Airtel Planz Final Project

8/13/2019 Airtel Planz Final Project

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DECLARATION

I, hereby declare that this Major Project Report, entitled A study on Customer

Satisfaction towards Airtel plans, is an authentic work carried out by me. It has not

been submitted earlier for award of any degree or diploma to any institute or

university.

Place: New Delhi Candidates signature

Date: Name: Tanu Kukreja

Enroll. No.: 06212201710

Countersigned

Name :

Supervisor

Delhi College of Advanced Studies


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Many companies are aiming for high satisfaction because customers who are just

satisfied still find it easy to switch when a better offer comes along. Those who are

highly satisfied are much less ready to switch. High satisfaction or delight creates an

emotional bond with the brand, not just a rational preference. The result is high

customer loyalty.

Why is it important?

There are a number of reasons why customer satisfaction is important in

AIRTEL:

Meeting the needs of the customer is the underlying rationale for theexistenceof community service organizations. Customers have a rightto quality services

that deliver outcomes.

Organizations that strive beyond minimum standards and exceedtheexpectations of their customers are likely to be leaders in their sector.

Customers are recognized as key partners in shaping servicedevelopment andassessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on

organizational performance are valuable tools for quality and continuous service

improvement.


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TABLE OF CONTENTS

S.No. Topic Page No

1 Declaration

2 Acknowledgement

3 Executive Summary

4 List of Tables

5 List of Figures

6 Chapter-1: Introduction

Industry Profile Profile of the company Objective of the study Scope of the study Research Methodology

7 Chapter-2: Conceptual Framework

Customer Satisfaction CustomerSatisfaction Illusion & Trap Customer Satisfaction in 7 Steps. Promotional Strategy

8 Chapter-3: Data Analysis and interpretation

9 Chapter-4: Summary and Conclusion

Result of the Study Limitations Recommendations

10 Bibliography

11 Appendices


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LIST OF TABLES

Table No. Title Page No.

1 Opinion on signalling in their area

2 Opinion on customer care services

3 Opinion on customer care employees

response to customers questions

4 How many customers use internet services

5 Opinion on internet services

6 Number of times customers log into internet

per day

7 Rating for internet speed

8 Maximum recharge per month

9 Table showing whether offers are used by

customers

10 Opinion on offers used by customers

11 Table showing up-to-date with current offers

12 Table showing whether customers used other

network connection than Airtel

13 Opinion on Airtel compared to other

connections


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LIST OF FIGURES

Figure No. Title Page No.

1 Opinion on signalling in their area

2 Opinion on customer care services

3 Opinion on customer care employees

response to customers questions

4 How many customers use internet services

5 Opinion on internet services

6 Number of times customers log into internet

per day

7 Rating for internet speed

8 Maximum recharge per month

9 Table showing whether offers are used by

customers

10 Opinion on offers used by customers

11 Table showing up-to-date with current offers

12 Table showing whether customers used other

network connection than Airtel

13 Opinion on Airtel compared to other

connections


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CHAPTER I

INTRODUCTION

Industry Profile

Indian mobile telephone market is increasing day by day and there is more to happen with

technological up gradations occurring nearly every day and the ever-increasing demand for

easier and faster connectivity, the mobile telephony market is expected to race ahead

India has a fast-growing mobile services market with excellent potential for the future. With

almost five million subscribers amassed in less than two years of operation, India's growth

tempo has far exceeded that of numerous other markets, such as China and Thailand, which

have taken more than five years to reach the figures India currently holds. The number of

mobile phone subscribers in the country would exceed 50 million by 2005 and cross 300

million by 2010, according to Cellular Operators Association of India (COAI). According to

recent strategic research by Frost & Sullivan, Indian Cellular Services Market, such growth

rates can be greatly attributed to the drastically falling price of mobile handsets, with price

playing a fundamental role in Indian subscriber requirements. Subscribers in certain regions

can acquire the handset at almost no cost, thanks to the mass-market stage these technologies

have reached internationally. The Indian consumer can buy a handset for $150 or less. This

should lead to increased subscribership. This market is growing at an extremely fast pace and

so is the competition between the mobile service providers.

With the presence of a number of mobile telephone services providers including market

leaders like Airtel, Reliance, Idea Cellular, Tata Indicom, Spice Communications etc who are

providing either of the two network technologies such as Global System for Mobile

Communications (GSM) and Code Division Multiple Access (CDMA). In cellular service

there are two main competing network technologies: Global System for Mobile

Communications (GSM) and Code Division Multiple Access (CDMA).


