A PROJECT REPORT

ON

“MARKET RESERCH TO FIND POTENTIAL CUSTOMERS

FOR RELIANCE BROADBAND PLUS (HSD)

Presented By:
SAGAR A PATIL
Roll No. 260630
 INTRODUCTION
Telecom sector in India
The telecom industry is one of the fastest growing industries in India.
FDI inflow in Indian Telecom sector is the highest among all sectors.
It is emerging as telecom manufacturing hub.
Year 2007 has been declared as "Year of Broadband" in India.
Recent Developments: 3G Technology in India
The 3G technology provides for internet surfing, downloading, e-mail attachment
downloading, audio-video conferencing, fax services and many other broadband applications.

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

“Think big, think fast, think ahead.

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

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

Broadband+ 1 GB
Rs. 849/- 1 GB 10 GB Rs. 2 / MB Nationwide Rs. 849/-
day, 10 GB Night

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

Huawei EC 168 C Broadband+ 3 GB

Rs. 1049/- 3 GB 10 GB Rs. 2 / MB Nationwide Rs. 849/-
day, 10 GB Night

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

Broadband+ 10 GB
Rs. 1099/- 10 GB Nil Rs. 2 / MB Citywide Rs. 899/-
City
Broadband+ 5 GB
Rs. 1298/- 5 GB 10 GB Rs. 2 / MB Nationwide Rs. 1098/-
day, 10 GB Night
Broadband+ 10 GB
day, 10 GB Night Rs. 1298/- 10 GB 10 GB Rs. 2 / MB Citywide Rs. 1098/-
City
Broadband+ 10 GB Rs. 1500/- 10 GB Nil Rs. 2 / MB Nationwide Rs. 1300/-

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

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

ZTE AC 8710   Day usage - 6 AM to 10 PM ; Night Usage - 10 PM - 6 AM
 OBJECTIVE OF THE STUDY

To find potential target customers of the product around Pune.

To increase awareness of the product
To understand the requirements of individual & the corporate clients.
To formulate the plans to satisfy the requirements of the subscribers.
To develop better understanding of the various issues and challenges and working
towards the opportunities.
To know on what basis does the subscriber prefer to any service provider.
To identify the influencing factors of Customers
To explore new ways of attracting Customers.
 RESEARCH METHODOLOGY
Research Design Descriptive Research
Sampling Technique Random Sampling
Sources of Data Primary + Secondary
Sample Size 300
Area of Research PUNE

 Primary data:
 The primary data are those which are collected fresh and for the first time, and thus
happen to be original in character.
 Here primary data collection through discussion with the different respondents using
questionnaire and interactions.
 Secondary data:
The secondary data are those which have already been collected by someone else and
which have already been passed through the statistical process.
 For the secondary data ,made access of the intranet site of the company. Also the regular
website of the company was also used.
 DATA PROCESSING
& ANALYSIS
Q. Do you know about features Reliance Net Connector?
(i ) yes ( ii ) No
Table 3. 1 Response of Customers

Sr. No. Positive Response Negative Response Total

1 195 105 300

Inferences (Chart 3. 1 )
1.Out of 300 customers surveyed 195 people were knowing the product & were attracted to see the product.
2.65 % of Customer were interested & admired the products
3.Only 35 % people neglected to see it in exhibition.
Q.2While purchasing any internet connection which parameter influences you?
(i)Price (ii ) Product feature (iii ) Brand ( iv ) Service (v ) Durability

Table No : 3. 2 Influencing Factors Of Customers.

Sr. no Attributes No .of Customers Percentage

1 Price 90 30
2 Product Feature 57 19
3 Brand 78 26
4 Service 48 16
5 Durability 27 9
Total 300 100
16% 26%

9%

Brand
product feature
price
durability
service

19%
29%
Q3. From where you prefer buying Reliance Net Connector ?
•Exhibitions
•Co.shoppee
•Showroom

Table no: 3.3 Buying preference of customer

Sr. no Preference No .of Customers Percentage

1 Exhibition 51 17
2 Co. Shoppe 108 36
3 Showroom 141 47
Total 300 100
17%

47%

Exhibition
co. shoppe
Showroom

36%
Q.4.You prefer to buy from the same as you have mentioned in Q.3 because of following reasons
•Attractive Price
•Service
•Demonstrations
•Offers

