Introduction CleanTouch dry cleaning is a concept of Cleaning Services available to individuals and families, including dry cleaning and laundry. CleanTouch dry cleaning intends to offer affordable "luxury" cleaning to all. Quality is made available to everybody. CleanTouch dry cleaning is the best service provider in your area. The core business is the cleaning of clothes. Our professional team is taking care of each item with a great respect. Removal of the spots, small repairs, high quality finishing are some of the features that make CleanTouch dry cleaning different.
More than a dry cleaner, CleanTouch is "Your Cleaning Center", including dry cleaning, laundry, pick-up and delivery as well as related services, Cleaning and advice. Just Be CleanTouch.
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1. Executive Summary The business of laundry services in PAKISTAN is not well established national wide. After analyzed this situation we registered a firm with the name of CleanTouch dry clean. CleanTouch dry cleaning is providing dry cleaning services in a very efficient manner in different areas of Faisalabad. The objective of CleanTouch dry cleaning is to provide best and quality laundry services in the different regions with affordable price. We visualized that the scope of the services is very vast in Pakistan market. We identified that the different regions of Pakistan people to the ordinary washer-men and pay them a cost which we offered for our quality washing services and it is also found that there is no security regarding the provision of washing services as well as customer is not enjoying the other advantages. We selected Faisalabad in the start as test market and we launch our business here in the first phase. On the other hand, CleanTouch dry cleaning is providing not only laundry services but also providing better atmosphere like a club & discounts color brightness better and many other benefits. CleanTouch dry cleaning is also providing a membership to its customer. It can play an important role to make the customer loyal. We have also developed a database and website www.cleantouch.com (in progress) for our customers at which they can check their accounts status online with CleanTouch dry cleaning. For the members of CleanTouch dry cleaning is more facilitating to their customer is that the representatives of the CleanTouch dry cleaning will collect the washable clothes from the member’s home and after washing that clothes will deliver back to the member’s home.
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When we went to the people and asked them various question about their laundry services the answers of the questions were negative. We also asked them a question “do they want any new and best laundry services which fulfill their clothes requirements.” Most of the people answered “Yes”. To keep the answers in view we segmented our total market and select the target segment of the total market and then come with segment needs and requirements that meet the customer satisfaction with latest technology. To spread the awareness about the services of CleanTouch dry cleaning, we adopted some kind of Medias to promote this service. In this context, we use electronic, print, outdoor media for the promotional activities. According to our business requirement we also estimated our investment and our finance requirements that we have need to run the business in the start. We also calculate breakeven analysis and operating statement for the three months. After carried out all the above mentioned activities we got feedback from our users about the services which provided by CleanTouch dry cleaning, their feedback was very much positive.
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Situation Analysis
CleanTouch Laundry service is entering its first year as a start-up business. The idea has been well received and marketing will be critical to the success of the business. CT offers a clean, convenient laundry facility for those that do their own laundry, as well as those in need of optional services. CT will lure customers in with excellent customer service, membership and discount facility, a pick and drop service of clothes, and online service through website to its customers.
2.1.1
Market Summary
We have captured good information about the market and know a fair amount about the target customers. To determine the actual demand for the service a market research survey was conducted in the start of July 2009 and we see many people are interested and have great demand for the offering we are going to deliver through our laundry service. The services are given by other companies are not as good as people demand .The survey was only conducted in Faisalabad because Faisalabad is serving as a test market in the start. The facilities offer to customers like picking the clothes from home and deliver it back to homes as well as optional services such as full service washing, alteration of clothes and 24 hours clean box service, very affordable prices and also guarantee of usage of very good washing material are highly admired from the respondents. CT’s market information will be used to better understand who is served, their specific needs, and how CT can better communicate with them. 4
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2.1.2 Target Market Forecast People and their satisfaction is our target market. To achieve this target the term can be more explained in the following ways.
