A project on Airtel

1. Customer Satisfaction Of Airtel
ACKNOWLEDGEMENT
I take this opportunity to express my profound gratitude and deep regards to my guide (name)
for his exemplary guidance, monitoring and constant encouragement throughout the course of
this project. The blessing, help and guidance given by (him/ her) time to time shall carry me a
long way in the journey of life on which I am about to embark.
Last but not least, my sincere thanks to my parents and friends for their wholehearted support
and encouragement.
(Student name)

2. Content
CHAPTER PAGE NO
Chapter 1 : Introduction
 Introduction to customer satisfaction
 Customer satisfaction measurement
 Improving Customer Satisfaction
 Benefits and Challenges
Chapter 2 : Researchmethodology
 Method of Research
 Needof Study
 Objective of study
Chapter 3: Airtel- Company profile
Chapter 4 : Product and services of Airtel
Chapter 5 : Swot analysis
 Strength
 Weakness
 Threat
 Opportunities
Chapter 6 : Distribution procedure & sales force
Chapter 7: Product of Airtel , outlets catergroise & Target
Chapter 8: Data Analysis
Chapter 9: Conclusion
 Finding
 Suggestions
 Biblography
 conclusion

3. CHAPTER -1
INTRODUCTION

4. INTRODUCTION TO CUSTOMER SATISFACTION
Customer satisfaction is a term frequently used in Marketing. While it's often abbreviated as
CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as
"the number of customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals."[1] In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.[
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able
do this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,
might receive a lower satisfaction rating than a budget motel—even though its facilities and
service would be deemed superior in 'absolute' terms.
Satisfaction is basically a psychological state it is a difficult thing to measure quantitatively .in
other words there are no units of satisfaction that have been defined. The usual measures of
customer satisfaction involves a survey instrument with a set of statements using aa liker
techniques or scale the customers is asked to evaluate each statement and select from a scale who
the customer agree or disagree with the statement.

5. CUSTOMER SATISFACTION MEASUREMENT
A basic and effective base line customer satisfaction survey program should focus on
measuring customer perception of how will the company delivers on the critical success factors
and dimensions of the business as defined by the customers:
For example
• Service promptness
• Courtesy of staff
• Responsiveness
• Understanding the customer problem etc.
The findings of the company performance should be analyzed both with all customers and by
key segments of the customer population. The essential starting point for customer is

6. Improving Customer Satisfaction
Published standards exist to help organizations develop their current levels of customer
satisfaction. The International Customer Service Institute (TICSI) has released The International
Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on
delivering excellence in the management of customer service, whilst at the same time providing
recognition of success through a 3rd Party registration scheme. TICSS focuses an organization’s
attention on delivering increased customer satisfaction by helping the organization through a
Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes People,
Premises, Product/Services, as well as performance measurement. The implementation of a
customer service standard should lead to higher levels of customer satisfaction, which in turn
influences customer retention and customer loyalty.

7. Benefits and Challenges:
Surveys allow an organization to quickly capture vital information with relatively little
expense and effort. A primary advantage of this method is its directness: “the purpose is clear
and the responses straightforward.” Additionally, the information gathered by surveys can easily
be analyzed and used to identify trends over time. The public views consumer product polls and
pollsters in a generally positive manner compared to political and other polls. One study found
that at least sixty percent of the public feels that market research about products and services has
a positive impact on society. Seventy percent consider the people who conduct such surveys to
have positive impacts on society.
A major disadvantage of customer surveys is that the responses may be influenced by the
measurement itself through various forms of bias. For example, most surveys are voluntary, and
some researchers have found differences between survey respondents and non-respondents.
People who respond to surveys answer questions differently than those who do not respond, and
late responders answer differently than early responders.

8. CHAPTER 2
RESEARCH METHODOLOGY

9. METHOD OF RESEARCH
Survey method:
A Survey is a complete operation, which requires some technical knowledge Survey
methods are mostly personal in character. Surveys are best suited for getting primary data. the
research obtains information from the respondents by interviewing them.
Sampling: It is not always necessary to collect data from whole universe4. A small
representative sample may serve the purpose. A sample means a small group taken in a large lot.
This small group taken in a large lot .This small group should be emanative cross section and
really “representative” in character. This selection process in calls sampling.
Sample size: Samples are devices for learning about large masses by observing a few
individuals. The selected sample is 100.
Methods of Sampling
Random sample method:
The method adop0ted here is random sampling method. A Random sample is one
where each item in th3e universe has as an equal chance of known opportunity of being selected.
ResearchInstrument
Questionnaire:
A questionnaire is a carefully complied logical sequence of questr5ions directed to a
define objective. It is the outline of what information is required and the framework on which
the data is built upon. Questionnaire is commonly used in securing marker information that its
preparation deserves utmost skill and care.
Collection of data:
One of the important tools for conduction market research is that availability of necessary
and useful data. Date collection is more of an art than a science. The methods of marketing

