A Contemporary Issue Report: CUSTOMER SATISFACTION SURVEY OF AIRTEL MOBILE SERVICES BHARTI AIRTEL (INDIA)

ACKNOWLEDGEMENT
I would like to take an opportunity to thank all the people in collecting the necessary information and making of the report. I am grateful to all of them for their time and wisdom. My project becomes a reality only because of cooperation of many people who had helped

me in completing this project. I sincerely extend my gratitude to Ms. MEENAL SUKLECHA who has given me this golden opportunity to have an insight in the corporate world and who has been a source of guidance and support.

HARSHIT NAHAR MBA 2nd Sem

EXECUTIVE SU MMARY
The project aims at un derstandi ng the Marketing strate gies at Airte l and its impact on the perception of Airte l Ce llular Services. Research has demonstrate d conc lusively that it is far mor e costly to win a new customer than it is to maint ain an existing one. And the re is no better way to retain a customer than to ex ceed h is expectations. For this purpose it is essent ial to know the level of customer satisfaction. The focus of my research was the measurement of customer satisfaction level for the services 2

provided by Bharti Airte l. The research was done for the cor por ate clients of Bharti Airte l. My job w as not only to rep resent the C or por ate Sales Dept. and collect the feedb ack from the clients but also to get the major complaints resolved through inte rnal counseling. The re can be no better opp ortun ity to inte ract with the exte rnal as well a s the inte rnal customers of an organization. Finally the results of the research verify the fact that ke ping the customer satisfied e is the be st strate gy to not only retain the existing custome rs but also to exp and the bu sine ss to new horizons.

TABLE OF CONTENTS

S.No.

Introduction

Page no.

1. 2. 3. 4. 5. 6. 7. 8.

Introduction Industry Introduction-Bharti group Literature review Research methodology Data interpretation & analysis Suggestions & Recommendation Bibliography Questioners

5 20 43 44 47 58 61 62

The Indian Telecom Industry The Telecom Network in India the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to Indias GDP.

Evolution-Indian Telecommunications: Milestones Year 1851 First operational land lines were laid by the government near Calcutta (seat of British power) 1881 Telephone service introduced in India. 1883 Merger With the postal system. 1923 Formation of Indian Radio Telegraph Company (IRT). 1923 Merger of ETC and IRT into the Indian Radio and Cable communication company (IRCC). 1947 Nationalization of all foreign telecommunication companies to form the Posts, Telephone and Telegraph (PTT), a monopoly run by the governments ministry of communications. 1985 Department of Telecommunications (Dot) established, an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system). 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. 1997 telecom Regulatory Authority of India created. 1999 Cellular Services are launched in India. New National Telecom Policy is adopted. 2000 Dot becomes a corporation, BSNL.

Introduction Total telecom subscribers : 225.21 million (june 2007). Teledensity : 19.86 per cent (June 2007). Addition of new mobile subscribers per month (June 2007) : 7.34 million. Annual growth rate of telecom subscribers (2006-07) : 46.82 per cent. One of the fastest growing cellular telephony markets in the world. Average Revenue per User (ARPU) for GSM : ~ US$ 6.6 per month. More GSM Subscribers than Fixed line subscribers. Telecom Equipment market (2006-07) : US$ 17100 million. Handset market (2006-07) : US$ 4750 million. Expected to reach a mobile subscriber base of about 500 million by 2010 (i.e., more than one phone for every household). 6

The Indian Telecom industry witnessed a CAGR of approximation 22 per cent from 2002-03 to 2009-10. The CAGR from 2006-07 is expected to stabilize at 21 per cent. REVENUES OF TELECOM INDUSTRY:2002-10

2002-03 2003-04 2004-05 2005-06 2006-07 2009-10 0 10 20 30 40 50

US$ billion The Indian telecom market generated revenues of approximately US$ 20 billion in 2006-07. The market witnessed a growth rate of 33 per cent over the last year and recovered a CARG of 22 per cent for the period 2002-03 to 2006-07. This growth has resulted in doubling the revenues of the telecom segment in the past three yeas. Further, it is expected that the industry will generate revenues worth US$ 43 billion by 2009-10. The Indian telecom industry can be dividend into basic, mobile and Internet services. There are also some smaller segments such as radio padding services, Very small aperture terminals (VSATs), public Radio Trunked Services (PMRTS) and Global Mobile Personal communications by satellite (GMPCS). TELECOM SERVICES Basic Services Basic services encompass fixed wire line and Wireless in Local loop (WLL-fixed) services. BSNL and MTNL are the two largest operators in this segment. MTNL is

present in Delhi and Mumbai, whereas BSNL covers the rest of the country. Though private players, such as Bharti and Reliance, have registered notable growth, the Government-owned BSNL dominates the segment in terms of subscriber base.Indian majors such as BHARTI AIRTEL, TATA, RELIANCE have forayed into basic telecom services.In 2006, the total number of basic services subscribers exceeded 50 million. Fixed wire line users made up a large share of this, with a contribution of 83 percent. MOBILE SERVICES- STAY CONNECTED Mobile services have led the spectacular growth of the Indian telecom industry.Currently, 12 players are active in this segment. The total number of wireless subscribers escalated to 185.13 million by the end of June 2010, with the monthly addition of more than 6 million wireless subscribers. GSM continues to dominate this segment by a large margin as compared to CDMA, which has a share of only 23 percent. INDIAN MOBILE SERVICES MARKET SHARE (Till quarter ending March 2010)

India is one of the few countries in the world to have more GSM subscribers than fixed line subscribers. All the operators predominantly provide voice services, the value added services such as SMS, mobile internet service, chatting, conferencing, GPRS service, 3G service, etc. Services such as video conferencing and Closed User Group (CUG) facility are also gaining momentum. The commoditization of voice services has been a major magnet for service providers, compelling them to intensify. Revenue from value added services are growing at 30-40 percent annually. The trends have paved the way for 3G services in India. Indian players

have constantly reduced tariffs, which in turn has led to a constant reduction in Average Revenue per User (ARPU). However, though the ARPU is declining gradually, it remains well supported by the increase in subscriber base. The ARPU for GSM service in India is much higher than that for CDMA service. Notwithstanding a low ARPU, mobile usage is on the increase. India currently stands at number two in the world in terms of minutes of usage.

TELECOM SERVICE PROVIDERS

Bharti Televenture leads the Indian telecom market. The company had more than 40 million cellular subscribers in May 2010. Despite stiff competition, Bharti has been successful in retaining its position of leadership. It has the largest market share in the GSM segment. The private players occupy 75 percent of the subscriber base, whereas, the public sector operators (BSNL and MTNL) share the remaining pie. CDMA services were introduced in India in 2002. Reliance communications dominates the Indian CDMA mobile services segment.

The government owned service providers, BSNL and MTNL, together hold close to two thirds of the internet services in India. However, the private operators are also catching up fast.

MAJOR PLAYERS There are three types of players in telecom services: State owned companies (BSNL and MTNL). Private Indian owned companies (Reliance Communication, TATA Indicom, Bharti Airtel). Forign invested companies (Vodafone-Essar, Bharti Televentures, Escotel, Idea cellular , Spice communications).

