WORKING SYSTEM IN OPERATIONS

A SUMMER INTERNSHIP REPORT

Submitted by

Rajarshi Mishra
Registration No: 12010800

In partial fulfilment of Summer Internship for the award of the degree of

BACHELOR OF COMMERCE (HONS)

Mittal School of Business

LOVELY PROFESSIONAL UNIVERSITY

Phagwara, Punjab
July, 2022

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 DECLARATION
I, Rajarshi Mishra, hereby declare that the work presented herein is genuine work done originally by me
and has not been published or submitted elsewhere for the requirement of a degree programme. Any
literature, data or works done by others and cited within this dissertation has been given due
acknowledgement and listed in the reference section.

Rajarshi Mishra

Reg. No.:- 12010800

Date:- 24/09/2022

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 Acknowledgement

It is great pleasure for me to acknowledge the kind of help and guidance received to me during my project
work. I was fortunate enough to get support from a large number of people to whom I shall always remain
grateful.

I sincerely thank Mr. Dk Mandal, Assistant General Manager (F&A), Person of amiable personality, for
assigning such a challenging project work which has enriched my work experience and getting me
acclimatized in a fit and final working ambience in the premises of Cost and Budget Section (SAIL).

Last but not the least I would like to extend my thanks to all the employees at Cost and Budget Section
(SAIL) for their cooperation, valuable information and feedback during my project.

Rajarshi Mishra

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 INTRODUCTION

Urban Company is a platform to make our urban lives more fulfilling to solve our needs in a

clap. Prior the name is, UrbanClap.

Urban Company is India's largest at-home services marketplace. The platform helps customers

hire trusted professionals for services such as salon at home, cleaning, plumbing, carpentry,

interior design, wedding photography, yoga training and more. Since its inception in 2014,

Urban Company has built a network of 100,000+ hand-picked service professionals, and

served over 2 millioncustomers across major metropolitan cities of India.

Urban Company is a platform to make our urban lives more fulfilling to solve our needs in a

clap. Hence the name, UrbanClap. It enables users to find any service professional like a

plumber, a wedding photographer, a yoga teacher, or an interior designer. They want to be the

go-to platform helping customers complete the projects that are important to their urban lives

– everything from designing their homes to capturing key moments, learning arts, filing taxes,

and getting healthier etc. Urban Company is recognized as the fastest-growing startup in India.

Customers hire trusted professionals for all their service needs. Consisting of young and

passionate people working tirelessly to make a difference in the lives of people by catering to

their service needs at their doorsteps. Currently, the company has employed over 300 people,

with over 65,000 professionals having been enlisted. It is fully operational in at least 16 cities

in India

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Organized service commerce is a large yet young industry in India. While India is a very large

market for home and local services (~USD 50 Billion in retail spends) and expected to double

in the next 5 years, there is no billion-dollar company in this segment today. The industry is

barely ~20 years old, with a sub-optimal market architecture typical of an unorganized market

– fragmented supply side operated by middlemen. As a result, experiences are broken for both

customers and service professionals, each largely relying upon word of mouth to discover the

other. The industry can easily be 1.5-2x larger than it is today, if the frictions in user and

professionals journeys are removed – and the experiences made more meaningful and joyful.

Urban Company is a “services platform”, with the bold ambition to organize the key verticals

withinthe service commerce industry, bringing in the benefits of scale - structured processes,

systems,standardization, transparency and trust. This platform will enable billions of dollars

in commerce annually, and create jobs for 1 million+ service professionals. The key industries

that we are going to organize over the next few years include – home improvement, home

maintenance & repairs, appliance repairs, salon spa & makeup services, fitness & health at

home, academic tuitions, photography & events, packing & moving etc.

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ABOUT CO-FOUNDER

Abhiraj Bhal

Abhiraj is responsible for operations and

service provider on-

boarding at UrbanClap, he was a consultant

with The Boston Consulting Group, advising

fortune 500 companies across India, Germany

and South East Asia. He holds a B.Tech in Electrical Engineering from IIT Kanpur and an

MBA from IIM Ahmedabad.

