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PROJECT TITLE

COMPARATIVE ANALYSIS OF SALES AND DISTRIBUTION BETWEEN


VODAFONE AND AIRTEL

PROJECT GUIDE

Prof. MANINDER SINGH


Date of Submission
___/___/______
GROUP NO.
E 1137
GROUP MEMBERS
Abhishek Mishra
Anshul Bharsham
Naveen Rastogi
Rohit Yadav
Shailesh Yadav
Table of Content

1. Executive Summary
2. Acknowledgement
3. Methodology
4. Indian Telecom Market
5. Sector Outlook
6. Company Background
7. Distribution Network
8. Selection of Dealers
9. Service Network
10. Company Background(Hutch)
11. Distribution Network
12. Selection Of Dealers
13. Service Network
14. Questionnaires
15. Data analysis
Executive summary
This project aims to study the distribution channels, sales network and service
patterns of the telecom sector through an analytical and comparative study of tw
o
leading companies-Bharti Airtel Limited. & Vodafone Ltd. The project also tries
to bring out the shortcomings, if any, in the present system and thus recommends
suggestions to improve the same. The project also gives insights into the variou
s
financial terms, norms of the sales and service departments as per the guideline
s of
the telecom industry.
The project was designed after detailed discussion with the company officials on
three parameters i.e. distribution network, service network and sales functionin
g.
The project also includes the insights given by the dealers and officials of the
company.
Firstly, the project discusses the distribution network of the two companies and
the
functions carried out by the channel members. Bharti Airtel Limited being the
largest services provider in India definitely has a wider reach and more number
of
dealers than vodafone.
The project also covers the financial terms of the company with the dealers and
that of the dealers with the customers.
Secondly, the project discusses the sales functioning of the two companies, whic
h
includes aspects such as the hierarchy of the sales department prevalent in the
company; the responsibilities and functions of the sales force, their performanc
e
appraisal structure etc.
Finally the project covers the service network of the two companies which deals
with the after sale services and their effectiveness provided by both the compan
ies
and various complaints and queries are handled by them.
Acknowledgements
We are very thankful to the entire dealer, service, and sales network of Bharti
Airtel Limited and Vodafone Limited for their cooperation, without which
completion of this project would not have been possible.
We are extremely grateful to for sharing with us all the details of the project
and
providing us with valuable insights about sales, distribution & servicing functi
on.
We would like to thank them for the patience shown by them and being of such a
great help to all our queries.
We would also like to express our gratitude towards our professors Maninder
Singh, for giving us an opportunity to do this project on sales and distribution
and
for being the guiding light through the completion of this project.
Methodology
The objective of this project on sales and distribution is to do an analytical a
nd
comparative study of the sales, service and distribution function of two players
from the chosen business sector.
The business sector chosen for this purpose is the fast growing telecom sector,
and
the players chosen for study from this sector are:
Bharti Airtel Limited
Vodafone Limited
INFORMATION SOURCES
PRIMARY DATA SOURCES

.
VODAFONE, FRANCHISEE
.
VODAFONE AUTHORISED DEALERS
.
BHARTI AIRTEL LIMITED Territory Sales Manager
.
AIRTEL AUTHORISED DEALERS, FRANCHISEE

SECONDARY DATA SOURCES-


THE INTERNET
www.google.com
www.askjeeves.com
www.indiainfoline.com
www.snowcem.com
www.airtel.com
DATA COLLECTION TOOLS
Interviews & Discussions with the company officials, dealers and Sales people.
Questionnaires were used to record data.
LIMITATIONS:
It
was difficult to ask for time required for a detailed discussion on the
questionnaire & therefore several aspects of the questionnaire were answered
briefly.
The company officials did not divulge details about competitive sales policies,
strategies & certain financial terms with dealers as they find it to be a confid
ential
piece of information of the company.
Indian Telecom Market
SIZE

