Part II:

Study of Organization

1
 Introduction of Organization

"Telecommunications is the backbone of our future economy.

International competitiveness increasingly depends on the development
of a telecommunications infrastructure that is compatible with
international standards"

The cellular industry all over the world has been witnessing very high
growth rates in subscriber base in recent years. For developing countries
in particular, cellular services are becoming a very significant proportion
of the overall telecom infrastructure. The mechanics of competition
within this market involve complex feedback effects between individual
service providers and with their operating environment, and these forces
play an important role in governing the growth of this industry.

The Indian telecommunications sector has undergone a major process of

transformation because of significant Government policy reforms during
the recent years. The New Telecom Policy, 1999 focused on creating an
ideal environment for investment, establishing communication
infrastructure by leveraging on technological development and providing
affordable telecom services to all. These objectives of the policies have
resulted in rapid growth of subscribers and lower tariffs. We believe that
with these major initiatives of the Government, the mobile market in
India will have a promising future.

In a country like India which is not yet telephone-saturated and the

ongoing changes in related areas are resulting in a rapidly changing profile of

2
users, providers and their respective needs, continuous revision of the
telecom policy is imperative. Given the emerging new technologies and
the integrating economies there must be fairness among competitors.

The tele-density in India is about four per hundred people in respect of

the fixed telephones and a little less than one in respect of the mobile
telephony. The low densities are not because there is no need for a
telephone but because of its high cost that many cannot afford that one.
The situation here is nothing but holding true of the “law of demand”.
Isn’t it?

3
 Business Overview

Technology and Resources:

“Vodafone’s key technologies and resources include the telecommunications licences

it holds and the related network infrastructure, which enable the Group to operate
telecommunications networks in 22 controlled and jointly controlled markets around
the world.”

Liecence

The Group is dependent on the licences it holds to operate mobile communication

services. Further detail on the issue and regulation of licences can be found in
“Regulation” on page 147. The table below summarises the significant mobile
licences held by the Group’s mobile operating subsidiaries and the Group’s joint
venture in Italy at 31 March 2008. In addition, the Group also has a number of
licences to provide fixed line services in many countries in which it operates.

The Group holds sufficient spectrum in the majority of the Group’s mobile operating
subsidiaries and joint ventures, which meet the medium term requirements for
forecast voice and data growth. There is also the possibility of enhancing the medium
term needs for voice and data capacity through the refarming of the Group’s existing
holdings to more efficient technologies. In areas where the Group needs to increase
capacity, it will participate on an opportunity basis in future auctions.

4
Country by region 2G licence expiry date 3G licence expiry date
Europe

Germany December 2016 December 2020

Italy February 2015 December 2021

Spain July 2023(1) April 2020

UK See note December 2021

Albania June 2016 N/A – No licences issued

Greece August 2016(3) August 2021

Ireland May 2011(4) October 2022

Malta September 2010 August 2020

Netherlands March 2013 December 2016
Portugal October 2021 January 2016
EMAPA Australia See note October 2017

Czech Republic January 2021 February 2025

Egypt January 2022 January 2022

Hungary July 2014 December 2019

India November 2014 –

December 2026 N/A No licences issued

New Zealand See note March 2021

Romania December 2011 March 2020

Turkey April 2023 N/A – No licences issued

5
Note:

1. Date relates to 1800 MHz spectrum licence. Spain also has a separate 900
MHz spectrum licence which expires in February 2020.

2. Indefinite licence with a one year notice of revocation.

3. The licence granted in 1992 (900 MHz spectrum) will expire in September
2012. The licence granted in 2001 (900 and 1800 MHz spectrum) will expire
in August 2016.

4. Date refers to 900 MHz licence. Ireland also has a separate 1800 MHz
spectrum licence which expires in December 2015.

5. Malta also holds a WiMAX licence, granted in October 2005 and which
expires in October 2020.

6. In December 2007, a consortium including Vodafone was named as the

successful applicant in the auction for a mobile licence in Qatar. Subject to
regulatory approvals, the licence is expected to be awarded in June 2008.
Services are expected to be launched under the Vodafone brand by the end of
the 2009 financial year.

7. Australia holds a 900 MHz spectrum licence. This is a rolling five year licence
which expires in June 2012. Vodafone Australia also holds two 1800 MHz
spectrum licences. One of these licences expires in June 2013 and the other in
March 2015.

8. There is an option to extend this licence for seven years.

9. There is an option to extend this licence.

10. India is comprised of 23 service areas with a variety of expiry dates. There is
an option to extend these licences by ten years.

6
 11. By the end of March 2008, New Zealand owned two 900 MHz licences (each
2x7.5 MHz), which expire in November 2011 and in June 2012. These
licences are expected to be renewed until November 2031. Additionally,
Vodafone New Zealand owns a 1800 MHz spectrum licence (2x15 MHz) and
a 2100 MHz licence (2x15 MHz), which expire in March 2021. All licences
can be used for 2G and 3G at Vodafone’s discretion.

Network infrastructure :

How Vodafone’s network infrastructure works

Vodafone’s network infrastructure is fundamental to the Group being able to provide

mobile and fixed voice, messaging and data services. The Group’s customers are
linked to the access part of the network, which links to the core network that manages
the set-up of calls, transfer of messages and data connections and allows the Group to
provide a wide variety of other services.

2G/3G mobile access network:

When a voice call or data transmission is made on a mobile device, voice or data is
sent from the device and transmitted by low powered radio signals to the nearest base
station, which in turn is connected to the Group’s core network via the access
transmission infrastructure. Each base station provides coverage over a given
geographic area, often referred to as a cell. Cells can be as small as an individual
building or as large as 20 miles across and each is equipped with its own radio
transmitter and receiver antenna. This network of cells provides, within certain
limitations, coverage over the service area. When a customer using a mobile device
approaches the boundary of one cell, the mobile network senses that the signal is
becoming weak and automatically hands over the call to the transmission unit in the
next cell into which the device is moving.

Fixed broadband access network:

When communication takes place over fixed line networks, the traffic flows over a
traditional wired infrastructure until the point it reaches the Vodafone access device (a
“DSLAM”), where it connects to the access transmission infrastructure. Additionally,

7
corporate customers can connect their local network to Vodafone’s access
transmission infrastructure directly using a dedicated link.

In the UK market, Vodafone delivers fixed broadband services through a reseller

agreement with the local incumbent.

Access transmission infrastructure:

The access transmission network is the connection between a base station, a DSLAM,
or a corporate customer’s dedicated line, and the core network. This consists of
mainly leased lines or Vodafone’s own transmission lines, such as microwave links.

Core network:

The core network is responsible for setting up and controlling connections between
mobile or fixed line customers attached to access networks by locating the called
party and routing voice calls towards it. Additionally, the core network handles data
traffic by allowing customers to access service platforms offering services such as
Vodafone live!, web browsing, email, mobile TV and other data related services.

The core network comprises three domains, with each domain containing nodes with
specific functionality interconnected by transmission links.

The Circuit Switched domain enables voice and video calls. Its key nodes are
switches (which manage the set-up of connections) and user databases, storing the
information needed to provide services to each customer, such as location in the
network, list of subscribed services and home/visited network.

Technology and Resources continued:

While HSDPA focuses on the downlink (network to mobile), Vodafone is also

improving the data speeds on the uplink (mobile to network) with HSUPA (“High

8
Speed Uplink Packet Access”). Operating subsidiaries have already started
deployments to achieve peak speeds of up to 1.4 Mbps on the uplink.

Vodafone is actively driving additional 3G data technology enhancements to further

improve the customer’s experience, including evolutions of HSPA technology to
upgrade both the downlink and uplink speeds.

Current developments in the infrastructure

As growth in data traffic accelerates with the proliferation in, and adoption of, web
services, Vodafone is evolving its infrastructure through a range of initiatives.

Access transmission infrastructure evolution:

Vodafone is upgrading its access transmission infrastructure from the base stations to
the core switching network as part of a transition to a scaleable and cost effective
solution able to deal with the increasing bandwidth demands and data dominated
traffic mix driven by HSDPA and fixed broadband.

Core network evolution:

Vodafone has transformed its national transport networks in all subsidiaries,

converging the infrastructure to support all services using IP as the strategic
technology. During the 2009 financial year, the Group expects that the transformation
to IP services will start to be extended to a European level, consolidating Vodafone’s
ten national IP networks into a single IP backbone, centralising IP operations,
avoiding duplication and achieving simplicity and flexibility to deploy new services to
serve multiple markets.

Cost reduction:

While evolving the Group’s infrastructure, it is also important that the Group
continues to have a tight control over its cost base. This has been achieved through
various measures.

9
Infrastructure sharing:

Significant effort has been placed in reducing the costs to deploy mobile network
infrastructure. Important developments during the 2008 financial year included the
extension of a tower sharing agreement in Italy as well as the formation of a company
for the purposes of network sharing with other operators in India. Agreements have
also been made on network sharing in Spain and the UK. Vodafone continues to
investigate opportunities to share network infrastructure where it makes commercial
sense based on local market conditions.

Innovation:

In 3G network deployments, Vodafone is driving the use of new technology

enhancements such as “Remote Radio Heads” that are a new type of lower cost base
station equipment, which improve coverage and enable improvements to the customer
experience. In addition, all aspects of wireless access point site design are being
targeted to reduce energy consumption.

