Customer Satisfaction Of Airtel

ACKNOWLEDGEMENT

I take this opportunity to express my profound gratitude and deep regards to my guide (name) for his exemplary guidance, monitoring and constant encouragement throughout the course of this project. The blessing, help and guidance given by (him/ her) time to time shall carry me a long way in the journey of life on which I am about to embark.

Last but not least, my sincere thanks to my parents and friends for their wholehearted support

and encouragement.

(Student name)

ContentCHAPTER PAGE NO

Chapter 1 : Introduction

Introduction to customer satisfaction Customer satisfaction measurement Improving Customer Satisfaction

Benefits and Challenges

Chapter 2 : Research methodology

Method of Research Need of Study Objective of study

Chapter 3: Airtel- Company profile

Chapter 4 : Product and services of Airtel

Chapter 5 : Swot analysis

Strength Weakness Threat Opportunities

Chapter 6 : Distribution procedure & sales force

Chapter 7: Product of Airtel , outlets catergroise & Target

Chapter 8: Data Analysis

Chapter 9: Conclusion

Finding Suggestions

Biblography

conclusion

CHAPTER -1INTRODUCTION

INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in Marketing. While it's often abbreviated as CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."[1] In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.[

It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers' expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability.... These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in 'absolute' terms.

Satisfaction is basically a psychological state it is a difficult thing to measure quantitatively .in other words there are no units of satisfaction that have been defined. The usual measures of customer satisfaction involves a survey instrument with a set of statements using aa liker techniques or scale the customers is asked to evaluate each statement and select from a scale who the customer agree or disagree with the statement.

CUSTOMER SATISFACTION MEASUREMENT

A basic and effective base line customer satisfaction survey program should focus on measuring customer perception of how will the company delivers on the critical success factors and dimensions of the business as defined by the customers:

For example

• Service promptness

• Courtesy of staff

• Responsiveness

• Understanding the customer problem etc.

The findings of the company performance should be analyzed both with all customers and by key segments of the customer population. The essential starting point for customer is

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute (TICSI) has released The International

Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on

delivering excellence in the management of customer service, whilst at the same time providing

recognition of success through a 3rd Party registration scheme. TICSS focuses an organization’s

attention on delivering increased customer satisfaction by helping the organization through a

Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes People,

Premises, Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which in turn

influences customer retention and customer loyalty.

Benefits and Challenges:

Surveys allow an organization to quickly capture vital information with relatively little

expense and effort. A primary advantage of this method is its directness: “the purpose is clear

and the responses straightforward.” Additionally, the information gathered by surveys can easily

be analyzed and used to identify trends over time. The public views consumer product polls and

pollsters in a generally positive manner compared to political and other polls. One study found

that at least sixty percent of the public feels that market research about products and services has

a positive impact on society. Seventy percent consider the people who conduct such surveys to

have positive impacts on society.

A major disadvantage of customer surveys is that the responses may be influenced by the

measurement itself through various forms of bias. For example, most surveys are voluntary, and

some researchers have found differences between survey respondents and non-respondents.

People who respond to surveys answer questions differently than those who do not respond, and

late responders answer differently than early responders.

CHAPTER 2

RESEARCH METHODOLOGY

METHOD OF RESEARCH

Survey method:

A Survey is a complete operation, which requires some technical knowledge Survey

methods are mostly personal in character. Surveys are best suited for getting primary data. the

research obtains information from the respondents by interviewing them.

Sampling: It is not always necessary to collect data from whole universe4. A small

representative sample may serve the purpose. A sample means a small group taken in a large lot.

This small group taken in a large lot .This small group should be emanative cross section and

really “representative” in character. This selection process in calls sampling.

Sample size: Samples are devices for learning about large masses by observing a few

individuals. The selected sample is 100.

Methods of Sampling

Random sample method:

The method adop0ted here is random sampling method. A Random sample is one

where each item in th3e universe has as an equal chance of known opportunity of being selected.

Research Instrument

Questionnaire:

A questionnaire is a carefully complied logical sequence of questr5ions directed to a

define objective. It is the outline of what information is required and the framework on which

the data is built upon. Questionnaire is commonly used in securing marker information that its

preparation deserves utmost skill and care.