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BSNL On October 1, 2000 the department of Telecom operations, Government of India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL is now Indias leading telecommunications company and the larges public sector undertaking. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. The state controlled BSNL operates basic, cellular (GSM and CDMA) mobile, internet and long distance services throughout India (except Delhi and Mumbai). BSNL will be expanding the network in line with the Tenth Five-year plan(1992-97). The aim is o provide a telephone density of 9.9 per hundred by March 2009.BSNL, which became the third operator of GSM mobile services in most circles, is no planning o overtake Bharti to become the largest GSM operator in the country. BSNL is also the largest operator in the market, with a share of 21 percent of he entire subscriber base. BHARTI AIRTEL Established in 1985, Bharti has been a pioneering force in the telecom sector with many firsts and innovations o is credit, ranging from being the first mobile service in Delhi, first private basic telephone service provider in the country, first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National Long Distance Services in India. Bharti Tele Ventures Limited was incorporated on July7, 1995 for promoting investments in telecommunications services. Its subscribers operate telecom services across India. Bharti operations are broadly handled by two companies: the mobility group, which handles the mobile services in 16 circles out of a total 23 circles across the country; and the Infotel group, which handles the NLD, ILD, fixed line, broadband, data, and satellite based services. Together they have so far deployed around 23,000 km of optical fiber cables across the country, coupled with approximately 1500 nodes and presence in around 200 locations. The group has a total customer base of 2 billion, of which 15 billion are in India and 5 billion customers are in Shrilanka, Bangladesh, & in Africa, as of November 18, 2010. In mobile, Bhartis footprint extends across 15 circles. Bharti Tele Ventures strategic objective is to capitalize on the growth opportunities the company believes are available in Indian telecommunications market and consolidate its position o be the leading integrated in the Indian telecommunications market and consolidate its position to be the leading integrated telecommunications services provider in key markets in India, with a focus on providing mobile services. MTNL

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MTNL was setup on 1st April 1986 by the Government of India o upgrade the quality of telecom services, expand the telecom network, introduce new services and to raise revenue for telecom development needs of Indias key metros-Delhi, the political capital, and Mumbai, the business capital. In the past 17 years, the telecom operating companies. The company has also been in the forefront of technology induction by converting 100% of its telephone exchange network into the state of the art digital mode. The Govt. of India currently holds 56.25% stake in the company. In the year 2003-04, the companys focus would be not only consolidating the gains but also to focus on new areas of enterprise such as joint ventures for projects outside India, entering into national long distance operation, widening the cellular and CDMA-based WLL customer base. Setting up internet allied subscribers. While the market for fixed wire line phones is stagnating, MTNL faces intense competition from the private players-Bharti, Vodafone and Idea cellular, Reliance infocomm in mobile services. RELIANCE COMMUNICATION Reliance Communications formerly known as Reliance Infocomm, along with Reliance Telecom and Flag Telecom, is part of Reliance Communications Ventures (RCOVL). Reliance Communications Limited, founded by Dhirubhai Ambani (1932 2002), is the flagship company of the Reliance Anil Dhirubhai Ambani Group. The Reliance Anil Dhirubhai Ambani Group currently has a net worth in excess of 64,000 crore (US$13.6 billion), cash flows of 13,000 crore ($2.8 billion), and a net profit of 8,400 crore ($1.8 billion). The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National Stock Exchange Limited. It ranks among the top 5 telecommunications companies in the world by number of customers in a single country.

IDEA Indian regional operator IDEA cellular Ltd. Has a new ownership structure and grand designs to become a national player, but in doing so is likely to become a thorn in the side of Reliance communications Ltd. IDEA operates in eight telecom circles, or regions, in western India, and has received additional GSM licenses to expand its network into three circles in Eastern India- the first phase of a major expansion plan that it intends to fund through an ipo, according to parent company Aditya Birla Group. VODAFONE Vodafone Essar, usually referred to simply as Vodafone, is a cellular operator in India that covers 23 telecom circles in India. It was formerly known 12

as Hutchison Essar. It is based in Mumbai. Vodafone Essar is the Indian subsidiary of Vodafone Group 67% and Essar Group 33%. It is the second largest mobile phone operator in terms of revenue behind Bharti Airtel, and third largest in terms of customers. The company now has operations across the country with over 113.77 million customers. On February 11, 2007, Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping Reliance Communications, Hinduja Group, and Essar Group, which is the owner of the remaining 33%. The whole company was valued at USD 18.8 billion. The transaction closed on May 8, 2007. Despite the official name being Vodafone Essar, its products are simply branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughout India with good presence in the metros.

GOVERNMENT POLICIES:FACILATING INDUSTRY GROWTH The Indian telecommunication system is governed by the Indian Telegraph Act,1885 (ITA 1885) and the Indian wireless act, 1993. The department of Telecommunications (Dot) governs the Indian telecom industry. DOT, in coordination with its arm, Telecom commission, looks after licensing, policy making, and frequency management. A prime ministerial council, the group on Telecom and IT (GOT-IT), handles important ad-hoc issues if any.To streamline policy reforms and safeguard consumer interests, DOT established the Telecom regulatory authority of India (TRAI) in 1997. The Telecom disputes Settlement and appellate tribunal (TDSAT) was also established at the same time. Another regulatory body is the wireless planning commission (WPC) under the aegis of the Ministry of Communication. POLICY ENVIRONMENT The unprecedented growth of the Indian telecom industry has been well Supported by the policy reforms in the post liberalization era Telecom Sector reforms can be traced to the 1980s,when the department of posts and telegraph was disintegrated to form department of telecommunication.Further ,DoT was split into Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL). 13

However, the real thrust began with the National Telecom policy in 1994, which aimed at creating the right platform for the industry in India.

INDEPENDENT RAGULATIONS Time and again, the Indian government has devised various regulations aimed at augmenting the industry competitiveness. While some of these regulations have been instrumental in ending the license regime, others have paved the way for industry growth. UNIFIED ACCESS LICENSING REGIME (UALR) Unified licensing marked the end of the license regime in Indian telecom industry. It helped in aligning convergent technologies and services. The establishment of he UALR (2003) eliminated the need for separate licenses for different services. Players are now allowed to offer both mobile and fixed-line services under a single license after paying an additional entry fee. This does not take into account the national and international long-distance services and internet access services.

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The UALR signaled the beginning of TRAIs efforts to move towards a service and technology neural convergence license. In the future, it is expected o spur competition, as service providers are free to use the technology of heir choice to provide access. It is also slated to trigger further growth and increase the accessibility of services. Service providers also have the choice to switch to unified licensing. In this case, WLL (M) players, not adopting full mobility, need to pay only the fee for WLL (m) with mobility strictly within the Short Distance Charging Area (SDCA), as per the guideline of TDSAT. ACCESS DEFICIT CHARGE (ADC) Subsidizing the infrastructure cost ADC makes it essential for the service provider at the callers end to share a certain percentage of the revenue earned with the service provider at the receivers end in long distance telephony. This actually subsidies the infrastructure costs of a service provider enabling access at receivers end, especially because rental for fixed-line services is low. Revision in the ADC regime is expected to be followed by further tariff reduction in telecom services. As the Indian telecom sector is witnessing exponential growth in a highly competitive atmosphere, the sustainability of fixed lines assumes critical importance. ADC supports incumbent operators in rebalancing the tariff during a transition period by providing buffer time. However, many private players believe that ADC is a burden, as India already has a USO fund in place. ADC is charged from all service providers as a certain percent of their adjusted Gross Revenue (AGR). More than 95 percent of the ADC fund is dedicated to developing the rural infrastructure and services of BSNL. For 2007-08, ADC is estimated to amount to US$444 million. On the other hand, it was felt that continuous reduction in tariff is also essential to sustain high growth in the number of subscribers. In keeping with this, TRAI has revised the ADC regime, so that the benefit can be passed on to the consumers. ADC has now been reduced to 0.75 percent from 1.50 percent of AGR for all service providers. Per minute ADC on incoming international calls has also been reduced.

