“A STUDY OF CUSTOMER SATISFACTION OF BHARTI AIRTEL

LIMITED”

SUMMER TRANING

AT

(Submitted in partial fulfillment for BBA)

(C.C.S University, Meerut)
(2013-2016)

SUBMITTED TO: SUBMITTED BY:

SANTOSH SHAH Rahul Kumar

ROLL NO: 9358661

BBA-3RD YEAR

INSTITUTE OF MANAGEMENT STUDIES

ADHYATMIK NAGAR CAMPUS, NH-24

GHAZIABAD- 201002

1
 DECLARATION

I Rahul Kumar, hereby declare that the project entitled “A STUDY OF

CUSTOMER SATISFACTION OF BHARTI AIRTEL LIMITED”. Submitted for the
BBA Degree is my original work and the project has not formed the basis for
the award of any degree, associate ship, fellowship or any other similar titles.

Signature of the Student:

Place:

Date:
Rahul Kumar

ROLL NO: 9358661

BBA-3RD YEAR

2
 ACKNOWLEDGEMENT

On the successful Completion of this project I would like to express my

gratitude to all the people who have helped me & encouraged me throughout the
project.

At first, I owe my dept of thanks to Mr. Ajruddin, (Sales Manager, Bharti Airtel
Limited). Who gave me an opportunity to do my project work in this company.

I wish to extend my deep & sincere gratitude to Mr. Gunidhi Sareen (Senior
Manager) who helped me with his guidance from day one and also helped me whole
heartedly to achieve the ultimate goal of the project. My warm thanks to all the
employees of Bharti Airtel Limited , for kind co-operation.

My gratitude will not be completed without thanking god & I am most

thankful to my beloved parents who have been a constant source of aspiration &
blessing in my pursuit for studies.

Rahul Kumar

ROLL NO: 9358661

BBA-3RD YEAR

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 TABLE OF CONTENTS

CHAPTERS NO. PAGE UMBER

 CHAPTER -1
 INTRODUCTION OF THE INDUSTRY 1-8
 CHAPTER -2
 COMPANY PROFILE- AIRTEL 9-29
 CHAPTER -3
 RESEARCH METHODOLOGY 30-32
 CHAPTER -4
 OBJECTIVE OF THE STUDY 33-34
 SCOPE OF THE STUDY 35
 CHAPTER -5
 DATA ANALYSIS & INTERPRETATION 36-45
 CHAPTER -6
 FINDINGS 46-47
 CHAPTER -7
 CONCLUSION 48-49
 CHAPTER -8
 LIMITATIONS 50-51
 CHAPTER -9
SUGGESTIONS & RECOMMENDATION 52-54
 CHAPTER -10
BIBLIOGRAPHY 55-56

 CHAPTER -11
QUESTIONNAIRE 57-

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5
 INTRODUCTION OF THE INDUSTRY

The Indian telecommunications industry is one of the fastest growing in the

world and India is projected to become the second largest telecom market
globally.

India added 113.26 million new customers in 2009, the largest globally. In fact,
in April 2010, India had already overtaken the US as the second largest wireless
market. To put this growth into perspective, the country’s cellular base
witnessed close to 50 per cent growth in 2009, with an average 9.5 million
customers added every month. According to the Telecom Regulatory Authority
of India (TRAI), the total number of telephone connections (mobile as well as
fixed) had touched 385 million as of December 2008, taking the telecom
penetration to over 33 per cent. This means that one out of every three Indians
has a telephone connection, and telecom companies expect this pace of growth
to continue in 2010 as well.

According to CRISIL Research estimates, eight infrastructure sectors, which

include the telecom sector, are expected to draw more than US$ 345.28 billion
investment in India by 2012. With the rural India growth story unfolding, the
telecom sector is likely to see tremendous growth in India's rural and semi-
urban areas in the years to come. By 2012, India is likely to have 200 million
rural telecom connections at a penetration rate of 25 per cent. And according
to a report jointly released by Confederation of Indian Industry (CII) and Ernst
& Young, by 2012, rural users will account for over 60 per cent of the total
telecom subscriber base.

According to Business Monitor International, India is currently adding 8-10

million mobile subscribers every month. It is estimated that by mid 2012,
around half the country's population will own a mobile phone. This would

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translate into 612 million mobile subscribers, accounting for a tele-density of
around 51 per cent by 2012.

Company wise market share (GSM)

The GroupWise market share as of February 2009 can be shown as:

CellStrat Annual India Mobile Media Survey Report. Corporate Market share of other
carriers is also clear in the below chart at feb 2015.

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8
 GROWTH IN MOBILE TELEPHONY
Further, according to a report by Gartner Inc., India is likely to remain the world's second
largest wireless market after China in terms of mobile connections. According to recent data
released by the COAI, Indian telecom operators added a total of 10.66 million wireless
subscribers in December 2009. Further, the total wireless subscriber base stood at 346.89
million at the end of December 2009.

The overall cellular services revenue in India is projected to grow at a CAGR of 18 per cent
from 2008-2012 to exceed US$ 37 billion. Cellular market penetration will rise to 60.7 per
cent from 19.8 per cent in 2009.

The Indian telecommunications industry is on a growth trajectory with the GSM operators
adding a record 9.3 million new subscribers in February 2009, taking the total user base to
277.12 million, according to the data released by COAI.in 2013 its will gone to 120% growth

Value-Added Services Market

A report by market research firm IMRB stated that the mobile value-added services (MVAS)
industry was valued at US$ 1.15 billion in June 2008, and is expected to grow rapidly at 70
per cent to touch US$ 1.96 billion by June 2009.

Currently, MVAS in India accounts for 10 per cent of the operator's revenue, which is
expected to reach 18 per cent by 2010. According to a study by Stanford University and
consulting firm BDA, the Indian MVAS is poised to touch US$ 2.74 billion by 2010.

Mobile advertising, which is an important VAS segment, offers great potential to become an
important revenue source. Marketers are increasingly using MVAS as a step ahead of SMS-
based marketing to sell soaps and shampoos, banking, insurance products and also
entertainment services, and rural markets are proving to be very receptive for such marketing.

Further, Venture Capitalists like Canaan Partners, Draper Fisher Juvertson, Helion, and Nexus
India are also innovating with services like mobile payment options, advertising, voice-based
SMS and satellite video streaming.

According to Venture Intelligence, there were nine deals worth US$ 41 million in 2007 in the
mobile VAS space, and till August 2008, seven deals worth US$ 91 million had already been
finalised. Presently, mobile VAS has a US$ 700 million market with a 20 per cent y-o-y
growth, which is likely to touch US$ 3 billion by 2012.

