its on airtel services

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“Customer Satisfaction on Airtel Services”
With respect to Visakhapatnam
Project report submitted in partial fulfilment for the award of degree
Of
BACHELOR OF BUSINESS MANAGEMENT
By
BHAVYA SHAH
Regd No. 1214112106
Under the guidance of
Mrs. P. SHOBA RANI
Assistant Professor
GITAM Institute of Management
GITAM University
Gandhi Nagar, Rushikonda, Visakhapatnam-530 045 Andhra Pradesh, India

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DECLARATION
I, BHAVYA SHAH hereby declare that the project entitled “Customer
Satisfaction On Airtel Services” is a bonafied work done by me in partial
fulfilment for the award of degree Bachelor of Business Management.
This project work has not submitted to any other university or institute for any
degree.
Visakhapatnam Bhavya Shah
Date: Regd No.1214112106

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CERTIFICATE
This is to certify that the project report entitled “Customer Satisfaction on
Airtel Services” is a bonafide work carried out by Bhavya Shah, bearing Regd
No.1214112106 in partial fulfilment of the requirements for the award of degree
of BACHELOR OF BUSINESS MANAGEMENT under the guidance of
Mrs. P. Sobha Rani, Assistant Professor, GIM, GU. This project work has not
submitted to any other university or institute for any degree or diploma.
Visakhapatnam Mrs. P. Sobha Rani
Date: Assistant Professor
GIM, GU

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ACKNOWLEDGEMENT
I express my heart full thanks to Prof. K. Siva Rama Krishna dean
and Principal of GITAM Institute of Management, for permitting me to do the
project work.
I extend my heart full thanks to Prof.P.Sheela, vice principal GIM,
GITAM University who has been a staunch pillar of support to do the project.
I extend our heart full thanks to our program coordinator Prof. Mrs.
Manju Jose for her help and wishes for the successful completion of this
project.
I thank my guide Prof. P. Sobha Rani for helping me throughout the
project and being very supportive.
I express my sincere gratitude to my parents and friends for their
moral support and the loved rendered during the course of my dissertation
work.
Place: BHAVYA SHAH
Date: Regd NO. 1214112106

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CONTENTS
CHAPTER PAGE NUMBER
CHAPTER 1 08-12
 CONCEPTUAL FRAMEWORK ON CUSTOMER
SATISFACTION ON AIRTEL SERVICES
CHAPTER 2 14-19
 NNED OF THE STUDY
 OBJECTIVE OF THE STUDY
 SCOPE OF THE STUDY
 METHODOLOGY
CHAPTER 3 21-31
 ORGANISATION PROFILE ON AIRTEL
 COMPANY PROFILE ON AIRTEL
CHAPTER 4 33-44
 DATA ANALYSIS
CHAPTER 5 46-49
 FINDINGS
 SUGGESTIONS
 CONCLUSIONS
ANNEXURE 51-52

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EXECUTIVE SUMMARY
This project is an extensive report on how the Airtel company markets
its strategies and how the company has been able in tackling the
present tough competition and how it is cooping up by the allegations
of the quality of its products and the introduction of the Airtel
company .
In today’s world of cutthroat fierce competition, it is very essential to
not only exist but also to excel in the market. Today’s market is
enormously more complex.
Hence forth to survive in the market, the company not only needs to
maximise its profit but also needs to

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LIST OF CHARTS AND FIGURES
TABLE
NO. NAME
PAGE
NO.
1 Various types of Customers. 33
2 Different Age Groups Using Airtel Services. 34
3 Kind of Services Customers are Using. 35
4 Customer Appreciation 36
5 Customer Satisfaction Level 37
6 Problems Faced by Customers 38
7 Customers Interaction 39
8 Response of the Airtel Executives 40
9
Customers Opinion on Solving their Problems
Immediately 41
10 Awareness of Customers Towards Value Added Services 42
11 Services Preferred 43
12 Modification of Services 44

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CHAPTER 1
CONCEPTUAL FRAMEWORK ON CUSTOMER
SATISFACTION ON AIRTEL SEVICES