Collection of data:

One of the important tools for conduction market research is that availability of necessary

and useful data. Date collection is more of an art than a science. The methods of marketing

research are in a way the methods of data collection. The sources of information fall under two

categories.

Internal sources:

Every company has to keep certain records such as accounts, reports etc. these records

provide sample information which an organization usually keeps collection in its working.

External sources:

When internal records are insufficient and required information is not available, the

organization will have to depend on external sources. Of data are.

a) Primary data:

The data collected for a purpose in original and for the first time is known as primary

data. The researches collect this data to study a particular problem.

Here the primary data is data collected through questionnaire by directly meeting the customers

b) Secondary Data:

The data, which is collected from the published sources i.e., not originally collected of

the first rime is called secondary data.

Here the secondary data is data collected from the company’s brochures, pamphlets,

catalogues and the website.

PRESENTATION OF THE DATA:

A schedule of 18 questions has been prepared to suit the objectives of the study. On the basis of convenient random sampling technique, the respondents have been

selected and information has been collected. The collected information has been classified, tabulated, analysis using mathematical

tools like percentages and interpretations have been drawn. After analysis, findings have been drawn and suggestions are offered

NEED OF THE STUDYThis project focuses mainly to know how important is the customer service for a business to exist

and to know about the marketing and management skills that are necessary in this present

scenario for any organization’s growth. This survey is mainly based on satisfaction levels of

Airtel customers. Feedback is taken from the customer on visiting the Airtel outlets about their

experience visiting to these outlets is collected by the help of questionnaires.

One of the major problems in an organisation is Customer Satisfaction. In the era of relationship

marketing customers feelings and his satisfaction derived from the service he is using plays a

very important role in an organisation. Being an oligopoly service sector the Telecom service

sector has a tough completion. Airtel faces tough completion from Vodafone, Idea and BSNL.

Airtel mainly focuses on sale of its services with a better customer service for increasing its

brand loyalty and having a good network with its customers for its success. For the betterment of

its service airtel service sector also takes feedback from its customers on visiting the showroom.

To be successful today’s companies must be dynamic, constantly evolving and adjusting to the

ever changing market conditions.

OBJECTIVE OF THE STUDY

1. To understand the awareness of Airtel products among consumers in the market.

2. To create interest as well as find out the potential new consumers

3. To analyze the consumers perception towards Airtel

4. To know the satisfaction level of consumers towards Airtel products and services.

5. To maximize consumers outlets through traditional channel that will increase the sales in future.

6. To create more numbers of Airtel subscribers.

CHAPTER :3

AIRTEL

Company profileBharti AirtelType: Public, Listed on BSE and NSEFounded: 1985Headquarters: New Delhi, IndiaKey people: Sunil Bharti Mittal (Chairman and CEO)Industry: TelecommunicationProducts: Mobile Network, Wireless, Landline, Broadband, Satellite TelevisionRevenue: $13,319 BillionProfit: $ 3,983billion (2010)Total assets: $15.527 billion (2010)Total equity: $9.491 billion (2010)Employees: 24,501 (December 2010) Parent: Bharti Enterprises (63.45%) SingTel (32.15%) Vodafone (4.4%)Website: www.airtel.in

Bharti Airtel Limited is a leading global telecommunications company that ranks amongst the top 4 mobile service providers globally, in terms of subscribers. The revenue from operations is INR 4,53,509* Mn and its net profit is INR 50,963* Mn. It employs over 15,563 people full time. In India, the Company offers products and services both for the end consumer as well as for businesses. The consumer business offers 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed DSL broadband, IPTV and Digital TV. The enterprise services include national & international long distance services to large enterprises, carriers and tower infrastructure services. In the rest of the geographies (i.e. Africa), it offers 2G and 3G wireless services and mobile commerce. Headquartered in New Delhi, India, the company has operations in 20 countries across Asia and Africa. Our network coverage extends to over 4,65,482 towns and villages in India. Our products are available at over 1.4 million retailers, and by end March 2013, we had over 271 million subscribers across operations in two continents. It is our vision that by 2015, Airtel will be the most loved brand, enriching the lives of millions across the world. Our corporate vision describes what we aim to do. Our values of AIR - “Alive, Inclusive and Respectful” - describe how

we intend to get there.

