Survey on customer complaints of airtel bangladesh ltd.

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About Airtel Bangladesh
Airtel Bangladesh, formerly known as Warid Telecom, is a GSM and 3G based cellular
operator in Bangladesh. Airtel Bangladesh Limited is one of the fastest growing mobile operators
in Bangladesh and is a concern of Bharti Airtel Limited, a leading global telecommunications
services provider.
Airtel is the sixth mobile phone carrier to enter into the Bangladeshi market, and originally
launched commercial operations under the brand name 'Warid' on May 10, 2007. In 2010, Bharti
Airtel bought out majority share of the company. As of July 2016, Airtel Bangladesh has 9.354
million subscribers
Airtel provides the state of the art 24 hours customer supports through customer hotline for its
customers in Bangladesh. Airtel subscriber needs to dial 786 to reach helpline. The hotline
number has a language option for English, Bengali. It is a computer aided information base to
afford immediate access to the information about the subscribers, but the operations are done
manually. After dialing 786, subscribers are first welcomed by an automated and standardized
process. Then he/she needs to wait for maximum 3 minutes.
Customer care
Airtel has seven customer care centers around the country, which are known as "Airtel
experience centers" (AECs), located at key locations. These centers are directly run by Airtel
itself.
Airtel has another 77 dealer outlet spread across Bangladesh, the largest chain of retail outlets in
the country, which is further backed up by a chain of sub-dealers, affinity partners & distributors.
Dealer outlets of Airtel are known as "Airtel relationship centers" (ARCs).
We visited the Airtel Branch of Dhanmondi. According to them, they provide highly satisfied
customer care. They have improved customer care and other things which are complained by the
customer so for why their customers has been increased more than before.
From the page 112, the book of marketing management, we have made a structure and also have
made some questionnaire for surveying the customer and the company to find afruitful
information which has helped us a thorough understanding of the condition.

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Customer Survey Questionnaire
We have made a customer survey to find out some answer of here. We surveyed over 40 people.
The questionnaire has been given below.
Custo
mer
Do you
use
Airtel?
Yes/no
Do you
face any
problem
when you
use
airtel?
(Always
Sometim
es,
never)
Do you
complain,
when you
are
dissatisfie
d?
(Always
Sometime
s, never)
Do you
know
how to
complain
?
Yes/no
Do they
care for
complain
?
(Always
Sometim
es,
never)
Have you
got your
problem
solved?
(Always
Sometim
es,
never)
Do you
continu
e your
busines
s when
it is
solved
quickly
?
(Yes/N
o)
How
many
people
do you
say
when
you feel
satisfied
?
How many
people do
you say
when you
feel dis-
satisfied?
Do you
continue
with it
when
you are
dissatisf
ied?
(Yes/No
)
1 Yes(
for
All)
Always Never Yes Never never Yes 6 15 No
2 Sometim
es
Never Yes None Few(3) Yes
3 Sometim
es
Never Yes 5 10 No
4 Sometim
es
Sometime
s
Yes Sometim
es
Sometim
es
Yes none 50 No
5 Sometim
es
Sometime
s
Yes Always Always Yes 5 3 Yes
6 Sometim
es
Never Yes 5 8 No
7 Sometim
es
Sometime
s
No 10 15 Yes
8 Sometim
es
Never Yes 2 5 Yes
9 Sometim
es
Sometime
s
Yes Always Always Yes 3 20 No
10 Sometim Never yes 12 20 No

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es
11 Sometim
es
Sometime
s
Yes Always A;ways Yes infinitiv
e
Zero Yes
12 Sometim
es
Sometime
s
yes Sometim
es
Sometim
es
yes 3 20 Yes
13 Sometim
es
never No 4 5 Yes
14 Sometim
es
Never Yes 3 6 Yes
15 Sometim
es
Never No None None Yes
16 Sometim
es
Sometime
s
Yes Sometim
es
Sometim
es
Yes 4 6 No
17 Sometim
es
Sometime
s
Yes Always Sometim
es
yes I don’t
know
I don’t
know
Yes
18 Always Sometime
s
Yes Sometim
es
Sometim
es
Yes 5 15 No
19 Sometim
es
Sometime
s
Yes Always Always Yes 10 5 No
2o Sometim
es
Sometime
s
Yes Sometim
es
Sometim
es
Yes 30 35 No
21 Sometim
es
Sometime
s
Yes Sometim
es
Sometim
es
Yes 50 30 Yes
22 Sometim
es
No May or
may
not
5 8 Yes
23 Sometim
es
Sometime
s
Yes Always Always Yes 3 6 No
24 Sometim
es
Sometime
s
No 5 10 No
25 Sometim
es
Sometime
s
Yes Always Always Yes 5 3 Yes
26 Sometim
es
Sometime
s
Yes Sometim
es
Sometim
es
Yes 6 9 No

