Download - DISH TV PPT
To do comparative analysis of Recharge
satisfaction for different DTH players of India
94% 96% 98%96%90%
96%
57%
20%28%
85% 84%96%
31%
6%
22%
39%28%
56%
DELHI (150) HARYANA(50) PUNJAB(50)
Product Availability
Dish TV Tata sky Big TV
Airtel Sun Direct Videocon
DISH TV
TATA SKY
AIRTEL
BIGTV SUNDIRECT
VIDEOCON
DELHI 141 144 128 86 47 59
HARYANA
48 45 42 10 3 14
PUNJAB 49 48 48 14 11 28
Availability is not an area of concern
95%
73%
100%94% 93%
98%99%95% 98%
93%
60%
86%
98%
67%
91%90%
64%
96%
Delhi Haryana Punjab
Entry Offer
Dish Tv Tata Sky Airtel
Big TV Sun Direct Videocon
DISH TV TATA SKY
AIRTEL BIG TV SUN DIRECT
VIDEOCON
DELHI 134 136 127 80 46 53
HARYANA
35 42 40 6 2 9
PUNJAB 49 47 47 12 10 27
•The awareness about entry offers is limited in Haryana.
•In Delhi and Punjab, the scenario of Dish TV dealers’ awareness is quite fine
•Distributors need to be more in touch with dealers, as they are the only source of information
95%
79%
98%
0% 0% 0%
99% 95% 94%
0% 0% 0%
98%
33% 36%
0% 0% 0%
Delhi Haryana Punjab
Recharge Offer
Dish Tv Tata Sky Airtel
Big tv Sundirect Videocon
DISH TV TATA SKY
AIRTEL BIG TV SUN DIRECT
VIDEOCON
DELHI 134 0 127 0 46 0
HARYANA
38 0 40 0 1 0
PUNJAB 48 0 45 0 0 0
•Situation is not different from Recharge offers
•The company and distributors need to be more active
•Close competition by Airtel in all three states.
COMPANY 20%
DISTRIBUTORS 24%
OTHER DEALER8%
NOT KNOW20%
CUSTOMER28%
INFORMATION
Mode of Recharge
29%
56%
15%
37%
47%
16%
31%
45%
16%19%
57%
17%11%
62%
19%
0%
68%
32%
EPRS Voucher Oxygen
Dish Tv Tata Sky Airtel
Big TV Sun Direct Videocon DELHI
DISHTV 141
TATA SKY 144
AIRTEL 128
BIG TV 86
SUN DIRECT 47
VIDEOCON 59
EPRS 41 53 40 16 5 0
VOUCHER
79 68 58 49 29 40
OXYGEN
21 23 21 15 9 19
Frequent trouble complains in EPRS recharge option, vouchers are preferred over others that are not the case with other brands who use all other options.
31%
56%
13%
36%
49%
16%
43%48%
10%
20%
60%
20%
33%
67%
0%
21%
64%
14%
EPRS VOUCHER OXYGEN
HARYANA
Dish Tv Tata Sky Airtel Big TV Sun direct videocon
DISH TV (48) TATA SKY (45) AIRTEL (42) BIG TV (10) SUNDIRECT (3) VIDEOCON (14)
EPRS 15 16 18 2 1 3
VOUCHER 27 22 20 6 2 9
OXYGEN 6 7 4 2 0 2
24%
61%
14%
40%
48%
13%
42%46%
13%
21%
36%
43%
18%
64%
18%14%
68%
14%
EPRS VOUCHER OXYGEN
Punjab
DISH TV TATA SKY AIRTEL
BIG TV SUN DIRECT VIDEOCOn
DISHTV 49
TATA SKY 48
AIRTEL 48
BIG TV 14
SUN DIRECT 11
VIDEOCON28
EPRS 12 19 20 3 2 4
VOUCHER
30 23 22 5 7 19
OXYGEN
7 6 6 6 2 4
Punjab Dealers are also facing same the problem in Dish TV with EPRS, that’s why they are try to avoid use EPRS and prefer to voucher.
