A PROJECT REPORT ON

“CUSTOMER SATISFACTION SURVEY FOR RELIANCE BROADBAND PLUS (HSD)

INTRODUCTION
Telecom sector in India
ØThe telecom industry is one of the fastest growing industries in India. ØFDI inflow in Indian Telecom sector is the highest among all sectors. ØIt is emerging as telecom manufacturing hub. ØYear 2007 has been declared as "Year of Broadband" in India. ØRecent Developments: 3G Technology in India ØThe 3G technology provides for internet surfing, downloading, e-mail attachment downloading, audio-video conferencing, fax services and many other broadband applications.

CRM
ØIn order to survive and increase the market shares the company has to be very competitive and it has to grow acquiring new customers and retaining the old customers by Customer Relationships Management (CRM). ØCustomer satisfaction strategies adopted by the company make them success and help them to emerge as a market leader.  

COMPANY PROFILE
“Think big, think fast, think ahead. Ideas are no one’s monopoly.” - Sh.Dhirubhai H. Ambani

Board of Directors

•Mr. Anil D. Ambani - Chairman •Mr. Ramachandran •Mr.S.P. Talwar •Mr. Deepak Shourie •Mr. A.K.Purwar •Mr.Hasit Shukla

Company Secretary & Manager Auditors
•M/s. Chaturvedi & Shah
•M/s. BSR & Co.

Tariff Plan

Monthly Rental

COMPANY PRODUCT
Free Usage Bundled/Month

Extra UsageRoaming

Broadband+ Pay as Rs. 299/you go Broadband+ 512 Rs. 499/MB Broadband+ 10GB Rs. 499/@ Night Broadband+ 1 GB Rs. 650/Broadband+ 2 GB Rs. 750/Broadband+ 3 GB Rs. 850/Broadband+ 1 GB Rs. 849/day, 10 GB Night Broadband+ 2 GB Rs. 949/day, 10 GB Night

Anytime/Day Usage Night Usage Nil Nil 512 MB Nil 1 GB 2 GB 3 GB 1 GB 2 GB 3 GB 5 GB 10 GB 5 GB 10 GB 10 GB 10 GB 15 GB Nil 10 GB Nil Nil Nil 10 GB 10 GB 10 GB Nil Nil 10 GB 10 GB Nil 10 GB Nil

Effective Rental in Money back offer (for 12 months) Rs. 299/Rs. 499/Rs. 499/Rs. 650/Rs. 750/Rs. 850/Rs. 849/Rs. 949/Rs. 849/Rs. 899/Rs. 899/Rs. 1098/Rs. 1098/Rs. 1300/Rs. 1499/Rs. 1550/-

Rs. 2 / MB Nationwide* Rs. 2 / MB Nationwide Rs. 0.5/Min Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Citywide Rs. 2 / MB Nationwide Rs. 2 / MB Citywide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide Rs. 2 / MB Nationwide

Huawei EC 168 C

Broadband+ 3 GB Rs. 1049/day, 10 GB Night Broadband+ 5 GB Rs. 1099/Broadband+ 10 GB Rs. 1099/City Broadband+ 5 GB Rs. 1298/day, 10 GB Night Broadband+ 10 GB Rs. 1298/day, 10 GB Night City Broadband+ 10 GB Rs. 1500/Broadband+ 10 GB Rs. 1699/day, 10 GB Night Broadband+ 15 GB Rs. 1750/-

ZTE AC 8710

Day usage - 6 AM to 10 PM ; Night Usage - 10 PM - 6 AM

SCOPE OF THE STUDY
ØTo tap the future market. ØTo know about the sales potential. ØTo understand the business of Reliance Broadband Plus products in the market. ØTo study the factors affecting on reliance Broadband Plus services. ØTo retain the existing user and to convert the new prospects into buyers. ØTo identify the customer needs of Reliance Broadband Plus (HSD) customers which would help the company in formulating suitable strategies. Ø

OBJECTIVE OF THE STUDY
ØTo understand the requirements of individual & the corporate clients. ØTo formulate the plans to satisfy the requirements of the subscribers. ØBetter understanding of the various issues and challenges and working towards the opportunities. ØTo know on what basis does the subscriber prefer to any service provider. ØTo understand the frequency and the reason behind the consumer getting switch over to certain service provider. ØTo find out what Reliance should to do to lead the market.