Alive

We are alive to the needs of our customers. We act with passion, energy and a 'can do' attitude to help our customers realise their dreams.

Inclusive

Airtel is for everyone — we champion diversity, recognizing the breadth and depth of the communities we service. We work with them, anticipating, adapting and delivering solutions that enrich their lives.

Respectful

We live the same lives as customers, sharing the same joys and the same pains. We never forget that they are why we exist. We act with humility, honesty and mutual respect.

Sunil Bharti Mittal founded the Bharti Group. In 1983, Mittal was in an

agreement with Germany's Siemens to manufacture push-button telephone models for the Indian

market. In 1986, Mittal incorporated Bharti Telecom Limited (BTL), and his company became

the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. By

the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first

cordless telephones. In 1992, Mittal won a bid to build a cellular phone network in Delhi. In

1995, Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in

Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises

acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra

Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the

company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and

the company was listed on Bombay Stock Exchange and National Stock Exchange of India. In

2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti

acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to

Andaman and Nicobar. This expansion allowed it to offer voice services all across India. In

2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel acquired

the African operations of the Kuwait-based Zain Telecom. In March 2012, Airtel launched a

mobile operation in Rwanda. 

Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in July

2004 becoming to the first operator in India to do so. The Airtel theme song, composed by A.R.

Rahman, was the most popular tune on that year.

During the 2009–10 financial year, Bharti negotiated for its strategic

partner Alcatel-Lucent to manage the network infrastructure for the tele-media business. On 31

May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for setting up

an Internet Protocolaccess network (mobile backhaul) across the country. This would help

consumers access internet at faster speed and high quality internet browsing on mobile handsets.

In May 2013, Bharti Infotel paid Rs 50,000 as compensation to a customer "for

unfair trade practices". The customer alleged that the company continued to aggressively demand

payment despite customer requests for disconnection of service.

Mobile Services

Airtel operates in all telecom circles of India. Airtel is the largest operator in

rural India, with 83.82 million subscribers as of April 2013. Airtel was the 6th most valued brand

according to an annual survey conducted by Brand Finance and The Economic Times in 2010.

3G

On 18 May 2010, the 3G spectrum auction was completed and Airtel paid the

Indian government  122.95 billion (US$1.9 billion) for spectrum in 13 circles, the most amount

spent by an operator in that auction. Airtel won 3G licences in 13 telecom circles of

India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (West),

Rajasthan,West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu &

Kashmir. Airtel also operates 3G services in Maharastra & Goa and Kolkata circles through an

agreement with Vodafone and in Gujarat through an agreement with Idea. This gives Airtel a 3G

presence in 15 out of 22 circles in India. Airtel is fined by DoT 3.50 billion for not stopping

offering 3G Services through Roaming Pacts outside its Licensed Zones in Seven Circles.

On 20 September 2010, Bharti Airtel said that it had given contracts to Ericsson

India, Nokia Siemens Networks (NSN) and Huawei Technologies to set up infrastructure for

providing 3G services in the country. These vendors would plan, design, deploy and maintain

3G–HSPA (third-generation, high-speed packet access) networks in 13 telecom circles where the

company had won 3G licences. While Airtel awarded network contracts for seven 3G circles to

Ericsson India, NSN would manage networks in three circles. Chinese telecom equipment

vendor Huawei Technologies was introduced as the third partner for three circles.

Airtel launched 3G services in Bangalore on 24 January 2011. On 27 January

2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On 27 July 2011, 3G

services were launched in Kerala's 3 largest cities – Kochi, Kozhikode and Thiruvananthapuram.

Airtel 3G services are available in 200 cities through its network and in 500

cities through intra-circle roaming arrangements with other operators. Airtel had about 5.4

million 3G customers of which 4 million are 3G data customers as of September 2012.

