Copy of Project AIRTEL.doc

8/14/2019 Copy of Project AIRTEL.doc

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TABLE OF CONTENTS

Title Page 1 Bonafide Certificate 2

Declaration 3

Acknowledgement 4

Chapter 1 Industry and company profile

1.1 Industry rofile 1!

1.2 Comany rofile 13

"AI#T$% logo 14 "B&arati's (ision 1)

"B&arati's *ission 1+

1.2.1 ,etwork of AI#T$% 1+

1.2.2 AI#T$% -road-and 1

1.2.3 /rgani0ational structure 23

1.2.4 Promotional strategies 24

1.2.) AirTel Aroriating t&e (alue of eression 2)

1.2.+ *ilestone of Comany 2

1.2.5 Awards 32 Chapter 2 e!ie" of Literature

2.1 #e(iew of %iterature 34

2.16a7 w&at is customer satisfaction 34

2.16-7 w&y is it imortant 3)

2.2 /-8ecti(es 3+

2.3 %imitations 3

Chapter#$ esearch %ethodolo&y

3.1 #esearc& *et&odology 3

3.1 #esearc& Design 3

3.2 9amling Design:Tecues 4!


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3.3 Data collection met&ods 4!

3.4 9tatistical tools used 42

Chapter ' Analysis and Interpretation

4.1 Analysis and Interretation 42

4.1.1 Ta-le and c&art s&owing t&e oinion on signaling at

t&eir area

42

4.1.2 Ta-le and c&art s&owing t&e oinion on customer careser(ices

43

4.1.3 Ta-le and c&art s&owing t&e oinion on customer care

emloyee's resonse to customer's ;uestions

44

4.1.4 Ta-le and c&art s&owing w&et&er customers use

I,T$#,$T ser(ices

4)

4.1.) Ta-le and c&art s&owing oinion on I,T$#,$T

ser(ices

4+

4.1.+ Ta-le and c&art s&owing num-er of times customers

log into internet er day

45

4.1.5 Ta-le and c&art s&owing rating for internet seed 4

4.1. Ta-le and c&art s&owing *aimum rec&arge er

mont&

4

4.1. Ta-le and c&art s&owing w&et&er offers are used -y

customers

)!

4.1.1! Ta-le and c&art s&owing offers used -y customers )1

4.1.11 Ta-le and c&art s&owing oinion on offers used -y )2


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customers

4.1.12 Ta-le and c&art s&owing u to date wit& current offers )3

4.1.13 Ta-le and c&art s&owing w&et&er t&ey used ot&er

network Connection ot&er t&an AI#T$%

)4

4.1.14 Ta-le and c&art s&owing oinion on AI#T$%

comared to ot&er connection

))

Chapter#( Findin&s) Su&&estions * Conclusion

).1


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C-A.TE#1

IN/0ST * CO%.AN.OFILE

11 IN/0ST .OFILE3

Indian mo-ile tele&ony market is increasing day -y day and t&ere is more

To &aen wit& tec&nological u gradations occurring nearly e(ery day and

t&e e(er"increasing demand for easier and faster connecti(ity> t&e mo-ile

tele&ony market is eected to race a&ead?

India &as a fast"growing mo-ile ser(ices market wit& ecellent otential for

t&e future. @it& almost fi(e million su-scri-ers amassed in less t&an two

years of oeration> Indias growt& temo &as far eceeded t&at of numerous

ot&er markets> suc& as C&ina and T&ailand> w&ic& &a(e taken more t&an fi(e

years to reac& t&e figures India currently &olds. T&e num-er of mo-ile &one

su-scri-ers in t&e country would eceed )! million -y 2!!) and cross 3!!

million -y 2!1!> according to Cellular /erators Association of India

6C/AI7. According to recent strategic researc& -y Indian

Cellular 9er(ices *arket> suc& growt& rates can -e greatly attri-uted to t&e

drastically falling rice of mo-ile &andsets> wit& rice laying a fundamental

role in Indian su-scri-er re;uirements. 9u-scri-ers in certain regions can

ac;uire t&e &andset at almost no cost> t&anks to t&e mass"market stage t&ese

tec&nologies &a(e reac&ed internationally. T&e Indian consumer can -uy a

&andset for 1)! or less. T&is s&ould lead to increased su-scri-ers&i. T&is


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market is growing at an etremely fast ace and so is t&e cometition

-etween t&e mo-ile ser(ice ro(iders.

@it& t&e resence of a num-er of mo-ile tele&ony ser(ices ro(iders

including market leaders like Airtel> #eliance> Idea Cellular> Tata Indicom>

9ice Communications etc w&o are ro(iding eit&er of t&e two network

tec&nologies suc& as lo-al 9ystem for *o-ile Communications 69*7 and

Code Di(ision *ultile Access 6CD*A7. In cellular ser(ice t&ere are two

main cometing network tec&nologies lo-al 9ystem for *o-ile

Communications 69*7 and Code Di(ision *ultile Access 6CD*A7.

nderstanding t&e difference -etween 9* and CD*A will allow t&e user

to c&oose t&e refera-le network tec&nology for &is needs.

lo-al 9ystem for *o-ile Communications 69*7 is a new digital

tec&nology de(eloed -y t&e $uroean community to create a common

mo-ile standard around t&e world. It &els you ac&ie(e &ig&er sall caacity

and -etter seec& ;uality and one can en8oy crystal clear recetion on ones

mo-ile &one. It automatically sol(es t&e ro-lem of ea(esdroing on onescalls.

Code Di(ision *ultile Access 6CD*A7 descri-es a communication

c&annel access rincile t&at emloys sread sectrum tec&nology and a

secial coding sc&eme 6w&ere eac& transmitter is assigned a code7. It is a

sread sectrum signaling> since t&e modulated coded signal &as a muc&

&ig&er -andwidt& t&an t&e data -eing communicated. CD*A is t&e current

name for mo-ile tec&nology and is c&aracteri0ed -y &ig& caacity and small

cell radius. It &as -een used in many communication and na(igation

systems> including t&e lo-al Positioning 9ystem and t&e omnitracs satellite

system for transortation logistics.


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T&e Comany's wireless network runs on a 9* tec&nology.

T&e mo-ile tele&ony ser(ices ro(iders Airtel> Eodafone 6 &a(e -een cometing aggressi(ely for t&eir market s&are wit&

*T,%> Tata Indicom> #eliance and Idea Cellular entering into t&e foray>

t&is tussle &as only -ecome more toug&. @it& ma8or market s&are in t&e

&ands of t&e likes of #eliance> Airtel> Eodafone 6 Idea

Cellular t&e ot&ers &a(e -een finding it difficult to comete in t&e market.

