PROJECT TITLE

COMPARATIVE ANALYSIS OF SALES AND DISTRIBUTION BETWEEN

VODAFONE AND AIRTEL

PROJECT GUIDE

Prof. MANINDER SINGH

Date of Submission

___/___/______

GROUP NO.

E 1137

GROUP MEMBERS

Abhishek Mishra
Anshul Bharsham
Naveen Rastogi
Rohit Yadav
Shailesh Yadav
 Table of Content

1. Executive Summary

2. Acknowledgement

3. Methodology

4. Indian Telecom Market

5. Sector Outlook

6. Company Background

7. Distribution Network

8. Selection of Dealers

9. Service Network

10. Company Background(Hutch)

11. Distribution Network

12. Selection Of Dealers

13. Service Network

14. Questionnaires

15. Data analysis

Executive summary
This project aims to study the distribution channels, sales network and service
patterns of the telecom sector through an analytical and comparative study of two
leading companies- Bharti Airtel Limited. & Vodafone Ltd. The project also tries
to bring out the shortcomings, if any, in the present system and thus recommends
suggestions to improve the same. The project also gives insights into the various
financial terms, norms of the sales and service departments as per the guidelines of
the telecom industry.

The project was designed after detailed discussion with the company officials on
three parameters i.e. distribution network, service network and sales functioning.
The project also includes the insights given by the dealers and officials of the
company.

Firstly, the project discusses the distribution network of the two companies and the
functions carried out by the channel members. Bharti Airtel Limited being the
largest services provider in India definitely has a wider reach and more number of
dealers than vodafone.

The project also covers the financial terms of the company with the dealers and
that of the dealers with the customers.

Secondly, the project discusses the sales functioning of the two companies, which
includes aspects such as the hierarchy of the sales department prevalent in the
company; the responsibilities and functions of the sales force, their performance
appraisal structure etc.
Finally the project covers the service network of the two companies which deals
with the after sale services and their effectiveness provided by both the companies
and various complaints and queries are handled by them.

Acknowledgements
We are very thankful to the entire dealer, service, and sales network of Bharti
Airtel Limited and Vodafone Limited for their cooperation, without which
completion of this project would not have been possible.

We are extremely grateful to for sharing with us all the details of the project and
providing us with valuable insights about sales, distribution & servicing function.
We would like to thank them for the patience shown by them and being of such a
great help to all our queries.

We would also like to express our gratitude towards our professors Maninder
Singh, for giving us an opportunity to do this project on sales and distribution and
for being the guiding light through the completion of this project.

Methodology
The objective of this project on sales and distribution is to do an analytical and
comparative study of the sales, service and distribution function of two players
from the chosen business sector.
The business sector chosen for this purpose is the fast growing telecom sector, and
the players chosen for study from this sector are:

Bharti Airtel Limited

Vodafone Limited
INFORMATION SOURCES
PRIMARY DATA SOURCES-

 VODAFONE, FRANCHISEE
 VODAFONE AUTHORISED DEALERS
 BHARTI AIRTEL LIMITED – Territory Sales Manager

 AIRTEL AUTHORISED DEALERS, FRANCHISEE

SECONDARY DATA SOURCES-

THE INTERNET
www.google.com
www.askjeeves.com
www.indiainfoline.com
www.snowcem.com
www.airtel.com

DATA COLLECTION TOOLS

Interviews & Discussions with the company officials, dealers and Sales people.
Questionnaires were used to record data.

LIMITATIONS:

It was difficult to ask for time required for a detailed discussion on the
questionnaire & therefore several aspects of the questionnaire were answered
briefly.

The company officials did not divulge details about competitive sales policies,
strategies & certain financial terms with dealers as they find it to be a confidential
piece of information of the company.