10. research are in a way the methods of data collection. The sources of information fall under two
categories.
Internal sources:
Every company has to keep certain records such as accounts, reports etc. these records
provide sample information which an organization usually keeps collection in its working.
External sources:
When internal records are insufficient and required information is not available, the
organization will have to depend on external sources. Of data are.
a) Primary data:
The data collected for a purpose in original and for the first time is known as primary
data. The researches collect this data to study a particular problem.
Here the primary data is data collected through questionnaire by directly meeting the customers
b) Secondary Data:
The data, which is collected from the published sources i.e., not originally collected of
the first rime is called secondary data.
Here the secondary data is data collected from the company’s brochures, pamphlets,
catalogues and the website.
PRESENTATION OF THE DATA:
 A schedule of 18 questions has been prepared to suit the objectives of the study.
 On the basis of convenient random sampling technique, the respondents have been
selected and information has been collected.
 The collected information has been classified, tabulated, analysis using mathematical
tools like percentages and interpretations have been drawn.
 After analysis, findings have been drawn and suggestions are offered

11. NEED OF THE STUDY
This project focuses mainly to know how important is the customer service for a business to exist
and to know about the marketing and management skills that are necessary in this present
scenario for any organization’s growth. This survey is mainly based on satisfaction levels of
Airtel customers. Feedback is taken from the customer on visiting the Airtel outlets about their
experience visiting to these outlets is collected by the help of questionnaires.
One of the major problems in an organisation is Customer Satisfaction. In the era of relationship
marketing customers feelings and his satisfaction derived from the service he is using plays a
very important role in an organisation. Being an oligopoly service sector the Telecom service
sector has a tough completion. Airtel faces tough completion from Vodafone, Idea and BSNL.
Airtel mainly focuses on sale of its services with a better customer service for increasing its
brand loyalty and having a good network with its customers for its success. For the betterment of
its service airtel service sector also takes feedback from its customers on visiting the showroom.
To be successful today’s companies must be dynamic, constantly evolving and adjusting to the
ever changing market conditions.

12. OBJECTIVE OF THE STUDY
1. To understand the awareness of Airtel products among consumers in the market.
2. To create interest as well as find out the potential new consumers
3. To analyze the consumers perception towards Airtel
4. To know the satisfaction level of consumers towards Airtel products and services.
5. To maximize consumers outlets through traditional channel that will increase the sales in
future.
6. To create more numbers of Airtel subscribers.

13. CHAPTER :3
AIRTEL

14. Company profile
Bharti Airtel
Type: Public, Listed on BSE and NSE
Founded: 1985
Headquarters: New Delhi, India
Key people: Sunil Bharti Mittal (Chairman and CEO)
Industry: Telecommunication
Products: Mobile Network, Wireless, Landline, Broadband, Satellite Television
Revenue: $13,319 Billion
Profit: $ 3,983billion (2010)
Total assets:$15.527 billion (2010)
Total equity: $9.491 billion (2010)
Employees: 24,501 (December 2010)
Parent: Bharti Enterprises (63.45%)
SingTel (32.15%)
Vodafone (4.4%)
Website: www.airtel.in
Bharti Airtel Limited is a leading global telecommunications company that ranks amongst the
top 4 mobile service providers globally, in terms of subscribers. The revenue from operations is
INR 4,53,509* Mn and its net profit is INR 50,963* Mn. It employs over 15,563 people full
time. In India, the Company offers products and services both for the end consumer as well as
for businesses. The consumer business offers 2G, 3G and 4G wireless services, mobile
commerce, fixed line services, high speed DSL broadband, IPTV and Digital TV. The enterprise
services include national & international long distance services to large enterprises, carriers and
tower infrastructure services. In the rest of the geographies (i.e. Africa), it offers 2G and 3G
wireless services and mobile commerce. Headquartered in New Delhi, India, the company has
operations in 20 countries across Asia and Africa. Our network coverage extends to over
4,65,482 towns and villages in India. Our products are available at over 1.4 million retailers, and
by end March 2013, we had over 271 million subscribers across operations in two continents. It
is our vision that by 2015, Airtel will be the most loved brand, enriching the lives of millions
across the world. Our corporate vision describes what we aim to do. Our values of AIR - “Alive,
Inclusive and Respectful” - describe how
we intend to get there.
Alive
We are alive to the needs of our customers. We act with passion, energy and a
'can do' attitude to help our customers realise their dreams.