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Understanding the difference between GSM and CDMA will allow the user to choose the

preferable network technology for his needs.

Global System for Mobile Communications (GSM) is a new digital technology developed by

the European community to create a common mobile standard around the world. It helps you

achieve higher small capacity and better speech quality and one can enjoy crystal clear

reception on ones mobile phone. It automatically solves the problem of eavesdroping on ones

calls.

Code Division Multiple Access (CDMA) describes a communication channel access principle

that employs spread spectrum technology and a special coding scheme (where each

transmitter is assigned a code). It is a spread spectrum signalling, since the modulated coded

signal has a much higher bandwidth than the data being communicated. CDMA is the current

name for mobile technology and is characterized by high capacity and small cell radius. It has

been used in many communication and navigation systems, including the Global Positioning

System and the omnitracs satellite system for transportation logistics.The Companys

wireless network runs on a GSM technology.The mobile telephony services providersAirtel,

Vodafone (Formerly

Hutch), have been competing aggressively for their market share withMTNL, Tata Indicom,

Reliance and Idea Cellular entering into the foray, this tussle has only become more tough.

With major market share in the hands of the likes of Reliance, Airtel, Vodafone (Formerly

Hutch), Idea Cellular the others have been finding it difficult to compete in the market.

The Telecom Regulatory Authority Of India (TRAI) has been playing an important role in

keeping a watch on these existing players and bringing new environment as well as policies

and reforms for these Mobile Telephony Service Providers and permitting them to provide

mobile telephony services including permission to carry its own long distance traffic within

their service area without seeking an additional license. TRAIs mission is to create and


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nurture conditions for the growth of telecommunications including broadcasting and cable

services in the country in a manner and at a pace which will enable India to play a leading

role in the emerging global information society. The service providers are free to provide, in

its service area of operation, all types of mobile services including voice and non-voice

messages, data services and PCOs. The Operators would be required to pay a one-time entry

fee. The basis for determining the entry fee and the basis for selection of additional operators

would be recommended by the TRAI. Apart from the one time entry fee, operators would

also be required to pay license fee based on a revenue share. It is proposed that the

appropriate level of entry fee and percentage of revenue share arrangement for different

service areas would be recommended by TRAI in a time-bound manner. The spectrum policy

has also been seen by TRAI for awarding Global System forMobile Communications (GSM)

and Code Division Multiple Access(CDMA) licenses to the different operators.


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Company Profile

BHARTI Group

Bharti Enterprises has been at the forefront of technology and has revolutionized

telecommunications with its world class products and services.

Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts

and innovations to its credit. Bharti provides a range of telecom services, which include

Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also

manufactures and exports telephone terminals and cordless phones.

Bharti is the leading cellular service provider, with a footprint in 15 states covering all four

metros. It has over four million satisfied customers.

Joint Ventures

Bharti has many joint ventures with world leaders like Singtel (Singapore Telecom); Warburg

Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance

Corporation, USA and New York Life International, USA.

Bharti Tele-Ventures Limitedwas incorporated on July 7, 1995 for promoting investments

in telecommunications services. Its subsidiaries operate telecom services across India. Bharti

Tele-Ventures is India's leading private sector provider of telecommunication services based

on a strong customer base consisting of approximately 8.37 million total customers which

constitute, approximately 7.67 million mobile and approximately 704,000 fixed line

customers, as of June 30, 2004. Bharti Tele-Ventures current businesses include

Mobile services Fixed-line


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National and international long distance services VSAT, Internet services and network solutions

Telecom giant BhartiAirtel is the flagship company of Bharti Enterprises.

The businesses at BhartiAirtel have been structured into three individual strategic business

units (SBUs)

1) mobile services

2) broadband and telephone services (B&T)

3) enterprise services

The Mobile services group provides GSM mobile services across India in 23 telecom circles,

while B&T business group provides broadband &telephoneServices in 94 cities. The

Enterprise Services group has two sub-units carriers (long distance services) and services

top corporates. All these services are provided under the AirTelbrand Airtel comes to you

from Bharti Tele-Ventures Limited - a part of the biggest private integrated telecom

conglomerate, Bharti Enterprises. A consortium of giants in the telecommunication business.

In it's six years of pursuit of greater customer satisfaction, AirTel has redefined the business

through marketing innovations, continuous technological up gradation of the network,

introduction of new generation value added services and the highest standard of customer

care.

Bharti is the leading cellular service provider, with an all India footprint covering all 23

telecom circles of the country. It has over 25million satisfied customers.