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INTRDUCTION TO CUSTOMER SATISFACTION:
Customer satisfaction is a business term which is used to capture the idea of
measuring how satisfied an enterprise’s customers are with the organizations
efforts in a market place.
Every organization has customers of some kind. The organization provides
products (goods and /or services) of some kind to its customers through the
mechanism of a market place. The products the organization provides are
subject to competition whether by similar products or by substitution of
products.
The reason an organization is interested in the satisfaction of its customers
because the organization is interested in retaining its existing customers and
increasing the number of its customers.
Customer satisfaction is an ambiguous and abstract concept. The satisfaction
level varies from person to person. The state of satisfaction depends on a
number of both psychological and physical variables. The level of satisfaction
can also vary depending on other options the customer may have and other
products against which the customer can compare the organizations products.
Because satisfaction is basically a psychological state it is a difficult thing to
measure quantitatively. In other words there are no units of satisfaction that
have been defined. The usual measures of customers satisfaction involve a
survey instrument with a set of statements using a liker technique or scale the
customers is asked to evaluate each statement and the select from a scale who
much the customer agrees or disagrees with the statement .
Customer service:

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customer service is the provision of labour and other resources, for the purpose
of increasing the value that buyers receive from their purchases and from the
processes leading up to the purchase, with the rising dominance of the service
sector in the global economy, customer service has grown in importance, as its
impact on individuals . Households, firms, and societies have become
widespread.
A company can outperform rivals only if it can establish a difference that it can
preserve, customer service can be such a difference. It is very difficult to control
.and therefore difficult to imitate. It is difficult to control because of its
variability. The level of service may vary greatly between two providers in the
same organization. It may also vary from one moment to another, even as
delivered by the same provider. The difficulty is compounded in multi unit
operations: in addition to variability within units, there is also variability among
units.
That is both the challenge and the opportunity. The consistent delivery of
superior service requires the careful design and execution of a whole system of
activities that includes people, technology, and processes. The few companies
that can manage this system do stand out, and are sought out, and are sought
out, and are sought out. This is the foundation of their sustainable competitive
advantage.
Customers chum:
Chum is the gross rate of customer loss during a given period. Chum can be
shown as follows:
Monthly chum = (co+ AI-CI) C0

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Where: CO = Number of customer at the start of the month
CI = Number of customers at the end of the month
AI = Gross new customers during the month
Chum rate is a measure of customer or employee attrition and is defined as the
number of customers who discontinue a service or employees who leave a
company during a specified time period divided by the average total number or
employees over that same time period.
For example, churn rate has been an ongoing concern of telephone and cell
phone services in areas where several companies compete and make it easy to
transfer from one services to another. Changes in a business chum rate can
provide feedback for a company as it may indicate customer response to
service, pricing, competition and so on, as well as the average length of time an
individual remains a customer.
The cellular industry has reached a critical juncture. Deregulation and domino
effects of price free –for-alls, high customer chum and the increasing
commoditization of services, together with the economic slowdown and
consequent budget cuts, have all taken their toll . Companies have risen to these
challenges through re-organization. Revision in management strategy,
downsizing, downsizing and Consolidations, buy global and national
competitive pressures are biting hard. They must dig deep to find business
solutions that offer the scalability nard flexibility to secure the roots of their
future success.

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Chum can be broken down into involuntary churn, where the carrier cuts off
service, oftentimes due to repeated non-payment of invoices, and voluntary
chum, where the customer chooses to disconnect service. While eliminating
unprofitable customers is an important goal for carriers, this project focuses on
voluntary chum and how it can be more effectively managed. Chum
management can be defined as the process of finding potential customers who
are considering leaving and then preventing them from churning. The purpose
of chum management is to minimize the loss due to subscribers and to
maximize profits by retaining a stable and profitable customer base.
Teledensity:
The number of landline telephones in use for every 100 individuals living
within an area. A teledensity greater than 100means there are more telephone
than people. The teledensity rate is the number of telephones per 100people in a
region.