4G

On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum

auction in India ended. Airtel paid  33.1436 billion (US$520 million) for spectrum in 4

circles:Maharashtra and Goa, Karnataka, Punjab and Kolkata. The company was allocated

20 MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and

operated by ZTE in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens Networks in

Maharashtra and Goa. On 10 April 2012, Airtel launched 4G services through dongles and

modems using TD-LTE technology in Kolkata, becoming the first company in India to offer 4G

services. The Kolkata launch was followed by launches in Bangalore(7 May 2012), Pune (18

October 2012), and Chandigarh, Mohali and Panchkula(Tricity)(Airtel broadband authorized

Distributor in chandigarh) (25 March 2013). Airtel obtained 4G licences and spectrum in the

telecom circles of Delhi, Haryana, Kerala and Mumbai after acquiring Wireless Business

Services Private Limited, a joint venture founded by Qualcomm, which had won BWA spectrum

in those circles in the 4G spectrum auction. Airtel launched 4G services on mobile from

February 2014. The first city to get the service was Bangalore. Airtel had 100,000 4G subscribers

as of January 2014.

WiFiAirtel has plans to launch WiFi services, initially in Delhi NCR, Mumbai and

Bangalore. Users can use the service by finding a hotspot and selecting the 'airtel WiFi Zone'.

Airtel Money

Airtel has started a new mCommerce platform called Airtel Money in

collaboration with Infosys and SmartTrust (now Giesecke & Devrient). The platform was

launched on 5 April 2012, at Infosys' headquarters in Bangalore. Using Airtel Money, users can

transfer money, pay bills and perform other financial transactions directly on the mobile phone.

It has an all-India presence. Certain charges are levied per Airtel Money transaction.

CHAPTER-4PRODUCT & SERVICES OF AIRTEL

PRODUCT & SERVICES OFFERED BY AIRTEL 1. Airtel prepaid

2. Airtel postpaid

3. Airtel roaming

• Airtel National

• Airtel International

4. Long Distance

Bharti Airtel’s product and services portfolio includes mobile services, home phones, broadband, calling cards, DTH, IPTV, MPLS Services, satellite services, data transport solutions and conferencing services.

Airtel Prepaid

Airtel Prepaid, the Ready Cellular Card from Airtel comes from Bharti Enterprises, India's leading integrated telecom service provider. Going mobile with Airtel Prepaid is a new way of life. With a host of great features, also SIMple to use, Airtel Prepaid makes everything that you dreamt and believed, possible.

Airtel Postpaid

Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet SIMple new ways to communicate, just when you want to, not just through words but ideas, emotions and feelings. To give the unlimited freedom to reach out to your special people in your special way.

Airtel Roaming

AIRTEL’s Roaming service allows you to use your mobile phone to make or receive calls from almost anywhere in India and abroad.

airtel recognizes your accessibility needs. Keep in touch with your business partners, friends and loved ones through our extensive coverage of more than 400 roaming partners in over 200 destinations worldwide. You can be sure of enjoying the best coverage wherever you go. After all, home is just a phone call away. 

Airtel Roaming gives you two great options:

Airtel National - Enjoy roaming in India across 42 partners networks and over 750 cities.

Airtel International - Roam across international destinations, in nearly 119 countries including USA, Canada, UK etc. with 284 partner networks.

Long Distance

Experience complete freedom like never before with Airtel! Our National Long-Distance facility allows you to make long distance calls in India and Overseas from your cellular phone. This service is applicable to both Postpaid and Prepaid customers.

CHAPTER-5

Swot Analysis

Swot Analysis

Strengths

1. Bharti Airtel has more than 71 million customers. It is the largest cellular provider in India and also supplies broad band and telephone services- as well as many other telecommunication services to both domestic and cooperate customer.

2. Other stake holders in Bharti Airtel include Sony- Ericssion , Nokia , etc with whom they hold a strategic alliance. This means that the business has access to knowledge & technology from other parts of the Tele-communication world.

3. The company has covered the entire Indian nation with its network. This has under pinned its large and rising customer base.

Weakness

1. An often cited original weakness is that when the business was started by Sunil Bharti Mittal over 15 years ago, the business has little knowledge and experience of how a cellular telephone system actually work . So that start up business had to out source to industry experts in the field.

2. Until recently Airtel did not own its own towers, which was a particular strength of some of its competitors such as, Hutchison Essar towers are important if your company wishes to provide wide coverage nationally.

3. Outsourced Operations: Outsourcing operations helped Airtel in lowering its cost. But on the other hand, they are running the risk of being dependent on some other companies which may affect its operations.

