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Vodafone is the largest mobile telecommunications network company (as measured

by turnover) and has a market value of about £86 billion. It is headquartered in

Newbury, Berkshire, England. As of January 2007 Vodafone had 200 million

customers in 27 markets worldwide. In terms of customers, therefore, only China

Mobile is larger

The company was founded in 1982 as a joint venture and the name was derived from

the newly-found company's goal of establishing both voice (VO) and data (DA)

services over a mobile telephone network.

Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced

operations in 1994 when its predecessor Hutchison Telecom acquired the cellular

licence for Mumbai. Vodafone Essar now has operations in 16 circles covering 86%

of India's mobile customer base, with over 41.1 million customers*. Over the years,

Vodafone Essar, under the Hutch brand, has been named the 'Most Respected

Telecom Company', the 'Best Mobile Service in the country' and the 'Most Creative

and Most Effective Advertiser of the Year'. Vodafone is the world's leading

international mobile communications company. It now has operations in 25 countries

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across 5 continents and 40 partner networks with over 200 million customers

worldwide.

Introduction to the Telecom Industry in India

The telecom network in India is the fifth largest network in the world meeting up with

global standards. Presently, the Indian telecom industry is currently slated to an

estimated contribution of nearly I% to India's GDP.

Introduction

The Indian Telecommunications network with 110.01 million connections is the fifth

largest in the world and the second largest among the emerging economies of Asia.

Today, it is the fastest growing market in the world and represents unique

opportunities for U.S. companies in the stagnant global scenario. The total subscriber

base, which has grown by 609k in 2008, is expected to reach 450 million in

2009.According to Broadband Policy 2004, Government of India aims at 9 million

broadband connections and 18 million internet connections by 2009. The wireless

subscriber base has jumped from 33.69 million in 2004 to 82.57 million in 0Y2008-

2009. In the last 3 years, two out of every three new telephone subscribers were

wireless subscribers. Consequently, wireless now accounts for 54.6% of the total

telephone subscriber base, as compared to only 40% in 2007. Wireless subscriber

growth is expected to bypass 3.5 million new subscribers per month by 2009. The

wireless technologies currently in use are Global System for Mobile Communications

(GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and

5 CDMA operators providing mobile set-vices in 19 telecom circles and 4 metro

cities, covering 2000 towns across the country.

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Major Players

There are three types of players in telecom services:

• -State owned companies (BSNL and MTNL)

• -Private Indian owned companies (Reliance Infocom Tata Teleservices,)

• -Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea

Cellular, BPL Mobile, Spice Communications)

BSNL

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was renamed Bharat Sanchar Nigam Limited

(BSNL).BSNL is now India's leading

Tele communications Company are the largest public sector undertaking. It has a

network of over 45 million lines covering 5000 towns with over 35 million telephone

connections. The state-controlled BSNL operates basic, cellular (GSM and COMA)

mobile, Internet and long distance services throughout India (except Delhi and

Mumbai). BSNL will be expanding the network in line with the Tenth Five-Year Plan

(1992-97). The aim is to provide a telephone density of 9.9 per hundred by March

2009. BSNL, which became the third operator of GSM mobile services in most

circles, is now planning to overtake Bharti to become the largest GSM operator in the

country. BSNL is also the largest operator in the Internet market, with a share of 21

per cent of the entire subscriber base.

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BHARTI

Established in 1985, Bharti has been a pioneering force in the telecom sector with

many firsts and innovations to its credit, ranging from being the first mobile service

in Delhi, first private basic telephone service provider in the country, first Indian

company to provide comprehensive telecom services outside India in Seychelles and

first private sector service provider to launch National Long Distance Services in

India. Bharti Tele-Ventures Limited was incorporated on July 7, 1995 for promoting

investments in telecommunications services. Its subsidiaries operate telecom services

across India. Bharti's operations are broadly handled by two companies: the Mobility

group, which handles the mobile services in 16 circles out of a total 23 circles across

the country; and the Infotel group, which handles the NLD, ILD, fixed line,

broadband, data, and satellite-based services. Together they have so far deployed

around 23,000 km of optical fiber cables across the country, coupled with

approximately 1,500 nodes, and presence in around 200 locations. The group has a

total customer base of 6.45 million, of which 5.86 million are mobile and 588,000

fixed line customers, as of January 31, 2009. In mobile, Bharti's footprint extends

across 15 circles. Bharti Tee-Ventures' strategic objective is "to capitalize on the

growth opportunities the company believes are available in the Indian

telecommunications market andconsolidate its position to be the leading integrated

telecommunications services provider in key markets in India, with a focus on

providing mobile services".

MTNL

MTNL was set up on 1st April 1986 by the Government of India to upgrade the

quality of telecom services, expand the telecom network, and introduce new services

and to raise revenue for telecom development needs of India's key metros — Delhi,

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the political capital, and Mumbai, the business capital. In the past 17 years, the

company has taken rapid strides to emerge as India's leading and one of Asia's largest

telecom operating companies. The company has also been in the forefront of 4

technology induction by converting 100% of its telephone exchange network into the

state-of-the-art digital mode. The Govt. of India currently holds 56.25% stake in the

company. In the year 2008-09, the company's focus would be not only consolidating

the gains but also to focus on new areas of enterprise such as joint ventures for

projects outside India, entering into national long distance operation, widening the

cellular and CDMA-based WLL customer base, setting up intemet and allied services

on an all India basis. MTNL has over 5 million subscribers and 329,374 mobile

subscribers. While the market for fixed wire line phones is stagnating, MTNL faces

intense competition from the private players—Bharti, Hutchison and Idea Cellular,

Reliance Infocomm—in mobile services. MTNL recorded sales of Rs. 89.2 billion

($3.38 billion) in the year 2008-09, a decline of 5.8 per cent over the previous year's

annual turnover of Rs. 83.92 billion.

RELIANCE INFOCOMM

Reliance is a $16 billion integrated oil exploration to refinery to power and textiles

conglomerate. It is also an integrated telecom service provider with licenses for

mobile, fixed, domestic long distance and international services. Reliance Infocomm

offers a complete range of telecom services, covering mobile and fixed line telephony

including broadband, national and international long distance services, data services

and a wide range of value added services and applications. Reliance India Mobile, the

first of Infocomm's initiatives was launched on December 28, 2002. This marked the

beginning of Reliance's vision of ushering in a digital revolution in India by

becoming a major catalyst in improving quality of life and changing the face of India.

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Reliance Infocomm plans to extend its efforts beyond the traditional value chain to

develop and deploy telecom solutions for India's farmers, businesses, hospitals,

government and public sector organizations. Until recently, Reliance was Permitted to

provide only "limited mobility" services through its basic services license. However,

it has now acquired a unified access license for 18 circles that permits it to provide

the full range of mobile Services. It has rolled out its CDMA mobile network and

enrolled more than 6 million subscribers in one year to become the country's largest

mobile operator. It now wants to increase its market share and has recently launched

pre-paid services. Having captured the voice market, it intends to attack the

broadband market.

