A MARKET SURVEY ON

“A MARKET SURVEY OF CUSTOMER SATISFACTION LEVEL TOWARDS THE AIRTEL VS. VODAFONE SERVICES” SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE BACHELOR OF BUSINESS ADMINISTRATION.

SUBMITTED BY
MANOJ KUMAR SAXENA BBA IV SEM. BAREILLY COLLEGE BAREILLY

UNDER GUIDANCE
MR.ALOK

BAREILLY COLLEGE BAREILLY

CERTIFICATE
Name ……………. Department……… Date……………… This is to certified that mr……………… is a regular student of B.B.A IV SEM and he has completed the market survey report on the topic,”………………………

Under my supervision. It is certified that the whole market survey report is based on his individual efforts and the analysis is found up to mark. I therefore recommend that the market survey report preparer by the candidate be sent for evaluation. Faculty name…………. Name ………………… Department…………… Date…………………..

PREFACE
In this decade, the great soft major viz. AIRTEL and VODAFONE dominates over the entire world. Both the companies are giving cutthroat competition to each other. They have the basic motto of defeating its competitors by implementing best of their marketing strategies, carrying out good advertisement and distribution network.

. I approached the entire area that comes under Bareilly I have also discussed the problems of various outlets with them which were common all over.To complete this project.

Cooperation. I take this opportunity to express my gratitude to all those people who have been instrumental in successful completion of my project. I extend my sincere thanks to my faculty guide Mrs.Acknowledgement "Sometimes our light goes out But is blown into flame by another human being. I also thank her for her valuable guidance and for being understanding and supportive comments and suggestions throughout my research. . Archana Sharma. guidance and coordination are required at various levels for the successful completion of a project. who helped me in all possible ways and constantly encouraged me throughout my research. Each of us owes deepest thanks To those who have rekindled this light" No work is a single man’s effort.

who have always been my source of inspiration and motivation.All errors. in the research are my sole responsibility. if any. . I would also like to express my gratitude towards my parents and friends.

CONTENT CERTIFICATE PREFACE ACKNOWLEDGEMENT CONTENTS INTRODUCTION COMPANY PROFILE KNOWLEDGE ABOUT COMPANY OBJECTIVE OF THE SURVEY RESEARCH METHODOLOGY HYPOTHESIS COLLECTION OF DATA QUESTIONNAIER DATA ANALYSIS AND INTERPRETATION .

after just ten years. creativity and a team driven ?to seize the day? with an ambition to become the most globally admired telecom service. As India's leading telecommunications company Airtel brand has played the role as a major catalyst in India's reforms. . has risen to the pinnacle of achievement. A spirit charged with energy.FINDING AND SUGGESSION CONCLUSION BIBLIO GRAPHY APPENDIX About Bharti Airtel Our Brand Airtel was born free. contributing to its economic resurgence. Airtel. a force unleashed into the market with a relentless and unwavering determination to succeed.

Telemedia services. to connecting India's leading 1000+ corporates. We also connect Indians living in USA with our callhome service.Today we touch peoples lives with our Mobile services. We deliver what we promise . Our Vision & promise By 2010 Airtel will be the most admired brand in India: Loved by more customers Targeted by top talent Benchmarked by more businesses “We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel.

Airtel Telemedia Services & Enterprise Services. 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 mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 94 cities. under a MoU with Wal-Mart for the cash & carry business. India?s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Ltd. Airtel comes to you from Bharti Airtel Limited. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long . world leader in financial protection and wealth management. The Bharti Group. Bharti has recently forayed into retail business as Bharti Retail Pvt. 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 businesses at Bharti Airtel have been structured into three individual strategic business units (SBU?s) . has a diverse business portfolio and has created global brands in the telecommunication sector.and go out of our way to delight the customer with a little bit more” AIRTEL BHARTI Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises.Mobile Services.