India is the fifth largest telecom services market in the world; $17.8 billion
revenues in FY 2005
Industry grew by about 36% in FY 2005 over FY 2004
The Indian telecom market size of over $8.3 billion is expected to treble
itself by year 2011-2012, according to Ernst & Young. "The Indian telecom
market size of over $8.3 billion is expected to treble itself by financial year
2012. Thus there is a significant opportunity for telecom players.
Telecom market has grown at about 25% p.a. over the last 5 years
Wireless segment subscriber base grew at 85% p.a.: fixed line segment at
about 10% p.a.
STRUCTURE

The Indian telecom market has both public and private sector companies
participating:
Public sector has over 60% market share, down from 90% in 2000
Private companies have added subscribers at a CAGR of 192% since 2000
Mobile operators have deployed both CDMA ( 16 million users) and GSM
(55 million users) wireless networks
Value added service features constitute 10% of revenue today (2 % in 2001)
POLICY

74% to 100% FDI permitted for various telecom services


FIPB approval required for foreign investment exceeding 49% in all telecom
services
100% FDI permitted in telecom equipment manufacturing
India has a telecom policy aims to encourage private and foreign
investment , Highlights are
An independent regulator the Telecom Regulatory Authority of India
(TRAI)
Revenue-share model for license issued by the Government for telecom
services in India. Unified access licenses are available for providing telecom
services on a pan-India basis
Planned opening up of National Long Distance (NLD), International Long
Distance (ILD) and other value added services.
COMPANY SERVICES INVESTOR
Cellula
r
Basi
c
NLD ILD
1.Bharti Televentures Yes Yes Yes Yes Vodafone,
Singapore Telecom,
Warburg Pincus
2.Reliance Infocomm Yes Yes Yes Yes Reliance Group
3.Tata Indicom Yes Yes Yes Yes Tata Group
4.BSNL Yes Yes Yes Government of India
5. Vodafone Yes Vodafone
Whampoa, Essar
Group
6. Idea Cellular Yes AT&T, Tata
Group,Birla Group
Note: NLD-National Long Distance
ILD-International Long Distance
Source: TRAI, DOT, TSMG Analysis
Sector Outlook
OUTLOOK

India expected to be among the fastest growing telecom markets in the


world
Projected growth of 30-40% p.a. to reach 250 million subscribers by
2009-2010
Over 3 million new users are added every month mostly in wireless
POTENTIAL
1. Favorable demographics and socio economic factors leading to high growth:
Growth of disposable income combined with changes in lifestyle
Increasing affordability-low tariffs, easy payments plans and handset
financing
Increased coverage and availability of mobile services
2. Investment opportunity of $22 billion across many years:
Telecom Devices and Software for Internet, Broadband and Direct To
Home Services. Set Top boxes, Gateway exchange, Modem, Mobile
handsets and consumer premise equipments, Gaming Devices, EPABX,
Telecom Software
Telecom Services for voice and data via a range of technologies
Applications and Content development ranging from gaming to education
Nokia, Electeq, Alcatel, LG, Ericsson are all investing in India.
SECONDARY DATA: www.dotindia.com, www.trai.gov.in
Company Background

