Reliance netconnect Project Ppt

A PROJECT REPORT ON

“CUSTOMER SATISFACTION SURVEY FOR RELIANCE BROADBAND PLUS (HSD)

INTRODUCTION

Telecom sector in IndiaThe telecom industry is one of the fastest growing industries in India.

FDI inflow in Indian Telecom sector is the highest among all sectors.

It is emerging as telecom manufacturing hub.

Year 2007 has been declared as "Year of Broadband" in India.

Recent Developments: 3G Technology in IndiaThe 3G technology provides for internet surfing, downloading, e-mail attachment

downloading, audio-video conferencing, fax services and many other broadband applications.

CRMIn order to survive and increase the market shares the company has to be very competitive

and it has to grow acquiring new customers and retaining the old customers by

Customer Relationships Management (CRM).

Customer satisfaction strategies adopted by the company make them success and help them

to emerge as a market leader.

COMPANY PROFILE

“Think big, think fast, think ahead.Ideas are no one’s monopoly.”

- Sh.Dhirubhai H. Ambani

Board of Directors•Mr. Anil D. Ambani - Chairman•Mr. Ramachandran•Mr.S.P. Talwar•Mr. Deepak Shourie •Mr. A.K.Purwar

Company Secretary & Manager•Mr.Hasit Shukla

Auditors•M/s. Chaturvedi & Shah•M/s. BSR & Co.

COMPANY PRODUCT

Huawei EC 168 C

ZTE AC 8710

Tariff Plan Monthly Rental

Free Usage Bundled/Month

Extra Usage Roaming Effective Rental in Money back offer

(for 12 months)Anytime/Day Usage Night Usage

Broadband+ Pay as you go Rs. 299/- Nil Nil Rs. 2 / MB Nationwide* Rs. 299/-

Broadband+ 512 MB Rs. 499/- 512 MB Nil Rs. 2 / MB Nationwide Rs. 499/-

Broadband+ 10GB @ Night Rs. 499/- Nil 10 GB Rs. 0.5/Min Nationwide Rs. 499/-

Broadband+ 1 GB Rs. 650/- 1 GB Nil Rs. 2 / MB Nationwide Rs. 650/-



Broadband+ 1 GB day, 10 GB Night Rs. 849/- 1 GB 10 GB Rs. 2 / MB Nationwide Rs. 849/-




Broadband+ 10 GB City Rs. 1099/- 10 GB Nil Rs. 2 / MB Citywide Rs. 899/-


Broadband+ 10 GB day, 10 GB Night City

Rs. 1298/- 10 GB 10 GB Rs. 2 / MB Citywide Rs. 1098/-




Day usage - 6 AM to 10 PM ; Night Usage - 10 PM - 6 AM

SCOPE OF THE STUDY

To tap the future market.

To know about the sales potential.

To understand the business of Reliance Broadband Plus products in the market.

To study the factors affecting on reliance Broadband Plus services.

To retain the existing user and to convert the new prospects into buyers.

To identify the customer needs of Reliance Broadband Plus (HSD) customers which

would help the company in formulating suitable strategies.

OBJECTIVE OF THE STUDY

To understand the requirements of individual & the corporate clients.

To formulate the plans to satisfy the requirements of the subscribers.

Better understanding of the various issues and challenges and working towards the

opportunities.

To know on what basis does the subscriber prefer to any service provider.

To understand the frequency and the reason behind the consumer getting switch over

to certain service provider.

To find out what Reliance should to do to lead the market.

RESEARCH METHODOLOGYResearch Design Descriptive Research

Sampling Technique Probability Sampling: (Stratified sampling)

Sources of Data Primary + Secondary

Sample Size 300

Area of Research PUNE

Primary data:

The primary data are those which are collected fresh and for the first time, and thus

happen to be original in character.

Here primary data collection through discussion with the different respondents using

questionnaire and interactions.

Secondary data:

The secondary data are those which have already been collected by someone else and

which have already been passed through the statistical process.

For the secondary data ,made access of the intranet site of the company. Also the regular

website of the company was also used.

DATA PROCESSING& ANALYSIS

Sr. No. Age Group Respondents Percentage(%)

1 18-25 75 25%

2 26-35 141 47%

3 36-45 66 22%

5 Above 45 18 6%

Total 300 100%

Table No.3.1Age Group wise distribution of customers:

Interpretation: Above figure shows that, 25% belong to age group 18-25%, 47% belong to age group 26-35, 18% belong to age group 36-45 and 6% above age of 45.


Sr. No. Income Group Respondents Percentage(%)

1 8000 126 42%

2 8000-12000 102 34%

3 12000-20000 54 18%

5 >20000 18 6%

Total 300 100%

Table No.3.2Income Level per month Tabulation:

Interpretation: The above bar graph analysis shows that 42% of the respondents belonged to the 8000/- and below income category, 34% belonged to Rs.8000 to 12000 and 18% belonged to 12000-20000 and 6% above income of 20000/-.


Sr. No. Scale Respondents Percentage(%)

1 Very Good 60 20%

2 Good 75 25%

3 Satisfactory 120 40%

5 Poor 30 10%

6 Can’t Say 15 5%

Total 300 100%

Table No.3.3Scaling About Reliance Netconnect Service:

Interpretation: The above bar graph revealed that 40% of the respondents service RIM as satisfactory. This is a telling comment. However the survey also found out that 20% and 25% of the respondents service RIM as very good and good respectively. There were 5% of the respondents who had nothing to say about the RIM. This is due to low service awareness and low penetration level.



1 Very Good 78 26%

2 Good 204 68%

3 Dissatisfied 18 6%

5 Very Dissatisfied 0 0%

Total 300 100%

Table No.3.4Qn.1. Price of Reliance Netconnect:

Interpretation: The above bar graph revealed that 68% of the customers had told price is good and 26% told very good but 6% of customers are dissatisfied so we can tell that most of the customers are satisfied with the price.



