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.


without which completion of this project would not have been possible. 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.We are very thankful to the entire dealer. Methodology . service. 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. and sales network of Bharti Airtel Limited and Vodafone Limited for their cooperation. We would also like to express our gratitude towards our professors Maninder Singh.

com www.indiainfoline.snowcem. The business sector chosen for this purpose is the fast growing telecom sector.The objective of this project on sales and distribution is to do an analytical and comparative study of the www.askjeeves. service and distribution function of two players from the chosen business DATA COLLECTION TOOLS .com www. FRANCHISEE SECONDARY DATA SOURCESTHE INTERNET FRANCHISEE  VODAFONE AUTHORISED DEALERS  BHARTI AIRTEL LIMITED – Territory Sales Manager  AIRTEL AUTHORISED DEALERS. and the players chosen for study from this sector are: Bharti Airtel Limited Vodafone Limited INFORMATION SOURCES PRIMARY DATA SOURCES VODAFONE.

Questionnaires were used to record data. according to Ernst & Young. dealers and Sales people. Indian Telecom Market SIZE • India is the fifth largest telecom services market in the world.a. Thus there is a significant opportunity for telecom players.: fixed line segment at about 10% p. "The Indian telecom market size of over $8.a.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. 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. over the last 5 years • Wireless segment subscriber base grew at 85% p.a. . • Telecom market has grown at about 25% p. strategies & certain financial terms with dealers as they find it to be a confidential piece of information of the company. $17. The company officials did not divulge details about competitive sales policies.3 billion is expected to treble itself by financial year 2012.Interviews & Discussions with the company officials.3 billion is expected to treble itself by year 2011-2012.

Unified access licenses are available for providing telecom services on a pan-India basis • Planned opening up of National Long Distance (NLD). Warburg Pincus Reliance Group INVESTOR 1.Reliance Infocomm . Singapore Telecom. COMPANY SERVICES Cellula r Yes Yes Basi c Yes Yes NLD ILD Yes Yes Yes Yes Vodafone.STRUCTURE • The Indian telecom market has both public and private sector companies participating: • Public sector has over 60% market share. International Long Distance (ILD) and other value added services.Bharti Televentures 2. 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. 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 .

3.BSNL 5.a.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. Favorable demographics and socio economic factors leading to high growth: • Growth of disposable income combined with changes in lifestyle . Vodafone 6. Tata Group. Essar Group AT&T.Tata Indicom 4. to reach 250 million subscribers by 2009-2010 • Over 3 million new users are added every month – mostly in wireless POTENTIAL 1. Idea Cellular Yes Yes Yes Yes Yes Yes Yes Yes Yes Tata Group Government of India Vodafone Whampoa.

Telecom Software • Telecom Services for voice and data via a range of technologies • Applications and Content development ranging from gaming to education • Nokia. easy payments plans and handset financing • Increased coverage and availability of mobile services 2. SECONDARY DATA: www. .• Increasing affordability-low Broadband and Direct To Home Services.trai. Gaming Mobile handsets and consumer premise equipments. Alcatel. Electeq. LG. www. Set Top boxes. EPABX. Gateway exchange. Ericsson are all investing in India. Investment opportunity of $22 billion across many years: • Telecom Devices and Software for Internet.

It offers its mobile services under the Airtel brand and is headed by Sunil Mittal.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. which connects the submarine cable connecting Chennai and Singapore. last mile connectivity in fixed-line and mobile circles. broadband & telephone services with national and international long distance services. Internet . With more than 60 million subscriptions as of 13th February 2008. Broadband & Telephone Services (Fixed line. ISP and international bandwidth access through the gateways and landing station. VSATs. The company also provides telephone services and Internet access over DSL in 14 circles. The company complements its mobile. The company also has a submarine cable landing station at Chennai. Airtel is the largest cellular service provider in India in terms of number of subscribers. The company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone. Bharti Airtel owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology).