15. Inclusive
Airtel is for everyone — we champion diversity, recognizing the breadth and
depth of the communities we service. We work with them, anticipating, adapting and delivering
solutions that enrich their lives.
Respectful
We live the same lives as customers, sharing the same joys and the same pains.
We never forget that they are why we exist. We act with humility, honesty and mutual respect.
Sunil Bharti Mittal founded the Bharti Group. In 1983, Mittal was in an
agreement with Germany's Siemens to manufacture push-button telephone models for the Indian
market. In 1986, Mittal incorporated Bharti Telecom Limited (BTL), and his company became
the first in India to offer push-button telephones, establishing the basis of Bharti Enterprises. By
the early 1990s, Sunil Mittal had also launched the country's first fax machines and its first
cordless telephones. In 1992, Mittal won a bid to build a cellular phone network in Delhi. In
1995, Mittal incorporated the cellular operations as Bharti Tele-Ventures and launched service in
Delhi. In 1996, cellular service was extended to Himachal Pradesh. In 1999, Bharti Enterprises
acquired control of JT Holdings, and extended cellular operations to Karnataka and Andhra
Pradesh. In 2000, Bharti acquired control of Skycell Communications, in Chennai. In 2001, the
company acquired control of Spice Cell in Calcutta. Bharti Enterprises went public in 2002, and
the company was listed on Bombay Stock Exchange and National Stock Exchange of India. In
2003, the cellular phone operations were rebranded under the single Airtel brand. In 2004, Bharti
acquired control of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to
Andaman and Nicobar. This expansion allowed it to offer voice services all across India. In
2009, Airtel launched its first international mobile network in Sri Lanka. In 2010, Airtel acquired

16. the African operations of the Kuwait-based Zain Telecom. In March 2012, Airtel launched a
mobile operation in Rwanda.
Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in July
2004 becoming to the first operator in India to do so. The Airtel theme song, composed by A.R.
Rahman, was the most popular tune on that year.
During the 2009–10 financial year, Bharti negotiated for its strategic
partner Alcatel-Lucent to manage the network infrastructure for the tele-media business. On 31
May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for setting up
an Internet Protocolaccess network (mobile backhaul) across the country. This would help
consumers access internet at faster speed and high quality internet browsing on mobile handsets.
In May 2013, Bharti Infotel paid Rs 50,000 as compensation to a customer "for
unfair trade practices". The customer alleged that the company continued to aggressively demand
payment despite customer requests for disconnection of service.
Mobile Services
Airtel operates in all telecom circles of India. Airtel is the largest operator in
rural India, with 83.82 million subscribers as of April 2013. Airtel was the 6th most valued brand
according to an annual survey conducted by Brand Finance and The Economic Times in 2010.
3G
On 18 May 2010, the 3G spectrum auction was completed and Airtel paid the
Indian government 122.95 billion (US$1.9 billion) for spectrum in 13 circles, the most amount

17. spent by an operator in that auction. Airtel won 3G licences in 13 telecom circles of
India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (West),
Rajasthan,West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu &
Kashmir. Airtel also operates 3G services in Maharastra & Goa and Kolkata circles through an
agreement with Vodafone and in Gujarat through an agreement with Idea. This gives Airtel a 3G
presence in 15 out of 22 circles in India. Airtel is fined by DoT 3.50 billion for not stopping
offering 3G Services through Roaming Pacts outside its Licensed Zones in Seven Circles.
On 20 September 2010, Bharti Airtel said that it had given contracts to Ericsson
India, Nokia Siemens Networks (NSN) and Huawei Technologies to set up infrastructure for
providing 3G services in the country. These vendors would plan, design, deploy and maintain
3G–HSPA (third-generation, high-speed packet access) networks in 13 telecom circles where the
company had won 3G licences. While Airtel awarded network contracts for seven 3G circles to
Ericsson India, NSN would manage networks in three circles. Chinese telecom equipment
vendor Huawei Technologies was introduced as the third partner for three circles.
Airtel launched 3G services in Bangalore on 24 January 2011. On 27 January
2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On 27 July 2011, 3G
services were launched in Kerala's 3 largest cities – Kochi, Kozhikode and Thiruvananthapuram.
Airtel 3G services are available in 200 cities through its network and in 500
cities through intra-circle roaming arrangements with other operators. Airtel had about 5.4
million 3G customers of which 4 million are 3G data customers as of September 2012.