T&e Telecom #egulatory Aut&ority /f India 6T#AI7 &as -een laying an

imortant role in keeing a watc& on t&ese eisting layers and -ringing new

en(ironment as well as olicies and reforms for t&ese *o-ile Tele&ony9er(ice Pro(iders and ermitting t&em to ro(ide mo-ile tele&ony ser(ices

including ermission to carry its own long distance traffic wit&in t&eir ser(ice area

wit&out seeking an additional license. T#AI's mission is to create and nurture

conditions for t&e growt& of telecommunications including -roadcasting and ca-le

ser(ices in t&e country in a manner and at a ace w&ic& will ena-le India to lay a

leading role in t&e emerging glo-al information society. T&e ser(ice ro(iders are

free to ro(ide> in its ser(ice area of oeration> all tyes of mo-ile ser(ices

including (oice and non"(oice messages> data ser(ices and PC/'s. T&e /erators

would -e re;uired to ay a one"time entry fee. T&e -asis for determining t&e entry

fee and t&e -asis for selection of additional oerators would -e recommended -y

t&e T#AI. Aart from t&e one time entry fee> oerators would also -e re;uired to

ay

license fee -ased on a re(enue s&are. It is roosed t&at t&e aroriate le(el

of entry fee and ercentage of re(enue s&are arrangement for different ser(ice

areas would -e recommended -y T#AI in a time"-ound manner. T&e

sectrum olicy &as also -een seen -y T#AI for awarding lo-al 9ystem for

*o-ile Communications 69*7 and Code Di(ision *ultile Access


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6CD*A7 licenses to t&e different oerators.


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12 Company .rofile

Telecom giant B&arti Airtel is t&e flags&i comany of B&arti $nterrises.

T&e -usinesses at B&arti Airtel &a(e -een structured into t&ree indi(idual

strategic -usiness units 69B's7

17 mo-ile ser(ices

27 -road-and and tele&one ser(ices 6BT7

37 enterrise ser(ices

T&e *o-ile ser(ices grou ro(ides 9* mo-ile ser(ices across India in 23

telecom circles> w&ile BT -usiness grou ro(ides -road-and tele&one

9er(ices in 4 cities. T&e $nterrise 9er(ices grou &as two su-"units Gcarriers 6long distance ser(ices7 and ser(ices to cororates. All t&ese

ser(ices are ro(ided under t&e AirTel-rand

Airtel comes to you from B&arti Tele"Eentures %imited " a art of t&e

-iggest ri(ate integrated telecom conglomerate> B&arti $nterrises. A

consortium of giants in t&e telecommunication -usiness. In its si years of

ursuit of greater customer satisfaction> AirTel &as redefined t&e -usiness

t&roug& marketing inno(ations> continuous tec&nological u gradation of t&e

network> introduction of new generation (alue added ser(ices and t&e

&ig&est standard of customer care.

B&arti is t&e leading cellular ser(ice ro(ider> wit& an all India footrint

co(ering all 23 telecom circles of t&e country. It &as o(er 2)million satisfied

customers.

Cellular tele&ony was introduced in India during t&e early 1!s. At t&at

time> t&ere were only two ma8or ri(ate layers>Bharti (Airtel) and Essar

(Essar) and -ot& t&ese comanies offered onlypost-paid services. Initially>

t&e cellular ser(ices market registered limited growt&.

*oreo(er> t&ese ser(ices were mostly restricted to t&e metros. /t&er factors


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suc& as lack of awareness among eole> lack of infrastructural facilities>

low standard of li(ing> and go(ernment regulations were also resonsi-le for

t&e slow growt& of cellular &one ser(ices in India.

Alt&oug& t&e cellular ser(ices market in India grew during t&e late 1!s 6as

t&e num-er of layers increased and tariffs and &andset rices came down

significantly7 t&e growt& was rat&er marginal. T&is was -ecause t&e cellular

ser(ice ro(iders offered only ost"aid cellular ser(ices> w&ic& were still

ercei(ed to -e (ery costly as comared to landline communications.

t&e ma8or cellular ser(ice ro(iders in India>

launc&ed re"aid cellular ser(ices in t&e late 1!s. T&e main urose of

t&ese ser(ices was to target customers from all sections of society 6unlike

ost"aid ser(ices> w&ic& were targeted only at t&e remium segment7.

The Airtel Lo&o

T&e Airtel logo is a strong> contemorary and confident sym-ol for a -rand

t&at is always a&ead of t&e rest. It is a secially drawn wordmark.

The Airtel Ima&e style

It incororates two solid> red rectangular forms w&ose counterform

creates an oen doorway.

The Airtel Typo&raphical style

T&e title case lettering wit& its caital A was deli-erately c&osen to

reinforce t&e -rands leaders&i osition. T&e red dot on t&e letterform I

cues Airtels focus on inno(ation.. T&e words $ress Hourself are (ery

muc& art of t&e -rand identity.

Board of /irectors

T&e -oard of directors of t&e Comany &as an otimum mi of eecuti(e and

non"eecuti(e directors> w&ic& consists of two eecuti(e and t&irteen noneecuti(e

directors.


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T&e C&airman and *anaging Director> *r. 9unil B&arti *ittal> is an

$ecuti(e Director and t&e num-er of Indeendent Directors on t&e Board is

)! of t&e total -oard strengt&. T&e indeendence of a director is

determined on t&e -asis t&at suc& director does not &a(e any material

ecuniary relations&i wit& t&e Comany> its romoters or its management>

w&ic& may affect t&e indeendence of t&e 8udgment of a Director.

T&e -oard mem-ers ossess re;uisite skills> eerience and eertise

re;uired to take decisions> w&ic& are in t&e -est interest of t&e Comany.

The composition of the Board is as under3

J 9unil B&arti *itta l

J #a8an B&arti *itta l

J Ak&il uta

J #akes& B&arti *itta l

J C&ua 9ock Koong

J ,. Kumar

J Kurt Fellstrom

J Donald Cameron

J Paul /9ulli(an

J Pulak C&andan Prasad

J Bas&ir A-dulla Currim8ee

J A8ay %a l

J Arun B&arat #am

J


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J Benc&marked -y more -usinesses

@e at Airtel always t&ink in fres& and inno(ati(e ways a-out t&e needs of

our customers and &ow we want t&em to feel. @e deli(er w&at we romise

and go out of our way to delig&t t&e customer wit& a little -it more

Bharti4s %ission

To -e glo-ally admired for telecom ser(ices t&at delig&t customers

@e will meet glo-al standards for telecom ser(ices t&at delig&t customers

t&roug&

L Customer 9er(ice !!! crores.

