A

SUMMER TRANNING PROJECT REPORT

STUDY ON

“CUSTOMER SATISFACTION OF BSNL”

AT

BSNL BAREILLY

Submitted in partial fulfilment of the requirement for the award of degree Of

MASTER OF BUSINESS ADMINISTRATION SESSION (2012-2014)

SUBMITTED TO:- SUBMITTED BY:-Ms. Nishtha Sharma Piyush TewariAssistant professor MBA IIIrd SEM Roll No-12021335

CERTIFICATE OF OROGINALITY

I Piyush Tewari Roll No 12021335 a full time bonafide student

of first year of Master of Business administration (MBA) Programme

of IFTM University, Moradabad . I hereby certify that this project

work carried out by me at BSNL Bareilly and the report submitted in

partial fulfillment of the requirement of the programme is original

work of my under the guidance of the industry mentor P. K Kashyap

and Faculty mentor Nishtha Sharma , and is not based or reproduced

from any exiting work of any other person or any earlier work

undertaken at any other time or for any other purpose and has not been

submitted anywhere else at any time.

Piyush tewari

(Student Signature)

Date: 11/11/2013

ACKNOWELEDGEMENT

ACKNOWELEDGEMENT

It is sense of immense pleasure & satisfaction for me that this Research

Project report has been successfully completed. I have made his

project as concise as possible and also arranged the topic in straight

forward and logical manner.

I express my sincere gratitude to Dr. Manjula jain for providing me

an opportunity to undero summer tranning at BSNL Bareilly.

I am grateful to my faculty guide Ms. Nishtha Sharma who has given

me this opportunity to prepare this project and provided her valuable

guidance.

I am also grateful to my parents and friends who inspired me to put my

best efforts.

Piyush Tewari

CUSTOMER SATISFACTION IN BSNL

EXECUTIVE SUMMARY

This Research project in Bareilly region to study there “ STUDY & ANALYSIS

OF BSNL MANAGEMENT

The research is done by visiting all the BSNL in whole Bareilly region thus.

Undertaking there working culture and simultaneously interacting the walk in

customer reading there mentality and listening to the problems & suggestion if

any, also providing a suitable treatment to the problem if available with us.

The research Methodology used to collect the data was Questionnaire method,

Personal interviews and techniques. In order to maintain un-biasness a random

sample of 150 people from 3 classes viz. businessmen, servicemen, student &

other.

All the data has been properly gathered and analyzed. The finding have been

presented in a lucid manner using various graphs. Also problem areas, short

coming are pointed & explaned in detail and suggestions are given with

appropriate reason, in order to help BSNL desigen the future marketing

strategies to take leverage out of it.

CONTENTS

1- Certificate of originality

2- Company certificate

3- Acknowledgement

4- Executive summary

5- Introduction

6- Services of BSNL

7- Research problem

8- Objective of study

9- SWOT analysis

10- Research methodology

11- Data prsentation and analysis

12- Finding

13- Suggestion

14- Bibliography

15- Questionnaire

INTRODUCTION

COMPANY PROFILE

BSNL is a leader in GSM mobile telephony in india. It also has a significant

share in the GSM mobile market. The mobile communication market is

characterized by immense competition with large player fighting for the market

share. BSNL has a superior infrastructure, which is a big advantage to it. The

company faces many problem on account of its faulty billing system and poor

response to its GSM iniative , BSNL has positioned its brand primarily as a

“common man’s phone” and supported it by providing the lowest tariff plans in

the industry. For distribution BSNL has setup a large number of BSNL web

words and retails points of sale all over the country. BSNL is also aggressively

into the billboard space.

The four main existing customer segments are in the metros, and the category A,

B, C categories circule. Tata tele services, Bharat Sanchar Nigam Limited.

Bharti, Idea Celluar BPL mobile, and Vodafone services are the main

competitors of Reliance. BSNL communication, with its “mass a marketing

strategy”has been successful in attaining a large customer base within a sort span

of time. throgh the subscriber base in high, the growth seemd to have slumped

dramatically in the last year. the reason for this drop in the growth of subscriber

base can be attributed to the changing telecom scenario. . This has left title to

segments in terms of the market, where in the differentiation was purely on the

basic of image. BSNL communication current targeting approach is a mass-

marketing method that tries to address the needs of the entire market and widen

its subscriber base.

