Airtel Customer Retention Strategies

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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. 68 – 69
FINDINGS.

10. SUGGESTIONS. 70 – 71

11. CONCLUSION. 72 – 73

12. BIBLIOGRAPHY. 74

13. ANNEXURE. 75 – 78

BABASAB PATIL Page 1

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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%
 No Customer Contact Strategy 67%


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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

• Accessing the company documents


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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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TELECOMMUNICATI
ON
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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PUBLIC PRIVATE RURAL
YEAR SECTOR SECTOR 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

INVESTMENT REQUIREMENT(FIGURE IN Rs CRORE)

120000
100000
80000 TOTAL YAERLY
RUPEES 60000 RURAL SECTOR
40000 PRIVATE SECTOR
20000 PUBLIC SECTOR
0 YEAR
1 2 3 4 5 6 7
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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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
1995 VSNL launches internet services
1996 TRAI formed
1998 Internet policy announced
1999 New telecom policy announced


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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
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


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


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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.

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,


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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

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


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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.

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


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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,
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


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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.

National Long Distance Market


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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

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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.

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


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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

BHARTI ENTERPRISES

BHARTI TELEVENTURES BHARTI GLOBAL
BHARTI TELETECH

BHARTI INFOTRAC
MOBILITY LEADERS INFOTEL LEADERS

CELLULAR SERVICES

LONG DISTANCE FIXED LINE BROADBAND

BHARTI HEALTHCARE BHARTI FOUNDATION


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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,
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.


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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
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


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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
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.


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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.

PRODUCTS

 Post paid connection

 Prepaid connection

 Calling cards

 Handy phones


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 Airtel PCO

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Want to go Airtel and stay connected anytime, anywhere? Just visit a Airtel outlet
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By using the World Calling Card to make long distance calls, you pay up to 30%
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90%. So you will no longer need to worry about heavy international roaming bills.
Home Calling Cards are prepaid cards that allow you to make calls from landlines, PCOs


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& mobiles from across 95 countries. By using Home Calling Card to make long distance
calls, you pay up to 90% lower rates than international roaming charges.

CUSTOMER SUPPORT

Our customer care personnel are available 24 X 7 to support you for call
completion requests, dialing instructions, country/city codes information, access number
information, unit balance and card expiration date.

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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).

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,


AIRTEL

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.

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.


AIRTEL

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

 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.

AIRTEL

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.

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


AIRTEL

 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.

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.


AIRTEL

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

 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


AIRTEL

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

 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.


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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.

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.


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 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

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


AIRTEL

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
 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

 Airtel PCO


AIRTEL

ARTICLE


AIRTEL

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.


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.


AIRTEL


AIRTEL

RESEARCH
METHODOLOGY


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.

4. 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


AIRTEL

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

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


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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


AIRTEL

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

N Valid 117
Missing 0
Mean 3.5556
Median 3.0000
Mode 3.00

Cumulative
Frequency Percent Valid Percent Percent
Valid 21 - 25 YEARS 62 53.0 53.0 53.0
26 - 30 YEARS 45 38.5 38.5 91.5
31 - 40 YEARS 10 8.5 8.5 100.0
Total 117 100.0 100.0

GRAPH:

31 - 40 YEARS

10.00 / 8.5%

21 - 25 YEARS
26 - 30 YEARS
62.00 / 53.0%
45.00 / 38.5%

INTERPRETATION:


AIRTEL

 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:

N Valid 117
Missing 0
Mean 2.1282
Median 2.0000
Mode 1.00

Cumulative
Valid STUDENT 49 41.9 41.9 41.9
BUSINESSMEN 28 23.9 23.9 65.8
GOVT, EMPLOYEE 34 29.1 29.1 94.9
DOCTOR 6 5.1 5.1 100.0
Total 117 100.0 100.0

GRAPH:

DOCTOR

6.00 / 5.1%

GOVT, EMPLOYEE
STUDENT
34.00 / 29.1%
49.00 / 41.9%

BUSINESSMEN

28.00 / 23.9%

INTERPRETATION:


AIRTEL

 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:
N Valid 117
Missing 0
Mean 3.3675
Median 3.0000
Mode 3.00

Cumulative
Valid EASE OF PAYMENT 5 4.3 4.3 4.3
ATTRACTIVE
20 17.1 17.1 21.4
SCHEMES/PACKAGES
ECONOMIC 40 34.2 34.2 55.6
LONG TALKING HOURS 31 26.5 26.5 82.1
ANY OTHER 21 17.9 17.9 100.0
Total 117 100.0 100.0


