54082665 Tata Docomo Project

8/6/2019 54082665 Tata Docomo Project

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INTRODUCTION

Theoretical Framework

Customer Satisfaction

The 21-century belongs to the service sector. The customer of yesteryear was a silent

person who uncomplainingly purchased the goods from the market place. There is a

new customer emerging today. Customer satisfaction can be defined as, customer

satisfaction is the feeling derived by the consumer when he compares the actual

performance of the products with the performance that he expects of it.

The measurement of the customer satisfaction typically begging when a company

realizes that their customer s are the people who provide the revenues that, hopeful, will

cover expenses. Most companies start by establishing a customer satisfaction baseline.

Then they target year by year improvement.

Understanding customer requirement and delivering superior quality goods and

services to achieve composer satisfaction lead to the retention and growth of the

customer.

General Idea about the satisfied customer :

Satisfaction is a personas feeling of the pleasure or disappointment. It is resulting from

comparing a products perceived performance with his or her expectations from it.

Satisfaction is more of an emotional concept. Today organization are aiming at high

satisfaction rather then at customer delight because customers who are just satisfied still

find it easy to switch over when a batter offers comes along. Those who are highly

satisfied are much less ready to switch over . high satisfaction or delight creates an

emotional bound with the brand and customer starts looking at an offering emotionally

and just rationally.

The aim of marketing is to meet and satisfy target customers needs and wants but

knowing customer is never simple. Customer may state their needs and wants but act

otherwise. They may not be in touch with their deeper motivations. They may respond

to influenchat to change their mind at the last minute. Some of todays most successful

companies are raising expectation and delivering performanses to match. Thesecompanies are aiming at TCS- Total customer Satisfaction.


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Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay

much more attention to satisfying customers. In a competitive marketplace where

businesses compete for customers, customer satisfaction is seen as a key differentiator

and increasingly has become a key element of business strategy.

Customer Loyalty

These four factors will greatly affect your ability to build a loyal customer base:

Products that are highly differentiated from those of the competition.

Higher-end products where price is not the primary buying factor.

Products with a high service component.

Multiple products for the same customer.

Loyal Customers and Loyal Workforces

Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a

given these days. It is especially important to retain those employees who interact with

customers such as sales people, technical support, and customer-service people. Many

companies give a lot of attention to retaining sales people but little to support people.

The increasing trend today is to send customer-service and technical-support calls into

queue for the next available person. This builds no personal loyalty and probably less

loyalty for the firm. Before going this route, be sure this is what your customers prefer.

Instant Feedback

Recently, many organizations have implemented feedback loops that allow them to

capture feedback at the point of experience. For example, National Express, one of the

UK's leading travel companies invites passengers to send text messages whilst riding

the bus. This has been shown to be useful as it allows companies to improve their

customer service before the customer defects, thus making it far more likely that the

customer will return next time.


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Listen to your customers.

Is there anything more exasperating than telling someone what you want or what your

problem is and then discovering that that person hasnt been paying attention and needs

to have it explained again? From a customers point of view, I doubt it. Can the sales

pitches and the product babble. Let the customer talk and show them that you are

listening by making the appropriate responses, such as suggesting how to solve the

problem.


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OBJECTIVES OF THE PROJECT

The objectives of this study/project as follows:

To study customer satisfaction level regarding the product and the product mustbe known.

To study customer satisfaction level regarding the value added services. theusage of the value added services is to be know by the organization in order to

implement new innovation in future services.

To study the customer satisfaction regarding the customer care services andafter sales service.

To study the benefits that the product was offering that the competitors were notoffering and to study if the customer were satisfied with the benefits


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RESEARCH METHODLOGY

Research Description

A research design is the determination and start of the general approach and strategy

adopted for a particular study or project. The research has undertaken a comprehensive

plan of the sequence of operation for the descriptive study to achieve the research

objectives with the arrangement of condition for collection and analysis of data.

Methodologies

The methodologies of the study are following:

Developing the problem and research objective.

Developing the research plan for collection information.

Developing sequential questionnaire to gather or collect data.

Implementing the research plan- collecting and analyzing the data.

Sampling

The term sampling means a part of population or subset from a set of unit which is

provided by some process or other usually by deliberate selection with the object of

provided by some process or other usually by deliberate selection whit the object of

investigating the properties of the parent population is impossible task hence sampling .

the survey that is carried on using the given sample is called as survey there are

methods of sampling used for different methods of sampling used researcher.


