BILLING AND COLLECTION

Sr
No
1
2

Question
Billing of Airtel is easy to understand
I use Airtel for its billing simplicity

3
4
5
6

There are no hidden items in bill

Airtel managers explain the bill if required
Billing delivery at given address is prompt
Bill is raised sufficiently in advance to give reasonable

7
8
9

time for payment

Billing amount is communicate through SMS
Payment dates is communicated through SMS
Billing Cycle is customized as per customers

10
11

requirement
Billing collection facilities is satisfactory
Phone are not disconnect if bills are not paid in

12

reasonable time
Phone are not disconnected without informing the

13
14

customer
Airtel Executive visit the customer for collection of bill
Behavior of collection agent is good

Services

1 2 3 4 5

Sr

Questions

No
1
2
3
4
5

Complaints are attended promptly

Complaints are received through SMS
Feedback on complaint is given through SMS
It is easy to call Customer Care number
Customer Care Executives informs on phone about

6
7
8
9
10

complaints
I am satisfied with Airtel grievance redressal service
I am satisfied with Airtel services
I would like to switch to some other service provider
Advertising of Airtel service are authentic
I would like to stay with Airtel then to switch to other

11
12
13
14
15

service provider
Airtel keeps on improving its services
New services are informed promptly
Feature of Airtel are better than other service providers
Coverage of Airtel is satisfactory
Coverage of Airtel in cities and rural area are almost

16
17
18
19
20
21
22
23

same
Call are not dropped
SMSs are delivered promptly
I am aware of different Value Added Services
Value Added Services are affordable
Value Added Services make Airtel more popular
I used Airtel for its Value Added Services
Value Added Services are promptly informed
Changes in pricing of Value Added Services is promptly

24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40

informed
There are no hidden charges in Airtel
Prepaid services are reasonably charged
Validity time for prepaid services are reasonable
Prepaid services are more customer friendly
The talk time on recharge is reasonable
The SMS pack are user friendly
The Internet pack are user friendly
The MMS pack are user friendly
Higher the value, more is the proportion of talk time
Recharge facility is easily available
Recharge amount is quickly transferred
Recharge above 100 Rs is customized
Lower recharge is customized
I am a prepaid customer
I will stick to prepaid mobile
I will recommend prepaid models to others
Prepaid system is satisfactory

1 2 3 4 5

41

Prepaid system is better than post paid system

Value Added Services

Sr

Services

No
2
3
4
5
6
7

Short Message Services (SMS)

Multi Media Message Services (MMS)
GPRS/Internet
Mobile Office
Roaming
Call Conferencing
Airtel Live Portal
a. Download Ring Tone
b. Download Games
c. Download Wallpaper
d. Download Movie Videos
e. Download Movie Games
f. Download Animation
Value Added Services: Music Category
a. Easy Music- Hello Tunes
b. Airtel Radio
c. Airtel Night Radio
d. Song Cather ( Download song
while its playing on TV/Radio)
e. Talk2me (Listen to celebritys live

10

f.
Value
a.
b.
c.
d.
Value

talks)
Live Aarti
Added Services: Sports Category
Live Cricket
Football
ESPN Sports
Other Sports
Added Services: Infotainment

Service
a. Astrology
b. Latest Contests
c. Alert Services ( missed call, job

11

alert. News alert)

d. Devotional
e. Comedy Junction ( jokes and fun)
Value Added Services : Communities
Services
a. Airtel Messenger

Nev

Rare

Sometim

Ofte

Alwa

er

ly

es

ys

12

b.
c.
d.
e.
f.
Value

Mail
Airtel Blog
Friends Chat
Airtel Picture Post
Airtel Friend Locator
Added Services: M Commerce

Facility
a. Utility Bill Payment Electricity,
b.
c.
d.
e.
f.
g.
h.

Gas, Etc
Insurance Premium
Air Ticket
Movie Tickets
Recharges
Shopping
Donation
Pre/Post Paid bill payment

Direct To Home
Sr

Question

No
1
2
3

I use DTH system of Airtel

DTH system is reasonably priced
Transmission quality of DTH is

satisfactory
I would advice others to use Airtel

DTH
Sufficient channels are available on

Airtel DTH
Channels of DTH is of good quality

1 2 3 4 5

Outsourcing Model
Sr No
1
2

Questions
Outsourcing has increased Airtel efficiency
Due to outsourcing, Airtel is in position to give more time for

3
4
5
6
7
8
9
10

improvement of service
Outsourcing have given competitive advantage to Airtel
Outsourcing have improved quality of service
Outsourcing have improved profitability of Airtel
Outsourcing have increased outreach of Airtel
Outsourcing is a good business strategy
Outsourcing have reduced cost for Airtel
Outsourcing helps creation of new service
Outsourcing helps increase market share

1 2 3 4 5