Custmer switching from airtel to other serviices telecom project report

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INDEX

SL.NO CONTENTS PAGE NO

1. EXECUTIVE SUMMARY. 1-3

2. TELOCOMMUNICATION SECTOR IN INDIA. 4-16

3. INTRODUCTION OF THE COMPANY 17 – 32

4. ORGANISATION PROFILE 33

5. ARTICLE 34 – 36

6. RESEARCH METHODOLOGY. 38 – 41

7. DATA ANALYSES AND INTERPRETATIONS. 42 – 64

8. HYPOTHESIS 65 – 67

9. FINDINGS.68 – 69

10. SUGGESTIONS. 70 – 71

11. CONCLUSION. 72 – 73

12. BIBLIOGRAPHY. 74

13. ANNEXURE. 75 – 78

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EXECUTIVE SUMMARY

Established in 1985, Bharti Airtel has been a pioneering force in the telecom

sector with many firsts and innovations to its credit, ranging from being the first mobile

service in Delhi, first private basic telephone service provider in the country, 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. Bharti

Tele-Ventures Limited was incorporated on July 7, 1995 for promoting investments in

telecommunications services. Its subsidiaries operate telecom services across India. The

group has a total customer base of 6.45 million, of which 5.86 million are mobile and

588,000 fixed line customers, as of January 31, 2004. In mobile, Bharti’s footprint

extends across 15 circles.

Customer retention Strategies…

Determine the strength of the company’s customer retention strategies by asking

existing customers whether they will recommend the company or not. Even though

customer relationships are one of the company’s most valuable assets, they are often one

of the most undervalued assets too. In the constant battle to gain new customers, it is easy

to over look the value existing customer relationship

All corporate profits are ultimately eared from conducting successful relationship with

customers. As the source of all your profits, customer relationships should be valued and

protected. Every customer relationship is an asset and has a economic value or Lifetime

Market Value (LMV). A customer’s Lifetime Market Value is determined by taking your

average customer transaction amount and multiplying it by the number of transactions he

or she will conduct with your organization over time.

Reasons Customers Leave:

Move or Die 4% Other Company Friendship 5% Competition 9% Product Dissatisfaction 15%

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No Customer Contact Strategy 67%

PROBLEM STATEMENT: “Formulation of Customer Retention strategies by

assessing reasons for switching over from Airtel to other service providers”

NEED FOR THE STUDY

It helps the company to know the customers and their preferences, it helps the

company to know potential customers, and it also helps company to know competitors,

It also helps the company to retain the customers and satisfy them, it helps the

company to increase its market share,

It helps the researcher to know the company, its market share. Its potential, it

helps to know about different telecom companies. It helps the researcher to know about

the customer,

MAIN OBJECTIVES OF THE RESEARCH:

1. To study the telecommunication sector in India.

2. To study the reasons as to why the customers are switching from Airtel to other

service providers.

3. To find out the problems faced by Airtel postpaid users in particular.

4. To carryout the competitor analyses.

METHODOLOGY

The methodology to be adopted to fulfill the objectives of the project is as follows

Observations

Interview

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Accessing the company documents

ACCESSING THE COMPANY DOCUMENTS

To propose a system the availability of the relevant data is confirmed by

accessing the Company’s documents.

These documents would be

Order form

Bills

Customer form

PROPOSED OUTCOMES AND BENEFITS OF THE STUDY

By carrying out this project we get more information about telecom sector, it

helps to know what the need of customers and their preferences are. We get to know

about the competitors. It helps to retain the customers by developing new strategies. We

can improve on the things they are lacking in by filling the gap.

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TELECOMMUNICATION

SECTOR IN INDIA

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INTRODUCTION TO TELE COMMUNICATION SECTOR

Telecommunication sector is a vital importance in economic development, is

witnessing phenomenal technological progress. The sea change in economic policies of

India is transforming Indian economy from a command and control to a liberalized and

globalized market economy. The changing economic policy is having its impact on the

telecom sector too. In pursuance of the Government's commitment to liberalization, the

FDI ceiling in the telecom sector was enhanced from 49 percent to 74 percent in certain

areas. The total FDI approved for telecom sector up to September 2005 was Rs 41,551

crores.

Chairman of Telecom Dispute Settlement and Appellate Tribunal (TDSAT)

Justice (Retd) N Santosh Hegde said while India had eight million phones in 1995 and

with teledensity of mere 0.8 per cent, the figure rose to 141 million (93 million cellular

and 48 million landline) phones and teledensity to 12 per cent last year. The industry was

expected to increase its subscriber base to 250 million by the end of 2007.With 141

million gross subscriber base the telecom service industry is growing at the rate of 30 per

cent annually and its contribution to the country's Gross Domestic Product (GDP) is one

per cent, The telecom service industry with a turnover of Rs 90,000 crores during last one

year expected its contribution to GDP to rise by another one per cent over the next three

years, The government aims to connect 41,000 villages by March 2007 and extend

mobile coverage to at least 85 per cent of the country.

Investment Requirement (Figure in Rs.Crore)

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0

20000

40000

60000

80000

100000

120000

RUPEES

1 2 3 4 5 6 7

YEAR

INVESTMENT REQUIREMENT(FIGURE IN Rs CRORE)

TOTAL YAERLY

RURAL SECTOR

PRIVATE SECTOR

PUBLIC SECTOR

YEAR

To increase the connectivity government has put the telecom sector into priority

sector list after liberalization policy. Government encouraged private participation in

telecom sector along with BSNL,VSNL,HTML,etc.to provide better service to the

consumers. Due to this many private players including MNC’s like AT &T, Hutchison,

British telecom Motorola, Telstra etc, and big Industrial houses like, Reliance, Tata have

entered this field as the consumers are unsatisfied with the DoT services the scope for the

private players increased.

India has the sixth largest Network in the world. Telecommunication has helped

in developing India a leading Nation in the world.

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YEAR

PUBLIC

SECTOR

PRIVATE

SECTOR

RURAL

SECTOR TOTAL YAERLY

2004 - 2005 22,822 7,944 8,520 39,286

2005 - 2006 23,963 10,981 9,210 44,154

2006- 2007 24,161 17,281 11,010 53,452

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Main players of the Telecommunication Industry

The competition various across the segments but the current players include the

state owned operators as well as private operators.

In the public sector main players are:

Bharat Sanchar Nigam Limited. (BSNL)

Mahanagar Telephone Nigam Limited (MTNL)

In private sectors the main players are:

Spice telecom

Tata Indicom Limited

Reliance Telecom Limited

Bharti Teleservices Limited.

Vodafone Essar

Idea.

Chronological Overview

Year Events

1851 First Telephones in India

1943 Nationalization of Telephone companies

1985 Dot was created

1986 Creation of MTNL &VSNL

1991 Telecom equipped liberalized

1994 Licenses for paging

Telecom policy announced

Guidelines for private sector participation in basic services

Cellular licenses issued for metros

Tenders for 2nd operator in basic services apart form Dot on circle

basis

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1995 VSNL launches internet services

1996 TRAI formed

1998 Internet policy announced

1999 New telecom policy announced

Telecom has become the new buzzword and the reforms measures announced by

the government are no less than a big bang for the growth of India’s technology sector.

BSNL

On October 1, 2000 the Department of Telecom Operations, Government of India

became a corporation and was renamed Bharat Sanchar Nigam Limited (BSNL). BSNL

is now India’s leading telecommunications company and the largest public sector

undertaking. It has a network of over 45 million lines covering 5000 towns with over 35

million telephone connections.

The state-controlled BSNL operates basic, cellular (GSM and CDMA) mobile,

Internet and long distance services throughout India (except Delhi and Mumbai). BSNL

will be expanding the network in line with the Tenth Five-Year Plan (1992-97). The aim

is to provide a telephone density of 9.9 per hundred by March 2007. BSNL, which

became the third operator of GSM mobile services in most circles, is now planning to

overtake Bharti to become the largest GSM operator in the country. BSNL is also the

largest operator in the Internet market, with a share of 21 per cent of the entire subscriber

base

MTNL

MTNL was set up on 1st April 1986 by the Government of India to upgrade the

quality of telecom services, expand the telecom network, introduce new services and to

raise revenue for telecom development needs of India’s key metros – Delhi, the political

capital, and Mumbai, the business capital. In the past 17 years, the company has taken

rapid strides to emerge as India’s leading and one of Asia’s largest telecom operating

companies. The company has also been in the forefront of 5 technology induction by

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converting 100% of its telephone exchange network into the state-of-the-art digital mode.