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The concept of sampling can be explained with an examination of the tea testing when

a person takes a sip of tea .He is actually testing the whole tea by testing of a part of it.

In sampling instead of examining all the time only a few are examined as representation

and the conclusion are draw.

Sampling Design:

In this research the convenience sampling is used which is essentially a non-

probability sampling. Here the researcher select the easiest members from which to

obtain information and persuading them to become customer of the company .The

researcher used his judgment to select population member who are good prospect for

the company. The respondent are surveyed as per their convenience those who can be

the prospect for becoming customer.

Sampling Unit

This combines all those segment of the society who can be the prospects of becoming

customer. Some of them are who come at web world to pay the bill and for some

queries etc. each of them are being targeted as per the convenience residing in Bareilly.

Sample Frame

Two different sets of Questionnaire were prepared for interviewing the prospects. The

one was for the existing TATA customer and other for ordinary customers who were

using the competitors service.

In total 50questionnaires were completed who can be considered to be the prospect by

the researcher.

Sample Size

The sample size of the respondents was taken as 50 considering the scope and

constraints of the study.


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The sample size selected for this study appears to be adequate.

Field work

The fieldwork was conducted for a period of 20 days in Bareilly. The interview and

presentation mode by researcher was carried for the duration of about 10 minutes.


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COMPANY PROFILE

TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the GSM

platform arising out of the Tata Group's strategic alliance with Japanese telecom major

NTT DOCOMO in November 2008. Tata Teleservices has received a pan-India license

to operate GSM telecom services, under the brand TATA DOCOMO and has also been

allotted spectrum in 18 telecom Circles. TTSL and has already rolled out its services

invarious circles.

The launch of the TATA DOCOMO brand marks a significant milestone Indian

telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo-

based NTT DOCOMO is one of the world's leading mobile operators-in the Japanese

market, the company is clearly the preferred mobile phone service provider with a50

percent market share.

NTT DOCOMO has played a major role in the evolution of mobile telecommunications

through its development of cutting-edge technologies and services. Over the years,

technologists at DOCOMO have defined industry benchmarks like 3G technologies, as

also products and services like the i-mode TM, mobile payment and a plethora of

lifestyle-enhancing applications. Today, while most of the rest of the industry is only

beginning to talk of LTE technology and its possible applications, DOCOMO has

already started conducting LTE trials in physical geographies, not just inside

laboratories!

DOCOMO is also a global leader in the VAS (Value-Added Services) space, both in

terms of services and handset designs, particularly integrating services at the platform

stage. The Tata Group-NTT DOCOMO partnership will see offerings such as thesebeing introduced in the Indian market under the TATA DOCOMO brand.

TATA DOCOMO has also set up a 'Business and Technology Cooperation Committee,

comprising of senior personnel from both companies. The committee is responsible for

identification of the key areas where the two companies will work together. DOCOMO,

the worlds leading mobile operator will work closely with Tata Teleservices Limited

management and provide know- how on helping the company develop its GSM

business.


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Despite being a late entrant, Tata Indicom, TTSL's CDMA brand, has already

established its presence and is the fastest-growing pan-India operator. Incorporated in

1996, Tata Teleservices Limited is the pioneer of the CDMA 1x technology platform in

India. Today Tata Teleservices Limited, along with Tata Teleservices (Maharashtra)

Ltd, serves over 37 million customers in more than 320,000 towns and villages across

the country offering a wide range of telephony services including Mobile Services,

Wireless Desktop Phones, Public Booth Telephony and Wire-line Services.

history

NTT Docomo holds 26% share in the jointly formed company. It has also emerged as

the first mobile operator in India to have re-introduced per second pulse, after Loop

Mobile (formerly BPL Mobile) discontinued their 'pay per second' service which was

introduced in 2004.From October 2009 TRAI announced that TATA teleservice is

India's no.1 tele service brand Tata Teleservices Limited spearheads the Tata Groups

presence in the telecom sector. The Tata Group had revenues of around US $75 billion

in financial year 2008-09, and includes over 90 companies, over 350,000 employees

worldwide and more than3.5million shareholders.

