A project report on

“VODAFONE CUSTOMER SATISFACTION”

Submitted for the partial fulfillment for award of

the MBA degree

Faculty Guide :- Company Guide:-

Submitted by: JITENDRA KUMAR

PRN NO:-
0911F068

POONA SCHOOL OF
BUSINESS

DECLARATION
1
I hereby declare that this project work entitled”VODAFONE CUSTOMER SATISFACTION”
in is carried out under the guidance of my faculty guide prof. Dilip Gaikwad and my project
guide MR.Sumit Singh

This report neither full nor in part has ever been submitted for award of any Other degree of
either this university or any other university. As it is not permissible by the co. To put the real
case in the project, so i have given an example of a Case which is similar to the case which
had done

JITENDRA KUMAR
PRN.NO.0911FO68
POONA SCHOOL OF BUSINESS

PREFACE:
The telecom network in india is the fifth largest network in the world meeting up with
global standards. Presently, the indian telecom industry is currently slated to an
estimated contribution of nearly 1% to india’s gdp.

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The indian telecommunications network with 110.01 million connections is the fifth
largest in the world and the second largest among the emerging economies of asia.
Today, it is the fastest growing market in the world and represents unique
opportunities for u.s. Companies in the stagnant global scenario. The total
subscriber base, which has grown by 40% in 2005, is expected to reach 250 million
in 2007.

According to broadband policy 2004, government of india aims at 9 million

broadband connections and 18 million internet connections by 2007. The wireless
subscriber base has jumped from 33.69 million in 2004 to 62.57 million in fy2004-
2005. In the last 3 years, two out of every three new telephone subscribers were
wireless subscribers. Consequently, wireless now accounts for 54.6% of the total
telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber
growth is expected to bypass 2.5 million new subscribers per month by 2007. The
wireless technologies currently in use are global system for mobile communications
(gsm) and code division multiple access (cdma). There are primarily 9 gsm and 5
cdma operators providing mobile services in 19 telecom circles and 4 metro cities,
covering 2000 towns across the country.

ACKNOWLEDGEMENT
A successful project can never be prepared by the singular efforts but i also
demands the help and guardianship of some conversant person who under pin
actively or passively in the completion of a successful project.

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 Our project on “VODAFONE”would not have taken the present form in the absence
of the invaluable guidance, inspiration and cooperation from many people.
We take this opportunity to express our deep gratitude to“PROF. DILIP GAIKWAD”
who have given us the opportunity to present this project and continuously
monitored us to perform well.In this context we would like to express our gratitude
and thankfulness to MR.S.K.bhal, hr head and MR. Anshuman dutta, tdm of the
company for providing us with his advice and support through our project
session.We also express our thanks to distributor & retailer of bharatpur area, for
providing us with valuable data. We are deeply indebted to the director, faculty
members of our institute, poona school of business, pune, for helping us with their
support and guidance that help a lot in successfully completing this project.

Finally we express our cordial thanks to our parents, friends for their unmatched
support, guidance and love throughout the project preparation.

Index
Chapters Page
no,
1 EXECUTIVESUMMARY………………………………. 6
2 INDUSTRIAL PROFILE …………………………………………. 8-16

I About telecommunication
Ii Players in telecommunication
Iii Department of telecom
Iv Trai & its functions
3 COMPANY PROFILE………………………………….. 17-50

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 I About VODAFONE
Ii History of VODAFONE
Iii Management of VODAFONE
Iv Products & services offered by VODAFONE
V VODAFONE market share
Vi Extra effort to boost sales
Vii Crm adopted by VODAFONE
Vii Comparison between loop & VODAFONE

i
Ix Future of VODAFONE
4 RESEARCH OF METHODOLOGY…………………... 51-52
5 CONCLUSIONS………………………………………. 53
6 FINDING AND SUGGESTION………………………… 54
7 BIBLIOGRAPHY………………………………………. 55
8 QUESTIONNAIRE…………………………………………. 56-59

Executive summary :

This project is based on telecom sector as the telecom sector is growing at a very
good pace. The telecom company which i have selected for my project is
VODAFONE. The reason behind selecting VODAFONE is its various schemes in
product & service category & also its future policies where the company is coming
out with lots of new & affordable schemes for its customers. VODAFONE is a uk
based company & has various branches all over the world. The company was started in the
mid 70’s & since then it has never looked back. The products & services offered by
VODAFONE is of a very high quality & also at an affordable rates. They have
various plans for various customers d e p e n d i n g o n t h e s t a t u s o f t h e
customers.
VODAFONE has various product categories ranging from chargers, internet, mobile
phones, headsets & headphones & many more. In the service category it has internet
services which include broadband internet & pc internet services.

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Apart from the products & services normally offered they also came out with some
interesting & unique product like the i phone. This was one of the biggest events in
the history of indian telecom industry. The phones were available at around 32000-
36000 rs which has a unique feature called as 3g system.

VODAFONE also came out with cell phones for the poor which was a part of their
social responsibility toward the poor class people of the society. The phones were
available in the range of 1000 rs -1500 rs which was one of the successful strategies
of VODAFONE.

According to the 2002-2008 data VODAFONE captures the market with 17.56 % & is
at the 3rd position just after bharti with 24.69% & reliance with 17.68%.
VODAFONE also came out with one of best& most attractive advertisement which
no one has ever seen before called as “VODAFONE zoo-zoo’s”. This advertisement
was a part of VODAFONE’s marketing strategy to boost its sales during the ipl 2
season. This was one of the master moves by VODAFONE to introduce zoo-zoo
during the ipl 2 season which was a “super-hit”.

VODAFONE is planning to come with its own accessories stores which would be a
one-time shop for its customers wherein the customers will get all the products
under one roof. VODAFONE’s future plan is to become no.1 telecom company by
the year 2010-2011 which does not seems to be very difficult keeping in mind the
progress it has made in the last 5 years.

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VODAFONE has added around 5 million subscribers in the year 2008-2009 which
makes it the 3rd largest telecom company in the world. VODAFONE has joined
hands with one of the world largest & the best car racing company f1 mclaren
mercedes to host the 2 day event. This is the part of the promotion strategy of
VODAFONE to become the world wide leader in telecom industry.
VODAFONE is also the official sponsor of the england cricket team for the npower
test series . It has also shaken hands with the most popular football tournament uefa
champions league football which is a part of the promotional strategy of
VODAFONE.

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 CHAPTER-1

INDUSTRY PROFILE

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What is telecommunication?

Telecommunication the transmissions of signals over a distance for the purpose of

communication. In modern times this process almost always involves the sending of
electro magnetic waves by electronic transmitters but in earlier years it may have
involved the use of smoke signals drums or semaphore lines.