The Govt. of India currently holds 56.25% stake in the company. In the year 2003-04, 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, entering into national long

distance operation, widening the cellular and CDMA-based WLL customer base, setting

up internet and allied services on an all India basis.

MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the

market for fixed wireline phones is stagnating, MTNL faces intense competition from the

private players—Bharti, Hutchison and Idea Cellular, Reliance Infocomm in mobile

services. MTNL recorded sales of Rs. 60.2 billion ($1.38 billion) in the year 2002-03, a

decline of 5.8 per cent over the previous year’s annual turnover of Rs. 63.92 billion.

RELIANCE INFOCOMM

Reliance is a $16 billion integrated oil exploration to refinery to power and

textiles conglomerate (Source: http://www.ril.com/newsitem2.html). It is also an

integrated telecom service provider with licenses for mobile, fixed, domestic long

distance and international services. Reliance Infocomm offers a complete range of

telecom services, covering mobile and fixed line telephony including broadband, national

and international long distance services, data services and a wide range of value added

services and applications. Reliance IndiaMobile, the first of Infocomm's initiatives was

launched on December 28, 2002. This marked the beginning of Reliance's vision of

ushering in a digital revolution in India by becoming a major catalyst in improving

quality of life and changing the face of India. Reliance Infocomm plans to extend its

efforts beyond the traditional value chain to develop and deploy telecom solutions for

India's farmers, businesses, hospitals, government and public sector organizations. Until

recently, Reliance was permitted to provide only “limited mobility” services through its

basic services license. However, it has now acquired a unified access license for 18

circles that permits it to provide the full range of mobile services. It has rolled out its

CDMA mobile network and enrolled more than 6 million subscribers in one year to

become the country’s largest mobile operator. It now wants to increase its market share

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and has recently launched pre-paid services. Having captured the voice market, it intends

to attack the broadband market.

TATA TELESERVICES

Tata Teleservices is a part of the $12 billion Tata Group, which has 93 companies,

over 200,000 employees and more than 2.3 million shareholders. Tata Teleservices

provides basic (fixed line services), using CDMA technology in six circles: Maharashtra

(including Mumbai), New Delhi, Andhra Pradesh, Tamil Nadu, Gujarat, and Karnataka.

It has over 800,000 subscribers. It has now migrated to unified access licenses, by paying

a Rs. 5.45 billion ($120 million) fee, which enables it to provide fully mobile services as

well.

The company is also expanding its footprint, and has paid Rs. 4.17 billion ($90

million) to DoT for 11 new licenses under the IUC (interconnect usage charges) regime.

The new licenses, coupled with the six circles in which it already operates, virtually gives

the CDMA mobile operator a national footprint that is almost on par with BSNL and

Reliance Infocomm. The company hopes to start off services in these11 new circles by

August 2004. These circles include Bihar, Haryana, Himachal Pradesh, Kerala, Kolkata,

Orissa, Punjab, Rajasthan, Uttar Pradesh (East) & West and West Bengal.

VSNL

On April 1, 1986, the Videsh Sanchar Nigam Limited (VSNL) - a wholly

Government owned corporation - was born as successor to OCS. The company operates a

network of earth stations, switches, submarine cable systems, and value added service

nodes to provide a range of basic and value added services and has a dedicated work

force of about 2000 employees. VSNL's main gateway centers are located at Mumbai,

New Delhi, Kolkata and Chennai. The international telecommunication circuits are

derived via Intelsat and Inmarsat satellites and wide band submarine cable systems e.g.

FLAG, SEA-ME-WE-2 and SEA-ME-WE-3.

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The company's ADRs are listed on the New York Stock Exchange and its shares

are listed on major Stock Exchanges in India. The Indian Government owns

approximately 26 per cent equity, M/s Panatone Finvest Limited as investing vehicle of

Tata Group owns 45 per cent equity and the overseas holding (inclusive of FIIs, ADRs,

Foreign Banks) is approximately 13 per cent and the rest is owned by Indian institutions

and the public. The company provides international and Internet services as well as a host

of value-added services. Its revenues have declined from Rs. 70.89 billion ($1.62 billion)

in 2001-02 to Rs. 48.12 billion ($1.1 billion) in 2002-03, with voice revenues being the

mainstay. To reverse the falling revenue trend, VSNL has also started offering domestic

long distance services and is launching broadband services. For this, the company is

investing in Tata Telservices and is likely to acquire Tata Broadband.

VODAFONE

Vodafone Group Plc is the world's leading mobile telecommunications company,

with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the

United States through the Company's subsidiary undertakings, joint ventures, associated

undertakings and investments.

The Group's mobile subsidiaries operate under the brand name 'Vodafone'. In the

United States the Group's associated undertaking operates as Verizon Wireless. During

the last two financial years, the Group has also entered into arrangements with network

operators in countries where the Group does not hold an equity stake. Under the terms of

these Partner Network Agreements, the Group and its partner networks co-operate in the

development and marketing of global services under dual brand logos.

At 31 December 2006, based on the registered customers of mobile

telecommunications ventures in which it had ownership interests at that date, the Group

had 198.6 million customers, excluding paging customers, calculated on a proportionate

basis in accordance with the Company's percentage interest in these ventures.

IDEA

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Indian regional operator IDEA Cellular Ltd. has a new ownership structure and

grand designs to become a national player, but in doing so is likely to become a thorn in

the side of Reliance Communications Ltd. IDEA operates in eight telecom “circles,” or

regions, in Western India, and has received additional GSM licenses to expand its

network into three circles in Eastern India -- the first phase of a major expansion plan that

it intends to fund through an IPO, according to parent company Aditya Birla Group

MAJOR MARKET TRENDS

The telecoms trends in India will have a great impact on everything from the

humble PC, internet, broadband (both wireless and fixed), cable, handset features, talking

SMS, IPTV, soft switches, and managed services to the local manufacturing and supply

chain.

This report discusses key trends in the Indian telecom industry, their drivers and

the major impacts of such trends affecting mobile operators, infrastructure and handset

vendors.

Higher acceptance for wireless services

Indian customers are embracing mobile technology in a big way (an average of

four million subscribers added every month for the past six months itself). They prefer

wireless services compared to wire-line services, which is evident from the fact that while

the wireless subscriber base has increased at 75 percent CAGR from 2001 to 2006, the

wire-line subscriber base growth rate is negligible during the same period.

In fact, many customers are returning their wire-line phones to their service

providers as mobile provides a more attractive and competitive solution. The main

drivers for this trend are quick service delivery for mobile connections, affordable pricing

plans in the form of pre-paid cards and increased purchasing power among the 18 to 40

years age group as well as sizeable middle class – a prime market for this service.

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Some of the positive impacts of this trend are as follows. According to a study, 18

percent of mobile users are willing to change their handsets every year to newer models

with more features, which is good news for the handset vendors. The other impact is that

while the operators have only limited options to generate additional revenues through

value-added services from wire-line services, the mobile operators have numerous

options to generate non-voice revenues from their customers.

Some examples of value-added services are ring tones download, coloured ring

back tones, talking SMS, mobisodes (a brief video programme episode designed for

mobile phone viewing) etc. Moreover, there exists great opportunity for content

developers to develop applications suitable for mobile users like mobile gaming, location

based services etc. On the negative side, there is an increased threat of virus – spread

through mobile data connections and Bluetooth technology – in mobile phones, making

them unusable at times. This is good news for anti-virus solution providers, who will gain

from this trend.

MERGERS

Demand for new spectrum as the industry grows and the fact the spectrum

allocation in done on the basis of number of subscribers will force companies to merge so

as to claim large number of subscribers to gain more spectrum as a precursor to the

launch of larger and expanded services. However it must also be noted that this may very

well never happen on account of low telecom penetration.