Raghav Chandra

Raghav leads the technology and product development at

UrbanClap. He has spent the majority of the last decade at
the silicon valley. He was a software

engineer at twitter in San Fransisco. Raghav holds a

Bachelor of Science degree in Computer Science and

Engineering from the University of California, Berkele

“When we went international, it hardly took us a month to launch in the first

new country because a lot of the fundamentals had already been built in,”

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Varun Khaitan

Varun is responsible for marketing and product growth

Urban company. Prior to the Urban Company founders and

Varun worked at the Boston Consulting Group where he

advised leading companies across USA, Turkey and India on

business strategy and on Qualcomm Inc. where he designed

next generation mobile technology. He holds a B.tech in Electrical Engineering from IIT

Kanpur.

BUSINESS MODEL

Urban Company, the name has made our at-home services so easy. It has revolutionized the way
we were using our various services.

Earlier, we had to go out to get our services done. But with Urban Company, we get to enjoy them
at home. The services include beauty, spa, repair work, cleaning, and more.

• It aims at providing authentic and affordable services to the users. To enable these home services
and manage the processes, the company possesses a great business model. Its model ensures the
connectivity of skilled professionals with service users.

while look at the business model of Urban Company the company involves proper planning,
management, and business strategies. This helped them to become one of the most popular startups.

 For white collared services, which are the larger part of the business, like

photographers, interior designers or yoga instructors, Urban Company makes the

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 effort to understand exactly what you need, and helps you hire the right professional,

in your budget, most suited to meet that need. This is done through an automated

match-making algorithm, which the team is investing heavily to continue perfecting.

In order to have certainty about the professionals that they hire, as in if the people they are

hiring are legitimate, they have a system of background check and police verification by

partners app so that quality of service can be maintained.

For the purpose of such work, they are smart enough to have hired a retired Superintendent

of which again helps in creation of a job opportunity.

Chapter 2

About role

Operations and Research of existing category details repots are given below:

Business Partners: The channel partners who help in service distribution like CFD (Carrying &
forwarding department) The Partners which buys our product for giving Service to customer . This
may be Prime, Classic And luxe and Service transfers from UC to Customer House Service
transfers from Partners to customer (end user)

Some of Terms Used By company

G.S. - General Salon is basic way of traditional and Unconventional way of service done by visiting
to salon

LS.- Luxe salon:(LS) consists of luxury brand salon and where service will cost approx. 2500

Teams used in product business of UC

UC – Urban Company: Includes Product categories in skin care and hair care. UM- Urban Makeup:
Includes Makeup/ Color Cosmetics product range.

Urban Professional: Urban Product categories are placed only at Salons/Spa & Parlours.

EBO : Exclusive Band Outlet retail is the mode of trade where products are being placed at
Exclusive Outlets based at Malls premises.

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B.A.- Manned Channel: This is the channel which is driven by a product consultant named “Beauty
Advisors (B.A.) They are available Training house. & User app (as per requirement).

How urban company partners procure their product

• Cosmetics Store

• Chemist

• Self Service Store

• Hyper Market

• Departmental Store

• PTS: Price to Service (Species price by the company)

– PTS = PTS - Commission MARKUP

• Cost Price: The selling cost of the product after considering the cost of manufacturing and profit
margins.

• Markup: The amount added to the cost price of goods to cover overheads and profit.

• Markdown: The amount by which an original selling price is reduced.

• Merchandising: Value additions on product display by use of point of sales material, collaterals
etc

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HOW UC WORKS

1. The first step is simple and precise for the customers to understand the

services and facilities and how they are to be accessed.

2. Urban Company filter the choices and narrow it down to the choices picked up by their

customers and keep in mind the importance of transparency and the level of the

transparency their customers are looking for in order to gain their trust. Looking for in

order to gain their trust.

2.After customer have chosen their suitable professionals. Customers get in touch with the
professionals through them to assure that they have chosen what they want and avoid
misconceptions

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3.After having assured that their customer is satisfied and ready they promise their best to the
customer.

MARKET COMPETITORS:

 Sulekha

 Localoyee

 Taskbob

 Local Vendors

 Yes madam
“UC got Best IN COMPETITION Award in FY 2021”
 Cerepil

INVESTORS

 Rathan Tata

 VY Capital

 Saif Partners

 Accel Partners

 Bessemer Venture Partner

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MARKETING TECHNIQUES USED BY URBAN COMPANY

The most important factor of marketing technique for companies like Urban Company is Word

Of Mouth. So the most part of promotion involves people talking about it. Other than that they

use social media for their promotion by the mode of advertisement.