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CHAPTER 2
METHODOLOGY

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NEED OF THE STUDY:
This project focuses mainly to know how important is the customer service for a
business to exist and to know about the marketing and management skills that
are necessary in this present scenario for any organization’s growth. This survey
is mainly based on satisfaction levels of Airtel customers. Feedback is taken
from the customer on visiting the Airtel outlets about their experience visiting to
these outlets is collected by the help of questionnaires.
One of the major problems in an organisation is Customer Satisfaction. In the
era of relationship marketing customers feelings and his satisfaction derived
from the service he is using plays a very important role in an organisation.
Being an oligopoly service sector the Telecom service sector has a tough
completion. Airtel faces tough completion from Vodafone, Idea and BSNL.
Airtel mainly focuses on sale of its services with a better customer service for
increasing its brand loyalty and having a good network with its customers for its
success. For the betterment of its service airtel service sector also takes
feedback from its customers on visiting the showroom. To be successful today’s
companies must be dynamic, constantly evolving and adjusting to the ever
changing market conditions.

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SCOPE OF THE STUDY:
As we know that very well that Airtel is the market leader among private sector
players in Indian Telecom Industry so, there is huge pressure upon the company
to retain its position in the market. Airtel is facing several changes from its
competitors mainly MTNL, Reliance and Tata Indicom. More over the main
challenge is to retain the present customer base and try to increase it by
providing them better service at affordable price.
 This project will help the company to know its market reputation.
 As this project mainly deals with the consumer perception about Airtel
and its competitors. The organisation may utilize this work to focus it
customer with greater perfection.
 By using this project the organization may find some remedy, if there
will be any sort of dissatisfaction about the service amongst the
customers.

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OBJECTIVES:
 The important objective is to measure the customers satisfaction provided
by the Airtel lobbies. .
 To evaluate the awareness of the customers about the Airtel services like
value added services (cricket, updating news, jokes, downloads).
 To know about the customer expectations regarding Airtel services.
 To collect the feedback for awareness about value services, uses of
different options and other services providing Airtel.

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METHODLOGY:
Sampling unit -- Determining who is to be surveyed, in this case the
sampling includes the Airtel customers visiting Airtel outlet.
Sample size –Feedback of 150 customers who are visiting to Airtel outlets.
Sampling Technique—Simple Random sampling. Useful information, which
involves tabulation of data, preparation of graphs and charts by using of
statistical tools.
Sampling procedure determining how respondents should be chosen. To obtain
a representative sample, a probability sampling of the population is defined.
This means of determining who is reached by the survey to ensure they are
indeed a valid cross-section unit. Probability sampling allows the calculation of
confidence limits for sampling error.
DATA COLLECTION: Data collection is the process of gathering and
measuring information on variables of interest, in an established systematic
fashion that enables one to answer stated research questions, evaluative
outcomes, etc.
PRIMARY DATA: It is the first hand information that the researcher tries to
get from various sources like respondents’ analogues case situation and research
experiments. The primary data is the data that is generated by the way of
meeting different people. The primary data has been collected by the
observations and interview methods.
 Personal observation on the visibility, appearance of outlet the Airtel
outlets in Visakhapatnam.
 Through questionnaires.

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Secondary Data: Secondary data are already published data collected for
some purpose other than one confronting the researcher at a given point of time.
The secondary data is gathered from various sources like books, journals,
interne, etc.
 Through internet Collected information regarding company profile
and industry profile.
The well-structured questionnaire prepared by the Indian market research
bureau (IMRB) helped in collecting data from the customers visiting to outlets.
It was a direct interaction with the customers in the survey with the
questionnaire containing close ended question. And for each question there
were 2 to 4 option giving the rating i.e., from 0 to 3 as per the parameters,
which gives a clear picture about the survey. The sampling units included the
customers name, mob no., time of visit to the Airtel outlets and lobbies and the
data surveyed is then converted into tables and charts using quantitative
methods. The outcome of the survey was used to give the inference and
suggestions, which could help to improve the quality of service provided by the
Airtel executives at the Airtel Relationship connects.
Statistical tools:
 Tables and different types of charts.
All the analyzed data is abutted accordingly in the form of tables and graphs.
The tables are mostly cross tables, which gives a better understanding of various
aspects on different parameters at one time. The table consists of figure both in
numbers and percentage for better understanding of the data collected. All the

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tables are then converted into the form of graphs, which gives a better idea
about the survey.