National Long Distance Services

India’s national long distance market is estimated to be Rs.138 billion in

revenue, representing more than 30% of the total telecom services market. The market

has two segments: intra-circle (within the same state/ circle) and inter-circle (from one

state/ circle to another, including from cellular to fixed lines). Inter-circle revenues are

estimated to be Rs.57 billion (from 6.7 billion minutes), intra-circle revenues-Rs 48

billion (from 20 billion minutes), and Rs. 3 billion from cellular calls. The national long

distance market is expected to be Rs.240 billion by 2007 and Rs 500 billion by 2010,

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according to TRAI estimates. Of this, the inter-circle market is expected to grow to

Rs.170 billion by 2007. After remaining a monopoly of the Department of Telecom,

National Long Distance (NLD) services were opened to the private sector in August

2000. NLD licenses govern only inter-circle connectivity, but operators may provide

services in the short distance calling areas (SDCAs) through agreements with the basic

service providers in those areas. The NLD network consists of 322 long distance charging

areas (LDCAs) and licensees must roll out services in at least 15%of these within 2 years,

and cover all areas within 8 years. NLD operators may also enter basic circles by paying

an entry fee, thereby providing the full range of services. The National Long Distance

Operations (NLDO)

policy also allowed private Infrastructure Providers to set up telecommunications

infrastructure for captive as well as third party use.

Growth in the long distance market will emerge from the following factors:

Voice tariff is expected to reduce by 20% annually, while traffic shall increase

25%.

Data, which has only 5% of traffic currently, will increase its share to 65% in

2007

Data transmission costs will come down significantly with economies of

networking.

As of now, only two private operators – Bharti and Reliance- have obtained NLD

licenses, and are investing more than Rs 300 billion in national fiber optic backbones.

Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabit-

fiber network, spanning 115 cities having 85% of India’s telecom revenue. BSNL already

has 123600 km going to 238000 by 2005. Data transmission costs will come down

significantly once network is in place, with economies of networking. Annually 20%

tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.

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National Long Distance Market

As of now, only two private operators – Bharti and Reliance- have obtained NLD

licenses, and are investing more than Rs 300 billion in national fiber optic backbones.

Reliance has the most ambitious project of all, entailing Rs. 250 billion in a 1-terabit-

fiber network, spanning 115 cities having 85% of India’s telecom revenue. BSNL already

has 123600 km going to 238000 by 2005. Data transmission costs will come down

significantly once network is in place, with economies of networking. Annually 20%

tariff fall expected while traffic increase 25%. Voice tariff will reduce by 70% by 2006.

International Long Distance Services

Data transmission costs will come down significantly once network is in place,

with economies of networking. Annually 20% tariff fall expected while traffic increase

25%. Voice tariff will reduce by 70% by 2006. Rs 69 billion in revenue, in the year

ending March 2000, international traffic has been growing 16% in volume; though

revenues have stagnated.

International Long distance Market

International Traffic 1998-99 1999-00 2000-01

Billion Minutes 1.93 2.23 2.48

Rs. In Billions 67.5 69.0 66.6

Source: VSNL Annual Report

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COMPANY PROFILE

INTRODUCTION OF THE COMPANY

Established in 1985, Bharti has been a pioneering force in the telecom sector with

many firsts and innovations to its credit, ranging from being the first mobile service in

Delhi, first private basic telephone service provider in the country, 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. As of

December 31, 2003, Bharti had approximately 6.07 million total customers – nearly 5.5

million mobile and 569,000 fixed line customers.

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VISION:

“To be globally admired for telecom services that delight customers”.

most admired brand in India- By 2010

o Loved by more customers

o Targeted by top talent

o Benchmarked by more business

MISSION:

We will meet global standards for telecom services that delight customers through:

Customer Service Focus

Empowered Employees

Innovative Services

Cost Efficiency

OBJECTIVE OF THE COMPANY:

“To capitalize on the growth opportunities that the Company believes are

available in the Indian telecommunications market and consolidate its position to be the

leading integrated telecommunications services provider in key markets in India, with a

focus on providing mobile services”.

COMPANY PROFILE

Corporate Structure

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BHARTI ENTERPRISES

BHARTI TELETECHBHARTI TELEVENTURES BHARTI GLOBAL

BHARTI INFOTRAC

BHARTI HEALTHCARE

CELLULAR SERVICES

BHARTI FOUNDATION

LONG DISTANCE FIXED LINE BROADBAND

INFOTEL LEADERSMOBILITY LEADERS

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Bharti TeleVentures Ltd

Bharti Enterprises has been at the forefront of technology and has revolutionized

telecommunications with its world-class products and services.

Established in 1985, Bharti has been a pioneering force in the telecom sector with

many firsts and innovations to its credit, ranging from being the first mobile service in

Delhi, first private basic telephone service provider in the country, first Indian company

to provide comprehensive telecom services outside India and first private sector service

provider to launch National Long Distance Services in India. As of December 31st 2003,

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Bharti had approximately 6.07 million total customers – nearly 5.5 million mobile and

569,000 fixed line customers.

Its services sector businesses include Mobile operations in Andhra Pradesh, Chennai,

Delhi, Gujarat, Haryana, Himachal Pradesh, Karnataka, Kerala, Kolkatta, Madhya

Pradesh, Maharashtra, Mumbai, Punjab, Tamil Nadu and Uttar Pradesh (West) circle. In

addition, it also has a fixed-line operation in the states of Madhya Pradesh, Chattisgarh,

Haryana, Delhi, Karnataka and TamilNadu and Nationwide broadband and long distance

networks.

Bharti Enterprises also manufactures and exports telephone terminals and cordless

phones. Apart from being the largest manufacturer of telephone instruments, it is also the

first telecom company to export its products to the USA. Bharti TeleVentures through its

subsidiaries offers fixed line, long distance and broadband services. These services are

offered under the Infotel Group. The Infotel group was created in 2002 in order to

develop operational synergies between these businesses.The company intends to merge

all the Infotel Group businesses that are currently offered by separate companies into one

single company – Bharti Infotel Limited. This integration will allow greater synergy in

the infrastructure and Sales and Solutions thereby enabling better customer service

delivery.

Bharti Infotel Limited will have 3 Strategic Business Units namely:

1. Fixed Line

2. Long Distance Division

3. Group Data and Broadband

FixedLine:

This Strategic Business Unit focuses on Voice and also on Last mile access for data

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business and retail Internet business e.g. DSL, Dial up etc. The emphasis will be on

completing the link and servicing the customers in the circles.

Bharti Tele-Ventures became the first private fixed-line service provider in India,

when the Company launched its fixed-line services in June 1998 in the city of Indore, in

the Madhya Pradesh circle. The Company’s fixed-line services are promoted under the

Touchtel brand.

The Company has completed the construction of a 3,648-kilometer fiber optic

backbone linking 29 cities in Madhya Pradesh and Chattisgarh. Recently, the

Government opened the fixed-line industry to unlimited competition the Company

subsequently has started providing fixed-line services in the four circles of Delhi,

Haryana, Karnataka and Tamil Nadu.

Long Distance Division:

Bharti TeleVentures classifies its long distance business into the following categories:

National long distance, which comprises:

Setting up infrastructure for carrying long distance traffic

Carrying voice and data traffic within the country

International long distance, which comprises:

Setting up a landing station to connect to international submarine cable systems

developed by other infrastructure providers to facilitate transmission of

international data traffic

Providing international long distance services to carry voice and data traffic

Bharti TeleVentures has entered into a license with the DOT to provide national

long distance voice and data services across India and is deploying an advanced fiber

optic network across India to provide such services to corporate and residential

customers. Bharti Tele-Ventures has launched its national long distance services for data

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transmission services and for voice transmission services under the brand name India

One.

The Company has constructed a submarine cable landing station at Chennai,

which connects the submarine cable system being deployed by its affiliate to the other

submarine cable systems in order to provide access to international bandwidth.

On July 19, 2002 the Company launched India’s first private international long

distance service.

Bharti Tele-Ventures believes that the Company’s presence in key Indian mobile

and fixed-line markets will complement its long distance business, enabling the Company

to provide end-to-end telecommunications services to its key customers.

