A Contemporary Issue Report: CUSTOMER SATISFACTION SURVEY OF AIRTEL MOBILE SERVICES BHARTI AIRTEL (INDIA

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ACKNOWLEDGEMENT
I would like to take an opportunity to thank all the people in collecting the necessary information and making of the report. I am grateful to all of them for their time and wisdom. My project becomes a reality only because of cooperation of many people who had helped

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me in completing this project. I sincerely extend my gratitude to Ms. MEENAL SUKLECHA who has given me this golden opportunity to have an insight in the corporate world and who has been a source of guidance and support.

HARSHIT NAHAR MBA 2nd Sem

EXECUTIVE SU MMARY
The project aims at un derstandi ng the Marketing strate gies at Airte l and its impact on the perception of Airte l Ce llular Services. Research has demonstrate d conc lusively that it is far mor e costly to win a new customer than it is to maint ain an existing one. And the re is no better way to retain a customer than to ex ceed h is expectations. For this purpose it is essent ial to know the level of customer satisfaction. The focus of my research was the measurement of customer satisfaction level for the services 2

provided by Bharti Airte l. The research was done for the cor por ate clients of Bharti Airte l. My job w as not only to rep resent the C or por ate Sales Dept. and collect the feedb ack from the clients but also to get the major complaints resolved through inte rnal counseling. The re can be no better opp ortun ity to inte ract with the exte rnal as well a s the inte rnal customers of an organization. Finally the results of the research verify the fact that ke ping the customer satisfied e is the be st strate gy to not only retain the existing custome rs but also to exp and the bu sine ss to new horizons.

TABLE OF CONTENTS

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S.No.

Introduction

Page no.

1. 2. 3. 4. 5. 6. 7. 8.

Introduction Industry Introduction-Bharti group Literature review Research methodology Data interpretation & analysis Suggestions & Recommendation Bibliography Questioners

5 20 43 44 47 58 61 62

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The Indian Telecom Industry The Telecom Network in India the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to India’s GDP.

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e. • 1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for service in metropolitan areas. 6 . a monopoly run by the government’s ministry of communications. • Telecom Equipment market (2006-07) : US$ 17100 million. • More GSM Subscribers than Fixed line subscribers. • Expected to reach a mobile subscriber base of about 500 million by 2010 (i. • 1997 telecom Regulatory Authority of India created.21 million (june 2007). • Average Revenue per User (ARPU) for GSM : ~ US$ 6. • 1883 Merger With the postal system. New National Telecom Policy is adopted.82 per cent. • Handset market (2006-07) : US$ 4750 million.86 per cent (June 2007).. • 1947 Nationalization of all foreign telecommunication companies to form the Posts.Evolution-Indian Telecommunications: Milestones Year • 1851 First operational land lines were laid by the government near Calcutta (seat of British power) • 1881 Telephone service introduced in India. • Addition of new mobile subscribers per month (June 2007) : 7. • 2000 Dot becomes a corporation. • Teledensity : 19. • 1985 Department of Telecommunications (Dot) established. an exclusive provider of domestic and long-distance service that would be its own regulator (separate from the postal system). Introduction • Total telecom subscribers : 225. more than one phone for every household). • 1923 Merger of ETC and IRT into the Indian Radio and Cable communication company (IRCC). • Annual growth rate of telecom subscribers (2006-07) : 46.6 per month.34 million. BSNL. Telephone and Telegraph (PTT). • 1999 Cellular Services are launched in India. • One of the fastest growing cellular telephony markets in the world. • 1923 Formation of Indian Radio Telegraph Company (IRT).

it is expected that the industry will generate revenues worth US$ 43 billion by 2009-10. The market witnessed a growth rate of 33 per cent over the last year and recovered a CARG of 22 per cent for the period 2002-03 to 2006-07. mobile and Internet services. This growth has resulted in doubling the revenues of the telecom segment in the past three yeas. REVENUES OF TELECOM INDUSTRY:2002-10 2002-03 2003-04 2004-05 2005-06 2006-07 2009-10 0 10 20 30 40 50 US$ billion The Indian telecom market generated revenues of approximately US$ 20 billion in 2006-07. Very small aperture terminals (VSATs). BSNL and MTNL are the two largest operators in this segment. TELECOM SERVICES Basic Services Basic services encompass fixed wire line and Wireless in Local loop (WLL-fixed) services. public Radio Trunked Services (PMRTS) and Global Mobile Personal communications by satellite (GMPCS). The CAGR from 2006-07 is expected to stabilize at 21 per cent. MTNL is 7 . The Indian telecom industry can be dividend into basic. There are also some smaller segments such as radio padding services. Further.The Indian Telecom industry witnessed a CAGR of approximation 22 per cent from 2002-03 to 2009-10.

STAY CONNECTED Mobile services have led the spectacular growth of the Indian telecom industry.Currently.Indian majors such as BHARTI AIRTEL. Indian players 8 . such as Bharti and Reliance. Revenue from value added services are growing at 30-40 percent annually. whereas BSNL covers the rest of the country. the total number of basic services subscribers exceeded 50 million. the value added services such as SMS. All the operators predominantly provide voice services. TATA. GSM continues to dominate this segment by a large margin as compared to CDMA.present in Delhi and Mumbai. have registered notable growth. compelling them to intensify. chatting. 12 players are active in this segment. etc.13 million by the end of June 2010. conferencing. Services such as video conferencing and Closed User Group (CUG) facility are also gaining momentum. the Government-owned BSNL dominates the segment in terms of subscriber base. Fixed wire line users made up a large share of this. mobile internet service. GPRS service. Though private players. with the monthly addition of more than 6 million wireless subscribers. The total number of wireless subscribers escalated to 185. MOBILE SERVICES. INDIAN MOBILE SERVICES MARKET SHARE (Till quarter ending March 2010) India is one of the few countries in the world to have more GSM subscribers than fixed line subscribers. with a contribution of 83 percent.In 2006. The trends have paved the way for 3G services in India. which has a share of only 23 percent. The commoditization of voice services has been a major magnet for service providers. RELIANCE have forayed into basic telecom services. 3G service.

India currently stands at number two in the world in terms of minutes of usage. it remains well supported by the increase in subscriber base.have constantly reduced tariffs. However. mobile usage is on the increase. Notwithstanding a low ARPU. which in turn has led to a constant reduction in Average Revenue per User (ARPU). The ARPU for GSM service in India is much higher than that for CDMA service. TELECOM SERVICE PROVIDERS 9 . though the ARPU is declining gradually.

The private players occupy 75 percent of the subscriber base. MAJOR PLAYERS There are three types of players in telecom services: • State owned companies (BSNL and MTNL). TATA Indicom. • Forign invested companies (Vodafone-Essar. It has the largest market share in the GSM segment.Bharti Televenture leads the Indian telecom market. together hold close to two thirds of the internet services in India. BSNL and MTNL. CDMA services were introduced in India in 2002. the public sector operators (BSNL and MTNL) share the remaining pie. The company had more than 40 million cellular subscribers in May 2010. Despite stiff competition. Bharti Televentures. whereas. 10 . • Private Indian owned companies (Reliance Communication. However. Escotel. Reliance communications dominates the Indian CDMA mobile services segment. Bharti has been successful in retaining its position of leadership. the private operators are also catching up fast. The government owned service providers. Idea cellular . Spice communications). Bharti Airtel).

