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POST PURCHASE CUSTOMER ATTITUDE OF CELLULAR
Presented by:
Dhanya Menon
Jeet Kabasi
Md. Shafiullah KhanMade by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
IDEA Cellular is a GSM mobile service operator with a customer base of over 47 million (4 crore 70 lakhs)As on March 2009
Subscriber base as on December 31, 2008: 40,016,153 Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
History in brief
Year Events1995 Incorporated as Birla Communications Limited
1996 Changed name to Birla AT&T Communications Ltd.
1997 Commenced operations in Gujarat & Maharashtra Circles
2000 Merged with Tata Cellular Limited, acquirrd license
for the Andhra Pradesh Circle
2001 Changed name to Birla Tata AT&T Ltd.,
acquired RPG Cellular Limited
2002 Changed name to Idea Cellular Limited and
launched "Idea" brand name,
REACHED “1 MILLION” SUBSCRIBER MARK
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
Year Subscriber Base2003 2 million
2004 4 million
December 31, 2005 6,473,962
December 31, 2006 12,442,450
December 31, 2007 21,054,027
December 31, 2008 40,016,153
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
SIM is KING or
CUSTOMER is King?
As quoted in the official site of Idea Cellular:
“From basic voice & Short Message Service (SMS) services to high-end value added services such as Mobile TV, Games etc - IDEA is seen as an innovative, customer focused brand…”
Courtesy: http://www.ideacellular.com/
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
The SURVEY was conducted of the following:
Sample Size: 50(Fifty)
Customer Selected: Random
Tool of Survey: Questionnaire
Questionnaire
Self Filled Telephonic Mailed
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
45 % of Customers complained about Call Drop
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
80 % of Customers are satisfied with the existing Call rates (both Local and National)
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
56 % of Customers complained about Unreachability during Roaming
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
Satisfaction Level of VAS of
20%
40%
24%
16%
PoorSatisfactoryGoodExcellent
48 % complained of baseless account balance deduction,
poor services of Value Added Services (VAS)
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
57 % complained that “CUSTOMER CARE” does not really CARE about the CUSTOMERS
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
72 % of Customers are satisfied with the existing
tariffs and schemes
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
Suggestion of the Respondents (CUSTOMERS)
Number of towers should be increased
They are quite satisfied with the call rate.
Idea Cellular should improve the tower sharing in Roaming services
The administration is not effective in VAS
Customer care should be more trained
Tariffs and Vouchers are satisfactory
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
INFERENCE
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
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