Table No : 3.4 Buying Reasons of Customers

Sr. no Attributes No .of Customers Percentage
1 Offers 42 14
2 Attractive Prices 69 23
3 Demonstration 42 14
4 Service 81 27
5 Convenience 66 22
Total 300 100
22% 14%

Offers
23%
Attrective price
Demonstration
Service
28% 14% Convenience
In Pune itself, people using; ( out of 500 ) Chart 6
WirelineNet connect : 275 (64 % ) 1st quarter
WirelessNet connect 175 ( 25 % ) 2nd quarter
None 50 (11 % ) 3 rd quarter

Sales

3rd Qtr
11%
2nd Qtr
25%

1st Qtr
64%
Sr. No. Network Respondents Percentage(%)
1 Airtel 115 23
2 Reliance 110 22%
3 Bsnl 150 30%
4 Idea 85 17%
5 Others 40 12%
6 Total 500 100

YERWADA

Airtel
23%
Idea
17%

Reliance
22% BSNL
30%

Others
8%

Reliance Airtel Idea BSNL Others

Sr. No. Network Respondents Percentage(%)
1 Airtel 55 11
2 Reliance 135 27%
3 Bsnl 155 31%
4 Idea 95 19%
5 Others 60 12
6 Total 500 100

VISHRANTWADI

Idea
Airtel
19%
11%

Reliance
27%
BSNL
31%
Others
12%

Reliance Airtel Idea BSNL Others

Sr. No. Network Respondents Percentage(%)
1 Airtel 55 11
2 Reliance 130 26%
3 Bsnl 155 31%
4 Idea 85 17%
5 Others 75 15%
6 Total 500 100

LOHEGOAN

Idea
Airtel 17%
11%
BSNL
31%
Reliance
26%
Others
15%

Reliance Airtel Idea BSNL Others

Sr. No. Network Respondents Percentage(%)
1 Airtel 80 16
2 Reliance 125 25%
3 Bsnl 140 28%
4 Idea 100 20%
5 Others 55 11%
6 TOTAL 500 100

VIMANAGAR

Airtel Idea
16% 20%

Reliance
BSNL
25%
28%
Others
11%

Reliance Airtel Idea BSNL Others

Table No.3.1
Age Group wise distribution of customers:
Sr. No. Age Group Respondents Percentage(%)
1 18-25 75 25%
2 26-35 141 47%
3 36-45 66 22%
5 Above 45 18 6%
Total 300 100%

Interpretation: Above figure shows that, 25% belong to age group 18-25%, 47% belong to age
group 26-35, 18% belong to age group 36-45 and 6% above age of 45.
 DATA PROCESSING
Table No.3.2 & ANALYSIS
Income Level per month Tabulation:

Sr. No. Income Group Respondents Percentage(%)

1 8000 126 42%
2 8000-12000 102 34%
3 12000-20000 54 18%
5 >20000 18 6%
Total 300 100%

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

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

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

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

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

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

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

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

Interpretation: From the above chart it is revealed that 35% of customers are satisfied with service in
timely manner and 61% very satisfied. So most of the customers don’t have any problem with the services
in timely manner.
TATA PHOTON VS RELIANCE Net connector

