This document provides an overview of customer satisfaction measurement and surveys. It discusses definitions of customer satisfaction, key factors that determine accuracy in measurement like representative sampling, and common methodologies used like SERVQUAL, Kano model, and J.D. Power surveys. Improving customer satisfaction requires understanding customer expectations and feedback through surveys. The benefits of surveys are that they can quickly capture information at low cost, but responses may be influenced by biases.

1. INDEX
CHAPTER -1
 INTRODUCTION
 CUSTOMER SATISFACTION MEASUREMENT
 METHODLOGIES
 IMPROVINGCUSTOMER SATISFACTION
 CUSTOMER SATISFACTION SURVEYS
 BENEFITSAND CHALLENGES
CHAPTER -2
 RESEARCH METHODLOGY
 METHODS OF RESEARCH
 NEEDS OF THE STUDY
 OBJECTIVESOF THE STUDY
 LIMITATIONSOF THE STUDY
CHAPTER -3
 INDUSTRY PROFILE
 COMPANYPROFILE
 PRODUCT PROFILE
CHAPTER -4
 DATA ANALYSIS
INTERPRETATION
CHAPTER -5
 FINDINGS& SUGEESTIONS
 BIBLOGRAPHY
 QUESTIONNAIRE

2. INTODUCTION

3. Customer satisfaction is a term frequently used in marketing, it is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as “the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services exceeds
specified satisfaction goals. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy. Therefore, it is essential for businesses to
effectively manage customer satisfaction. To be able do this, firms need reliable and
representative measures of satisfaction. Businesses monitor customer satisfaction in
order to determine how to increase their customer base, customer loyalty, revenue, profits,
market share and survival. Although greater profit is the primary driver, exemplary
businesses focus on the customer and his/her experience with the organization. They work
to make their customers happy and see customer satisfaction as the key to survival and
profit. Customer satisfaction in turn hinges on the quality and effects of their experiences
and the goods or services they receive.
Customer Satisfaction
The definition of customer satisfaction has been widely debated as organizations
increasingly attempt to measure it. Customer satisfaction can be experienced in a variety of
situations and connected to both goods and services. It is a highly personal assessment that
is greatly affected by customer expectations. Satisfaction also is based on the customer’s
experience of both contact with the organization (the “moment of truth” as it is called in
business literature) and personal outcomes. Some researchers define a satisfied customer
within the private sector as “one who receives significant added value” to his/her bottom
line—a definition that may apply just as well to public services. Customer satisfaction
differs depending on the situation and the product or service. A customer may be satisfied
with a product or service, an experience, a purchase decision, a salesperson, store, service
provider, or an attribute or any of these. Some researchers completely avoid “satisfaction”
as a measurement objective because it is “too fuzzy an idea to serve as a meaningful
benchmark.”4 Instead, they focus on the customer’s entire experience with an organization
or service contact and the detailed assessment of that experience.

4. For example, reporting methods developed for health care patient surveys often ask
customers to rate their providers and experiences in response to detailed questions such
as, “How well did your physicians keep you informed?” These surveys provide “actionable”
data that reveal obvious steps for improvement. Customer satisfaction is a highly personal
assessment that is greatly influenced by individual expectations
Some definitions are based on the observation that customer satisfaction or
dissatisfaction results from either the confirmation or disconfirmation of individual
expectations regarding a service or product. To avoid difficulties stemming from the
kaleidoscope of customer expectations and differences, some experts urge companies to
“concentrate on a goal that’s more closely linked to customer equity.” Instead of asking
whether customers are satisfied, they encourage companies to determine how customers
hold them accountable Customer satisfaction, a business term, is a measure of how
products and services supplied by a company meet or surpass customer expectation. It is
seen as a key performance indicator within business
Customer satisfaction depends on the product’s performance relative to a buyer’s
expectation, the customer is dissatisfied. If preference matches expectations, the customer
is satisfied. If preference is exceeds expectation, the customer is highly satisfied or
delighted outstanding marketing insurance companies go out of their way to keep their
customer satisfied. Satisfied customers make repeat purchases insurance products and tell
other about their good experiences with the product. The key is to match customer
expectations with company performance. Smart insurance company’s aim to delight
customers by promising only what they can deliver, then delivering more than the
promise. Consumers usually face a broad array of products and services that might satisfy
a given need. How do they choose among these many marketing makers offers?
Consumers make choices based on their perception of the value and satisfaction that
various products and services deliver.

5. Customer value is the difference between the values the customer gains from owning
and using a product and the costs of obtaining the products customers from expectations
about the value of various marketing offers and buy accordingly. How do buyers from their
expectations? Customer expectations are based on past buying experiences, the opinion of
friends and marketer and competitor information and promises.
Customer satisfaction with a purchase depends on how well the product’s performance
lives up to the customers’ expectations. Customer satisfaction is a key influence on future
buying behaviour. Satisfied customers buy again and tell others about their good
experiences dies-satisfied customer’s of ten switches to competitors and disparage the
products to others. An insurance provider open only to active duty, retired and separated
military members and their immediate families and therefore not included in the rankings,
achieved a satisfaction ranking equal to that any insurance company.
In general, customer satisfaction with auto insurance providers decreased
significantly, with 20 of the 21 companies surveyed decreasing in satisfaction from the
previous year. Insurance is the only carrier that did not experience a decline in
satisfaction. Though consumers report their insurance carriers are resolving their claims
and problems faster. Businesses survive because they have customers who are willing to
buy their products or services. However, many businesses fails to “check in” with their
customers to determine whether they are happy or not and what it will make to make or
keep them happy.
According to U.S consumers’ affairs department, it costs five times more to gain a
new customer than to retain an existing one. Other studies have repeated that with just a
five percent increase in Customer retention’s a firm can raise its profitability customers
spend salary at first, but with succeeding years of good experience, they will spend
increasingly more.

6. Depending on the industry and the nature of the bad experience, dissatisfied
customers will complain to 10 to 20 friends and acquaintances, which is three times more
than those with good experiences are. Hence, the negative information is influential, and
consumers generally place significant weight on it when making a decision. If that is not the
reason enough, fierce competitor is needed more and more to differentiate firms from one
another. With technology available to virtually every one today, the traditional features and
cost advantages are no longer relevant. Still product and service quality provides an
enormous opportunity to distinguish a firm from the rest. The Japanese have recognized
this and have though us to expect quality. Today’s consumers do, and they know more
about products and services than they ever did.
Customers are the best source of information. Whether to improve an existing
product or service or whether firms are planning to launch something new. There is no
substitution for “getting it from horse’s mouth” When you talk to your customer directly, to
increase your odds for achieving success you “mistake-proof” your decisions and work on
what really matters. When you routinely ask the customers for feedback and involve them
in business they, in turn, become committed to the success of your business.
Customer Satisfaction Measurement: -
A basic and effective base line customer satisfaction survey program should focus
on measuring customer perceptions of how will the company delivers on the critical
success factors and dimensions of the business as defined by the customers:
For example:
 Service Promptness
 Courtesy of Staff
 Responsiveness
 Understanding the customer problem, etc.
The findings of the company performance should be analyzed both with all customers and
by key segments of the customer population. The essential starting point for Customer

7. Satisfaction Measurement (CMS) is exploratory research. Since satisfaction is about an
organization’s ability. To meet customer requirement one has to start by clarifying with
customers exactly what those requirements are. This is done through exploratory research
using focus groups or one to one depth interviews.
Two main factors determine the accuracy of CMS. The first is the asking the right
question and the second is the asking them to the right people sample of customers which
accurately reflects the customer base.
Three things decide the accuracy of a sample. They are:
 It must be representative.
 It must be randomly selected.
 It must be adequate enough.
Measuring customer satisfaction
Organizations need to retain existing customers while targeting non-customers.
Measuring customer satisfaction provides an indication of how successful the organization
is at providing products and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables
which correlate with satisfaction behaviors such as return and recommend rate. The level
of satisfaction can also vary depending on other factors the customer, such as other
products against which the customer can compare the organization's products.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988
delivered SERVQUAL which provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the researcher
with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended

8. the disconfirmation theory by combining the "gap" described by Parasuraman, Zenithal and
Berry as two different measures (perception and expectation) into a single measurement of
performance relative to expectation.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Linker Technique or scale. The customer is asked to evaluate each statement in
terms of their perception and expectation of performance of the service being measured.
Methodologies
American Customer Satisfaction Index (ACSI) is a scientific standard of customer
satisfaction. Academic research has shown that the national ACSI score is a strong
predictor of Gross Domestic Product (GDP) growth, and an even stronger predictor of
Personal Consumption Expenditure (PCE) growth. On the microeconomic level, research
has shown that ACSI data predicts stock market performance, both for market indices and
for individually traded companies. Increasing ACSI scores has been shown to predict
loyalty, word-of-mouth recommendations, and purchase behaviour. The ACSI measures
customer satisfaction annually for more than 200 companies in 43 industries and 10
economic sectors.
In addition to quarterly reports, the ACSI methodology can be applied to private
sector companies and government agencies in order to improve loyalty and purchase
intent. Two companies have been licensed to apply the methodology of the ACSI for both
the private and public sector: CFI Group, Inc. applies the methodology of the ACSI offline,
and Foresee Results applies the ACSI to websites and other online initiatives. ASCI scores
have also been calculated by independent researchers, for example, for the mobile phones
sector, higher education, and electronic mail.
The Kano model is a theory of product development and customer satisfaction
developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into
five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano
model offers some insight into the product attributes which are perceived to be important
to customers. Kano also produced a methodology for mapping consumer responses to

9. questionnaires onto his model. SERVQUAL or RATER is a service-quality framework that
has been incorporated into customer-satisfaction surveys (e.g., the revised Norwegian
Customer Satisfaction Barometer) to indicate the gap between customer expectations and
experience.
J.D. Power and Associates provides another measure of customer satisfaction, known
for its top-box approach and automotive industry rankings. J.D. Power and Associates'
marketing research consists primarily of consumer surveys and is publicly known for the
value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well.
These include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the
Stages of Excellence framework and which helps define a company’s status against eight
critically identified dimensions. For Business to Business (B2B) surveys there is the Info
Quest box. This has been used internationally since 1989 on more than 110,000 surveys
(Nov '09) with an average response rate of 72.74%. The box is targeted at "the most
important" customers and avoids the need for a blanket survey.
Improving Customer Satisfaction
Published standards exist to help organizations develop their current levels of
customer satisfaction. The International Customer Service Institute (TICSI) has released
The International Customer Service Standard (TICSS). TICSS enables organizations to focus
their attention on delivering excellence in the management of customer service, whilst at
the same time providing recognition of success through a 3rd Party registration scheme.
TICSS focuses an organization’s attention on delivering increased customer satisfaction by
helping the organization through a Service Quality Model. TICSS Service Quality Model uses
the 5 P's - Policy, Processes People, Premises, Product/Services, as well as performance
measurement. The implementation of a customer service standard should lead to higher
levels of customer satisfaction, which in turn influences customer retention and customer
loyalty.