History of telecommunication:

The history of telecommunication began with the use of smoke signals & drums in
africa the america & parts of asia. Smoke signals
In the 1790’s the first fixed semaphore systems emerged in eurpoe however it was
not until the 1830’s that electrical telecommunication systems started to appear. This
article details the history of telecommunication & the individuals who helped make
telecommunication systems what they are today.
Early telecommunication included smoke signals & drums. Drums were used in
natives like africa, new guinea & south america & smoke signals in north america &
china.In 1792 a french engineer claude chappe built the first visual telegraphy for
semaphore system between chile & paris. This was followed by a line from strasburg
to paris.
Some of the most popular telecom companies in india:

a.p telecom
A.p.-telecom officer's service telephone numbers can be viewed by clicking the
concerned telecom district. A.p. Telecom circle is serving the whole state of andhra
pradesh including the twin cities of hyderabad and secundrabad.

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asc enterprises limited (ascel)
Ascel is a multi venture corporate heralding the "convergence" era in our country,
focusing on nationwide retailing of time (telecom, information & learning, media,
entertainment) products & services, satellite and digital wireless communication
ventures for provision of infrastructure, services and solutions among other
initiatives.
Aircel
Popular provider in tamil nadu

Bangalore telecom
Bangalore telecom system is a communications window to the rest of the world.
Offer a wide range of telecom services from basic telephone service to high speed
data circuits.

Bharti enterprises
Established in 1985, bharti has been a pioneering force in the telecom sector with
many firsts and innovations to its credit, ranging from being the first mobile service in
delhi, first private basic telephone service provider in the country, first indian
company to provide comprehensive telecom services outside india.

Commsouth
Commsouth was founded in chennai, in the mid nineties; commsouth has grown
steadily and established sound positions in the mobile telephony and telecom
management software market.

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Cellebrum
Cellebrum is a company of m corp global group with interests in the field of telecom
solutions, office automation and information technology and value added services.
Asia’s leading value-added mobile services and solutions provider on platforms like
sms / ivrs / wap / gprs / ussd etc.
Cricket communications
Cricket is the operating subsidiary of leap wireless international, a customer-focused
company providing innovative mobile wireless services targeted to meet the needs
of customers who are under-served by traditional communications companies.

Essar group
The essar group is one of india’s largest corporate houses with interests spanning
the manufacturing and service sectors in both old and new economies: steel, power,
shipping, constructions, oil & gas and telecom.

Idea cellular
India's leading gsm mobile services operator, idea cellular has licenses to operate in
11 circles. With a customer base of over 17 million, idea cellular has operations in
delhi, maharashtra, goa, gujarat, andhra pradesh, madhya pradesh, chattisgarh,
uttaranchal, haryana, up-west, himachal pradesh and kerala. Idea acquired spice
telecom which was operating in karnataka and punjab. Idea cellular footprint
currently covers approximately 45% of india’s population and over 50% of the
potential telecom-market. As a leader in value added services, innovation is central
to idea's vas factory. It is the first cellular company to launch music messaging with
'cellular jockey', 'background tones', 'group talk', a voice portal with 'say idea' and a
complete suite of mobile email services.

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Internet & mobile association of india
The internet & mobile association of india (iamai) is a not-for-profit industry body
registered under the societies act, 1896. Its mandate is to expand and enhance the
online and mobile value added services sectors.

Ip mobile, inc.
Jp mobile is a solid, well-established company, a true pioneer in the enterprise
mobility market. They are a privately held company with solid financial backing. They
offer sure wave mobility suite, a comprehensive wireless mobility solution for
enterprises, carriers, system integrators and independent software vendors.

loop mobile
Loop mobile (bpl mobile now rebranded as loop mobile), represents growth with
continuity. While we constantly work towards giving our subscribers a better
network, innovative products and a superior mobile telephony experience, our
subscribers can be assured of the same focus and commitment in providing the best
network coverage, billing accuracy, and an unmatched personalized customer
service.

Mtnl delhi
Mtnl was set up on 1st april, 1986 by the government of india to upgrade the quality
of telecom services, expand the telecom network, introduce new services and to
raise revenue for telecom development needs of india �s key metros � delhi, the
political capital and mumbai, the business capital of india.

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Mts - shyam telecom
Sistema shyam teleservices limited is a joint venture company between sistema of
russia and shyam group of india. Currently they operate in the states of rajasthan,
tamil nadu, kerala, bihar, west bengal and jharkand.

Reliance communications
Reliance communications has a reliable, high-capacity, integrated (both wireless
and wireline) and convergent (voice, data and video) digital network. It is capable of
delivering a range of services spanning the entire infocomm (information and
communication) value chain, including infrastructure and services for enterprises as
well as individuals, applications, and consulting.

Reliance infocom
The reliance group founded by dhirubhai h. Ambani (1932-2002) is india's largest
business house

Reliance infocomm
Reliance infocomm will offer a complete range of telecom services, covering mobile
and fixed line telephony including broadband, national and international long
distance services.

Shyam telecom limited

Shyam telecom is pioneer in telecom industry. It has revolutionized the industry with
development of innovative products. Shyam group commenced its operations in
1974 to introduce up-to-date telecommunication technology.

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Sony ericsson
Sony ericsson mobile communications offers mobile multimedia consumer products
for people who appreciate the possibilities of powerful technology.

Spice telecom
Spice telecom the brand name of spice communications limited is presently
operating cellular phone services in the states of punjab and karnataka. Considered
as one of the best providers of mobile telephony in india.

Tata indicom
Tata teleservices ltd offers its products and services to customers across india under
the name of "tata indicom". Tata teleservices limited is india’s leading private basic
service operator.

Telematic engineers (p) ltd.

Established in 1993, the tepl network spans across the central western india, with
service and distribution centres of its own. Since its establishment, tepl has been
foremost in bringing global technology to the indian market.

Touchtel
A bharti group company offering landline, dsl in metros

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Videsh sanchar nigam limited
Vsnl incorporated on april 1, 1986 under the indian companies act, 1956 to take over
the activities of the erstwhile overseas communication services (ocs). The company
operates a network of earth stations, switches, submarine cable systems, and value
added service nodes to provide a range of basic and value added services.
VODAFONE essar
VODAFONE essar in india is a subsidiary of VODAFONE group plc and commenced
operations in 1994 when its predecessor hutchison telecom acquired the cellular
license for mumbai. VODAFONE essar now has operations in 16 circles covering
86% of india’s mobile customer base, with over 34.1 million customers.

