A MARKET SURVEY ON

A MARKET SURVEY OF CUSTOMER SATISFACTION LEVEL TOWARDS THE AIRTEL VS. VODAFONE SERVICES SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE BACHELOR OF BUSINESS ADMINISTRATION.

SUBMITTED BY
MANOJ KUMAR SAXENA BBA IV SEM. BAREILLY COLLEGE BAREILLY

UNDER GUIDANCE
MR.ALOK

BAREILLY COLLEGE BAREILLY

CERTIFICATE
Name . Department Date This is to certified that mr is a regular student of B.B.A IV SEM and he has completed the market survey report on the topic,

Under my supervision. It is certified that the whole market survey report is based on his individual efforts and the analysis is found up to mark. I therefore recommend that the market survey report preparer by the candidate be sent for evaluation. Faculty name. Name Department Date..

PREFACE
In this decade, the great soft major viz. AIRTEL and VODAFONE dominates over the entire world. Both the companies are giving cutthroat competition to each other. They have the basic motto of defeating its competitors by implementing best of their marketing strategies, carrying out good advertisement and distribution network.

To complete this project, I approached the entire area that comes under Bareilly I have also discussed the problems of various outlets with them which were common all over.

Acknowledgement

"Sometimes our light goes out But is blown into flame by another human being.
Each of us owes deepest thanks

To those who have rekindled this light"

No work is a single mans effort. Cooperation, guidance and coordination are required at various levels for the successful completion of a project.

I take this opportunity to express my gratitude to all those people who have been instrumental in successful completion of my project. I extend my sincere thanks to my faculty guide Mrs. Archana Sharma, who helped me in all possible ways and constantly encouraged me throughout my research. I also thank her for her valuable guidance and for being understanding and supportive comments and suggestions throughout my research.

All errors, if any, in the research are my sole responsibility.

I would also like to express my gratitude towards my parents and friends, who have always been my source of inspiration and motivation.

CONTENT
CERTIFICATE PREFACE ACKNOWLEDGEMENT CONTENTS INTRODUCTION
COMPANY PROFILE KNOWLEDGE ABOUT COMPANY OBJECTIVE OF THE SURVEY

RESEARCH METHODOLOGY
HYPOTHESIS COLLECTION OF DATA QUESTIONNAIER

DATA ANALYSIS AND INTERPRETATION FINDING AND SUGGESSION CONCLUSION BIBLIO GRAPHY APPENDIX

About Bharti Airtel Our Brand

Airtel was born free, a force unleashed into the market with a relentless and unwavering determination to succeed. A spirit charged with energy, creativity and a team driven ?to seize the day? with an ambition to become the most globally admired telecom service. Airtel, after just ten years, has risen to the pinnacle of achievement. As India's leading telecommunications company Airtel brand has played the role

as a major catalyst in India's reforms, contributing to its economic resurgence. Today we touch peoples lives with our Mobile services, Telemedia services, to connecting India's leading 1000+ corporates. We also connect Indians living in USA with our callhome service.

Our Vision & promise

By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses

We at Airtel always think in fresh and innovative ways about the needs of

our customers and how we want them to feel. We deliver what we promise

and go out of our way to delight the customer with a little bit more

AIRTEL BHARTI
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group, has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, India?s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU?s) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 94 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long

distance services to carriers. All these services are provided under the Airtel brand.

Corporate Responsibility at Bharti Airtel

Overview
At Bharti, CSR is a way of life. Each department and employee strives to be sensitive to the stakeholders and environment within their work context. Bharti encourages employees to take decisions and design business-linked processes that are sensitive to communities and environment.