Cellular telephony was introduced in India during the early 1990s. At that time, there were

only two major private players, Bharti (Ai rtel) and Essar(Essar) and both these companies

offered only post-paid services. Initially, the cellular services market registered limited

growth. Moreover, these services were mostly restricted to the metros. Other factors such as

lack of awareness among people, lack of infrastructural facilities, low standard of living, and


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government regulations were also responsible for the slow growth of cellular phone services

in India.

Although the cellular services market in India grew during the late 1990s (as the number of

players increased and tariffs and handset prices came down significantly) the growth was

rather marginal. This was because the cellular service providers offered only post-paid

cellular services, which were still perceived to be very costly as compared to landline

communications.

Following this realization, the major cellular service providers in India, launched pre-paid

cellular services in the late 1990s. The main purpose of these services was to target customers

from all sections of society (unlike post-paid services, which were targeted only at the

premium segment).

The Airtel Logo

The Airtel logo is a strong, contemporary and confident symbol for a brand that is always

ahead of the rest. It is a specially drawn word mark.

The Airtel Image style

It incorporates two solid, red rectangular forms whose counter form creates an open doorway.

The Airtel Typographical style

The title case lettering with its capital 'A' was deliberately chosen to Reinforce the brand's

leadership position. The red dot on the letterform 'I' Cues Airtel's focus on innovation.. The

words 'Express Yourself' are very much part of the brand identity.


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Board of Directors

The board of directors of the Company has an optimum mix of executive and non-executive

directors, which consists of two executive and thirteen nonexecutive directors.The Chairman

and Managing Director, Mr. Sunil Bharti Mittal, is an executive Director and the number of

Independent Directors on the Board is50% of the total board strength. The independence of a

director is determined on the basis that such director does not have any material pecuniary

relationship with the Company, its promoters or its management, which may affect the

independence of the judgment of a Director. The board members possess requisite skills,

experience and expertise required to take decisions, which are in the best interest of the

Company.

The composition of the Board is as under:

Sunil Bharti Mittal RajanBharti Mittal

Akhil Gupta

RakeshBharti Mittal Chua Sock Koong N. Kumar Kurt Hellstrom Donald Cameron Paul O'Sullivan PulakChandan Prasad Bashir Abdulla Currimjee Ajay Lal Arun Bharat Ram Francis Heng


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Bhartis Vision

By 2012Airtel will be the most admired brand in India:

Loved by more customers

Targeted by top talent

Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the needs ofour customers and

how we want them to feel. We deliver what we promiseand go out of our way to delight the

customer with a little bit more.

Bhartis Mission

To be globally admired for telecom services that delight customers.

We will meet global standards for telecom services that delight customersthrough:

Customer Service Focus

Empowered Employees

Cost Efficiency

Unified Messaging Solutions

Innovative products and services

Error- free service delivery


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Partners

The company has a strategic alliance with SingTel. The investment made by SingTel is one

of the largest investments made in the world outsideSingapore, in the company.

The companys mobile network equipment partners include Ericsson andNokia. In the case of

the broadband and telephone services and enterpriseservices (carriers), equipment suppliers

include Siemens, Nortel, Corning,among others. The Company also has an information

technology alliancewith IBM for its group-wide information technology requirements and

with Nortel for call center technology requirements. The call center operations for the mobile

services have been outsourced to IBM Daksh, Hinduja TMT,Teletech &Mphasis.

Corporate Governance

BhartiAirtel Limited firmly believes in the principles of CorporateGovernance and is

committed to conduct its business in a manner, whichwill ensure sustainable, capital-efficient

and long-term growth therebymaximising value for its shareholders, customers, employees

and society at large. Companys policies are in line with Corporate Governance guidelines

prescribed under Listing Agreement/s with Stock Exchanges and the Company ensures that

various disclosures requirements are complied in letter and spirit for effective Corporate

Governance.During the financial year 2003-04, your Company was assigned

highestGovernance and Value Creation (GVC) rating viz. Level 1 rating byCRISIL, which

indicates that the companys capability with respect tocreating wealth for all its stakeholders

is the highest, while adopting sound Corporate Governance practices.This rating was re-

affirmed by CRISIL on April 20,2006.


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Milestones of the Company

Mobile phone operator, BhartiAirtel, became the first Indian telecom company toserve 50 million customers last month, and is now the worlds tenth largest wireless

carrier.

Bharti has doubled its user base in the past 14 months alone, and hopes to reach 100million subscribers by 2010, according to company executives.

Our next 50 million will largely come from rural India as our plan is to reach 5,200 census towns and over five lacs villages, covering 96 per cent of the Indian

population, said BhartiAirtel president and CEO, ManojKohli, at a news conference

this week.

