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PROJECT TITLE

COMPARATIVE ANALYSIS OF SALES AND DISTRIBUTION BETWEENVODAFONE AND AIRTEL

PROJECT GUIDE

Prof. MANINDER SINGH

Date of Submission

___/___/______

GROUP NO.

E 1137

GROUP MEMBERS

Abhishek MishraAnshul BharshamNaveen Rastogi

Rohit YadavShailesh Yadav



Table of Content

1. Executive Summary

2. Acknowledgement

3. Methodology

4. Indian Telecom Market

5. Sector Outlook

6. Company Background

7. Distribution Network

8. Selection of Dealers9. Service Network

10. Company Background(Hutch)

11. Distribution Network

12. Selection Of Dealers

13. Service Network

14. Questionnaires

15. Data analysis

Executive summary



This project aims to study the distribution channels, sales network and service

patterns of the telecom sector through an analytical and comparative study of two

leading companies- Bharti Airtel Limited. & Vodafone Ltd. The project also triesto bring out the shortcomings, if any, in the present system and thus recommends

suggestions to improve the same. The project also gives insights into the various

financial terms, norms of the sales and service departments as per the guidelines of

the telecom industry.

The project was designed after detailed discussion with the company officials on

three parameters i.e. distribution network, service network and sales functioning.

The project also includes the insights given by the dealers and officials of the

company.

Firstly, the project discusses the distribution network of the two companies and the

functions carried out by the channel members. Bharti Airtel Limited being the

largest services provider in India definitely has a wider reach and more number of

dealers than vodafone.

The project also covers the financial terms of the company with the dealers and

that of the dealers with the customers.

Secondly, the project discusses the sales functioning of the two companies, whichincludes aspects such as the hierarchy of the sales department prevalent in the

company; the responsibilities and functions of the sales force, their performance

appraisal structure etc.



Finally the project covers the service network of the two companies which deals

with the after sale services and their effectiveness provided by both the companies

and various complaints and queries are handled by them.

Acknowledgements



We are very thankful to the entire dealer, service, and sales network of Bharti

Airtel Limited and Vodafone Limited for their cooperation, without which

completion of this project would not have been possible.

We are extremely grateful to for sharing with us all the details of the project and

providing us with valuable insights about sales, distribution & servicing function.

We would like to thank them for the patience shown by them and being of such a

great help to all our queries.

We would also like to express our gratitude towards our professors Maninder

Singh , for giving us an opportunity to do this project on sales and distribution and

for being the guiding light through the completion of this project.

Methodology



The objective of this project on sales and distribution is to do an analytical and

comparative study of the sales, service and distribution function of two players

from the chosen business sector.

The business sector chosen for this purpose is the fast growing telecom sector, andthe players chosen for study from this sector are:

Bharti Airtel Limited

Vodafone Limited

INFORMATION SOURCES

PRIMARY DATA SOURCES-

VODAFONE, FRANCHISEE

VODAFONE AUTHORISED DEALERS

BHARTI AIRTEL LIMITED Territory Sales Manager

AIRTEL AUTHORISED DEALERS, FRANCHISEE

SECONDARY DATA SOURCES-

THE INTERNET

www.google.com

www.askjeeves.com

www.indiainfoline.com

www.snowcem.com

www.airtel.com

DATA COLLECTION TOOLS



Interviews & Discussions with the company officials, dealers and Sales people.

Questionnaires were used to record data.

LIMITATIONS:

It was difficult to ask for time required for a detailed discussion on the

questionnaire & therefore several aspects of the questionnaire were answered

briefly.

The company officials did not divulge details about competitive sales policies,

strategies & certain financial terms with dealers as they find it to be a confidential

piece of information of the company.

Indian Telecom Market

SIZE

India is the fifth largest telecom services market in the world; $17.8 billionrevenues in FY 2005

Industry grew by about 36% in FY 2005 over FY 2004 The Indian telecom market size of over $8.3 billion is expected to treble

itself by year 2011-2012, according to Ernst & Young. "The Indian telecommarket size of over $8.3 billion is expected to treble itself by financial year 2012. Thus there is a significant opportunity for telecom players.

