Cust Satisf Kk

8/10/2019 Cust Satisf Kk

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A PROJECT

ON

Customer Satisfaction Survey ofCustomer Satisfaction Survey of YOU TELECOM YOU TELECOM

With special reference to With special reference to(YOU TELECOM INDIA Pvt.Ltd. PUNE)

Submitted by

Mr.Kiran K. Koli

Under the guidance of

Prof.JAYANTHI M.S.

In the partial fulfillment for re uirement of the degree

MASTER OF BIUSNESS ADMINISTRATION (IT)(TRIME-VI)

Submitted to


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BHARATI VIDYAPEETH, UNIVERSITY, PUNEINSTITUTE OF MANAGEMENT AND

RURAL DEVELOPMENT ADMINISTRATION, SANGLI

This is certify that, the project entitled

Customer Satisfaction Survey ofCustomer Satisfaction Survey of

YOU TELECOM YOU TELECOMThi! i! being !ubmitted by"

Mr.KIRAN K. KOLI

Is a record of their own work carried out by them for theaward of the degree

"MASTER OF BUSINESS ADMINISTRATION"(IT)(TRIMESTER-VI)

Under my supervision & guidance duringacademic year-2008-2009.

Pr !. ARJUN P. GHATULE(DIRECTOR)

Pr !. A. A. GHATULE Pr !. JAYANTHIM.S.


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(H.O.D.)(GUIDE)

DEPARTMENT OF MANAGMENTSTUDIES

BHARATI VIDYAPEETH, UNIVERSITY, PUNE

INSTITUTE OF MANAGEMENT ANDRURAL DEVELOPMENT

ADMINISTRATION, SANGLI

DECLARATION

I undersigned hereby declare that the

project report entitled, "C#$t %&r S't $!' t *

S#rv&+ ! YOU TELECOM written and submitted

under the guidance of Pr !. JAYANTHI M.S. is my

original work. The empirical ndings in this report

are based on information collected by me. I have not

copied from any report submitted to Bharati

Vidyapeeth, une or any other university . Iunderstand any such copying is such liable in a

punishment in a way that the university authority

demits this.


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P ' & !angli

D't&

Y #r$ $ * &r& +,

Mr.

/ r'* /. /

ACKNOWLEDGMENT

I would like to place on record our e"treme

gratitude to our guide

Pr !. JAYANTHI M.S. for guiding me for

successful completion of the same.

I would also like to thanks to #irector Pr !. Mr.

Ar0#* P. G1't# & '*d #r H.O.D Pr .A.A.G1't# &

for their valuable suggestions.


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I also thankful Mr. R'0&$1 /'d'% $city %ead &

'orporate( of )ou Telecom vt. *td.India, une who

had provided me a good chance and a nice idea with

an inspiring help and guidance for accomplishing

project work.

Mr./ r'* /. /

IN#$%

&hapterno. Topic Page no.

I Introduction to the !tudyi. Introductionii. Objective of Studyiii.Research Methodologyiv.Limitation

II 'rgani(ation Profilei. Introduction of companyii. Organization chartiii. Product Profile


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iv. Objective

III Theoretical )ac*ground

I+ #ata Analy!i! , Interpretation

+ -inding , Sugge!tion

+I Appendii. uestionnaire

ii. !ibliography

&HAPT$/ N'0 1


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/e!earch Methodology

Research is a plan" structure and strategy of investigationconceived so as to obtain ans#er to research $uestion andto control variance.%he definition consists of three important terms plan"structure and strategy. %he plan is an outline of the research


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scheme and #hich the researcher id to #or&. %he structureof the research is a more specific outline or the scheme andstrategy sho#s ho# the research can be carried out andspecifying the methods to be used in the collection andanalysis of data. %he survey methods are chosen from thecross sectional studies so as collect detailed informationfrom a sample of large population. !esides it is economicalas more information can be collected per unit of cost.

Source of data collection

%he sources of data collection used for the research are.

'( Primary data)( Secondary data

'( Primary data*+%o collect the data from customer the

$uestionnaires are used the research techni$ue.uestionnaires is prepared by discussing #ith faculty of

IMR,- sangli college the discuss on is held #ithcustomer after deciding a sample group.


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On telephone and the personal meeting are done #ithcustomer and $uestionnaire is filled.

)( Secondary data*+ %o finalize the report secondary data is used itconsist of companies value line report the boo& related tostudies used from college library. %he detailed study fromthe boo&. %he information from internet also bro#sed andcollected for the project report.