Another type of innovation being considered by Vodafone is the potential for 3G

femtocells to address capacity and coverage needs in certain network deployments.
Femtocells are a new way to deliver 3G wireless coverage to a small area at low cost
compared to traditional macro network technologies. Effectively, a femtocell would
give a customer a small 3G base station connected to the Vodafone network via a
fixed broadband line.

IT:

The scope of the Group’s outsourcing of IT application development and maintenance

operations is expanding. Service commencement is now complete in all 12 selected
markets of the first phase. The second phase of the project, principally outsourcing to
India, is now in progress.

Vodafone has successfully completed outsourcing of its Indian IT estate to a specialist

organisation with capability to match the Group’s scale and growth requirements.
In addition to the above initiatives, there are a number of IT cost saving initiatives that
have been accelerated, which include the consolidation of European data centres and
the outsourcing of internal help desks.

10
Supply chain management:

Handsets, network equipment, marketing and IT services account for the majority of
Vodafone’s purchases, with the bulk of these purchases from global suppliers. The
Group’s Supply Chain Management (“SCM”) team is responsible for managing the
Group’s relationships with all suppliers, except for handsets.

The transformation of the supply chain organisation into a single community under
one leadership and the application of global material category strategies, in
conjunction with local market expertise, have enabled savings across all operating
companies. This is supported by a uniform savings methodology applied across all
operating companies and the alignment of objectives across all material categories,
operations and enabling functions. Innovative sourcing methods such as eAuctions
and seamless business to business applications form a vital part in utilising the
Group’s scale. The Vodafone Procurement Company S.a.r.l. was founded in
Luxembourg in the 2008 financial year and is expected to enable additional leverage
of scale and scope through a leaner procurement model.

SCM is a major contributor to the European cost reduction programme. The publicly
announced goal to save 8% of the external networks spend over two years has been
overachieved.

SCM won two major industry awards in 2007: the European Leaders in Procurement
Award for Corporate Responsibility and the European Supply Chain Excellence
Award in Sourcing and Procurement.

The major suppliers to Vodafone are required to comply with the Group’s Code of
Ethical Purchasing. Further detail on this can be found in “Corporate Responsibility.

The China Sourcing Centre based in Beijing, founded in March 2007, has enabled
Vodafone to introduce new suppliers from emerging markets to further enhance
competitive advantage.

It is the Group’s policy to agree terms of transactions, including payment terms, with
suppliers and it is the Group’s normal practice that payment is made accordingly. The
number of days outstanding between receipt of invoices and date of payment,
calculated by reference to the amount owed to suppliers at the year end as a

11
proportion of the amounts invoiced by suppliers during the year, was 37 days (2007:
34 days) in aggregate for the Group.

12
 Mission, Vision

13
MISSION:

Vodafone is primarily a user of technology rather than a developer of it,

and this fact is reflected in the emphasis of our work program on enabling
new applications of mobile communications, using new technology for
new services, research for improving operational efficiency and quality of
our networks, and providing technology vision and leadership that can
contribute directly to business decisions.

VISION:

Our Vision is to be the world’s mobile communication leader – enriching

customers’ lives, helping individuals, businesses and Communities be
more connected in a mobile world.

14
BOARD OF DIRECTORS

15
 Board of Director

CHAIRMAN

SIR JOHN BOND

Aged 69, became Chairman of Vodafone Group Plc in July 2006, having previously
served as a non-executive director of the Board, and is Chairman of the Nominations
and Governance Committee. He is Chairman of Xstrata plc and a non-executive
director of A.P. Møller – Mærsk A/S and Shui On Land Limited (Hong Kong SAR).
He retired from the position of Group Chairman of HSBC Holdings plc in May 2006.
Previous non-executive directorships include the London Stock Exchange plc, Orange
plc, British Steel plc, the Court of the Bank of England and Ford Motor Company,
US. He is also an advisor to Northern Trust in Chicago. Sir John will retire from the
Board at the conclusion of the Company’s AGM on 26 July 2011.

16
EXECUTIVE DIRECTOR

Vittorio Colao

Chief Executive, aged 49, was appointed Chief Executive of Vodafone Group Plc after
the AGM in July 2008. He joined the Board in October 2006 as Chief Executive,
Europe and Deputy Chief Executive. The early part of his career was spent in the
Milan office of McKinsey & Co working on media, telecommunications and
industrial goods, with additional responsibility for recruitment. In 1996 he joined
Omnitel Pronto Italia, which subsequently became Vodafone Italy, and was appointed
Chief Executive in 1999. He was then appointed Regional Chief Executive Officer,
Southern Europe for Vodafone Group Plc in 2001, became a member of the Board in
2002 and was appointed to the role of Regional Chief Executive Officer for Southern
Europe, Middle East and Africa for Vodafone in 2003. In 2004 he left Vodafone to
join RCS Media Group, the leading Italian publishing company, where he was Chief
Executive until he rejoined Vodafone as Chief Executive Officer, Europe. He sits on
the International Advisory Board of Bocconi University, Italy.

17
Andy Halford,

Chief Financial Officer, aged 52, joined the Board in July 2005. He joined Vodafone
in 1999 as Financial Director for Vodafone Limited, the UK operating company, and
in 2001 he became Financial Director for Vodafone’s Northern Europe, Middle East
and Africa region. In 2002 he was appointed Chief Financial Officer of Verizon
Wireless in the US and is currently a member of the Board of Representatives of the
Verizon Wireless partnership. Prior to joining Vodafone he was Group Finance
Director at East Midlands Electricity Plc. In December 2010 he was appointed as
Chairman of The Hundred Group of Finance Directors in the UK. He holds a
bachelor’s degree in Industrial Economics from Nottingham University and is a
Fellow of the Institute of Chartered Accountants in England and Wales.

18
Michel Combes

Aged 49, Chief Executive Officer, Europe Region, was appointed to the Board in
June 2009, having joined the Company in October 2008. He began his career at
France Telecom in 1986 in the External Networks Division and then moved to the
Industrial and International Affairs Division. After being technical advisor to the
Minister of Transportation from 1991 to 1995, he served as Chairman and Chief
Executive Officer of GlobeCast from 1995 to 1999. He was Executive Vice President
of Nouvelles Frontieres Group from December 1999 until the end of 2001 when he
moved to the position of Chief Executive Officer of Assystem-Brime, a company
specialising in industrial engineering. He returned to France Telecom Group in 2003
as Senior Vice President of Group Finance and Chief Financial Officer. Until January
2006 he was Senior Executive Vice President, in charge of NExT Financial Balance &
Value Creation and a member of the France Telecom Group Strategic Committee.
From 2006 to 2008 he was Chairman and Chief Executive Officer of TDF Group. He
is President of the Supervisory Board of Assystem SA in France and serves as a non-
executive director on the boards of ISS Equity A/S, ISS Holding A/S and ISS A/S.

19
Stephen Pusey

Aged 49, Group Chief Technology Officer, joined Vodafone in September 2006 and
was appointed to the Board in June 2009. He is responsible for all aspects of
Vodafone’s networks, IT capability and research and development. Prior to joining
Vodafone he held the positions of Executive Vice President and President, Nortel
EMEA, having joined Nortel in 1982 where he gained a wealth of international
experience across both the wireline and wireless industries and in business
applications and solutions. Prior to Nortel, he spent several years with British
Telecom.

20
 Company History

In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two
UK cellular telephone network licenses. The network, known as Racal Vodafone was
80% owned by Racal, with Millicom and the Hambros Technology Trust owning 15%
and 5% respectively. Vodafone was launched on 1 January 1985. Racal Strategic
Radio was renamed Racal Telecommunications Group Limited in 1985. On 29
December 1986 Racal Electronics bought out the minority shareholders of Vodafone
for GB£110 million.

In September 1988 the company was again renamed Racal Telecom and on 26
October 1988 Racal Electronics floated 20% of the company. The flotation valued
Racal Telecom at GB£1.7 billion On 16 September 1991 Racal Telecom was
demerged from Racal Electronics as Vodafone Group.

In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for
£30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased
Peoples Phone for £77 million, a 181 store chain whose customers were
overwhelmingly using Vodafone's network. In a similar move the company acquired
the 80% of Astec Communications that it did not own, a service provider with 21
stores.

In 1997 Vodafone introduced its Speech mark logo, as it is a quotation mark in a

circle; the O's in the Vodafone logotype are opening and closing quotation marks,
suggesting conversation.

On 29 June 1999 Vodafone completed its purchase of Air Touch Communications,

Inc. and changed its name to Vodafone Air touch plc. Trading of the new company
commenced on 30 June 1999. To approve the merger, Vodafone sold its 17.2% stake
in E-Plus Mobile funk. The acquisition gave Vodafone a 35% share of Mannesmann,
owner of the largest German mobile network.

On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those
of Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April
2000.

