Profect report Airtel

7/29/2019 Profect report Airtel

1/58

INTRODUCTION

CORPORATE NAME : Bharti Airtel Ltd

BUSINESS GROUP : Bharti group

CHAIRMAN AND MANAGING

DIRECTOR : Mr. Sunil Bharti Mittal

COMPANY SECRETARY : Mr. Narendra Gupta

INDUSTRY :Telecommunication Service

REGISTERED OFFICE : Qutab Ambience ( At

Qutab Minar) H- 5 / 12 New

Delhi -110030, India .

BSE : BHARTI

TELEPHONE NO : 51666000 / 51666001 /

516660002

FAX : 91- 11- 51666011 / 12

WEB SITE : www.bhartiteleventures.com

1
http://www.bhartiteleventures.com/http://www.bhartiteleventures.com/


2/58

Company Profile

Sunil Bharti Mittal or SBM as he is called, has at the age of 43 created a Telecom Giant

in India. It has risen from humble beginnings in 1970s as a bicycle parts manufacturer,

knitwear and stainless steel utensils in Ludhiana, Punjab state. Together with other

foreign companies he has raised $ 1.5 billion of which $ 800 million is still in the bank.

Bharti happens to be Indias premier telecom company in the field of telecom terminals

and technology tie ups with world leaders like Siemens, Goldstar, Tatacom and

Casio. It is the first company in India to export telephones to U.S.A and has finalized

plans to manufacture GSM terminals in India.

The success story of Bharti Enterprises can be acknowledged from the fact that Bharti has

acquired 44% of stake of British Telecom, which was up till now one of the partners

with Bharti Enterprises for $140.2 joint venture. The transaction was worth 100

million pounds.

Bharti Enterprises controls about 20 % of the Total Telecom market in India. As he puts it, it was a

mixture of Vision, good luck and hard work by a team of about 10 12 senior people. The

early beginnings in 1985 were in manufacturing telephone handsets They did not have the

expertise to do telephone exchanges, jelly -filled cables had become a commodity and their

capital investment was high.

2


3/58

Bharti Airtel Limited ,

BHARTI AIRTEL LIMITED, a part of Bharti enterprises, is India's leading provider of

telecommunications services. The businesses at Bharti Airtel have been structured into

two main strategic business groups - the Mobility Leaders business group and the Infotel

Leaders business group. The Mobility business group provides GSM mobile services

across India in twenty three telecom circles, while the Infotel business group provides

broadband & telephone services, long distance services and enterprise services. All these

services are provided under the airtel broad band.

Bharti Airtel Limited is one of Indias leading private sector providers of

telecommunications services with an aggregate of over 23.29 million customers as of end

of May 08, consisting of more than 21.86 million mobile customers. The Company was

the first private operator to provide mobile services in all the 23 circles in India. The

Company also provides telephone services and Internet access over DSL in 15 circles.

The Company complements its mobile, broadband & telephone services with national and

3
http://www.airtelworld.com/


4/58

international long distance services. The Company also has a submarine cable landing

station at Chennai, which connects the submarine cable connecting Chennai and

Singapore. The Company is parts of the consortium, which jointly owns and has

developed the next generation undersea, cable system SEA-ME-WE-4. The Company

provides reliable end-to-end data and enterprise services to the corporate customers by

leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and

mobile circles, VSATs , ISP and international bandwidth access through the gateways

and landing station group has two sub-units - carriers (long distance services) and

services to corporate . All these services are provided under the Airtel brand.

Airtel comes to you from Bharti Airtel Limited - a part of the biggest private integrated

telecom conglomerate, Bharti Enterprises

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 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 provides a range of telecom services, which include Cellular, Basic, Internet and

National Long Distance. Bharti also manufactures and exports telephone terminals and

cordless phones. Apart from being the largest manufacturer of telephone instruments in

India, it is also the first company to export its products to the USA.

4


5/58

INVESTOR RELATIONS

Creating value for our customers, employees, investors, partners, vendors and the society

at large lies at the root of our fundamental business strategy. Our core principles of trust

and transparency have come a long way in helping us develop and nurture long-term

relationships with our key stakeholders. Our performance exudes from our belief in and

commitment to the telecom sector; and translates into creating innovative exciting

opportunities for one and all.

