Abstract
This study aimed to assess the level of customer satisfaction towards Britannia products in Coimbatore city. A mixed methods approach was utilized, combining both quantitative and qualitative research techniques. A total of 500 respondents participated in a structured survey, while focus group discussions provided deeper insights. The findings revealed that a majority of the respondents have a favourable opinion of Britannia products, citing taste, quality, and affordability as the primary reasons. However, some concerns were raised regarding packaging and the availability of certain products. The focus group discussions highlighted the brand’s nostalgic value and trust worthiness in the community. In conclusion, Britannia enjoys significant customer loyalty in Coimbatore, but there’s room for improvement in specific areas to enhance overall customer satisfaction. Key Words: Product Quality, Innovative Flavours.
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