Vodafone

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.
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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:
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• -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
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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
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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
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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
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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
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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
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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
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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
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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
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 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,
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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
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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
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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
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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
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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

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

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
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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.
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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

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
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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
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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
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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
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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

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)
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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

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

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

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

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

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

• "A" list - tops of the Diversified Category
1999
1998
Asian Business • Asia's Most Admired Companies
1997
Euro money • Best Asian Companies - Conglomerates
1996
Products and Services
• Voice
• Data
• Fixed and other services
• Devices
33

Technology
• How do mobiles work?
• Mobile evolution
• Network infrastructure
• Privacy Policy
• Terms & Conditions
• Mobile Version
PRODUCT PROFILE
BASIC SERVICES
 Clip
34

 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

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

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

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

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

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

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

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

“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

• 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

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

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

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

• 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

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

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

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

Analysis of data
Ques 1: Which connection you use in your mobile ?
53

Contents Customer Response
Postpaid connection 20%
Prepaid Connection 80%
Total 100%
Ques-2 Why did you choose Prepaid or postpaid ?
54

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

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
Friends 21%
Holdings 15%
TV Add 29%
News paper 28%
Customer care 9%
Other sources 1%
Total 100%

Ques 5: how many times do you visit Vodafone service centre ?
First time 80%
Weekly 4%
Monthly 6%
yearly 10%
Total 100%
Ques 6: What was your satisfaction level after visit of service
Centre ?
58

0
10
20
30
40
50
60
70
80
satisfied not satisfied highly satisfied
Series1
Satisfied 70%
Not satisfied 10%
Highly satisfied 20%
total 100%
Ques 7: Do you think Vodafone call rates are reasonable ?
59

0
10
20
30
40
50
60
70
yes no may be
Series1
yes 58%
no 22%
May be 20%
Total 100%
Ques8: Do you Vodafone network provides better communication service ?
60

0
10
20
30
40
50
60
70
80
yes no
Series1
yes 76%
no 24%
Total 100%
61

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
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

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
Put on hold 44%
Not responsive 12%
Were discourteous 24 %
Large queue time 30%
Total 100%

0
10
20
30
40
50
60
70
80
yes no
Series1
Ques12: Did Vodafone employees treat you poorly or rudely ?
64
yes 30%
no 70%
Total 100 %

yes 24%
no 76%
Total 100 %
Ques13: Did some other type of problem happen that we did not mention yet ?
65

0
10
20
30
40
50
60
70
yes no
Series1
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

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
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

0
10
20
30
40
50
60
70
80
5_10 10_15 15_20 20_25
Series1
5_10 6%
10_15 14%
15_20 56 %
20_25 24%
Total 100%
68

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

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

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

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

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

Bibliography
 www.Vodafone.com assessed on 30th
may 2013,4:15p.m
75

 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

Appendix
Questionnaire
Name
Age
Gender a) Male b) Female
77

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

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

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

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

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

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

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

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

b) Disagree
c) Neither agree nor disagree
d) Don’t Know
C. Large Dealer Network (Wide Accessibility)
a) Agree
b) Disagree
d) Don’t know
D. Professional Organization
a) Agree
b) 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

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