Survey of 50 people was done to calculate the likings of customers. As Tata photon was major competitor at time of survey .
 FINDINGS
1. . Potential customers are professionals , business women, students etc
2. All the retailers are providing good services like showing demo to the customer and
checking the availability of the signal and installing the drivers and after sales services to the
customers.
3. Most of the customers are satisfied with the services provided by the retailers. Reliance
Netconnect is giving speed up to 3.1mbps.it is the main thing where customers are satisfied.
4. There are problems like where net connect is disconnecting continuously due to
changing in the CDMA mode to the HSD mode and some customers are facing billing
problems due misunderstanding the tariff plans.
5. Network, service and distributor, its place is very far behind to other competitors viz.
Tata indicom is the competitor for the Reliance Netconnect.
6. Age group of 18 to 30 prefer the product.
7. After sales service can be used as major tool to attract customers.
8. Customers are concern with download rate of product.
CUSTOMER SURVEY FINDINGS
1.Secondary supports play an important role in the customers mind and create awareness among the
customers. The secondary support includes Demonstration, Exhibition & Even Sponsors.
2.From the survey it was found out that the majority of customers prefer to buy from retail outlets. They just
visit the exhibitions to see the co. latest model.
3.They want to buy from the showrooms or from co. showrooms. For them service is important .Beside
convenience and other factors service is key factor.
4.Also majority of customers do want any attractive scheme for purchasing
5.There was heavy rush on weekends so large numbers were appointed that day. Also the live demo calls
helps in selling. Exchange offers also generate sale.
6.Customers are also now very choosy in buying the product and it is important for the company to make
loyal customer of their brand.
7.In survey we found that professionals are ready to pay the price for the product. The desired speed of
3.1mbps is all what they expected.
8.Word of mouth plays a vital role in awareness among customer. This is one factor, which can play a good
role in promotion of products as well as demonstration given by the shopkeeper also plays a vital role.
 CONCLUSION
Based on study of reliance net connector & carrying SWOT analysis conclusion can be
drawn that the target group for these product would certainly be professionals who are in
continuous need of quick information.The professionals are willing to pay if their requirement
are satisfied. More detailed information should be provided to them as lack of information is
what came into sight. The store should improve it’s after sale service so that more & more
customers get attracted to the offerings. The product is well aware and it is on top of mind of
young generation so continuos promotional campaign, loyalty program should be conducted so
that positive atmosphere is created in their minds.
 
Reviewing in tariff plans is also required as customers were more demanding for
unlimited plan which was totally missing. Value added features along with ensured roaming
charges can further play big role in increasing popularity of product. In this city where Customer
changes are fickle & competition is really on high after sales service can play a major role in
dictating the market. For that more strong sales men should be developed by proper training &
motivating them continuously.
 
Tata photon is major competitior for reliance net connector as they have better tarrif plans
which is a edge of photon. With review of tariff plans reliance can overcome this difficulty. Better
pricing strategy is need of an hour to survive in price war.

 
 RECOMMENDATIONS
Here are some recommendation and suggestion which may help to market the product
and service more profitability and increase its share .
1. Improvement in after sales service
 
2. More information should be provided to customers regarding schemes
& plans of net connector.
 
3. Demo training in shop itself should be carried out so customers can be attracted
very fast .
Pro motional Activities:
The company expand the budget allocation for promotional campaign. It
has affected the sale service brand image of Reliance. Low supports in promotion
have lead to fluctuation in sale.
Advertising:
In busy life customer do not remembered any offers and which service we can
provided for the customer therefore they should by force showing advertisement in
growing market and among customer. Customers wants continuously exposure in
Cable and Local newspapers.

Review of Tariff Plans

Unlimited Plan should be included
 RECOMMENDATIONS

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

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

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

Q.1 Price of Reliance Netconnect…………

a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.2 Speed of Reliance Netconnect…………
a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.3 Billing system of Reliance Communication for Netconnect………….
a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.4 Tarrif plans of Reliance Netconnect………
a)Very good b) Good c) Dissatisfied d) Very dissatisfied
Q.5 Issue resolution regarding the problems in Netconnect……….
a)Very good b) Good c) Not applicable d) Dissatisfied
e) Very dissatisfied
Q.6 Services in timely manner
a)Very good b) Good c) Not applicable d) Dissatisfied
e) Very dissatisfied
 QUESTIONNAIRE
Name of the respondent: ………………………………………………………………..
Occupation: …………………………………………….
Contact no: …………………………………………….
Age:
E Mail ID: …………………………………………………………………………

Questionnaire during Exhibitions.

Q.1 Do you know about features Reliance Net Connector?

(i )Yes (ii) No

Q.2 While purchasing any internet connection which parameter influences you?
(i ) Price (ii ) Product feature (iii) Brand (iv ) Service (v ) Durability

Q3. From where you prefer buying Reliance Net Connector ?

(i ) Exhibitions (ii ) Co.shoppee (iii ) Showroom

Q.4.You prefer to buy from the same as you have mentioned in Q.3 because of following reasons
( i ) Attractive Price (ii ) Service ( iii ) Demonstrations (iv ) Offers

Q.5. When will u like to have free demo at your work place ?
( i ) 1-3 days (ii ) 3-5 days (iii ) 5-10 days (iv ) More than 10 days
THANK YOU