The group has a total customer base of 2 billion.9 per hundred by March 2009. Bharti Tele Ventures strategic objective is “to capitalize on the growth opportunities the company believes are available in Indian telecommunications market and consolidate its position o be the leading integrated in the Indian telecommunications market and consolidate its position to be the leading integrated telecommunications services provider in key markets in India. Together they have so far deployed around 23. which handles the NLD. with a focus on providing mobile services”. Bangladesh. 2000 the department of Telecom operations. The state controlled BSNL operates basic. Bharti’s footprint extends across 15 circles. which handles the mobile services in 16 circles out of a total 23 circles across the country. with a share of 21 percent of he entire subscriber base. Bharti has been a pioneering force in the telecom sector with many firsts and innovations o is credit. first Indian company to provide comprehensive telecom services outside India in Seychelles and first private sector service provider to launch National Long Distance Services in India. BSNL is also the largest operator in the market. & in Africa.000 km of optical fiber cables across the country. BSNL is now India’s leading telecommunication’s company and the larges public sector undertaking. 1995 for promoting investments in telecommunications services. internet and long distance services throughout India (except Delhi and Mumbai).BSNL On October 1. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. as of November 18. is no planning o overtake Bharti to become the largest GSM operator in the country. which became the third operator of GSM mobile services in most circles. coupled with approximately 1500 nodes and presence in around 200 locations. fixed line. BHARTI AIRTEL Established in 1985. In mobile. ILD. Its subscribers operate telecom services across India. The aim is o provide a telephone density of 9. first private basic telephone service provider in the country. broadband. cellular (GSM and CDMA) mobile.BSNL. Bharti operations are broadly handled by two companies: the mobility group. Government of India became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). and satellite based services. Bharti Tele Ventures Limited was incorporated on July7. data. BSNL will be expanding the network in line with the Tenth Five-year plan(1992-97). and the Infotel group. of which 15 billion are in India and 5 billion customers are in Shrilanka. MTNL 11 . 2010. ranging from being the first mobile service in Delhi.

but in doing so is likely to become a thorn in the side of Reliance communications Ltd.000 crore ($2. entering into national long distance operation.000 crore (US$13. along with Reliance Telecom and Flag Telecom.the first phase of a major expansion plan that it intends to fund through an ipo. is a cellular operator in India that covers 23 telecom circles in India. VODAFONE Vodafone Essar. is the flagship company of the Reliance Anil Dhirubhai Ambani Group. In the year 2003-04. The Reliance Anil Dhirubhai Ambani Group currently has a net worth in excess of 64. and Mumbai. Reliance Communications Limited. It ranks among the top 5 telecommunications companies in the world by number of customers in a single country. usually referred to simply as Vodafone. MTNL faces intense competition from the private players-Bharti. and has received additional GSM licenses to expand its network into three circles in Eastern India. Vodafone and Idea cellular. in western India.8 billion). founded by Dhirubhai Ambani (1932– 2002). widening the cellular and CDMA-based WLL customer base. expand the telecom network. While the market for fixed wire line phones is stagnating. and a net profit of 8.MTNL was setup on 1st April 1986 by the Government of India o upgrade the quality of telecom services.6 billion). Setting up internet allied subscribers. of India currently holds 56. is part of Reliance Communications Ventures (RCOVL). the company’s focus would be not only consolidating the gains but also to focus on new areas of enterprise such as joint ventures for projects outside India. IDEA operates in eight telecom “circles. the political capital.25% stake in the company. It was formerly known 12 . The company has also been in the forefront of technology induction by converting 100% of its telephone exchange network into the state of the art digital mode. Has a new ownership structure and grand designs to become a national player. RELIANCE COMMUNICATION Reliance Communications formerly known as Reliance Infocomm. introduce new services and to raise revenue for telecom development needs of India’s key metros-Delhi.” or regions. In the past 17 years.8 billion). according to parent company Aditya Birla Group. the telecom operating companies. The Govt. cash flows of 13.400 crore ($1. Reliance infocomm in mobile services. IDEA Indian regional operator IDEA cellular Ltd. the business capital. The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National Stock Exchange Limited.

GOVERNMENT POLICIES:FACILATING INDUSTRY GROWTH The Indian telecommunication system is governed by the Indian Telegraph Act.as Hutchison Essar. Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11.8 billion. The company now has operations across the country with over 113. which is the owner of the remaining 33%. The Telecom disputes Settlement and appellate tribunal (TDSAT) was also established at the same time. DOT. On February 11.1885 (ITA 1885) and the Indian wireless act. The whole company was valued at USD 18. handles important ad-hoc issues if any. its products are simply branded Vodafone. Despite the official name being Vodafone Essar. A prime ministerial council. policy making. The transaction closed on May 8.77 million customers. It is the second largest mobile phone operator in terms of revenue behind Bharti Airtel.1 billion. 2007. POLICY ENVIRONMENT The unprecedented growth of the Indian telecom industry has been well Supported by the policy reforms in the post liberalization era Telecom Sector reforms can be traced to the 1980s. and third largest in terms of customers. looks after licensing. Vodafone Essar is the Indian subsidiary of Vodafone Group 67% and Essar Group 33%.Further . the group on Telecom and IT (GOT-IT). Hinduja Group. It offers both prepaid and postpaid GSM cellular phone coverage throughout India with good presence in the metros. 13 . 1993. 2007.To streamline policy reforms and safeguard consumer interests. DOT established the Telecom regulatory authority of India (TRAI) in 1997. Another regulatory body is the wireless planning commission (WPC) under the aegis of the Ministry of Communication. and frequency management. It is based in Mumbai.DoT was split into Mahanagar Telephone Nigam Limited (MTNL) and Videsh Sanchar Nigam Limited (VSNL). in coordination with its arm. pipping Reliance Communications. Telecom commission. The department of Telecommunications (Dot) governs the Indian telecom industry. and Essar Group.when the department of posts and telegraph was disintegrated to form department of telecommunication.

While some of these regulations have been instrumental in ending the license regime. The establishment of he UALR (2003) eliminated the need for separate licenses for different services. which aimed at creating the right platform for the industry in India. UNIFIED ACCESS LICENSING REGIME (UALR) Unified licensing marked the end of the license regime in Indian telecom industry. INDEPENDENT RAGULATIONS Time and again. It helped in aligning convergent technologies and services.However. others have paved the way for industry growth. This does not take into account the national and international long-distance services and internet access services. the Indian government has devised various regulations aimed at augmenting the industry competitiveness. 14 . the real thrust began with the National Telecom policy in 1994. Players are now allowed to offer both mobile and fixed-line services under a single license after paying an additional entry fee.