Telecom market has grown at about 25% p.a. over the last 5 years Wireless segment subscriber base grew at 85% p.a.: fixed line segment at

about 10% p.a.



STRUCTURE

The Indian telecom market has both public and private sector companiesparticipating:

Public sector has over 60% market share, down from 90% in 2000 Private companies have added subscribers at a CAGR of 192% since 2000 Mobile operators have deployed both CDMA ( 16 million users) and GSM

(55 million users) wireless networks Value added service features constitute 10% of revenue today (2 % in 2001)

POLICY

74% to 100% FDI permitted for various telecom services FIPB approval required for foreign investment exceeding 49% in all telecom

services 100% FDI permitted in telecom equipment manufacturing India has a telecom policy aims to encourage private and foreign

investment , Highlights are An independent regulator the Telecom Regulatory Authority of India

(TRAI) Revenue-share model for license issued by the Government for telecom

services in India. Unified access licenses are available for providing telecomservices on a pan-India basis

Planned opening up of National Long Distance (NLD), International LongDistance (ILD) and other value added services.

COMPANY SERVICES INVESTOR

Cellular

Basic

NLD ILD

1.Bharti Televentures Yes Yes Yes Yes Vodafone,Singapore Telecom,Warburg Pincus

2.Reliance Infocomm Yes Yes Yes Yes Reliance Group



3.Tata Indicom Yes Yes Yes Yes Tata Group

4.BSNL Yes Yes Yes Government of India

5. Vodafone Yes VodafoneWhampoa, Essar Group

6. Idea Cellular Yes AT&T, TataGroup,Birla Group

Note: NLD-National Long DistanceILD-International Long Distance

Source: TRAI, DOT, TSMG Analysis

Sector Outlook

OUTLOOK

India expected to be among the fastest growing telecom markets in theworld

Projected growth of 30-40% p.a. to reach 250 million subscribers by2009-2010

Over 3 million new users are added every month mostly in wireless

POTENTIAL

1. Favorable demographics and socio economic factors leading to high growth: Growth of disposable income combined with changes in lifestyle



Increasing affordability-low tariffs, easy payments plans and handsetfinancing

Increased coverage and availability of mobile services

2. Investment opportunity of $22 billion across many years: Telecom Devices and Software for Internet, Broadband and Direct ToHome Services. Set Top boxes, Gateway exchange, Modem, Mobilehandsets and consumer premise equipments, Gaming Devices, EPABX,Telecom Software

Telecom Services for voice and data via a range of technologies Applications and Content development ranging from gaming to education Nokia, Electeq, Alcatel, LG, Ericsson are all investing in India.

SECONDARY DATA: www.dotindia.com, www.trai.gov.in



Company Background

Bharti Airtel

Bharti Airtel formerly known as Bharti Tele-Ventures Limited (BTVL) isamong India's largest mobile phone and Fixed Network operators. Withmore than 60 million subscriptions as of 13th February 2008. It offers itsmobile services under the Airtel brand and is headed by Sunil Mittal. The

company also provides telephone services and Internet access over DSL in14 circles. The company complements its mobile, broadband & telephoneservices with national and international long distance services. Thecompany also has a submarine cable landing station at Chennai, whichconnects the submarine cable connecting Chennai and Singapore. Thecompany provides reliable end-to-end data and enterprise services to thecorporate customers by leveraging its nationwide fiber optic backbone, lastmile connectivity in fixed-line and mobile circles, VSATs, ISP andinternational bandwidth access through the gateways and landing station.

Airtel is the largest cellular service provider in India in terms of number of subscribers. Bharti Airtel owns the Airtel brand and provides the followingservices under the brand name Airtel: Mobile Services (using GSMTechnology), Broadband & Telephone Services (Fixed line, Internet



Connectivity(DSL) and Leased Line), Long Distance Services andEnterprise Services (Telecommunications Consulting for corporates).

Leading international telecommunication companies such as Vodafone andSingTel held partial stakes in Bharti Airtel.