UNIVERSAL SERVICE OBLIGATION (USO) Building rural network In order to widen the reach of telephony services in rural India, the USO policy was laid along with NP 99. All telecom operators are bound to contribute 5 percent of their revenues to this fund.

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Initially, only basic service providers were under the purview of USO. Later, its scope was expanded o include mobile services as well. This system was put in place to bridge the wide gap between urban and rural teledensities, bringing it down to 2 percent as against the current 31 percent. In the performs era, a monopolistic DOT was solely responsible to USO. In the revised context o open competition, the obligation lies with every stakeholder. The government enforced USO contribution on all operators- except value added service providers from 1 April 2002. This is a non lapsable fund and also absorbs any grants and loans from the central government. Although it increases the cost burden for the telecom companies, USO helps in building telecommunication infrastructure in the rural areas. POLICY IMPACT At percent, India is the third largest deregulated telecom market in the world. The Indian government has continuously laid strong focus on the development of world class telecom infrastructure and the industry has witnessed synchronous policy changes 1999 onwards. Buoyed by this, the entry of numerous private players has triggered an improvement in the quality of services; a reduction in the tariff level across all segments and the development of infrastructure. Currently, private participation is permitted in all segments of the telecom industry, including international long distance, domestic long distance, basic cellular, internet, radio paging, etc

IMPACT OF POLICY CHANGE ON TELECOM INDUSTRY

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GROUP

BHARTI GROUP PROFILE

Born Occupation Net worth Website

June 15, 1950 Ludhiana, Punjab, India CEO of Bharti Airtel $6.9 billion USD, Forbes www.airtel.com 18

Sunil Bharti Mittal is an Indian businessman. He is chairman & managing director of Bharti group. The $1.1 billion (revenues) company runs Indias largest GSM- based mobile phone service. He is worth $6.9 billion and the 6th richest Indian in the world according to Forbes Magazine. Sunil was one of the first entrepreneurs to identify the mobile telecom business as a major growth area and launched services in the city of Delhi and the National Capital Region in the year 1995. Under his inspiring leadership the company grew organically and inorganically, covering the entire country by providing integrated telecom services.

In his personal capacity, Sunil Bharti has received several awards such as:

Best Asian Telecom CEO, Telecom Asia Awards 2005 Best CEO, India, Institutional Investor, 2005 Business Leader Of The Year, Economic Times, 2005 Ernst & Young Entrepreneur Of The Year 2004, Ernst & Young

Sunil has always been a pioneer. A first generation entrepreneur, he started his first business in 1976 with a capital investment of Rs 20,000. He initially founded a number of trading concerns, and established the first company to manufacture push button telephones in India. This company is now one of the largest manufacturers of telephones in the world. Apart from his role at Bharti, Sunil holds the position of the Honorary Consul General of the Republic of Seychelles in New Delhi, India. Some of his other roles include being a Member of the Prime Ministers Council on Trade and Industry; Co-Chairman of the IndoBritish Partnership and a Board Member of the Global GSM Association. Sunil is an alumnus of Punjab University and has completed the Owner/President management Program from Harvard Business School. He spent a few years in Mumbai and in 1982; Sunil Mittal started a full-fledged business selling portable generators imported from Japan. This gave him a chance to acquaint himself with the nitty-gritty's of marketing and advertising. His business was running smoothly but later on the government banned the import of generators as two Indian companies were awarded licenses to manufacture generators locally. In 1986, Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and entered into a technical tie up with Siemens AG of Germany for manufacture of electronic push button phones. Gradually he expanded his business and by early 1990s, Sunil Mittal was making fax machines, cordless phones and other telecom gear. In 1992, when the Indian government was awarding licenses for mobile phone services for the first time, Sunil Mittal clinched Delhi cellular license in collaboration with French telecom group Vivendi. In 1995, Sunil Mittal founded Bharti Cellular Limited (BCL) to offer cellular services under the brand name Airtel. Soon, Bharti became the first telecom company to cross the 2-million mobile subscriber mark. Bharti Cellular Limited also rolled out India's first private national as well as international long-distance service under the brand name India One. In 2001, BCL entered into a joint venture with Singapore Telecom International for a $650-

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million submarine cable project, India's first ever undersea cable link connecting Chennai in India and Singapore. Today, Sunil Mittal runs a successful empire with a market capitalization of approximately $ 2 billion and employing over 5,000 people. He has been honored with several awards. Sunil Bharti Mittal was chosen as one of the top entrepreneurs in the world for the year 2000 and amongst 'Stars of Asia', by 'Business Week'. He also received IT Man of the Year Award 2002 from Dataquest and CEO Of the Year, 2002 Award (World HRD Congress). OTHER VENTURES OF BHARTI Bharti Infratel Limited Bharti Infratel Limited is amongst India's leading telecom passive infrastructure service providers. The company deploys, owns and manages telecom towers and communication structures, for various mobile operators across 18 states of India. It has a vast footprint of over 30,000+ towers and holds a 42%. Stake in Indus Towers Ltd - a Joint Venture between Bharti Infratel, Vodafone & Idea Cellular - that has the distinction of being the world's largest tower company. Bharti Infratel has not only pioneered the passive infrastructure space in the Indian telecom sector, but has also continued to lead the industry in developing and providing innovative solutions and setting service delivery benchmarks.

Bharti Realty Limited Bharti Realty Limited is a young, vibrant and dynamic realty company with expanding interests in commercial, retail and residential real estate. It has grown from strength to strength, constructing and managing over ten top of the line facilities for Bharti group companies and third party clients. Spurred by its accomplished success and acquired expertise, Bharti Realty Limited has now forayed into developing quality commercial real estate in the central business district (CBD) areas of metropolitan cities, retail real estate in the up-market localities of metropolitan cities and in a few prominent cities of Punjab, and high end residential real estate in the Delhi NCR region, Mumbai and Bangalore. Beetel Teletech Limited Beetel is a leading global technology brand which offers a wide range of innovative products in the mobile phones, IT peripherals and fixed line telephone segments. Leveraging its consistent performance, distribution and marketing capabilities Beetel as a brand has achieved a leading market share in the telecom and allied product segments. With powerful distribution and marketing capabilities, Beetel distributes a host of iconic brands like Blackberry, Apple, Asus, Avaya, Polycom, Samsung, Sanyo, Panasonic, Transcend, Iomega, Aastra Telecom, RAD Data Comm, Actelis and Strontium. Its products and solutions are present worldwide, spanning 35 countries in 5 continents.