18. 4G
On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum
auction in India ended. Airtel paid 33.1436 billion (US$520 million) for spectrum in 4
circles:Maharashtra and Goa, Karnataka, Punjab and Kolkata. The company was allocated
20 MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and
operated by ZTE in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens Networks in
Maharashtra and Goa. On 10 April 2012, Airtel launched 4G services through dongles and
modems using TD-LTE technology in Kolkata, becoming the first company in India to offer 4G
services. The Kolkata launch was followed by launches in Bangalore(7 May 2012), Pune (18
October 2012), and Chandigarh, Mohali and Panchkula(Tricity)(Airtel broadband authorized
Distributor in chandigarh) (25 March 2013). Airtel obtained 4G licences and spectrum in the
telecom circles of Delhi, Haryana, Kerala and Mumbai after acquiring Wireless Business
Services Private Limited, a joint venture founded by Qualcomm, which had won BWA spectrum
in those circles in the 4G spectrum auction. Airtel launched 4G services on mobile from
February 2014. The first city to get the service was Bangalore. Airtel had 100,000 4G subscribers
as of January 2014.
WiFi
Airtel has plans to launch WiFi services, initially in Delhi NCR, Mumbai and
Bangalore. Users can use the service by finding a hotspot and selecting the 'airtel WiFi Zone'.

19. Airtel Money
Airtel has started a new mCommerce platform called Airtel Money in
collaboration with Infosys and SmartTrust (now Giesecke & Devrient). The platform was
launched on 5 April 2012, at Infosys' headquarters in Bangalore. Using Airtel Money, users can
transfer money, pay bills and perform other financial transactions directly on the mobile phone.
It has an all-India presence. Certain charges are levied per Airtel Money transaction.

20. CHAPTER-4
PRODUCT & SERVICES OF AIRTEL

21. PRODUCT & SERVICES OFFERED BYAIRTEL
1. Airtel prepaid
2. Airtel postpaid
3. Airtel roaming
• Airtel National
• Airtel International
4. Long Distance
Bharti Airtel’s product and services portfolio includes mobile services, home phones, broadband,
calling cards, DTH, IPTV, MPLS Services, satellite services, data transport solutions and
conferencing services.
Airtel Prepaid
Airtel Prepaid, the Ready Cellular Card from Airtel comes from Bharti Enterprises, India's
leading integrated telecom service provider. Going mobile with Airtel Prepaid is a new way of
life. With a host of great features, also SIMple to use, Airtel Prepaid makes everything that you
dreamt and believed, possible.
Airtel Postpaid
Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting, innovative yet
SIMple new ways to communicate, just when you want to, not just through words but ideas,
emotions and feelings. To give the unlimited freedom to reach out to your special people in your
special way.
Airtel Roaming
AIRTEL’s Roaming service allows you to use your mobile phone to make or receive calls from
almost anywhere in India and abroad.
airtel recognizes your accessibility needs. Keep in touch with your business partners, friends and
loved ones through our extensive coverage of more than 400 roaming partners in over 200
destinations worldwide. You can be sure of enjoying the best coverage wherever you go. After
all, home is just a phone call away.

22. Airtel Roaming gives you two great options:
Airtel National - Enjoy roaming in India across 42 partners networks and over 750
cities.
Airtel International - Roam across international destinations, in nearly 119 countries
including USA, Canada, UK etc. with 284 partner networks.
Long Distance
Experience complete freedom like never before with Airtel! Our National Long-Distance facility
allows you to make long distance calls in India and Overseas from your cellular phone. This
service is applicable to both Postpaid and Prepaid customers.