In keeping with this. However. On the other hand. This actually subsidies the infrastructure costs of a service provider enabling access at receivers end. not adopting full mobility.50 percent of AGR for all service providers. as per the guideline of TDSAT. More than 95 percent of the ADC fund is dedicated to developing the rural infrastructure and services of BSNL. especially because rental for fixed-line services is low. All telecom operators are bound to contribute 5 percent of their revenues to this fund. ADC is estimated to amount to US$444 million. It is also slated to trigger further growth and increase the accessibility of services. Per minute ADC on incoming international calls has also been reduced. ADC supports incumbent operators in rebalancing the tariff during a transition period by providing buffer time. In this case. As the Indian telecom sector is witnessing exponential growth in a highly competitive atmosphere. as India already has a USO fund in place. it was felt that continuous reduction in tariff is also essential to sustain high growth in the number of subscribers. as service providers are free to use the technology of heir choice to provide access. it is expected o spur competition. Revision in the ADC regime is expected to be followed by further tariff reduction in telecom services. so that the benefit can be passed on to the consumers. WLL (M) players. many private players believe that ADC is a burden. need to pay only the fee for WLL (m) with mobility strictly within the Short Distance Charging Area (SDCA). Service providers also have the choice to switch to unified licensing.The UALR signaled the beginning of TRAI’s efforts to move towards a ‘service and technology neural’ convergence license. ACCESS DEFICIT CHARGE (ADC) Subsidizing the infrastructure cost ADC makes it essential for the service provider at the callers end to share a certain percentage of the revenue earned with the service provider at the receivers end in long distance telephony. TRAI has revised the ADC regime. ADC has now been reduced to 0. 15 . UNIVERSAL SERVICE OBLIGATION (USO) Building rural network In order to widen the reach of telephony services in rural India. ADC is charged from all service providers as a certain percent of their adjusted Gross Revenue (AGR). the sustainability of fixed lines assumes critical importance. In the future. For 2007-08. the USO policy was laid along with NP ’99.75 percent from 1.

domestic long distance. The government enforced USO contribution on all operators. This is a non lapsable fund and also absorbs any grants and loans from the central government. basic cellular. internet. a monopolistic DOT was solely responsible to USO. Currently. a reduction in the tariff level across all segments and the development of infrastructure. POLICY IMPACT At percent. including international long distance. private participation is permitted in all segments of the telecom industry. Later. In the performs era. India is the third largest deregulated telecom market in the world.except value added service providers – from 1 April 2002.Initially. the obligation lies with every stakeholder. The Indian government has continuously laid strong focus on the development of world class telecom infrastructure and the industry has witnessed synchronous policy changes 1999 onwards. Although it increases the cost burden for the telecom companies. its scope was expanded o include mobile services as well. Buoyed by this. radio paging. bringing it down to 2 percent as against the current 31 percent. the entry of numerous private players has triggered an improvement in the quality of services. This system was put in place to bridge the wide gap between urban and rural teledensities. USO helps in building telecommunication infrastructure in the rural areas. only basic service providers were under the purview of USO. etc IMPACT OF POLICY CHANGE ON TELECOM INDUSTRY 16 . In the revised context o open competition.

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GROUP BHARTI GROUP PROFILE Born Occupation Net worth Website June 15. Forbes www.com 18 . 1950 Ludhiana.9 billion USD. India CEO of Bharti Airtel $6.airtel. Punjab.

He is worth $6. Apart from his role at Bharti. Some of his other roles include being a Member of the Prime Minister’s Council on Trade and Industry. Sunil Bharti Mittal incorporated Bharti Telecom Limited (BTL) and entered into a technical tie up with Siemens AG of Germany for manufacture of electronic push button phones. and established the first company to manufacture push button telephones in India. In 1986. In his personal capacity. Under his inspiring leadership the company grew organically and inorganically. 2005 “Business Leader Of The Year”. BCL entered into a joint venture with Singapore Telecom International for a $650- 19 . Gradually he expanded his business and by early 1990s. covering the entire country by providing integrated telecom services. Soon. The $1.9 billion and the 6th richest Indian in the world according to Forbes Magazine. This gave him a chance to acquaint himself with the nitty-gritty's of marketing and advertising. he started his first business in 1976 with a capital investment of Rs 20. Sunil is an alumnus of Punjab University and has completed the “Owner/President management Program” from Harvard Business School. Co-Chairman of the IndoBritish Partnership and a Board Member of the Global GSM Association. His business was running smoothly but later on the government banned the import of generators as two Indian companies were awarded licenses to manufacture generators locally.1 billion (revenues) company runs India’s largest GSM. Sunil Mittal started a full-fledged business selling portable generators imported from Japan. In 1995. cordless phones and other telecom gear. when the Indian government was awarding licenses for mobile phone services for the first time. Bharti became the first telecom company to cross the 2-million mobile subscriber mark. Sunil was one of the first entrepreneurs to identify the mobile telecom business as a major growth area and launched services in the city of Delhi and the National Capital Region in the year 1995. In 1992. India. Bharti Cellular Limited also rolled out India's first private national as well as international long-distance service under the brand name India One.based mobile phone service. This company is now one of the largest manufacturers of telephones in the world. He spent a few years in Mumbai and in 1982. Institutional Investor. A first generation entrepreneur. Ernst & Young Sunil has always been a pioneer. Sunil Bharti has received several awards such as: • • • • “Best Asian Telecom CEO”. 2005 “Ernst & Young Entrepreneur Of The Year 2004”. Sunil Mittal was making fax machines. Sunil Mittal clinched Delhi cellular license in collaboration with French telecom group Vivendi. Economic Times. He is chairman & managing director of Bharti group. Sunil holds the position of the Honorary Consul General of the Republic of Seychelles in New Delhi.000. India”.Sunil Bharti Mittal is an Indian businessman. In 2001. Sunil Mittal founded Bharti Cellular Limited (BCL) to offer cellular services under the brand name Airtel. Telecom Asia Awards 2005 “Best CEO. He initially founded a number of trading concerns.

With powerful distribution and marketing capabilities. Leveraging its consistent performance. but has also continued to lead the industry in developing and providing innovative solutions and setting service delivery benchmarks. Transcend. OTHER VENTURES OF BHARTI Bharti Infratel Limited Bharti Infratel Limited is amongst India's leading telecom passive infrastructure service providers.a Joint Venture between Bharti Infratel. for various mobile operators across 18 states of India. Today. retail and residential real estate.million submarine cable project. RAD Data Comm. Its products and solutions are present worldwide. 20 . Sunil Mittal runs a successful empire with a market capitalization of approximately $ 2 billion and employing over 5. by 'Business Week'. distribution and marketing capabilities Beetel as a brand has achieved a leading market share in the telecom and allied product segments. Sanyo. Vodafone & Idea Cellular . Samsung. 2002 Award (World HRD Congress). constructing and managing over ten top of the line facilities for Bharti group companies and third party clients. Aastra Telecom. Avaya. Bharti Realty Limited has now forayed into developing quality commercial real estate in the central business district (CBD) areas of metropolitan cities. Actelis and Strontium. Beetel Teletech Limited Beetel is a leading global technology brand which offers a wide range of innovative products in the mobile phones. The company deploys.000+ towers and holds a 42%.000 people. Bharti Realty Limited Bharti Realty Limited is a young. Asus. spanning 35 countries in 5 continents. Polycom. He has been honored with several awards. Sunil Bharti Mittal was chosen as one of the top entrepreneurs in the world for the year 2000 and amongst 'Stars of Asia'. Beetel distributes a host of iconic brands like Blackberry. It has grown from strength to strength. Mumbai and Bangalore. and high end residential real estate in the Delhi NCR region. Apple.that has the distinction of being the world's largest tower company. Bharti Infratel has not only pioneered the passive infrastructure space in the Indian telecom sector. retail real estate in the up-market localities of metropolitan cities and in a few prominent cities of Punjab. IT peripherals and fixed line telephone segments. India's first ever undersea cable link connecting Chennai in India and Singapore. It has a vast footprint of over 30. vibrant and dynamic realty company with expanding interests in commercial. Spurred by its accomplished success and acquired expertise. Iomega. owns and manages telecom towers and communication structures. He also received IT Man of the Year Award 2002 from Dataquest and CEO Of the Year. Panasonic. Stake in Indus Towers Ltd .