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CHAPTER 3
ORAGNISATION PROFILE

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INDUSTRY PROFILE OF AIRTEL
Introduction:
An industry is an area of economic production which involves large amounts of
upfront capital investment before any profit can be realized. In economics and
urban planning, industrial is an intensive type of land use with economic
activity involved with manufacturing and production.
About Telecommunication:
The process of transmitting or receiving information over a distance by any
electric or electromagnetic medium can be called as telecomunication.
Information may take the form of voice, video, or data. Over the last 2,000
years we have learned to communicate over land, sea and space.
Telecommunications was the cutting edge business of the 19th century and the
foremost growth industry of the past 100 years.
Brief History of Telecom in India:
* Telecommunication came to India first in 1838. It was in the year
when the first operational land lines were laid by the government near Calcutta
(seat of British Power).
* Later in 1881, the telephone service was first introduced in India.
* Nothing major happed till 1985 when Department of
Telecommunications (DOT) was established. It was an exclusive provider of
domestic and long distance service that would be its own regulator (separate
from the postal system).

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* Twelve years later, in 1997 Telecom Regulatory Authority of India
(TRAI) came into existence.
Telecommunications is one of the prime support services needed for the rapid
growth and modernization of various sectors the economy. It has become
especially important in recent years because of enormous growth of
Information technology (IT) and its significant impact on the rest of the
economy. India is perceived to have a special comparative advantage depends
critically on high quality telecommunication infrastructure.
Different Players in Telecom Industry in India:
Bharati AIRTEL
Vodafone
IDEA
RELIANCE
TATA INDICOM
BSNL
AIRCEL
SPICE
MTNL
BPL

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COMPANY PROFILE OF AIRTEL
INTRODUCTION:
Bharti Airtel Limited (formerly known as Bharti tele-ventures limited)
Airtel Company is a part of Bharti Enterprises, and India’s leading provider of
telecommunications services. Bharti Airtel Limited provides mobile, broadband
and telephone and enterprise services. It has been established on July 07, 1995
as a public Limited company with a proportionate ratio of Rs.81.558 million
(year ended March 31st
2005 audited. The business at Bharti Airtel have been
structured into 3 Individual strategies business units mobile services, broadband
& telephone services.& enterprises services. The mobile services group
provides GSM mobile services across India in 23 telecom circles, while the
B&T business group provides broadband & telephone services in 90 cities. The
enterprise services group has two sub-units carriers and services to corporate.
All these services are provided under the Airtel brand.
Mr. Sunil Bharti Mittal is the CMD of the Bharti tele-ventures limited which
established the Mobile services in the year 1985: and named it as Bharti-
AIRTEL has been pioneering force in the telecom sector. Bharti started its first
mobile services by the (AIRTEL) at Delhi in July 07, 1995 as a public Limited
company. Then Mr. Mohan Menon, who is the current CEO of the Airtel today,
extends across the country in 21 telecom circles. It service standards can be
compared with the very best in the world.
Bharti Airtel is one of India’s leading private sector providers of
telecommunications services based on an aggregate of 22.069.003 customers as
of April 30 2006. Consisting of 20.683.902 GSM mobiles and 1.385.101
broadband and telephone customers and make it one of the top 5 operators in
the world, in terms of services and subscribers base.

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AIRTEL is the leading marketer in the telecom industry with a market share of
28.6percentage and also with around 22 millions of customers. Out beating his
compotators like VODAFONE, BSNL, IDEA, RELIANCE, and TATA
INDICOM etc…
As the “total telecom provider” for India’s large enterprise. They harness the
power of alliances to combine with owner of media and technologies to create
business enabling end to end solution. They work closely with their enterprise
customers to uniquely address all their strategic connectivity needs, by using a
mix of application & technologies.
The entire organization is tailored to bring focus to customers needs through a
unique multi-dimensional structure.
 They have a regional organization to ensure customer
proximity.
 “Vertical” organization – also available regionally – ensures
depth of customer understanding and focus for extensive
coverage.
 They have a solutions group – to construct superior solutions.
 Their projects team ensures top class execution of a solution,
and they provide high quality post-implementation support
through customer services team.
Their end-to-end solutions are supported by global standards shaped by six
sigma methodologies and world-class customer care.
At Airtel enterprise services, their philosophy is “value creation” for customers
therefore; they create solutions that are flexible, scalable and robust. Their
technology is neutral and customer focused and they also have a blue chip client
list.