23. CHAPTER-5
Swot Analysis

24. Swot Analysis
Strengths
1. Bharti Airtel has more than 71 million customers. It is the largest cellular provider in
India and also supplies broad band and telephone services- as well as many other
telecommunication services to both domestic and cooperate customer.
2. Other stake holders in Bharti Airtel include Sony- Ericssion , Nokia , etc with whom they
hold a strategic alliance. This means that the business has access to knowledge &
technology from other parts of the Tele-communication world.
3. The company has covered the entire Indian nation with its network. This has under
pinned its large and rising customer base.
Weakness
1. An often cited original weakness is that when the business was started by Sunil Bharti
Mittal over 15 years ago, the business has little knowledge and experience of how a
cellular telephone system actually work . So that start up business had to out source to
industry experts in the field.
2. Until recently Airtel did not own its own towers, which was a particular strength of some
of its competitors such as, Hutchison Essar towers are important if your company wishes
to provide wide coverage nationally.
3. Outsourced Operations: Outsourcing operations helped Airtel in lowering its cost.
But on the other hand, they are running the risk of being dependent on some other
companies which may affect its operations.
4. Venturing into African operations: Although it’s been 4 years that Airtel has
acquired Zain’s Africa business, but Airtel is still struggling to turn around the unit
which was bought at a whoppy 9 billion dollars.
5. High Debt: With its acquisitions turning out to bad investment, and credit being
high and margins being low, Airtel group is under high debt. Airtel does not have
as deep pockets as Vodafone.

25. Threats
1. Government Regulatory Framework: With the auction of spectrum & change in
the government policies on a regular basis, it is a potential threat to the
stability& existence of this industry thereby affecting the players.
2. Competition: Price war in the home market and declining margins due to this is
adversely affecting the overall business of the group.
3. MNP (Mobile number portability): MNP gives the customer independence to
change the service provider while retaining the number and as Airtel charges are
premium over other service providers, it can see slump in subscriber base in the
next fiscal year with PAN India MNP applicable from May 3rd 2015.
Opportunities
1. Strategic Partnership: Partnering with smart phone companies is going to be a smart
strategy as far as MNP (mobile number portability in India) is concerned. This will
ensure fixed cash flows in the future and a higher customer base.
2. Market Development: With fierce competition in the telecom industry & shrinking
margins, venturing out in new markets/developing economies will prove fruitful for the
company.
3. VAS: VAS (Value Added services) is going to future of the telecommunication industry
& by specializing itself in this vertical Airtel can differentiate itself in highly competitive
market. With introduction of unique services, Airtel can avail higher margins.
4. Untapped geography of the current market: Although it is currently providing 3G &
4G services, but these services are limited to specific geographical locations. Expansion
of these services to most of its regions will help the company get more margins and
customers.
5. LTE: The whole wireless world is moving towards LTE (long term evolution or 4G).
LTE for mobile broadband can be a good solution for India where fixed broadband
penetration is otherwise low. Airtel has taken the lead with this version of LTE in 4 cities,
but deployment needs to catch up pace. Despite a weak LTE ecosystem in India, Airtel
should portray itself as the embracer of that technology. The company lacks nationwide
3G license with spectrum in 13 out of 22 telecom service areas. Airtel’s LTE network for
mobile broadband is still confined to only 4 cities in India.

26. CHAPTER -6
DISTRIBUTION PROCEDURE
&
SALES FORCE

27. AIRTEL DISTRIBUTION CHANNEL
DISTRIBUTION PROCEDURE & MARGINS:
In urban areas:
 Airtel directly supply the product to the distributor in urban areas through territory manager.
 Territory manager distributes the product as per demand for individual distributor which is
scheduled as per the target for the territory.
 In urban areas the margin for the distributor is 1.3%
Airtel (company)
Urban Areas Rural Area
Distributor Rural Super
FSE
Retailer
Rural Distributor
FSE
Retailer

28. Distributors distributes the product to the FSEs’ . Their job is to supply those products to the
retailers.
In rural areas:
Some procedure is followed in the rural areas but the distribution system is completely different
from urban area and the margin is also different.
 Companies’ supply system to the territory manager is same procedure as per urban areas.
 The products at first distributed to the RS (rural super). They have a margin of 0.75.
 Products are supplied from the RS to the RDs (Rural distributor). They have a margin of
1.1%.
 As per time urban system few FSB work under each RD and supply the precuts to the
individual retailers
 The retailer have the margin of 2.5% & 2.7%
So, from the above analysis and distribution channel system, the outcomes are:
1. The company is spending nearly 4% in Urban areas.
2. In rural areas the company is spending a margin nearly 4.5%.
SALES: (the way Airtel sales designed)
Selection of
sales force
Sales managerControlling of
sales force
Trainingof
salesforce
Motivating of
sales force

29. Selectionofsales force-
They recruited separate department for sales and work of those employee is to get or generate
more and more revenue for organization.
Training of Sales Force –
After Recruitment they are trained their employee for effective working and in this training
period they guided employee. How, when, where, what .and to whom we they can sale their
product.
Motivating of sales force –
If because of some reason any employee is not able to do their best performance in that case
rather than any action they use motivation as a tool for increasing morale of that employee.
Controlling of sales Force –
They also control the sales force because they know the importance of control system in
organization. They are using these entire four step for decide their sales force and each step they
are also Check they are doing right things or not and if they thing changes are needed than they
revised whole process again. That’s why we can see the difference between Airtel sales growth
and other challenger and follower.