Incorporated in 1996, Tata Teleservices Limited is the pioneer of the CDMA 1x

technology platform in India. It has embarked on a growth path since the acquisition of

Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by

the Tata Group in 2002. It launched mobile operations in January 2005 under the brand

Tata

Indicom and today enjoys a pan-India presence through existing operations in all of

Indias 22 telecom Circles. The company is also the market leader in the fixed wirelesstelephony market with its brand Walky. The company has recently introduced the brand

Photon to provide a variety of options for wireless mobile broadband access. The

companys network has been rated as the Least Congested in India for last five

consecutive quarters by the Telecom Regulatory Authority of India through

independent surveys.

Tata Teleservices Limited now also has a presence in the GSM space, through its joint

venture with NTT DOCOMO of Japan, and offers differentiated products and services


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under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata

Groups strategic alliance with Japanese telecom major NTT DOCOMO in November

2008. TATA DOCOMO has received a pan-India license to operate GSM telecom

servicesand has also been allotted spectrum in 18 telecom Circles. The company has

rolled out GSM services in 14 of Indias 22 telecom Circles in a quick span of under six

months. The company plans to launch pan-India operations by the end of FY 2009-10.

TATA DOCOMO marks a significant milestone in the Indian telecom landscape, and

has already redefined the very face of telecoms in India, being the first to pioneer the

per- second tariff option-part of its Pay for What You Use pricing paradigm. Tokyo-

based NTT DOCOMO is one of the worlds leading mobile operators-in the Japanese

market, the company is the clear market leader, used by over 50 per cent of the ountrys

mobile phone users.

Today, Tata Teleservices Limited, along with Tata Teleservices (Maharashtra) Limited,

serves over 58 million customers in more than 410,000 towns and villages across the

country, with a bouquet of telephony services encompassing mobile services, wireless

desktop phones, public booth telephony, wire line services and enterprise solutions.

In December 2008, Tata Teleservices Limited announced a unique reverse equity swap

strategic agreement between its telecom tower subsidiary, Wireless TT Info-Services

Limited, and Quippo Telecom Infrastructure Limited-with the combined entity kicking

off operations in early 2009 with 18,000 towers, thereby becoming the largest entity in

this space-and with the highest tenancy ratios in the industry. The WTTIL-

Quippo combine is targeting over 50,000 towers by the end of FY 2010-11.

SMS offers

AP - Pay for the First 3 Local SMS everyday and get the next 150 Local SMSfree for the day

KK - Pay for the First Local/ National SMS everyday and get the next 100Local/ National SMS free for the day

TN - Pay for the First 3 Local SMS everyday and get the next 750 Local SMSFree for day Pre-STD, ISD and National Roaming without rental.

Automatic alerts when your Balance is Low.


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VISION

We will leverage our strength in executing complex global- scale projects to make

leading edge information and communication servies affordable by all individual

consumers and business in india. We will offer unparalleled valu to create customer

delight and enhance business productivity. We will also generate value for our

capabilities beyond indian borders while enabling millions of Indias knowledge

workers to deliver their services globally.

Market Competitors of Tata Docomo:-

Airtel

Reliance Communication

BSNL

Idea

Aircel

Vodafone

SERVICES & NETWORK AVAILABLE:

Currently, Tata Docomo mobile services available in these following circles: Bihar & Jharkhand Tamil Nadu Orissa Andhra Pradesh Karnataka Kerala Kolkata

Maharashtra & Goa


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Madhya Pradesh Chhattisgarh Haryana Chennai Eastern Uttar Pradesh Western Uttar Pradesh Punjab Rajasthan ,Recently Launched

Rest of West Bengal, Recently Launched.


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Japan's NTT DOCOMO to invest Rs 8 bn in TataTeleservices

NEW DELHI: Japanese telecom giant NTT DOCOMO Thursday said that it will invest Rs.8billion ($179 million) in Tata Teleservices (TTSL), in which the company holds a 26 percentstake, as part of its strategy to expand in India's rapidly growing mobile market.

"Payment of one portion of the funds has been made so far, and the rest of the investment isscheduled to be completed in May," a statement by the company said.

TTSL is expected to use the capital to expand the coverage as well as strengthen the quality ofthe third generation ( 3G )) network which the operator launched in November 2010.

However, TTSL denied to comment on the issue.

The operator offers GSM mobile services under the Tata DOCOMO brand and CDMA servicesunder the Tata Indicom brand.


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Tata DOCOMO launches 3G services inRajasthan

JAIPUR: Tata DOCOMO today launched its 3G services on mobile phones in Rajasthan telecom

circle.