Indian Telecom Market

SIZE

• India is the fifth largest telecom services market in the world; $17.8 billion
revenues in FY 2005
• Industry grew by about 36% in FY 2005 over FY 2004
• The Indian telecom market size of over $8.3 billion is expected to treble
itself by year 2011-2012, according to Ernst & Young. "The Indian telecom
market size of over $8.3 billion is expected to treble itself by financial year
2012. Thus there is a significant opportunity for telecom players.
• Telecom market has grown at about 25% p.a. over the last 5 years
• Wireless segment subscriber base grew at 85% p.a.: fixed line segment at
about 10% p.a.
STRUCTURE

• The Indian telecom market has both public and private sector companies
participating:
• Public sector has over 60% market share, down from 90% in 2000
• Private companies have added subscribers at a CAGR of 192% since 2000
• Mobile operators have deployed both CDMA ( 16 million users) and GSM
(55 million users) wireless networks
• Value added service features constitute 10% of revenue today (2 % in 2001)

POLICY

• 74% to 100% FDI permitted for various telecom services

• FIPB approval required for foreign investment exceeding 49% in all telecom
services
• 100% FDI permitted in telecom equipment manufacturing
• India has a telecom policy aims to encourage private and foreign
investment , Highlights are
• An independent regulator – the Telecom Regulatory Authority of India
(TRAI)
• Revenue-share model for license issued by the Government for telecom
services in India. Unified access licenses are available for providing telecom
services on a pan-India basis
• Planned opening up of National Long Distance (NLD), International Long
Distance (ILD) and other value added services.

COMPANY SERVICES INVESTOR

Cellula Basi NLD ILD

r c
1.Bharti Televentures Yes Yes Yes Yes Vodafone,
Singapore Telecom,
Warburg Pincus
2.Reliance Infocomm Yes Yes Yes Yes Reliance Group
 3.Tata Indicom Yes Yes Yes Yes Tata Group

4.BSNL Yes Yes Yes Government of India

5. Vodafone Yes Vodafone

Whampoa, Essar
Group
6. Idea Cellular Yes AT&T, Tata
Group,Birla Group

Note: NLD-National Long Distance

ILD-International Long Distance

Source: TRAI, DOT, TSMG Analysis

Sector Outlook

OUTLOOK

• India expected to be among the fastest growing telecom markets in the

world
• Projected growth of 30-40% p.a. to reach 250 million subscribers by
2009-2010
• Over 3 million new users are added every month – mostly in wireless

POTENTIAL

1. Favorable demographics and socio economic factors leading to high growth:

• Growth of disposable income combined with changes in lifestyle
• Increasing affordability-low tariffs, easy payments plans and handset
financing
• Increased coverage and availability of mobile services

2. Investment opportunity of $22 billion across many years:

• Telecom Devices and Software for Internet, Broadband and Direct To
Home Services. Set Top boxes, Gateway exchange, Modem, Mobile
handsets and consumer premise equipments, Gaming Devices, EPABX,
Telecom Software
• Telecom Services for voice and data via a range of technologies
• Applications and Content development ranging from gaming to education
• Nokia, Electeq, Alcatel, LG, Ericsson are all investing in India.

SECONDARY DATA: www.dotindia.com, www.trai.gov.in

 Company Background

Bharti Airtel

Bharti Airtel formerly known as Bharti Tele-Ventures Limited (BTVL) is

among India's largest mobile phone and Fixed Network operators. With
more than 60 million subscriptions as of 13th February 2008. It offers its
mobile services under the Airtel brand and is headed by Sunil Mittal. The
company also provides telephone services and Internet access over DSL in
14 circles. The company complements its mobile, broadband & telephone
services with national and international long distance services. The
company also has a submarine cable landing station at Chennai, which
connects the submarine cable connecting Chennai and Singapore. The
company provides reliable end-to-end data and enterprise services to the
corporate customers by leveraging 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.

Airtel is the largest cellular service provider in India in terms of number of

subscribers. Bharti Airtel owns the Airtel brand and provides the following
services 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 corporates).

Leading international telecommunication companies such as Vodafone and

SingTel held partial stakes in Bharti Airtel.

