Professional Documents
Culture Documents
CUSTOMER
SATISFACTION SURVEY
OF AIRTEL
Page 1 of 16
Table of Contents
CUSTOMER SATISFACTION SURVEY OF AIRTEL.................................................................................1
CUSTOMER SATISFACTION SURVEY OF AIRTEL.................................................................................1
CUSTOMER SATISFACTION SURVEY OF AIRTEL.................................................................................2
ABSTRACT......................................................................................................................................................3
1 INTRODUCTION...............................................................................................................................................4
1.1 IMPORTANCE OF CUSTOMER SATISFACTION.....................................................................................................4
1.2 THE CUSTOMER SATISFACTION PROCESS......................................................................................................5
2 MARKET RESEARCH AND SAMPLING....................................................................................................................6
3 METHODOLOGY..............................................................................................................................................7
4 QUESTIONNAIRE.............................................................................................................................................8
CUSTOMER SATISFACTION SURVEY OF AIRTEL.................................................................................3
5 ANALYSIS...................................................................................................................................................10
5.1 DURATION OF USAGE..............................................................................................................................10
5.2 CONNECTION TYPE.................................................................................................................................11
5.3 AIRTEL SERVICES..................................................................................................................................11
5.4 QUALITY OF AIRTEL NETWORK..................................................................................................................12
5.5 CONNECTION OTHER THAN AIRTEL..............................................................................................................12
5.6 CUSTOMER CARE SERVICE......................................................................................................................13
5.7 REDRESSAL OF CUSTOMER SERVICE REQUESTS...........................................................................................13
5.8 SATISFACTION WITH AIRTEL SCHEMES.........................................................................................................14
5.9 LEVEL OF RECOMMENDATION OF AIRTEL .....................................................................................................14
5.10 CUSTOMER SUGGESTIONS
...............................................................................................................................................................15
6 CONCLUSION...............................................................................................................................................15
7 REFERENCES...............................................................................................................................................16
Page 2 of 16
Abstract
Marketing Research is the systematic design, collection, analysis, and reporting of data and
findings relevant to a specific marketing situation faced by the company. We Group No.3
created a questionnaire and surveyed the market of Airtel in the campus of NITK, Surathkal.
The important features of this survey were to find out the customer satisfaction and
improvement of the product. The method used for survey was sampling method and contact
method. The Airtel concept was taken due to its wide use of the connection all over India.
Page 3 of 16
1 Introduction
Customer satisfaction is a measure of how products and services supplied by a company
meet or surpass customer expectation. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy. Exceptional customer service results in
greater customer retention, which in turn results in higher profitability.
Customer satisfaction can help your business achieve a sustainable competitive advantage. It
deals with the way a customer feels after purchasing a product or service and, in particular,
whether or not that product or service met the customer's expectations.
Page 4 of 16
Phase 1: Mobilization
Define Business and Information Objectives
Develop Overall Plan
Gain Management Commitment
Phase 6: Tracking
Provide Ongoing Quantitative Assessment of
Performance
Deliver Easy-to- Understand Reports to
Employees/Management
Phase 2: Discovery
Identify:
Needs/Expectations
Types of Problems
Points of Customers/Company Interaction
Conduct Qualitative Research
Survey Customers/Employees
Phase 5: Implementation
Implement Plans
Page 5 of 16
very costly and time-consuming to collect data from the entire population of a market.
Accordingly, in market research, extensive use is made of sampling from which, through
careful design and analysis, marketers can draw information about the market.
Sample design covers the method of selection, the sample structure and plans for analyzing
and interpreting the results. Sample designs can vary from simple to complex and depend on
the type of information required and the way the sample is selected.
Three important decisions must be made while designing the sampling plan:
1.
The marketing researcher must define the target population that will be sampled.
2.
Large samples give more reliable results than small samples. However, it is not necessary
to sample the entire target population or even a substantial portion to achieve reliable
results.
3.
Page 6 of 16
3 Methodology
A market research was conducted in NITK, Surathkal to measure the level of satisfaction
amongst Airtel service users.
Sampling method used: Convenience sampling, i.e. using the most accessible people,
who are willing to volunteer
Sampling
Students of NITK
Unit
Sampling
90
Size
(A sampling unit is one of the units into which an aggregate is divided for the purpose of
sampling, each unit being regarded as individual and indivisible when the selection is made.
The sample size of a statistical sample is the number of observations that constitute it. It is
typically denoted n, a positive integer.)
Dichotomous
b.
Multiple-choice
c.
Rating scale
d.
Intention to recommend
Page 7 of 16
4 Questionnaire
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Dear respondents,
We, the students of MBA Ist year, are conducting a market research to measure the level of
satisfaction amongst the Airtel service users. We request you to spare some of your valuable
time in filling up this questionnaire.
*********************************
SECTION A
1.
Gender
Male
Female
2.
Age
: _____
3.
Branch
: _______________________________
4.
Semester
: _________
SECTION B
1.
2.
1-2 years
2-3 years
3.
Postpaid
Broadband
Others ___________
Caller tunes
Blackberry
None
Page 8 of 16
4.
Excellent
Very Good
Good
Fair
Poor
1 ___
2 ___
3___
4___
5___
5.
No
(ii)
6.
7.
8.
How do you rate Airtel compared to the connection you previously used?
Excellent
Very Good
Good
Fair
Poor
1 ___
2 ___
3___
4___
5___
How many times have you contacted Airtel customer care in the past?
Less than 5 times
No response
Satisfied
Page 9 of 16
Dissatisfied
9.
10.
Highly dissatisfied
Probably recommend
_____________________________________________________________________
5 Analysis
5.1
Duration of Usage
Page 10 of 16
5.2
Connection Type
5.3
Airtel Services
Page 11 of 16
5.4
5.5
Page 12 of 16
5.6
5.7
Page 13 of 16
5.8
5.9
Page 14 of 16
6 Conclusion
After the survey of 100 sampling units we came to the following conclusions according to the
statistical data:1. Maximum of the users using Airtel were between 0-1 years.
2. The connection type used is mainly prepaid.
3. The GPRS/MMS were the features that attracted the customers and were the reason for
use of Airtel Connection.
4. The quality of Airtel network was judged to be very good.
5. The
6. The use of Customer Care service was very less.
7. The Customer care service was also adjudged to be good in service.
8. Maximum of 74% persons gave their view as Airtel being a connection with good
schemes.
9. About half of the persons pointed to make recommendations of Airtel.
10. Maximum of the persons didnt provide any suggestion but reducing the call tariff was an
important issue next to it.
Page 15 of 16
7 References
1.
Kotler, Philip; Keller, Kevin Lane; Marketing Management; Edition 12e; Prentice Hall of
India
2. http://tutor2u.net/business/marketing/research_sampling.asp
3. http://www.apmf.org.sg/Topic4.ppt
4. http://www.icrsurvey.com/docs/Overview%20of%20Customer%20Satisfaction%20and
%20Loyalty.do
Page 16 of 16