Your bill buddy

Your bill buddy.com is your one-stop solution for finding the best mobile plan in
market for yourself. Also you can send free sms to your friends.
Department of telecom:
Dot stands for department of telecom. It was started in the year 1992-93.the
department is presently headed by prof m.n. Srirangaraju, who is supported by a
team of qualified & dedicated staff members.On the forefront of development & with
the advent of technological revolution & quantum development in the field of
electronics & communication due to myriad complexities of the e-world it was
inevitable for the evolution of another field to make a distinct identity of its own. Thus
the ball of development was set into motion & the telecommunication field gradually
assumed a role of pre-eminence which is shared by few other engineering
disciplines in the modern world.

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The department established in the year 1992 emphasized in providing quality
education with the practical aspects of learning given ample importance .the
department encourages tech-savvy projects which whet the students appetite for
technical exploration.
Trai:
Trai stands for telecom regulatory authority of india. Trai was established in the year
1997 in pursuance of trai (ordinance) 1997 which was later replaced by an act of
parliament to regulate the telecommunication services. Some of the major
recommendatory, regulatory & tariff setting.
Functions of trai
Functions of trai are to make recommendations on the need & timing for introduction
of new service provider ensure compliance of terms & conditions of license,
effective management of spectrum, lay down the standards of quality of service to
be provided by the service providers & ensure the quality of service & conduct the
periodical survey of such service provided by the service providers so as to protect
interest of the consumers of telecommunication service, ensure effective compliance
of universal service obligations notify the rates at which telecommunication services
in india shall be provided under this act etc.Recently in exercise of powers conferred
by provision(k) (1) of section 2 of the trai act, the central government, vide
notification no s0 44(e) dated 9th january 2004, has notified broadcasting & cable
services to be telecommunication service.

16
 Chapter 2

Company profile

17
About of VODAFONE
reconstitution:
I (amendment) act, 2000 had led to reconstitution of the authority. It consists of one
chairperson, two full-time members & two part-time members.
The present composition of the authority is as follows:

Shri. Nripendra misra

(Chairperson)

Shri a.k. Sawhney

(Member)

Shri r.n. Prabhakar

(Member)

Prof n. Balakrishnan
(Part-time member)

Dr rajiv kumar
(Part-time member)

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Some important & interesting facts about VODAFONE:

VODAFONE is the third largest company in this country by market capitalization.

This is remarkable because VODAFONE is a relatively new company. Most of the
other companies in the ftse 100 .
Most people in this country instantly recognize the VODAFONE logo and know what
the company does. VODAFONE supplies customers with mobile telephone facilities
including text, games, music, mobile tv, and internet services. In 2005 VODAFONE
had around 16 million uk customers, employed over 11,500 people across call
centres, offices and retail shops.

The nas is less well-known. It is a national charity working with children, adults, and
families affected by autism, and those professionals who work alongside them.
Autism is a complex life long developmental disability affecting an increasing number
of children in the uk. The term autism covers a wide range of behavioral and
communication difficulties. For example people with autism find everyday social
interaction very difficult.

Their ability to develop friendships is generally limited as is their capacity to

understand other people's emotional expression. People with autism can often have
accompanying learning disabilities but everyone with the condition shares a difficulty
in making sense of the world. Champions the interests of people with autism and
provides services appropriate to their needs. Around 535,000 people in the uk have
autistic spectrum disorders and 2 million parents, carers and friends are affected.
Understanding of the condition remains limited.

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History of VODAFONE:
VODAFONE is the world's leading international mobile communications company.
Currently it has operations in 25 countries across 5 continents and 40 partner
networks with over 260 million customers worldwide.

during 1980’sVODAFONE made the uk's first mobile call at a few minutes past
midnight on 1st january 1985. Within fifteen years, the network was the largest
company in europe and the largest of its kind anywhere in the world. By the turn of
the century, almost every second uk citizen had a mobile – and a third of them were
connected to VODAFONE.
The VODAFONE story is one of investment, innovation and award-winning customer
service. Above all, it’s one of growth and the ability to deliver the tremendous
benefits of mobile communications, not just in the uk but worldwide.
1982•
The Racal electronics group wins its bid for the private sector uk cellular license. It
sets up the Racal telecoms division and names the new network ‘VODAFONE’ to
reflect the provision of voice and data services over mobile phones. Based in
Newbury, the company has less than 50 employees, all in one building.
1985•
the VODAFONE analogue network is the first cellular network to launch in the uk,
and the first call is made from St Katherine’s dock in London to Newbury on 1
January 1985.
1987
• VODAFONE is recognized as the largest mobile network in the world.
• vodata is created as the ‘voice and data’ business to develop and market
VODAFONE recall, the voicemail service.
• vodapage is launched, providing a paging network that covers 80% of the uk
population.

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1988
• Racal telecomm plc floats on the London and New York stock exchanges.
1989
• paknet is formed as a joint venture between racal telecom and cable & wireless

VODAFONE during 1990’s:

1991
• racal and VODAFONE demerge. And the VODAFONE group is listed as an
independent company on the london and new york stock exchanges.
• VODAFONE and telecom finland make the world’s first international roaming call.
• VODAFONE launches its digital (gsm) mobile phone service – the first in the
uk.1992
• VODAFONE and telecom finland sign the world's first international gsm roaming
agreement.
1993
• VODAFONE group international is formed to acquire licenses and supervise
overseas interests.
• VODAFONE opens its first high street store.
1994
• vodata is the first network operator in the uk to launch data, fax and sms services
over the digital network.
• VODAFONE joins the global star consortium to develop and launch a low earth
orbiting satellite mobile phone service.
1996
• VODAFONE is the first network operator in the uk to launch a pre-pay analogue
package.
• per second billing on the digital network is introduced, as well as options to buy
‘bundled’ minutes and make off-peak local calls to landlines.

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1997
• chris gent succeeds sir gerald whent as chief executive officer of VODAFONE
group plc.
1999
• VODAFONE air touch plc is created as a result of a successful merger between
VODAFONE group plc and air touch communications inc.
• on 5 january VODAFONE connects the five million customers in the uk.

VODAFONE during 2000’s:

2000
• the acquisition of mannesmann ag almost doubles the size of the VODAFONE
group making it the largest mobile telecommunications company and one of the top
ten companies, by market capitalization, in the world.
• vizzavi is launched, a 50/50 joint venture between VODAFONE air touch and
vivendinet to deliver a multi-access branded internet portal for europe.
• VODAFONE acquires the largest available 3g license in the uk. In parallel with the
development of 3g, VODAFONE announces its intention to offer gprs (general
packet radio service) to uk corporate customers.
• the global star satellite communications service is launched in the uk.
2001
• VODAFONE introduces instant messaging to its networks.
• VODAFONE makes the world’s first 3g roaming call between spain and japan.
2002
• VODAFONE trials its global mobile payment system in the uk italy and germany.
• VODAFONE launches the first commercial european gprs roaming service.
• the VODAFONE group foundation is launched. The group and its subsidiaries plan
to contribute £20 million to community programmes, guided by the group social
investment policy.