21
In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was
rejected. Vodafone's interest in Mannesmann had been increased by the latter's
purchase of Orange, the UK mobile operator. Chris Gent would later say
Mannesmann's move into the UK broke a "gentleman's agreement" not to compete in
each other's home territory. The hostile takeover provoked strong protest in Germany
and a "titanic struggle" which saw Mannesmann resists Vodafone's efforts. However,
on 3 February 2000 the Mannesmann board agreed to an increased offer of £112bn,
then the largest corporate merger ever. The EU approved the merger in April 2000.
The conglomerate was subsequently broken up and all manufacturing related
operations sold off.

On 28 July 2000 the Company reverted to its former name, Vodafone Group Plc. In
April 2001 the first 3G voice call was made on Vodafone United Kingdom's 3G
network. In 2001 the Company took over Eircell, then part of eircom in Ireland, and
rebranded it as Vodafone Ireland. It then went on to acquire Japan's third-largest
mobile operator J-Phone, which had introduced camera phones first in Japan.

On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by

signing TDC Mobil of Denmark. The new concept involved the introduction of
Vodafone international services to the local market, without the need of investment by
Vodafone. The concept would be used to extend the Vodafone brand and services into
markets where it does not have stakes in local operators. Vodafone services would be
marketed under the dual-brand scheme, where the Vodafone brand is added at the end
of the local brand. (i.e., TDC Mobil-Vodafone etc.)

In February 2002 Finland was added into the mobile community, as Radiolinja is
signed as a Partner Network. Radiolinja later changed its named to Elisa. Later that
year the Company rebranded Japan's J-sky mobile internet service as Vodafone live!
and on 3 December 2002 the Vodafone brand was introduced in the Estonian market
with signing of a Partner Network Agreement with Radiolinja (Eesti). Radiolinja
(Eesti) later changed its name to Elisa.

On 7 January 2003 the Company signed a group-wide Partner agreement with

mobilkom Austria. As a result, Austria, Croatia, and Slovenia were added to the
community. In April 2003 Og Vodafone was introduced in the Icelandic market and in

22
May 2003 Vodafone Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy. On
21 July 2003 Lithuania was added to the community, with the signing of a Partner
Network agreement with Bitė.

In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's

LuxGSM and a Partner Network Agreement with Cyta of Cyprus. Cyta agreed to
rename its mobile phone operations to Cytamobile-Vodafone. In April 2004 the
Company purchased Singlepoint airtime provider from John Caudwell (Caudwell
Group) and approx 1.5million customers onto its base for £405million, adding sites in
Stoke on Trent (England) to existing sites in Newbury (HQ), Birmingham, Warrington
and Banbury. In November 2004 Vodafone introduced 3G services into Europe.

In June 2005 the Company increased its participation in Romania's Connex to 99%
and also bought the Czech mobile operator Oskar. On 1 July 2005 Oskar of the Czech
Republic was rebranded as Oskar-Vodafone. Later that year on 17 October 2005
Vodafone Portugal launched a revised logo, using new text designed by Dalton Maag,
and a 3D version of the Speech mark logo, but still retaining a red background and
white writing (or vice versa). Also, various operating companies started to drop the
use of the SIM card pattern in the company logo. (The rebranding of Oskar-Vodafone
and Connex-Vodafone also does not use the SIM card pattern.) A custom typeface by
Dalton Maag (based on their font family InterFace) formed part of the new identity.

On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone and on

31 October 2005 the Company reached an agreement to sell Vodafone Sweden to
Telenor for approximately €1 billion. After the sale, Vodafone Sweden became a
Partner Network. In December 2005 Vodafone won an auction to buy Turkey's
second-largest mobile phone company, Telsim, for $4.5 billion. In December 2005
Vodafone Spain became the second member of the group to adopt the revised logo: it
was phased in over the following six months in other countries.

In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre, a
centre of expertise for the company dealing with Customer Care for its higher value
customers, technical support, sales and credit control. All cancellations and upgrades
started to be dealt with by this call centre. On 5 January 2006 Vodafone announced the
completion of the sale of Vodafone Sweden to Telenor. On February 2006 the

23
Company closed its Birmingham Call Centre. In 1 February 2006 Oskar Vodafone
became

Vodafone Czech Republic, adopting the revised logo and on 22 February 2006 the
Company announced that it was extending its footprint to Bulgaria with the signing of
Partner Network Agreement with Mobiltel, which is part of mobilkom Austria group.

On 12 March 2006 former chief, Sir Christopher Gent, who was appointed the
honorary post Chairman for Life in 2003, quits following rumours of boardroom rifts.
In April 2006 the Company announced that it has signed an extension to its Partner
Network Agreement with BITE Group, enabling its Latvian subsidiary "BITE Latvija"
to become the latest member of Vodafone's global partner community. Also in April
2006 Vodafone Sweden changed its name to Telenor Sverige AB and Connex-
Vodafone became Vodafone Romania, also adopting the new logo. On 30 May 2006
Vodafone announced the biggest loss in British corporate history (£14.9 billion) and
plans to cut 400 jobs; it reported one-off costs of £23.5 billion due to the revaluation
of its Mannesmann subsidiary. On 24 July 2006 the respected head of Vodafone
Europe, Bill Morrow, quit unexpectedly and on 25 August 2006 the Company
announced the sale of its 25% stake in Belgium's Proximus for €2 billion. After the
deal, Proximus was still part of the community as a Partner Network. Vodafone
Iceland and on 19 December 2006 the Company announced the sale of its 25% stake
in Switzerland's Swisscom for CHF4.25 billion (£1.8 billion). After the deal,
Swisscom would still be part of the community as a Partner Network. Finally in
December 2006 the Company completed the acquisition of Aspective, an enterprise
applications systems integrator in the UK, signaling Vodafone's intent to grow a
significant presence and revenues in the ICT marketplace.

Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim
Vodafone and on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and
became Vodafone Turkey. On 1 May 2007 Vodafone added Jersey and Guernsey to the
community, as Airtel was signed as Partner Network in both crown dependencies. In
June 2007 the Vodafone live! Mobile Internet portal in the UK was relaunched. Front
page was now charged for and previously "bundled" data allowance was removed
from existing contract terms. All users were given access to the "full" web rather than
a Walled Garden and Vodafone became the first mobile network to focus an entire

24
media campaign on its newly launched mobile Internet portal in the UK. On 1 August
2007 Vodafone Portugal launched Vodafone Messenger, a service with Windows Live
Messenger and Yahoo! Messenger.

On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added
to the community as a Partner Network and on 20 May 2008 the Company added VIP
Operator as a Partner Network thereby extending the global footprint to Macedonia.
In May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.

On 30 October 2008, the company announced a strategic, non-equity partnership with

MTS group of Russia. The agreement adds Russia, Armenia, Turkmenistan, Ukraine,
and Uzbekistan to the group footprint.

25
 About Vodafone:

Today, in India, becomes Vodafone. Now, the pink color logo of Hutch is replaced
by Vodafone Essar’s corporate red colored one.

In 2005-06, the Orange brand in Mumbai was phased out to introduce (now
Vodafone). The company also changed the colors of its logo from orange to pink and
then red.

After acquiring 67 per cent of stake (around Rs. 250 crores) in ison Essar from Hong
Kong-based ison Whampoa, Vodafone Essar is expecting to touch over 35 million
customers across 400,000 shops and thousands of ’s own employees along with
employees of its business associates.

Vice chairman, Ravi Ruia, Vodafone Essar, said “We’ve had a good
innings as in India and today marks a new beginning for us, not as a
departure from the fundamentals that created , but an acceleration into the
future with Vodafone’s global expertise.”

Vodafone CEO, Marten Pieters of the Vodafone Essar will be landing

in India for the meeting that would discuss branding exercise, expansion
plans, spectrum requirements for its expanding subscriber base and future
plans.

Vodafone offers a host of premier value added services (VAS) including national and
international roaming in over 70 countries in over 160 networks, Wireless Application
Protocol (WAP), short message service, voice mail service, auto roam, fax and data,
cricket updates, M-banking, general information, tarot line, etc. The company
launched WAP in Delhi in October 2000, much before its rival Bharti. It has 5000
WAP customers, as in December 2000. The company has been a prime mover in
introducing these value-added services in the Delhi circle.

The values are stated simply. To be fair and transparent in what they do and how they
do it. To provide the quality services with more customer friendly practices. To make
one’s communications experience simple, pleasurable and fun. Where he doesn't

26
simply get technology - but technology that is relevant. Where solutions are not just
promised in the future - but delivered in the present.

CORE VALUES:

 We shall uphold the dignity of the individual.

 We shall honor all commitments.
 We shall be committed to Quality, Innovation and Growth in every
endeavor .
 We shall be responsible corporate citizens .

Accomplishments:

- Over the years, Vodafone Essar, under the Hutch brand, has been named the
‘Most Respected Telecom Company´, the ´Best Mobile Service in the country´
and the ´Most Creative and Most Effective Advertiser of the Year´.

- Vodafone is the world´s leading international mobile communications group

with approximately 315 million proportionate customers as at 30 June 2009.

- Vodafone currently has equity interests in 31 countries across five continents

and around 40 partner networks worldwide

- The Essar Group is a diversified business corporation with a balanced

portfolio of assets in the manufacturing and services sectors of Steel, Energy,
Power, Communications, Shipping Ports & Logistics, and Projects.

- Essar employs more than 50,000 people across offices in Asia, Africa, Europe
and the Americas.

- The company now has operations across the country with over 78.68 million
customers.

