Vodafone India

Source distribution• For the period Nov 11-13• Twitter, Facebook, 2 customer review sites• Highest conversations on Twitter

Tonality• The overall tonality was negative as customers posted complaints and

issues they faced.• There were a few customers who posted queries.• The number of positive mentions was very less.

Key messages• The highest number of posts were related to the customer service meted

out by vodafone.• The second highest posts were related to mobile internet issues.

Airtel• For the period Nov 11 – 13• Twitter and Facebook• Once again highest conversations on Twitter• The overall tonality was negative• The reason being complaints and issues posted by customers

Key messages• A difference seen here- highest posts were recorded for mobile internet

related issues• The number of posts for customer service related issues was lesser than

that of Vodafone

Key message comparison Vodafone and Airtel

Network• Neutral and positive posts were tracked for Vodafone. However, for Airtel there

was no neutral or positive mention about its network.

Vodafone Airtel

Customer service• Out of the 18 posts tracked for customer service for Vodafone, there was

1 positive post.• Airtel did not have anything other than negative posts for its customer

service related posts.

Mobile internet

•Posts recorded regarding mobile internet were higher for Airtel.

•Mobile internet included posts related to 3g issues, download and upload speeds, internet not working on devices.

Analysis• Overall it is seen that Airtel is the most hated brand out of the two.• There were posts recorded where customers switched to Vodafone after issues with their

previous service provider. However, no such posts were recorded for Airtel.• There were posts where customers spoke about the Iphone 4s that is set to be launched on

the 25th of Nov by Airtel. These posts also accounted for the positive volume of posts for Airtel.

• However, a few posts were recorded where Vodafone customers asked why the Iphone was not being launched by Vodafone.

• Vodafone also had posts where customers complained about the activation of their number/SIM after purchase. It is seen that services are not activated on the numbers for which the customers have to visit the store or call customer care a number of times.

• This number was much lesser in Airtel.• Posts related to plans and tariffs was higher in Vodafone customers. These posts included

comments on cost, previous rates, increasing cost of plans, etc.• Airtel customers did not complain much about tariffs and hence tariffs was not a major

contributor to posts.• Surprisingly, very few posts were recorded about the advertising campaigns for both Airtel

and Vodafone.• As far as network is concerned, both the brands fared equal in the posts. Not many positive

posts about network for both Airtel and Vodafone.• The only consistency was bad reception in Bangalore and nearby areas for both networks.

Some insights• Since most of the posts recorded on Social media platforms are complaints and

customer related issues, out of which maximum complaints are negative, it is important that these posts get noticed and replied to as and when they are posted.

• It is seen that most of these comments get a reply from the CC team to register their number at a link after which an executive contacts that particular number. However, customers would prefer if their complaint was addressed to with a solution or a relevant piece of information. In this way customers will feel that the CC team not only understands their issue but also is readily helpful.

• Apart from offers and posts by customers the FB page has nothing much to offer.• Also, there were 2 posts mentioning the lack of visibility of information on

Vodafone’s website. The website needs to be updated regularly and information needs to be posted in a way that customers do not find it difficult to search and understand what they are looking for.

• Twitter is only a platform where customers post queries and complaints and CC reply to these.

• From all the social media channels under consideration it is observed that Vodafone does not engage in customer communication readily, it’s presence on these channels is more about addressing customer complaints.