Each department and employee strives to be sensitive to the stakeholders and environment within their work context. Bharti encourages employees to take decisions and design business-linked processes that are sensitive to communities and environment. All these services are provided under the Airtel brand. It is an integral part of the way Bharti conducts its . Corporate Responsibility at Bharti Airtel Overview At Bharti. CSR is a way of life.distance services to carriers. Corporate Social Responsibility (CSR) in Bharti encompasses much more than only social outreach programs.

keeping in mind the following: Ethics.business. fairness and being correct Meeting and going beyond compliances and legal requirements Showing respect and sensitivity towards stakeholders and communities. These Values are: To be responsive to the needs of our customers To trust and respect our employees To continuously improve our services ? innovatively and expeditiously To be transparent and sensitive in our dealings with all stakeholders We encourage our employees to take decisions and design business processes. The essence of Bharti?s commitment to Corporate Social Responsibility is embedded in the ?Corporate Values?. and Nurturing the environment We practice our CSR beliefs and commitments through a three-pronged approach: Engaging with stakeholders Ensuring stakeholder sensitive policies and practices Undertaking programs for our employees. which stem from its deepest held beliefs. community and environment .

investing in consumer awareness campaigns to ensure safe use of mobile are some examples of the above. Processes and Performance. each employee is sensitized towards CSR issues and thus operations at the ground level are influenced. This is a clear demonstration & acknowledgement of the robust. . For example.Bharti Airtel sensitizes its employees towards CSR issues at various forums. At Bharti Airtel. our ?Mantra? for employee delight focuses on 5 Ps ? People. Employees Overview We believe that one of the most important drivers of growth and success for any organization is its people. social and economical aspects while taking business decisions. Such sensitization exercises have resulted in many socially and environmentally sensitive decisions on the ground. We feel that it is important that each employee should understand the importance of environmental. Bharti Airtel has been recognized among the Best Employers in the Country for two successive years ? being 14th in 2003 & jumping ahead of several other large conglomerates to an enviable position of the 2nd Best Employer in the Country in 2004. covers noise-making DG sets at extra cost. At Bharti. progressive. Confidence Plan for hearing impaired people. Pride. Passion.

and a key aspect of our business focus ?building a best-in-class leadership team that nurtures talent at every level. Our leaders strongly believe in facilitating and initiating activities that help employees manage their health and well-being. concierge services.? Employee friendly HR policies have been put in place.people as well as business aligned Human Resource practices. . which amply reflect the organization?s concern for its people. which helps resolve issues with mutual agreements. yoga classes to provision . From self-management workshops to aerobics sessions. no official meetings on weekends. strategies and plans. half day leave for birthdays. We encourage people to stand up against any unfair treatment for which we have the Office of the Ombudsman. Bharti Airtel follows an ?open door policy? to approach the management. which the organization has developed and implemented remarkably in a very short span of time. festival celebration with family. where employees can raise any issues regarding business and workplace conduct. gifts for anniversaries. we develop leaders who enable performance and inspire their people to unleash their potential. call center engagement programs etc. Bharti ensures transparency through the various communication policies. Some typical examples of these policies and practices include a family-day at office. These ?care? policies and practices are applied across the organizational levels without any discrimination. Regular Employee Communication Forums provides a platform for the employees to raise issues that require resolution. compulsory 10 days off. Our focus always remains to redefine leadership. five day weeks. Our people orientation reflects in our vision of being ?targeted by top talent?.

we have hired psychologists who undertake personal counseling sessions for employees. Apart from these specific engagements. we regularly organize health check up camps. The company provides Flexible Group Mediclaim insurance to all employees. the visiting shareholders could question the company?s ability to manage a business if they cannot manage their premises well? . accidents and hospital coverage for serious ailments. eye check-up camps and stress management sessions. if he does not keep the office clean. At many of our locations. Even a sweeper in the corporate office must understand that. we ensure that every employee keeps a check on his/her fitness. Some of our offices have opened gymnasiums/fitness facilities to ensure that the fitness fanatics do not have to worry about time constraints to remain fit.of relaxation/meditation rooms. This facility is also extended to employee family members at discounted rates. Bharti Airtel offers a flexible compensation structure to its employees wherein the employees have the flexibility to structure their fixed component of their compensation according to their requirements within the ambit of legislation. covering all kinds of illnesses. Tie-ups with leading health service organizations enable our employees to undertake periodical health check-ups depending upon their age.