5


6/58

Sunil Bharti Mittal

Chairman & Managing Director since October 2001

Board director since: July 1995

Age: 49 years

Sunil Bharti Mittal is the Chairman and Managing Director of Bharti Airtel

Limited (Bharti), Indias largest private integrated telecom player. The

company has nearly 20 million customers on its well-respected brand AIRTEL.

Sunil was one of the first entrepreneurs to identify the mobile telecom business as

a major growth area and launched services in the city of Delhi and the National

Capital Region in the year 1995. Under his inspiring leadership the company grew

organically and inorganically, covering the entire country by providing integrated

telecom services.

In his personal capacity, Sunil has received several awards such as:

Best Asian Telecom CEO, Telecom Asia Awards 2005

Best CEO, India, Institutional Investor, 2005

Business Leader Of The Year, Economic Times, 2005

Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young

Sunil has always been a pioneer. A first generation entrepreneur, he started his

first business in 1976 with a capital investment of Rs 20,000. He initially founded

a number of trading concerns, and established the first company to manufacture

6


7/58

push button telephones in India. This company is now one of the largest

manufacturers of telephones in the world.

Apart from his role at Bharti, Sunil holds the position of the Honorary Consul

General of the Republic of Seychelles in New Delhi, India. Some of his other

roles include being a member of the Prime Ministers Council on Trade and

Industry; Co-Chairman of the Indo-British Partnership and a Board Member of

the Global GSM Association.

7


8/58

INFORMATION ABOUT AIRTEL BROADBAND

Airtel broadband

Airtel Broadband is powered by DSL technology. DSL provides blazing-fast,

secure Internet access and can. Vary from 128Kb to 8Mb per second depending

on the type and cost of the service.

8


9/58

DSL

Simply put, broadband is a high-speed connection to the Internet that is

always on. Broadband is faster than a standard dial-up, enabling you to view web

content faster and download files more quickly. Besides being much faster,

broadband is more reliable than dial-up due to broad bands digital nature and

always on connectivity. With broadband, when you turn on your computer, you're

already connected to the Internet and ready to surf at high speeds.

What is DSL?

The full form of DSL is Digital Subscriber Line. DSL internet is faster

than cable internet. It is a broadband internet connection and files can be uploaded

and downloaded quickly. The most important point is that you do not require any

new cabling to be connected to DSL internet. You can simultaneously connect

through the phone lines for accessing internet and receive

DSL technology

Airtel Data Service is powered by DSL technology.

DSL provides blazing-fast, secure Internet access and can be delivered to both

homes and to businesses. Delivered right through a regular telephone line, data

rates can vary from 128Kb to 8Mb per second depending on the type and cost of

the service. DSL can be delivered to both homes and to businesses.

9


10/58

Digital Subscriber Line (DSL) technology provides instant Internet and

network access at speeds up to 50 times faster than a 28.8Kbps modem on a

standard analog phone line. There are no dial-up delays, no busy signals. What

used to take minutes or hours to download will take just seconds or minutes.

With DSL Internet Service you can download graphics-heavy files, large

documents, software, photos, email attachments, and more, instantly. It's perfect

for real-time interactive multimedia, broadcast quality video, distance learning,

and video-on-demand. And because DSL Internet Service sends data and voice

over the same line, you can talk on the phone while you are online.

It's also a service that you don't have to dial into. Just turn on your PC, open a

browser, and you're ready to surf. (No more hearing those annoying beeps and

tones, then waiting to be connected. You're always connected whenever you wish

to!). Beyond Internet access, DSL also has the ability to carry additional phone

lines and entertainment services using the same pair of wires.

High-speed Internet access through DSL, changes your Internet experience

perceptibly.

10


11/58

Facilities provided by DSL

Download music

Download your favorite songs; listen to radio station around the

world.

1. play games online

Play exciting games on internet without the lag time your get with a dial-up

connection. challenge other player and make moves at lighting speed with

unlimited access. Crackup the excitement with fast response times. Download the

latest demo, patch, or even host your own games online.

2. online shopping

Give your entire household the flexibility they need to get life down on-line.

Steal great bargains and avail discount online, book tickets, purchase gifts for

loved ones with out disconnections, gain shopping benefits such as convenience

and time saving, better information and price saving.

11


12/58

3. movies, videos and more

with DSL you can use high speed connection to take advantage of video clips and

sound by the offered on your favorite web sites. watch breaking news. view clips

of current event you may have missed. Preview trailers from the latest movies.

4. online education

For distance countries to work around your schedule ,full about to e-education, e-

zones , employments center academic counseling open up around new world of

extended learning education at the fast and easy way.