Internet infrastructure

/ur Internet -ack-one in(ol(es state of t&e art &ig&"end routers and switc&es as

maydeloyed on t&e -est networks across t&e world to offer you relia-le ser(ice of

unmatc&ed;uality. T&ree years -ack we &ad esta-lis&ed satellite -ased gateway for

internet access.


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T&is was t&e first gateway -y a ri(ate oerator. ,ow we &a(e esta-lis&ed our

fi-regateway on ,etwork i2i> first ri(ate su-marine ca-le owned -y us and

9ingTel.

Fi+ed line infrastructure

/ur &ig& ;uality fi-re"-ased> fied line networks in Del&i> Faryana> Tamil ,adu>

Karnataka> *ad&ya Prades& and C&a&attisgar& >intensi(ely co(ers t&e most

rominentcommercial and -usiness districts in t&e country. @e ro(ide t&e ower

of last mile fiedline network to -ring end"to"end (oice and data solutions.

Lon& distance infrastructure

/ur 2)>!!! km ad(anced fi-re"otic ca-le long distance network co(ers Indias to

2!!cities. And it owers t&e ser(ices of Indias leading ri(ate telecom ser(ice

ro(iders "cellular> fied line and internet t&roug& /ur %ong Distance 9er(ices.

Su,marine ca,le

@e &a(e artnered wit& 9ingTel to create t&e worlds largest su-marine

ca-le system" ,etwork i2i wit& .4 T-s caacity. T&is 32!! km undersea ca-le

structure stretc&es from C&ennai to 9ingaore and t&ereon to Tier"1 carriers on

9ingTels caacity on 15)>!!! km of ca-les. T&e &uge caacity on network i2i is

distri-uted locally in India t&roug& our 2)>!!! km of ad(anced fi-re"otic

domestic long distance -ack-one> ro(iding unrecedented caacity> seed

relia-ility.

Technolo&y

In no ot&er ser(ice or -usiness tec&nology is suc& a ma8or factor. 9ales and

marketing arefutile wit&out a sound tec&nological -ase. Fence we analy0e AirTel

on t&e -asis of t&isarameter.

Tec&nological facets in cellular ser(ices are elained and t&e le(el of eertise of

-ot&layers stated.


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Call set up time

T&is is t&e time t&at it takes a user to get connected after t&e comletion of t&e

dialingrocess.

Presently "3! seconds is considered normal set"u time.

AirTels' call set u time is generally wit&in t&is range.

Capacity Call con&estion

T&is is t&e ;uality of getting calls t&roug& e(en in &ig& user density areas.

AirTel ro(ides -etter customer satisfaction.

T&is will ena-le t&em to increase t&eir customer -ase leading to increased re(enues

int&e future.Eoice =uality and Co(erage

It is t&e clarity of transmission. In city centers t&is ;uality is not difficult to

maintain.Fowe(er it -ecomes (ery imortant w&en t&e transmission is -eing

directed to or fromunder ground locations> from -e&ind tall -uilding and structures>

narrow and congestedcity interiors.

AirTel ro(ides -etter ;uality in t&e a-o(e mentioned. T&e reason for t&is is t&e

-etterinfrastructure and tec&nology.

122 AITEL BOA/BAN/

B&arti Tele(entures is t&e fied line oerator -usiness of Airtel. In t&e recent

-randing eercise> all t&e ser(ices &a(e -een offered under t&e Airtel -rand. Data is

t&e net dri(er for growt&. T&is is clear to t&e oerators w&o &a(e -elatedly

reali0ed t&e imlications for &a(ing a ie in all t&e segments of

telecommunications. Fence B&arti (entured in t&e -road-and market.

Fowe(er> t&e main contention in t&e -road-and market is t&e rice offering w&ic&

includes t&e -andwidt& costs as well as t&e cost of laying down t&e coer wire.

Tyically> in t&e mentality of t&e rofit making eercise> Airtel &as so far focused

only in t&ose areas w&ere it ercei(es t&at a &uge market is resent. Fowe(er> I


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still &old t&at t&eir t&rust s&ould -e in smaller towns and cities w&ere B9,% would

ultimately usur t&eir otential customer -ase. It seems t&at t&eir fancily aid

*BAs &a(en't really understood t&e success of B9,% w&o focused on t&e B and C

class cities w&ere it &as drawn unaralleled suort desite t&e lousy customer

eeriences. T&is is -ecause of t&e a-sence of any ot&er oerator.

T&e current offerings -y Airtel does not really ent&use a otential customer w&o is

looking at sustained data transfer. It is t&e classic case of &a(ing somet&ing -etter

t&an not&ing.

Add to t&e lousy customer care t&at Airtel is slowly erfecting> it is staffed wit&eole w&o usually land u in t&eir 8o-s wit& little idea of t&eir 8o- rofile. T&e so"

called Tec& engineers &a(e often -een una-le to &el a customer w&o is facing

issues wit& t&e connecti(ity.

Airtel Broad,and is po"ered ,y /SL technolo&y

D9% ro(ides -la0ing"fast> secure Internet access and can -e deli(ered to

-ot& &omes and to -usinesses. Deli(ered rig&t t&roug& a regular tele&one

line> data rates can (ary from 12K- to *- er second deending on t&e

tye and cost of t&e ser(ice.

Instant Access

Digital 9u-scri-er %ine 6D9%7 tec&nology ro(ides instant Internet and

network access at seeds u to )! times faster t&an a 2.K-s modem on a

standard analogue &one line. T&ere are no dial"u delays> no -usy signals.@&at used to take minutes or &ours to download> will now take 8ust seconds

or minutes.

E+perience %ultimedia

@it& D9% Internet 9er(ice you can download gra&ics"&ea(y files> large


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documents> software> &otos> email attac&ments> and more> instantly. Its

erfect for real"time interacti(e multimedia> -roadcast ;uality (ideo>

distance learning> and (ideo"on"demand. And -ecause D9% Internet 9er(ice

sends data and (oice o(er t&e same line> you can talk on t&e &one w&ile you

are online.

Ne!er 7ait8

Its also a ser(ice t&at you dont &a(e to dial into. Must turn on your PC> oen

a -rowser> and youre ready to surf. 6,o more &earing t&ose annoying -ees

and tones> t&en waiting to -e connected. Houre always connected w&ene(er

you wis& toN7. Beyond Internet access> D9% also &as t&e a-ility to carry

additional &one lines and entertainment ser(ices using t&e same air of

wires.

Fig&"seed Internet access t&roug& D9%> c&anges your Internet eerience

erceti-ly.

