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Customer satisfaction of bsnl Document Transcript

  • 1. A SUMMER TRANNING PROJECT REPORT STUDY ON “CUSTOMER SATISFACTION OF BSNL” AT BSNL BAREILLY Submitted in partial fulfilment of the requirement for the award of degree Of MASTER OF BUSINESS ADMINISTRATION SESSION (2012-2014) SUBMITTED TO:- SUBMITTED BY:Ms. Nishtha Sharma Assistant professor Piyush Tewari MBA IIIrd SEM
  • 2. Roll No12021335 CERTIFICATE OF OROGINALITY I Piyush Tewari Roll No 12021335 a full time bonafide student of first year of Master of Business administration (MBA) Programme of IFTM University, Moradabad . I hereby certify that this project work carried out by me at BSNL Bareilly and the report submitted in partial fulfillment of the requirement of the programme is original work of my under the guidance of the industry mentor P. K Kashyap and Faculty mentor Nishtha Sharma , and is not based or reproduced from any exiting work of any other person or any earlier work undertaken at any other time or for any other purpose and has not been submitted anywhere else at any time. Piyush tewari (Student Signature) Date: 11/11/2013
  • 3. ACKNOWELEDGEMENT
  • 4. ACKNOWELEDGEMENT It is sense of immense pleasure & satisfaction for me that this Research Project report has been successfully completed. I have made his project as concise as possible and also arranged the topic in straight forward and logical manner. I express my sincere gratitude to Dr. Manjula jain for providing me an opportunity to undero summer tranning at BSNL Bareilly. I am grateful to my faculty guide Ms. Nishtha Sharma who has given me this opportunity to prepare this project and provided her valuable guidance. I am also grateful to my parents and friends who inspired me to put my best efforts. Piyush Tewari
  • 5. CUSTOMER SATISFACTION IN BSNL
  • 6. EXECUTIVE SUMMARY This Research project in Bareilly region to study there “ STUDY & ANALYSIS OF BSNL MANAGEMENT The research is done by visiting all the BSNL in whole Bareilly region thus. Undertaking there working culture and simultaneously interacting the walk in customer reading there mentality and listening to the problems & suggestion if any, also providing a suitable treatment to the problem if available with us. The research Methodology used to collect the data was Questionnaire method, Personal interviews and techniques. In order to maintain un-biasness a random sample of 150 people from 3 classes viz. businessmen, servicemen, student & other. All the data has been properly gathered and analyzed. The finding have been presented in a lucid manner using various graphs. Also problem areas, short coming are pointed appropriate reason, & explaned in detail and suggestions are given with in order to help BSNL desigen the future marketing strategies to take leverage out of it.
  • 7. CONTENTS 1- Certificate of originality 2- Company certificate 3- Acknowledgement 4- Executive summary 5- Introduction 6- Services of BSNL 7- Research problem 8- Objective of study 9- SWOT analysis 10- Research methodology 11- Data prsentation and analysis 12- Finding 13- Suggestion 14- Bibliography 15- Questionnaire
  • 8. INTRODUCTION
  • 9. COMPANY PROFILE BSNL is a leader in GSM mobile telephony in india. It also has a significant share in the GSM mobile market. The mobile communication market is characterized by immense competition with large player fighting for the market share. BSNL has a superior infrastructure, which is a big advantage to it. The company faces many problem on account of its faulty billing system and poor response to its GSM iniative , BSNL has positioned its brand primarily as a “common man’s phone” and supported it by providing the lowest tariff plans in the industry. For distribution BSNL has setup a large number of BSNL web words and retails points of sale all over the country. BSNL is also aggressively into the billboard space. The four main existing customer segments are in the metros, and the category A, B, C categories circule. Tata tele services, Bharat Sanchar Nigam Limited. Bharti, Idea Celluar BPL mobile, and Vodafone services are the main competitors of Reliance. BSNL communication, with its “mass a marketing strategy”has been successful in attaining a large customer base within a sort span of time. throgh the subscriber base in high, the growth seemd to have slumped dramatically in the last year. the reason for this drop in the growth of subscriber base can be attributed to the changing telecom scenario. . This has left title to segments in terms of the market, where in the differentiation was purely on the basic of image. BSNL communication current targeting approach is a massmarketing method that tries to address the needs of the entire market and widen its subscriber base.
