Nandita Airtel
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Transcript of Nandita Airtel
AIRTEL CUSTOMER SATISFACTION
INTRODUCTION
Airtel was introduced in India in 1990.
It is a brand of telecommunication services and largest cellular service provider in India
3rd largest wireless operator in the world
By 2010 Airtel-the most admired brand in India
In this project we are trying to find out the customers level of satisfaction with the services provided by airtel.
The steps that we are going to follow in the whole process are as follows:-Problem definition.Research design.Field work.Data entry.
SYNOPSIS
Analysis of data.Report preparation.Suggestions.Conclusion.
We are concentrating on all the business lines of airtel.
SYNOPSIS Cont….
The over all objective of conducting this survey is to find out how customers feel about airtel and providing suggestions to the airtel dealers regarding how to improvise things to make airtel more effective.
objective
CUSTOMER SATISFACTION
Customer satisfaction in terms of :-Price
Connectivity
Offers
Cross products
Customer care
Online survey .Personal Interview.Distributing questionnaire.Field study.Market survey.
Types of survey
Airtel services
More than 85% of the users are satisfied with the airtel services.
Excellent 13
Good 21
Poor 3
Very poor 3
Excellent Good Poor Very Poor0
5
10
15
20
25
Series1Series2
CATEGORY MALES FEMALES
EXCELLENT 6 7
GOOD 11 10
POOR 1 2
VERY POOR 2 1
CUSTOMER SERVICES
Users are satisfied with the customer services.More than 80% of the users feel the customer services are satisfactory.
Excellent 14
Good 19
Poor 5
Very poor 2
Excellent Good Poor Very Poor02468
101214161820
Series1Series2
SIGNAL CONNECTIVITY
Signal connectivity provided by airtel is satisfactory to the customers.
According to statistics more than 75% of the users are happy with the connectivity of the service.
Excellent 16
Good 14
Poor 6
Very poor 4
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
Series1Series2
OFFERS,VALUE ADDED SERVICES
More than 75% are satisfied with the offers and value added services provided by airtel.
Excellent 13
Good 17
Poor 10
Very poor 0
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
18
Series1Series2
HANDSETS PROVIDED BY AIRTEL
Excellent 13
Good 16
Poor 8
Very poor 3
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
Series1Series2
TARIFF PLANS AND VOUCHERS
Tariff plans and vouchers available with airtel cover all the various segments of the society.
More than 85% of the users are satisfied with the plans and vouchers.
Excellent 13
Good 21
Poor 5
Very poor 1
Excellent Good Poor Very Poor0
5
10
15
20
25
Series1Series2
AVAILABILITY OF SIMS and RECHARGE COUPONS
68% of the customers are satisfied with the availability of Sims and Recharge coupons.
Excellent 15
Good 12
Poor 10
Very poor 3
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
Series1Series2
ROAMING SERVICES
68% of the people are satisfied with the roaming services provided by airtel.
Excellent 11Good 16Poor 7Very poor 6
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
Series1Series2
GPRS AND INTERNET
85% of the customers are satisfied with the GPRS and INTERNET facility provided by airtel.
Excellent 13
Good 21
Poor 3
Very poor 3
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
18
20
Series1Series2
AIRTEL COMPARE TO OTHERS
83% are satisfied with the Airtel compare to the others.
Excellent 18
Good 15
Poor 6
Very poor 1
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
18
Series1Series2
AIRTEL BROADBAND SERVICES
88% are satisfying with the broadband services provided by airtel.
Excellent 17
Good 18
Poor 4
Very poor 1
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
18
Series1Series2
CATEGORY STUDENTS OTHER USERS
EXCELLENT 11 7
GOOD 12 6
POOR 2 1
VERY POOR 1 0
AIRTEL DISH TV
75% are satisfied with AIRTEL DISH TV service.
Excellent 8
Good 22
Poor 8
Very poor 2
Excellent Good Poor Very Poor0
5
10
15
20
25
Series1Series2
CUSTOMER SATISFACTION AT SHOWROOMS
85% of customers are satisfied at showrooms.
Excellent 15
Good 19
Poor 5
Very poor 1
Excellent Good Poor Very Poor0
2
4
6
8
10
12
14
16
18
20
Series1Series2
SUGGESTING FOR FRIENDS AND FAMILY
85% are suggesting the Airtel family and friends.
Excellent 13
Good 21
Poor 3
Very poor 3
Once Twice Thrice Or more0
2
4
6
8
10
12
14
16
Series1Series2
FULL VALUE OF MONEY
YES 25
NO 15
YES NO0
5
10
15
20
25
Series1
CATEGORY MALE FEMALE
YES 13 12
NO 07 08
Pie diagram showing number of users
No. of FEMALES using Postpaid services15%
No. of FEMALES using Prepaid services35%
No. of MALES using Postpaid services15%
No. of MALES using Prepaid services35%
Chart Title
CATAGORY MALES FEMALES
POSTPAID CARD 6 6
PREPAID CARD 14 14
PIE DIAGRAM SHOWING Some fact about the survey
NUMBER OF MALES AND FEMALES
50%50%
Chart Title
Total No. of FemalesTotal No. of Males
NUMBER OF PREPAID AND POSTPAID CARD USERS
70%
30%
Chart Title
Total No. of Prepaid Card UsersTotal No. of Postpaid Card Users
The method we have used is online survey Survey is conducted for 40 customers (total sample size) 20 males and 20 females 28 prepaid and 12 postpaid
Customers Satisfaction :-
Airtel Services -80%
Customer Services-80%
Signal connectivity-75%
Offers and Value added Services-75%
Handsets provided by airtel-72%
Tarif plans and vochures-85%
Availability of sims and recharge coupons-68%
REPORT
Roaming services-68%
GPRS and Internet-85%
Airtel compared to others-83%
Airtel broadband services-88%
Airtel dish TV-75%
Customer satisfaction at showrooms-85%
Suggesting for friends and family -85%
Full value of money-62%
REPORT Cont…
Based on the analysis almost 74% people are happy with the services.Need to concentrate more on the tariff plans to attract students and corporate customers.According to the survey people still find difficulty in obtaining recharge coupons. Apart from the mobile services need to concentrate on other areas of business also.Extend their services in all parts .
SUGGESTion
The aim of the survey- Estimate the extent of satisfaction of airtel users with the quality of services provided by airtel.Satisfaction in terms of price, connectivity etc measured by means of survey.(online questionnaires).Sample size- 40.The find of the survey- the users consider most of the services provided by airtel as good or excellent.Availability of recharge coupons and aspect of value for money need tending to, for increased customer satisfaction.
CONCLUSION
THANK YOU