airtel planz final project
TRANSCRIPT
-
8/13/2019 Airtel Planz Final Project
1/49
-
8/13/2019 Airtel Planz Final Project
2/49
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
-
8/13/2019 Airtel Planz Final Project
3/49
-
8/13/2019 Airtel Planz Final Project
4/49
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.
-
8/13/2019 Airtel Planz Final Project
5/49
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
-
8/13/2019 Airtel Planz Final Project
6/49
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
-
8/13/2019 Airtel Planz Final Project
7/49
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
-
8/13/2019 Airtel Planz Final Project
8/49
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).
-
8/13/2019 Airtel Planz Final Project
9/49
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
-
8/13/2019 Airtel Planz Final Project
10/49
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.
-
8/13/2019 Airtel Planz Final Project
11/49
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
-
8/13/2019 Airtel Planz Final Project
12/49
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
-
8/13/2019 Airtel Planz Final Project
13/49
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.
-
8/13/2019 Airtel Planz Final Project
14/49
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
-
8/13/2019 Airtel Planz Final Project
15/49
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
-
8/13/2019 Airtel Planz Final Project
16/49
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.
-
8/13/2019 Airtel Planz Final Project
17/49
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.
-
8/13/2019 Airtel Planz Final Project
18/49
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.
-
8/13/2019 Airtel Planz Final Project
19/49
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
-
8/13/2019 Airtel Planz Final Project
20/49
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.
-
8/13/2019 Airtel Planz Final Project
21/49
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.
-
8/13/2019 Airtel Planz Final Project
22/49
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.
-
8/13/2019 Airtel Planz Final Project
23/49
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.
-
8/13/2019 Airtel Planz Final Project
24/49
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
-
8/13/2019 Airtel Planz Final Project
25/49
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
-
8/13/2019 Airtel Planz Final Project
26/49
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.
-
8/13/2019 Airtel Planz Final Project
27/49
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.
-
8/13/2019 Airtel Planz Final Project
28/49
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.
-
8/13/2019 Airtel Planz Final Project
29/49
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.
-
8/13/2019 Airtel Planz Final Project
30/49
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.
-
8/13/2019 Airtel Planz Final Project
31/49
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.
-
8/13/2019 Airtel Planz Final Project
32/49
-
8/13/2019 Airtel Planz Final Project
33/49
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
-
8/13/2019 Airtel Planz Final Project
34/49
Q.8) Do you use Internet services.
Response Frequency Percentage (%)
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
Analysis and Interpretation:
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
-
8/13/2019 Airtel Planz Final Project
35/49
Q.5)Are you satisfied with Internet services.
Response Frequency Percentage (%)
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
Analysis and Interpretation:
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
-
8/13/2019 Airtel Planz Final Project
36/49
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
Analysis and Interpretation:
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
-
8/13/2019 Airtel Planz Final Project
37/49
Q.10) Can you rate your experience on using Airtel plans ?
Response Frequency Percentage (%)
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
Analysis and Interpretation:
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.
-
8/13/2019 Airtel Planz Final Project
38/49
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.
-
8/13/2019 Airtel Planz Final Project
39/49
Q.4) Are you using any offers.
Response Frequency Percentage (%)
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
Analysis and Interpretation:
The table shows that 78% of the respondent use offers where as the remaining 22% doesnt use.
-
8/13/2019 Airtel Planz Final Project
40/49
Q.5) Are you satisfied with the offers !
Response Frequency Percentage (%)
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.
Analysis and Interpretation:
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
-
8/13/2019 Airtel Planz Final Project
41/49
Q.6 )Do you have updations regarding the current plans offered by Airtel ?
Response Frequency Percentage (%)
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
Analysis and Interpretation:
The table shows that 54 % are up to date with offers and the remaining 46% are not up to date.
-
8/13/2019 Airtel Planz Final Project
42/49
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.
-
8/13/2019 Airtel Planz Final Project
43/49
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..
-
8/13/2019 Airtel Planz Final Project
44/49
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.
-
8/13/2019 Airtel Planz Final Project
45/49
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 -
8/13/2019 Airtel Planz Final Project
46/49
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
-
8/13/2019 Airtel Planz Final Project
47/49
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
-
8/13/2019 Airtel Planz Final Project
48/49
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
________________________________________________________________________
-
8/13/2019 Airtel Planz Final Project
49/49