57%63%
82%
43%38%
16%23%
0%8%
DELHI HARYANA PUNJAB
AVAILABILITY
YES NO NOT DEAL
DELHI HARYANA PUNJAB
YES 66 30 37
NO 49 18 7
NOT DEAL 26 0 4
Dealer having availability problem in Haryana.
•Situation is much better in Punjab
•Issues of dealers related to vouchers need to be tackled immediately in order to get satisfied set of dealers
32%
23%26%
20%25%
34%
24%
38%
3%8%
0%
16%
24%
15%
26%
DELHI HARYANA PUNJAB
ProblemsConfirmation SMS Late Recharge Voucher Not available
Frequent Change in offer Customer care
CONFIRMATION
SMS
LATE RECHAR
GE
VOUCHERS NOT
AVA.
FREEQUENT
CHANGES IN
PRICE
CUSTOMER CARE
DELHI 40 25 30 10 30
HRAYANA
11 12 18 0 7
PUNJAB 10 13 1 6 10
•Delay in getting confirmation sms is the biggest issue in Delhi
•Unavailability of Vouchers in Haryana is a matter of concern
•Punjab dealers is facing the problem of late recharge
Late charges38%
Downgrade Charges
37%
No charges16%
Not any Idea9%
Extra Charges
•Dealers are aware about extra charge on downgrade of the plan, i.e. Rs 40.They are also aware about extra charges for late recharge.
36%
46% 43%
18%11% 14%
63%
28%
40%
79% 80%
90%
78%
35%43%
78%86%
90%
Availability Offer Price Quality Customer Satisfaction After Sale Service
Dish TV Tata Sky Airtel
DEALER FEEDBACK (TOP MOST RATING “EXCELLENT”)
•Offers of Dish TV are better than other two
•Tata Sky is leading in case of quality, customer satisfaction, and after sale service
•Prices of different DTH brands don’t have much difference, they are almost same
43%
20%
11%7%
20%
69%
14%9%
5%0%
66%
16%8% 5% 5%
52%
23%20%
0%
16%
28% 26% 28%
0%
15%
42%
25%19%
3%10%
Weekly 2 weeks Monthly Any time No One Visit
DELHI
Dish TV TATA SKY AIRTEL BIG TV SUNDIRECT VIDEOCON
DISH TV
TATA SKY
AIRTEL BIG TV SUN DIRECT
VIDEOCON
WEEKLY 60 100 85 45 13 25
2 WEEKS
28 20 20 20 12 15
MONTHLY
15 13 10 17 13 11
ANYTIME
10 7 7 04 0 2
NO ONE VISIT
28 0 6 14 7 6
•Only 43% dealers weekly visited by local distributor
•Tata Sky and Airtel dealers are much satisfied in this case
•Interaction is lacking, which ultimately fading the image of Dish TV for dealers, and then customers as well
42%
73% 76%
10%
0%
29%23% 22% 19% 20%
0%
21%
10%4% 5%
20%
33%
14%
4%0% 0%
40%
0%
21%21%
0% 0%
10%
67%
14%
DISH TV TATA SKY AIRTEL BIG TV SUNDIRECT VIDEOCON
HARYANAWEEKLY 2 WEEKS MONTHLY ANY TIME NO ONE COME
DISH TV
TATA SKY
AIRTEL BIG TV SUNDIRECT
VIDEOCON
WEEKLY 20 33 32 1 0 4
2 WEEKS 11 10 8 2 0 3
MONTHLY
5 2 2 2 1 2
ANYTIME
2 0 0 4 0 3
NO ONE VISIT
10 0 0 1 2 2
•42% dealers weekly visited by distributors in Haryana
•Strong competition by Tata Sky and Airtel Digital
•Due to frequent visit of distributor of other brand it affects our market share. Dealers take more interest in other brands in Haryana upcountry.
