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A PROJECT REPORT

ON

“CUSTOMER SATISFACTION SURVEY FOR RELIANCE


BROADBAND PLUS (HSD)
INTRODUCTION
Telecom sector in India
ØThe telecom industry is one of the fastest growing industries in India.
ØFDI inflow in Indian Telecom sector is the highest among all sectors.
ØIt is emerging as telecom manufacturing hub.
ØYear 2007 has been declared as "Year of Broadband" in India.
ØRecent Developments: 3G Technology in India
ØThe 3G technology provides for internet surfing, downloading, e-mail attachment
downloading, audio-video conferencing, fax services and many other broadband applications.

CRM
ØIn order to survive and increase the market shares the company has to be very competitive
and it has to grow acquiring new customers and retaining the old customers by
Customer Relationships Management (CRM).
ØCustomer satisfaction strategies adopted by the company make them success and help them
to emerge as a market leader.
 
COMPANY PROFILE

“Think big, think fast, think ahead.


Ideas are no one’s monopoly.”
- Sh.Dhirubhai H. Ambani

Board of Directors
•Mr. Anil D. Ambani - Chairman
•Mr. Ramachandran
•Mr.S.P. Talwar
•Mr. Deepak Shourie
•Mr. A.K.Purwar
Company Secretary & Manager
•Mr.Hasit Shukla
Auditors
•M/s. Chaturvedi & Shah
•M/s. BSR & Co.
Tariff Plan
COMPANY PRODUCT
Monthly Free Usage Bundled/Month
Extra UsageRoaming Effective Rental in Money back offer
Rental (for 12 months)
Anytime/Day Usage Night
Usage
Broadband+ Pay as Rs. 299/- Nil Nil Rs. 2 / MB Nationwide* Rs. 299/-
you go
Broadband+ 512 Rs. 499/- 512 MB Nil Rs. 2 / MB Nationwide Rs. 499/-
MB
Broadband+ 10GB Rs. 499/- Nil 10 GB Rs. 0.5/Min Nationwide Rs. 499/-
@ Night
Broadband+ 1 GB Rs. 650/- 1 GB Nil Rs. 2 / MB Nationwide Rs. 650/-
Broadband+ 2 GB Rs. 750/- 2 GB Nil Rs. 2 / MB Nationwide Rs. 750/-
Broadband+ 3 GB Rs. 850/- 3 GB Nil Rs. 2 / MB Nationwide Rs. 850/-
Broadband+ 1 GB Rs. 849/- 1 GB 10 GB Rs. 2 / MB Nationwide Rs. 849/-
day, 10 GB Night

Broadband+ 2 GB Rs. 949/- 2 GB 10 GB Rs. 2 / MB Nationwide Rs. 949/-


day, 10 GB Night

Broadband+ 3 GB Rs. 1049/- 3 GB 10 GB Rs. 2 / MB Nationwide Rs. 849/-


Huawei EC 168 C day, 10 GB Night

Broadband+ 5 GB Rs. 1099/- 5 GB Nil Rs. 2 / MB Nationwide Rs. 899/-


Broadband+ 10 GB Rs. 1099/- 10 GB Nil Rs. 2 / MB Citywide Rs. 899/-
City
Broadband+ 5 GB Rs. 1298/- 5 GB 10 GB Rs. 2 / MB Nationwide Rs. 1098/-
day, 10 GB Night

Broadband+ 10 GB Rs. 1298/- 10 GB 10 GB Rs. 2 / MB Citywide Rs. 1098/-


day, 10 GB Night
City
Broadband+ 10 GB Rs. 1500/- 10 GB Nil Rs. 2 / MB Nationwide Rs. 1300/-
Broadband+ 10 GB Rs. 1699/- 10 GB 10 GB Rs. 2 / MB Nationwide Rs. 1499/-
day, 10 GB Night

Broadband+ 15 GB Rs. 1750/- 15 GB Nil Rs. 2 / MB Nationwide Rs. 1550/-

ZTE AC 8710 Day usage - 6 AM to 10 PM ; Night Usage - 10 PM - 6 AM


SCOPE OF THE STUDY

ØTo tap the future market.


ØTo know about the sales potential.
ØTo understand the business of Reliance Broadband Plus products in the market.
ØTo study the factors affecting on reliance Broadband Plus services.
ØTo retain the existing user and to convert the new prospects into buyers.
ØTo identify the customer needs of Reliance Broadband Plus (HSD) customers which
would help the company in formulating suitable strategies.
Ø
OBJECTIVE OF THE STUDY

ØTo understand the requirements of individual & the corporate clients.