BhartiAirtel, Indias leading telecommunication services provider, today announcedthat it had crossed the 50 million customer mark. With this, BhartiAirtel has achieved

the distinction of becoming the fastest private telecom company in world to achieve

this landmark in a single country - within 143 months of start of operations. The 50

million customer base covers mobile as well as broadband & telephone customers.

Commenting on this major global landmark, Mr. Akhil Gupta, Joint ManagingDirector, BhartiAirtel said, We are delighted to have achieved this major landmark,

which puts BhartiAirtel amongst the top telecom companies in the world. It

underlines the strength of our unique business model and our vision to provide

affordable services like lifetime prepaid to customers across the length and breadth of

the country. I would like to thank our partners for having shared our vision. This

milestone highlights the emergence of India as one of the top telecom markets in the

world and we are proud to have been at the forefront of this growth. Going forward,

we believe this growth momentum will remain intact and we are gearing towards the

100 million customers mark.


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BhartiAirtel crossed the 10 million customer mark in November 2004. In July lastyear, it crossed the 25 million customer mark.

The company added the next 25 million customers in just 14 months. This is amongstthe fastest rate of customer additions by any telecom company in the world.

Mr. ManojKohli, President & CEO, BhartiAirtel added, This is a very proud momentfor us and I would like to thank our 50 million customers for believing in Airtel. It is a

tribute to our commitment to provide best-in-class services to our customers and lead

the market with exciting innovations. We are committed to create a world-class

organization and benchmark it with the best in the world. As the market gets ready for

the next wave of growth, we are committed to expanding our telecom networks wider

and deeper across the country and partner Indias growth story.

In the mobile business, BhartiAirtel plans to make considerable investments inNetwork expansion to establish presence in all census towns and over 500,000

villages across India by 2010, thereby covering 95% of the countrys total population.

The companys strategic focus will be on further strengthening the Airtel brand

through best-in-class customer service, which is backed by wide national distribution.

In the Enterprise business, BhartiAirtel will invest substantially in the long distancebusiness to achieve the scale of a global carrier within next 2-3 years. It is also

strengthening the corporate business towards becoming a preferred managed services

partner for the top 2000 corporations. In Broadband & Telephone SBU, BhartiAirtel

will initiate large-scale deployments of broadband network infrastructure in 94 towns,

with a sharp focus on the home and SME segments. It is readying to offer triple play

to its customers with the launch of its IPTV service.


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AirTel has taken the lead on many occasions. It has been the first

To launch Cellular service in Delhi on November, 1995. Operator to revolutionalize the concept of retailing with the inauguration of AirTel

Connect (exclusive showrooms)in 1995.

To expand it's network with the installation for second mobile switching center inApril, 1997 and the first in Delhi to introduce the Intelligent Network Platform First

to provide Roaming to its subscribers by forming an association called World 1

Network.

First to provide roaming facility in USA. Airtel has the largestautomatic roaming service "SMART ROAM"- National in 400 cities in India and

"SMART ROAM" - International in over 60 countries and 95 networks all over the

world.

It is also the first company to export its products to the USA.Awards

Bhartiairtel draws top honours at the mass Asia It excellence awards 2006 Bhartiairtel among the top 10 best performing Companies in the world according to

Business week it 100 list.

Sunil bhartimittal is the CEO of the year at The frost and Sullivan Asia pacificawards 2006 And bhartiairtel bags wireless service Provider of the year and

competitive service Provider of the year.

Bhartitele-ventures is the best Indian Carrier at the telecom Asia awards 2006


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Objective of the Study

Our soul objective of this report confines with these facts-

To know the nitty- gritty of airtel industry as much as possible. Determine the market size and potential of all the organise and unorganised players. A comparative analysis among some major players of telecom industry , especially in

Delhi and NCR region in terms of Quality, Brand Equity, Price and Customer Service.

To know whether the signal is good in their area. To find out if the Customers are satisfied or not and areaware of the services and

offers provided.

To recommend measures for improving the product.


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Scope of the study

Bharti Airtel comes under Telecom Industry. Over the years, Indian Telecom Industry

poised to grow at a fast pace of almost 10%/annum due to boom in real scenario. Increase in

income levels and availability of a range of customers options for providing them good

network service at lower cost.

In India, particularly in NCR region, growth rate of Telecom industry is at very high and

constantly growing. By this project finding, we have been trying to catch the satisfaction and

demand of Airtel organisation for their commercial and residential needs in Delhi and NCR

region.

