Customer Satisfaction Survey and consumer behaviour report towards Airtel

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Page 1: Customer Satisfaction Survey and consumer behaviour report towards Airtel

INDEX

CHAPTER -1

INTRODUCTION

CUSTOMER SATISFACTION MEASUREMENT

METHODLOGIES

IMPROVING CUSTOMER SATISFACTION

CUSTOMER SATISFACTION SURVEYS

BENEFITS AND CHALLENGES

CHAPTER -2

RESEARCH METHODLOGY

METHODS OF RESEARCH

NEEDS OF THE STUDY

OBJECTIVES OF THE STUDY

LIMITATIONS OF THE STUDY

CHAPTER -3

INDUSTRY PROFILE

COMPANY PROFILE

PRODUCT PROFILE

CHAPTER -4

DATA ANALYSIS

INTERPRETATION

CHAPTER -5

FINDINGS & SUGEESTIONS

BIBLOGRAPHY

QUESTIONNAIRE

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INTODUCTION

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Customer satisfaction is a term frequently used in marketing, it is a measure of how

products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction is defined as “the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services exceeds

specified satisfaction goals. In a competitive marketplace where businesses compete for

customers, customer satisfaction is seen as a key differentiator and increasingly has

become a key element of business strategy. Therefore, it is essential for businesses to

effectively manage customer satisfaction. To be able do this, firms need reliable and

representative measures of satisfaction. Businesses monitor customer satisfaction in

order to determine how to increase their customer base, customer loyalty, revenue, profits,

market share and survival. Although greater profit is the primary driver, exemplary

businesses focus on the customer and his/her experience with the or ganization. They work

to make their customers happy and see customer satisfaction as the key to survival and

profit. Customer satisfaction in turn hinges on the quality and effects of their experiences

and the goods or services they receive.

Customer Satisfaction

The definition of customer satisfaction has been widely debated as organizations

increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of

situations and connected to both goods and services. It is a highly personal assessment that

is greatly affected by customer expectations. Satisfaction also is based on the customer’s

experience of both contact with the organization (the “moment of truth” as it is called in

business literature) and personal outcomes. Some researchers define a satisfied customer

within the private sector as “one who receives significant added value” to his/her bottom

line—a definition that may apply just as well to public services. Customer satisfaction

differs depending on the situation and the product or service. A customer may be satisfied

with a product or service, an experience, a purchase decision, a salesperson, store, service

provider, or an attribute or any of these. Some researchers completely avoid “satisfaction”

as a measurement objective because it is “too fuzzy an idea to serve as a meaningful

benchmark.”4 Instead, they focus on the customer’s entire experience with an organization

or service contact and the detailed assessment of that experience.

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For example, reporting methods developed for health care patient surveys often ask

customers to rate their providers and experiences in response to detailed questions such

as, “How well did your physicians keep you informed?” These surveys provide “actionable”

data that reveal obvious steps for improvement. Customer satisfaction is a highly personal

assessment that is greatly influenced by individual expectations

Some definitions are based on the observation that customer satisfaction or

dissatisfaction results from either the confirmation or disconfirmation of individual

expectations regarding a service or product. To avoid difficulties stemming from the

kaleidoscope of customer expectations and differences, some experts urge companies to

“concentrate on a goal that’s more closely linked to customer equity.” Instead of asking

whether customers are satisfied, they encourage companies to determine how customers

hold them accountable Customer satisfaction, a business term, is a measure of how

products and services supplied by a company meet or surpass customer expectation. It is

seen as a key performance indicator within business

Customer satisfaction depends on the product’s performance relative to a buyer’s

expectation, the customer is dissatisfied. If preference matches expectations, the customer

is satisfied. If preference is exceeds expectation, the customer is highly satisfied or

delighted outstanding marketing insurance companies go out of their way to keep their

customer satisfied. Satisfied customers make repeat purchases insurance products and tell

other about their good experiences with the product. The key is to match customer

expectations with company performance. Smart insurance company’s aim to delight

customers by promising only what they can deliver, then delivering more than the

promise. Consumers usually face a broad array of products and services that might satisfy

a given need. How do they choose among these many marketing makers offers?

Consumers make choices based on their perception of the value and satisfaction that

various products and services deliver.

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Customer value is the difference between the values the customer gains from owning

and using a product and the costs of obtaining the products customers from expectations

about the value of various marketing offers and buy accordingly. How do buyers from their

expectations? Customer expectations are based on past buying experiences, the opinion of

friends and marketer and competitor information and promises.

Customer satisfaction with a purchase depends on how well the product’s performance

lives up to the customers’ expectations. Customer satisfaction is a key influence on future

buying behaviour. Satisfied customers buy again and tell others about their good

experiences dies-satisfied customer’s of ten switches to competitors and disparage the

products to others. An insurance provider open only to active duty, retired and separated

military members and their immediate families and therefore not included in the rankings,

achieved a satisfaction ranking equal to that any insurance company.

In general, customer satisfaction with auto insurance providers decreased

significantly, with 20 of the 21 companies surveyed decreasing in satisfaction from the

previous year. Insurance is the only carrier that did not experience a decline in

satisfaction. Though consumers report their insurance carriers are resolving their claims

and problems faster. Businesses survive because they have customers who are willing to

buy their products or services. However, many businesses fails to “check in” with their

customers to determine whether they are happy or not and what it will make to make or

keep them happy.

According to U.S consumers’ affairs department, it costs five times more to gain a

new customer than to retain an existing one. Other studies have repeated that with just a

five percent increase in Customer retention’s a firm can raise its profitability customers

spend salary at first, but with succeeding years of good experience, they will spend

increasingly more.

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Depending on the industry and the nature of the bad experience, dissatisfied

customers will complain to 10 to 20 friends and acquaintances, which is three times more

than those with good experiences are. Hence, the negative information is influential, and

consumers generally place significant weight on it when making a decision. If that is not the

reason enough, fierce competitor is needed more and more to differentiate firms from one

another. With technology available to virtually every one today, the traditional features and

cost advantages are no longer relevant. Still product and service quality provides an

enormous opportunity to distinguish a firm from the rest. The Japanese have recognized

this and have though us to expect quality. Today’s consumers do, and they know more

about products and services than they ever did.

Customers are the best source of information. Whether to improve an existing

product or service or whether firms are planning to launch something new. There is no

substitution for “getting it from horse’s mouth” When you talk to your customer directly, to

increase your odds for achieving success you “mistake-proof” your decisions and work on

what really matters. When you routinely ask the customers for feedback and involve them

in business they, in turn, become committed to the success of your business.

Customer Satisfaction Measurement: -

A basic and effective base line customer satisfaction survey program should focus

on measuring customer perceptions of how will the company delivers on the critical

success factors and dimensions of the business as defined by the customers:

For example:

Service Promptness

Courtesy of Staff

Responsiveness

Understanding the customer problem, etc.

The findings of the company performance should be analyzed both with all customers and

by key segments of the customer population. The essential starting point for Customer

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Satisfaction Measurement (CMS) is exploratory research. Since satisfaction is about an

organization’s ability. To meet customer requirement one has to start by clarifying with

customers exactly what those requirements are. This is done through exploratory research

using focus groups or one to one depth interviews.

Two main factors determine the accuracy of CMS. The first is the asking the right

question and the second is the asking them to the right people sample of customers which

accurately reflects the customer base.

Three things decide the accuracy of a sample. They are:

It must be representative.

It must be randomly selected.

It must be adequate enough.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers.

Measuring customer satisfaction provides an indication of how successful the organization

is at providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of

satisfaction will vary from person to person and product/service to product/service. The

state of satisfaction depends on a number of both psychological and physical variables

which correlate with satisfaction behaviors such as return and recommend rate. The level

of satisfaction can also vary depending on other factors the customer, such as other

products against which the customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer

satisfaction with a service by using the gap between the customer's expectation of

performance and their perceived experience of performance. This provides the researcher

with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended

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the disconfirmation theory by combining the "gap" described by Parasuraman, Zenithal and

Berry as two different measures (perception and expectation) into a single measurement of

performance relative to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements

using a Linker Technique or scale. The customer is asked to evaluate each statement in

terms of their perception and expectation of performance of the service being measured.

Methodologies

American Customer Satisfaction Index (ACSI) is a scientific standard of customer

satisfaction. Academic research has shown that the national ACSI score is a strong

predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of

Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research

has shown that ACSI data predicts stock market performance, both for market indices and

for individually traded companies. Increasing ACSI scores has been shown to predict

loyalty, word-of-mouth recommendations, and purchase behaviour. The ACSI measures

customer satisfaction annually for more than 200 companies in 43 industries and 10

economic sectors.

In addition to quarterly reports, the ACSI methodology can be applied to private

sector companies and government agencies in order to improve loyalty and purchase

intent. Two companies have been licensed to apply the methodology of the ACSI for both

the private and public sector: CFI Group, Inc. applies the methodology of the ACSI offline,

and Foresee Results applies the ACSI to websites and other online initiatives. ASCI scores

have also been calculated by independent researchers, for example, for the mobile phones

sector, higher education, and electronic mail.

The Kano model is a theory of product development and customer satisfaction

developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into

five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano

model offers some insight into the product attributes which are perceived to be important

to customers. Kano also produced a methodology for mapping consumer responses to

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questionnaires onto his model. SERVQUAL or RATER is a service-quality framework that

has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian

Customer Satisfaction Barometer) to indicate the gap between customer expectations and

experience.

J.D. Power and Associates provides another measure of customer satisfaction, known

for its top-box approach and automotive industry rankings. J.D. Power and Associates'

marketing research consists primarily of consumer surveys and is publicly known for the

value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well.