Corporate Social Responsibility (CSR) in Bharti encompasses much more than only social outreach programs. It is an integral part of the way Bharti conducts its

business. The essence of Bharti?s commitment to Corporate Social Responsibility is embedded in the ?Corporate Values?, which stem from its deepest held beliefs. These Values are:

To be responsive to the needs of our customers

To trust and respect our employees

To continuously improve our services ? innovatively and expeditiously

To be transparent and sensitive in our dealings with all stakeholders

We encourage our employees to take decisions and design business processes, keeping in mind the following: Ethics, fairness and being correct Meeting and going beyond compliances and legal requirements Showing respect and sensitivity towards stakeholders and communities, and Nurturing the environment We practice our CSR beliefs and commitments through a three-pronged approach: Engaging with stakeholders Ensuring stakeholder sensitive policies and practices Undertaking programs for our employees, community and environment

Bharti Airtel sensitizes its employees towards CSR issues at various forums. We feel that it is important that each employee should understand the importance of environmental, social and economical aspects while taking business decisions. At Bharti, each employee is sensitized towards CSR issues and thus operations at the ground level are influenced. Such sensitization exercises have resulted in many socially and environmentally sensitive decisions on the ground. For example, Confidence Plan for hearing impaired people, covers noise-making DG sets at extra cost, investing in consumer awareness campaigns to ensure safe use of mobile are some examples of the above.

Employees
Overview
We believe that one of the most important drivers of growth and success for any organization is its people. At Bharti Airtel, our ?Mantra? for employee delight focuses on 5 Ps ? People, Pride, Passion, Processes and Performance. Bharti Airtel has been recognized among the Best Employers in the Country for two successive years ? being 14th in 2003 & jumping ahead of several other large conglomerates to an enviable position of the 2nd Best Employer in the Country in 2004. This is a clear demonstration & acknowledgement of the robust, progressive,

people as well as business aligned Human Resource practices, which the organization has developed and implemented remarkably in a very short span of time. Bharti Airtel follows an ?open door policy? to approach the management, which helps resolve issues with mutual agreements. We encourage people to stand up against any unfair treatment for which we have the Office of the Ombudsman, where employees can raise any issues regarding business and workplace conduct. Bharti ensures transparency through the various communication policies, strategies and plans. . Regular Employee Communication Forums provides a platform for the employees to raise issues that require resolution. Our leaders strongly believe in facilitating and initiating activities that help employees manage their health and well-being. Our focus always remains to redefine leadership; we develop leaders who enable performance and inspire their people to unleash their potential. Our people orientation reflects in our vision of being ?targeted by top talent?, and a key aspect of our business focus ?building a best-in-class leadership team that nurtures talent at every level.? Employee friendly HR policies have been put in place, which amply reflect the organization?s concern for its people. Some typical examples of these policies and practices include a family-day at office, half day leave for birthdays, gifts for anniversaries, compulsory 10 days off, festival celebration with family, no official meetings on weekends, five day weeks, concierge services, call center engagement programs etc. These ?care? policies and practices are applied across the organizational levels without any discrimination. From self-management workshops to aerobics sessions, yoga classes to provision

of relaxation/meditation rooms, we ensure that every employee keeps a check on his/her fitness. Tie-ups with leading health service organizations enable our employees to undertake periodical health check-ups depending upon their age. This facility is also extended to employee family members at discounted rates. The company provides Flexible Group Mediclaim insurance to all employees, covering all kinds of illnesses, accidents and hospital coverage for serious ailments. Apart from these specific engagements, we regularly organize health check up camps, eye check-up camps and stress management sessions. Some of our offices have opened gymnasiums/fitness facilities to ensure that the fitness fanatics do not have to worry about time constraints to remain fit. At many of our locations, we have hired psychologists who undertake personal counseling sessions for employees. Bharti Airtel offers a flexible compensation structure to its employees wherein the employees have the flexibility to structure their fixed component of their compensation according to their requirements within the ambit of legislation. Even a sweeper in the corporate office must understand that, if he does not keep the office clean, the visiting shareholders could question the company?s ability to manage a business if they cannot manage their premises well?

About Vodafone

Vodafone does not consider corporate responsibility (CR) as a mere philanthropic gesture or add-on. It is part of our core business (see our strategy). Our CR management mirrors the way we manage our business, with a global team of CR managers working across the business with a presence in each local operating company.