Ser!ices

Airtel -rings you a &ost of eciting features ranging from facilities like

/nline tests> In touc& and Eideo 9ur(eillance 9olutions to trou-le s&ooting

de(ices like> ,et $ert and @e- Mockey.

J 5ideo Sur!eillance SolutionsG Airtel allows you to control your

-usiness> 245. /-ser(e your office> ware&ouse> s&o and staff from your

PC> from anyw&ere and all t&e time.

J In touch 9 Airtel allows you to create and s&are your recious moments

wit& your lo(ed ones wit& In Touc&. It's a great way to reac& out to your

lo(ed ones w&o are far away.

J Net:pert #,etOert> India's first e(er automated Broad-and care

tec&nology w&ic& ro(ides immediate solutions for Internet connecti(ity

related ro-lems.


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J Online Tests # Airtel Broad-and 9er(ices and TCH /nline offer you

online cometiti(e tests for #$> *AT> 9AT and *BA> from t&e

comfort of your &ome.

J 7iFi # 7ifi is a wireless tec&nology -rand -y t&e @ifii Alliance t&at

gi(es you a &ost of fantastic ad(antages ranging from relia-ility to

security. T&e simle installation rocedure gi(es you access to

unsurassed erformance instantly.

7ireless Internet

7ireless Internet includes3

1. Data Card

2. s- *odem

/ata Card

Airtel Data Card is t&e suerior PC Data Card solution w&ic& deli(ers

wireless internet caa-ilities to latos and note-ooks> -y ro(iding $D$

and P#9 tec&nologies in a single PC Card ackage.

/n an $D$ network> Airtel Data Card ena-les connection to t&e Internetusing $P#9. In areas w&ere $D$ ser(ices are not a(aila-le> t&e Airtel

Data Card still ena-les relia-le and secure data connections o(er P#9.

Airtel Data Card oens u t&e true world of wireless internet and is an ideal

comanion for a mo-ile rofessional> ena-ling Internet> $mail> and /ffice

alications wit& real"time secure EP, access to cororate alications

w&ilst on t&e mo(e.

Anytime> Anyw&ere Connecti(ityN

Features

J =uad"-and radio card suita-le for use on $#P9:P#9:9* networks

worldwide PTC#B comliant.


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J Comati-le wit& most note-ooks ro(iding a Tye II PC"Card slot and

utili0ing *icrosoft @indows /erating 9ystems.

J 9uorts IP9ec client software for end"to"end secure cororate data

ec&ange and sync&roni0ation o(er EP.

J,DI9 comati-le.

0s, %odem

Airtel 9B *odem is t&e suerior PC solution deli(ering wireless internet

caa-ility to latos and note-ooks -y ro(iding $D$ and P#9

tec&nologies in a single PC Card Package.

/n an $D$ network. Airtel 9B *odem ena-les connection to t&eInternet using $P#9. In areas w&ere $D$ ser(ices are not a(aila-le > t&e

Airtel 9B *odem ena-le relia-le secure data connections o(er P#9.

Airtel 9B *odem oens u t&e true world of mo-ile wireless internet and is t&e

ideal comanion for t&e mo-ile rofessional> ena-ling Internet and $mail w&ilst on

t&e mo(e.

Anytime" Anyw&ere Connecti(ityN

Features

J 9uita-le for use on $D$:P#9:9* networks.

J $D$ Class 12> P#9 Class 1!

J $ternal Antennae

J $T9IAT Command Interface

J Comati-le wit& @indows 2!!!> OP

J Data Interface 9B 2.!

J Data> Eoice> 9*9 P&one-ook

Benefits

T&is #emarka-le ser(ice (irtually con(erts t&e w&ole of India in @ireless


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&ot sot.

12$ O;ANI in t&e comany.

T&e comany's mo-ile network e;uiment artners include $ricsson and

,okia. In t&e case of t&e -road-and and tele&one ser(ices and enterrise

ser(ices 6carriers7> e;uiment suliers include 9iemens> ,ortel> Corning>

among ot&ers. T&e Comany also &as an information tec&nology alliance

wit& IB* for its grou"wide information tec&nology re;uirements and wit&

,ortel for call center tec&nology re;uirements. T&e call center oerations for

t&e mo-ile ser(ices &a(e -een outsourced to IB* Daks&> Findu8a T*T>

Teletec& *&asis.

Corporate ;o!ernance

B&arti Airtel %imited firmly -elie(es in t&e rinciles of Cororate

o(ernance and is committed to conduct its -usiness in a manner> w&ic&

will ensure sustaina-le> caital"efficient and long"term growt& t&ere-y

maimising (alue for its s&are&olders> customers> emloyees and society at

large. Comany's olicies are in line wit& Cororate o(ernance guidelines

rescri-ed under %isting Agreement:s wit& 9tock $c&anges and t&e

Comany ensures t&at (arious disclosures re;uirements are comlied in

letter and sirit' for effecti(e Cororate o(ernance.

During t&e financial year 2!!3"!4> your Comany was assigned &ig&est

o(ernance and Ealue Creation 6EC7 rating (i0. %e(el 1' rating -y

C#I9I%> w&ic& indicates t&at t&e comany's caa-ility wit& resect to

creating wealt& for all its stake&olders is t&e &ig&est> w&ile adoting sound


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Cororate o(ernance ractices.T&is rating was re"affirmed -y C#I9I% on

Aril 2!>2!!+

12'.O%OTIONAL STATE;

After t&e li-erali0ation of t&e Indian Telecom 9ector in 14> t&e Indian cellular

market witnessed a surge in cellular ser(ices. By 2!!)> t&ere were a total of 12

layers in t&e market wit& t&e fi(e ma8or layers -eing B&arti Tele"Eentures

%imited 6B&arti7> B&arat 9anc&ar ,igam %imited 6B9,%7> Futc&inson"$ssar

limited 6Futc&7> Idea Cellular limited 6Idea7 and #eliance India *o-ile 6#I*7

6#efer $&i-it I7.

All t&e layers ecet #I* offered ser(ices -ased on t&e lo-al 9ystem for

*o-ile 69*7 tec&nology. #I* ro(ided ser(ices -ased on Code Di(ision

*ultile Access 6CD*A7 tec&nology as well as 9*.

As cometition in t&e telecom arena intensified> ser(ice ro(iders took new

initiati(es to woo customers. Prominent among t&ese were " cele-rity

endorsements> loyalty rewards> discount couons> -usiness solutions and talk time

sc&emes. T&e most imortant consumer segments in t&e cellular industry were t&e

yout& segment and t&e -usiness class segment. T&e yout& segment was t&e largest

and fastest growing segment and was t&erefore targeted most &ea(ily -y cellular

ser(ice ro(iders.

