse

Not at all

Not sure


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Would you recommend FRI-Chicks

to others?

N Valid 23

Missing 2

Mean 1.09


Median 1.00

Mode 1

Std. Deviation .417

Variance .174

Skewness 4.796


Kurtosis 23.000


Range 2

Minimum 1

Maximum 3

Sum 25

Would you recommend FRI-Chicks to others?

Frequency Percent Valid Percent Cumulative

Percent

Valid yes of course 22 88.0 95.7 95.7

not sure 1 4.0 4.3 100.0

Total 23 92.0 100.0Missing System 2 8.0

Total 25 100.0


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Chart16 [Will you recommend to others?]

88%

0%4%

Will you recommend to others ?

Yes ofcourse

Not at all

Not sure


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3. RESEARCH ANALYSIS

3.1.OBJECTIVES

1) To identify the age groups of consumers in which Fri-Chiks is being liked2) To identify the professions of consumers in which Fri-Chiks is being liked

3) To identify how often customers visit Fri-Chiks

4) To identify how the loyalty of the customers with Fri-Chiks

5) To identify the various factors which are most important for the customers of Fri-Chiks

6) To identify the level of satisfaction of the customers of Fri-Chiks with various factors

7) To identify how much the customers of Fri-Chiks value the various factors in comparison

with other restaurants

8) To identify the distance which customers of Fri-Chiks have to cover and they are willing

to cover to reach any branch

9) To identify the various media of advertisement which attract customers of Fri-Chiks to

visit it

10)To identify the intention of the customers of Fri-Chiks to visit it again and suggest it to

others

3.2. PROCESS

VISITS AND MEETINGS

1) Our group contacted the head office of Fri-Chiks located at Main Boulevard AllamaIqbaltown

2) We had various meetings with the marketing supervisor at head office to discuss about

their business

3) We also had a meeting with the manager of another branch located in the Sabzazaar

area

QUESTIONNAIRE SURVEY AND ANALYSIS

1) We also went to different people inside and outside the branches to fill our

questionnaire about the marketing of Fri-Chiks2) We analyzed the filled questionnaires and made graphs to interpret all the marketing

information we got through our primary research

3) We use the SSCP software for making the analysis about the questionnaire.

CONCLUSION

This portion includes the evaluation of all the marketing information we got through our

primary research. This evaluation is in the form of various bar graphs and pie charts.


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Chart16 [Ranking of Food as compared to competitors]

Chart17 [Ranking of Delivery as compared to competitors]

0%

20%

40%

60%

80%

100%

Fri-ChiksMcdonalds

KFC

Lahore

Broast

80% 100%

80%

40%

Ranking of Food

Ranking of Food

0%10%20%30%40%50%60%

70%

80%

60% 80%80%

60%

Ranking of Delivery

Ranking of Delivery


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Chart18 [Ranking of Advertisement as compared to competitors]

Chart19 [Ranking of Environments compared to competitors]

0%

20%

40%

60%

80%

100%

40%

100%

80%

40%

Ranking of Advertisement

Ranking of Advertisement

0%

20%

40%

60%

80%

100%

80% 100%100%

40%

Ranking of Environment

Ranking of Environment


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4. SUGGESTIONS

There should be proper advertisement for attracting customers.

The new prices should be updated through advertisement.

To maintain the level of satisfaction.

Should try to compete with the competitors.

Should try to more focus on customer loyalty.

Try to maintain the environment more attractive, peaceful, clean and

tidy to provide healthy outing.

Chart20 [Your suggestions for Fri-Chiks]

Thank you

10%

30%

10%

50%

Your suggestions

Price

Distance

Delivery

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