10. Customer Satisfaction Surveys:
Surveys and questionnaires are the most common marketing research methods. Typically,
they are used to:
 Assess the level of customer satisfaction with a particular product, service or
experience
 Identify factors that contribute to customer satisfaction and dissatisfaction;
 Determine the current status or situation of a product or service;
 Compare and rank providers;
 Estimate the distribution of characteristics in a potential customer population; or
 Help establish customer service standards.
Benefits and Challenges:
Surveys allow an organization to quickly capture vital information with relatively little
expense and effort. A primary advantage of this method is its directness: “the purpose is
clear and the responses straightforward.” Additionally, the information gathered by
surveys can easily be analyzed and used to identify trends over time. The public views
consumer product polls and pollsters in a generally positive manner compared to political
and other polls. One study found that at least sixty percent of the public feels that market
research about products and services has a positive impact on society. Seventy percent
consider the people who conduct such surveys to have positive impacts on society.
A major disadvantage of customer surveys is that the responses may be influenced
by the measurement itself through various forms of bias. For example, most surveys are
voluntary, and some researchers have found differences between survey respondents and

11. non-respondents. People who respond to surveys answer questions differently than those
who do not respond, and late responders answer differently than early responders.
COMPANY PROFILE

12. Bharti Airtel Limited is a leading global telecommunications company that
ranks amongst the top 4 mobile service providers globally, in terms of subscribers. The
revenue from operations is INR 4,53,509* Mn and its net profit is INR 50,963* Mn. It
employs over 15,563 people full time. In India, the Company offers products and services
both for the end consumer as well as for businesses. The consumer business offers 2G, 3G
and 4G wireless services, mobile commerce, fixed line services, high speed DSL broadband,
IPTV and Digital TV. The enterprise services include national & international long distance
services to large enterprises, carriers and tower infrastructure services. In the rest of the
geographies (i.e. Africa), it offers 2G and 3G wireless services and mobile commerce.
Headquartered in New Delhi, India, the company has operations in 20 countries across
Asia and Africa. Our network coverage extends to over 4,65,482 towns and villages in India.
Our products are available at over 1.4 million retailers, and by end March 2013, we had
over 271 million subscribers across operations in two continents. It is our vision that by
2015, Airtel will be the most loved brand, enriching the lives of millions across the world.
Our corporate vision describes what we aim to do. Our values of AIR - “Alive, Inclusive and
Respectful” - describe how
we intend to get there.
Alive
We are alive to the needs of our customers. We act with passion, energy
and a 'can do' attitude to help our customers realise their dreams.
Inclusive
Airtel is for everyone — we champion diversity, recognizing the breadth
and depth of the communities we service. We work with them, anticipating, adapting and
delivering solutions that enrich their lives.
Respectful
We live the same lives as customers, sharing the same joys and the same
pains. We never forget that they are why we exist. We act with humility, honesty and
mutual respect.

13. Sunil Bharti Mittal founded the Bharti Group. In 1983, Mittal was in an
agreement with Germany's Siemens to manufacture push-button telephone models for the
Indian market. In 1986, Mittal incorporated Bharti Telecom Limited (BTL), and his
company became the first in India to offer push-button telephones, establishing the basis of
Bharti Enterprises. By the early 1990s, Sunil Mittal had also launched the country's first fax
machines and its first cordless telephones. In 1992, Mittal won a bid to build a cellular
phone network in Delhi. In 1995, Mittal incorporated the cellular operations as Bharti Tele-
Ventures and launched service in Delhi. In 1996, cellular service was extended to Himachal
Pradesh. In 1999, Bharti Enterprises acquired control of JT Holdings, and extended cellular
operations to Karnataka and Andhra Pradesh. In 2000, Bharti acquired control of Skycell
Communications, in Chennai. In 2001, the company acquired control of Spice Cell in
Calcutta. Bharti Enterprises went public in 2002, and the company was listed on Bombay
Stock Exchange and National Stock Exchange of India. In 2003, the cellular phone
operations were rebranded under the single Airtel brand. In 2004, Bharti acquired control
of Hexacom and entered Rajasthan. In 2005, Bharti extended its network to Andaman and
Nicobar. This expansion allowed it to offer voice services all across India. In 2009, Airtel
launched its first international mobile network in Sri Lanka. In 2010, Airtel acquired the
African operations of the Kuwait-based Zain Telecom. In March 2012, Airtel launched a
mobile operation in Rwanda.

14. Airtel launched "Hello Tunes", a Caller ring back tone service (CRBT), in
July 2004 becoming to the first operator in India to do so. The Airtel theme song, composed
by A.R. Rahman, was the most popular tune on that year.
During the 2009–10 financial year, Bharti negotiated for its strategic
partner Alcatel-Lucent to manage the network infrastructure for the tele-media business.
On 31 May 2012, Bharti Airtel awarded the three-year contract to Alcatel-Lucent for setting
up an Internet Protocolaccess network (mobile backhaul) across the country. This would
help consumers access internet at faster speed and high quality internet browsing on
mobile handsets.
In May 2013, Bharti Infotel paid Rs 50,000 as compensation to a customer
"for unfair trade practices". The customer alleged that the company continued to
aggressively demand payment despite customer requests for disconnection of service.
Mobile Services
Airtel operates in all telecom circles of India. Airtel is the largest operator
in rural India, with 83.82 million subscribers as of April 2013. Airtel was the 6th most
valued brand according to an annual survey conducted by Brand Finance and The
Economic Times in 2010.
3G
On 18 May 2010, the 3G spectrum auction was completed and Airtel paid
the Indian government 122.95 billion (US$1.9 billion) for spectrum in 13 circles, the most

15. amount spent by an operator in that auction. Airtel won 3G licences in 13 telecom circles of
India: Delhi, Mumbai, Andhra Pradesh, Karnataka, Tamil Nadu, Uttar Pradesh (West),
Rajasthan,West Bengal, Himachal Pradesh, Bihar, Assam, North East, and Jammu &
Kashmir. Airtel also operates 3G services in Maharastra & Goa and Kolkata circles through
an agreement with Vodafone and in Gujarat through an agreement with Idea. This gives
Airtel a 3G presence in 15 out of 22 circles in India. Airtel is fined by DoT 3.50 billion for
not stopping offering 3G Services through Roaming Pacts outside its Licensed Zones in
Seven Circles.
On 20 September 2010, Bharti Airtel said that it had given contracts
to Ericsson India, Nokia Siemens Networks (NSN) and Huawei Technologies to set up
infrastructure for providing 3G services in the country. These vendors would plan, design,
deploy and maintain 3G–HSPA (third-generation, high-speed packet access) networks in 13
telecom circles where the company had won 3G licences. While Airtel awarded network
contracts for seven 3G circles to Ericsson India, NSN would manage networks in three
circles. Chinese telecom equipment vendor Huawei Technologies was introduced as the
third partner for three circles.
Airtel launched 3G services in Bangalore on 24 January 2011. On 27
January 2011, Airtel launched 3G in Chennai and Coimbatore in Tamil Nadu. On 27 July
2011, 3G services were launched in Kerala's 3 largest cities –
Kochi, Kozhikode and Thiruvananthapuram.

16. Airtel 3G services are available in 200 cities through its network and in 500
cities through intra-circle roaming arrangements with other operators. Airtel had about 5.4
million 3G customers of which 4 million are 3G data customers as of September 2012.
4G
On 19 May 2010, the broadband wireless access (BWA) or 4G spectrum
auction in India ended. Airtel paid 33.1436 billion (US$520 million) for spectrum in 4
circles:Maharashtra and Goa, Karnataka, Punjab and Kolkata. The company was allocated
20 MHz of BWA spectrum in 2.3 GHz frequency band. Airtel's TD-LTE network is built and
operated by ZTE in Kolkata and Punjab, Huawei in Karnataka, and Nokia Siemens
Networks in Maharashtra and Goa. On 10 April 2012, Airtel launched 4G services through
dongles and modems using TD-LTE technology in Kolkata, becoming the first company in
India to offer 4G services. The Kolkata launch was followed by launches in Bangalore(7 May
2012), Pune (18 October 2012), and Chandigarh, Mohali and Panchkula(Tricity)(Airtel
broadband authorized Distributor in chandigarh) (25 March 2013). Airtel obtained 4G
licences and spectrum in the telecom circles of Delhi, Haryana, Kerala and Mumbai after
acquiring Wireless Business Services Private Limited, a joint venture founded by
Qualcomm, which had won BWA spectrum in those circles in the 4G spectrum auction.
Airtel launched 4G services on mobile from February 2014. The first city to get the service
was Bangalore. Airtel had 100,000 4G subscribers as of January 2014.
WiFi