This plan proposes to launch a new service catering to the identified target

market while maintaining the existing service without any repositioning. The

marketing objective of BSNL communication as per this marketing plan are to

increase market share of BSNL communication in mobile services market to 30%

by the next year and to attain revenue of Rs. 11, 000 crores by the same period.

The monthly expenses for the various marketing actions programs mentioned in

the plans have been estimated in the report. The projected additions to the

subscriber base and revenue earning projection have been also included in the

report. The key focus is on the product bundle that should be provided to attract

the largest possible chunk of the youth market. For this, newer feature that need

to be incorporated were explored and proposed. The pricing need to be

competitive, as the target segment is demanding, yet price sensitive. BSNL

communication also needs to come up with offerings in the niche segment as well

and look for further scope to segment the market and likewise come up with well-

priced products to tap the maximum potential. Next the product- services bundle

has to be packaged in such a way that it acts as a source of differentiation and the

promotions should be focused make use of this differentiating factor. Finally,

with newer demands, the retail network needs to be revamped and all issues

pertaining to territorial adjustment need to be worked out.

Vision

To become the largest telecom service provider in South East Asia.

MISSION 1 - To provide world class state –of –art technology telecom services on demand

at affordable price.

2 - To provide world class telecom infrastructure to develop the country’

economy.

OBJECTIVES1- To be a Lead Telecom Services Provider

2- Build customer confidence through quality and reliable services

3- Provide Bandwidth on demand.

4- - Contribute towards

SERVICES OF BSNL

  

Description of the Brand , Product, Category & Company

The Brand

BSNL Mobile- Postpaid

Joy Plans

The postpaid plans have been specifically designed to help the customer save on

costs. Depending on the customer usage and the customer budget, the customer

has a choice of plans with economical tariff rates.

Unlimited Talktime Pack

Now the customer can enjoy the benefits of making unlimited Calls to other

BSNL Phones within the customer’s circle, Absolutely Free.

Get Started Kit

The customer can now set the customer free with the new Get started Kit from

BSNL Mobile.

Bill Payments

BSNl has introduced the most convenient mode of Bill Payment. The customer

can now pay the bills directly from Credit Card or Bank Account and save

precious time.

INNMARSAT

BSNL now offer its subscriber’s significany saving for voice calls made to any

Innmarsat number. The saving could be as high as 70% depending on the type of

terminal and the location.

BSNL india Mobile – BSNL postpaid

CNJ 199 SOHO Plan

Now people who mainly use mobile for local call can save their lot of money by

using this Plans

NJ 499-

In this plan all calls free to any BSNL Mobile within the region. Call from

UPE/UPW made to any mobiles phones in the region of Haryana, Punjab, HP,

Rajasthan and Delhi Charged 50 paise per minute only.

MY Unlimited 440-

Call made to any phone expect BSNL MOBILE charged 99 paise per minute.

Call made to BSNL mobile is free all over in India.

Other Plans-

Unlimited 399. NJP 124, BSNL India 299 & 399

Fixed Wireless Phones-

BSNL has launched FWP to increase its market share. Cost of phone is very low. There are various plans for customers as One India

plans 180, Plan 125, Plan 299, One India Plan 225, One India Plan 180.

BSNL Data Card USB Modem

BSNL has launched data card and modem for the people who want to use the

Internet on their computer. These are differents plans for different need of

customer. BSNL has presented the new Rs. 360 and Rs. 335 recharge vouchers.

E-Recharge

BSNL has introduced E-recharge from it prepaid Now the customer can recharge

the customer ‘s prepaid with any amount.

SMS Top-Up Cards

BSNL offers to top up the customer’s prepaid with the new sms top-up for Rs 55

only, and send free unlimited SMS (local or national) to any BSNL phones

across India.

Get Started Kit

Gone are the days when the customer were bound by a particular handset and a

certain phone number. The customer can now set themselves free with the new

Get Started Kit from BSNL Mobile.

The Product Category

Cellular Services, Prepaid and Post Paid

India is one of the fastest growing markets for wireless technology. The

country’s mobile operators are currently providing services based on

predominantly on GSM. Whilst india has been moving into advance forms of

mobile technology. including GPRS and EDGE, The country has stopped short

of extensive adoption of 3G, although trail services are being set up. Prepaid

services have been an important driver of growth subscriber number and

represent around 75% of the total mobile subscriber base. The first mobile

service were introduced in 1996, but did not take off until 1988. Mobile data

services are expected to grow strongly on the back of rising mobile subscription.