In April 2006 Bharti Global Limited was awarded a telecommunications

licence in Jersey in the Channel Islands by the local telecommunications
regulator the JCRA. In September 2006 the Office of Utility Regulation in
Guernsey awarded Guernsey Airtel with a mobile telecommunications
licence. In May 2007 Jersey Airtel and Guernsey Airtel announced the
launch of a relationship with Vodafone for island mobile subscribers. In July
2007, Bharti Airtel signed an MoU with Nokia-Siemens for a 900 million
dollar expansion of its mobile and fixed network. In August 2007, the
company announced it will be launching a customized version of Google
search engine that will provide an 'array of services' to its broadband
customers.

In March 2008, Bharti Airtel will leverage the expertise of Singtel to roll out
third generation services in Sri Lanka. This is because Singapore-based
Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is
a major player in the 3G space as it has already third generation networks
in several markets across Asia

Recently Sunil Bharti's Airtel launched its calling card in America specially
for the NRI (Non-resident Indians) and people calling from America to India
at a cheaper rate as compared to the tariff offered by other providers.

On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTel
for US $1.6 billion; and purchased a controlling stake in rival Hutchison
Essar.

Bharti Airtel is one of India's leading private sector providers of

telecommunications services based on an aggregate of 59,627,937
customers as on January 31, 2008, consisting of 57,417,625 GSM mobile
and 2,210,312 broadband & telephone customers.

The businesses at Bharti Airtel have been structured into three individual
strategic business units (SBU’s) - mobile services, telemedia services
(ATS) & enterprise services. The mobile services group provides GSM
mobile services across India in 23 telecom circles, while the ATS business
group provides broadband & telephone services in 94 cities. The enterprise
services group has two sub-units - carriers (long distance services) and
services to corporates. All these services are provided under the Airtel
brand.

Company shares are listed on The Stock Exchange, Mumbai (BSE) and
The National Stock Exchange of India Limited (NSE).

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 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 to you 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, broadband &
telephone services (B&T) & enterprise services. The mobile business provides
mobile & fixed wireless services using GSM technology across 23 telecom circles
while the B&T business offers broadband & telephone services in 94 cities. 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.
BUSINESS DIVISIONS

Bharti Airtel offers GSM mobile services in all The group offers high speed broadband internet
the 23-telecom circles of India and is the with a best in class network. With Landline
largest mobile service provider in the country, services in 94 cities we help you stay in touch
based on the number of customers. with your friends & family and the world.

The Company compliments its mobile and

broadband & telephone services with national
The group focuses on delivering and international long distance services. It has
telecommunications services as an integrated over 35,016 route kilometers of optic fiber on
offering including mobile, broadband & its national long distance network. For
telephone, national and international long international connectivity to east, it has a
distance and data connectivity services to submarine cable landing station at. For
corporate, small and medium scale international connectivity to the west, the
enterprises. Company is a member of the South East Asia-
Middle East-Western Europe – 4 (SEA-ME-
WE-4) consortiums along with 15 other global
telecom operators.
 Distribution network

Channel structure, members and their selection

Airtel has a wide & effectively spread channel structure all over India. The
channel structure is simple and effective. Complications are kept out in order to
make the overall process very effective and efficient.

CHANNEL STRUCTURE

This channel structure of Airtel is a regional one.

TERRITOTY MANAGER

Distributors Distributors Distributors Distributors

Tie up
Retailers Alternate Channels

Tie ups Products

Brand/Store etc

The distributors include one who handle 1)Provisioning 2)Documents 3)Operation

back up 4)Field sales executives
Under these fall the retailers
 Selection of channel members/dealers

Airtel follows a strict policy in selection of the dealers, and therefore it is necessary
to fulfill the following pre- requisites to be eligible to become a dealer:

1) The dealers should have a sound financial background. The financial capability
of a dealer is solely depended on the discretion of the company officials.

2) The dealers should have a good market reputation, since the dealers help the
customers in forming the first impression a customer has about the company.

3) The dealer should have a good previous track record,i.e of timely payments, no
criminal background etc.

4)The dealers should have good market penetration. The companies ability to gain
maximum customers in this era of competition solely depends on the penetration
the dealers have in the market.