TATA TELESERVICES

Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies,

over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices

provides basic (fixed line services), using CDMA technology in six circles:

Maharashtra (including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat,

and Karnataka. It has over 800,000 subscribers. It has now migrated to unified access

licenses, by paying a Rs. 5.45 billion ($120 million) fee, which enables it to provide

fully mobile services as well. The company is also expanding its footprint, and has

paid Rs. 4.17 billion ($90 million) to Dot for 11 new licenses under the IUC

(interconnect usage charges) regime. The new licenses, coupled with six circles in

which it already operates, virtually gives the CDMA mobile operator a national

footprint that is almost on par with BSNL and Reliance Infocomm. The company

hopes to start off services in these 11 new circles by August 2008. These circles

include Bihar, Haryana, Himachal Pradesh. Kerala, Kolkata, Orissa, Punjab,

Rajasthan, Uttar Pradesh (East) & west and west Bengal.

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VSNL

On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly

Government owned corporation - was born as successor to OCS. The company

operates a network of earth stations, switches, submarine cable systems, and value

added service nodes to provide a range of basic and value added services and has a

dedicated work force of about 2000 employees. VSNL's main gateway centers are

located at Mumbai, New Delhi, Kolkata and Chennai. The international

telecommunication circuits are derived via Intelsat and Inmarsat satellites and wide

band submarine cable systems e.g. FLAG, SEA-ME-THEY-2 and SEA-ME-THEY-3.

The company's ADRs are listed

On the New York Stock Exchange and its shares are listed on major Stock Exchanges

in India. The Indian Government owns approximately 26 per cent equity, M/s

Panatone Finevest Limited as Investing vehicle of Tata Group owns 45 per cent

equity and the overseas holding (inclusive of FlIs, ADRs, and Foreign Banks) is

approximately 13 per cent and the rest is owned by Indian institutions and the public.

The company provides international and Internet services as well as a host of value-

added services. Its revenues have declined from Rs. 80.89 billion ($2.62 billion) in

2008-09 to Rs. 68.12 billion ($2.1 billion) in 2008-09, with voice revenues being the

mainstay. To reverse the falling revenue trend, VSNL has also stalled offering

domestic long distance services and is launching broadband services. For this, the

company is investing in Tata Telescrvices and is likely to acquire Tata Broadband.

IDEA

Indian regional operator IDEA Cellular Ltd. has a new ownership structure and grand

designs to become a national player, but in doing so is likely to become a thorn in the

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side of Reliance Communications Ltd. IDEA operates in eight telecom "circles," or

regions, in western India, and has received additional GSM licenses to expand its

network into three circles in Eastern India -- the first phase of a major expansion plan

that it intends to fund through an IPO, according to parent company Aditya Birla

Group .

Vodafone

Hutch now Vodafone's presence in India dates back to late 1992, when they worked

with local partners to establish a company licensed to provide mobile

telecommunications services in Mumbai. Commercial operations began in November

1995. Between 2000 and March 2004, Hutch acquired further operator equity

interests or operating licenses. With the completion of the acquisition of BPL Mobile

Cellular Limited in January 2006, it now provides mobile services in 16 of the 23

defined license areas across the countty. Hutch India has benefited from rapid and

profitable growth in recent years. It had over 20.5 million customers by the end of

June 2009.

History

Original Corporate Logo of Vodafone

Vodafone itself was formed in 1982 as a joint venture between Racal Electronics plc's

subsidiary Racal Strategic Radio Ltd (who won one of two UK cellular telephone

network licences) along with Millicom and the Hambros Technology Trust. In this

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arrangement Racal owned 80%, Millicom 15% and Hambros 5%. The network was

known as Racal Vodafone, with theVodafone name being derived from the firm's goal

of establishing a voice and data services over cellular telecommunication networks.

Hence VO represented voice and DA symbolized data — yielding the name

Vodafone.

Vodafone was launched on 1 January 1985 and later that year Racal Strategic Radio

was renamed Racal Telecommunications Group Limited in 1985. A year later, on 29

December 1986 Racal Electronics bought out the minority shareholders of Vodafone

for GB£110 million. In September 1988 the company was again renamed Racal

Telecom and on 26 October 1988 Racal Electronics floated 20% of the company — a

flotation that valued Racal Telecom at GB£1.7 billion. On 16 September 1991 Racal

Telecom was demerged from Racal Electronics as Vodafone Group and the mobile

telephony giant was born.

During the mix 1990s Vodafone began to consolidate itself on the British high-street.

In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for

£30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased

Peoples Phone for £77 million, a 181 store chain whose customers were

overwhelmingly using Vodafone's network. In a similar move the company acquired

the 80% of Astec Communications that it did not own, a service provider with 21

stores. This made Vodafone a very visible presence on the British high street and

significantly increased the company's share of UK mobile customers

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11

Introduction

Vodafone is a major national cellular operator in India that covers most of the

country. It offers both prepaid and postpaid GSM cellular phone coverage throughout

India and is especially strong in the major metros. It is often praised for its award

winning advertisements which all follow a clean, minimalist look. A recurrent theme

is that its message Hi stands out visibly though it uses only black letters on white

background. Another recent successful ad campaign in 2003 featured a dog following

a boy around in unlikely places, with the tagline, wherever you go, our network

follows.

Vodafone, the world’s leading international mobile communications company, has

fully arrived in India. Vodafone Essar announced today that the Vodafone brand will

be launched in India from 21st September onwards.

The popular and endearing brand, Hutch, will be transitioned to Vodafone across

India. This marks a significant chapter in the evolution of Vodafone as a dynamic and

ever-growing brand. The brand change over the next few weeks will be unveiled

nationally through a high profile campaign covering all important media.

Vodafone, the world’s leading mobile telecommunication company, completed the

acquisition of Hutchison Essar in May 2007 and the company was formally renamed

Vodafone Essar in July 2007. Asim Ghosh, Managing Director, Vodafone Essar, said

"We’ve had a great innings as Hutch in India and today marks a new beginning for

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us. Not as a departure from the fundamentals that created Hutch, but an acceleration

into the future with Vodafone's global expertise."

Vodafone's logo is a true representation of that belief - The start of a new

conversation, a trigger, a catalyst, a mark of true pioneering

Chairman

Sir John Bond

Executive directors

Vittorio Colao

Andy Halford

Michel Combes

Stephen Pusey

Deputy Chairman and senior independent director

John Buchanan

Non-executive directors

Alan Jebson

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Samuel Jonah

Nick Land

Anne Lauvergeon

Luc Vandevelde

Anthony Watson CBE

Philip Yea

Renee James

Gerard Kleisterlee,

Executive committe

Chaired by Vittorio Colao, this committee focuses on the Group’s strategy, financial

structure and planning, succession planning, organisational development and Group-

wide policies. The Executive Committee membership comprises the executive

directors, details of whom are shown above, and the senior managers who are listed

below

Senior management

Members of the Executive Committee who are not also executive directors are

regarded as senior managers of the Company.

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Warren Finegold

Matthew Kirk

Morten Lundal

Rosemary Martin

Nick Read

Ronald Schellekens

Other boards & executive committee members

The following members also served on the Board or the Executive Committee during

the year:

Simon Murray was a non-executive director until his retirement on 27 July

2010. Terry Kramer was Regional President – Vodafone Americas and a member of

the Executive Committee until 31 July 2010.Wendy Becker was Group Chief

Marketing Officer and a member of the Executive Committee until January 2011.