A key challenge in a company of approximately 71,000 employees is to embed CR at every level in every local operating company. Achieving this means communicating with employees and creating an organisational culture where the instinctive course of action is the responsible course of action, based on our Business Principles. Our approach to CR is to: Engage with stakeholders to understand their expectations Respond to stakeholders with our evolving CR targets and programmes Report progress back to our stakeholders. Understanding our stakeholders and their priorities We recognise that as our business evolves, new CR challenges emerge. We conduct extensive stakeholder engagement to identify the issues most material to our business and shape our strategy accordingly. Responding to stakeholders' expectations By listening to stakeholders and responding to their concerns, we have made significant progress in our CR programme.

We have collected over six million handsets for recycling and conducted more than 3,600 supplier CR assessments over the last four years. We are implementing our strategy to cut our CO2 emissions by 50% by 2020. Vodafone is leading industry initiatives to help parents protect their children from potential risks related to mobile phones. Our products and services are expanding access to communications to people in emerging markets and reducing preventable exclusion. See our performance and commitments. When we established our CR department eight years ago, we set out to be a recognised leader in CR. Vodafone has since then: been ranked third in a 2007 UK MORI survey asking NGOs and CR experts to name leading companies in CR topped a poll of the global CR community by Corporate Register to nominate the best CR report of 2007 won the ACCA award for best CR report in 2006 and for tax and public policy reporting in 2007 been consistently ranked among the top five companies in the Accountability Rating for the last three years continued to be included in the FTSE4Good and Dow Jones Sustainability Indices. Experts and stakeholders generally agree that Vodafone is leading the industry on specific issues such as child protection and improving access in emerging markets.

Reporting our progress back to stakeholders We monitor CR performance across the Group through robust internal reporting systems. We report our progress to stakeholders through this Group CR website and our annual printed CR Review. Twelve of our local operating companies also publish their own CR reports to respond to the concerns of local stakeholders. See more on our CR reporting. Our progress against targets is subject to external assurance. The performance pages of this site are assured by Deloitte & Touche LLP. See their assurance statement.

Message from the Chief Executive Officer

"At Vodafone, corporate responsibility plays a significant role in helping us achieve our global strategic objectives. We believe that if you want to achieve commercial success on a sustainable basis, you need to conduct business in a responsible way. Thats why our commercial strategies are designed with good CR practice in mind." Arun Sarin, Chief Executive Corporate Responsibility (CR) is now well accepted in society and its rare to find a business that does not support the principle of responsibility. I believe that designing corporate strategy in a responsible way is vital for ongoing commercial success and we therefore integrate CR into our strategy and activities on a daily basis. Vodafone has a global footprint that spans five continents including Europe, Asia, the US, Africa and Australasia. This window to the world allows us to constantly learn, innovate and anticipate key business trends. In our sector, we are focused on numerous opportunities such as emerging markets, mobile internet services and increased data usage. In each case, aligning the commercial

opportunity with our CR objectives will form an important part of our success. I would like to highlight how we are practicing this alignment in several areas including rural rollout, the mobile internet and the management of our climate impact. Bringing telecommunications and internet access to poor or un-connected communities in emerging economies, often in rural areas, improves quality of life and enables participation in economic activity. We invested in these communities as, from a CR perspective, it was the right thing to do and Governments mandated rural rollout as part of our license obligations. However, we often invested more than we were obliged to because we believed these communities also represented commercial opportunities if we designed and tailored our services specifically to their needs. Tailoring that meant smaller top up vouchers, innovative distribution models and the development of low cost handsets. Re-designing many of our services with these customers in mind was commercially viable and they are now helping to deliver like for like revenue growth of approximately 50% in India, 30% in Egypt and 20% in Romania. This is

both a commercial and CR winwin. As a company, growing a business on this scale could potentially have an adverse impact on the climate. So while serving these communities and generating strong revenue growth, we must ensure that there is not a detrimental impact to the environment as a consequence. I believe that we can grow our business while also contributing more favourably to the environment and, importantly, without imposing significant costs or constraints on our operations. We recently announced a new climate change commitment focusing on greener energy and improving our energy efficiency. My view is that when we can protect the environment and improve our companys efficiency, we are supporting the long-term sustainability of the business.