Bharti Airtel
Bharti Airtel formerly known as Bharti Tele-Ventures Limited (BTVL) is
among India's largest mobile phone and Fixed Network operators. With
more than 60 million subscriptions as of 13th February 2008. It offers its
mobile services under the Airtel brand and is headed by Sunil Mittal. The
company also provides telephone services and Internet access over DSL in
14 circles. The company complements its mobile, broadband & telephone
services with national and international long distance services. The
company also has a submarine cable landing station at Chennai, which
connects the submarine cable connecting Chennai and Singapore. The
company provides reliable end-to-end data and enterprise services to the
corporate customers by leveraging its nationwide fiber optic backbone, last
mile connectivity in fixed-line and mobile circles, VSATs, ISP and
international bandwidth access through the gateways and landing station.
Airtel is the largest cellular service provider in India in terms of number of
subscribers. Bharti Airtel owns the Airtel brand and provides the following
services under the brand name Airtel: Mobile Services (using GSM
Technology), Broadband & Telephone Services (Fixed line, Internet
Connectivity(DSL) and Leased Line), Long Distance Services and
Enterprise Services (Telecommunications Consulting for corporates).
Leading international telecommunication companies such as Vodafone and
SingTel held partial stakes in Bharti Airtel.
In April 2006 Bharti Global Limited was awarded a telecommunications
licence in Jersey in the Channel Islands by the local telecommunications
regulator the JCRA. In September 2006 the Office of Utility Regulation in
Guernsey awarded Guernsey Airtel with a mobile telecommunications
licence. In May 2007 Jersey Airtel and Guernsey Airtel announced the
launch of a relationship with Vodafone for island mobile subscribers. In July
2007, Bharti Airtel signed an MoU with Nokia-Siemens for a 900 million
dollar expansion of its mobile and fixed network. In August 2007, the
company announced it will be launching a customized version of Google
search engine that will provide an 'array of services' to its broadband
customers.
In March 2008, Bharti Airtel will leverage the expertise of Singtel to roll out
third generation services in Sri Lanka. This is because Singapore-based
Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is
a major player in the 3G space as it has already third generation networks
in several markets across Asia
Recently Sunil Bharti's Airtel launched its calling card in America specially
for the NRI (Non-resident Indians) and people calling from America to India
at a cheaper rate as compared to the tariff offered by other providers.
On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTel
for US $1.6 billion; and purchased a controlling stake in rival Hutchison
Essar.
Bharti Airtel is one of India's leading private sector providers of
telecommunications services based on an aggregate of 59,627,937
customers as on January 31, 2008, consisting of 57,417,625 GSM mobile
and 2,210,312 broadband & telephone customers.
The businesses at Bharti Airtel have been structured into three individual
strategic business units (SBU s) -mobile services, telemedia services
(ATS) & enterprise services. The mobile services group provides GSM
mobile services across India in 23 telecom circles, while the ATS business
group provides broadband & telephone services in 94 cities. The enterprise
services group has two sub-units -carriers (long distance services) and
services to corporates. All these services are provided under the Airtel
brand.
Company shares are listed on The Stock Exchange, Mumbai (BSE) and
The National Stock Exchange of India Limited (NSE).
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 t
he
telecommunication sector. Bharti has recently forayed into retail business as Bh
arti
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 expor
t
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 c
ircles.
Bharti Airtel since its inception has been at the forefront of technology and ha
s
steered the course of the telecom sector in the country with its world class pro
ducts
and services. The businesses at Bharti Airtel have been structured into three
individual strategic business units (SBU s) -mobile services, broadband &
telephone services (B&T) & enterprise services. The mobile business provides
mobile & fixed wireless services using GSM technology across 23 telecom circles
while the B&T 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 servi
ces
are provided under the Airtel brand.
BUSINESS DIVISIONS

Bharti Airtel offers GSM mobile services in all The group offers high speed broa
dband internet
the 23-telecom circles of India and is the with a best in class network. With La
ndline
largest mobile service provider in the country, services in 94 cities we help yo
u stay in touch
based on the number of customers. with your friends & family and the world.

The group focuses on delivering


telecommunications services as an integrated
offering including mobile, broadband &
telephone, national and international long
distance and data connectivity services to
corporate, small and medium scale
enterprises.
The Company compliments its mobile and
broadband & telephone services with national
and international long distance services. It has
over 35,016 route kilometers of optic fiber on
its national long distance network. For
international connectivity to east, it has a
submarine cable landing station at. For
international connectivity to the west, the
Company is a member of the South East Asia-
Middle East-Western Europe 4 (SEA-MEWE-
4) consortiums along with 15 other global
telecom operators.
Distribution network
Channel structure, members and their selection
Airtel has a wide & effectively spread channel structure all over India. The
channel structure is simple and effective. Complications are kept out in order t
o
make the overall process very effective and efficient.
CHANNEL STRUCTURE
This channel structure of Airtel is a regional one.
TERRITOTY MANAGER
Distributors Distributors Distributors
Retailers
Tie up
Distributors
Alternate Channels
Tie ups Products
Brand/Store etc
The distributors include one who handle 1)Provisioning 2)Documents 3)Operation
back up 4)Field sales executives
Under these fall the retailers
Selection of channel members/dealers
Airtel follows a strict policy in selection of the dealers, and therefore it is
necessary
to fulfill the following pre- requisites to be eligible to become a dealer:
1) The dealers should have a sound financial background. The financial capabilit
y
of a dealer is solely depended on the discretion of the company officials.
2) The dealers should have a good market reputation, since the dealers help the
customers in forming the first impression a customer has about the company.
3) The dealer should have a good previous track record,i.e of timely payments, n
o
criminal background etc.
4)The dealers should have good market penetration. The companies ability to gain
maximum customers in this era of competition solely depends on the penetration
the dealers have in the market.
5)The last criterion of dealers selection for Airtel is the area the dealers cov
er.
This would include different geographical areas which are covered by a dealer.
RESPONSIBILITIES AND FUNCTIONS OF THE DEALERS
Airtel believes in Customer Loyalty and thus Airtel expects that their dealers
apart from selling paint products should perform the following functions for bet
ter
customer relations management:
1) Sales promotion through regular promotional schemes, road shows,
campaigns etc. the expenses incurred by the dealers is shared by the
company only if these activities are for promotion of the company and not of
the dealer.
2) Recruitment- done under the guidance of certain Airtel officials
3) Training and development of manpower with company assistance
4) Servicing according to the size of orders
5) Customer relation management
6) Promote other products of the company