Business Principles

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Our Vision and Values guide the way we act. Our Vision is to be the world’s mobile

communication leader – enriching customers’ lives, helping individuals, businesses

and communities be more connected in a mobile world. Our Values are about how we

feel – in other words the Passions that make us the company we are.

One of our four corporate Values is 'Passion for the world around us':

"We will help the people of the world to have fuller lives - both through the services

we provide and through the impact we have on the world around us."

At the start of 2002, we introduced a set of ten Business Principles to make our

Vision and Values happen. These define our relationships with all our stakeholders

and govern how Vodafone conducts its day-to-day business.

Our Business Principles apply to all Vodafone operating companies (majority owned

businesses). We also promote the Principles to our associate companies (where

Vodafone holds a minority stake) and business partners. Chief Executives are

responsible for ensuring application of the Principles within their business.

Every employee is expected to act in accordance with the Business Principles. If

employees have concerns about the application of the Principles, they can ask their

local human resources managers for further advice, or contact the Group Human

Resources Director or the Group Audit Director. We are incorporating training on our

business principles into our employee induction process.

Subscriber Base

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Following is the Vodafone India subscriber base statistics as on January, 2013

Subscriber Base Statistics as on January, 2013

Telecom Cicle No. of Subscribers

Gujarat 15,801,116

Uttar Pradesh(East) 14,526,236

Maharashtra 12,977,123

West Bengal 11,165,667

Tamil Nadu 9,777,927

Uttar Pradesh(West) 8,999,073

Rajasthan 8,565,366

Delhi 8,449,120

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Subscriber Base Statistics as on January, 2013

Telecom Cicle No. of Subscribers

Goa 7,134,576

Karnataka 6,452,620

Bihar 6,381,278

Mumbai 6,160,353

Andhra Pradesh 6,080,916

Kerala 6,067,506

Haryana 4,437,015

Punjab 4,309,853

Madhya Pradesh & Chhattisgarh 4,101,877

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Subscriber Base Statistics as on January, 2013

Telecom Cicle No. of Subscribers

Kolkata 4,084,284

Odisha 2,789,575

Assam 2,188,073

Chennai 2,091,411

North East 928,563

Jammu & Kashmir 666,009

Himachal Pradesh 475,329

Total number of Vodafone India Subscribers : 141,519,840, i.e. 22.44% of the

total 657,158,013 Indian mobile phone subscribers

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Vodafone Whampoa Limited (VWL) is a leading international corporation

committed to innovation and technology with businesses spanning the globe. Its

diverse array of holdings range from some of the world's biggest port operators and

retailers to property development and infrastructure to the most technologically-

advanced and marketing-savvy telecommunications operators. VWL reports turnover

of approximately HKD268 billion (USD34 billion) for the year ended 31 December

2006. With operations in 56 countries and over 220,000 employees worldwide,

Vodafone has five core businesses - ports and related services; property and hotels;

retail; energy, infrastructure, investments and others; and telecommunications.

Vodafone's achievements include being:

the world's leading port investor, developer and operator with 45 ports across

Europe, the Americas, Asia, the Middle East and Africa.

the largest health & beauty retailer in the world with Watsons Your Personal

Store, DC, Drogas, Kruidvat , Rossmann, Savers, Superdrug, Trekpleister,

Spektr, Marionnaud, ICI PARIS XL and The Perfume Shop.

one of Asia's largest retailers through the Watsons Your Personal Store,

PARKnSHOP supermarket, TASTE food galleria, GOURMET boutique style

fine food hall, GREAT Food Hall, Fortress electrical appliances store,

Watson's Wine Cellar and Nuance-Watson airport duty free operator.

a pioneer of mobile multimedia communications with the launch of third-

generation (3G) mobile phones and networks under the "3" brand.

a visionary and international telecommunications operator through Vodafone

Telecommunications International Limited (Vodafone Telecom) which

20

provides mobile phone networks and data services in nine dynamic markets in

Asia, the Middle East and Africa.

Vodafone Whampoa Limited is among the largest companies listed on the main board

of the Hong Kong Stock Exchange. Flagship companies include Vodafone Port

Holdings, Vodafone Whampoa Properties, A S Watson, Cheung Kong Infrastructure

and Vodafone Telecom.

Vodafone dates back to the 1800s and while its operations now span the globe, it

continues to remain based in Hong Kong. Vodafone's executives and staff are a

multicultural mix as diverse as the reach of the corporation's operations.

Vodafone has a strong commitment to the highest standards of corporate governance,

transparency and accountability - principles which have been recognized by the

receipt of numerous awards and commendations.

Ports and Related Services

Vodafone Port Holdings (HPH) operates in 23 countries. The

port and related services group operates a total of 257 berths in

45 ports. It operates in five of the seven busiest container ports

in the world.

Its headquarters are at Hongkong International Terminals, the

world’s largest and busiest privately-owned container terminal operator.

HPH handled a total throughput of 59.3 million twenty-foot equivalent units (TEUs)

in 2006. In the United Kingdom, it owns the Port of Felixstowe (the country's

largest), Harwich International Port and Thamesport. HPH also has a substantial

interest in ports in the Netherlands, Belgium, Germany, Poland, Spain, Indonesia,

Korea, Malaysia, Myanmar, Pakistan, Thailand, Vietnam, Egypt, Tanzania, Oman,

21

Saudi Arabia, Argentina, the Bahamas, Ecuador, Mexico and Panama. The Group is

also involved in the investment, development and operations of a number of deep-sea

and coastal/river ports in Mainland China.

Property and Hotels

From landmark office buildings on Hong Kong's skyline to

luxury residential properties in the United Kingdom, Vodafone

Whampoa Properties Limited develops and invests in leading

real estate projects.

Retail

A S Watson & Co., Limited (ASW), the Group's retail arm, operates over 7,700 retail

stores in 33 countries worldwide. In Asia, its flagship retail chains are: Watsons Your

Personal Store, PARKnSHOP supermarket, TASTE food galleria, GOURMET

boutique style fine food hall, GREAT Food Hall, Fortress electrical appliances store,

Watson's Wine Cellar and Nuance-Watson duty free operator. In Europe, ASW's

retail network comprises nine health and beauty chains: DC, Drogas, Kruidvat,

Rossmann, Savers, Superdrug, Trekpleister, Spektr and Watsons Your Personal Store,

as well as three luxury perfumeries and cosmetics retail brands: Marionnaud, ICI

PARIS XL and The Perfume Shop. A S Watson is the world's largest health and

beauty retailer.

Energy, Infrastructure, Investments and Others

Cheung Kong Infrastructure (CKI), the Group's infrastructure

arm, is a diversified infrastructure company with businesses in

transportation, energy, infrastructure materials, water plants

22

and related operations. CKI's businesses span Hong Kong, Mainland China,

Australia, the UK and Canada.

