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RESEARCH PROJECT REPORTON
“A Study on Consumer Orientation towards P repaid & P ostpaid M obile S ervices "
with special reference to Reliance
SUBMITTED TOKANPUR INSTITUTE OF MANAGEMENT STUDIES(AFFILIATED TO UTTER PRADESH TECHNICAL
UNIVERSITY, LUCKNOW)
IN PARTIAL FULLFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE
DEGREE OFMASTER OF BUSINESS ADMINISTRATION
UNDER THE GUIDANCE OFMs. RASHMI AGNIHOTRI
(ASSISTANT PROFESSOR)
SUBMITTED BY:DIKSHA GUPTA
ROLL NUMBER-1371470025
M.B.A.(2013-15)
CERTIFICATE
This is to certify that Ms. Diksha Gupta student of two year fulltime master of
business administration course of our institution has successfully completed his
research report on the topic "A Study on Consumer Orientation towards Prepaid &
Postpaid Mobile Services with special reference to Reliance Communications Ltd."
under guidance of Mrs. Rashmi Agnihotri (lecturer). The research work has been
carried out under my supervision and I find it in order and comprehensive. During
the period of his research I found him regular and hard working student.
I wish him all the success in future.
Under guidance of Submitted to Mrs. Rashmi Agnihotri Mr. Ankur Jauhari (H.O.D)
PREFACE
This project is done through Consumer Orientation towards prepaid and
postpaid mobile services provided by the telecom leading companies special
reference to Reliance Communication.
Consumer Orientation is mainly focused on meeting the needs of one's
customers, internal or external. This service establishes specific customer
satisfaction standards and actively monitors client satisfaction, taking steps to
clarify and meet customer needs and expectations. At lower levels the service
involves courteous and timely responsiveness to the requests of customers,
while at the higher levels, it involves developing the relationship of partner and
trusted advisor. It becomes possible to make a meaningful and useful
dissertation report. It has used market survey technique for checking the
customer satisfaction level who are using reliance prepaid services. it has also
used information which is given on the website of Reliance Communications.
It focuses on dynamic interactions between the organization and customers as
well as competitors in the market and its internal stakeholders.
Customer orientation and sales orientation are two extremes in dealing with
customers. A salesperson can never adopt both attitudes in serving a
customer. Customer orientation places an emphasis on listening to customers.
It is obligatory requirement for the partial fulfillment of M.B.A. degree at Kanpur
Institute Of Management Studies, Unnao. I got this opportunity of undertaking research
report under the guidance of Ms. Diksha Gupta provided an exposure to know about the
current marketing conditions and undertaking a research report on the topic “.”A Study
on Consumer Orientation towards Prepaid & Postpaid Mobile Services with
special reference to Reliance Communications Ltd.” Also helped me in widening
my perception of the Reliance communication environment.
ACKNOWLEDGEMENT
A research report is an integral part of an MBA curriculum. It helps the student
to undergo a simulation test of what the student is going to face in his future job sphere
and a taste of practicality. The competitive atmosphere, the ups and downs in the cycle
of the industry, the enthusiasm of interacting with newer people and gaining vast
practical knowledge is what a researcher goes through during his /her months in any
particular industry.
The research project has enhanced my managerial skills and made me opt to
face all the hurdles in my future.
The vast knowledge that I have gained while doing my research work helped
me to enhance my managerial skills. I consider myself proud to be a part of Kanpur
Institute Of Management Studies, Unnao and specially would like to thanks to my
project guide Mrs. Rashmi Agnihotri, lecturer for helping me with my report writing.
and giving me, her advise to do better and finally at last I give to special thanks to my
friends and Liberian who to their support on searching the matters ,preparation of my
research report.
DECLARATION
I, Diksha Gupta, student of MBA IV Sem. (2013-15), hereby, declare that the work
‘Study of "A Study on Consumer Orientation towards Prepaid & Postpaid Mobile
Services with special reference to Reliance Communications Ltd".With full faith
for my guide as well as my study I presented,my theory as well as practical knowledge
in the form of this report my own effort is genuine to the best of my knowledge.
Name Diksha Gupta
Place: Kanpur
Date:
TABLE OF CONTENTS
Chapter 1 – Introduction
1.1 Objectives of the study 1
Chapter 2 - Literature Review 2
Chapter 3 - About Company
3.1 Overview 3
3.2 Founder of Reliance Communication 4
3.3 Vision 6
3.4 Chairman’s Profile 7
3.5 Achievements & Awards 8
3.6 Careers 9
3.7 Network 13
Chapter 4 - Research Methodology 15
4.1 Sources of Data and type of study 15
4.2 Sample Study (if applicable) 15
4.2.1 Sample Universe 15
4.2.2 Sample Size 15
4.2.3 Method for selection of Sample 16
4.3 Methods for analyzing the data 16
Chapter 5- Data Analysis & Interpretation 17
5.1 Tariff 19
5.2 Prepaid Jaadu Pack 21
5.3 Prepaid SMS Top-Up Card 23
5.4 Prepaid E-Recharge 25
5.5 Prepaid How to Sign on 25
5.6 Prepaid Online Recharge 27
Roaming 28
Calling Cards 41
FAQ 44
Competitors 52
Chapter 6 – Findings & Analysis 54
Chapter 7- Recommendations & Suggestions 70
Chapter 8- Conclusions 72
Bibliography 74
Questionnaire
INTRODUCTION
In modern India, telecom market is in growth stage. An average 24% growth is
seen every year. There are number of national & multinational players in this
field. Mobile users are of two types, i.e. post paid & prepaid users. Existing
research in our market indicates that customers mainly opt for prepaid mobile
connection instead of post-paid connection. According to the company's
subscriber's record it is found out that the subscribers of pre-paid connections
are huge in number as compared to post-paid subscribers. The customers are
generally satisfied with pre-paid connection.
The study is important as there is a huge gap between the number of pre-paid
users and post paid users. This study will observe the factors that lead a
customer to go for a pre-paid connection instead of post-paid connection .
Based on such a background, this research will help to highlight the factors
responsible for less number of post-paid subscribers. This study will also help
the organization to heal the reasons responsible for such less number of post-
paid subscribers & will also suggest measures to improve the number of post-
paid subscribers.
1. The Late Dhirubhai Ambani dreamt of a digital India — an India where
the common man would have access to affordable means of information
and communication. Dhirubhai, who single-handedly built India’s largest
private sector company virtually from scratch, had stated as early as
1999: “Make the tools of information and communication available to
people at an affordable cost. They will overcome the handicaps of
illiteracy and lack of mobility.”
It was with this belief in mind that Reliance Communications (formerly Reliance
Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic
backbone. This backbone was commissioned on 28 December 2002, the
auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his
unexpected demise on 6 July 2002.
Reliance Communications has a reliable, high-capacity, integrated (both
wireless and wireline) and convergent (voice, data and video) digital network. It
is capable of delivering a range of services spanning the entire infocomm
(information and communication) value chain, including infrastructure and
services — for enterprises as well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionising the way India
communicates and networks, truly bringing about a new way of life.
COMPANY PROFILE
Founder of Reliance Communication
About Sh. Dhirubhai Ambani
Few men in history have made as dramatic a contribution to their country’s
economic fortunes as did the founder of Reliance’s. Dhirubhai H Ambani.
Fewer still have left behind a legacy that is more enduring and timeless.
As with all great pioneers, there is more than one unique way of describing the
true genius of Dhirubhai.But the role Dhirubhai cherished most was perhaps
that of India’s greatest wealth creator. In one lifetime, he built, starting from the
proverbial scratch, India’s largest private sector enterprise.
When Dhirubhai embarked on his first business venture, he had a seed capital
of barely US$ 300 (around Rs 14,000). Over the next three and a half decades,
he converted this fledgling enterprise into a Rs 60,000 crore colossus—an
achievement which earned Reliance a place on the global Fortune 500 list, the
first ever Indian private company to do so.
Dhirubhai is widely regarded as the father of India’s capital markets. In 1977,
when Reliance Textile Industries Limited first went public, the Indian stock
market was a place patronised by a small club of elite investors which dabbled
in a handful of stocks.
Undaunted, Dhirubhai managed to convince a large number of first-time retail
investors to participate in the unfolding Reliance story and put their hard-
earned money in the Reliance Textile IPO, promising them, in exchange for
their trust, substantial return on their investments. It was to be the start of one
of great stories of mutual respect and reciprocal gain in the Indian markets.
Under Dhirubhai’s extraordinary vision and leadership, Reliance scripted one of
the greatest growth stories in corporate history anywhere in the world, and went
on to become India’s largest private sector enterprise.
Throughout this amazing journey, Dhirubhai always kept the interests of the
ordinary shareholder uppermost in mind, in the process making millionaires out
of many of the initial investors in the Reliance stock, and creating one of the
world’s largest shareholder families.
Dhirubhai preached — and personally practised — one mantra throughout his
life: Dream with conviction.
He built the Reliance empire from scratch and, in a short span of 25 years, it
catapulted to become one of the top Fortune 500 corporations of the world —
an achievement unparalleled in history.
He was deeply rooted in traditional Indian values, and at the same time,
Dhirubhai possessed a very modern outlook - truly that of a 21st century
person. His corporate philosophy was short, simple and incredibly effective:
“Think big. Think different. Think fast. Think ahead. Aim for the best.” This was
clearly reflected in his passion for mega-sized projects, as well as his
fascination for cutting-edge technology and desire to always achieve the
highest possible productivity. At Reliance, Dhirubhai was a pillar of inspiration
for one and all. By practicing what he preached, he inspired and encouraged
everyone to surpass the best in the world.
Dhirubhai fully realised that true empowerment of the people is possible only
through education. Being an effective communicator, he continued to inspire,
guide, educate and motivate everyone through his communications. He was a
firm believer in the power of information and communication, and how it can be
utilised and turned to the advantage of one and all, by making time and
distance irrelevant.
He would always say that if a telephone call could be made cheaper than a
postcard, it would transform every home, empower every Indian, remove every
obstacle to opportunity and growth, and tear apart every barrier that divides
Indian society. He was convinced that infocom could energise enterprises,
drive governance, and render learning an interesting experience, apart from
making life exciting.
Keeping his conviction as our credo, Reliance Communications is committed to
transform Dhirubhai’s dream into a reality.
Few men in history have made as dramatic a contribution to their country’s
economic fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani.
Fewer still have left behind a legacy that is more enduring and timeless.
As with all great pioneers, there is more than one unique way of describing the
true genius of Dhirubhai: the corporate visionary, the unmatched strategist, the
proud patriot, the leader of men, the architect of India’s capital markets, the
champion of shareholder interest.
But the role Dhirubhai cherished most was perhaps that of India’s greatest
wealth creator. In one lifetime, he built, starting from the proverbial scratch,
India’s largest private sector enterprise.
When Dhirubhai embarked on his first business venture, he had a seed capital
of barely US$ 300 (around Rs 14,000). Over the next three and a half
decades, he converted this fledgling enterprise into a Rs 60,000 crore
colossus—an achievement which earned Reliance a place on the global
Fortune 500 list, the first ever Indian private company to do so.
Dhirubhai is widely regarded as the father of India’s capital markets. In 1977,
when Reliance Textile Industries Limited first went public, the Indian stock
market was a place patronised by a small club of elite investors which dabbled
in a handful of stocks.