At first, they divided the target market into different segments say students , working people

for example,

For most of the students group there used to be a link in the top right corner of their facebook

screens with cooked food images saying ‘Missing Home Cooked Food’ which created a

Curiosity among the people living away from their houses and the fuss having been created

they acquired a large share of market in most of the student areas!

Initially, when this Delhi based company began spreading its market area in Mumbai, they

chose one girl to carry out this little technique.

On the 1st day they sent her a chocolate without any name or address.

On the 2nd day they sent her a cake with the mere name of the cake shop

On the 3rd day they sent her a bouquet

And then on the 4th day they sent her an e-mail telling her that it was them sending her all those

things.

With this what happened was that in the span of those 4 days, the girl called every person

including her relatives, friends and colleagues being disturbed with who it was that had been

sending her all those items. So when these guys came clean they had already acquired an entire
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circle of 1 person which in itself happened to be a great achievement and a brilliant idea of

marketing.

Then they came up with the advertisements of special occasions like mother’s day, different

festivals, etc. Similarly when they designed their project for Pune, they made advertisements

in a way that it looked like moving to Pune is the simplest thing that can be done but there’s

something left to do and they came up with what you should do before doing that.

The bottom-line of there strategy even according to its co-founders is that everything a person

can possibly think of having to do or get it done be it because of the weather, or because of the

traffic, or pollution all it is required for them is to can clap their hands and Urban Company

will bethere to fix that.

SWOT ANALYSIS

 S- STRENGTHS

 Wide range of choices in services.

 Direct Interaction between the professionals and customers.

 The services are mostly provided at the residence, office or chosen venue of the

consumer.

 Service is available on android/ios app as well as through website

 It has over 10,000 customers on their platforms and connections worth 5crores of

business value.

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 W- WEAKNESS

 Lack of awareness among the Indian population regarding online services provided by

Urban Company.

 Lack of trust among the Indian population because it comes under e-business.

 The share of people in rural area is more than urban area therefore it becomes difficult

for u.c to reach the masses.

O- OPPORTUNITIES:

 Expansion of business: By targeting other service lines company can increase their

revenues as well as it can have Economies of scale.

 Expanding their Product categories: This will increase their customer base & at the

same time will reduce the cost of acquisition and customer switch.

 T- THREATS

 Stiff competition from other players

 New rules and policies by new government

 People prefer traditional approach

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VISION AND MISSION STATEMENT

 Vision

 To evolve and position the company as a world class, progressive, cost effective and

customer friendly company providing services at home

 Committed to excellence in serving the public.

 To provide luxury services at affordable prices

 Mission

 To provide excellent professionals and services and improve its position as a leader in

quality services.

 Build and maintain a team of motivated workforce with high work ethos.

 Use latest technology aimed at customer satisfaction and act as an effective catalyst for

socio economic development.

COMPANY’S VISION

Urban Company vision is to empower 2 million+ service professionals to become micro

service entrepreneurs. Prior to joining UrbanClap, most of these professionals, be it plumbers,

beauticians, carpenters etc., would typically earn INR 10-15k per month, working for a local

shop, aggregator or as a freelancer. The Urban Company platform enables these professionals

to become micro-entrepreneurs by helping them in 5 key areas –

Customer Access & Brand

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  Working as an individual franchisee of UrbanClap

 Access to a steady stream of customer orders, forming >80% of the service

professional's business, if not 100% Financing & Insurance

 Opening bank accounts, access to loans for upfront kits, 2-wheelers, home etc

 Life and Accidental Insurance Programs Tech-Led Standardization

 Standardizing the service - creating SKUs, fixed and transparent pricing, clear service

deliverables, defined SOPs, delivery tracking, payment systems, reviews etc., to help

remove friction from the service experience Training & Certification

 Soft and Core Skills Training imparted in our training centers and via the app Product

Procurement.

 Purchasing consumables (Spares, cosmetics, paints etc.) needed for service delivery in

bulk.

This helps service professionals become more organized, and multiplies their earnings. E.g. -

Beauticians typically earn INR 40 to 50k per month with no upper ceiling (Many earn > INR

100k per month), while in the local salons, they would earn between INR 8 to 15k per month.