Group Data & Broadband Division:

Bharti Tele-Ventures through its subsidiaries offers customized business

solutions. This SBU, which offers Group data and broadband services, enables us to get

sharply focused on the emerging data market. The unit leverages the infrastructure of the

entire Bharti Group including the infrastructure of Mobility to service its customers by

creating and selling customized business solutions. The Sales and Marketing departments

of Long Distance business (except Carrier Sales and ILD teams) works with the Group

Data and Broadband Business as with the data business teams in Fixed Line Circles.

The Company believes that its strong presence in the Indian telecommunications

market, the depth and quality of the telecommunications services that the Company

currently offers and also the Company’s extensive knowledge of customer preferences

enhances the Company’s competitive position to provide such value added services.

Bharti TeleVentures strategic objective for its data & broadband division is to

become a leading provider of secure, reliable and customized end-to-end network

solutions for data communication, especially to corporate customers.

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Whether you're looking for a new Airtel connection, or a fresh handset, you'll find

it here. You can also subscribe to any of our value added services or get more

information on them. Pay your bills, get your queries answered, and lots more. Airtel

Shops are located at very convenient locations around the country. Select your region to

find one near you.

MOBILE AIRTEL SHOPS

Airtel Shops are going on the move, to bring our services closer to you and to

provide faster online service, right at your doorstep. You can visit a Mobile Airtel Shop

near you. Mobile Airtel Shops are currently only available in Mumbai, Gujarat,Chennai,

Karnataka, Kolkata, Andhra Pradesh, Delhi, Haryana and Maharashtra & Goa (except

Mumbai).

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AIRTEL TELESHOPS

Did you know that a range of Airtel services are available in your very own

neighbourhood? Just walk into a Airtel Teleshop, just round the corner, for anything you

need. At a Airtel Teleshops you can buy a new postpaid or prepaid card, pay your bills,

reactivate your connection, and much more. So the next time you need some assistance,

be sure to head for the Airtel Teleshop. Select your region to find one near you.

AIRTEL @ YOUR DOORSTEP

You don't need to step out of your home or office. Airtel will come to your

doorstep

SERVICES

NEWS

Keep yourself updated on the latest from around the globe, directly through your

Airtel phone.Stay in the loop, even on the move. Get the latest news directly on

your Airtel phone. Know more Stocks, Bullion or Forex, keep up with the fast

changing world of finance. Know more Contests, offers, updates and much more.

All LIVE on your Airtel phone. Know more Astrology, Cricket, and News &

Stock.

ASTROLOGY

What do the stars have in store for you? Find out on your Airtel phone.

ENTERTAINMENT

Plan your free evenings better, with the latest entertainment information from

Airtel. Plus jokes, quizzes, music and much more.

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MOVIES

Get movie reviews, theatre details and more, just by pressing a few buttons.

MUSIC

From the latest music videos to Mobile Karaoke you can get it all.

JOKES

Get your daily dose of humour on your Airtel phone.

DATING

The easiest way to find yourself a date.

GAMES

Get set to challenge yourself with over 400 games on Planet Airtel.

TELEVISION

Get the latest TV listings directly on your Airtel phone.

CONTESTS

Play some fun SMS based contests and win loads of prizes! Only on Airtel Play

SPORTS

Get your adrenalines rushing, with the best from the world of sports, sent directly

to your Airtel phone?

CRICKET

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Indulge your cricket mania by constantly staying updated, no matter where you

are.

GRAND PRIX UPDATES

Get the latest from the tracks, right on your Airtel phone.

STOCKS, FOREX & BULLION

Keep up with the changing world of finance.

ATMS

Get the location of all the ATMs in your city, so you never run out of money.

MOBILE BANKING

Just switch on your Airtel phone for all your banking needs.

COMMODITY PRICES / MANDI RATES

Keep up to date with the latest rates of all commodities in your city.

TRAVEL

Book tickets, check schedules, and fix fares. All without needing anything more

than your Airtel phone.

TRAIN SCHEDULES

Check availability, and keep an eye on your reservation, all through your Airtel

phone.

RAILWAY BOOKINGS

Don't waste time standing in queues. Book your train tickets the easy way.

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FLIGHT BOOKINGS

Pick your flight and get the best deals on air tickets through SMS.

TAXI FARES

Don't be at the mercy of cab-drivers. Find out how much your ride should cost

you from your Airtel

RING TONES, DOWNLOADS

Sing along with your Airtel phone, or play requests for friends who call. The

choices are almost unlimited with tunes & download from Airtel.

CALLER TUNES

Play your friends their favourite songs every time they call. Set caller tunes

profiles as well.

BUSY CALLERTUNES

Let your callers know when you're unable to take their calls.

SMS TONES

Ring in every message you get with a tune of your choice.

RINGTONES

Listen to your all-time favourite tune, or the latest chartbuster, with every call.

And feel free to join the Tone Club too.

FUN CARDS

The easiest way to get your favourite ringtones and caller tunes, at a shop near

you.

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LOGOS & PICTURE MESSAGES

Spruce up your Airtel phone with your favourite logos and picture messages.

THEMES, WALLPAPERS & MORE

Log on to PlanetAirtel to download exciting stuff on your Airtel GPRS phone.

BHARTI’S MILESTONES:

2006

Telecom Asia award – one of the most prestigious awards in the telecom sector:

Sunil Bharti Mittal gets “The Best Asian Telecom CEO” award, 2006

Bharti is the only Indian telecom to figure in this years Telecom Asia Award

2005

At no three position in economic times 500 list, June 2005 top companies in India

Silver trophy at the confederation of Indian industry National six sigma award

World communications “Best Brand of the Year” award by London based E-map

communication group.

Telecom Asia awards 2005 one of the most prestigious awards in the telecom

sector

Sunil Bharti Mittal gets the “Best Asian Telecom CEO” award 2005

2004

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Bharti Tele-Ventures Ltd signed an information technology outsourcing deal with

infotech major IBM, estimated to be in the range of $700-750 million for a ten-

year period.

Signs MoU to join the South East Asia - Middle East - Western Europe 4 (SEA-

ME-WE-4) consortium along with 15 other global telecom operators.

India's leading cellular company Bharti Tele-Ventures has bagged the "Asian

Mobile News operator of the year" award in India and the subcontinent

2003

Company accorded its approval for amalgamation of its subsidiary companies viz:

Bharti Telenet Ltd, Bharti Telesonic Ltd, Bharti Broadband Networks Ltd and

Bharti Comtel Ltd through scheme of Amalgamation. The merged entity would be

renamed as "Bharti Infotel Ltd".

Bharti Group's cellular brand Airtel has unveiled free multimedia messaging

services (MMS) for its customers. The company has also rolled out pan-India

GPRS (General Packet Radio Services) for its corporate subscribers

Bharti cellular, wholly owned subsidiary of Bharti Tele-Ventures, increases its

stake to 100% in Bharti Mobile

2002

Bharti listed on National Stock Exchange, Bombay Stock Exchange and Delhi

Stock Exchange on February 18, 2002.

First Private Fixed Line Service, 'Touchtel' launched in Delhi, the capital of India

on 4th March, 2002.

Received letter of Intent from Government of India to provide international voice

services

Touchtel launched in Karnataka and Tamil Nadu.

2001

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AIRTEL

Entered into a Joint Venture with Singapore Telecom, for Submarine Cable

project between India and Singapore Entered into a Joint Venture with Singapore

Telecom for National Long Distance Operations

Acquired 100% stake in Kolkata Cellular Operations.

Bought back British Telecom's 44% stake in Bharti Cellular.

India's first private sector national long distance service, India One launched.

First Private Fixed Line Service, 'Touchtel' launched in Haryana.

2000

New York Life International took stake in Bharti Cellular.

Acquired controlling stake in Sky cell, Chennai. Singapore Telecom invested in

Bharti - largest ever investment from Singapore in India.

1999

EM Warburg Pincus, one of the largest International Private Equity Investors,

joined BTVL.

Acquired controlling stake in J T Mobiles - cellular Operator in Andhra &

Karnataka (Now Bharti Mobile Ltd)

1998

First ever Indian Private Fixed Line Service launched in Indore, Madhya Pradesh

on 4th June, 1998 by BTNL.

Joint Venture with BT for ISP Services

Services launched in Seychelles.