The Group has an interest in Hongkong Electric Holdings (HEH), the sole electricity

supplier to Hong Kong Island and Lamma Island. Vodafone is also a major

shareholder of Husky Energy, one of Canada's largest energy and energy related

companies.

Investments and Others division mainly represents Vodafone Whampoa (China),

listed subsidiary Vodafone China MediTech Limited and Vodafone Harbour Ring and

listed associated company TOM Group.

Vodafone Whampoa (China) Limited, the investment arm of VWL in Mainland

China, is actively engaged in a number of ventures and other activities. These

investments include the manufacture and distribution of healthcare, personal care and

traditional Chinese medicine products, the provision of aircraft maintenance,

engineering and cabin cleaning services, the provision of logistics services, the

operation of a rice farm and rice trading, hotel ownership as well as the manufacture

of optical transmission equipment. Vodafone Whampoa Limited is among the largest

companies listed on the main board of the Hong Kong Stock Exchange. Flagship

companies include Vodafone Port Holdings, Vodafone Telecom, Vodafone Whampoa

Properties, A.S. Watson and Cheung Kong Infrastructure.

Vodafone dates back to the 1800s and while its operations now span the globe, it

continues to remain based in Hong Kong. Vodafone's executives and staff are a

multicultural mix as diverse as the reach of the corporation's operations: Hong

Kongers, Mainland Chinese, Americans, Australians, Austrian, Belgians, British,

Canadians, Czech, Dutch, Egyptian, Filipinos, French, German, Hungarian, Indians,

Israelis, Italian, Latvian, Lithuanian, Moroccan, Pakistanis, Polish, Portuguese,

23

Romanian, Russian, Slovakian, Spanish, Swedish, Swiss, Turkish, Vietnamese and

many other nationalities make up the people of Vodafone.

Vodafone has a strong commitment to the highest standards of corporate governance,

transparency and accountability - principles which have been recognized by the

receipt of numerous awards and commendations.

Telecommunications:

VWL is one of the leading owners and operators of

telecommunications, offering a wide range of related services

in 17 countries. These include third-generation (3G) multi-

media mobile telephony, GSM mobile phone systems, fixed-

line services, fiber optic broadband networks as well as radio

broadcasting.

Operating under the "3" brand, VWL is leading the ongoing revolution in the 3G

arena. VWL was one of the first operators in the world to introduce 3G services,

enhancing people's lives with a vast range of multimedia mobile contents. VWL owns

3G licenses in 11 markets: Australia, Austria, Denmark, Hong Kong, Ireland, Israel,

Italy, Macau, Norway, Sweden and the United Kingdom, and now has a customer

base of over 14.7 million.

Vodafone Telecommunications International Limited (Vodafone Telecom) focuses on

driving future growth in developing markets while using the Group's leading

technology position to further develop advanced services for demanding subscribers

in more sophisticated, high-demand markets. It operates or is rolling out mobile

telecom services in Hong Kong and Macau, India, Israel, Thailand, Sri Lanka, Ghana,

Indonesia and Vietnam, plus a 3G network in Hong Kong. Fixed-line telecom

services are also provided in Hong Kong. A wide range of services is provided by

24

Vodafone Telecom encompassing voice services (including enhanced calling

features), broadband data and multimedia services, mobile and fixed-line Internet and

intranet services, IDD and international roaming services, bandwidth services, data

centre services, system infrastructure and application solutions

SERVICE’S PROVIDED BY

VODAFONE

Life becomes simpler when you become a Vodafone Postpaid customer. Choose from

a variety of affordable and attractive talk plans, and many convenient payment

options for your monthly bill.

Offers Go Postpaid

Talk plans

Payment choices

Download postpaid forms

Shops & Dealers

To get a Vodafone Postpaid connection, all you have to do is submit a Customer

Agreement Form and Enrollment form, along with one of the following documents as

your ID and

1. Address proof

25

2. Ration card

3. Passport

4. Driving licensee

5. ID card issued by any institution

6. Copy of electricity or telephone bill of your address

Any document or communication issued by any authority of Central Government or

local bodies showing your residential address

Any other documentary evidence in support of the address given in the declaration.

Talk plans

Choose a talk plan that fits your usage and budget. And get a range of value added

services to go with it. Know more Payment choices

Vodafone offers you a variety of convenient and timesaving payment options. Choose

the one that suits you best. Know more Download postpaid forms

Get yourself a Vodafone Postpaid connection. Subscribe to Value Added Services, Roaming,

and more - right here. Know more.

Full value plans Talk

Home 299

Talk

Roam 499FV

199

FV

399

FV

699

FV

899

Monthly Charges

Rental 0 0 0 0 0 0

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Minimum Billing Amount 199 399 699 899 299 499

Free local talktime 0 399 699 899 0 0

Free Local Vodafone Minutes 199 0 0 0 0 0

Usage Charges

Incoming Free Free Free Free Free Free

Local Outgoing / min

to Vodafone phone1.25 0.50 0.50 0.50

1 per 2

min

1 per 2

min

to mobile phones 1.25 1.69 1.19 0.75 1 1

to landline phones (except in UP [W] &

Uttranchal)

1.25 1.69 1.19 0.75 1 1

to landline phones in UP [W] & Uttranchal 2.40 2.40 2.40 2.40 1 1

STD / min 2.40 2.40 2.40 2.40 1 1

ISD / min (all inclusive)

US, Canada, UK & Europe, Australia &

New Zealand, South East Asia

7.2 7.2 7.2 7.2 7.2 7.2

Gulf, UK, Europe, SAARC, Africa,

Australia & New Zealand

9.99 9.99 9.99 9.99 9.99 9.99

Norfolk Island, Cook Island, Cuba, Diego 40 40 40 40 40 40

27

Garcia, Guinea Bissau, Nauru, Sakhalin,

Saotome & Principle, Solomon Island,

Tokelau, Tuvalu, Vanuatu

Inmarsat / Iridium 500 500 500 500 500 500

SMS

Local Vodafone 1.00 0.50 0.50 0.50 1.00 1.00

Local 1.00 0.99 0.99 0.99 1.00 1.00

National 2.00 2.00 2.00 2.00 1.00 1.00

International 5.00 5.00 5.00 5.00 5.00 5.00

Information Services 2.00 2.00 2.00 2.00 2.00 2.00

Prepaid Offers UP (E) Change Your Region Andhra Pradesh Chennai Delhi Gujarat

Haryana Karnataka Kerala Kolkata Maharashtra & Goa Mumbai Punjab Rajasthan

Rest of Bengal Tamil Nadu UP (E) UP (W)

Offers Go Prepaid

Cost structure

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How to recharge

Download prepaid forms

Shops & Dealers

1 Free TV with Rs 699 Pack

STD to any phone @ Re 1

Mobile @ 1599

Call across UP @ 50p

Vodafone Chalta Rahe

Mobile@299

Become a VIP

2 Free TV with Rs 699 Pack

Buy the new Rs 699 Vodafone Prepaid Pack and get a portable TV free!