In the India mobile market, GSM continues to be the technology plateform of

choice since the first networks began to be rolled out in 1995. A significant event

occurred, however, when the government allowed use of rival technology, Code

Division Multiple Access (CDMA), for the application of wireless Local Loop

(WLL) services by fixed-line operators.

This was initially done to enable the faster rollout by cable. The government

allowed fixed0-line companies to offer what was referred to as “limited mobile

service” to customers using CDMA in 2001 , hoping that this would attract

private investors into the sector. The move was part of an effort to achieve the

strategic target for boosting phone connection in the country to 100 million by

2005, in a significant move in the context of the government’s open market

policy, US-based Qualcomm announced plans invest up to US$ 200 million in

India’s BSNL communications, a fixed-line start-up of the powerful BSNL

group, which has been plan to deploy the CDMA mobile technology on a larger

scale. BSNL has been granted licenses for fixed-line service in 16 India States,

covering 90% of India population. SMS has been the most successful value

added service india’s mobile sector. Research Company Gartner announced in

February 2004 that outbound SMS volumes in India increased by 200. 8% per

year-on- year to reach 7. 39 billion messages in 2003. That was equivalent to 35.

8 outbound SMS messages per celluar connection per month. SMS based usage

such as text based information/enterainment services on-demand, games and

promotions/marketing activities are expected to grow. While MMS has been

touted in other Asia Pacific markets,

MMS provides longer text messages, in addition of music and picture, and allows

the sending of message to multiple recipients. BPL mobile, which one has been

operating mobile services in Mumbai. Maharasthra. Goa, Kerla, Tamil Nadu and

Pondicherry, with a network spanning 209 cities launched india’s first MMS in

October 2002, making India the Fourth country in the Asia Pacific region to

commercially launch the service.

The introduction of MMS followed in the from the wide acceptance and usage of

SMS. The association of United Telecom service Provider of India (AUSPI)

The Company-BSNL Communication

Working at breakneck speed, from late 1999 to 2002 BSNL infocomm built the

backbone for a digital india 60, 000 kilometers of fiber optic backbone,

crisscrossing the entire country. The BSNL communication pan India networks

was commissioned on December 28, 2002.

BSNL communication network is a pan India, high capacity, integrated (wireless

and wire line) and convergent ( voice, data and video)digital network, designed

to offer services that span the entire communication valve chain – infrastructure ,

services for enterprises and indivisuals, applications and consulting. The

network is designed to deliver services that will foster a new way of life for a

New India

Rationale for Selection

India continues to be one of the fastest growing major telecom markets in the

world. Sweeping reforms introduced by successive Indian government over the

last decade have dramatically changed the nature of telecommunication in the

country. Analysis expect india’s mobile phone industry, in particular, to continue

its boom and to grow almost five-fold forms its 2001 levels to more than 30

million subscribers by 2005, a compounded annual growth rate of more than

50%. The mobile sector has been especially robust. it has been experience

consistently high annual subscriber growth rates -96% in 20, 80% in 2001 and

90% in 2002 – moving from 1. 58 million subscriber at the end of 1999 to10. 5

million at the end of 2002. By end 2003, it had passed the 28 million mark

following a year where growth was more than 150%. Early 2005, The number of

mobile subscriber, GSM and Code Division Multiple Access (CDMA), had

increased from 33. 58 million in march 2004 to 52. 17 million in march 2005 as

mobiles tariffs fell by 35% during the year. The number of fixed line subscriber

had grown by only 8% during the year, from 42. 58 million in March 2004 to

March 2005. India’s total telephone subscriber base has reached 98. 5 million,

representing a total tele-density of just over 9% up from 7. 2% in March 2004.

later in April 2005, the communication minister announced that the toatal

number of telephone subscriber in India had passed the 100 million mark. The

potential for future growth in the India market also remained highas its tele-

density was only 9%. The ministry projected that by 2007. The country would

have with all the villages throughout the country then being connected by the

phone. The ministry also noted that some of the lowest telecom charge in the

world, with the minimum effective rates at 1. 20 rupees a call, a drop of 35%

from a year earlier in November 2004. Market analyst Morgan Stanly repoted

that india’s mobile market was expected to grow at a compound average rate of

40% until 2007 India had also emerged as the second-largest market aft mobile

services, after China for mobile handset sales. An industry survey predicated that

at least110 million new mobile phone subscriber would be added in India by

2007. Most of the fixed line services added were fixed wireless services

operating in homes on CDMA technology. Another driver in the market has been

the advent of the CDMA-WLL mobile service, which has been BSNL emerge as

a challenger to the GSM operators.