1 Very Satisfied 120 40%

2 Satisfied 165 55%



Total 300 100%

Table No.3.5Qn.2. Speed of the Reliance Netconnect:

Interpretation: From the above chart it is observed that nearly 55% of customers are satisfied with the speed and 40% of them are very satisfied, in Reliance Netconnect speed is the main feature which attracted the customers very well. There are no issues with the speed of the product.




2 Satisfied 168 56%



Total 300 100%

Table No.3.6Qn.3. Billing system of Reliance Communication:

Interpretation: From the above chart it is been observed that 24% of customers are dissatisfied with the billing system. This is because of the misunderstanding in the billing system.




2 Satisfied 183 61%



Total 300 100%

Table No.3.7Qn.4. Tariff plans of Reliance Netconnect:

Interpretation: The above graph shows that there are 61% of customers satisfied with the tariff plans and 14% of customers dissatisfied.




2 Satisfied 120 40%

3 Not Applicable 99 33%

4 Dissatisfied 3 1%


Total 300 100%

Table No.3.8Qn.5. Issue resolution regarding the problems in Netconnect:

0

5

10

15

20

25

30

35

40

very satisfied

satisfied not applicable

dis satisfied very dis satisfied

percentage

percentage

Interpretation: The above bar graph shows that 40% of customers are satisfied with issue resolution and 25% very satisfied and 33% of them told we don’t have any issues with the product.




2 Satisfied 108 35%

3 Not Applicable 8 3%

4 Dissatisfied 3 1%


Total 300 100%

Table No.3.9Qn.6. Services in timely manner:

Interpretation: From the above chart it is revealed that 35% of customers are satisfied with service in timely manner and 61% very satisfied. So most of the customers don’t have any problem with the services in timely manner.

FINDINGSServices provided by Retailers:

All the retailers are providing good services like showing demo to the customer and

checking the availability of the signal and installing the drivers and after sales services to the

customers.

Satisfaction:

Most of the customers are satisfied with the services provided by the retailers.

Reliance Netconnect is giving speed up to 3.1mbps.it is the main thing where customers are

satisfied. Signal coverage also very good in the Pune & it is covering total Pune.

Problems:

There are problems like where net connect is disconnecting continuously due to

changing in the CDMA mode to the HSD mode and some customers are facing billing

problems due misunderstanding the tariff plans.

Support from company:

Most of the retailers ensnared that they are supported by the companies personnel &

companies’ helpline.

COCLUSION

New products and new schemes are being offered by the telecom service providers.

The need for large information capacity has grown tremendously due to the demand of real time

information. Telecommunication has now become a major information transmission system and

telecom has undoubtedly emerged as the most important industry in India.

Reliance communications, an Anil D. Ambani Group of is very fast catching up with

the market by providing cheaper calling rates. The market strategies adopted by its executives are

bearing fruits and the company although being the Second one to enter the market of DELHI &

NCR has found a suitable niche and recognition in the consumer.

But this is not a thing for self contentment as the survey reveals that in network,

service and distributor, its place is very far behind to other competitors viz. Tata indicom is the

competitor for the Reliance Netconnect. so to withstand the competition resources mobilization

and technological innovation on the part of cos. To upgrade its quality of network and services is

urgently called for Market access and growth is alright but the improvement of quality on the

above counts is necessity of the time.

RECOMMENDATIONS1.Promotional Activities:

The company expand the budget allocation for promotional campaign. It has affected the sale service brand image of Reliance. Low supports in promotion have lead to fluctuation in sale. There may be some useful tools which can be summarized as follows:- Advertising: Advertising should have a clear objective and message, which has not been found in recent ads. Reliance is a faster growing provider service in each state .every offers and schemes they should show with proper message for benefit to the customer. In busy life customer do not remembered any offers and which service we can provided for the customer therefore they should by force showing advertisement in growing market and among customer. Customers wants continuously exposure in Cable and Local newspapers.

Persuasive Advertising : Now there is a need of persuasive advertising for Reliance service which can be moved into the category of “comparative advertising”. It will help the company to establish the superiority of its brand service through specific comparison of one or more attributes and features.

RECOMMENDATIONS

Technical Expertise: The advertisement should show the companies expertise, experience and pride in market the product service sale. Media A combination of print ads and TV commercial do a better job. Local ads and publicity should be giving more stress. Hoardings, banners, wall painting should be promoted, as some expenses are also beard by dealers. Ads on Cable network result greater audience attention. Schemes, gift offers etc. must be highlighted through Radio and Local newspapers. Sales Promotion: Cash discountPremiumsAppointment of sale promoter Financial schemes Occasional Discount: The company may go for occasional discount offers or price off from time to time specially during any festival. Off season discount may also prove helpful to check fluctuating sales.

QUESTINNAIRE

Name of the respondent: ………………………………………………………………..

Occupation: …………………………………………….

Contact no: …………………………………………….

E Mail ID: …………………………………………………………………………

Q.1 Price of Reliance Netconnect…………

a)Very good b) Good c) Dissatisfied d) Very dissatisfied

Q.2 Speed of Reliance Netconnect…………


Q.3 Billing system of Reliance Communication for Netconnect………….


Q.4 Tarrif plans of Reliance Netconnect………


Q.5 Issue resolution regarding the problems in Netconnect……….

a)Very good b) Good c) Not applicable d) Dissatisfied

e) Very dissatisfied

Q.6 Services in timely manner……..

a)Very good b) Good c) Not applicable d) Dissatisfied

e) Very dissatisfied

THANK YOU

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Reliance netconnect Project Ppt