Segmentation Segmentation can be divided into three classifications. Geographic segmentation The immediate geographic target is the city of Faisalabad 3.2 Million people are living in this city. And from this huge population we will touch only middle and upper middle class in the first phase and in the second phase we will also try to touch the upper and upper upper class. On the other hand job holders in executive posts but outsiders and students who live in hostels also our target audience. Demographic segmentation In the demographic segmentation we classified the customer in the following parameters. Income Family Life Cycle Education. Social class Occupation The above mention parameters will respond us in the following situation Parameter
Description 6
Income Family Life Cycle Education Social Class
Above 15,000 Young Single, Married, Graduation and above Upper Class and Upper Middle Class
Psychographic segmentation This type of segmentation divides the market into groups according to customers’ lifestyles. It considers a number of potential influences on buying behavior, including the attitudes, expectations and activities of consumers. So here with the help of survey we concluded that the person who are educated and job holders has some need about our service. People having business also want to look more prominent due to their dressings and style.
2.1.3 Market Need As we conductive market survey we find that people have a strong need for a laundry service which gives them the facilities that are not fulfilled by the existent laundry providers. So keeping this in our mind we find a gap and make a struggle fulfill the need of people with our quiet clean laundry facility that ensures customer satisfaction and given something extra that they were not expecting. CT seeks to fulfill the following benefits that are important to its customers.
Top-level customer service: The target customers have a fair amount of discretionary income and appreciate good customer service. CL will provide a service that will appeal to these customers.
Clean facilities:
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A comfortable, stylish location and furnishings that offers clients a higher-quality alternative than is currently available.
Delivery on Promised Date: CTL has a very strong network of employees who will make it sure to the customers to provide their clothes on promised date and people will feel the change.
Time Saving Facility: People want to save their time so we with the help of pick and drop service of cloth will defiantly save their time.
2.1.4 Market Trend The market trends for Laundromats are: Now a day’s people become more conscious about their dressing and they want their self more prominent due to their clean and shining cloths. Media has also performing a very clear role in the dressing sensitivity of the people. Now the large numbers of people are doing jobs and they are professional so their executive environment demands that they should dress up mannerly. Technology has driven down the costs of equipment that offer technological efficiencies. Using technology reduces the dependence on human labor.
2.1.5 Market Growth
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The market growth for the CleanTouch has seen 10% market growth. This growth rate is supposed to be maintained for the next three years.
2.2 SWOT Analyses The following SWOT analysis captures the key strengths and weaknesses within the company, and describes
the
opportunities
and
threats
facing
CleanTouch. 2.2.1 Strengths Well-trained staff to ensure optimum customer service. New and latest Machinery that is not used by other service providers. Well thought-out business model addressing market demand. Differentiated facilities. 2.2.2 Weaknesses Competition, although there is a significant differentiation between the competitors because people have strong relationships with their previous service providers. A limited marketing budget needed to create brand awareness. Loan is required to start the business up because huge amount required. Difficult to create awareness and convince people. 2.2.3 Opportunities Participation in a steadily growing industry. 9
Large target market. Consistent
market
demand
due
to
the
reoccurring need to clean clothes. 2.2.4 Threats Future/potential competition from a large franchised business. A large increase in homes built in the area that will decrease the reliance on Laundromats
2.3 Competition Although the service we are providing is very different from the existing service providers but still we have to face many competitors. Serena Hotel Dry Cleaners, AlSaeed Dry Cleaners, Bhati Dry Cleaners, Rainbow dry cleaners, White club drycleaners, Snow white dry cleaners and some other dry cleaners have captured a large market. Their services and facilities are similar, dirty and noisy, with low-end service but even then they have a great loyalty from their customers. Some competitors are also providing membership but their service is not as much standardize as the demand of the people. They have old machine and they use very hard material to clean the clothes.
2.4 Product Offering In the current market we have to face many competitors who has strong market share and customers are loyal to them. So we will distinguish CleanTouch with the help of our strong and innovative product offerings, our main key offerings are given below: Membership offering that will give customers very good discounts. 10
Five franchises with same service standards in one city for customer’s convenience Pick and drop service of cloths from house to house. Urgent and very quick service. Highly trained and professional staff.
2.5 Key to Success The slogan of CleanTouch Dry Cleaners is brighten your life means that we will provide people the satisfaction and they will feel their selves very relax and satisfaction while dressing the clothes washed by us, so our key to success is the different and new service and quality provided by us. Here are some key features that will lead us towards success we can say these are our key to success. Superior customer service. New and innovative offering Service points in main areas. Highly trained staff. New and advance machinery and generator facility. Clean, quiet and convenient facility.
Machines: The new and latest machines used in the cleaning process which are very fast and providing
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maximum satisfaction to the customers and best result to us.
