The document summarizes a market analysis of BSNL wireless services conducted by a team. They surveyed 150 customers to understand satisfaction levels. Key findings were that most customers were dissatisfied due to call drops, low data speeds and spam calls/messages. The team identified strengths of BSNL like customer trust and infrastructure, but recommended improving customer service, internet connectivity and quality of service.

1. MARKET ANALYSIS OF
BSNL(WIRELESS)
Market Analysis of
BSNL(wireless))

2. OUR TEAM MEMBERS
 Anwesha Sarkar
 Sayan Gupta
 Shailja Roy
 Souvik Basu Mallick

3. OBJECTIVES
 The objective behind our survey study is to access the
customers’ experience or impression about the quality
of service of BSNL.
 To ascertain the market need for BSNL services in
terms of tariff, customer care and channel satisfaction.
 Recommendations to BSNL for improvement.

4. SCOPE
 Geographic: Kolkata circle
 Customer segment: Student, Retailer/Distributor,
Trade /channel partner.
 Services: GSM, Voice, data, prepaid and post paid

5. METHODOLOGY
1
• Capture voice of customers through
questionnaire design
2 • Analyze the acquired data
3
• Identify Areas of Improvement
4
• Recommendation to BSNL

6. IMPLEMENTATION
 No. of respondents : 150
 Offline survey.
 Customers’ interview.
 15 questions on major areas of concern.

7. Observation & Analysis

8. CUSTOMER’S AGE GROUP &
GENDER
 Most of the respondents belong to the age group 22-24yrs.
 Most of the respondents are male.
53%
47%
GENDER
MALE FEMALE
93%
7%
AGE
20-24 25+

9. CUSTOMER’S PREFFERED
OPERATOR
14%
37%
24%
7%
12%
5%
0%
5%
10%
15%
20%
25%
30%
35%
40%
Aircel Airtel vodafone Idea Bsnl Docomo

10. CAUSE OF CHOOSING THE
OPERATOR
62%
15%
11%
7% 4% 1%
0%
10%
20%
30%
40%
50%
60%
70%
Better network Cheaper Friends
recommended
Market share Retailer Other

11. CAUSES OF CUSTOMER
DISSATISFACTION
92
50 45
71
37 35
20 5
0
20
40
60
80
100
1
Cause of Customer Dissatisfaction
Low Signal Spam Calls
Spam Messages Data Speed much Lower than expected
Excessive Charging All of the above
No issues with Service Provider Others
 Call Drop & Repeat Call
 Lower Data speed
 Spam Call or Messages

12. ANALYSIS USING CHI SQUARE
TEST
 We conducted chi square test on our data to understand the
dependence of customer dissatisfaction with the gender.
Null Hypothesis :
H0 : Customer’s
dissatisfaction depends on
gender
Test of Hypothesis :
As both the variables are
categorical, we use Chi
Square Test
P values : 0.3252
As this value is less than
0.5, we hereby reject the
null hypothesis. The
alternative hypothesis
becomes true here.

13. MONTHLY SPENDING
 Most mobile subscribers spend Rs100-300 per month for data
package.
 Monthly expenses for customers varies with service provider
0
10
20
30
40
50
60
Airtel Vodafone BSNL Aircel
Subscribers Expense Pattern
100 and below 100-300 300-600 600 and above

14. STRENGTHS OF BSNL
People trust BSNL
Transparent billing
 Vast infrastructure
Government backing

15. RECOMMENDATION TO BSNL
 Improvement in the Customer care service
 Better Internet Connectivity
 Better Quality of Service

16. CONCLUSION
 We conducted survey to understand mobile customers.
 Gathered their responses and analyzed it.
 Various areas of concerns were identified.
 Concerned areas has been conveyed to BSNL for improvement
of their service quality.