30. CHAPTER – 5
PRODUCTS OF AIRTEL, OUTLET
CATEGORIZE & TARGET SETTING

31. Products of Airtel
SIM (Security Identification Module)
1. The base product of company, required for new subscriber. Now Airtel provides this SIM
with
2. 64 kbmemory.
3. The cost of SIM to company is Rs 40/- with life time option. The SIM is provided to the
company at free of cost which the retailer can sale at maximum Rs 100/- .
4. LAPU:
5. A SIM is provided to retailers from the company at free of cost for providing easy
recharge service. Only regular retailers have this facility. This SIM has a memory of
128kb and specially designed for easy recharge purpose. A retailer has minimum 5 easy
recharge customers per month, figuring this target the SIM will be automatically
deactivated. This SIM has also Rs 300 talk time free Airtel to Airtel.
6. PRIMARY (The products those are supplied to the distributor from the company is said
to be
7. Primary)
8. SECONDARY (The products supplied to the Retailers from the Distributors through
FSEs is
9. said to be Secondary)
10. TERTIARY (Here the Retailer sold the products to the customers) Recharge voucher:
11. In every 1000 rupees of easy recharge the retailer must have to keep 33% of paper
vouchers
12. where the distributor has to keep 35%.
13. Recharge vouchers are available at different costs from Rs 10/- on words and easy
recharges
14. are available from Rs 30/- on words.
15. Paper voucher is maximum available up to Rs 120/- where easy recharge is available up
to
16. RS 10,000/-.
SIM activationprocedure:
SIM is provided by the company to the distributor and the distributors’ supplies the SIM as per
individual Retailers demand. The SIM initially is not activated, after any subscriber bought this
SIM then the retailer uses a special procedure through its LAPU SIM to activate that SIM. But
during recent scenario maximum retailers are supplying activated SIMs to the retailers that the
new subscriber can easily use the new SIM without any delay in the service.
To activate the SIM following procedure is followed
Step1: The retailer sends a SMS through the LAPU.
UN (space) Mobile Num to 59109

32. Step 2: This SMS reaches to 59109 (technical section) and then 3 new SMS comes in
Return one to Retailer, next one to FSE and the last one to the Distributor.
Step 3: Then the distributor send a new SMS.
After this the new SIM will be activated and will be ready to use.
UN (space) Mob Num to 59110
As now a day in the Bhubaneswar market the distributors are providing retailers activated SIMs.
If any new person will subscribe to a new connection the retailer provides him the way to
activate the SIM.
The new subscriber can only get this SIM after paying the cost of SIM, providing necessary and
original documents required and after getting the confidence of the retailer that the provided
documents are valid. After the new subscriber bought the SIM, 1st that person has to insert the
SIM in the mobile phone and then has to call 123, (Airtel customer service number (toll free).
Then the SIM will be automatically activated and will be ready to use.
Necessary Documents for New Subscription:
1. The new subscriber must have to be an Indian citizen.
2. He/ She has to give one latest his/her photo.
3. Any valid document showing his nativity or residential proofs like Pass Port, DL, Voter ID,
Home, electricity or phone bill(land line, BSNL preferred) etc.
Actions on Fake documents:
1. If the documents are known to be fake or doubtful then the connection will be cutoff
immediately.
2. Legal action can be taken against the retailer or the distributor for this negligence.
How to check the authenticity of the SIM and the number at the distributor/retailer level:
Sometimes the AEAF contains some error on the SIM number or mobile number. The retailer or
the distributor can directly check the authenticity of this trough special Airtel service. They can
do a SMS to know this. By using this service they can get the conformation on the SIM and
mobile number at the basic level.
Seek (space) Mobile num/SIM num to 59300

33. CHAPTER-8
DATA ANALYSIS

34. DATA ANALYSIS
1. Various Types of Customers.
Types of Customers No of Customers
Employees 10
Students 25
Business 10
Others 5
Total 50
Table no. 1
Figure no. 1
Interpretation: According to this survey out of 50 customers 10 percentage of customer are
employees, 25percentage of customers are students, 10 percentage of customer are businessmen
and remaining 5percentage of customers are others.
0
5
10
15
20
25
30
Employees Students Business Others
No of Customers
No of Customers