2.6 Critical Issues We have to face some problems while launching the business. The main problem that we have to face to create awareness about our new and innovative idea because we are first time launching this business in the area very professionally. The competitors can easily copy our services and spread their business by copying us so we will very aggressively create demand and get loyalty of our target market through our very aggressive market strategy. On the other hand we have to face the problem of picking the clothes and dropping it back because if a customer wants urgent service and the time he is demanding is not manageable so we will face bad impact from the customers. So to solve this issue we 12
have made some service points in the targeted area where in case of very urgent service the customer will drop the clothes and we will make it sure that the clothes will be delivered back in promised and required duration. Now a days load shedding is also creating a very big problem in every business and our business will also face the same difficulty so we have also installed a generator in our service station to make sure to our customers that our service will be available at anytime.
3.0 Marketing Strategy The marketing strategy will be using a combination of advertising, promotional efforts and word-of-mouth programs to convince people about our superior service and innovative features.
3.1 Mission CleanTouch Day Cleaner’s mission is to provide the customer with the most pleasant laundry experience in the Faisalabad area. We exist to attract and maintain customers. With a strict adherence to this maxim, success will be ensured. Our services will exceed the expectations of the customers.
3.2 Market Objective Maintain steady, controlled growth. Decrease customer acquisition costs by 4% per quarter. Steadily increase market penetration.
3.3 Financial Objective 13
Double-digit growth for the first three years. Reduce overhead by 3% per year. Holding spending, as a percentage of revenues, at a steady level.
3.4 Target Market We have selected the target market in the start the people of Faisalabad. The people doing jobs having monthly income more than Rs. 15,000 and businessmen whose income is more than Rs. 20,000. The students of Local Universities are also our target market and by introducing some student’s packages we will also try to capture as much as we can. We have also segmented my target market in the form of segmentation. In the markets every firm whether product or service oriented have target market. We have also segmented our target market in the form of segmentation.
3.4.1 Positioning CleanTouch will have very good position in the market and target market will accept it with very positive attitude and a new and innovative thing. In our services we have introduced very distinctive features like pick and drop service of clothes, five franchises in the same city have same standard and same prices. Our competitors no doubt are also good and old in this business but our services well be very admire by our customers because we are introducing these features with the affordable price very first time in the city.
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3.4.2 Marketing Strategies The main objective is to position CT as the premier Laundromat serving to the people of Faisalabad. We have plans to quickly increasing market penetration through superior service offerings. The marketing strategy will first seek to build customer awareness regarding the services provided, and then develop the customer base, and finally work toward gathering a loyal following. The message that CT seeks to communicate is that its clean, quiet and innovative facility is orientated toward people. This message will be communicated by various methods. The first method
will
be
advertisements
placed
in
the
Newspaper especially in the Dawn and Naw-i- Waqt. The second method will be a promotional effort based primarily on brushers and local media will be hired. The
third
method
of
communication
will
be
networking. Networking will be used to generate the word-of-mouth referrals.
3.5 Marketing Mix CleanTouch Dry Cleaner’s marketing mix is comprised of the following approaches to pricing, distribution, advertising and promotion, and customer service.
3.5.1 Product We are going to provide dry clean services for ladies and gents clothes, curtains, carpets, blankets etc. CleanTouch dry cleaning, as name implies, it is providing laundry services to the people at the different locations. Different area offices in five locations are serving the people. 15
We have introduced new and fast technology in this sector to capture the market. CleanTouch dry cleaning also providing a club type services in which a member of this CleanTouch dry cleaning can enjoy the discount and can participate in the different events sponsored or arranged by the CleanTouch dry cleaning. A separate data base will be prepared for each members and give them a login address by which they can check the balance and status of their accounts online from the following link, www.cleantouch.com (in progress) Special card is issue to each member that card contains a picture, name, address and a membership number. This service only providing in the regional areas, that area will be specified by the each regional office. Our brand name, slogan and brand mark are as follows;
Brand Name: “CleanTouch dry cleaning”
Slogan: “Brighten your life”
Logo / Brand Mark: 16
3.5.2 Price Price is the major factor of any firm, in this marketing plan, there are two types of services providing by CleanTouch dry cleaning. 1) Membership Services 2) Open Services
Membership Services: Members of CleanTouch dry cleaning are the most important part of the firm. To secure this part the firm has developed a separate Price structure than the open services. We will give 10% to 15% discounts to our members depending on the service they take from us.