B&arti Tele"Eentures adoted cele-rity endorsement as its c&ief romotional

strategy. By 2!!4 it emerged t&e unrecedented leader commanding t&e largestmarket s&are in t&e cellular ser(ice market. 6#efer $&i-it II7. Futc& imlemented

t&e cele-rity endorsement strategy artially> relying rimarily on its creati(e

ad(ertising for t&e romotion of its -rand. B9,%> on t&e ot&er &and> attracted t&e

consumer t&roug& its low cost sc&emes. Being a state owned layer> B9,% could


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co(er rural areas> and t&is &eled it increase its su-scri-er -ase. #eliance was

anot&er layer t&at cas&ed on its inno(ati(e romotional strategies> w&ic& included

cele-rity endorsements and attracti(e talk time sc&emes. Idea> relied &ea(ily on its

creati(e media ad(ertising sans cele-rities.

12( AirTel3 Appropriatin& the !alue of =e+pression=

/(er t&e last coule of years> t&e market &as grown considera-ly> wit& deeer

enetration and wider usage of (oice and data ser(ices> accomanied -y muc&

&ig&er cometiti(e intensity>Q Atul Bindal> c&ief marketing officer> B&arti

TeleEentures> eands on t&is. QIn t&is contet> differentiating merely on network>

co(erage and 9*9 is 8ust not enoug&. Hou need to go -eyond all t&e rational

identifiers " w&ic& are rere;uisites in any case " and connect at a deeer le(el. @e

needed a strong differentiator in an increasingly commoditi0ed and crowded

market. @e found t&is differentiator in a core &uman trut& t&at defines our

category " w&ic& is t&at t&ere are moments w&en you need to make your oint>

w&en you need to -e &eard. $ressing and communicating are er&as two of t&e

most -asic emotions. AirTel ena,les you to ma6e your point in the most

e+pressi!e "ay) anytime) any"here The campai&n is to"ards o"nin& this

throu&h =E+press yourself= 7e ,elie!e =E+press yourself= allo"s us to connect

at a deeper le!el and create a lonterm platform for the ,rand>

t&e c&allenge also lay in resenting a unified face to t&e consumer.

T&is assumes significance w&en (iewed in t&e lig&t of t&e comanys re" and ost"

aid communication> w&ic&> in t&e ast> &ad -een treated (ery differently. Brand

image> as a result> was -eing dri(en in two different dimensions. QBrand AirTel is

a category leader straddling comletely different market segments suc& as

consumer> -usiness and cororate> as well as different (oice> data and ayment


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latforms>Q says Bindal. Q$ress yourself ena-les t&e -rand to unify and connect

across t&e entire -ase of our eisting and rosecti(e customers.Q

/ne of t&e most o-(ious -enefits of owning a roerty suc& as candid eression

6and $ress yourself7 is t&e eansi(e nature of t&e t&oug&t. QT&e moment you

&a(e as -road a can(as as $ress yourself> it -ecomes easy for anyone working

on t&e -rand to come u wit& new ideas and eecutions. T&ats w&at makes a good

camaign idea>Q o-ser(es #ediffs Pras&ant od-ole> w&o> along wit& creati(e

artner Rar(an Patel> concei(ed t&e camaign. T&is is 8ust t&e ro(er-ial ti of t&e

ice-erg> Patel adds. Q@e will -e taking t&e idea forward in many different ways in

t&e fort&coming work>Q &e informs. Patel also credits &is creati(e team for

Qfles&ing out t&e ideaQ

In /cto-er 2!!2> *agic led t&e market> wit& 3! of t&e market s&are. B&arti

claimed t&at its strategies were one of t&e most am-itious eeriments e(er in t&e

Indian re"aid cellular tele&ony market. Fowe(er> gi(en t&e increasing

cometiti(e ressure> dou-ts were -eing eressed regarding t&e a-ility of B&artis

marketing initiati(es to &el *agic retain its *agic in t&e future

AirTel launches 5?E @5oice ?uality Enhancer for the first time in

ol6ata

Introducing E=$ 6Eoice =uality $n&ancer7 for t&e first time in Kolkata. E=$ is a

re(olutionary new system t&at sectrally reduces -ackground noise. It eliminates

acoustic ec&o> ad8usts seec& le(els in -ot& directions and does away wit& low or

distorted seec& so t&at e(ery word of yours can -e &eard clearly> w&ere(er you

may -e seaking from.


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T&e E=$ tec&nology &as -een sourced from Tella-s of 9A> world leaders in

Eoice =uality tec&nology. 9ome of t&e rominent 9* oerators using Tella-s

solution in t&e world are 9ingTel> Bell 9out&> Telstra> BT Cell etc. T&e Tella-s

noise reduction tec&nology remo(es &ig& -ackground noise from t&e wireless side

of t&e call t&us deli(ering near wireline clear call ;uality

on mo-ile &ones. T&e Tella-s 3!!! series of (oice";uality en&ancement ec&o

tec&nology also eliminates t&e comleity of acoustic ec&o generated -y digital

mo-iles and &ands free kits.

9o go a&ead. $ress yourself and feel t&e difference on Kolkatas only ,on"9to

2.) ,etwork

AITEL NE7S

B&arti Airtel inks 9D 4!! million network eansion contract wit&

,/KIA

B&arti Airtel limited =2 cas& rofit eceeds #s. 1>+!! crores> PBT crosses

#s. 1>!!! crores.

B&arti Airtel is amongst India's *ost Admired Knowledge enterrises in

2!!+.

9unil B&arti *ittal recei(es T&e Fonorary


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A-%AN T0NE COSSES AITEL4S E:CL0SI5IT BAIE

Cellular ser(ice ro(ider AirTel seems to &a(e &it t&e rig&t note wit& its new

commercial starring musician A # #a&man. T&e commercial w&ic& is currently on

air &as a -eat w&ic& also dou-les u as a ringtone w&ic& is ostensi-ly a(aila-le

only to AirTel users. But t&e interesting art is t&at t&e ringtone is -eing flaunted

not 8ust -y AirTel customers -ut -y customers of ri(al ser(ice ro(iders like BP%>

/range and Dol&in as wellN

S@e did eect t&e tune to catc& u -ut t&is &as really eceeded our eectations>

admits B&arti Cellular's c&ief marketing officer 6western region7 Pratik Pota./(erall> &e elains> it is a great ad(ertising roduct for AirTel and works like a

Swalking> talking -rand am-assador.