Centum Learning Limited Centum Learning Limited provides end-to-end learning and skill-building solutions that enhance business performance to Bharti Group and several large corporates. institutions and farmers. dry groceries. Bharti Walmart Bharti Walmart is a B2B joint venture between Bharti Enterprises and Walmart for wholesale cash & carry and back-end supply chain management operations in India to serve small retailers. Centum Learning has received the Gold Award for "Excellence in Training" at the World HRD Congress. A typical cash-and-carry store stands between 50. hotel and restaurant supplies. personal and home care.000 and 100. manufacturers.in which offers UG and PG programmes in association with world renowned institutions. office supplies and other general merchandise items. Centum U Institute of Management & Creative Studies http://www.Comviva Comviva is the global leader in providing mobile solutions beyond VAS. clothing.centumu. 21 . accelerating revenue growth and enhancing customer lifetime value. It has also launched a new education initiative. The Company operates Cash & Carry stores under the Best Price Modern Wholesale brand.000 square feet and sells a wide range of fresh. whilst rationalizing costs. applications delivery platforms and customer-facing applications. frozen and chilled foods. All services are offered under the Airtel-Vodafone brand under a partnership to bring a range of Vodafone global products together with other exciting services from Bharti to customers in Jersey and Guernsey. Comviva’s solutions are deployed by service providers in over 85 countries and power services to more than 600 million mobile subscribers globally. Jersey Airtel and Guernsey Airtel Jersey Airtel and Guernsey Airtel are subsidiaries of Bharti group and offer mobile services on the islands of Jersey and Guernsey respectively in the Channel Islands (Europe). fruits and vegetables. With an extensive portfolio of solutions spanning VAS infrastructure. Comviva enables mobile service providers to enrich mobile users? lives. Centum Learning provides industry oriented employability programmes through a network of 130 Centum Learning Centers spread across 90 cities. 2010 and has been adjudged as one of the 'Top 15 Emerging Leaders in Training Outsourcing' 2009 Worldwide.edu.

Today. The company launched national operations in December 2006. Bharti AXA Investment Managers boasts one of the largest footprints for any AMC in the country during launch. Easyday stores are a one stop shop that caters to every family's day-to-day needs. Bharti AXA Life offers a range of innovative products and services that cater to specific insurance and wealth management needs of customers. Merchandise at easyday Market stores include apparels. general merchandise.Bharti Retail Bharti Retail is a wholly owned subsidiary of Bharti Enterprises. Bharti AXA General Insurance Bharti AXA General Insurance is a joint venture between Bharti Group and AXA Group. meat shop. 22 . Indus Towers: Indus Towers. provides services to all telecom operators and other wireless service providers such as broadcasters and broadband service providers on non-discriminatory basis. Bharti AXA Life Insurance Bharti AXA Life Insurance is a joint venture between Bharti and AXA Group. The company is one of the fastest growing in the general insurance segment and is the first in the industry to receive dual certifications of ISO 9001:2008 & 27001:2005 within the a year of launching operations. Bharti Retail provides consumers a wide range of good quality products at affordable prices. appliances. The company offers an extensive product range for retail. The Company operates easyday neighborhood stores and compact hypermarket stores called easyday Market. This indicates the retail focus of the AMC. fruits and vegetables among others. With best practices brought in from world leaders in financial protection. rural and commercial clients with cashless facilities in over 4000 hospitals and 1600 garages as well as 24/7 multi-modal claims registration Bharti AXA Investment Managers Bharti AXA Investment Managers Private Limited is a joint venture between Bharti and the AXA Group. mobile phones. Bharti AXA Investment Managers aim to be an aggressive player in the Indian Asset Management Industry. which operates in 16 telecom circles across India. Bharti AXA Life has a national footprint of distributors trained to provide quality financial advice and insurance solutions to the large Indian customer base. Bharti Group (42%) and Aditya Birla Telecom Limited (16%) and is India’s leading mobile towers company. home furnishings. a JV between Vodafone Essar (42%). With a presence in more than 34 locations across the country within one year of the launch. The company.

Ltd: FieldFresh Foods Pvt.FieldFresh Foods Pvt. a joint venture company between Bharti Enterprises and Del Monte Pacific Ltd. BHARTI AIRTEL LTD 23 . Ltd. The company produces markets and distributes farm fresh products. The company offers branded FieldFresh fruits & vegetables across India and international markets. including Europe and the Middle East.

 Company shares are listed on The Stock Exchange.  Airtel brand is headed by Sunil Bharti Mittal. formerly known as Bharti Tele-Ventures Limited (BTVL).  India’s First Telecom Company that provides telecom services in all the circles.  The company also has a submarine cable landing station at Chennai.  Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises.  Airtel provides mobile & fixed wireless services using GSM technology across 23 telecom circles .  Per Share price of Airtel in BSE is Rs 345 ( 8th December 2010) 24 .  More than 20 crore subscribers as on 17thNovember 2010. Mumbai (BSE) and The National Stock Exchange of India Limited (NSE).  India's largest and world's second largest cellular service provider.ABOUT BHARTI AIRTEL • Bharti Airtel. which connects the submarine cable connecting Chennai and Singapore.

ORGANIZAIONAL STRUCURE OF BHARTI AIRTEL Mr. Sunil B. Mittal Chairman & Group Managing Director Mr. Akhil Gupta Joint Managing Director and Chief Financial Officer 25 .

music services such as ring back tones & many more. Airtel Innovations Airtel is changing the way India communicates by offering innovations that not only add value to people’s lives but also deliver an unmatched customer experience.  Provide electronic recharge for mobile phones. Ericsson. Nokia. 26 .  Initiate music retailing in the world with “Easy Music” and the first to offer a Lifetime Pre-Paid service.324 crore Closing BSE share price = Rs. Singtel (Singapore Telecom).  Provide innovations such as Bollywood movie premiers. Airtel was the first to. Rajan B. 350 Airtel Partnerships Airtel partner’s with world’s finest companies like Vodafone.Mr. Manoj kohli President Market Capitalization of Bharti Airtel (As on Nov . 2010) Approx Rs. Mittal Joint Managing Director Mr. IBM and many more to bring the best of products& service to you. 99.

Mehrauli Road.Contact Bharti Airtel Ltd. 27 .110 030 Tel No. Bharti Foundation sets up Bharti Centre for Communication in partnership with Indian Institute of Technology. Digital TV interactive. Bharti Airtel crosses the 100 million telecom customers mark. Bangladesh. New Delhi. Bharti Telesoft renamed `Comviva'.: +91 11 4166 6000 Fax No. Bharti Walmart launches first Cash & Carry Store under Best Price Modern Wholesale brand. (A Bharti Enterprise) Qutab Ambience (at qutab minar). 2009 Bharti Airtel launches its services in Sri Lanka (2G/3G network). Bharti Airtel acquires the mobile operations of Zain in 15 African countries. Bharti Airtel and Alcatel-Lucent form JV to manage Bharti Airtel's pan-India Broadband and Telephone services. MILESTONES:2010 Bharti Airtel acquires 70% stake in Warid Telecom. Becomes the fifth largest mobile operator in the world. Bharti Airtel launches IPTV service. Bharti Airtel enters into a legally binding definitive agreement with Zain Group to acquire Zain Africa.: +91 11 4166 6011/12. Mumbai. Bharti change their logo in November.