5)The last criterion of dealers selection for Airtel is the area the dealers cover.
This would include different geographical areas which are covered by a dealer.
RESPONSIBILITIES AND FUNCTIONS OF THE DEALERS

Airtel believes in “Customer Loyalty” and thus Airtel expects that their dealers
apart from selling paint products should perform the following functions for better
customer relations’ management:
1) Sales promotion through regular promotional schemes, road shows,
campaigns etc. the expenses incurred by the dealers is shared by the
company only if these activities are for promotion of the company and not of
the dealer.
2) Recruitment- done under the guidance of certain Airtel officials

3) Training and development of manpower with company assistance

4) Servicing according to the size of orders
5) Customer relation management
6) Promote other products of the company

The dealer should be in regular touch with the customer, keep taking his feedback
and ensure maximum customer satisfaction. The dealer should also try and
convince the customer to try newer product’s of the company.

The dealer has to thus cater to 3 major areas:

Pre sale
Selling
Post sale services
SALES KIT:

A dealer should carry the following in his sales kit:

 All products leaflets (adequate quantities)
 List of prospects with their addresses
 Information about the competition in the market
 Price list of APL products and corresponding prices of competitor products
 Shade cards

PERFORMANCE APPRAISAL

For the dealers-

Airtel involves both external and internal agencies which conduct this survey on a
monthly basis.

MARGINS

The company gives margins at the time of sale of the product. The margin varies
according to the type of the product.

PROMOTIONAL ACTIVITIES

Airtel actively supports its cannel members with promotional activities.Airtel helps
performing these activities on a daily basis ..Further these are divide in to different
levels which are

Zonal level-zonal staff is involved in this. These include various kinds of road
shows.

Circle level-This has the FM radio and local news papers.

National level-National dailies, cricket match sponsorships,tele media

Airtel collects feedback from its channel members on a daily basis.

Airtel rates/ranks its channel members on aspects such as 1)Dealers efficiency

2)Timely payment 3)Transporters behaviour an excellent and strongly believes that
they are the best because of their channel members.

Airtel had market surveys with respect to their channel members and general
market surveys.
 Company Background
Vodafone limited

Vodafone, the world’s leading international mobile communications

company, has fully arrived in India. Vodafone Essar announced today that
the Vodafone brand will be launched in India from 21st September
onwards.

The popular and endearing brand, Hutch, will be transitioned to Vodafone

across India. This marks a significant chapter in the evolution of Vodafone
as a dynamic and ever-growing brand. The brand change over the next few
weeks will be unveiled nationally through a high profile campaign covering
all important media.

Vodafone, the world’s leading mobile telecommunication company,

completed the acquisition of Hutchison Essar in May 2007 and the
company was formally renamed Vodafone Essar in July 2007. Asim Ghosh,
Managing Director, Vodafone Essar, said "We’ve had a great innings as
Hutch in India and today marks a new beginning for us. Not as a departure
from the fundamentals that created Hutch, but an acceleration into the
future with Vodafone's global expertise."
Harit Nagpal, Marketing and New Business Director, Vodafone Essar, said,
"This transition is probably the largest brand change ever undertaken in this
country and arguably as big as any in the world. It is even larger than our
own previous brand transitions as it touches over 35 million customers,
across 400,000 shops and thousands of our own and our business
associates' employees."

The Vodafone mission is to be the communications leader in an

increasingly connected world – enriching customers’ lives, helping
individuals, businesses and communities be more connected by delivering
their total communication needs.

Vodafone's logo is a true representation of that belief - The start of a new

conversation, a trigger, a catalyst, a mark of true pioneering.

Vodafone established its presence in India in 1994 by acquiring the cellular license
for Mumbai. It now has operations in 16 circles accounting for 70% of India's
mobile customer base. With over 27.7 million customers, it is one of India's most
reputed telecom companies.

vodafone, under the Hutch brand, over the years, 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'.

