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a project report on vodafone customer satisfaction level at vodafone service center

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  2. 2. Vodafone is the largest mobile telecommunications network company (as measured by turnover) and has a market value of about £86 billion. It is headquartered in Newbury, Berkshire, England. As of January 2007 Vodafone had 200 million customers in 27 markets worldwide. In terms of customers, therefore, only China Mobile is larger The company was founded in 1982 as a joint venture and the name was derived from the newly-found company's goal of establishing both voice (VO) and data (DA) services over a mobile telephone network. Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the cellular licence for Mumbai. Vodafone Essar now has operations in 16 circles covering 86% of India's mobile customer base, with over 41.1 million customers*. Over the years, Vodafone Essar, under the Hutch brand, has been named the 'Most Respected Telecom Company', the 'Best Mobile Service in the country' and the 'Most Creative and Most Effective Advertiser of the Year'. Vodafone is the world's leading international mobile communications company. It now has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. 2
  3. 3. Introduction to the Telecom Industry in India The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly I% to India's GDP. Introduction The Indian Telecommunications network with 110.01 million connections is the fifth largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 609k in 2008, is expected to reach 450 million in 2009.According to Broadband Policy 2004, Government of India aims at 9 million broadband connections and 18 million internet connections by 2009. The wireless subscriber base has jumped from 33.69 million in 2004 to 82.57 million in 0Y2008- 2009. In the last 3 years, two out of every three new telephone subscribers were wireless subscribers. Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2007. Wireless subscriber growth is expected to bypass 3.5 million new subscribers per month by 2009. The wireless technologies currently in use are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile set-vices in 19 telecom circles and 4 metro cities, covering 2000 towns across the country. Major Players There are three types of players in telecom services: 3
  4. 4. • -State owned companies (BSNL and MTNL) • -Private Indian owned companies (Reliance Infocom Tata Teleservices,) • -Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular, BPL Mobile, Spice Communications) 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 Tele communications Company are 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 COMA) 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 2009. 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. BHARTI 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 4
  5. 5. 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. Bharti's operations are broadly handled by two companies: the Mobility group, which handles the mobile services in 16 circles out of a total 23 circles across the country; and the Infotel group, which handles the NLD, ILD, fixed line, broadband, data, and satellite-based services. Together they have so far deployed around 23,000 km of optical fiber cables across the country, coupled with approximately 1,500 nodes, and presence in around 200 locations. 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, 2009. In mobile, Bharti's footprint extends across 15 circles. Bharti Tee-Ventures' strategic objective is "to capitalize on the growth opportunities the company believes are available in the Indian telecommunications market andconsolidate its position to be the leading integrated telecommunications services provider in key markets in India, with a focus on providing mobile services". 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, and 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 4 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 5
  6. 6. company. In the year 2008-09, the company's focus would be not only consolidating the gains but also to focus on new areas of enterprise such as joint ventures for projects outside India, entering into national long distance operation, widening the cellular and CDMA-based WLL customer base, setting up intemet and allied services on an all India basis. MTNL has over 5 million subscribers and 329,374 mobile subscribers. While the market for fixed wire line 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. 89.2 billion ($3.38 billion) in the year 2008-09, a decline of 5.8 per cent over the previous year's annual turnover of Rs. 83.92 billion. RELIANCE INFOCOMM Reliance is a $16 billion integrated oil exploration to refinery to power and textiles conglomerate. 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 India Mobile, 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 6
  7. 7. 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. 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 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 these 11 new circles by August 2008. 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 7
  8. 8. band submarine cable systems e.g. FLAG, SEA-ME-THEY-2 and SEA-ME-THEY-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 Finevest Limited as Investing vehicle of Tata Group owns 45 per cent equity and the overseas holding (inclusive of FlIs, ADRs, and 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. 80.89 billion ($2.62 billion) in 2008-09 to Rs. 68.12 billion ($2.1 billion) in 2008-09, with voice revenues being the mainstay. To reverse the falling revenue trend, VSNL has also stalled offering domestic long distance services and is launching broadband services. For this, the company is investing in Tata Telescrvices and is likely to acquire Tata Broadband. 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 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 . Vodafone Hutch now Vodafone's presence in India dates back to late 1992, when they worked with local partners to establish a company licensed to provide mobile telecommunications services in Mumbai. Commercial operations began in November 8
  9. 9. 1995. Between 2000 and March 2004, Hutch acquired further operator equity interests or operating licenses. With the completion of the acquisition of BPL Mobile Cellular Limited in January 2006, it now provides mobile services in 16 of the 23 defined license areas across the countty. Hutch India has benefited from rapid and profitable growth in recent years. It had over 20.5 million customers by the end of June 2009. History Original Corporate Logo of Vodafone Vodafone itself was formed in 1982 as a joint venture between Racal Electronics plc's subsidiary Racal Strategic Radio Ltd (who won one of two UK cellular telephone network licences) along with Millicom and the Hambros Technology Trust. In this arrangement Racal owned 80%, Millicom 15% and Hambros 5%. The network was known as Racal Vodafone, with theVodafone name being derived from the firm's goal of establishing a voice and data services over cellular telecommunication networks. Hence VO represented voice and DA symbolized data — yielding the name Vodafone. Vodafone was launched on 1 January 1985 and later that year Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. A year later, on 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million. In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company — a flotation that valued Racal Telecom at GB£1.7 billion. On 16 September 1991 Racal 9