Basic telephone Services

The plain old country wide telephone service through 32, 000 electronic

exchanges Digitalized Public Switched Telephone network (PSTN).

Data One

BSNl launched Data One Broadband service in January 2005 which shall be

extended to 198 cities very shortly. The service is being provided on existing

copper infrastructure on ADSL technology. The minimum speed offered to the

customer is 256 Kbps at Rs 250 per month only. Other services such as VPN

multicasting, Video Conferencing, Video-on- demand, , Broadcast application e.

t. c will be added.

Internet

Keeping the global networks networked, the contry wide internet services of

BSNL under the brand name includes internet dial up/ leased line access, CLI

based access (no account is require) and DIAS services, for web browsing and E-

mail applications. You can use Dial-up sanchar net account from any palace in

india using the same access ni’172233’. The facility shish no other ISP has.

BSNL has customer base of more than 1. 7 million for Sancharnet service. BSNL

also offer web hosting and co-location services at very cheap rates.

ISDN

Integrated Services Digital Network Service of BSNL utilizes a unique digital

network providing high speed and high quality voice data and image transfer over

the same line. It can also facilitate both desktop video and high video

conferencing.

Intelligent Network

Intelligent Network Service offers value-added services, such as:

Free Phone Services (FPS)

India Telephone Card ( prepaid Card)

Account Card calling (ACC)

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various

application on point to point base. medium and low speed leased data circuits as

well as dial-up lines. Managed Leased Line Network (MLLN) offers flexibility of

providing circuits with speeds of 64 kbps up to 2 mbps.

Wireless in Local Loop

This is a communication system that connect customer to the Public Switched

Telephone Network (PSTN) using radio frequency signals as a substitude for

conventional wires for all or part of the connection between the subscriber and

the telephone exchange. Helping relieve congestion of connection in the normal

cable/wire based network in areas. Connecting the remote and scattered rural

areas. Limited mobility without any air-time charge.

SERVICES of BSNL

WLL-M offers you a host of value –added service:.

Voice-mall service : 24 hour personal call answering

Call wating allows you to put a current call on hold and make a second call.

Call divert: allows you to divert call with in your SDCA

Dynamic STD/ISD Locking

Data/Fax transmission (up to 144. Kbps),

Morning alarm/ Hotline

The standard application form prescribed for new telephone connection can be

obtained free of cost from any of the designated office of the BSNL or the

customer Service Centre Located any where in the in country. A bona-fide

verification for new connection is done by the department.

Subscriber

Exemption is security Deposit (ARD) for CISs. security deposite can be

exempeted for bulk demand of 5 or more new connection by commercially

important customer. In case there is a default in payment is any a normal calling

pattern is habitual delay in payment the requisite ARD can be levied.

Shifting of telephones

Shifts are of the following types:

Within the same exchange area from one exchange area to another exchange area

in Multi-exchange areas all India shift within same Telephone System at any time

with in the same exchange area. . application for shift be made in prescribed from

any type of transactions copy of registered deeds. SSI application for shift will

not be enterained unless the SSI certificates contains the new factory/accessories

in the new installation address. Shifting charges with effect from 24. 11. 2003 for

local as well All India shifting of fixed Telephone (before) has been abolished.

Voice Mail service

Short Message Send (SMS)

All India roaming

Call Confrencing

Call waiting and Call holding facility

Unified Messaging Service

Internet

Faxes

voice mail

GENERAL PACKET RADIO SERVICES

(GPRS)/WAP/MMS

On Mobile

GPRS ( General Packet Radio Service) offer high speed data services in GSM

network. It uses Packet Mode Technique to transfer data and provides

connectivity internet. Users will be able to browse internet using handset

supporting internet browsing. Using GPRS you can download in your mobile the

following:

Polyphonic ring tones

MP3 tones

Wallpapers

Video

Animations

RESEARCH

PROBLEM

The project assigned to me was “comparative study of BSNL in Bareilly

It was a very interesting project, which providers me the opportunity to

developed my marketing skills

I had to find out following:

1) What services, with what features today customers wants from its services

providers, and also with what price tags.