Undaunted, Dhirubhai managed to convince a large number of first-time retail
investors to participate in the unfolding Reliance story and put their hard-
earned money in the Reliance Textile IPO, promising them, in exchange for
their trust, substantial return on their investments. It was to be the start of one
of great stories of mutual respect and reciprocal gain in the Indian markets.
Under Dhirubhai’s extraordinary vision and leadership, Reliance scripted one
of the greatest growth stories in corporate history anywhere in the world, and
went on to become India’s largest private sector enterprise.
Through out this amazing journey, Dhirubhai always kept the interests of the
ordinary shareholder uppermost in mind, in the process making millionaires
out of many of the initial investors in the Reliance stock, and creating one of
the world’s largest shareholder families.
The late Dhirubhai Ambani dreamt of a digital India — an India where the
common man would have access to affordable means of information and
communication. Dhirubhai, who single-handedly built India’s largest private
sector company virtually from scratch, had stated as early as 1999: “Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility.”
It was with this belief in mind that Reliance Communications (formerly Reliance
Infocomm) started laying 60,000 route kilometres of a pan-India fibre optic
backbone. This backbone was commissioned on 28 December 2002, the
auspicious occasion of Dhirubhai’s 70th birthday, though sadly after his
unexpected demise on 6 July 2002.
Communications has a reliable, high-capacity, integrated (both wireless and
wireline) and convergent (voice, data and video) digital network. It is capable of
delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services — for
enterprises as well as individuals, applications, and consulting.
Today, Reliance Communications is revolutionising the way India
communicates and networks, truly bringing about a new way of life.
Think big. Think different. Think ahead.
Dhirubhai preached — and personally practised — one mantra throughout his
life: Dream with conviction.
He built the Reliance empire from scratch and, in a short span of 25 years, it
catapulted to become one of the top Fortune 500 corporations of the world —
an achievement unparalleled in history.
He was deeply rooted in traditional Indian values, and at the same time,
Dhirubhai possessed a very modern outlook - truly that of a 21st century
person. His corporate philosophy was short, simple and incredibly effective:
“Think big. Think different. Think fast. Think ahead. Aim for the best.” This was
clearly reflected in his passion for mega-sized projects, as well as his
fascination for cutting-edge technology and desire to always achieve the
highest possible productivity. At Reliance, Dhirubhai was a pillar of inspiration
for one and all. By practicing what he preached, he inspired and encouraged
everyone to surpass the best in the world.
Dhirubhai fully realised that true empowerment of the people is possible only
through education. Being an effective communicator, he continued to inspire,
guide, educate and motivate everyone through his communications. He was a
firm believer in the power of information and communication, and how it can be
utilised and turned to the advantage of one and all, by making time and
distance irrelevant.
He would always say that if a telephone call could be made cheaper than a
postcard, it would transform every home, empower every Indian, remove every
obstacle to opportunity and growth, and tear apart every barrier that divides
Indian society. He was convinced that infocom could energise enterprises,
drive governance, and render learning an interesting experience, apart from
making life exciting.
Keeping his conviction as our credo, Reliance Communications is committed to
transform Dhirubhai’s dream into a reality.
Sh. Dhirubhai Ambani DreamThink big. Think different. Think ahead
Dhirubhai preached — and personally practiced — one mantra throughout his
life: Dream with conviction.
He built the Reliance empire from scratch and, in a short span of 25 years,
catapulted it to become on of the top Fortune 500 corporations of the world —
an achievement unparalleled in history.
He was deeply rooted in traditional Indian values, yet Dhirubhai possessed the
outlook of a modern man — truly a person of the 21st century. His corporate
philosophy was short, simple and incredibly effective: “Think big. Think
different. Think fast. Think ahead. Aim for the best.” This clearly reflected in his
passion for mega-sized projects, as well as his fascination for cutting–edge
technology and desire to always achieve the highest possible productivity. At
Reliance, Dhirubhai was a pillar of inspiration for one and all. By practicing
what he preached, he inspired and encouraged everyone to surpass the best in
the world.
Dhirubhai fully realised that true empowerment of the people is possible only
through education. Being an effective communicator, he continued to inspire,
guide, educate and motivate everyone through his communications. He was a
firm believer in the power of information and communication, and how it can be
utilised and turned to the advantage of one and all, by making time and
distance irrelevant.
He would always say that if a telephone call could be made cheaper than a
postcard, it would transform every home, empower every Indian, remove every
obstacle to opportunity and growth, and tear apart every barrier that divides
Indian society. He was convinced that infocomm could energise enterprises,
drive governance, and render learning an interesting experience, apart from
making life exciting.
True to his conviction, Reliance Communications is committed to transform
Dhirubhai’s dream into a reality.
Vision
“We will leverage our strengths to execute complex global-scale projects to
facilitate leading-edge information and communication services affordable to all
individual consumers and businesses in India.
We will offer unparalleled value to create customer delight and enhance
business productivity.
We will also generate value for our capabilities beyond Indian borders and
enable millions of India's knowledge workers to deliver their services globally.”
CHAIRMAN’S PROFILE
Anil D. Ambani
Regarded as one of the foremost corporate leaders of contemporary
India, Anil Dhirubhai Ambani is the Chairman of all the listed Group companies
– Reliance Communications, Reliance Capital, Reliance Energy and Reliance
Natural Resources Ltd.
He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of
Information and Communication Technology, Gandhi Nagar, Gujarat.
Till recently, he also held the post of Vice Chairman and Managing Director of
Reliance Industries Limited (RIL), India’s largest private sector enterprise.
Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was
centrally involved in every aspect of the company’s management over the next
22 years.
He is credited with having pioneered a number of path-breaking financial
innovations in the Indian capital markets. He spearheaded the country’s first
forays into the overseas capital markets with international public offerings of
global depositary receipts, convertibles and bonds. Starting in 1991, he
directed Reliance Industries in its efforts to rise over US$ 2 billion. He also
steered the 100-year Yankee bond issue for the company in January 1997.
He is a member of:
Wharton Board of Overseers, the Wharton School, USA.
Central Advisory Committee, Central Electricity Regulatory Commission.
Board of Governors, Indian Institute of Management, Ahmadabad.
Board of Governors Indian Institute of Technology, Kanpur.
In June 2004, he was elected for a six-year term as an independent member of
the Rajya Sabha, Upper House of India’s Parliament a position he chose to
resign voluntarily on March 25, 2006.
Awards and Achievements:
Conferred the ‘CEO of the Year 2004’ in the Platts Global Energy
Awards.
Rated as one of ‘India’s Most Admired CEOs’ for the sixth consecutive
year in the Business Barons – TNS Mode opinion poll, 2004
Conferred ‘The Entrepreneur of the Decade Award’ by the Bombay
Management Association, October 2002
Awarded the First Wharton Indian Alumni Award by the Wharton India
Economic Forum (WIEF) in recognition of his contribution to the
establishment of Reliance as a global leader in many of its business
areas, December 2001
Selected by Asia week magazine for its list of ‘Leaders of the Millennium
in Business and Finance’ and was introduced as the only ‘new hero’ in
Business and Finance from India, June 1999.
CAREERS
An exciting future at Reliance Communications
Our service is based on a very simple principle: provide the world's best
customer experience.
This we achieve through a winning combination of global competencies,
pioneering technology and state-of-the-art customer-centric systems and
processes.
Our mission of changing lives across India meant that we needed to have a
nationwide presence — something we achieved in a relatively short span of
time. Our dream of helping people create, transfer and apply knowledge
challenged us to bring together contemporary communication technology from
across the world.
Now our operations are spread across 673 cities and span a host of various
kinds of services. Our business is organised around the following categories:
wireless, wire line, wholesale, the Reliance World/Reliance Communications
outlets and village telephony. The work is executed through different work
centres like Engineering, Internet data centres, Billing and Collection centres,
Systems and Application centres in ERP, CRM, OSS billing, revenue
assurance and functions like Commercial, Finance, HR and IT. We manage
this integrated diversity by leading with trust. What differentiates us and fuels
our growth is leadership.
The following attributes define future leadership at Reliance Communications:
Customer centricity.
Initiative and an attitude of ownership.
Passion for excellence and an ability to energise.
Problem solving and an innovative "can do" mindset.
Entrepreneurship and stretch.
Today Reliance Communications offers challenging assignments and career
opportunities to engineers, MBAs, Telecom network and IT specialists, profit
centre heads as well as young professionals.
Locate Us
Whom To Contact
Reliance Web World
Reliance web world is a nationwide chain of retail stores offering digital
entertainment and communication, apart from being one-stop-shop for
reliance infocomm products and services. Each store is divided into
modules - the customer convenience centre, the Broadband centre
(BBC) and, in some outlets, a gourmet coffee bar - java green.
Present at over 240 locations in over 100 cities across the country,
reliance web world offers a wide array of services like broadband
surfing, multiplayer online gaming, video conferencing, digital electronic
news gathering, digital services, e-learning, virtual office & more,
besides offering reliance phones, accessories and related services.
Reliance Web World Express
Reliance 'web world expresses' are Kanpur city retail and customer
service outlets in the neighborhood of our customers. Reliance 'India
mobile' and reliance 'India phone' products are showcased and retailed
at reliance 'web world express'.
Pan India Network and Town Coverage.
80,000 kms of optic fiber backbone.
Wireless network covering over 2,400 cities/towns, to expand to over
5,700 cities and 4, 00,000 villages by December.
4,300 base transceiver stations (btss) across the country, to increase to
around 8,500 by December.
Network with superior reliability
All this managed from our state-of-the-art national network operations
centre in Mumbai.
Contact Details
We are reachable anywhere, anytime.
Customer Service:
Whether you are a customer, a prospective partner, or just a curious citizen, we
are here to answer your questions. You can access our customer care call
centre 24 hours a day, 7 days a week, from anywhere in India
Customer service form: Fill in the form online and submit.
E-mail: [email protected]
Customer Service - Reliance Mobile or Reliance Hello (FWP/ FWT only):
For Postpaid: Dial * 222 from your Reliance Phone or 30333333 from any
other phone.
For Prepaid: Dial *333 from your Reliance Phone or 30333333 from any other phone.
Dial *369 from your Reliance Phone for access to Admin menu (For checking
the account balance, Recharge and Language change option).
Dial *225 (SMS option for retrieving account balance and STV validity) or SMS
'BAL' to 53670.
Dial *367 (Express account balance).
Customer Service - Reliance Landline / Broadband:For assistance / information regarding Reliance Broadband & Voice services
call 30337777 or 1800 3000 7777 (Toll Free) or dial *377 from your Reliance
landline phone.
You can also E-mail us at [email protected]
To avoid unwanted telemarketing calls, please register your telephone number
in NDNC registry. Call 1909 or Reliance Customer Care on 30337777 or 1800
3000 7777 (Toll Free) or dial *377 from your Reliance landline phone
Address: Reliance Communications Limited
Dhirubhai Ambani Knowledge City
Navi Mumbai 400709, India.