  • 10. This plan proposes to launch a new service catering to the identified target market while maintaining the existing service without any repositioning. The marketing objective of BSNL communication as per this marketing plan are to increase market share of BSNL communication in mobile services market to 30% by the next year and to attain revenue of Rs. 11, 000 crores by the same period. The monthly expenses for the various marketing actions programs mentioned in the plans have been estimated in the report. The projected additions to the subscriber base and revenue earning projection have been also included in the report. The key focus is on the product bundle that should be provided to attract the largest possible chunk of the youth market. For this, newer feature that need to be incorporated were explored and proposed. The pricing need to be competitive, as the target segment is demanding, yet price sensitive. BSNL communication also needs to come up with offerings in the niche segment as well and look for further scope to segment the market and likewise come up with wellpriced products to tap the maximum potential. Next the product- services bundle has to be packaged in such a way that it acts as a source of differentiation and the promotions should be focused make use of this differentiating factor. Finally, with newer demands, the retail network needs to be revamped and all issues pertaining to territorial adjustment need to be worked out.
  • 11. Vision To become the largest telecom service provider in South East Asia. MISSION 1 - To provide world class state –of –art technology telecom services on demand at affordable price. 2 - To provide world class telecom infrastructure to develop the country’ economy. OBJECTIVES 1- To be a Lead Telecom Services Provider 2- Build customer confidence through quality and reliable services 3- Provide Bandwidth on demand. 4- - Contribute towards
  • 12. SERVICES OF BSNL
  • 13. Description of the Brand , Product, Category & Company The Brand BSNL Mobile- Postpaid Joy Plans The postpaid plans have been specifically designed to help the customer save on costs. Depending on the customer usage and the customer budget, the customer has a choice of plans with economical tariff rates. Unlimited Talktime Pack Now the customer can enjoy the benefits of making unlimited Calls to other BSNL Phones within the customer’s circle, Absolutely Free. Get Started Kit The customer can now set the customer free with the new Get started Kit from BSNL Mobile. Bill Payments BSNl has introduced the most convenient mode of Bill Payment. The customer can now pay the bills directly from Credit Card or Bank Account and save precious time.
  • 14. INNMARSAT BSNL now offer its subscriber’s significany saving for voice calls made to any Innmarsat number. The saving could be as high as 70% depending on the type of terminal and the location. BSNL india Mobile – BSNL postpaid CNJ 199 SOHO Plan Now people who mainly use mobile for local call can save their lot of money by using this Plans NJ 499In this plan all calls free to any BSNL Mobile within the region. Call from UPE/UPW made to any mobiles phones in the region of Haryana, Punjab, HP, Rajasthan and Delhi Charged 50 paise per minute only. MY Unlimited 440Call made to any phone expect BSNL MOBILE charged 99 paise per minute. Call made to BSNL mobile is free all over in India. Other PlansUnlimited 399. NJP 124, BSNL India 299 & 399
  • 15. Fixed Wireless PhonesBSNL has launched FWP to increase its market share. Cost of phone is very low. There are various plans for customers as One India plans 180, Plan 125, Plan 299, One India Plan 225, One India Plan 180. BSNL Data Card USB Modem BSNL has launched data card and modem for the people who want to use the Internet on their computer. These are differents plans for different need of customer. BSNL has presented the new Rs. 360 and Rs. 335 recharge vouchers. E-Recharge BSNL has introduced E-recharge from it prepaid Now the customer can recharge the customer ‘s prepaid with any amount. SMS Top-Up Cards BSNL offers to top up the customer’s prepaid with the new sms top-up for Rs 55 only, and send free unlimited SMS (local or national) to any BSNL phones across India. Get Started Kit Gone are the days when the customer were bound by a particular handset and a certain phone number. The customer can now set themselves free with the new Get Started Kit from BSNL Mobile.