Hutchison Essar is now part of Vodafone - the world's leading international mobile
communications company. Vodafone now has operations in 26 countries across 5
continents and 36 partner networks with about 225 million proportionate customers
worldwide. Vodafone has tied up with Essar as its principal joint venture partner
for the Indian operation.
.
The Essar Group is one of India's largest corporate houses with interests spanning
the manufacturing and service sectors like Steel, Oil & Gas, Power, Telecom &
BPO, Shipping & Logistics and Engineering & Constructions. The Group has an
asset base of over Rs.20 billion (US$ 4.4.billion) and employs over 4000 people.

Prepaid Outlets
Want to go Hutch and stay connected anytime, anywhere? Just visit a Hutch
outlet in your neighborhood and choose from a range of affordable Postpaid or
Prepaid connections.

VODAFONE Shops
Whether you're looking for a new vodafone connection, or a fresh handset,
you'll find it here. You can also subscribe to any of our value added services or
get more information on them. Pay your bills, get your queries answered, and
lots more.

Hutch Shops are located at very convenient locations around the country.
Select your region to find one near you.

Mobile Vodafone Shops

Vodafone Shops are going on the move, to bring our services closer to you
and to provide faster online service, right at your doorstep. You can visit a
Mobile vodafone Shop near you for:

Postpaid connections and add on cards

Prepaid connections and recharge cards
Information on the latest talk plans
Bill payments via cash, cheque or credit card
Demos and activation of our Value Added Services
Queries, SIM replacements and much more

Vodafone Teleshops

Did you know that a range of vodafone services are available in your very own
neighborhood? Just walk into a Hutch Teleshop, just round the corner, for
anything you need.
At a vodafone Teleshops you can buy a new postpaid or prepaid card, pay your
bills, reactivate your connection, and much more.
 Distribution network

A supply chain is described that consists of all the parties and their supplied
activities that help us to create and deliver services to the final customer.
The front channels are specially kept in mind.

ACTIVITIES:

1. Order

2. Handling

3. Storage

4. Display

5. Promotion

6. Selling

7. Information and feedback.

The channel structure

Co. or direct sales Indirect sales Misc. sales

Business head DSA/DST Dealers

G.M. Sales Manager Shop Owners
Assist. Sales Manager TLS Metro Shops
Sales Consultants Telemarketing Executives Hutch Shops
Executives Field Executives
Tele Marketing Executives
Field Executives

The channel structure operates on the basis of segmentations provided, namely:

Prepaid segmentation Postpaid segmentation

Individual bronze IB Individual bronze I B COCP

Individual silver IS Individual silver I S co. owned co. paid
Individual gold IG Individual gold I G COIP
Individual platinum IP Individual platinum I P co. owned indvl. Paid
 Questionnaire
(Sales and Marketing department)

1. What type of sales organisation structure do you possess?

2. What are the various channel structures in which you operate?
3. What are the various criterion/terms and conditions of selecting your
channel members?
4. What is the average Inventory Size you keep?
5. What is the average Order Cycle time?
6. What are the various modes of transportation adopted and cost
incurred?
7. What are the methods of measurement and frequency of providing
appraisals to channel members?
8. What are the modes of by which you receive your payments:
i) Advance payment ii) Payment on Delivery iii) Credit
payments
9. In case you provide the credit period, what is the time limit?
i) upto15 days ii) 15-30 days iii) >30 days.
10. How frequently do you collect the feedback from your Channel
members?
i) Weekly ii) Quarterly iii) Monthly
11. How will you rate and rank the following aspects of your
Channel Members:
Excellent Very Good Fair Poor
good
Dealer’s
 Efficiency
Timely
payment
Transporters
behavior

12. What are the margins you provide to your Channel Members?
13. How do you assign targets to your sales personnel’s and what
type of targets?

14. Do you support your Channel Members by promotional

activities?
a) YES b) NO
If Yes, i) Number of Promotions.
ii) Timing of Promotions.
iii) Quantity of Promotions.