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Comviva Comviva is the global leader in providing mobile solutions beyond VAS. With an extensive portfolio of solutions spanning VAS infrastructure, applications delivery platforms and customer-facing applications, Comviva enables mobile service providers to enrich mobile users? lives, whilst rationalizing costs, accelerating revenue growth and enhancing customer lifetime value. Comvivas solutions are deployed by service providers in over 85 countries and power services to more than 600 million mobile subscribers globally.

Jersey Airtel and Guernsey Airtel Jersey Airtel and Guernsey Airtel are subsidiaries of Bharti group and offer mobile services on the islands of Jersey and Guernsey respectively in the Channel Islands (Europe). All services are offered under the Airtel-Vodafone brand under a partnership to bring a range of Vodafone global products together with other exciting services from Bharti to customers in Jersey and Guernsey. Centum Learning Limited Centum Learning Limited provides end-to-end learning and skill-building solutions that enhance business performance to Bharti Group and several large corporates. Centum Learning has received the Gold Award for "Excellence in Training" at the World HRD Congress, 2010 and has been adjudged as one of the 'Top 15 Emerging Leaders in Training Outsourcing' 2009 Worldwide. Centum Learning provides industry oriented employability programmes through a network of 130 Centum Learning Centers spread across 90 cities. It has also launched a new education initiative, Centum U Institute of Management & Creative Studies http://www.centumu.edu.in which offers UG and PG programmes in association with world renowned institutions.

Bharti Walmart Bharti Walmart is a B2B joint venture between Bharti Enterprises and Walmart for wholesale cash & carry and back-end supply chain management operations in India to serve small retailers, manufacturers, institutions and farmers. The Company operates Cash & Carry stores under the Best Price Modern Wholesale brand. A typical cash-and-carry store stands between 50,000 and 100,000 square feet and sells a wide range of fresh, frozen and chilled foods, fruits and vegetables, dry groceries, personal and home care, hotel and restaurant supplies, clothing, office supplies and other general merchandise items.

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Bharti Retail Bharti Retail is a wholly owned subsidiary of Bharti Enterprises. The Company operates easyday neighborhood stores and compact hypermarket stores called easyday Market. Bharti Retail provides consumers a wide range of good quality products at affordable prices. Easyday stores are a one stop shop that caters to every family's day-to-day needs. Merchandise at easyday Market stores include apparels, home furnishings, appliances, mobile phones, meat shop, general merchandise, fruits and vegetables among others. Bharti AXA Life Insurance Bharti AXA Life Insurance is a joint venture between Bharti and AXA Group. The company launched national operations in December 2006. Today, Bharti AXA Life has a national footprint of distributors trained to provide quality financial advice and insurance solutions to the large Indian customer base. Bharti AXA Life offers a range of innovative products and services that cater to specific insurance and wealth management needs of customers. Bharti AXA General Insurance Bharti AXA General Insurance is a joint venture between Bharti Group and AXA Group. The company is one of the fastest growing in the general insurance segment and is the first in the industry to receive dual certifications of ISO 9001:2008 & 27001:2005 within the a year of launching operations. The company offers an extensive product range for retail, rural and commercial clients with cashless facilities in over 4000 hospitals and 1600 garages as well as 24/7 multi-modal claims registration

Bharti AXA Investment Managers Bharti AXA Investment Managers Private Limited is a joint venture between Bharti and the AXA Group. With a presence in more than 34 locations across the country within one year of the launch, Bharti AXA Investment Managers boasts one of the largest footprints for any AMC in the country during launch. This indicates the retail focus of the AMC. With best practices brought in from world leaders in financial protection, Bharti AXA Investment Managers aim to be an aggressive player in the Indian Asset Management Industry. Indus Towers: Indus Towers, a JV between Vodafone Essar (42%), Bharti Group (42%) and Aditya Birla Telecom Limited (16%) and is Indias leading mobile towers company. The company, which operates in 16 telecom circles across India, provides services to all telecom operators and other wireless service providers such as broadcasters and broadband service providers on non-discriminatory basis.

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FieldFresh Foods Pvt. Ltd: FieldFresh Foods Pvt. Ltd, a joint venture company between Bharti Enterprises and Del Monte Pacific Ltd. The company offers branded FieldFresh fruits & vegetables across India and international markets, including Europe and the Middle East. The company produces markets and distributes farm fresh products.

BHARTI AIRTEL LTD

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ABOUT BHARTI AIRTEL Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL). India's largest and world's second largest cellular service provider. More than 20 crore subscribers as on 17thNovember 2010. Airtel brand is headed by Sunil Bharti Mittal. Airtel provides mobile & fixed wireless services using GSM technology across 23 telecom circles . Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. Indias First Telecom Company that provides telecom services in all the circles. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE). Per Share price of Airtel in BSE is Rs 345 ( 8th December 2010)

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ORGANIZAIONAL

STRUCURE

OF

BHARTI

AIRTEL

Mr. Sunil B. Mittal Chairman & Group Managing Director

Mr. Akhil Gupta Joint Managing Director and Chief Financial Officer

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Mr. Rajan B. Mittal Joint Managing Director

Mr. Manoj kohli President

Market Capitalization of Bharti Airtel (As on Nov , 2010) Approx Rs. 99,324 crore Closing BSE share price = Rs. 350 Airtel Partnerships Airtel partners with worlds finest companies like Vodafone, Singtel (Singapore Telecom), Ericsson, Nokia, IBM and many more to bring the best of products& service to you. Airtel Innovations Airtel is changing the way India communicates by offering innovations that not only add value to peoples lives but also deliver an unmatched customer experience. Airtel was the first to. Provide electronic recharge for mobile phones.

Initiate music retailing in the world with Easy Music and the first to offer a Lifetime Pre-Paid service. Provide innovations such as Bollywood movie premiers, music services such as ring back tones & many more.

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Contact Bharti Airtel Ltd. (A Bharti Enterprise) Qutab Ambience (at qutab minar), Mehrauli Road, New Delhi- 110 030 Tel No.: +91 11 4166 6000 Fax No.: +91 11 4166 6011/12.

MILESTONES:2010 Bharti Airtel acquires 70% stake in Warid Telecom, Bangladesh. Bharti Airtel enters into a legally binding definitive agreement with Zain Group to acquire Zain Africa. Bharti Airtel acquires the mobile operations of Zain in 15 African countries. Becomes the fifth largest mobile operator in the world. Bharti change their logo in November. 2009 Bharti Airtel launches its services in Sri Lanka (2G/3G network). Bharti Foundation sets up Bharti Centre for Communication in partnership with Indian Institute of Technology, Mumbai. Bharti Airtel and Alcatel-Lucent form JV to manage Bharti Airtel's pan-India Broadband and Telephone services. Bharti Walmart launches first Cash & Carry Store under Best Price Modern Wholesale brand. Bharti Telesoft renamed `Comviva'. Bharti Airtel launches IPTV service; Digital TV interactive. Bharti Airtel crosses the 100 million telecom customers mark. 27