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Bharati Airtel is one of India’s leading private sector providers of
telecommunication services based on Jan 10, 2008 consisting of 40.743,725
GSM mobile and 1,941,805 broad band &telephone customers.
HIGHLIGHTS of Bharti Airtel:
 Bharti Tele-ventures to observe silent period from June 29
2007
 Bharati Airtel breaks into the 40 million Mobile customers
club, joins an Elite list of Top10 Global Mobile service
operations
 Bharati Airtel reduces ISD global mobile service operations
 Airtel introduces life time prepaid at lower price point of Rs495.
 Bharati Airtel Limited: FY 2007-A year of Accelerated Growth
and market leadership.
 Airtel announced an integrated structure for its all telecom
businesses.
 Bharati Airtel has been adjusted as India’s second best employer
by Hewitt Associates. Bharati, India’s leading telecom
conglomerate, declared countries best managed company by
Asia Money.
 Mr. Sunil Bharti Mittal, Chairman and Managing Director of
Bharti Enterprises, is the East and young entrepreneur of the
year 2004.Mr Paul Jostling and Mr. Narayan Murthy awards
him the accolade.

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MISSION AND VISION OF AIRTEL MISSION:
 To be the world’s No.1 off shore business services provider for
the large enterprises, preferred by employees and valued by
partners.
 To add value to our clients and help enhance their customers
experience through world class business services and solutions.
VISION:
By 2010 AIRTEL will be the most admired brand in India,
- Loved by more customers.
- Targeted by Top talent.
- Benchmarked by more business.
Airtel partners:
The company has a strategic alliance with single, the investment made by sing
tel. Is one of the largest investments made in the world outside Singapore, in the
company.
The company also has a strategic alliance with VODAFONE. The investments
made by Vodafone in Bharti are one of the largest single foreign investments
made in the Indian telecom sector.
The company’s mobile network equipment partners include Ericsson and Nokia.
In the case of the broadband and telephone service and enterprise service
(carriers). Equipments suppliers include Siemens, Nortel, Coming, among
others. The company also has an information technology alliance with IBM for
its group-wide information technology requirements and with Nortel for call
centers technology requirements. The call center operations for the mobile
services have been outsourced to IBM daksh, Hinduja TMT and Teletech and
Emphasis.

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Bharti Enterprises has successfully focused its strategy on telecom while
straddling diverse fields of business. From the creation of ‘Airtel’, one of
India’s finest brands, to becoming the largest manufacture and exporter “of
world class telecom terminals under its ‘Betel’ brand, Bharti has created a
significant position for itself in the global telecommunications sector. Bharati
Airtel limited is today acknowledged as one of India’s finest companies, and its
flagship brand ‘Airtel’, has over 22 million customers across the length and
breadth of India.
While a joint venture with Tele Tech Inc. USA marked Bharti’s successful
foray into the customer Management Services business, Bharti Enterprises
dynamics diversification has continued with the company venturing into
telecom software development has continued with the company venturing into
telecom software development. Recently, Bharti has successfully launched an
international venture with EL Rothschild Group owned ELRO Holdings India
Ltd., to export fresh Agri-products exclusively to markets in Europe and USA.
Companies Product Portfolio:
Bharati Airtel enterprise services bring us to a benchmark Portfolio of
products and services to take care of a unique communication needs.
Company’s end-to-end communication solution helps to run its business at ease.
Companies Service Includes:
1. Voice Services
2. Mobile Services
3. Satellite Services
4. Managed Data & Internet Services

