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Post purchase attitude of Idea Cellular Customers

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Presentation includes a market survey of Idea cellular users in Delhi, how much are they satisfied with the service provided by the company & what should company do for better result. Sample Size: 50

Presentation includes a market survey of Idea cellular users in Delhi, how much are they satisfied with the service provided by the company & what should company do for better result. Sample Size: 50

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  • 1. POST PURCHASE CUSTOMER ATTITUDE OF CELLULAR Presented by: Dhanya Menon Jeet Kabasi Md. Shafiullah Khan Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 2. IDEA Cellular is a GSM mobile service operator with a customer base of over 47 million (4 crore 70 lakhs) As on March 2009 Subscriber base as on December 31, 2008: 40,016,153 Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 3. History in brief Year Events
    • Incorporated as Birla Communications Limited
    • Changed name to Birla AT&T Communications Ltd.
    • Commenced operations in Gujarat & Maharashtra Circles
    • 2000 Merged with Tata Cellular Limited, acquirrd license
    • for the Andhra Pradesh Circle
    • Changed name to Birla Tata AT&T Ltd.,
    • acquired RPG Cellular Limited
    • 2002 Changed name to Idea Cellular Limited and
    • launched "Idea" brand name,
    • REACHED “1 MILLION” SUBSCRIBER MARK
    Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 4. Year Subscriber Base 2003 2 million 2004 4 million December 31, 2005 6,473,962 December 31, 2006 12,442,450 December 31, 2007 21,054,027 December 31, 2008 40,016,153 Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 5. SIM is KING or CUSTOMER is King? As quoted in the official site of Idea Cellular: “ From basic voice & Short Message Service (SMS) services to high-end value added services such as Mobile TV, Games etc - IDEA is seen as an innovative, customer focused brand…” Courtesy: http://www.ideacellular.com/ Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 6. The SURVEY was conducted of the following: Sample Size: 50(Fifty) Customer Selected: Random Tool of Survey: Questionnaire Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com Questionnaire Self Filled Telephonic Mailed
  • 7. 45 % of Customers complained about Call Drop Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 8. 80 % of Customers are satisfied with the existing Call rates (both Local and National) Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 9. 56 % of Customers complained about Unreachability during Roaming Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 10. 48 % complained of baseless account balance deduction, poor services of Value Added Services (VAS) Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 11. 57 % complained that “CUSTOMER CARE” does not really CARE about the CUSTOMERS Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 12. 72 % of Customers are satisfied with the existing tariffs and schemes Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 13. Suggestion of the Respondents (CUSTOMERS)
    • Number of towers should be increased
    • They are quite satisfied with the call rate.
    • Idea Cellular should improve the tower sharing in Roaming services
    • The administration is not effective in VAS
    • Customer care should be more trained
    • Tariffs and Vouchers are satisfactory
    Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 14. INFERENCE Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com
  • 15. Thank You Made by Jeet Kabasi. Contact: jeet.kabasi@rediffmail.com