The dealer should be in regular touch with the customer, keep taking his feedbac
k
and ensure maximum customer satisfaction. The dealer should also try and
convince the customer to try newer product s of the company.
The dealer has to thus cater to 3 major areas:
Pre sale
Selling
Post sale services
SALES KIT:
A dealer should carry the following in his sales kit:
.
All products leaflets (adequate quantities)
.
List of prospects with their addresses
.
Information about the competition in the market
.
Price list of APL products and corresponding prices of competitor products
.
Shade cards
PERFORMANCE APPRAISAL
For the dealers-
Airtel involves both external and internal agencies which conduct this survey on
a
monthly basis.
MARGINS
The company gives margins at the time of sale of the product. The margin varies
according to the type of the product.
PROMOTIONAL ACTIVITIES
Airtel actively supports its cannel members with promotional activities.Airtel h
elps
performing these activities on a daily basis ..Further these are divide in to di
fferent
levels which are
Zonal level-zonal staff is involved in this. These include various kinds of road
shows.
Circle level-This has the FM radio and local news papers.
National level-National dailies, cricket match sponsorships,tele media
Airtel collects feedback from its channel members on a daily basis.
Airtel rates/ranks its channel members on aspects such as 1)Dealers efficiency
2)Timely payment 3)Transporters behaviour an excellent and strongly believes tha
t
they are the best because of their channel members.
Airtel had market surveys with respect to their channel members and general
market surveys.
Company Background
Vodafone limited

Vodafone, the world s leading international mobile communications


company, has fully arrived in India. Vodafone Essar announced today that
the Vodafone brand will be launched in India from 21st September
onwards.
The popular and endearing brand, Hutch, will be transitioned to Vodafone
across India. This marks a significant chapter in the evolution of Vodafone
as a dynamic and ever-growing brand. The brand change over the next few
weeks will be unveiled nationally through a high profile campaign covering
all important media.
Vodafone, the world s leading mobile telecommunication company,
completed the acquisition of Hutchison Essar in May 2007 and the
company was formally renamed Vodafone Essar in July 2007. Asim Ghosh,
Managing Director, Vodafone Essar, said "We ve had a great innings as
Hutch in India and today marks a new beginning for us. Not as a departure
from the fundamentals that created Hutch, but an acceleration into the
future with Vodafone's global expertise."
Harit Nagpal, Marketing and New Business Director, Vodafone Essar, said,
"This transition is probably the largest brand change ever undertaken in this
country and arguably as big as any in the world. It is even larger than our
own previous brand transitions as it touches over 35 million customers,
across 400,000 shops and thousands of our own and our business
associates' employees."
The Vodafone mission is to be the communications leader in an
increasingly connected world enriching customers lives, helping
individuals, businesses and communities be more connected by delivering
their total communication needs.
Vodafone's logo is a true representation of that belief -The start of a new
conversation, a trigger, a catalyst, a mark of true pioneering.
Vodafone established its presence in India in 1994 by acquiring the cellular lic
ense
for Mumbai. It now has operations in 16 circles accounting for 70% of India's
mobile customer base. With over 27.7 million customers, it is one of India's mos
t
reputed telecom companies.
vodafone, under the Hutch brand, over the years, has been named the 'Most
Respected Telecom Company', the 'Best Mobile Service in the country', and the
'Most Creative and Most Effective Advertiser of the Year'.
Hutchison Essar is now part of Vodafone -the world's leading international mobil
e
communications company. Vodafone now has operations in 26 countries across 5
continents and 36 partner networks with about 225 million proportionate customer
s
worldwide. Vodafone has tied up with Essar as its principal joint venture partne
r
for the Indian operation.
.
The Essar Group is one of India's largest corporate houses with interests spanni
ng
the manufacturing and service sectors like Steel, Oil & Gas, Power, Telecom &
BPO, Shipping & Logistics and Engineering & Constructions. The Group has an
asset base of over Rs.20 billion (US$ 4.4.billion) and employs over 4000 people.