T&e ringtone w&ic& is also t&e 8ingle for AirTel's TE commercial> is ro(ing to -e

a otent ad(ertising tool for t&e comany. It is not (ery clear w&at t&is means for

t&e ot&er cellular oerators. Cellular users &a(e -een Sforwarding t&e tune to one

anot&er> w&ic& according to *r Pota> &as gi(en AirTel a c&ance to enter t&e Smind

of t&e user irresecti(e of w&ic& ser(ice &e ots for.

SIt gi(es t&e user a c&ance to go -ack to t&e AirTel roduct and acts as a strong

reminder medium> &e elains. *arketing rofessionals like 9amsika *arketing

Consultants' managing director Magdee Kaoor oint to t&e usage of an Saudio

cele-rity as somet&ing t&at is significant.

ST&e normal ractice is to ot for film stars and sortsmen rat&er t&an an audio

ersonality &e says.


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#i(als> t&oug& seemingly unfa0ed -y t&e &enomenon> seem to -e doing t&eir own

&omework on t&is -rand of ad(ertising. @&ile none of t&em commented on

AirTel's strategy and its imact on t&eir own su-scri-er -ase> one ad(ertising

rofessional working wit& a ri(al ser(ice ro(ider oines t&at t&e tune is

Stransient and not likely to &a(e any long term imact as a -rand -uilding tool.

Being t&e latest entrant in t&e *um-ai circle> AirTel &as &ad to find ways of

cutting t&roug& t&e clutter. 9ays *r Kaoor> AirTel will &a(e try to find ways to

attract new customers and con(ert t&e eisting ones. $laining t&at t&e usage of

an audio cele-rity was more Sstrategic t&an tactical> &e adds t&at non"AirTel users

will &a(e t&e AirTel S-rand eerience insite of not using t&e ser(ice.

@&ile *r Pota &ig&lig&ts t&e fact t&at t&e usage of t&e tune -y ot&er oerators

means Sfree ad(ertising for AirTel and t&e users &a(ing a ositi(e disosition

towards t&e roduct> t&e nature of reaction from cometition remains unclear.

SCometition will not do well to adot a knee 8erk reaction and will &a(e to come

out wit& ad(ertising t&at is well t&oug&t out elains *r Kaoor. Fe anticiates a

situation w&ere t&e new entrant 6AirTel7 will continue to -e more aggressi(e.

12 %ILESTONE OF CO%.AN

1 *o-ile &one oerator> B&arti Airtel> -ecame t&e first Indian telecom

comany to ser(e )! million customers last mont&> and is now t&e world's

tent& largest wireless carrier.

2 B&arti &as dou-led its user -ase in t&e ast 14 mont&s alone> and &oes to

reac& 1!! million su-scri-ers -y 2!1!> according to comany eecuti(es.


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3 S/ur net )! million will largely come from rural India as our lan is to reac&

)>2!! census towns and o(er fi(e lak& (illages> co(ering + er cent of t&e

Indian oulation> said B&arti Airtel resident and C$/> *ano8 Ko&li> at a

news conference t&is week.

4 B&arti Airtel> India's leading telecommunication ser(ices ro(ider> today

announced t&at it &ad crossed t&e )! million customer mark. @it& t&is> B&arti

Airtel &as ac&ie(ed t&e distinction of -ecoming t&e fastest ri(ate telecom

comany in world to ac&ie(e t&is landmark in a single country " wit&in 143

mont&s of start of oerations. T&e )! million customer -ase co(ers mo-ile as

well as -road-and tele&one customers.

) Commenting on t&is ma8or glo-al landmark> *r. Ak&il uta> Moint *anaging

Director> B&arti Airtel said> S@e are delig&ted to &a(e ac&ie(ed t&is ma8or

landmark> w&ic& uts B&arti Airtel amongst t&e to telecom comanies in t&e

world. It underlines t&e strengt& of our uni;ue -usiness model and our (ision

to ro(ide afforda-le ser(ices like lifetime reaid to customers across t&e

lengt& and -readt& of t&e country. I would like to t&ank our artners for

&a(ing s&ared our (ision. T&is milestone &ig&lig&ts t&e emergence of India as

one of t&e to telecom markets in t&e world and we are roud to &a(e -een at

t&e forefront of t&is growt&. oing forward> we -elie(e t&is growt& momentum

will remain intact and we are gearing towards t&e 1!! million customers

mark.

+ B&arti Airtel crossed t&e 1! million customer mark in ,o(em-er 2!!4. In Muly

last year> it crossed t&e 2) million customer mark.


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5 T&e comany added t&e net 2) million customers in 8ust 14 mont&s. T&is is

amongst t&e fastest rate of customer additions -y any telecom comany in t&e

world.

*r. *ano8 Ko&li> President C$/> B&arti Airtel added> ST&is is a (ery roud

moment for us and I would like to t&ank our )! million customers for

-elie(ing in Airtel. It is a tri-ute to our commitment to ro(ide -est"in"class

ser(ices to our customers and lead t&e market wit& eciting inno(ations. @e

are committed to create a world"class organi0ation and -enc&mark it wit& t&e

-est in t&e world. As t&e market gets ready for t&e net wa(e of growt&> we are

committed to eanding our telecom networks wider and deeer across t&e

country and artner India's growt& story.

In the mo,ile ,usiness> B&arti Airtel lans to make considera-le in(estments

in ,etwork eansion to esta-lis& resence in all census towns and o(er

)!!>!!! (illages across India -y 2!1!> t&ere-y co(ering ) of t&e country's

total oulation. T&e comany's strategic focus will -e on furt&er

strengt&ening t&e Airtel -rand t&roug& -est"in"class customer ser(ice> w&ic& is

-acked -y wide national distri-ution.

1! In the Enterprise ,usiness> B&arti Airtel will in(est su-stantially in t&e long

distance -usiness to ac&ie(e t&e scale of a glo-al carrier wit&in net 2"3 years.

It is also strengt&ening t&e cororate -usiness towards -ecoming a referred

managed ser(ices artner for t&e to 2!!! cororations. In Broad,and *Telephone SB0> B&arti Airtel will initiate large"scale deloyments of

-road-and network infrastructure in 4 towns> wit& a s&ar focus on t&e &ome

and 9*$ segments. It is readying to offer trile lay to its customers wit& t&e

launc& of its IPTE ser(ice.


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AirTel has ta6en the lead on many occasions It has ,een the first

To launc& Cellular ser(ice in Del&i on ,o(em-er> 1).

/erator to re(olutionali0e t&e concet of retailing wit& t&e

inauguration of AirTel Connect 6eclusi(e s&owrooms7in 1).

To eand its network wit& t&e installation for second mo-ile

switc&ing center in Aril> 15 and t&e first in Del&i to introduce t&e

Intelligent ,etwork Platform #,ational in 4!! cities

in India and Q9*A#T #/A*Q " International in o(er +! countries

and ) networks all o(er t&e world.