"Our 3G services will enable richer communication through video calls and SMSes will add the

advantage of adding mobility to the power of the internet, and will enable millions to start

accessing the true power of the internet," said Ajit Chaturvedi, Hub-Head for Tata Docomo'soperations in Rajasthan and Gujarat.


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Tata Docomo announces free incoming roamingplan

NEW DELHI: Tata Docomo, GSM arm of Tata Teleservices, has announced a tariff plan that

will offer free incoming to its post paid customer during roaming in the country.

Currently this offer is available on three plans namely Roam Free 299, Roam Free 499 and

Roam Free 799. Under these plans, customer can take 4, 7 and 12 free toppings, respectively,

the company said in a statement.

This means in Roam Free 299 plan, Tata Docomo will give option to customise usage plans by

choosing any combination of the 4 basic packaged services. These four options are 200 local

minutes, 150 STD minutes, 500 local SMSs or 100 MB 2G data, it said.

Similarly in Roam free 499 and 799, customer will be able to choose from 7 and 12 such options,

respectively.


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Tata Docomo launches online customer care

serviceNEW DELHI: To address queries and complaints from subscribers promptly, telecom firm Tata

Docomo on Monday launched an online customer care service for its pre-paid and post-paid

mobile users.

The service -- Live Chat -- will allow customers to get answers or inputs on any query or

complaint instantly through cThe service will take care of all post-paid and prepaid queries,

requests and complaints through the Live Chat option, it added.

Furthermore, in bid to receive constant feedback from customers on the quality of this service,

Tata Docomo will provide various feedback options for customers to provide their inputs.

Tata Docomo marketing head Gurinder Singh Sandhu said, "Live Chat is a natural extension of

our attempt to leverage our presence and experience in the digital space. This takes forward our

strategy of differentiating through constant thought-leadership and innovation in products,

services and experiences."

hat, the GSM arm of Tata Teleservices said in a statement.


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PRESENTATION, ANALYSIS AND

INTERPRETATION OF DATA


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Q1) Are you using mobile?

ANSWERS NO.OFRESPONDENTS

PERCENTAGE%

a YES 192 96

b NO 8 4


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Interpretation

The above graph shows that 96.5%people are using mobile and 3.5% people are notusing mobile.

Q2) Does it really matter whether you go for GSM or CDMA?

ANSWER NO.OF

RESPONDENTS

PERCENTAGE %

a YES 167 83.5

b NO 33 16.5


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83.5

16.5

1 2

Interpretation

The above graph shows that people are more concerned about the technology they are

using.83.5% users are concerned about technology. And 16.5% users have no concern

from that.

Q3) How would you rate the voice clarity of your GSM mobile connection?

ANSWER NO.OFRESPONDENTS

PERCENTAGE %

a Excellent 32 16

b Good 113 56.5

c Average 43 21.5

d Bad 9 4.5

e Worst 3 1.5


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16

56.5

21.5

4.51.5

0

10

20

30

40

50

60

1 2 3 4 5

Series1

Interpretation

The above graph shows the rating given by GSM mobile users to the voice quality.16%

GSM users are delighted with quality and 56.5% users are satisfied with that.


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Q4) How would you rate network coverage strength on GSM mobile connection?


PERCENTAGE %

a Excellent 93 46.5

b Good 63 31.5

c Average 34 17

d Bad 10 5

e Worst 0 0

46.5

31.5

17

50

1 2 3 4 5

Interpretation

The above graph depicts the coverage strength experienced by the GSM users. GSM

users are getting better coverage strengths. 46.5% GSM users are highly satisfied with

network coverage. 31.5% users are satisfied, 5%are not satisfied with that.


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Q5) How would you rate supplementary facilities like call wait, call hold, call forward,

call divert, call conference on GSM mobile connection?


PERCENTAGE %

a Excellent 48 24

b Good 76 38

c Average 68 34

d Bad 8 4

e Worst 0 0

24

38

34

4

0

1 2 3 4 5

Interpretation

The above graphs shows the satisfaction level of GSM mobile users .24% users are

highly satisfied, 38% are satisfied, 34% are find it average and 4% are dissatisfied with

supplementary services offered to them.


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Q6) How would you rate the Internet connectivity and data transfer service on GSM?