35. 2. Different age groups using Airtel services.
Age Group No of Customers
10-25 years 22
25-35 10
35-50 10
50 above 8
Total 50
Table no. 2
Figure 2
Interpretation:
According to this survey out 50 customers 22 percentage of customer’s are of 10-
25 age group, 10 percentage of customers are 25-35 age groups, 10 percentage of customer is 35-
50 age group and remaining 8 percentage of customers are above 50 years.
0
5
10
15
20
25
10-25 years 25-35 35-50 50 above

36. 3. Kind of Services Customers are using.
Types of Customers No of Customers
Prepaid 30
Postpaid 20
Total 50
Table no. 3
Figure no. 3
Interpretation:
According to this survey out of 150 customers, 30 percentage of customer is prepaid network
using customers and remaining 20 percentage of customers are postpaid network using
customers.
0
5
10
15
20
25
30
Good Average
No of Respondents
No of Respondents

37. 4. Customers Appreciation.
Response about Airtel Connections No of Customers
Yes 30
No 20
Total 50
Table no. 4
Figure no. 4
Interpretation:
According to this survey out of 50 customers, most of the customers mean 30 percentage of
customers are like about Airtel providing all services.
0
5
10
15
20
25
30
35
Yes No
No of Customers
No of Customers

38. 5. Customer Satisfaction Levels.
Service Areas No of Customers
Network coverage 25
Customer care 10
Call charges 10
Offers and others 5
Total 50
Table no. 5
Figure no. 5
Interpretation:
Most of the people are like network coverage and their think Airtel network is the best network
compared to the other networks. Most of customers are bothering about the charges, offers and
others.
0
5
10
15
20
25
30
Network
coverage
Customer
care
Call charges Offers and
others
No of Customers
No of Customers

39. 6. Problems faced by Customers.
Problem Facing
Areas
Customers
Having Problem
Customer Not
Having Problem
Total
Network coverage 20 30 50
Customer care 22 28 50
Offers& Others 30 20 50
Table no. 6
Figure no. 6
Interpretation:
According to this survey out of 50 customers, only20 percentage of customers
having problems at network coverage, 22 percentage of customer’s having am problems at
customer care, 30 percentage of customers having problem at offers & others.
0
5
10
15
20
25
30
35
Network
coverage
Customer care Offers& Others
Customers Having
Problem
Customer Not Having
Problem

40. 7. Customer Interactions.
Service Areas No of Customers
Visiting Airtel outlets 25
Calling customers care 20
Others 5
Total 50
Table no. 7
Figure no. 7
Interpretation:
Most of the customer’s interaction is convey their problems at visiting Airtel because
they are calling to customers care but they don’t solving their problem.
0
5
10
15
20
25
30
Visiting Airtel
outlets
Calling customers
care
Others
No of Customers
No of Customers

41. 8. Response of the Airtel Executive.
Response No of Respondents
Good 27
Average 20
Poor 3
Total 50
Table no. 8
Figure no. 8
Interpretation:
According to this survey most of the customers feeling good & average about
response of Airtel outlets and Airtel lobbies so they are satisfied to convey problems are opinions
to Airtel representatives.
0
5
10
15
20
25
30
Good Average Poor
No of Respondents
No of Respondents

42. 9. Customers opinion on solving their problems immediately.
Opinions No of respondents
Yes 32
No 18
Total 50
Table no. 9
Figure no. 9
Interpretation:
According to this survey out of 50 customers, 32 percentage of people think the
executives at Airtel outlets, Airtel lobbies giving good response and they are solving customer
problems.
0
5
10
15
20
25
30
35
Yes No
No of respondents
No of respondents

43. 10. Awareness of Customers towards Value Added Services.
Customer Opinion No of Respondents
Yes 20
No 30
Total 50
Table no. 10
Figure no. 10
Interpretation:
According to this survey out of 50 customers, 20 percentage of customers aware about value
added services and reaming 30 percentage of the customers are not aware of value added
services.
0
5
10
15
20
25
30
35
Yes No
No of Respondents
No of Respondents

44. 11. Services Preferred.
Customer Preference No of Customers
Hello tunes 20
Updating news 15
Others 5
None 10
Total 50
Table no. 11
Figure no. 11
Interpretation:
According to this analysis out of 50 percentage ,10 percentage customers not willing to
use value added services and 20 percentage of the customers like hello tunes, 15 percentage of
the customers updating news and 5 percentage of customers like other value added services.
0
5
10
15
20
25
Hello tunes Updating
news
Others None
No of Customers
No of Customers