social & economic impact

We have conducted extensive research into the potential of mobile technology to improve peoples lives through our socio-economic impact (SIM) project. Extending access to communications in emerging markets offers the single

greatest opportunity for Vodafone to make a strong contribution to society. This is our most significant CR issue and forms a core part of our CR strategy. Access to mobile communications can bring a wide range of social and economic benefits. There are two key elements to our strategy on this issue: Bridging the digital divide by improving access for disadvantaged groups, particularly in emerging markets. Reducing preventable exclusion through accessible features and services for disabled and elderly people, and other customers who find it difficult to use mobile phones. See accessibility.

Mobile technology can also play an important role in responding to disaster situations we support emergency telecommunications in the aftermath of disasters through our Foundations. We have also conducted research into the use of mobile to improve the efficiency of healthcare services. In addition to the social and economic value of our mobile services, our business makes a direct contribution to the global economy through the wealth we

generate and the jobs we sustain directly and among our suppliers. We also contribute to society through our social investment.

Strategy
Our business strategy and our CR strategy are inseparable. Meeting societys needs creates enormous opportunities to grow our business. Expanding our business in emerging markets such as Africa and India is extending access to communications to people who rarely had the opportunity to use a phone before. And our responsible approach to issues like privacy and content builds trust and grows our customer base in mature markets.

CR strategy
Our vision for 2010 is to be one of the most trusted companies in the markets where we operate. Our five year CR strategy developed in 2005 and continually evolving is designed to help us realise this vision. It sets clear priorities to: Capture the potential of mobile to bring socio-economic value in both emerging

economies and developed markets, through broadening access to communications to all sections of society . Deliver progress against stakeholder expectations on the key areas of climate change, a safe and responsible internet experience, and sustainable products and services Ensure our operating standards are of a consistent and appropriate level across the Group. This strategy is based on our assessment of the key CR-related opportunities and risks for our business. These are prioritised through our issues management and risk assessment.

Our brand essence

Vodafone's brand essence is: Red: For the passion and spirit that drives us. Rock Solid: We are dependable and empathetic. People can trust us. Restless: We're always challenging ourselves to improve. A strong CR strategy is crucial to our Rock Solid brand essence. It also helps

us to live up to our values.

Our values
Our values (or Passions) describe the way Vodafone people are expected to behave within the business: Passion for customers: "Our customers have chosen to trust us. In return, we must strive to anticipate and understand their needs and delight them with our service." Passion for our people: "Outstanding people working together make Vodafone exceptionally successful." Passion for results: "We are action-oriented and driven by a desire to be the best." Passion for the world around us: "We will help the people of the world to have fuller lives - both through the services we provide and through the impact we have on the world around us."

VODAFONE Vs AIRTEL

Only Airtels GPRS service is good. Vodafone GPRS charges are highly unreasonable but when it comes to range & network vodafone is bang on target unlike Airtel whose network keeps on breaking specially in a local train. But the biggest negative point of Airtel is their pathetic customer care. The idiots sitting in their call center dont have basic mannerism to talk also when it comes to GPRS technical part they are simply clueless & please dont even think of connecting to their hindi customer service they suck big time as they cant answer anything beyond what is in front of their computer screen. Use airtel only for their GPRS service otherwise Vodafone.

Network Strength
This strength refers to how strong the signal are in city limits; or how clearly can one hear voice over phone. I can tell you Hutch is good in this. I have been using it for over a year and have never faced any difficulty. I have heard that initially Hutchs coverage not good (as compared to Airtel) but thats understandable... you have to give somebody time to grow and establish network. As of today, its as good as Airtel (Maybe Better! [:)])

Coverage
How far/deep is the coverage area outside City Limits, on highways, No of towns covered in a state, etc. I have heard that Airtel beats Hutch in all these areas. It might be correct as Hutch is relatively new and again, you gotta give it some time to grow. I am not concerned about its state wise coverage as I do not hail from KK and hence do not travel much outside Bangalore!