2006 October: Bharti announces agreement with Vodafone marking the entry of the world’s largest telecom operator into India. Global money transfer pilot project launched in India by Bharti and GSMA. May: Jersey Telenet ltd subsidiary of Bharti Global. Bharti wins second telecom license in Channel Islands. Mittal is “CEO of the year” at the frost & sulliban Asia Pacific ICT awards 2006 & Bharti Airtel bags “wireless service provider of the year” and “Competitive service provider of the year”. Ericsson and Bharti sign managed capacity expansion contract for rural in India. Bharti Tele Ventures is the “Indian Mobile Operator of the year 2005”. August: Bharti enterprises and AXA Asia Pacific Holdings ltd announce partnership for a life insurance joint venture in India. February: Bharti group has an arrangement to buy 5. CNBC TV 18 and Airtel bring India business leader awards 2005. July: Bharti gets “AAA / Stable” rating by CRISIL. For US $ 1. 2500 Crores net profit for Q1 FY 06 crosses Rs. 28 . January: Sunil B. June: Business week features Bharti Tele Ventures amongst the top technology companies in the world.500 Crores for the first time. Bharti delivers another first announces innovative out sourcing to enhance quality of customer services. Bharti tele ventures amongst top three companies in the latest ET top 500 companies ranking. Airtel chosen as “Most Preferred Mobile Service” by CNBC Awaaz Consumer Awards. granted license to operate telecom services in Jersey in Europe. Bharti foundation wins golden peacock award for corporate social responsibility. June: Sunil B. Mittal chosen for this year’s Padma Bhushan Award. 2007 November: Bharti and Wal-Mart sign memorandum of understanding. Bharti televentures: revenue exceeds Rs. Nokia and Bharti sign managed services and GSM / EDGE expansion contract in USD 125 million deals.2008 March: Bharti enterprises announce new apex level strategic organization structure. September: The hon’ble prime minister of India inaugurates the field fresh agri centre of excellence.6% direct interest of Vodafone in Bharti Airtel ltd.6 Billion. September: Bharti wins Silver Trophy at the CII NATIONAL SIX SIGMA AWARDS. Bharti tele ventures add another first by winning the prestigious “MIS ASIA IT EXCELLENCE AWARD 2005”.

Airtel adds another first. 29 . April: Bharti tele ventures: FY05 net profit up 132%. Paul J Ostling & N R Narayan Murthy Award him the accolade. Bharti enterprises & DE Rothschild announce a 50-50 JV for export of fresh fruits and vegetables. chairman and managing director. May: Sunil Bharti Mittal gets “the Frost & Sullivan CEO of the year” award. Touchtel launches voice portal & music messaging service. November: Sunil B Mittal. music. June: Bharti forms new SBU – “Enterprise Business” to offer comprehensive solutions to corporate customers. offers money back guarantee to its customers in Andhra Pradesh. January: Airtel becomes the first GSM Operator in the country to cross the 10 million customer milestone. Mittal. Bharti & Nokia join hands to build & manage “MEGA” Networks. 5.000 crores revenues for the year . April: Bharti migrates all 15 cellular licenses to Unified Access Service License. July: Airtel becomes the first mobile operator to cross one lakh customer mark in Himachal Pradesh. Bharti enterprises gets “The Best Asian Telecom CEO” Award. Airtel enters into an exclusive tie up for “lakshya”. Bharti Enterprises. Airtel “Express Yourself” campaign wins two “Silvers” at the prestigious AAAI Awards for brand campaign of the year and best advertising film. Chairman & Managing Director. Amidst stiff competition from 37 advertising agencies. October: Airtel wins the “World communications best brand award”. Bharti Tele Ventures is Asia’s “Best GSM Carrier”. August: Airtel launches an “Independence Day” bonanza for its customers. Bharti tele ventures is the “Asian mobile news mobile operator of the year”.99. Bharti signs a landmark agreement with VSNL to share its National Long Distance backbone. Bharti Tele-Ventures crosses Rs. is the Ernst & young entrepreneur of the year 2004. September: Bharti tele tech introduces new standards of cordless telephony in India. 600 crores for the year. 1. mobile games & sports on the mobile.May: Sunil B. Airtel launches All India Anwhere Bill Payment facility.Earns net profit of over Rs. Bharti celebrates its 23 circle all India footprint by reducing roaming rates to Rs. Airtel live launched – the most comprehensive mobile portal featuring movies. 2005 December: Bharti has been adjudged as India’s second best employer by Hewitt associates. Airtel customers to gear live election updates.

30 .Bharti Tele-Ventures Ltd announces the successful completion of its Foreign Currency Convertible Bond (FCCB). Targeted by top talent. Bharti Charts A “Mega Expansion” Plan To Connect Over 2300 Towns In The Year 2004-05. Airtel becomes India's first mobile service to extend roaming services in Pakistan. July: Bharti Cellular quotes the highest amount of Rs. Bharti announces new strategic vision & framework to provide high quality integrated Broadband Network services. April: Bharti records topline growth of 67 per cent. March: Bharti and IBM announce first-of-a-kind business transformation agreement in global Telecommunications industry. November: Bharti Signs First NLDO Licence in India. & Chattisgarh.65 crore for the fourth operator for cellular mobile telephone service for Mumbai. NSE and DSE. February: Bharti to list on BSE.203. VISION 2010     By 2010 Airtel will be the most admired brand in India: Loved by more customers. May: Bharti Enterprises attracts equity investments of US$ 460 million for National Telecom Projects.P & Chattisgarh. 2002 December: Bharti launches India's first private sector National Long Distance service. October: Bharti crosses 1 Million customer marks in mobile services. Bharti Infotel Launches DSL service Under The Brand Name Touchtel DSL In M. Airtel Charts An Aggressive Expansion Plan For M.P. Benchmarked by more businesses . To Connect Over 55 Towns In The Year 200405. 2003 March: Bharti gets international long distance service licence. January: Sunil Bharti Mittal Adjudged Among Top Entrepreneurs In Business week Worldwide Poll.

marking the company’s 200 million customer milestone. It is backed by a re-branding exercise costing about Rs. IDEA International Long Distance • VSNL. BSNL AIRTEL Logo New logo Old logo Bharti Airtel. We deliver what we promise and go out of our way to delight the customer with a little bit more” PRESENT COMPETITION National Long Distance • BSNL. 350 crores. world’s fifth largest telecommunication company and India’s largest mobile service provider. “Dil jo 31 . TATA. The company has also launched a new tagline. VSNL. VODAPHONE. 2010. RELIANCE.“We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. launched its new brand (logo) on 18 th November. RELIANCE .

Rahman. Sri Lanka and Bangladesh while Ogilvy is taking care of the same in African nations. Airtel's old logo and Zain Telecom is equal to Airtel's new logo? Product Portfolio A Benchmark Portfolio Airtel Enterprise Services brings you to a bench mark portfolio of products and services to take care of unique communication needs. And after its $9-billion acquisition of an African telecom. Brand Union. inclusive and dynamic – representing the journey of the first Indian brand to go truly global”. Just to let you know. Our end-to-end communications solutions help you run your business @ease. Bharti Airtel. distributed in every possible media.” He also describes the new brand as “youthful. forming a mark for the brand and airtel.  Mobile Services. 32 . from a simple leaflet to a multi-crore television advertisement. Our services include the following:  Voice Services. international. Does that ring a bell? Brand’s new positioning is being handled by JWT in India. even Gap tried to attempt a similar one. pass laye” and signature tune by A. Airtel is present in every nook and corner of India. “Fifteen years ago Bharti airtel started its journey in India with a promise of delivering world class and affordable services… reinforces our promise to deliver innovative services and a superior brand experience to our 200 million customers across Asia and Africa. Call it a co-incidence if you like but the same agency is behind the Vodafone logo as well.chahe. Sunil Bharti Mittal announced. Chairman and Managing Director. It has the letter “a” in lowercase. The new logo of Airtel has been designed by a London based agency. So when a rebranding of such a company is being worked on. it is a big step! Sometime back. written in lowercase under it.R. the presence expanded to 19 countries across Asia and Africa.