Major Investments

The booming domestic telecom market has been attracting huge amounts of investment
which is likely to accelerate with the entry of new players and launch of new services.

Buoyed by the rapid surge in the subscriber base, huge investments are being made into this
industry.

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 Norway-based telecom operator Telenor has bought a 60 per cent stake in Unitech
Wireless for US$ 1.23 billion.

 Japanese telecom major NTT DoCoMo has acquired a 27.31 per cent equity capital of
Tata Teleservices for about US$ 2.6 billion and a 20.25 per cent stake in Tata
Teleservices (Maharashtra) Ltd for about US$ 190.23 million.

 Singapore Telecommunications (SingTel), which has a 31 per cent stake in Bharti

AirTel, has received the government’s approval to offer long distance services in
India, according to a communication ministry official.

 Mauritius-based P5 Asia Holding Investments (Mauritius) Ltd will be investing

around US$ 545.13 million to hold a 20 per cent stake in Aditya Birla Telecom Ltd
(ABTL). The funds will be utilised for network rollout and operations of ABTL in the
Bihar circle.

 Bharat Sanchar Nigam Ltd (BSNL) is planning an investment of around US$ 201.5
million in the Tamil Nadu Circle for an additional 23 lakh mobile connections under
both 2G and 3G technologies by 2009.

 The latest to join the world's second largest telecom market is Bahrain's Batelco
which has signed a deal to buy 49 per cent in Chennai-based S-Tel, a GSM service
provider, for $225 million.

 Etisalat, a Gulf-based telecommunications company has picked up a 45 per cent stake

in Swan Telecom.

 Kavveri Telecom Products Limited is planning to set up a new subsidiary - Kavveri

Telecom Infrastructure Limited (KTIL) - with an investment of US$ 20.11 million
over the next two years, to offer in-building telecom infrastructure to telecom service
providers.

 Juniper Networks, which is the second-largest maker of networking equipment, plans

to invest US$ 400 million in India, over the next five years, with a focus on its
research and development (R&D) activity.

 BSNL, India's leading telecom company in revenue terms, will put in about US$ 1.16
billion in its WiMax project.

 Bharti Airtel will be spending US$ 2.5 billion in a major expansion bid.

 Reliance Communication has committed US$ 5.69 billion as capital investment for
the fiscal year ending March 2009.

 Idea Cellular will spend about US$ 2.36 billion in the fiscal ending March 2009.

 .

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  Vodafone Essar will invest US$ 6 billion over the next three years in a bid to increase
its mobile subscriber base from 40 million at present to over 100 million.

 Telecom service provider, Tata Teleservices Limited, has announced that the company
will be investing additional US$ 6.74 million in Gujarat to set up 100 cell sites by
August 2009. The company had earlier made an announcement of investing US$ 24.1
million in the state till March 2009.

 Telecom operator Aircel, which launched GSM mobile services in Bangalore on

February 23, 2009, plans to invest US$ 220.58 million over the next year to set up
base stations across the state.

Rural Telephony

Rural India had 76.65 million fixed and Wireless in Local Loop (WLL) connections and
551,064 Village Public Telephones (VPT) as on September 2009. Therefore, 92 per cent of
the villages in India have been covered by the VPTs. The target of 80 million rural
connections by 2010 is likely to be met during 2009 itself. Universal Service Obligation
(USO) subsidy support scheme is also being used for sharing wireless infrastructure in rural
areas with around 18,000 towers by 2010.

The Road Ahead

The Indian rural market is going to be the next big thing for wireless telecom providers. With
the tele-density in rural areas being still about 10 per cent against the national average of
about 21 per cent, there seems to be huge untapped potential for mobile phone penetration in
rural India. The government also plans an investment of US$ 2 billion, during 2009 to 2010,
for the development of around 100,000 community service centres in rural India to provide
broadband connectivity.

Additionally, by 2010, the government targets:

 80 million rural connections

 Mobile coverage of 90 per cent geographical area

 Internet Protocol Television (IPTV) in 600 towns

 Quadrupling manufacture

 Two-fold increase in telecom equipment R&D from the current level of 15 per cent.

According to the CII Ernst & Young report titled 'India 2012: Telecom growth continues',
revenue from India's telecom services industry is projected to reach US$ 54 billion in 2012,
as against US$ 31 billion in 2009. According to Mr Prashant Singhal, Telecom Industry
Leader, Ernst & Young India, and “Going forward, rural telephony, 3G, WiMax and data
services will drive sector growth in 2012. The industry will witness sustained growth in
mobile services and data revenues. Network expansion will continue in order to support the
rural growth."

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In addition to this, some interesting new developments worth tracking include:

 The emergence of digital media advertising (internet, mobile and digital signage) as
the medium of choice for advertisers. Of the available media, it was the fastest
growing segment in 2009. According to a FICCI-PwC report, it is expected to touch
US$ 211.97 million in 2011 from the current US$ 57.1 million.

 The robust sales of ‘smartphones’ which do not seem to have been adversely affected
by the economic slowdown. Smartphones, which have computer-like features, are a
favourite with not only professionals, as they enhance productivity, but also with the
youth that are attracted by their multimedia applications. Smartphones market, sized
at 5 million in 2009, is expected to witness a compound annual growth rate (CAGR)
of 23 per cent by 2011, as per technology research firm Ascendia.

 Global mobile phone vendors are going green in India. Vihaan Network Ltd, a group
company of Shyam Group has launched the world’s first zero opex GSM systems
powered by solar energy rather than conventional sources. In a recently launched
initiative, Nokia collected three tonnes of junk handsets, batteries, chargers and
accessories from four cities during a 45-day campaign. The collected junk will be
taken to Singapore for recycling. Hundred per cent of the materials in the phones can
be recovered and used to make new products.