34%
23%20%
0%
34%
52%
31%
10%6%
0%
67%
18%
11% 11%
2%7%
4%
21%
0%
18%
28%
11%
0% 0%
33%
58%
38%
12%
0% 0%
WEEKLY 2 WEEKS MONTHLY ANYTIME NO ONE COME
PUNJAB
DISH TV TATA SKY AIRTEL BIG TV SUN DIRECT VIDEOCON
Airtel distributer is most frequent visitors in Punjab.
In Punjab Dish TV dealers refrain from visiting outlets in case is opposite for Airtel and Tata Sky.
92% 29%89%
7%
90% 31%
60%
6%87% 38%
39%
4%
91% 30%
22%
3%
83% 34%
23%
6%
93% 31% 20% 5%
Leaflet Danglers Glowsign standees
DELHIDish TV TATA SKY AIRTEL BIG TV Sun Direct Videocon
DISH TV TATA SKY AIRTEL BIG TV SUN DIRECT VIDEOCON
LEAFLET 130 129 111 78 39 55
DANGLERS 41 45 48 26 16 18
GLOW SIGN 126 87 50 19 11 12
STANDEES 10 4 5 3 3 3
92% 10%15%
89% 7% 4%
86% 10% 12%
Leaflet DangleRS Glow sign
HARYANA
DISH TV TATA SKY AIRTEL
DISH TV TATA SKY AIRTEL
LEAFLET 44 40 36
DANGLERS 5 3 4
GLOWSIGN 7 2 5
56%8%
92%
4%
61%33%
59%
2%
83% 40%
49%
2%
54% 14%
7%
4%
83% 17%
17%
8%
68% 36%21%
21%
Leaflet danglers Glowsign standees
PUNJABDish TV Tata Sky Airtel Big tV Sun direct Videocon
DISH TV TATA SKY AIRTEL BIG TV SUN DIRECT VIDEOCON
LEAFLET 27 28 39 15 10 19
DANGLERS 4 15 19 4 2 10
GLOWSIGN 44 27 23 2 2 6
STANDEES 2 1 1 1 1 6
What other brands do better than Dish TV
Customer care35%
Insatllation14%
service23%
After sale service28%
Better than Dish TV
Customer Care:-
1)They don’t get their complaints resolved in one time, they have to call twice or thrice for that, which is not the case with other DTH brands.
2) One of the biggest problems of Dish TV is its Customer Care and Customer Service which is definitely not up to the mark. The CC executives lack professionalism in their attitude and after-sales support in certain areas are allegedly poor.
Installation
1)Dish TV don’t have its own engineers like other brands, especially Tata Sky and Airtel Digital. It creates problem at the time of installation because the engineers available at that time, not able to install it properly
2)Dish TV charge extra charges for installation, whereas there are no such extra charges in case of other brands.
3)The customers don’t get proper demonstration of the product
Services:-
1)Dish TV dealers don’t have any toll free number to register their complaints like other brands.
2)Dealers have SMS facility also to get information, or register their complaints, which is also chargeable i.e., Rs.3 per sms.
After Sale service
1)The dealers don’t get proper demonstration of the product, the demo is being provided only at the time of installation. In case dealer is having problem, he don’t get proper response even after being informed.
2)The quality of Dish TV set top box is also not up to the mark, as per the complaints we are getting regarding it.
3)In case there is any complaint regarding improper working of set top box to Dish TV, it’ll take so much time to resolve the complaint of the customer. At the same time, the approach is first to repair the set top box, and in case it is not possible to repair it, then the replacement is made. Whereas in case of Tata Sky customers, they immediately replace the set top box without making any efforts to repair it.
4)Dish TV dealers are also facing problem when they recharge through EPRS, they get late and unclear confirmation. Whereas in case of Tata Sky and Airtel Digital, dealers get immediate confirmation with the name of customer mentioned in the text message.