These include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the

Stages of Excellence framework and which helps define a company’s status against eight

critically identified dimensions. For Business to Business (B2B) surveys there is the Info

Quest box. This has been used internationally since 1989 on more than 110,000 surveys

(Nov '09) with an average response rate of 72.74%. The box is targeted at "the most

important" customers and avoids the need for a blanket survey.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of

customer satisfaction. The International Customer Service Institute (TICSI) has released

The International Customer Service Standard (TICSS). TICSS enables organizations to focus

their attention on delivering excellence in the management of customer service, whilst at

the same time providing recognition of success through a 3rd Party registration scheme.

TICSS focuses an organization’s attention on delivering increased customer satisfaction by

helping the organization through a Service Quality Model. TICSS Service Quality Model uses

the 5 P's - Policy, Processes People, Premises, Product/Services, as well as performance

measurement. The implementation of a customer service standard should lead to higher

levels of customer satisfaction, which in turn influences customer retention and customer

loyalty.

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Customer Satisfaction Surveys:

Surveys and questionnaires are the most common marketing research methods. Typically,

they are used to:

Assess the level of customer satisfaction with a particular product, service or

experience

Identify factors that contribute to customer satisfaction and dissatisfaction;

Determine the current status or situation of a product or service;

Compare and rank providers;

Estimate the distribution of characteristics in a potential customer population; or

Help establish customer service standards.

Benefits and Challenges:

Surveys allow an organization to quickly capture vital information with relatively little

expense and effort. A primary advantage of this method is its directness: “the purpose is

clear and the responses straightforward.” Additionally, the information gathered by

surveys can easily be analyzed and used to identify trends over time. The public views

consumer product polls and pollsters in a generally positive manner compared to political

and other polls. One study found that at least sixty percent of the public feels that market

research about products and services has a positive impact on society. Seventy percent

consider the people who conduct such surveys to have positive impacts on society.

A major disadvantage of customer surveys is that the responses may be influenced

by the measurement itself through various forms of bias. For example, most surveys are

voluntary, and some researchers have found differences between survey respondents and

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non-respondents. People who respond to surveys answer questions differently than those

who do not respond, and late responders answer differently than early responders.

COMPANY PROFILE

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Bharti Airtel Limited is a leading global telecommunications company that

ranks amongst the top 4 mobile service providers globally, in terms of subscribers. The

revenue from operations is INR 4,53,509* Mn and its net profit is INR 50,963* Mn. It

employs over 15,563 people full time. In India, the Company offers products and services

both for the end consumer as well as for businesses. The consumer business offers 2G, 3G

and 4G wireless services, mobile commerce, fixed line services, high speed DSL broadband,

IPTV and Digital TV. The enterprise services include national & international long distance

services to large enterprises, carriers and tower infrastructure services. In the rest of the

geographies (i.e. Africa), it offers 2G and 3G wireless services and mobile commerce.

Headquartered in New Delhi, India, the company has operations in 20 countries across

Asia and Africa. Our network coverage extends to over 4,65,482 towns and villages in India.

Our products are available at over 1.4 million retailers, and by end March 2013, we had

over 271 million subscribers across operations in two continents. It is our vision that by

2015, Airtel will be the most loved brand, enriching the lives of millions across the world.

Our corporate vision describes what we aim to do. Our values of AIR - “Alive, Inclusive and

Respectful” - describe how

we intend to get there.

Alive

We are alive to the needs of our customers. We act with passion, energy

and a 'can do' attitude to help our customers realise their dreams.

Inclusive

Airtel is for everyone — we champion diversity, recognizing the breadth

and depth of the communities we service. We work with them, anticipating, adapting and

delivering solutions that enrich their lives.

Respectful

We live the same lives as customers, sharing the same joys and the same

pains. We never forget that they are why we exist. We act with humility, honesty and

mutual respect.

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Sunil Bharti Mittal founded the Bharti Group. In 1983, Mittal was in an

agreement with Germany's Siemens to manufacture push-button telephone models for the

Indian market. In 1986, Mittal incorporated Bharti Telecom Limited (BTL), and his

company became the first in India to offer push-button telephones, establishing the basis of

Bharti Enterprises. By the early 1990s, Sunil Mittal had also launched the country's first fax

machines and its first cordless telephones. In 1992, Mittal won a bid to build a cellular

phone network in Delhi. In 1995, Mittal incorporated the cellular operations as Bharti Tele -

Ventures and launched service in Delhi. In 1996, cellular service was extended to Himachal

Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings , and extended cellular

operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell

Communications, in Chennai. In 2001, the company acquired control of Spice Cell in

Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Bombay

Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone

operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control

of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and

Nicobar. This expansion allowed it to offer voice services all across India. In 2009, Airtel

launched its first international mobile network in Sri Lanka. In 2010, Airtel acquired the

African operations of the Kuwait-based Zain Telecom. In March 2012, Airtel launched a

mobile operation in Rwanda.

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Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in

July 2004 becoming to the first operator in India to do so. The Airtel theme song, composed

by A.R. Rahman, was the most popular tune on that year.

During the 2009–10 financial year, Bharti negotiated for its strategic

partner Alcatel-Lucent to manage the network infrastructure for the tele-media business.

On 31 May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for setting

up an Internet Protocolaccess network (mobile backhaul) across the country. This would

help consumers access internet at faster speed and high quality internet browsing on

mobile handsets.

In May 2013, Bharti Infotel paid Rs 50,000 as compensation to a customer

"for unfair trade practices". The customer alleged that the company continued to

aggressively demand payment despite customer requests for disconnection of service.

Mobile Services

Airtel operates in all telecom circles of India. Airtel is the largest operator

in rural India, with 83.82 million subscribers as of April 2013. Airtel was the 6th most

valued brand according to an annual survey conducted by Brand Finance and The

Economic Times in 2010.

3G

On 18 May 2010, the 3G spectrum auction was completed and Airtel paid

the Indian government 122.95 billion (US$1.9 billion) for spectrum in 13 circles, the most

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amount spent by an operator in that auction. Airtel won 3G licences in 13 telecom circles of

India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (West),

Rajasthan,West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu &

Kashmir. Airtel also operates 3G services in Maharastra & Goa and Kolkata circles through

an agreement with Vodafone and in Gujarat through an agreement with Idea. This gives

Airtel a 3G presence in 15 out of 22 circles in India. Airtel is fined by DoT 3.50 billion for

not stopping offering 3G Services through Roaming Pacts outside its Licensed Zones in

Seven Circles.

On 20 September 2010, Bharti Airtel said that it had given contracts

to Ericsson India, Nokia Siemens Networks (NSN) and Huawei Technologies to set up

infrastructure for providing 3G services in the country. These vendors would plan, design,

deploy and maintain 3G–HSPA (third-generation, high-speed packet access) networks in 13

telecom circles where the company had won 3G licences. While Airtel awarded network

contracts for seven 3G circles to Ericsson India, NSN would manage networks in three

circles. Chinese telecom equipment vendor Huawei Technologies was introduced as the

third partner for three circles.

Airtel launched 3G services in Bangalore on 24 January 2011. On 27

January 2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On 27 July

2011, 3G services were launched in Kerala's 3 largest cities –

Kochi, Kozhikode and Thiruvananthapuram.

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Airtel 3G services are available in 200 cities through its network and in 500

cities through intra-circle roaming arrangements with other operators. Airtel had about 5.4

million 3G customers of which 4 million are 3G data customers as of September 2012.

4G

On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum

auction in India ended. Airtel paid 33.1436 billion (US$520 million) for spectrum in 4

circles:Maharashtra and Goa, Karnataka, Punjab and Kolkata. The company was allocated

20 MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and

operated by ZTE in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens

Networks in Maharashtra and Goa. On 10 April 2012, Airtel launched 4G services through

dongles and modems using TD-LTE technology in Kolkata, becoming the first company in

India to offer 4G services. The Kolkata launch was followed by launches in Bangalore(7 May

2012), Pune (18 October 2012), and Chandigarh, Mohali and Panchkula(Tricity)(Airtel

broadband authorized Distributor in chandigarh) (25 March 2013). Airtel obtained 4G

licences and spectrum in the telecom circles of Delhi, Haryana, Kerala and Mumbai after

acquiring Wireless Business Services Private Limited, a joint venture founded by

Qualcomm, which had won BWA spectrum in those circles in the 4G spectrum auction.

Airtel launched 4G services on mobile from February 2014. The first city to get the service

was Bangalore. Airtel had 100,000 4G subscribers as of January 2014.

WiFi

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Airtel has plans to launch WiFi services, initially in Delhi NCR, Mumbai and Bangalore. Users can use the service by finding a hotspot and selecting the 'airtel WiFi Zone'.

Airtel Money

Airtel has started a new mCommerce platform called Airtel Money in

collaboration with Infosys and SmartTrust (now Giesecke & Devrient). The platform was

launched on 5 April 2012, at Infosys' headquarters in Bangalore. Using Airtel Money, users

can transfer money, pay bills and perform other financial transactions directly on the

mobile phone. It has an all-India presence. Certain charges are levied per Airtel Money

transaction.

SmartDrive

SmartDrive is navigation app exclusive to Airtel customers. The app

features voice-based turn by turn navigation, traffic updates, and approximate travel time

based on current conditions. The app was launched on 12 September 2012. At the time of

launch, it was available only in Bangalore, Mumbai and NCR. Services are currently

available in Chennai.Service will be expanded to Pune and Hyderabad by December 2012.

iPhone

The iPhone 3G was rolled out in India in 2008 by Airtel. However, high

prices and contract bonds discouraged consumers and it was not as successful as

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the iPhone is in other markets of the world. Airtel introduced the iPhone 4 on 27 May 2011

and the iPhone 5 on 2 November 2012.