ØTo formulate the plans to satisfy the requirements of the subscribers.
ØBetter understanding of the various issues and challenges and working towards the
opportunities.
ØTo know on what basis does the subscriber prefer to any service provider.
ØTo understand the frequency and the reason behind the consumer getting switch over
to certain service provider.
ØTo find out what Reliance should to do to lead the market.
RESEARCH METHODOLOGY
Research Design Descriptive Research
Sampling Technique Probability Sampling: (Stratified sampling)
Sources of Data Primary + Secondary
Sample Size 300
Area of Research PUNE

qPrimary data:
ØThe primary data are those which are collected fresh and for the first time, and thus
happen to be original in character.
ØHere primary data collection through discussion with the different respondents using
questionnaire and interactions.
q Secondary data:
ØThe secondary data are those which have already been collected by someone else and
which have already been passed through the statistical process.
ØFor the secondary data ,made access of the intranet site of the company. Also the regular
website of the company was also used.
DATA PROCESSING
Table No.3.1 & ANALYSIS
Age Group wise distribution of customers:
5321 Sr. No. 18-25Age
26-35
36-45
Above
Total 45 Group 75 Respondents
141
66
18
300 25%
47%
22%
6%
100%
Percentage(%)

Interpretation: Above figure shows that, 25% belong to age group 18-25%, 47% belong to age
group 26-35, 18% belong to age group 36-45 and 6% above age of 45.
DATA PROCESSING
Table No.3.2 & ANALYSIS
Income Level per month Tabulation:
5321 Sr. No. Income Group
8000
8000-12000
12000-20000
>20000
Total 126 Respondents
102
54
18
300 42%
34%
18%
6%
100%
Percentage(%)

Interpretation: The above bar graph analysis shows that 42% of the respondents belonged to the 8000/- and
below income category, 34% belonged to Rs.8000 to 12000 and 18% belonged to 12000-20000 and 6%
above income of 20000/-.
DATA PROCESSING
Table No.3.3
Scaling About Reliance Netconnect Service:
& ANALYSIS
65321 Sr. No. ScaleGood
Very
Good
Satisfactory
Poor
Can’t
Total Say 60 Respondents
75
120
30
15
300 20%
25%
40%
10%
5%
100%
Percentage(%)

Interpretation: The above bar graph revealed that 40% of the respondents service RIM as satisfactory. This
is a telling comment. However the survey also found out that 20% and 25% of the respondents service RIM
as very good and good respectively. There were 5% of the respondents who had nothing to say about the
RIM. This is due to low service awareness and low penetration level.
DATA PROCESSING
Table No.3.4
Qn.1. Price of Reliance Netconnect: & ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Good 78 26%
2 Good 204 68%
3 Dissatisfied 18 6%
5 Very Dissatisfied 0 0%
Total 300 100%

Interpretation: The above bar graph revealed that 68% of the customers had told price is good and 26% told
very good but 6% of customers are dissatisfied so we can tell that most of the customers are satisfied with the
price.
DATA PROCESSING
Table No.3.5
Qn.2. Speed of the Reliance Netconnect: & ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 120 40%
2 Satisfied 165 55%
3 Dissatisfied 15 5%
4 Very Dissatisfied 0 0%
Total 300 100%

Interpretation: From the above chart it is observed that nearly 55% of customers are satisfied with the speed
and 40% of them are very satisfied, in Reliance Netconnect speed is the main feature which attracted the
customers very well
. There are no issues with the speed of the product.
DATA PROCESSING
Table No.3.6
& ANALYSIS
Qn.3. Billing system of Reliance Communication:
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 45 15%
2 Satisfied 168 56%
3 Dissatisfied 72 24%
5 Very Dissatisfied 15 5%
Total 300 100%

Interpretation: From the above chart it is been observed that 24% of customers are dissatisfied with the
billing system. This is because of the misunderstanding in the billing system.
DATA PROCESSING
Table No.3.7
Qn.4. Tariff plans of Reliance Netconnect:
& ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 75 25%
2 Satisfied 183 61%
3 Dissatisfied 42 14%
5 Very Dissatisfied 0 0%
Total 300 100%

Interpretation: The above graph shows that there are 61% of customers satisfied with the tariff plans and
14% of customers dissatisfied.
DATA PROCESSING
Table No.3.8 & ANALYSIS
Qn.5. Issue resolution regarding the problems in Netconnect:
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 75 25%
2 Satisfied 120 40%
3 Not Applicable 99 33%
4 Dissatisfied 3 1%
5 Very Dissatisfied 0 0%
Total 300 100%

percentage

40
35
30
25
20
percentage
15
10
5
0
very satisfied not dissatisfied verydis
satisfied applicable satisfied

