Marketing Research and Quantitative Technique

Customer satisfaction survey of

Tata sky subscribers

MANGA SOWJANYA.KODEY, ROLL NO: 6SADIQ GILLANI, ROLL NO: 22

OBJECTIVEThe objective is to conduct a customer satisfaction survey of TATA SKY users based on various factors :

PRICE AND PACKAGES

QUALITY OF CUSTOMER SERVICE

PROGRAMES TECHNOLOGY

Executive summary

• BACKGROUND:We conducted a survey on the users of TATA SKY, by circulating a questionnaire of 20 questions to 40 users. Out of them 27 are male and 13 are female. The goal was to find out whether people using Tata Sky are satisfied or not

• FINDINGS:From our survey, conducted on Tata sky we found that more than 70% of the respondents prefer & suggest Tata sky and are satisfied.Based on the same survey we assume that most of the population act in the same manner.

Collection Of Data

Primary data: primary data is obtained by the field work

through the questionnaire we prepared.Secondary data:Secondary data regarding the product, services ,

packages, obtained from market survey

Interpretation: Among all, the age group of 20-30 prefer Tata sky the most. And it is preferred as an average product among the other age group.

1. What is your Age? A. 20-30 B. 30-40 C. 40-50 D. Above 50

Interpretation:Majority of the Tata sky subscribers are with in the income range less than 3 lakhs per month.

2. What is your family Income per month?

A. Less than 3 lakhsB. 3-4 lakhs C. 4-5 lakhs D. Above 5 lakhs

Interpretation:Tata sky got more popular through effective TV advertisement .Hence it increased its awareness and brand image so also the sales and market.

3. From where did you come to know about Tata Sky?

A. T.V advertisementB. Relatives C. Friends D. Newspaper

Interpretation-Tata sky is mostly preferred to Tata sky+ by consumers.

And so it is in demand and constituted about 57%

4. Which Model of Tata Sky you have ?A. Tata Sky B. Tata Sky+

Interpretation-Most of the subscribers preferred Tata sky because of its quality of picture and sound .The other features are also well preferred by the customers.

5. What is the reasoning for switching to Tata Sky Services?

A. Quality of picture and sound B. Various Schemes C. Live/record/pause/rewind D. After sales service

Interpretation:supreme package is the package system preferred the most by about 45% of the population.

6.Which package system do you prefer the most?

A . Economy Package bar graph 9B . South Economy Package 2C . Supreme Package 18D .Grand Package 9

Interpretation-On demand movies are preferred by most of the customers. The initiation of this function gained good market for the service.

7. Which function you like the most?A. Live record/pause/rewind B. On demand movies C. Search and seen banner D. Others

Interpretation:

50 % of the customers feels that the service prices are value for the money and 45% feels that they are moderate i.e. the prices are reasonable.

8.What you feel about the price paid for Tata sky services?

A . Costly bar graph B . Moderate C . Value for Money

Interpretation:Most of the customers prefer quarterly recharge for their

account

9. On what basis do you prefer to recharge your account?

A . Monthly bar graph B . Quarterly C . Half yearly D . Annual

Interpretation:Majority of the customers of about 80% contacts the Tata sky customer care for their

service problems

10. If you face any problem in your DTH service to whom will you approach?

A . Customer Care B . Retailer C . User of same DTH D . Friends

Interpretation:In case of delay in payment Majority (47.5) of the customer’s services are terminated after a grace period of about a week of the customers

11. In case of delay in payment when will the service be terminated?

A . Within a week B . After 5 days C . After a week D . Next Month

InterpretationMore than 50% of the customers do

not have a problem with the connectivity

12. Do you receive uninterrupted signal or reception during bad weather?

A . Yes B . No C . Sometimes

Interpretation:The DTH customer service is ranked good by 40% & satisfactory by 42.5% of

the customers

13.How do you feel about the customer care centre provided by our DTH service?

A . Satisfied bar B . Good C . Need to Improve D . Not Satisfied

InterpretationMost of the customers are satisfied with the services

provided.

14. Are you Satisfied with the services offered?

A . Highly Satisfied bar B . Satisfied C . Dissatisfied D . Highly Dissatisfied

InterpretationThe customer care services are

satisfactory as 70% stated good & 20% graded excellent. But need to improve

still for excellence.

15. Please rate our Customer care services

A . Excellent B . Good C . Average D . Poor

InterpretationProduct and services are

rated average.

16.How do you rate the product and services on a scale of 1-5 (1=Highest, 2=good, 3= average, 4=poor & 5=Lowest)?

a.1 highestb.2 good c.3avg d.4 poor e.5 lowest

InterpretationAs most of the customers are satisfied with the services offered by Tata sky, they are willing to recommend Tata sky to their friends and relatives.

17. Will you recommend about Tata Sky to your friends and relatives?

A . Yes B . No C .May be

CONCLUSION

From the survey we conclude that, customers in the age group of 20-30 with a monthly family income less than 3 lakhs prefer Tata sky the most, because of its price and package values, quality of picture and sound and other functions like on demand movies, uninterrupted signals during bad weather, customer care services.

ISKO LAGA DALA TOH LIFE ZINGALALA

Thank you..