  10. 10. Telecom was demerged from Racal Electronics as Vodafone Group and the mobile telephony giant was born. During the mix 1990s Vodafone began to consolidate itself on the British high-street. In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for £30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples Phone for £77 million, a 181 store chain whose customers were overwhelmingly using Vodafone's network. In a similar move the company acquired the 80% of Astec Communications that it did not own, a service provider with 21 stores. This made Vodafone a very visible presence on the British high street and significantly increased the company's share of UK mobile customers 10
  11. 11. Introduction Vodafone is a major national cellular operator in India that covers most of the country. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. It is often praised for its award winning advertisements which all follow a clean, minimalist look. A recurrent theme is that its message Hi stands out visibly though it uses only black letters on white background. Another recent successful ad campaign in 2003 featured a dog following 11
  12. 12. a boy around in unlikely places, with the tagline, wherever you go, our network follows. Vodafone, the world’s leading international mobile communications company, has fully arrived in India. Vodafone Essar announced today that the Vodafone brand will be launched in India from 21st September onwards. The popular and endearing brand, Hutch, will be transitioned to Vodafone across India. This marks a significant chapter in the evolution of Vodafone as a dynamic and ever-growing brand. The brand change over the next few weeks will be unveiled nationally through a high profile campaign covering all important media. Vodafone, the world’s leading mobile telecommunication company, completed the acquisition of Hutchison Essar in May 2007 and the company was formally renamed Vodafone Essar in July 2007. Asim Ghosh, Managing Director, Vodafone Essar, said "We’ve had a great innings as Hutch in India and today marks a new beginning for us. Not as a departure from the fundamentals that created Hutch, but an acceleration into the future with Vodafone's global expertise." Vodafone's logo is a true representation of that belief - The start of a new conversation, a trigger, a catalyst, a mark of true pioneering Chairman  Sir John Bond Executive directors  Vittorio Colao  Andy Halford 12
  13. 13.  Michel Combes  Stephen Pusey Deputy Chairman and senior independent director  John Buchanan Non-executive directors  Alan Jebson  Samuel Jonah  Nick Land  Anne Lauvergeon  Luc Vandevelde  Anthony Watson CBE  Philip Yea  Renee James  Gerard Kleisterlee, 13
  14. 14. Executive committe Chaired by Vittorio Colao, this committee focuses on the Group’s strategy, financial structure and planning, succession planning, organisational development and Group- wide policies. The Executive Committee membership comprises the executive directors, details of whom are shown above, and the senior managers who are listed below Senior management Members of the Executive Committee who are not also executive directors are regarded as senior managers of the Company.  Warren Finegold  Matthew Kirk  Morten Lundal  Rosemary Martin  Nick Read  Ronald Schellekens Other boards & executive committee members The following members also served on the Board or the Executive Committee during the year: Simon Murray was a non-executive director until his retirement on 27 July 2010. Terry Kramer was Regional President – Vodafone Americas and a member of 14
  15. 15. the Executive Committee until 31 July 2010.Wendy Becker was Group Chief Marketing Officer and a member of the Executive Committee until January 2011. Business Principles Our Vision and Values guide the way we act. Our Vision is to be the world’s mobile communication leader – enriching customers’ lives, helping individuals, businesses and communities be more connected in a mobile world. Our Values are about how we feel – in other words the Passions that make us the company we are. One of our four corporate Values is 'Passion for the world around us': "We will help the people of the world to have fuller lives - both through the services we provide and through the impact we have on the world around us." At the start of 2002, we introduced a set of ten Business Principles to make our Vision and Values happen. These define our relationships with all our stakeholders and govern how Vodafone conducts its day-to-day business. Our Business Principles apply to all Vodafone operating companies (majority owned businesses). We also promote the Principles to our associate companies (where 15
  16. 16. Vodafone holds a minority stake) and business partners. Chief Executives are responsible for ensuring application of the Principles within their business. Every employee is expected to act in accordance with the Business Principles. If employees have concerns about the application of the Principles, they can ask their local human resources managers for further advice, or contact the Group Human Resources Director or the Group Audit Director. We are incorporating training on our business principles into our employee induction process. Subscriber Base Following is the Vodafone India subscriber base statistics as on January, 2013 Subscriber Base Statistics as on January, 2013 Telecom Cicle No. of Subscribers Gujarat 15,801,116 Uttar Pradesh(East) 14,526,236 Maharashtra 12,977,123 West Bengal 11,165,667 Tamil Nadu 9,777,927 Uttar Pradesh(West) 8,999,073 16
  17. 17. Subscriber Base Statistics as on January, 2013 Telecom Cicle No. of Subscribers Rajasthan 8,565,366 Delhi 8,449,120 Goa 7,134,576 Karnataka 6,452,620 Bihar 6,381,278 Mumbai 6,160,353 Andhra Pradesh 6,080,916 Kerala 6,067,506 Haryana 4,437,015 Punjab 4,309,853 17
  18. 18. Subscriber Base Statistics as on January, 2013 Telecom Cicle No. of Subscribers Madhya Pradesh & Chhattisgarh 4,101,877 Kolkata 4,084,284 Odisha 2,789,575 Assam 2,188,073 Chennai 2,091,411 North East 928,563 Jammu & Kashmir 666,009 Himachal Pradesh 475,329 Total number of Vodafone India Subscribers : 141,519,840, i.e. 22.44% of the total 657,158,013 Indian mobile phone subscribers Vodafone Whampoa Limited (VWL) is a leading international corporation committed to innovation and technology with businesses spanning the globe. Its diverse array of holdings range from some of the world's biggest port operators and 18