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• VODAFONE launches VODAFONE live! & mobile office, two new consumer and
business propositions.
• arun sarin is selected to succeed sir Christopher gent as chief executive of
VODAFONE group plc.
2003
• VODAFONE live! Attracts 1 million customers in its first six months.
• orange, telephonic movies’, t-mobile, and VODAFONE form a new association to
drive interoperable mobile payments.
2004
• VODAFONE launches its first 3g service in europe with the VODAFONE mobile
connect 3g/gprs data card.

• VODAFONE live! With 3g is launched in 13 markets.

2005
• VODAFONE simply is launched, giving customers new, easy-to-use voice and text
services.
• VODAFONE introduces passport, a new voice roaming price plan.
2006
• the number of VODAFONE live! Customers with 3g reach 10 million.

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Management of VODAFONE new Coe of VODAFONE:

VODAFONE announces new chief executive

VODAFONE group plc today announces that, after five years in the role, arun sarin
will be retiring as chief executive at the end of the company’s agm on 29th july 2008.
He will be succeeded by deputy chief executive vittorio colao.
Arun sarin became chief executive in july 2003 and over the last five years has led
the company through a period of significant change, both strategic and
organizational. Under his leadership VODAFONE has developed and implemented a
new strategy to become a total communications company, which is already
delivering results. As part of its strategy VODAFONE has also expanded into
emerging markets including romania, czech republic, turkey, and most recently, india
where arun sarin led the acquisition of hutchison essar, which is the largest foreign
investment made in the country.

In portfolio management, during this time the company also disposed of its
businesses in japan and sweden, together with interests in switzerland and belgium.
In europe the new strategy has delivered innovative products, improved revenue and
significant cost reduction.
Organizationally the company has been structured to take advantage of its
significant global footprint by becoming an integrated business with a clear
distinction between global and local activities.
During his time as chief executive the company has also grown its proportionate
customer base from 120 million to more than 260 million globally and over this
period VODAFONE has consistently delivered strong results. Returns to
shareholders over this period have also been very positive with dividends increasing
from 1.69p to 7.51p, an increase of more than 400%. He has also built a new senior
management team and taken the lead on major industry issues, including mobile
broadband and internet services.

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Commenting, chairman sir john bond said:
“arun has done a tremendous job as chief executive. He has led the company with
distinction and navigated VODAFONE through a period of rapid change. He has
developed a new strategy for the business and significantly expanded our footprint in
emerging markets. The acquisition in india was very well timed and executed. The
board has a great deal to thank him for and i would like personally to thank him for
all he has done for the business and wish him and his family all the best for the
future. In vittorio colao we have a fine
Successor and i am looking forward to working with him in his new role.”

Arun sarin said:

“it has been a privilege to lead VODAFONE for the last five years and to have been
involved in the company for such a long time. I feel that i have accomplished what i
set out to achieve, particularly in developing and implementing a new strategy. I am
very proud of what VODAFONE and its 71,000 people have achieved and the good
momentum we have in the marketplace. I know that the business is in capable
hands with vittorio colao. Having worked with him for many years i know that he has
the experience and vision to take VODAFONE on to future success.”
VODAFONE group plc also announced today that non executive directors michael
boskin and jurgen schrempp will not be seeking re-election at the agm. Michael
boskin joined the VODAFONE board in 1999 on VODAFONE’s merger with air touch
communications inc, having served for a number of years previously on the air touch
board. Jürgen schrempp became a director of VODAFONE in 2000 when
VODAFONE completed its acquisition of mannesmann, having been a member of
mannesmann’s supervisory board before then.
Sir john bond said: “i would like to thank michael and jürgen for their contributions
and for the different and important perspectives each has brought to our board. Both
have served with distinction and i am very grateful for their tireless work on our
board committees, especially michael’s chairmanship of the audit.

25
Committee. Jürgen has, at one time or another, been a member of each of our
principal board committees. We wish them both well in the future.”
Arun sarin
Arun sarin, aged 53, graduated from the indian institute of technology with a bs in
engineering in 1975. In 1978 he gained a ms in engineering and a mba from the
university of california, at berkeley.
He started his career as a management consultant before moving, in 1984, to pacific
telesis group in san francisco. Commencing in corporate development, he was
instrumental in the company acquiring the first cellular licenses in the us as well as
winning the first cellular license in germany and a pcn license in the uk. He was
subsequently appointed cfo and chief strategy officer at pacific bell, before moving
on to become vice president and general manager, san francisco bay area
telephone company, a pacific bell division with 12,000 employees.
Following the demerger from pacific telesis of the mobile and paging businesses to
form air touch communications, arun was appointed senior vice president corporate
strategy and development where he developed and implemented a growth strategy
encompassing partnerships and acquisitions, which included the merger with us
west’s wireless business.
On becoming president and ceo, air touch international, arun was responsible for the
acquisition of wireless licenses in several overseas territories and establishing the
management teams of these new ventures.
He then became president of air touch communications where he was responsible
for managing the cellular and paging operations in 14 countries and was a key
negotiator in the successful merger of air touch with VODAFONE group plc. Within
the combined business, VODAFONE air touch plc, he was appointed ceo us/asia
pacific region, managing the group’s operations in the us, asia and australasia. In
addition, he headed the global mobile internet division, responsible for the
introduction of wireless internet services.

26
In 2000, with the successful merger of VODAFONE air touch’s us businesses with
those of bell atlantic and gte to form verizon wireless, arun, whilst maintaining a non-
executive directorship of VODAFONE air touch plc, became ceo of info space, a
provider of mobile internet content and directory services.
In 2001 he joined accel-kkr telecom; a telecom investment and management
business, where he evaluated numerous opportunities in the telecommunications
industry around the world and oversaw the acquisition of bell canada’s yellow pages
business.In april 2003 he became ceo designate of VODAFONE group plc and
assumed the post of chief executive on july 30th 2003.
Prior to becoming chief executive, arun had been a non-executive director of the gap
inc, the charles schwab corporation and cisco systems inc. In july 2005, he was
appointed to the court of directors at the bank of england.