17. Airtel has plans to launch WiFi services, initially in Delhi NCR, Mumbai and
Bangalore. Users can use the service by finding a hotspot and selecting the 'airtel WiFi
Zone'.
Airtel Money
Airtel has started a new mCommerce platform called Airtel Money in
collaboration with Infosys and SmartTrust (now Giesecke & Devrient). The platform was
launched on 5 April 2012, at Infosys' headquarters in Bangalore. Using Airtel Money, users
can transfer money, pay bills and perform other financial transactions directly on the
mobile phone. It has an all-India presence. Certain charges are levied per Airtel Money
transaction.
SmartDrive
SmartDrive is navigation app exclusive to Airtel customers. The app
features voice-based turn by turn navigation, traffic updates, and approximate travel time
based on current conditions. The app was launched on 12 September 2012. At the time of
launch, it was available only in Bangalore, Mumbai and NCR. Services are currently
available in Chennai.Service will be expanded to Pune and Hyderabad by December 2012.
iPhone
The iPhone 3G was rolled out in India in 2008 by Airtel. However, high
prices and contract bonds discouraged consumers and it was not as successful as

18. the iPhone is in other markets of the world. Airtel introduced the iPhone 4 on 27 May 2011
and the iPhone 5 on 2 November 2012.
1995 2G
Launch of Delhi Mobile Network
• Mobile Voice Services
• Basic Data Transmission -
SMS/MMS/e-mail
• Increased privacy - digitally
encrypted messages
2011 3G
Third Generation of Wireless
Technology
• Internet Speed up to 20 mpbs
• Video Conferencing / Video
Calling
2014 4G
Fourth Generation of Wireless
Technology
• Heterogeneous Network
• Self optimizing & Context Aware
• High Speed Internet up to 100
mpbs
• High Quality Multimedia Video
Streaming
ReducingdigitaldividebycollapsingthetechnologybetweenIndia&
RestoftheWorld

19. Airtel Easy recharge
• High Definition Gaming
Denominatio
n(Range)
TalkTime Range Value
(Rs)
Proce
ssing
Fee
(Rs)
Ser
vice
tax
(Rs)
Valid
ity
(day
s)
5 All India calls at 1p/sec 4.45 0.55 5
days
discou
nted
tariff
rechar
ge
6 65 local / national sms 5.34 0.66 1
Day
SMS
rechar
ge
7 National Roaming
incoming Free,Outgoing
@1.6p/sec
6.23 0.77 1 day discou
nted
tariff
rechar
ge

20. 8 35 MB 2G data 7.12 0.88 1 day 2G
intern
et
rechar
ge
9 Local Mob calls@30p/min 8.01 0.99 3
days
discou
nted
tariff
rechar
ge
10 7.9 1 1.1 unlim
ited
top up
rechar
ge
11 STD @25ps for 25min
post @35ps
9.79 1.21 4
days
discou
nted
tariff
rechar
ge
12 40 Local A2A 10.68 1.32 2
days
discou
nted
tariff
rechar
ge
15 170 Local/ national SMS 13.35 1.65 5
days
SMS
rechar
ge
16 All India Local & STD
Mobiles @1.1p/s
14.24 1.76 28
days
discou
nted
tariff
rechar
ge
17 Gulf 12p.Yem,Qatar
17p.Rates ps/sec
15.13 1.87 28
days
discou
nted
tariff
rechar
ge
18 80 MB Data valid for 3
Days [GPRS]
16.02 1.98 3
days
2G
intern
et
rechar
ge
19 100 local and National 7.91 2.09 30 top up

21. SMS/day @ 10 Paisa+ Rs
9 TT
days rechar
ge
20 15.8 2 2.2 unlim
ited
top up
rechar
ge
21 230 Local/National SMS 18.69 2.31 7
days
SMS
rechar
ge
22 STD Calls @ Rs 1/3miin 19.58 2.42 28
days
discou
nted
tariff
rechar
ge
23 Kuwait(00965)@8p/sec,
Bangladesh(00880)@7p/
sec,
Oman(00968)@14p/sec,
Qatar(00974)@14p/sec,
Malaysia(0060)@6p/sec,
UAE(00971),Saudi
Arabia(00966),Bahrain(0
0973)@10p/sec.
click here
20.47 2.53 28
days
discou
nted
tariff
rechar
ge
24 60 MB 3G Data 21.36 2.64 3
days
3G
intern
et
rechar
ge
25 120 MB 6.96 7.04 4
Days
2G
intern
et
rechar
ge
26 26 Talktime+ STD
SMS@50p/SMS valid 3
days
23.14 2.86 3
Days
others
27 National Roaming
incoming Free,Outgoing
@1.2p/sec
24.03 2.97 28
days
discou
nted
tariff
rechar
ge
28 Local airtel mob @15p/m 24.92 3.08 7 discou

22. and other Local mobile
@30p/min
days nted
tariff
rechar
ge
29 450 SMS Local/National
Airtel to Airtel
25.81 3.19 20
Days
SMS
rechar
ge
30 23.7 3 3.3 unlim
ited
top up
rechar
ge
32 All STD @35p/min 28.48 3.52 28
Days
discou
nted
tariff
rechar
ge
33 150MB Facebook Free +
5 MB data
29.37 3.63 15
days
2G
intern
et
rechar
ge
34 375 local A2A night mins
(11pm-6am)
30.26 3.74 15
Days
discou
nted
tariff
rechar
ge
35 Local mobile
calls@35p/m
31.15 3.85 28
days
discou
nted
tariff
rechar
ge
35 30ps/min for all local
mobile calls
31.15 3.85 28
days
discou
nted
tariff
rechar
ge
36 160MB 2G+60 Night local
airtel mins
32.04 3.96 4
days
2G
intern
et
rechar
ge
37 Local mobile
calls@0.7p/s
32.93 4.07 28
days
discou
nted

23. tariff
rechar
ge
39 Local A2A 0.5ps/S,A2M
0.7/s,First 2 m@1.5p/s
34.71 4.29 28
days
discou
nted
tariff
rechar
ge
44 490 Local/National SMS 39.16 4.84 20
days
SMS
rechar
ge
45 225 MB 40.05 4.95 6
Days
2G
intern
et
rechar
ge
46 Loc A2A
25p/m,A2M@35p/m,
First 2 min@1.5p/s
40.94 5.06 28
days
discou
nted
tariff
rechar
ge
47 STD calls at 25P/Min (
first 180 mins), 35P/Min
(post 180 Mins)
41.83 5.17 28
days
discou
nted
tariff
rechar
ge
48 125 MB 3G data 42.72 5.28 7
days
3G
intern
et
rechar
ge
49 25p/m Loc A2A 43.61 5.39 28
days
discou
nted
tariff
rechar
ge
50 41.5 3 5.5 unlim
ited
top up
rechar
ge
54 600 Local/National SMS 48.06 5.94 28
days
SMS
rechar
ge

24. 55 Loc+STD mobiles
@35p/min
48.95 6.05 28
days
discou
nted
tariff
rechar
ge
58 US ,Canada calls @
1p/sec,
click here
51.62 6.38 28
days
discou
nted
tariff
rechar
ge
63 Local A2A 0.5ps/s,Local
A2M 0.7/s
56.07 6.93 28
days
discou
nted
tariff
rechar
ge
64 50 Talktime ( Unlimited
Validity ) 70 MB 2G Data,
6.96 7.04 3
Days
others
65 Local A2A 25p/m, Loc
A2M @ 35p/m
57.85 7.15 28
days
discou
nted
tariff
rechar
ge
68 300 MB 2G+ 100 Night
Local airtel Mins
60.52 7.48 10
days
2G
intern
et
rechar
ge
69 15p/m Local A2A 61.41 7.59 28
Days
others
70 Upto Rs 90 talktime, Min
talktime Rs 60
3.00 7.70 Unlim
ited
top up
rechar
ge
71 10 ISD mins to Nepal 63.19 7.81 10da
ys
others
75 75 Talktime+ STD
SMS@50p/SMS valid 10
days
- - 10
Days
others
76 375 MB 67.64 8.36 11
Days
2G
intern
et
rechar
ge

25. 78 National Roaming
incoming Free,Outgoing
@1.6p/sec
69.42 8.58 30
days
discou
nted
tariff
rechar
ge
86 Rs 50 Talktime
(Unlimited Validity)
150MB 2G Data
6.96 7.04 10
days
others
89 15p/m Loc A2A 79.21 9.79 28
Days
discou
nted
tariff
rechar
ge
90 78.1TT 3 9.9 Unlim
ited
top up
rechar
ge
92 All STD calls @ 35ps/Min 81.88 10.1
2
90
days
discou
nted
tariff
rechar
ge
95 30 ISD Mins 84.55 10.4
5
15
days
discou
nted
tariff
rechar
ge
98 450 MB 2G+100
Local/national Airtel sms
87.22 10.7
8
14
days
2G
intern
et
rechar
ge
102 875 Secs to Gulf+12p/s 2
Gulf post 875 Secs
click here
90.78 11.2
2
30
Days
discou
nted
tariff
rechar
ge
104 250 MB 3G Data 92.56 11.4
4
14
days
3G
intern
et
rechar
ge
110 100 NA NA NA top up

26. rechar
ge
111 200 Loc & STD Mins 98.79 12.2
1
15
days
discou
nted
tariff
rechar
ge
115 50TT - Unlimited Validity
+ Local airtel calls @
20P/min, Other Local
calls at 30P/min
102.35 12.6
5
30
day
others
126 625 MB 2G 112.14 13.8
6
25
Days
2G
intern
et
rechar
ge
135 240 local and National
minutes
120.15 14.8
5
30
days
top up
rechar
ge
148 450 Local A2A mins 131.72 16.2
8
28
days
discou
nted
tariff
rechar
ge
149 750 MB 132.61 16.3
9
21
Days
2G
intern
et
rechar
ge
150 150 talktime 3 16.5 Unlim
ited
top up
rechar
ge
175 1 GB 155.75 19.2
5
28
Days
2G
intern
et
rechar
ge
186 186 TT, Unlimited
Validity + Kuwait @
6P/Sec, UAE, Saudi,
Bahrain @ 10P/Sec, Local
& STD mobile @
165.54 20.4
6
14da
ys
others