5. meet new people, chat and e-communities

Meet when you are in the hard to crack with situation or make new friends . DSL

ensure you stay connected with new communities around new world of

communities and zips you into the world of communities and interaction in chat

rooms, bulletin board.

12


13/58

Features of airtel broadband

Power Surfing

Reliable & Secure

Scalable

Instant Connectivity

High on Value, Low on Cost

Customer Support

Talk 'n' Surf

Power Surfing

Whether it is connecting to the net, surfing or downloading heavy files, high-

speed Internet access changes your Internet experience. With speeds of upto 512

kbps (@work) and 256 kbps (@home), it's the most advanced broadband

experience in India.

13
http://airtel-broadband.com/experience2.htmhttp://airtel-broadband.com/experience3.htmhttp://airtel-broadband.com/experience4.htmhttp://airtel-broadband.com/experience5.htmhttp://airtel-broadband.com/experience6.htmhttp://airtel-broadband.com/experience7.htmhttp://airtel-broadband.com/experience2.htmhttp://airtel-broadband.com/experience3.htmhttp://airtel-broadband.com/experience4.htmhttp://airtel-broadband.com/experience5.htmhttp://airtel-broadband.com/experience6.htmhttp://airtel-broadband.com/experience7.htm


14/58

Reliable and Secure

The Airtel Data Services infrastructure and end-to-end digital network of

underground copper cable lines ensure an extremely robust connection that

eliminate the risk of damage and guarantee a wholly reliable Internet connection.

Further, superior server technology and a dedicated port provide total security to

data storage and information exchange through the Internet

Scalable

Airtel Data Services offers you a wide range of tariff plan packages that suit your

needs; with the flexibility to scale up your connections as your needs and your

business grow. The ease of up gradation and the price-performance value in each

package makes a Airtel Data Services connection sound business sense

Instant Connectivity

An always-on Airtel Data Services connection means that the Internet is instantly

available anytime on your desktop. No more modem connections that seem to

14


15/58

take forever. No more busy signals and no more sharing of bandwidth with an

invisible population.

High on value, low on cost

At a speed of upto 512 kbps, the internet connection of Airtel DSL is

approximately 300 times faster than 24.4 Kbps modems, 100 times faster than 56

Kbps modems and 70 times faster than 128 Kbps ISDN. It comes with two built-

in static IP addresses to facilitate scalability.

You can configure your own mail or web server or even your own mail domain

without adding any significant burden to your capital expenditure.

Airtel Data Services HOMEpackages are available for as low as Rs 200/- and the

WORKpackage starts at Rs. 2495/- .

Customer Support

We promise a 24 x 7 customer support service. We try to live up to this promise

and realize that the best intentions are sometimes unfulfilled. To help us serve you

even better, we look forward to your feedback. Your suggestions for

improvement, brickbats and even an occasional bouquet, will only help us realize

our promise!

15
http://airtel-broadband.com/http://airtel-broadband.com/http://airtel-broadband.com/http://airtel-broadband.com/


16/58

Talk 'n' Surf

With Airtel Data Services users can talk and surf the internet at the same time, via

a single telephone line. Airtel Data Services connection does not block existing

telephone lines and allows one family member to use the phone while another

surfs the net. No more missed calls and no more fights!

scope

Find the awareness level of the customer In relation to Broadband

Airtel Connection provided by Airtel BBTS ?

Satisfaction in relation to Bandwidth of DSL Connection.

What type of promotion vehicles use for Airtel Broadband services?

What are the potential markets of the Airtel Broadband Connection?

Satisfaction level in relation to explanation of Tariff plans schemes.

16


17/58

Quality of installation work inside.

Quality of Information provided by the call center executive.

Overall quality of services.

Satisfaction in relation to problem was solved.

OBJECTIVE

Customer Satisfaction Level in relation to Broadband Connectivity offered by

Bharti Airtel Ltd.

To ascertain reasons of Deactivation of AirTel Broadband connection.

To highlight the various dimensions involved in the decision of the customer to

disconnect the Airtel Broadband connection.

Awareness of customer.

Requirement of customer.

Potential market of customer.

17


18/58

Customer Satisfaction

Bandwidth and speed of the Connection

Research Methodology

Sample Size : 100

: 77(Male)

: 23(Female)

Sampling : Random Sampling

Method of Data Collection : Questionnaire Method

Research Design

The design in such studies is rigid and not flexible and must focus attention on the

following:

18


19/58

1) Formulating the objective of the study.