  19. 19. retailers to property development and infrastructure to the most technologically- advanced and marketing-savvy telecommunications operators. VWL reports turnover of approximately HKD268 billion (USD34 billion) for the year ended 31 December 2006. With operations in 56 countries and over 220,000 employees worldwide, Vodafone has five core businesses - ports and related services; property and hotels; retail; energy, infrastructure, investments and others; and telecommunications. Vodafone's achievements include being: • the world's leading port investor, developer and operator with 45 ports across Europe, the Americas, Asia, the Middle East and Africa. • the largest health & beauty retailer in the world with Watsons Your Personal Store, DC, Drogas, Kruidvat , Rossmann, Savers, Superdrug, Trekpleister, Spektr, Marionnaud, ICI PARIS XL and The Perfume Shop. • one of Asia's largest retailers through the Watsons Your Personal Store, PARKnSHOP supermarket, TASTE food galleria, GOURMET boutique style fine food hall, GREAT Food Hall, Fortress electrical appliances store, Watson's Wine Cellar and Nuance-Watson airport duty free operator. • a pioneer of mobile multimedia communications with the launch of third- generation (3G) mobile phones and networks under the "3" brand. • a visionary and international telecommunications operator through Vodafone Telecommunications International Limited (Vodafone Telecom) which provides mobile phone networks and data services in nine dynamic markets in Asia, the Middle East and Africa. Vodafone Whampoa Limited is among the largest companies listed on the main board of the Hong Kong Stock Exchange. Flagship companies include Vodafone Port 19
  20. 20. Holdings, Vodafone Whampoa Properties, A S Watson, Cheung Kong Infrastructure and Vodafone Telecom. Vodafone dates back to the 1800s and while its operations now span the globe, it continues to remain based in Hong Kong. Vodafone's executives and staff are a multicultural mix as diverse as the reach of the corporation's operations. Vodafone has a strong commitment to the highest standards of corporate governance, transparency and accountability - principles which have been recognized by the receipt of numerous awards and commendations. Ports and Related Services Vodafone Port Holdings (HPH) operates in 23 countries. The port and related services group operates a total of 257 berths in 45 ports. It operates in five of the seven busiest container ports in the world. Its headquarters are at Hongkong International Terminals, the world’s largest and busiest privately-owned container terminal operator. HPH handled a total throughput of 59.3 million twenty-foot equivalent units (TEUs) in 2006. In the United Kingdom, it owns the Port of Felixstowe (the country's largest), Harwich International Port and Thamesport. HPH also has a substantial interest in ports in the Netherlands, Belgium, Germany, Poland, Spain, Indonesia, Korea, Malaysia, Myanmar, Pakistan, Thailand, Vietnam, Egypt, Tanzania, Oman, Saudi Arabia, Argentina, the Bahamas, Ecuador, Mexico and Panama. The Group is also involved in the investment, development and operations of a number of deep-sea and coastal/river ports in Mainland China. Property and Hotels 20
  21. 21. From landmark office buildings on Hong Kong's skyline to luxury residential properties in the United Kingdom, Vodafone Whampoa Properties Limited develops and invests in leading real estate projects. Retail A S Watson & Co., Limited (ASW), the Group's retail arm, operates over 7,700 retail stores in 33 countries worldwide. In Asia, its flagship retail chains are: Watsons Your Personal Store, PARKnSHOP supermarket, TASTE food galleria, GOURMET boutique style fine food hall, GREAT Food Hall, Fortress electrical appliances store, Watson's Wine Cellar and Nuance-Watson duty free operator. In Europe, ASW's retail network comprises nine health and beauty chains: DC, Drogas, Kruidvat, Rossmann, Savers, Superdrug, Trekpleister, Spektr and Watsons Your Personal Store, as well as three luxury perfumeries and cosmetics retail brands: Marionnaud, ICI PARIS XL and The Perfume Shop. A S Watson is the world's largest health and beauty retailer. Energy, Infrastructure, Investments and Others Cheung Kong Infrastructure (CKI), the Group's infrastructure arm, is a diversified infrastructure company with businesses in transportation, energy, infrastructure materials, water plants and related operations. CKI's businesses span Hong Kong, Mainland China, Australia, the UK and Canada. The Group has an interest in Hongkong Electric Holdings (HEH), the sole electricity supplier to Hong Kong Island and Lamma Island. Vodafone is also a major shareholder of Husky Energy, one of Canada's largest energy and energy related companies. 21
  22. 22. Investments and Others division mainly represents Vodafone Whampoa (China), listed subsidiary Vodafone China MediTech Limited and Vodafone Harbour Ring and listed associated company TOM Group. Vodafone Whampoa (China) Limited, the investment arm of VWL in Mainland China, is actively engaged in a number of ventures and other activities. These investments include the manufacture and distribution of healthcare, personal care and traditional Chinese medicine products, the provision of aircraft maintenance, engineering and cabin cleaning services, the provision of logistics services, the operation of a rice farm and rice trading, hotel ownership as well as the manufacture of optical transmission equipment. Vodafone Whampoa Limited is among the largest companies listed on the main board of the Hong Kong Stock Exchange. Flagship companies include Vodafone Port Holdings, Vodafone Telecom, Vodafone Whampoa Properties, A.S. Watson and Cheung Kong Infrastructure. Vodafone dates back to the 1800s and while its operations now span the globe, it continues to remain based in Hong Kong. Vodafone's executives and staff are a multicultural mix as diverse as the reach of the corporation's operations: Hong Kongers, Mainland Chinese, Americans, Australians, Austrian, Belgians, British, Canadians, Czech, Dutch, Egyptian, Filipinos, French, German, Hungarian, Indians, Israelis, Italian, Latvian, Lithuanian, Moroccan, Pakistanis, Polish, Portuguese, Romanian, Russian, Slovakian, Spanish, Swedish, Swiss, Turkish, Vietnamese and many other nationalities make up the people of Vodafone. Vodafone has a strong commitment to the highest standards of corporate governance, transparency and accountability - principles which have been recognized by the receipt of numerous awards and commendations. Telecommunications: VWL is one of the leading owners and operators of telecommunications, offering a wide range of related services 22
  23. 23. in 17 countries. These include third-generation (3G) multi-media mobile telephony, GSM mobile phone systems, fixed-line services, fiber optic broadband networks as well as radio broadcasting. Operating under the "3" brand, VWL is leading the ongoing revolution in the 3G arena. VWL was one of the first operators in the world to introduce 3G services, enhancing people's lives with a vast range of multimedia mobile contents. VWL owns 3G licenses in 11 markets: Australia, Austria, Denmark, Hong Kong, Ireland, Israel, Italy, Macau, Norway, Sweden and the United Kingdom, and now has a customer base of over 14.7 million. Vodafone Telecommunications International Limited (Vodafone Telecom) focuses on driving future growth in developing markets while using the Group's leading technology position to further develop advanced services for demanding subscribers in more sophisticated, high-demand markets. It operates or is rolling out mobile telecom services in Hong Kong and Macau, India, Israel, Thailand, Sri Lanka, Ghana, Indonesia and Vietnam, plus a 3G network in Hong Kong. Fixed-line telecom services are also provided in Hong Kong. A wide range of services is provided by Vodafone Telecom encompassing voice services (including enhanced calling features), broadband data and multimedia services, mobile and fixed-line Internet and intranet services, IDD and international roaming services, bandwidth services, data centre services, system infrastructure and application solutions SERVICE’S PROVIDED BY VODAFONE 23