27. 1.5P/Sec, LL@ 2P/Sec
197 600 MB 3G Data 175.33 21.6
7
25
days
3G
intern
et
rechar
ge
199 1400 Local Airtel Mins 177.11 21.8
9
15
days
others
200 Rs 200 talktime - Jackpot
Recharge
0 0 Unlim
ited
top up
rechar
ge
201 1.25 GB Unlimited 178.89 22.1
1
28
days
2G
intern
et
rechar
ge
202 510 local mins 179.78 22.2
2
30
days
others
205 15p/m Loc A2A 182.45 22.5
5
84
days
discou
nted
tariff
rechar
ge
219 Rs 219 talktime(main
a/c) + Local calls
@40p/min
NA NA 30
days
others
220 210 TT 0 - Unlim
ited
top up
rechar
ge
248 1 GB 3G Data 220.72 27.2
8
28
days
3G
intern
et
rechar
ge
249 Unlimited 2G data (High
speed upto 3GB)
221.61 27.3
9
28
days
2G
intern
et
rechar
ge
265 1GB 3G internet + 75MB
Facebook
235.85 29.1
5
28
days
3G
intern
et

28. rechar
ge
299 Unlimited local airtel calls
(upto 3000 mins)
266.11 32.8
9
30
days
others
300 310 talktime - - NA top up
rechar
ge
306 Talktime of Rs 306 with
Roaming Incoming Free
and Outgoing Call
(Local+STD) @1.6p/sec
0 33.6
6
28
Days
roami
ng
348 1.4 GB 3G Data 309.72 38.2
8
28
days
3G
intern
et
rechar
ge
349 Unlimited 2G data (High
speed upto 5GB)
310.61 38.3
9
28
days
2G
intern
et
rechar
ge
498 2 GB 3G Data 443.22 54.7
8
28
days
3G
intern
et
rechar
ge
500 520 talkime - - NA top up
rechar
ge
599 Unlimited 2G data (High
speed upto 10GB)
533.11 65.8
9
28
days
2G
intern
et
rechar
ge
655 2.5 GB 3G Data 582.95 72.0
5
30
days
3G
intern
et
rechar
ge
786 786 Talktime + All Local
& STD calls @ 0.786 /2
min
699.54 86.4
6
30
days
others

29. for RC 28 - TalkTime of Rs 10 is available.
Disclaimer - All daily / per day recharge packs will be valid till 12:00
midnight.
2G: post free usage charges applicable are 10p/10kb
3G: post free usage charges applicable are 4p/10kb
Airtel Voucher Rates
SC(Rs
)
Calling Value
(Rs)
Processin
g
Fee (Rs)
Servic
e tax
(Rs)
Validity
(days)
Grace
Period(days
)
Approximat
e Minutes
Of Usage
10 7.90 1 1.10 UNLIMITE
D
- -
20 15.80 2 2.20 unlimited NA NA
23 (ps/sec) UAE
Saudi
Bahrain10
Kuwait 6
20.47 2.53 30 days NA NA
25 50 All India
mins
22.25 2.75 3 days NA NA
25 150 MB
(GPRS),1p/10k
b post 1GB till
90 Days
22.25 2.75 5 Days NA NA
990 990 Talktime 0 - Unlim
ited
top up
rechar
ge
2000 2000 talktime 0 - Unlim
ited
top up
rechar
ge
3000 3000 Talktime 0 - Unlim
ited
top up
rechar
ge

30. 26 26 TT + STD
SMS @
50ps/SMS
23.14 2.86 3 days NA NA
30 23.70 TT 3 3.30 UNLIMITE
D
NA NA
32 30p/min STD 28.48 3.52 30 days NA NA
45 300 MB 2G
data
40.05 4.95 10 Days NA NA
45 100 All India
mins
40.05 4.95 5 days NA NA
45 12p/sec to
Gulf
40.05 4.95 90 days NA NA
50 41.50 TT 3 5.50 unlimited NA NA
70 upto Rs 100 ,
min talktime:
Rs 60
- -- - - -
96 Mobile office
(Paper Pack).
NA NA 30 days NA NA
100 86 TT 3 11 unlimited NA NA
110 110 3 - Unlimited - -
150 150 0 - - - -
200 210 NA NA NA NA NA
PostpaidServices
Service Name Type of Services Description How to Access Postpaid Charges

31. 5 in 1 SPORTS
PACK
Optional Stay connected
with the NDTV 5 in
1 Sports Pack for
the latest action on
Football, Cricket,
Tennis, Hockey
and Motorsports.
Dial 53515 or sms
SUB SPO to
566670
Rs 3/ day
543217 - For Ring
Tones and
Music; To listen
to songs and
download
ringtones
On Usage Airtel offers you the
largest collection of
Hindi, English &
Regional songs
that you can listen,
download and send
as message to a
friend.
Just dial short
code 543217
Rs. 2/min
Airtel Call
Manager
Optional With this service
one can keep their
loved ones
informed when
user is in meeting,
driving, roaming or
busy for particular
duration and can
not take calls.
An SMS will alert
user of those trying
to reach and can
decide when to call
back.
Activation Modes
(1) SMS CM to
52323. (2) Dial
*323#.
(3) Call 52323.
(4) Visit
cm.airtel.in
Or download the
App by sending
CM to 52323.
User will also get
SMS alerts for all
calls on mobile
when anyone tries
calling.
Rs 30/month
Airtel Live SIM
Services
On Usage airtel offers a range
of services right on
your SIM Card.
Access loads of fun
content and
exciting services
like cricket, stocks
Star Peep at the
touch of a few
buttons
To download new
services, choose
Whats new option
on your SIM under
airtel services
menu.
Rs 3/- per
message
Airtel Radio Optional Now listen over 1.5
lacs of songs in
different categories
n languages
anytime anywhere.
Airtel Radio
presents 300
minutes of free
music in just
Rs30/month
Just Dial 543213
or *321*13# from
your Airtel mobile
and subscribe to
Airtel Radio now
Rs.30 with 300
mins free music,
with 30 day validity

32. Blackout Days -
SMS
On Usage On Black Out days,
all P2P SMS will be
charged at
Standard SMS
Rates. Discounted
SMS tariffs will not
be applicable.
Blackout Days
2014: 1. New
Years (31st
December 2014)
Blackout Days
2015: 1. New
Years(1st Jan
2015) 2. Holi 3.
Choti Diwali 4.
Diwali 5. New
Years (31st
December 2015)
On Usage Re1/Local SMS,
Rs1.5/National
SMS &
Rs5/International
SMS
Call Conference
Charges
Optional This service allows
you to talk to 5
people at the same
time making it ideal
for organising
events or
discussing
business.
NA Rs30/month
Conversion from
Post-Paid to
Prepaid
Optional Convert your Post-
Paid subscription to
Prepaid with ease.
Give in your
request at the
nearest ARC.
No charges
(Outstanding
should be clear)
Conversion from
Prepaid to
Postpaid
Optional Convert your
Prepaid to Post-
Paid subscription
with ease.
Give in your
request at the
nearest ARC.
NA
Cricket Pack Optional Subscription based
Product where
users can listen to
commentary & get
cricket score
updates on their
mobile
Call 543212601
Toll Free
Rs 5/Match Day
Duplicate Bill On Usage Request for a
duplicate bill at 121
or register for e-bill
and view your
detailed statement
online, with the
facility to segregate
calculate your
personal usage.
Call 121 and give
in your request
Rs. 50
Easy Music Optional Simply walk into
your nearest Airtel
retailer and pick
your favorite Hello
Tunes or choose a
NA Subscription Rs.
36/month & Rs.
15/Hello Tunes
Song. Rs. 10/-
Mono Ringtone.

33. Melodious Ring
tone of your
favorite song. It is
as simple as
recharging your
phone with
talktime.
English Guru On Usage Learn spoken
English anytime
and anywhere at
your convenience.
A unique situation
based approach
specially
customised to
Indian context.
Just dial 55066 to
access the
service. Choose
any situation and
subscribe to the
service.
Subscription Rs 30
for 30 Days.
Fax and Data
service
Optional Take your office
wherever with airtel
Fax and data
service. You can
send and receive
data/fax documents
through your
mobile, access the
internet, email
accounts and
corporate
databases on the
move.
Contact nearest
ARC or dial
customer care 121
for more
information and
plan activation.
Rs. 249 per month
& airtime charges
as per bill plan.
Friends & family
pack
Optional 3000 mins of
calling free on one
Airtel number. After
the free mins, tariff
applicable as per
Bill Plan. Facility
available on My
Plan Only
Call 121 Rs 149/ month
Friendz Chat Optional Now get a new life
and make new
friends with AIrtel
Friendz Chat.The
product aims at
helping individuals
to make new
friends amongst all
the Airtel users
across India that
too without
disclosing their
mobile
number/identity.
To subscribe-
SMS SUB to
543216 (TOLL
FREE) OR Call
543216(Rs 3/min)
OR Dial *321*6#
Rs30/20 days, Call
Charges Rs 3/min
GPRS zero rental
plan(2G)
Optional Stay connected to
the internet and
access your e-mail
anywhere anytime
Access the
internet anytime,
anywhere.Dial
*567# for
Zero Rental , 10
p/10KB download
charges.