Also as mobile prices begin to pinch purses in these times of meltdown, schemes are making

deeper inroads into urban homes. And they are getting more modified to suit customer

demands.

This study would be useful for companies to know what people perceive and thinkingabout BhartiAirtel Ltd.

This study would be useful to other students as a secondary data. This study would be useful to form strategies according to perception of people about

BhartiAirtel Ltd.


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Methodology

Methodology is a way to systematically solve the research problem. It may be understood as

a science of studying how research is done scientifically. Research Methodology is a step by

step study of a problem. Physical activities involved in the study are:

Developing the questionnaire regarding the customer satisfaction of the product Optimum respondents as a sample size are chosen for the activity to resemble the

entire population.

Get the questionnaire filled by the customers in the place through interview orpersonal interaction.

Analysis of data on computer with special market research statistical packagecalled SPSS.

In this research questionnaire is framed in such a way management wants to know how the

customers are taking things that they had done to them and to find out the expectation of the

customers thus it will impact in policy making of the firm in the current fiscal year.

The questionnaire designed had closed question to find the respondents actual feeling as well

as their opinion rating about the satisfaction regarding the product.

The methodology followed for conducting the study includes the specification of research

design, sample design, questionnaire design, data collection and statistical tools used for

analyzing the collected data.


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Research Design

The research design is the conceptual structure within which research is conducted. It

constitutes the blueprint for the collection, measurement and analysis of data.

Descriptive research

This study is descriptive in nature where the data is collected through well structured

questionnaire and from the information taken from the customers.

Sampling Design/Techniques:

Sampling is the process of selecting a sufficient number of elements from the population, so

that a study of the sample and an understanding of its properties or characteristics would

make it possible for us to generalize such properties or characteristics to the population

elements.

Sampling design is to clearly define set of objects, technically called the universe to be

studied. The sampling design used in this study is probability sampling. Sampling technique

used is Simple Random sampling.

Population:

Population for this research is set as customers who are using AIRTEL.

Sample size:

The research was conducted in Delhi with 50 respondents.


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Data Collection Methods:

Collection of data includes both primary and secondary data. The researcher has collected

both of the above data. The data collected constitutes both primary and secondary data.

Primary data:

Primary datum are collected through observation, direct communication with respondent, and

finally by distributing questionnaire to the employees using Random sampling technique the

employees are selected to fill the questionnaire.

Secondary Data:

Secondary datum is collected from the official record to obtain informations regarding the

rate of absenteeism and the various reasons for absenteeism.

Statistical Tools Used

The main statistical tools used for the collection and analyses of data in this Project are:

Questionnaire Bar Diagrams


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CHAPTER II

CONCEPTUAL FRAMEWORK

Customer Satisfaction

It's a well known fact that no business can exist without customers. In the business of Website

design, it's important to work closely with your customers to make sure the site or system you

create for them is as close to their requirements as you can manage. Because it's critical that you

form a close working relationship with your client, customer service is of vital importance.

What follows are a selection of tips that will make your clients feel valued, wanted and loved.

Customer Expectations:

Customer is defined as anyone who receives that which isproduced by the individual or

organization that has value. Customer expectations are continuously increasing. Brand loyalty s

a thing of the past. Customers seek out products and producers hat are best able to satisfy their

requirements. A product does notneedto be rated highest by customers on all dimensions, only

onthose they think are important.

Customer Satisfaction - a Critical Component of Profitability Exceptional customer service

results in greater which in turn results in higher profitability. Customer loyalty is a

majorcontributor to sustainable profit growth. To achieve success, youmust make superior

service second nature of your organization. A seamless integration of all components in the

service-profitchainemployee satisfaction, value creation, customer satisfaction,customer loyalty,

and profit and growth - links all the critical dynamics of top customer service.Sadly, mature

companies often forget or forsake the thing that made them successful in the first place: a

customer-centric business model. They lose focus on the customer and start focusing on the

bottom line and quarterly results. They look for ways to cut costs or increase revenues, often at


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the expense of the customer. They forget that satisfying customer needs and continuous value

innovation . This creates opportunities for new, smaller companies to emulate and improve upon

what made their bigger competitors successful in the first place and steal their customers.

Customers for Life:

By: Brian Tracy

The purpose of a business is to create and keep a customer. If a business successfully creates and

keeps customers in a cost-effective way, it will make a profit while continuing to survive and

thrive. If, for any reason, a business fails to attract or sustain a sufficient number of customers,

it will experience losses. Too many losses will lead to the demise of the enterprise. According to

Dun and Bradstreet, the single, most important reason for the failure of businesses in America is

lack of sales. And, of course, this refers to resales as well as initial sales. So your company's job

is to create and keep a customer, and your job is exactly the same. Remember, no matter what

your official title is, you are a salesperson for yourself and your company.