27
Achievements

28
Achievements

2018:

 Vodafone won two GOLDs at the Sabre Asia Pacific 2018 in recognition for
the PR work for the campaign Green Goodbye (eco-friendly immersion of
Ganesha) in Telecommunication category and Sabrimala initiative (use of
tech to keep children protected at Sabrimala) in “Marketing to Men”
category

 Vodafone won Silver at the PR Awards Asia Pacific 2018 for the PR campaign around
“Green Goodbye” – the eco-friendly immersion of Ganesha

 Vodafone won GOLD at The ABBYs 2018 in recognition of the PR work for the
campaign “Green Goodbye”, about the eco-friendly immersion of Ganesha

2016:

 Vodafone Business Services wins Frost and Sullivan ‘Best Enterprise Service Provide
- SMB’ award 2016

 Mobile Connect India Consortium received GSMA’s highest award - the Chairman’s
Award at MWC 2016.
This is to recognize the collective industry level effort by all operators to make
Mobile Connect successful in India. Vodafone India together with GSMA led and
created an all operator industry consortium in India for a successful Mobile Connect
launch.

29
  Mobile Connect India Consortium received GSMA’s highest award – the
Chairman’s Award at MWC 2016

 Vodafone Business Services (VBS) recognised as the chosen leader for Telecom
Carrier (Leased Lines) and Telecom Carrier (Mobile Access) at CIO CHOICE 2016
awards

2015:

 Vodafone recognised one among the Best Corporate Brands at the ET Best
Corporate Brands Summit

 Voice and Data Telecom Leadership Awards 2015

Jury award for CTO of the Year to Vishant Vora

2014:

 Marten Pieters recognised as INFOCOM 2014 CEO of the Year by ABP Group in
the category of Telecom/Communications. This award is for his exceptional vision,
creativity, business acumen and extraordinary contributions to the development of
the Indian ICT industry 2014

 Marten Pieters receives a special recognition award of Excellence at ET Telecom

Awards 2014 for his outstanding contribution to the Telecom Industry. Award
presented by Shri Ravi Shankar Prasad, Union Minister of IT and Telecom

 Anthony Thomas, CIO Vodafone receives award for Excellence in Customer

Experience at IDC Insights Award 2014

30
  Kumar Das, General Counsel, Vodafone India awarded as one of the six In-House
Counsel of Distinction in the 2014 Emerging Markets Awards by The Asian Lawyer,
sister publication of American Lawyer

 Vodafone India receives ‘Top MNC for Leaders’ in India 2014 award –study
conducted by AON Hewitt in partnership with Economic Times.

 Vodafone India recognised as the Most Admired Company in Telecom sector

Fortune India - Hay Group survey 2014 (The research is based on a unique peer
ranking methodology, which covered 523 companies across the economy’s 15 key
sectors. 443 respondents participated to rank their peers across a scale of ten
parameters that included corporate governance, endurance, impact on society,
investment value, product/service quality, innovation, quality of leadership, talent
development, employee empowerment and business footprint

 Vodafone India receives Top MNC for Leaders in India 2014 award - study
conducted by AON Hewitt in partnership with Economic Times
 At Asia Retail Congress 2014, Vodafone India won the award for Retailer of the Year
2014.

 Recognised as the Most Trusted Brand in Telecom Category and among the Top 20
brands in the country - Brand Trust Report 2014 by Trust Research Advisory

2013:

 Winner of the DSCI / NASSCOM Privacy Leader of the Year 2013 award to
Corporate Information Security Team

 Honorary Fellowship of the IET, London (The Institution of Engineering and

Technology) awarded to TV Ramachandran in recognition of his great contribution

31
 to mobile telephony in India. Former recipients include N R Narayan Murthy, Ratan
Tata among others

 Winner of IDG India’s CIO magazine’s annual CIO100 award at its 8th edition 2nd
time in a row

 Telecom Operator Awards 2012 by tele.net:

1) CEO of the Year - Marten Pieters
2) Most Admired Telecom Operator
3) Best 3G Service Operator

 Best 3G operator - tele.net’s 2013 Telecom Operator Award (along with Airtel)
(Colman Deegan) among CFO India's III Annual CFO100 Roll of for 2012-1013 -
Winning Edge in Cost Management (Revenues above Rs 1000 cr) - by the the CFO
institute

 Marketer of the Year (Anuradha Aggarwal)

Individual Recognition Award at the Indian chapter of the International Advertising
Association Leadership Awards 2013.

 50 Most Talented Retail Professionals (Ram Iyer)

Individual Recognition Award at ET Now Awards for Retail Excellence at Asia
Retail Congress 2013

 Retailer of the Year– Mobile and Telecom Service – ET Now Awards for Retail
Excellence at Asia Retail Congress 2013

32
  Mark of Excellence Award (Marten Pieters)
GREATEST CORPORATE LEADERS OF INDIA 2013 - (for leading be example,
demonstrating thought leadership, inducing desired change, and achieving
consistent holistic growth etc.)

 Telecom Leader for the Year (Vodafone India)

 FAST Forward recognised as an effective Continuous Improvement and Quality

Program - Citation Certificate by Sansei Masaki Imai, the founding chairman of the
Global Kaizen Institute

 TV Ramachandran receives Honorary Fellowship of the IET, London.

2012:

 Top Green IT Enterprise Award 2012 supported by APC-Schneider, CIO Leadership

Summit.

 Telecom Operator Awards 2012 by tele.net :

1) CEO of the Year - Marten Pieters
2) Most Admired Telecom Operator
3) Best 3G Service Operator

 Vodafone App Store - V Store won in the Mobile Services category as the Product of
the Year 2012 - Voted by your consumers nationwide across 36 markets in a 100%
face to face interview by Nielsen - 2012.

33
2011:

 The Great Mind Challenge competition for Most innovative solution in

Entertainment, Media and Telecom Sectors by EAI team
The Economic Times Executive Forum 2011

 iCMG Architecture Excellence Award for Intra Circle Roaming iCMG World
Architecture Awards 2011

 Best Mobile Phone Service Provider 2011 Aegis Graham Bell Awards 2011

 Excellence in marketing and Most innovative Retail Global ET Telecom awards 2011

 Most Respected Telecom Company Award Business World 2011

34
Products & Services

35
PRODUCT AND SERVICES :
We offer a wide range of products and services including voice, messaging, data and fixed line
solutions and devices to assist customers in meeting their total communications needs.

PRODUCT:

Handsets :

Our wide range of handsets covers all our customer segments and price points and is
available in a variety of designs.

 66 new models released in the 2010 financial year.

 23 exclusive handsets launched

36
Smartphones:

Vodafone Smart N8 was launched in June 2017 & runs on Android 7.0 OS. The
Smartphone is available in two color options i.e. Graphite, Gold & has a built in
fingerprint sensor as the primary security feature, along with the host of connectivity
options in terms of 3G, 4G, GPS, Wifi, NFC Bluetooth capabilities. The phone is
available with 16 GB of internal storage.
The Smartphone is powered by 1.3 GHz Quad core Mediatek MT6737 Processor. A
1.5 GB of RAM & Mali T720 graphics processor ensures phone runs smoothly even
the most memory intensive applications & still shows no signs of lag. 16 GB of
internal storage can be expanded to 32 GB via a microSD card.

The Phone comes with a 2400 mAh battery to support it's 5 inch screen with IPS LCD
Capacitive Touchscreen display having a resolution of 720 x 1280 at 294 ppi.
Vodafone Smart N8 comes with a 13 megapixel rear Camera and 5 megapixel front
Camera. It also supports Face Detection and high dynamic range(HDR) imaging.

37
SERVICES:

Staying connected becomes a lot easier with Vodafone. We have a wide range of
services you can access right from your Vodafone phone. From cell banking to flight
updates to call management services, get all that you want, instantly.

Prepaid services (latest):

- Vodafone Essar, one of India’s leading cellular service providers announced a

new Bonus Card 25 for its prepaid customers in Punjab. With this new bonus
card, Vodafone customers can enjoy the benefit of unlimited national SMS at
just 20paisa/SMS. The new bonus card comes with 30 days validity.

Rajiv Kohli, Chief Executive Officer, and Vodafone Essar - Punjab said, “We
have always aimed to provide value offering to our customers. The new Bonus Card
25 facilitates Vodafone customers to stay connected with their loved ones across India
at an economical rate.”

- Has introduced two new Bonus Cards. Bonus Card 17 and Bonus Card 27
come with one month validity and are priced at Rs 17 and Rs 27 respectively.
All Vodafone prepaid customers including the lifelong customers in Kolkata
and rest of Bengal can enjoy the new Bonus Cards offer available across
Stores and Ministores.

- ‘Lifelong Prepaid @Rs.46 plan’ for its prepaid customers in Kerala. This new
prepaid offer comes with lifetime validity and a talk time of Rs.5. Vodafone
customers can make local calls to all Vodafone numbers, other mobiles and

38
 landlines at Re 1 per minute and all STD calls are at Rs1.50 per minute.
Customers need to recharge with Rs 200 cumulative in 180 days to stay
connected.