. with a global team of CR managers working across the business with a presence in each local operating company. Our CR management mirrors the way we manage our business. It is part of our core business (see our strategy).About Vodafone Vodafone does not consider corporate responsibility (CR) as a mere philanthropic gesture or add-on.

. new CR challenges emerge.000 employees is to embed CR at every level in every local operating company. We conduct extensive stakeholder engagement to identify the issues most material to our business and shape our strategy accordingly. Achieving this means communicating with employees and creating an organisational culture where the instinctive course of action is the responsible course of action. Understanding our stakeholders and their priorities We recognise that as our business evolves. based on our Business Principles. Responding to stakeholders' expectations By listening to stakeholders and responding to their concerns.A key challenge in a company of approximately 71. Our approach to CR is to: Engage with stakeholders to understand their expectations Respond to stakeholders with our evolving CR targets and programmes Report progress back to our stakeholders. we have made significant progress in our CR programme.

When we established our CR department eight years ago. Vodafone is leading industry initiatives to help parents protect their children from potential risks related to mobile phones. we set out to be a recognised leader in CR.600 supplier CR assessments over the last four years.We have collected over six million handsets for recycling and conducted more than 3. . Experts and stakeholders generally agree that Vodafone is leading the industry on specific issues such as child protection and improving access in emerging markets. Vodafone has since then: been ranked third in a 2007 UK MORI survey asking NGOs and CR experts to name leading companies in CR topped a poll of the global CR community by Corporate Register to nominate the best CR report of 2007 won the ACCA award for best CR report in 2006 and for tax and public policy reporting in 2007 been consistently ranked among the top five companies in the Accountability Rating for the last three years continued to be included in the FTSE4Good and Dow Jones Sustainability Indices. Our products and services are expanding access to communications to people in emerging markets and reducing preventable exclusion. We are implementing our strategy to cut our CO2 emissions by 50% by 2020. See our performance and commitments.

Reporting our progress back to stakeholders We monitor CR performance across the Group through robust internal reporting systems. We report our progress to stakeholders through this Group CR website and our annual printed CR Review. Twelve of our local operating companies also publish their own CR reports to respond to the concerns of local stakeholders. The performance pages of this site are assured by Deloitte & Touche LLP. See their assurance statement. Our progress against targets is subject to external assurance. See more on our CR reporting. .

Africa and Australasia. innovate and anticipate key business trends. the US. This ‘window to the world’ allows us to constantly learn. Vodafone has a global footprint that spans five continents including Europe.Message from the Chief Executive Officer "At Vodafone. In each case. corporate responsibility plays a significant role in helping us achieve our global strategic objectives. I believe that designing corporate strategy in a responsible way is vital for ongoing commercial success and we therefore integrate CR into our strategy and activities on a daily basis." Arun Sarin. We believe that if you want to achieve commercial success on a sustainable basis. you need to conduct business in a responsible way. Asia. That’s why our commercial strategies are designed with good CR practice in mind. Chief Executive Corporate Responsibility (CR) is now well accepted in society and it’s rare to find a business that does not support the principle of responsibility. we are focused on numerous opportunities such as emerging markets. In our sector. aligning the commercial . mobile internet services and increased data usage.

it was the right thing to do and Governments mandated rural rollout as part of our license obligations. we often invested more than we were obliged to because we believed these communities also represented commercial opportunities if we designed and tailored our services specifically to their needs.opportunity with our CR objectives will form an important part of our success. Bringing telecommunications and internet access to poor or un-connected communities in emerging economies. innovative distribution models and the development of low cost handsets. This is . often in rural areas. Re-designing many of our services with these customers in mind was commercially viable and they are now helping to deliver like for like revenue growth of approximately 50% in India. 30% in Egypt and 20% in Romania. However. I would like to highlight how we are practicing this alignment in several areas including rural rollout. We invested in these communities as. Tailoring that meant smaller top up vouchers. improves quality of life and enables participation in economic activity. from a CR perspective. the mobile internet and the management of our climate impact.

