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SHREEYASH PRATISHTHANS

SHREEYASH INSTITUTE OF MANAGEMENT

AURANGABAD

PROJECTREPORT

ON

Customer satisfaction seen in Reliance Telecom

SUBMITTED BY:GANESH APPASAHEB JAGTAP

SYIM-16

UNDER GUIDANCE OF

Prof. FAROOQUE A. MAJED

DR. BABASAHEB AMBEDKAR MARATHWADA UNIVERSITY,

AURANGABAD

2010-2011

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SREEYASH INSTITUTE OF MANAGEMENT

DECLARATION

I, hereby declared that this project submitted by me in my partially fulfillment of

master of business administration is a genius work of mine.

It has not being submitted either fully or partly to this or any other institute prior, in

any other connection.

GANESH A. JAGTAP

M.B.A. (IV SEM)

SYM-16

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CERTIFICATE

This is to certify that MR.GANESH APPASAHEB JAGTAPis a student of

M.B.A. marketing IV SEM has successfully completed the project entitled

CUSTEMER SATISFACTION SEEN IN RELIANCE TELECOM as per the

requirement of DR. Babasaheb Ambedkar Marathwada University, Aurangabad in partial

fulfillment of M.B.A.(Master Of Business Administration) course in the academic year

2010-2011.

Dr. M.V. MANKAR PROF. FAROOQUE A. MAJED

Director Project guide

SYIM Aurangabad.

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ACKNOWLEDGMENT

My foremost thanks to project guide Prof. Farooqui A.Majed, Shreeyash institute of

management, Aurangabad for his valuable guidance during the course of my project.. I

am also thankful to our Director Dr.M.V.Mankar, for motivating me in my project.

For a M.B.A. student, his regular project is very important for the carrier,

everybody wishes to get a good organization for project, which have contributed forming

to get project & gave me a chance to work with such topic and learned out most of it.

Thanking You

GANESH A. JAGTAP

M.B.A. MARKETING (IV SEM)

SYM-16

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INDEX

SR.NO. PARTICULARS PAGE NO.

1. EXECUTIVE SUMMARY 6-8

2. INTRODUCTION 9-13

3. OBJECTIVES 13-14

4. INDUSTRY PROFILE 14-35

5. RESEARCH METHODOLOGY 36-40

6.DATA ANALYSIS AND

INTERPRETATION41-51

7. FINDINGS 52-53

8. SUGGESTIONS 54-55

9. CONCLUSION 56-57

10. LIMITATIONS 58-59

11. BIBLIOGRAPHY 60-61

12. ANNEXURES 62-65

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EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY

Customer satisfaction is a key factor towards an organization for its future

performance .If the customers are satisfied with the products they are not shift to the other

products. The main objective of this project work to measure the satisfaction level of

Reliances existing prepaid customers. To understand the customer expectations from

prepaid connections as provided by the Reliance communication.

For analysis of this data I have prepared questionnaire which includes questions

like, what is the main reason for selecting Reliance prepaid connection?. Which kind of

prepaid connection? etc.

The number of respondent is 100 from Aurangabad city. After collection of data I

analyze and interpret data using Bar diagrams after analyzing data some findings are, The

customers were average satisfied with the offers offered by the company. The existing

customers did not have any problem with the quality of the product and the services

provided by the company. The new customers wanted the connection because of the

quick connection facility of the Reliance.

It was found that many customers were unaware of the sales promotional scheme

provided by Reliance communication. The customers did not know of such schemes the

Reliance was having. Few customers were unhappy with after sales services provided by

the company and that s why these customers were going for the competitor s products.

After explaining the scheme to the customers, it was found that customers wanted the

Reliance communication. Also they found the scheme to be more beneficial.Customers is

not satisfied with coverage and GPRS.There is congestion problem for services.

Since many decades, aggressive sales and promotion approach has been followed

majorly by all organizations, irrespective of their size, scope of operations or domains. To

conclude, it can be said that so far Reliance has positioned itself in the Indian market

without any aggressive promotional strategy.

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The geographical scope of my project was limited to AMC regions. From the

project I came to know about the buying behavior of the customer. Reliance

communication Product Position in the customers mind and how to deal with customers.

From the project work it also came to know the problems faced by the customers. All this

is presented in the report in different chapters. Some conclusions are, The Company is

now trying to set up its brand image through aggressive promotional activities and

improved customer support system. Reliance has been targeting the customers for large

account sales. Awareness among people with Reliance is average only they have captured

the name more aptly, thanks to extensive advertising.

Some suggestions are, the existing customers were not happy with the After Sales

Services, and so company should improve the customer care department. As these

customers are Reliances market share is increasing due to the reputation and the tariff

plans that the company is providing, so the company should continue with the plans so as

to maintain the progress rate. The company should employ some persons so as to provide

the quick on net, as desired by the customers and better services. Future also company

should use such schemes so as to get the maximum share of the market by increasing the

sales.