45. 12. Modification of Services.
Customers Preference No of Customers
Yes 35
No 15
Total 50
Table no. 12
Figure no. 12
Interpretation:
According to this analysis out of 50 customers, more than 35percentage of customers want
modification of Airtel services and remaining 15 percentage of the customers don’t want any
modifications.
0
5
10
15
20
25
30
35
40
Yes No
No of Customers
No of Customers

46. CHAPTER 9
CONCLUSION
FINDINGS:

47.  Most of the customersaren’thappywiththe Executives.
 Most of the customersare unhappy,as theirproblemsare notbeingsolvedimmediately.
 Nearly 40percentage of the customers don’t feel good about the network coverage areas where
networkcoverage ispoor.
 Most of the of the churned-out customers are well satisfied with the good network of Airtel
but are not satisfiedwiththe customerservice provided inthe Airtel showrooms.
 Majority of the customers feel good about Airtel services and it has average rating on the case
of itscustomerprovidedinthe Airtel showrooms.
 The uneducated people think Airtel is the best Network because the brand name of the Airtel is
influencethe small citycustomers.
 ExecutivesatAirtel lobbiesandoutletsunabletounderstandcustomers.
 Nowwith4g some are not happybecause it’stooexpensive
SUGGESTION:

48.  Care shouldbe takenforefficientandtimelyresponsetothe customerproblems.
 Outlettothe back office operationsshouldbe fasttosolve the customerproblems.
 The executives shouldn’t talk on their mobiles while interacting to the customer to the customer
inside the Airtel showroom.
 The executives should be given training on the aspects where they are lacking in (like a smile to
the customer, solving the queries at lease. making feel the customer comfortable, updating the
newAirtel producttoall the customers).
BIBLOGRAPHY

49. QUESTIONAIRE

50. CUSTOMER SATISFACTION OF AIRTEL
Name : _______________________________________________
Occupation : ___________________________ Gender: ____________
Address : _______________________________________________
Contact : _______________________________________________
1. Do you have a mobile phone?
(a) yes (b) No
2. Which operator service doyou use ?
(a) Vodafone (b) Airtel (c) Idea (d) Reliance (e) others
3. Do you use any sim apart from Airtel ?
(a) yes (b) No
4. You use Airtel because of______________ .
(a) Brand image (b) Cheap rate ( (c) Value added Service
(d) Network Availability (e) Voice quality
5. Since how long you are using Airtel?
(a) Less than 6 months (b) More than a year (c) More than 5 years
6. Which of the following service do you use?
(a) Pre-paid (b) Post-paid
7. Are you satisfied with current service provider networkcoverage?
(a) Full satisfied (b) satisfied (c) Average
(d) Unsatisfied (e) fully unsatisfied
8.What are the reasons for association with Airtel?
(a) Awareness of service provider (b) Friend Recommend (c) Retailer influenced
(d) Advertisement influenced (e) Other
9. Are you loyal to Airtel ?

51. (a) Continue with same company
(b) Continue with same company even if you are unsatisfied
(c) Change over to the other company
10. From the following circle the number according to the degree of your agreement
Statements Highly
disagree
Disagree Neutral Agree Highly
agree
1. The price of prepaid connection is
affordable .
1 2 3 4 5
2. Airtel offers different prepaid packages
that match your preference
1 2 3 4 5
3. you get clear sound quality when you
talk over phone
1 2 3 4 5
4. How do you rate the quality of network
in your area: (5) Excellent, (4) Very good,
(3) Good, (2) Fair, (1) Poor
1 2 3 4 5
5. You often get bonus talktime/SMS from
Airtel
1 2 3 4 5
6. Airtel recharge stores are conveniently
located, therefore, you can easily top up
credit whenever you required
1 2 3 4 5
7.You are pleased with Airtel internet
service
1 2 3 4 5
8.Airtel makes aware its customers
regarding new promotionaloffers through
SMS. You like the Airtel’s messaging comm.
1 2 3 4 5
9. Customers managers are prompt to
answer
1 2 3 4 5
10. After sales service are satisfactory. 1 2 3 4 5
11. You would recommend any of your
friend to use Airtel.
1 2 3 4 5
12. If another operatorcomes up with the
same offer, you would still be connected
with Airtel.
1 2 3 4 5
• Any other opinion/suggestion that you want to
write:_________________________________________________________________________
______________________________________________________________________________