CUSTOMER

SATISFACTION ON AIRTEL

Presented By ---- Aditya Pratap Singh

Project Overview
What is CSAT ?
 Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure
of how products and services supplied by a company meet or surpass customer expectation.
 It is defined as the number of customers, or percentage of total customers, whose reported experience
with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.

Importance of CSAT−
 A Loyal customer is a treasure you should keep and hide from the world.
 They can stop being your clients in a heartbeat.
 Providing great customer service will satisfy both you and your targets. They get proper service, you get
a proper revenue and everyone is happy.
 Customer satisfaction is a factor that helps you stand out of the competition. 4.Great customer
experience can take your brand places.
Objectives and Scope of study
 To know the signal in their area.
 To find out if they are satisfied and aware of the services and offers provided.
 To recommend measures for improving the product.

Scope –
 This study aims towards collecting information about consumers Psychology towards Airtel and thus
helping Airtel in understanding customer's nature and help in developing strategies which will thus
help them in increasing their business.
 By this study we came to know how the organization retaining and sustaining its customer.
 The main purpose of this project is to study consumers buying, behavior and develop strategies which
help Airtel in increasing their market share.
 This study helps to understand the satisfactory level of consumers towards the brand. And also
understanding the consumer attitudes and their buying motives by means of company brand image.
Company Profile
 Bharti Airtel Limited, commonly known as Airtel, is an Indian multinational telecommunications services
company based in New Delhi.
 It operates in 18 countries across South Asia and Africa, as well as the Channel Islands .
 Currently, Airtel provides 4G and 4G+ services all over India and 5G service in selected cities .
 The businesses at Bharti Airtel have been structured into three individual strategic business units
(SBU’s).
 Mobile services
 Broadband and telephone services (B&T)
 Enterprise services

 Gopal Vittal is currently the Managing Director & Chief Executive Officer (India & South Asia)
of Bharti Airtel Limited.
Network of Airtel
 CELLULAR SERVICE
 INTERNET INFRASTRUCTURE
 FIXED LINE INFRASTRUCTURE
 AIRTEL BROADBAND
 WIRELESS INTERNET
 Data Card
 USB Modem

METHODS OF DATA COLLECTION

 Primary Data - Primary data are those, which are collected for the first time, and they are original in
character. A suitable combination of Questionnaire techniques, & discussion with the respondents was
used to collect the required Primary data.
 Secondary data - Secondary data are those, which are already collected by someone for some purpose
and are available for the present study. Secondary data was collected from the magazines, websites and
Major Findings of the study
 Airtel is a very successful brand in India as it covers a wide network and is still one of the best still in
network coverage and stands one of the best network in the world and has covers major of the
population coverage.
 Business houses are the major users of Airtel as it is better than all other network's in broadband
coverage and plans are better than any.
 Airtel provides value added packs for its heavy users as to retain them as postpaid connections are on
the rise as compared to prepaid.
 Airtel focuses on its customer's satisfaction but it can provide some more relaxation to its users
 Airtel provides some more incentives for its dealers so that they can be more loyal towards the
company and market it better.
Conclusion
 Airtel is a home brand and a very successful brand in India and overseas and one of the most successful
brands still to date
 Providing customer satisfaction is to be there main motive, provides Internet access on the move as
people are more dependent on it in their daily lives like wide network and good 3G services.
 Airtel provides Internet access on the move such as Wide network and good 3G services as they are
important and technology advanced stuff required by almost everybody in today's environment.
 From the details of study, it can be concluded that 70% of Airtel users preferred to remain with Airtel.
Also good number of users who were willing to switch from their respective subscribers showed interest
in Airtel.
 Connectivity is the backbone of the company and it is still the reason why consumers use it.
 Most users of the company fall in the youth category and are now using postpaid services as they are
aware of the services provided.