dish tv ppt

To do comparative analysis of Recharge

satisfaction for different DTH players of India

94% 96% 98%96%90%

96%

57%

20%28%

85% 84%96%

31%

6%

22%

39%28%

56%

DELHI (150) HARYANA(50) PUNJAB(50)

Product Availability

Dish TV Tata sky Big TV

Airtel Sun Direct Videocon

DISH TV

TATA SKY

AIRTEL

BIGTV SUNDIRECT

VIDEOCON

DELHI 141 144 128 86 47 59

HARYANA

48 45 42 10 3 14

PUNJAB 49 48 48 14 11 28

Availability is not an area of concern

95%

73%

100%94% 93%

98%99%95% 98%

93%

60%

86%

98%

67%

91%90%

64%

96%

Delhi Haryana Punjab

Entry Offer

Dish Tv Tata Sky Airtel

Big TV Sun Direct Videocon

DISH TV TATA SKY

AIRTEL BIG TV SUN DIRECT

VIDEOCON

DELHI 134 136 127 80 46 53

HARYANA

35 42 40 6 2 9

PUNJAB 49 47 47 12 10 27

•The awareness about entry offers is limited in Haryana.

•In Delhi and Punjab, the scenario of Dish TV dealers’ awareness is quite fine

•Distributors need to be more in touch with dealers, as they are the only source of information

95%

79%

98%

0% 0% 0%

99% 95% 94%

0% 0% 0%

98%

33% 36%

0% 0% 0%

Delhi Haryana Punjab

Recharge Offer


Big tv Sundirect Videocon

DISH TV TATA SKY


VIDEOCON

DELHI 134 0 127 0 46 0

HARYANA

38 0 40 0 1 0

PUNJAB 48 0 45 0 0 0

•Situation is not different from Recharge offers

•The company and distributors need to be more active

•Close competition by Airtel in all three states.

COMPANY 20%

DISTRIBUTORS 24%

OTHER DEALER8%

NOT KNOW20%

CUSTOMER28%

INFORMATION

Mode of Recharge

29%

56%

15%

37%

47%

16%

31%

45%

16%19%

57%

17%11%

62%

19%

0%

68%

32%

EPRS Voucher Oxygen


Big TV Sun Direct Videocon DELHI

DISHTV 141

TATA SKY 144

AIRTEL 128

BIG TV 86

SUN DIRECT 47

VIDEOCON 59

EPRS 41 53 40 16 5 0

VOUCHER

79 68 58 49 29 40

OXYGEN

21 23 21 15 9 19

Frequent trouble complains in EPRS recharge option, vouchers are preferred over others that are not the case with other brands who use all other options.

31%

56%

13%

36%

49%

16%

43%48%

10%

20%

60%

20%

33%

67%

0%

21%

64%

14%

EPRS VOUCHER OXYGEN

HARYANA

Dish Tv Tata Sky Airtel Big TV Sun direct videocon

DISH TV (48) TATA SKY (45) AIRTEL (42) BIG TV (10) SUNDIRECT (3) VIDEOCON (14)

EPRS 15 16 18 2 1 3

VOUCHER 27 22 20 6 2 9

OXYGEN 6 7 4 2 0 2

24%

61%

14%

40%

48%

13%

42%46%

13%

21%

36%

43%

18%

64%

18%14%

68%

14%

EPRS VOUCHER OXYGEN

Punjab

DISH TV TATA SKY AIRTEL

BIG TV SUN DIRECT VIDEOCOn

DISHTV 49

TATA SKY 48

AIRTEL 48

BIG TV 14

SUN DIRECT 11

VIDEOCON28

EPRS 12 19 20 3 2 4

VOUCHER

30 23 22 5 7 19

OXYGEN

7 6 6 6 2 4

Punjab Dealers are also facing same the problem in Dish TV with EPRS, that’s why they are try to avoid use EPRS and prefer to voucher.

57%63%

82%

43%38%

16%23%

0%8%

DELHI HARYANA PUNJAB

AVAILABILITY

YES NO NOT DEAL


YES 66 30 37

NO 49 18 7

NOT DEAL 26 0 4

Dealer having availability problem in Haryana.

•Situation is much better in Punjab

•Issues of dealers related to vouchers need to be tackled immediately in order to get satisfied set of dealers

32%

23%26%

20%25%

34%

24%

38%

3%8%

0%

16%

24%

15%

26%


ProblemsConfirmation SMS Late Recharge Voucher Not available

Frequent Change in offer Customer care

CONFIRMATION

SMS

LATE RECHAR

GE

VOUCHERS NOT

AVA.

FREEQUENT

CHANGES IN

PRICE

CUSTOMER CARE

DELHI 40 25 30 10 30

HRAYANA

11 12 18 0 7

PUNJAB 10 13 1 6 10

•Delay in getting confirmation sms is the biggest issue in Delhi

•Unavailability of Vouchers in Haryana is a matter of concern

•Punjab dealers is facing the problem of late recharge

Late charges38%

Downgrade Charges

37%

No charges16%

Not any Idea9%

Extra Charges

•Dealers are aware about extra charge on downgrade of the plan, i.e. Rs 40.They are also aware about extra charges for late recharge.