OBJECTIVES

It is of utmost importance that a project’s objectives are stated clearly as these will impact

every decision in the project lifecycle.

Project objectives must be measurable and contain key performance indicators that will be

used to assess a project’s success. These indicators will often encompass areas such as budget,

quality, and time to completion.

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They are the specific goals that everyone hope to accomplish within the project.

The Objectives of carrying out a major project on Revenue Generation by Fitness Category at

Urban CompanyTechnologies India are the following;

 To study the revenue generated by fitness category.

 To study the demand of female and male trainer in market.

 To compare the market Position of Urban Companywith its existing competitors and

identify its market share.

 To know the trail complete percentage and trial cancelled percentage.

 To know the satisfaction level of respondents.

 To compare revenue generated by various services.

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Chapter 2
How We evaluated Customer behavior before starting any category

As I have started my internship is in operation and research work for category luxe and it

include Methodology and systematic, theoretical analysis of the methods applied to a field of

study and research. It comprises the theoretical analysis of the body of methods and principles

associated with a branch of knowledge. Typically, it encompasses concepts such as paradigm,

theoretical model, phases and quantitative or qualitative techniques. This internship journey

aims to understand the research methodology in operation establishing a frame of evaluation

and revaluation of primary and secondary research about partner behavior. The technique and

concepts used during primary research to arrive at findings. Which are also deal with and lead

to a logical decision towards the analysis and result.

RESEARCH DESIGN IN OPERATION

I propose to conduct an intensive primary and secondary research to understand the full
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Behaviour of Partners in unorganized sector implication of the industry to review and critique

, which I feel remain unanswered or liable to change , this shall be further taken up in the next

stage of exploratory research .This stage helps me to restrict and select only the important

question and issue, which inhabit growth and segmentation in the industry.

SOURCES FOR DATA COLLECTION:

(a) Primary Data Collection Sources:

It has been collected by forming a proper questionnaire. Questionnaire is a systematic and

structured manner of collecting data for conducting experiment. The nature of the

questionnaire is very inductive and fundamental. It has been kept in a proper framework to

make it clear to the retailers.

Primary data can be collected in five main ways:

i) Observation

ii) Focus groups

iii) Surveys

iv) Behavioral data

v) Experiments

Among these, ‘survey method’ was selected to collect the primary data. The data has been

collected from 100 customers

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(b) Secondary Data Collection Sources:

Secondary sources

Information was collected from secondary sources such as customer survey, newspapers

advertisements, newsletters, etc.

Beside these the use of Internet was also made in collecting relevant information. The data

collected from the above mentioned sources has been adequately structured and used at

appropriate places in the report. The information gathered included:

Their annual reports.

Pamphlets.

Newsletters.

Pictures.

DATA COLLECTION

Data collection took place with the help of filling of questionnaire. The questionnaire method

has come to the more widely used and economical means of data collection. I found it essential

to make sure the questionnaire was easy to read and understand to all spectrums of

people in the sample. It was also important as research to respect the samples time and energy

hence the questionnaire was designed in such a way that its administration would not exceed

4-5 mins. The questionnaire was personally administered .

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The first hand information was collected by making the people fill the questionnaire. The

primary data collected by directly interacting with the people. The respondents were contacted

at their workplace and home. The data was collected by interacting with 100 respondents

consisted of house makers , students ,businessman ,professionals etc. The required information

was collected by directly interacting with these respondents.

SAMPLE SIZE

I have targeted 100 people in the age group of 10-60 yrs for the purpose of the research. The

target population influences the sample size. The target population represents the people from

Delhi NCR and the people were from different backgrounds.

The details of our sample and data representation are shown in chapter-3.

TOOLS USED FOR DATA ANALYSIS :

 Bar chart (Bar charts will be used for comparing two or more values that will be

taken over time or on different conditions, usually on small data set ).

 Pie-chart (Circular chart divided in to sectors, illustrating relative magnitudes or

frequencies).