Tel No. : 3037 3333
NETWORKS.No Name of States
1 Andhra Pradesh
2 Bihar & Jharkhand
3 Chennai
4 Delhi
5 Gujarat
6 Haryana
7 Himachal Pradesh
8 Karnataka
9 Kolkatta
10 Kerala
11 Madhya Pradesh
12 Maharashtra & Goa
13 Mumbai
14 Orissa
15 Punjab
16 Rajasthan
17 Tamilnadu
18 Uttar Pradesh (East)
19 Uttar Pradesh (West)
20 West Bengal / Sikkim
S.No Union Territories
1 Chandigarh
2 Pondicherry
CONCEPT OF PREPAID & POSTPAID PLANS
Load it, forget it!
Take a look at our wide choice of prepaid plans with the most economical tariff
rates. Whatever your use pattern and your budget, we have just the plan to suit
your needs.
TariffChoose from the simple and attractive range of tariff plans that suits your
needs.
Jaadu Pack
Jaadu packs offer attractive calling rates for Local, STD & as well as while
Roaming. It reduces calling rate significantly from base tariff
Unlimited Calling
No more tension of call rates. Recharge with any of the voucher of unlimited
on-net plan and enjoy Free calling throughout the day to local Reliance Mobile.
Top – Up Cards
Now you can recharge your prepaid with any amount, from Rs.10 to Rs.10,000.
So don't let your budget stop you. Choose a recharge value that suits you and
stay mobile.
Life Time Validity
Enjoy Lifetime validity on your Reliance Pre-paid Mobile and stay connected.
SMS Top up Cards
For person to person SMS, enjoy the SMS Topup cards. Its for people who love
to send SMS.
E – Recharge
Recharge your prepaid mobile by visiting any Reliance World or a Retailer
offering e-charge facility. And forget about scratching the paper vouchers.
How to Sign On
Whatever be your usage pattern and your budget, we have the plan for you.
Online Recharge
Now recharge your Reliance Mobile prepaid account online. No longer need to
rush to the nearest Reliance World or your retailer every time you run out of
your prepaid account balance.
5.1 Tariff
The Power of Prepaid
Discover the power of prepaid. No more headaches of paying monthly rents, or
the shock of running up huge bills. Our prepaid plans are specifically designed
to suit each and every budget. We offer a wide choice of plans with economical
tariff rates. Just click on your circle to find out:
Basic Plan: Tariffs
All Local Calls Rs.1.00
All STD Calls Rs. 1.50
Roaming
All Incoming & Local Outgoing calls Rs.1.00
All STD Outgoing calls Rs.1.50
International Call Rates
Countries/RegionOne Nation Plans
All other Plans
USA, Canada, Fixed lines in Europe,
Australia, New Zealand
Rs.6.00 per
min.
Rs.6.40 per
min.
Mobile phones in Europe, Bangladesh,
Bhutan, Maldives, Gulf, Middle East, UAE,
Africa, Rest of World
Rs.8.00 per
min.
Rs. 9.19 per
min.
Cook Island, Cuba, Diego Garcia, Guinea
Bissau, Nauru, Norfolk Island, Sao Tome,
Sakhalin, Solomon Island, Tokelau, Tuvalu,
Vanuatu
Rs.40.00 per
min.
Rs. 40.00 per
min
Satellite calls to inmost region (00870) - call rate at Rs.5.83/second
National Roaming
All Incoming & Local Outgoing calls Rs.1.00
All STD Outgoing calls Rs.1.50
SMS – Local Rs.1.00
Application Rs.3.00
National Rs.2.00
International Rs.5.00
One India provides unique flexibility in validity and tariff
SMS 51234Get tips on lifestyle, sports, news cricket scores, entertainment and a whole lot
more. Just SMS 51234.
Reliance Mobile WorldExperience movie clips, music, TV news channels, live cricket updates and
more only on R World just at the press of a button. (Available on select
handsets)
Reliance Net connectGet connected to the Internet instantly and experience high speed access of up
to 144 Kbps, even while you're on the move. With RIM Prepaid's revolutionary
Reliance Net connect
Value – added services at the best rates Voicemail retrieval will be charged at local call rates to RM i.e. 99 paise
per minute.
Reliance Net connects has no rental, Just usage charge.
More coverage. More clarity. More affordable.
A 80,000 km seamless, pan-India fibre optic backbone ensures a
congestion free network and almost zero call drops, in addition to
superior voice clarity in every corner of the country.
GO MOBILE WITH RELIANCE MOBILE PREPAID'S UNBEATABLE OFFER
For further details contact any of our Reliance Worlds / Authorized Retail
Centers. Independent Sales Agents or call 30336969
Conditions Apply. Incoming calls are free in home circle only and not while
Roaming. Reliance Communications Limited reserves the right to withdraw and
or alter any of the terms and conditions of this offer at any time without prior
notice this brochure contains information for the Guidance of customers without
creation of liability. Marketed by Reliance Communications Infrastructure
Limited Internet services provided by Reliance Communications Infrastructure
Limited.
5.2 Prepaid Jaadu PackJaadu packs offer attractive calling rates for Local, STD & as well as while
Roaming. It reduces calling rate significantly from base tariff.
Benefit MRP
All calls @ Rs.1
Reduces Local call rates upto 30% Rs.49
Reduces Local call rates upto 50%. All STD & Roaming Calls
@ Rs.1
Rs.79
Reduces Local call rates upto 30%. All STD & Roaming Calls
@ Rs.1 + Get Talktime
Rs.98
Unlimited calling to any Local Reliance Mobile Rs.195
Unlimited calling to any Reliance Mobile anywhere in India Rs.799
The free usage in Rs 195 Jaadu Pack is subject to a fair cap of 1,000 minutes
SMS JAADU <MRP> to 53739 to avail the benefit. (ex. SMS JAADU49 and
send it to 53739)
JAADU Pack Rs. 49 offers All Local calls @ Rs. 0.49 in Mumbai &
Maharashtra circles.
JAADU Pack Rs. 98 is available in All circles except Bihar. In Bihar
same tariff is available on JAADU Rs.99.
The power of UnlimitedNo more tension of call rates.
Recharge with any of the voucher of unlimited on-net plan and enjoy Free calling
throughout the day to local Reliance Mobile
All India
MRP Rs. 799 Rs. 195 Rs.
98Rs. 49 Rs. 79 Rs. 35
Benefit available for(Days) 30 30 30 30 30 30
Local
Reliance Mobile Free1000
minutes free
Rs. 0.33
Rs. 0.33
Rs.0.50 Rs.1.00Reliance Fixed Rs. 0.99 Rs. 0.99Other Mobile Rs.
0.49Rs. 0.49Other Fixed
STD
Reliance Mobile Free
Rs. 1.50 Rs. 0.99
Rs. 1.50
Rs. 1.00
Rs. 1.00
Reliance FixedRs. 1.50Other Mobile
Other Fixed
Roaming
All Incoming & Local Outgoing calls
Rs. 1.00
All STD Outgoing calls
Rs. 1.50 Rs. 1.50 Rs.
1.00Rs. 1.50
Rs. 1.00
Rs. 1.50
Recharge Vouchers- Unlimited On-Net Plan
MRP Rs. 399
Talk time Rs. 175.00
Validity(Days) 30
Tariff Unlimited On-Net Plan
Local calls to Reliance Mobile Free
Local calls to All Other Rs. 0.49
STD calls to All other Rs. 1.50
5.3 Prepaid SMS Top - up card
SMS your Top Up
SMS Card
All India
MRP Rs.10.00 Validity (Days) 30Local SMS Included 30
All other SMS will be charged as per regular sms tariff.
Please Note:-
Regular SMS charges will be applicable while on Roaming.
The card is valid only when the Reliance Mobile Prepaid account is
active and has a talk time balance.
The top-up card can be used for person-to-person SMS for personal use
and not for any commercial use.
Special Tariff Voucher- Unlimited On-Net PlanMRP Rs. 195
Benefit available for (days) 30Tariff Unlimited On-Net Plan
Local calls to Reliance Mobile FreeLocal calls to All Other Rs. 0.99
STD calls to Reliance Mobile Rs. 1.50STD calls to All other Rs. 1.50
Discounted SMS pack / Free or promotional SMS part of special
promotions/products will not be applicable on SMS Special Days.
5.4 Prepaid E - Recharge
E-recharge on any Budget-:
Now you can recharge your prepaid with any amount, from Rs.10 to
Rs.10, 000. So don't let your budget stop you.
Choose a recharge value that suits you and stay mobile. Get full talk
time on all top ups.
5.5 Prepaid How to sign on
Subscribe now, keep talking
Now set you free with the new Reliance Mobile. Choose from our wide range of
handsets and then choose a SIM of just Rs 99 to get connected or Rs 299 SIM
to stay connected for lifetime.
Now set yourself free with the new Reliance Mobile. Choose from our wide
range of handsets and then choose a SIM of just Rs 99 to get connected or Rs
299 SIM to stay connected for lifetime.
Step 1: Fill up a Prepaid Customer Application formTo get a Reliance Prepaid connection; you need to submit a Customer
Application Form. You can get the form at nearest Reliance Outlet.
Step 2: Get your documents readyIf you want to submit both of Identity & address proof at one go, then you can
submit any one from the list below:
Passport.
Arms License.
Driving License.
Photo Identity card having address.
Election Commission ID card.
Any Other document containing photograph includes
Central Government Health Scheme (CGHS/Ex-Servicemen
Contributory Health Scheme (ECHS)card
Certificate of Address having photo issued by MP/MLA/Group A Gazette
Officer in letter head.
Certificate of Address with photo from government recognized
educational institutions (For Students only).
Certificate of Address having photo, issued by village Panchayat head
(for rural areas).
If you want to submit separate document for identity and for address then the
options available are:
For Identity Income Tax PAN Card
Photo Credit Card.
For Address
Ration card
Water Bill (Not older than last months)
Telephone bill of fixed line (Not older than last 3 months)
Electricity Bill of state company(Not older than last 3 months)
Income Tax assessment order
Vehicle registration certificate
Note: All documents except a Ration Card and lease agreement must
be dated within the previous three months.
Step 3: Walk into a Reliance Mobile Store or Reliance World
Once you have all your documents ready, you need to submit them at
nearest Reliance Outlet.
Step 4: Choose your tariff plan. Whatever be your usage pattern and your budget, we have just the plan
to suit your needs.
5.6 Prepaid Online Recharge
It's easy to e-charge-:
Now you no longer need to rush to the nearest Reliance World or your retailer
every time you run out of your prepaid account balance. Recharge your
Reliance Mobile prepaid account online, by clicking on any one of the links
below-:
HDFC Bank Customers
ICICI Bank Customers
IDBI Bank Customers
UTI Bank Customers
Citi Bank Customers
ITZ Cash Card Customers.
ROAMING
Reliance India Mobile offers you an excellent coverage in and outside India:
Value Roaming: Stop Costly Roaming. Start Value Roaming
Reliance World Roaming: Now roam across 200 countries and 350 GSM and CDMA networks with your
Reliance number.
Value Roaming
Value Roaming lets you roam the length and breadth of India, at unbelievably
low rates.
As part of the Launch offer, you enjoy:
Zero Roaming Rent
Zero Roaming Deposit
Reliance Value Roaming lets you make and receive calls without any Roaming
airtime charges, send and receive SMS,retrieve Voicemails from anywhere
outside your home circle all at home tariff plan rates at a nominal monthly rental
of Rs.25. You can roam with a single number on a single network across India.
What’s more, you can experience the same 24-hour Customer Care Service
with a single toll-free number, from anywhere in the country. In short, you can
save substantially on your Roaming bill.