AIRTEL

GRAPH:

EASE OF PAYMENT

ANY OTHER 5.00 / 4.3%

21.00 / 17.9% ATTRACTIVE SCHEMES/P

20.00 / 17.1%

LONG TALKING HOURS

31.00 / 26.5%

ECONOMIC

40.00 / 34.2%

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 0
Mean 2.2393
Median 2.0000
Mode 1.00


AIRTEL

Cumulative
Valid BILLING 45 38.5 38.5 38.5
CLARITY OF SOUND
AND CROSS 22 18.8 18.8 57.3
CONNECTION
NOT ATTRACTIVE
27 23.1 23.1 80.3
SCHEMES
LACK OF COMPLAINT
23 19.7 19.7 100.0
HANDLING
Total 117 100.0 100.0

GRAPH:

LACK OF COMPLAINT HA

23.00 / 19.7%

BILLING

45.00 / 38.5%

NOT ATTRACTIVE SCHEM

27.00 / 23.1%

CLARITY OF SOUND AND

22.00 / 18.8%

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
Missing 0
Mean 1.4444
Median 1.0000


AIRTEL

Mode 1.00
Cumulative
Valid YES 25 55.6 55.6 55.6
NO 20 44.4 44.4 100.0
Total 45 100.0 100.0

GRAPH:

NO

20.00 / 44.4%

YES

25.00 / 55.6%

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
STATISTICS:

N Valid 45
Missing 0


AIRTEL

Mean 1.2444
Median 1.0000
Mode 1.00
Cumulative
Valid YES 34 75.6 75.6 75.6
NO 11 24.4 24.4 100.0
Total 45 100.0 100.0

GRAPH:

NO

11.00 / 24.4%

YES

34.00 / 75.6%

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

STATISTICS:

N Valid 45

AIRTEL

Missing 0
Mean 1.5556
Median 2.0000
Mode 2.00
Cumulative
Valid YES 20 44.4 44.4 44.4
NO 25 55.6 55.6 100.0
Total 45 100.0 100.0

GRAPH:

YES
20.00 / 44.4%

NO

25.00 / 55.6%

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”

4. B.1. DISTARBANCE


AIRTEL

STATISTICS:

N Valid 22
Missing 0
Mean 1.3636
Median 1.0000
Mode 1.00
Cumulative
Valid YES 14 63.6 63.6 63.6
NO 8 36.4 36.4 100.0
Total 22 100.0 100.0

GRAPH:

NO

8.00 / 36.4%

YES

14.00 / 63.6%

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”.

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

4. B2. ONE-WAY COMMUNICATION

AIRTEL

STATISTICS:

N Valid 22
Missing 0
Mean 1.7727
Median 2.0000
Mode 2.00
Cumulative
Valid YES 5 22.7 22.7 22.7
NO 17 77.3 77.3 100.0
Total 22 100.0 100.0

GRAPH:

YES

5.00 / 22.7%

NO

17.00 / 77.3%

INTERPRETATION:

 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”.


AIRTEL

4. B3. CROSS CONNECTION
STATISTICS:

N Valid 22
Missing 0
Mean 1.6364
Median 2.0000
Mode 2.00
Cumulative
Valid YES 8 36.4 36.4 36.4
NO 14 63.6 63.6 100.0
Total 22 100.0 100.0

GRAPH:

YES
8.00 / 36.4%

NO
14.00 / 63.6%

INTERPRETATION:

 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”.


AIRTEL

4. C1. INTRA CIRCLE CALL RATE

STATISTICS:

N Valid 27
Missing 0
Mean 2.6667
Median 3.0000
Mode 2.00
Cumulative
Valid MEDIUM 13 48.1 48.1 48.1
HIGH 10 37.0 37.0 85.2
VERY HIGH 4 14.8 14.8 100.0
Total 27 100.0 100.0

GRAPH:

VERY HIGH

4.00 / 14.8%

MEDIUM

13.00 / 48.1%

HIGH

10.00 / 37.0%

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”


AIRTEL

 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 27
Missing 0
Mean 2.7037
Median 3.0000
Mode 3.00
Cumulative
Valid MEDIUM 11 40.7 40.7 40.7
HIGH 13 48.1 48.1 88.9
VERY HIGH 3 11.1 11.1 100.0
Total 27 100.0 100.0

GRAPH:

VERY HIGH

3.00 / 11.1%

MEDIUM

11.00 / 40.7%

HIGH
13.00 / 48.1%

INTERPRETATION:

“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”.