It is also t&e first comany to eort its roducts to t&e 9A.

12D A7A/S

B&arti airtel draws to &onors at t&e mis asia It ecellence awards 2!!+

B&arti airtel among t&e to 1! -est erforming Comanies in t&e world

according to Businessweek it 1!! list.

9unil -&arti mittal is t&e Sceo of t&e year at T&e frost and sulli(an asia

acific awards 2!!+ And -&arti airtel -ags Swireless ser(ice Pro(ider of t&e

year and Scometit(e ser(ice Pro(ider of t&e year.

B&arti tele"(entures is t&e S-est Indian Carrier at t&e telecom asia awards2!!+


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C-A.TE#2E5IE7 OF LITEAT0E

21 e!ie" of Literature

21@a "hat is customer satisfaction

Customer satisfaction refers to &ow satisfied customers are wit& t&e roducts or

ser(ices t&ey recei(e from a articular agency. T&e le(el of satisfaction is

determined not only -y t&e ;uality and tye of customer eerience -ut also -y t&e

customer's eectations.

Customer satisfaction is one of t&e main o-8ecti(es of any organi0ation. $(ery

organi0ation tries to know t&e customer satisfaction a-out t&eir roducts. 9o a

study on customer satisfaction &els t&e organi0ation as well as me to gain a (astknowledge o(er t&e real world tastes and references of customer

@&et&er t&e -uyer is satisfied after urc&ase deends on t&e offers erformance in

relation to t&e -uyer's eectations. In general satisfaction is a erson's feelings of

leasure or disaointment resulting from comaring a roducts ercei(ed

erformance in relation to &is or &er eectations.

As t&is definition makes clear> satisfaction is a function of ercei(ed erformance

and eectations. If t&e erformance falls s&ort of eectations> t&e customer is

dissatisfied. If t&e erformance matc&es t&e eectations> t&e customer is satisfied.


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If t&e erformance eceeds eectations> t&e customer is &ig&ly satisfied or

delig&ted.

*any comanies are aiming for &ig& satisfaction -ecause customers w&o are

8ust satisfied still find it easy to switc& w&en a -etter offer comes along. T&ose w&o

are &ig&ly satisfied are muc& less ready to switc&. Fig& satisfaction or delig&t

creates an emotional -ond wit& t&e -rand> not 8ust a rational reference. T&e result

is &ig& customer loyalty.

21@, 7hy is it important

T&ere are a num-er of reasons w&y customer satisfaction is imortant in

AI#T$%

*eeting t&e needs of t&e customer is t&e underlying rationale for t&e

eistence of community ser(ice organi0ations. Customers &a(e a rig&t

to ;uality ser(ices t&at deli(er outcomes.

/rgani0ations t&at stri(e -eyond minimum standards and eceed t&e

eectations of t&eir customers are likely to -e leaders in t&eir sector.

Customers are recogni0ed as key artners in s&aing ser(ice

de(eloment and assessing ;uality of ser(ice deli(ery.

T&e rocess for measuring customer satisfaction and o-taining feed-ack on

organi0ational erformance are (alua-le tools for ;uality and continuous ser(ice

imro(ement.


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22 O,ecti!es

T&e main urose and o-8ecti(e for t&is study is

To know w&et&er t&e signal is good in t&eir area

To find out if t&ey are satisfied and aware of t&e ser(ices and offers

ro(ided

To recommend measures for imro(ing t&e roduct

2$ Limitations

T&e study is restricted only to AI#T$%> C&ennai resondents.T&e (iew

of t&eir ot&er areas is not taken.


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C-A.TE#$

ESEAC-%ET-O/OLO;

$1 esearch %ethodolo&y3

*et&odology is a way to systematically sol(e t&e researc& ro-lem. It may

-e understand as a science of studying &ow researc& is done scientifically.

#esearc& *et&odology is a ste -y ste study of a ro-lem. P&ysical acti(ities

in(ol(ed in t&e study are

De(eloing t&e ;uestionnaire regarding t&e customer satisfaction of t&e

roduct

/timum resondents as a samle si0e are c&osen for t&e acti(ity to

resem-le t&e entire oulation.

et t&e ;uestionnaire filled -y t&e customers in t&e lace t&roug& inter(iew

or ersonal interaction.

Analysis of data on comuter wit& secial market researc& statistical

ackage called 9P99.

In t&is researc& ;uestionnaire is framed in suc& a way management wants to

know &ow t&e customers are taking t&ings t&at t&ey &ad done to t&em and to find

out t&e eectation of t&e customers t&us it will imact in olicy making of t&e

firm in t&e current fiscal year.


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Poulation for t&is researc& is set as costumers w&o are using AI#T$%

Sample sie3

T&e researc& was conducted in C&ennai wit& )! resondents.

$$/ata Collection %ethods3

Collection of data includes -ot& rimary and secondary data. T&e researc&er

&as collected -ot& of t&e a-o(e data. T&e data collected constitutes -ot& rimary

and secondary data.

.rimary data3

Primary datum are collected t&roug& o-ser(ation> direct communication wit&

resondent> and finally -y distri-uting ;uestionnaire to t&e emloyees using

#andom samling tecue t&e emloyees are selected to fill t&e ;uestionnaire.

Secondary /ata

9econdary datum is collected from t&e official record to o-tain information's

regarding t&e rate of a-senteeism and t&e (arious reasons for a-senteeism.

$' Statistical Tools 0sed

T&e main statistical tools used for t&e collection and analyses of data in t&is

Pro8ect are

U=uestionnaire

UBar Diagrams


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C-A.TE#'

ANALSIS *INTE.ETATION


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'1 Analysis * Interpretation3

T&e resonses of t&e customers are (alued in t&is analysis to find t&e

satistaction of t&e roduct. T&e ercentage analysis gi(es t&e ercentage of t&e

resondent's satisfaction wit& regards to t&e (arious comonents w&ic& dri(est&em to -uy t&e roduct

Ta,le No'113 Ta,le sho"in& the opinion on si&nalin& at their area


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Ta,le No'123 Ta,le sho"in& the opinion on customer care ser!ices


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Ta,le No'1$3 Ta,le sho"in& the opinion on customer care employee4s

response to customers Huestions


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Ta,le No'1'3 Ta,le sho"in& "hether customers use INTENET

ser!ices


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Ta,le No'1(3 Ta,le sho"in& opinion on INTENET ser!ices


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Ta,le No'13 Ta,le sho"in& num,er of times customers lo& into internet

.er day

Chart No'13 Chart sho"in& num,er of times customers lo& into internet

per day

Interpretation3

T&e ta-le s&ows t&at 3) of t&e customers are log into internet more t&an onceer day>1 twice er day> 12 once er day and t&e remaining 3) do not use

internet ser(ices

Ta,le No'1D3 Ta,le sho"in& ratin& for internet speed


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) 12

13 32

23

3

1! 2)

Total

Chart No'1D3 Chart sho"in& ratin& for internet speed

Interpretation3

T&e ta-le s&ows t&at 12 rated )"star> 32 rated 4"star> 23rated 3"star> using

2"star and t&e remaining 2)rated 1"star

Ta,le No'1J3 Ta,le sho"in& %a+imum rechar&e per month


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1!!"2!! 15 34

2!!"3!! 1+

3!!"4!! 1

4!!")!! ) 1!