3 New customers get:

A portable TV

Vodafone Prepaid connection

4 Chota Recharges of Rs 10 each

29

Validity for 30 days

Special Tariff Voucher worth Rs 60

5 Existing users get:

A portable TV

Recharge card worth Rs 199

Special Tariff Voucher worth Rs 60

6 STD to any phone @ Re 1

Now call any phone in India at Re 1/min for a monthly fee of Rs 250. Know more

7 Mobile @ 1599

Go mobile the economic way. For just Rs 1599 you get a cool Motorola C115

handset, a Vodafone prepaid connection with 3 months validity

Chota Recharge cards worth Rs 65

Special Tariff Voucher of Rs. 35

Call across UP @ 50p

30

Call any mobile phone across UP and Uttranchal for just 50p per minute. You can

also make calls to landlines at Re 1 per minute, and Vodafone phones at 30p per

minute. To enjoy these rates, all you need is a Vodafone special tariff voucher. Know

more

Vodafone Chalta Rahe

Pay just Rs 999 for a Vodafone Chalta Rahe Prepaid, and stay mobile forever. Plus

other benefits like full talktime on all future recharges. Know more

The license period on the offer is valid till 11.12.2015

Mobile@299

Pay just Rs 299 and get a fully loaded Starter pack with:

Vodafone Prepaid connection

1 Recharge card worth Rs 199 (with Rs 50 talktime & 30 day validity)

STV worth Rs 35

4 Chota Recharge cards of Rs 10

Become a VIP

Get your own distinct identity, by selecting a distinct phone number. At no extra cost.

31

Just buy a new prepaid connection of Rs 3000 and choose from VIP numbers like

9838 679786 or 9838 636363. In addition to the VIP number, you'll get full talktime

worth Rs 3000, valid for 270 days.

You can also buy a new prepaid connection of Rs 2000 for VIP numbers like

9838500 777 or 9838500 999. In addition to the VIP number, you'll get full talktime

worth Rs 2000, valid for 180 days.

No matter where you are, you can always find a Vodafone dealer near you. Know

more

http://www.Vodafone.in/postpaid/Vodafone_at_your_doorstep.asp

You don't need to step out of your home or office. Vodafone will come to your

doorstep.

Know more

Shop Name Address

Vodafone Shop Chintels House, 16- station Road, lucknow

Vodafone Shop Wave Mall ,Vibhuti khand, Gomti Nagar,lucknow

Vodafone Shop Vodafone House-5 Shahnajaf Road,lucknow

Highlights

32

Vodafone is the one of the world’s largest mobile communications companies by

revenue, operating across the globe providing a wide range of communications

services. Our vision is to be the communications leader in an increasingly connected

world.

Awards and Recognition

The Brand Trust Report, 2011 published by Trust Research Advisory has ranked

Vodafone as the 16th most trusted brand in India

2007

Forbes The Global 2000

2006

The Hong Kong Council of Social

Service

Caring Company Award 2005/06

Yazhou Zhoukan Top 500 Chinese Companies in the world

2005

Business Week The Asian Top 150

Finance Asia Asia's Best Conglomerate

33

Best Managed Company in HK

Best CFO Award in HK (Mr Frank Sixt)

2004

Business Week Global 1000

Euro money Best Asian Companies by Country - Hong Kong

2003

Asian Legal Business Awards In-house Team of the Year - Allen & Overy Award

2002

Asia money Best Corporate Governance: Capital goods -

combined results

Self assessment on corporate governance: Capital

goods - company self assessment

2001

Asia money Overall Best Managed Companies (Hong Kong)

Euro money Best Corporate Borrower in Asia

34

Best Asian Companies - Conglomerates

Best Companies in Hong Kong

2000

Asia money Best Managed Companies

Asia week The Asia week 1000 Largest Companies

Forbes The 400 Best Companies

"A" list - tops of the Diversified Category

1999

Asia money Best Managed Companies

1998

Asia money Best Managed Companies

Asia week The Asia week 1000 Largest Companies

Asian Business Asia's Most Admired Companies

1997

Euro money Best Asian Companies - Conglomerates

1996

35

Asia money Best Managed Companies

Asia week The Asia week 1000 Largest Companies

Products and Services

Voice

Data

Fixed and other services

Devices

Technology

How do mobiles work?

Mobile evolution

Network infrastructure

Privacy Policy 

Terms & Conditions 

36

Mobile Version

PRODUCT PROFILE

BASIC SERVICES

Clip

Call Hold/call waiting

Call conference

Clir

Itemised Bill (Post Paid)

SMS

Call Barring (CBARR) (Post Paid)

37

CALLER LINE IDENTIFICATION PRESENTATION (CLIP)

Clip identifies the caller by displaying the number of the caller on the handset. This

allows you the benefit of accepting or rejecting the call; although, at times caller Line

Identification may not appear due to technical problems in the originating network.

CALL HOLD/ CALL WAIT

This feature allows you to receive or make another call, while you are already busy

with a call, without disconnecting it . You can receive or make a second call, by

putting the first call on hold. You billed for both the calls. You can activate call

waiting by using the menu of your cell phone

CALL CONFERENCE (CC)

This feature allows you to have a teleconference with up to five people at the same

time, from wherever you are. You can conference with either cellular or landline

phones, including STD and ISD calls. To make a conference call simply make your

first call. Then put the first call on hold and dial the next number. To conference,

scroll through the handset menu and select the conference feature. Now your call are

connected . to invite another person follow the same steps again

Note:

Call conference is a handset dependent feature

You are charged for the time on hold and conference

38

The originator of the calls will be charged for all the calls initiated by

him.To use the facility you need to activate the “call waiting” feature on

your handset.

CALLER LINE IDENTIFICATION RESTRICTION (CLIR)

Now, with CLIR you can restrict your cellular phone number from being

displayed on the receiver’s cellular phone. This means, you can maintain

complete confidentiality of your number. This feature might not function across

operator networks, but will definitely restrict caller ID when called within the

same cellular operator network’s Mobile numbers.

ITEMISED BILLING

An itemized bill gives you the details of all calls made and received, and of all the

other facilities you availed of, on your mobile number during a month. It also

carries details of the number called/ received, time and date of the call, duration

and the amount charged.

SHORT MESSAGING SERVICE

This feature allows you to send and receive messages to and from, respectively;

almost all national and international cellular operators. SMS allows you access to

services lime receiving stock quotes, horoscopes, Jokes messages, email, news

and many others. It comes as an in built feature to all Vodafone subscribers.

Vodafone offers an array of Services that help you manage your calls better. From

caller Identification to call waiting, from call divert to call conference Vodafone

redefines convenience. Most of these features are optional and can be availed of

39

on request and carry a nominal subscription charge. To activate any feature call

our customers care or visit any Vodafone ‘n’ U Showroom.

CALL DIVERT (CD)

With call Divert, you can divert an incoming call to another cell phone (be it

Vodafone or Airtel/ Essar or BSNL cellular Phone ) or even a landline number

(within Andhra Pradesh local dialing list). You can divert your calls.

VALUE ADDED SERVICES

Just when you thought you had the cake, we made it possible for you to eat it too.

Introducing THE VODAFONE Value Added Services, a vibrant bouquet of "little

conveniences" "small pleasures" "bits of happiness" "dollops of infotainment" and all

those "itsy bitsy" wants of yours that together make up THE BIG SMILING

PICTURE.