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Customer Satisfaction Illusion and Trap:

Today, "it would be difficult to find a company that doesn't proudly claim to be a customer-

oriented, customer-focused, or even-customer driven enterprise. But look closer at how these

companies put their assertions into practice, and often you discover an array of notions and

assumptions that range fromsuperficial and incomplete to misguided." Some examples of

customer satisfaction illusion include:

Believing that by conducting market surveys and focus groups you know all thereis to know

about your customers.

Believing that investing in awareness programs for employees and puttingcustomers'

pictures on the cover of your annual report is enough to achieve customer satisfaction

Believing that the job of CEO is done by giving his or her direct phone number tosome valued

customers

All these approaches are well intentioned, but "all of them offer, at best, partial solutions to their

customer satisfaction, and all, as a result, fall short."

There is nothing wrong with the notion of customer satisfaction per se. "The problem comes

with its pursuit, which if fraught with peril. Most plans to improve customer satisfaction stand on

two shaky - and dangerous - assumptions."3 What they create is an illusion - the customer

satisfaction trap.


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Customer Satisfaction in 7 Steps:

Encourage Face-to-Face Dealings:This is the most daunting and downright scary part of interactingwith a customer. If

you're not used to this sort of thing it can be apretty nerve-wracking experience. Rest

assured, though, it doesget easier over time. It's important to meet your customers faceto

face at least once or even twice during the course of a project.

Respond to Messages Promptly & Keep Your Clients Informed:This goes without saying really. We all know how annoying it is towait days for a

response to an email or phone call. It might notalways be practical to deal with all

customers' queries within thespace of a few hours, but at least email or call them back and

letthem know you've received their message and you'll contact themabout it as soon as

possible. Even if you're not able to solve aproblem right away, let the customer know

you're working on it.

BeFriendly and Approachable:A fellow SitePointer once told me that you can hear a smile through the phone. This is

very true. It's very important to be friendly, courteous and to make your clients feel like

you're their friend and you're there to help them out. There will be times when you want

to beat your clients over the head repeatedly with a blunt object - it happens to all of us.

It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at

all times remain polite and courteous.


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Have a Clearly-Defined Customer Service Policy:This may not be too important when you're just starting out, but aclearly defined customer

service policy is going to save you a lotof time and effort in the long run. If a customer

has a problem,what should they do? If the first option doesn't work, then what?

Attention to Detail (also known as 'The Little Niceties'):Have you ever received a Happy Birthday email or card from acompany you were a client

of? Have you ever had a personalizedsign-up confirmation email for a service that you

could tell wastyped from scratch? These little niceties can be time consumingand aren't

always cost effective, but remember to do them.

Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out:Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

Honour Your Promises:It's possible this is the most important point in this article. Thesimple message: when you

promise something, deliver. The most common example here is project delivery

dates.Clients don't like to be disappointed. Sometimes, something maynot get done, or

you might miss a deadline through no fault ofyour own. Projects can be late, technology

can fail and sub-contractors don't always deliver on time. In this case a quickapology and

assurance it'll be ready ASAP wouldn't go amiss.


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Consumer Analysis

As we know the Airtel is very innovative & quality product their technology &coverage is also

very good. Airtel is mainly targeting to the niche segment because they think they have very

good and improved product so they are targeting to the higher class of people.

Now they are targeting to other segment also like upper middle class and middle class. They

also started targeting to students and office going people. This is that segment which is also

maximum users of mobile & can spend money for the quality product. This is also very large

market for the mobile.

As Airtel is targeting to mainly niche segment but this is not beneficial in long run so they want

to target other segment.

Brand switching is very high in niche segment since this segment has the ability to try out new

& different products. In case of upper middle class & middle class the dynamism of switching

the brand is low since opportunity cost comes into play. In this segment customer mostly

looks for value for money & less prone to try different products. This segment also has the

capacity to create mass base for the product. They always look at the reference group & icon

attach to the product buying process. This segment really very big market & has the capacity to

spend money. So company can earn lots of profits & sales revenue by targeting to them.


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Promotional Strategy

After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular market witnessed a

surge in cellular services. By 2005, there were a total of 12 players in the market with the five major

players being Bharti Tele-Ventures Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL),

Hutchinson-Essar limited (Hutch), Idea Cellular limited (Idea) and Reliance India Mobile (RIM)

(Refer Exhibit I).