Reliance Value Roaming lets you roam across 1101 towns within the following Telecom Circles:
Andhra Pradesh, Bihar (including Jharkhand), Delhi NCR, Gujarat, Haryana,
Himachal Pradesh, Karnataka, Kerala, Madhya Pradesh (including
Chhattisgarh), Maharashtra and Goa, Mumbai, Orissa, Punjab, Rajasthan,
Tamil Nadu, Chennai, West Bengal, Kolkata, UP-East and UP-West (Including
Uttaranchal).
Stop Costly Roaming. Start Value Roaming
Value Roaming Coverage Areas.
S.No Circle Service Area
1 Andhra
Pradesh
Entire State.
2 Bihar Bihar & Jharkhand.
3 DelhiLocal areas served by Delhi, Ghaziabad, Faridabad,
Noida & Gurgaon
4 GujaratGujarat (including Union Territory of Daman and
Diu.Silvassa (Dadra and Nagar Haveli)).
5 HaryanaEntire State (Not including: Local areas served by
Faridabad & Gurgaon Telephone Exchange).
6 Himachal
Pradesh
Entire State.
7 Karnataka Entire State.
8 Kerala Entire State plus the Union Territory of Lakshwadeep
and Minicoy.
9 Madhya
Pradesh
Madhya Pradesh & Chhattisgarh
10 MaharashtraMaharashtra including Goa (Not including: Local
areas served by Mumbai, Navi Mumbai & Kalyan
Telephone Exchanges).
11 Mumbai Local areas served by Mumbai, Navi Mumbai &
Kalyan Telephone Exchanges
12 Orissa Entire State.
13 Punjab Entire State (including Union Territory of
Chandigarh).
14 Rajasthan Entire State.
15 Tamil NaduTamil Nadu including Union Territory of Pondicherry
(Not including: Local areas served by Chennai
Telephone District, Maraimalal. Minjur &
Mahabalipuram Telephone Exchanges).
16 ChennaiLocal area served by Chennai Telephone District,
Maraimalal Nagar Export Promotion Zone (MEPZ),
Minjur & Mahabalipuram Exchanges.
17 West BengalWest Bengal including State of Sikkim and Union
Territory of Andaman and Nicobar Islands(Not
including: Kolkata Metro Service Area).
18 Kolkata Kolkata Metro Service Area.
19 UP (East)Entire Area covered UP (E) including Boundary
Districts towards UP (W): Shahjahanpur,
Farrukabad, and Kanpur & Jalaun.
20 UP (WestEntire Area covered by UP (W) including Uttaranchal
and Boundary Districts towards UP(E): Pilibhit,
Bareilly, Dadaun, Etah, Mainpuri& Etawah (Not
including: Local areas served by Ghaziabad & Noida
Telephone Exchanges).
Reliance World Roaming
With Reliance World Roaming, you can roam across more than 200 countries
and 350 CDMA as well as GSM networks across the world. Avail the
advantage of lowest World Roaming call rates while you roam on our CDMA
and GSM partner networks.
You can now:
Stay connected with your loved ones on a single number the world over.
Make and receive Calls and SMS and even access your voice mail while
you roam.
Receive a single consolidated bill for international and domestic usage in
Indian Rupees.
You can roam on our CDMA partner networks with your Reliance India mobile
CDMA handset.
For roaming on our GSM partner networks, just insert the World roaming SIM
card provided by us in to a suitable GSM handset and enjoy roaming.
So, whenever nostalgia sets in, remember you’re just a phone call away.
Facilities Available while roaming:
Make and Receive voice calls
Send and Receive SMS Access your Voice Mail
How can you subscribe:
To subscribe for World roaming, please visit the nearest Web world/ Web world
Express and submit the subscription form duly filled in along with the security
deposit.
Subscription Charges:
Security Deposit (Rs.) 4000/-*
Monthly Rental (Rs.) 150/-
The deposit mentioned above is a standard deposit, however based on the
discretion of RIC Credit services, additional deposit may be applicable.
Activation of World Roaming:
To use World Roaming facility you need to have ISD service activated on your
phone.
Activation of World Roaming on CDMA handset:
Step 1: Register for the service at any Web World or Web World Express by
filling a World Roaming subscription for you will receive an SMS confirming
your registration to the service.
Step 2: Send SMS with text ‘PRL’ to 3733 from your Reliance India Mobile.
You will then receive a Message Prompting you to dial *228.
Step 3: Dial *228 and follow the instructions of the voice guide to download
PRL on your phone. You will receive second confirmation of successful
activation of World Roaming on your phone. You will then be ready to roam
CDMA networks.
Activation of World Roaming on GSM handset:
On subscription to World Roaming, you will be provided with an
activated Reliance World Roaming SIM card for roaming on GSM
networks.
All you need to do is to insert the World Roaming SIM provided with this
kit in a suitable GSM handset and you will be ready to roam on GSM
networks.
Using services in foreign networks:
In case they visited country has both CDMA and GSM partner networks, you
may use either your CDMA handset or a GSM handset with Reliance World
Roaming SIM in it. Please do not try to use both the phones simultaneously as
at any given time, only one of them will work.
Using CDMA phones while roaming:
Just switch off and switch on your CDMA handset and enjoy roaming on CDMA partner networks.
Dialing Plan while roaming on CDMA networksDialing within the Visited CountryTo Landline <National access Code> <area code> < Telephone number>
To Mobile <National access Code> <mobile number>Dialing outside the Visited country
To Landline <International Access Code> <country code> <area code> <telephone number>
To Mobile <International Access Code> <country code> <Mobile number>
For example, if you are calling from USA
To call a fixed line number in Mumbai please dial “011 91 22 (your home
phone number)”
To call mobile in Mumbai dial: “011 91 93xxxxxxxx”
International Access Codes may vary from country to country.
Using GSM phones while roaming
Switch off and then switch on the GSM handset to roam on GSM partner
networks. In case you are unable to make calls, follow the steps given below:
Power on the handset
Handset will log onto the GSM network.
In case handset does not register. Go to “International Roaming” Menu
& choose “Roam1”.
Phone will prompt SIM Card update Starts… Press “OK”.
Handset will register on the available network. This process will take few
minutes.
In case handset does not register. Go to “International Roaming” menu
& choose “Roam2”.
Phone will prompt SIM Card update Starts… Press “OK”.
Handset will register on available network. This process may take few
minutes.
Dialing Plan while Roaming on GSM networksDialing within the visited countryTo Landline + <Area code> < Telephone number>To Mobile + < Mobile number> Dialing outside the visited countryTo Landline +<Country code> <area code> <telephone number>To Mobile + <Country code> <Mobile number>
For example, while calling from any foreign country,
To call your fixed line number in Mumbai please dial “+ 91 22 <your home phone number>”
To call mobile in Mumbai dial: “+91 93xxxxxxxx”
Handset suitability in CDMA & GSM partner networks
For roaming on CDMA roaming partner networks you can use your Reliance India Mobile.
A few handsets may require a binary upgrade. In case your handset is one of
them, please visit the nearest service center & get your handset upgraded with
the latest binary version. It is important to note that PRL must be downloaded
on your Reliance India mobile only after your handset is upgraded with the
latest binary version.
For roaming on GSM partner networks, you need to insert the Reliance World
Roaming SIM in a suitable GSM handset.
For accessing 900/1800 MHz networks, you need to use a dual band
GSM handset.
For accessing 1900 MHz networks, you need to use a Tri-band handset.
For accessing 850 MHz networks, you need to use a Quad band
handset.
For accessing satellite networks you need to use Satellite mobile e.g.
Ericsson R190 handset.
World Roaming Tariff:
World Roaming with Reliance India Mobile gives most economical world
roaming facility across the World.
Activation of World Roaming:
To use World Roaming facility you need to have ISD service activated
on your phone.
Subscription Charges:
Security Deposit (Rs.) 4000/- *
Monthly Rental (Rs.) 150/-
Activation of World Roaming on CDMA handset:
Step 1: Register for the service at any Web World or Web World
Express by filling a World Roaming subscription form. You will receive
an SMS confirming your registration to the service.
Step 2: Send a SMS with text ‘PRL’ to 3733 from your Reliance Mobile.
You will then receive a message prompting you to dial *228.
Step 3: Dial *228 and follow the instructions of the voice guide to
download PRL on your phone. You will receive a second confirmation of
successful activation of World Roaming on your phone. You will then be
ready to roam on CDMA networks.
Activation of World Roaming on GSM handset:
On subscription to World Roaming, you will be provided with an
activated Reliance World Roaming SIM card for roaming on GSM
networks.
All you need to do is to insert the World Roaming SIM provided with this
kit in a suitable GSM handset and you will be ready to roam on GSM
networks.
Using services in foreign networks:
In case they visited country has both CDMA and GSM partner networks, you
may use either your CDMA handset or a GSM handset with Reliance World
Roaming SIM in it. Please do not try to use both the phones simultaneously as
at any given time, only one of them will work.
Using CDMA phones while roaming:
Just switch off and switch on your CDMA handset and enjoy roaming on CDMA partner networks.
Dialing Plan while roaming on CDMA networksDialing within the Visited CountryTo Landline <National access Code> <area code> < Telephone number> To Mobile <National access Code> <mobile number>Dialing outside the Visited country
To Landline <International Access Code> <country code> <area code> <telephone number>
To Mobile <International Access Code> <country code> <Mobile number>
For example, if you are calling from USA
To call a fixed line number in Mumbai please dial “011 91 22 (your home
phone number)”
To call mobile in Mumbai dial: “011 91 93xxxxxxxx”
International Access Codes may vary from country to country.
Using GSM phones while roaming
Switch off and then switch on the GSM handset to roam on GSM partner
networks. In case you are unable to make calls, follow the steps given below:
Power on the handset
Handset will log onto the GSM network. In case handset does not register. Go to “International Roaming” Menu
& choose “Roam1”.
Phone will prompt SIM Card update Starts… Press “OK”. Handset will register on the available network. This process will take few
minutes.
In case handset does not register. Go to “International Roaming” menu
& choose “Roam2”.
Phone will prompt SIM Card update Starts… Press “OK”. Handset will register on available network. This process may take few
minutes.
Dialing Plan while Roaming on GSM networksDialing within the visited countryTo Landline + <Area code> < Telephone number>To Mobile + < Mobile number> Dialing outside the visited countryTo Landline +<Country code> <area code> <telephone number>To Mobile + <Country code> <Mobile number>
For example, while calling from any foreign country,
To call your fixed line number in Mumbai please dial “+ 91 22 <your home phone number>”
To call mobile in Mumbai dial: “+91 93xxxxxxxx”
Handset suitability in CDMA & GSM partner networks
For roaming on CDMA roaming partner networks you can use your Reliance
India Mobile. A few handsets may require a binary upgrade. In case your
handset is one of them, please visit the nearest service center & get your
handset upgraded with the latest binary version. It is important to note that PRL
must be downloaded on your Reliance India mobile only after your handset is
upgraded with the latest binary version. For roaming on GSM partner networks,
you need to insert the Reliance World Roaming SIM in a suitable GSM
handset.
For accessing 900/1800 MHz networks, you need to use a dual band
GSM handset.
For accessing 1900 MHz networks, you need to use a Tri-band handset. For accessing 850 MHz networks, you need to use a Quad band
handset.
For accessing satellite networks you need to use Satellite mobile e.g.