34. on your phone or
on your laptop with
your mobile as a
modem.
activation.(Toll
Free)
Hello Tunes Optional Welcome your
callers with your
favorite song when
they call you. You
can play different
Hello Tunes for
different callers, set
special hello tunes
for your friends,
spouse and
business
associates.
Just dial 543211 to
choose the song
of your choice
543211 calling
charges Rs.3/min,
Subscription
Rs.36/month,
Rs.15/Hello Tune
ISD Facility
activation
Optional For a post paid
customer in order
to activate ISD
facility on his
phone he needs to
call up the call
center for the
service.This
service wiil be
activated free of
cost if the customer
meets the
applicable
requirements.
To activate the the
service the
customer needs to
call customer care
or visit the nearest
ARC.
NA
Itemised Bill On Usage Itemised bill is a
detailed statement
of your account,
which helps you
keep track of all
your calls, SMS
and other services.
Call 121 and give
in your request
Rs. 50
Live Aarti Optional Provides user an
option to listen to
live feeds of
gurbani, prayers
from prominent
holy shrines on
their mobile. This
service gives users
an experience of
virtual presence at
the temple/place of
worship premises
and feel him/her
connected to actual
prayers activities
happening at the
temple at the that
point in time when
Dial 55200- IVR &
USSD-*321*284#
Rs 30/15days

35. the devotee has
called up the
service.
Live Pandit Ji Optional Now get answwers
for your health,
profession,
matrimonial and
career related
doubts. Speak live
to our experienced
team of
Astrologists and
get instant
answers.
Dail 5432146 from
your Airtel Mobile
Rs. 9/min
Love Ki
Dispensary
Optional Love ki dispensary
is an in-dial portal
which offers
answers to all your
love related
queries. All you
have to do is to call
Love ki dispensary
and leave your
query. Experts will
evaluate your
query and provide
you with the best
elucidation
Dial
54321799(tollfree)
Subscription:
Rs10/10 days ( 30
minutes of
browsing
everyday)
MMS On Usage airtel MMS [Multi-
media Messaging
Service] turns your
messages into a
visual experience
MMS activation -
Call customer care
at 121. For MMS
Settings – send
MMS to
543210(Toll Free)
Rs.5/MMS.
Mediphone - call
a doctor
Optional Talk to doctor and
get consultation for
health related
issues 24*7
anywhere anytime
Dial 54445 Rs 35 per
consultation (IVR
toll free)
Missed Call Alert Optional Get updates of all
calls you miss if
your phone is
switched off or you
are unreachable.
Next time someone
tries to call you
while you away you
will receive a SMS
notification as soon
as you are back in
the coverage area,
or when you switch
on your phone.
To Activate MCA:
1) Dial *321*881#
2) Call 54888 (Toll
Free)
3) Sms START
MCA and send it
to 54321 (Toll
Free)
Charges: Rs30 for
30 days.
Rs. 30 per 30
days.

36. PostPaid SMS
Packs
Optional Pay Rs25/Month
and get 20 Free
Local + National
SMS per day for 30
days.
Pay Rs50/Month
and get 50 Free
Local + National
SMS per day for 30
days.
Pay Rs85/Month
and get 90 Free
Local + National
SMS per day, for
30 days.
Pay Rs99/Month
and get 100 Free
Local + National
SMS per day, for
30 days.
Call Customer
Care (121) to
activate
Depending on the
plan opted
Premium
Numbers
Optional Both existing and
non mobile owners
are eligible for
these premium
mobile numbers.
Walk up to the
nearest ARC and
check the
availability of your
preferred mobile
numbers.
Give in your
request at the
nearest ARC.
As per number tag
Radio Mirchi Optional Enjoy FM Music
from any handset
from anywhere-
ONLY on Airtel
Dial 59830 to
subscribe and
listen (tollfree)
Rs. 10 for 100 min
for 7 days
Railway Enquiry Optional Call 139xx for PNR
Status, Arrival/
Departure,
Accommodation
Availability, Fare
Enquiry, Ticket
Booking through
Credit/ Debit Card,
SMS Ticket
Booking Helpline or
Meal Booking.
SMS for PNR
Status, Train
Arrival/Departure,
Train Current
Position, Meal
For IVR Call
139xx
For USSD Dial
*139#
SMS as below
For PNR Status
SMS PNR (PNR
No) , Train
Arrival/Departure
SMS AD (Tr No)
(Stn STD Code) ,
Train Current
Position SMS
SPOT (Tr No),
Meal Request in
Train SMS MEAL
(PNR No), Seat
Call @ Rs.2 per
min, SMS @ Rs 3
per SMS, dialing
*139# is toll free
with Rs 3 per
query

37. Request in Train,
Seat Availability,
Tatkal Seat
Availability, Fare
Enquiry, Train
Schedule, Trains
Between Two
Stations, Next
Train, Time Table,
Platform
Information &
Ticket Booking. For
Help on SMS ticket
keywords type
HELP and send it
to 139
Airtel Customers
can now dial *139#
for Railway
Enquiry. The
following
information is
available:
1. PNR Status 2.
Arrival/ Departure
of Trains (Train
Schedule) 3. SPOT
TRAIN 4.Seat
Availability 5. Fare
Enquiry. 6. TRAIN
NO/Name enquiry
7. TRAIN timetable
8. Train schedule.
Avail SEAT (Tr
No) (Dt ddmmyy)
(From Stn STD
Code) (To Stn
STD code) (Class)
(Quota) to, Tatkal
Seat Avail SMS
TSEAT (Tr No) (Dt
ddmmyy) (To Stn
Code) (To Stn
Code) (Class),
TimeTable SMS
TIME (Tr No) ,
Train
Name/Number
SMS TN (Tr No/
Name) , Next
Train SMS NEXT
(From Stn Code)
(To Stn Code) ,
Train Route SMS
ROUTE(Tr
No),Station Code
CODE(Stn Name)
, Train Schedule
SMS
SCHEDULE(Tr
No) , Fare Enquiry
SMS FARE (Tr
No) (Dt ddmmyy)
(From Stn STD
Code) (To Stn
STD code) (Class)
(Quota) , Trains
Between Two
Stations SMS
TRAIN (From Stn
Code) (To Stn
Code) , Help on
SMS Ticket
Booking SMS
HELP OR TKT
SIM Replacement Optional In event of a
damage or loss of
your SIM, we
provide you with a
replacement to
ensure your
immediate
accessibility needs
are met.
Mandatory
Documents:
Passport Size
photograph along
with proof of
identity
Note: In case of
damaged SIM old
physical SIM to be
submitted.
Rs.25
SMS On Usage Make
arrangements
share moments or
just say hello, text
NA Re 1.00 for local
SMS , National Rs
1.5, International
Rs.5.00

38. messaging is a fast
and convenient
way to keep in
touch.
As per TRAI
guidelines , wef
27th Sept 11 , a
Postpaid customer
can send maximum
of 3000 SMS / bill
cycle . The
customer will not
be able to send
greater than 3000
SMS in a month .
The customers who
get greater than
3000 SMS
(discounted /free)
within the bill plan ,
will be able to send
a maximum of
3000 SMS within
the Bill Cycle.
** Note :
As per TRAI
guidelines , the
same will not be
applicable on
blackout days as
per the list
available on
Website
Customers on SMS
packs which offers
daily SMS benefits
(discounted /free
SMS) greater than
100 in a day will be
restricted to a max
of 100 SMS /day.
SMS to 58888,
57272,
52424,54545 etc.
On Usage A host of services
are available on
SMS. Download
ringtones,
wallpapers,
logos,contests and
a lot more through
SMS.
NA Rs. 3/SMS
STAR SPORTS
CRICKET PACK
Optional User gets Cricket
match commentary
for India , sms
score alerts ,
Dial 53776 Rs 5/Match Day ,
Rs 49/Month, Rs
90/60 days

39. schedule and
complete cricket
round up on
mobile.
Safe Custody Optional If you are not using
your Airtel number
as you will be out
of station but wish
to retain your
mobile number,
We have an option
where in you may
put your number in
safe custody at a
nominal rental of
Rs 50 + 12.36%
tax per month.
All you need to do
is pay Rs 50 +
12.36% tax *
months (duration
which you need to
activate safe
custody) in
advance. Minimum
rent is 150+12.36%
tax for first 3
months.
For example, if you
want to activate
safe custody for 6
month, you need to
pay your rental in
advance
(Rs.50+12.36% * 6
months) to avoid
disruption of
services.
You may reactivate
the number
anytime within the
safe custody
period, but rental
for 3 months is
mandatory to be
paid.
Tax: As per Govt.
of India tax
guideline it is
12.36%, which
includes
1. Service tax 12
*Clear your due
amount (Billed &
Unbilled amount)
and pay the
Advance rental for
the required
period
*Give your request
at the nearest
Airtel
store/Customer
care at 121 or
email at
121@iairtel.in
*Please include
your alternate
contact number
and email ID in the
mail
*For Company
paid connection,
please contact the
coordinator
Minimum rent of
Rs150+12.36% for
the initial 3 months
: thereafter Rs 50
+12.36% tax per
month

40. %,
2. Education tax
2%
3. Secondary and
higher education
tax 1%
Note
For extension of
safe custody, rental
has to be paid in
advance before
completion of
existing period. In
case of non-receipt
of payment number
will get
disconnected
automatically.
Talkies Optional World of Movies
Entertainment in 13
languages -
Talkies, Super hit
Movies, Movie
Trailers/Previews,
Songs, Dialogues
& much more
User can initiate
the Request by
dialing on Short
code 51010
accordingly can
subscribe for the
Services & in
return will get the
desired service
content or USSD
*321*510#
Rs.30/450 mins
FREE / 20 Days
Voice Mail Optional Stay in touch with
your friends &
family even while
your phone is
switched off, out of
coverage, busy, or
when you are not in
a position to take
any calls.
Voice Mail service
will work in below
scenarios:
Default -Not
reachable/Switched
Off
Optional -Busy/No
Reply
To activate - Dial
*321*671#
To deactivate -
Dial *321*673#
Retrieval-Dial
52555 while in
home circle and
09810098200
while in roaming.
Capacity - 30
Messages of 60
Seconds each
No Subscription
charge, retrieval
free in home
circle, Roaming -
as per roaming
call charges
Voice SMS On Usage Now add emotions
to your sms by
sending a Voice
SMS. To send a
Voice SMS to any
mobile number in
India Just prefix *
to the 10-digit
You can send a
Voice SMS
message to any
mobile number in
your circle by
dialing * and
suffixing it with the
recipients mobile
Depositing a voice
message-Re 0.75
2.Retriving VSMS
1st time(*0*)-Toll
free 3 Retrive
VSMS 2nd time
onwards (*1*)
Re.0.75 4.