and purchased a controlling stake in rival Hutchison Essar. consisting of services.417. Long Distance Services and Enterprise Services (Telecommunications Consulting for corporates). 2008. This is because Singapore-based Asian telecom major Singtel. In August 2007. Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 59. On February 12. 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. telemedia services (ATS) & enterprise services. In May 2007 Jersey Airtel and Guernsey Airtel announced the launch of a relationship with Vodafone for island mobile subscribers.312 broadband & telephone customers. In April 2006 Bharti Global Limited was awarded a telecommunications licence in Jersey in the Channel Islands by the local telecommunications regulator the JCRA. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s) . 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.937 customers as on January 31.6 billion.6% stake in AirTel back to AirTel for US $1. which owns a little over 30% in Bharti Airtel. Bharti Airtel signed an MoU with Nokia-Siemens for a 900 million dollar expansion of its mobile and fixed network.210.625 GSM mobile and 2. In July 2007. Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. The mobile services group provides GSM . In March 2008.Connectivity(DSL) and Leased Line). Bharti Airtel will leverage the expertise of Singtel to roll out third generation services in Sri Lanka. In September 2006 the Office of Utility Regulation in Guernsey awarded Guernsey Airtel with a mobile telecommunications licence.627. 2007 Vodafone sold its 5.

mobile services. India’s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. The enterprise services group has two sub-units . Ltd. . Company shares are listed on The Stock Exchange.carriers (long distance services) and services to corporates. while the ATS business group provides broadband & telephone services in 94 cities. world leader in financial protection and wealth management. All these services are provided under the Airtel brand. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBU’s) .mobile services across India in 23 telecom circles. under a MoU with Wal-Mart for the cash & carry business. Airtel comes to you from Bharti Airtel Limited. Mumbai (BSE) and The National Stock Exchange of India Limited (NSE). Bharti has recently forayed into retail business as Bharti Retail Pvt. All these services are provided under the Airtel brand. 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. 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. 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. Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. broadband & telephone services (B&T) & enterprise services. The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers.

With Landline services in 94 cities we help you stay in touch with your friends & family and the world. broadband & telephone. national and international long distance and data connectivity services to corporate. For international connectivity to east. . The group offers high speed broadband internet with a best in class network. based on the number of customers. The group focuses on delivering telecommunications services as an integrated offering including mobile. small and medium scale enterprises.BUSINESS DIVISIONS Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India and is the largest mobile service provider in the country. For international connectivity to the west. the Company is a member of the South East AsiaMiddle East-Western Europe – 4 (SEA-MEWE-4) consortiums along with 15 other global telecom operators. 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 fiber on its national long distance network. it has a submarine cable landing station at.

members and their selection Airtel has a wide & effectively spread channel structure all over India. TERRITOTY MANAGER Distributors Distributors Distributors Distributors Retailers Tie up 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 . CHANNEL STRUCTURE This channel structure of Airtel is a regional one.Distribution network Channel structure. Complications are kept out in order to make the overall process very effective and efficient. The channel structure is simple and effective.

2) The dealers should have a good market reputation.e of timely payments. no criminal background etc. 3) The dealer should have a good previous track record. and therefore it is necessary to fulfill the following pre. The financial capability of a dealer is solely depended on the discretion of the company officials. 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.i. The companies ability to gain maximum customers in this era of competition solely depends on the penetration the dealers have in the market. .requisites to be eligible to become a dealer: 1) The dealers should have a sound financial background. 4)The dealers should have good market penetration.Selection of channel members/dealers Airtel follows a strict policy in selection of the dealers. since the dealers help the customers in forming the first impression a customer has about the company.

2) Recruitment. road shows.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.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. 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. campaigns etc. The dealer has to thus cater to 3 major areas: Pre sale Selling Post sale services . 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.

Circle level-This has the FM radio and local news papers.. MARGINS The company gives margins at the time of sale of the product.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 dealersAirtel involves both external and internal agencies which conduct this survey on a monthly basis. These include various kinds of road shows. 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. The margin varies according to the type of the product.

Airtel had market surveys with respect to their channel members and general market surveys. 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.National level-National dailies. .

Vodafone Essar. will be transitioned to Vodafone across India. Not as a departure from the fundamentals that created Hutch." . This marks a significant chapter in the evolution of Vodafone as a dynamic and ever-growing brand. The popular and endearing brand. the world’s leading international mobile communications company. completed the acquisition of Hutchison Essar in May 2007 and the company was formally renamed Vodafone Essar in July 2007. The brand change over the next few weeks will be unveiled nationally through a high profile campaign covering all important media. Vodafone Essar announced today that the Vodafone brand will be launched in India from 21st September onwards. the world’s leading mobile telecommunication company. Asim Ghosh. Hutch.Company Background Vodafone limited Vodafone. but an acceleration into the future with Vodafone's global expertise. has fully arrived in India. Vodafone. said "We’ve had a great innings as Hutch in India and today marks a new beginning for us. Managing Director.