1995

2G

Launch of Delhi Mobile Network

• Mobile Voice Services

• Basic Data Transmission -

SMS/MMS/e-mail

• Increased privacy - digitally

encrypted messages

2011

3G

Third Generation of Wireless

Technology

• Internet Speed up to 20 mpbs

• Video Conferencing / Video

Calling

2014

4G

Fourth Generation of Wireless

Technology

• Heterogeneous Network

• Self optimizing & Context Aware

• High Speed Internet up to 100

mpbs

• High Quality Multimedia Video

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Airtel Easy recharge

• High Definition Gaming

Denomination(Range)

TalkTime Range Value (Rs)

Processing

Fee (Rs)

Service

tax (Rs)

Validity

(days)

5 All India calls at 1p/sec 4.45 0.55 5 days

discounted tariff

recharge

6 65 local / national sms 5.34 0.66 1 Day

SMS rechar

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7 National Roaming

incoming Free,Outgoing @1.6p/sec

6.23 0.77 1 day discou

nted tariff

recharge

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8 35 MB 2G data 7.12 0.88 1 day 2G intern

et rechar

ge

9 Local Mob calls@30p/min 8.01 0.99 3 days

discounted tariff

rechar

ge

10 7.9 1 1.1 unlimited

top up rechar

ge

11 STD @25ps for 25min post @35ps

9.79 1.21 4 days

discounted tariff

recharge

12 40 Local A2A 10.68 1.32 2 days

discounted tariff

recharge

15 170 Local/ national SMS 13.35 1.65 5 days

SMS rechar

ge

16 All India Local & STD

Mobiles @1.1p/s

14.24 1.76 28

days

discou

nted tariff

recharge

17 Gulf 12p.Yem,Qatar

17p.Rates ps/sec

15.13 1.87 28

days

discou

nted tariff

recharge

18 80 MB Data valid for 3 Days [GPRS]

16.02 1.98 3 days

2G intern

et rechar

ge

19 100 local and National 7.91 2.09 30 top up

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SMS/day @ 10 Paisa+ Rs 9 TT

days recharge

20 15.8 2 2.2 unlimited

top up rechar

ge

21 230 Local/National SMS 18.69 2.31 7

days

SMS

recharge

22 STD Calls @ Rs 1/3miin 19.58 2.42 28 days

discounted tariff

rechar

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23 Kuwait(00965)@8p/sec, Bangladesh(00880)@7p/

sec, Oman(00968)@14p/sec,

Qatar(00974)@14p/sec, Malaysia(0060)@6p/sec,

UAE(00971),Saudi Arabia(00966),Bahrain(0

0973)@10p/sec. click here

20.47 2.53 28 days

discounted tariff

rechar

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24 60 MB 3G Data 21.36 2.64 3 days

3G intern

et

recharge

25 120 MB 6.96 7.04 4 Days

2G intern

et

recharge

26 26 Talktime+ STD SMS@50p/SMS valid 3

days

23.14 2.86 3 Days

others

27 National Roaming incoming Free,Outgoing

@1.2p/sec

24.03 2.97 28 days

discounted

tariff rechar

ge

28 Local airtel mob @15p/m 24.92 3.08 7 discou

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and other Local mobile @30p/min

days nted tariff

recharge

29 450 SMS Local/National

Airtel to Airtel

25.81 3.19 20

Days

SMS

recharge

30 23.7 3 3.3 unlimited

top up rechar

ge

32 All STD @35p/min 28.48 3.52 28 Days

discounted

tariff rechar

ge

33 150MB Facebook Free + 5 MB data

29.37 3.63 15 days

2G intern

et rechar

ge

34 375 local A2A night mins (11pm-6am)

30.26 3.74 15 Days

discounted

tariff rechar

ge

35 Local mobile calls@35p/m

31.15 3.85 28 days

discounted

tariff rechar

ge

35 30ps/min for all local mobile calls

31.15 3.85 28 days

discounted

tariff rechar

ge

36 160MB 2G+60 Night local airtel mins

32.04 3.96 4 days

2G intern

et

recharge

37 Local mobile [email protected]/s

32.93 4.07 28 days

discounted

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tariff rechar

ge

39 Local A2A 0.5ps/S,A2M 0.7/s,First 2 [email protected]/s

34.71 4.29 28 days

discounted

tariff rechar

ge

44 490 Local/National SMS 39.16 4.84 20 days

SMS rechar

ge 45 225 MB 40.05 4.95 6

Days

2G

internet

recharge

46 Loc A2A

25p/m,A2M@35p/m, First 2 [email protected]/s

40.94 5.06 28

days

discou

nted tariff

recharge

47 STD calls at 25P/Min (

first 180 mins), 35P/Min (post 180 Mins)

41.83 5.17 28

days

discou

nted tariff

recharge

48 125 MB 3G data 42.72 5.28 7

days

3G

internet

recharge

49 25p/m Loc A2A 43.61 5.39 28

days

discou

nted tariff

recharge

50 41.5 3 5.5 unlimited

top up rechar

ge

54 600 Local/National SMS 48.06 5.94 28 days

SMS rechar

ge

Page 24: Customer Satisfaction Survey and consumer behaviour report towards Airtel

55 Loc+STD mobiles @35p/min

48.95 6.05 28 days

discounted tariff

rechar

ge

58 US ,Canada calls @ 1p/sec,

click here

51.62 6.38 28 days

discounted tariff

rechar

ge

63 Local A2A 0.5ps/s,Local A2M 0.7/s

56.07 6.93 28 days

discounted tariff

rechar

ge 64 50 Talktime ( Unlimited

Validity ) 70 MB 2G Data,

6.96 7.04 3

Days

others

65 Local A2A 25p/m, Loc A2M @ 35p/m

57.85 7.15 28 days

discounted tariff

rechar

ge

68 300 MB 2G+ 100 Night Local airtel Mins

60.52 7.48 10 days

2G intern

et rechar

ge

69 15p/m Local A2A 61.41 7.59 28 Days

others

70 Upto Rs 90 talktime, Min talktime Rs 60

3.00 7.70 Unlimited

top up rechar

ge

71 10 ISD mins to Nepal 63.19 7.81 10days

others

75 75 Talktime+ STD

SMS@50p/SMS valid 10 days

- - 10

Days

others

76 375 MB 67.64 8.36 11 Days

2G intern

et

recharge

Page 25: Customer Satisfaction Survey and consumer behaviour report towards Airtel

78 National Roaming incoming Free,Outgoing

@1.6p/sec

69.42 8.58 30 days

discounted tariff

rechar

ge

86 Rs 50 Talktime (Unlimited Validity)

150MB 2G Data

6.96 7.04 10 days

others

89 15p/m Loc A2A 79.21 9.79 28 Days

discounted

tariff rechar

ge

90 78.1TT 3 9.9 Unlimited

top up rechar

ge

92 All STD calls @ 35ps/Min 81.88 10.1

2

90

days

discou

nted tariff

recharge

95 30 ISD Mins 84.55 10.4

5

15

days

discou

nted tariff

recharge

98 450 MB 2G+100

Local/national Airtel sms

87.22 10.7

8

14

days

2G

internet

recharge

102 875 Secs to Gulf+12p/s 2

Gulf post 875 Secs click here

90.78 11.2

2

30

Days

discou

nted tariff

recharge

104 250 MB 3G Data 92.56 11.44

14 days

3G intern

et rechar

ge

110 100 NA NA NA top up

Page 26: Customer Satisfaction Survey and consumer behaviour report towards Airtel

recharge

111 200 Loc & STD Mins 98.79 12.21

15 days

discounted tariff

recharge

115 50TT - Unlimited Validity + Local airtel calls @ 20P/min, Other Local

calls at 30P/min

102.35 12.65

30 day

others

126 625 MB 2G 112.14 13.8

6

25

Days

2G

internet

recharge

135 240 local and National

minutes

120.15 14.8

5

30

days

top up

recharge

148 450 Local A2A mins 131.72 16.28

28 days

discounted tariff

recharge

149 750 MB 132.61 16.39

21 Days

2G intern

et

recharge

150 150 talktime 3 16.5 Unlimited

top up rechar

ge

175 1 GB 155.75 19.25

28 Days

2G intern

et rechar

ge

186 186 TT, Unlimited Validity + Kuwait @

6P/Sec, UAE, Saudi, Bahrain @ 10P/Sec, Local

& STD mobile @

165.54 20.46

14days

others

Page 27: Customer Satisfaction Survey and consumer behaviour report towards Airtel

1.5P/Sec, LL@ 2P/Sec

197 600 MB 3G Data 175.33 21.67

25 days

3G intern

et rechar

ge

199 1400 Local Airtel Mins 177.11 21.89

15 days

others

200 Rs 200 talktime - Jackpot Recharge

0 0 Unlimited

top up rechar

ge

201 1.25 GB Unlimited 178.89 22.11

28 days

2G intern

et rechar

ge

202 510 local mins 179.78 22.22

30 days

others

205 15p/m Loc A2A 182.45 22.5

5

84

days

discou

nted tariff

recharge

219 Rs 219 talktime(main a/c) + Local calls

@40p/min

NA NA 30 days

others

220 210 TT 0 - Unlimited

top up rechar

ge

248 1 GB 3G Data 220.72 27.28

28 days

3G intern

et rechar

ge

249 Unlimited 2G data (High speed upto 3GB)

221.61 27.39

28 days

2G intern

et rechar

ge

265 1GB 3G internet + 75MB Facebook

235.85 29.15

28 days

3G intern

et

Page 28: Customer Satisfaction Survey and consumer behaviour report towards Airtel

recharge

299 Unlimited local airtel calls (upto 3000 mins)

266.11 32.89

30 days

others

300 310 talktime - - NA top up rechar

ge 306 Talktime of Rs 306 with

Roaming Incoming Free and Outgoing Call

(Local+STD) @1.6p/sec

0 33.6

6

28

Days

roami

ng

348 1.4 GB 3G Data 309.72 38.28

28 days

3G intern

et rechar

ge

349 Unlimited 2G data (High speed upto 5GB)

310.61 38.39

28 days

2G intern

et rechar

ge

498 2 GB 3G Data 443.22 54.78

28 days

3G intern

et rechar

ge

500 520 talkime - - NA top up rechar

ge

599 Unlimited 2G data (High

speed upto 10GB)

533.11 65.8

9

28

days

2G

internet

recharge

655 2.5 GB 3G Data 582.95 72.0

5

30

days

3G

internet

recharge

786 786 Talktime + All Local

& STD calls @ 0.786 /2 min

699.54 86.4

6

30

days

others

Page 29: Customer Satisfaction Survey and consumer behaviour report towards Airtel

for RC 28 - TalkTime of Rs 10 is available. Disclaimer - All daily / per day recharge packs will be valid till 12:00 midnight.