Vittorio colao
Vittorio colao, aged 46, was appointed chief executive, europe and deputy group
chief executive of VODAFONE group plc in october 2006.
Vittorio holds a business degree cum laude from bocconi university and an mba with
honors from the harvard business school.
Between 2004 and 2006 he was chief executive officer of rcs media group in milan,
a leading media group, publishing newspapers, magazines and books in italy, spain,
and france.
Prior to that, vittorio held the post of regional ceo, south europe, middle east and
africa, of VODAFONE group plc, and he was an executive director on the main
board. Before the VODAFONE acquisition, vittorio was coo and ceo of omnitel
pronto italia, now VODAFONE italy.

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Vittorio spent the early part of his career (1996-98 and 1991-96) at mckinsey & co,
where he was a partner in the milan office, working on media, telecommunications
and industrial goods. He headed the finance practice, and was responsible for the
office recruiting of consultants.
Vittorio worked in 1989/1990 for Morgan Stanley investment bank division, in
London, and mondadori, the Italian publisher. vittorio has been a non-executive
director and member of the remuneration committee of ras insurance, then listed on
the milan stock exchange (now merged with Allianz se), and was previously a non-
executive director and chairman of the remuneration committee of finmeccanica,

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Products & services offered by VODAFONE:
Products category:

1. Chargers:

Stay connected wherever you are with the nokia travel charger. It's handy when
you're camping, flying or on the go. It's also ideal if you forget to keep your phone
fully charged.
With most nokia phones now packing cameras, organizers and email, this nifty
gadget will come in handy for more than just

Talking. And because it's small, you can pack it in your bag and forget about it - until
you run out of juice.

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2.connectivity:

Get a great signal at home - without leaning out of the window - thanks to the
VODAFONE access gateway.
The gateway simply plugs into your broadband line, boosting your 3g signal right
through your home. It's also small, so you'll hardly notice it's there. Want to share
your signal with friends and family?
If they're on VODAFONE you can - up to four people can use the gateway at once.
VODAFONE access gateway works with any 3g phone. You'll also need a home
broadband line, with a minimum speed of 1mbps.
The VODAFONE access gateway is also available from just 290 rs a month with
select pay monthly offers; please pop into a store for more information.

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3.headsets & headphones:

Get a great signal at home - without leaning out of the window - thanks to the
VODAFONE access gateway.
The gateway simply plugs into your broadband line, boosting your 3g signal right
through your home. It's also small, so you'll hardly notice it's there. Want to share
your signal with friends and family?
If they're on VODAFONE you can - up to four people can use the gateway at once.
VODAFONE access gateway works with any 3g phone. You'll also need a home
broadband line, with a minimum speed of 1mbps.
The VODAFONE access gateway is also available from just 290 a month with select
pay monthly offers; please pop into a store for more information.

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4.flex arm cradle:

Talk in your car - while your hands stay firmly on the wheel. The VODAFONE car
cradle is designed for any handset. Just attach the
Suction cap to your windscreen, or clip the cradle to your air - vent. No mess. No
tools. No hassle.Once the cradle's attached, twist the bendy arm for the perfect
position. It's as easy as that. Simple and safe, the must-have accessory is, at just
567 rs, very affordable too.

5. Memory cards:

When you need to pack even more into your phone, choose the sandisk 4 gb micro
sd memory card. It has the same dimensions as the 2 gb card, but lets you carry
loads more tunes and photos.

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Services:

Vodafone’s new telecoms management service - simplifying the management of

fixed and mobile telecoms services.
VODAFONE global enterprise- – the division of VODAFONE which manages the
communications needs of the largest multinational companies worldwide –
announces the launch of VODAFONE telecoms management, a new service which
combines and simplifies the management of fixed and mobile telecoms.
VODAFONE telecoms management is a fully hosted service designed to remove the
operational complexity of managing the telecoms environment for multinational
businesses.

Underpinned by VODAFONE’s global support and service level agreements, the

service will give multinationals greater visibility and management control over their
telecoms expenditure, as well as improve the quality of service delivered to
employees.

The offering will also deliver a single, online management view of both their fixed
and mobile telecoms services. VODAFONE consultants will work with customers to
assess and scope their current telecoms vendors and services, then develop a
management plan aimed to deliver greater efficiency and reduce costs.

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 Additional key features include:
A single online view of spend across all telecoms providers
Full visibility of telecoms assets such as mobile and fixed devices
Ability to control and manage mobile devices
Capability to secure, lock and remotely wipe mobile devices
Visibility of telecoms vendor contracts and the current contract status
The online management portal is tailored to each organization to ensure that it
interfaces with their existing company processes. For example, the service provides
an employee self-service portal, enabling employees to order new mobile devices
and update their profiles. The process of ordering a device and the type of device
that an employee is allowed to order will be in line with each company’s set approval
guidelines, policies and work flows.
“in this tough economic environment our customers are urgently seeking ways to
reduce cost and simplify their processes,” said nick jeffery, director, VODAFONE
global enterprise. “very few global organizations have a complete and accurate view
of their fixed and mobile telecoms landscape. Our telecoms management service
has been developed in direct response to this need.”

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Internet:

Mobile broadband:
Mobile broadband via your phone
Feel the freedom. Use the internet your way – with full access to voip services like
skype™, and peer to peer services like file sharing.
With mobile broadband via your phone, you get a whopping 5 gb each month.
Simply use your phone as normal – and if you have a 3g phone, connect it to your
laptop to turn your phone into a broadband modem.
Before you get started, you might need to make a few changes to your phone’s
settings – your user manual will have all the details.
Add mobile broadband via your phone – for £20 a month
5gb a month – ideal for big downloads
Voip and peer to peer services – get full access to skype™, file sharing and lots
more
One plan for everything – you don’t need a separate usb modem device. Just use
your phone instead

Home broadband:
VODAFONE home broadband gives you high-speed internet access and inclusive
anytime landline calls for just 812 rs a month.
With no hidden catches, our customers say its better value than their previous home
broadband package.

Super fast broadband connection (up to 8mb) with unlimited usage

Inclusive calls to uk landlines any time
25% off calls to uk mobiles
Free uk-based telephone support 24/7
Broadband modem and micro filters included
All for just 812 rs per month.