British Telecom consolidated its shareholding in Bharti Cellular.

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1997

British Telecom joined the Consortium of Bharti Cellular.

License for Madhya Pradesh Fixed Line services obtained.

Bharti & BT formed a joint venture Bharti BT Limited for VSAT services.

1996

Commercial launching of Cellular Service "AIRTEL" by BCL in Delhi license

area

Formed 'Bharti Tele-Ventures Limited', a joint venture company with Telecom

Italia - Italy, to promote a variety of telecom projects in India

Launched Cellular Services in Himachal Pradesh

1995

Formed Siemens Telecom Limited - a joint venture with Siemens - to market

Telephone Terminals under the SIEMENS and the BEETEL brand names.

Formed a consortium with Telecom Italia - Italy, to bid for Basic and Cellular

Services under Bharti Telnet Limited

1994

License for the Delhi cellular project granted

1993

Awarded ISO 9002 Accreditation for Gurgaon factory

1992

Formed a Consortium with SFR - France, Emtel - Mauritius and MSI - UK, to bid

for Cellular Licenses for metropolitan cities under Bharti Cellular Limited

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1991

OEM Contract with Sprint USA for manufacture and export of telephone sets.

1990

Tied-up with Lucky Gold star International Corporation of South Korea for

manufacture of Cordless Telephones

1989

Tied-up with Takacom Corporation, Japan for manufacture of Telephone

Answering Machines

1985

BTL incorporated. Entered into a technical tie-up with Siemens AG of Germany

for manufacture of Electronic Push Button Telephones

M/S MOBILE IN

(AUTHORISED DISTRIBUTOR FOIR AIRTEL)

JAMKHANDI

M/s Mobile In is the authorized distributors for Airtel and also they are supplying the

products to the sub-dealer; they are supplying retailer in other area like.

Jamkhandi Taluka

Jamkhandi city

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AIRTEL

Banahatti

Rabakavi

Teradal

Galagali

Alagur

Mahalingapur

Sub-Dealers,

1. S C.Hubli (Banahatti)

2. S A.Kaktikar (Terdal)

3. S.A.Tigodoli (Galagali)

They deal in products of Airtel,

Post paid connection

Prepaid connection

Calling cards

Handy phones

Airtel PCO

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ARTICLE

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Customer retention Strategies…

Determine the strength of the company’s customer retention strategies by asking existing customers whether they will recommend the company or not. Even though customer relationships are one of the company’s most valuable assets, they are often one of the most undervalued assets too. In the constant battle to gain new customers, it is easy to over look the value existing customer relationship.

All corporate profits are ultimately eared from conducting successful relationship with customers. As the source of all your profits, customer relationships should be valued and protected. Every customer relationship is an asset and has a economic value or Lifetime Market Value ( LMV ). A customer’s Lifetime Market Value is determined by taking your average customer transaction amount and multiplying it by the number of transactions he or she will conduct with your organization over time.

Reasons Customers Leave:

Move or Die 4% Other Company Friendship 5% Competition 9% Product Dissatisfaction 15% No Customer Contact Strategy 67%

If your customers begin to feel ignored or neglected, won’t they ultimately take their business elsewhere?

Customer Retention - keeping customers - can be improved by explaining to your employees - especially those on the front line who deal directly with your customers - just how much each customer is worth to your business.

Customer Attrition - losing customers - can be dramatically reduced when all of your employees work together to keep your existing customers satisfied.

Developing a Customer Retention Strategy is one way to keep existing customers content and your new customers coming back for more.

Maintain high customer satisfaction levels and protect your customer relationships - because satisfied customers are truly one of your company’s most valuable assets.

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AIRTEL

Customer Retention Formula:

S.E.R.V. = Serve + Engage + Relate + Verify

SERVE your customers. So many companies seem to be forgetting this basic point. Eventually, these organizations pay a stiff penalty. The customer must know that they are going to walk through your doors and consistently receive the "WOW" experience. A consistently positive customer experience will not only have customers returning, but will have them referring their friends and family.

Next, let’s break down and explore each part of the customer retention formula.

ENGAGE your customers. Connect with them whenever possible. Make the effort to reach out to your customers at every opportunity. Know the names of your customers. Know their likes/dislikes and know a little about what is happening in their lives. It’s not difficult; it just takes a moment of actually speaking, listening and paying attention to what they say.

This part of the customer retention formula is clear about the importance of building a connection with your customers. This connection will be what keeps customer loyal to you and your company.

RELATE to your customers. Let them know that you understand their needs. Showing indifference to your customers will only have them quickly turning to your competitors for reassurance.

Ensure your customers know how much you appreciate their business. People want to be wanted. If they feel taken for granted and unappreciated, they will be an easy target for your competition.

VERIFY that what you are doing is working. There cannot be too much follow up. Send out customer service surveys. Drop in for courtesy calls - do whatever is necessary to keep the communication flowing.

Inspect what you expect when it comes to customer service. The principles of our customer retention formula are actually very simple. Bottom

line, without customer service, there are no customers to serve. In order to keep your current customers and constantly gather new ones, you have

to keep your customer service standards at the highest level possible. It’s a fact that many customers will go where they feel the most “cared for”.

Despite what you might think, price is NOT the most important thing in the minds of many consumers.

Take care of your customers and them, in return, will take care of you. Never allow your organization to lose sight of the customer retention formula.

Success in customer retention is very basic - it will always be the little things that make all the difference.

BABASAB PATIL

AIRTEL

BABASAB PATIL

AIRTEL

RESEARCH

METHODOLOGY

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AIRTEL

TITLE OF THE PROJECT

“FORMULATION OF CUSTOMER RETENTION STRATEGIES BY ASSESSING

REASONS FOR SWITCHING OVER FROM AIRTEL TO OTHER SERVICE

PROVIDERS”

OBJECTIVES:

1. To study the telecommunication sector in India.

2. To study the reasons as to why the customers are switching from Airtel to

other service providers

3. To find out the problems faced by Airtel postpaid users in particular.To

carryout the competitor analyses.

SAMPLE DESIGN:

Population for this research is 117 customers, who switched over from Airtel to other

service provider.

SAMPLE SIZE = 117.

SAMPLE AREA :

Jamkhandi Taluka,

Jamkhandi city

Banahatti

Rabakavi

Teradal

Galagali

Alagur

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SAMPLING METHOD:

The process of drawing sample units from the population is called sampling method.

In order to have the unbiased results in the survey, the using method is100% sampling

DURATION OF THE PROJECT

Four Months Period of 10th Dec 2007 to 27th April, 2008

FIELD WORK

This market research involved a fieldwork of 3 weeks where in I have administered pre-

tested questionnaire to customers. I have carried out the survey to 117 respondents by

having the personal interaction with them.

TOOLS USED FOR ANALYSIS:

1. Sample testing in SPSS software

2. Graphical Representation of Analysis:

a. Pie charts

b. Bar Diagrams

DATA COLLECTION APPROACH:

Primary data

Primary data is collected in two phases

1) Within Jamkhandi city

2) Out of Jamkhandi city (Jamkhandi Taluka)

Primary data has been used to carry out the research successfully. The secondary data

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has been collected from various journals and publications. For the purpose of

gathering primary data a structure and non-disguised questionnaire was designed to

collect data from the customer. The questionnaire contains both open-ended and

close-ended questions.

Method of Communication:

In order to minimize the bias in data collection, the method of personal interview was

adopted.

THE SOURCES OF THE DATA ARE AS FOLLOWS

The study relies to a great extent on primary data and to some extent on secondary data:

PRIMARY DATA:

Questionnaire

Observation and interview technique

SECONDARY DATA :

Information is collected through internet

From various text books

Journals and magazines

LIMITATION OF THE STUDY;The study is restricted in the scope owing to the following limitations:

1. The study is limited to a particular geographical area that is Jamkhandi Taluka

only.

2. The information and data collected and analyzed is restricted to the researchers’

knowledge and ability.

3. The answers that I have got from the customers cannot be considered as totally

perfect because of various personal and other limitations.

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4. Cost and time was also another limiting factor that affected the study.