PERCENTAGE %

a Excellent 60 30

b Good 77 38.5

c Average 45 22.5

d Bad 13 36.5

e Worst 5 2.5

30

38.522.5

36.5

2.5

1 2 3 4 5

Interpretation

Still many people are not aware of internet services offered to them by their services

provider .GSM users are more satisfied with the internet and data services offered to

them then other competitors. 30% users are highly satisfied, 22.5% are found it

average, and 36.5% are nit satisfied with that.


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Q10) How would you rate tariff rate of your Tata Docomo prepaid connection?


PERCENTAGE

a Excellent 15 7.5

b Good 65 32.5

c Average 85 42.5

d Bad 25 12.5

e Worst 10 5

7.5

32.5

42.5

12.5

5

1 2 3 4 5

Interpretation

7.5% Tata Docomo mobile users find it excellent, majority of users 42.5%find it

average, 12.5% are not satisfied with it.

Q11) ) How would you rate STD tariff plans of Tata Docomo communication?


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PERCENTAGE %

a Excellent 75 37.5

b Good 85 42.5

c Average 35 17.5

d Bad 5 2.5

e Worst 0 0

37.5

42.5

17.5

2.5 0

1 2 3 4 5

Interpretation

The above graph shows that 37.5% respondents are delighted with the STD tariff plans.

42.5%are satisfied with that.17.5% find it average and 205% are not satisfied with it.


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Q12) How would you rate the customer care service of Tata Docomo mobile

connection?


PERCENTAGE %

a Excellent 17 8.5

b Good 35 17.5

c Average 74 37

d Bad 46 23

e Worst 28 14

8.5

17.5

37

23

14

1 2 3 4 5

Interpretation

When I asked the customers of Tata Docomo about the services of Tata Docomo

customer care 17% said that it is excellent. And most of customers find it average.

Some of them said they are not satisfied with their services.


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Q14)According toyou what is the

biggest strength of

GSM mobile?

31

28

24

17

1 2 3 4

Interpretation

ANSWER NO.OFRESPONDENTS PERCENTAGE%

a Voiceclarity

62 31

b Cheaper internetfacilitieswith lessexpensivehandsets

56 28

c Cheaper handsetwith morefeatures

48 24

d Lesschances ofhandsettheft

34 17


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Majority of GSM users consider good voice clarity as the biggest strength of GSM.

According to 17% of users lesser chances of handset theft is the biggest strength of

GSM.24% of users say that cheaper handset with more features make GSM a popular

choice.

Q15) According to you what is the biggest weakness of GSM mobile?


PERCENTAGE %

A Less flexibility ofchanging service

provider

79 39.5

b Internationalroaming verylimited

121 60.5

39.5

60.5

1 2

Interpretation

The majority of users said that the biggest weakness of GSM is the limited international

roaming facility.


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Q16) Based on your experience with GSM technology are you likely to recommend

GSM technology to your friends and relatives who may be planning to purchase a new

mobile?


PERCENTAGE

a Yes 89 44.5

b No 41 20.5

C Cant say 70 35

44.5

20.5

35

0

5

10

15

20

25

30

35

40

45

50

1 2 3

Series1

Interpretation

44.5% users will like to recommend the GSM technology to their friends and

relatives.20.5% users would not recommend it to their friends, and 35% are not sure for

that.


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Q17) I s Tata Docomo prepaid voucher easily available at retailer outlet?


PERCENTAGE

a Yes 102 51

b No 46 23

C Sometimes notavailable

52 26

51

2326

0

10

20

30

40

50

60

1 2 3

Series1

Interpretation

Majority of respondents 51% found prepaid voucher easily available at retail outlet,

23% say that it is not easily available, and 26% found it not available at sometimes.


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Q18) ) How would you rate international roaming facility on GSM mobile connection?


PERCENTAGE %

a Excellent 15 7.5

b Good 44 22

c Average 50 25

d Bad 56 28

e Worst 35 17.5

7.5

22

25

28

17.5

0

5

10

15

20

25

30

1 2 3 4 5

Series1

Interpretation

Majority of people find international roaming facility is not satisfactory.22% find its

good 28% find its not satisfactory.


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PERCENTAGE

a Yes 66

b No 65 32.5

C Cant say 69 34.5


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FINDINGS

It is found that TATA Teleservices is the first company to launch prepaid 1 pec.p/sec. services in the country.

The call rates are found to be at par with the other competitors. The availability of the recharge voucher was found good. But some time it is

not available.