2IMITATI'N

%here are some limitations that affect result" they

are"

%he researcher could not collect enough data. It #asthough to collect much data in fe# time spans.


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,ue to less time researcher could not study the #hole process in deep.

-s the company #as too far at distance" much time#ould consume in covering the distance from our

place to the company almost in one hour(.

&HAPT$/ N'03


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&ompany Profile

HISTORY

Set up in )//' by !ritish 0as as I$ara !roadband"

Y'U %elecom India Pvt Ltd became a 1itigroup 2enture1apital International 121I( o#ned company in )//3.


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Y'U %elecom is one of the earliest ISO 4//'*)///

certified internet companies" ensuring you of $uality

service #ith high speeds. One of the only companies to

have complete o#nership over the 5last+mile6 cable net#or& to your home" it has the advantage and the po#er to &eep

you connected at all times...

Y'U %elecom is a category 5-6 ISP and India6s first

ISO accredited broadband service provider. One of the

leading independent ISPs in India" Y'U offers high speedInternet" voice and video services through cable modem

platform to residential" SM7 and corporate customers in ')

cities. -s a part of its gro#th plans" Y'U is rapidly

e8panding its presence in other cities across the country.

Infrastructure

9O:6s over '';; &ms of optic fiber cable and


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cable infrastructure across ') operational cities Pune"

Surat" Mumbai" =avi Mumbai" 1hennai" -hmedabad"

>yderabad" 2isha&apatnam" 2adodara" 0urgaon"

!angalore" and Raj&ot(

%he net#or& has been put together by partnering #ith

companies li&es Motorola" -vvaya" 1ommscope" 1isco etc.

9O: employ over '7-%R7 (

+A2U$S

Team4or*


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Ae strongly believe that best solutions come #hen

#or&ing together #ith colleagues and customers.

Listen to and respect each other #hilst #or&ing

together to achieve mutually beneficial results. 1hec& #ith colleagues #hen unsure and ta&e their

help #hen needed.

1onflict is brought out into the open and dealt #ith

constructively until all parties are satisfied #ith the

result OR resolved according to agreed guidelines

Excellence

-l#ays strive to deliver #hat #e promise both to

internal and e8ternal customers.

1reate an environment of continuous learning and

improvement that enhance $uality of #or& force

leading to better customer e8perience.


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Leadership

- visionary" courageous and inspirational leadership is

core to our business.

It helps us lead #ith clients" lead #ith people andabove all attain thought leadership.

Ae believe in creating young leaders at all levels of

the hierarchy

Ownership

- vital element responsible for internal and e8ternal

customer good #ill is o#nership of actions and

deliverables.

7ach of us is fully accountable for retaining our

customers ensuring repeat business.

Customer Service

1ustomer is the reason for our e8istence and serving

them is our motto.

-l#ays ensure heBshe is completely satisfied #ith our

policies" terms" conditions and bill statements.

Ae ma&e it a point to ta&e hisBher suggestion to serve

better.


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LOCATION ACROSS INDIA

Ser5ice Area06 13 citie!


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Ahat is broadbandC

D!roadband is an al#ays+on gate#ay to a =e# Aorld ofInternet based services delivered at relatively faster speedto households E businesses. !roadband is a huge digital


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pipeline that lin&s consumer to the InternetFs deepening pool of ne#s" information" entertainment and data. %R-Ihas defined !roadband as Dan al#ays+on data connection#ith minimum speeds of );3@bpsD.

Ahat is internet over cable and ho# does it #or&C

ItFs an al#ays+on Internet service" #here high speedInternet is delivered over special cables laid for this

purpose" %his technology uses Giber and 1oa8ial cables todeliver Internet" that have a higher capacity and are more#eather resistant in comparison to %elephone cables thatare designed to carry voice only. 1able Internet uses a1able Modem to communicate bet#een your computer andthe Internet. It #or&s in very similar manner as the modemused for dial up connection" but converting your datare$uirements into a high speed form compatible #ith thefor the cable infrastructure. - cable modem has a capacityto transmit data at upto < Mbps" #hich is many times

higher than a typical ;3 &bps dialup modem.

Ahat is a cable modemC

1able Internet uses a 1able Modem to communicate bet#een your computer and the Internet. It interfaces bet#een the higher speed co a8ial cable and your P1. It#or&s in very similar manner as the modem used for dialup connection" but converting your data re$uirements into ahigh speed form compatible #ith the for the cableinfrastructure. - cable modem has a capacity to transmit


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data at upto < Mbps" #hich is many times higher than atypical ;3 &bps dialup modem.