  24. 24. Life becomes simpler when you become a Vodafone Postpaid customer. Choose from a variety of affordable and attractive talk plans, and many convenient payment options for your monthly bill. Offers Go Postpaid Talk plans Payment choices Download postpaid forms Shops & Dealers To get a Vodafone Postpaid connection, all you have to do is submit a Customer Agreement Form and Enrollment form, along with one of the following documents as your ID and 1. Address proof 2. Ration card 3. Passport 4. Driving licensee 5. ID card issued by any institution 6. Copy of electricity or telephone bill of your address Any document or communication issued by any authority of Central Government or local bodies showing your residential address Any other documentary evidence in support of the address given in the declaration. Talk plans 24
  25. 25. Choose a talk plan that fits your usage and budget. And get a range of value added services to go with it. Know more Payment choices Vodafone offers you a variety of convenient and timesaving payment options. Choose the one that suits you best. Know more Download postpaid forms Get yourself a Vodafone Postpaid connection. Subscribe to Value Added Services, Roaming, and more - right here. Know more. Full value plans Talk Home 299 Talk Roam 499FV 199 FV 399 FV 699 FV 899 Monthly Charges Rental 0 0 0 0 0 0 Minimum Billing Amount 199 399 699 899 299 499 Free local talktime 0 399 699 899 0 0 Free Local Vodafone Minutes 199 0 0 0 0 0 Usage Charges Incoming Free Free Free Free Free Free Local Outgoing / min to Vodafone phone 1.25 0.50 0.50 0.50 1 per 2 min 1 per 2 min to mobile phones 1.25 1.69 1.19 0.75 1 1 to landline phones (except in UP [W] & Uttranchal) 1.25 1.69 1.19 0.75 1 1 to landline phones in UP [W] & Uttranchal 2.40 2.40 2.40 2.40 1 1 STD / min 2.40 2.40 2.40 2.40 1 1 25
  26. 26. ISD / min (all inclusive) US, Canada, UK & Europe, Australia & New Zealand, South East Asia 7.2 7.2 7.2 7.2 7.2 7.2 Gulf, UK, Europe, SAARC, Africa, Australia & New Zealand 9.99 9.99 9.99 9.99 9.99 9.99 Norfolk Island, Cook Island, Cuba, Diego Garcia, Guinea Bissau, Nauru, Sakhalin, Saotome & Principle, Solomon Island, Tokelau, Tuvalu, Vanuatu 40 40 40 40 40 40 Inmarsat / Iridium 500 500 500 500 500 500 SMS Local Vodafone 1.00 0.50 0.50 0.50 1.00 1.00 Local 1.00 0.99 0.99 0.99 1.00 1.00 National 2.00 2.00 2.00 2.00 1.00 1.00 International 5.00 5.00 5.00 5.00 5.00 5.00 Information Services 2.00 2.00 2.00 2.00 2.00 2.00 Prepaid Offers UP (E) Change Your Region Andhra Pradesh Chennai Delhi Gujarat Haryana Karnataka Kerala Kolkata Maharashtra & Goa Mumbai Punjab Rajasthan Rest of Bengal Tamil Nadu UP (E) UP (W) 26
  27. 27. Offers Go Prepaid Cost structure How to recharge Download prepaid forms Shops & Dealers 1 Free TV with Rs 699 Pack STD to any phone @ Re 1 Mobile @ 1599 Call across UP @ 50p Vodafone Chalta Rahe Mobile@299 Become a VIP 2 Free TV with Rs 699 Pack Buy the new Rs 699 Vodafone Prepaid Pack and get a portable TV free! 3 New customers get: A portable TV Vodafone Prepaid connection 27
  28. 28. 4 Chota Recharges of Rs 10 each Validity for 30 days Special Tariff Voucher worth Rs 60 5 Existing users get: A portable TV Recharge card worth Rs 199 Special Tariff Voucher worth Rs 60 6 STD to any phone @ Re 1 Now call any phone in India at Re 1/min for a monthly fee of Rs 250. Know more 7 Mobile @ 1599 Go mobile the economic way. For just Rs 1599 you get a cool Motorola C115 handset, a Vodafone prepaid connection with 3 months validity Chota Recharge cards worth Rs 65 Special Tariff Voucher of Rs. 35 Call across UP @ 50p 28
  29. 29. Call any mobile phone across UP and Uttranchal for just 50p per minute. You can also make calls to landlines at Re 1 per minute, and Vodafone phones at 30p per minute. To enjoy these rates, all you need is a Vodafone special tariff voucher. Know more Vodafone Chalta Rahe Pay just Rs 999 for a Vodafone Chalta Rahe Prepaid, and stay mobile forever. Plus other benefits like full talktime on all future recharges. Know more The license period on the offer is valid till 11.12.2015 Mobile@299 Pay just Rs 299 and get a fully loaded Starter pack with: Vodafone Prepaid connection 1 Recharge card worth Rs 199 (with Rs 50 talktime & 30 day validity) STV worth Rs 35 4 Chota Recharge cards of Rs 10 Become a VIP Get your own distinct identity, by selecting a distinct phone number. At no extra cost. 29
  30. 30. Just buy a new prepaid connection of Rs 3000 and choose from VIP numbers like 9838 679786 or 9838 636363. In addition to the VIP number, you'll get full talktime worth Rs 3000, valid for 270 days. You can also buy a new prepaid connection of Rs 2000 for VIP numbers like 9838500 777 or 9838500 999. In addition to the VIP number, you'll get full talktime worth Rs 2000, valid for 180 days. No matter where you are, you can always find a Vodafone dealer near you. Know more http://www.Vodafone.in/postpaid/Vodafone_at_your_doorstep.asp You don't need to step out of your home or office. Vodafone will come to your doorstep. Know more Shop Name Address Vodafone Shop Chintels House, 16- station Road, lucknow Vodafone Shop Wave Mall ,Vibhuti khand, Gomti Nagar,lucknow Vodafone Shop Vodafone House-5 Shahnajaf Road,lucknow Highlights Vodafone is the one of the world’s largest mobile communications companies by revenue, operating across the globe providing a wide range of communications 30
  31. 31. services. Our vision is to be the communications leader in an increasingly connected world. Awards and Recognition The Brand Trust Report, 2011 published by Trust Research Advisory has ranked Vodafone as the 16th most trusted brand in India 2007 Forbes The Global 2000 2006 The Hong Kong Council of Social Service • Caring Company Award 2005/06 Yazhou Zhoukan • Top 500 Chinese Companies in the world 2005 Business Week • The Asian Top 150 Finance Asia • Asia's Best Conglomerate • Best Managed Company in HK • Best CFO Award in HK (Mr Frank Sixt) 2004 31
  32. 32. Business Week • Global 1000 Euro money • Best Asian Companies by Country - Hong Kong 2003 Asian Legal Business Awards • In-house Team of the Year - Allen & Overy Award 2002 Asia money • Best Corporate Governance: Capital goods - combined results • Self assessment on corporate governance: Capital goods - company self assessment 2001 Asia money • Overall Best Managed Companies (Hong Kong) Euro money • Best Corporate Borrower in Asia • Best Asian Companies - Conglomerates • Best Companies in Hong Kong 2000 Asia money • Best Managed Companies Asia week • The Asia week 1000 Largest Companies Forbes • The 400 Best Companies 32