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COMPANY PROFILE
Soon Airtel will be the most admired brand in India:
• Loved by more customers
• Targeted by top talent
• Benchmarked by more business
Milestones Date of Incorporation July 07, 1995
First private operator to offer fixed line telephony June 04, 1998 Became a public limited
company in India February 18, 2002 First telecom company to have an all India mobile
footprint
(Presence in all 23 telecom circles in India) March 30, 2005.
Sunil Bharti Mittal Chairman and Managing Director
Manoj Kohli Joint Managing Director Akhil Gupta Non Executive Director Chua Sock
Koong Non Executive Director Paul O’Sullivan Non Executive Director Quah Kung Yang
Non Executive Director Rajan Bharti Mittal Non Executive Director Rakesh Bharti Mittal
Non Executive Director Kurt Hellstrom Independent Non Executive Director Ajay Lal
Independent Non Executive Director Arun Bharat Ram Independent Non Executive Director
Bashir Abdulla Currimjee Independent Non Executive Director Mauro Sentinelli Independent
Non Executive Director N.Kumar Independent Non Executive Director Nikesh Arora
Independent Non Executive Director Pulak Chandan Prasad Independent Non Executive
Director

Bharti Airtel, formerly known as Bharti Tele-Ventures LTD (BTVL) is India's largest cellular
service provider with more than 100 million subscribers as of June 2009 It also offers fixed
line services and broadband services. It offers its TELECOM services under the Airtel brand
and is headed by Sunil Bharti Mittal. The company also provides telephone services and
Internet access over DSL in 14 circles. It also acts as a carrier for national and international
long distance communication services. The company has a submarine cable landing station at
Chennai, which connects the submarine cable connecting Chennai and Singapore.
The businesses at Bharti Airtel have been structured into three individual strategic business
units (SBU’s) - Mobile Services, Airtel Telemedia Services & Enterprise Services. The
mobile business provides mobile & fixed wireless services using GSM technology across 23
telecom circles while the Airtel Telemedia Services business offers broadband & telephone
services in 95 cities and has recently launched a Direct-to-Home (DTH) service, Airtel digital
TV. The company provides end-to-end data and enterprise services to the corporate customers
through its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile
circles, VSATs, ISP and international bandwidth access through the gateways and landing
station.
Globally, Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base,
behind China Mobile and China Unicom. In India, the company has a 24.6% share of the
wireless services market, followed by 17.7% for Reliance Communications and 17.4% for
Vodafone Essar.

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Airtel

Airtel is a brand of telecommunication services in India and Sri Lanka owned and operated
by Bharti Airtel. It is the largest cellular service provider in India in terms of number of
subscribers. Services are offered under the brand name Airtel: Mobile Services (using GSM
Technology), Broadband & Telephone Services (Fixed line, Internet Connectivity(DSL) and
Leased Line), Long Distance Services and Enterprise Services (Telecommunications
Consulting for

Services in Sri Lanka in association with Singtel. SingTel, is a major player in the 3G space
in Asia. It operates third generation networks in several markets across Asia. It had been
largely criticized in recent times on its inability to start operation even two years after its
certification and proposed date of launch.

Airtel's operation in Sri Lanka, known as Airtel Lanka, commenced operations on the 12th of
January 2009. corporate). It has presence in all 23 circles of the country and covers 71% of
the current population (as of FY07).

Airtel Sri Lanka

In December 2008, Bharti Airtel rolled out third generation

In 2009, Airtel also provide broadband at 16mbps high speed. NOW IT IS THE NO 1
BROADBAND SERVICE PROVIDER IN INDIA

Touchtel

Until September 18, 2004, Bharti provided fixed-line telephony and broadband services
under the Touchtel brand. Bharti now provides all telecom services including fixed-line
services under a common brand "Airtel"

BlackBerry

On 19 October 2004 Airtel announced the launch of a BlackBerry Wireless Solution in India.
The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research In
Motion (RIM).

Airtel Digital Tv

On 9 October 2008, Airtel joined the DTH bandwagon in India with Airtel Digital TV, a
Direct-to-Home Television service.

iPhone 3G

As of 22 August 2008, the Apple iPhone 3G is available in India on Airtel and Vodafone.

Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group,
has a diverse business portfolio and has created global brands in the telecommunication
sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU
with Wal-Mart for the cash & carry business. It has successfully launched an international

14
venture with EL Rothschild Group to export fresh agri products exclusively to markets in
Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint
venture with AXA, world leader in financial protection and wealth management.

Airtel comes from Bharti Airtel Limited, India’s largest integrated and the first private
telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its
inception has been at the forefront of technology and has steered the course of the telecom
sector in the country with its world class products and services. The businesses at Bharti
Airtel have been structured into three individual strategic business units (SBU’s) - Mobile
Services, Airtel Telemedia Services & Enterprise Services. The mobile business provides
mobile & fixed wireless services using GSM technology across 23 telecom circles while the
Airtel Telemedia Services business offers broadband & telephone services in 95 cities and has
recently launched India's best Direct-to-Home (DTH) service, Airtel digital TV. The
Enterprise services provide end-to-end telecom solutions to corporate customers and national
& international long distance services to carriers. All these services are provided under the
Airtel brand.

Network Equipment

Mobile Services Nokia, Ericsson, Huawei Telemedia Services Siemens, Nortel, Wipro, Cisco
Information Technology IBM
Call Centre Operations IBM Daksh, Hinduja TMT, Teleperformance
Mphasis, Firstsource & Nortel Equity Partner {Strategic} Singtel.

AirTel Customer Base

AirTel is the only private telecom service to have its footprint in all 23 telecom circles in
India.Till February 2009 the total customer base stood at 91 million customers.The company
has set itself an ambitious target of breaking the 100 million mark by July 2009.

AirTel customer
Bihar; 7152245; base
7.85%
Orissa; 2811453; 3.09%
J & K; 1590935; 1.75%
Assam; 1448389; 1.59% NE; 890054; 0.98% Delhi; 4671177; 5.13%
WB; 3501560; 3.84% Karnatka; 9820812; 10.78%
UP (E); 5722386; Mumbai;
6.28% 2791963; 3.06%
T.N.; 6003040; 6.59%
Kolkata; 2456896; 2.70%
Rajasthan; 6704274;
Maharashtra;
7.36% 5690609; 6.25%
H.P.;Punjab
951121; Chennai; 2133677; 2.34%
1.04%
; 3754405; 4.12% Gujarat; 3981660; 4.37%
Kerala; 2169633; 2.38% A.P.; 8892353; 9.76%
M.P.; 4470561; 4.91%
Haryana; 1248906; 1.37%
UP (W); 2256862; 2.48% The break-up of customer
base can be seen in the graph below:

15
16
Business Division
Bharti Airtel offers GSM mobile services in all the 23- telecom circles of India and is
the largest mobile service provider in the country, based on the number of customers

The Airtel subscriber base according to TRAI - Telecom Regulatory Authority of

India as of February 2009 was:

 Delhi

 Mumbai

 Kolkata

 Maharashtra

 Gujarat

 Andhra Pradesh

 Karnataka

 Tamil Nadu

 Kerala

 Punjab

 Haryana

 Uttar Pradesh (West)

 Uttar Pradesh (East)

 Rajasthan

 Madhya Pradesh

 West Bengal & Andaman and Nicobar

 Himachal Pradesh

 Bihar

 Orissa

 Assam

 North Eastern States

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 Jammu & Kashmir

The total is 91,114,971 or 24.2% of the total 375,742,592 GSM + CDMA

mobile connections in ndia till February 2009; and presently the Number 1
operator in India.