My view is that when we can protect the environment and improve our company’s efficiency. growing a business on this scale could potentially have an adverse impact on the climate.both a commercial and CR win–win. social & economic impact We have conducted extensive research into the potential of mobile technology to improve people’s lives through our socio-economic impact (SIM) project. we must ensure that there is not a detrimental impact to the environment as a consequence. I believe that we can grow our business while also contributing more favourably to the environment and. So while serving these communities and generating strong revenue growth. As a company. Extending access to communications in emerging markets offers the single . without imposing significant costs or constraints on our operations. we are supporting the long-term sustainability of the business. importantly. We recently announced a new climate change commitment focusing on greener energy and improving our energy efficiency.

See accessibility.greatest opportunity for Vodafone to make a strong contribution to society. We have also conducted research into the use of mobile to improve the efficiency of healthcare services. In addition to the social and economic value of our mobile services. and other customers who find it difficult to use mobile phones. This is our most significant CR issue and forms a core part of our CR strategy. There are two key elements to our strategy on this issue: Bridging the digital divide by improving access for disadvantaged groups. Access to mobile communications can bring a wide range of social and economic benefits. our business makes a direct contribution to the global economy through the wealth we . particularly in emerging markets. Reducing preventable exclusion through accessible features and services for disabled and elderly people. Mobile technology can also play an important role in responding to disaster situations – we support emergency telecommunications in the aftermath of disasters through our Foundations.

CR strategy Our vision for 2010 is to be one of the most trusted companies in the markets where we operate. Expanding our business in emerging markets such as Africa and India is extending access to communications to people who rarely had the opportunity to use a phone before. Our five year CR strategy – developed in 2005 and continually evolving – is designed to help us realise this vision.generate and the jobs we sustain directly and among our suppliers. And our responsible approach to issues like privacy and content builds trust and grows our customer base in mature markets. Strategy Our business strategy and our CR strategy are inseparable. Meeting society’s needs creates enormous opportunities to grow our business. We also contribute to society through our social investment. It sets clear priorities to: Capture the potential of mobile to bring socio-economic value in both emerging .

and sustainable products and services Ensure our operating standards are of a consistent and appropriate level across the Group.economies and developed markets. This strategy is based on our assessment of the key CR-related opportunities and risks for our business. Our brand essence Vodafone's brand essence is: Red: For the passion and spirit that drives us. through broadening access to communications to all sections of society . These are prioritised through our issues management and risk assessment. People can trust us. Deliver progress against stakeholder expectations on the key areas of climate change. Rock Solid: We are dependable and empathetic. It also helps . a safe and responsible internet experience. A strong CR strategy is crucial to our Rock Solid brand essence. Restless: We're always challenging ourselves to improve.

" Passion for results: "We are action-oriented and driven by a desire to be the best.both through the services we provide and through the impact we have on the world around us." VODAFONE Vs AIRTEL ." Passion for our people: "Outstanding people working together make Vodafone exceptionally successful. In return." Passion for the world around us: "We will help the people of the world to have fuller lives .us to live up to our values. we must strive to anticipate and understand their needs and delight them with our service. Our values Our values (or Passions) describe the way Vodafone people are expected to behave within the business: Passion for customers: "Our customers have chosen to trust us.

Vodafone GPRS charges are highly unreasonable but when it comes to range & network vodafone is bang on target unlike Airtel whose network keeps on breaking specially in a local train. Network Strength This strength refers to how strong the signal are in city limits. I have heard that initially Hutch’s coverage not good (as compared to Airtel) but that’s understandable. As of today.. I have been using it for over a year and have never faced any difficulty. Use airtel only for their GPRS service otherwise Vodafone.. But the biggest negative point of Airtel is their pathetic customer care. you have to give somebody time to grow and establish network. it’s as good as Airtel (Maybe Better! [:)]) .Only Airtel’s GPRS service is good. The idiots sitting in their call center don’t have basic mannerism to talk also when it comes to GPRS technical part they are simply clueless & please don’t even think of connecting to their hindi customer service … they suck big time as they cant answer anything beyond what is in front of their computer screen. I can tell you Hutch is good in this. or how clearly can one hear voice over phone.