  33. 33. • "A" list - tops of the Diversified Category 1999 Asia money • Best Managed Companies 1998 Asia money • Best Managed Companies Asia week • The Asia week 1000 Largest Companies Asian Business • Asia's Most Admired Companies 1997 Euro money • Best Asian Companies - Conglomerates 1996 Asia money • Best Managed Companies Asia week • The Asia week 1000 Largest Companies Products and Services • Voice • Data • Fixed and other services • Devices 33
  34. 34. Technology • How do mobiles work? • Mobile evolution • Network infrastructure • Privacy Policy • Terms & Conditions • Mobile Version PRODUCT PROFILE BASIC SERVICES  Clip 34
  35. 35.  Call Hold/call waiting  Call conference  Clir  Itemised Bill (Post Paid)  SMS  Call Barring (CBARR) (Post Paid) CALLER LINE IDENTIFICATION PRESENTATION (CLIP) Clip identifies the caller by displaying the number of the caller on the handset. This allows you the benefit of accepting or rejecting the call; although, at times caller Line Identification may not appear due to technical problems in the originating network. CALL HOLD/ CALL WAIT This feature allows you to receive or make another call, while you are already busy with a call, without disconnecting it . You can receive or make a second call, by putting the first call on hold. You billed for both the calls. You can activate call waiting by using the menu of your cell phone 35
  36. 36. CALL CONFERENCE (CC) This feature allows you to have a teleconference with up to five people at the same time, from wherever you are. You can conference with either cellular or landline phones, including STD and ISD calls. To make a conference call simply make your first call. Then put the first call on hold and dial the next number. To conference, scroll through the handset menu and select the conference feature. Now your call are connected . to invite another person follow the same steps again Note:  Call conference is a handset dependent feature  You are charged for the time on hold and conference  The originator of the calls will be charged for all the calls initiated by him.To use the facility you need to activate the “call waiting” feature on your handset. CALLER LINE IDENTIFICATION RESTRICTION (CLIR) Now, with CLIR you can restrict your cellular phone number from being displayed on the receiver’s cellular phone. This means, you can maintain complete confidentiality of your number. This feature might not function across operator networks, but will definitely restrict caller ID when called within the same cellular operator network’s Mobile numbers. ITEMISED BILLING An itemized bill gives you the details of all calls made and received, and of all the other facilities you availed of, on your mobile number during a month. It also 36
  37. 37. carries details of the number called/ received, time and date of the call, duration and the amount charged. SHORT MESSAGING SERVICE This feature allows you to send and receive messages to and from, respectively; almost all national and international cellular operators. SMS allows you access to services lime receiving stock quotes, horoscopes, Jokes messages, email, news and many others. It comes as an in built feature to all Vodafone subscribers. Vodafone offers an array of Services that help you manage your calls better. From caller Identification to call waiting, from call divert to call conference Vodafone redefines convenience. Most of these features are optional and can be availed of on request and carry a nominal subscription charge. To activate any feature call our customers care or visit any Vodafone ‘n’ U Showroom. CALL DIVERT (CD) With call Divert, you can divert an incoming call to another cell phone (be it Vodafone or Airtel/ Essar or BSNL cellular Phone ) or even a landline number (within Andhra Pradesh local dialing list). You can divert your calls. VALUE ADDED SERVICES Just when you thought you had the cake, we made it possible for you to eat it too. Introducing THE VODAFONE Value Added Services, a vibrant bouquet of "little conveniences" "small pleasures" "bits of happiness" "dollops of infotainment" and all those "itsy bitsy" wants of yours that together make up THE BIG SMILING PICTURE. SMS based services to Voice based ones, the vodafone range cuts across all modes of communication to ensure the BEST VALUE for your money. 37
  38. 38. So be it downloading the latest ring tones or sharing the freshest of blonde jokes, be it checking the status of your cousin's train arrival time or arranging a pick up for your boss's delayed flight, vodafone hands you the power to do it all. You could also book a surprise movie ticket or deliver those dainty dandelions for your date or access the latest cricket scores or some serious stock information; or maybe even play downloadable games or chill out with some zany chats with buddies on-line. VODAFONE 'S VALUE ADDED SERVICES ARE AS INNOVATIVE AND EXCITING AS YOUR DESIRES. VALUE ADDED SERVICES – MADHYA PRADESH SMS SERVICES -  vodafone Buzz - Subscription Services - 4560456  SMS Short Code  Text Messaging  Dynamic Voice Mail Service GPRS/EDGE  vodafone Buzz - Subscription Services - 4560456  SMS Short Code  Text Messaging  Dynamic Voice Mail Service 38
  39. 39. VOICE  Say vodafone -456  Ganesha Speaks - 181  Back ground Music MARKETING RESEARCH - AN INTRODUCTION Marketing basically consist of spotting the need of customers and meeting them in the best possible manner. Marketing Research plays key role in this process. It helps the firm acquire a better understanding of the consumer, the competition & The marketing environment. It also aids the formulation of marketing Mix. Today carrying out research relating to customers products and market requires specialized skills sophisticated techniques CLASSIFICATION OF MARKETING RESEARCH PROBLEM The various marketing research problem can be classified based on the subject matter of research as shown below:- 1. Research on Product 39
  40. 40. 2. Research on Market 3. Research on consumer 4. Research on advertisement and Promotion 5. Research on distribution 6. Research on Price 7. Research on competition 8. Research on Sales method Research on Products includes studies on the competitive position of a product /brand : the level of consumer acceptance of a products/ brands etc. consumer research includes. Studies on consumer behavior. Buyer Motives, consumer loyalty. Consumer resistance etc. Research on market includes market share analysis demand analysis determining market characteristics, market segmentation studies . Analysis of market territories etc. Characteristics, market segmentation reveals trends in competition, evaluates the marketing progress of majors competitors. Shops their strengths and weakness and analysis their vs. Performance. Research on distribution includes studies on distribution policies transportation, warehousing etc. Research on advertisement and promotion includes studies on advertising effectiveness, studies on media and their relative effectiveness and cost- benefits of sales promotion etc. 40