As operation intern my main work on 2 software’s

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  SLACK

 SHERLOK

 SLACK

Slack is a cloud-based set of proprietary team collaboration tools and services, founded by

Stewart Butterfield N Slack began as an internal tool used by his company, Tiny Speck in the

development of Glitch a now defunct online game. The name is an acronym for "Searchable

Log of All Conversation and Knowledge". Slack was launched in August 2013. In January

2015, Slack announced the acquisition of Screen hero In March 2015,

Slack announced that it had been hacked over the course of four days in February 2015, and

that some number of users’ data was compromised. That data included email addresses,

usernames, hashed passwords, and, in some cases, phone numbers and Skype IDs that users

had associated with their accounts. In response, Slack added two-factor authentication to their

service.

Slack used to offer compatibility with the non-proprietary IRC and XMPP messaging protocols

, but announced in March 2018 that it would close the corresponding gateways by May 2018.

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In August 2018, Slack bought IP assets of Atlassian’s two enterprise communications tools,

HipChat and StrideWhile no longer using an IRC backend, Slack offers many IRC-like

features, including persistent chat rooms (channels) organized by topic, private groups and

direct messaging. All content inside Slack is searchable, including files, conversations, and

people. On the free plan, only the 10,000 most recent messages can be viewed and searched.

Users can add emoji buttons to their messages, which other users can then click on to express

their reactions to messages

Messaging

Public channels allow team members to communicate without the use of email or group SMS

(texting). They are open to everyone in the chat provided they have first been invited to join

the client. Private channels allow for private conversation between smaller sects of the overall

group. These can be used to break up large teams into their own respective projects. Direct

messages allow users to send private messages to a specific user rather than a group of

people.[26] Direct messages can include up to nine people (the originator plus eight people).

Once started this direct message group can be converted to a private channel.

Integrations

Slack integrates with a large number of third-party services and supports community-built

integrations.] Major integrations include services such as Google Drive ,Trello Dropbox

Heroku IBM and Zapier In December 2015, Slack announced their app directory, consisting

of over 150 integrations that users can install.[31] In March 2018, Slack announced its

partnership with the financial and human capital management firm Workday; Adding to

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slack’s list of plugins. This integration allows Workday customers to access features from

directly within the Slack interface. Even it’s a best platform for inside organization

communication.

 SHERLOCK

Sherlock, named after Sherlock Holmes, was a file and web search tool created by Apple

Inc. for Mac OS (not to be confused with macOS), introduced with Mac OS 8 as an extension

of the Mac OS Finder's file searching capabilities. Like its predecessor, it searched for local

files and file contents, using the same basic indexing code and search logic foundin

AppleSearch. Sherlock extended the system by enabling the user to search for items throughthe

World Wide Web through a set of plugins which employed existing web search engines. These
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plugins were writtenas plain text files, so that it was a simple task for a user to write a Sherlock

plugin.

Sherlock was replaced by Spotlight and Dashboard in Mac OS X 10.4 Tiger, although Apple

continued to include it with the default installation. Since most of the standard plug-ins for

Sherlock provided by Apple itself no longer function, it was officially retired and removed in

the release of Mac OS X 10.5 Leopard in 2007.

Sherlock.urbanclap.com has a estimated value of $123,120. It receives around 14,275 unique

visitors per day and 85,650 daily page views which may earn a revenue of $171.00/day from

different advertising sources. Alexa world traffic rank is 28,273 and Alexa India rank is 1,876.

Page speed score of 28 out of 100.

CHAPTER 4

DATA PRESENTATION, ANALYSIS AND INTERPRETATION

Urban Companyis India's largest home services marketplace. The platform helps customers

hire trusted professionals for services like salon at home, cleaning, plumbing, carpentry,

interior design, wedding photography, yoga training etc. Since its inception in 2014, Urban
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Companyhas built a network of 100,000+ hand-picked service professionals, and served over

2 million customers across major metropolitan cities of India.

Fig-1
Shows operational revenue in
Category

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On-demand home services marketplace Urban Company saw its operational revenues jump

309% to about Rs 45 crore in FY22 from about Rs 11 crore in FY21. Backed by Bessemer

VenturePartners and VP Capital, the firm also managed to reduce losses by 25% to about Rs

50 crorein FY18 from Rs 66.7 crore last year .

April 2022 Urban Company clock Rs 8.75 crore in operational revenues with commission

revenuesat Rs 7.25 crore and another Rs 1.5 crore worth of products sold to professionals.

“Our cost base has remained largely flat over the past two years while we have seen steady

and solid growth in business. The aim is to build a large-scale business and hence Urban

Company will continue to invest in growth.