Interpretation: The above bar graph shows that 40% of customers are satisfied with issue resolution and
25% very satisfied and 33% of them told we don’t have any issues with the product.
DATA PROCESSING
Table No.3.9
Qn.6. Services in timely manner:
& ANALYSIS
Sr. No. Scale Respondents Percentage(%)
1 Very Satisfied 189 61%
2 Satisfied 108 35%
3 Not Applicable 8 3%
4 Dissatisfied 3 1%
5 Very Dissatisfied 0 0%
Total 300 100%

Interpretation:From the above chart it is revealed that 35% of customers are satisfied with service in
timely manner and 61% very satisfied. So most of the customers don’t have any problem with the services
in timely manner.
FINDINGS
Services provided by Retailers:
All the retailers are providing good services like showing demo to the customer and
checking the availability of the signal and installing the drivers and after sales services to the
customers.
Satisfaction:
Most of the customers are satisfied with the services provided by the retailers.
Reliance Netconnect is giving speed up to 3.1mbps.it is the main thing where customers are
satisfied. Signal coverage also very good in the Pune & it is covering total Pune.
Problems:
There are problems like where net connect is disconnecting continuously due to
changing in the CDMA mode to the HSD mode and some customers are facing billing
problems due misunderstanding the tariff plans.
Support from company:
Most of the retailers ensnared that they are supported by the companies personnel &
companies’ helpline.
COCLUSION
ü New products and new schemes are being offered by the telecom service providers.
The need for large information capacity has grown tremendously due to the demand of real time
information. Telecommunication has now become a major information transmission system and
telecom has undoubtedly emerged as the most important industry in India.

ü Reliance communications, an Anil D. Ambani Group of is very fast catching up with


the market by providing cheaper calling rates. The market strategies adopted by its executives are
bearing fruits and the company although being the Second one to enter the market of DELHI &
NCR has found a suitable niche and recognition in the consumer.
ü But this is not a thing for self contentment as the survey reveals that in network,
service and distributor, its place is very far behind to other competitors viz. Tata indicom is the
competitor for the Reliance Netconnect. so to withstand the competition resources mobilization
and technological innovation on the part of cos. To upgrade its quality of network and services is
urgently called for Market access and growth is alright but the improvement of quality on the
above counts is necessity of the time.
RECOMMENDATIONS
1.Promotional Activities:
The company expand the budget allocation for promotional campaign. It
has affected the sale service brand image of Reliance. Low supports in promotion
have lead to fluctuation in sale.
There may be some useful tools which can be summarized as follows:-

Advertising:
Advertising should have a clear objective and message, which has not been
found in recent ads. Reliance is a faster growing provider service in each state
.every offers and schemes they should show with proper message for benefit to the
customer. In busy life customer do not remembered any offers and which service
we can provided for the customer therefore they should by force showing
advertisement in growing market and among customer. Customers wants
continuously exposure in Cable and Local newspapers.

Persuasive Advertising :
Now there is a need of persuasive advertising for Reliance service which
can be moved into the category of “comparative advertising”. It will help the
company to establish the superiority of its brand service through specific
comparison of one or more attributes and features.
RECOMMENDATIONS

Technical Expertise:
The advertisement should show the companies expertise, experience and
pride in market the product service sale. Media A combination of print ads and TV
commercial do a better job. Local ads and publicity should be giving more stress.
Hoardings, banners, wall painting should be promoted, as some expenses are also
beard by dealers. Ads on Cable network result greater audience attention. Schemes,
gift offers etc. must be highlighted through Radio and Local newspapers.

Sales Promotion:
Cash discount
Premiums
Appointment of sale promoter
Financial schemes

Occasional Discount:
The company may go for occasional discount offers or price off from time
to time specially during any festival. Off season discount may also prove helpful to
check fluctuating sales.
QUESTINNAIRE
Name of the respondent: ………………………………………………………………..
Occupation: …………………………………………….
Contact no: …………………………………………….

E Mail ID: …………………………………………………………………………

Q.1 Price of Reliance Netconnect…………


a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.2 Speed of Reliance Netconnect…………
a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.3 Billing system of Reliance Communication for Netconnect………….
a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.4 Tarrif plans of Reliance Netconnect………
a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.5 Issue resolution regarding the problems in Netconnect……….
a)Very good b) Good c) Not applicable d) Dissatisfied
e) Very dissatisfied
Q.6 Services in timely manner……..
a)Very good b) Good c) Not applicable d) Dissatisfied
e) Very dissatisfied
THANK YOU