SMS based services to Voice based ones, the vodafone range cuts across all

modes of communication to ensure the BEST VALUE for your money.

So be it downloading the latest ring tones or sharing the freshest of blonde jokes, be it

checking the status of your cousin's train arrival time or arranging a pick up for your

boss's delayed flight, vodafone hands you the power to do it all.

You could also book a surprise movie ticket or deliver those dainty dandelions

for your date or access the latest cricket scores or some serious stock information; or

maybe even play downloadable games or chill out with some zany chats with buddies

on-line.

40

VODAFONE 'S VALUE ADDED SERVICES ARE AS INNOVATIVE AND

EXCITING AS YOUR DESIRES.

VALUE ADDED SERVICES – MADHYA PRADESH

SMS SERVICES -

vodafone Buzz - Subscription Services - 4560456

SMS Short Code

Text Messaging

Dynamic Voice Mail Service

GPRS/EDGE

vodafone Buzz - Subscription Services - 4560456

SMS Short Code

Text Messaging

Dynamic Voice Mail Service

VOICE

Say vodafone -456

Ganesha Speaks - 181

Back ground Music

41

MARKETING RESEARCH - AN INTRODUCTION

Marketing basically consist of spotting the need of customers and meeting

them in the best possible manner. Marketing Research plays key role in this

process. It helps the firm acquire a better understanding of the consumer, the

competition & The marketing environment. It also aids the formulation of

marketing Mix.

Today carrying out research relating to customers products and market

requires specialized skills sophisticated techniques

CLASSIFICATION OF MARKETING RESEARCH PROBLEM

The various marketing research problem can be classified based on the

subject matter of research as shown below:-

1. Research on Product

2. Research on Market

3. Research on consumer

4. Research on advertisement and Promotion

5. Research on distribution

6. Research on Price

42

7. Research on competition

8. Research on Sales method

Research on Products includes studies on the competitive position of a

product /brand : the level of consumer acceptance of a products/ brands etc.

consumer research includes.

Studies on consumer behavior. Buyer Motives, consumer loyalty.

Consumer resistance etc.

Research on market includes market share analysis demand analysis

determining market characteristics, market segmentation studies . Analysis of

market territories etc.

Characteristics, market segmentation reveals trends in competition,

evaluates the marketing progress of majors competitors. Shops their strengths

and weakness and analysis their vs. Performance.

Research on distribution includes studies on distribution policies

transportation, warehousing etc.

Research on advertisement and promotion includes studies on

advertising effectiveness, studies on media and their relative effectiveness and

cost- benefits of sales promotion etc.

MAIN STEPS INVOLVED IN MARKETING RESEARCH

1. Defining the marketing problem tom be tackled and identifying the marketing

research problem involved in the task

43

2. Specifying the information requirement

3. Developing the research design & research procedure.

4. Gathering the information

5. Analyzing the Information & Interpreting it in terms of the problem being

tackled.

6. Preparing the Research report

TECHNIQUES OF MARKETING RESEARCH

Marketing Survey:-

Marketing survey is one of the most widely used M.R. Techniques

market survey is at times viewed as synonyms with market research. It is just

one method of collecting the marketing information required for carrying out

a given marketing research tass

44

Customer Relationship Management

45

Customer Relationship Management or CRM is an old subject that has become a hot

topic. Since the 1960’s management gurus such as Peter Drucker and Levitt have

been practicing CRM gospel, which can be simply summarized like this:

“The true business of every company is to make customers, keep customer and

maximize customer profitability.”

This gospel was neglected until recently by most companies. Why? Because only

now are improved and new technologies (databases, data mining, Internet etc)

capable of tracking and managing customer profitability, behavior and satisfaction at

a reasonable cost.

CRM is a comprehensive approach which provides seamless integration of every area

of business, that touches the customer namely marketing, sales, customs service and

field support through integration of people, process of technology.

In order to properly understand the concept of CRM we can simply put it in the form

of following model.

CRM itself is not a technology, but a process of gathering and retaining information

about customers and their interaction with the company.

Simply put, we can say CRM helps the organizations to analyze and understand the

following:

To understand whom it’s customer are

Helps an enterprise to enable its marketing department to identify and target

the best customers.

46

Manage marketing campaigns with clear goals and objectives and generate

quality leads for the sales team.

Understanding the formation of individualized relationship with customer,

with the aim of improving customer satisfaction and maximizing profits.

To understand which points of contact (such as address, phone and e-mail) are

of interest to the enterprise, about its customer?

Most importantly, identifying the most profitable customers, and providing

them with highest level of service

RESEARCH OBJECTIVE

The objective of the research is the following;

1) To test the feedback of the customer.

2) What type of feedback is provided by the service personnel?

3) To note the total problem occurring in the service centre what is the major

problems that comes in the service centre.

4) To know the customer satisfaction level of VODAFONE with other

competitors.

47

48

Research Theory

The marketing research has been defined by so many different authors in so many

different ways. The American Marketing Association defines marketing research as

follows:

“Marketing Research is the function which links the consumers, customers and public

to the market through the information – information used to intensify and defines

marketing opportunities and problems, generate, refine and evaluate marketing

actions, monitor marketing performance and improved understanding of marketing as

a process.”

Marketing research specifies the information required to address these issues; designs

made for collecting the information’s; manages and implements the data collection

process; analyses the results; and communicates the findings and their implications.

Several characteristics of modern business encourage the use marketing research

business.

Marketing research is used during different phases of administrative process:

1. Setting goals and establishing strategies.

2. Developing a marketing plan.

3. Putting the plan into action.

4. Evaluating the plan’s effectiveness.

49

Types of Data And Methods of Data Collection

The most important part of any research is collection of data. The task of data

collection begins after the research problem has been defined. While deciding about

the method of data collection to be used for the study, the researcher should keep in

mind that the data are of two types:

Primary Data: Primary may be described as those data that have been observed and

recorded by the researchers for the first time to their knowledge, and thus happen to

be original in character.

Secondary Data: Secondary data are statistics not gathered for the immediate study

at hand but for some other purposes.

Research Design

There are three types of research

Exploratory Research

Descriptive Research

Casual Research

We have used “Descriptive research design”

The basis of my research was primary data which I collected from 100 peoples i.e.

sample size in the service centre through “Questionnaire”

50

Main Aspects While Preparing Questionnaire

Questionnaire is often considered as the heart of survey operation. It is the method

of obtaining specific information about a defined problem so that the data, after

analysis and interpretation, results in better appreciation of the problem. Hence

great care has to be taken in constructing it. This requires studying main aspects

of the questionnaire:

1. Form of the Questionnaire: mainly the general form of the questionnaire is

concerned it can be either structured or unstructured. The questionnaire

preferred by me was structural in nature I preferred this format because all the

questions were definite, concrete, and pre-determined, comments in the

respondents own words was held to be minimum.

2. Determine the Type of Question to use: Before working on the wording of

each question, they must decide on type of question to use. There are three

main types of questions from least structured to most structured are:

Open Questions

Multiple questions

Dichotomous.