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 The group offers high speed broadband
internet with a best in class network.
With Landline services in 94 cities we
help you stay in touch with your
friends & family and the world.
Get world class entertainment with India’s best direct to home (DTH) service
digital TV in more than 150 cities.
Airtel Broadband Services, India's most preferred high-speed Internet service,
redefines your Internet experience. It is fast, fun, convenient and cost effective.
The Company compliments its mobile and broadband & telephone services with
national and international long distance services. It has over 35,016 route
kilometers of optic fibre on its national long distance network. For international
connectivity to east, it has a submarine cable landing station at. For international
connectivity to the west, the Company is a member of the South East Asia-Middle
East-Western Europe – 4 (SEA-ME-WE-4) consortium along with 15 other global
telecom operators.
Airtel is proud to be the trusted communications partner to India’s leading
organisations, working for them to meet the challenges of growth. Across India.
Beyond India. We offer a full suite of business communication services across data,
voice and managed services.
Our solutions are tailored to fit your
particular needs. We are a part of the
Bharti Group. We have always been
challenging the limits of innovation
and striving to find new and better ways
of doing things.
Our people are committed to helping you succeed. We will stick with you through
thick and thin.
The Company compliments its mobile and broadband & telephone services with
national and international long distance services. It has over 35,016 route
kilometers of optic fibre on its national long distance network. For international
connectivity to east, it has a submarine cable landing station at. For international
connectivity to the west, the Company is a member of the South East Asia-Middle
East-We stern Europe – 4 (SEA-ME-WE-4) consortium along with 15 other global
telecom operators.

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This business unit delivers end to end telecom solutions to India’s large corporates.
It serves as the single point of contact for all telecommunication needs for corporate
customers in India by providing full suite of communication services across data,
voice and managed services.
It specializes in providing customized solutions to address unique requirements of
different industry verticals; BFSI, IT, ITeS, Manufacturing and distribution, media,
education, telecom, Government and PSUs and retail among others.
Backed by the alliances with leading technology companies worldwide and state of
the art infrastructure, it offers complete range of telecom solutions. These solutions
enable corporates to network their offices within India and across the globe, provide
them infrastructure to run business critical applications and provide them means to
connect with their customers, vendors and employees.

These services include; Internet, MPLS – VPN, domestic and international private
leased circuits, Satellite services (VSAT), Audio & Video conferencing, Data centre
services, Managed network services, corporate value added services, EPBX,
Centrex, Contact centre solutions.

Carrier business unit provides long distance wholesale voice and data services to
carrier customers as well as to other business units of Airtel. It also offers virtual
calling card services in the overseas markets.
The business unit owns a state of the art national and international long distance
network infrastructure enabling it to provide connectivity services both within India
and connecting India to the world.
The national long distance infrastructure comprises of 83,389 Rkms of optical fibre,
over 1,500 MPLS and SDH POPs and over 1,000 POIs with the local exchanges,
providing a pan India reach.
The international infrastructure includes ownership of the i2i submarine cable
system connecting Chennai to Singapore, consortium ownership of the SMW4
submarine cable system and investment in capacities across a number of diverse
submarine cable systems across transatlantic and transpacific routes. In recent past
it has announced investments in new cable systems such as Asia America Gateway
(AAG), India Middle East and Western Europe (IMEWE), Unity North, & EIG
(Europe India Gateway).

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Factsheet

Name Bharti Airtel Limited.

Provides GSM mobile services in all the
Business Description 22 telecom circles in India, and was the
first private operator to have an all India
presence. Provides telemedia services
(fixed line and broadband services
through DSL) in 95 cities in India.
Established July 07, 1995, as a Public Limited
Company
Rs. 369,615 million (year ended March
Proportionate Revenue 31, 2009-Audited) Rs. 270,250 million
(year ended March 31, 2008-Audited)
As per US GAAP Accounts
Rs. 151,678 million (year ended March
31, 2009 - Audited)
Proportionate EBITDA Rs. 113,715 million (year ended March
31, 2008 - Audited)
As per US GAAP Accounts
Shares in Issue 1,898,239,796 as at March 31, 2009
Listings The Stock Exchange, Mumbai (BSE)
The National Stock Exchange of India
Limited (NSE)
93,923,248 GSM mobile and 2,726,239
Customer Base Telemedia Customers (status as on March
31, 2009)
Provides GSM mobile services in all the
Operational Network 23 telecom circles in India, and was the
first private operator to have an all India
presence.
Provides telemedia services (fixed line) in
95 cities in India.

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 Bharti Airtel Limited

(A Bharti Enterprise)
Registered Office
Aravali Crescent,
1, Nelson Mandela Road,
Vasant Kunj, Phase II,
New Delhi – 110 070, India

Tel.No.: +91 11 4266 6400

Fax No.: +91 11 4166 6137

The company also witnessed the highest ever addition of 8.55 Million users in June quarter.
Bharti Airtel just recently crossed the 100 million subscriber base. The EBITDA margins for
this quarter was at 41.8 per cent.

22
Learnings @ AirTel noida
Marketing Department
The marketing department in AirTel Gurgaon is divided into a number of sub-divisions that
look after the various aspects of marketing the services offered by AirTel in the NCR
circle.The main departments are:

Marketing

Prepaid Revenue Planning Marketing

Usage & Retention VAS Services
Acquisitions (Pushpinder Communication
(Gunnidhi Sarin) (Roshni Gupta)
(Gaurav Nigam) Chawla) (Ishminder Singh)

The telecom industry is different from other industries in that the product in its basic sense is
un-differentiated (since it’s a service which allows the customer to stay in contact – which all
competitors also offer).Here the onus is on the marketing department to create a new image
for the offering so as to make it stand apart from the competitors’ offerings.
The marketing department uses various tools like introducing new plans,promotional plans
and gift/lottery prizes to lure new customers(acquisitions) and to maintain its customer
base(usage & retention).
The VAS department looks after Value Added Services and makes sure that customers use the
services on a regular basis.
Together these departments also engage in up-selling to a certain section of the customer base
since that might have potential to grow further.
In the telecom industry, performance in the market is quantified not just by the number of
customer (Customer Base) but also by ARPU (Average Revenue per User) (pronounced as
‘aar-puu’.

How does a SIM travel from the company to the end-customer?

AirTel does not manufacture SIM cards but imports them from thrid party vendors.These
SIM cards are then delivered to AirTel’s warehouse where-in the Service Management
Group(SMG) ‘pairs’ the SIM with a number.Next the SMG configures the SIM with
different pre-loaded plans(pre-paid or post-paid)and these are then stored in the warehouse.
When the sales department places an order for a given number of SIM cards, the finance
department reviews the order and if the order is Okayed, then SIM cards are sent from the
warehouse to the distributors.In every circle there are a few big distributors who have their
own sales representatives, these representatives then go to various retailers (AirTel stores,
Multi-brand mobile phone stores, general stores etc.) and sell the SIM cards to those retailers.