2008 March: Bharti enterprises announce new apex level strategic organization structure. February: Bharti group has an arrangement to buy 5.6% direct interest of Vodafone in Bharti Airtel ltd. For US $ 1.6 Billion. Global money transfer pilot project launched in India by Bharti and GSMA. January: Sunil B. Mittal chosen for this years Padma Bhushan Award. Bharti foundation wins golden peacock award for corporate social responsibility. 2007 November: Bharti and Wal-Mart sign memorandum of understanding. September: The honble prime minister of India inaugurates the field fresh agri centre of excellence. Bharti wins second telecom license in Channel Islands. June: Sunil B. Mittal is CEO of the year at the frost & sulliban Asia Pacific ICT awards 2006 & Bharti Airtel bags wireless service provider of the year and Competitive service provider of the year. May: Jersey Telenet ltd subsidiary of Bharti Global, granted license to operate telecom services in Jersey in Europe. 2006 October: Bharti announces agreement with Vodafone marking the entry of the worlds largest telecom operator into India. September: Bharti wins Silver Trophy at the CII NATIONAL SIX SIGMA AWARDS. Bharti tele ventures add another first by winning the prestigious MIS ASIA IT EXCELLENCE AWARD 2005. August: Bharti enterprises and AXA Asia Pacific Holdings ltd announce partnership for a life insurance joint venture in India. Nokia and Bharti sign managed services and GSM / EDGE expansion contract in USD 125 million deals. CNBC TV 18 and Airtel bring India business leader awards 2005. Bharti delivers another first announces innovative out sourcing to enhance quality of customer services. July: Bharti gets AAA / Stable rating by CRISIL. Bharti televentures: revenue exceeds Rs. 2500 Crores net profit for Q1 FY 06 crosses Rs.500 Crores for the first time. Airtel chosen as Most Preferred Mobile Service by CNBC Awaaz Consumer Awards. June: Business week features Bharti Tele Ventures amongst the top technology companies in the world. Bharti tele ventures amongst top three companies in the latest ET top 500 companies ranking. Bharti Tele Ventures is the Indian Mobile Operator of the year 2005. Ericsson and Bharti sign managed capacity expansion contract for rural in India.

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May: Sunil B. Mittal, chairman and managing director, Bharti enterprises gets The Best Asian Telecom CEO Award. Bharti Tele Ventures is Asias Best GSM Carrier. April: Bharti tele ventures: FY05 net profit up 132%. Bharti celebrates its 23 circle all India footprint by reducing roaming rates to Rs. 1.99. January: Airtel becomes the first GSM Operator in the country to cross the 10 million customer milestone. 2005 December: Bharti has been adjudged as Indias second best employer by Hewitt associates. Airtel Express Yourself campaign wins two Silvers at the prestigious AAAI Awards for brand campaign of the year and best advertising film, Amidst stiff competition from 37 advertising agencies. November: Sunil B Mittal, Chairman & Managing Director, Bharti Enterprises, is the Ernst & young entrepreneur of the year 2004. Paul J Ostling & N R Narayan Murthy Award him the accolade. October: Airtel wins the World communications best brand award. September: Bharti tele tech introduces new standards of cordless telephony in India. Bharti enterprises & DE Rothschild announce a 50-50 JV for export of fresh fruits and vegetables. August: Airtel launches an Independence Day bonanza for its customers. Touchtel launches voice portal & music messaging service. July: Airtel becomes the first mobile operator to cross one lakh customer mark in Himachal Pradesh. Airtel live launched the most comprehensive mobile portal featuring movies, music, mobile games & sports on the mobile. June: Bharti forms new SBU Enterprise Business to offer comprehensive solutions to corporate customers. Bharti tele ventures is the Asian mobile news mobile operator of the year. Airtel enters into an exclusive tie up for lakshya. Airtel adds another first, offers money back guarantee to its customers in Andhra Pradesh. May: Sunil Bharti Mittal gets the Frost & Sullivan CEO of the year award. Bharti & Nokia join hands to build & manage MEGA Networks. Airtel customers to gear live election updates. April: Bharti migrates all 15 cellular licenses to Unified Access Service License. Bharti signs a landmark agreement with VSNL to share its National Long Distance backbone. Bharti Tele-Ventures crosses Rs. 5,000 crores revenues for the year - Earns net profit of over Rs. 600 crores for the year. Airtel launches All India Anwhere Bill Payment facility.

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Bharti Tele-Ventures Ltd announces the successful completion of its Foreign Currency Convertible Bond (FCCB). March: Bharti and IBM announce first-of-a-kind business transformation agreement in global Telecommunications industry. Bharti Charts A Mega Expansion Plan To Connect Over 2300 Towns In The Year 2004-05. Bharti Infotel Launches DSL service Under The Brand Name Touchtel DSL In M.P. & Chattisgarh. Airtel Charts An Aggressive Expansion Plan For M.P & Chattisgarh, To Connect Over 55 Towns In The Year 200405. Airtel becomes India's first mobile service to extend roaming services in Pakistan. 2003 March: Bharti gets international long distance service licence. February: Bharti to list on BSE, NSE and DSE. 2002 December: Bharti launches India's first private sector National Long Distance service. November: Bharti Signs First NLDO Licence in India. October: Bharti crosses 1 Million customer marks in mobile services. July: Bharti Cellular quotes the highest amount of Rs.203.65 crore for the fourth operator for cellular mobile telephone service for Mumbai. May: Bharti Enterprises attracts equity investments of US$ 460 million for National Telecom Projects. April: Bharti records topline growth of 67 per cent. Bharti announces new strategic vision & framework to provide high quality integrated Broadband Network services. January: Sunil Bharti Mittal Adjudged Among Top Entrepreneurs In Business week Worldwide Poll.

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

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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

PRESENT COMPETITION National Long Distance BSNL, RELIANCE, VSNL, VODAPHONE, TATA, IDEA International Long Distance VSNL, RELIANCE , BSNL

AIRTEL Logo New logo Old logo

Bharti Airtel, worlds fifth largest telecommunication company and Indias largest mobile service provider, launched its new brand (logo) on 18 th November, 2010, marking the companys 200 million customer milestone. It is backed by a re-branding exercise costing about Rs. 350 crores. The company has also launched a new tagline, Dil jo

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chahe, pass laye and signature tune by A.R. Rahman. Chairman and Managing Director, Bharti Airtel, Sunil Bharti Mittal announced, Fifteen years ago Bharti airtel started its journey in India with a promise of delivering world class and affordable services reinforces our promise to deliver innovative services and a superior brand experience to our 200 million customers across Asia and Africa. He also describes the new brand as youthful, international, inclusive and dynamic representing the journey of the first Indian brand to go truly global. Just to let you know, Airtel is present in every nook and corner of India, distributed in every possible media, from a simple leaflet to a multi-crore television advertisement. And after its $9-billion acquisition of an African telecom, the presence expanded to 19 countries across Asia and Africa. So when a rebranding of such a company is being worked on, it is a big step! Sometime back, even Gap tried to attempt a similar one. The new logo of Airtel has been designed by a London based agency, Brand Union. It has the letter a in lowercase, forming a mark for the brand and airtel, written in lowercase under it. Call it a co-incidence if you like but the same agency is behind the Vodafone logo as well. Does that ring a bell? Brands new positioning is being handled by JWT in India, Sri Lanka and Bangladesh while Ogilvy is taking care of the same in African nations.