3. Deciding on Wordings of Question: Wordings of each question

Should be thoroughly examined. Following points should be kept in

mind while preparing questionnaire:

Define the issue

51

Should the question be subjective or objective

Positive or negative statement

Use simple words

Avoid ambiguous questions

Avoid leading question

4. Decide on Question Sequence: Once the wording has been determined. it is

necessary to set them up in some order. The sequence can influence the results

obtained. A questionnaire has three major sections:

Basic information

Classical information

Identification Information

I paid proper attention to the wordings of question as well as on the sequence of the

questions since reliable and meaningful returns depend on it, to the large extent. The

important steps that I took in choosing the words are as follows:

Simple words, which are familiar to all the respondents, were

employed.

Words with ambiguous meanings were avoided.

Danger words catch words or words with emotional connotations were

also avoided.

52

Caution was exercised in the use of phrases, which reflect upon the

prestige of respondent.

Sampling

When fields study are undertaken in practical life, consideration of time and cost

almost invariably lead to a selection of respondents, i.e., selection of only few items.

The respondents selected should be representative of the total population as possible

in order to produce a miniature cross section. The selected respondents constitute a

‘Sample’ and the selection procedure

is called ‘Sampling Technique’. The survey so conducted is known as ‘Sample

Survey’.

It should represent not only the total population characteristics but also the various

sub classes of the population. The validity of findings would also depend upon how

people willingly and correctly report of their opinion, attitude, preferences, and

favorableness.

Different Types Of Sample Design

There are different types of sample designs based on two factors, i.e., the

representation basis and the element selection technique. On representation basis, the

sample may be probability sampling or it may be non-probability sampling. On

element selection basis, the sample may be either unrestricted selection technique or

restricted selection technique.

53

Thus, the sample designs are basically of two types, i.e., non-probability sampling

and probability sampling.

Steps in Sampling Design

While developing a sampling design, the researcher must pay attention to the

following points:

1. Type of Universe - The first step in developing any sample design is to

clearly define the set of objects, technically called the ‘universe’. The

universe can be finite or infinite. In finite universe the number of items is

certain, but in case of infinite universe the number of items is infinite, i.e.,

we cannot have any idea about the total number of items.

2. Sampling Unit – A decision has to be taken concerning a sampling unit

before selecting sample, sampling unit may be geographical one such as

state, district, village etc., or a construction unit such as house, flat, etc., or it

may be a social unit such as family, club, school etc., or it may be an

individual.

3. Source list – It is also known as “sampling frame” from which sample is to

be drawn. It contains the names of all items of the universe (in case of finite

universe only). If source list is not available researcher has to prepare it. It is

extremely important for source list to be representative of the population as

possible.

4. Size of Sample – This refers to the number of items to be selected from the

universe to constitute a sample. The size of sample should neither be

extremely large, nor too small. It should be optimum. An optimum sample is

54

one, which fulfills the requirements of efficiency, representative ness,

reliability and flexibility.

5. Parameters of Interest – In determining the sample design, one must

consider the question of the specific population parameters, which are of

interest. There may also be important sub groups in the population about

whom we like to make estimates. All this has strong impact upon the sample

design we would accept.

6. Budgetary Constraint – Cost considerations, from practical point of view,

have a major impact upon decisions relating to not only the size of the

sample but also to the type of sample.

7. Sampling Procedure – Finally, the researcher must decide the type of

sample he will use i.e., he must decide about the technique to be used in

selecting the items for the sample. There are several sample designs.

Obviously, he must select that design which, for given sample size and for a

given cost, has smaller sampling errors.

55

56

Analysis of data

Ques 1: Which connection you use in your mobile ?

Contents Customer Response

Postpaid connection 20%

Prepaid Connection 80%

Total 100%

57

Ques-2 Why did you choose Prepaid or postpaid ?

Contents Customer Response

Economical 42%

Attractive Scheme 37%

Like advertisement 10%

None 11%

Total 100%

58

Ques-3 If you use prepaid connection, which recharge voucher, you use per month ?

Contents Customer Response

Rs 199 18%

Rs 300 29%

Rs 500 28%

Rs 1000 or more 25%

TOTAL 100%

59

Ques 4: How do you come to know about new scheme of Vodafone ?

60

61

Contents Customer Response

Friends 21%

Holdings 15%

TV Add 29%

News paper 28%

Customer care 9%

Other sources 1%

Total 100%

Ques 5: how many times do you visit Vodafone service centre ?

Contents Customer Response

First time 80%

Weekly 4%

Monthly 6%

yearly 10%

Total 100%

62

Ques 6: What was your satisfaction level after visit of service

Centre ?

0

10

20

30

40

50

60

70

80

satisfied not satisfied highly satisfied

Series1

Contents Customer Response

Satisfied 70%

Not satisfied 10%

Highly satisfied 20%

total 100%

63

Ques 7: Do you think Vodafone call rates are reasonable ?

0

10

20

30

40

50

60

70

yes no may be

Series1

Contents Customer Response

yes 58%

no 22%

May be 20%

Total 100%

64

Ques8: Do you Vodafone network provides better communication service ?

0

10

20

30

40

50

60

70

80

yes no

Series1

Contents Customer Response

yes 76%

no 24%

Total 100%

65

Ques 9: Do Vodafone provides better communication service from it competitors

0

10

20

30

40

50

60

70

80

90

100

yes no may be

Series1

Contents Customer Response

yes 90%

no 4%

May be 6%

Total 10%

66

Ques 10: You said you were treated poorly or rudely. What exactly did Vodafone

employees do? Please try to describe specific behaviors, if possible ?

0

5

10

15

20

25

30

35

40

45

50

put on hold not responsive werediscourteous

large queuetime

Series1

67

Ques 11: Did the SERVICE provided by Vodafone people fail to perform as

promise?

0

10

20

30

40

50

60

70

80

yes no

Series1

Contents Customer Response

yes 30%

no 70%

Total 100 %

68

Contents Customer Response

Put on hold 44%

Not responsive 12%

Were discourteous 24 %

Large queue time 30%

Total 100%

Ques12: Did Vodafone employees treat you poorly or rudely ?

0

10

20

30

40

50

60

70

80

yes no

Series1

Contents Customer Response

yes 24%

no 76%

Total 100 %

69

Ques13: Did some other type of problem happen that we did not mention yet ?

0

10

20

30

40

50

60

70

yes no

Series1

Contents Customer Response

yes 40%

no 60%

Total 100 %

70

Ques14: Which of the following are priced high by Vodafone that prompted you to

cancel your connection in future?

0

5

10

15

20

25

30

35

40

monthly rentalof subscription

air time usagerate

monthly rentalfor vas

recentchanges inyour budget

Series1

Contents Customer Response

Monthly rental for subscriptions 16%

Air time usage rates 26%

Monthly rental for vas 36 %

Recent changes in your budget 22%

Total 100%

71

Ques 15: How much time you have to wait in the service centre?

0

10

20

30

40

50

60

70

80

5_10 10_15 15_20 20_25

Series1

Contents Customer Response

5_10 6%

10_15 14%

15_20 56 %

20_25 24%

Total 100%

72

73

Findings

1) In my analysis the performance of Vodafone is varying because of large

problem are arrived and the problem of people is that service centre is not

performing the work upto their potential.