2) What BSNL need to offer to its customer, so as to gain its share.

3) What feature in our value vouchers can provides BSNL an edge over its

customer

OBJECTIVE OF

STUDY

OBJECTIVE OF STUDY

Analysis of customer Prefence with respect to BSNL networks and BSNL.

To study of the age of the user with respect to BSNL networks.

To study bill adjustment of BSNL.

To study the satisfaction level of bill clarifiation in comparison of BSNL.

To study the attitude of customer care staff towards BSNL.

It is very important to set objective clear before conduting research. if the

objective are clear than Dthe research may become waste and disadvantage

for whom it is conducted.

To make the goals very clear, were chosen the following objective:

1) Determining the percentage of awareness and users of BSNL

communication.

The objective of this research is increase the awareness of BSNL

communication.

2) Determine the brand value of BSNL mobile in market

how what people about BSNl in term of price rate. utility and Network

selections

3) Determining the percentage of Average Monthle Telecom spent by

users.

How much telecom spent by users in month. It is helpful for

determining the percentage of users which maximum spent in Month.

4) Determining the percentage of people who are interested to acquired

a BSNL Mobile Connection.

Many People are loyal acquire BSNL MOBILE, WLL and Mobile

connection

5) Determining the Brand value Of BSNL in Market.

How what people about BSNL in terms of price Rate utility and Network

Selections.

6) Determining the percentage of average Monthly connections spent by

users.

How much telecom spent by user in monyh. It is helpful for determining the

percentage of users which maximum spent in Month.

SWOT Analysis

SWOT Analysis

Strength:

Huge basket of product rage which is suitable to all age and income groups

Large pool of technically skilled manpower with in depth knowledge and

undertaking of market.

Well established training infrastructure & skilled faculties to take care of

technical experience.

Strong and well spread network.

Weakness:

Heavy management expenses and administrative cost.

All operating offices do not function as profit centre.

Poor retention percentage of tied up agents.

Vertical hierarchical reporting structure with many destinations and cadres

leading to power

Opportunities:

Competition will devlop a better understanding of consumer requirement

leading to more customized products apt for market place.

There will be only increase of efficiency and quality of service to

sonsumer but also there will be a wider choice of prices and there will be

increased productivity.

The introduction of advance selling techniques with international flavor

will direct the sector towards a high growth trajectory.

Threats:

Liberalization in this sector will cause market disorder.

The company is facing some threats from the existing private player in the

industry.

Competition will bring pressure on profits.

RESEARCH

METHODOLOGY

RESEARCH METHODOLOGY

Research Tools – Questionnaire method, personal interviews and observation

were the three techniques made to collect data for this study.

Area – Bareilly Region

Sampling Method – convenience

Sample Size – 150 ( equally divided in to Business men, servicemen & students.

)

Primary data – it has been collected by applying any of the given research tool,

which best suited that situation

Secondary Data – it has been collected through various magazines, ,

newspapers, websites as.

PREFERENCES:-

Drivers and inhibitors for mobile Growth in south asia, By K V Seshasayee

(Hinduja TMT), T V Ramachandran ( Director Genral COAI)

1) Press release by clint Wheelock, Director of In-Stat/MDR.

2) The Indian Telecom Services Performance Indicators Jan-Mar 2008’,

Telecom Regulartory Authority of India.

3) Study paper on Indicators for Telecome Growth’ 2005’, Telecom

Regulatory Authority of india.

4) Regulation on quality odf services of basic ans Cellular Mobile

Telephone Service 2008’, Telecome Regulatory Authority of India.

5) Study paper on Financial Analysis of Telecome Industry China and

India.

6) Press realese on growth of Telecom Market by Telecom Regulatory

Authority of India.

7) ‘Money-spinners All”, Business line, by Thomas K. Thomas.

8) Role of media vechiles, domain-b. com, Shubha Madhukar, 20 August

2005

9) Wooing Genration Next , rediff. com, Nandini Lakshman, June 12,

2005

10) Top advertisters hike ad spends in 2004, Business Line , Nithya

Subramanian, Feb 8. 2005.