   Satellite Services. Its service standards compare with the very best in the world. Recently. Airtel Enterprise Services voice services provide Free Dial – up Internet access that is bundled along with your Telephone connection from Airtel. Parallel ringing etc. the Government opened the fixed-line industry to unlimited competition. and Tamil Nadu & UP (West). Airtel has subsequently started providing fixed-line services in the four circles of Delhi. Airtel Enterprise Services also provide services like Audio Conferencing. Managed Data & Interest Services. brings to you a whole new experience in telephony.Product Portfolio Airtel Enterprise Services telephone services go beyond basic telephony to offer our users a whole host of value added services as well as premium add-ons. cost-effective. The company has several Firsts to its credit:  The First to launch full roaming service on pre-paid in the country.Airtel Enterprise Services. Airtel’s mobile footprint extends across the country in 21 telecom circles. especially for carrying Voice and Data traffic. Karnataka. Today. Voice . It is now promoted under the Airtel brand. Bharti gave Delhi its first mobile services – Airtel. we bring innovative. All you need to do is dial 1500 through your dialer. 33 . Each telephone connection from Airtel Enterprise Services is backed by a superior fiber-optic backbone for enhanced reliability and quality telephony. reliable and gives you unlimited Internet Access. comprehensive and multiproduct solutions to cater to all your telecom and data needs. These circles were strategically Selected so as to provide synergies with Airtel’s long distance network and Airtel’s extensive mobile network. that’s how Bharti has managed to win the trust of millions of customers and makes it one of the top 5 operators in the world. Managed e-Business Services Fixed Line Voice Services Bharti Airtel became the first private fixed. Haryana. In fact. From integrated telephone services for enterprises and small business enterprises to user-friendly for Broadband Internet Service (DSL). Mobile Services Established in 1985. It’s fast. Dynamic lock. and Virtual Calling Cards & Premium Rate Services. Toll Free Numbers. in terms of service and subscriber base. Three party conferencing. Bharti (Airtel) has been a pioneering force in the telecom sector. Hunting Numbers.Airtel enterprise services believe that these circles have high telecommunications potential. Madhya Pradesh. These and other technology benefits of Voice services from Airtel Enterprise Services are backed by 24x7 customer service and a team of highly trained engineers. Few of the value Added Services offered are calling Line Identification.line service provider in India. India’s premium telecommunication service.

Instant Balance Inquiry Subscribers can check their talk-time instantly by calling Airtel’s toll-free number. with trained. It’s simple to use and comes with a host of great features. multi-lingual staff to take care of all their queries and concerns. Easy Billing Airtel subscribers enjoy the luxury of viewing the details of their last 3 billing cycles and the convenience of paying their Airtel bill online. Airtel Pre-Paid Airtel pre-paid. 24 hour customer service Only Airtel offers subscribers the finest 24 hours customer service facility.  The First to deploy Voice Quality Enhancers to improve voice quality and acoustics. the ready cellular card from Airtel.  The First telecom company in the world to receive the ISO 9001:2000 certification from British Standards Institute. They can recharge as much as they feel the need to. The First to launch 32K SIM cards. 200 countries and over 1800 cities in India. Easy Recharge Airtel pre-paid easy recharge presents the world’s first recharge that lets subscribers decide how much they want to recharge for. makes everything that customers dreamt and believed. Airtel Post-Paid Airtel post-paid gives subscribers unlimited freedom to reach out to their special ones. Network Quality and Advantage 34 . possible. in their special way. National and International Roaming Access Airtel post-paid connection gives subscribers the convenience of one number across the globe in 300 international networks. Total Cost Control Customers can enjoy the liberty of total cost control with their Airtel pre-paid.  The First in Asia to deploy the multi band feature in a wireless network for efficient usage of spectrum.

EDGE* is a 3G technology that delivers broadband. Airtel Masala Subscribers can visit Airtels’ Fun Portal and Download Ring tones / Logos / Games / Wallpapers and much more just with a click of a button.airtelworld.  No call drops. including digital images. It allows consumers to connect to the Internet and send and receive data.  Quick call setup. Multi Media Messaging Airtel has also made sending and receiving multimedia message possible.  Seamless coverage. both for work as well as their personal requirements.like data speeds to mobile devices. subscribers can send and receive MMS on their GPRS enabled phone. thus minimizing network congestion even during peak hours and in high traffic areas? The Dual Band Network optimizes Airtel’s current spectrum.  Secure connectivity to e-mail accounts without backend configurations. This gives enterprises the convenience of being connected to the World. Mobile Office Staying in touch when on the move with Mobile Office. Airtel has also been among the pioneers in launching Enhanced Data Rates for Global Evolution (EDGE*). thus offering:  Enhanced capacity to ensure better connectivity. 35 .com.  Voice quality enhancement.  Available across all Airtel circles.made to the requirements of the enterprise customer. from anyone anywhere in the world.  Access e-mails on handsets or laptop / PDA while on the move. Which means now it has two bands (900 MHz and 1800 MHz) to carry calls. Business Tools and Solutions Airtel Mobile Services brings the advantage of customized Business Tools and Solutions tailor. Just like SMS.  Possible with a GPRS handset and an Airtel connection. They can also receive Multimedia Messages even if they do not have a GPRS / MMS enabled phone by simply logging on to www.Airtel has introduced India’s first Dual Band Network.  Indispensable asset for traveling executives as it enables them to be in touch anytime and anywhere while roaming. web pages and photographs.  Improved indoor coverage. three times faster than possible with a GSM / GPRS network.

OBJECTIVES OF THE STUDY 1. By simple typing and sending their names to a specially defined short code they can get their contact numbers. Sales Automation Tools Airtel presents Sales Force Automation Solution – a customized menu based service. With this enterprises can now manage their sales force operations through the click of a button. Airtel has loaded rich services on its Airtel card. SMS Directory Airtel has introduced the smart corporate way of communicating with colleagues and close business associates. Florists. instantly. What’s more? Even the sales force need not visit the office to send reports or provide market updates. Now there’s no need to remember the mobile numbers / landline numbers of colleagues while on the move. Dial in Concierge Services: A new Airtel connection comes with special numbers.Advanced 32K Airtel SIM Card Customers can also enjoy a whole gamut of services with their Airtel sim card. users can experience Airtel’s various VAS services. Now there’s no need not worry about remembering series of numbers to avail various Airtel services. Restaurants.  Dial in Services. It’s a great way to conduct business on the move. Users can create their own groups. To make life easy and business more efficient. users can get information on Travel. Call Conferencing: This service enables users to talk simultaneously with up to 5 other people at the same time.  Voice portal. By simply dialing the relevant number from their phone book memory. 36 . Other Effective Business Tools Corporate Group Messaging: This feature allows users to send one SMS to multiple contacts. To measure the customer satisfaction and pinpointing the problems. By just scrolling down their menu. and Car Helpline etc. Stocks. As a result they can store 250 phone numbers and addresses and 20 SMS on their SIM card. Users also get enhanced memory on their Airtel SIM card. they can simply do all these via their Airtel mobiles.  Airtel Services. They can keep track of their sales force / their performance / and their requirements at any given point of time. any where in the world. communities in order to SMS all of them at the same time with reduced rates per SMS.