-
Postpaid Service (latest):

- Vodafone Essar, one of India’s leading cellular services providers has launched
three new monthly rental plans - Budget 500, Budget 750 and Budget 1000 -
for its postpaid customers in Kolkata and West Bengal. These Budget plans
offer combinations of free minutes over local and STD calls along with free
local SMS. This offer is valid for new and existing customers.

Sridhar Rao, Chief Executive Officer, Vodafone Essar East Limited, said

“These budget plans will specially appeal to customers with high usage who can now
manage their mobile bills without compromising on talktime or SMS volume.”

- Announced a special offer for its customers in Madhya Pradesh and

Chhattisgarh. Customers can now avail free VIP numbers with every new post
paid connection. The VIP numbers provide customers an option to choose a
number of their preference from a range of special Golden numbers that
usually comes with a huge price tag.
Value added services:

Vodafone Essar, one of India’s leading cellular services providers, has announced a
special offer for Zoozoo fans across India. Vodafone customers can now get special
oozoo DVDs from a Vodafone Store and watch these adorable characters from
Vodafone Essar’s recent television commercials as they live life’s little moments in
their inimitable style. Vodafone Prepaid customers can get the DVD through a
recharge of above Rs 300 at the Vodafone Store. Vodafone Postpaid customers can
enroll for Direct Debit or activate Callertune or Vodafone Alerts at the Vodafone store
to get the Zoozoo DVD.

39
Dial 600 to activate:

To activate these values added services on your Vodafone phone simply dial 600 and
access our Interactive Voice Response system.

SMS:

Message your family and friends through Vodafone SMS Services. It's convenient and
affordable. Communicate with cell phone users in over 100 countries and anywhere in
India - by sending and receiving text msg.
Pay just Rs. 1.50 per message for sending SMS anywhere across the country.

SMS Chat:

Now, you can chat on your Vodafone phone with as many people as you want. Its fun
and as simple as sending an SMS. Your identity will remain anonymous as your phone
number is never displayed during the chat. You can have your own profile and chat
name.

You can also create your own chat rooms or chat in the different rooms that already
exist including: Teens, 20s, 30s, Office, Bollywood, Delhi.

All you have to do is type in your messages and send them to 2428. You will be
charged Rs. 2 per outgoing message. Incoming messages are free.

Vodafone Online:

40
Get all the useful information you need directly on your Vodafone phone - with
Vodafone Online. Including cricket, finance, entertainment, weather, astrology and
more.

 Simply go to the Vodafone Online menu on your Vodafone phone. If you do not
see the Vodafone Online menu on your phone, send HELP to 123. We will send you
the list of keywords.

 Scroll to the topic on which you need information.

 Select the information and key input as requested on the screen.

You will be charged Rs. 2 per outgoing message. Incoming messages are free.

MTNL Directory:

With this facility you can get to know the address and telephone no. of MTNL
users.you will be charged Rs.2 per outgoing message.

STD / ISD Codes:

You don't need to look up your diary or a phone directory to find out STD and ISD
codes. You can find it directly through your Vodafone phone.

Ringtones & Logos:

Now you can change the ringtone on your Vodafone phone according to your moods.
You can download logos as well. With the Vodafone and Yahoo! tieup you have
hundreds of tunes and logos to choose from.

For every ringtone downloaded, you will charged Rs. 7.00 (including the cost of SMS
sent). For every logo/picture message downloaded, you will charged Rs. 3.00
(including the cost of SMS sent).

Flash & Blink

41
Vodafone now offers you two exciting ways to send messages. You can make your
message flash directly on your recipient’s screen instead of the inbox. You can also
highlight the important parts of your message through blinks. So your text messages
become not only more visible, but more effective too.

You will be charged Rs. 2 per outgoing message. Incoming messages are free.

There are occasions when you may not want to take a call, or your Vodafone phone
maybe busy or simply unreachable. By paying a nominal monthly access fee, you can
now retrieve your messages at your convenience. Even if you are roaming, you can
retrieve your messages from your voice mailbox through a fixed line, anywhere on
earth.

Your Vodafone voicemail can

 Hold up over 17 messages at a time.

 Receive a message that lasts up to 90 seconds.

 Store a message for as long as you want.

 You can also record your voice signature and welcome message.

Calling Line Identification

You can check your caller's telephone name and number on your phone screen
whenever you receive a call. This gives you the flexibility to either accept or reject an
incoming call. This service is also helpful in identifying your missed calls

You can access this service by just paying Rs. 49 per month, if you are a postpaid
customer. This service is absolutely free if you are a Vodafone Prepaid customer.

Itemized Billing

As a Vodafone Postpaid customer, you can choose to receive an itemized bill at the
end of each month. This is a detailed billing statement which helps you keep track of
all your calls. Your itemized bill includes:

42
 Origin of the call

 Destination of the call

 Duration of the call

 Toll charges

 Airtime and total charge

Get your itemized bill.

 via post: Pay a monthly rental of 49 only.

 via e-mail: Pay just Rs. 19 per itemized bill.

Fax & Data Services

This service enables you to constantly keep in touch with your office, colleagues and
information sources. You can send or receive faxes and transmit data using your
Vodafone phone anytime, anywhere. Whether you are operating from home,

Hotels and airport lobbies.

At speeds of up to 9600 bps within the network or while roaming. You can even
access the Internet.

All you need is a handset compatible data card (PC Card) or a GSM Software, and a
data chord cable with a PC to set up a mobile office.
You can also opt for either Vodafone Fax or Vodafone Data services independently.

Your Vodafone fax number can help you differentiate between incoming voice calls
and fax transmissions. You can also send and receive faxes anywhere on earth with
your Vodafone phone
By opting for the Vodafone Data Services you can access e-mail, databases and the
Internet. All on your single incoming data number.
Charges to activate the Vodafone Fax and Data service, you just need to pay a one-
time activation fee of Rs 500. To access the Fax service, the fee is Rs. 250. The usage
charges are nominal at Re 1 per minute.

Call Management Services

43
There may be occasions when you need to conference with up to six people at a time
or talk to just two. Or you are speaking to someone and want to forward an incoming
call to another phone. With your Vodafone phone, you can do this and more.
Vodafonehelps you manage your calls effortlessly so that you stay in control of your
conversations, always.

Voice Response

Get your Vodafone phone to respond directly to your commands. Custom designed to
recognize Indian voices and accents, the Voice Response service makes your life more
convenient. You can get the latest updates on news, stocks, cricket and your
horoscope. Airtime charges will be Rs.6 per minute (1 minute pulse).

Voice Messaging

Voice Messaging has become even more affordable. You can now send voice
messages to cellular phones as well as fixed telephone lines in USA or Canada for just
Rs.3.95 per min* (as against Rs.4.95 per min earlier).
Voice messages within India across select networks will cost you Rs. .95 per min
only. Also, recipients of the cellular Voice Messaging service have the option of
replying back to the messages, which get returned back as return Voice Mail
messages, facilitating two-way (though not simultaneous) voice communication.

Yahoo! Messenger For SMS

You do not have to wait to get a PC to use the Yahoo! Messenger. With the exclusive
Vodafone-Yahoo! tie-up, you can easily get connected through your Vodafone
phone.This unique messenger comes with a lot of exciting features. You can connect
with all Yahoo! Messenger users, send, receive and reply to instant messages, view
and manage your friend list and also manage authorization requests. All this and more
just by using SMS. You will be charged Rs. 2 per outgoing message. Incoming
messages are free

Cell Banking

44
Vodafone now puts the bank in your pocket with Cell Banking. Access your bank
account and transact directly on your Vodafone phone by sending text messages.

The first of its kind in India, this service enables you to conduct your banking without
having to visit the bank or making a call.
You can do Cell Banking from over 90 countries worldwide.
You will be charged Rs. 2 per outgoing message. Incoming messages are free.

Roaming

Now you can always stay connected, no matter where you are. With the Vodafone
Roaming facility, you can use your Vodafone phone in over 100 countries worldwide
and over 1000 cities, towns and highways across India. Vodafone Roaming makes life
easy and convenient for you.

Vodafone Essar, one of India’s leading cellular services providers, today announced
significant reduction in international roaming rates for its Postpaid customers
traveling to South Africa during the upcoming DLF Indian Premier League (IPL)
cricket tournament. Vodafone Essar is the official partner to DLF IPL 2013

One number across the globe

Your Vodafone phone number and PIN number remains the same whether you are in
Delhi, Chandigarh, London, Paris or anywhere else in the world.

National and International Roaming on Vodafone Prepaid

Roaming on Vodafone Prepaid gives you the most extensive coverage in over 1000
cities, towns and highways across India, and in over 100 countries around the world.
Enjoy Roaming on your Vodafone Prepaid card and stay in touch wherever you go.

Yahoo! Mail For SMS

45
You can now directly access your email account on Yahoo! Mail on your Vodafone
phone. What’s more, you do not need a WAP enabled handset for this service as it is
based on SMS. So gain freedom from your PC and access your Yahoo! mails anytime,
anywhere on your Vodafone phone. You will be charged Rs. 2 per outgoing message.
Incoming messages are free.

WAP

With WAP, you can have the Internet directly in your pocket. So if you are looking for
quick and easy delivery of information and services, your Vodafone phone can show it
all. Use it to check out news, finance, shopping, entertainment, travel, entertainment
and city service information etc. To access this service all you need is a WAP enabled
handset and WAP services activated on your Vodafone phone. This service comes to
you at a nominal charge of Re. 1 per minute (1 min pulse).