23
Finally from those retailers the customers can buy the SIM cards and/or service plans.

Field Sales
SIM card Sent to
Executives
manufacturer Distributor(s)
(FSE)

AirTel
Order Review Retailers
Warehouse

SMG
SMG (pairing
(configuring Customer(s)
SIMs)
SIMs)

24
Roaming Systems and Billing
Roaming is a general term that refers to the extending of connectivity service in a location
that is different from the home location where the service was registered. Traditional GSM
Roaming is defined (cf. GSM Association Permanent Reference Document AA.39) as the
ability for a cellular customer to automatically make and receive voice calls, send and receive
data, or access other services, including home data services, when travelling outside the
geographical coverage area of the home network, by means of using a visited network. This
can be done by using a communication terminal or else just by using the subscriber identity in
the visited network. Roaming is technically supported by mobility management,
authentication, authorization and billing procedures.

The details of the roaming process differ among types of cellular networks, but in general, the
process resembles the following:

1. When the mobile device is turned on or is transferred via a handover to the network,
this new "visited" network sees the device, notices that it is not registered with its own
system, and attempts to identify its home network. If there is no roaming agreement
between the two networks, maintenance of service is impossible, and service is denied
by the visited network.

2. The visited network contacts the home network and requests service information
(including whether or not the mobile should be allowed to roam) about the roaming
device using the IMSI number.

3. If successful, the visited network begins to maintain a temporary subscriber record for
the device. Likewise, the home network updates its information to indicate that the
mobile is on the host network so that any information sent to that device can be
correctly routed.

In order that a subscriber is able to "latch" on to a visited network, a roaming agreement

needs to be in place between the visited network and the home network. This agreement is
established after a series of testing processes called IREG (International Roaming Expert
Group) and TADIG (Transferred Account Data Interchange Group). While the IREG testing
is to test the proper functioning of the established communication links, the TADIG testing is
to check the billability of the calls.

The usage by a subscriber in a visited network is captured in a file called the TAP
(Transferred Account Procedure) for GSM / CIBER (Cellular Intercarrier Billing Exchange
Roamer) for CDMA, AMPS etc. The file is then transferred to the home network.

25
 SWOT ANALYSIS OF AIRTEL
Strengths

1) Bharti Airtel has more than 100 million customers (June 2014).
2)Other stakeholders in Bharti Airtel include Sony-Ericsson, Nokia - and Sing Tel, with
whom they hold a strategic alliance.
3) The company has covered the entire Indian nation with its network.

Weaknesses
1)Until recently Airtel did not own its own towers, which was a particular strength of some of
its competitors such as Hutchison Essar. Towers are important if your company wishes to
provide wide coverage nationally.

2) The fact that the Airtel has not pulled off a deal with South Africa's MTN could signal the
lack of any real emerging market investment opportunity for the business once the Indian
market has become mature.

Opportunities
1)The company possesses a customized version of the Google search engine which will
enhance broadband services to customers. The tie-up with Google can only enhance the Airtel
brand, and also provides advertising opportunities in Indian for Google.

2) Global telecommunications and new technology brands see Airtel as a key strategic player
in the Indian market. The new iPhone will be launched in India via an Airtel distributorship.
Another strategic partnership is held with BlackBerry Wireless Solutions.
3) The company is investing in its operation in 120,000 to 160,000 small villages every year.
It sees that less well-off consumers may only be able to afford a few tens of Rupees per call,
and also so that the business benefits are scalable - using its 'Matchbox' strategy.

26
Threats
1)Airtel and Vodafone seem to be having an on/off relationship. Vodafone which owned a
5.6% stake in the Airtel business sold it back to Airtel, and instead invested in its rival
Hutchison Essar. Knowledge and technology previously available to Airtel now moves into
the hands of one of its competitors.

2) Bharti Airtel could also be the target for the takeover vision of other global
telecommunications players that wish to move into the Indian market.
3) The quickly changing pace of the global telecommunications industry could tempt Airtel to
go along the acquisition trail which may make it vulnerable if the world goes into recession.

27
 STP ANALYSIS
MARKET SEGMENTATION
. Markets consist of buyers. These buyers may differ in their wants, resourceslocations,
buying attitudes, and buying practices. Through market segmentationcompanies divide large,
heterogeneous markets into smaller segments that can bereached more effectively with
products and services that match their unique needsSegmenting Consumer Markets
b. There is no single way to segment a market. Marketers must try different segmentation
variables, alone and in combination, to find the best way to view the market structure
1 Geographic segmentation divides the market into different geographical units, such as
nations, regions, states, counties, cities, or even neighborhoods. A company may operate in
one or a few geographic areas, or it may operate in all areas but pay attention to geographical
differences in wants and needs
2 Demographic segmentation divides the market into groups based on variables such as age,
gender, family size, family life cycle, income, occupation, education, religion, race,
generation, and nationality. Consumer wants, needs, and usage rates often vary with
demographic variables. Demographic variables are also easier to measure than other
variables.
3 Psychographic segmentation divides buyers into different groups based on social class,
lifestyle, or personality characteristics. People in the same demographic group can have very
different psychographic makeups, and marketers often segment by common lifestyles
4 . Behavioral segmentation divides buyers based on their knowledge, attitudes uses, or
responses to a product Occasion segmentation groups buyers according to occasions when
they get theidea to buy, actually make the purchase, or use the purchased item.

ii. Benefit segmentation requires finding the major benefits people look for in the product
class, the kinds of people who look for each benefit, and the major brands that deliver each
benefit.

iii. User status groups buyers according to whether they are nonusers, ex-users, potential
users, first-time users, or regular users of the product.

iv. Markets can also be segmented according to usage rate—light, medium and heavy product
users.
v. Loyalty status looks at the level of loyalty to brands, stores, and companies

airtel has always been known for its “unconventionalism” in dealing with various activities of
the management, from advertisement and promotion to identifying potential customers to the
actual selling of the product. It was also instrumental in increasing the mobile phone
penetration in India to grow from 0.25 percent in early 2001 to about 7.53 percent till date.

airtel Communication stimulated telecommunication growth in India by challenging many of

the conventional practices in product design, distribution, sales, advertising and pricing. airtel
Communication fashioned a strategy which was conceptually simple but sweeping in its

28
impact. While the competitors focused on the top segment of the market, by charging a
premium, Reliance Communication sought to reduce the cost to the consumer, thus focusing
on a market driven by volume. While others saw weaknesses of India as a market –

widespread poverty and low levels of telecommunication penetration – and airtel as an old
economy firm focusing on oil production and business-to-business clients – Reliance
Communication realized that these actually were strengths which it could tap into.airtel
Communication’s managers saw that telecommunications would be much valued by the
poorer sections of society if it could be used to create opportunities and offered at affordable
prices. The company tapped into its strong political and financial clout to build up a strong
organization that could push it through the legal and regulatory system

TARGETING

Target Marketing involves breaking a market into segments and then concentrating your
marketing efforts on one or a few key segments. Target marketing can be the key to a small
business’s success. The beauty of target marketing is that it makes the promotion, pricing and
distribution of your products and/or services easier and more cost-effective. Target marketing
provides a focus to all of your marketing activities.