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We’re so confident VODAFONE at home is better value for money than your current
broadband package, we’ll give you a 30-day money back guarantee. Call us to find
out more.

costs shown include vat at 17.5%. Don't worry; you'll only be charged vat at 15% -
while that rate remains.
Pricing strategies :

A: monthly price plans

B: pay as you do plans
C: call charges while going abroad
D: pay monthly call charges
E: business call charges

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Market share of mobile operators in india:2002-2008

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VODAFONE top’s the list in this category

About the most popular VODAFONE zoo-zoos:

Some interesting facts about zoo zoos:

On first look, these “zoo zoos” in VODAFONE tv ads may resemble animated
cartoon characters with an alien look or simply a stupid egg-head character with

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disproportional white bodies but the interesting part is that zoo zoos are not
animated characters but are actually slim women actors from local Mumbai theatres,
dressed in white costumes that are stuffed with foam to portray the characters.
These characters are named zoo zoos, and are created by o&m. These ads were
directed by prakash varma and were launched during the ongoing ipl 2 series.
They are human beings who were made to wear body suits. “the design of the
characters is such that one gets fooled into thinking it is animation,” shrugs rao,
which was indeed the very illusion that had to be created. “in a sense, it is ‘live’
animation!” He quips, referring to the fact that it was all shot live.
To create large heads they used a material called Perspex, which was women and
children to play the zoo zoos so that the thin hands and legs made the heads look
even bigger.

Sponsorship

VODAFONE’s partnership with mclaren mercedes series:

As title sponsor and official mobile partner of the ‘VODAFONE mclaren mercedes’
team, VODAFONE is raising its association with formula 1 to the ultimate level. We
have committed to a long-term agreement, starting in 2007.
The sponsorship demonstrates VODAFONE’s ongoing commitment to the formula 1
world championship, a sport which continues to deliver massive global television
coverage and which has significant appeal for VODAFONE’s consumer and
business customers around the world.
The title sponsorship including the team name ‘VODAFONE mclaren mercedes’ and
‘official mobile partner’ of the team gives VODAFONE; dominant title sponsorship
branding on the cars, drivers' and pit crews' overalls and helmets.

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As we enter into this exciting new partnership the associative rights acquired provide
unique opportunities that will continue to raise brand awareness through the team
name and branding. The team partnership delivers a powerful integrated marketing
platform through advertising, hospitality, mobile content, handset offers and
promotions and through innovative activation will encourage preference and loyalty
amongst VODAFONE’s customers.

VODAFONE with uefa champions league:

VODAFONE is in its second season as official partner and official mobile network of
the uefa champions’ league, the world's largest annual football competition.
VODAFONE is delighted to be at the forefront of europe’s premier club competition.
After the successes of last season's uefa champions league sponsorship and the
agreements announced in april to sponsor the uefa cup final and uefa super cup,

VODAFONE is looking forward to strengthening its position as a brand passionate

about the beautiful game.The uefa champions’ league is the world's greatest club
football competition. During nine months of every year, europe’s top 32 clubs battle it
out for the trophy that proves they're the best of the best. It's a sponsorship that
delivers considerable value to VODAFONE and is highly relevant to most of the
VODAFONE companies.

Football is the most popular sport in the world. Huge numbers of VODAFONE
customers are passionate about football - and sponsorships help to convert this
passion into a business relationship.The partnership enables VODAFONE to deliver
content including video highlights packages and goal alerts from all uefa champions
league matches to football fans on the VODAFONE live! With 3g consumer service.

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VODAFONE tie-up with radio channel fever 104:
VODAFONE tied up with radio channel fever 104 wherein the channel provides with
cash prizes of upto 1 lakh or more which is another promotion strategy adopted by
VODAFONE which was a success.

VODAFONE sponsor of England cricket team:

As our sponsorship of the England cricket team comes to a close, we’ve got an
impressive line up to celebrate the 12th and final year of the partnership. This
summer England will once again embark on the quest for victory in the ultimate test
of any England cricketer as they take on Australia in the power ashes series; and as
a VODAFONE customer, you can be with us the whole way.
VODAFONE sound bites

VODAFONE sound bites explore every aspect of the global music scene. Featuring
international artists’ interviews at gigs and festivals, bands’ fantasy group line-ups,
pre-show rituals and performers describing their first time on stage, the programmed
brings an authentic behind the scenes insight into the world of music.
VODAFONE sound bites is available on tv, via a website (www.mtv-
VODAFONEsoundbites.com) and on mobile (wap.mtv-VODAFONEsoundbites.com)
as a series of twenty one, three minute shows. The website and mobile service carry
additional footage, as well as editorial and news elements.
Efforts taken to boost sales by VODAFONE (the zoo zoo series):
VODAFONE’s new series of advertisements feature lovable white, large-headed
creatures that have attracted more than 28,500 fans on face book. “they are so
cute,” “they remind me of casper who was my favourite cartoon.”

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But for all those who think the zoo zoos are animated, here’s the shocker: they are
real people in costume.
Rajiv rao, executive creative director (south asia) of ogilvy & mather, the agency that
handles VODAFONE advertisements, said: “we wanted to make real people look as
animated as possible.”

Bangalore-based nirvana films shot the ads in cape town, south africa, just in time
for ipl. Said prakash verma, nirvana’s owner
and director of the zoozoo campaign: “our actors were small-bodied, thin women
covered in layers of white fabric. Each facial expression was made of rubber and
pasted on the actors.”
In about 10 days, o&m completed the campaign shooting two-three films a day, each
selling a product or a service offered by VODAFONE. A dozen more films are
expected as the league progresses.
The characters, which look like distant cousins of the pillsbury dough boy, were
enacted by professional ballet artists in white body suits. “what makes them so
endearing is that they are innocent people living in a simple world unlike ours, who
laugh loud when they laugh. And who seem to be in an in-between world of
animation and reality,” said MR. Rajiv rao, executive creative director, o&m.

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A film shot at 20 frames per second made the zoo zoo’s movements hurried and
comical. Of the 29 different zoo zoo ads created for the ipl, there will be a new one
everyday.

Customer relationship management

VODAFONE launches phones for the poor

From now onwards millions of people all through the world could access mobile
phones for the first time with the release of VODAFONE’s first ultra-cheap own-
branded phones. It is said by the company that these phones are cheap enough for
poor people to have. Plus the VODAFONE 125 and 225, released recently, are
aimed at expanding the availability of affordable mobile phones in increasing
markets.

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The mobile phones have been produced for VODAFONE by chinese manufacturer
zte corporation - the first handsets resulting from an agreement between the two
companies announced in december. They will come into view first on VODAFONE
networks in egypt, romania and south africa. The VODAFONE 125 and 225 are
reported to be consisting with a similar set of basic features, although the 125 has a
monochrome display whereas the 225’s display is colour.
VODAFONE is also planning to open access to mobile services for more people in
countries where mobile networks are the most viable and cost-effective
communications service available. The phones are said to be coming with the price
tag of around 1200-2500.