4. Venturing into African operations: Although it’s been 4 years that Airtel has acquired Zain’s Africa business, but Airtel is still struggling to turn around the unit which was bought at a whoppy 9 billion dollars.

5. High Debt: With its acquisitions turning out to bad investment, and credit being high and margins being low, Airtel group is under high debt. Airtel does not have as deep pockets as Vodafone.

Threats

1. Government Regulatory Framework: With the auction of spectrum & change in the government policies on a regular basis, it is a potential threat to the stability & existence of this industry thereby affecting the players.

2. Competition: Price war in the home market and declining margins due to this is adversely affecting the overall business of the group.

3. MNP (Mobile number portability): MNP gives the customer independence to change the service provider while retaining the number and as Airtel charges are premium over other service providers, it can see slump in subscriber base in the next fiscal year with PAN India MNP applicable from May 3rd 2015.

Opportunities

1. Strategic Partnership: Partnering with smart phone companies is going to be a smart strategy as far as MNP (mobile number portability in India) is concerned. This will ensure fixed cash flows in the future and a higher customer base.

2. Market Development: With fierce competition in the telecom industry & shrinking margins, venturing out in new markets/developing economies will prove fruitful for the company.

3. VAS: VAS (Value Added services) is going to future of the telecommunication industry & by specializing itself in this vertical Airtel can differentiate itself in highly competitive market. With introduction of unique services, Airtel can avail higher margins.

4. Untapped geography of the current market: Although it is currently providing 3G & 4G services, but these services are limited to specific geographical locations. Expansion of these services to most of its regions will help the company get more margins and customers.

5. LTE: The whole wireless world is moving towards LTE (long term evolution or 4G). LTE for mobile broadband can be a good solution for India where fixed broadband penetration is otherwise low. Airtel has taken the lead with this version of LTE in 4 cities, but deployment needs to catch up pace. Despite a weak LTE ecosystem in India, Airtel should portray itself as the embracer of that technology. The company lacks nationwide 3G license with spectrum in 13 out of 22 telecom service areas. Airtel’s LTE network for mobile broadband is still confined to only 4 cities in India.

CHAPTER -6

DISTRIBUTION PROCEDURE &

SALES FORCE

AIRTEL DISTRIBUTION CHANNEL

DISTRIBUTION PROCEDURE & MARGINS:

In urban areas:

Airtel directly supply the product to the distributor in urban areas through territory manager. Territory manager distributes the product as per demand for individual distributor which is

scheduled as per the target for the territory. In urban areas the margin for the distributor is 1.3%

Distributors distributes the product to the FSEs’ . Their job is to supply those products to the retailers.

Airtel (company)

Urban Areas Rural Area

Distributor Rural Super

FSE

Retailer

Rural Distributor

FSE

Retailer

In rural areas:

Some procedure is followed in the rural areas but the distribution system is completely different from urban area and the margin is also different.

Companies’ supply system to the territory manager is same procedure as per urban areas. The products at first distributed to the RS (rural super). They have a margin of 0.75. Products are supplied from the RS to the RDs (Rural distributor). They have a margin of

1.1%. As per time urban system few FSB work under each RD and supply the precuts to the

individual retailers The retailer have the margin of 2.5% & 2.7%

So, from the above analysis and distribution channel system, the outcomes are:

1. The company is spending nearly 4% in Urban areas.2. In rural areas the company is spending a margin nearly 4.5%.

SALES: (the way Airtel sales designed)

Selection of sales force-

Selection of sales force

Sales managerControlling of sales force

Training of sales force

Motivating of sales force

They recruited separate department for sales and work of those employee is to get or generate more and more revenue for organization.

Training of Sales Force –After Recruitment they are trained their employee for effective working and in this training period they guided employee. How, when, where, what .and to whom we they can sale their product.

Motivating of sales force –If because of some reason any employee is not able to do their best performance in that case rather than any action they use motivation as a tool for increasing morale of that employee.

Controlling of sales Force –They also control the sales force because they know the importance of control system in organization. They are using these entire four step for decide their sales force and each step they are also Check they are doing right things or not and if they thing changes are needed than they revised whole process again. That’s why we can see the difference between Airtel sales growth and other challenger and follower.