SCOPE OF THE STUDY  Whether the customers get real satisfaction with the service. 37 .  The study was restricted to the sample from the Mansarover.  This project studied on the basic criteria of knowing the degree of satisfaction regarding Airtel services. To examine mostly on what services customers feel happy and on what services feel unhappy with the services provided by Airtel.2. METHODOLOGY Research Methodology Research Instrument Contact Method : : : Survey Method Questionnaire Personnel Interview The questionnaire was the main tool used for securing the responses form the customers regard the companies products and services.

3. wants. 2. advertisement and sales promotion etc. Business magazines were also referred. research methodology. Internet was made use for the collection of the data. and opinions of the services provided by Airtel and suggestions were drawn. Secondary sources of data: Secondary sources are the other important sources through which the data were collected. & interviewed in Mansarovar. The Secondary sources helpful for study were: Textbooks like marketing management. 38 . 1. Secondary data Primary source of data: Meaning: primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. based on which data was interpreted. experts and specialties. Newspapers were also referred. Direct interviewing: Direct interviewing involved the process where I asked the questions directly to the retailers and got the feedback. Questionnaires: Its set of questions on a sheet of paper was being given to the respondents of fill it. DATA COLLECTIONS: The data collection is of two types. Jaipur. 2. 2. Primary data.The customers were contacted personally. Following are the few ways in which the data was collected: 1. They are: 1. These are the readily available sources of the data where one had no need to put much effort to collect because it is already been collected and part in an elderly manner by some researchers. Primary sources of data are the other type of sources through which the data was collected. The valuable information was collected from the customers respect to their needs.

. DATA INTERPRETATION & ANALYSIS PERIOD OF AIRTEL MOBILE SERVICES OBJECTIVE: To know how long the respondents have been using mobile services of Airtel. lecturers.  The collected information has been classified. documentation. the respondents have been selected and information has been collected. periodical. tabulated. Library survey: This was also undertaken for the collection of data. which are available in the library. PRESENTATION OF THE DATA:  A schedule of 18 questions has been prepared to suit the objectives of the study. analysis using mathematical tools like percentages and interpretations have been drawn. journals. Some journals were also referred.  After analysis.4. Sample Design Sample of 50 customers were drawn on random basis. TABLE: Period 0-1 Year 1-2 Years 2-3 Years Above 3 years No of respondents 20 15 10 5 39 . The main aim is to cover a majority of respondent’s allover Mansarovar Considering the convenience and time constraint.  On the basis of convenient random sampling technique. 5. and secondary data etc. age group is between 17 to 60 years those are businessmen’s. findings have been drawn and suggestions are offered. This type of research is based on books. housewives. the study is confined to Mansarovar. The sample of 50 customers. employees. students.

20% of the respondents have been using from last 2-3 years and remaining 10% of the respondents have been using from last 3 years. 30% have been using from last 1-2 years. TYPE OF CUSTOMERS OBJECTIVE: To know the percentage of Pre-paid and Post-paid customers. TABLE: Type of customers Pre-paid Post-paid GRAPHICAL REPRESENTATION: 40 No of respondents 40 10 .GRAPHICAL REPRESENTATION: Usage period of Airtel mobile services 25 20 15 10 5 0 1 2 20 15 10 5 0-1 yrs 1-2 yrs 2-3 yrs above 3 yrs INTERPRETATION: The above chart or table furnished the information as 40% of the respondents have been using recently.e. most of the respondents i.

Post-paid: Some of the customers are not receiving bills every month and not happy with the billing.e. Pre-paid: Some of the pre-paid customers are not happy with the hidden charges and call charges per minute. TABLE: Opinion Yes No GRAPHICAL REPRESENTATION: Satisfaction % of customer care officer 41 No of respondents 40 10 .Type of customers Postpaid 20% Postpaid Prepaid Prepaid 80% INTERPRETATION: The above table depicts the information is most of the respondents i. CUSTOMER CARE OFFICER RESPONSE OBJECTIVE: To know customers are satisfied with the response and services of customer care officer. 80% are prepaid customers and remaining 20% of the respondents are post-paid customers.

Customer care officer is not providing accurate information.85% is satisfied with the services provided by customer care officer and remaining 15% of the customers are not happy due to following problems. HOW MUCH TIME CUSTOMER IS WAITING TO GETTING CONNECTED TO THE CUSTOMER CARE OBJECTIVE: To know how much time the customer is waiting to getting connected to the customer care. TABLE: Time With in 5 minutes 5-10 minutes 10-15 minutes 15-30 minutes No of respondents 15 10 15 10 42 . sometimes not responded properly.90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes Yes No No 1 2 INTERPRETATION: The above table and chart furnished the information as most of the customer’s i.e.

45% of the customers are connected to customer care officer with in 5 min. TABLE: Opinion Highly Satisfied No of respondents 10 43 .25% are waiting 5-10 min to connect customer care officer. CUSTOMER SATISFACTION ON OVERALL PERFORMANCE OF THE AIRTEL OBJECTIVE: To know whether the customer is satisfied or not based on over all performance of the Airtel.GRAPHICAL REPRESENTATION: Waiting time to connect customer care 20 15 10 5 0 With in 5 min 5-10 min 10-15min 15-30 min INTERPRETATION: The above chart reveals the information as most of the customers i. 15% of the customers are waiting 10-15 min and 15% of the customers are waiting 15-30 min. So I suggest that increase the manpower at customer care centers.e. 35% of the customers are facing the problem of connection to the customer care due to the problem of busy network.

Satisfied Average Dis-Satisfied 30 5 5 GRAPHICAL REPRESENTATION: Satisfaction % on overall performance 70 60 50 40 30 20 10 0 Highly satisied Satisfied Average Dissatisfied 20% 10% 10% 60% INTERPRETATION: With the above table and acquired information I conclude that the most of the customers i. 44 .60% are satisfied on overall performance of the Airtel. 10% of the customers are satisfied as average. 20% of the customers are highly satisfied and remaining 10% of the customers are dis-satisfied on overall performance of the Airtel.e.

Customers are very happy with Airtel GPRS service as they can connect very easily using this service. 40 customers are using SMS. TABLE: Opinion Good Cheap Reasonable No of respondents 31 5 9 45 . CUSTOMER OPINION ON PRICING OF AIRTEL PRE-PAID AND POST-PAID SERVICES: OBJECTIVE: To know the customer opinion on pricing of Airtel services. 30 customers are using Caller Tunes.HOW FREQUENTLY CUSTOMERS ARE USING VALUE ADDED SERVICES OBJECTIVE: To know that how frequently customers are using value-added-services like SMS (short message service). TABLE: Value-Added-Services SMS Caller Tunes Airtel GPRS INTERPRETATION: No of respondents 40 30 25 The above table provided the information as most of the customers i. ROAMING & AIRTEL GPRS.e. CALLER TUNES. and 25 customers are using Airtel GPRS.