Ericsson R190 handset.
World Roaming Tariff:
World Roaming with Reliance India Mobile gives most economical world
roaming facility across the World.
Activation of World Roaming:
To use World Roaming facility you need to have ISD service activated on your
phone.
Subscription Charges:
Security Deposit (Rs.) 4000/- *
Monthly Rental (Rs.) 150/-
Activation of World Roaming on CDMA handset:
Step 1: Register for the service at any Web World or Web World
Express by filling a World Roaming subscription form. You will receive
an SMS confirming your registration to the service.
Step 2: Send a SMS with text ‘PRL’ to 3733 from your Reliance Mobile.
You will then receive a message prompting you to dial *228.
Step 3: Dial *228 and follow the instructions of the voice guide to
download PRL on your phone. You will receive a second confirmation of
successful activation of World Roaming on your phone. You will then be
ready to roam on CDMA networks
.
Activation of World Roaming on GSM handset:
If you are a World Roaming subscriber, you will be provided with an
activated Reliance World Roaming SIM card for roaming on GSM
networks.
All you need to do is to insert the World Roaming SIM provided with this
kit in a suitable GSM handset and you will be ready to roam on GSM
networks.
To reach us while you roam
In case you need to contact us while you are abroad, you can call our 24 hour
customer care on “91 22 30333535”. This call will attract international long
distance call charges. You can also e-mail us at Customer
[email protected] with your queries. In case your handset or World
Roaming SIM is lost while roaming, please inform us immediately.
Before you leave India
Ensure that World Roaming is activated on your phone
Download latest PRL in the handset every time before you leave Deactivate call forwards on your handset Ensure that your frequently used numbers are stored in your phone book
in the international dialing pattern
Carry Reliance World Roaming SIM and a GSM handset for using
roaming on GSM partner networks
Ensure that your handset is suitable for roaming on the partner networks
in visiting country
Carry phone charger, travel adapter and your welcome kit with you.
Deactivation of World Roaming Service
If you wish to use World Roaming in the future, we recommend a temporarily
disconnection, wherein you will not be charged any monthly rental from the
date of disconnection. You can temporarily deactivate the service by calling
Customer Care at *333. You can later reactivate the service by calling
Customer Care again. For permanent disconnection, visit any of our Web
World or Web World Express & return the Reliance World Roaming SIM. The
security deposit collected against World roaming service will be credited back
to your account on permanent disconnection of the service.
Note:
1. While roaming, you will not be able to Use Star code features like *333, *4120 etc,
Use Data R Connect and R World
2. On returning to India, just switch off and switch on your CDMA handset and
use it like before.
3. Reliance World Roaming SIM does not work in India.
CALLING CARDS
1. Reliance World Card
The world is just a call away. With the Reliance World Card you can make ISD
calls from any Reliance phone, be it postpaid (Reliance India Mobile/Fixed
Wireless phone) or RIM prepaid even without a Pre-activated ISD facility! The
Reliance World Card also gives you exceptional voice clarity and superior
calling experience, all at exceptionally attractive rates.
Wide range of Denominations
A Wide range of denominations to choose from Rs.115, Rs.225, Rs.575,
Rs.1130.
No security depositsYou can make ISD-calls from any Reliance phone, even from those without ISD
facility.
No hidden costs No additional monthly rental. No administration fee.
Complete control over ISD usage i) No bills shocks - Budget your ISD usage as per your requirement.
ii) Get online information on your account balance in rupees and minutes
before every call.
Complete convenience
i) Recharge with your World Card PIN just once. No need to re-enter it every
time you make a call.
ii) 24x7, all-India, toll free, single customer service number.
iii) Carry forward unused talk time if you recharge within the grace period.
RELIANCE POSTPAID PLANS
RELIANCE GSM - CUSTOMER ORIENTATION
It became very, very customer oriented and it flows over into everything I do,
but the definition of customer orientation is important. Many people like to
quote the old saw “the customer is always right”. Most of the time, I believe
that.
The customer is always right when they believe they are right. They may be
dead wrong. But if by their understanding of the situation they believe they are
right, then you need to acknowledge their belief. Only after you have honored
that belief and acknowledged that it can you begin to present a different way of
looking at the situation. That takes time and effort. Seldom is it worth skipping
that process.
The customer is not right if they are playing you for a sucker. First job I had out
of the Army was selling truck mounted concrete mixers. You ran into an
interesting cross section of people. One day our VP of Sales went out to
Detroit and fired a customer. This client had always been a pain in the neck.
One day Jack decided to quantify exactly how much the pain was. It turned out
that the client drove a very hard bargain and demanded premium service. His
warranty claims were excessive. This client was the only one the company
ever lost money on and it was a good deal of money. On top of it all his
employees were abusive to our people.
Reliance Mobile GSM Service has begun the commercial roll-out of its postpaid
services in Mumbai.Reliance Mobile has launched its GSM postpaid services
with a plan of Rs. 375. The company has bundled various value benefits as
part of its effort to target postpaid high ARPU customers. In line with its value
proposition, Reliance Mobile is offering 750 free local minutes as part of this
plan during the postpaid roll-out. The company is also offering tariff benefits to
its new postpaid subscribers by offering a flat local call rate of 50 paise/minute
to any network as well as fixed line phone. The company is also offering a flat
STD call rate of Rs. 1 to any network across India.
Currently, the company is rolling out two SMS packs. For light SMS users, the
company is offering free 100 local and national SMS bundle at a monthly
charge of Rs. 25. For mega SMS users, Reliance Mobile is offering free 1000
local and national SMS bundle for a monthly charge of Rs. 60. For low-usage
subscribers, Reliance Mobile is offering Rs. 199 plan as part of its GSM
postpaid launch in Mumbai. The company has bundled a local usage discount
of Rs. 150 with this plan.
Recently, Reliance Mobile became the first company in the world to add over
11 million new subscribers in a span of three months. The company added
these subscribers post the launch of its GSM services in India. With an addition
of 3 million new subscribers during March 2009, Reliance has added the
highest number of new subscribers in the industry for the third consecutive
month.
Reliance Infocomm was started in 1999 by the Dhirubhai Ambani group of
companies with a mission of capturing a share of the Indian Telecom market. A
leading integrated telecommunications company with over 54 million
customers, Reliance Infocomm is presently operating in over 8 circles with
plans to launch in the other circles as well. With a large number of CDMA
subscribers, Reliance Infocomm has a pan India, high capacity, integrated
(wireless and wireline) and convergent network having voice, data and digital
video capacity. The network is designed to offer services which would cover the
entire Infocomm value chain i.e. infrastructure, services for enterprises and
individuals, applications and consulting.
Reliance with its unmatched services covers the complete range of telecom
services, including mobile and fixed line telephony, broadband, national and
international long distance services, data services and a vast range of value
added services and applications.
Reliance communication launches new prepaid and postpaid tariff: Simply Reliance Plan
kanpur city : Reliance communication has come up with a new plan in the
Indian market which would be recognized as a Simply Reliance Plan for its
CDMA and GSM networks both prepaid and postpaid customers.
As per this plan the users would only have to pay 50 paise per min call rate
across India.
This single reliance plan would be useful on local calls, STD calls, any mobile
calling either GSM or CDMA, landlines, all local and STD Sms, no monthly
recharge.
This service can easily be started on the prepaid connections via one time tariff
of Rs 48 while the postpaid users will pay about Rs 99.
RELIANCE POSTPAID BILL
The various options to pay the Reliance Postpaid Bill will be convenient and
easy. It include:
Pay your bill through online.
Pay automatically through standing instructions.
Pay your bill by net banking.
Pay your bill through Reliance Mobile World.
Pay your bill online:
Now the registered users can view the bills electronically and make their
payments through specified bank accounts and they can store and archive their
bills.
Pay automatically through standing instructions:
You need to set up the Standing Instructions on your Bank Account or Credit
Card to pay the Reliance Postpaid bill. Then register for the service by filling up
the Auto Pay registration form which is available in any Reliance World or
Reliance Communications Outlet. After that your service will be activated within
two weeks and you will receive the SMS with the date on which your service
has been activated. Each month your bill will be paid automatically with the
help of your bank account / credit card account.
Pay your bill by net banking:
Bills through service providers like www.billdesk.com or www.billjunction.com.
Even you can pay through online with the utility bill payment services of any
partner bank. Now the registered users will receive an email alerts for new
Reliance Postpaid bill. They can even see bills electronically and make their
payments through specified bank accounts.
Pay your bill through Reliance Mobile World:
You can even get a PIN from Reliance Mobile World and pay your bill through
Visa or MasterCard or by Internet banking through your HDFC Bank, ICICI
Bank or State Bank of India account.
FEATURES:
You can access online anytime, anywhere. You will receive your bills
online and you can make payments during 24x7x365.
You can use your existing bank accounts to make payments (specified
banks only).
You can store your bills, maintain a record of your payments.
Reliance postpaid
Reliance Communications is the flagship company of the Anil Dhirubhai
Ambani Group (ADAG) of companies. Listed on the National Stock Exchange
and the Bombay Stock Exchange, it is India’s leading integrated
telecommunication company with over 85 million customers. A 80,000 km
seamless, pan-India fibre optic backbone ensures a congestion free network
and almost zero call drops, in addition to superior voice clarity in every corner
of the country.
Reliance Mobile postpaid plans are 'designed to fit’ calling needs. If you are
looking for some great tariffs, we are sure to have one appropriate for you. You
can choose your plan from a variety of affordable tariff plans.
• NJ249
• SP 199
• NJ 299 New(WB)
• NJP124
• SP 149
• NJM 199
• SP 199 New
• NJ149New
• NJR 300
• NJR 299 Metro(CUG)
• NJ 299 M
• NJ 199K • NJD 249
• NJ 750 Plan
• R Dream299M
• NJ395 ZR
• NJR 199
• NJA 275
• NJ 174 KL
• NJ 199 KL
• NJ 249k
• NJ 249T
• NJ 99T
• NJ 349K
• NJM 225 • NJ 400
• 1199 ADV Rental
• NJ 250 RJ
• Super 199 Group
• Super 199 Local
• Super 199 STD
• NJ 449
• NJP 99
• NJP 199
• NJ 399 Night Speak
• NJ 125
• NJ 250K
• The above Plans include CLIP and service tax of 10.30%.
• Intra-circle On-net 52 per cent, GSM 17 per cent, Fixed 10 per cent
• Inter-circle On-net 6 per cent, GSM 10 per cent, Fixed 5 per cent.
RELIANCE POSTPAID TARIFF
Reliance Communications is the flagship company of the Anil Dhirubhai
Ambani Group (ADAG) of companies. Listed on the National Stock Exchange
and the Bombay Stock Exchange, it is India’s leading integrated
telecommunication company with over 85 million customers.
A 80,000 km seamless, pan-India fiber optic backbone ensures a congestion
free network and almost zero call drops, in addition to superior voice clarity in
every corner of the country.
Tariff plans at a glance
• For the first time, STD calls between state capitals at just Rs.1.20 for 3
minutes with the Hello Capital Plan. Ahmadabad, Bangalore, Bhopal,
Bhubaneswar, Chandigarh, Chennai, Delhi, Dehradun, Panjim,
Hyderabad, Jaipur, Kolkata, Lucknow, Mumbai, Patna, Kanpur, Shimla,
Thiruvananthapuram, Gangtok and Port Blair.