Airtel's old logo and Zain Telecom is equal to Airtel's new logo? Product Portfolio A Benchmark Portfolio Airtel Enterprise Services brings you to a bench mark portfolio of products and services to take care of unique communication needs. Our end-to-end communications solutions help you run your business @ease. Our services include the following: Voice Services. Mobile Services. 32

Satellite Services. Managed Data & Interest Services. Managed e-Business Services

Fixed Line Voice Services Bharti Airtel became the first private fixed- line service provider in India. It is now promoted under the Airtel brand. Recently, the Government opened the fixed-line industry to unlimited competition. Airtel has subsequently started providing fixed-line services in the four circles of Delhi, Haryana, Madhya Pradesh, Karnataka, and Tamil Nadu & UP (West).Airtel enterprise services believe that these circles have high telecommunications potential, especially for carrying Voice and Data traffic. These circles were strategically Selected so as to provide synergies with Airtels long distance network and Airtels extensive mobile network.Airtel Enterprise Services, Indias premium telecommunication service, brings to you a whole new experience in telephony. From integrated telephone services for enterprises and small business enterprises to user-friendly for Broadband Internet Service (DSL), we bring innovative, cost-effective, comprehensive and multiproduct solutions to cater to all your telecom and data needs. Voice - Product Portfolio Airtel Enterprise Services telephone services go beyond basic telephony to offer our users a whole host of value added services as well as premium add-ons. Each telephone connection from Airtel Enterprise Services is backed by a superior fiber-optic backbone for enhanced reliability and quality telephony. Few of the value Added Services offered are calling Line Identification, Three party conferencing, Dynamic lock, Hunting Numbers, Parallel ringing etc. Airtel Enterprise Services voice services provide Free Dial up Internet access that is bundled along with your Telephone connection from Airtel. Its fast, reliable and gives you unlimited Internet Access. All you need to do is dial 1500 through your dialer. Airtel Enterprise Services also provide services like Audio Conferencing, Toll Free Numbers, and Virtual Calling Cards & Premium Rate Services. These and other technology benefits of Voice services from Airtel Enterprise Services are backed by 24x7 customer service and a team of highly trained engineers. Mobile Services Established in 1985, Bharti (Airtel) has been a pioneering force in the telecom sector. Bharti gave Delhi its first mobile services Airtel. Today, Airtels mobile footprint extends across the country in 21 telecom circles. Its service standards compare with the very best in the world. In fact, thats how Bharti has managed to win the trust of millions of customers and makes it one of the top 5 operators in the world, in terms of service and subscriber base. The company has several Firsts to its credit: The First to launch full roaming service on pre-paid in the country.

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The First to launch 32K SIM cards.

The First in Asia to deploy the multi band feature in a wireless network for efficient usage of spectrum. The First to deploy Voice Quality Enhancers to improve voice quality and acoustics.

The First telecom company in the world to receive the ISO 9001:2000 certification from British Standards Institute. Airtel Pre-Paid Airtel pre-paid, the ready cellular card from Airtel, makes everything that customers dreamt and believed, possible. Its simple to use and comes with a host of great features. Total Cost Control Customers can enjoy the liberty of total cost control with their Airtel pre-paid. They can recharge as much as they feel the need to. Instant Balance Inquiry Subscribers can check their talk-time instantly by calling Airtels toll-free number. Easy Recharge Airtel pre-paid easy recharge presents the worlds first recharge that lets subscribers decide how much they want to recharge for. Airtel Post-Paid Airtel post-paid gives subscribers unlimited freedom to reach out to their special ones, in their special way. National and International Roaming Access Airtel post-paid connection gives subscribers the convenience of one number across the globe in 300 international networks, 200 countries and over 1800 cities in India. Easy Billing Airtel subscribers enjoy the luxury of viewing the details of their last 3 billing cycles and the convenience of paying their Airtel bill online. 24 hour customer service Only Airtel offers subscribers the finest 24 hours customer service facility, with trained, multi-lingual staff to take care of all their queries and concerns.

Network Quality and Advantage

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Airtel has introduced Indias first Dual Band Network. Which means now it has two bands (900 MHz and 1800 MHz) to carry calls, thus minimizing network congestion even during peak hours and in high traffic areas? The Dual Band Network optimizes Airtels current spectrum, thus offering: Enhanced capacity to ensure better connectivity. Quick call setup. Seamless coverage. Improved indoor coverage. Voice quality enhancement. No call drops. Airtel has also been among the pioneers in launching Enhanced Data Rates for Global Evolution (EDGE*). EDGE* is a 3G technology that delivers broadband- like data speeds to mobile devices. It allows consumers to connect to the Internet and send and receive data, including digital images, web pages and photographs, three times faster than possible with a GSM / GPRS network. Business Tools and Solutions Airtel Mobile Services brings the advantage of customized Business Tools and Solutions tailor- made to the requirements of the enterprise customer. This gives enterprises the convenience of being connected to the World, both for work as well as their personal requirements. Mobile Office Staying in touch when on the move with Mobile Office. Access e-mails on handsets or laptop / PDA while on the move. Secure connectivity to e-mail accounts without backend configurations. Available across all Airtel circles. Indispensable asset for traveling executives as it enables them to be in touch anytime and anywhere while roaming. Possible with a GPRS handset and an Airtel connection. Multi Media Messaging Airtel has also made sending and receiving multimedia message possible. Just like SMS, subscribers can send and receive MMS on their GPRS enabled phone, from anyone anywhere in the world. They can also receive Multimedia Messages even if they do not have a GPRS / MMS enabled phone by simply logging on to www.airtelworld.com. Airtel Masala Subscribers can visit Airtels Fun Portal and Download Ring tones / Logos / Games / Wallpapers and much more just with a click of a button.

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Advanced 32K Airtel SIM Card Customers can also enjoy a whole gamut of services with their Airtel sim card. To make life easy and business more efficient, Airtel has loaded rich services on its Airtel card. Now theres no need not worry about remembering series of numbers to avail various Airtel services. By just scrolling down their menu, users can experience Airtels various VAS services. Airtel Services. Dial in Services. Voice portal. Users also get enhanced memory on their Airtel SIM card. As a result they can store 250 phone numbers and addresses and 20 SMS on their SIM card. SMS Directory Airtel has introduced the smart corporate way of communicating with colleagues and close business associates. Now theres no need to remember the mobile numbers / landline numbers of colleagues while on the move. By simple typing and sending their names to a specially defined short code they can get their contact numbers, instantly. Sales Automation Tools Airtel presents Sales Force Automation Solution a customized menu based service. With this enterprises can now manage their sales force operations through the click of a button. They can keep track of their sales force / their performance / and their requirements at any given point of time. Whats more? Even the sales force need not visit the office to send reports or provide market updates; they can simply do all these via their Airtel mobiles. Other Effective Business Tools Corporate Group Messaging: This feature allows users to send one SMS to multiple contacts, any where in the world. Users can create their own groups, communities in order to SMS all of them at the same time with reduced rates per SMS. Dial in Concierge Services: A new Airtel connection comes with special numbers. By simply dialing the relevant number from their phone book memory, users can get information on Travel, Stocks, Restaurants, Florists, and Car Helpline etc. Call Conferencing: This service enables users to talk simultaneously with up to 5 other people at the same time. Its a great way to conduct business on the move. OBJECTIVES OF THE STUDY 1. To measure the customer satisfaction and pinpointing the problems.