4. Page | 4
Analysis of Customer Survey Questionnaire
How many people have complaint?
In the 1st question we see that 30 people have complaints. So we can say that it is 100%. But we
have to find out how many of them complain?
How many people complain when he is dissatisfied?
Here we see that 19 times they complain. So the complain rate of the dissatisfied customer is
19/30= 0.6333333333
0.6333333*100 = 63.33%
They don’t complain
11/30 = 0.27777
0.2777*100 =27.77 %
How many do know that how to complain?
Here we can see from the chart that only 7 people don’t know how to complain. But 23 people
know how to complain.
So the percentage of the people who know how to complain is
23/30 = .766666667
0.766666667/100 = 76.67 (Turned into round figure)
And the percentage of the people who don’t know how to complain is
7/23 = 0.2333333
0.2333*100 = 23.33%
27 Always Sometime
s
Yes Sometim
es
Sometim
es
Yes 3 5 Yes
28 Sometim
es
Never No 5 7 No
29 Always Sometime
s
Yes Always Always Yes 3 5 Yes
30 Sometim
es
Never No 6 9 No

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Does the company care for your complaint or how many customers think that
complaining is the worth of effect?
Here from the customer survey we see that some customers never complain. Some complain and
think that they will never get service. Here we also assume that when customers don’t complain
they don’t complain because they think they will not get the service.
Here we get 14 people who think that the company doesn’t care for their complaints or
complaints are not the worthy of any effect.
So the percentage that the customers think that complaining is not the worthy of effect is
14/30 = 0.46666667
0.4667*100 = 46.67 %
Have you gotyour problem eversolved?
Here we have defined with never, always and sometimes. We can see that only 7 customers
think that their problems are solved always.
And 9 customers think that their problems are resolved sometimes.
So the fully satisfied customers are
7/30 = 0.23333
0.2333* 100 = 23.33%
Do you continue your business when your problems are solvedquickly?
Here we can see that from our chart that almost all the customers do their business if their
problems are resolved quickly The percentage is 100% as all of the customers say that they will
continue their business if their problems are resolved quickly.
Totalaverage number of persons to whom Customers share their experience
after being satisfied:
Total number of shared persons:
6+5+5+5+10+2+3+12+3+4+3+4+5+10+30+50+5+3+5+5+6+3+5+3+6=198 Person.

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As our total surveyed customers are 30 persons.
So they tell regarding their bad experience on average= 140/30=6.6 persons maximum.
Totalaverage number of persons to whom customers share their experience
after being dissatisfied:
Total number of shared persons:
15+10+ 50+3+8+15+5+20+20+20+5+6+6+15+5+35+30+8+6+10+3+9+5+7+5+9=327 Person.
As our total surveyed customers are 30 persons.
So they tell regarding their bad experience on average= 327/30=10.9 persons maximum.
Number of Customers continues their business when they are dissatisfied
Here from the chart we can see that 15 customers will continue their business and 15 will not.
So there are some loyal customers whose percentage is
15/30 = 0.50
0.50 /100 = 50%
And the customers will not continue their business
15/ 30 = 0.50
0.50* 100 = 50%
This is all from our customer survey.

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Company Survey
We also visited Dhanmondi branch of Airtel customer care. They have said a little bit different
from the customers. According to them their business is flourishing day by day. But in our
survey we have seen a different picture.
Company survey diagram
Diagram 1: Company Survey Diagram
So from here we can see that from the year 2013-14 to 2014-15 customers have been decreased
from 8263 to 7716 million.
So the leaving customers are by percentage-
8263-7716= 547
547/8263*100= 0.06619
6.61 %
So from here we can surely say that their customers have been dropped from their poor service in
the fiscal year 2014-15
But it is not for all the years. There are some customers who don’t leave whether they are
satisfied or not.
Their customer cares are opened for all day long and night. But the major problem is that their
customers have to wait for a long time when they call for service. They are working on it. They
are also working on the other problems for which their customers have been increasing day by
day.
0
10000
20000
2013-14
2014-15
2014-15
2015-16
7148 8263
7716 10510

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They provide better customer care, they have well trained people. They take complain carefully
and solve them quickly. Their customers are satisfied over their service.
But in the survey we have got different picture.
Appendix:
As it is a customer survey we focused on the customers. We have also visited the Dhanmondi
Branch of customer care. We have found that if the company properly manages or solves the
problem then nearly 100% people do business with them. It is a positive point we think. They
have also some loyal customers as they use Airtel whether Airtel provides them good services or
not. It is also a major point or strength of them. From our perspective, we will tell that they
should give importance to the dissatisfied customers. As the dissatisfied customers tell so many
people about their poor experiences which hampers a company most. Because the number
exposed to bad word of mouth may grow exponentially.