AIRTEL CUSTOMER SATISFACTION

INTRODUCTION

Airtel was introduced in India in 1990.

It is a brand of telecommunication services and largest cellular service provider in India

3rd largest wireless operator in the world

By 2010 Airtel-the most admired brand in India

In this project we are trying to find out the customers level of satisfaction with the services provided by airtel.

The steps that we are going to follow in the whole process are as follows:-Problem definition.Research design.Field work.Data entry.

SYNOPSIS

Analysis of data.Report preparation.Suggestions.Conclusion.

We are concentrating on all the business lines of airtel.

SYNOPSIS Cont….

The over all objective of conducting this survey is to find out how customers feel about airtel and providing suggestions to the airtel dealers regarding how to improvise things to make airtel more effective.

objective

CUSTOMER SATISFACTION

Customer satisfaction in terms of :-Price

Connectivity

Offers

Cross products

Customer care

Online survey .Personal Interview.Distributing questionnaire.Field study.Market survey.

Types of survey

Airtel services

More than 85% of the users are satisfied with the airtel services.

Excellent 13

Good 21

Poor 3

Very poor 3

Excellent Good Poor Very Poor0

5

10

15

20

25

Series1Series2

CATEGORY MALES FEMALES

EXCELLENT 6 7

GOOD 11 10

POOR 1 2

VERY POOR 2 1

CUSTOMER SERVICES

Users are satisfied with the customer services.More than 80% of the users feel the customer services are satisfactory.

Excellent 14

Good 19

Poor 5

Very poor 2

Excellent Good Poor Very Poor02468

101214161820

Series1Series2

SIGNAL CONNECTIVITY

Signal connectivity provided by airtel is satisfactory to the customers.

According to statistics more than 75% of the users are happy with the connectivity of the service.

Excellent 16

Good 14

Poor 6

Very poor 4

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

Series1Series2

OFFERS,VALUE ADDED SERVICES

More than 75% are satisfied with the offers and value added services provided by airtel.

Excellent 13

Good 17

Poor 10

Very poor 0

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

18

Series1Series2

HANDSETS PROVIDED BY AIRTEL

Excellent 13

Good 16

Poor 8

Very poor 3

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

Series1Series2

TARIFF PLANS AND VOUCHERS

Tariff plans and vouchers available with airtel cover all the various segments of the society.

More than 85% of the users are satisfied with the plans and vouchers.

Excellent 13

Good 21

Poor 5

Very poor 1

Excellent Good Poor Very Poor0

5

10

15

20

25

Series1Series2

AVAILABILITY OF SIMS and RECHARGE COUPONS

68% of the customers are satisfied with the availability of Sims and Recharge coupons.

Excellent 15

Good 12

Poor 10

Very poor 3

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

Series1Series2

ROAMING SERVICES

68% of the people are satisfied with the roaming services provided by airtel.

Excellent 11Good 16Poor 7Very poor 6

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

Series1Series2

GPRS AND INTERNET

85% of the customers are satisfied with the GPRS and INTERNET facility provided by airtel.

Excellent 13

Good 21

Poor 3

Very poor 3

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

18

20

Series1Series2

AIRTEL COMPARE TO OTHERS

83% are satisfied with the Airtel compare to the others.

Excellent 18

Good 15

Poor 6

Very poor 1

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

18

Series1Series2

AIRTEL BROADBAND SERVICES

88% are satisfying with the broadband services provided by airtel.

Excellent 17

Good 18

Poor 4

Very poor 1

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

18

Series1Series2

CATEGORY STUDENTS OTHER USERS

EXCELLENT 11 7

GOOD 12 6

POOR 2 1

VERY POOR 1 0

AIRTEL DISH TV

75% are satisfied with AIRTEL DISH TV service.

Excellent 8

Good 22

Poor 8

Very poor 2

Excellent Good Poor Very Poor0

5

10

15

20

25

Series1Series2

CUSTOMER SATISFACTION AT SHOWROOMS

85% of customers are satisfied at showrooms.

Excellent 15

Good 19

Poor 5

Very poor 1

Excellent Good Poor Very Poor0

2

4

6

8

10

12

14

16

18

20

Series1Series2

SUGGESTING FOR FRIENDS AND FAMILY

85% are suggesting the Airtel family and friends.

Excellent 13

Good 21

Poor 3

Very poor 3

Once Twice Thrice Or more0

2

4

6

8

10

12

14

16

Series1Series2

FULL VALUE OF MONEY

YES 25

NO 15

YES NO0

5

10

15

20

25

Series1

CATEGORY MALE FEMALE

YES 13 12

NO 07 08

Pie diagram showing number of users

No. of FEMALES using Postpaid services15%

No. of FEMALES using Prepaid services35%

No. of MALES using Postpaid services15%

No. of MALES using Prepaid services35%

Chart Title

CATAGORY MALES FEMALES

POSTPAID CARD 6 6

PREPAID CARD 14 14

PIE DIAGRAM SHOWING Some fact about the survey

NUMBER OF MALES AND FEMALES

50%50%

Chart Title

Total No. of FemalesTotal No. of Males

NUMBER OF PREPAID AND POSTPAID CARD USERS

70%

30%

Chart Title

Total No. of Prepaid Card UsersTotal No. of Postpaid Card Users

The method we have used is online survey Survey is conducted for 40 customers (total sample size) 20 males and 20 females 28 prepaid and 12 postpaid

Customers Satisfaction :-

Airtel Services -80%

Customer Services-80%

Signal connectivity-75%

Offers and Value added Services-75%

Handsets provided by airtel-72%

Tarif plans and vochures-85%

Availability of sims and recharge coupons-68%

REPORT

Roaming services-68%

GPRS and Internet-85%

Airtel compared to others-83%

Airtel broadband services-88%

Airtel dish TV-75%

Customer satisfaction at showrooms-85%

Suggesting for friends and family -85%

Full value of money-62%

REPORT Cont…

Based on the analysis almost 74% people are happy with the services.Need to concentrate more on the tariff plans to attract students and corporate customers.According to the survey people still find difficulty in obtaining recharge coupons. Apart from the mobile services need to concentrate on other areas of business also.Extend their services in all parts .

SUGGESTion

The aim of the survey- Estimate the extent of satisfaction of airtel users with the quality of services provided by airtel.Satisfaction in terms of price, connectivity etc measured by means of survey.(online questionnaires).Sample size- 40.The find of the survey- the users consider most of the services provided by airtel as good or excellent.Availability of recharge coupons and aspect of value for money need tending to, for increased customer satisfaction.

CONCLUSION

THANK YOU