This study analyzed customer satisfaction with the messaging platform WhatsApp based on surveys from 97 respondents. Key findings include: - Most respondents had used WhatsApp for 3-4 years and use it 1-2 hours per day. The most popular features were chatting, voice/video calls, and group chatting. - Over 90% of respondents would recommend WhatsApp to friends and over 60% were satisfied with WhatsApp overall. The ease of use, speed, and sharing capabilities received high ratings. - While satisfaction is high, the study recommends WhatsApp continue adding new features to stay ahead and allow sharing of larger photos and videos.

1. A Study on Consumer
Satisfaction of
Customers towards
WhatsApp
By: Omkar mishra
Roll no.: 211054

2. Introduction to Consumer Satisfaction
Customer satisfaction is a marketing term that
measures how products or services supplied
by a company meet or surpass a customer's
expectation. Customer satisfaction is
important because it provides marketers and
business owners with a metric that they can
use to manage and improve their businesses.

4. Company profile
WhatsApp Messenger is
a proprietary, cross-
platform instant
messaging service for
smartphones without
having to pay for SMS

5. WhatsApp Inc. was
founded in 2009 by
Americans Brian Acton
and Jan Koum (also the
CEO), both former
employees of Yahoo!,
and is based in
Mountain View,
California. The
company employs 55
people.

6. Why Use Whatsapp (Advantages)
 No Hidden Cost
 Multimedia
 No need to add buddies
 No need to Login/Logout
 Group Chat
 No International Charges
 Say no to PINs and Usernames
 Share location, Exchange contacts, share Files, Images,
Videos, Calls, Video calls

7. Data analysis (Demographic Details)
Gender Responses
Male 42
Female 55
Total 97
Age Responses
Under 18 7
18 to 20 28
21 to 23 39
24 to 26 23
Total 97

8. Occupation Responses
Student 43
Service 30
Professional 21
Business 3
Total 97
Marital Status Responses
Married 15
Unmaried 82
Total 97

9. Q1. Period of using
WhatsApp
Period of using
WhatsApp
Responses
Less than a year 10
1 - 2 years 15
3 - 4 years 54
5 years and above 18
Total 97
Q2. Frequency of
usage of WhatsApp
Frequency of usage
of WhatsApp
Responses
Less than 30
minutes 26
30 minutes to 1
hour 7
1 hour to 2 hours 51
More than 2 hours 13
Total 97

10. Purpose of using WhatsApp
Statements Very bad Bad Average Good Excellent
Saves your
time 17 11 42 19 8
Save your
energy 11 6 34 35 11
Helps you stay
connected
with friends 2 3 41 46 25
Helps you stay
connected
with family 1 2 21 51 23
Receiving
Information 2 3 18 38 36
Sharing
Information 3 2 17 38 37
Developing
business 6 6 24 32 29
Saving money
5 6 18 28 40

11. You can express yourself more easily
by which feature of WhatsApp
Features Very bad Bad Average Good Excellent
Text 2 5 27 51 12
Images 0 9 16 56 16
Videos 1 6 23 47 20
Gif images 1 8 20 38 30
Emojis 1 2 20 40 34

12. Rate WhatsApp in following sections
Statements Very bad Bad Average Good Excellent
Ease of use 3 7 25 43 19
Speed 2 3 26 45 21
Reliability 2 7 21 43 24
Security 2 3 20 43 29
Features 1 0 22 40 34
Sharing files
, images, Pdf
& documents 2 1 14 46 34
Communicat
ion 2 1 15 46 33
Staying
connected
with people 2 2 10 39 44

13. Rate the features of WhatsApp which
you like
Statements Very bad Bad Average Good Excellent
Chatting 1 2 24 54 16
Voice calling
and video
calling
2 6 25 43 21
Group
chatting
1 2 19 43 32

14. Based on your
experience, Would you
recommend Whatsapp to
a friend?
Based on your
experience,
Would you
recommend
Whatsapp to a
friend?
Responses
Yes 88
No 9
Total 97
Are you satisfied with
WhatsApp
Are you satisfied
with WhatsApp
Responses
Satisfied 64
Neutral 30
Dissatisfied 3
Total 97

15. FINDINGS & RECOMMENDATION
 Almost 95% people use WhatsApp, so this shows that
Whatsapp is most popular.
 WhatsApp is popular among youth & professionals
disrespect of the demographic variables.
 Word of mouth is major source of spreading of WhatsApp
popularity.
 The features like Groups chatting, easy Sharing (e.g. Video,
audio, Photo, Status etc.) and User Friendly Interface of
WhatsApp have earned very much customer satisfaction.
 Satisfaction level of WhatsApp is high but it should focus
on adding some new and attractive features in order to stay
ahead.
 Few respondents say that company should allow sharing the
photos, and videos of any size.