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5. Managed e-business Services
 Voice Service: Airtel enterprise Services voice Services provide free Dial-
up Internet access that is bundled along with your Telephone connection
from Airtel. It’s fast, reliable and gives you unlimited. Internet access. All
you need to do dial 1500 through your dialer.
 Mobile Services: its Service standards are compared with the very best in
the world. In fact, that’s how Bharti has managed to win the trust of millions
of customers and makes it one of the top 5 operators in the world, in terms of
Service and subscriber base.
In the Mobile Services they are providing the products as follows:
AIRTEL PREPAID:
Airtel prepaid the recently cellular card from Airtel, makes everything that
customers dreamt & believed, possible. It’s simple to use & comes with a host
of great features which contains total cost control, instant balance enquiry, and
easy recharge.
AIRTEL POSTPAID:
It gives subscribes unlimited freedom to reach out to their special ones, in their
special way by providing them the facilities like National & International
Roaming access, Easy Billing, 24 customer service Blue berry Wireless
Handheld, Other Effective Business Tools like:

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 Corporate Group Messaging
 Dial in Concierge Services
 Call Conferencing
Managed Data & Internet Services
Airtel Enterprise Services brings you a comprehensive suite of data
technologies, so we are able to support all types of networks and ensure our
customers can migrate their network to the future seamlessly. Managed Data &
Internet Services Include:
MPLS -Leased Lines
ATM -Customized solutions
FR -International Managed Services
INTERNET -Metro Ethernet
SATELLITE SERVICES:
SME Services:
Small & Medium Enterprises, Airtel leverages its unparalleled wire
line, wireless & satellite infrastructure, its global spread, strong service support
& telecom expertise to offer a complete suite of end-to-end, value for money
solutions to meet the requirements of the Small & Medium Enterprise (SME’s)
Global Data & Internet Service:
Riding on owned carrier class infrastructure, leveraging a total connectivity
infrastructure, & unleash the full power of Global Data & Internet Services.

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Awards and Recognitions for Bharti Airtel
Bharti telemeters is the “best India carrier” at telecom Asia awards 2006
for the year 2006-07 for the year 2005-2006 are as follows.
 Telecom Asia awards 2006 one of the most prestige award in telecom
sector.
 Airtel chosen as most prepared mobile service by CNBC Awaaz
consumer awards.
 Business week, feature bharti tele ventures amongst the top technology
in the world.
 Bharti tele ventures are the” Indian mobile operator of the year 2005”.
 Sunil Bharti mittal chairmen and managing director Bharti
enterprises gets the best Asian telecom CEO award Bharti tele ventures
is Asia best GSM carrier.
Airtel National Wide Operations:
 A high quality VSAT infrastructure- with a central hub at Bangalore.
 A high speed internet backbone.
 Last mile connectivity through Indians leading fixed line service Airtel in
Delhi Mahayana, Tamilanadu, Karnataka, Madyapradesh &Chhattisgarh.
 Pan-India mobile network.
 India’s finest long distance network coverage over 180 cities on 25000
km of optical fibers.
 World’s largest submarine cable system, network i2i, stretching from
Chennai in Singapore.

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Innovations of the Company:
 The company has several first to its credit.
 The first to launch full roaming service on prepaid in the country.
 The first to launch 32k sim cards.
 The first in Asia to deploy the multi brand future in wireless network for
efficient usage of spectrum.

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CHAPTER 4
DATA ANALYSIS

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DATA ANALYSIS
1. Various Types of Customers.
Types of Customers No of Customers
Employees 50
Students 45
Business 25
Others 30
Total 150
Table no. 1
Figure no. 1
Interpretation: According to this survey out of 150 customers 33.33
percentage of customer are employees, 30 percentage of customers are stands,
16.66 percentage of customer are businessmen and remaining 20 percentage of
customers are others.
0
10
20
30
40
50
60
employees Students Business others

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2. Different age groups using Airtel services.
Age Group No of Customers
10-25 years 62
25-35 45
35-50 28
50 above 15
Total 150
Table no. 2
Figure 2
Interpretation:
According to this survey out 150 customers 41.33 percentage of
customer’s oar 10-25 age group, 30 percentage of customers are 25-35 age
groups, 18.66 percentage of customer is 35-50 age group and remaining 10
percentage of customers are above 50 years.
0
10
20
30
40
50
60
70
10 to 25 25 to 35 35 to 50 50 above