Positioning for Competitive Advantage

A product’s position is the way the product is defined by the consumers on important
attributes; it is the place the product occupies in consumers’ minds relative to competing
products. It involves implanting the brand’s unique benefits and differentiation in customers’
minds.

b. To simplify the buying process, consumers organize products, services, and companies into
categories and “position” them in their minds. A product’s position is a complex set of
perceptions, impressions, and feelings that consumers have for the product compared with
competing products.

c. Consumers will position products with or without the help of marketers. So marketers must
plan positions that will give their products the greatest advantage in selected target markets,
and then must design marketing mixes to create these planned positions.

29
30
 RESEARCH METHODOLGY
Research methodology is based on the Research Designs.

 Research Design is the arrangement of conditions for the collection and analysis of
data in a manner that aims to combine relevance to the research purpose with
economy in procedure. The research design is conceptual; it is the blueprint for the
collection, measurement and analysis of data.

Research Design of the project.

 The research work of the project was based on the Descriptive studies because of the
above situations. The project was based on users of a product of different ages, sexes,
educations, etc
 Shoppers who buy from a particular shop.
 Forecast future trends.
 Certain variables are associated, e.g. income and use of a product.
 Probability sampling design
 Pre-planned design for analysis.
 Structured or well thought-out instruments for collection of data.

About the Source of Data

To achieve the above objective, the following types of Research Data was done :
PRIMARY DATA:
The primary data was collected by approaching the individuals with a Questionnaire and was
filled after making them understand the use of the information. This was done to make sure
that the information provided is true and unbiased.
The Techniques which I used to collect these data are as follows:-
 Interview
 Questionnaire

31
SECONDARY DATA:-
Secondary data are those data which are printed and which already been collected by
someone else and which have already been passed through the statistical process.

Secondary data are collected through the discussion and company documents. The task of
data collection after a research problem has been defined and research deigns are made.The
search for knowledge through objective and systematic method of finding solution to a
problem is research.”
The secondary resources used in the study are:
 Books ,
 Journals
 Magazine Articles
 Internet Website

SAMPLE SIZE
Since the targeted population were individuals it was not possible to segregate the population
and take the specific sample from it, hence random sampling was done and then the collected
data was regrouped as per requirements. The data was collected from the random sample of
100 people.

Sampling Type:-
Type of sampling Convenient Sampling and Hypothesis testing
Target population People subscribing services of Airtel
Sample size 100
Area of Survey Ghaziabad & Noida

32
 OBJECTIVE OF THE STUDY
We can define market research as “the systematic design, collection, analysis and reporting
data and findings relevant to a specific marketing situation facing the company”
The main objective of the research is

 To check the customer satisfaction of different products and how they are working
into the market.

 To observe the consumer behavior for the prepaid products.

To know Customer knowledge about different product offered by Airtel

To find out customer satisfaction of Airtel company.

To find out customer satisfaction with the Airtel's customer orientation

To find out customer's preference for its various services on the basis of 5- point scale
satisfaction level.

To find out new business challenge faced by Airtel.

To find out new business strategy as adopted by Airtel.

To find out customer retention level.

To give suggestions and recommendations to the growth Airtel & how to increase the
satisfaction level of customers

33
 SCOPE OF THE PROJECTS

• Check the knowledge of the customers, retailer and dealers for the
services
• The measures to create more awareness amongst retailers for latest
products.
• To find out the main reasons for reduction in usage of Airtel , followed by
,retaining the existing customer, regaining the lost customers and how to
attract the new customers.
• To track the present market leader according to the voice of the retailers.

34
35
 DATA INTERPRETATION

The primary data was collected from the Airtel office by the supervisor. The data was
collected and then stocked together .All the data are collected by way of direct interview of
the customers and retailers.

Once the primary data have been collected, they are:

1. Edited – inspected, corrected and modified.
2. Tabulation – bring similar data together and totaling them in meaningful categories

The collected data is placed in order and sequence according to the field analysis preference
which will again discussed in details in later part of the report. The data was processed for
different zones and then they are compared with the competitors. Based on the comparison
graphs are drawn to reach at a meaningful comparison.

36
 DATA ANALYSIS & INTERPRETATION
(1) Do you have own mobile connection?
A. Yes
B. No.
10

Having Mobile

Not having
mobile

90

The data shows that the total sample size of 100 people taken for research
out of which 90% of persons keep mobile with them.
Sample size - 100

Having mobile Respondent

Yes 90
No 10

37
 (2) Which kind of phone you would like use?

Land line
Mobile
WLL

The data shows that the total sample size of 100 people taken for
research out of which 100% of persons like to use mobile phone and 90%
person like to use WLL and rest 4% person like to use land line.
Sample size - 100

CONNECTION Respondent
LANDLINE 6
MOBILE 90
WLL 4
(3) Which age group you belong to?
(a) 15-20
(b) 20-25
(c) 25-35
(d) 35- above
 15-20
20-25
25-35
35-
above

The analysis shows that 14% people from 15- 20 age group, 70% persons from 20-25 age
group, 15% persons from 30-45 age group, and 10% of people from 45-60above-5% age
group keep mobile with them.
Sample size - 100

Age Respondent
15-30 70
30-45 15
45-60 10
60-above 5

(4) What occupation do you have?

(a) Business
(b) Professional
(c) Government Employee
(d) Student
 25

20

15
Occupation
10

0
a b c d

The data shows that 100 persons are from, 70% persons are professionals, 20% persons are
Private and 8% persons are found retirement 2% person are government employee to
consume mobiles.
Sample size - 100

Occupation Respondent

Professional 70

Private 20

Retirement 8

Government 2
(5) Which connection would you prefer?
(a) MTNL
(b) Airtel
(c) Orange/ Hutch
(d) BPL
(e) Reliance

30
25
20
15 preferences
10
5
0

When the preferences for mobile phone connections were asked, results drawn that 40% of
persons prefer to take BSNL because they believe in BSNL’s better coverage & cheaper rates
after BSNL, 20% of people opt Reliance services because of its cheaper rate and flexible
schemes, then Airtel is only 65% attractive schemes and plans for business persons and
persons related to corporate world.