All the players except RIM offered services based on the Global System for Mobile (GSM)

technology. RIM provided services based on Code Division Multiple Access (CDMA)

technology as well as GSM.

As competition in the telecom arena intensified, service providers took new initiatives to woo

customers. Prominent among these were - celebrity endorsements, loyalty rewards, discount

coupons, business solutions and talk time schemes. The most important consumer segments

in the cellular industry were the youth segment and the business class segment. The youth

segment was the largest and fastest growing segment and was therefore targeted most heavily

by cellular service providers.

Bharti Tele-Ventures adopted celebrity endorsement as its chief promotional strategy. By

2004 it emerged the unprecedented leader commanding the largest market share in the

cellular service market. (Refer Exhibit II). Hutch implemented the celebrity endorsement

strategy partially, relying primarily on its creative advertising for the promotion of its brand.

BSNL, on the other hand, attracted the consumer through its low cost schemes. Being a state

owned player, BSNL could cover rural areas, and this helped it increase its subscriber base.

Reliance was another player that cashed on its innovative promotional strategies, which

included celebrity endorsements and attractive talk time schemes. Idea, relied heavily on its

creative media advertising sans celebrities.


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Q.1) Are you satisfied with the customer care services of Airtel ?

Response Frequency Percentage (%)

Satisfied 34 68

Not satisfied 10 20

Never used 6 12

Total 50 100

Table 1: Table showing the opinion on customer care services

Figure 1: Figure showing the opinion on customer care services

Analysis and Interpretation:

The table shows that 68% of the customers are satisfied with the customer care services, where as

20% are not satisfied and the remaining 12% havent used customer care services till now.

0

20

40

60

80

Satisfied Not Satisfied Never Used

Customer Care Services

Customer Care Services


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Q.8) Do you use Internet services.


Using 26 52

Not using 24 48

Total 50 100

Table 8:Table showing how many customers use internet services.

Figure 8:Figure showing whether they are using internet services


The table shows that 65% of the customers use internet connection while remaining 35% dont use

internet services.

46

47

48

49

50

51

52

53

Using Not using

Using Internet Connection

Using Internet Connection


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Q.5)Are you satisfied with Internet services.


Satisfied 24 48

Not satisfied 26 52

Total 50 100

Table 1: Table showing opinion on internet services

Figure 1: Figure showing opinion on internet services


The table shows that 48 % of the customers are satisfied with internet services while remaining 52%

are not satisfied with internet services.

46

47

48

49

50

51

52

Satisfied Not Satisfied

Opinion On Internet Services

Opinion On Internet Services


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Q.2) How is network coverage in remote areas ?

Table 2:Table showing network coverage in remote areas

Figure 2: Figure showing network coverage in remote areas


The table shows that 10% of the customers log into internet more than once per day,14% twice per

day, 48% once per day and the remaining 28% do not use internet services. The statistics show that

majority of the people surf internet on a daily basis to stay in touch with friends, family and

colleagues.

0

10

20

30

40

50

Good Average No network Not Even

Once

Network coverage in remote areas

Number of times customers log

in.

Response Frequency Percentage

Excellent 5 10

Good 7 14

Average 24 48

No network 14 28

Total 50 100


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Q.10) Can you rate your experience on using Airtel plans ?


5 star 6 12

4 star 16 32

3 star 11 22

2 star 4 8

1 star 13 26

Total 50 100

Table10:Table showing rating on using Airtel plans

Figure 10: Figure showing rating on using Airtel plans


The table shows that 12% rated 5-star, 32% rated 4-star, 22% rated 3-star,8% rated 2-star

and the remaining 26% rated 1-star for the speed of internet.


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Q.3 ) Maximum recharge per month

Response Frequency Percentage

10-100 6 12

100-200 17 34

200-300 8 16

300-400 9 18

400-500 5 10

Above 500 5 10

Total 50 100

Table 3:Table showing Maximum recharge per month

Figure 3: Figure showing Maximum recharge per month

Analyis and Interpretation :

The table shows that 34% of the respondents use 10-100 of recharge in a month, 16% of them uses

100-200, 16% use 200-300, 18% use 300-400, 10% use 400-500 and 10% use above 500. Majority of

the people get recharge of 10-100 in a month.


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Q.4) Are you using any offers.


Using 39 78

Not using 11 22

Total 50 100

Table 4:Table showing whether offers are used by customers

Figure 4: Figure showing whether offers are used by customers


The table shows that 78% of the respondent use offers where as the remaining 22% doesnt use.


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Q.5) Are you satisfied with the offers !