Group Messaging

Party invitations, movie outings, festive greetings... whatever be the occasion, you can
send your message to all your friends at one go!
With Group Messaging from Vodafone, you can thus save yourself the bother of
painstakingly sending your message to one person at a time whether you are on
Vodafone Prepaid or Postpaid.

Vodafone4help

Vodafone4help now lets you take advantage of a lot more services than before. You
can connect to the nearest fire brigade or mechanic or florist or even order a pizza. If
you are stranded in the middle of the road, or if you you need immediate medical
attention or if you are looking for a police station close by, Vodafone4help gives you
instant access to your nearest source of help, anywhere in Delhi or the NCR.

All the help services are charged@Rs.6/min. while for police and fire help only local
airtime charge is applicable.

46
 Sales & Financial Performance

Vodafone India’s service revenue dropped 29% on-year to 979 million euros (Rs
7,902 crore) in the fourth quarter of 2017-18 as the country’s second-largest telco
reeled under the effects of cuts in local and international interconnect rates and price
wars ahead of a planned merger with Idea Cellular.

The transaction with Idea Cellular will close in June, Vodafone Group Plc said. The
combined entity will become India’s largest telco by revenue and subscribers.

“Vodafone and Idea have agreed on a joint branding policy, in that the architecture is
ready and commercial planning for the joint brand will start once we have all
regulatory approvals for the merger,” Vodafone Group Chief Executive Officer
Vittorio Colao said on an earnings call on Tuesday. Colao is stepping down on
October 1 and Group Chief Financial Officer Nick Read will take his place.

The combined entity “will focus immediately on capturing the sizeable cost
synergies,” Colao said separately in a statement.

Losses for Vodafone India continued in the January-March quarter as a result of

47
 intense price competition and a significant reduction in interconnect charges,
Vodafone said in its global results announcement Tuesday. Although Colao declined to
hazard a guess on when the price wars in India would ease, he said “any positive
movement in prices would lift back the situation.”

He said the planned merger of Indus Towers and Bharti Infratel would “create a
monetisable asset that would make the India business very self-supportive and
solid.” Last month, the UK’s Vodafone and Bharti Airtel agreed to jointly
control the merged tower entity, to be called Indus Towers, as equal
shareholders. The merger of the tower companies is expected to close by
March.
Vodafone India’s revenue was 1,379 million euros (Rs 10,547 crore) during
the fourth quarter a year ago and 1,063 million euros (Rs 8,580 crore) in the
October-December quarter.

Revenue for 2017-18 fell 18.9% to Rs 34,855 crore, while the loss for the
year narrowed to 1,969 million euros (Rs 15,933.6 crore) from 4,107 million
euros (Rs33,235 crore), helped by an income tax credit of 925 million euros.

The results for FY18 “comprises a non-cash charge of 3,170 million euros .

Profit & Loss - Vodafone Rs (in Crores)

Mar'18 Mar'17 Mar'16 Mar'15 Mar'14

12Months 12Months 12Months 12Months 12Months

INCOME:

Sales Turnover 27828.60 35278.65 35803.69 31279.47 26110.40

Excise Duty .00 .00 .00 .00 .00

NET SALES 27828.60 35278.65 35803.69 31279.47 26110.40

Other Income 0 0 0 0 0

48
TOTAL INCOME 28126.80 35475.67 35981.03 31731.81 26179.47

EXPENDITURE:

Manufacturing Expenses .00 22135.95 21083.66 19058.96 16650.46

Material Consumed .00 .00 .00 .00 .00

Personal Expenses 1396.80 1625.64 1473.52 1358.73 1161.01

Selling Expenses .00 455.40 483.32 .00 .00

Administrative Expenses 20786.10 966.82 868.60 1188.37 1044.69

Expenses Capitalised .00 .00 .00 .00 .00

Provisions Made .00 .00 .00 .00 .00

TOTAL EXPENDITURE 22182.90 25183.80 23909.10 21606.06 18856.15

Operating Profit 5645.70 10094.84 11894.59 9673.41 7254.24

EBITDA 5943.90 10291.87 12071.93 10125.75 7323.31

Depreciation 8316.10 7700.02 6223.23 4855.01 4093.24

Other Write-offs .00 .00 .00 .00 .00

EBIT -2372.20 2591.85 5848.70 5270.74 3230.07

Interest 4924.50 4010.85 1777.85 931.66 624.79

EBT -7296.70 -1419.00 4070.85 4339.08 2605.28

Taxes -2515.90 -587.93 1424.56 1529.25 915.98

Profit and Loss for the Year -4780.80 -831.08 2646.29 2809.84 1689.31

Non Recurring Items .00 .00 -13.44 .00 .00

49
Other Non Cash Adjustments .00 .00 .00 .00 .00

Other Adjustments .20 .00 13.44 .00 .00

REPORTED PAT -4780.60 -831.08 2646.29 2809.84 1689.31

KEY ITEMS

Preference Dividend .00 .00 .00 .00 .00

Equity Dividend .00 .00 172.00 181.12 110.28

Equity Dividend (%) .00 .00 4.77 5.03 3.32

Shares in Issue (Lakhs) 43593.00 36053.28 36005.09 35978.44 33196.32

EPS - Annualised (Rs) -10.97 -2.31 7.35 7.81 5.09

Rs (in Crores)

50
SWOT Analysis

51
SWOT ANALYSIS

SWOT Analysis is a strategic planning method used to evaluate the Strengths,

Weaknesses, Opportunities, and Threats involved in a project or in a business
venture. It involves specifying the objective of the business venture or project and
identifying the internal and external factors that are favorable and unfavorable to
achieving that objective. The technique is credited to Albert Humphrey, who led a
research project at Stanford University in the 1960s and 1970s using data from
Fortune 500 companies.

Strengths Weaknesses

Leadership Position Centralized Control – Low

Flexibility
Global Brand Strength

High Consumer churn rates

High Geographical reach
Internal

Opportunities Threats

52
 Expanding marketing boundaries Increased Competition

Growth through 3G Market saturation in Europe

External Strategic Alliances Emergencies of Low cost

Brands

Strengths:

The main strength of Vodafone within the telecommunications market lies in

its brand image and recognition. Vodafone, having established a global presence and
having invested highly in marketing a differentiated image by promoting a Vodafone
life style, currently enjoys a differentiating advantage that, if exploited properly, can
offer a lead in competition. The presence of Vodafone in numerous countries within
Europe as well as in all part of the world enhances this image. It allows customers to
travel and enjoy easily the services of their home country operator. In the few
countries that Vodafone is not physically present (e.g. Norway) it has well established
strategic alliances which allow for a better service of mobile clients.

Weaknesses:

The expansion of Vodafone has been completed at the expense of direct

control of its operations. The company grew through a process of acquisitions of
national telecommunications companies (e.g. the acquisition of the third biggest
Czech mobile phone operator, Cesky mobile) rather than organic growth. This
increased its subscribers’ base quickly, offering direct market knowledge and
immediate additions of customer bases at the expense of direct effective control of the
subsidiaries. At the same time though, it implicitly imposed a centralized operational
structure for the group, nominating the UK headquarters as the leading business unit
running a much centralised marketing and handset procurement at group level. This
has resulted in the neglect of local markets and local differences, allowing market

53
share to be gained by smaller local competitors. Due to the highly saturated Western
European market this has resulted in an increase in the price elasticity of demand,
with consumers becoming continuously price oriented. This has resulted in high
customer churn rates reaching the level of 32.8% in the UK compared to O2’s 24%.

Opportunities:

The telecommunications market, even though highly saturated in some regions

offers great potential due to the ageing population and the sophistication of the
consumers. It offers great opportunities through a careful market segmentation and
exploitation of particular profitable segments. Different strategies should be pursued –
simple phones and simplified pricing plans to the ageing population and more
updated, sophisticated solutions for younger generations. The expanding Boundaries
of the market could provide further opportunities by allowing Vodafone to enter more
aggressively into fixed‐line service and to better enjoy the benefits of its high
investment in 3G technology. Moreover the company has undertaken its first steps in
establishing strategic alliances to develop customized solutions for end‐users:
Vodafone recently announced two new partnerships, one with supermarket group
ASDA to launch an ASDA branded mobile service in the UK, and another with
electrical retailer DSG International to provide mobile solutions to small businesses.
This could further be enhanced to avoid being a late‐entrant in this new method of
distribution which offers access to a wide potential customer base.

Threats:

The European part of Vodafone’s market is characterized by existing high

levels of competition. Major brands such as O2 and T‐Mobile are exploiting the price
sensitivity of customers and in this way they are building a stronger image and

54
presence in the market. Indirect competition is also increasing further, through the
presence of Skype and other related (not only voice) Internet‐based services. This
combined with the upcoming European legislative measures is expected to limit
further the tariffs for the network providers imposing further need for price cuts which
could harm the bottom line profitability of the company.

Part III:
Research Work

55
 OBJECTIVE

Following are the main objective to study about the customer satisfaction on
Vodafone.

 To study customer satisfaction of Vodafone.