• Save 83% on calls across state capitals with Reliance Hello
• Scheme applicable on all Existing Reliance Hello postpaid plans &
Prepaid recharge cards, except on 795 recharge card. *Local calling @
Rs. 1.20/3 mins is applicable only on calls between Reliance Hello
phones having “32” no. series, across the mentioned cities.
'LOCAL CALLING PLANS'
• Hello 150 Plan
• New Local 299 Plan
• Hello 500 Plan
RELIANCE POSTPAID CARD
In order to get a reliance post paid card you should fill up a form and give to the
dealer or in the shop and obtain the card.
Steps To buy a Reliance Postpaid card:
Get a form from the dealer or in the shop. Fill the form.
You will be asked to provide a passport sized photo and you should self
- attest the photo copy.
Then, there is a necessity to provide an identity proof and an address
proof copy with self – attestation. You can provide a passport copy or a
driving license copy or your college or school or office identity card
copy or a PAN card copy or any bank accounts copy or a ration card
copy or any other lease agreement document copy as an identity proof
and an address proof.
They will activate your number in two hours. When the form and the
identity and address proofs reach the head office, there will be a
verification of the submitted forms. The officers may come to your
house or work place or whatever addresses you have given and check
in with the provided details. Only if the details given are true you can
continue using your SIM card. Sometimes, you will be asked to re –
submit the address and the identity proofs. But this is in some rare
cases.
You are supposed to pay the bill on a monthly basis.
The various options to pay the Reliance Postpaid Card bill will be convenient
and easy. It includes the following options as listed below.
Pay your bill through online.
Pay automatically through standing instructions.
Pay your bill by net banking.
Pay your bill through Reliance Mobile World.
Reliance Postpaid Bill
The various options to pay the Reliance Postpaid Bill will be convenient and
easy. It include:
Pay your bill through online.
Pay automatically through standing instructions.
Pay your bill by net banking.
Pay your bill through Reliance Mobile World.
Pay your bill online:
To pay the Reliance postpaid bill online you can use the R-Bill Pay service and
you need to register with http://bill.reliancecommunications.co.in. Now the
registered users can view the bills electronically and make their payments
through specified bank accounts and they can store and archive their bills.
Pay automatically through standing instructions:
You need to set up the Standing Instructions on your Bank Account or Credit
Card to pay the Reliance Postpaid bill. Then register for the service by filling up
the Auto Pay registration form which is available in any Reliance World or
Reliance Communications Outlet. After that your service will be activated within
two weeks and you will receive the SMS with the date on which your service
has been activated. Each month your bill will be paid automatically with the
help of your bank account / credit card account.
Pay your bill by net banking:
You can pay your bills through service providers like www.billdesk.com or
www.billjunction.com. Even you can pay through online with the utility bill
payment services of any partner bank. Now the registered users will receive an
email alerts for new Reliance Postpaid bill. They can even see bills
electronically and make their payments through specified bank accounts.
Pay your bill through Reliance Mobile World:
You can even get a PIN from Reliance Mobile World and pay your bill through
Visa or MasterCard or by Internet banking through your HDFC Bank, ICICI
Bank or State Bank of India account.
FEATURES:
You can access online anytime, anywhere. You will receive your bills
online and you can make payments during 24x7x365.
You can use your existing bank accounts to make payments (specified
banks only).
You can store your bills, maintain a record of your payments.
Comparison of prepaid & postpaid plans
Reliance Mobile brings a special offers for all our esteemed customers to explore our next-generation congestion free network and unparalleled services to bring alive your conversations
Applicable for all existing subscribers
Simply Reliance Plan
MRP Rs.48
I/c Validity Lifetime*
Special Tariff for lifetime
All Local Calls 50p
All STD Calls 50p
National Roaming
All Local & STD Outgoing calls
50p
All Incoming calls 50p
International Call Rates :
Countries/Region
USA, Canada, Fixed lines in Europe, Australia,
New Zealand
Rs.6.40 per
min.
Mobile phones in Europe, Bangladesh, Bhutan,
Maldives, Gulf, Middle East, UAE, Africa, Rest of
World
Rs. 9.19
per min.
Cook Island, Cuba, Diego Garcia, Guinea
Bissau, Nauru, Norfolk Island, Sao Tome,
Sakhalin, Solomon Island, Tokelau, Tuvalu,
Vanuatu
Rs. 40.00
per min.
Satellite calls to Inmarsat region (00870) - call rate at
Rs.5.83/second
SMS# Local 50p
Application Rs.3
National 50p
International Rs.5
#SMS charges in national roaming are same as displayed
above
*To continue with the lifetime validity benefit, recharge with
minimum Rs.195 in every 6 months.
*For Assam and North East initial validity is for 90 days, on
minimum recharge of Rs.100 validity will be extended by
another 90 days
The Lifetime validity is upto the current license period of Dec
2015 or upto renewed license period.
CURRENT OFFERS
Applicable for all existing subscribers
Tariff Plan Simple99 Simple399
Monthly Fixed Charges
Monthly rental Plan fee 99 399
Service Tax - extra @
10.30%10.2 41.1
Min Monthly Commitment 109.2 440.1
CLIP Charges Nil Nil
Product Discount
Free talk time NARs 399 worth of all
Local Talktime
Free SMS
Rs 99 Local and
National SMS Free
(Excluding Roaming)
Rs 399 Local and
National SMS Free
(Excluding Roaming)
Other Rs. NA NA
Monthly variable Charges
Intra
Onnet 0.5 0.5
Off Net Reliance CDMA 0.5 0.5
Off Net Other Mobiles 0.5 0.5
Fixed 0.5 0.5
Inter
Onnet 0.5 0.5
GSM 0.5 0.5
Fixed 0.5 0.5
Special CUG Features -
Calls made within GroupNA (1) NA (1)
ISD
US, Canada, Europe (fixed
line), Australia, New
Zealand & South East Asia
6.4 6.4
Europe - mobile, SAARC,
Gulf, UAE, Middle East,
Africa, Rest of World
9.19 9.19
Oceania 40 40
SMS
Local 0.5 0.5
National 0.5 0.5
International 5 5
Roaming
Incoimg 0.5 0.5
Outgoing - Local 0.5 0.5
Outgoing - STD 0.5 0.5
Roaming SMS
Local 0.5 0.5
National 0.5 0.5
International 5 5
NOTE :
(1) Optional CUG feature available with additional payment of Rs.50
(2) Pulse rate for all calls is 60 seconds.
(3) SMS rates applicable after SMSes are exhausted.
Smart Roam
For our post-paid subscribers, we offer easy roaming option when they roam in
any of the Reliance GSM operational locations. Under this service, we provide
our subscribers low charges for making and receiving calls from their Reliance
Smart connection. This service is available only for the subscribers of Madhya
Pradesh, Chhattisgarh, Bihar, Jharkhand, Orissa, Himachal Pradesh and West
Bengal. For Tariff details, click here
National Roaming Prepaid
How to activate ?
National Roaming is auto activated as default service with every new
connection.
What are the charges for National Roaming?
For Tariff details, click here.
National Roaming Postpaid
How to activate ?
National Roaming can be activated writing an application to the
company along with the required security deposit.
Where National Roaming can be accessed ?
National Roaming can be accessed through out the country wherever
we have tie-ups with other national operators in non-reliance circles.
What are the charges for National Roaming?
For Tariff details, click here.
International Roaming
International Roaming is available only to Postpaid subscribers currently
International roaming offers the access to the finest roaming footprints in most
of the GSM countries in North America, South America, Europe, Africa,
Oceania, Far East Asia and Central Asia.
Mandatory points for subscribers
Subscriber should have his International Roaming service activated.
He should have Triple IMSI Sim cards in possession with him before
leaving the network.
While roaming on GSM network, subscribers are required to insert their
SIM in a suitable GSM handset (Dual band / Triband as required)
Subscriber is charged Rs. 99/month as International Roam Access Fee.
FREQUENTLY ASKED QUESTIONNAIRE
What is SMS?
SMS stands for short message service. Its a convenient way to send brief text
messages directly to your friend's wireless phone. An SMS message has a
maximum length of 160 characters. However, SMS messages do not require
the mobile phone to be active / on and within range. The SMS will be kept in
store for several days until the phone is active / on and within range once
again.
What is SMS1234?
1234 is the infotainment service launched by Reliance on SMS. A Reliance
subscriber, almost anywhere in India, can access 1234 SMS services by
sending specific keywords to the number 1234.
Will I be able to access 1234 service if I am visiting another city in India?
You can access 1234 service from almost everywhere in India with your Reliance phone.
What is Delivery Acknowledgment?It allows you to be certain that the message has been successfully delivered in
the handset of the person to whom you have sent the message.
Is this a 24-hour service?Yes
What kind of information is available on 1234?
We have Comprehensive Infotainment content available under each of the
sections provided. Let me tell you more about it.
News – We present Top-stories/ National/ International/ Sports/
Business/ Technology news.
We also offer news headlines of the day. You can stay in touch with
valuable business information.
English 2 English Dictionary: Here you may check spellings or learn new
words on your mobile phone. You may also use SMS to ensure that you
are never at a loss for words again.
Thought for the Day: Here you will get an inspirational Thought of the
Day on your Mobile phone.
Horoscope: Here you will get your daily/weekly horoscope on SMS.
Joke
How do I Use SMS Application?
Using our SMS application is very simple. All that you need to do is:
Step 1: Type the keyword of the service you require (e.g.NEWS)
Step 2: Send SMS to 1234
Step 3: Receive Information
Example: If you want news, simply type NEWS (you may type in Capital
letters, or otherwise) and SMS it too 1234.You will receive recent news,
instantly.
Note: Menu structure varies from handset to handset. Please check your
handset manual for precise Menu Options.
How do I know that the message has been sent successfully?
After you compose the message, key in the destination number and press
send. The handset screen will indicate (graphically and /or textually – Sending
Message) that it is trying to send the message. Once it has been sent
successfully, the handset screen will display the message – Message Sent
successfully.
Will I receive response to my SMS Application, when I am on a call?
You will receive the message when you are on a call. When you are receiving
an incoming message during a voice conversation, your phone automatically
mutes the ringer or will not ring at that time. This is to avoid ringing in your ear
while you are trying to converse.
How do I read the response to my SMS Application?
All that you need to do is to select the View option on the New Message alert.
Or
If you ignore the New Message alert, you can scroll to the 'Message' Menu,
Select 'Read” Message /Inbox and read your message. The messages will be
listed in order of Urgent/New/Old.
Note: Menu structure varies from handset to handset. Please check your
handset manual for precise Menu options.
How do I sign up for SMS Applications?You need not subscribe to SMS Applications.
How do I unsubscribe SMS Applications?Since you do not subscribe for the SMS base applications, you can restrict
yourself from using the service.
How can I send Group Messages?Presently the services is unavailable
Am I eligible for this service?Yes all subscriber of Reliance’s WLL service are eligible for using Reliance
SMS service.
How long does it take to send a message for receiving SMS Applications?
SMS messages are delivered in a matter of a few seconds.
Is the service available to all Reliance Subscribers?
Yes all the Reliance subscribers have access to SMS Applications by default.
Tariff for 1234 SMS Service.