2) Designing the methods of data collection.

3) Selecting the sample.

4) Collecting the data.

5) Processing and analyzing the data.

6) Reporting the findings.

Data Sources:

Primary Data was collected through Survey and direct interviews. Done with

the those customers which have the Airtel DSL connection. the questionnaire was

a good source of primary data.

Secondary Data: - several magazines, newspapers, press monitors at AirTel and

other secondary sources of data were referred. The Manuals in the organiazation

were also consulted.

Sampling Unit: -Population

Age Group

15-25 3

25-35 52

35-45 35

Above 45 10

Qualification

Intermediate 02

19


20/58

Graduate 27

Post Graduate 38

Technical 33

Customer Class

Student 08

Professor 17

Businessman 37

Other 38

Analysis of data

Customer Group :

Age Group:

15-25 25-35 35-45 Above 45

3% 52% 35% 10

%

20


21/58

3%

58%

38%1%

15-25

25-35

35-45

Above45

Gender :

Male Female

77% 23%

21


22/58

77%

23%

0%

20%

40%

60%

80%

1

Male

Female

22


23/58

Qualification :

Intermediate Graduate Post

graduate

Technical

2% 27% 38% 33%

2%27%

38%

33%

Intermidiategraduate

Graduate

post Graduate

technical

23


24/58

Designation :

Student Professional Businessman Other

8% 17% 37% 38

%

8%17%

37%

38%

student

professionalbussinessman

other

24


25/58

1. Table for the level of awareness about DSL

services Provided By Airtel

Response %age

Yes 100

No 0

%age

Slice 2

Slice 3

Slice 4

The analysis gives a result that 100% of the DSL subscribers are aware about the

DSL technology and services provided by Airtel.

2. Satisfaction level of the subscribers for the bandwidth

provided by the Airtel DSL

25


26/58

Response%age levelofsatisfaction

Excellent 16

Good 60

Average 23

Poor 01

10%

66%

24% 0% excellent

good

average

poor

The data analysis gives a positive response about the speed of the websites

The table and chart show that maximum subscribers are satisfied with the speed of

the surfing via Airtel broadband.

A few of extremely happy with the surfing speeds that are approx 512 kbps, while

a few gave average response to the speed factor of Airtel.

It is notable that none of the DSL subscribers are dissatisfied with the speed of the

running websites.

3 Table for the speed of the websites running on the DSL connection of Airtel

26


27/58

Response %age Level of satisfaction

Excellent 10Good 66

Average 24

Poor 00

10%

66%

24% 0% excellent

good

average

poor

Airtel is providing a wide range of services via its broadband the analysis of the above

data shows that its services are quite up to mark for most of the subscribers.

A majority of the subscribers find the services good while 17 % find them at average,

only 4 % to the total sample under study found it poor which in itself is quite negligible

for such a large network coverages.

4 Table for the satisfaction level of the subscribers in context with the service levels of the

provider.