Most of the respondents found the customer care service is not satisfactory. Nearly all the respondents told that Quick Problem Solving is desirable quality

in the customer care Executives.

The queries and problem of the customer were solved but not immediately,there is a scope for improvement.

More stress was given on customer acquisition then satisfying the Existingcustomers.

While conducting a survey it was found that still many people are not aware ofthe term GSM and CDMA even they basic difference between them.

The voise clarity of GSM is batter than CDMA. When CDMA phones are nearany digital or magnetic instrument the poor crack due to interference and also

cross connection problems are faced by some of the users.

GSM users are satisfied with good coverage strength anywhere. Many people who are interested in internet connectivity and data transfer

services get attracted to GSM . As internet connectivity and data transfer is

cheaper with GSM.

It is found that international roaming facility is not so good as is should be. Supplementary facilities like call wait call forward, call hold, call divert, call

conference is satisfied the users.


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LIMITATION

Geographical Constraints

Sample size was restricted to jodhpur city as it was difficult to approach peopleoutside that because of time constraint. So sample size was limited.

Improper decision- many respondent could not have sufficient time to answer/

fill the questionnaire.

Inadequate information- some of the questions were not answered/ filledproperly or accurately.

Time limitation- we/ I had only 50 working days time for project it wasinsufficient to reach every segment and prospect.

Limitation of the study

The study was limited to Tata docomo prepaid mobile user only.

The study was limited only to know the level of satisfaction of the prepaid Tatacustomer and no further action was taken to make them satisfied if they were

not satisfied.

The study was limited to only sixty days so each and every aspect of satisfactioncould not be covered.

The management did not disclose the confidential data.


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recommendations

The availability of recharge voucher should be made available when required bythe customers. As this give the good impression about the company.

The network coverage is another asset for the companys image, which needs tobe preserved in future.

THE overall image of the customer care services was found to be good but withsome loopholes related to delays in problem solving.

The company should be more prompt in handling the queries and problem ofthe customer, which is vary essential for the prepaid card so as to retain the

customers with the company in future.

The customer care executives should be more efficient in handling the customerand also more friendly and polite their conversation ,while dealing with the

customer.

After sales service is required to be maintained properly, which is not up to themark.

Call rates is affordable so it should be maintained at this level.

Many people are using mobile, but majority of them are not aware of thetechnology they are using . many tine it happens that a person doesnt know

which technology satisfied his need. Hence awareness should be created among

them regarding advantages and differences in the technology.

Supplementary facilities like call wait, call forward, call hold, call divert, callconference should be made more effective to attract customers.


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.biblography


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ANNEXURE

Questionnaire

Personal details:-

Name:-

Address:-

Occupation:-

Gender: - Male ( ) Female ( )

Q1) Are you using mobile?

a) Yes b) No

Q2) Does it really matter whether you go for GSM or CDMA?

a) Yes b) No

Q3) How would you rate the voice quality of your GSM mobile connection?

a) Excellent b) Good

c) Average d) Bad

e) Worst

Q4) How would you rate network coverage strength on GSM mobile connection?


c) Average d) Bad

e) Worst


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Q5) How would you rate supplementary facilities like call wait, call hold, call forward,

call divert, call conference on GSM mobile connection?


c) Average d) Bad

e) Worst

Q6) How would you rate international roaming facility on GSM mobile connection?


c) Average d) Bad

e) Worst

Q7) How would you rate internet connectivity and data transfer service on GSM?


c) Average d) Bad

e) Worst

Q8) How would you rate security and confidentiality regarding call theft on GSM

mobile connection?


c) Average d) Bad

e) Worst

Q9) How would you rate dual personal and business number facility on GSM mobile

connection?


c) Average d) Bad

e) Worst


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Q10) How would you rate the price of your GSM handsets compared to CDMA?

a) Expensive b) same as CDMA handsets

c) Cheaper

Q11) How would you rate tariff rate of your Tata Docomo prepaid connection?


c) Average d) Bad

e) Worst

Q12) How would you rate STD tariff plans of Tata Docomo communication?


c) Average d) Bad

e) Worst

Q13) How would you rate the customer care service of Tata Docomo mobile

connection?


c) Average d) Bad

e) Worst

Q14 How would you rate the overall performance of GSM technology based on yourexperience with it?


c) Average d) Bad

e) Worst


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54082665 Tata Docomo Project

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