In April 2006 Bharti Global Limited was awarded a telecommunicationslicence in Jersey in the Channel Islands by the local telecommunicationsregulator the JCRA. In September 2006 the Office of Utility Regulation inGuernsey awarded Guernsey Airtel with a mobile telecommunicationslicence. In May 2007 Jersey Airtel and Guernsey Airtel announced thelaunch of a relationship with Vodafone for island mobile subscribers. In July2007, Bharti Airtel signed an MoU with Nokia-Siemens for a 900 milliondollar expansion of its mobile and fixed network. In August 2007, the

company announced it will be launching a customized version of Googlesearch engine that will provide an 'array of services' to its broadbandcustomers.

In March 2008, Bharti Airtel will leverage the expertise of Singtel to roll outthird generation services in Sri Lanka. This is because Singapore-basedAsian telecom major Singtel, which owns a little over 30% in Bharti Airtel, isa major player in the 3G space as it has already third generation networksin several markets across Asia

Recently Sunil Bharti's Airtel launched its calling card in America speciallyfor the NRI (Non-resident Indians) and people calling from America to Indiaat a cheaper rate as compared to the tariff offered by other providers.

On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTelfor US $1.6 billion; and purchased a controlling stake in rival HutchisonEssar.

Bharti Airtel is one of India's leading private sector providers of

telecommunications services based on an aggregate of 59,627,937customers as on January 31, 2008, consisting of 57,417,625 GSM mobileand 2,210,312 broadband & telephone customers.

The businesses at Bharti Airtel have been structured into three individualstrategic business units (SBUs) - mobile services, telemedia services(ATS) & enterprise services. The mobile services group provides GSM



mobile services across India in 23 telecom circles, while the ATS businessgroup provides broadband & telephone services in 94 cities. The enterpriseservices group has two sub-units - carriers (long distance services) andservices to corporates. All these services are provided under the Airtelbrand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) andThe National Stock Exchange of India Limited (NSE).

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. TheBharti Group has a diverse business portfolio and has created global brands in thetelecommunication sector. Bharti has recently forayed into retail business as BhartiRetail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It hassuccessfully launched an international venture with EL Rothschild Group to exportfresh agri products exclusively to markets in Europe and USA and has launchedBharti AXA Life Insurance Company Ltd under a joint venture with AXA, worldleader in financial protection and wealth management.

Airtel comes to you from Bharti Airtel Limited, Indias largest integrated and thefirst private telecom services provider with a footprint in all the 23 telecom circles.Bharti Airtel since its inception has been at the forefront of technology and hassteered the course of the telecom sector in the country with its world class productsand services. The businesses at Bharti Airtel have been structured into threeindividual strategic business units (SBUs) - mobile services, broadband &telephone services (B&T) & enterprise services. The mobile business providesmobile & fixed wireless services using GSM technology across 23 telecom circleswhile the B&T business offers broadband & telephone services in 94 cities. TheEnterprise services provide end-to-end telecom solutions to corporate customersand national & international long distance services to carriers. All these servicesare provided under the Airtel brand.



BUSINESS DIVISIONS

Bharti Airtel offers GSM mobile services in allthe 23-telecom circles of India and is thelargest mobile service provider in the country,based on the number of customers.

The group offers high speed broadband internetwith a best in class network. With Landlineservices in 94 cities we help you stay in touchwith your friends & family and the world.

The group focuses on deliveringtelecommunications services as an integratedoffering including mobile, broadband &telephone, national and international longdistance and data connectivity services tocorporate, small and medium scaleenterprises.

The Company compliments its mobile andbroadband & telephone services with nationaland international long distance services. It hasover 35,016 route kilometers of optic fiber onits national long distance network. For international connectivity to east, it has asubmarine cable landing station at. For international connectivity to the west, theCompany is a member of the South East Asia-Middle East-Western Europe 4 (SEA-ME-WE-4) consortiums along with 15 other globaltelecom operators.
http://airtel.in/Level2_t6.aspx?path=2/41http://airtel.in/Level1_t1.aspx?path=2http://airtel.in/level2_t12.aspx?path=1/9http://airtel.in/level2_t11.aspx?path=1/6



Distribution network

Channel structure, members and their selectionAirtel has a wide & effectively spread channel structure all over India. The

channel structure is simple and effective. Complications are kept out in order to

make the overall process very effective and efficient.

CHANNEL STRUCTURE

This channel structure of Airtel is a regional one .