  • 16. The Product Category Cellular Services, Prepaid and Post Paid India is one of the fastest growing markets for wireless technology. The country’s mobile operators are currently providing services based on predominantly on GSM. Whilst india has been moving into advance forms of mobile technology. including GPRS and EDGE, The country has stopped short of extensive adoption of 3G, although trail services are being set up. Prepaid services have been an important driver of growth subscriber number and represent around 75% of the total mobile subscriber base. The first mobile service were introduced in 1996, but did not take off until 1988. Mobile data services are expected to grow strongly on the back of rising mobile subscription. In the India mobile market, GSM continues to be the technology plateform of choice since the first networks began to be rolled out in 1995. A significant event occurred, however, when the government allowed use of rival technology, Code Division Multiple Access (CDMA), for the application of wireless Local Loop (WLL) services by fixed-line operators. This was initially done to enable the faster rollout by cable. The government allowed fixed0-line companies to offer what was referred to as “limited mobile service” to customers using CDMA in 2001 , hoping that this would attract private investors into the sector. The move was part of an effort to achieve the strategic target for boosting phone connection in the country to 100 million by 2005, in a significant move in the context of the government’s open market policy, US-based Qualcomm announced plans invest up to US$ 200 million in India’s BSNL communications, a fixed-line start-up of the powerful BSNL group, which has been plan to deploy the CDMA mobile technology on a larger scale. BSNL has been granted licenses for fixed-line service in 16 India States,
  • 17. covering 90% of India population. SMS has been the most successful value added service india’s mobile sector. Research Company Gartner announced in February 2004 that outbound SMS volumes in India increased by 200. 8% per year-on- year to reach 7. 39 billion messages in 2003. That was equivalent to 35. 8 outbound SMS messages per celluar connection per month. SMS based usage such as text based information/enterainment services on-demand, games and promotions/marketing activities are expected to grow. While MMS has been touted in other Asia Pacific markets, MMS provides longer text messages, in addition of music and picture, and allows the sending of message to multiple recipients. BPL mobile, which one has been operating mobile services in Mumbai. Maharasthra. Goa, Kerla, Tamil Nadu and Pondicherry, with a network spanning 209 cities launched india’s first MMS in October 2002, making India the Fourth country in the Asia Pacific region to commercially launch the service. The introduction of MMS followed in the from the wide acceptance and usage of SMS. The association of United Telecom service Provider of India (AUSPI) The Company-BSNL Communication Working at breakneck speed, from late 1999 to 2002 BSNL infocomm built the backbone for a digital india 60, 000 kilometers of fiber optic backbone, crisscrossing the entire country. The BSNL communication pan India networks was commissioned on December 28, 2002. BSNL communication network is a pan India, high capacity, integrated (wireless and wire line) and convergent ( voice, data and video)digital network, designed to offer services that span the entire communication valve chain – infrastructure , services for enterprises and indivisuals, applications and consulting. The
  • 18. network is designed to deliver services that will foster a new way of life for a New India Rationale for Selection India continues to be one of the fastest growing major telecom markets in the world. Sweeping reforms introduced by successive Indian government over the last decade have dramatically changed the nature of telecommunication in the country. Analysis expect india’s mobile phone industry, in particular, to continue its boom and to grow almost five-fold forms its 2001 levels to more than 30 million subscribers by 2005, a compounded annual growth rate of more than 50%. The mobile sector has been especially robust. it has been experience consistently high annual subscriber growth rates -96% in 20, 80% in 2001 and 90% in 2002 – moving from 1. 58 million subscriber at the end of 1999 to10. 5 million at the end of 2002. By end 2003, it had passed the 28 million mark following a year where growth was more than 150%. Early 2005, The number of mobile subscriber, GSM and Code Division Multiple Access (CDMA), had increased from 33. 58 million in march 2004 to 52. 17 million in march 2005 as mobiles tariffs fell by 35% during the year. The number of fixed line subscriber had grown by only 8% during the year, from 42. 58 million in March 2004 to March 2005. India’s total telephone subscriber base has reached 98. 5 million, representing a total tele-density of just over 9% up from 7. 2% in March 2004. later in April 2005, the communication minister announced that the toatal number of telephone subscriber in India had passed the 100 million mark. The potential for future growth in the India market also remained highas its teledensity was only 9%. The ministry projected that by 2007. The country would have with all the villages throughout the country then being connected by the
  • 19. phone. The ministry also noted that some of the lowest telecom charge in the world, with the minimum effective rates at 1. 20 rupees a call, a drop of 35% from a year earlier in November 2004. Market analyst Morgan Stanly repoted that india’s mobile market was expected to grow at a compound average rate of 40% until 2007 India had also emerged as the second-largest market aft mobile services, after China for mobile handset sales. An industry survey predicated that at least110 million new mobile phone subscriber would be added in India by 2007. Most of the fixed line services added were fixed wireless services operating in homes on CDMA technology. Another driver in the market has been the advent of the CDMA-WLL mobile service, which has been BSNL emerge as a challenger to the GSM operators. Basic telephone Services The plain old country wide telephone service through 32, 000 electronic exchanges Digitalized Public Switched Telephone network (PSTN). Data One BSNl launched Data One Broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL technology. The minimum speed offered to the customer is 256 Kbps at Rs 250 per month only. Other services such as VPN multicasting, Video Conferencing, Video-on- demand, , Broadcast application e. t. c will be added.