Ahat is voIPC

voIP or 2oice over Internet Protocol is a revolutionarytechnology that allo#s you to ma&e calls using yourinternet broadband connection instead of your regular

phone line. It is generally used to ma&e international calls.

S$/+I&$S17 %he ServiceBs may be suspended in #hole or in part at

any time" #ithout notice" if the =et#or& fails or re$uires


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modification or maintenance. 9ou %elecom #ill ma&e all

reasonable efforts to minimize the fre$uency and duration

of such events

37 %he allotment of the 1ustomer I, #ill be made" and can be changed from time to time" by 9ou %elecom at its sole

discretion. 1ustomer shall have no proprietary right or

other interest in the I, allotted to the 1ustomer.

8( 9ou %elecom #ill not be liable to provide the same I, incase of loss of the 7$uipmentBhard#are


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:7 9ou %elecom reserve the right to initiate appropriatelegal proceedings in case of breach of any of these %ermsand 1onditions by the 1ustomer including non+payment of 1harges and dishonor of payment instruments furnished bythe 1ustomer against his dues(.

;7 %he 1ustomer shall be entitled to use the soft#areloaded on the 7$uipment only for the purpose of accessing

broadband services provided by 9ou %elecom and shall not be entitled to use it for any other purpose includingaccessing telecommunication services provided by third

parties e8cept as permitted by 9ou telecom(.


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BIBEWADIDECCENDHANKAWADIERANDWANE

!C ROAD"AN#LI MAHARA" ROADKAR$E ROADKAR$ENA#AR KATRA"KOTHRUDLAL BHADUR SASTRY ROADMUKUND NA#AR NA$I ETH

AUD ROADREMNA#AR UNE SATARA ROAD

SADASHI$ ETHSAKAL NA#AR

SENA ATI BA AT ROADSHI$A"I NA#AR SHUKRAWAR ETHSWAR#ATETILAK ROADWAKDEWADI

&'MP$TIT'/S '- Y'UT$2$&'M P+T.2T#.


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)/'A#)AN# PUN$

!roadband service in Pune is provided by various internetservice providers. >ere is the list and if possible" the tariffas #ell( of all the broadband providers in Pune.

!roadband is an internet connection #hich in India( is at+least );3 &bps and al#ays connected. 2arious plans offered

by broadband companies in India does not al#ays adhere to#hat is specified not al#ays connected(" but this is just#hat Hthey call as broadband.

)SN2 )/'A#)AN#!S=L is the biggest broadband service provider inPune. -re they are also the one offering the highest

band#idth in Pune. %hey have different plans timelimited" do#nload limited and unlimited( for homeand business users. %heir band#idth various from );3&bps to Jmbps. 9es" they are the only one providingJmbps band#idth to business users. 1hec& their tariff

here. !harat Sanchar =igam Ltd. formed in October")///" is AorldFs Kth largest %elecommunications1ompany providing comprehensive range of telecomservices in India* Aireline" 1,M- mobile" 0SMMobile" Internet" !roadband" 1arrier service" MPLS+2P=" 2S-%" 2oIP services" I= Services etc. Aithin aspan of five years it has become one of the largest

public sector units in India.!S=L has installed uality %elecom =et#or& in thecountry and no# focusing on improving it" e8pandingthe net#or&" introducing ne# telecom services #ith


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I1% applications in villages and #ining customerFsconfidence. %oday" it has about


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percent share in revenue terms.

!S=L has more than ).; million ALL subscribers and).; million Internet 1ustomers #ho access Internetthrough various modes viz. ,ial+up" Leased Line",I-S" and -ccount Less Internet 1LI(. !S=L has

been adjudged as the =:M!7R O=7 ISP in thecountry.

!S=L has set up a #orld class multi+gigabit" multi+ protocol convergent IP infrastructure that providesconvergent services li&e voice" data and video through

the same !ac&bone and !roadband -ccess =et#or&.-t present there are /.3 million ,ataOne broadbandcustomers.%he company has vast e8perience in Planning"Installation" net#or& integration and Maintenance ofS#itching E %ransmission =et#or&s and also has a#orld class ISO 4/// certified %elecom %raining

Institute.Scaling ne# heights of success" the present turnover of !S=L is more than Rs.?;'" J)/ million :S J

billion( #ith net profit to the tune of Rs.44" ?4/million :S ).)3 billion( for last financial year. %heinfrastructure asset on telephone alone is #orth aboutRs.3?/" /// million :S '


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years.