27


28/58

response %age of satisfactionlevel

Excellent 39Good 40

Average 17

Poor 4

39%

40%

17% 4%excellent

good

average

poor

5 Table for the quality analysis of the marketing support provided by the DSL.

28


29/58

response %age of satisfaction level

Excellent 45

Good 32

Average 16poor 7

45%

32%

16%7%

excellent

good

average

poor

6 Table for Satisfaction in relation to explanation of Tariff plans and schemes

29


30/58


Excellent 33Good 54

Average 10

poor 03

33%

54%

10%3%

0%

10%

20%

30%

40%

50%

60%

1

excellent

good

average

poor

7 Table for friendliness and responsiveness of sales person

30


31/58


Excellent 23Good 64

Average 11

poor 02

23%

64%

11% 2%

excellent

good

average

poor

8 Table for Satisfaction in relation to commitment made by sales person

31


32/58


Yes 67NO 33

67%

33%

Yes

No

9 Table for quality of installation work inside

32


33/58

response %age of satisfaction

levelExcellent 12

Good 67

Average 20

poor 01

12%

67%

20%1%

excellent

good

average

poor

10 Table for advice on preventing problem recurrence

33


34/58


Excellent 24

Good 46

Average 27poor 03

24%

46%

27%3%

excellent

good

average

poor

11 Table for presentation of installation personnel

34


35/58


Yes 82

NO 18

82%

18%

Yes

No

12 Table for visit of installation team at a time convenient

35


36/58


Yes 56

NO 44

56%

44%Yes

No

13 Table for complain about any of the problem in the installation report

36


37/58


Yes 76

NO 24

76%

24%

Yes

No

14 Table for quality of information provided by the call center executive

37


38/58

response %age of satisfactionlevel

Excellent 11

Good 58Average 27

poor 04

11%

58%

27%

4%

excellent

good

average

poor

15 Table for visit of someone to repairing fault

38


39/58


Yes 56

NO 44

56%

44%Yes

No

16 Table for rating the problem was solved

39


40/58


Excellent 23

Good 45

Average 17poor 15

23%

45%

17%

15%excellent

good

average

poor

17 Table for attitude of the customer care executive


40


41/58

Excellent 23

Good 54

Average 15

poor 08

23%

54%

15%8%

0%

10%

20%

30%

40%

50%

60%

1

excellent

good

average

poor

18 Table for satisfaction in relation to time taken to solve problem


41


42/58

Excellent 33

Good 38

Average 14

poor 15

33%

38%

14%15% excellent

good

average

poor

19 Table for understanding messages in advertising


Excellent 27

42


43/58

Good 59

Average 12

poor 02

27%

59%

12% 2%

excellentgood

average

poor

20 Table for extent of help provided in growing business


Excellent 31

43


44/58

Good 48

Average 20

poor 01

31%

48%

20% 1%excellent

good

average

poor

21 Table for Overall quality of services


Excellent 32

Good 39

Average 26

44


45/58

poor 04

excellent32%

good

38%

average26%

poor

4% excellent

good

average

poor

22 Table for value for money


Excellent 28

Good 38

Average 33

45


46/58

poor 01

28%

38%

33%1%

excellent

good

average

poor

23 Table for receiving regular mailers or other communication


Yes 58

NO 42

46


47/58

58%

42%Yes

No

24 Table for in relation to recommend the Airtel DSL to other friends and relatives


Yes 67

NO 33

47


48/58

67%

33%

Yes

No

25 Table For the rate Airtel, BSNL, Sify,and Reliance on a scale of 1-4

TelecomCo.

1 2 3 4

Airtel 33 34 15 18

BSNL 27 21 30 22Sify 24 32 21 24

Reliance 17 13 34 36

48


49/58

FINDINGS AND LIMITATION:

The analysis gives a result that 100% of the DSL subscribers are aware about the

DSL technology and services provided by Airtel. The data analysis gives a

positive response about the speed of the websites

The table and chart show that maximum subscribers are satisfied with the speed ofthe surfing via Airtel broadband.

A few of extremely happy with the surfing speeds that are approx 512 kbps, while

a few gave average response to the speed factor of Airtel.

It is notable that none of the DSL subscribers are dissatisfied with the speed of the

running websites. Airtel is providing a wide range of services via its broadband

49

33%34%

15%18%

27%21%

30%

22%24%

32%

21%

24%

17%13%

34%36%

0%

10%

20%

30%

40%

Airtel BSNL Sify Reliance

1

2

3

4


50/58

the analysis of the above data shows that its services are quite up to mark for most

of the subscribers.

A majority of the subscribers find the services good while 17 % find them at

average, and only 4 % to the total sample under study found it poor which in itself

is quite negligible for such large network coverage. The data of the above table

reveals the fact that maximum percentage of the subscribers under study receives

good marketing support from the DSL.

32 % of the total population is satisfied with the support, 16 % admire the support

system to an average while only 7 % of the total is dissatisfied with the marketing

support provided by the DSL which may be due to several socio economic

factors

Findings :

The most of the subscribers are satisfied with his Airtel DSL Connection &

services provided by Airtel Broadband.

Over all quality of Airtel Broadband connection is satisfied.

Customer satisfied with overall marketing support that he receives from Airtel

DSL connection.

Customer satisfied with the quality of Airtel DSL services.

50


51/58

Over all attitude of the customer is positive with Airtel DSL.

Limitations of the study

The sample size taken is small to make a universal statement

Biasness of the respondent.

Lack of sufficient information & difficulty in gathering of resionable data.

Its all about future prediction and future.

Suggestions & Recommendations:

Airtel needs to improve awareness of the customer in relation to AirtelBroadband connection. Some customers have no information about Airtel

DSL broadband Tariff plans and new schemes which is very useful for him.