.. I was having a credit card so I was under the impression that . theres always a long (online ) queue.. they listen to your problems and genuinely try to solve your problem. but once you get thru’ your problem does get solved.. they have real good and professional staff.. I am not concerned about its state wise coverage as I do not hail from KK and hence do not travel much outside Bangalore! Staff Attitude There was some survey carried by I-dont-give-a-damn-who that says 80% of customers switch to competitors because of Indifferent Staff Attitude. Its staff got an attitude problem and they are the most misinformed/ignorant/indifferent persons I have ever seen in my life.. etc....Coverage How far/deep is the coverage area outside City Limits. It might be correct as Hutch is relatively new and again. I have heard that Airtel beats Hutch in all these areas.. you gotta give it some time to grow. You might say its very difficult to get to customer care. usually it was crowded like anything. I would say my 100% vote goes to Hutch.. No of towns covered in a state.. unlike airtel I have interacted with customer care guys of both Airtel and Hutch. here are few instances: To take a new connection I initially went to Brigade Road Airtel showroom. They know what they are talking about and are polite. This is where Airtel lags. on highways.

. The other day I was being spammed by SMS by some one I was not aware of. Man. activated my card in 1/2 hour. spamming frequency was so high that I wasn’t able to receive/make any calls. Around 3-4 days later someone higher up from Hutch called me to seek the status of my problem.. I called up care guys. She said that she was aware of my problem and they were trying their best to avoid future reoccurrence of the same thing. but the flip side was that I could not receive any SMS! Anyways I had no other option..my local deposit would be waived off (which is a norm everywhere) but the Airtel guy arrogantly told that not so and I would have to pay 1500 up front + as I was living in company accommodation.. suggested me a scheme (which I wasnt aware of) wherein I would save Rs 1500 on my bills. my life was back to normal..... I did the same and was relieved... He said no verification is required only a certificate from my employer would be enough (which I already had!) He waived off my local deposit. and was glad it had gone off. I got a busy line… tried for 3-4 days… but couldn’t get ... still they could try to trace the spammer. She called back in 5 minutes saying that the number was with a service with whom they did not have any tie up so nothing could be done. also suggested me to disable SMS service for a while... I was pleased! Lately after IUC came in existence I was having lots of confusions and I every time I tried to call up customer care. Then I went to hutch shop just opposite the Airtel one. the care guy was friendly.. she replied that though it wasn’t their problem. I was impressed.. I reenabled my SMS to check. Any 2 days later. my SIM cant be activated before the verification could be done + blah blah problems.

download images or games (I have Sony Ericsson T310). et cetra. a new hot line number was given to me… now using it I can directly call up customer care guy in 5 seconds! Now that’s what I call service :) I have had couple of –ve experiences from Airtel guys but if I include them here… it make this review too long and would make you runaway! Technology (Value Added Services) One can also choose a particular service depending on the extra features it provides. It’s the only provider with MMS. send unlimited number of MMS.through. . Hutch beats Airtel/spice/all-of-them-put-together easily. check Mails (rediff. I was getting irritated… Then one fine day I got a SMS from Hutch guys saying that since I was having difficulty in calling up hutch care. GPRS. For just 100 per month I could surf Net (unlimited) on my cell. yahoo. etc).

.OBJECTIVE OF THE SURVEY  A study of present & potential various market of AIRTEL AND VODAFONE.  The survey is also aimed at reviewing the competitiveness of various services by airtel and vodafone.  It has been based on a survey over the market and other behavior aspect.

. To find out the level of satisfaction regarding the services provided by airlet and vodafone.

• SAMPLE SIZE: Sample size is of eighty outlets. The questionnaire was designed by keeping all the objectives of study in mind.RESEARCH AND METHODOLOGY The study is based on primary data and secondary data required for the study which was collected through structured questionnaire. • METHOD OF DETA COLLECTION: . • SAMPLING TECHNIQUE: Sampling technique is simple random sampling. one is qualitative and another is quantitative. In data collection two types of data are used.