A-o(e )!! ) 1!

Total )! 1!!

Chart No'1J3 Chart sho"in& %a+imum rechar&e per month

Interpretation3

T&e ta-le s&ows t&at 34 use 1!"1!!> 1+use 1!!"2!!> 1+ use 2!!"3!!> 1use 3!!"4!!> 1! use 4!!")!! and 1! use a-o(e )!!

Ta,le No'1K3 Ta,le sho"in& "hether offers are used ,y customers


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sed 3 5

,ot used 11 22

Total )! 1!!

Chart No'1K3 Chart sho"in& "hether offers are used ,y customers

Interpretation3

T&e ta-le s&ows t&at 5 of t&e resondent use offers w&ere as t&e remaining 22

doesn't use

Ta,le No'113 Ta,le sho"in& offers used ,y customers


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9TD call cutter 1! 2!

%ocal call cutter 11 22

I9D call cutter 2 4

*essage offer 2! 4!

9ongs ) 1!

/t&ers 2 4

Total )! 1!!

Chart No'113 Chart sho"in& offers used ,y customers

Interpretation3

T&e ta-le s&ows t&at 2! are using 9TD call cutter> 22 is using local call cutter>

4 is using I9D call cutter> 4! are using message offer> 1! are using songs

and t&e remaining 4 are using ot&er offers

Ta,le No'1113 Ta,le sho"in& opinion on offers used ,y customers


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to date 25 )4

,ot u to date 23 4+

Total )! 1!!

Chart No'1123 Chart sho"in& up to date "ith current offers

Interpretation3

T&e ta-le s&ows t&at )4 are u to date wit& offers and t&e remaining 4+ are not

u to date

Ta,le No'11$3 Ta,le sho"in& "hether they used other net"or6

Connection other than AITEL


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FIN/IN;S) S0;;ESSTIONS

* CONCL0SION(1 FIN/IN;S3

T&is c&ater deals wit& t&e ma8or findings of t&e study w&ic& are as follow

*ost eole fell t&at AI#T$% signal is good

/nly &alf of t&e eole are satisfied wit& t&e customer care ser(ices

3! of t&e eole are not satisfied wit& t&e customer care emloyees

resonse

*ore t&an &alf of t&e eole are satisfied wit& t&e Internet ser(ices

/nly (ery few eole say t&at Internet seed is &ig&

A (ery large num-er of eole get 1!!"2!! rec&arge er mont&

*ost eole were aware of t&e offers ro(ided and many of t&em are

using more t&an one offer> and most of t&em are satisfied wit& t&e

offers.

In t&e offers ro(ided> most of t&em are using message offer in

com-ination wit& ot&er offer

to &alf of t&e eole &ad used connections ot&er t&an AI#T$%

But most of t&e eole find t&at AI#T$% is -etter t&an ot&er network

(2 S0;;ESTIONS


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T&e main o-8ecti(e of e(ery analysis is to find w&et&er t&e customers are

satisfied wit& t&e ser(ices ro(ided. t&ey want it to -e as

seed as t&e landline modem

$(en t&oug& many eole are satisfied wit& t&e ,etwork range -ut

eole from remote areas of C&ennai want imro(ement in t&e

network connection

Customers suggested to imro(e t&e customer care ser(ices and t&eresonse gi(en -y t&e customer care emloyees s&ould -e imro(ed

9ome suggested t&at t&e dialer tune ser(ices s&ould -e increased

($ CONCL0SION3


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In t&e conclude note of my researc& I am confident to say t&at t&e study ga(e

an oortunity to analy0e (arious factors regarding customer satisfaction.

T&e samle si0e is (ery low so it is (ery difficult concluding it -y saying

t&at it is t&e (iew of w&ole oulation.

T&e time ro(ided for t&e researc& is less.

I &a(e understood &ow a researc& study is to -e conducted and reare a

comre&ensi(e reort. 9o on and so fort& t&e study &as gi(en me a lot of eosure

like meeting and talking wit& different eole.


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ANNE:0E

Questionnaire

AITEL ## C0STO%E SATISFACTION

1. ,ame

2. 9e


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/nce twice more not e(en once

11. #ate t&e internet seed

12. *aimum rec&arge er mont&

1!"1!! 1!!"2!! 2!!"3!! 3!!"4!! 4!!")!! A-o(e )!!

13. Are you using any offers

Hes ,o

If yes> mark t&e offers you are using now

9TD call cutter %ocal call cutter I9D call cutter

*essage offer 9ongs ot&ers

14. Are you satisfied wit& t&e offers

9atisfied ,ot satisfied ,e(er used

1). Are you udate wit& current offers Hes ,o

1+. Did you use any ot&er network connection ot&er t&an AI#T$%

Hes ,o

15. Do you feel AI#T$% is -etter t&an any ot&er connections

Better ,ot -etter

1.Any suggestionsVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV

VVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVVV




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BIBLIO;A.-

Bi,lio&raphy

7e, sites3

www.wikiedia.com

&tt::management&el.org:customer:satisfy.&tm

&tt::airtel-road-and.in:ws:wcm:connect:airtel.in:airtel.in:Fome

&tt::www.customersatisfaction.com:

&tt::www.markoswe-.com:www:airtel.in:

&tt::www.1!!!(entures.com:-usinessVguide:crosscuttings:customerVsatisfaction.

&tml
http://www.wikipedia.com/http://managementhelp.org/customer/satisfy.htmhttp://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Homehttp://www.customersatisfaction.com/http://www.markosweb.com/www/airtel.in/http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.htmlhttp://www.wikipedia.com/http://managementhelp.org/customer/satisfy.htmhttp://airtelbroadband.in/wps/wcm/connect/airtel.in/airtel.in/Homehttp://www.customersatisfaction.com/http://www.markosweb.com/www/airtel.in/http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.html

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