For Urban Company, its operating revenues comprise commission on services

delivered andrevenues from sale of products with commissions forming almost 85% of

the pie.

Commissions on services delivered typically form about 10-20% of the ticket size across

categories with some categories, such as beauty, on the higher end of the commission

spectrum. The company claims to have bagged 4,50,000 orders with an average order value

of Rs 1200-1500 in April alone, even as the gross transaction value of services sold stood at

about Rs 50 crore for the last month. Urban Company has also managed to bring down its

monthlycash burn to under Rs 2 crore in FY18 from about Rs 7 crore last year, Bhal claims.

The firmalso has cash reserves of about Rs 220 crore to further invest in growth areas and

build someof the less frequently transacted categories. While beauty and appliance, are top

categories for UrbanClap.

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 Revenue Generated by Various Services

25%

40% Salon at home

Spa at home
Fitness Trainer at home
10% Others

25%

Fig-2
Depicts revenue generated by
various services at Urban
Company

Second fig Shows the revenue generated by various services at Urban Company. It is observed

that 65%of the revenue is being generated by 2 services salons at home and spa at home. So it

is rightlysaid that these two services are working as a blood of the company, which means salon

at homeand spa at home are the 2 services which contributes 65% of the total revenue to the

companies profit.

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 Preferred Gender of Trainer

18

82

Male Female

FIGURE-3

Depicts gender of trainer

required by customers

As per data of 100 customer fig-3 depicts that only 18% of customer requested for female

trainer and rest 82% of customer want male trainer across Delhi NCR. Urban Company tries

to increase the demand of female trainer but due to unavailability of female trainers in market

Urban Company fails to achieve its target, which is to increase the demand of female fitness

trainer.

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 TYPE OF TRAINER
70

60

50

40

30

20

10

0
Normal Premium Standard

FIGURE-4
Depicts Type of trainer
required.

The 3 different categories of trainer are-

Normal- Female Trainer (7200/12)

Standard –Male Trainer (6000/12)

Premium –Male Trainer (8000/12)

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The fig-3 shows that 18% of the customer requested for normal trainer which is category for

female trainer. 17% of the customer requested for premium trainer which is a category of male

trainer in which the customer has to 8000 for 12 session whereas the base charges are 6000 for

12 session. The premium trainers have more experience than standard trainer and have more

knowledge about injuries as well, so here customer has to pay 2000 more if he/she wants to

hire a premium fitness trainer. 64% of the customer requested for standard trainer which is

more than normal and premium category. In standard category customer has to pay 6000 for

12 session and it is for male trainer.

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 Trial Status

41%
59%

Trial Complete Trial Cancelled

FIGURE-5

Depicts status of trials

Fig-5, Depicts status of trials as before buying the package of 6000, 7200 & 8000. Customer

placed a request for trail and he/she is been charged 99 rupees for that. Once the customer has

booked the trail he/she has to just wait till the time Urban Company provides them a trainer

according to their needs and wants. This fig shows that out of 100 trials only 59 can get

completed, which means 59% of the trials get completed and rest 41% of the trials get

cancelled. The reason for 41% of cancellation of trials are- sometimes the customer places the

request by mistake another reason is that the customer needs to travel urgently, family issue

and emergency is another one of the main reason for trial cancellation, one of the biggest issue

that I face during my internship was that the customer was busy in his work and time schedule.

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Urban Companyaims at reducing the trail cancellation ratio as it reduces the revenue of

company. And decrease in revenue amount is a matter of great concern for any firm. So Urban

Companyaimsat increasing the trial completion ratio and decreasing the trail cancellation ratio.

Respondent with Medical Issue

25%
Yes
No

75%

FIGURE-6

Depicts Medical Issue faced by respondent

Fig-6 Depicts Medical issue faced by respondent, The fig shows that 25% of the respondent

are facing any serious medical issue where as 75% of the respondent are fit and healthy.

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 Satifaction Level of Respondents
Very Satisfied
14%

Normal
43%
Normal
Satisfied
Satisfied
43% Very Satisfied

FIGURE-7

Depicts satisfaction of customer

Fig -7, Depicts the satisfaction level of customer. In the above graph it shows that Only 14%

of respondents are very satisfied with Urban Company services while, 43% are satisfied and

43% are neutral, Which means Urban Companyneeds to deliver the services more effectively

and efficiently as they only have 14% customers who are very much satisfied with their

services.