1 Go . 1 Ra nb .6 % od 0 INTERPRETATION: The above table depicts the information as most of the customers i. 18% of the customers opinion is prices are Reasonable. TABLE: Opinion Good No of respondents 45 46 .e. e so a le 1% 8 Cep 1% ha. CUSTOMER OPINION ON AIRTEL RELATIONSHIP CENTRES OBJECTIVE: To know the customers opinion on Airtel relationship centers.More 5 GRAPHICAL REPRESENTATION: Customer opinion on Airtel services 7% 0 6% 0 5% 0 4% 0 3% 0 2% 0 1% 0 0 % M re o Ra nb e so a le Cep ha Go od M re 1 % o . 11% of the customers opinion is Cheap and remaining 11% of the customers opinion is prices are more when compared other networks. 60% opinion is good.

Poor GRAPHICAL REPRESENTATION 5 Customer opinion on Airtel Relationship Center 10% Poor Good INTERPRETATION: 90% The above table furnished the information as most of the customers i. WHY DID THE CUSTOMERS CHOOSE AIRTEL OBJECTIVE: To know why did the customers choose Airtel? TABLE: Reason Network coverage Offers Roaming Others No of respondents 40 5 2 3 GRAPHICAL REPRESENTATION: Choose % of Airtel 47 . 90% opinion is Good (Airtel employees responded properly) and rest of the 10% of customer’s opinion is Poor because of Airtel employees are not providing accurate information and not responded properly.e.

e. 80% have chosen Airtel based on the performance of network coverage. If Yes mostly on what services customer feeling happy and If No on what services customer feeling unhappy.80% 70% 60% 50% 40% 30% 20% 10% 0% INTERPRETATION: The above chart & table provided the information as most of the customers i. 4% of the customers have chosen based on Roaming because roaming charges are less and remaining 6% of the customers have chosen based on STD rates are convenient. 10% of the customers have chosen based on offers. good services. Network coverage Offers Roaming Others TABLE: Opinion No of respondents Yes 45 No 5 GRAPHICAL REPRESENTATION: Overall % of satisfied customers 48 . MOSTLY ON WHAT SERVICES CUSTOMERS FEEL HAPPY OBJECTIVE: To know whether the customer is satisfied or not.

e. NO: 10% of customers are feeling unhappy due to connectivity problem & hidden charges. 90% are feeling happy and remaining 10% of the customers feel unhappy with the services provided by Airtel. Yes No FINDINGS 49 . 20% are happy with GPRS service.90% 80% 70% 60% 50% 40% 30% 20% 10% 0% INTERPRETATION: The above table and acquired information reveals that the most of the customers i. YES: Under 90% of customers – 70% are feeling happy with network coverage.

Customers whoever is visiting out of state them feeling happy with roaming charges. 5. 90% of the customers highly satisfied with the performance of network coverage. LIMITATIONS OF THE STUDY 1. 3. 11. Time constraint 50 . 12. Some of the customers are facing the problem of Call dropping unnecessarily while talking on phone. Percentages of customers are still using airtel services. Hence to know the customer satisfaction primary data is more useful than the secondary data because primary data involves in customer interaction and collecting data with questionnaire and mailing where as secondary data helps in knowing the promotion activities and tariffs and network coverage. 9. Secondary data helpful to know what are the precautions to be taken in terms of promotion and pricing and placing. With help of primary data only by collecting data from customers we will know how many of them are really satisfied and how many of them are not satisfied with the services and promotions. 4. As it reached small villages to provide more coverage. 10. The study suffers from limitations related to aspects including time and cost factors. Customer care executives are not providing accurate information and not responded properly. 6. it was not possible to collect more data. 7. 8. With the help of secondary data we can’t find the results of actual customer we will know only the existing Customer and it is not possible to know that why the customers are left and why the customers are still using the Airtel with the help of secondary data. Hence to know the customer satisfaction level only the source available is primary data with the help of primary data only we can know the customer satisfaction. Time being major constraint. 2. Secondary data help us knowing the data regarding plans and offers.1. With the help of secondary data we will know the customer satisfaction. Most of the customers are waiting long time to connect the customer care. 2.

The reactions and attitudes are subjected to change according to the needs and time.is that survey had done only 7 weeks of period. 5. Customer care officers and Airtel relationship center should be well trained to provide the adequate and accurate information to customers. The report is strictly based on the opinions of the respondents and it is assumed that responses given by them are honest. 4. The survey was conducted at Airtel relationship centers. 6. Training programs should have to be held every month. Manpower should have to increase at customer care centers and Airtel relationship centers. Don’t keep customers at longtime ARC. The information was collected from sample of 100 customers only it may not fully represent the image of study. 3. SUGGESTIONS AND RECOMMENDATIONS 1. 51 .

http://www. call dropping.bsnl. The company should have to avoid hidden charges.aspx 4.in/about.co.in/glance/index. 3. It should have to avoid the billing problems and send bills every month with accurate charges to post-paid customers then company can gain the post-paid customers at large range. BIBLIOGRAPHY: 1.ideacellular. Company should concentrate more on customer service in terms the new features. http://www. It should have to increase the talk time.in/existingusers/pages/aboutus. To Provide International calls for all recharge cards not to buy separately another card. 5. http://delhi. 4.aspx 5. http://www. call duration and amount cutting.com/t-aboutus-ttsl-organization.tatateleservices. voice clarity.htm 2.mtnl.vodafone.net.com/IDEA. Airtel has reached 200 million customers with in the short span of time so I suggest that it should have to satisfy the existing loyal customers and to concentrate on the gaining of new customers by providing good offers and excellent services.portal? _nfpb=true&_pageLabel=IDEA_Page_AboutIdea 52 . 6. Company should provide better facilities in every out let like customer care centers and with the help of them they can educate customers about the Airtel services. http://www. Supply the pre-paid cards to retailer shops.2.htm 3.

cms 8.htm#ITG 7. http://airtel.indiatimes.gov. Are you a pre-paid or post-paid customer? 53 .dot.in/wps/wcm/connect/about+bharti+airtel/Bharti+Airtel/About+Bharti+Ai rtel/ QUESTIONNAIRE FOR CUSTOMER SATISFACTION Personal Information… Customer’s Name: Occupation: Age: Sex: Mobile No: 1. http://economictimes.6.com/articleshow/5049103. Since how long have you been using the services of Airtel? 2.in/osp/Brochure/Brochure. http://www.

As a privilege customer.Mostly on what services do you feel happy? Network coverage Caller Tunes Roaming Others No. What was the bad experience faced by you with Airtel? 54 . Yes. 5. Why did you choose Airtel? 4.Services? SMS Hourly / Daily / Weekly Airtel Live Hourly / Daily / Weekly Roaming Weekly / Monthly / Quarterly 8. II. What is your opinion on Airtel relationship center services? Good Bad 11. Is the customer care officer pleasing and courteous with you? Yes No 10. How much time are you waiting in getting connected to the customer care? 9. pre-Paid Post-Paid 3. are you satisfied with the services provided by Airtel? I.Added . What is your opinion on Airtel reaching 3-Million customers with in a short span of Time Schemes Value Added Services Offers Network 12. What are the problems you are facing with Airtel? 6. Did you find any variance on Airtel promises and commitments? Yes No 7.I. How frequently are you using Value .On what services do you feel unhappy? II.

On overall performance of Airtel are you satisfied? Highly Satisfied Satisfied Average Dissatisfied 14. Has your Query been resolved to your satisfaction? Yes No 15. Can I have your valuable suggestions and Measures So that it could provide better Services to the customers and lead the Telecom Industry? 55 .13. How long were you kept waiting at Airtel relationship center? < 5 Minutes 5-15 Minutes > 15 Minutes 16.

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