Monthly Subscription(Rs)
Message Charge(Rs)
Non-DAPO subscribers NIL Rs 2.00
DAPO subscribers NIL FREE
3rd party Services will be charged Rs. 2.00 for text messages starting from 1st
December.
What if I need help while using SMS Applications, on the Reliance phone?
You can get help on all SMS Applications by sending an SMS with the content
“HELP” to 1234.
I am not getting any response on my handset. What do I do?
We are very sorry for the inconvenience that you are facing right now. We are
working to provide trouble-free and exciting services. However, you could get
an error due to unexpected network load, or other such issues, beyond control.
If such a problem arises, we would request you to kindly wait for a while and
then retry. In fact, as you wait for a particular service to restart, you could
access other SMS Application on 1234. Additionally, we would request you to
call our service support desk number and register your experience.
What are Keywords?
Keywords are special words that Reliance has reserved for SMS services.
Example: if you type NEWS and send it to 1234 as an SMS, you will instantly
receive breaking news headlines on your Reliance phone. Similarly, if you send
TAU to 1234 as an SMS, you will instantly get the zodiac prediction for Taurus
or first three alphabets of respective zodiac. To know more about what to type
for which service, please visit our website. www.relianceinfo.com Moreover,
you may also send HELP to 1234 to receive list of keywords for various SMS
Applications.
How can I find the keyword for the service?
The detailed keywords are defined on the Reliance website
www.relianceinfo.com under “SMS Applications” section and other Marketing
collaterals of Reliance. Additionally, you can receive the Keywords for SMS
Applications by sending HELP.
How to Use Other SMS Services offered by Reliance Partners?
Reliance is geared towards offering best quality content and SMS based
services for RIM subscribers. As such, we are constantly forming relationships
with best in class Content Partners
How much will I be charged to use SMS Applications of the partners / 3rd party SMS Services?
All 3rd party SMS services will be charged at Rs 2.00/-,starting 1st December
2004.
What are the services offered by Other Content Partners?
Reliance is geared towards offering best quality content and SMS based
services for RIM subscribers. However, the keyword specific details are
available at respective Partner’s website. Should you face any problems in
accessing third party SMS Services, we request you to contact the Content
Partner’s helpdesk.
Please let us know how to save Keywords for SMS Applications in the handset, as sample messages so as to avoid keying them every time?
You can protect the desired keywords in your phones SENT folder.
To enable this, we would request you to kindly go to
MESSAGES --> Settings --> "Save Sent MSG" as ON.
This will save all the sent sms messages in your Sent folder. Now to protect
deletion of your sent sms, we would suggest you to go to
Messages -->Sent-->Options -->Protect.
Once you select protect message, you will see lock symbol on the message &
hence this message cannot be deleted until you Unlock it. If you wish to unlock
this, then all that you need to do is go to
Messages -->Sent-->Options -->Protect again & you will see message is
unprotected.
I am receiving 2-3 messages at a time after sending Keyword e.g. News to 1234...I am seeing 2/3 message arriving before 3/3?
In the SMS Application, whenever long response messages are sent back to
your RIM, it may come in 2 to 3 SMSs. Most of the handsets show the last
received message on the top of the Inbox. Suggestion: While reading message,
if you receive another SMS, select "Back" option instead of "View". This will
take the control back to the previous message, you were reading.
CHAPTER- 4
RESEARCH METHODOLOGY
In modern India, telecom market is in growth stage. An average 24% growth is
seen every year. There are number of national & multinational players in this
field. Mobile users are of two types, i.e. post paid & prepaid users. Existing
research in our market indicates that customers mainly opt for prepaid mobile
connection instead of post-paid connection. According to the company's
subscriber's record it is found out that the subscribers of pre-paid connections
are huge in number as compared to post-paid subscribers. The customers are
generally satisfied with pre-paid connection.
The study is important as there is a huge gap between the number of pre-paid
users and post paid users. This study will observe the factors that lead a
customer to go for a pre-paid connection instead of post-paid connection .
Based on such a background, this research will help to highlight the factors
responsible for less number of post-paid subscribers. This study will also help
the organization to heal the reasons responsible for such less number of post-
paid subscribers & will also suggest measures to improve the number of post-
paid subscribers.
AIM OF THE STUDY
To identify the reason behind the less number of postpaid and prepaid
subscriber and to make proposals for future growth in sales of prepaid
and postpaid mobile plans.
OBJECTIVES OF THE STUDY
• To study about different pre-paid plans.
• To study about different post-paid plans
• To study about customer perception regarding these plans
• To identify the reason behind less number of post-paid subscribers
• To suggest measure to increase the sale of post-paid connections
Research methodology forms an important part of any research project. It is a
way to systematically solve the research problem.
RESEARCH METHODOLOGY
SAMPLING PROCEDURE
(a) Primary data collection
(b) Secondary data collection
Stage-1: Exploratory research will be carried out using the secondary data
obtained from the organization's internal sources.
Stage-2: After exploratory research, descriptive research is conducted
using primary data collection method. Questionnaire would be
designed on the basis of certain predetermined factors derived
from exploratory research. Pretesting of the questionnaire would
be done in order to identify & eliminate potential problems.
Stage-3: Finally the questionnaire is administered to the targeted
audiences which are carefully chosen in terms of age, income,
sex & other determining characteristics. The date would be
collected over the period & collected data would be complied to
give an overall idea about the problem of study.
SAMPLING TECHNIQUE:
Questionnaire and direct interview
AREA OF THE STUDY: KANPUR CITY
SAMPLING UNIT: RELIANCE CUSTOMERS
SAMPLE SIZE: 100
SAMPLE DESIGN: The survey would be conducted in Ranch! by stratified
Random Sampling based on occupation, sex, age, & income.
RESEARCH QUESTIONNAIRE
What are the parameters that drive a customer to go for a pre-paid
connection instead of a post-paid connection?
What do customers perceive regarding the post-paid plans?
What are the expected post-paid plans of the customer?
HYPOTHESIS
HI: Pricing plays a major role for a customer to make a choice between pre-
paid & post-paid mobile.
H2: Value Added Services play a major role for a customer to make a choice
between pre-paid & post-paid mobile.
H3: Perception of customers with regards to services provided is not
satisfactory.
CHAPTER-5
DATA ANALYSIS & INTERPRETATION
The talk time value once credited to a particular Reliance phone number can
only be used for making calls from that number. It is essential to have the main
account valid to be able to use these cards.
Q.1. Do you any mobile services connection?
Option Yes No
Response % 56 44
INTERPRETATION:
From the above findings we can interpret that most of 78% Respondents
are using mobile phone.
Q.2 Which Company’s service do you use?
Option Reliance BSNL Hutch AirtelTata
Indicom
Response% 27 22 30 15 6
INTERPRETATION:
From the above findings we can interpret that out of 100 respondents 27%
respondents are using Reliance, 22% BSNL, 30%Hutch,15%Airtel and 6% Tata
Indicom. Reliance users are more than BSNL, Airtel and Tata Indicom because
of its better marketing and changing offer. This shows that Hutch users are high
in comparison to reliance and other mobile service provider in New Delhi
Market.
Q.3. What are of connection do you have?
Option Prepaid Post Paid
Response% 75 25
INTERPRETATION:
From the above findings we can interpret that out of 100 respondents are using
mobile phones 75% are using prepaid and 25% are using postpaid.
Q.4. Duration of using this connection.
Option0-6
Month 6-12 Month 1-2Year Above 2 Year
Response% 10 14 43 33
INTERPRETATION:
From the above findings we can interpret that most of respondents are using
mobile phone within 1-2 year 43% and above 2 years 33%.
Q.5 For what purpose you are using your mobile?
Option Taking Messaging Internet Other
Response% 56 37 5 2
INTERPRETATION:
From the above findings we can interpret that 56% people are using mobile
phone for talking. 37% are using for messaging, 5% are using for internet and
2% are using for other purpose.
Q.6. Connectivity
Option Excellent Good Average Poor
Response% 70 15 10 5
INTERPRETATION:
From the above findings we can interpret that data is showing that 70%
respondent said Excellent, 15% Good, 10% Average and 5% Poor.
Q.7. Coverage on High Way
Option Excellent Good Average Poor
Response% 20 25 45 10
INTERPRETATION:
From the above findings we can interpret that data is showing that 20%
respondent said Excellent, 25% Good, 45% Average and 10% poor.
Q.8 Coverage in the City?
Option Excellent Good Average Poor
Response% 35 55 7 3
INTERPRETATION:
From the above findings we can interpret that data is showing that 35%
respondent said Excellent, 55% Good, 7% Average and 3% poor.
Q.9.Quick Connectivity after dialing
Option Excellent Good Average Poor
Response% 45 40 10 5
INTERPRETATION:
From the above findings we can interpret that data is showing that 45%
respondent said Excellent, 40% Good,10% Average and 5% poor.
Q.10. Send and receive SMS promptly to/from other mobile network.
Option Excellent Good Average Poor
Response% 30 45 20 5
INTERPRETATION:
From the above findings we can interpret that data is showing that 30%
respondent said Excellent, 45% Good, 20% Average and 5% poor.
Q.11. Tariff Plan
Option Excellent Good Average PoorResponse% 50 35 15 0
INTERPRETATION:
From the above findings we can interpret that data is showing that 50%
respondent said Excellent, 35% Good,15% Average and 0% poor.
Q.12. Customer's Service
Option Excellent Good Average PoorResponse% 30 45 15 10
INTERPRETATION:
From the above findings we can interpret that data is showing that 30%
respondent said Excellent, 45% Good, 15% Average and 10% poor.
Q.13. Voice Quality
Option Excellent Good Average PoorResponse% 45 40 10 5
INTERPRETATION:
From the above findings we can interpret that data is showing that 45%
respondent said Excellent, 40% Good, 10% Average and 5% poor.
Q.14. Value added Services?
Option Excellent Good Average PoorResponse% 75 20 5 0
INTERPRETATION:
From the above findings we can interpret that data is showing that 75%
respondent said Excellent, 20% Good, 5% Average and 0% poor.
Direct linked to customers
Where as in case of post-paid customers 25% were new customers, 40% were 1-2 years
old and remaining 35% were 2-3 years old customers.
Q.15 Internet Services
Option Excellent Good Average PoorResponse% 60 30 8 2
INTERPRETATION:
From the above findings we can interpret that data is showing that 60%
respondent said Excellent, 30% Good,8% Average and 2% poor.
The average recharge / expenditure of post-paid customers for a month are as follows:
The average recharge / expenditure of pre –paid customers for a month are as follows:
When the customers were asked that would they like to shift from their post-paid
connection to pre-paid then following results were obtained:
A major number of the post-paid connection customers were not interested in shifting
from post-paid to pre-paid but some customers were willing to terminate the connection
because the bill payment process was tedious and problematic for them. They were not
satisfied with service and in those cases they complained that they were not getting the
bills at the right time, bill amount was not correct and the company was only interested
in bill collection process. Apart from that the customers were also found irritated from
the reminder call for the bill payment.
In case of pre-paid connections, the 45% of the customers were satisfied with the
service where as about 30% of the customers showed willingness to shift from pre to
post where as 25% were not sure about it.