41. mobile number and
call. Record your
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Sending reply Re.
0.75 per VSMS 5.
Forward a VSMS
Re.0.75
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42. Industry profile
Cellular Industry:
The technology that gives a person the power to communicate anytime has spawned an
entire industry in mobile Telecommunication. Mobile telephones have become an integral part of
growth, success and efficiency of any business or economy. The most prevalent wireless
technology in the world today, is GSM. The DSM ASSOCIATION (Global System for Mobile
Communication) was instituted in 1987 to promote and expedite the adoption, development,
deployment and evolution of the GSM standard for digital wireless communication. The
association was formed as a result of a European community agreement on the need to adopt
common standard suitable for cross border European mobile communications. Starting off
primarily as it was then called soon came to represent the global system for mobile
communications as it achieved the status of a worldwide standard

43. The GSM membership has grown exponentially since 1992. The membership now extends
to 501 members from over 161 countries. The 373 GSM networks worldwide now service over
369.9 million customers. The world’s satellite operators have also joined the GSM community,
which further adds to its strength and also its impact on world markets. GSM today, the world’s
leading digital standard accounts for 68.5% of the global digital wireless markets
An Overview of Cellular Industry in India:
The government of India recognizes that the provision of a world-class telecommunications
infrastructure and information is the key to rapid economic and social development of country. It
is the critical not only for the development of the information technology, but also has wide
spread ramifications on the entire economy of the country. It is also anticipated that going
forward, a major part of GDP of the country would be contributed by this sector. Accordingly, it
is of vital importance to the country that there be a comprehensive and forward looking
telecommunications policy that creates an enabling frame work for development of this industry.
The Indian government when considered the introduction of cellular services in to the
country made a land mark decision to the Introduce the GSM standard, leapfrogging obsolete
technologies. Although cellular licenses were made technology neutral in September 1999, all
the private operators are offering only GSM services. The first metro cellular network started
operating inn August 1995 in Calcutta. The industry already has 42 networks, covering more
than 600 towns and 7 cities and several thousand villages and servicing more than 3 million
subscribers all over the country.
Cellular telephony is still growing at a rate 50% annually in even the developed nations,
with technology up gradation. Cellular services are mow becoming popular in India. Telecom
density is only 2per 100, which is less than that of china (4.5per 100) and the world average (10
per 100). Cellular penetration is currently low at 0.1% compared to china (1.1%) and Malaysia
(2%) To improve penetration will simply an investment of over RS 600 billion in the next 5
years. By the year 2000, the industry had already Invested in excess of Rs.150 billion
and it is estimated that the financial commitment of the industry over the next 5years till 2005
will be approximately Rs. 200billon. As per the growth trends, COAI envisages a subscriber base
of 50 million by 2005.

44. Contribution of the cellular industry:
Employment generation: it is estimated that the total employment generated by the cellular
industry is to the tune of 50,000 of which the majority will be professionally quailed people.
With the envisaged continuo growth of cellular networks, employment opportunities will grow in
continuo proportions.
Growth in GDP: A World Bank report has drawn a direct relationship, between growth in tale
industry and its impact on economic growth. The report states that for every 1-% increase in
Tele-density, there is a 3% increase in the growth of GDP.
Increased FDI Flow: The telecom sector attracts the largest foreign direct investment in the
country, with FDI inflow of RS.300 billion, accounting for almost one-fifth of FDI approvals
since 1991. Of this the bulk of the investment has flowed into the basic and cellular sectors with
the actual FDI into cellular service equals to 50% of the total inflows into tee telecom.
Heavy investment in infra structure: This sector is responsible for the single largest chunk of
investment by any individual industry – with an actual investment of RS.150 billon till the year
2005 for the revenue generation for the government of India. The cumulative revenues that have
already flowed to the government of India through license fee and non- license fee sources by
year 2000 are already in the region of RS.85 billion.
Latest developments in the Telecom sector:
In India telecom industry has gathered enough momentum in the past 5 years due to the
entrance of the private players in the telecom sector. There are loud noises in the telecom sector.
Obviously each operator shouted loudly when TRAI started unifying the access licenses. But
gradually, they settled down and the transition led to an explosive growth of the sector. There
will be even more growth when total unification takes place. TRAI is desperately working hard
to bring in this transition.
Given this back ground, the citation of the Asia Pacific’s Best regulator award 2004’ for
TRAI is really encouraging. It reads: “Telecom Regulatory Authority of India (TRAI) receives
the Asia Pacific Regulator of the year award for its unprecedented decision to allow for unified
licenses for telecom services in India ending finally the uncertain environment in which the

45. telecom operators of India were working. The Indian telecom industry has been subjected to
certain degree of regulatory confusion from the time [the] industry was liberalized initially led by
concerns of independence of regulatory authority from the incumbent player. The situation was
not helped by near astronomical figures quoted as bids by potential cellular and fixed licensees in
the first round of liberalization of the entry of WLL based players complicated the already
complex issues in the industry.
BY allowing for [an] unified licensing regime under which both basic and cellular operators
are to be allowed to offer either type of service without the formality of acquiring a separate
license has allowed the optimism back in the industry and favourable to foreign investors. The
decision would allow the Indian Industry to grow appreciably over the next few years and make
telecom services available to a wide spectrum of the population in the country.”
Tariffs did come down for consumers. Just a few years ago, mobile tariffs used to be RS.16
a minute at both ends. Today’s regime of “calling Party Pays”, convergence, and the falling
trends of tariffs have lowered the effective charge to users, to below Re 1.00 per minute; (the
effective charge takes into account outgoing as well as incoming minutes). This declining trend,
and the sector’s consequential growth, is clearly demonstrated by the accompanying graph.
Sales promotion:
Sales promotion consists of a diverse collection of incentive tools, mostly short term,
designed to stimulate quicker or greater purchase of particular products or services by consumers
or the trade .Sales promotion is a key ingredient in marketing campaigns.
Whereas advertising offers a reason to buy, sales promotion offers an incentive to buy. Sales
promotion includes tools for consumer promotion- samples, coupons, cash refund offers, price
offs, premiums, prices, point - of- purchase displays and demonstration; Trade promotion –
prices off, advertising and display allowances, and free goods; and business and sales for
promotion – trade shows and conventions, contests for sales reps and specialty advertising.
Factors that contribute to the rapid growth of sales promotion:
Internal Factors:

46. Promotion is now more accepted by top management as an effective sales tool; more
product managers are under great pressure to increase current sales.
External Factors:
The number of brands as increased; competitors use promotions frequently, many brands
are seen as similar: consumers are more price-oriented; the trade has demanded more deals from
manufactures; and advertising efficiency has declined because of raising costs, media clutter and
legal restraints.
1) Communication: They gain attention and usually provide information that may lead the
consumer to the product.
2) Incentive: They incorporate some concession, inducement or contribution that gives value to
the consumer. Incentive-type promotions are given to attract new tiers, to reward loyal customers
and to increase the repurchase rates of occasional users.
3) Invitation: They include a distinct invitation to engage in the transaction now. Companies
use sales promotion tools to draw a stronger and quicker buyer response. Sales promotion can be
used for short- run effects such as to dramatize product offers and boost sagging sales.
Major decisions in sales promotion:
In using sales promotion the following decisions are to be taken:
 Establish objectives
 Select the sales promotion tools
 Develop the program
 Pre-test the program
 Implement and control the program
 Evaluate the results
Impact of Brand Endorsement on promotion
Research on image built through endorsement of celebrities show that there are three aspects that
influence a consumer’s attitude of a brand.

47. These are:
 Attractiveness
 Trustworthiness
 Expertise
Examples of how some celebrities in India have been use in advertising in India have been used
in advertising to enhance brand image are listed below.
A film actress like Madurai Dixit is a credible source of information for soap. Khaitan, the owner
of the brand himself assures 100% reliability of the brand in the advertisement thus making the
information dependable. The Uprightness of Seshan makes him credible when he recommends a
frozen vegetable brand claiming that if you are a vegetarian you need not be “soft.” Nanina
Bolsover, well-known beautician can credibly advertise for sun silk and Tendulkar for Rocker

48. “What is Neff to one person can be cult to someone else. The key is making sure an advert or
endorsement hits the right note with the people you are looking to retain or convert into
customers.”
 Celebrity endorsements help garner saliency, connectivity, brand differentiation and
brand values. For Nerolac one of the biggest takeaways from the advert with Amitabh
Bachchan was saliency. He cut across all class, caste barriers because of his cult status
and his attention getting value.
 Celebrities can increase consumer’s awareness of the advertisement, capture their
attention and make adverts more memorable
 Heroes, authors, entertainers, and athletes; almost everybody seems to have been a part of
this tradition. In more ways than one, a celebrity is the product of information age.
Celebrities may be manufactured, but they do meet a psychological need.
 Using a celebrity in advertising is therefore likely to positively affect consumers’ brand
attitudes and purchase intentions.
Aspects of a
Brand
Image Celebrity Product
Attractiveness Elegant
Beautiful
Classy
Renuka Sahni
Madurai Dixit
Pataudi
Whisper
Lux
“ Asian
Paints”
Royale
Trustworthiness Dependable
Honey
Reliable
Khaitan
Seshan T.N
Kapil Dev
Khaitan Fan
Frozen Vegetable
Boost
Expertise Knowledge
Qualified
Skilled
Sachin
Tendulkar
Naina Balsavar
Amjad Ali Khan
Rockers Shoes
Shampoo
Bazooka

49.  They help in raising awareness of not only you’re your ad campaign but also help in
profiling your organization to larger audiences and get media coverage.
 Not only that, but they help in repositioning the organization in the public perception and
bolster a long running campaign.
 Celebrities are known to be fine spokespersons and great tools for marketing because
they provide a “set of characteristics”
That supports consumers in evaluating the presented brand. In contrast to anonymous
endorsers, celebrities add value to the image transfer process by offering meanings of extra
depth and power
Airtel launches 'One Touch Internet' - the simplest way for first
time users to learn the internet
The Indiantelecommarkethasenteredaphase of data ledgrowth.Asdata networksexpandand
internetenableddevicesbecome affordable–more and more Indiansare gettingonline ontheirmobile
devices.However,ourmarketresearchhasshownthatthere are millionsof customersacrossthe
countrywho ownan internet-readymobiledevice andare keenongettingonline,butare apprehensive