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2. To examine mostly on what services customers feel happy and on what services feel unhappy with the services provided by Airtel. SCOPE OF THE STUDY Whether the customers get real satisfaction with the service. The study was restricted to the sample from the Mansarover. This project studied on the basic criteria of knowing the degree of satisfaction regarding Airtel services.

METHODOLOGY Research Methodology Research Instrument Contact Method : : : Survey Method Questionnaire Personnel Interview

The questionnaire was the main tool used for securing the responses form the customers regard the companies products and services.

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The customers were contacted personally, & interviewed in Mansarovar, Jaipur. The valuable information was collected from the customers respect to their needs, wants, and opinions of the services provided by Airtel and suggestions were drawn. DATA COLLECTIONS: The data collection is of two types. They are: 1. Primary data. 2. Secondary data Primary source of data: Meaning: primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. Primary sources of data are the other type of sources through which the data was collected.

Following are the few ways in which the data was collected: 1. Questionnaires: Its set of questions on a sheet of paper was being given to the respondents of fill it, based on which data was interpreted. 2. Direct interviewing: Direct interviewing involved the process where I asked the questions directly to the retailers and got the feedback.

Secondary sources of data: Secondary sources are the other important sources through which the data were collected. These are the readily available sources of the data where one had no need to put much effort to collect because it is already been collected and part in an elderly manner by some researchers, experts and specialties. The Secondary sources helpful for study were: Textbooks like marketing management, research methodology, advertisement and sales promotion etc. 1. Internet was made use for the collection of the data. 2. Newspapers were also referred. 3. Business magazines were also referred. 38

4. Some journals were also referred. 5. Library survey:

This was also undertaken for the collection of data. This type of research is based on books, periodical, journals, documentation, and secondary data etc., which are available in the library.

Sample Design Sample of 50 customers were drawn on random basis. The main aim is to cover a majority of respondents allover Mansarovar Considering the convenience and time constraint, the study is confined to Mansarovar. The sample of 50 customers, age group is between 17 to 60 years those are businessmens, students, employees, housewives, lecturers.

PRESENTATION OF THE DATA: A schedule of 18 questions has been prepared to suit the objectives of the study. On the basis of convenient random sampling technique, the respondents have been selected and information has been collected. The collected information has been classified, tabulated, analysis using mathematical tools like percentages and interpretations have been drawn. After analysis, findings have been drawn and suggestions are offered. DATA INTERPRETATION & ANALYSIS PERIOD OF AIRTEL MOBILE SERVICES OBJECTIVE: To know how long the respondents have been using mobile services of Airtel. TABLE: Period 0-1 Year 1-2 Years 2-3 Years Above 3 years No of respondents 20 15 10 5

39

GRAPHICAL REPRESENTATION: Usage period of Airtel mobile services

25 20 15 10 5 0 1 2 20 15 10 5

0-1 yrs 1-2 yrs 2-3 yrs above 3 yrs

INTERPRETATION: The above chart or table furnished the information as 40% of the respondents have been using recently, most of the respondents i.e. 30% have been using from last 1-2 years, 20% of the respondents have been using from last 2-3 years and remaining 10% of the respondents have been using from last 3 years. TYPE OF CUSTOMERS OBJECTIVE: To know the percentage of Pre-paid and Post-paid customers. TABLE: Type of customers Pre-paid Post-paid GRAPHICAL REPRESENTATION: 40 No of respondents 40 10

Type of customers

Postpaid 20%

Postpaid Prepaid

Prepaid 80%
INTERPRETATION: The above table depicts the information is most of the respondents i.e. 80% are prepaid customers and remaining 20% of the respondents are post-paid customers. Pre-paid: Some of the pre-paid customers are not happy with the hidden charges and call charges per minute. Post-paid: Some of the customers are not receiving bills every month and not happy with the billing.

CUSTOMER CARE OFFICER RESPONSE OBJECTIVE: To know customers are satisfied with the response and services of customer care officer. TABLE: Opinion Yes No GRAPHICAL REPRESENTATION: Satisfaction % of customer care officer 41 No of respondents 40 10

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Yes

Yes No No

INTERPRETATION: The above table and chart furnished the information as most of the customers i.e.85% is satisfied with the services provided by customer care officer and remaining 15% of the customers are not happy due to following problems. Customer care officer is not providing accurate information, sometimes not responded properly.

HOW MUCH TIME CUSTOMER IS WAITING TO GETTING CONNECTED TO THE CUSTOMER CARE OBJECTIVE: To know how much time the customer is waiting to getting connected to the customer care. TABLE: Time With in 5 minutes 5-10 minutes 10-15 minutes 15-30 minutes No of respondents 15 10 15 10

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GRAPHICAL REPRESENTATION: Waiting time to connect customer care

20 15 10 5 0 With in 5 min 5-10 min 10-15min 15-30 min

INTERPRETATION: The above chart reveals the information as most of the customers i.e.25% are waiting 5-10 min to connect customer care officer, 45% of the customers are connected to customer care officer with in 5 min, 15% of the customers are waiting 10-15 min and 15% of the customers are waiting 15-30 min. 35% of the customers are facing the problem of connection to the customer care due to the problem of busy network. So I suggest that increase the manpower at customer care centers.

CUSTOMER SATISFACTION ON OVERALL PERFORMANCE OF THE AIRTEL OBJECTIVE: To know whether the customer is satisfied or not based on over all performance of the Airtel.

TABLE: Opinion Highly Satisfied No of respondents 10

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Satisfied Average Dis-Satisfied

30 5 5

GRAPHICAL REPRESENTATION: Satisfaction % on overall performance

70 60 50 40 30 20 10 0 Highly satisied Satisfied Average Dissatisfied 20% 10% 10% 60%

INTERPRETATION: With the above table and acquired information I conclude that the most of the customers i.e.60% are satisfied on overall performance of the Airtel. 10% of the customers are satisfied as average, 20% of the customers are highly satisfied and remaining 10% of the customers are dis-satisfied on overall performance of the Airtel. 44

HOW FREQUENTLY CUSTOMERS ARE USING VALUE ADDED SERVICES OBJECTIVE: To know that how frequently customers are using value-added-services like SMS (short message service), CALLER TUNES, ROAMING & AIRTEL GPRS.

TABLE: Value-Added-Services SMS Caller Tunes Airtel GPRS INTERPRETATION:

No of respondents 40 30 25

The above table provided the information as most of the customers i.e. 30 customers are using Caller Tunes, 40 customers are using SMS, and 25 customers are using Airtel GPRS. Customers are very happy with Airtel GPRS service as they can connect very easily using this service.

CUSTOMER OPINION ON PRICING OF AIRTEL PRE-PAID AND POST-PAID SERVICES: OBJECTIVE: To know the customer opinion on pricing of Airtel services. TABLE: Opinion Good Cheap Reasonable No of respondents 31 5 9

45

More

GRAPHICAL REPRESENTATION: Customer opinion on Airtel services

7% 0 6% 0 5% 0 4% 0 3% 0 2% 0 1% 0 0 % M re o Ra nb e so a le Cep ha Go od M re 1 % o , 1 Ra nb , e so a le 1% 8 Cep 1% ha, 1 Go ,6 % od 0

INTERPRETATION: The above table depicts the information as most of the customers i.e. 60% opinion is good, 18% of the customers opinion is prices are Reasonable, 11% of the customers opinion is Cheap and remaining 11% of the customers opinion is prices are more when compared other networks.