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3. Kind of Services Customers are using.
Types of Customers No of Customers
Prepaid 96
Postpaid 54
Total 150
Table no. 3
Figure no. 3
Interpretation:
According to this survey out of 150 customers, 64 percentage of customer
is prepaid network using customers and remaining 36 percentage of customers
are postpaid network using customers.
0
20
40
60
80
100
120
Prepaid Postpaid

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4. Customers Appreciation.
Response about Airtel
Connections
No of Customers
Yes 109
No 41
Total 150
Table no. 4
Figure no. 4
Interpretation:
According to this survey out of 150 customers, most of the customers mean
72.66 percentage of customers are like about Airtel providing all services.
0
20
40
60
80
100
120
yes no

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5. Customer Satisfaction Levels.
Service Areas No of Customers
Network coverage 62
Customer care 38
Call charges 13
Offers and others 37
Total 150
Table no. 5
Figure no. 5
Interpretation:
Most of the people are like network coverage and their think Airtel network is
the best network compared to the other networks. Most of customers are
bothering about the charges, offers and others.
0 10 20 30 40 50 60 70
Network coverage
customer care
Call charges
offers &others

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6. Problems faced by Customers.
Problem Facing
Areas
Customers
Having
Problem
Customer Not
Having
Problem
Total
Network
coverage
50 100 150
Customer care 52 98 150
Offers& Others 90 60 150
Table no. 6
Figure no. 6
Interpretation:
According to this survey out of 150 customers, only 30 percentage
of customers having problems at network coverage, 45 percentage of
customer’s having am problems at customer care, 60 percentage of customers
having problem at offers & others.
0
20
40
60
80
100
120
Network coverage Customer care offers and others
Series1
Series2

39. 39
7. Customer Interactions.
Service Areas No of Customers
Visiting Airtel outlets 80
Calling customers care 40
Others 30
Total 150
Table no. 7
Figure no. 7
Interpretation:
Most of the customer’s interaction is convey their problems at visiting
Airtel because they are calling to customers care but they don’t solving their
problem.
0
10
20
30
40
50
60
70
80
90
visiting Airtel outlets calling customer care others

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8. Response of the Airtel Executive.
Response No of Respondents
Good 63
Average 82
Poor 05
Total 150
Table no. 8
Figure no. 8
Interpretation:
According to this survey most of the customers feeling good &
average about response of Airtel outlets and Airtel lobbies so they are satisfied
to convey problems are opinions to Airtel representatives.
0 20 40 60 80 100
Good
Average
Poor

41. 41
9. Customers opinion on solving their problems immediately.
Opinions No of respondents
Yes 98
No 52
Total 150
Table no. 9
Figure no. 9
Interpretation:
According to this survey out of 150 customers, 65.33 percentage of
people think the executives at Airtel outlets, Airtel lobbies giving good response
and they are solving customer problems.
0
20
40
60
80
100
120
Yes No

42. 42
10. Awareness of Customers towards Value Added Services.
Customer Opinion No of Respondents
Yes 88
No 62
Total 150
Table no. 10
Figure no. 10
Interpretation:
According to this survey out of 150customers, 41.33percentage of customers
aware about value added services and reaming 58.66percentage of the
customers are not aware of value added services.
0
10
20
30
40
50
60
70
80
90
100
Yes NO

43. 43
11. Services Preferred.
Customer Preference No of Customers
Hello tunes 36
Updating news 15
Others 20
None 79
Total 150
Table no. 11
Figure no. 11
Interpretation:
According to this analysis out of 24percentage customers, most of the
customers not willing to use value added services and 18.4percentage of the
customers like hello tunes, 9.6percentage of the customers updating news and
15percentage of customers like other value added services.
0 20 40 60 80 100
Hello tunes
Updating news
others
none