Sample size: 100

Phone Connections Respondent

Airtel 65

BPL 10

MTNL 20

OTHERS 5
(6) You would like to take prepaid connection or Post paid connection?
a. Prepaid

b. Post paid

post paid; 20%

pre paid; 80%

The research study shows that almost people from the selected segment give
priority to Post Paid connection, because of the flexibility and attractive plans
for this market segment.

Sample size: 100

Connection Respondent

Pre paid 70

Post paid 30

42
WHY DID THE CUSTOMER BUY NEW CONNECTION?

Any other (Reliance 2 Reliance Free etc); 41; 12.81%

Dissatisfied with previous operator; 15; 4.69%

better STD rates; 132; 41.25%

Attractive recharge; 38; 11.88%

better local rates; 94; 29.38%

43
Survey of many ways

Survey was done to know why customers have reduced their Airtel mobile usage in
last few months. The reason was that:
 Customers were on roaming.
 Lost their mobile phone.
 Mobile break down.
 Using his office phone.
 Not satisfied with the services.
 Switched to another network.
 Voice of the retailer is done to know the present market leader. According to the
retailers market position of the network providers are as follows:
1. Airtel
2. Vodafone
3. Reliance(CDMA,GSM)
4. Idea
5. Tata
6. Mtnl
7. Virgin Mobile.

44
45
 FINDINGS
Mamo is Airtel’s latest service introduced to solve the problem of unawareness of the
Airtel’s tariffs. It is a toll free number “12131” customer can call on this number to and know
about the latest schemes and pack available on their number. After introducing this service
there was the problem of awareness amongst customers and retailers, those who knows about
it enjoy this service and satisfied, those who don’t know about it faces the problem of lack of
knowledge of latest packs and tariffs. My project work is to create awareness amongst
customers and retailers by mode of personal interview. There is less number of retailers who
are aware as compare to the customers .The awareness efficacy was created for different
zones of Delhi and NCR region. There is more no. of prepared cards than post paid cards.
The mobile users want to spend money side by side than to spend money at the end of the
month on a big bill.
Now when I compared Airtel with its competitor from the point of view of the
consumer I found that on the basis of Tariff plan, value added services and billing accuracy
Airtel is at par or ahead of its competitor but in the case of customer care and availability they
lag behind there competitors. As, Airtel has a hold in the market because it has the maximum
no. of connections, so it must improve upon it customer services. As far as WLL is
concerned people are aware about it but not many people are aware about Tata. They only
know more about Reliance. People at this point of time are not interested to switch over from
GSM to WLL.

46
47
 CONCLUSION
1)The entire work was designed to know the efficacy of the “MAMO” i.e. 12131
service .The result was that airtel is wasting it’s a lot of money on the awareness
program of mamo but very few retailers know about it, same with customers also very
less number of customers know about it and use it regularly .Those who knows about
it and use it regularly after every recharge they are facing the problem of repetition of
the same offers which they have already recharge.Some are facing the problem like
their call could not connect to the server. Airtel need to focus on this service a lot all
the drawbacks should be removed soon so that their customer can enjoy this service
which is free of cost.
2)Reliance Gsm is giving threat to airtel very closely, as it already have a vast
distribution network and goodwill into the market from R-CDMA. Reliance GSM was
introduced on 2nd feb2009 and he has managed to gain 4% market share in very less
period of time. He is acquiring other operator’s market share .But its weakness i.e
“Network” will let the customers to switch to their pervious operator.
3)Customers were not aware by the STD product because they haven’t received any
advertisement message from airtel . Retailers were not aware by the product because
some of the retailers didn’t read the advertisement message and some retailers haven’t
received message. Those who received were not able to sell the pack as customers
have their own preferences.
4)Customers have reduced their Airtel mobile usage because they were on roaming;
either has lost their mobile phone or due to mobile breakdown .They hasn’t reduced
usage because of switching to another operator.
5) All retailers have their own opinion. From which network provider he is getting
more commission that would be the market leader according to him. Retailers are
facing some commission based problems from Airtel. They are not getting it on time;
they usually receive commission of every month after 3-4 months.This is not the
problem with other network providers like Vodafone, Tata, Reliance and Aircel.
Retailers are facing same problem with idea also this is the reason they don’t like to
sell idea’s connections.

48
49
 LIMITATIONS

No project is without limitations and it becomes essential to figure out the various constraints
that we underwent during the study. The following points in this direction would add to our
total deliberations:-
1. During the study, on many occasions the respondent groups gave us a cold shoulder.
2. The respondents from whom primary data was gathered any times displayed complete
ignorance about the complete branded range, which was being studied.
3. Lack of time is the basic limitation in the project.
4. Some retailers/whole sellers refuses to cooperate with the queries.
5. Some retailers/wholesellers gave biased or incomplete information regarding the study.
6. Money played a vital factor in the whole project duration.
7. Lack of proper information and experience due to short period of time.
8. Some retailers did not answer all the questions or do not have time to answer.

50
51
 SUGGESTIONS & RECOMMENDATIONS:

It was found from the result that Airtel is ahead of its competitors in almost all the fields.
1. Commission pay out on Vodafone and Aircel is greater than Airtel (still the number of
Pre paid connections sold is maximum for Airtel.) So the cut of retailers should be
taken care of. For Airtel it is 350 to 400 but for Vodafone and is greater than Airtel.
( but the distributors ignored this)
2. There are some good plans but the plan cannot do well because the retailers are
hiding some good plans from the customers deliberately because the cut is low for
these plans. There is no prize or gift for retailers from a long time , the last time Airtel
offered any sort of prize was 4 months ago ie. January and that was PVR movie
tickets.
3. Address verification process when failed the entire loss is of retailers.
4. The AV process is very stringent in which only two days are given for activation,
which is very less.
5. The sales team of one of the distributors said that some retailers are convincing
people that Aircel is a brand of Airtel only at rural areas.
6. More attractive numbers should be made available in order to attract a large pool of
customers
7. Increase the commission from distributors.
8. More advertising should be there because Aircel , Reliance is giving them really
tough competition .Vodafone’s advertisement of “ zoozoos ” is very popular amongst
customers.
9. For the 299 plan Airtel is offering 600 min free but for the same plan Vodafone is
offering 700 min free. This should be taken care of.
10. Bill of credit cards should be accepted as address proof as many telecom companies
like Vodafone is accepting the bills of credit card.
11. Retailers at some rural area said that people don’t use postpaid plans here because
the different verification required and prepaid suits more to their requirements as
they are temporary users .
12. There should be a facility to get the balance back when it is recharged to the wrong
number by mistake as Vodafone is providing this benefit to the retailers and woth this
all the retailers are very happy.
13. ISD calls to Asia countries should be cheap less than Re 9,as Reliance is providing it
@ 9.
14. There should be some pack for roaming so that incoming calls can be free.
15. There should be some online facility for new connection's activation so that customer
need not to face problem in activation .The retailer can easily activate the new
connection.
16. There should be multi scheme facility like vodafone. so that customer can enjoy more
than one schemes at a time.
17. There should be direct airtel to retailer claim facility. So that dealers could not delay
the claims. All the particular information should be provided to the retailer directly
through Airtel instead of keeping dealers between Airtel and Retailers.
18. There should be a small poster related to different offers which are available into the
market and the availability of these offers should be atleast one month so that retailer
can easily ask the customer to recharge and afterward customer may not face the