As customers expectations and experiences include more of psychological aspects the

survey made during a particular time period will give the information about the

customers during that particular time period. In order to be up-to-date in understanding

the level of satisfaction periodic surveys are necessary.

ANALYSIS AND

INTERPRETATION

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1 .WHICH OF THE AGE GROUP DO YOU BELONG?STATISTICS:

N Valid 117Missing 0

Mean 3.5556Median 3.0000Mode 3.00

62 53.0 53.0 53.0

45 38.5 38.5 91.5

10 8.5 8.5 100.0

117 100.0 100.0

21 - 25 YEARS

26 - 30 YEARS

31 - 40 YEARS

Total

ValidFrequency Percent Valid Percent

CumulativePercent

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GRAPH:

10.00 / 8.5%

45.00 / 38.5%62.00 / 53.0%

31 - 40 YEARS

26 - 30 YEARS21 - 25 YEARS

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 53.0% (62) are the group of age 21 – 25 years, 38.5% (45) are 26 – 30 years and 8.5 % (10) are belongs to 31 – 40 years old.

From the inference it can conclude that majority of the sample respondents belongs to the age group of 21 – 25 years old.

2. WHICH OF THE PROFESSION DO YOU BELONG?STATISTICS:



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49 41.9 41.9 41.9

28 23.9 23.9 65.8

34 29.1 29.1 94.9

6 5.1 5.1 100.0

117 100.0 100.0

STUDENT

BUSINESSMEN

GOVT, EMPLOYEE

DOCTOR

Total


CumulativePercent

GRAPH:

6.00 / 5.1%

34.00 / 29.1%

28.00 / 23.9%

49.00 / 41.9%

DOCTOR

GOVT, EMPLOYEE

BUSINESSMEN

STUDENT

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 41.9% (49) are the students, 29.1% (34) are Govt, employees, 23.9% (28) are Businessmen and 5.1 % (6) are doctors.

From the inference it can conclude that majority of the sample respondents belongs to the profession is students.

3. STATE THE REASONS FOR USING THE POSTPAID CONNECTION?STATISTICS:



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5 4.3 4.3 4.3

20 17.1 17.1 21.4

40 34.2 34.2 55.6

31 26.5 26.5 82.1

21 17.9 17.9 100.0

117 100.0 100.0

EASE OF PAYMENT

ATTRACTIVESCHEMES/PACKAGES

ECONOMIC

LONG TALKING HOURS

ANY OTHER

Total


CumulativePercent

GRAPH:

21.00 / 17.9%

31.00 / 26.5%

40.00 / 34.2%

20.00 / 17.1%

5.00 / 4.3%ANY OTHER

LONG TALKING HOURS

ECONOMIC

ATTRACTIVE SCHEMES/P

EASE OF PAYMENT

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 34.2% (40) are for economic, 26.5% (31) are for long talking hours and remaining 39.3% (46) are for like attractive schemes, ease

From the inference it can conclude that majority of sample respondents are use post paid connection because it is economical.

4. WHAT INFLUENCE YOU IN SHIFTING YOUR BRAND?

STATISTICS:N Valid 117

Missing 0Mean 2.2393

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Median 2.0000Mode 1.00

45 38.5 38.5 38.5

22 18.8 18.8 57.3

27 23.1 23.1 80.3

23 19.7 19.7 100.0

117 100.0 100.0

BILLING

CLARITY OF SOUNDAND CROSSCONNECTION

NOT ATTRACTIVESCHEMES

LACK OF COMPLAINTHANDLING

Total


CumulativePercent

GRAPH:

23.00 / 19.7%

27.00 / 23.1%

22.00 / 18.8%

45.00 / 38.5%

LACK OF COMPLAINT HA

NOT ATTRACTIVE SCHEM

CLARITY OF SOUND AND

BILLING

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 38.5% (45) are for Billing, 19.7% (23) are for lack of complaint handlings,18.8% (22) are for clarity of sound and cross connection and remaining 23.0% (27) are for not attractive schemes,

From the inference it can conclude that People shift from Airtel to other service providers due to billing issues and lack in complaint handling.

4. A1. DO YOU FIND HIGH RATE PER PULSE?

STATISTICS:

N Valid 45

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25 55.6 55.6 55.6

20 44.4 44.4 100.0

45 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

20.00 / 44.4%

25.00 / 55.6%

NO

YES

INTERPRETATION:

The above graph shows that out of 45 customers, 55.6% (25) have feel that Airtel is providing high pulse per rate and remaining 44.4% (20) have satisfied with the high pulse per rate.

From the inference it can conclude that Majority of the sample respondents “feels” that Airtel pulse rates are relatively high.

4. A2. HIGH FIXED RENTAL

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STATISTICS:

N Valid 45Missing 0


34 75.6 75.6 75.6

11 24.4 24.4 100.0

45 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

11.00 / 24.4%

34.00 / 75.6%

NO

YES

INTERPRETATION:

The above graph shows that out of 45 sample respondents, 75.6% (34) have feel that the company is providing high fixed rental and remaining 44.4% (11) are satisfied with the fixed rental.

From the inference it can conclude that Majority of the sample respondents “feels” that Airtel rents are relatively high.

4. A2. JUMPS IN CALL

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STATISTICS:

N Valid 45Missing 0


20 44.4 44.4 44.4

25 55.6 55.6 100.0

45 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

25.00 / 55.6%

20.00 / 44.4%

NO

YES

INTERPRETATION:

The above graph shows that out of 45 sample respondents, 55.6% (25) have not having the complaint regarding “jumps in call” and remaining 44.4% (11) have experienced that the company is having the complaint of “jumps in call”.

From the inference it can conclude that majority of the people not having the complaint regarding “jumps in call”

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AIRTEL

4. B.1. DISTARBANCE

STATISTICS:

N Valid 22Missing 0


14 63.6 63.6 63.6

8 36.4 36.4 100.0

22 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

8.00 / 36.4%

14.00 / 63.6%

NO

YES

INTERPRETATION:

The above graph shows that out of 22 sample respondents, 63.6% (14) have complaint regarding “disturbance” and remaining 36.4% (8) do not have the complaint regarding “disturbance”.

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From the inference it can conclude that “Disturbance” was a major technical issue for the surveyed sample respondents.

4. B2. ONE-WAY COMMUNICATION

STATISTICS:

N Valid 22Missing 0


5 22.7 22.7 22.7

17 77.3 77.3 100.0

22 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

17.00 / 77.3%

5.00 / 22.7%

NO

YES

INTERPRETATION:

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The above graph shows that out of 22 sample respondents, 77.3% (17) do not have the complaint regarding “one way communication” and remaining 22.7% (5) have complaint regarding “one way communication”.

From the inference it can conclude that majority of the people do not have complaint regarding “one way communication”.

4. B3. CROSS CONNECTION

STATISTICS:

N Valid 22Missing 0

Mean 1.6364Median 2.0000 Mode 2.00

8 36.4 36.4 36.4

14 63.6 63.6 100.0

22 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

14.00 / 63.6%

8.00 / 36.4%

NO

YES

INTERPRETATION:

BABASAB PATIL

AIRTEL

The above graph shows that out of 22 sample respondents, 63.6% (14) do not have the complaint regarding “cross connection” and remaining 36.4% (8) have complaint regarding “cross connection”.

From the inference it can conclude that majority of the people do not have complaint regarding “cross connection”.

4. C1. INTRA CIRCLE CALL RATE

STATISTICS:

N Valid 27Missing 0


13 48.1 48.1 48.1

10 37.0 37.0 85.2

4 14.8 14.8 100.0

27 100.0 100.0

MEDIUM

HIGH

VERY HIGH

Total


CumulativePercent

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GRAPH:

4.00 / 14.8%

10.00 / 37.0%

13.00 / 48.1%

VERY HIGH

HIGH

MEDIUM

INTERPRETATION:

The above graph shows that out of 27 sample respondents, 48.1% (13) feel that “intra circle call rate” are medium compared with other services, 37.0% (10) of sample feel “high”, and remaining 14.8% (4) of sample feel “very high”

From the inference it can conclude that majority of the sample feel that “intra circle call rate” is medium compared with other services.