50. due to reasonslike lackof know-how andfearof incurringheavydatacharges.Airtel's'One Touch
Internet'will addressthese verycustomerchallengesandplaythe crucial role of hand-holdingfirst-time
mobile usersastheydiscoverthe internet.We believe thatthisinitiativecanplaya transformational
role inbreakingperceptionbarriersamongcustomersanddemystifyingthe internetnotonlyforthe
youngand urban,but forpeople fromacrossgenerationsandsocial strata – thus givingthe Indian
massesan opportunitytoenjoytheirfirstever internetexperience".
Telecom Industry trends
Telecom is one of the fastest-growing industries in India. Today India stands as the
second-largest telecommunications market in the world. The mobile phone industry
in India would contribute US$ 400 billion in terms of gross domestic product (GDP)
of the country in 2014. This sector which is growing exponentially is expected to
generate about 4.1 million additional jobs by 2020, as per Groupe Speciale Mobile
Association(GSMA).
'One Touch Internet': Key features
• Opportunityforfirst-timedatausersinIndiatolearn& experience the internet
• One-stop-shoptosee-try-buyinternetservices
• Simple &intuitiveuserinterfacespeciallydesignedtoaidlearning
• Free trial packs andvideotutorialsforpopularserviceslike Facebook,Twitter,YouTube
etc
• Intuitive pricingpacks forfirst-time users
• Easy subscriptiontointernetpackswith'MyAccount' management:Checkbalance for
TalkTime,data,trial usage etc.
• Available for2G& 3G Airtel prepaidmobilecustomerswithinternet-enableddevices
• LaunchedinEnglish& Hindi;8 vernacularlanguagestobe added

51. In the period April 2000 to January 2014, the telecom industry has got in foreign
direct investments (FDI) of about US$ 59,796 million, which is an increase of 6 per
cent to the total FDI inflows in terms of US$, as per report published by Department
of Industrial Policy and Promotion (DIPP).
India’s global system for mobile (GSM) operators had 4.14 million rural subscribers
as of January 2014, bringing the total to 285.35 million.
Data traffic powered by third generation (3G) services grew at 146 per cent in India
during 2013, higher than the global average that saw usage double, according to an
MBit Index study by Nokia Siemens Networks (NSN).
India's smartphone market grew by 171 per cent in 2013, to 44 million devices from
16.2 million in 2012, as per research firm IDC India. The increasing popularity of
bring-your-own-device (BYOD) in the workplace is further adding momentum to the
smartphone market.
Indian telecom industry has grown from a tele-density of 3.58% in March 2001 to
74% in June 2013. This great leap in both number of consumers as well as
revenues from telecom services has not only provided sufficient contribution in
Indian GDP growth but also provided much needed employment to India youth.
Players in the market
BSNL is the market leader with a 67.7 per cent share followed by MTNL with 11.5
per cent market share. Next is Bharti Airtle at 10.9% followed by Tata and Reliance
at 5% and 4.1% respectively.
BSNL as a company is growing and showed annual revenues of approximately $4.5
billion as of 2014. BSNL is serving more than 125 million customers across the
country and is catalyst in checking the price point for telecom services.
Also, with the government intensifying its rural focus, only BSNL can turn into reality
the next wave of rural telecom penetration.

52. BSNL is a 100% Central Government entity and employees with BSNL are entitled to
get salaries and perks as decided by Government of India and not by BSNL
However both, MTNL and BSNL are plagued by declining revenues coupled with high
costs. BSNL has massive infrastructure, manpower, systems, and 80 per cent of
landlines and 90 per cent of broadband connections in India are operated by it.
“Vodafone is investing nearly US$ 3 billion over the next two years in India in
expanding its network infrastructure and distribution channel in the country,” as per
Vittorio Colao, CEO, Vodafone Plc.
BlackBerry plans to set up enterprise solutions centres to educate corporate
customers about various BlackBerry Enterprise Service (BES) 10 solutions. "India is
one of the fastest growing markets in terms of smartphone and mobile data
adoption,” said according to Sunil Lalvani, Managing Director (MD), BlackBerry
India.
Tata Teleservices plans to set up nearly 4,000 wi-fi hotspots in nine cities across the
country in the next two years.
Booming sectors
The tide has turned for the telecom sector in India, as growth and profitability has
accelerated in recent times. Tower companies are reaping benefits of a turnaround
in the sector as operators have started investing in networks to boost data
penetration.
However it is in the country’s booming mobile segment in which the major battles
are being fought. Three major private players – Bharti, Reliance and Vodafone -
with a formidable 54% share of the market between them, lead a large field of
mobile operators. State-owned enterprises –BSNL and MTNL – have also been
making their presence felt with a combined market share of 12%.
A look ahead

53. According to Craig Wigginton, vice chairman and U.S. Telecommunications leader,
Deloitte & Touche LLP, the big challenge for the telecom industry in 2014 – which
also presents a major growth opportunity for the sector – is that consumers are
getting addicted to connectivity and speed.
The ongoing expansion of the mobile ecosystem, coupled with demand for high-
bandwidth applications and services such as video and gaming, is keeping pressure
on the industry to increase the availability and quality of broadband connectivity.
Emerging Trends in Telecom Services
Telecomisa bomingindustry.GSMalone (whichisabout85% of world-wide wirelesmarket)
contributesabout$ 3 Bilionrevenue everyday.While al sectorsof economyare getingbadly
impactedbythe economicrecesionandliquiditycrunch,impactontelecomisalitle lessevere,at
leastincountrieslike India&China.Some peopleevenargue thatasthe organizationstightentheir
beltsandreduce theirexpenditures,itmayposiblyleadtoaceleratedgrowthinsome segmentsof
telecomindustry.Tighteningeconomicconditonsare likelytomake ‘workfromhome’prefered
option– both foremployersaswel asemployes.Athe same time,videoconferencingisbecoming
preferedmode of communication&relationbuildingwithcustomers.Al thisisresultinginned
for beter& reliable communicationleadingtoaceleratedup-gradationtoIPnetworks,further
penetrationof Fibre inthe acesnetworkandrapiddevelopment&deploymentof otherasociated
technologies.
Kepingthe above discusionasthe back-drop,thisarticle loksathe emergingtrendsinTelecom
industryinmediumtermhorizon(3-5years) fromthe perspectiveof 3 keyplayers –Customers(end-
users) whobuythe services,Operatorswhosel theseservicesandEquipmentvendorswhomake
these servicestechnicalyfeasibleandavailable.
Customers
Customersare alwayslokingforvalue formoney –highqualityservices&abundantchoice ata
minimal cost!Keyatributesare:

54. 1. Quality:Crystal clearqualityinal modesof communication,atal times
2. Quantity:Varietyof services –Voice,Data,Video&Mobilty – available athe same time,
fromthe same device andat highdata speds
3. Cost: Customershave gotusedto the decliningratesof telecomservicesandexpecthe trend
to continue infuture aswel.
Operators
Some of the keychalenges/oportunitesforthe operatorsare
1. Customercare – Provide pleasantuserexperienceandabundantchoice intechnologiesand
productpackages
2. Outsourcing:Outsource NetworkandITfunctionstofocuson core aspectsof theirbusines
and strategicinitatives
3. Inside buildingcoverage –Ensure godcoverage inside buildingsevenif itmeanssharing
networkresourceswithcompetiorsasnearly70% of the voice & data cals are expectedto
originate insidethe buildingsinthe comingyears
4. Coverage/PenetrationinRural areas – Adapttechnologytomake communicationinrural
areas profitable
5. Fuel bil reduction –Fuel & Powercontribute about25% of operator’sOPEX.Operators
have great interestintechnologieswhichreducethisexpenseasitimprovestheirbotomline
as wel as earnsaproval fromenvironmental considerations.
Network Vendors& Technologies
Technologyadvancementsare drivenbythe aplicationswhichcustomersfindapealingandsolve
the operational isuesfacedbyoperators.Some of the keyonesare:
Triple Play,Mobilty&Coverage:Customerswanttobe able to use the triple playservices
(Voice,DataandVideo) al the time andeverywhere –indoror outdor.Multi-biliondolarsare
beinginvestedindevelopmentandenhancementof mobiletechnologieslike 3G,WiFi,WiMax &

55. LTE. EnhancednedforIndorcoverage isleadingtodevelopmentof Femtocels.FixedMobile
Convergence (FMC) isalsogainingincreasedimportance asitmakessense toswitchfromMobile
aces to wire line acesassonas wire line acesbecomesavailable
IP Technology:Developmentof MPLStechnologywhichprovidesdiferentiatedandasured
Qualityof Service (QoS) hasovercome the bestefortnature of IPtelephony.Advancements inIP
technologyhave alsoopenedupnewmodesof communicationslikeweb-colaboration,inteligent
cal-centre aplicationsetc.Highqualityvideoconferencingwhichprovidesalmostareal interaction
experience islikelytobecome kileraplication.DWDMenablesveryhighbandwidthoverfibre.
Since highbandwidthnedstobe available atthe customerpremisesaswel,Fibre isgoingto
penetrate deperinthe acesnetworkaswel.
Machine to Machine Communications:There are physical limitstothe numberof telephone
conectionsthatcan be soldto humanbeings!Machine tomachine communicationcanpotentialy
increase itinthe order of bilions!Forthistobe commercialysucesful,itrequiresstandardization
of protocols&simplicityof operation.

56. Review
Of Literature
Customer Satisfaction
Some of the important related studies were reviewedfor the support of the present study.
Customersatisfaction,asa construct,has been fundamental to marketing forover three decades.
As early as 1960, Keith (1960) defined marketing as “satisfyingtheneeds anddesires of the
consumer”.Hunt (1982) reported that by the 1970s, interest in customer satisfaction had increase
to such an extent that over 500 studies were published. This trend continued and by 1992, Peterson
and Wilson estimated the amount of academic and trade articles on customer satisfaction to be over
15,000.