51


52/58

Another problem for the customer is some people are think Airtel DSL

connection is very expensive, it is because of his unawareness. Thus it is

very necessary to concentrate on advertising if messages.

Another problem, customer are satisfied with mode of payment of bill. But

customers have billing related problems. According to the analysis many

customers have faced the problem of wrong and over charged bills, which

made them go through lots of harassment.

Regular visit of place where DSL connection is installed, it makes

subscribers to think that Airtel worried about his subscribers.

Customers are dissatisfied with customer cares due to take long time for

solve the problem and quality of information provided by the customer care

executive are not satisfied for the customer.

Company should improve the Advertisement of Airtel Broadband

connections Tariff Plans, schemes, and benefits. It attracts the subscribers

to take Airtel DSL connection.

52


53/58

During connection of Airtel Broadband connection some extra facilities will

be provided at free of cost.

Customer care should also inform about Airtel DSL connection to the

customer.

Take extra concentration on solving the problem related to installation

report.

Regular visit at the place where Airtel DSL connection is installed.

Send regular mailers and other communication to Airtel DSL subscribers

Conclusions

53


54/58

Although for the organizations betterment its executives are working hard and

trying to serve in the best possible manner with their colleagues and they all are

very qualified and experienced. So organization must extract optimum from them.

Because of its well framed working, the organization has unique position in the

country.

As per the study because of short deviation it is very difficult to cover in

fact one small topic as it has many diverse things to know. So as far as possible I

tried in a better way to know as much as possible. The observations and

suggestions are based on the queries and review of work procedure as much I

came to know. There may be some lack nesses in it, but as per knowledge it has

been dealt as such. As this is my first experience to get familiar with the

organization and due to matters being confidential, there may be some things that

I couldnt extract. Although it is a very good experience for me, which will help

me through out my life

Bibliography

54


55/58

www.airtelworld.com

www.google.co.in

www.economoicstimes.com

www.bharti.com

Research Metholodgy C.R.Kothari

Marketing Management Philip Kotler

Annexure

55
http://www.airtelworld.com/http://www.google.co.in/http://www.economoicstimes.com/http://www.bharti.com/http://www.airtelworld.com/http://www.google.co.in/http://www.economoicstimes.com/http://www.bharti.com/


56/58

QUESTIONNAIRE:

1. Are you aware with DSL services provided by Airtel

BBTS ?

2. Explanation of Tariff plans, schemes and benefits.

3. Are you satisfied with the bandwidth of your Airtel

DSL connection?

4. Are all websites running equally fast on your DSL

connection?

5. Are you satisfied with the service level of the

provider?

6. Are you satisfied with the overall quality of marketing

support that you receive from the DSL connection?

7. Friendliness and responsiveness of sales person.

8. Were all commi5tments made by the sales person

Name Of Customer :

Age Group: 15-25____, 25-35____, 35-45____, Above 45____,

Gender : Male______ , Female________,

Qualification : Intermediate___, Graduation___, Post Gradation___,Technical____,

Designation : Student____, Prof.____, Businessmen____, Other____,

Area (DLC) : _________,

Contact No. : __________________________,

56


57/58

fulfilled? (Y/N)

9. Quality of installation work inside.

10. Did you complain about any of the problem in the

installation report ? (Y / N)11. Did the installation personnel look presentable? (Y/N)

12. Did the installation team visit you at a time

convenient to you. (Y/N)

13. Quality of information provided by the call center

executive.

14. How do you rate the way problem was solved.

15. Friendly or courteous attitude of the customer care

executive.

16. Did someone visit your place for repairing any fault?(Y/N)

17. Are you satisfied with time taken to solve your

problem?

18. Do ypu receive regular mailers or other

communication?(Y/N)

19. Ease of understanding messages in advertising.

20. Extent of help provided in growing your business.

21. Over all quality of services.

22. Value for money.

23. Advice on preventing problem recurrence.

24. Would you like to recommend Airtel to your friends

& relatives.

25. How would you rate sify , Reliance , Airtel & BSNL

on a scale of 1-4.

1. Reliance

2. BSNL

3.Sify

4. Airtel

57


58/58

Note : 1 . Excellent

2 . Good

3 . Averages

4 . Poor

Date post:	03-Apr-2018
Category:	Documents
Upload:	whitehatanand
View:	226 times
Download:	0 times

Profect report Airtel

Documents