2G: post free usage charges applicable are 10p/10kb 3G: post free usage charges applicable are 4p/10kb

Airtel Voucher Rates

SC(Rs

)

Calling Value

(Rs)

Processin

g

Fee (Rs)

Servic

e tax

(Rs)

Validity

(days)

Grace

Period(days

)

Approximat

e Minutes

Of Usage

10 7.90 1 1.10 UNLIMITE

D

- -

20 15.80 2 2.20 unlimited NA NA

23 (ps/sec) UAE

Saudi

Bahrain10

Kuwait 6

20.47 2.53 30 days NA NA

25 50 All India

mins

22.25 2.75 3 days NA NA

25 150 MB

(GPRS),1p/10k

b post 1GB till

90 Days

22.25 2.75 5 Days NA NA

990 990 Talktime 0 - Unlimited

top up rechar

ge

2000 2000 talktime 0 - Unlimited

top up rechar

ge

3000 3000 Talktime 0 - Unlimited

top up rechar

ge

Page 30: Customer Satisfaction Survey and consumer behaviour report towards Airtel

26 26 TT + STD

SMS @

50ps/SMS

23.14 2.86 3 days NA NA

30 23.70 TT 3 3.30 UNLIMITE

D

NA NA

32 30p/min STD 28.48 3.52 30 days NA NA

45 300 MB 2G

data

40.05 4.95 10 Days NA NA

45 100 All India

mins

40.05 4.95 5 days NA NA

45 12p/sec to

Gulf

40.05 4.95 90 days NA NA

50 41.50 TT 3 5.50 unlimited NA NA

70 upto Rs 100 ,

min talktime:

Rs 60

- -- - - -

96 Mobile office

(Paper Pack).

NA NA 30 days NA NA

100 86 TT 3 11 unlimited NA NA

110 110 3 - Unlimited - -

150 150 0 - - - -

200 210 NA NA NA NA NA

Postpaid Services

Service Name Type of Services Description How to Access Postpaid Charges

Page 31: Customer Satisfaction Survey and consumer behaviour report towards Airtel

5 in 1 SPORTS

PACK

Optional Stay connected

with the NDTV 5 in 1 Sports Pack for

the latest action on

Football, Cricket, Tennis, Hockey

and Motorsports.

Dial 53515 or sms

SUB SPO to 566670

Rs 3/ day

543217 - For Ring Tones and

Music; To listen to songs and

download

ringtones

On Usage Airtel offers you the largest collection of

Hindi, English & Regional songs

that you can listen,

download and send as message to a

friend.

Just dial short code 543217

Rs. 2/min

Airtel Call Manager

Optional With this service one can keep their

loved ones informed when

user is in meeting,

driving, roaming or busy for particular duration and can

not take calls.

An SMS will alert

user of those trying to reach and can

decide when to call

back.

Activation Modes

(1) SMS CM to 52323. (2) Dial

*323#.

(3) Call 52323.

(4) Visit cm.airtel.in

Or download the App by sending CM to 52323.

User will also get SMS alerts for all

calls on mobile when anyone tries

calling.

Rs 30/month

Airtel Live SIM Services

On Usage airtel offers a range of services right on

your SIM Card. Access loads of fun

content and

exciting services like cricket, stocks Star Peep at the

touch of a few buttons

To download new services, choose

Whats new option on your SIM under

airtel services

menu.

Rs 3/- per message

Airtel Radio Optional Now listen over 1.5 lacs of songs in

different categories

n languages anytime anywhere.

Airtel Radio

presents 300 minutes of free music in just

Rs30/month

Just Dial 543213 or *321*13# from your Airtel mobile

and subscribe to Airtel Radio now

Rs.30 with 300 mins free music,

with 30 day validity

Page 32: Customer Satisfaction Survey and consumer behaviour report towards Airtel

Blackout Days -

SMS

On Usage On Black Out days,

all P2P SMS will be charged at

Standard SMS

Rates. Discounted SMS tariffs will not

be applicable.

Blackout Days 2014: 1. New Years (31st

December 2014) Blackout Days 2015: 1. New

Years(1st Jan 2015) 2. Holi 3. Choti Diwali 4.

Diwali 5. New Years (31st

December 2015)

On Usage Re1/Local SMS,

Rs1.5/National SMS &

Rs5/International

SMS

Call Conference Charges

Optional This service allows you to talk to 5

people at the same time making it ideal

for organising

events or discussing business.

NA Rs30/month

Conversion from Post-Paid to

Prepaid

Optional Convert your Post-Paid subscription to

Prepaid with ease.

Give in your request at the

nearest ARC.

No charges (Outstanding

should be clear)

Conversion from

Prepaid to Postpaid

Optional Convert your

Prepaid to Post-Paid subscription

with ease.

Give in your

request at the nearest ARC.

NA

Cricket Pack Optional Subscription based Product where

users can listen to commentary & get

cricket score

updates on their mobile

Call 543212601 Toll Free

Rs 5/Match Day

Duplicate Bill On Usage Request for a duplicate bill at 121 or register for e-bill

and view your detailed statement

online, with the

facility to segregate calculate your

personal usage.

Call 121 and give in your request

Rs. 50

Easy Music Optional Simply walk into your nearest Airtel

retailer and pick your favorite Hello Tunes or choose a

NA Subscription Rs. 36/month & Rs.

15/Hello Tunes Song. Rs. 10/-

Mono Ringtone.

Page 33: Customer Satisfaction Survey and consumer behaviour report towards Airtel

Melodious Ring

tone of your favorite song. It is

as simple as

recharging your phone with talktime.

English Guru On Usage Learn spoken English anytime

and anywhere at your convenience. A unique situation

based approach specially

customised to

Indian context.

Just dial 55066 to access the

service. Choose any situation and subscribe to the

service.

Subscription Rs 30 for 30 Days.

Fax and Data

service

Optional Take your office

wherever with airtel Fax and data

service. You can

send and receive data/fax documents

through your

mobile, access the internet, email accounts and

corporate databases on the

move.

Contact nearest

ARC or dial customer care 121

for more

information and plan activation.

Rs. 249 per month

& airtime charges as per bill plan.

Friends & family pack

Optional 3000 mins of calling free on one

Airtel number. After the free mins, tariff applicable as per

Bill Plan. Facility available on My

Plan Only

Call 121 Rs 149/ month

Friendz Chat Optional Now get a new life and make new

friends with AIrtel Friendz Chat.The product aims at

helping individuals to make new

friends amongst all

the Airtel users across India that

too without

disclosing their mobile

number/identity.

To subscribe- SMS SUB to

543216 (TOLL FREE) OR Call

543216(Rs 3/min)

OR Dial *321*6#

Rs30/20 days, Call Charges Rs 3/min

GPRS zero rental plan(2G)

Optional Stay connected to the internet and

access your e-mail anywhere anytime

Access the internet anytime,

anywhere.Dial *567# for

Zero Rental , 10 p/10KB download

charges.

Page 34: Customer Satisfaction Survey and consumer behaviour report towards Airtel

on your phone or

on your laptop with your mobile as a

modem.

activation.(Toll

Free)

Hello Tunes Optional Welcome your callers with your

favorite song when they call you. You can play different

Hello Tunes for different callers, set special hello tunes

for your friends, spouse and

business

associates.

Just dial 543211 to choose the song

of your choice

543211 calling charges Rs.3/min,

Subscription Rs.36/month,

Rs.15/Hello Tune

ISD Facility

activation

Optional For a post paid

customer in order to activate ISD facility on his

phone he needs to call up the call center for the

service.This service wiil be

activated free of

cost if the customer meets the applicable

requirements.

To activate the the

service the customer needs to call customer care

or visit the nearest ARC.

NA

Itemised Bill On Usage Itemised bill is a

detailed statement of your account, which helps you

keep track of all your calls, SMS

and other services.

Call 121 and give

in your request

Rs. 50

Live Aarti Optional Provides user an option to listen to

live feeds of gurbani, prayers from prominent

holy shrines on their mobile. This

service gives users

an experience of virtual presence at the temple/place of

worship premises and feel him/her

connected to actual

prayers activities happening at the temple at the that

point in time when

Dial 55200- IVR & USSD-*321*284#

Rs 30/15days

Page 35: Customer Satisfaction Survey and consumer behaviour report towards Airtel

the devotee has

called up the service.

Live Pandit Ji Optional Now get answwers for your health,

profession,

matrimonial and career related

doubts. Speak live

to our experienced team of

Astrologists and

get instant answers.