%he turnover" nation#ide coverage" reach"comprehensive range of telecom services and thedesire to e8cel has made !S=L the =o. ' %elecom1ompany of India.

!-SI1 %7L7P>O=7 S7R2I17

%he Plain old" 1ountry#ide telephone Service through?)"/// electronic e8changes. ,igitalized PublicS#itched %elephone =et#or& PS%=( #ith a host ofPhone Plus value additions.!S=L launched ,ata One

broadband service in anuary )//; #hich shall bee8tended to '4J cities very shortly. %he service is

being provided on e8isting copper infrastructure on-,SL) technology. %he minimum speed offered tothe customer is );3 @bps at Rs. );/B+ per month only.Subse$uently" other services such as 2P="Multicasting" 2ideo 1onferencing" 2ideo+on+,emand"

!roadcast application etc #ill be added.

I=%7R=7%


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@eeping the global net#or& of =et#or&s net#or&ed" thecountry#ide Internet Services of !S=L under the brandname includes Internet dial upB Leased line access"1LI based access no account is re$uired( and ,I-Sservice" for #eb bro#sing and 7+mail applications. 9ou canuse your dialup sancharnet account from any place in Indiausing the same access no 5'K))??6" the facility #hich noother ISP has. !S=L has customer base of more than '.Kmillion for sancharnet service.

!S=L also offers Aeb hosting and co+location services atvery cheap rates.

I=%7LLI07=% =7%AOR@

Intelligent =et#or& Service In Service( offers value+added services" such as*

Gree Phone Service GP>(India %elephone 1ard Prepaid card(-ccount 1ard 1alling -11(2irtual Private =et#or& 2P=(%ele+votingPremium Rae Service PRM(:niversal -ccess =umber :-=( and more

17LL:L-R MO!IL7 S7R2I17
http://www.sancharnet.in/


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Prepaid and Postpaid

!S=L6s 0SM cellular mobile service 1ellone has acustomer base of over ;.) million. !S=L Mobile providesall the services li&e MMS" 0PRS" 2oice Mail" 7+mail"Short Message Service SMS( both national andinternational" unified messaging service send and receivee+mails( etc. 9ou can use !S=L Mobile in over '3/countries #orld#ide and in )K/ cellular net#or&s and over'/// citiesBto#ns across India. It has got coverage in all

=ational and State >igh#ays and train routes. !S=LMobile offers all India Roaming facility to both pre+paid

and post+paid customers including Mumbai E ,elhi(.AIR7L7SS I= LO1-L LOOP

%his is a communication system that connects customers tothe Public S#itched %elephone =et#or& PS%=( usingradio fre$uency signals as a substitute for conventional#ires for all or part of the connection bet#een the

subscribers and the telephone e8change.1ountry#ide ALL is being offered in areas that are non+feasible for the normal net#or&.>elping relieve congestion of connections in the normalcableB#ire based net#or& in urban areas.1onnecting the remote and scattered rural areas.Limited mobility #ithout any air+time charge

SI-Y )/'A#)AN#

Sify is also providing pre+paid as #ell as post+paid


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Pune. %hey provide broadband for cellular phone users

as #ell as home users. 9ou can chec&out their plans in

here.

%here are some more second tier local broadband

service providers in various areas of Pune. If you more

details about them" let us &no# by comments. -irtel

from !harti also provides broadband services in Pune.

%hey provide broadband for cellular phone users as

#ell as home users.

%here are some more second tier local broadband

service providers in various areas. 78perience a

!roadband life and discover endless possibilities.

,o#nload your favorite songs" play e8clusive games"send or receive large documents photos as email

attachments on a lightening fast" secure E reliable

Internet connection. Aith -irtel

>igh speed !roadband" enjoy superior #ay to access

rich information of internet #ith enough fun E

learning for everyone. %o find out the -irtel broadband

E internet tariffs available in your city" please select


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your location from the drop+do#n. !roadband internet

definition as per the %R-I +-l#ays on connection

#ith minimum do#nload speed of );3 &bps.

T$T$ I'(I!O"

%ata Indicom !roadband is the broadband offering of

%ata 1ommunications Internet Service Limited"

India6s leading provider of International

%elecommunications and Internet Services.

=o# a part of the %-%- 0roup" %ata 1ommunications

Internet Services Limited is rapidly gro#ing its retail

and corporate presence under the %ata Indicom brand

through internet products li&e high speed broadband"

dial+up internet" net telephony and Ai+Gi.