CHAPTER – 5

PRODUCTS OF AIRTEL, OUTLET CATEGORIZE & TARGET SETTING

Products of Airtel

SIM (Security Identification Module)1. The base product of company, required for new subscriber. Now Airtel provides this SIM

with2. 64 kbmemory.3. The cost of SIM to company is Rs 40/- with life time option. The SIM is provided to the

company at free of cost which the retailer can sale at maximum Rs 100/- .

4. LAPU:5. A SIM is provided to retailers from the company at free of cost for providing easy

recharge service. Only regular retailers have this facility. This SIM has a memory of 128kb and specially designed for easy recharge purpose. A retailer has minimum 5 easy recharge customers per month, figuring this target the SIM will be automatically deactivated. This SIM has also Rs 300 talk time free Airtel to Airtel.

6. PRIMARY (The products those are supplied to the distributor from the company is said to be

7. Primary)8. SECONDARY (The products supplied to the Retailers from the Distributors through

FSEs is9. said to be Secondary)10. TERTIARY (Here the Retailer sold the products to the customers) Recharge voucher:11. In every 1000 rupees of easy recharge the retailer must have to keep 33% of paper

vouchers12. where the distributor has to keep 35%.13. Recharge vouchers are available at different costs from Rs 10/- on words and easy

recharges14. are available from Rs 30/- on words.15. Paper voucher is maximum available up to Rs 120/- where easy recharge is available up

to16. RS 10,000/-.

SIM activation procedure:

SIM is provided by the company to the distributor and the distributors’ supplies the SIM as per individual Retailers demand. The SIM initially is not activated, after any subscriber bought this SIM then the retailer uses a special procedure through its LAPU SIM to activate that SIM. But during recent scenario maximum retailers are supplying activated SIMs to the retailers that the new subscriber can easily use the new SIM without any delay in the service.To activate the SIM following procedure is followed

Step1: The retailer sends a SMS through the LAPU.

UN (space) Mobile Num to 59109

Step 2: This SMS reaches to 59109 (technical section) and then 3 new SMS comes inReturn one to Retailer, next one to FSE and the last one to the Distributor.

Step 3: Then the distributor send a new SMS.

After this the new SIM will be activated and will be ready to use.

UN (space) Mob Num to 59110

As now a day in the Bhubaneswar market the distributors are providing retailers activated SIMs. If any new person will subscribe to a new connection the retailer provides him the way to activate the SIM.

The new subscriber can only get this SIM after paying the cost of SIM, providing necessary and original documents required and after getting the confidence of the retailer that the provided documents are valid. After the new subscriber bought the SIM, 1st that person has to insert the SIM in the mobile phone and then has to call 123, (Airtel customer service number (toll free). Then the SIM will be automatically activated and will be ready to use.

Necessary Documents for New Subscription:1. The new subscriber must have to be an Indian citizen.2. He/ She has to give one latest his/her photo.3. Any valid document showing his nativity or residential proofs like Pass Port, DL, Voter ID, Home, electricity or phone bill(land line, BSNL preferred) etc.

Actions on Fake documents:1. If the documents are known to be fake or doubtful then the connection will be cutoff immediately.2. Legal action can be taken against the retailer or the distributor for this negligence.

How to check the authenticity of the SIM and the number at the distributor/retailer level: Sometimes the AEAF contains some error on the SIM number or mobile number. The retailer or the distributor can directly check the authenticity of this trough special Airtel service. They can do a SMS to know this. By using this service they can get the conformation on the SIM and mobile number at the basic level.

Seek (space) Mobile num/SIM num to 59300

CHAPTER-8

DATA ANALYSIS

DATA ANALYSIS

1. Various Types of Customers.

Types of Customers No of Customers

Employees 10

Students 25

Business 10

Others 5

Total 50

Table no. 1

Employees Students Business Others0

5

10

15

20

25

30

No of Customers

No of Customers

Figure no. 1

Interpretation: According to this survey out of 50 customers 10 percentage of customer are

employees, 25percentage of customers are students, 10 percentage of customer are businessmen

and remaining 5percentage of customers are others.