TERRITOTY MANAGER

The distributors include one who handle 1)Provisioning 2)Documents 3)Operationback up 4)Field sales executivesUnder these fall the retailers

Distributors Distributors Distributors Distributors

RetailersTie up

Alternate Channels

Tie ups Products

Brand/Store etc



Selection of channel members/dealers

Airtel follows a strict policy in selection of the dealers, and therefore it is necessary

to fulfill the following pre- requisites to be eligible to become a dealer:

1) The dealers should have a sound financial background. The financial capability

of a dealer is solely depended on the discretion of the company officials.

2) The dealers should have a good market reputation, since the dealers help thecustomers in forming the first impression a customer has about the company.

3) The dealer should have a good previous track record,i.e of timely payments, no

criminal background etc.

4)The dealers should have good market penetration. The companies ability to gain

maximum customers in this era of competition solely depends on the penetration

the dealers have in the market.

5)The last criterion of dealers selection for Airtel is the area the dealers cover.

This would include different geographical areas which are covered by a dealer.



RESPONSIBILITIES AND FUNCTIONS OF THE DEALERS

Airtel believes in Customer Loyalty and thus Airtel expects that their dealers

apart from selling paint products should perform the following functions for better customer relations management:

1) Sales promotion through regular promotional schemes, road shows,

campaigns etc. the expenses incurred by the dealers is shared by the

company only if these activities are for promotion of the company and not of

the dealer.

2) Recruitment- done under the guidance of certain Airtel officials

3) Training and development of manpower with company assistance

4) Servicing according to the size of orders

5) Customer relation management

6) Promote other products of the company

The dealer should be in regular touch with the customer, keep taking his feedback

and ensure maximum customer satisfaction. The dealer should also try andconvince the customer to try newer products of the company.

The dealer has to thus cater to 3 major areas:

Pre sale

SellingPost sale services



SALES KIT:

A dealer should carry the following in his sales kit:

All products leaflets (adequate quantities)List of prospects with their addresses

Information about the competition in the market

Price list of APL products and corresponding prices of competitor products

Shade cards

PERFORMANCE APPRAISAL

For the dealers-

Airtel involves both external and internal agencies which conduct this survey on a

monthly basis.

MARGINS

The company gives margins at the time of sale of the product. The margin varies

according to the type of the product.

PROMOTIONAL ACTIVITIES

Airtel actively supports its cannel members with promotional activities.Airtel helpsperforming these activities on a daily basis ..Further these are divide in to differentlevels which are

Zonal level-zonal staff is involved in this. These include various kinds of roadshows.

Circle level-This has the FM radio and local news papers.



National level-National dailies, cricket match sponsorships,tele media

Airtel collects feedback from its channel members on a daily basis.

Airtel rates/ranks its channel members on aspects such as 1)Dealers efficiency2)Timely payment 3)Transporters behaviour an excellent and strongly believes thatthey are the best because of their channel members.

Airtel had market surveys with respect to their channel members and generalmarket surveys.



Company Background

Vodafone limited

Vodafone, the worlds leading international mobile communicationscompany, has fully arrived in India. Vodafone Essar announced today thatthe Vodafone brand will be launched in India from 21st September onwards.

The popular and endearing brand, Hutch, will be transitioned to Vodafoneacross India. This marks a significant chapter in the evolution of Vodafoneas a dynamic and ever-growing brand. The brand change over the next fewweeks will be unveiled nationally through a high profile campaign coveringall important media.

Vodafone, the worlds leading mobile telecommunication company,completed the acquisition of Hutchison Essar in May 2007 and thecompany was formally renamed Vodafone Essar in July 2007. Asim Ghosh,Managing Director, Vodafone Essar, said "Weve had a great innings asHutch in India and today marks a new beginning for us. Not as a departurefrom the fundamentals that created Hutch, but an acceleration into thefuture with Vodafone's global expertise."



Harit Nagpal, Marketing and New Business Director, Vodafone Essar, said,"This transition is probably the largest brand change ever undertaken in thiscountry and arguably as big as any in the world. It is even larger than our own previous brand transitions as it touches over 35 million customers,across 400,000 shops and thousands of our own and our businessassociates' employees."