Dry Cleaning Items:
1) Suits
5) Blanket
2) Shalwar Kurta
6) Carpets
3) Bed Sheets
7) Sofa Covers
4) Curtain
Price Structure: Gents
Ladies
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Sr.No
Items
Rates Washable Items
Rates
1
Suits (2 pcs)
200
Duppata(cotton)
15
2
Suits (3 Pcs)
230
Duppata(silky)
30
3
Coat
100
Duppata(kamdar)
20
4
jackets
90
Shawl
60
5
Leathers Jackets
175
Lehenga(plain)
125
6
Leathers Jackets(with polish) 450
Sari (banarsi/kamdar)
150
7
Trouser/ pant
45
Gharara(banarsi/kamdar)
125
8
Shirt (cotton)
25
Blouse silk
30
9
Shirt (silky)
30
Shalwar Suit (cotton)
35
10
Shalwar Suit (cotton)
40
Shalwar Suit(silky)
65
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Shalwar suit (silky)
60
Shalwar Suit(kamdar)
60
12
Over Coat
125
13
Tie
25
14
Track Suit(2 pcs)
60
15
Sherwani
150
16
Under Shirt
5
17
Dhossa
80
18
Waist Coat
60
19
handkerchief
7
Curtains Curtains
Rates
Curtains(short) per pcs Curtains (medium)per pcs Curtains(large)per pcs
70 135 175
Linens
Sr. No Washable Items
Rates
1
250
Blanket(DBL)
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2 3 4 5 6 7 8 9 10 11 12 13
Blanket (SBL) Bed Sheet (double) Bed sheet (single) Bed cover Quilt (Polyester single) Quilt (Polyester Double) Table Cloth(small) Table Cloth(Large) Napkin (pcs) Pillows cover Sofa cover(per pcs) Car seat cover Towel
175 40 25 45 140 160 20 30 10 10 40 40 10
14 Carpets:
Rs3.5/square foot
Children:
Half rate up to 12 year old children
3.5.3 Placement In the start we have chosen Faisalabad as our test market. We are going to open 5 franchises in the different areas of Faisalabad and we selected these areas very carefully so that we can cover this huge populated city and get maximum market can share through easy access to our customers. We have selected these area which have shown us their well and get very excited to hear that we are offering such a innovative features through our new dry cleaning services. Following locations we have selected for our franchises: Chiniot Bazar ( Main Branch) D ground Market Nazim Abad Mansoor Abad Millat Town
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When we collected market survey people of these areas shown us we good response and they were very much willing to have our services.
Distribution In this phase of marketing mix we worked very much. The main areas where we are going to deliver our service of picking the clothes from the houses and delivering back to home is the posh areas of Faisalabad like Madina Town, People Colony, D Ground area, Model Town and some other areas. Our main target is the people who are interested to get this service those people will be approached where they live Insha Allah. . Our representatives go to member’s home and collect the washable cloths and brought to our service station and these cloths put into washing process. The washed and pressed cloths deliver back within two days to member’s home with splendid packing in safely manners. We have planned to make regional offices in most demanded areas as selected through our market survey where we employed our representatives who will perform this activity. Note: Such collection and delivery services providing only to the membership holders. The people who are not our permanent members they will collect the clothes from CleanTouch main franchise.
3.5.4 Advertising and promotion:
Promotion is the activity done in order to increase the sales of an organization’s product or services. This is the technique that we are using for the awareness and fame of the product in the market. The main function of promotion includes to 20
inform, persuade and to remind about the product. By using this technique we can create awareness and earn high profit.