15. Have you ever gone for market research?

a) YES b) NO
If Yes, w.r.t. whom?
• Customers
• Channel Members
• General market survey
16. i) What type of market research was it?
What was your budget?
17. How frequently you go for market research?
Name of Respondent: ……………………………………………………
Name of Organisation:……………………………………………………
Designation: ……………………………………………………
Address: …………………………………………………….
Tel. No.: …………………………………………………….

THANK YOU
 Questionnaire
(For Dealer’s/Retailer’s/Franchisee)

1) What are the different brands which you keep in stock?

2) Which brand is most asked by the customers
i) Airtel ii) Vodafone iii) Other’s ……………………………..
3) What is your average sales/month?
4) Which brand do you recommend to the customer and why?
5) Do you get any credit period from the company?
a) YES b) NO
If Yes, What is the credit period you get:
i) Upto 15 days ii) 15-30 days iii) >30 days
6) What is your average order size?
7) What are the margins that you get from the company?
8) What is the average order cycle time taken by the company?
i) < 5 days ii) 5-10 days iii) > 10 days
9) Where would you rank the services/assistance provided to you by the
company/s
Very Good Satisfactory Poor Very
Good poor
Delivery Time
Quality Maintenance
Incentives
Promotional activities
Condition of Product
Ease and Flexibility of
placing Order
Transporter’s
Behavior
 Customers
Orientation
Commercial Terms
Services of Sales
Persons

10) How will you rate the efficiency of your sales persons
a) Very Good b) Good c) Satisfactory d) Poor e)
Very poor
11) Does company provides you with any assistance by means of
promotional activities?
a) YES b) NO
If Yes, Numbers, Timing, Quantity of promotions.
12) Do you provide appraisals to your sales persons?
a) YES b) NO
If Yes, on what Parameters?

Person contacted: …………………………………………………………..

Name of dealer: ……………………………………………………………..
Address:
Tel. No.: …………………………

CONSUMER QUESTIONNAIRE

Q.1 How do you rate these connections in terms of Network ?

 V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5

Q.2 How do you rate these connection in terms of availability ?

V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5

Q.3 How do you rate these connection in terms of call rate?

V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5

Q.4 How do you rate their After Sales Services ?

V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5

Q.5 What do you think about employee’s behavior ?

V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5

Q.6 How do you rate these connection in terms of customer care services ?
V.Good Good Neutral Bad V.Bad
Vodafone 1 2 3 4 5
Airtel 1 2 3 4 5

PERSONAL DETAILS

NAME: ________________________________

AGE: ______
OCCUPATION: _________________________

MARITAL STATUS: _____________________

ANALYSIS
Rating of Airtel in terms of network

120

100

80
VBAD
60 BAD
NEUTRAL
40 GOOD
EXCELLENT
20

0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Vodafone in terms of network

90
80
70
60
VBAD
50
BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Airtel in terms of availability

120

100

80
VBAD
60 BAD
NEUTRAL
40 GOOD
EXCELLENT
20

0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Vodafone in terms of availability

100
90
80
70
60 VBAD
50 BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Airtel in terms of call rates

90
80
70
60
VBAD
50
BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Vodafone in terms of call rates

100
90
80
70
60 VBAD
50 BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Airtel in terms of after sales services

90
80
70
60
VBAD
50
BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Vodafone in terms of after sales services

120

100

80
VBAD
60 BAD
NEUTRAL
40 GOOD
EXCELLENT
20

0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Airtel in terms of employees behaviour

80
70
60
50 VBAD
40 BAD
NEUTRAL
30
GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Vodafone in terms of employees behaviour

120

100

80
VBAD
60 BAD
NEUTRAL
40 GOOD
EXCELLENT
20

0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Airtel in terms of Customer Care services

100
90
80
70
60 VBAD
50 BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT

Rating of Vodafone in terms of Customer Care services

90
80
70
60
VBAD
50
BAD
40 NEUTRAL
30 GOOD
20 EXCELLENT
10
0
1 2 3 4 5

V.BAD BAD NEUTRAL GOOD EXCELLENT