Prepaid Outlets
Want to go Hutch and stay connected anytime, anywhere? Just visit a Hutch
outlet in your neighborhood and choose from a range of affordable Postpaid or
Prepaid connections.
VODAFONE Shops
Whether you're looking for a new vodafone connection, or a fresh handset,
you'll find it here. You can also subscribe to any of our value added services o
r
get more information on them. Pay your bills, get your queries answered, and
lots more.
Hutch Shops are located at very convenient locations around the country.
Select your region to find one near you.
Mobile Vodafone Shops
Vodafone Shops are going on the move, to bring our services closer to you
and to provide faster online service, right at your doorstep. You can visit a
Mobile vodafone Shop near you for:

Postpaid connections and add on cards


Prepaid connections and recharge cards
Information on the latest talk plans
Bill payments via cash, cheque or credit card
Demos and activation of our Value Added Services
Queries, SIM replacements and much more
Vodafone Teleshops
Did you know that a range of vodafone services are available in your very own
neighborhood? Just walk into a Hutch Teleshop, just round the corner, for
anything you need.
At a vodafone Teleshops you can buy a new postpaid or prepaid card, pay your
bills, reactivate your connection, and much more.
Distribution network
A supply chain is described that consists of all the parties and their supplied
activities that help us to create and deliver services to the final customer.
The front channels are specially kept in mind.
ACTIVITIES:
1. Order
2. Handling
3. Storage
4. Display
5. Promotion
6. Selling
7. Information and feedback.
The channel structure
Co. or direct sales Indirect sales Misc. sales

Business head DSA/DST Dealers


G.M. Sales Manager Shop Owners
Assist. Sales Manager TLS Metro Shops
Sales Consultants Telemarketing Executives Hutch Shops
Executives Field Executives
Tele Marketing Executives
Field Executives
The channel structure operates on the basis of segmentations provided, namely:
Prepaid segmentation Postpaid segmentation

Individual bronze I B

Individual bronze I B

C O C P
Individual silver I S
Individual silver I S
co. owned co. paid
Individual gold I G
Individual gold I G
C O I P
Individual platinum I P
Individual platinum I P
co. owned indvl. Paid
Questionnaire
(Sales and Marketing department)
1. What type of sales organisation structure do you possess?
2. What are the various channel structures in which you operate?
3. What are the various criterion/terms and conditions of selecting your
channel members?
4. What is the average Inventory Size you keep?
5. What is the average Order Cycle time?
6. What
are the various modes of transportation adopted and cost
incurred?
7. What are the methods of measurement and frequency of providing
appraisals to channel members?
8. What are the modes of
by which you receive your payments:
i) Advance payment ii) Payment on Delivery iii) Credit
payments
9. In case you provide the credit period, what is the time limit?
i) upto15 days ii) 15-30 days iii) >30 days.
10.
How frequently do you collect the feedback from your Channel
members?
i) Weekly ii) Quarterly iii) Monthly
11.
How will you rate and rank the following aspects of your
Channel Members:
Excellent Very
good
Good Fair Poor
Dealer s
Efficiency
Timely
payment
Transporters
behavior
12. What are the margins you provide to your Channel Members?
13.
How do you assign targets to your sales personnel s and what
type of targets?
14.
Do you support your Channel Members by promotional
activities?
a)YES b)NO
If Yes, i) Number of Promotions.
ii) Timing of Promotions.
iii) Quantity of Promotions.