 To study various Marketing activities provided by Vodafone.
 To study the various services provided by Vodafone.
 To know the expectation of Vodafone Customers.

56
 Discussion of Problems
Significance of Problems:
The first and most important step of marketing research is properly defining the
problem. In order to identify the research problem two cotegories of problem should
be carefully noticed.

Here researcher’s problem are ;

 A number of customers are not satisfied with services, new scheme and offers.

 A number of customers are not satisfied with the network coverage .

 A number of customers are not satisfied with the current call rates of
Vodafone.

 A number of customers are not satisfied with the free SMS schemes.

 A number of customers are not satisfied with the service of customer care of
Vodafone

57
LITERATURE REVIEW:

CUSTOMER SATISFACTION

Introduction:

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 and is part of the four perspectives of a
Balanced Scorecard.

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.

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.

Measuring customer satisfaction

Organizations are increasingly interested in retaining 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 ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and

58
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 options the customer may have and other products against which the
customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the

effort of quantitative measurement, although a large quantity of research in this area
has recently been developed. Work done by Berry, Brodeur between 1990 and 1998
defined ten 'Quality Values' which influence satisfaction behavior, further expanded
by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of
satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access,
Environment, Inter-departmental Teamwork, Front line Service Behaviors,
Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often
utilized to develop the architecture for satisfaction measurement as an integrated
model. Work done by Parasuraman, Zeithaml and Berry between 1985 and 1988
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 measurer with a satisfaction "gap"
which is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the "gap" described
by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to
expectation. According to Garbrand, customer satisfaction equals perception of
performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement
and in term of their perception and expectation of performance of the organization
being measured.

Vodafone had highest customer satisfaction index in 2011

59
Lisbon, 25 August 2013 - Vodafone obtained the highest customer satisfaction index
in the telecommunications sector in 2013, according to annual results published by
Anacom. Vodafone achieved a satisfaction index of 74.4 (on a scale of 0 to 100), the
highest score of all the companies in the Portuguese telecommunications market and
considerably above the sector average of 67.6.

In the report published by Anacom, Vodafone is ranked in first place in all the
indicators included in the survey: Satisfaction with the operator, Image that customers
have of the operator, Customer Expectations, Perceived Quality of the operator's
network and services, Perceived Value for Money, Complaints received and their
handling, and Loyalty of customers to their operator.

In the Perceived Quality indicator, Vodafone obtained a score of 8.3 points for overall
quality, way ahead of the scores of the other two operators (both obtained 7.7 points).
Vodafone comes top in all the indicators for perceived quality of network and
services: technical quality of the network (8.2 points); customer service and advice
capability (7.6 points); quality (8.2 points), diversity (8.0 points) and reliability (7.9
points) of products and services offered; clarity and transparency of information
supplied (7.8 points); network coverage (7.9 points) and clarity and transparency of
price plans (7.9 points).

Similarly, in the indicators measuring the Image of mobile operators, Vodafone comes
top in the five categories analyzed (on a scale of 1 to 10): 'It is a reliable company in
terms of what it says and what it does' (8.1 points); 'It is stable and well established in
the market' (8.8 points); 'It contributes positively to society' (7.5 points); 'It cares
about its customers' (7.6 points); and 'It is innovative and forward looking' (8.5
points).

The methodology used in the ECSI Portugal 2009 survey (ECSI – European Customer
Satisfaction Index) is similar to that used by the European Commission to survey
customer satisfaction in 25 Member States, enabling comparisons to be made between
the results obtained in each country.

The ECSI Portugal 2011 Communications survey was carried out by the Higher
Institute of Statistics and Information Management at Lisbon's New University in

60
partnership with the Portuguese Quality Institute and the Portuguese Quality
Association, with sponsorship from Anacom.

RESEARCH METHODOLOGY
Introduction:

“Marketing research means the systematic gathering, recording, analyzing of

data about problems relating to the marketing of goods and services”

METHODOLOGY ADOPTED:

Research methodology is a way to systematically solve the research problem. Here we

study the various steps generally adopted by the researcher in studying the research
methods to continue a part of research methodology.

In this research, both Primary and Secondary data taken into consideration. The
project would be executed through primary data i.e. questionnaires, discussion with
various age groups of employee, information from other group of companies, internet
data’s.

Primary data: - This is those, which are collected as fresh and for the first
Time, and thus happen to be original in character. There are many ways of data
collection of primary data like questionnaire, observation method, interview
method, through schedules, pantry Reports, distributors audit, consumer panel
etc.

Secondary data: - These are those data, which are not collected afresh and are used
earlier also and thus they cannot be considered as original in character. There are
many ways of data collection of secondary data like publications of the state and
central govt., website, journals, companies reports, reports prepared by researchers,

61
 RESEARCH DESIGN:

Type of research: Descriptive research design

Sources of data: Primary Data & Secondary Data
Primary Data – Questionnaire
Secondary Data – Websites
Data collection method: Survey Method,Questionnare
Survey Instrument: Questionnaire (Closed and Open Ended)
Sample size: 100 Customers
Sample unit: Here the researcher has randomly selected the respondents
of the Delhi NCR.
Sampling Design: Convenient sampling (sample collection)

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 LIMITATIONS

Certain limitations do creep in a research study due to constraints of the time, money

and human efforts, the present study is also not free from certain limitation, which

were unavoidable. Although all effort were taken to make the result of the work as

accurate as possible as survey but the survey have following constraints.

Here the researcher’s problems are:-

 A number of customers are not satisfied with services, new schemes and

offers.

 A number of customers are not satisfied with the network coverage.

 A number of customers are not satisfied with the current call rates of

Vodafone.

 A number of customers are not satisfied with the Free SMS schemes.

 A number of customers are not satisfied with the service of customer care of

Vodafone

63
 Data Analysis

Data Analysis and Interpretation

After all the above steps are completed now the important step is data analyzing and
interpretation. For this there are various analytical and statistical tools. Some of these
tools are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.

Q1) Do you have a mobile phone?

Purpose:

The main purpose of this question is to know how many respondents use mobile
phone.

64
Interpretation:

93% of the respondents are have a mobile phone while 7% of the respondents
do not have a mobile phone.

Suggestions Yes No
Q2) Are you aware about
No. of respondents 95 5
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 respondents 93 7

65
Interpretation:

95% of the respondents are aware about telecommunications services while

5% are not aware.

Which operator’s service do you use?

Operator’s service No. of

name respondents

Vodafone 87

Airtel 29

Idea 17

Reliance 21

BSNL 5

Tata Indicom 3

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Interpretation:

Major respondents using mobile are enjoying Vodafone services. 16% of the
respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents
use Reliance, BSNL and Tata Indicom respectively.

Q3) Are you aware about Vodafone?

Purpose:

The purpose behind this question is to know about the awareness of Vodafone
among all the respondents.

67
Interpretation:

Here 87% of respondents are aware about Vodafone Services.

Suggestions Yes No
Q4) From which source you came to
No. of respondents 87 13
know about Vodafone?

Purpose:

The purpose behind this question is to know from which source the respondents
Sources No. of respondents came to know about Vodafone

Advertisements 63

Hoardings 52

Newspapers 35 68

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.

Q5) Since how long you are using Vodafone Services?

Purpose:

The purpose behind this question is to know about the usage time of Vodafone
customers i.e. since how long they are using Vodafone services.
Time period No. of respondents

Less than 1 month 12

2-6 months 19

6-12 months 22 69

More than 1 year 34

Interpretation:

Major Respondents using Vodafone are old customers. 39% of the respondents
use Vodafone services from past more than 1 year while the lowest is 14%
respondents using Vodafone services less than 1 month.

Q6) Which of the following services do you use of Vodafone?

Purpose:

The purpose behind this question is to know which services do the Vodafone
customer use, Pre-Paid or Post-Paid.

Services No. of respondents

Pre-Paid 73

Post-paid 14 70
Interpretation:

84% of the respondents use pre-paid services while only 16% of the respondents
use post-paid services.

Q7) Which services are more helpful to you while using Vodafone Services?

Purpose:

The purpose behind this question is to know which services are more helpful to
the respondent while using Vodafone.

71
Services No. of respondents

Call Rates 27

SMS Rates 48

Network 36

Value Added Services 19

Interpretation:

Here major Respondents are youngsters so they mainly use SMS services of
Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of
the respondents use Vodafone for Value Added Services.

Q8) Do you call at customer care?

Purpose:

The purpose of this question is to know how many times and how often the
respondents call at customer care of Vodafone.

72
Suggestions Yes No

No. of respondents 76 11

Interpretation:

73
 87% of the respondent calls at customer care while 13% respondents do not call
at customer care.

Q(9)If yes, how often you call at customer care?

Time Period No. of respondents

Daily 5

Once a week 12

Once a month 24

Occasionally 35

Interpretation

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 Major respondents here call customer care occasionally. 31% respondents
respondents call customer care once a month while 16% and 7% of respondents call
once a week and daily respectively.

Q9) For what reason you call at customer care?

Purpose:

The main purpose of this question is to know the reason of the respondents
regarding calling at customer care.

Reasons No. of respondents

Value Added Services 21
Information regarding new schemes 23
Complaining 42
Other queries 36

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Interpretation:

34% of respondents call at customer care for complaining purpose while 30%,
19% and 17% of respondents call customer care for other queries, information
regarding new schemes and value added services respectively.