  41. 41. MAIN STEPS INVOLVED IN MARKETING RESEARCH 1. Defining the marketing problem tom be tackled and identifying the marketing research problem involved in the task 2. Specifying the information requirement 3. Developing the research design & research procedure. 4. Gathering the information 5. Analyzing the Information & Interpreting it in terms of the problem being tackled. 6. Preparing the Research report TECHNIQUES OF MARKETING RESEARCH Marketing Survey:- Marketing survey is one of the most widely used M.R. Techniques market survey is at times viewed as synonyms with market research. It is just one method of collecting the marketing information required for carrying out a given marketing research tass 41
  42. 42. Customer Relationship Management Customer Relationship Management or CRM is an old subject that has become a hot topic. Since the 1960’s management gurus such as Peter Drucker and Levitt have been practicing CRM gospel, which can be simply summarized like this: 42
  43. 43. “The true business of every company is to make customers, keep customer and maximize customer profitability.” This gospel was neglected until recently by most companies. Why? Because only now are improved and new technologies (databases, data mining, Internet etc) capable of tracking and managing customer profitability, behavior and satisfaction at a reasonable cost. CRM is a comprehensive approach which provides seamless integration of every area of business, that touches the customer namely marketing, sales, customs service and field support through integration of people, process of technology. In order to properly understand the concept of CRM we can simply put it in the form of following model. CRM itself is not a technology, but a process of gathering and retaining information about customers and their interaction with the company. Simply put, we can say CRM helps the organizations to analyze and understand the following: • To understand whom it’s customer are • Helps an enterprise to enable its marketing department to identify and target the best customers. • Manage marketing campaigns with clear goals and objectives and generate quality leads for the sales team. • Understanding the formation of individualized relationship with customer, with the aim of improving customer satisfaction and maximizing profits. 43
  44. 44. • To understand which points of contact (such as address, phone and e-mail) are of interest to the enterprise, about its customer? • Most importantly, identifying the most profitable customers, and providing them with highest level of service RESEARCH OBJECTIVE The objective of the research is the following; 1) To test the feedback of the customer. 2) What type of feedback is provided by the service personnel? 3) To note the total problem occurring in the service centre what is the major problems that comes in the service centre. 4) To know the customer satisfaction level of VODAFONE with other competitors. 44
  45. 45. 45
  46. 46. Research Theory The marketing research has been defined by so many different authors in so many different ways. The American Marketing Association defines marketing research as follows: “Marketing Research is the function which links the consumers, customers and public to the market through the information – information used to intensify and defines marketing opportunities and problems, generate, refine and evaluate marketing actions, monitor marketing performance and improved understanding of marketing as a process.” Marketing research specifies the information required to address these issues; designs made for collecting the information’s; manages and implements the data collection process; analyses the results; and communicates the findings and their implications. Several characteristics of modern business encourage the use marketing research business. Marketing research is used during different phases of administrative process: 1. Setting goals and establishing strategies. 2. Developing a marketing plan. 3. Putting the plan into action. 4. Evaluating the plan’s effectiveness. Types of Data And Methods of Data Collection 46
  47. 47. The most important part of any research is collection of data. The task of data collection begins after the research problem has been defined. While deciding about the method of data collection to be used for the study, the researcher should keep in mind that the data are of two types: Primary Data: Primary may be described as those data that have been observed and recorded by the researchers for the first time to their knowledge, and thus happen to be original in character. Secondary Data: Secondary data are statistics not gathered for the immediate study at hand but for some other purposes. Research Design There are three types of research • Exploratory Research • Descriptive Research • Casual Research We have used “Descriptive research design” The basis of my research was primary data which I collected from 100 peoples i.e. sample size in the service centre through “Questionnaire” Main Aspects While Preparing Questionnaire Questionnaire is often considered as the heart of survey operation. It is the method 47
  48. 48. of obtaining specific information about a defined problem so that the data, after analysis and interpretation, results in better appreciation of the problem. Hence great care has to be taken in constructing it. This requires studying main aspects of the questionnaire: 1. Form of the Questionnaire: mainly the general form of the questionnaire is concerned it can be either structured or unstructured. The questionnaire preferred by me was structural in nature I preferred this format because all the questions were definite, concrete, and pre-determined, comments in the respondents own words was held to be minimum. 2. Determine the Type of Question to use: Before working on the wording of each question, they must decide on type of question to use. There are three main types of questions from least structured to most structured are: • Open Questions • Multiple questions • Dichotomous. 3. Deciding on Wordings of Question: Wordings of each question Should be thoroughly examined. Following points should be kept in mind while preparing questionnaire: • Define the issue • Should the question be subjective or objective • Positive or negative statement 48
  49. 49. • Use simple words • Avoid ambiguous questions • Avoid leading question 4. Decide on Question Sequence: Once the wording has been determined. it is necessary to set them up in some order. The sequence can influence the results obtained. A questionnaire has three major sections: • Basic information • Classical information • Identification Information I paid proper attention to the wordings of question as well as on the sequence of the questions since reliable and meaningful returns depend on it, to the large extent. The important steps that I took in choosing the words are as follows: • Simple words, which are familiar to all the respondents, were employed. • Words with ambiguous meanings were avoided. • Danger words catch words or words with emotional connotations were also avoided. • Caution was exercised in the use of phrases, which reflect upon the prestige of respondent. 49