4. C2. INTER CIRCLE CALL RATE

STATISTICS:

N Valid 27Missing 0


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11 40.7 40.7 40.7

13 48.1 48.1 88.9

3 11.1 11.1 100.0

27 100.0 100.0

MEDIUM

HIGH

VERY HIGH

Total


CumulativePercent

GRAPH:

3.00 / 11.1%

13.00 / 48.1%

11.00 / 40.7%

VERY HIGH

HIGH

MEDIUM

INTERPRETATION:

The above graph shows that out of 27 sample respondents, 48.1% (13) feel that “inter circle call rate” are high compared with other services, 40.7% (11) of sample feel “medium”, and remaining 11.1% (3) of sample feel “very high”.

From the inference it can conclude that majority of the sample respondents feel that “inter circle call rate” is high compared with other services.

4. C3. OTHER

STATISTICS:

N Valid 27Missing 0

Mean 2.5556

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3 11.1 11.1 11.1

9 33.3 33.3 44.4

12 44.4 44.4 88.9

3 11.1 11.1 100.0

27 100.0 100.0

LOW

MEDIUM

HIGH

VERY HIGH

Total


CumulativePercent

GRAPH:

3.00 / 11.1%

12.00 / 44.4%

9.00 / 33.3%

3.00 / 11.1%

VERY HIGH

HIGH

MEDIUM

LOW

INTERPRETATION:

The above graph shows that out of 27 sample respondents, 44.4% (13) feel that other service like “broad band service” are high compared with other service provider, 33.3% (9) of sample feel “medium”, 11.1% (3) of customer feel low and remaining 11.1% (3) of sample feel “very high”

From the inference it can conclude that majority of the sample respondents feel that rates for other services like “broad band service” are high compared to other service providers.

4. d. HOW DO YOU RATE AIRTEL’S SERVICES RELATING TO COMPLAINT HANDLING?

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STATISTICS:

N Valid 23Missing 0


6 26.1 26.1 26.1

15 65.2 65.2 91.3

2 8.7 8.7 100.0

23 100.0 100.0

QUICK RESPONSE

LATE RESPONSE

NO RESPONSE

Total


CumulativePercent

GRAPH:

2.00 / 8.7%

15.00 / 65.2%

6.00 / 26.1%

NO RESPONSE

LATE RESPONSE

QUICK RESPONSE

INTERPRETATION:

The above graph shows that out of 23 sample respondents, 65.2% (15) feel that company is giving “late response” regarding complaint handling, 26.1% (6) feel “quick response” and remaining 8.7% (2) of sample feel “no response”.

From the inference it can conclude that Complaint handling appears to be at the core of all customer issues.

BABASAB PATIL

AIRTEL

5. DID THE COMPANY MAKE AN EFFORT TO CONTACT YOU TO KNOW THE REASONS FOR LEAVING THE NETWORK?

STATISTICS:



82 70.1 70.1 70.1

35 29.9 29.9 100.0

117 100.0 100.0

NO

YES

Total


CumulativePercent

GRAPH:

35.00 / 29.9%

82.00 / 70.1%

YES

NO

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 70.1% (82) of the people say the company people did not contact to know the reason for leaving the network and remaining 29.9% (35) are say yes the company people contact them to know the reason for leaving the network.

BABASAB PATIL

AIRTEL

From the inference it can conclude that majority of the sample respondents say that nobody from the company contacted them to find out why they quit using Airtel.

6. DID THE COMPANY MAKE ATTEMPTS SOLVE THE COMPLAINTS?

STATISTICS:



87 74.4 74.4 74.4

30 25.6 25.6 100.0

117 100.0 100.0

NO

YES

Total


CumulativePercent

GRAPH:

30.00 / 25.6%

87.00 / 74.4%

YES

NO

INTERPRETATION:

BABASAB PATIL

AIRTEL

The above graph shows that out of 117 sample respondents, 74.4% (87) of the people say the company people do not solve the problems and remaining 25.6% (30) are say yes the company people solve the problems.

From the inference it can conclude that majority of the sample respondents say that the company people do not solve customer problems satisfactorily.

7. DO YOU ACCEPT THE CHANGING TARRIF PLANS / SCHEMES BY COMPANY?

STATISTICS:



45 38.5 38.5 38.5

72 61.5 61.5 100.0

117 100.0 100.0

YES

NO

Total


CumulativePercent

GRAPH:

72.00 / 61.5%

45.00 / 38.5%

NO

YES

BABASAB PATIL

AIRTEL

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 61.5% (72) of the people say company doesn’t allow changing the tariff plans and remaining 38.5% (45) are say the company allows changing the tariff plans.

From the inference it can conclude that majority of the people say company doesn’t allow changing the tariff plans.

8. WHICH COMPANY PROVIDES BEST TARRIF PLANS?

STATISTICS:

N Valid 117

Missing 0

Mean 2.2564

Median 2.0000

Mode 2.00

73 62.4 62.4 62.4

3 2.6 2.6 65.0

6 5.1 5.1 70.1

5 4.3 4.3 74.4

30 25.6 25.6 100.0

117 100.0 100.0

VODAFONE

SPICE

RELIANCE

TATA INDICOM

BSNL

Total


CumulativePercent

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GRAPH:

30.00 / 25.6%

5.00 / 4.3%

6.00 / 5.1%

3.00 / 2.6%

73.00 / 62.4%

BSNL

TATA INDICOM

RELIANCE

SPICE

VODAFONE

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 62.4% (73) feel that “Vodafone” provides best tariff plans, 25.6% (30) of sample feel “BSNL”, and remaining 12.0% (14) of sample feel others like reliance, TATA Indicom and Spice.

From the inference it can conclude that majority of the sample respondents feel

Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans.

9. THE STRENGTHS & AREAS OF IMPROVEMENTS OF EACH BRAND?

A) VODAFONESTATISTICS:


Mean 2.4103


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AIRTEL

30 25.6 25.6 25.6

44 37.6 37.6 63.2

14 12.0 12.0 75.2

29 24.8 24.8 100.0

117 100.0 100.0

Customer Service

Economic price

Value added schemes

Billing

Total


CumulativePercent

GRAPH:

Vodafone

Billing

Value added schemes

Economic price

Customer Service

Fre

qu

en

cy

50

40

30

20

10

29

14

44

30

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 37.6% feel that “Vodafone” is best in economic, 25.6% feel customer oriented and remaining said it has to improve the network.

From the inference it can conclude that majority of the sample respondents feel “Vodafone” is best in economic.

B) SPICE

STATISTICS:



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AIRTEL

82 70.1 70.1 70.1

18 15.4 15.4 85.5

8 6.8 6.8 92.3

9 7.7 7.7 100.0

117 100.0 100.0

Customer Service

Economic price

Good network

Billing

Total


CumulativePercent

GRAPH:

Spice

Billing

Good network

Economic price

Customer Service

Fre

qu

en

cy

100

80

60

40

20

098

18

82

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 70.1% feel that “Spice” is best in economic price, and remaining said it has to improve the clarity and network.

From the inference it can conclude that majority of the sample respondents feel “Spice” is best in economic price.

C) RELIANCE

STATISTICS:


Mean 1.9316

Median 2.0000

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Mode 1.00

59 50.4 50.4 50.4

29 24.8 24.8 75.2

14 12.0 12.0 87.2

15 12.8 12.8 100.0

117 100.0 100.0

Customer Service

Economic price

Good network

Value added features

Total


CumulativePercent

GRAPH:

Reliance

Value added features

Good network

Economic price

Customer Service

Fre

qu

en

cy

70

60

50

40

30

20

10

0

1514

29

59

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 50.4% feel that “Reliance” is best in customer oriented and remaining said it has to improve in value added features.

From the inference it can conclude that majority of the sample respondents feel “Reliance” is best for Customer oriented.

D) TATA INDICOM

STATISTICS:

N Valid 117

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AIRTEL



28 23.9 23.9 23.9

29 24.8 24.8 48.7

15 12.8 12.8 61.5

13 11.1 11.1 72.6

32 27.4 27.4 100.0

117 100.0 100.0

Customer Service

Economic price

Good network

Value Added features

Billing

Total


CumulativePercent

GRAPH:

TATA Indicom

Billing

Value Added features

Good network

Economic price

Customer Service

Fre

qu

en

cy

40

30

20

10

0

32

1315

2928

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 27.4% feel that “TATA Indicom” is best in billing, and 23.9% feel value added services and remaining said it has to improve the network.