Staff Attitude
There was some survey carried by I-dont-give-a-damn-who that says 80% of customers switch to competitors because of Indifferent Staff Attitude. I would say my 100% vote goes to Hutch... they have real good and professional staff. They know what they are talking about and are polite; they listen to your problems and genuinely try to solve your problem. This is where Airtel lags. Its staff got an attitude problem and they are the most misinformed/ignorant/indifferent persons I have ever seen in my life. You might say its very difficult to get to customer care, theres always a long (online ) queue... but once you get thru your problem does get solved... unlike airtel I have interacted with customer care guys of both Airtel and Hutch... here are few instances: To take a new connection I initially went to Brigade Road Airtel showroom... usually it was crowded like anything... I was having a credit card so I was under the impression that

my local deposit would be waived off (which is a norm everywhere) but the Airtel guy arrogantly told that not so and I would have to pay 1500 up front + as I was living in company accommodation, my SIM cant be activated before the verification could be done + blah blah problems. Then I went to hutch shop just opposite the Airtel one... the care guy was friendly... He said no verification is required only a certificate from my employer would be enough (which I already had!) He waived off my local deposit, suggested me a scheme (which I wasnt aware of) wherein I would save Rs 1500 on my bills, activated my card in 1/2 hour. I was impressed. The other day I was being spammed by SMS by some one I was not aware of... spamming frequency was so high that I wasnt able to receive/make any calls. I called up care guys... she replied that though it wasnt their problem, still they could try to trace the spammer. She called back in 5 minutes saying that the number was with a service with whom they did not have any tie up so nothing could be done... also suggested me to disable SMS service for a while. I did the same and was relieved... but the flip side was that I could not receive any SMS! Anyways I had no other option. Any 2 days later, I reenabled my SMS to check... and was glad it had gone off... my life was back to normal. Around 3-4 days later someone higher up from Hutch called me to seek the status of my problem. She said that she was aware of my problem and they were trying their best to avoid future reoccurrence of the same thing. Man, I was pleased! Lately after IUC came in existence I was having lots of confusions and I every time I tried to call up customer care, I got a busy line tried for 3-4 days but couldnt get

through, I was getting irritated Then one fine day I got a SMS from Hutch guys saying that since I was having difficulty in calling up hutch care, a new hot line number was given to me now using it I can directly call up customer care guy in 5 seconds! Now thats what I call service :) I have had couple of ve experiences from Airtel guys but if I include them here it make this review too long and would make you runaway!

Technology (Value Added Services)

One can also choose a particular service depending on the extra features it provides. Hutch beats Airtel/spice/all-of-them-put-together easily. Its the only provider with MMS, GPRS, et cetra. For just 100 per month I could surf Net (unlimited) on my cell, check Mails (rediff, yahoo, etc), send unlimited number of MMS, download images or games (I have Sony Ericsson T310).

OBJECTIVE OF THE SURVEY

A study of present & potential various market of AIRTEL AND VODAFONE.

It has been based on a survey over the market and other behavior aspect.

The survey is also aimed at reviewing the competitiveness of various services by

airtel and vodafone.

 To find out the level of satisfaction regarding the services provided by airlet and

vodafone.

RESEARCH AND METHODOLOGY

The study is based on primary data and secondary data required for the study which was collected through structured questionnaire. The questionnaire was designed by keeping all the objectives of study in mind. In data collection two types of data are used, one is qualitative and another is quantitative.

SAMPLE SIZE:
Sample size is of eighty outlets.

SAMPLING TECHNIQUE:
Sampling technique is simple random sampling.

METHOD OF DETA COLLECTION:

Method of data collection is survey method. .