  50. 50. Sampling When fields study are undertaken in practical life, consideration of time and cost almost invariably lead to a selection of respondents, i.e., selection of only few items. The respondents selected should be representative of the total population as possible in order to produce a miniature cross section. The selected respondents constitute a ‘Sample’ and the selection procedure is called ‘Sampling Technique’. The survey so conducted is known as ‘Sample Survey’. It should represent not only the total population characteristics but also the various sub classes of the population. The validity of findings would also depend upon how people willingly and correctly report of their opinion, attitude, preferences, and favorableness. Different Types Of Sample Design There are different types of sample designs based on two factors, i.e., the representation basis and the element selection technique. On representation basis, the sample may be probability sampling or it may be non-probability sampling. On element selection basis, the sample may be either unrestricted selection technique or restricted selection technique. Thus, the sample designs are basically of two types, i.e., non-probability sampling and probability sampling. Steps in Sampling Design 50
  51. 51. While developing a sampling design, the researcher must pay attention to the following points: 1. Type of Universe - The first step in developing any sample design is to clearly define the set of objects, technically called the ‘universe’. The universe can be finite or infinite. In finite universe the number of items is certain, but in case of infinite universe the number of items is infinite, i.e., we cannot have any idea about the total number of items. 2. Sampling Unit – A decision has to be taken concerning a sampling unit before selecting sample, sampling unit may be geographical one such as state, district, village etc., or a construction unit such as house, flat, etc., or it may be a social unit such as family, club, school etc., or it may be an individual. 3. Source list – It is also known as “sampling frame” from which sample is to be drawn. It contains the names of all items of the universe (in case of finite universe only). If source list is not available researcher has to prepare it. It is extremely important for source list to be representative of the population as possible. 4. Size of Sample – This refers to the number of items to be selected from the universe to constitute a sample. The size of sample should neither be extremely large, nor too small. It should be optimum. An optimum sample is one, which fulfills the requirements of efficiency, representative ness, reliability and flexibility. 5. Parameters of Interest – In determining the sample design, one must consider the question of the specific population parameters, which are of 51
  52. 52. interest. There may also be important sub groups in the population about whom we like to make estimates. All this has strong impact upon the sample design we would accept. 6. Budgetary Constraint – Cost considerations, from practical point of view, have a major impact upon decisions relating to not only the size of the sample but also to the type of sample. 7. Sampling Procedure – Finally, the researcher must decide the type of sample he will use i.e., he must decide about the technique to be used in selecting the items for the sample. There are several sample designs. Obviously, he must select that design which, for given sample size and for a given cost, has smaller sampling errors. 52
  53. 53. Analysis of data Ques 1: Which connection you use in your mobile ? 53
  54. 54. Contents Customer Response Postpaid connection 20% Prepaid Connection 80% Total 100% Ques-2 Why did you choose Prepaid or postpaid ? 54
  55. 55. Contents Customer Response Economical 42% Attractive Scheme 37% Like advertisement 10% None 11% Total 100% Ques-3 If you use prepaid connection, which recharge voucher, you use per month ? 55
  56. 56. Contents Customer Response Rs 199 18% Rs 300 29% Rs 500 28% Rs 1000 or more 25% TOTAL 100% Ques 4: How do you come to know about new scheme of Vodafone ? 56
  57. 57. 57 Contents Customer Response Friends 21% Holdings 15% TV Add 29% News paper 28% Customer care 9% Other sources 1% Total 100%
  58. 58. Ques 5: how many times do you visit Vodafone service centre ? Contents Customer Response First time 80% Weekly 4% Monthly 6% yearly 10% Total 100% Ques 6: What was your satisfaction level after visit of service Centre ? 58
  59. 59. 0 10 20 30 40 50 60 70 80 satisfied not satisfied highly satisfied Series1 Contents Customer Response Satisfied 70% Not satisfied 10% Highly satisfied 20% total 100% Ques 7: Do you think Vodafone call rates are reasonable ? 59
  60. 60. 0 10 20 30 40 50 60 70 yes no may be Series1 Contents Customer Response yes 58% no 22% May be 20% Total 100% Ques8: Do you Vodafone network provides better communication service ? 60
  61. 61. 0 10 20 30 40 50 60 70 80 yes no Series1 Contents Customer Response yes 76% no 24% Total 100% 61
  62. 62. Ques 9: Do Vodafone provides better communication service from it competitors 0 10 20 30 40 50 60 70 80 90 100 yes no may be Series1 Contents Customer Response yes 90% no 4% May be 6% Total 10% Ques 10: You said you were treated poorly or rudely. What exactly did Vodafone employees do? Please try to describe specific behaviors, if possible ? 62
  63. 63. 0 5 10 15 20 25 30 35 40 45 50 put on hold not responsive were discourteous large queue time Series1 Ques 11: Did the SERVICE provided by Vodafone people fail to perform as promise? 63 Contents Customer Response Put on hold 44% Not responsive 12% Were discourteous 24 % Large queue time 30% Total 100%
  64. 64. 0 10 20 30 40 50 60 70 80 yes no Series1 Ques12: Did Vodafone employees treat you poorly or rudely ? 64 Contents Customer Response yes 30% no 70% Total 100 %
  65. 65. Contents Customer Response yes 24% no 76% Total 100 % Ques13: Did some other type of problem happen that we did not mention yet ? 65
  66. 66. 0 10 20 30 40 50 60 70 yes no Series1 Contents Customer Response yes 40% no 60% Total 100 % Ques14: Which of the following are priced high by Vodafone that prompted you to cancel your connection in future? 66
  67. 67. 0 5 10 15 20 25 30 35 40 monthly rental of subscription air time usage rate monthly rental for vas recent changes in your budget Series1 Contents Customer Response Monthly rental for subscriptions 16% Air time usage rates 26% Monthly rental for vas 36 % Recent changes in your budget 22% Total 100% Ques 15: How much time you have to wait in the service centre? 67
  68. 68. 0 10 20 30 40 50 60 70 80 5_10 10_15 15_20 20_25 Series1 Contents Customer Response 5_10 6% 10_15 14% 15_20 56 % 20_25 24% Total 100% 68
  69. 69. Findings 69
  70. 70. 1) In my analysis the performance of Vodafone is varying because of large problem are arrived and the problem of people is that service centre is not performing the work upto their potential. 2) In my analysis around more then 60% people says that Vodafone service is good and rest are people says no comment. 3) Vodafone’s main competitor is Airtel. While Vodafone and Airtel, both are providing same service so it is most important to use more and effective service strategy. 4) Vodafone provided its service to its customer when ever they need and also where ever the need with the help of customer cares. 5) In case of telecommunication customer are very choosy and economical. 70