  • 20. Internet Keeping the global networks networked, the contry wide internet services of BSNL under the brand name includes internet dial up/ leased line access, CLI based access (no account is require) and DIAS services, for web browsing and Email applications. You can use Dial-up sanchar net account from any palace in india using the same access ni’172233’. The facility shish no other ISP has. BSNL has customer base of more than 1. 7 million for Sancharnet service. BSNL also offer web hosting and co-location services at very cheap rates. ISDN Integrated Services Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice data and image transfer over the same line. It can also facilitate both desktop video and high video conferencing. Intelligent Network Intelligent Network Service offers value-added services, such as: Free Phone Services (FPS) India Telephone Card ( prepaid Card) Account Card calling (ACC)
  • 21. Leased Lines & Datacom BSNL provides leased lines for voice and data communication for various application on point to point base. medium and low speed leased data circuits as well as dial-up lines. Managed Leased Line Network (MLLN) offers flexibility of providing circuits with speeds of 64 kbps up to 2 mbps. Wireless in Local Loop This is a communication system that connect customer to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitude for conventional wires for all or part of the connection between the subscriber and the telephone exchange. Helping relieve congestion of connection in the normal cable/wire based network in areas. Connecting the remote and scattered rural areas. Limited mobility without any air-time charge. SERVICES of BSNL WLL-M offers you a host of value –added service:. Voice-mall service : 24 hour personal call answering Call wating allows you to put a current call on hold and make a second call. Call divert: allows you to divert call with in your SDCA Dynamic STD/ISD Locking Data/Fax transmission (up to 144. Kbps), Morning alarm/ Hotline
  • 22. The standard application form prescribed for new telephone connection can be obtained free of cost from any of the designated office of the BSNL or the customer Service Centre Located any where in the in country. A bona-fide verification for new connection is done by the department. Subscriber Exemption is security Deposit (ARD) for CISs. security deposite can be exempeted for bulk demand of 5 or more new connection by commercially important customer. In case there is a default in payment is any a normal calling pattern is habitual delay in payment the requisite ARD can be levied. Shifting of telephones Shifts are of the following types: Within the same exchange area from one exchange area to another exchange area in Multi-exchange areas all India shift within same Telephone System at any time with in the same exchange area. . application for shift be made in prescribed from any type of transactions copy of registered deeds. SSI application for shift will not be enterained unless the SSI certificates contains the new factory/accessories in the new installation address. Shifting charges with effect from 24. 11. 2003 for local as well All India shifting of fixed Telephone (before) has been abolished. Voice Mail service Short Message Send (SMS) All India roaming Call Confrencing
  • 23. Call waiting and Call holding facility Unified Messaging Service Internet Faxes voice mail GENERAL PACKET RADIO SERVICES (GPRS)/WAP/MMS On Mobile GPRS ( General Packet Radio Service) offer high speed data services in GSM network. It uses Packet Mode Technique to transfer data and provides connectivity internet. Users will be able to browse internet using handset supporting internet browsing. Using GPRS you can download in your mobile the following: Polyphonic ring tones MP3 tones Wallpapers Video Animations
  • 24. RESEARCH PROBLEM
  • 25. The project assigned to me was “comparative study of BSNL in Bareilly It was a very interesting project, which providers me the opportunity to developed my marketing skills I had to find out following: 1) What services, with what features today customers wants from its services providers, and also with what price tags. 2) What BSNL need to offer to its customer, so as to gain its share. 3) What feature in our value vouchers can provides BSNL an edge over its customer
  • 26. OBJECTIVE OF STUDY
  • 27. OBJECTIVE OF STUDY • Analysis of customer Prefence with respect to BSNL networks and BSNL. • To study of the age of the user with respect to BSNL networks. • To study bill adjustment of BSNL. • To study the satisfaction level of bill clarifiation in comparison of BSNL. • To study the attitude of customer care staff towards BSNL. It is very important to set objective clear before conduting research. if the objective are clear than Dthe research may become waste and disadvantage for whom it is conducted. To make the goals very clear, were chosen the following objective: 1) Determining the percentage of awareness and users of BSNL communication. The objective of this research is increase the awareness of BSNL communication. 2) Determine the brand value of BSNL mobile in market how what people about BSNl in term of price rate. utility and Network selections 3) Determining the percentage of Average Monthle Telecom spent by users. How much telecom spent by users in month. It is helpful for determining the percentage of users which maximum spent in Month.