Satisfied 35 70

Not satisfied 7 14

Neutral 8 16

Total 50 100

Table 5: Table showing opinion on offers used by customers.

Figure 5: Figure .showing opinion on offers used by customers.


The table shows that 70% are satisfied with offers, 14% are not satisfied and the remaining 16% are

neutral.

0

10

20

30

40

50

60

70

Satisfied Not Satisfied Neutral

Offers used by Customer

Offers used by Customer


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Q.6 )Do you have updations regarding the current plans offered by Airtel ?


Up to date 27 54

Not up to date 23 46

Total 50 100

Table 6:Table showing up to date with current offers

Figure 6: Figure showing up to date with current offers


The table shows that 54 % are up to date with offers and the remaining 46% are not up to date.


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CHAPTER IV

SUMMARY AND CONCLUSION

Result of the study

This chapter deals with the major findings of the study which are as follow

Most people fell that AIRTEL signal is good. Only half of the people are satisfied with the customer care services 30% of the people are not satisfied with the customer care employees response. More than half of the people are satisfied with the Internet services Only very few people say that Internet speed is high A very large number of people get 100-200 recharge per month Most people were aware of the offers provided and many of them are using more than

one offer, and most of them are satisfied with the offers.

In the offers provided, most of them are using message offer in combination withother offer

Up to half of the people had used connections other than AIRTEL but most of thepeople find that Airtel is better than other network.


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Limitations

1. Time limit is the major constraint.2.

Some respondents refuse to co-operate.

3. Some respondents replied half heartedly.4. Some respondents gave incomplete information.5. The survey was conducted in very general way as no other variable such as their

education level, occupation and sex.

6. The study is restricted only to AIRTEL, Delhi respondents. The view of their otherareas is not taken.

7. Since the researcher selected 50 sample size it is not sufficient to cover opinion ofentire population..


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Recommendations

The main objective of every analysis is to find whether the customers are satisfied with the

services provided. Following are some of the suggestions given for the improvement of the

product and services

Most the people are satisfied with the offers provided but still some of them suggestedthe following for betterment :

- Local and STD rates should be slashed down further- 1 paisa per min offer should be introduced- Customers feel that compared to other network services offers provided are

less

- More slash in ISD rates Regarding the internet connection customers feel that the wireless modem provided

should be of more speed i.e., they want it to be as speed as the landline modem

Even though many people are satisfied with the Network range but people fromremote areas of Delhi want improvement in the network connection

Customers suggested to improve the customer care services and the response given bythe customer care employees should be improved

Some suggested that the dialer tune services should be increased.


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BIBLIOGRAPHY

Websites:

1. https://wikpedia.com/config/login_verify2?&.src=ym&rl=1managementhelp.org2. https://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continu

e=https%3A%2F%2F%2FService%3Fservice%3%26passive%3Dtrue

3. https://customersatisfaction.com

4. http://.1000ventures.com/aboutus
https://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtruehttps://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtruehttps://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtruehttps://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtruehttps://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtruehttp://www.customersatisfaction.com/http://www.customersatisfaction.com/http://www.customersatisfaction.com/http://.1000ventures.com/abouthttp://.1000ventures.com/abouthttp://.1000ventures.com/abouthttp://www.customersatisfaction.com/https://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtruehttps://airtelbroadband.in/accounts/?hl=en&service=&ilo=1&ils=s.IN&ilc=1&continue=https%3A%2F%2F%2FService%3Fservice%253%26passive%3Dtrue


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APPENDIX

Personal details:

Name

Age

Gender

Address

Contact no.

Questionnaire

Q1. Are you satisfied with the customer care services of Airtel ?

Yes No

Q2. How is network coverage in remote areas ?

Excellent Good Average No network


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Q3. Maximum recharge per month ?

10-100 100-200 200-300 Above 300

Q4. Are you using any offers ?

Yes No

Q5. Are you satisfied with the offers ?

Yes No

Never used

Q6. Do you have updations regarding the current plans offered by Airtel ?

Yes No

Q7. Are you satisfied with the tariff rates airtel is offering in comparison to other companies?

Yes No Cant say


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Q8. Do you use internet services of Airtel ?

Yes No Dont know that internet connection was there

Q9. Do you feel Airtel is better than any other connections ?

Yes No

Q10. Can you rate your experience on using Airtel plans ?

Excellent Very good Good

Bad

Very badQ11. What are your issues related to the roaming facility provided by Airtel ?

Call rates Network Any other specify

Q12. Can you give your valuable suggestions

________________________________________________________________________


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Date post:	04-Jun-2018
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Airtel Planz Final Project

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