  71. 71. Recommendation During the survey I come to know about some short coming of Vodafone telecom. This shortcoming can be removed with the help of following suggestion and help Vodafone telecommunication. In expanding its market through advertisement and improving its market position. 71
  72. 72. 1. Promotional program conducted b the company should be on large scale for the customer with improved service centre. 2. Company should increase the personal contact with the customer because they have some problems that can be solved by the Vodafone staff only. 3. For youngsters Vodafone should provide some free services as like Reliance Infocomm. 4. Vodafone should appoint few more celebrities for advertisement. 5. The problem should be solved in service centre and it should be not be time taking. 72
  73. 73. Conclusion It is always difficult to measure the effectiveness of service center this is to conclude that the research named as “Customer satisfaction level at Vodafone service centre” will be useful for the organization this research has been done keeping the 73
  74. 74. constraints and requirements of the Vodafone with the help of this research it in easy for Vodafone to know about the service centre and customer satisfaction level. It can help them to now what their customer wants from them. It will help the organization to know that what more their customer want from them. What are their weaknesses which the organization can improve in order to service centre in order to the services performed there. I tried my best to make this research report in spite of that few mistakes in it and I know this thing. So kindly ignore most of the customer are satisfied with their services but wants to switch over a new upgraded service if given an opportunity with additional feature and least risk. 74
  75. 75. Bibliography  www.Vodafone.com assessed on 30th may 2013,4:15p.m 75
  76. 76.  www.google.co.in assessed on 16th june 2013,6:30p.m  en.wikipedia.org assessed on 10th sep 2013,5:30p.m  www.economicstimes.com assessed on 12th july 2013,7:30p.m  Research Methodology “C.R. Kothari”  Marketing Management “Philip Kotler” 76
  77. 77. Appendix Questionnaire Name Age Gender a) Male b) Female 77
  78. 78. Address Mobile No. Occupation a) Service b) Business c) Student d) Housewife e) Others Ques1: Which connection you use in your mobile. a) Postpaid connection b) Prepaid Ques 2: Why did you choose Prepaid or postpaid. a) Economical b) Attractive Scheme c) Like advertisement d) None of above 78
  79. 79. Ques 3: If you use prepaid connection, which recharge voucher, you use per month. a) Rs 199 b) Rs 300 c) Rs 500 d) Rs 1000 or More Ques 4: How do you come to know about new scheme of Vodafone? a) Through friend or relative b) Through Holdings c) T.V Add d) News Paper e) Customer Care f) Any Other Sources Ques 5: How many times do you visit Vodafone service centre? a) First time 79
  80. 80. b) Weekly c) Monthly d) Yearly Ques 6: What was your satisfaction level after visit of service Centre? a) Satisfied b) Not satisfied c) Highly satisfied Ques 7: Do you think Vodafone call rates are reasonable? a) Yes b) No c) May be Ques8: Do you Vodafone network provides better communication service? a) Yes 80
  81. 81. b) No Ques 9: Do Vodafone provides better communication service from it competitors. a) Yes b) No c) May be Ques 10: You said you were treated poorly or rudely. What exactly did Vodafone employees do? Please try to describe specific behaviors, if possible. a) PUT ON HOLD b) NOT RESPONSIVE c) WERE DISCOURTEOUS d) LARGE QUEUE TIME Ques 11: Now we would like your help in classifying the problem or problems you experienced. For each problem I mention, please answer “Yes” if the problem applies to you, or “no” if it does not. a) Did the SERVICE provided by Vodafone people fail to perform as promise? 81
  82. 82. YES NO b) Did Vodafone employees treat you poorly or rudely? YES NO c) Did some other type of problem happen that we did not mention yet? YES NO Ques 12: “YOU SAID THERE WERE TECHNICAL PROBLEMS THAT VODAFONE FAILED TO PERFORM OR SOLVE AS PROMISED. WHICH OF THE FOLLOWING PROBLEMS DID VODAFONE NOT HANDLE EFFECTIVELY?” A. Product related I. Faulty handset provided by Vodafone YES NO II. Faulty SIM card provided by Vodafone YES NO III. Any other Product related problems YES NO 82
  83. 83. B. Network related I. Network connectivity YES NO II. Indoor coverage problem III. Outdoor coverage problem IV. Drop calls V. Voice clarity VI. STD/ISD connectivity problem VII. VAS feature failures C. The connection was not activated for a long time Ques 13: You said the SERVICE provided by Vodafone people fail to perform as promised. Which of the following service related problems did you experience which Vodafone did not handle effectively? A. Frequent barring or disconnection I. Because of credit limit inspite of high usage YES NO II. Barring for any other reason (Please Specify) ---------------------------------------------------------------------------------------------- ---------------------------------------------------------------------------------------------- B. Billing and Payments I. Delay in receiving bills 83
  84. 84. II. Delayed postings of payment and subsequent harassment III. Incorrect roaming bill IV. Receiving bill for incorrect mobile No. V. Receiving incomplete bill C. You said Vodafone couldn’t or wouldn’t handle a need or request. What was your need or request? About customizing the SERVICE in some way? (Please specify)*** ------------------------------------------------------------------------------------------------------- ---------------------------------------------------- D. Was your need or request about an error you made that required Vodafone help to fix? YES NO If Yes what was your need and request. (Please specify)**** E. Was there another request or specific need? YES NO Ques 14: Which of the following are priced high by Vodafone that prompted you to cancel your connection? a) Monthly rentals for subscription b) Airtime usage rates c) Monthly rentals for VAS 84
  85. 85. d) Recent changes in your budget Ques 15: Now I would like you to consider various amounts of reductions in Vodafone prices (First/Next), if Vodafone lowered their prices by (insert amount), would you still be subscribing from Vodafone today? a) 0% YES NO b) 20% c) 30% d) 40% e) 50% Ques 16: In what ways did you feel you were spending too much effort in doing business with Vodafone? (PROBE & CLARIFY) Ques 17: Now still thinking of Air Tel, please tell me how much you agree with the following statements (Read First Statement Below) would you say that Vodafone has A. Large Net work Coverage (Adequate No. of cell sites) a) Agree b) Disagree c) Neither agrees nor disagrees d) Don’t know B. Cares about its customers a) Agree 85
  86. 86. b) Disagree c) Neither agree nor disagree d) Don’t Know C. Large Dealer Network (Wide Accessibility) a) Agree b) Disagree c) Neither agree nor disagree d) Don’t know D. Professional Organization a) Agree b) Disagree c) Neither agree nor disagree d) Don’t know Ques 18: Are you aware that there are toll free help line numbers available with your vodafone connection? Yes No Ques 19: How much time you have to wait in the service centre? a) 05_10 b) 10_15 c) 15_20 c) 20_25 86
  87. 87. 87