AIRTEL

 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 27
Missing 0
Mean 2.5556
Median 3.0000
Mode 3.00
Cumulative
Valid LOW 3 11.1 11.1 11.1
MEDIUM 9 33.3 33.3 44.4
HIGH 12 44.4 44.4 88.9
VERY HIGH 3 11.1 11.1 100.0
Total 27 100.0 100.0

GRAPH:

VERY HIGH LOW

3.00 / 11.1% 3.00 / 11.1%

MEDIUM

9.00 / 33.3%
HIGH

12.00 / 44.4%

INTERPRETATION:

other service like “broad band service” are high compared with other service


AIRTEL

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”

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?

STATISTICS:

N Valid 23
Missing 0
Mean 1.8261
Median 2.0000
Mode 2.00
Cumulative
Valid QUICK RESPONSE 6 26.1 26.1 26.1
LATE RESPONSE 15 65.2 65.2 91.3
NO RESPONSE 2 8.7 8.7 100.0
Total 23 100.0 100.0


AIRTEL

GRAPH:

NO RESPONSE

2.00 / 8.7%
QUICK RESPONSE

6.00 / 26.1%

LATE RESPONSE

15.00 / 65.2%

INTERPRETATION:

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.

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

STATISTICS:

N Valid 117
Missing 0
Mean 1.2991
Median 1.0000
Mode 1.00


AIRTEL

Cumulative
Valid NO 82 70.1 70.1 70.1
YES 35 29.9 29.9 100.0
Total 117 100.0 100.0

GRAPH:

YES

35.00 / 29.9%

NO

82.00 / 70.1%

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.

 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:

N Valid 117
Missing 0


AIRTEL

Mean 1.2564
Median 1.0000
Mode 1.00
Cumulative
Valid NO 87 74.4 74.4 74.4
YES 30 25.6 25.6 100.0
Total 117 100.0 100.0

GRAPH:

YES
30.00 / 25.6%

NO
87.00 / 74.4%

INTERPRETATION:

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?


AIRTEL

STATISTICS:

N Valid 117
Missing 0
Mean 1.6154
Median 2.0000
Mode 2.00
Cumulative
Valid YES 45 38.5 38.5 38.5
NO 72 61.5 61.5 100.0
Total 117 100.0 100.0

GRAPH:

YES
45.00 / 38.5%

NO
72.00 / 61.5%

INTERPRETATION:

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.


AIRTEL

8. WHICH COMPANY PROVIDES BEST TARRIF PLANS?
STATISTICS:

N Valid 117
Missing 0
Mean 2.2564
Median 2.0000
Mode 2.00
Cumulative
Valid VODAFONE 73 62.4 62.4 62.4
SPICE 3 2.6 2.6 65.0
RELIANCE 6 5.1 5.1 70.1
TATA INDICOM 5 4.3 4.3 74.4
BSNL 30 25.6 25.6 100.0
Total 117 100.0 100.0

GRAPH:

BSNL

30.00 / 25.6%

TATA INDICOM

5.00 / 4.3%
VODAFONE
RELIANCE
73.00 / 62.4%
6.00 / 5.1%
SPICE

3.00 / 2.6%

INTERPRETATION:

“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.

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


AIRTEL

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

A) VODAFONE
STATISTICS:

N Valid 117
Missing 0
Mean 2.4103
Median 2.0000
Mode 3.00
Cumulative
Valid Customer Service 30 25.6 25.6 25.6
Economic price 44 37.6 37.6 63.2
Value added schemes 14 12.0 12.0 75.2
Billing 29 24.8 24.8 100.0
Total 117 100.0 100.0

GRAPH:
50

44
40

30
30
29

20
Frequency

14
10
Customer Service Value added schemes
Economic price Billing

Vodafone

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.


AIRTEL

“Vodafone” is best in economic.

B) SPICE
STATISTICS:

N Valid 117
Missing 0
Mean 1.8974
Median 2.0000
Mode 1.00
Cumulative
Valid Customer Service 82 70.1 70.1 70.1
Economic price 18 15.4 15.4 85.5
Good network 8 6.8 6.8 92.3
Billing 9 7.7 7.7 100.0
Total 117 100.0 100.0

GRAPH:
100

80 82

60

40
Frequency

20
18

8 9
0
Customer Service Good network
Economic price Billing

Spice

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.


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Airtel Customer Retention Strategies

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