. has been named the 'Most Respected Telecom Company'. Shipping & Logistics and Engineering & Constructions.000 shops and thousands of our own and our business associates' employees. Power.The start of a new conversation. Hutchison Essar is now part of Vodafone . vodafone. over the years.the world's leading international mobile communications company. and the 'Most Creative and Most Effective Advertiser of the Year'. it is one of India's most reputed telecom companies. a catalyst. across 400. helping individuals. The Group has an asset base of over Rs.billion) and employs over 4000 people. Oil & Gas. said. Vodafone has tied up with Essar as its principal joint venture partner for the Indian operation. Vodafone Essar. the 'Best Mobile Service in the country'." The Vodafone mission is to be the communications leader in an increasingly connected world – enriching customers’ lives. Vodafone's logo is a true representation of that belief . The Essar Group is one of India's largest corporate houses with interests spanning the manufacturing and service sectors like Steel. It now has operations in 16 circles accounting for 70% of India's mobile customer base. Vodafone established its presence in India in 1994 by acquiring the cellular license for Mumbai. Vodafone now has operations in 26 countries across 5 continents and 36 partner networks with about 225 million proportionate customers worldwide. "This transition is probably the largest brand change ever undertaken in this country and arguably as big as any in the world.7 million customers. a trigger. Prepaid Outlets . under the Hutch brand.20 billion (US$ 4.4. businesses and communities be more connected by delivering their total communication needs. Telecom & BPO.Harit Nagpal. It is even larger than our own previous brand transitions as it touches over 35 million customers. With over 27. Marketing and New Business Director. a mark of true pioneering.

You can also subscribe to any of our value added services or get more information on them. get your queries answered. 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. . Pay your bills. Mobile Vodafone Shops Vodafone Shops are going on the move.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. cheque or credit card Demos and activation of our Value Added Services Queries. just round the corner. to bring our services closer to you and to provide faster online service. and lots more. for anything you need. you'll find it here. Hutch Shops are located at very convenient locations around the country. or a fresh handset. VODAFONE Shops Whether you're looking for a new vodafone connection. Select your region to find one near you. 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.

At a vodafone Teleshops you can buy a new postpaid or prepaid card. reactivate your connection. pay your bills. and much more. .

Selling 7. Handling 3. Sales Manager Sales Consultants Executives Tele Marketing Executives Field Executives DSA/DST Manager TLS Telemarketing Executives Field Executives Dealers Shop Owners Metro Shops Hutch Shops The channel structure operates on the basis of segmentations provided. Promotion 6. The front channels are specially kept in mind. sales Business head G. Display 5.M. namely: . Sales Assist. The channel structure Co. Storage 4.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. Information and feedback. or direct sales Indirect sales Misc. ACTIVITIES: 1. Order 2.

owned co. Paid .Prepaid segmentation Postpaid segmentation Individual bronze Individual silver Individual gold Individual platinum IB IS IG IP Individual bronze I B Individual silver I S Individual gold I G Individual platinum I P COCP co. paid COIP co. owned indvl.

what is the time limit? i) upto15 days 10. What are the modes of by which you receive your payments: i) Advance payment payments 9. What type of sales organisation structure do you possess? 2. What are the various modes of transportation adopted and cost incurred? 7.Questionnaire (Sales and Marketing department) 1. What are the various criterion/terms and conditions of selecting your channel members? 4. What is the average Order Cycle time? 6. In case you provide the credit period. members? i) Weekly 11. Channel Members: Excellent Very good Dealer’s Good Fair Poor ii) Quarterly iii) Monthly How will you rate and rank the following aspects of your ii) 15-30 days iii) >30 days. How frequently do you collect the feedback from your Channel ii) Payment on Delivery iii) Credit . What is the average Inventory Size you keep? 5. What are the various channel structures in which you operate? 3. What are the methods of measurement and frequency of providing appraisals to channel members? 8.