%R-I %elecom Regulatory -uthority of India( has

defined broadband as H-n al#ays on data connection

having the capability of minimum do#nload speeds of

);3 &bps .

Po#ered by the commitment and technical e8pertise

of both companies" %ata Indicom !roadband offers


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you an internet e8perience that #on6t just change the

#ay you surf... it #ill change the #ay you live.

OR#ANI%ATION CHART


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Y&u telec&' r&(ucts

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)* Br&a(+an(

9O: %elecom offers high+speed data" voice and video

services through the Internet. Primarily" it offers high speed

Internet services to residential" corporate and SM7

customers. Gor corporate and SM7 customers 9O: offers

dedicated leased line to enable them to send huge amounts

of data. It is the first private ISP to announce ) Mbps plans

in )//K #hen 0overnment made it mandatory for all ISPs

to provide the service

,* Tr .le la/0C&n1er2ence

It is one of the fe# companies along #ith the large

telcos capable of offering %riple Play services. %his means"

through one connection customers can access broadband"

ma&e voice calls through Internet 2oIP( and #atch videos

digital cable %2(. 9O: offer these services to individual

customers in their residences and to corporate. Aith an

active broadband customer base of around '//"/// 9O: is

truly poised to be a major player in the %riple Play space.


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3* $&I

9O:6s Internet %elephony services holds I%SP

license( allo# users to ma&e International calls at

affordable rates. %o further enhance its 2oIP offerings 9O:

ac$uired -hmedabad+based ISP Ice=et in )//K" #hich had

strong 2oIP solutions.

9O: is also one of the first to introduce IP phones in

India. It is a fi8ed landline device that uses broadbandconnection instead of a telephone line to ma&e calls.

9O: offer international calling cards to enable people

#ith any broadband connection to ma&e 2oIP calls. %hese

cards are available in range of denominations. Aith 9O:

2oIP solutions customers can save up to K;+J/N of their

IS, bills.

-eature! and )enifit!


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)enefit!1heap International rates* 2OIP calls are &no#n to bemuch cheaper than e$uivalent services offered bytraditional phone companies. - single broadband net#or& isused to carry both voice and data. %his substantial costsaving occurs because the technology allo#s the net#or& tocarry several calls in the same amount of space thatnormally carries a single call in a traditional phonenet#or&. -lso" the data is compressed allo#ing more spaceand thus" lo#er rates.

1onvenience* It is easy to operate using one of t#o options*

:sing a computer to ma&e calls or":sing a special broadband phone to ma&e calls rather thana computer

Receive 1alls any#here* 9ou can also receive incomingcalls on your 2OIP phone if you ta&e it along on a trip. -llyou have to do is to plug it into the net#or&.

1all centre on the move* 1all centre agents can #or& easilyfrom any#here as long as they have a good Internetconnection.

-eature!-eature! of +oIP include 6

1aller I, 1all Aaiting 1all %ransfer 1all !loc& 1all >oldBMusic on >old


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1all Return ,o not ,isturb

%here are also advanced call+service options available fromsome carriers. %hese features use caller I, information to

allo# you to ma&e a choice about ho# calls from a particular number are handled.-dvanced features include*

%he above mentioned services can either be free as a

part of your billing plan or it can even be chargeable as you

subscribe to them so it is al#ays better to chec& #ith the

provider before you subscribe.

4* W reless 5W ! * +r&a(+an(

%o further its broadband presence 9O: %elecom

entered into ;/*;/ 2 #ith Malaysian AiGi major Red

Snapper. 9O: Snapper" the 2" #ill offer #ireless as lastmile connectivity to 9O: broadband customers. Aireless

adds mobility to 9O:6s e8isting offerings of high+speed

data" voice and video services. Aith this service 9O: #ill

tap ne# mar&ets and enhance connectivity to e8isting

customers in all its ') operational cities.


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7* Onl ne $alue A((e( Ser1 ces

Y'U offer a 5ariety of +alue Added Ser5ice! to it!

broadband cu!tomer!6

9O: Play + online gaming service #ith over '// ne#

games added every month. 1ontent provided by India

games" 1reedal games etc.

9O: Learn + online education service for school and

college students po#ered by )


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'b?ecti5e!%o study about satisfaction level of the customer

%o study about problems faced by 9O: %7L71OMPvt. Ltd.

%o study about competitors of 9O: %7L71OM Pvt.Ltd.