36%

46% 43%

18%11% 14%

63%

28%

40%

79% 80%

90%

78%

35%43%

78%86%

90%

Availability Offer Price Quality Customer Satisfaction After Sale Service

Dish TV Tata Sky Airtel

DEALER FEEDBACK (TOP MOST RATING “EXCELLENT”)

•Offers of Dish TV are better than other two

•Tata Sky is leading in case of quality, customer satisfaction, and after sale service

•Prices of different DTH brands don’t have much difference, they are almost same

43%

20%

11%7%

20%

69%

14%9%

5%0%

66%

16%8% 5% 5%

52%

23%20%

0%

16%

28% 26% 28%

0%

15%

42%

25%19%

3%10%

Weekly 2 weeks Monthly Any time No One Visit

DELHI

Dish TV TATA SKY AIRTEL BIG TV SUNDIRECT VIDEOCON

DISH TV

TATA SKY


VIDEOCON

WEEKLY 60 100 85 45 13 25

2 WEEKS

28 20 20 20 12 15

MONTHLY

15 13 10 17 13 11

ANYTIME

10 7 7 04 0 2

NO ONE VISIT

28 0 6 14 7 6

•Only 43% dealers weekly visited by local distributor

•Tata Sky and Airtel dealers are much satisfied in this case

•Interaction is lacking, which ultimately fading the image of Dish TV for dealers, and then customers as well

42%

73% 76%

10%

0%

29%23% 22% 19% 20%

0%

21%

10%4% 5%

20%

33%

14%

4%0% 0%

40%

0%

21%21%

0% 0%

10%

67%

14%

DISH TV TATA SKY AIRTEL BIG TV SUNDIRECT VIDEOCON

HARYANAWEEKLY 2 WEEKS MONTHLY ANY TIME NO ONE COME

DISH TV

TATA SKY

AIRTEL BIG TV SUNDIRECT

VIDEOCON

WEEKLY 20 33 32 1 0 4

2 WEEKS 11 10 8 2 0 3

MONTHLY

5 2 2 2 1 2

ANYTIME

2 0 0 4 0 3

NO ONE VISIT

10 0 0 1 2 2

•42% dealers weekly visited by distributors in Haryana

•Strong competition by Tata Sky and Airtel Digital

•Due to frequent visit of distributor of other brand it affects our market share. Dealers take more interest in other brands in Haryana upcountry.

34%

23%20%

0%

34%

52%

31%

10%6%

0%

67%

18%

11% 11%

2%7%

4%

21%

0%

18%

28%

11%

0% 0%

33%

58%

38%

12%

0% 0%

WEEKLY 2 WEEKS MONTHLY ANYTIME NO ONE COME

PUNJAB

DISH TV TATA SKY AIRTEL BIG TV SUN DIRECT VIDEOCON

Airtel distributer is most frequent visitors in Punjab.

In Punjab Dish TV dealers refrain from visiting outlets in case is opposite for Airtel and Tata Sky.

92% 29%89%

7%

90% 31%

60%

6%87% 38%

39%

4%

91% 30%

22%

3%

83% 34%

23%

6%

93% 31% 20% 5%

Leaflet Danglers Glowsign standees

DELHIDish TV TATA SKY AIRTEL BIG TV Sun Direct Videocon


LEAFLET 130 129 111 78 39 55

DANGLERS 41 45 48 26 16 18

GLOW SIGN 126 87 50 19 11 12

STANDEES 10 4 5 3 3 3

92% 10%15%

89% 7% 4%

86% 10% 12%

Leaflet DangleRS Glow sign

HARYANA



LEAFLET 44 40 36

DANGLERS 5 3 4

GLOWSIGN 7 2 5

56%8%

92%

4%

61%33%

59%

2%

83% 40%

49%

2%

54% 14%

7%

4%

83% 17%

17%

8%

68% 36%21%

21%

Leaflet danglers Glowsign standees

PUNJABDish TV Tata Sky Airtel Big tV Sun direct Videocon


LEAFLET 27 28 39 15 10 19

DANGLERS 4 15 19 4 2 10

GLOWSIGN 44 27 23 2 2 6

STANDEES 2 1 1 1 1 6

What other brands do better than Dish TV

Customer care35%

Insatllation14%

service23%

After sale service28%

Better than Dish TV

Customer Care:-

1)They don’t get their complaints resolved in one time, they have to call twice or thrice for that, which is not the case with other DTH brands.

2) One of the biggest problems of Dish TV is its Customer Care and Customer Service which is definitely not up to the mark. The CC executives lack professionalism in their attitude and after-sales support in certain areas are allegedly poor.