Q10) Rate the following on the basis of your satisfaction.

Services Excellent Very Good Fairly Good Average Poor

Network 31 29 17 7 3

SMS Rates 6 19 35 24 3

New schemes and 3 14 27 33 10

offers

Customer Care 6 32 29 15 5

Recharge Outlets 12 28 31 14 2

Call Rates 2 20 43 19 3

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Value Added 9 24 29 19 6
Services

Network:

Purpose:

Service Excellent Very Good Fairly Good Average Poor

Network 31 29 17 7 3

The purpose of this analysis is to know the perspective of the customers of

Vodafone regarding network service.

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Interpretation:

Here major respondents are satisfy with the network coverage. 36% of the
respondents are rate the Vodafone’s network excellent, 33% rate it very good, 20%
rate it farely good while 8% and 3% rate it average and poor.

SMS Rates:

Purpose:

The purpose of this analysis is to know the perspective of the customers of

vodafone regarding Rates of SMS.

78
Service Excellent Very Good Fairly Good Average Poor

SMS Rates 6 19 35 24 3

Interpretation:

Here major respondents are not much satisfied with the SMS rates of Vodafone
as major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it
very good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.

New Schemes and Offers:

Purpose:

The main purpose of this analysis is to the respondent’s perspective related to

the new schemes and offers provided by Vodafone.

79
Service Excellent Very Good Fairly Good Average Poor

New schemes 3 14 27 33 10
and offers

Interpretation:

Here major respondents are not much satisfied with new schemes and offers of
Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents
rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and
excellent respectively.

Customer Care:

Purpose:

The main purpose of this analysis is to know about the satisfaction of customer
care service provided by Vodafone to their customers.

80
Service Excellent Very Good Fairly Good Average Poor

Customer Care 6 32 29 15 5

Interpretation:

Customer care service of Vodafone is better compared to some of the other

services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it
as average, and 6% and 7% rate it as poor and excellent respectively.

Recharge Outlets:

Purpose:

The purpose behind this analysis is to know about the satisfaction of the
Vodafone customers regarding recharge outlets.

81
Service Excellent Very Good Fairly Good Average Poor

Recharge Outlets 12 28 31 14 2

Interpretation:

Recharge outlets of Vodafone are majorly rated on fairly good and very good
basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate
it as average, 14% rate it excellent and 2% respondents rate it as poor.

Call Rates:

Purpose:

The purpose behind this analysis is to know about the perception of vodafone
customers regarding different call rates.

82
Service Excellent Very Good Fairly Good Average Poor

Call Rates 2 20 43 19 3

Interpretation:

Major percentage of respondents are not happy with the call rates of Vodafone.
49% of respondents rate call rates of vodafone as fairly good, 23% rate it as very
good, 22% rate it as average while 4% and 2% respondent rate it as poor and excellent
respectively.

Value Added Services: Purpose:

The purpose behind this analysis is to know about the perception of vodafone
customers regarding Value Added Services.

83
Service Excellent Very Good Fairly Good Average Poor

Value Added 9 24 29 19 6
Services

Interpretation:

Value added services of Vodafone are quite feasible as compared to some of

the other services. 33% respondents rate it as fairly good, 28% rate it as very good,
22% rate it as average while 10% and 7% rate it as excellent and poor respectively.

Q12) Why you are not using Vodafone Services?

Purpose:

The purpose of this question is to know why other respondents do not use
Vodafone services.

84
Reasons No. of respondents

Lack of awareness 2

High Prices 6

Poor Services 3

Poor Network 2

Interpretation:

6 don’t use Vodafone services because of high prices. 3 respondents don’t use
Vodafone services because of poor services while 2 respondents each don’t use
vodafone services because of lack of awareness and poor network.

Q13) Would you like to recommend Vodafone to others?

Purpose:

The purpose of this question is to know the recommendations of the

respondents towards Vodafone, whether they would like to recommend the Vodafone
services to others or not.

85
Suggestions Yes No

No. of respondents 78 9

86
Interpretation:

90% of the Vodafone customers would like to recommend Vodafone services to

others while 10% of the Vodafone Customers won’t recommend to others.

DATA FINDING

 93% of the respondents have a mobile phone while 7% of the respondents do

not have a mobile phone.
 100% of the respondents are aware about telecommunications services.
 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4%
and 2% respondents use Reliance, BSNL and Tata Indicom respectively.
 100% of respondents are aware about Vodafone Services.
 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.
 39% of the respondents use Vodafone services from past more than 1 year
while the lowest is 14% respondents using Vodafone services less than 1
month.
 84% of the respondents use pre-paid services while only 16% of the
respondents use post-paid services.
 37% of the respondents use Vodafone for SMS services while only 14% of the
respondents use Vodafone for Value Added Services.
 87% of the respondent calls at customer care while 13% respondents do not
call at customer care.
 31% respondents respondents call customer care once a month while 16% and
7% of respondents call once a week and daily respectively.

87
 SUGGESTIONS

Following are some of the suggestions given by the researcher so that

Vodafone can serve people and its customers in an improved way:

 Vodafone should decrease call rates for local users.

 Vodafone should provide more offers to Post-Paid customers so

that the number of Post-Paid customers increase.

 Vodafone should bring introduce some new SMS schemes for the

youngsters.

 Vodafone should introduce more schemes and offers.

 Vodafone should provide more schemes and offers to its old

customers.

 Vodafone should decrease call rates of STD and ISD.

88
 CONCLUSION

Follwing are the conclusion that the researcher found after the survey.

 From the above analysis the researcher concludes that major

respondents are dissatisfied with some of the major services like call

rates, SMS rates and new schemes & offers.

 Major respondents from all respondents use services of Vodafone.
 Major customers of Vodafone are old customers so many of the

respondents are satisfied with the services of Vodafone and thus they

would like to recommend Vodafone to others.

 Major respondents using Vodafone use pre-paid services compared

to post-paid services.
 Major respondents are youngsters so they need more SMS facilities

and low call rates, but Vodafone dissatisfies these age group (18-25)

as their call rates and SMS rates are much high.

BIBLIOGRAPHY
Books:

89
1-.Beri.G C, 2010, Marketing Research, Tata MC Graw Hill Education PVT. LTD,

ISBN- 13; 978-0-07-062022-3

2- Kotler.Philip,2013,Principle Of Marketing, Arrangement with Person Education

Inc. and Dorling Kindersley Publishing Inc. , ISBN- 978-81-317-1547-5

3- Krishnamoorthy.R, 2011, Introduction to Rural Marketing, Himalaya Publishing

house PVT.LTD. ISBN- 978-93-5024-787-7

4. Hartmam.Laura P, 2013, Perspectives in Business Ethics, ISBN- 13; 978-0-07-

062011-13

Websites:

 http://www.vodafone.com/start/media_relations/news/local_press_releases

/portugal/portugal_press_release/vodafone_had_highest.html
 http://en.wikipedia.org/wiki/Customer_satisfaction
 http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)
 http://en.wikipedia.org/wiki/Vodafone
 http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202013.pdf
 www.anacom.pt/render.jsp?contentId=606658
 www.iimcal.ac.in/community/consclub/reports/telecom.pdf

90
 PART IV
ANNEXURE:

QUESTIONNAIRE

Q1) Do you have a mobile phone?

o Yes

o No

91
Q2) Are you aware about telecommunications service?

o Yes

o No

If yes, then which operator’s Service do you use?

o Vodafone

o Airtel

o Idea

o Reliance

o BSNL

o Tata Indicom ( If not Vodafone then go to Q12 )

Q3) Are you aware about Vodafone?

o Yes

o No (If No, then go to Q11 )

92
Q4) From which source you came to know about Vodafone?

o Advertisement

o Hoardings

o Newspapers

o Mouth Publicity

Q5) Since how long you are using Vodafone services?

o Less than 1 month

o 2-6 months

o 6-12 months

o More than 1 year

Q6) Which of the following services do you use of Vodafone?

o Pre-paid

o Post-paid

Q7) Which services are more helpful to you while using Vodafone services?

o Call rates

o SMS service

93
 o Network

o Value Added Services

Q8) Dou you call at customer care?

o Yes

o No

If yes, how often you call at customer care?

o Daily

o Once a week

o Once a month

o Occasionally

Q9) For what reason you call at customer care?

o Value added services

o Information regarding new schemes

o Other queries

94
 o Complaining

Q10) Rate the following services on the basis of your satisfaction.

Services Excellent Very Good Fairly good Average Poor

Network

SMS rates

New schemes and offers

Customer Care

Recharge outlets

Call Rates

Value Added Services

Q11) What makes you unaware about Vodafone?

o Less Advertisements

o Less Publicity

o Others

(If others then mention ________________________)

95
Q12) Why you are not using Vodafone services?

o Lack of awareness (Multi-choice)

o High Prices

o Poor Services

o Poor network

Q13) Would you like to recommend Vodafone to others?

o Yes

o No

Q14) Give your suggestions to help in serve you better.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_________

Name: ________________

Age: ___ years

96
Sex: Male/Female

Contact no.: ___________

Signature: __________

97