CUSTOMER OPINION ON AIRTEL RELATIONSHIP CENTRES OBJECTIVE: To know the customers opinion on Airtel relationship centers.

TABLE: Opinion Good

No of respondents 45

46

Poor GRAPHICAL REPRESENTATION

Customer opinion on Airtel Relationship Center

10%

Poor Good

INTERPRETATION:

90%

The above table furnished the information as most of the customers i.e. 90% opinion is Good (Airtel employees responded properly) and rest of the 10% of customers opinion is Poor because of Airtel employees are not providing accurate information and not responded properly. WHY DID THE CUSTOMERS CHOOSE AIRTEL OBJECTIVE: To know why did the customers choose Airtel? TABLE: Reason Network coverage Offers Roaming Others No of respondents 40 5 2 3

GRAPHICAL REPRESENTATION: Choose % of Airtel 47

80% 70% 60% 50% 40% 30% 20% 10% 0%

INTERPRETATION: The above chart & table provided the information as most of the customers i.e. 80% have chosen Airtel based on the performance of network coverage, 10% of the customers have chosen based on offers, 4% of the customers have chosen based on Roaming because roaming charges are less and remaining 6% of the customers have chosen based on STD rates are convenient, good services. MOSTLY ON WHAT SERVICES CUSTOMERS FEEL HAPPY OBJECTIVE: To know whether the customer is satisfied or not, If Yes mostly on what services customer feeling happy and If No on what services customer feeling unhappy.

Network coverage Offers Roaming Others

TABLE: Opinion No of respondents Yes 45 No 5 GRAPHICAL REPRESENTATION: Overall % of satisfied customers

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90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

INTERPRETATION: The above table and acquired information reveals that the most of the customers i.e. 90% are feeling happy and remaining 10% of the customers feel unhappy with the services provided by Airtel. YES: Under 90% of customers 70% are feeling happy with network coverage, 20% are happy with GPRS service. NO: 10% of customers are feeling unhappy due to connectivity problem & hidden charges.

Yes No

FINDINGS

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1. Customer care executives are not providing accurate information and not responded properly. Most of the customers are waiting long time to connect the customer care. 2. Some of the customers are facing the problem of Call dropping unnecessarily while talking on phone. 3. Customers whoever is visiting out of state them feeling happy with roaming charges.

4. 90% of the customers highly satisfied with the performance of network coverage. As it reached small villages to provide more coverage. 5. 6. Secondary data help us knowing the data regarding plans and offers. With the help of secondary data we will know the customer satisfaction.

7. Secondary data helpful to know what are the precautions to be taken in terms of promotion and pricing and placing. 8. Percentages of customers are still using airtel services.

9. With help of primary data only by collecting data from customers we will know how many of them are really satisfied and how many of them are not satisfied with the services and promotions. 10. Hence to know the customer satisfaction primary data is more useful than the secondary data because primary data involves in customer interaction and collecting data with questionnaire and mailing where as secondary data helps in knowing the promotion activities and tariffs and network coverage. 11. With the help of secondary data we cant find the results of actual customer we will know only the existing Customer and it is not possible to know that why the customers are left and why the customers are still using the Airtel with the help of secondary data. 12. Hence to know the customer satisfaction level only the source available is primary data with the help of primary data only we can know the customer satisfaction.

LIMITATIONS OF THE STUDY 1. The study suffers from limitations related to aspects including time and cost factors. 2. Time being major constraint; it was not possible to collect more data. Time constraint

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is that survey had done only 7 weeks of period. 3. The report is strictly based on the opinions of the respondents and it is assumed that responses given by them are honest. 4. The reactions and attitudes are subjected to change according to the needs and time. 5. The information was collected from sample of 100 customers only it may not fully represent the image of study. 6. The survey was conducted at Airtel relationship centers.

SUGGESTIONS AND RECOMMENDATIONS 1. Customer care officers and Airtel relationship center should be well trained to provide the adequate and accurate information to customers. Training programs should have to be held every month. Manpower should have to increase at customer care centers and Airtel relationship centers. Dont keep customers at longtime ARC.

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2. The company should have to avoid hidden charges, call dropping, voice clarity, call duration and amount cutting. It should have to increase the talk time. It should have to avoid the billing problems and send bills every month with accurate charges to post-paid customers then company can gain the post-paid customers at large range. 3. To Provide International calls for all recharge cards not to buy separately another card. Supply the pre-paid cards to retailer shops. 4. Airtel has reached 200 million customers with in the short span of time so I suggest that it should have to satisfy the existing loyal customers and to concentrate on the gaining of new customers by providing good offers and excellent services. 5. Company should concentrate more on customer service in terms the new features.

6. Company should provide better facilities in every out let like customer care centers and with the help of them they can educate customers about the Airtel services.

BIBLIOGRAPHY: 1. http://www.bsnl.co.in/about.htm 2. http://delhi.mtnl.net.in/glance/index.htm 3. http://www.tatateleservices.com/t-aboutus-ttsl-organization.aspx 4. http://www.vodafone.in/existingusers/pages/aboutus.aspx 5. http://www.ideacellular.com/IDEA.portal? _nfpb=true&_pageLabel=IDEA_Page_AboutIdea

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6. http://www.dot.gov.in/osp/Brochure/Brochure.htm#ITG 7. http://economictimes.indiatimes.com/articleshow/5049103.cms 8. http://airtel.in/wps/wcm/connect/about+bharti+airtel/Bharti+Airtel/About+Bharti+Ai rtel/

QUESTIONNAIRE FOR CUSTOMER SATISFACTION Personal Information Customers Name: Occupation: Age: Sex: Mobile No: 1. Since how long have you been using the services of Airtel? 2. Are you a pre-paid or post-paid customer?

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I. II.

pre-Paid Post-Paid 3. Why did you choose Airtel? 4. As a privilege customer, are you satisfied with the services provided by Airtel?

I.

Yes- Mostly on what services do you feel happy? Network coverage Caller Tunes Roaming Others No- On what services do you feel unhappy?

II.

5. What are the problems you are facing with Airtel? 6. Did you find any variance on Airtel promises and commitments? Yes No 7. How frequently are you using Value - Added - Services? SMS Hourly / Daily / Weekly Airtel Live Hourly / Daily / Weekly Roaming Weekly / Monthly / Quarterly 8. How much time are you waiting in getting connected to the customer care? 9. Is the customer care officer pleasing and courteous with you? Yes No 10. What is your opinion on Airtel relationship center services? Good Bad 11. What is your opinion on Airtel reaching 3-Million customers with in a short span of Time Schemes Value Added Services Offers Network

12. What was the bad experience faced by you with Airtel?

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13. On overall performance of Airtel are you satisfied? Highly Satisfied Satisfied Average Dissatisfied

14. Has your Query been resolved to your satisfaction? Yes No 15. How long were you kept waiting at Airtel relationship center? < 5 Minutes 5-15 Minutes > 15 Minutes 16. Can I have your valuable suggestions and Measures So that it could provide better Services to the customers and lead the Telecom Industry?

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