Advertisement Vehicles It is the life blood of any service or product. That’s why we have given special intension on the promotion of our services we have used different way to introduce our services in the market. Advertisement is an important part of promotion. You can say that promotion it like a dead body without advertisement. In this context we shall use following advertisement vehicles;
Electronic Vehicles In Electronic vehicle we shall use the following media:
3.6.3 Local Cable Network (Television) Local cables Network is the most and very admired source of creating awareness for our product. So we will use local cables and develop add that will be shown in the different cable networks of the city. We have also mentioned the expenditure that we have to bear for each media. Particulars Commercial Production Cost Moving Words (in 3 months) Commercial Display (15 Seconds) Frequency = 2 time per day Frequency in 3 months Total Cost
Cost Per Unit
Total Cost 20,000.00 800.00 2400.00 800.00 144,000.00
180 Time 166,400.00
Print Vehicles Print media includes Newspapers, magazines, pamphlets etc. we shall use the following media; 21
Newspaper Newspaper is also very main and important source for delivering any massage to the general public. So we will also get benefit from this source. The advertisement will be shown on the different newspapers the detail is given below and size of advertisement is also given below. Particulars Jang Nawa-e-waqt Dawn Total ::
Size 12cm x 4 column width 12cm x 4 column width 12cm x 4 column width
Frequency in One Month
Total Cost 108,000.00 38400.00 43200.00 189,600.00
1 1 1
Pamphlets We will also distribute pamphlets to the homes, offices and the hostels of the universities and also some privates’ hostels. Through this source we can easily show the benefit and create awareness about our very advance and beneficiary service. For this purpose we will hire some people and make it sure that they are delivering pamphlets to the exect locations. Particulars Cost per Pamphlet Total No. of Pamphlets Total Cost
Cost Per Unit 1000 in 400 5,000.00
Total Cost 2,000.00
Out Door Vehicles Signboards --- We have selected a billboard having a size of
10ft x 20ft used in different area of Faisalabad.
Faisalabad
10 ft x 20 ft
4
60,000.00
Banners We are also using banners for advertisement because it has low price and can make attentive our services on the roads
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and squares. The banners we are using having a size of 3 meter x 6 meter each. Particulars
Cost per Unit
Cost per Banner Total No. of Banners Total Cost
Total Cost
200.00 500.00 100,000.00
Promotional Budget: Promotional Budget = 600,000.00 (Budgeted)
Promotional Expenses Media
Vehicles
Electronic Media
Local Cable Network
166,400.00
Newspaper
189,600.00
Print Media
Pamphlets
Out Door Media
Sign Boards Banners
Total ::
Cost
2,000.00 60,000.00 100,000.00 518,000.00
4. Financial Finance is the back bone of every business. There is no business without the finance and usage of finance in efficiently manners is also very important because this is the thing if we do not use properly we are just flop. So keeping this into our mind we planned our usage of resources very carefully and also got help from some experts to tell us the right allocation of our resources. On the other hand on the basis of our cost we set our prices and service fee so this section is planned very carefully so that we can also fulfill the 23
target of profit we want to get back from our precious investment. In fee determination the following factors playing important role. Building Rent Furnishing of Shops Machine Cost Maintenance Cost Gas & Electricity Laundry Supplies Delivery and Collection Expenses Packing Expenses Staff expenses / Salary These are the major Price determinants.
4.1 Initial Investment Required # of P/Unit Particulars Items Cost Machinery Cost 5 150000 Buildings Securities 5 20000 Franchise Furnishing 5 20000 Bikes (On the installment ) 5 15000 Advancer Rent of Buildings 5 12000 Electronic Media Advertisement for all Print Media Units Outdoor Media Opening Ceremony 5 10000 Generators 5 50000 Initial Investment Required For all Franchises
Total Cost 750000 100000 100000 75000 60000 166400 191600 160000 50000 250000 190300 0
Investment Required For one Month ( Expected) Particulars
# of
P/Unit
Total
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Items Maintenance Cost Of Machinery Gas and Electricity Bills Bikes Installment Fuel Charges of Bikes Packing of Dresses Staff Salaries Per Month Rent Cleaning Material
Cost 5 5 5 5 5 5 5 5
1500 15000 1500 600 5000 28500 12000 10000
Cost 7500 75000 7500 3000 25000 142500 60000 50000
Required Per Month Amount to run Setup
370500
4.2 Breakeven Analysis: Breakeven analysis is given below that shows the minimum level of our revenue that we should get from the one month operation to sustain our self at the level of no profit no loss.