RESEACH INSTRUMENT:
Research instrument is questionnaire.

GRAPH
Which mobile services you own?

INTERPRETATION :

After the survey be have found mostly people are using airtel services.

Which plan you prefer?

Interpretation:
Mostly prefer prepaid plan.

Does offer free gift by mobile services provides affect your buying decision?

Interpretation:
Most of the people say yes.

Does your purchasing decision affected by the brand of the SERVICE?

Interpretation

Most of the people say yes.

For what purpose you buy the mobile phone?

INTERPRETATION

Most of the people use for business purpose.

Are you satisfy with airtel services?

Interpretation

Most of the people say it is SATISFACTORY.

INTERPRETATION
As my main objective was to find out the level of satisfaction of consumers regarding services provides by AIRTE AND VODAFONE .For this purpose the question was asked to find out the member of satisfied and unsatisfied customer. The promotion of satisfied and unsatisfied customers was analyzed so that special attention may be given to the unsatisfied customers for building long term relationship with them. When the level of satisfaction was judged regarding services provided by AIRTEL AND VODAFONE,70% customer were satisfied. Only a small percentages of 30% were unsatisfied. Therefore it is clear that majority of customer arte satisfied with services and response of AIRTEL SERVICES. They have a great faith in the AIRTEL only a small segment of customer are unsatisfied, therefore a special attention should be given to the unsatisfied consumer to make them brand loyal and also for building up good relationship with them.

FINDINGS
After the survey we found the satisfaction level of AIRTEL AND VODAFONE,
Most of the consumer go for the AIRTEL SERVICES because of its safe design. PEOPLE feel very comfort with this. PEOPLE like its very much, because of service technology. A very high segment of PEOPLE goes for the name and goodwill of the airtel.

SUGGESSION
The company should provide free service for at least five times for new .

The company must have a service station with in the city. Effort should be done for developing the concept of good relationship with consumers.
The price policy of the airtel is quite low as compare to other brand.

CONCLUSION

This survey was done to indentify various problem and level of identify various problems and level of satisfaction of consumer, so that efforts might done to satisfy them which would result in building long term relationship between the customer and company. Due to delivery in customer need and expectations, it become a different task to satisfy every customer, therefore to satisfy each and every customer the important of building relationship with them existed. For this purpose a number of questions were asked to find out behavior of customer. This research is also done to know the views of the customer towards the services and quality provided to them by airtel.

BIBLIOGRAPHY
I have used the following source for finding the data A. Research methodology C.R. Kothari

Literature from the web site www.google.co.in

www.airtelindia.com www.vodafone.com Authorized dealer in a city

QUESTIONNAIRE
PERSONAL PROFILE:
Name : ____________________________________________

Address

: ____________________________________________

Telephone No.

: ____________________________________________

E-Mail

: ____________________________________________

Age

:____________ Gender:_______________

Education [ ] Undergraduate [ ] Graduate [ ] Post graduate [ ] Professionally Qualified

Occupation

[ ] Businessman

[ ] Private Job

[ ] Government Official [ ] Any Other

Which mobile services you own?

[ ] Reliance [ ] VODAFONE

[ ]Airtel [ ] Other

Which plan you prefer?

[ ]Postpaid

[ ] Prepaid

Does offer free gift by mobile services provides affect your buying decision? [ ] Yes [ ] No

Does your purchasing decision affected by the brand of the SERVICE?

[ ] Yes

[ ]No

For what purpose you buy the mobile phone? [ ] Official [ ] Household [ ] Business [ ] Any Other

Which type of mobile services you make the best? [ ]Reliance [ ]VODAFONE [ ]Airtel [ ]Other

Which brand provides us most economic services ? [ ]Reliance [ ]VODAFONE [ ]Airtel [ ]Other

From where you collect the information regarding the mobile services? [ ]Newspaper [ ]Magazines [ ]Television [ ]Other

Any Suggession : ______________________________________ ______________________________________ ______________________________________