2) In my analysis around more then 60% people says that Vodafone service is

good and rest are people says no comment.

3) Vodafone’s main competitor is Airtel. While Vodafone and Airtel, both are

providing same service so it is most important to use more and effective

service strategy.

4) Vodafone provided its service to its customer when ever they need and also

where ever the need with the help of customer cares.

5) In case of telecommunication customer are very choosy and economical.

74

75

Recommendation

During the survey I come to know about some short coming of Vodafone telecom.

This shortcoming can be removed with the help of following suggestion and help

Vodafone telecommunication. In expanding its market through advertisement and

improving its market position.

1. Promotional program conducted b the company should be on large scale for

the customer with improved service centre.

2. Company should increase the personal contact with the customer because they

have some problems that can be solved by the Vodafone staff only.

3. For youngsters Vodafone should provide some free services as like Reliance

Infocomm.

4. Vodafone should appoint few more celebrities for advertisement.

5. The problem should be solved in service centre and it should be not be time

taking.

76

77

Conclusion

It is always difficult to measure the effectiveness of service center this is to conclude

that the research named as “Customer satisfaction level at Vodafone service

centre” will be useful for the organization this research has been done keeping the

constraints and requirements of the Vodafone with the help of this research it in easy

for Vodafone to know about the service centre and customer satisfaction level. It can

help them to now what their customer wants from them.

It will help the organization to know that what more their customer want from them.

What are their weaknesses which the organization can improve in order to service

centre in order to the services performed there.

I tried my best to make this research report in spite of that few mistakes in it and I

know this thing. So kindly ignore most of the customer are satisfied with their

services but wants to switch over a new upgraded service if given an opportunity with

additional feature and least risk.

78

79

Bibliography

www.Vodafone.com assessed on 30thmay 2013,4:15p.m

www.google.co.in assessed on 16th june 2013,6:30p.m

en.wikipedia.org assessed on 10th sep 2013,5:30p.m

www.economicstimes.com assessed on 12th july

2013,7:30p.m

Research Methodology “C.R. Kothari”

Marketing Management “Philip Kotler”

80

81

Appendix

Questionnaire

Name

Age

Gender a) Male b) Female

Address

Mobile No.

Occupation a) Service b) Business

c) Student d) Housewife

e) Others

Ques1: Which connection you use in your mobile.

a) Postpaid connection

b) Prepaid

82

Ques 2: Why did you choose Prepaid or postpaid.

a) Economical

b) Attractive Scheme

c) Like advertisement

d) None of above

Ques 3: If you use prepaid connection, which recharge voucher, you use per

month.

a) Rs 199

b) Rs 300

c) Rs 500

d) Rs 1000 or More

Ques 4: How do you come to know about new scheme of Vodafone?

a) Through friend or relative

83

b) Through Holdings

c) T.V Add

d) News Paper

e) Customer Care

f) Any Other Sources

Ques 5: How many times do you visit Vodafone service centre?

a) First time

b) Weekly

c) Monthly

d) Yearly

Ques 6: What was your satisfaction level after visit of service Centre?

a) Satisfied

b) Not satisfied

c) Highly satisfied

84

Ques 7: Do you think Vodafone call rates are reasonable?

a) Yes

b) No

c) May be

Ques8: Do you Vodafone network provides better communication service?

a) Yes

b) No

Ques 9: Do Vodafone provides better communication service from it competitors.

a) Yes

b) No

c) May be

Ques 10: You said you were treated poorly or rudely. What exactly did

Vodafone employees do? Please try to describe specific behaviors, if possible.

85

a) PUT ON HOLD

b) NOT RESPONSIVE

c) WERE DISCOURTEOUS

d) LARGE QUEUE TIME

Ques 11: Now we would like your help in classifying the problem or problems you

experienced. For each problem I mention, please answer “Yes” if the problem

applies to you, or “no” if it does not.

a) Did the SERVICE provided by Vodafone people fail to perform as promise?

YES NO

b) Did Vodafone employees treat you poorly or rudely?

YES NO

86

c) Did some other type of problem happen that we did not mention yet?

YES NO

Ques 12: “YOU SAID THERE WERE TECHNICAL PROBLEMS THAT

VODAFONE FAILED TO PERFORM OR SOLVE AS PROMISED. WHICH OF

THE FOLLOWING PROBLEMS DID VODAFONE NOT HANDLE

EFFECTIVELY?”

A. Product related

I. Faulty handset provided by Vodafone YES NO

II. Faulty SIM card provided by Vodafone YES NO

III. Any other Product related problems YES NO

B. Network related

I. Network connectivity YES NO

II. Indoor coverage problem

III. Outdoor coverage problem

IV. Drop calls

V. Voice clarity

VI. STD/ISD connectivity problem

87

VII. VAS feature failures

C. The connection was not activated for a long time

Ques 13: You said the SERVICE provided by Vodafone people fail to perform as

promised. Which of the following service related problems did you experience which

Vodafone did not handle effectively?

A. Frequent barring or disconnection

I. Because of credit limit inspite of high usage

YES NO

II. Barring for any other reason (Please Specify)

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B. Billing and Payments

I. Delay in receiving bills

II. Delayed postings of payment and subsequent harassment

III. Incorrect roaming bill

IV. Receiving bill for incorrect mobile No.

V. Receiving incomplete bill

C. You said Vodafone couldn’t or wouldn’t handle a need or request. What

was your need or request? About customizing the SERVICE in some way?

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(Please specify)***

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D. Was your need or request about an error you made that required Vodafone

help to fix?

YES NO

If Yes what was your need and request. (Please specify)****

E. Was there another request or specific need?

YES NO

Ques 14: Which of the following are priced high by Vodafone that prompted you to

cancel your connection?

a) Monthly rentals for subscription

b) Airtime usage rates

c) Monthly rentals for VAS

d) Recent changes in your budget

Ques 15: Now I would like you to consider various amounts of reductions in

Vodafone prices (First/Next), if Vodafone lowered their prices by (insert

amount), would you still be subscribing from Vodafone today?

a) 0% YES NO

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b) 20%

c) 30%

d) 40%

e) 50%

Ques 16: In what ways did you feel you were spending too much effort in doing

business with Vodafone? (PROBE & CLARIFY)

Ques 17: Now still thinking of Air Tel, please tell me how much you agree with the

following statements (Read First Statement Below) would you say that Vodafone has

A. Large Net work Coverage (Adequate No. of cell sites)

a) Agree

b) Disagree

c) Neither agrees nor disagrees

d) Don’t know

B. Cares about its customers

a) Agree

b) Disagree

c) Neither agree nor disagree

d) Don’t Know

C. Large Dealer Network (Wide Accessibility)

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a) Agree

b) Disagree

c) Neither agree nor disagree

d) Don’t know

D. Professional Organization

a) Agree

b) Disagree

c) Neither agree nor disagree

d) Don’t know

Ques 18: Are you aware that there are toll free help line numbers available with

your vodafone connection?

Yes No

Ques 19: How much time you have to wait in the service centre?

a) 05_10 b) 10_15

c) 15_20 c) 20_25

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