2. Different age groups using Airtel services.

Age Group No of Customers

10-25 years 22

25-35 10

35-50 10

50 above 8

Total 50

Table no. 2

10-25 years 25-35 35-50 50 above0

5

10

15

20

25

Figure 2

Interpretation:

According to this survey out 50 customers 22 percentage of customer’s are of 10-

25 age group, 10 percentage of customers are 25-35 age groups, 10 percentage of customer is 35-

50 age group and remaining 8 percentage of customers are above 50 years.

3. Kind of Services Customers are using.

Types of Customers No of Customers

Prepaid 30

Postpaid 20

Total 50

Table no. 3

Good Average0

5

10

15

20

25

30

No of Respondents

No of Respondents

Figure no. 3

Interpretation:

According to this survey out of 150 customers, 30 percentage of customer is prepaid network using customers and remaining 20 percentage of customers are postpaid network using customers.

4. Customers Appreciation.

Response about Airtel Connections No of Customers

Yes 30

No 20

Total 50

Table no. 4

Yes No0

5

10

15

20

25

30

35

No of Customers

No of Customers

Figure no. 4

Interpretation:

According to this survey out of 50 customers, most of the customers mean 30 percentage of

customers are like about Airtel providing all services.

5. Customer Satisfaction Levels.

Service Areas No of Customers

Network coverage 25

Customer care 10

Call charges 10

Offers and others 5

Total 50

Table no. 5

Network coverage

Customer care Call charges Offers and others

0

5

10

15

20

25

30

No of Customers

No of Customers

Figure no. 5

Interpretation:

Most of the people are like network coverage and their think Airtel network is the best network

compared to the other networks. Most of customers are bothering about the charges, offers and

others.

6. Problems faced by Customers.

Problem Facing

Areas

Customers

Having Problem

Customer Not

Having Problem

Total

Network coverage 20 30 50

Customer care 22 28 50

Offers& Others 30 20 50

Table no. 6

Network cov-erage

Customer care Offers& Others0

5

10

15

20

25

30

35

Customers Having ProblemCustomer Not Having Problem

Figure no. 6

Interpretation:

According to this survey out of 50 customers, only20 percentage of customers

having problems at network coverage, 22 percentage of customer’s having am problems at

customer care, 30 percentage of customers having problem at offers & others.

7. Customer Interactions.

Service Areas No of Customers

Visiting Airtel outlets 25

Calling customers care 20

Others 5

Total 50

Table no. 7

Visiting Airtel out-lets

Calling customers care

Others0

5

10

15

20

25

30

No of Customers

No of Customers

Figure no. 7

Interpretation:

Most of the customer’s interaction is convey their problems at visiting Airtel because

they are calling to customers care but they don’t solving their problem.

8. Response of the Airtel Executive.

Response No of Respondents

Good 27

Average 20

Poor 3

Total 50

Table no. 8

Good Average Poor0

5

10

15

20

25

30

No of Respondents

No of Respondents

Figure no. 8

Interpretation:

According to this survey most of the customers feeling good & average about

response of Airtel outlets and Airtel lobbies so they are satisfied to convey problems are opinions

to Airtel representatives.

9. Customers opinion on solving their problems immediately.

Opinions No of respondents

Yes 32

No 18

Total 50

Table no. 9

Yes No0

5

10

15

20

25

30

35

No of respondents

No of respondents

Figure no. 9

Interpretation:

According to this survey out of 50 customers, 32 percentage of people think the

executives at Airtel outlets, Airtel lobbies giving good response and they are solving customer

problems.

10. Awareness of Customers towards Value Added Services.

Customer Opinion No of Respondents

Yes 20

No 30

Total 50

Table no. 10

Yes No0

5

10

15

20

25

30

35

No of Respondents

No of Respondents

Figure no. 10

Interpretation:

According to this survey out of 50 customers, 20 percentage of customers aware about value

added services and reaming 30 percentage of the customers are not aware of value added

services.

11. Services Preferred.

Customer Preference No of Customers

Hello tunes 20

Updating news 15

Others 5

None 10

Total 50

Table no. 11

Hello tunes Updating news

Others None0

5

10

15

20

25

No of Customers

No of Customers

Figure no. 11

Interpretation:

According to this analysis out of 50 percentage ,10 percentage customers not willing to

use value added services and 20 percentage of the customers like hello tunes, 15 percentage of

the customers updating news and 5 percentage of customers like other value added services.