44. 44
12. Modification of Services.
Customers Preference No of Customers
Yes 92
No 58
Total 150
Table no. 12
Figure no. 12
Interpretation:
According to this analysis out of 150 customers, more than 70percentage of
customers want modification of Airtel services and remaining 30percentage of
the customers don’t want any modifications.
0 20 40 60 80 100 120 140 160
yes
no

45. 45
CHAPTER 5
CONCLUSION

46. 46
FINDINGS:
 Most of the customers aren’t happy with the Executives.
 Most of the customers are unhappy, as their problems are not being
solved immediately.
 Nearly 40percentage of the customers dont feel good about the network
coverage areas like Akkayyapalem and Seethammadhara where network
coverage is poor.
 Most of the of the churned-out customers are well satisfied with the good
network of Airtel but are not satisfied with the customer service provided
in the Airtel showrooms.
 Majority of the customers feel good about Airtel services and it has
average rating on the case of its customer provided in the Airtel
showrooms.
 The uneducated people think Airtel is the best Network because the brand
name of the Airtel is influence the small city customers.

 Executives at Airtel lobbies and outlets unable to understand customers.

47. 47
SUGGESTION:
1. Care should be taken for efficient and timely response to the customer
problems.
2. Outlet to the back office operations should be fast to solve the customer
problems.
3. The executives shouldn’t talk on their mobiles while interacting to the
customer to the customer inside the Airtel showroom.
4. The executives should be given training on the aspects where they are
lacking in (like a smile to the customer, solving the queries at lease.
making feel the customer comfortable, updating the new Airtel product to
all the customers).

48. 48
CONCLUSION:
Telecommunication sector is an emerging and ever changing sector; they are
many ups and downs in this industry. This is one of the sectors with many ups
and downs in this industry. This sector has many hiccups and lot of challenges
to face. The telecom sector is an sever changing sector and the service providers
need to update themselves to the upcoming changes. The motto of any telecom
service provider is to make the customer feel happy, because sector is divided
into GSM LADLINE and WILL phones. There are five major players in the
GSM revolution. The primary duty of these providers is to make the customer
happy.
Wireless telephone is having wide range of impact. They are moving beyond
simple communication device and fast becoming the smoke-alarm of the 90 s
the most communication conceptual image of the wireless telephone user is that
of the business waling down the start or airport with a phone to his /her ear,
making a deal. How ever, in reality, wireless phone has become an instrumental
part of many.

49. 49
BIBLIOGRAPHY
I got the information from the following sources:
Search Engine: www.google.com
The sites are:
1. www.businessstandard.com
2. www.ask.com
3. www.niu.edu

50. 50
ANNEXURE

51. 51
QUESTIONNAIRE
Name:
Contact No:
Address:
1. Occupation:
a) Employee b) Student c) Business man
2. Age group:
a) 0-15 Years b) 16-30 Years c) 31-60 Years d) Above 60
3. Which type of service are you using?
a) Prepaid b) Post paid
4. Did you like Airtel Service?
a) Yes b) No
5. If yes what do you like in Air-tel Service?
a) Net work Coverage b) Customer Care c) Call Charges
d) Offers
6. If no please specify where do you face problems?
a) Net work Coverage b) Customer Care c) Others (Specify)
7. How do you interact or convey Your Problems Airtel?
a) Visiting branches b) Customer Care c) Cell Shops

52. 52
8. How was the response from our Reprehensive?
a)good b)average c)poor
9. Did they solve your problems Airtel?
a) Yes b) No
10. How do you rate the Airtel?
-Network Coverage a) good b) Average c) Poor
-Customer Care a) good b) Average c) Poor
-Value added services a) good b) Average c) Poor
-Over all a) good b) Average c) Poor
11. Are you aware about value added services (vas?)
a) Yes b) No
12. Which Type of value added services are you prefer mostly?
a) Hello tunes b) Updating news c) Cricket Scores d) Astrology
13. Which Service network Provides better value added
Services?
a) Airtel b) Hutch c) BSNL d) Other (Specify)
14. Do you think that there is necessity for Airtel to modify its Services?
a) Yes b) No
15) Give your Valuable Suggestions to improve Airtel Services?
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