Dail 5432146 from your Airtel Mobile

Rs. 9/min

Love Ki Dispensary

Optional Love ki dispensary is an in-dial portal

which offers

answers to all your love related

queries. All you

have to do is to call Love ki dispensary

and leave your

query. Experts will evaluate your

query and provide

you with the best elucidation

Dial 54321799(tollfree)

Subscription: Rs10/10 days ( 30

minutes of

browsing everyday)

MMS On Usage airtel MMS [Multi-media Messaging Service] turns your

messages into a visual experience

MMS activation - Call customer care at 121. For MMS

Settings – send MMS to

543210(Toll Free)

Rs.5/MMS.

Mediphone - call a doctor

Optional Talk to doctor and get consultation for

health related issues 24*7

anywhere anytime

Dial 54445 Rs 35 per consultation (IVR

toll free)

Missed Call Alert Optional Get updates of all calls you miss if

your phone is switched off or you are unreachable.

Next time someone tries to call you

while you away you

will receive a SMS notification as soon as you are back in

the coverage area, or when you switch

on your phone.

To Activate MCA: 1) Dial *321*881#

2) Call 54888 (Toll Free)

3) Sms START

MCA and send it to 54321 (Toll

Free)

Charges: Rs30 for 30 days.

Rs. 30 per 30 days.

Page 36: Customer Satisfaction Survey and consumer behaviour report towards Airtel

PostPaid SMS

Packs

Optional Pay Rs25/Month

and get 20 Free Local + National

SMS per day for 30

days.

Pay Rs50/Month

and get 50 Free Local + National

SMS per day for 30

days.

Pay Rs85/Month

and get 90 Free Local + National SMS per day, for

30 days.

Pay Rs99/Month

and get 100 Free Local + National SMS per day, for

30 days.

Call Customer

Care (121) to activate

Depending on the

plan opted

Premium

Numbers

Optional Both existing and

non mobile owners are eligible for these premium

mobile numbers. Walk up to the

nearest ARC and

check the availability of your preferred mobile

numbers.

Give in your

request at the nearest ARC.

As per number tag

Radio Mirchi Optional Enjoy FM Music

from any handset from anywhere-ONLY on Airtel

Dial 59830 to

subscribe and listen (tollfree)

Rs. 10 for 100 min

for 7 days

Railway Enquiry Optional Call 139xx for PNR Status, Arrival/

Departure, Accommodation Availability, Fare

Enquiry, Ticket Booking through

Credit/ Debit Card,

SMS Ticket Booking Helpline or

Meal Booking.

SMS for PNR Status, Train

Arrival/Departure, Train Current

Position, Meal

For IVR Call 139xx

For USSD Dial *139#

SMS as below

For PNR Status SMS PNR (PNR

No) , Train

Arrival/Departure SMS AD (Tr No) (Stn STD Code) ,

Train Current Position SMS SPOT (Tr No),

Meal Request in Train SMS MEAL (PNR No), Seat

Call @ Rs.2 per min, SMS @ Rs 3

per SMS, dialing *139# is toll free

with Rs 3 per

query

Page 37: Customer Satisfaction Survey and consumer behaviour report towards Airtel

Request in Train,

Seat Availability, Tatkal Seat

Availability, Fare

Enquiry, Train Schedule, Trains

Between Two

Stations, Next Train, Time Table,

Platform

Information & Ticket Booking. For Help on SMS ticket

keywords type HELP and send it

to 139

Airtel Customers

can now dial *139#

for Railway Enquiry. The

following

information is available:

1. PNR Status 2.

Arrival/ Departure of Trains (Train

Schedule) 3. SPOT

TRAIN 4.Seat Availability 5. Fare Enquiry. 6. TRAIN

NO/Name enquiry 7. TRAIN timetable 8. Train schedule.

Avail SEAT (Tr

No) (Dt ddmmyy) (From Stn STD Code) (To Stn

STD code) (Class) (Quota) to, Tatkal Seat Avail SMS

TSEAT (Tr No) (Dt ddmmyy) (To Stn

Code) (To Stn

Code) (Class), TimeTable SMS TIME (Tr No) ,

Train Name/Number

SMS TN (Tr No/

Name) , Next Train SMS NEXT (From Stn Code)

(To Stn Code) , Train Route SMS

ROUTE(Tr

No),Station Code CODE(Stn Name) , Train Schedule

SMS SCHEDULE(Tr

No) , Fare Enquiry

SMS FARE (Tr No) (Dt ddmmyy) (From Stn STD

Code) (To Stn STD code) (Class)

(Quota) , Trains

Between Two Stations SMS

TRAIN (From Stn

Code) (To Stn Code) , Help on

SMS Ticket

Booking SMS HELP OR TKT

SIM Replacement Optional In event of a damage or loss of

your SIM, we

provide you with a replacement to

ensure your

immediate accessibility needs

are met.

Mandatory Documents:

Passport Size

photograph along with proof of

identity

Note: In case of damaged SIM old physical SIM to be

submitted.

Rs.25

SMS On Usage Make

arrangements share moments or just say hello, text

NA Re 1.00 for local

SMS , National Rs 1.5, International

Rs.5.00

Page 38: Customer Satisfaction Survey and consumer behaviour report towards Airtel

messaging is a fast

and convenient way to keep in

touch.

As per TRAI

guidelines , wef

27th Sept 11 , a Postpaid customer can send maximum

of 3000 SMS / bill cycle . The

customer will not

be able to send greater than 3000 SMS in a month .

The customers who

get greater than

3000 SMS (discounted /free)

within the bill plan ,

will be able to send a maximum of

3000 SMS within

the Bill Cycle.

** Note :

As per TRAI guidelines , the same will not be

applicable on blackout days as

per the list

available on Website

Customers on SMS

packs which offers daily SMS benefits (discounted /free

SMS) greater than 100 in a day will be restricted to a max

of 100 SMS /day.

SMS to 58888,

57272, 52424,54545 etc.

On Usage A host of services

are available on SMS. Download

ringtones,

wallpapers, logos,contests and a lot more through

SMS.

NA Rs. 3/SMS

STAR SPORTS

CRICKET PACK

Optional User gets Cricket

match commentary for India , sms score alerts ,

Dial 53776 Rs 5/Match Day ,

Rs 49/Month, Rs 90/60 days

Page 39: Customer Satisfaction Survey and consumer behaviour report towards Airtel

schedule and

complete cricket round up on

mobile.

Safe Custody Optional If you are not using your Airtel number

as you will be out of station but wish

to retain your

mobile number, We have an option where in you may

put your number in safe custody at a nominal rental of

Rs 50 + 12.36% tax per month.

All you need to do is pay Rs 50 + 12.36% tax *

months (duration which you need to

activate safe

custody) in advance. Minimum rent is 150+12.36%

tax for first 3 months.

For example, if you want to activate

safe custody for 6

month, you need to pay your rental in

advance

(Rs.50+12.36% * 6 months) to avoid

disruption of

services.

You may reactivate

the number anytime within the

safe custody

period, but rental for 3 months is

mandatory to be

paid.

Tax: As per Govt.

of India tax guideline it is

12.36%, which

includes 1. Service tax 12

*Clear your due amount (Billed &

Unbilled amount) and pay the

Advance rental for

the required period

*Give your request at the nearest

Airtel

store/Customer care at 121 or

email at

[email protected]

*Please include

your alternate contact number

and email ID in the

mail

*For Company

paid connection, please contact the

coordinator

Minimum rent of Rs150+12.36% for

the initial 3 months : thereafter Rs 50 +12.36% tax per

month

Page 40: Customer Satisfaction Survey and consumer behaviour report towards Airtel

%,

2. Education tax 2%

3. Secondary and

higher education tax 1%

Note For extension of

safe custody, rental

has to be paid in advance before completion of

existing period. In case of non-receipt of payment number

will get disconnected automatically.

Talkies Optional World of Movies Entertainment in 13

languages - Talkies, Super hit

Movies, Movie

Trailers/Previews, Songs, Dialogues

& much more

User can initiate the Request by

dialing on Short code 51010

accordingly can

subscribe for the Services & in

return will get the

desired service content or USSD

*321*510#

Rs.30/450 mins FREE / 20 Days

Voice Mail Optional Stay in touch with your friends &

family even while your phone is

switched off, out of

coverage, busy, or when you are not in a position to take

any calls. Voice Mail service will work in below

scenarios: Default -Not

reachable/Switched

Off Optional -Busy/No

Reply

To activate - Dial *321*671#

To deactivate - Dial *321*673#

Retrieval-Dial

52555 while in home circle and

09810098200

while in roaming. Capacity - 30

Messages of 60

Seconds each

No Subscription charge, retrieval

free in home circle, Roaming -as per roaming

call charges

Voice SMS On Usage Now add emotions to your sms by

sending a Voice SMS. To send a

Voice SMS to any

mobile number in India Just prefix *

to the 10-digit

You can send a Voice SMS

message to any mobile number in

your circle by

dialing * and suffixing it with the recipients mobile

Depositing a voice message-Re 0.75

2.Retriving VSMS 1st time(*0*)-Toll

free 3 Retrive

VSMS 2nd time onwards (*1*)

Re.0.75 4.

Page 41: Customer Satisfaction Survey and consumer behaviour report towards Airtel

mobile number and

call. Record your message after the

beep. You can

record your message maximum upto 30 sec. After

recording your message just press # or disconnect the

call. The system records your voice and sends it to the

person for whom you have left a

Voice SMS.

number

(*9xxxxxxxxx)

Sending reply Re.