12. Modification of Services.

Customers Preference No of Customers

Yes 35

No 15

Total 50

Table no. 12

Yes No0

5

10

15

20

25

30

35

40

No of Customers

No of Customers

Figure no. 12

Interpretation:

According to this analysis out of 50 customers, more than 35percentage of customers want

modification of Airtel services and remaining 15 percentage of the customers don’t want any

modifications.

CHAPTER 9

CONCLUSION

FINDINGS: Most of the customers aren’t happy with the Executives.

Most of the customers are unhappy, as their problems are not being solved immediately.

Nearly 40percentage of the customers don’t feel good about the network coverage areas where

network coverage is poor.

Most of the of the churned-out customers are well satisfied with the good network of Airtel

but are not satisfied with the customer service provided in the Airtel showrooms.

Majority of the customers feel good about Airtel services and it has average rating on the case

of its customer provided in the Airtel showrooms.

The uneducated people think Airtel is the best Network because the brand name of the Airtel is

influence the small city customers.

Executives at Airtel lobbies and outlets unable to understand customers.

Now with 4g some are not happy because it’s too expensive

SUGGESTION: Care should be taken for efficient and timely response to the customer problems.

Outlet to the back office operations should be fast to solve the customer problems.

The executives shouldn’t talk on their mobiles while interacting to the customer to the customer

inside the Airtel showroom.

The executives should be given training on the aspects where they are lacking in (like a smile to

the customer, solving the queries at lease. making feel the customer comfortable, updating the

new Airtel product to all the customers).

BIBLOGRAPHY

QUESTIONAIRE

CUSTOMER SATISFACTION OF AIRTELName : _______________________________________________

Occupation : ___________________________ Gender: ____________

Address : _______________________________________________

Contact : _______________________________________________

1. Do you have a mobile phone?

(a) yes (b) No

2. Which operator service do you use ?

(a) Vodafone (b) Airtel (c) Idea (d) Reliance (e) others

3. Do you use any sim apart from Airtel ?

(a) yes (b) No

4. You use Airtel because of______________ .

(a) Brand image (b) Cheap rate ( (c) Value added Service

(d) Network Availability (e) Voice quality

5. Since how long you are using Airtel?

(a) Less than 6 months (b) More than a year (c) More than 5 years

6. Which of the following service do you use?

(a) Pre-paid (b) Post-paid

7. Are you satisfied with current service provider network coverage?

(a) Full satisfied (b) satisfied (c) Average (d) Unsatisfied (e) fully unsatisfied

8.What are the reasons for association with Airtel?

(a) Awareness of service provider (b) Friend Recommend (c) Retailer influenced

(d) Advertisement influenced (e) Other

9. Are you loyal to Airtel ?

(a) Continue with same company

(b) Continue with same company even if you are unsatisfied

(c) Change over to the other company

10. From the following circle the number according to the degree of your agreement

Statements Highly disagree

Disagree Neutral Agree Highly agree

1. The price of prepaid connection is affordable .

1 2 3 4 5

2. Airtel offers different prepaid packages that match your preference

1 2 3 4 5

3. you get clear sound quality when you talk over phone

1 2 3 4 5

4. How do you rate the quality of network in your area: (5) Excellent, (4) Very good, (3) Good, (2) Fair, (1) Poor

1 2 3 4 5

5. You often get bonus talktime/SMS from Airtel

1 2 3 4 5

6. Airtel recharge stores are conveniently located, therefore, you can easily top up credit whenever you required

1 2 3 4 5

7.You are pleased with Airtel internet service

1 2 3 4 5

8.Airtel makes aware its customers regarding new promotional offers through SMS. You like the Airtel’s messaging comm.

1 2 3 4 5

9. Customers managers are prompt to answer

1 2 3 4 5

10. After sales service are satisfactory. 1 2 3 4 5

11. You would recommend any of your friend to use Airtel.

1 2 3 4 5

12. If another operator comes up with the same offer, you would still be connected with Airtel.

1 2 3 4 5

• Any other opinion/suggestion that you want to write:_______________________________________________________________________________________________________________________________________________________