35%
52%
31%
22%
31%29%
12% 10%8%
30%
8%
31%
DELHI (141) HARYANA(48) PUNJAB(49)
LIKING IN DISH TV
OFFER PRICE EVERTHING OK NO comment
OFFER PRICE EVERTHINH OK NO COMMENT
DELHI 49 31 17 43
HARYANA 25 15 5 4
PUNJAB 15 14 4 15
16%
39%
14%
30%31%
42%
21%
8%
31%29%
18%20%
QUICK RECHARGE CONFIRMATION SMS SUPPORT NO COMMENT
Better Recharge facility
DELHI HARYANA PUNJAB
QUICK RECHARGE CONFIRMATION SMS SUPPORT NO COMMENT
DELHI 23 55 20 43
HARYANA 15 20 10 4
PUNJAB 15 14 5 10
60%
50%
100%
0%
56%
44%
CONSUMER DURABLE RECHARGE OUTLET
TYPES OF OUTLET
DELHI HARYANA PUNJAB
Haryana :- All are consumer durable
PROBLEMS AND RECOMMENDATION
NON AVAILABILITY OF VOUCHERS
Approximately 40% of dealers were facing this problem.This seems to be en-cashed by its competitors , who ensure high availability of all the product in the market virtually all the time.
Recommendation
The company requires to ensure high availability and
better inventory management of the Vouchers to
serve the dealers’ needs better.
PROBLEM IN EPRS RECHARGE PROCESS
Late recharge
Not clear confirmation SMS to customer or dealer
Vouchers are preferred over others that are not the case with other brands
who use all other options. Availability of voucher is another issue in Dish TV.
RECOMMENDATION
Improve processes and techniques: In order to make recharge or
activation process more transparent and user friendly, the EPRS
technology needs to be upgraded consistently
CUSTOMER CARE IS NOT UPTO THE MARK
Dish TV is its Customer Care and Customer Service which is definitely not
up to the mark. The CC executives lack professionalism in their attitude.
RECOMMENDATION
Call Monitoring and Recording:- This technology helps to improve the overall customer service by remote call monitoring, live monitoring, order entry, call history and 100% call recording and management.
Toll Free number: Provide Toll free number.
INSTALLATION
Many dealers say they recommend Tata Sky and Airtel
because they get the installation done much faster in
comparison to Dish TV. With Dish, it takes up to 3-4 days
sometimes.
RECOMMENDATION Proper communication between dealers and installation
team.
Set standard time for installation.
Frequent changes in price of packages:-
Dish TV changes the price plans and offers more frequently as compared to
other DTH providers. This along with improper communication confuses
customers which beings down the consumer satisfaction levels.
RECOMMENDATION
Standardized the price plans and avoid frequency changing in price. Should pre inform the customers about the offers and changes well in advance. This in a way, I feel would create more brand loyalty and preference
Due to the bad EPRS system of Dish TV, they are not able to recharge higher amount and as they face such problems frequently, they try to recommend other DTH brands to their customers. (Punjab)
The dealers mostly prefer to sell Tata Sky and Airtel because their installation system is very fast. Also if dealers are committed to their customers regarding any specific time limit, the other DTH brands never let them feel down, which helps the dealers to keep good relation with their customers. ( GURGAON)
The dealers generally sell recharge vouchers of Tata sky worth Rs 1lac per month, but in case of Dish TV they only sell vouchers worth Rs 5-10k. The main reason behind it is lack of availability and also poor EPRS system. It took long time to recharge. So dealers push its customer towards Tata sky and Airtel Digital. (DELHI)
There has been problem on the behalf of the distributers front, distributer have been setting there own price and negotiating according, this has been matter of loss for the dealers in most the case the profit got is not up to the mark. (Haryana)
BY RAJIV KUMAR SINHA GALGOTIAS BUSINESS SCHOOL