In the analysis of Brand shops in KANPUR CITY, all the 9 Brand shops were visited
and data was collected from the customers coming to these brand shops through
questionnaire and telecalling. The following bar graphs depicts the present status of
brand shops as surveyed on first week of MAR.2011
CUSTOMER ORIENTATION FEEDBACK
INTENT OF PROCESS
The purpose of this process is to enable improvement of Customer experience
across his lifecycle through effective deployment of CSMM CRA scores at the
end of each quarter in all circles and mobility office. It also ensures
standardization of the same across circles and Mobility Office (MO).
SCOPE OF PROCESS-
START – Planning for the survey methodology
END – Measuring effectiveness of action plans based on deployment
Function BETitle of the Process CSMM Process
Process Capturing of Customer Expectations Process /Data Collection Process/ Agent Certification Process/
Deployment Process
Process Code P/BE/M&M/1009
Local Process Owner Circle SA Head
Local Process Champion Circle CSD Head
Global Process Owner MO BE Vertical Head – M & R
Global Process Champion MO BE Functional Head + Chief
Service Officer
Customer- External Customer,Functional Vertical Heads, Functional Teams
CEO & EC, MO ,APO,CO.
OUTPUT - Effective Deployment (100% target achievement) of CSMM CRA
Scores
INPUT
For IMRB
1. Contract
2. Customer VOC
3. Mobile nos. data from MO & Circles
4. Customer Base Data
5. Internal Metric Scores
6. External Metric Scores
7. Inputs to Questionnaire
8. Reporting frequency & formats
9. Infrastructure
FOR RELIANCE COMMUNICATION
1. Topline Scorecards & reporting formats
2. Mobile Wise Rankings
3. Deployment Presentations (Trends b/w CRA, CTA, Internal & External
Metrics)
Infrastructure (Board Room for deployment, respective teams, etc)
KANPUR CITY– IMRB , Customer, MO Team, Circle Team, IT Team
The process of measuring the Consumer Satisfaction Measurement Metrics
starts with the planning and scoping of the following processes :
1. Deciding the sample size (Base)
2. Designing the appropriate questionnaire
3. Setting the time lines for the achievement of the task
The questionnaire is designed such that it contains 5 options to be chosen by
the respondent. The options includes Excellent, Very Good , Good , Average
and Poor.
The first two options i.e. ‘Excellent’ and ‘Very Good’ comes under the category
‘Top Two’ and the last two options i.e. ‘Average’ and ‘Very Poor’ comes under
the category ‘Bottom Two’, where as the middle option i.e. ‘Good’ is not
considered stable and is therefore eliminated from the analysis. This is for the
reason that the customer rating in category ‘Good’ is a customer who is
considered sitting on the fence , any secondary instance can bring this
customer in ‘Top Two’ or ‘Bottom Two’ categories.
The target for ‘Top Two’ for the year 2006-2007 was that it should be greater or
equal to 50 and the target for ‘Bottom Two’ should be less than 10.
SWOT ANALYSIS OF RELIANCE COMMUNICATION
SWOT analysis is done to know about the factors, which are helpful prepaid
and postpaid customers for Reliance company to know about their current
position in the existing market, it helps company to know about their strength
on which success of the firm relies, it helps the company to know about their
trailing point which are the basic cause for company degradation. It also
enables to suggest new areas where company can flourish and can serve its
purpose of marketing profit. Whereas it also speaks about the prevailing threats
which can prove it self as abstracts in the pathway of success of company.
STRENGTHS Large coverage in U.P
Customer focus
Budgetary plans
Cost advantage
Attractive & cheaper V.A.S
Large network
transmissions with own
channel
WEAKNESSES Poor network coverage on
highways
Billing problem
Dissatisfied customer base
advertisement
Poor customer care survives
OPPORTUNITIES Increasing coverage at
wide network
Developing new sectors
New tariff plans
Distribution channel
maintained at levels
Adding a large number of
V.A.S through R-word
THREATES Increased no. of competitors
Loosing customer faith
Unable to provide SIM in
market due to CDMA
technology
Customer dissatisfaction due
to poor customer survives
LIMITATIONS OF THE STUDY
As the time was less. So the survey couldn't be conducted in a larger
area so there was a time constraint.
There was also a language problem. All the questionnaire was in English
and many people didn't understand English
Respondents were not cooperating in filling up the questionnaire.
Due to unavailability of previous data results I faced some difficulties.
The people of the city did not want to disclose such information which
directly or indirectly adds to their personal life.
Some people were tolerating to fill questionnaire and they were reacting
as the survey is conducting for false purpose.
Some people didn't have enough time to fill up questionnaire.
RECOMMENDATIONS
Following are the conclusions which are suggested after doing the comparative
analysis of Post-paid & Pre-paid connections and Plans.
In case of post – paid plans, more cheaper plans should be introduced
with low rentals.
For high usage, Post-paid plans having high rentals and cheaper call
rates should be included.
More promotional measures should be taken on the advertisements of
Post-paid plans through media and canopies for Post-paid plans should
be set Kanpur city at various places to make customers aware about the
cheaper call rate and benefits of Post- paid plans.
Bill recovery should be done with care and loyal customers shouldn’t be
harassed for the same.
External check on customer credibility both financial and social should
be done.
Sales person should be instructed to provide the customers full and
complete information about the product and the plans whenever they
make sales to them.
Sometimes customers give wrong address and identity proof and that is
due to lack of information. Thus they should be informed that they have
to submit the address proof of the place where they are currently
residing lying within the same telecom circle.
Frequent barring of calls without reasons should be controlled.
In case of pre-paid connection, Reliance Communication should check
over the retailers to submit the PEF(Personal Enrollment Form ) in the
office on time to ensure the continuous service to the customers without
any problem.
Recharge in Kanpur city should be made available at places like college
campuses, hospitals and railway stations.
Small recharges with validity should be introduced.
Customers should be informed about the various tariffs and toppings to
lower their call rates
Regular follow Kanpur city should be done to check out whether
customer is facing any issues.
Reliance Communication Ltd. outlets should be opened at interior areas
such as Kanpur city.
The data collected after visiting the 9 Brand shops was analyzed and the
following recommendations are suggested to improve the functioning & Kanpur
city keep of these Brand shops.
Big glow sign boards , banners should be put Kanpur city for more
visibility and quality standards should be set to match with the big
brand image of Reliance Communication Ltd.
Proper generator back Kanpur city should be provided in every brand
shop.
AC’s should be provided to these brand shops and it should be seen
that they work regularly.
Reliance Communication Ltd. should maintain regular to the brochures
to the brand shops so as to ensure the maximum availability of
brochures there for the walk in customers.
The brand shops requires re-innovation in order to give a new, fresh
and different look to those Reliance Communication Ltd. outlets.
There should be a Service level agreement between Prepaid
Distributor & Reliance Communication Ltd.
A marginal profitable service model (only prepaid) to have & maintain
Distributor’s interest in service.
Installation of hardware (if not there) and software (PACS / PPAS /
Lotus / Putty) as per Reliance Communication Ltd. norms for enabling
better services to the customers.
If These software's can’t be given then a Customer Interface (URL
Based software can be given which can be linked with PACS.
One Manpower at each Brand shop to be called “Prepaid Care
Executive” (PCE)
Proper Uniform/Training should be provided to these PCE
SUGGESTIONS
Company should be emphasis on more effective advertisement
The most important task is that company should give its priority to
coverage. If the company could cover home towns, cities and villages as
mentioned in the brochure, the demand of the Reliance India Mobile
would get increased by day.
The company should enhance its awareness among many people by
mobile road shows: outdoor advertising in local and national newspapers
as well as more type of ads on prime time on television channels for
different uses segments. So that many people may come to know about
the service and can become a subscriber of the company.
The policy or company should be simple and bring more transparency.
The company should up date marketing department in town offices for
the benefit of the subscribers as well for the company.
Company should appoint some executives to make strong relationship
with customer.
Provide customers update information about tariff plans and schemes.
Emphasis on Customer Care.
Attention to rural market.
Increase coverage on highways and rural areas.
Proper contact with customer through the help of trade fairs, mega event
and-road shows.
Complains should be handled quickly.
CONCLUSION
In comparison to the other telecom companies in organized sector from the
consumer orientation towards prepaid and postpaid mobile services of reliance
communication has a pretty good market share in the whole mobile industry.
Connectivity of Reliance is better than others.
Mostly customer prefers prepaid and postpaid mobile connections.
Mostly businessman likes to have postpaid connections.
Respondent were mostly satisfied with the Reliance activation,
connectivity, coverage and networking.
Most of the respondent said that Reliance Communication provides
different schemes.
Coverage of Reliance is poor on highway and rural areas.
Reliance Communications are providing long lasting and quality
products.
Voice quality of Reliance is excellent.
Most of the respondents said that Reliance Value Added Services is
excellent.
Most of the respondents said that Internet Services of Reliance is
superior to others.
Most of respondents said that customers’ care of Reliance is not
satisfactory.
Customers are interested to choose those mobile services, which
provide SIM cards.
Consumers lay main emphasis on the quality of services rendered.
BIBLIOGRAPHY
Referred Books:
Research Methodology - C.R Kothari
Statistical. Method - Dr. S.P Gupta
Marketing Management - Philip Kotler
Website:
www.relianceinfo.com
APPENDIX - A
QUESTIONNAIRE
1. Do you use any mobile services connection?
(i) Yes (ii) No
2. Which Company's service do you use?
(i) Reliance (ii) BSNL (iii) Hutch (iv) Airtel (v) Tata
3. What are of connection do you have?
(i) Prepaid (ii) Post Paid
4. Duration of using this connection?
(i) 0-6 Month (ii) 6-12 Month (iii) 1-2 Year (iv) Above 2 Year
5. For what purpose you are using your mobile?
(i) Taking (ii) Messaging (iii) Internet (iv) Other
6. Connectivity?
(i) Excellent (ii) Good (iii) Average (iv) Poor
7. Coverage in the City?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
8. Coverage on High Way?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
9. Quick connectivity after dialing?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
10. Send and Receive SMS promptly to / from other mobile network?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
11. Tariff Plan?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
12. Customer’s Service?
(ii) Excellent (ii) Good (iii) Average (iv)Poor
13. Voice Quality?
(ii) Excellent (ii) Good (iii) Average (iv)Poor
14. Value Quality?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
15. Internet Services?
(ii) Excellent (ii) Good (iii) Average (iv) Poor
APPENDIX - B
I am conducting a survey on RELIANCE pre-paid & post-paid mobile. Kindly
spend some of your valuable time to go through the questionnaire & give your
views on this topic
1. Name in the block letter
2. Gender: Male Female
3. Age (in years) below : 20 20-30
40-60 30-40
60 & above
4. Education: up to HSC Graduate
Post -Graduate professional
others
5. Occupation : Salaried Business
Self- employed Professional
Student
6. Annual income (in lakes ): Less than 1 2.5
1-1.5 1.5-2.5
3 & above
7. How many mobile connection do you have in your home :
_________________________________________________________
8. Number of pre-paid users in the family:
_________________________________________________________
9. Number of post-paid users in the family:
_________________________________________________________
10. According to you which is more cost effective?
Pre-paid Post-paid
11. According to you, which is easier while billing?
Pre-paid post-paid
12. According to you, which provides you best value added services?
Pre-paid post-paid
13. Overall how would you rate RELIANCE pre-paid mobile services?
Very good Good Average
Bad Very bad
14. Overall how would you rate RELIANCE post-paid mobile services?
Very good Good Average Bad Very bad