RESEARCH METHODOLOGY
Research Design Sampling Technique Sources of Data Sample Size Area of Research Descriptive Research Probability Sampling: (Stratified sampling) Primary + Secondary 300 PUNE

qPrimary data: ØThe primary data are those which are collected fresh and for the first time, and thus happen to be original in character. ØHere primary data collection through discussion with the different respondents using questionnaire and interactions. q Secondary data: ØThe secondary data are those which have already been collected by someone else and which have already been passed through the statistical process. ØFor the secondary data ,made access of the intranet site of the company. Also the regular website of the company was also used.

Table No.3.1 Age Group wise distribution of customers: 5 3 2 1 Sr. No. Total Above 36-45 26-35 45 18-25Age Group

DATA PROCESSING & ANALYSIS
300 18 66 141 75 Respondents 100% 6%Percentage(%) 22% 47% 25%

Interpretation: Above figure shows that, 25% belong to age group 18-25%, 47% belong to age group 26-35, 18% belong to age group 36-45 and 6% above age of 45.

Table No.3.2 Income Level per month Tabulation: 5 3 2 1 Sr. No.

DATA PROCESSING & ANALYSIS
Total >20000 12000-20000 8000-12000 8000 Income Group 300 18 54 102 126 Respondents 100% 6%Percentage(%) 18% 34% 42%

Interpretation: The above bar graph analysis shows that 42% of the respondents belonged to the 8000/- and below income category, 34% belonged to Rs.8000 to 12000 and 18% belonged to 12000-20000 and 6% above income of 20000/-.

DATA PROCESSING Table No.3.3 & ANALYSIS Scaling About Reliance Netconnect Service:
6 5 3 2 1 Sr. No. Total Can’t Poor Satisfactory Good Very Say ScaleGood 300 15 30 120 75 60 Respondents 100% 5%Percentage(%) 10% 40% 25% 20%

Interpretation: The above bar graph revealed that 40% of the respondents service RIM as satisfactory. This is a telling comment. However the survey also found out that 20% and 25% of the respondents service RIM as very good and good respectively. There were 5% of the respondents who had nothing to say about the RIM. This is due to low service awareness and low penetration level.

DATA PROCESSING Table No.3.4 & ANALYSIS Qn.1. Price of Reliance Netconnect:
Sr. No. 1 2 3 5 Scale Very Good Good Dissatisfied Very Dissatisfied Total 78 204 18 0 300 Respondents Percentage(%) 26% 68% 6% 0% 100%

Interpretation: The above bar graph revealed that 68% of the customers had told price is good and 26% told very good but 6% of customers are dissatisfied so we can tell that most of the customers are satisfied with the price.

DATA PROCESSING Table No.3.5 & ANALYSIS Qn.2. Speed of the Reliance Netconnect:
Sr. No. 1 2 3 4 Scale Very Satisfied Satisfied Dissatisfied Very Dissatisfied Total 120 165 15 0 300 Respondents Percentage(%) 40% 55% 5% 0% 100%

Interpretation: From the above chart it is observed that nearly 55% of customers are satisfied with the speed and 40% of them are very satisfied, in Reliance Netconnect speed is the main feature which attracted the customers very well . There are no issues with the speed of the product.

DATA PROCESSING Table No.3.6 & Qn.3. Billing system of Reliance Communication:ANALYSIS
Sr. No. 1 2 3 5 Scale Very Satisfied Satisfied Dissatisfied Very Dissatisfied Total 45 168 72 15 300 Respondents Percentage(%) 15% 56% 24% 5% 100%

Interpretation: From the above chart it is been observed that 24% of customers are dissatisfied with the billing system. This is because of the misunderstanding in the billing system.

DATA PROCESSING Table No.3.7 & ANALYSIS Qn.4. Tariff plans of Reliance Netconnect:
Sr. No. 1 2 3 5 Scale Very Satisfied Satisfied Dissatisfied Very Dissatisfied Total 75 183 42 0 300 Respondents Percentage(%) 25% 61% 14% 0% 100%

Interpretation: The above graph shows that there are 61% of customers satisfied with the tariff plans and 14% of customers dissatisfied.

Table No.3.8 Qn.5. Issue resolution regarding the problems in Netconnect: Sr. No. Scale Respondents 1 2 3 4 5 Very Satisfied Satisfied Not Applicable Dissatisfied Very Dissatisfied Total 75 120 99 3 0 300

DATA PROCESSING & ANALYSIS
Percentage(%) 25% 40% 33% 1% 0% 100%

p rc n g e e ta e
40 35 30 25 20 15 10 5 0 v ery s tis a fied sa tisfied not a pplica ble dissa tisfied v dis ery sa tisfied
percentage

Interpretation: The above bar graph shows that 40% of customers are satisfied with issue resolution and 25% very satisfied and 33% of them told we don’t have any issues with the product.