Introduction of i phone 1 of the biggest event in the history of

Indian telecom:

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“we are delighted to announce that the iphone 3g will be available in india from
august 22, 2008. It will be available in 8gb & 16gb models, priced at rs 31,000 and rs
36,100 respectively. ”
And this is just the cost of apple hardware - you will have to pay extra for data and
voice plans. Airtel will also introduce iphone on the same date but i don’t think if an
iphone 3g is worth that kind of money.
Now that VODAFONE officially announced the price of iphone, a local rep. Shared
details about the different tariff plans available for VODAFONE customers of iphone
in india.
Unlike blackberry, VODAFONE offers no "unlimited data" plan for iphone users. That
means if you exhaust your monthly data usage limit, be prepared to shell out an
extra rs 5 per mb of data exchanged.

The monthly rent for iphone will range from rs 500 to rs 1000 depending on your
internet requirements. The lower plan will provide you with 50 mb of free data usage
while the upper 1000 plan provides 600 mb of data usage.
The above plans are for customers with a postpaid connection.
If you want to go for a prepaid iphone connection, there’s a iphone data card
available for a monthly rent of rs 100 but without any free data usage.
The sms and local / std call charges on iphone will more or less be the same as
existing tariffs offered by VODAFONE.

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Let’s do some maths. If you are heavy web user, the overall cost would work
something like this - rs 36000 (for handset) + rs 12000 (yearly rent) + call charges +
extra data charges + taxes.
Contrast that with a blackberry curve from airtel - rs 23000 (for headset) + rs 6000
(yearly rent with unlimited data) + call charges + taxes.

Vodafone’s tie-up with b.e.s.t & railway’s:

As a part of the customer relationship management VODAFONE came out with a

unique plan of providing its customers with utmost ease of paying their bills on the
railway platforms & in the buses. The customers were have to visit the respective
centre’s of their area to pay the bills which was time consuming & required some
effort. Because of the initiative taken by VODAFONE postpaid customers are very
much relaxed that they do not have to visit the respective centre’s to make the
payment.

Comparison between VODAFONE & loop mobile

Loop mobile:
Loop mobile strives for customer satisfaction and business success in the telecom
service field. Apart from offering prepaid, post-paid, roaming, voice sms and push
mail services in the wireless industry, this mobile service company also provides
other values-added services. The communications service company gives an

46
itemized bill, which a detailed bill is accounting the outgoing calls, sms, subscribed
services and other such details.
The customer of the mobile service company also gets missed call alerts through
sms alerts, when the phone is switched off or is out of the coverage area/range.
Mobile answer phone service or voice mail service is available for customers not
able to attend calls, and if activated allows the caller to record his/her message. Call
conferencing is also offered by bpl communication, which a conference between two
or more persons.
Other services such as clip, which identifies the caller; popular roaming, which
allows special roaming without any deposit in india and std/isd facility to make
national/international calls are provided by the mobile service company. Emergency
std/isd services, which provide access to std/isd calling without any deposits for 20
minutes, clir to secure the customers’ numbers from being reflected on caller’s
mobile and fax/data and internet options are also the other value-added services
offered by the communications service company. Bpl communication offers national
roaming that allows the customers to get incoming calls while traveling in india and
international roaming to get incoming calls while traveling outside india. Offers post-
paid, prepaid, roaming, voice sms and push mail services. The post-paid service
offered by the mobile service company has several plans to attract customers.
These plans include paisa vasool on bpl mobile at reduced call rates, sms and mms,
talk more with bpl mobile, which is a group plan for the family and friends at reduced
call

rates, national family and friends, which offers 60 per cent discount on std airtime for
calls to any one mobile number and night plan. Under the prepaid scheme, the
communications service company offers mots rcc 399 with outgoing calls free on bpl
and zone advantage, which allows the customer to pick any of the 15 zones, like
home, office, college and so on, in order to enjoy some special privileges of calling
and sending sms. The night pack allows customer to make calls at minimum rates

47
and the sms bundle pack is offered by bpl communication at very low rates.
Roaming with mots allows one to subscribe for national and international roaming.E-
mails may be unanswered in the inbox and in the present competitive world, quick
decision are highly essential. The push mail offered by the mobile service company
allows one to access mails even while traveling. The push mail supports microsoft
exchange, lotus notes, smtp and imap/pop3 servers.

Problems faced by loop customers:

Billing problems:
I have 2 mobile numbers from bpl mobile. I have given auto pay from my credit card
so as to there is no delay in bill payment. This was working fine till november 06.
Since december every time bpl comes back saying that my bank declines the
payment i had check with my bank they are saying that my card is in active mode
has large limit than bpl mobiles bill still bpl disconnects my connection. This has
happened 5-6 times. I have a confirmation from my bank that there is no problem in
my card. I have written to bpl at least 10times but none of their senior level people
looked in this i am suffering even monetary losses due to this & frustration. It feels
like they want to harass you. I have very clean record of bill payment & not even a
late payment as i have always kept my bill payment on auto pay. I have submitted
this auto pay to their malad gallery but i don’t know why their operations dept or
customer care dept are not able to solve this. My sincere request to all new mobile
connection buyers to read through my complaint.
By Ajay Patanka

Reducing balance without any confirmation:

I was in germany for about two months during which barring one or two numbers no
one could reach me despite activating

Roaming on my cell.

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This caused a lot of inconvenience and i had to pay additional money to make
phone-calls. But then on 9th November suddenly my balance went off from rs. 2,500
to a negative balance after sending and receiving one sms. I logged a complaint on
the online system for which i receive two apparently unique complaint numbers doc-
c-11117465 and doc-c-111121812 which itself speaks a lot about the complaint
management system.After returning when i called the absolutely useless help desk
and explained the situation to several executives over and over again, they finally
gave me the two numbers on which apparently i had spoken. I tried both these
numbers here locally from my land line- one number is out of service and the other is
a fax line. First of all i could not receive any calls while i was in germany and then
these numbers that were given by the help desk are not even functional numbers.

I am really annoyed now and its getting worse cause today i have had another debit
of rs. 99 for activating an inactive international roaming.
By D. Ranade

Bad service:
I am prepaid subscriber , i had given my documents 3 days back , after that they
send me a message your request could not proceeded please call mobile assist 0n
555, after that last night they suspended my both prepaid line , when i visit mahim
gallery they said signature is not there on application form , i signed on application &
they promise me that my line will be activated within an hour but still it is suspended

49
so please i request do not use bpl mobile. Now i have already taken airtel card & i
am not going to use bpl anymore. Airtel & VODAFONE is best.
Comment by Shailesh Patil

Problems faced by VODAFONE customers:

Anyone experiencing problems with VODAFONE today, no sms and cannot receive
any calls, cannot get through to cs.Chris
No problems in derby. Could be a local problem.