The Vodafone mission is to be the communications leader in anincreasingly connected world enriching customers lives, helpingindividuals, businesses and communities be more connected by deliveringtheir total communication needs.

Vodafone's logo is a true representation of that belief - The start of a newconversation, a trigger, a catalyst, a mark of true pioneering.

Vodafone established its presence in India in 1994 by acquiring the cellular licensefor Mumbai. It now has operations in 16 circles accounting for 70% of India'smobile customer base. With over 27.7 million customers, it is one of India's mostreputed telecom companies.

vodafone, under the Hutch brand, over the years, has been named the 'MostRespected Telecom Company', the 'Best Mobile Service in the country', and the

'Most Creative and Most Effective Advertiser of the Year'.

Hutchison Essar is now part of Vodafone - the world's leading international mobilecommunications company. Vodafone now has operations in 26 countries across 5continents and 36 partner networks with about 225 million proportionate customersworldwide. Vodafone has tied up with Essar as its principal joint venture partner for the Indian operation..The Essar Group is one of India's largest corporate houses with interests spanningthe manufacturing and service sectors like Steel, Oil & Gas, Power, Telecom &BPO, Shipping & Logistics and Engineering & Constructions. The Group has anasset base of over Rs.20 billion (US$ 4.4.billion) and employs over 4000 people.

Prepaid Outlets
http://www.hutch.in/prepaid/find_a_dealer.asphttp://www.hutch.in/prepaid/find_a_dealer.asp



Want to go Hutch and stay connected anytime, anywhere? Just visit a Hutchoutlet in your neighborhood and choose from a range of affordable Postpaid or Prepaid connections.

VODAFONE Shops Whether you're looking for a new vodafone connection, or a fresh handset,you'll find it here. You can also subscribe to any of our value added services or get more information on them. Pay your bills, get your queries answered, andlots more.

Hutch Shops are located at very convenient locations around the country.Select your region to find one near you.

Mobile Vodafone ShopsVodafone Shops are going on the move, to bring our services closer to youand to provide faster online service, right at your doorstep. You can visit a

Mobile vodafone Shop near you for:

Postpaid connections and add on cardsPrepaid connections and recharge cardsInformation on the latest talk plansBill payments via cash, cheque or credit cardDemos and activation of our Value Added ServicesQueries, SIM replacements and much more

Vodafone Teleshops

Did you know that a range of vodafone services are available in your very ownneighborhood? Just walk into a Hutch Teleshop, just round the corner, for anything you need.
http://www.hutch.in/prepaid/hutch_shops.asphttp://www.hutch.in/prepaid/hutch_shops.asphttp://www.hutch.in/prepaid/hutch_shops.asphttp://www.hutch.in/prepaid/hutch_teleshops.asphttp://www.hutch.in/prepaid/hutch_teleshops.asphttp://www.hutch.in/prepaid/hutch_teleshops.asphttp://www.hutch.in/prepaid/hutch_shops.asphttp://www.hutch.in/prepaid/hutch_teleshops.asp



At a vodafone Teleshops you can buy a new postpaid or prepaid card, pay your bills, reactivate your connection, and much more.



Distribution network

A supply chain is described that consists of all the parties and their suppliedactivities that help us to create and deliver services to the final customer.The front channels are specially kept in mind.

ACTIVITIES:

1. Order

2. Handling

3. Storage

4. Display

5. Promotion

6. Selling

7. Information and feedback.

The channel structureCo. or direct sales Indirect sales Misc. sales

Business head DSA/DST DealersG.M. Sales Manager Shop OwnersAssist. Sales Manager TLS Metro ShopsSales Consultants Telemarketing Executives Hutch ShopsExecutives Field Executives

Tele Marketing ExecutivesField Executives

The channel structure operates on the basis of segmentations provided, namely:



Prepaid segmentation Postpaid segmentation

Individual bronze I B Individual bronze I B C O C PIndividual silver I S Individual silver I S co. owned co. paidIndividual gold I G Individual gold I G C O I PIndividual platinum I P Individual platinum I P co. owned indvl. Paid



Questionnaire(Sales and Marketing department)

1. What type of sales organisation structure do you possess?

2. What are the various channel structures in which you operate?

3. What are the various criterion/terms and conditions of selecting your

channel members?