11) Finacial Presentation H1 FY 2003-04, BSNL Industries Limited Oct

16, 2003.

12) Ringing in the rupees, The alternative Assets Network, V. G. Kulkarni.

DATA

PRESENTATION

AND ANALYSIS

According to the survey done on 150 customer mobile users. It was found 57% of

them were using BSNL connection and 43% of them using BSNL connection

Users.

After interacting with 150 million mobile user. It was found 57% customer are of

BSNL service users. so this is a segment which provides vast opportunity for

growth.

BSNL is India’s fastest growing cellular service. Approximately 11% of people

in India are using BSNL. They have brought GSM service.

BSNL Network User

28 %b user use BSNL network Post paid

72% user use BSNL networks Pre Paid

According to the survey done on 150 customer users. It was found that

65% of them were using prepaid services while only 35% of them

using postpaid service.

After the survey in BSNL done on 150 mobile users. It was found that

25% of the mobile for incoming call purpose.

About 25 % of mobile users mobile mainly for outgoing at night

increased price war has made mobile phone a luxuary gadget.

Customer perception about mobile phones has shifted from an

incoming device to an outgoing one.

FINDINGS

FINDINGS

BSNL is the fastest growing private company in the telecom sector of

the region & posing stiff competition to both the older players Cellone.

Cellone (BSNL) Is government company but at the same time facing

threats from the new & strong entrant.

No drought Prepaid is the first choice of customers because still.

Above 60% of the subscriber are using mobile as a secondary medium

to communication but the fact on the other hand is true that Postpaid

Connection are increasingly at a faster rate.

This is because the most attractive Tariff Rates & Schemes. And

BSNL is the leader in this section with lots & lots of schemes for each

kind of user.

BSNL enjoys a brand image (with over 4. 7 million subscriber), a

good and strong customer care cell, and the most attractive Schemes

(both in no. & weight- age).

SUGGESTION

SUGGESTION

Most of the people do not know that their BSNL bill could also be submitted on

NET. So tehere should be specific, Information written on the bill reaching their

home.

Customer care service should be enhanced. The surroundings there should be

quiet with no voices from the background its very difficult to talk & understand

as tha palace seems to be a fish market`. And the executive should talk to the

caller in the language he/she has reached I, e English or Hindi as told by the

computer when the number is dialed.

All the talks at customer care should be recorded and heard by company officials

at the end of the day and corrections. Update information & instruction for

improvement be given and recorded some where to know the efficiency of the

person.

Sim checking facility should be made available at each Franchisee.

Detailed Bill should always be given free of cost to subscriber.

BIBLIOGRAPHY

Bibliography

This information helped me in enhancing the affectivity of this presentation.

There are several sources which provided me the valuable information about

BSNL.

Information collect by these websites.

HYPERLINK “ttp://www. airtelworld. com

HYPERLINK “http://www. bsnl. in

HYPERLINK “http://www. relianceworld. com

HYPERLINK “http://www. answer. com

HYPERLINK “http://www. google. com

www. quickmba. com

Business today Magazines

Business outlook Magazines

Economic Times

Business Standard

Times of India

QUESTIONNAIRE

OUESTIONNAIRE

Q. 1 Which operator’s connection do you Use. ?

1) BSNL

2) RELIANCE

3) AIRTEL

4) OTHER

Q. 2 From how much time you are using it. ?

1) Than 6 Month

2) Than 1 Year

3) Than 2 Year

4) Than 3 Year

Q. 3 Which is the following service you are availing. ?

1) Postpaid

2) Prepaid

Q. 4 What is the satisfaction level of customer care staff’s attitude. ?

1) Satisfied

2) Dissatisfied

Q. 5 What is your basic requirement for mobile Phone. ?

1) Yes

2) No

Q. 6 What is your Basic requirement for mobile phone. ?

1) Only the incoming calls

2) Only for outgoing calls

3) For outgoing calls in night

4) More SMS

Q. 7 Do you know about value Voucher. ?

1) Yes

2) No

Q. 8 Do you know about VAS. ?

1) Yes

2) No

Q. 9 Which of the following VAS. ?

1) Hello Tunes

2) Call Conference

3) Ring Tone

4) Missed Call Alert

5) GPRS

Q. 10 Are you satisfied with BSNL and BSNL Services?

1) Yes

2) No