b) NO activities? 15. whom? • Customers • Channel Members • General market survey 16. iii) Quantity of Promotions.Efficiency Timely payment Transporters behavior 12. w.t. ii) Timing of Promotions. i) What type of market research was it? What was your budget? 17. Do you support your Channel Members by promotional a) YES If Yes. 13. i) Number of Promotions.r. What are the margins you provide to your Channel Members? How do you assign targets to your sales personnel’s and what type of targets? 14. Have you ever gone for market research? a) YES b) NO If Yes. 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) 2) 3) 4) 5) What are the different brands which you keep in stock? Which brand is most asked by the customers ii) Vodafone iii) Other’s ……………………………. What is your average sales/month? Which brand do you recommend to the customer and why? Do you get any credit period from the company? a) YES If Yes. What is the credit period you get: i) Upto 15 days 6) ii) 15-30 days iii) >30 days What is your average order size? b) NO i) Airtel 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 company/s Very Good Delivery Time Quality Maintenance Incentives Promotional activities Condition of Product Ease and Flexibility of placing Order Transporter’s Behavior Good Satisfactory Poor Very poor ii) 5-10 days iii) > 10 days 9) Where would you rank the services/assistance provided to you by the ..

. Timing. No. Numbers..Customers Orientation Commercial Terms Services of Sales Persons 10) How will you rate the efficiency of your sales persons a) Very Good Very poor 11) Does company provides you with any assistance by means of promotional activities? a) YES b) NO If Yes. ……………………………………………………………. Quantity of promotions.1 How do you rate these connections in terms of Network ? . ………………………… CONSUMER QUESTIONNAIRE Q. on what Parameters? b) NO b) Good c) Satisfactory d) Poor e) Person contacted: Name of dealer: Address: Tel.: …………………………………………………………. 12) Do you provide appraisals to your sales persons? a) YES If Yes.

Bad Q.Bad 5 5 V.Good Vodafone Airtel 1 1 2 2 Good 3 3 Neutral 4 4 Bad 5 5 V.Good Good Neutral Bad Vodafone 1 2 3 4 Airtel 1 2 3 4 Q.5 What do you think about employee’s behavior ? V.2 How do you rate these connection in terms of availability ? V.6 How do you rate these connection in terms of customer care services ? V.Bad Bad 4 4 5 5 V.Bad 5 5 Bad 4 4 5 5 V.Good Good Neutral Vodafone 1 2 3 Airtel 1 2 3 Q.Bad Q.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 PERSONAL DETAILS NAME: ________________________________ AGE: ______ .Good Good Neutral Vodafone 1 2 3 Airtel 1 2 3 V.Good Good Neutral Bad V.3 How do you rate these connection in terms of call rate? V.Good Good Neutral Bad Vodafone 1 2 3 4 Airtel 1 2 3 4 Q.V.4 How do you rate their After Sales Services ? V.

OCCUPATION: _________________________ MARITAL STATUS: _____________________ ANALYSIS .

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Airtel in terms of network 120 100 80 60 40 20 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Vodafone in terms of network 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.

Rating of Airtel in terms of availability 120 100 80 60 40 20 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.BAD BAD NEUTRAL GOOD EXCELLENT .

Rating of Vodafone in terms of availability 100 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.BAD BAD NEUTRAL GOOD EXCELLENT .

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Airtel in terms of call rates 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Vodafone in terms of call rates 100 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 V D BA BA D N TRA EU L G OOD EX CELLEN T V.

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Airtel in terms of after sales services 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBA D BAD NEUTRA L GOOD EXCELLENT V.

Rating of Vodafone in terms of after sales services 120 100 80 60 40 20 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.BAD BAD NEUTRAL GOOD EXCELLENT .

Rating of Airtel in terms of employees behaviour 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBAD BAD NEUTRA L GOOD EXCELLENT V.BAD BAD NEUTRAL GOOD EXCELLENT .

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Vodafone in terms of employees behaviour 120 100 80 60 40 20 0 1 2 3 4 5 VBAD BAD NEUTRAL GOOD EXCELLENT V.

Rating of Airtel in terms of Customer Care services 100 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBAD BAD NEUTRA L GOOD EXCELLENT V.BAD BAD NEUTRAL GOOD EXCELLENT .

BAD BAD NEUTRAL GOOD EXCELLENT .Rating of Vodafone in terms of Customer Care services 90 80 70 60 50 40 30 20 10 0 1 2 3 4 5 VBA D BA D N TRA EU L G OOD EX CELLENT V.

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