Future of VODAFONE:
VODAFONE suggests future android phone:
VODAFONE have confirmed that their currently looking at developing more android
phones to complement their new htc magic handset, and that some future android
devices could appear without google.
In an interview with techradar.com, VODAFONE’s rachel williams revealed that
whilst the htc magic arise bundled with all the well-known google services future
android handsets may feature a basic package allowing networks to integrate their
own clients’ software instead.Williams also went onto confirm that more VODAFONE
android phones were likely in the future, “we are looking at other android devices by
joining the open handset alliance it shows our commitment (to ranging other devices
using androids)”.

VODAFONE application store coming soon:

VODAFONE on may 12th 2009 announced plans to open their own application
stores for third party application that will be made available across a wide variety of
mobile platforms

VODAFONE completes hutch acquisition:

50
On day when indian conglomerate essar threatened legal action against hutch-essar
deal VODAFONE’s ceo arun sarin met communications & it minister dayanidhi
maran & briefed him on the company’s future plans for india.
The british telecom major won the bid to acquire the stake of hutchison telecom in
india’s fourth largest mobile operator hutch – essar.
Essar sources said the company is considering legal action over the deal on account
of it being ignored in taking key business decisions.essar is concerned over
VODAFONE’s move to forge ahead with plans like networks sharing without
consulting it first.

“This is just the beginning maran told pti about the hutch-VODAFONE deal. India’s
telecom growth story is really interesting. Once the tele-density crosses 25 per cent,
the growth curve will become even steeper.
Maran hoped that the number of mobile users in India which is currently 150 million
would touch 250 million by end of 2007 & 500 million marks in the next 3 years.

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 CHAPTER-3

Research of methodology design

Descriptive research
It is applied on the research topics having statistical information and requiring
quantitative results.

55
Our research project has a specified framework for collecting the data in an
effective manner . Such framework is called “research design” . The research
process which was followed by us consisted following steps.

A. Problem:
The problem at hand was to study and measure the perception of people
regarding VODAFONE in the lpu campus.
B. Developing the research plan :
The development of research plan has the following steps:
Data sources : two types of data were taken into consideration i.e. Secondary
data & primary data. Our major emphasis was on gathering the primary data.
The secondary data has been used to make things more clear.
Primary data:
Direct data collection from customers including personal interviewing,
questionnaire.
Secondary data:
Company websites, research papers, magazines, marketing, books, journal etc.
Sampling plan:-
The sampling plan calls for two decisions.
Sampling unit: we have proposed our survey in lpu campus.
Sample size: the sample consisted of 100 respondents. The selection of the
respondents was done on the basis of random sampling.

Conclusion:
VODAFONE with the help of its correct marketing strategy & quality products
& services at an affordable price is one of the world’s leading telecom

56
companies with the customer base of over 250 million & the future plans &
policies of VODAFONE will help the company to achieve its target of adding
500 million by the end of 2010.
A common customer of VODAFONE is still demand the recharge coupon of
VODAFONE by recalling the name of hutch on the retail counter
Advertisement (puppy into zoo-zoo)
Although VODAFONE replace and make addition in the following factor
Betterment of network
Betterment of value added services like information services minutes etc.
Brand name (hutch into VODAFONE).
But even after the addition all these factor the network does not make the
consumer to change there perception because they think that VODAFONE is
same to hutch or hutch is now VODAFONE
From the different parameter measure and analyses it can be seen that
significance level remain greater than 0.05 it means in all cases null
hypothesis is accepted that is the replacement and addition of different
services ,advertisement ,brand name, and even prices, network etc does not
impact the customer perception
The extent of communication to consumer ( the level of advertisement
penetrating etc)
The proof of the result and conclusion is following – VODAFONE
The result of the research is that “the rebranding of hutch into VODAFONE
does not have any impact on the customer perception”.
There is majority of customer who was the customer of hutch and continue hutch
after rebranding

Suggestion

57
VODAFONE should try to change the perception of the customer towards its
services and brand name.

Customer are perceiving the VODAFONE services level are same as hutch so it
should try to create its distinct brand image.

Although the satisfaction level of VODAFONE is high but still they are expecting a
VODAFONE to make distinct brand image so VODAFONE should focus to make the
customer loyalty.

BIBLIOGRAPHY

58
Sources of information:

Internet & newspapers

I internet:
Www.google.com
www.VODAFONE.co.uk
www.business-standard.com www.wikipedia.com

Ii newspapers:
business standard

QUESTIONNAIRE
Hi! I am a mba student representing poona school of business. I am doing a
Research to assess a study on “VODAFONE customer satisfaction” with special

59
Reference to bharatpur district”.
I will be obliged if you spare few minutes from your time to fill up this questionnaire. I
assure you that the information imparted by you will be kept confidential.

Q1) do you have a mobile phone?

Yes
No
Q2) are you aware about all the telecommunications service?
Yes
No
Not all
if yes, then which operator’s service do you use?
VODAFONE
Airtel
Idea
Reliance
Bsnl
Tata indicomm ( if not VODAFONE then go to q13 )

Q3) are you aware about VODAFONE essar services?

Yes
No (if no, then go to q12 )

Q4) from which source you came to know about VODAFONE?

Advertisement (multi-choice)
Hoardings

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Newspapers
Mouth publicity
Q5) while purchasing a connection do advertising plays any role?
to full extent
To some extent
Not at all
No opinion
Q6) from where did you watch the advertisement most?
Television
Radio
Newspaper
Magazines
Q7) which telecommunication has good advertising?
Air tel
VODAFONE
Idea
Reliance
Others

Q8) how well did the advertisement of the VODAFONE catch your attention?
Very well
Somewhat well
Undecided
Not at all

Q9) do you think that advertisement made by company informs you about
their new products?
Yes

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No
Undecided
Q10) based on advertisements made by company, would you like to go for
more connection for you or your family in future?
Yes.
No.
Not decided.
Q11) since how long you are using VODAFONE services?
Less than 1 month
2-6 months
6-12 months
More than 1 year
Q12) what makes you unaware about VODAFONE?
Less advertisements
Less publicity
Others
(if others then mention ________________________)

Q13) why you are not using VODAFONE services?

Lack of awareness (multi-choice)
High prices
Poor services
Poor network

Q14) would you like to recommend VODAFONE to others?

Yes
No

Q15) give your suggestions to help in serve you better.

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___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_______________

Name: ________________

Age: ___ years

Sex: male/female

Contact no.: ___________

Date: __________

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