Breakeven Analysis for one Month
Suites required per Day (gents) Suites required per Day (Ladies) Pants/Trousers Shirt
Uni ts 1 1 1 1
Per Day Required 30 10 10 15
Pri ce 40 45 45 35
Minimum Estimated Revenue for a day
Total 1200 450 450 525 3050
Minimum Estimated Revenue for a Month for one unit
78750 39375 0
Minimum Estimated Revenue for a Month for all units
4.2 Sales Forecast The sales forecast indicates that growth should be fairly steady as more and more people become aware of CL and the 25
services offered. The sales forecast for the first three months of our operating tenure given below:
Sales Forecast for the First Three Months Units Suites required per Day (gents) Suites required per Day (Ladies)
Per Day estimated
Price
Total Amount
1
60
40
2,400
1
30
45
1,350
Pants/Trousers
1
35
45
1,575
Shirt
1
30
35
1,050
Sales for the one day (estimated)
6,375
Sales For the 1 unit for a month (estimated) Sales For the 5 unit for a month (estimated) Sales For the 5 unit for three month (estimated)
191,250 956,250 2,868,750
On the basis on this sales forecast we have made and operating statement of our company that will for the first three months. It is given on the next page.
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CleanTouch Dry Cleaners Operating Statement For the Period of Three Months Rs.
Rs.
Service Revenue
2,868,7 50
Less Cost of Goods Sold
1,111,5 00 1,757, 250
Gross Profit
Less Operating Expenditures 2 Maintenance Cost Of Machinery
2,500 225
Gas and Electricity Bills
,000 2
Bikes Installment
2,500
Fuel Charges of Bikes
9,000
Packing of Dresses
5,000
Depreciation of Machinery
8,750
7 1 427 Staff Salaries
,500
Per Month Rent Cleaning Material
,000
180 150
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,000
Advertisement Expense
300 ,000
Total Operating Expenditures
Income Before Tax
1,430,2 50 327, 000 34,
Income Tax 10%
Net Income after Taxation
575
292,42 5
Note: for further calculation you can see from excel files.
5.0 Controls The purpose of the marketing plan is to serve as a guide for the organization. The following areas will be monitored to gauge performance. Revenue: monthly and annual, based on plan compared to actual sales. Expenses: monthly and annual, based on plan compared to actual expenses. New customer percentage that meets or exceeds stated expectations. Customer satisfaction that generated repeat purchases and referrals. 28
Survey Form Name_____________________ Age__________________ Marital Status_____________________ Education_____________ Income_______________________ Contact #_____________ 29
Are you satisfied from present laundry services? Yes_________ No_______________ Are the laundry services available to you when you required? Yes_______________ No_______________ Is the laundry services provider registered or not for security purpose? Yes_____________ No_________________ Do you think they are providing better services? Yes_________
No_________
Others_____________ Do you think they use better quality material in their washing process? Yes________
No___________
Others_____________ Is the prices of laundry services is affordable? Yes_________
No__________
Others___________ What prices you pay for: 1. Suits________ 2. Curtains_______3. Shalwar Qameez 4. Blanket________ 5. Bed sheet________6.Pent Shirt Are the laundry services provider deliver back cloths on promise? Yes______________
No____________
Others_________ 30
Dou think there should be some sort of change? Yes_________________
No______________
If we provide better services in affordable price you appreciate it? Yes __________________
No_____________
Date___________________ Sign__________________________
Are you satisfy form present laundry services?
%age
80% 60% 40%
Series1
20% 0% Yes
No
Others
results
Are the laundry services available to you when you requried?
%age
80% 60% 40%
Series1
20% 0% Yes
No
Others
results
31
Do you think they use quailty material in their washing process? 50% %age
40% 30%
Series1
20% 10% 0% Yes
No
Others
results
the washing process effect your cloths?
%age
60% 50% 40% 30% 20%
Series1
10% 0% Yes
No
Others
results
%age
Is the price is affordable? 70% 60% 50% 40% 30% 20% 10% 0%
Series1
Yes
No
Others
results
32
%age
Is the laundry service providers delivered back the cloths on promise? 50% 40% 30% 20%
Series1
10% 0% Yes
No
Others
results
Do uyou think there should be some sort of change? 100%
%age
80% 60%
Series1
40% 20% 0% Yes
No
Others
results
If we provide affordable laundry services with better quality u apperciate ?` 100% %age
80% 60%
Series1
40% 20% 0% Yes
No
Others
results
33
Comments:_________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _______________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ 34
_________________________________________________ _______________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _______________________________
Comments:_________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _______________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _______________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _________________________________________________ _______________________________ 35
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