0.75 per VSMS 5. Forward a VSMS

Re.0.75

airtel Live Portal On Usage Make your mobile the most

happening entertainment

destination with

airtel Live. Download latest ringtones, true

tones, games, wallpapers and

many more

goodies. You can also get download full songs on your

phone

Visit airtellive.com Browsing Charges as per your data

plan. Content Download charges

as applicable

Page 42: Customer Satisfaction Survey and consumer behaviour report towards Airtel

Industry profile

Cellular Industry:

The technology that gives a person the power to communicate anytime has spawned an

entire industry in mobile Telecommunication. Mobile telephones have become an integral part of

growth, success and efficiency of any business or economy. The most prevalent wireless

technology in the world today, is GSM. The DSM ASSOCIATION (Global System for Mobile

Communication) was instituted in 1987 to promote and expedite the adoption, development,

deployment and evolution of the GSM standard for digital wireless communication. The

association was formed as a result of a European community agreement on the need to adopt

common standard suitable for cross border European mobile communications. Starting off

primarily as it was then called soon came to represent the global system for mobile

communications as it achieved the status of a worldwide standard

Page 43: Customer Satisfaction Survey and consumer behaviour report towards Airtel

The GSM membership has grown exponentially since 1992. The membership now extends

to 501 members from over 161 countries. The 373 GSM networks worldwide now service over

369.9 million customers. The world’s satellite operators have also joined the GSM community,

which further adds to its strength and also its impact on world markets. GSM today, the world’s

leading digital standard accounts for 68.5% of the global digital wireless markets

An Overview of Cellular Industry in India:

The government of India recognizes that the provision of a world-class telecommunications

infrastructure and information is the key to rapid economic and social development of country. It

is the critical not only for the development of the information technology, but also has wide

spread ramifications on the entire economy of the country. It is also anticipated that going

forward, a major part of GDP of the country would be contributed by this sector. Accordingly, it

is of vital importance to the country that there be a comprehensive and forward looking

telecommunications policy that creates an enabling frame work for development of this industry.

The Indian government when considered the introduction of cellular services in to the

country made a land mark decision to the Introduce the GSM standard, leapfrogging obsolete

technologies. Although cellular licenses were made technology neutral in September 1999, all

the private operators are offering only GSM services. The first metro cellular network started

operating inn August 1995 in Calcutta. The industry already has 42 networks, covering more

than 600 towns and 7 cities and several thousand villages and servicing more than 3 million

subscribers all over the country.

Cellular telephony is still growing at a rate 50% annually in even the developed nations,

with technology up gradation. Cellular services are mow becoming popular in India. Telecom

density is only 2per 100, which is less than that of china (4.5per 100) and the world average (10

per 100). Cellular penetration is currently low at 0.1% compared to china (1.1%) and Malaysia

(2%) To improve penetration will simply an investment of over RS 600 billion in the next 5

years. By the year 2000, the industry had already Invested in excess of Rs.150 billion

and it is estimated that the financial commitment of the industry over the next 5years till 2005

will be approximately Rs. 200billon. As per the growth trends, COAI envisages a subscriber base

of 50 million by 2005.

Page 44: Customer Satisfaction Survey and consumer behaviour report towards Airtel

Contribution of the cellular industry:

Employment generation: it is estimated that the total employment generated by the cellular

industry is to the tune of 50,000 of which the majority will be professionally quailed people.

With the envisaged continuo growth of cellular networks, employment opportunities will grow in

continuo proportions.

Growth in GDP: A World Bank report has drawn a direct relationship, between growth in tale

industry and its impact on economic growth. The report states that for every 1-% increase in

Tele-density, there is a 3% increase in the growth of GDP.

Increased FDI Flow: The telecom sector attracts the largest foreign direct investment in the

country, with FDI inflow of RS.300 billion, accounting for almost one-fifth of FDI approvals

since 1991. Of this the bulk of the investment has flowed into the basic and cellular sectors with

the actual FDI into cellular service equals to 50% of the total inflows into tee telecom.

Heavy investment in infra structure: This sector is responsible for the single largest chunk of

investment by any individual industry – with an actual investment of RS.150 billon till the year

2005 for the revenue generation for the government of India. The cumulative revenues that have

already flowed to the government of India through license fee and non- license fee sources by

year 2000 are already in the region of RS.85 billion.

Latest developments in the Telecom sector:

In India telecom industry has gathered enough momentum in the past 5 years due to the

entrance of the private players in the telecom sector. There are loud noises in the telecom sector.

Obviously each operator shouted loudly when TRAI started unifying the access licenses. But

gradually, they settled down and the transition led to an explosive growth of the sector. There

will be even more growth when total unification takes place. TRAI is desperately working hard

to bring in this transition.

Given this back ground, the citation of the Asia Pacific’s Best regulator award 2004’ for

TRAI is really encouraging. It reads: “Telecom Regulatory Authority of India (TRAI) receives

the Asia Pacific Regulator of the year award for its unprecedented decision to allow for unified

licenses for telecom services in India ending finally the uncertain environment in which the

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telecom operators of India were working. The Indian telecom industry has been subjected to

certain degree of regulatory confusion from the time [the] industry was liberalized initially led by

concerns of independence of regulatory authority from the incumbent player. The situation was

not helped by near astronomical figures quoted as bids by potential cellular and fixed licensees in

the first round of liberalization of the entry of WLL based players complicated the already

complex issues in the industry.

BY allowing for [an] unified licensing regime under which both basic and cellular operators

are to be allowed to offer either type of service without the formality of acquiring a separate

license has allowed the optimism back in the industry and favourable to foreign investors. The

decision would allow the Indian Industry to grow appreciably over the next few years and make

telecom services available to a wide spectrum of the population in the country.”

Tariffs did come down for consumers. Just a few years ago, mobile tariffs used to be RS.16

a minute at both ends. Today’s regime of “calling Party Pays”, convergence, and the falling

trends of tariffs have lowered the effective charge to users, to below Re 1.00 per minute; (the

effective charge takes into account outgoing as well as incoming minutes). This declining trend,

and the sector’s consequential growth, is clearly demonstrated by the accompanying graph.

Sales promotion:

Sales promotion consists of a diverse collection of incentive tools, mostly short term,

designed to stimulate quicker or greater purchase of particular products or services by consumers

or the trade .Sales promotion is a key ingredient in marketing campaigns.

Whereas advertising offers a reason to buy, sales promotion offers an incentive to buy. Sales

promotion includes tools for consumer promotion- samples, coupons, cash refund offers, price

offs, premiums, prices, point - of- purchase displays and demonstration; Trade promotion –

prices off, advertising and display allowances, and free goods; and business and sales for

promotion – trade shows and conventions, contests for sales reps and specialty advertising.

Factors that contribute to the rapid growth of sales promotion:

Internal Factors:

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Promotion is now more accepted by top management as an effective sales tool; more

product managers are under great pressure to increase current sales.

External Factors:

The number of brands as increased; competitors use promotions frequently, many brands

are seen as similar: consumers are more price-oriented; the trade has demanded more deals from

manufactures; and advertising efficiency has declined because of raising costs, media clutter and

legal restraints.

1) Communication: They gain attention and usually provide information that may lead the

consumer to the product.

2) Incentive: They incorporate some concession, inducement or contribution that gives value to

the consumer. Incentive-type promotions are given to attract new tiers, to reward loyal customers

and to increase the repurchase rates of occasional users.

3) Invitation: They include a distinct invitation to engage in the transaction now. Companies

use sales promotion tools to draw a stronger and quicker buyer response. Sales promotion can be

used for short- run effects such as to dramatize product offers and boost sagging sales.

Major decisions in sales promotion:

In using sales promotion the following decisions are to be taken:

Establish objectives

Select the sales promotion tools

Develop the program

Pre-test the program

Implement and control the program

Evaluate the results

Impact of Brand Endorsement on promotion

Research on image built through endorsement of celebrities show that there are three aspects that

influence a consumer’s attitude of a brand.

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These are:

Attractiveness

Trustworthiness

Expertise

Examples of how some celebrities in India have been use in advertising in India have been used

in advertising to enhance brand image are listed below.

A film actress like Madurai Dixit is a credible source of information for soap. Khaitan, the owner

of the brand himself assures 100% reliability of the brand in the advertisement thus making the

information dependable. The Uprightness of Seshan makes him credible when he recommends a

frozen vegetable brand claiming that if you are a vegetarian you need not be “soft.” Nanina

Bolsover, well-known beautician can credibly advertise for sun silk and Tendulkar for Rocker

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“What is Neff to one person can be cult to someone else. The key is making sure an advert or

endorsement hits the right note with the people you are looking to retain or convert into

customers.”

Celebrity endorsements help garner saliency, connectivity, brand differentiation and

brand values. For Nerolac one of the biggest takeaways from the advert with Amitabh

Bachchan was saliency. He cut across all class, caste barriers because of his cult status

and his attention getting value.

Celebrities can increase consumer’s awareness of the advertisement, capture their

attention and make adverts more memorable

Heroes, authors, entertainers, and athletes; almost everybody seems to have been a part of

this tradition. In more ways than one, a celebrity is the product of information age.

Celebrities may be manufactured, but they do meet a psychological need.

Using a celebrity in advertising is therefore likely to positively affect consumers’ brand

attitudes and purchase intentions.

Aspects of a

Brand

Image Celebrity Product

Attractiveness Elegant

Beautiful

Classy

Renuka Sahni

Madurai Dixit

Pataudi

Whisper

Lux

“ Asian

Paints”

Royale

Trustworthiness Dependable

Honey

Reliable

Khaitan

Seshan T.N

Kapil Dev

Khaitan Fan

Frozen Vegetable

Boost

Expertise Knowledge

Qualified

Skilled

Sachin

Tendulkar

Naina Balsavar

Amjad Ali Khan

Rockers Shoes

Shampoo

Bazooka

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They help in raising awareness of not only you’re your ad campaign but also help in

profiling your organization to larger audiences and get media coverage.

Not only that, but they help in repositioning the organization in the public perception and

bolster a long running campaign.

