AIRTEL CUSTOMER

SATISFACTION
 INTRODUCTION
Airtel was introduced in India in 1990.

It is a brand of telecommunication services and

largest cellular service provider in India

3rd largest wireless operator in the world

By 2010 Airtel-the most admired brand in India

 SYNOPSIS
In this project we are trying to find out the
customers level of satisfaction with the services
provided by airtel.
The steps that we are going to follow in the whole
process are as follows:-
Problem definition.
Research design.
Field work.
Data entry.
 SYNOPSIS Cont….
Analysis of data.
Report preparation.
Suggestions.
Conclusion.
We are concentrating on all the business lines
of airtel.
 objective
The over all objective of conducting
this survey is to find out how
customers feel about airtel and
providing suggestions to the airtel
dealers regarding how to improvise
things to make airtel more effective.
 CUSTOMER SATISFACTION

Customer satisfaction in terms of :-

Price

Connectivity

Offers

Cross products

Customer care
 Types of survey
Online survey .
Personal Interview.
Distributing questionnaire.
Field study.
Market survey.
 Airtel services
Excellent 13 25

20
Good 21
15
Poor 3
10

Very poor 3 5

0
Excellent Good Poor Very Poor

More than 85% of the users are satisfied with

the airtel services.
CATEGORY MALES FEMALES
EXCELLENT 6 7
GOOD 11 10
POOR 1 2
VERY POOR 2 1
 CUSTOMER SERVICES
Excellent 14
20
Good 19 18
16
14
Poor 5 12
10
8
Very poor 2 6
4
2
0
Excellent Good Poor Very Poor

Users are satisfied with the customer

services.
More than 80% of the users feel the
customer services are satisfactory.
 SIGNAL CONNECTIVITY
Excellent 16
16
Good 14 14
12
Poor 6
10
Very poor 4 8
6
4
2
0
Excellent Good Poor Very Poor

 Signal connectivity provided by airtel is

satisfactory to the customers.
 According to statistics more than 75% of the
users are happy with the connectivity of the
service.
OFFERS,VALUE ADDED SERVICES
Excellent 13 18
16

Good 17 14
12
Poor 10 10
8
Very poor 0 6
4
2
0
Excellent Good Poor Very Poor

More than 75% are satisfied with the offers and

value added services provided by airtel.
 HANDSETS PROVIDED BY
AIRTEL
Excellent 13
16

Good 16 14

12

Poor 8 10

8
Very poor 3 6

0
Excellent Good Poor Very Poor
TARIFF PLANS AND VOUCHERS
25
Excellent 13
20
Good 21
15

Poor 5
10

Very poor 1 5

0
Excellent Good Poor Very Poor

 Tariff plans and vouchers available with airtel

cover all the various segments of the society.
 More than 85% of the users are satisfied with
the plans and vouchers.
AVAILABILITY OF SIMS and RECHARGE COUPONS
16
Excellent 15
14

Good 12 12

10
Poor 10 8

6
Very poor 3
4

0
Excellent Good Poor Very Poor

68% of the customers are satisfied with the

availability of Sims and Recharge coupons.
 ROAMING SERVICES
Excellent 11 16

Good 16 14

12
Poor 7
10
Very poor 6
8

0
Excellent Good Poor Very Poor

68% of the people are satisfied with the roaming

services provided by airtel.
 GPRS AND INTERNET
20
Excellent 13 18
16
Good 21 14
12
Poor 3 10
8

Very poor 3 6
4
2
0
Excellent Good Poor Very Poor

85% of the customers are satisfied with the

GPRS and INTERNET facility provided by airtel.
 AIRTEL COMPARE TO OTHERS
18
Excellent 18 16
14
Good 15 12
10
Poor 6 8
6
Very poor 1 4
2
0
Excellent Good Poor Very Poor

83% are satisfied with the Airtel compare to the

others.
 AIRTEL BROADBAND SERVICES
18
Excellent 17 16
14
Good 18 12
10
Poor 4 8
6
Very poor 1 4
2
0
Excellent Good Poor Very Poor

88% are satisfying with the broadband services

provided by airtel.
CATEGORY STUDENTS OTHER USERS
EXCELLENT 11 7
GOOD 12 6
POOR 2 1
VERY POOR 1 0
 AIRTEL DISH TV
25
Excellent 8
20

Good 22
15

Poor 8 10

Very poor 2 5

0
Excellent Good Poor Very Poor

75% are satisfied with AIRTEL DISH TV service.

CUSTOMER SATISFACTION AT SHOWROOMS
20
18

Excellent 15 16
14

Good 19 12
10
8
Poor 5
6
4
Very poor 1 2
0
Excellent Good Poor Very Poor

85% of customers are satisfied at showrooms.

 SUGGESTING FOR FRIENDS AND FAMILY

16
Excellent 13 14

12
Good 21
10

8
Poor 3
6

Very poor 3 4

0
Once Twice Thrice Or more

85% are suggesting the Airtel family and friends.

 FULL VALUE OF MONEY
YES 25 25

20

NO 15 15

10

0
YES NO

CATEGORY MALE FEMALE

YES 13 12
NO 07 08
Pie diagram showing number of users

Chart Title
No. of FEMALES using Postpaid services
15%

No. of MALES using Prepaid services

35%

No. of FEMALES using Prepaid services

35%

No. of MALES using Postpaid services

15%

CATAGORY MALES FEMALES

POSTPAID CARD 6 6
PREPAID CARD 14 14
 PIE DIAGRAM SHOWING Some fact about the survey

NUMBER OF PREPAID AND POSTPAID

NUMBER OF MALES AND FEMALES CARD USERS

Chart Title
Chart Title
Total No. of Females
Total No. of Prepaid Card Users
Total No. of Males
Total No. of Postpaid Card Users

30%
50% 50%

70%
 REPORT
 The method we have used is online survey
 Survey is conducted for 40 customers (total sample size)
 20 males and 20 females
 28 prepaid and 12 postpaid
Customers Satisfaction :-
Airtel Services -80%
Customer Services-80%
Signal connectivity-75%
Offers and Value added Services-75%
Handsets provided by airtel-72%
Tarif plans and vochures-85%
Availability of sims and recharge coupons-68%
 REPORT Cont…
Roaming services-68%
GPRS and Internet-85%
Airtel compared to others-83%
Airtel broadband services-88%
Airtel dish TV-75%
Customer satisfaction at showrooms-85%
Suggesting for friends and family -85%
Full value of money-62%
 SUGGESTion
Based on the analysis almost 74% people are
happy with the services.
Need to concentrate more on the tariff plans to
attract students and corporate customers.
According to the survey people still find difficulty
in obtaining recharge coupons.
Apart from the mobile services need to
concentrate on other areas of business also.
Extend their services in all parts .
 CONCLUSION
The aim of the survey- Estimate the extent of satisfaction of
airtel users with the quality of services provided by airtel.
Satisfaction in terms of price, connectivity etc measured by
means of survey.(online questionnaires).
Sample size- 40.
The find of the survey- the users consider most of the
services provided by airtel as good or excellent.
Availability of recharge coupons and aspect of value for
money need tending to, for increased customer
satisfaction.
THANK YOU