Table No.3.9 Qn.6. Services in timely manner: Sr. No. 1 2 3 4 5

DATA PROCESSING & ANALYSIS
Scale Very Satisfied Satisfied Not Applicable Dissatisfied Very Dissatisfied Total 189 108 8 3 0 300 Respondents Percentage(%) 61% 35% 3% 1% 0% 100%

Interpretation:From the above chart it is revealed that 35% of customers are satisfied with service in timely manner and 61% very satisfied. So most of the customers don’t have any problem with the services in timely manner.

FINDINGS
Services provided by Retailers: All the retailers are providing good services like showing demo to the customer and checking the availability of the signal and installing the drivers and after sales services to the customers. Satisfaction: Most of the customers are satisfied with the services provided by the retailers. Reliance Netconnect is giving speed up to 3.1mbps.it is the main thing where customers are satisfied. Signal coverage also very good in the Pune & it is covering total Pune. Problems: There are problems like where net connect is disconnecting continuously due to changing in the CDMA mode to the HSD mode and some customers are facing billing problems due misunderstanding the tariff plans. Support from company: Most of the retailers ensnared that they are supported by the companies personnel & companies’ helpline.

COCLUSION
ü New products and new schemes are being offered by the telecom service providers. The need for large information capacity has grown tremendously due to the demand of real time information. Telecommunication has now become a major information transmission system and telecom has undoubtedly emerged as the most important industry in India. ü Reliance communications, an Anil D. Ambani Group of is very fast catching up with

the market by providing cheaper calling rates. The market strategies adopted by its executives are bearing fruits and the company although being the Second one to enter the market of DELHI & NCR has found a suitable niche and recognition in the consumer. ü But this is not a thing for self contentment as the survey reveals that in network, service and distributor, its place is very far behind to other competitors viz. Tata indicom is the competitor for the Reliance Netconnect. so to withstand the competition resources mobilization and technological innovation on the part of cos. To upgrade its quality of network and services is urgently called for Market access and growth is alright but the improvement of quality on the above counts is necessity of the time.

RECOMMENDATIONS
1.Promotional Activities: The company expand the budget allocation for promotional campaign. It has affected the sale service brand image of Reliance. Low supports in promotion have lead to fluctuation in sale. There may be some useful tools which can be summarized as follows:Advertising: Advertising should have a clear objective and message, which has not been found in recent ads. Reliance is a faster growing provider service in each state .every offers and schemes they should show with proper message for benefit to the customer. In busy life customer do not remembered any offers and which service we can provided for the customer therefore they should by force showing advertisement in growing market and among customer. Customers wants continuously exposure in Cable and Local newspapers. Persuasive Advertising : Now there is a need of persuasive advertising for Reliance service which can be moved into the category of “comparative advertising”. It will help the company to establish the superiority of its brand service through specific comparison of one or more attributes and features.

RECOMMENDATIONS
Technical Expertise: The advertisement should show the companies expertise, experience and pride in market the product service sale. Media A combination of print ads and TV commercial do a better job. Local ads and publicity should be giving more stress. Hoardings, banners, wall painting should be promoted, as some expenses are also beard by dealers. Ads on Cable network result greater audience attention. Schemes, gift offers etc. must be highlighted through Radio and Local newspapers. Sales Promotion: Cash discount Premiums Appointment of sale promoter Financial schemes Occasional Discount: The company may go for occasional discount offers or price off from time to time specially during any festival. Off season discount may also prove helpful to check fluctuating sales.

QUESTINNAIRE
Name of the respondent: ……………………………………………………………….. Occupation: ……………………………………………. Contact no: ……………………………………………. E Mail ID: …………………………………………………………………………

Q.1 Price of Reliance Netconnect………… a)Very good a)Very good a)Very good a)Very good a)Very good e) Very dissatisfied Q.6 Services in timely manner…….. a)Very good e) Very dissatisfied b) Good c) Not applicable d) Dissatisfied b) Good b) Good b) Good b) Good b) Good c) Dissatisfied c) Dissatisfied c) Dissatisfied c) Dissatisfied c) Not applicable d) Very dissatisfied d) Very dissatisfied d) Very dissatisfied d) Very dissatisfied d) Dissatisfied Q.2 Speed of Reliance Netconnect………… Q.3 Billing system of Reliance Communication for Netconnect…………. Q.4 Tarrif plans of Reliance Netconnect……… Q.5 Issue resolution regarding the problems in Netconnect……….

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