52
 problem of unavailability of these offers .This will increase the sale of the airtel’s
tariffs.
19. Airtel should provide some points on every recharge alike vodafone so that retailer
would like to promote their tariffs and after the completion of 1000 points or 500
points etc, retailer should get some gifts or commission.. There should be direct
commission facility to the retailer so that retailers need not to ask dealers after every
2 to 3 months, as dealers usually delays the commission.

53
54
 BIBLIOGRAPHY
1. www.airtel.in
2. www.rcom.co.in
3. www.vofafone.in
4. www.ideacelluer.com
5. www.aircel.com
6. www.tataindicom.in
7. www.virginmobile.com
8. www.mtnl.in
9. www.mbaparadise.com
10. www.google.com
11. www.wikipedia.com
12. “Marketing Management “ by Phillips Kotler
13. Kotler and Keller
14. K. Ashwathappa
15. “Research Methods” by Dr S.Shajahan.
16. Research Methodology by D.K.Bhattacharyya.
17. Marketing Research by Naresh.K.Malhotra

55
56
 ANNEXURES

Questionnaire 1
Q1: Are you aware with 12131 My Airtel My offer service?
Q2: From where you get the information about the 12131 services?
Q3: Do you have complete information on the product?
Q4: Did you listen to all the offers stated in the IVR
Q5: Which all parts did u listen?
Q6: Did you get the information according to your needs?
Q7: Did you get recharged according to the given offer?
Q8: How many times have you used this service?
Q9: Do you find this service useful, such that you will use this service every time you will
go for a recharge?
Q10: If no, then please specify the reasons?
Q11: Any suggestions you like to give?

Questionnaire 2
Q1) Why did you not buy any other company’s SIM card? - please capture remarks here.
Q2 I am calling from xxx for a study on mobile usage of people. Can I please take 5 minutes
of yours on the phone for a few questions.
Q3 Since when are you using this current connection ?
Q 4 Is this your first connection, or you have been using any other Mobile service]
Q 5 Is this your first connection, or you have been using any other Mobile service
Q6 Do you use both the connections now?
Q 7 Which is the most frequently used SIM in the last 7 days?
Q8 How many mobile handsets do you have
Q9 If Ans Q8="1", and Ans Q6="Yes",How do you use 2 SIMs with 1 handset
Q 10 Do you wish to Continue with your Reliance GSM Connection?
Q 11 If Ans Q10="Yes" - then ask Why do you wish to Continue ? else ask - Why do you
wish to discontinue? Capture Remarks
Q 12 Why did you buy Reliance GSM SIM card
Q13 If Ans Q12="Others",Please capture the remarks here

57
Q14 please capture remarks here
Q15) How much is your monthly spend on mobile usage bill value (in case of postpaid),
recharge value (in case of prepaid)
Q16 Customer's Gender (based on customer's voice , don't ask)
Q17) Customer's Age
Q18) Customer's occupation
Q19) If Ans Q18="Others",Please capture Occupation details here
Q20) Capture Customers Home State

Questionnaire 3 (For Retailers)

Q1.Have you received any call or message from the Airtel regarding UP & BIHAR STD
pack?
Q2. Do you have any idea about UP & BIHAR STD pack?
If no, then tell him about the product.
If yes, ask him
Q3.Why he is not selling the pack?
Q4.Which pack customer is demanding more?
Q5. Are you telling the customer about the available product?
If no, ask him to tell the customer about the product

58
Questionnaire 4

SET 2- Customers with >50% drop in JUNE JULY(SVV subs)

1. Currently How many mobile phone connections do you use?

a) 1
b) 2
c) >2
If more than 1, pls mention the service provider

a) Vodafone b) Reliance c) Idea d) Tata (e) MTNL/BSNL f) Others, pls

specify

2. Do you have another handset for the 2nd sim card or you change the Sims as per
requirement.

3 Your usage on Airtel mobile has dropped by almost half, what could be the
reason for the same?

1. Open ended – let customers explain

2. Aided

A. Pack was priced too high

B. Switches usage between Airtel & others – For what is airtel used & what
competition. For e.g., is airtel used for local & competition for STD??
C. Competition offer was much better? – Took up another connection.
D. Had usage requirement earlier but now has reduced – reasons for same?
E. Offer wasn’t what was expected – What were the expectations?
F. Faced some issue with airtel. What were these – recharging, call center, retailer,
service etc.?
G. Economic/Financial reasons – Dropped overall spends.
H. Travelling hence no usage – Takes up a local card if required.
I. Migrant – Went back home or work place hence no usage in other card.
J. Handset/ sim lost.

4 If moved to competition
A. Good offer running in competition – Did you check if the same is available on
Airtel?
B. Did retailer advised to take up competition?
C. Is it a temporary switch due to offer or permanent? If Airtel had the same
would they still shift?
D. Faced some issue with airtel? –Recharge credits, non availability, some issues
not being resolved

59
60
 QUESTIONNAIRE

Name:-________________ _ Age:-____yrs. Gender:-__________

Ques1:- What are you expectations from Airtel?

1. Bill received in ________days of due date.

2. Punctuality in service related to ______________

Ques2:-Are you satisfied with the Bandwidth of your DSL Connection?

1. Yes

2. No

Ques3:-Which one would you switch if you leave Airtel?

1. BSNL 2. Tata Teleservices

3. Reliance 4. Sify

Ques4:- Are you satisfied with your Business Plan?

1. Yes 2. No

Ques5:- What is your problem related to.

1. Plan 2. Bill(how much time)

3. Service 4. Payment

5. Commitment

Ques6:- For what purpose did you took this plan?

1. Digital Subscriber Line(DSL) 2. Voice

3. Both.

Ques 7- Which quality of Airtel would you appreciate?

Ques 9:- Are all the commitments given by field sales officer right?

1. Yes 2. No

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