Celebrities are known to be fine spokespersons and great tools for marketing because

they provide a “set of characteristics”

That supports consumers in evaluating the presented brand. In contrast to anonymous

endorsers, celebrities add value to the image transfer process by offering meanings of extra

depth and power

Airtel launches 'One Touch Internet' - the simplest way for first

time users to learn the internet

The Indian telecom market has entered a phase of data led growth. As data networks expand and

internet enabled devices become affordable – more and more Indians are getting online on their mobile

devices. However, our market research has shown that there are millions of customers across the

country who own an internet-ready mobile device and are keen on getting online,but are apprehensive

Page 50: Customer Satisfaction Survey and consumer behaviour report towards Airtel

due to reasons like lack of know-how and fear of incurring heavy data charges. Airtel's 'One Touch

Internet' will address these very customer challenges and play the crucial role of hand-holding first-time

mobile users as they discover the internet. We believe that this initiative can play a transformational

role inbreaking perception barriers among customers and demystifying the internet not only for the

young and urban, but for people from across generations and social strata – thus giving the Indian

masses an opportunity to enjoy their first ever internet experience".

Telecom Industry trends

Telecom is one of the fastest-growing industries in India. Today India stands as the

second-largest telecommunications market in the world. The mobile phone industry

in India would contribute US$ 400 billion in terms of gross domestic product (GDP)

of the country in 2014. This sector which is growing exponentially is expected to

generate about 4.1 million additional jobs by 2020, as per Groupe Speciale Mobile

Association (GSMA).

'One Touch Internet': Key features

• Opportunity for first-timedata users in India to learn & experience the internet

• One-stop-shop to see-try-buy internet services

• Simple & intuitive user interface specially designed to aid learning

• Free trial packs and video tutorials for popular services like Facebook, Twitter, YouTube

etc

• Intuitive pricing packs for first-time users

• Easy subscription to internet packs with 'My Account' management: Check balance for

TalkTime, data, trial usage etc.

• Available for 2G & 3G Airtel prepaid mobile customers with internet-enabled devices

• Launched in English & Hindi; 8 vernacular languages to be added

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In the period April 2000 to January 2014, the telecom industry has got in foreign

direct investments (FDI) of about US$ 59,796 million, which is an increase of 6 per

cent to the total FDI inflows in terms of US$, as per report published by Department

of Industrial Policy and Promotion (DIPP).

India’s global system for mobile (GSM) operators had 4.14 million rural subscribers

as of January 2014, bringing the total to 285.35 million.

Data traffic powered by third generation (3G) services grew at 146 per cent in India

during 2013, higher than the global average that saw usage double, according to an

MBit Index study by Nokia Siemens Networks (NSN).

India's smartphone market grew by 171 per cent in 2013, to 44 million devices from

16.2 million in 2012, as per research firm IDC India. The increasing popularity of

bring-your-own-device (BYOD) in the workplace is further adding momentum to the

smartphone market.

Indian telecom industry has grown from a tele-density of 3.58% in March 2001 to

74% in June 2013. This great leap in both number of consumers as well as

revenues from telecom services has not only provided sufficient contribution in

Indian GDP growth but also provided much needed employment to India youth.

Players in the market

BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5

per cent market share. Next is Bharti Airtle at 10.9% followed by Tata and Reliance

at 5% and 4.1% respectively.

BSNL as a company is growing and showed annual revenues of approximately $4.5

billion as of 2014. BSNL is serving more than 125 million customers across the

country and is catalyst in checking the price point for telecom services.

Also, with the government intensifying its rural focus, only BSNL can turn into reality

the next wave of rural telecom penetration.

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BSNL is a 100% Central Government entity and employees with BSNL are entitled to

get salaries and perks as decided by Government of India and not by BSNL

However both, MTNL and BSNL are plagued by declining revenues coupled with high

costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of

landlines and 90 per cent of broadband connections in India are operated by it.

“Vodafone is investing nearly US$ 3 billion over the next two years in India in

expanding its network infrastructure and distribution channel in the country,” as per

Vittorio Colao, CEO, Vodafone Plc.

BlackBerry plans to set up enterprise solutions centres to educate corporate

customers about various BlackBerry Enterprise Service (BES) 10 solutions. "India is

one of the fastest growing markets in terms of smartphone and mobile data

adoption,” said according to Sunil Lalvani, Managing Director (MD), BlackBerry

India.

Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities across the

country in the next two years.

Booming sectors

The tide has turned for the telecom sector in India, as growth and profitability has

accelerated in recent times. Tower companies are reaping benefits of a turnaround

in the sector as operators have started investing in networks to boost data

penetration.

However it is in the country’s booming mobile segment in which the major battles

are being fought. Three major private players – Bharti, Reliance and Vodafone -

with a formidable 54% share of the market between them, lead a large field of

mobile operators. State-owned enterprises –BSNL and MTNL – have also been

making their presence felt with a combined market share of 12%.

A look ahead

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According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,

Deloitte & Touche LLP, the big challenge for the telecom industry in 2014 – which

also presents a major growth opportunity for the sector – is that consumers are

getting addicted to connectivity and speed.

The ongoing expansion of the mobile ecosystem, coupled with demand for high-

bandwidth applications and services such as video and gaming, is keeping pressure

on the industry to increase the availability and quality of broadband connectivity.

Emerging Trends in Telecom Services

Telecom is a boming industry. GSM alone (which is about 85% of world-wide wireles market)

contributes about $ 3 Bilion revenue every day. While al sectors of economy are geting badly

impacted by the economic recesion and liquidity crunch, impact on telecom is a litle les severe, at

least in countries like India & China. Some people even argue that as the organizations tighten their

belts and reduce their expenditures, it may posibly lead to acelerated growth in some segments of

telecom industry. Tightening economic conditons are likely to make ‘work from home’ prefered

option – both for employers as wel as employes. At he same time, video conferencing is becoming

prefered mode of communication & relation building with customers. Al this is re sulting in ned

for beter & reliable communication leading to acelerated up-gradation to IP networks, further

penetration of Fibre in the aces network and rapid development & deployment of other asociated

technologies.

Keping the above discusion as the back-drop, this article loks at he emerging trends in Telecom

industry in medium term horizon (3-5 years) from the perspective of 3 key players – Customers (end-

users) who buy the services,Operators who sel these services and Equipment vendors who make

these services technicaly feasible and available.

Customers

Customers are always loking for value for money – high quality services & abundant choice at a

minimal cost! Key atributes are:

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1. Quality: Crystal clear quality in al modes of communication, at al times

2. Quantity: Variety of services – Voice, Data, Video & Mobilty – available at he same time,

from the same device and at high data speds

3. Cost: Customers have got used to the declining rates of telecom services and expect he trend

to continue in future as wel.

Operators

Some of the key chalenges/oportunites for the operators are

1. Customer care – Provide pleasant user experience and abundant choice in technologies and

product packages

2. Outsourcing: Outsource Network and IT functions to focus on core aspects of their busines

and strategic initatives

3. Inside building coverage – Ensure god coverage inside buildings even if it means sharing

network resources with competiors as nearly 70% of the voice & data cals are expected to

originate inside the buildings in the coming years

4. Coverage/Penetration in Rural areas – Adapt technology to make communication in rural

areas profitable

5. Fuel bil reduction – Fuel & Power contribute about 25% of operator’s OPEX. Operators

have great interest in technologies which reduce this expense as it improves their botom line

as wel as earns aproval from environmental considerations.

Network Vendors & Technologies

Technology advancements are driven by the aplications which customers find apealing and solve

the operational isues faced by operators. Some of the key ones are:

Triple Play, Mobilty & Coverage: Customers want to be able to use the triple play services

(Voice, Data and Video) al the time and everywhere – indor or outdor. Multi-bilion dolars are

being invested in development and enhancement of mobile technologies like 3G, WiFi, WiMax &

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LTE. Enhanced ned for Indor coverage is leading to development of Femto cels. Fixed Mobile

Convergence (FMC) is also gaining increased importance as it makes sense to switch from Mobile

aces to wire line aces as son as wire line aces becomes available

IP Technology: Development of MPLS technology which provides diferentiated and asured

Quality of Service (QoS) has overcome the best efort nature of IP telephony. Advancements in IP

technology have also opened up new modes of communications like web-colaboration, inteligent

cal-centre aplications etc. High quality video conferencing which provides almost a real interaction

experience is likely to become kiler aplication. DWDM enables very high bandwidth over fibre.

Since high bandwidth neds to be available at the customer premises as wel, Fibre is going to

penetrate deper in the aces network as wel.

Machine to Machine Communications: There are physical limits to the number of te lephone

conections that can be sold to human beings! Machine to machine communication can potentialy

increase it in the order of bilions! For this to be commercialy sucesful, it requires standardization

of protocols & simplicity of operation.

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Review

Of Literature

Customer Satisfaction

Some of the important related studies were reviewed for the support of the present study.

Customer satisfaction, as a construct, has been fundamental to marketing for over three decades.

As early as 1960, Keith (1960) defined marketing as “satisfying the needs and desires of the

consumer”. Hunt (1982) reported that by the 1970s, interest in customer satisfaction had increase

to such an extent that over 500 studies were published. This trend continued and by 1992, Peterson

and Wilson estimated the amount of academic and trade articles on customer satisfaction to be over

15,000.

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Several studies have shown that it costs about five times to gain a new customer as it does to keep

an existing customer (Naumann, 1995) and this results into more interest in customer

relationships. Thus, several companies are adopting customer satisfaction as their operational goal

with a carefully designed framework. Hill and Alexander (2000) wrote in their book that

“companies now have big investment in database marketing, relationship management and customer

planning to move closer to their customers”. Jones and Sasser (1995) wrote that “achieving customer

satisfaction is the main goal for most service firms today”. Increasing customer satisfaction has been

shown to directly affect companies’ market share, which leads to improved profits, positive

recommendation, lower marketing expenditures (Reichheld, 1996; Heskett et al., 1997), and greatly

impact the corporate image and survival (Pizam and Ellis, 1999).