  • 28. 4) Determining the percentage of people who are interested to acquired a BSNL Mobile Connection. Many People are loyal acquire BSNL MOBILE, WLL and Mobile connection 5) Determining the Brand value Of BSNL in Market. How what people about BSNL in terms of price Rate utility and Network Selections. 6) Determining the percentage of average Monthly connections spent by users. How much telecom spent by user in monyh. It is helpful for determining the percentage of users which maximum spent in Month.
  • 29. SWOT Analysis
  • 30. SWOT Analysis Strength: • Huge basket of product rage which is suitable to all age and income groups • Large pool of technically skilled manpower with in depth knowledge and undertaking of market. • Well established training infrastructure & skilled faculties to take care of technical experience. • Strong and well spread network. Weakness: • Heavy management expenses and administrative cost. • All operating offices do not function as profit centre. • Poor retention percentage of tied up agents. • Vertical hierarchical reporting structure with many destinations and cadres leading to power
  • 31. Opportunities: • Competition will devlop a better understanding of consumer requirement leading to more customized products apt for market place. • There will be only increase of efficiency and quality of service to sonsumer but also there will be a wider choice of prices and there will be increased productivity. • The introduction of advance selling techniques with international flavor will direct the sector towards a high growth trajectory. Threats: • Liberalization in this sector will cause market disorder. • The company is facing some threats from the existing private player in the industry. • Competition will bring pressure on profits.
  • 32. RESEARCH METHODOLOGY
  • 33. RESEARCH METHODOLOGY Research Tools – Questionnaire method, personal interviews and observation were the three techniques made to collect data for this study. Area – Bareilly Region Sampling Method – convenience Sample Size – 150 ( equally divided in to Business men, servicemen & students. ) Primary data – it has been collected by applying any of the given research tool, which best suited that situation Secondary Data – it has been collected through various magazines, , newspapers, websites as.
  • 34. PREFERENCES:Drivers and inhibitors for mobile Growth in south asia, By K V Seshasayee (Hinduja TMT), T V Ramachandran ( Director Genral COAI) 1) 2) Press release by clint Wheelock, Director of In-Stat/MDR. The Indian Telecom Services Performance Indicators Jan-Mar 2008’, Telecom Regulartory Authority of India. 3) Study paper on Indicators for Telecome Growth’ 2005’, Telecom Regulatory Authority of india. 4) Regulation on quality odf services of basic ans Cellular Mobile Telephone Service 2008’, Telecome Regulatory Authority of India. 5) Study paper on Financial Analysis of Telecome Industry China and India. 6) Press realese on growth of Telecom Market by Telecom Regulatory Authority of India. 7) ‘Money-spinners All”, Business line, by Thomas K. Thomas. 8) Role of media vechiles, domain-b. com, Shubha Madhukar, 20 August 2005 9) Wooing Genration Next , rediff. com, Nandini Lakshman, June 12, 2005 10) Top advertisters hike ad spends in 2004, Business Line , Nithya Subramanian, Feb 8. 2005. 11) Finacial Presentation H1 FY 2003-04, BSNL Industries Limited Oct 16, 2003. 12) Ringing in the rupees, The alternative Assets Network, V. G. Kulkarni.