From the inference it can conclude that majority of the sample respondents feel “TATA Indicom” is best in Billing.

E) BSNL

STATISTICS:

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AIRTEL



74 63.2 63.2 63.2

43 36.8 36.8 100.0

117 100.0 100.0

Economic price

Good network

Total


CumulativePercent

GRAPH:

BSNL

Good networkEconomic price

Fre

qu

en

cy

80

60

40

20

0

43

74

INTERPRETATION:

The above graph shows that out of 117 sample respondents, 63.2% feel that “BSNL” is best in economic, 36.8% feel it is good in network and remaining said it has to improve the value added services like free caller tones.

From the inference it can conclude that majority of the sample respondents feel “BSNL” is best in economic.

BABASAB PATIL

AIRTEL

HYPOTHESIS

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AIRTEL

DATA ANALYSIS METHOD

Data analysis is a crucial step in the marketing research. The purpose of this analysis is to interpret the collected data & to draw the conclusions from the mass of the collected data. The statistical calculations are the unscratchable parts of any survey.

Test Used

Here “Z-Test” has been used because the size of the sample is more than 30.

In this test I have used standard error as standard deviation because as I am dealing with the proportions I cannot have standard deviation.

Sigma p = P (1-p) n-1

Z= (P0-p) / SWhere P = Population Proportion

P0 = Sample ProportionS = Standard errorn = Sample Size

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AIRTEL

HYPOTHESIS: 1.

This Hypothesis is tested with the help of questionnaire. The H0 states that more than 70% of customers are feeling that company people not solve customer problems satisfactorily. As per the data collected 87 out of 117 customers are agreed that company people not solve customer problems satisfactorily

Ho= At least 74% of respondents said company people do not solve customer problems satisfactorily = P > 0.74

H1= the respondents said company people do not solve customer problems satisfactorily is less than 74% = P ≤ 0.74

Using “Z Test” can prove this.

P= 0.74 1-P = 1-0.74 = 0.26

N = Sample size = 117 n-1 = 116

α = 5% level of confidence.

Z= 1.64 (referring table)

S = 0.74 (1-0.74) 116

S = 0.068And

Z = (P0 – p) / S Here P0 = 87/117 = 0.744

= (0.744 – 0.74) / 0.068

= 0.004 / 0.068

Z = 0.588

CONCLUSION: Accept H0 because it fall under the confidence level that is 1.64

And here 74% customers are agreed that company people not solve customer problems satisfactorily

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AIRTEL

FINDINGS

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AIRTEL

FINDINGSBased on the analysis and the interpretation of the data, findings are

recorded which are as follows,

1. Majority of the sample respondents belongs to the age group of 21 – 25 years.

2. Majority of sample respondents are use post paid connection because it is

economical

3. People shift from Airtel to other service providers due to billing issues and lack in

complaint handling.

4. Majority of the sample respondents “feels” that Airtel pulse rates, rents, inter

circle call rate are relatively high.

5. “Disturbance” was a major technical issue for the surveyed sample respondents.

6. Majority of the sample respondents feel that “intra circle call rate” are comparable

with other services.

7. It is observed that majority of the sample respondents feel that rates for other

services like “broad band service” are high compared to other service providers.

8. Complaint handling appears to be at the core of all customer issues. It is observed

that majority of the sample respondents say that the company people do not solve

customer problems satisfactorily.

9. Majority of the sample respondents say that nobody from the company contacted

them to find out why they quit using Airtel.

10. Vodafone and BSNL are leading as competitors to Airtel in terms of tariff plans.

11. Airtel leads closest competitors Vodafone, Spice and TATA Indicom in terms of

network and value added services.

12. It is observed that majority of the sample respondents feel “Reliance” is best for

Customer oriented services and needs to improve only in value added features like

free caller tones and ring tones download.

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AIRTEL

SUGGESTIONS

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AIRTEL

SUGGESTIONS

Based on the findings of the study the following suggestions are made.

Airtel should come up with more plans suited for the age group of above 26 - 30 years.

come up with more plans suited for the government officials.

try to contact the people who have left the Airtel network and get the cause due to

which they have left Airtel.

improve the billing service

re-look toward reducing fixed rental charges

come up with more and more attractive schemes like loyalty discounts etc.

BABASAB PATIL

AIRTEL

CONCLUSION

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AIRTEL

CONCLUSION

Customers’ expectations constantly keep increasing, especially from a growing

sector like telecom where the choices they have are ample, the customers get close to

being insatiable. High quality and low cost are no longer USPs’ (Unique Selling

Proposition) for any service provider. These are assumed. Today’s mobile user wants

more.

Firstly, the customer is constantly in search of a better “offer” that fits his / her

need. Hence loyalty is a rarity in the telecom business. With TRAI (Telephone

Regulatory Authority of India) insisting on MNP (Mobile Number Portability) to be

implemented soon, the difficulty in using a new number while switching service

providers will be eliminated. The service providers will have to constantly endeavor to

maintain their market shares.

Secondly, branding and other promotional activities seem to help only to a point.

In order to achieve customer loyalty, the journey promises to be tough and never ending.

Finally, today’s customer is very sensitive to issues like responses to complaints,

billing system, value for money etc. These and such other issues deserve special concern.

BABASAB PATIL

AIRTEL

BIBLIOGRAPHY

1. Marketing Management by Philip Kotler.

2. www.airtelenterprise.com

3. www.bhartiteleventures.com

4. http://www.marketingprinciples.com/customerretention/default.asp?cat=123

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http://www.bhartiteleventures.com/

http://www.airtelenterprise.com/

AIRTEL

ANNEXURE

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AIRTEL

QUESTIONNAIRE

Dear Sir/Madam,Personal data: Name of the customer: - ________________.

Address: - ___, Contact (if any):- . Town/ village: - .

1. Which of the age group do you belong?a. Up to 15 Yrs b. 16 - 20 Yrs c. 21 – 25 Yrs

d. 26 – 30 Yrs e. 31 – 40 Yrs f. 41 - 50 Yrs

g. Above 50 Yrs

2. Which of the Profession do you belong?

a. Student b. Businessmen c. Govt. Employee

d. Company employee e. House wife f. Agriculture.

g. Doctor. h. Any other.

3. State the reasons for using the postpaid connection?

a. Ease of payment b. Attractive Schemes / packages

c. Economical d. Long talking hrs

e. Any other

4. What influenced you in shifting your brand?

a. Billing

b. Clarity of sound and Cross connections

c. Not attractive schemes

d. Lack of complaint handling

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AIRTEL

Attempt the only questions, which you have ticked.

a) Billing.

i. Do you find high rate per pulse?

Yes. No.

ii. Do you find problem these following factors?

Factors Yes No

High fixed rental

Jumps in call

b) Clarity of sound

i. Do you find problems in following factors?

Factors Yes NoDisturbance

One way communication

Cross connections

c) Not Attractiveness of schemes and cross connection.

i. How do you compare with your existing service to Airtel service?

Low Medium High

V.High

Inter circle call rate. [ ] [ ] [ ]

[ ]

Intra circle call rate. [ ] [ ] [ ]

[ ]

Other_________________. [ ] [ ] [ ]

[ ]

d) Lack of Complaint handling.

i. How do you rate Airtel’s services relating to complaint handling?

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AIRTEL

Quick response

Late response

No response.

5. Did the company make attempts solve the complaints?

Yes No

6. Did the company make an effort to contact you to know the reasons for leaving

the Network?

Yes No

7. Do you accept the changing tariff plans / schemes by company?

Yes No

8. Which company provides the best tariff plans?

a. Vodafone b. Spice c. Reliance

d. Tata Indicom e. BSNL

9. The strengths of each brand?

Brands Clarity Free SMS

Economic Billing Reach Value added

services

Customer oriented

Vodafone

Spice

Reliance

Tata Indicom

BSNL

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AIRTEL

THANK YOU

BABASAB PATIL

Custmer switching from airtel to other serviices telecom project report

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Transcript of Custmer switching from airtel to other serviices telecom project report