• RESEACH INSTRUMENT: Research instrument is questionnaire. .Method of data collection is survey method. .

GRAPH Which mobile services you own? INTERPRETATION : .

Which plan you prefer? .After the survey be have found mostly people are using airtel services.

Interpretation: Mostly prefer prepaid plan. Does offer free gift by mobile services provides affect your buying decision? .

Does your purchasing decision affected by the brand of the SERVICE? Interpretation .Interpretation: Most of the people say yes.

Most of the people say yes. For what purpose you buy the mobile phone? INTERPRETATION .

Most of the people use for business purpose. Are you satisfy with airtel services? Interpretation .

They have a great faith in the AIRTEL only a small segment of customer are unsatisfied. Only a small percentages of 30% were unsatisfied. . therefore a special attention should be given to the unsatisfied consumer to make them brand loyal and also for building up good relationship with them. INTERPRETATION As my main objective was to find out the level of satisfaction of consumers regarding services provides by AIRTE AND VODAFONE .For this purpose the question was asked to find out the member of satisfied and unsatisfied customer. The promotion of satisfied and unsatisfied customers was analyzed so that special attention may be given to the unsatisfied customers for building long term relationship with them. When the level of satisfaction was judged regarding services provided by AIRTEL AND VODAFONE.Most of the people say it is SATISFACTORY. Therefore it is clear that majority of customer arte satisfied with services and response of AIRTEL SERVICES.70% customer were satisfied.

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because of service technology.  PEOPLE like it’s very much.  Most of the consumer go for the AIRTEL SERVICES because of it’s safe design.FINDINGS After the survey we found the satisfaction level of AIRTEL AND VODAFONE.  A very high segment of PEOPLE goes for the name and goodwill of the airtel.  PEOPLE feel very comfort with this. .

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 Effort should be done for developing the concept of good relationship with consumers.  The price policy of the airtel is quite low as compare to other brand.  The company must have a service station with in the city.SUGGESSION  The company should provide free service for at least five times for new . .

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For this purpose a number of questions were asked to find out behavior of customer. This research is also done to know the views of the customer towards the services and quality provided to them by airtel. Due to delivery in customer need and expectations. it become a different task to satisfy every customer. therefore to satisfy each and every customer the important of building relationship with them existed.CONCLUSION This survey was done to indentify various problem and level of identify various problems and level of satisfaction of consumer. . so that efforts might done to satisfy them which would result in building long term relationship between the customer and company.

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in www. Kothari Literature from the web site www.com www.vodafone.google.BIBLIOGRAPHY I have used the following source for finding the data A. Research methodology C.R.co.com Authorized dealer in a city .airtelindia.

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: ____________________________________________ E-Mail : ____________________________________________ Age :____________ Gender:_______________ Education [ ] Undergraduate [ ] Graduate [ ] Post graduate [ ] Professionally Qualified Occupation [ ] Businessman [ ] Private Job [ ] Government Official [ ] Any Other .QUESTIONNAIRE PERSONAL PROFILE: Name : ____________________________________________ Address : ____________________________________________ Telephone No.

Which mobile services you own? [ ] Reliance [ ] VODAFONE [ ]Airtel [ ] Other Which plan you prefer? [ ]Postpaid [ ] Prepaid Does offer free gift by mobile services provides affect your buying decision? [ ] Yes [ ] No Does your purchasing decision affected by the brand of the SERVICE? [ ] Yes [ ]No For what purpose you buy the mobile phone? [ ] Official [ ] Business .

[ ] Household [ ] Any Other Which type of mobile services you make the best? [ ]Reliance [ ]VODAFONE [ ]Airtel [ ]Other Which brand provides us most economic services ? [ ]Reliance [ ]VODAFONE [ ]Airtel [ ]Other From where you collect the information regarding the mobile services? [ ]Newspaper [ ]Magazines [ ]Television [ ]Other Any Suggession : ______________________________________ ______________________________________ ______________________________________ .

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