15. Have you ever gone for market research?


a)YES b)NO
If Yes, w.r.t. whom?

Customers
Channel Members
General market survey
16. i) What type of market research was it?
What was your budget?
17. How frequently you go for market research?
Name of Respondent:
Name of Organisation:

Designation:
Address: .
Tel. No.: .
THANK YOU
Questionnaire
(For Dealer s/Retailer s/Franchisee)
1) What are the different brands which you keep in stock?
2) Which brand is most asked by the customers

i) Airtel ii) Vodafone iii) Other s ..


3) What is your average sales/month?
4) Which brand do you recommend to the customer and why?
5) Do you get any credit period from the company?
a)YES b)NO
If Yes, What is the credit period you get:
i) Upto 15 days ii) 15-30 days iii) >30 days
6) What is your average order size?
7) What are the margins that you get from the company?
8) What is the average order cycle time taken by the company?

i) < 5 days ii) 5-10 days iii) > 10 days


9) Where would you rank the services/assistance provided to you by the
company/s
Very
Good
Good Satisfactory Poor Very
poor
Delivery Time
Quality Maintenance
Incentives
Promotional activities
Condition of Product
Ease and Flexibility of
placing Order
Transporter s
Behavior
Customers
Orientation
Commercial Terms
Services of Sales
Persons
10) How will you rate the efficiency of your sales persons
a) Very Good b) Good c) Satisfactory d) Poor e)
Very poor
11) Does company provides you with any assistance by means of
promotional activities?
a)YES b)NO
If Yes, Numbers, Timing, Quantity of promotions.
12) Do you provide appraisals to your sales persons?
a)YES b)NO
If Yes, on what Parameters?
Person contacted: ..
Name of dealer: ..
Address:
Tel. No.:

CONSUMER QUESTIONNAIRE
Q.1 How do you rate these connections in terms of Network ?
V.Good Good Neutral Bad V.Bad

Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5
Q.2 How do you rate these connection in terms of availability ?
V.Good Good Neutral Bad V.Bad
Q.3 How do you rate these connection in terms of call rate?
V.Good Good Neutral Bad V.Bad
Q.4 How do you rate their After Sales Services ?
V.Good Good Neutral Bad V.Bad
Q.5 What do you think about employee s behavior ?
V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5
Vodafone
Airtel
1
1
2
2
3
3
4
4
5
5
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5
Q.6 How do you rate these connection in terms of customer care services ?
V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5
PERSONAL DETAILS

NAME: ________________________________
AGE: ______
OCCUPATION: _________________________
MARITAL STATUS: _____________________

ANALYSIS
Rating of Airtel in terms of network

0
20
40
60
80
100
120
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Vodafone in terms of network

0
10
20
30
40
50
60
70
80
90
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Airtel in terms of availability

0
20
40
60
80
100
120
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Vodafone in terms of availability

0
10
20
30
40
50
60
70
80
90
100
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Airtel in terms of call rates

0
10
20
30
40
50
60
70
80
90
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Vodafone in terms of call rates

0
10
20
30
40
50
60
70
80
90
100
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Airtel in terms of after sales services

0
10
20
30
40
50
60
70
80
90
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Vodafone in terms of after sales services

0
20
40
60
80
100
120
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Airtel in terms of employees behaviour

0
10
20
30
40
50
60
70
80
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Vodafone in terms of employees behaviour

0
20
40
60
80
100
120
1 2 3 4 5
VBAD
BAD
NEUTRAL
GOOD
EXCELLENT
V.BAD BAD NEUTRAL GOOD EXCELLENT
Rating of Airtel in terms of Customer Care services

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Rating of Vodafone in terms of Customer Care services

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VBAD
BAD
NEUTRAL
GOOD
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V.BAD BAD NEUTRAL GOOD EXCELLENT

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