The studies are Robins (2008) this paper is about marketing the next generation of mobile

Telephones. The study is about third generation of cell phone technology, what is usually known as

“3G” for short. There are various issues about that new innovative. One is how to price 3G handsets

and services at a level which will enable telephone operating companies to recoup the high prices

they have already paid to governments for operating licenses. Second the technology is not yet

complete, there are no agreed international standards and companies do not yet know what new

services the technology will prove capable of delivering effectively. All variants of 3G remain

dependent on largely unproven technology. Marketing 3G is going to be about services which are

new and in many cases, yet to be designed. At the same time, it will involve services which can also

be obtained by computer and other means. It follows that the marketing task will be high risk. First,

3G has no obviously unique selling proposition to build on except, perhaps, the combination of live

video and easy portability. Second, the potential customers have not yet had adequate opportunity

to signal their service likes and dislikes. Third, the cost and complexity of service provision leave

doubt about the market’s reaction to price.

Debnath (2008) this study explains that the prime focus of the service providers is to create a loyal

customer base by benchmarking their performances and retaining existing customers in order to

benefit from their loyalty. With the commencement of the economic liberalization in 1991, and with

a view to expand and improve telecom infrastructure through the participation of the private

sector, the Government of India permitted foreign companies holding 51 percent equity stake in

joint ventures to manufacture telecom equipment in India. The Indian Government has announced

a new policy, which allows private firms to provide basic telephone services. There had been a

monopoly of the state-owned department of telecommunications. However, several companies are

expected to benefit from the policy change.

Kalavani (2006) in their study analyzed that majority of the respondents have given favorable

opinion towards the services but some problems exist that deserve the attention of the service

providers. They need to bridge the gap between the services promised and services offered. The

overall customers’ attitude towards cell phone services is that they are satisfied with the existing

services but still they want more services to be provided Kumar (2008), in their study titled

“Customer Satisfaction and Discontentment of BSNL Landline Service: A Study” analyzed that at

present, services marketing plays a major role in the national economy. In the service sector,

telecom industry is the most active and attractive. Though the telecom industry is growing rapidly,

India’s telecom density is less than the world’s average telecom density as most of India’s market is

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yet to be covered. This attracts private operators to enter into the Indian telecom industry, which

makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the

market.

Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular Services: A

Customer Perspective” analyzed that the increasing competition and changing taste and

preferences of the customer’s all over the world are forcing companies to change their targeting

strategies. The study revealed the customer attitude and their satisfaction towards the cellular

services in Coimbatore city. It was found that advertisement play a dominant role in influencing the

customers but most of the customers are of opinion that promotional strategies of cellular

companies are more sale oriented rather than customer oriented Chris (2003) has analyzed

‘Telecom advertising in print media.’ This research attempted to investigate why Telecom theme

are used in advertisement, and the motives that lead companies and advertisers to use sport

celebrities and sport concept in advertisements. From study it has been revealed that the

appearance of sport celebrities in advertising endorsement occurred more often in Telecom

magazines than in other magazines, because their target group is more acquainted with athletes.

The sport celebrities that dominated each printed media are related with their target group

characteristics.

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Research

Methodology

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Objectives of the study

METHOD OF RESEARCH

Survey method:

A Survey is a complete operation, which requires some technical knowledge Survey

methods are mostly personal in character. Surveys are best suited for getting primary data. the

research obtains information from the respondents by interviewing them.

Sampling: It is not always necessary to collect data from whole universe4. A small

representative sample may serve the purpose. A sample means a small group taken in a large lot.

This small group taken in a large lot .This small group should be emanative cross section and

really “representative” in character. This selection process in calls sampling.

Sample size: Samples are devices for learning about large masses by observing a few

individuals. The selected sample is 100.

Methods of Sampling

Random sample method:

The method adop0ted here is random sampling method. A Random sample is one

where each item in th3e universe has as an equal chance of known opportunity of being selected.

Research Instrument

Questionnaire:

A questionnaire is a carefully complied logical sequence of questr5ions directed to a

define objective. It is the outline of what information is required and the framework on which

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the data is built upon. Questionnaire is commonly used in securing marker information that its

preparation deserves utmost skill and care.

Collection of data:

One of the important tools for conduction market research is that availability of necessary

and useful data. Date collection is more of an art than a science. The methods of marketing

research are in a way the methods of data collection. The sources of information fall under two

categories.

Internal sources:

Every company has to keep certain records such as accounts, reports etc. these records

provide sample information which an organization usually keeps collection in its working.

External sources:

When internal records are insufficient and required information is not available, the

organization will have to depend on external sources. Of data are.

a) Primary data:

The data collected for a purpose in original and for the first time is known as primary

data. The researches collect this data to study a particular problem.

Here the primary data is data collected through questionnaire by directly meeting the customers

b) Secondary Data:

The data, which is collected from the published sources i.e., not originally collected of

the first rime is called secondary data.

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Here the secondary data is data collected from the company’s brochures, pamphlets,

catalogues and the website.

NEED FOR THESTUDY

Customer satisfaction survey is a systematic process for collecting consumer data,

analyzing this data to make it into actionable information, driving the results throughout an

organization and implementing satisfaction survey is a management information system that

continuously captures the voice of the customer through the assessment of performance from the

customers’ point of view.

OBJECTIVES OF STUDY

The setting of objective is the corer stone of a systematic study. The study will be fruitful

one when the basis laid down is a concrete one they represent the desired solution to the problem

and help in proper utilization of opportunities.

Objectives:

The objectives of the research are

1. To find out Customer satisfaction of Airtel customers.

2. To find out which sales promotion tools will increase the sales.

3. To find out how brand ambassador can influence sales promotion.

4. To find out the market share of “Bharti Aitel”

5. To know the features that attracts the customer to subscribe to Bharti Airtel.

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Limitations of the study

1) Time factor was the main limitation for the study as the project was restricted to small

period.

2) The research was limited only to the Hyderabad city so the result can’t be generalized

to the whole market.

3) The sample taken for research was concerned only for 100 customers rather than

millions of customers scattered around the world.

4) Since the project has to be completed within a short period of time the information

collected could be biased.

5) Some of the premium segments could not be met due to time lack and by not obtaining

prior appointment due to tight schedule of the respondents.

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Data analysis

&

Page 65: Customer Satisfaction Survey and consumer behaviour report towards Airtel

Discussion

1. Do you have a mobile phone?

Purpose: to know how many respondents use mobile phone.

Suggestions Yes No No. of respondent 93 7

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Interpretation:

93% of the respondent are have a mobile phone while 7? Of the respondent do not have a

mobile phone

Q2) Are you aware about telecommunications services?

Purpose: The main purpose behind this question is to know about the awareness of respondents

regarding different telecommunications services and also to know about which

telecommunication(operator’s) service they use.

Suggestions Yes No No.of respondent 95 5

Interpretation:

93

Mobile User

Yes No

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3) Which operator’s service do you use?

Operator’s serice name No. of respondents Airtel 87 Idea 29 Reliance 17 Bsnl 21 Vodafone 5 Tata docomo 3

Aware of Telecommunication

Yes

No

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Interpretation: Major respondents using Airtel services.

From which source you came to know about Vodafone?

Purpose:

The purpose behind this question is to know from which source the respondentscame to

know about Vodafone.

Sources No.of respondent

Advertisement 63 Hoardings 52

Sales

Airtel

Idea

Reliance

Bsnl

Vodafone

Tata docomo

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Newpapers 35 Mouth publicity 26

.

Interpretation:

36% of the respondents are aware about Vodafone through Advertisements, 29%are aware

because of Hoardings while 20% and 15% of the respondents are aware because of

Newspapers and Mouth Publicity respectively

Since how long you are using Vodafone Services?

Purpose:

The purpose behind this question is to know about the usage time of Vodafonecustomers

i.e. since how long they are using Vodafone services.

Time period No. of respondent Less than 1 month 12 2-6 19 6-12 22 More than 1 year 34

Interpretation:

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Major Respondents using Vodafone are old customers. 39% of the respondentsuse

Vodafone services from past more than 1 year while the lowest is 14% respondentsusing

Vodafone services less than 1 month.

questionaire

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1. Do you have a mobile phone

o Yes

o No

2. Which operator service do you use?

o Airtel

o Vodafone

o Idea

o BSNL

o Reliance

3. Are you aware of Airtel?

o Yes

o No

4. from which sources you came to know about Airtel?

o Advertisement

o Hoarding

o Newspapers

o Mouth publicity

5. Since how long you using Airtel services?

o Less than 1 month

o 2-6 months

o 6-12 months

o More than 1 year

6. Which of the following services do you use of Airtel?

o Pre-paid

o Post –paid

7. Which services are more helpful to you while using Airtel Services?

o Call rates

o SMS service

o Network

o Value Added services

8. Do you call at customer care?

o Yes

o No

If Yes, how often you call at customer care?

o Daily

o Once in a week

o Once in a month

o Occasionally

Page 72: Customer Satisfaction Survey and consumer behaviour report towards Airtel

9. For what reason you call at customer care?

o Value added services

o Information regarding new schemes

o Other queries

o Complaining

10. Rate the following services on the basis of your satisfaction.

Servicess Excellent Very good Fairly good Average Poor Network

SMS rates New schemes and offers

Customer care Recharge outlets

Call rates Value added services

11. What makes you unaware about Airtel?

o Less advertisement

o Less publicity

o Others (if others then mention,--)

12. Why you are not using Airtel services?

o Lack of awareness

o High prices

o Poor services

o Poor network

13. Would you liked to recommend Airtel to others?

o Yes

o No

14. Gives your suggestions to help in serve you better.

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