4. What is the average Inventory Size you keep?

5. What is the average Order Cycle time?

6. What are the various modes of transportation adopted and cost

incurred?

7. What are the methods of measurement and frequency of providing

appraisals to channel members?

8. What are the modes of by which you receive your payments:

i) Advance payment ii) Payment on Delivery iii) Credit

payments

9. In case you provide the credit period, what is the time limit?

i) upto15 days ii) 15-30 days iii) >30 days.

10. How frequently do you collect the feedback from your Channel

members?

i) Weekly ii) Quarterly iii) Monthly

11. How will you rate and rank the following aspects of your Channel Members:

Excellent Very

good

Good Fair Poor

Dealers



Name of Respondent:

Name of Organisation:Designation:

Address: .

Tel. No.: .

THANK YOU



Questionnaire(For Dealers/Retailers/Franchisee)

1) What are the different brands which you keep in stock?

2) Which brand is most asked by the customers

i) Airtel ii) Vodafone iii) Others ..

3) What is your average sales/month?

4) Which brand do you recommend to the customer and why?

5) Do you get any credit period from the company?

a) YES b) NO

If Yes, What is the credit period you get:

i) Upto 15 days ii) 15-30 days iii) >30 days

6) What is your average order size?

7) What are the margins that you get from the company?

8) What is the average order cycle time taken by the company?

i) < 5 days ii) 5-10 days iii) > 10 days

9) Where would you rank the services/assistance provided to you by thecompany/s

Very

Good

Good Satisfactory Poor Very

poor Delivery TimeQuality MaintenanceIncentivesPromotional activitiesCondition of ProductEase and Flexibility of

placing Order Transporters

Behavior



Customers

OrientationCommercial TermsServices of Sales

Persons

10) How will you rate the efficiency of your sales persons

a) Very Good b) Good c) Satisfactory d) Poor e)

Very poor

11) Does company provides you with any assistance by means of promotional activities?

a) YES b) NO

If Yes, Numbers, Timing, Quantity of promotions.

12) Do you provide appraisals to your sales persons?

a) YES b) NO

If Yes, on what Parameters?

Person contacted: ..

Name of dealer: ..

Address:

Tel. No.:

CONSUMER QUESTIONNAIRE

Q.1 How do you rate these connections in terms of Network ?



V.Good Good Neutral Bad V.BadVodafone 1 2 3 4 5Airtel 1 2 3 4 5

Q.2 How do you rate these connection in terms of availability ?V.Good Good Neutral Bad V.BadVodafone 1 2 3 4 5Airtel 1 2 3 4 5

Q.3 How do you rate these connection in terms of call rate?V.Good Good Neutral Bad V.Bad

Vodafone 1 2 3 4 5Airtel 1 2 3 4 5

Q.4 How do you rate their After Sales Services ?V.Good Good Neutral Bad V.Bad


Q.5 What do you think about employees behavior ?V.Good Good Neutral Bad V.Bad


Q.6 How do you rate these connection in terms of customer care services ?V.Good Good Neutral Bad V.Bad


PERSONAL DETAILS

NAME: ________________________________

AGE: ______



OCCUPATION: _________________________

MARITAL STATUS: _____________________

ANALYSIS



0

20

40

60

80

100

120

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Airtel in terms of network



0

10

20

30

40

50

60

70

8090

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Vodafone in terms of network



0

20

40

60

80

100

120

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Airtel in terms of availability



0

10

20

30

40

50

60

70

80

90

100

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Vodafone in terms of availability



0

10

20

30

40

50

60

70

80

90

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Airtel in terms of call rates



0

10

20

30

40

50

60

70

80

90

100

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Vodafone in terms of call rates



0

10

20

30

40

50

60

70

8090

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Airtel in terms of after sales services



0

20

40

60

80

100

120

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Vodafone in terms of after sales services



0

10

20

30

40

50

60

70

80

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Airtel in terms of employees behaviour



0

20

40

60

80

100

120

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Vodafone in terms of employees behaviour



0

10

20

30

40

50

60

70

80

90

1 2 3 4 5

VBAD

BAD

NEUTRAL

GOOD

EXCELLENT


Rating of Vodafone in terms of Customer Care services