Installation

1)Dish TV don’t have its own engineers like other brands, especially Tata Sky and Airtel Digital. It creates problem at the time of installation because the engineers available at that time, not able to install it properly

2)Dish TV charge extra charges for installation, whereas there are no such extra charges in case of other brands.

3)The customers don’t get proper demonstration of the product

Services:-

1)Dish TV dealers don’t have any toll free number to register their complaints like other brands.

2)Dealers have SMS facility also to get information, or register their complaints, which is also chargeable i.e., Rs.3 per sms.

After Sale service

1)The dealers don’t get proper demonstration of the product, the demo is being provided only at the time of installation. In case dealer is having problem, he don’t get proper response even after being informed.

2)The quality of Dish TV set top box is also not up to the mark, as per the complaints we are getting regarding it.

3)In case there is any complaint regarding improper working of set top box to Dish TV, it’ll take so much time to resolve the complaint of the customer. At the same time, the approach is first to repair the set top box, and in case it is not possible to repair it, then the replacement is made. Whereas in case of Tata Sky customers, they immediately replace the set top box without making any efforts to repair it.

4)Dish TV dealers are also facing problem when they recharge through EPRS, they get late and unclear confirmation. Whereas in case of Tata Sky and Airtel Digital, dealers get immediate confirmation with the name of customer mentioned in the text message.

35%

52%

31%

22%

31%29%

12% 10%8%

30%

8%

31%

DELHI (141) HARYANA(48) PUNJAB(49)

LIKING IN DISH TV

OFFER PRICE EVERTHING OK NO comment

OFFER PRICE EVERTHINH OK NO COMMENT

DELHI 49 31 17 43

HARYANA 25 15 5 4

PUNJAB 15 14 4 15

16%

39%

14%

30%31%

42%

21%

8%

31%29%

18%20%

QUICK RECHARGE CONFIRMATION SMS SUPPORT NO COMMENT

Better Recharge facility


QUICK RECHARGE CONFIRMATION SMS SUPPORT NO COMMENT

DELHI 23 55 20 43

HARYANA 15 20 10 4

PUNJAB 15 14 5 10

60%

50%

100%

0%

56%

44%

CONSUMER DURABLE RECHARGE OUTLET

TYPES OF OUTLET


Haryana :- All are consumer durable

PROBLEMS AND RECOMMENDATION

NON AVAILABILITY OF VOUCHERS

Approximately 40% of dealers were facing this problem.This seems to be en-cashed by its competitors , who ensure high availability of all the product in the market virtually all the time.

Recommendation

The company requires to ensure high availability and

better inventory management of the Vouchers to

serve the dealers’ needs better.

PROBLEM IN EPRS RECHARGE PROCESS

Late recharge

Not clear confirmation SMS to customer or dealer

Vouchers are preferred over others that are not the case with other brands

who use all other options. Availability of voucher is another issue in Dish TV.

RECOMMENDATION

Improve processes and techniques: In order to make recharge or

activation process more transparent and user friendly, the EPRS

technology needs to be upgraded consistently

CUSTOMER CARE IS NOT UPTO THE MARK

Dish TV is its Customer Care and Customer Service which is definitely not

up to the mark. The CC executives lack professionalism in their attitude.

RECOMMENDATION

Call Monitoring and Recording:- This technology helps to improve the overall customer service by remote call monitoring, live monitoring, order entry, call history and 100% call recording and management.

Toll Free number: Provide Toll free number.

INSTALLATION

Many dealers say they recommend Tata Sky and Airtel

because they get the installation done much faster in

comparison to Dish TV. With Dish, it takes up to 3-4 days

sometimes.

RECOMMENDATION Proper communication between dealers and installation

team.

Set standard time for installation.

Frequent changes in price of packages:-

Dish TV changes the price plans and offers more frequently as compared to

other DTH providers. This along with improper communication confuses

customers which beings down the consumer satisfaction levels.

RECOMMENDATION

Standardized the price plans and avoid frequency changing in price. Should pre inform the customers about the offers and changes well in advance. This in a way, I feel would create more brand loyalty and preference

Due to the bad EPRS system of Dish TV, they are not able to recharge higher amount and as they face such problems frequently, they try to recommend other DTH brands to their customers. (Punjab)

The dealers mostly prefer to sell Tata Sky and Airtel because their installation system is very fast. Also if dealers are committed to their customers regarding any specific time limit, the other DTH brands never let them feel down, which helps the dealers to keep good relation with their customers. ( GURGAON)

The dealers generally sell recharge vouchers of Tata sky worth Rs 1lac per month, but in case of Dish TV they only sell vouchers worth Rs 5-10k. The main reason behind it is lack of availability and also poor EPRS system. It took long time to recharge. So dealers push its customer towards Tata sky and Airtel Digital. (DELHI)

There has been problem on the behalf of the distributers front, distributer have been setting there own price and negotiating according, this has been matter of loss for the dealers in most the case the profit got is not up to the mark. (Haryana)

BY RAJIV KUMAR SINHA GALGOTIAS BUSINESS SCHOOL

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