57. Several studies have shown that it costs about fivetimes to gain a new customer as it does to keep
an existing customer (Naumann, 1995) and this results into more interest in customer
relationships. Thus, several companies are adopting customer satisfaction as their operational goal
with a carefully designed framework.Hill and Alexander (2000) wrote in their book that
“companiesnowhavebiginvestmentindatabasemarketing,relationshipmanagementandcustomer
planningto movecloserto their customers”. Jonesand Sasser (1995) wrote that “achieving customer
satisfactionis themain goalfor mostservicefirms today”.Increasing customer satisfaction has been
shown to directly affectcompanies’ market share, whichleads to improved profits, positive
recommendation, lowermarketing expenditures (Reichheld, 1996; Heskett et al., 1997), and greatly
impact the corporate image and survival (Pizamand Ellis, 1999).
The studies are Robins (2008) this paper is about marketing the next generation of mobile
Telephones. The study is about third generation of cell phone technology,what is usually knownas
“3G” for short. There are various issues about that new innovative.One is how to price 3G handsets
and services at a level whichwill enable telephone operating companies to recoup the high prices
they have already paid to governments foroperating licenses. Second the technology is not yet
complete, there are no agreed international standards and companies do not yetknow whatnew
services the technology will provecapable of delivering effectively.Allvariants of 3G remain
dependent on largely unproven technology. Marketing 3G is going to be about services whichare
new and in many cases, yet to be designed. At the same time, it willinvolveservices whichcan also
be obtained by computer and other means. It followsthat the marketing task will be high risk. First,
3G has no obviously unique selling proposition to build on except, perhaps, the combination of live
video and easy portability. Second, the potential customers have not yet had adequate opportunity
to signal their service likes and dislikes. Third, the costand complexity of service provision leave
doubt about the market’s reaction to price.
Debnath (2008)this study explains that the prime focus of the service providers is to create a loyal
customer base by benchmarking their performances and retaining existing customers in order to
benefit from their loyalty.Withthe commencement of the economic liberalization in 1991, and with
a view to expand and improve telecom infrastructure through the participation of the private
sector, the Government of India permitted foreign companies holding 51 percent equity stake in
joint ventures to manufacture telecom equipment in India. The Indian Government has announced
a new policy,which allows private firms to provide basic telephone services. There had been a
monopoly of the state-owned department of telecommunications. However,several companies are
expected to benefit from the policy change.
Kalavani (2006) in their study analyzed that majority of the respondents have given favorable
opinion towards the services but some problems exist that deserve the attention of the service
providers. They need to bridge the gap between the services promised and services offered.The
overall customers’ attitude towards cell phone services is that they are satisfied with the existing
services but still they want more services to be provided Kumar (2008), in their study titled
“Customer Satisfaction and Discontentment of BSNL Landline Service: A Study” analyzed that at
present, services marketing plays a major role in the national economy.In the service sector,
telecom industry is the most activeand attractive. Though the telecom industry is growing rapidly,
India’s telecom density is less than the world’s average telecom density as most of India’s market is

58. yet to be covered. This attracts private operators to enter into the Indian telecom industry, which
makes the Bharat Sanchar Nigam Limited (BSNL) more alert to run its business and survive in the
market.
Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular Services: A
Customer Perspective” analyzed that the increasing competition and changing taste and
preferences of the customer’s all overthe worldare forcing companies to change their targeting
strategies. The study revealed the customer attitude and their satisfaction towards the cellular
services in Coimbatore city. It was foundthat advertisement play a dominant role in influencing the
customers but most of the customers are of opinion that promotional strategies of cellular
companies are more sale oriented rather than customer oriented Chris (2003) has analyzed
‘Telecom advertising in print media.’ This research attempted to investigate why Telecomtheme
are used in advertisement, and the motives that lead companies and advertisers to use sport
celebrities and sport conceptin advertisements. From study it has been revealed that the
appearance of sport celebrities in advertising endorsement occurredmore often in Telecom
magazines than in other magazines, because their target group is more acquainted withathletes.
The sport celebrities that dominated each printed media are related with their target group
characteristics.

59. Research
Methodology

60. Objectives of the study
METHOD OF RESEARCH
Survey method:
A Survey is a complete operation, which requires some technical knowledge Survey
methods are mostly personal in character. Surveys are best suited for getting primary data. the
research obtains information from the respondents by interviewing them.
Sampling: It is not always necessary to collect data from whole universe4. A small
representative sample may serve the purpose. A sample means a small group taken in a large lot.
This small group taken in a large lot .This small group should be emanative cross section and
really “representative” in character. This selection process in calls sampling.
Sample size: Samples are devices for learning about large masses by observing a few
individuals. The selected sample is 100.
Methods of Sampling
Random sample method:
The method adop0ted here is random sampling method. A Random sample is one
where each item in th3e universe has as an equal chance of known opportunity of being selected.
Research Instrument
Questionnaire:
A questionnaire is a carefully complied logical sequence of questr5ions directed to a
define objective. It is the outline of what information is required and the framework on which

61. the data is built upon. Questionnaire is commonly used in securing marker information that its
preparation deserves utmost skill and care.
Collection of data:
One of the important tools for conduction market research is that availability of necessary
and useful data. Date collection is more of an art than a science. The methods of marketing
research are in a way the methods of data collection. The sources of information fall under two
categories.
Internal sources:
Every company has to keep certain records such as accounts, reports etc. these records
provide sample information which an organization usually keeps collection in its working.
External sources:
When internal records are insufficient and required information is not available, the
organization will have to depend on external sources. Of data are.
a) Primary data:
The data collected for a purpose in original and for the first time is known as primary
data. The researches collect this data to study a particular problem.
Here the primary data is data collected through questionnaire by directly meeting the customers
b) Secondary Data:
The data, which is collected from the published sources i.e., not originally collected of
the first rime is called secondary data.

62. Here the secondary data is data collected from the company’s brochures, pamphlets,
catalogues and the website.
NEED FOR THESTUDY
Customer satisfaction survey is a systematic process for collecting consumer data,
analyzing this data to make it into actionable information, driving the results throughout an
organization and implementing satisfaction survey is a management information system that
continuously captures the voice of the customer through the assessment of performance from the
customers’ point of view.
OBJECTIVES OF STUDY
The setting of objective is the corer stone of a systematic study. The study will be fruitful
one when the basis laid down is a concrete one they represent the desired solution to the problem
and help in proper utilization of opportunities.
Objectives:
The objectives of the research are
1. To find out Customer satisfaction of Airtel customers.
2. To find out which sales promotion tools will increase the sales.
3. To find out how brand ambassador can influence sales promotion.
4. To find out the market share of “Bharti Aitel”
5. To know the features that attracts the customer to subscribe to Bharti Airtel.

63. Limitations of the study
1) Time factor was the main limitation for the study as the project was restricted to small
period.
2) The research was limited only to the Hyderabad city so the result can’t be generalized
to the whole market.
3) The sample taken for research was concerned only for 100 customers rather than
millions of customers scattered around the world.
4) Since the project has to be completed within a short period of time the information
collected could be biased.
5) Some of the premium segments could not be met due to time lack and by not obtaining
prior appointment due to tight schedule of the respondents.

64. Data analysis
&

65. Discussion
1. Do you have a mobile phone?
Purpose: to know how many respondents use mobile phone.
Suggestions Yes No
No. of respondent 93 7

66. Interpretation:
93% of the respondent are have a mobile phone while 7? Of the respondent do not have a
mobile phone
Q2) Areyou awareabouttelecommunicationsservices?
Purpose:The main purpose behind this question is to know about the awareness of respondents
regarding differenttelecommunications services and also to know about which
telecommunication(operator’s) service they use.
Suggestions Yes No
No.of respondent 95 5
Interpretation:
93
Mobile User
Yes No

67. 3) Which operator’sservice do you use?
Operator’s serice name No. of respondents
Airtel 87
Idea 29
Reliance 17
Bsnl 21
Vodafone 5
Tata docomo 3
Aware of Telecommunication
Yes
No

68. Interpretation: Major respondents using Airtel services.
From which source you came to know about Vodafone?
Purpose:
The purpose behind this question is to know from which source the respondentscame to
know about Vodafone.
Sources No.of respondent
Advertisement 63
Hoardings 52
Sales
Airtel
Idea
Reliance
Bsnl
Vodafone
Tatadocomo

69. Newpapers 35
Mouth publicity 26
.
Interpretation:
36% of the respondents are aware about Vodafone through Advertisements, 29%are aware
because of Hoardings while 20% and 15% of the respondents are aware because of
Newspapers and Mouth Publicity respectively
Since how long you are using Vodafone Services?
Purpose:
The purpose behind this question is to know about the usage time of Vodafonecustomers
i.e. since how long they are using Vodafone services.
Time period No. of respondent
Less than 1 month 12
2-6 19
6-12 22
More than 1 year 34
Interpretation:

70. Major Respondents using Vodafone are old customers. 39% of the respondentsuse
Vodafone services from past more than 1 year while the lowest is 14% respondentsusing
Vodafone services less than 1 month.
questionaire

71. 1. Do youhave a mobile phone
o Yes
o No
2. Whichoperatorservice doyouuse?
o Airtel
o Vodafone
o Idea
o BSNL
o Reliance
3. Are you aware of Airtel?
o Yes
o No
4. fromwhichsourcesyoucame to know aboutAirtel?
o Advertisement
o Hoarding
o Newspapers
o Mouth publicity
5. Since howlongyouusingAirtel services?
o Lessthan 1 month
o 2-6 months
o 6-12 months
o More than 1 year
6. Whichof the followingservicesdoyouuse of Airtel?
o Pre-paid
o Post–paid
7. Whichservicesare more helpful toyouwhile usingAirtel Services?
o Call rates
o SMS service
o Network
o Value Addedservices
8. Do youcall at customercare?
o Yes
o No
If Yes, howoftenyoucall at customercare?
o Daily
o Once in a week
o Once in a month
o Occasionally

72. 9. For whatreasonyou call at customercare?
o Value addedservices
o Informationregardingnew schemes
o Otherqueries
o Complaining
10. Rate the followingservicesonthe basisof yoursatisfaction.
Servicess Excellent Verygood Fairlygood Average Poor
Network
SMS rates
Newschemesand
offers
Customercare
Recharge outlets
Call rates
Value addedservices
11. What makesyouunaware aboutAirtel?
o Lessadvertisement
o Lesspublicity
o Others (if othersthen mention,--)
12. Why youare not usingAirtel services?
o Lack of awareness
o Highprices
o Poorservices
o Poornetwork
13. WouldyoulikedtorecommendAirtel toothers?
o Yes
o No
14. Givesyoursuggestionstohelpinserve youbetter.
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