%o study the strategy of 9O: %7L71OM Pvt.Ltd.infuture.

%o learn impact of 9O: %7L71OM Pvt.Ltd.in themar&et.


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&HAPT$/ N'08


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&HAPT$/ N'0@


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Sale! Interaction ue!tion


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Technical Helpde!* Interaction

-ble to get through the >elpdes& number 96.8%Is the >elpdes& 78ec. courteous 93.5%>elpdes& is able to understand E resolveyour problems 93.8%0iven a specific timeframe forrevertingBresolving the problem 76.7%>elpdes& adheres to commitment 88.5%

Speed of proposal submission 90.63%Quality & completeness of proposal 93.94%S !s competence to ans"er #ueries 96.97%S !s ad$erence to sales commitments 93.75%S !s accessibility 93.75%

mpo"erment of S 96.55%


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)illing

,o you receive invoices on timeC '//./NIs the bill accurateC 4?.4N,oes it reach to the right person in yourorganizationC 4K.'N,o you get a receipt for the payment madeC ;J.'N


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ProductRightly priced K?.?NService provided suffices your business needs JK.;NReliabilityB-vailability J


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People B 'rgani(ation9O: %elecom employees demonstrate a

professional approach '//.//NSenior Managers are accessible 4).;4N:nresolved matters get escalated 4/.?)N

Overall e8perience of 9O: %elecomFsemployees and processes is in sync #ith youre8pectation of the brand '//.//N


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Area04i!e &u!tomer Sur5ey at Inde for $SCSales Interaction 4elpdes& Interaction J4.J


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&HAPT$/ N'0D


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&HAPT$/ N'09


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S:007S%IO=

%he price of the product should becompetitive.%he service support has to beimproved.


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-n e8clusive account manager has to be appointed for the retention ofe8isting customer base.

-de$uate customer support e8ecutivehas to be appointed.

&HAPT$/ N'0:


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C


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!ustomer )atisfaction )ur%ey *uestionnaire

AREA YOUR O INION

A SALES

)

How would you rate thefollowing attributes of our

sales process? Excellent ery good !ood "verage #oor

,Speed of proposalsubmission?

3$uality and completeness ofproposal?

4

Sales executive%scompetence to answer your&ueries?

6Sales executive%s adherenceto sales commitments?

7

Sales executive%saccessibility in times ofneed?

8Empowerment of salesexecutives?

9

'hat is the extent of yourinvolvement with the aboveparameters? ery high High (oderate Low ery low

:Overall satisfaction of Sales)nteraction? ery high High (oderate Low ery low

B TECHNICAL HEL -DESK

)

'ere you informed of theHelp*des+ contact no.,********- ? es /o

,

'ere you informed of theHelp*des+ service timings0 12345? es /o


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"lways (ost OftenSome6imes 7arely /ever

3"re you able to get throughthe Helpdes+ number?

4)s the Helpdes+ executivecourteous?

6"re they able to understandand resolve your problems?

7

"re you given a specific timeframe for reverting 8resolving the problemlogged?

8

9oes the Help*des+executive adhere to thecommitment?

9

'hat is the extent of yourinvolvement with the above

parameters? ery high High (oderate Low ery low

:

Overall satisfaction of6echnical Helpdes+)nteraction? ery high High (oderate Low ery low

C !IELD TECH; SU ORT "lways (ost OftenSome6imes 7arely /ever

)

)s the 6ech supportexecutive who visits youcourteous?

,

"re they able to understand

and resolve your problems?

3

"re you given a specific timeframe for reverting 8resolving?

4

9oes the 6ech supportexecutive adhere to the commitment ?

69o you receive around*the*cloc+ support?

7

)s O: 6elecom ta+ing anypro*active steps to avoidoccurrence of repetitiveservice issues?

8

'hat is the extent of yourinvolvement with the aboveparameters? ery high High (oderate Low ery low


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9Overall satisfaction of ;ield6ech Support )nteraction? ery high High (oderate Low ery low

D BILLIN# "lways (ost OftenSome6imes /ever

9on


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colleague@ or others whomight need it?

:

Overall@ how do youfeel8satisfied about yourexperience with O:6elecom as your )nternetService #rovider ? Excellent ery good !ood ;air #oor

Hlease tell us


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)I)2I'C/APHY

'( Mar&eting Management + Philip &otler.

)( Mar&eting Management

+ S.-.Sherale&ar.

?( ###.youtele.com

Cust Satisf Kk

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