  • 35. DATA PRESENTATION AND ANALYSIS
  • 36. According to the survey done on 150 customer mobile users. It was found 57% of them were using BSNL connection and 43% of them using BSNL connection Users. After interacting with 150 million mobile user. It was found 57% customer are of BSNL service users. so this is a segment which provides vast opportunity for growth. BSNL is India’s fastest growing cellular service. Approximately 11% of people in India are using BSNL. They have brought GSM service.
  • 37. BSNL Network User 28 %b user use BSNL network Post paid 72% user use BSNL networks Pre Paid According to the survey done on 150 customer users. It was found that 65% of them were using prepaid services while only 35% of them using postpaid service. After the survey in BSNL done on 150 mobile users. It was found that 25% of the mobile for incoming call purpose. About 25 % of mobile users mobile mainly for outgoing at night increased price war has made mobile phone a luxuary gadget. Customer perception about mobile phones has shifted from an incoming device to an outgoing one.
  • 38. FINDINGS
  • 39. FINDINGS BSNL is the fastest growing private company in the telecom sector of the region & posing stiff competition to both the older players Cellone. Cellone (BSNL) Is government company but at the same time facing threats from the new & strong entrant. No drought Prepaid is the first choice of customers because still. Above 60% of the subscriber are using mobile as a secondary medium to communication but the fact on the other hand is true that Postpaid Connection are increasingly at a faster rate. This is because the most attractive Tariff Rates & Schemes. And BSNL is the leader in this section with lots & lots of schemes for each kind of user. BSNL enjoys a brand image (with over 4. 7 million subscriber), a good and strong customer care cell, and the most attractive Schemes (both in no. & weight- age).
  • 40. SUGGESTION
  • 41. SUGGESTION Most of the people do not know that their BSNL bill could also be submitted on NET. So tehere should be specific, Information written on the bill reaching their home. Customer care service should be enhanced. The surroundings there should be quiet with no voices from the background its very difficult to talk & understand as tha palace seems to be a fish market`. And the executive should talk to the caller in the language he/she has reached I, e English or Hindi as told by the computer when the number is dialed. All the talks at customer care should be recorded and heard by company officials at the end of the day and corrections. Update information & instruction for improvement be given and recorded some where to know the efficiency of the person. Sim checking facility should be made available at each Franchisee. Detailed Bill should always be given free of cost to subscriber.
  • 42. BIBLIOGRAPHY
  • 43. Bibliography This information helped me in enhancing the affectivity of this presentation. There are several sources which provided me the valuable information about BSNL. Information collect by these websites. HYPERLINK “ttp://www. airtelworld. com HYPERLINK “http://www. bsnl. in HYPERLINK “http://www. relianceworld. com HYPERLINK “http://www. answer. com HYPERLINK “http://www. google. com www. quickmba. com Business today Magazines Business outlook Magazines Economic Times Business Standard Times of India
  • 44. QUESTIONNAIRE
  • 45. OUESTIONNAIRE Q. 1 Which operator’s connection do you Use. ? 1) BSNL 2) RELIANCE 3) AIRTEL 4) OTHER Q. 2 From how much time you are using it. ? 1) Than 6 Month 2) Than 1 Year 3) Than 2 Year 4) Than 3 Year Q. 3 Which is the following service you are availing. ? 1) Postpaid 2) Prepaid Q. 4 What is the satisfaction level of customer care staff’s attitude. ? 1) Satisfied 2) Dissatisfied Q. 5 What is your basic requirement for mobile 1) Yes 2) No Phone. ?
  • 46. Q. 6 What is your Basic requirement for mobile phone. ? 1) Only the incoming calls 2) Only for outgoing calls 3) For outgoing calls in night 4) More SMS Q. 7 Do you know about value Voucher. ? 1) Yes 2) No Q. 8 Do you know about VAS. ? 1) Yes 2) No Q. 9 Which of the following VAS. ? 1) Hello Tunes 2) Call Conference 3) Ring Tone 4) Missed Call Alert 5) GPRS Q. 10 Are you satisfied with BSNL and BSNL Services? 1) Yes 2) No