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 CHAPTER 4

SUMMARY & CONCLUSIONS

RESULT OF THE STUDY

 50% of the company’s revenue is being generated by 2 services i.e. Salon at home and

Spa at home.

 Out of 100 respondents 82 respondents preferred male trainer and rest 18 respondents

preferred female trainer.

 Out of 100 respondents 65 respondents preferred Standard trainer while 18 preferred

Normal trainer and rest 17 preferred Premium trainer.

 59% was the trail complete ratio and 41% was the trail cancelled ratio.

 75% of the respondents were medically fit while 25% were not.

 The above graph shows that 14% of respondents are very satisfied with Urban

Company Services, while 43% are satisfied and rest 43% are normally satisfied with

Urban Company services

Since Urban Company operated in service industry so customer satisfaction matter a lot for

them. Ifany company wants to be successful in service industry they really need to work on

customersatisfaction, here customer preferences and choices are given priority, so as to provide

them what they actually want but in this dynamic environment which keeps on changing it

becomes difficult for the firms to cope up with the needs and wants of customer. Every

customer has its own choices and preferences or we can say choices and preferences differ

from individual to individual and that becomes challenging for the companies to provide right

quality and quantity of service at right time.

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It is necessary for an organization to interact and communicate with customers on a regular

basis to increase customer satisfaction. In these interactions and communications it is

required to learn and determine all individual customer needs and respond accordingly. Even

if the products are identical in competing markets, satisfaction provides high retention rates.

For example, shoppers and retailers are engaged with frequent shopping and credit cards to

gain customer satisfaction, many high-end retailers also provide membership cards and

discount benefits on those cards so that the customer remain loyal to them.

Higher the satisfaction level, higher is the sentimental attachment of customers with the

specific brand of product and also with the supplier. This helps in making a strong and healthy

customer-supplier bonding. This bonding forces the customer to be tied up with that particular

supplier and chances of defection very less. Hence customer satisfaction is very important

panorama that every supplier should focus on to establish a renounced position in the global

market and enhance business and profit.

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SUGGESTIONS:

 To provide right quality of service at right time.

 To give good customer experience.

 To provide luxury services at affordable prices.

 Better pay scale to employees.

 Improve Social Media position.

 To fix the price of the service as per the target population.

 Customers feedback and suggestion should be given due importance’s.

LIMITATIONS:

 Intangibles- Unlike products, services are intangible. This means that there is nothing

to demonstrate or display for prospective buyers.

 Individuality. Many services are completed to meet the needs of one individual or firm.

 Time. Services take time to perform and time to sell.

 Mistrust.- In many cases, potential clients are more likely to mistrust service providers

than products. If a client purchases a product that he is not happy with, in most cases,

he can simply return it. But in the case of services, the damage is already done.

40
 BIBLIOGRAPHY:

1) https://www.urbanclap.com/

Accessed on 24/07/2018

2) https://careers.urbanclap.com/

Accessed on 30/07/2018

3) https://economictimes.indiatimes.com/small-biz/startups/newsbuzz/urbanclap-revenue-

up-309-losses-down-25-in-fy18/articleshow/64008938.cms

Accessed on 04/08/2018

4) https://yourstory.com/2015/04/urbanclap/

Accessed on 20/08/2018

5) https://www.linkedin.com/company/urbanclap/?originalSubdomain=in

Accessed on 24/08/2018

41
 APPENDICES
QUESTIONNAIRE

Fitness Trainer at Home

1) Name-

2) Age-

3) Phone no-

4) Address-

5) Training need for-

 Male

 Female

 Couple or Group

6) What type of trainer will you like to hire-

 Standard Trainer(6000/12 session)

 Expert Trainer (8000/12 session)

7. Type of trainer required-

 Male

 Female

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8. What time generally you would like to take sessions.

 6 to 7 AM

 7 to 8 AM

 8 to 9 AM

 9 to 10 AM

 After 10 AM

9.Do you have any medical problem.

 Yes

 No

10. How much you are satisfied with Urban Companyservices.

 Very satisfied

 Satisfied

 Normal

11. Any other comment

43