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INTRODUCTION

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INTRODUCTION

The ultimate aim of every organization is to sell the products, which the company

manufactures and to make profit. A successful product or service means nothing unless

the benefit of such a service can be communicated clearly to the target market. Todays

world is full of competition and manufacturing the product is not enough, the same

product needs to be communicated or the consumers should be made known about the

availability of the product. Also it becomes important to propagate the additional features

about the product.

.

Introduction To The Topic

At RELIANCE COMMUNICATION (RCOM) I was assigned with the topic as:

Analysis on customer satisfaction for Reliance prepaid connections at Aurangabad for

my project work.

Customer satisfaction:

The degree to which a customers expectations are fulfilled or surpassed by a product. In

a competitive marketplace where businesses compete for customers, satisfaction is seen

as a key differentiator and become a key element of business strategy.

Some facts about customer satisfaction:

1) A highly satisfied customer generally talks favorably about the company and its

products, pay less attention to competing brands and are less sensitive to price offers.

2) High satisfaction or delight creates an emotional bond with the brand or c Company.

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3) Two consumers are satisfied or dissatisfied for different reasons.

4) For consumer centre companies, consumer satisfaction is goal as well as a marketing

tool.

Methods to measure customer satisfaction:

Organization are increasingly interested in retaining existing customers while targeting

non customers, measuring customer satisfaction provides and indication of how

successful the organization is at providing products or services to the marketplace.

Customer satisfaction can be measure with the help of following tools:

1. Periodic Surveys

2. Consumer Loss Rate

3. Mystery Shoppers

4. Monitor Competitors Performance

If we summaries all the measures then we can say that, customer satisfaction can be

achieved by following only 7 steps. These steps are as follows:

1. Encourage face to face dealings.

2. Respond to message promptly & keep our clients informed.

3. Friendly and approachable.

4. Should have clearly-defined customer service policy.

5. Attention to detail.

6. Anticipate our clients needs and go out of way to help them out.

7. Honors our promises.

The main objective of the project was to Study the level of customer satisfaction for

Reliance. The company had a Sales Promotional plans for which, I was asked to promote

the offer and to study the effectiveness of the scheme.

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Reason For Selection Of This Topic

My primary objective was to promote the GSM Lifetime cards and to promote

the different offers of the company. While promoting the product, I was using the

Personal Selling Tool to promote the GSM Lifetime cards to the customers. I had a good

chance to interact with the customers and to under stand the concerns of the customers

and problems faced by the existing customers.

This project work also gave me the opportunity to understand The Buying

Behaviour of the customers in case of Telecom Industry and customer satisfaction about

the company.

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INDUSTRY PROFILE

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Indian Telecom Industry

BACKGROUND

One of the fastest growing industries in the world, the thrust in India is on improving

basic telephony services followed by value-added ones. Across the world, in fact, MNCs

are investing in developing countries because of a huge latent demand unlike in the

developed world, where telephone penetration has reached saturation levels. Historically,

the telecommunications sector was initiated and controlled by the government. But in the

last two decades, all over the world, the sector has undergone a lot of restructuring,

opening up to the private sector and competition.

In the developing world, that has triggered an influx of foreign capital and technology. In

spite of all the delays, India has managed to take steps towards the privatization of and

introduction of competition in basic telecom services. The government announced a new

telecom policy, which clarifies the future role of the Department of Telecommunications

(DoT). All this aims to promote investments in the telecom sector.

Indian Telecom Industry Grows 45% in FY09 10

Telecom Regulatory Authority of India (TRAI) released its Nov 2010 telecom

subscription data. Indian Telecom Industry reported a 3.3% month-to-month growth in

Nov 10.

54.3 core people in India with a Telephone connection

Tele-density at 46.32

1.76 new wireless connections in Nov 10

Broadband Subscription at 75.5 lakhs

Indian Telecom Industry in India has reported robust growth in 2009 despite global

economic slowdown thanks to the affordable tariff options and attractive offers from

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different mobile service providers. 16.9 crore new phone connections have been added in

last 12 months period a 45.19% growth. Wireless segment reported 50.57% growth in

the period but Wire line connections decreased by 2.34% in the period a major setback to

BSNL and MTNL which holds majority of Wire line connections in India.

Year Tata BSNL Vodaphone Airtel Reliance Idea Aircel

Nov 09 5.3992 6.0780 8.8607 11.6013 9.0987 5.5905 2.9354

Nov 107.4961 8.096 11.7543 14.4667 14.8675 9.4568 3.8739

Change 74% 34.2% 50.8% 39.9% 52.7% 70.4% 90.8%

Aircel, Tata Teleservices and Idea reported highest growth in the last 12 months period. In Nov 2010 Tata Teleservices added more number of connections (18.84%)

followed by Bharti Airtel (15.85), Vodaphone (15.74%) and Reliance Communications

(15.7%) a clear signal that subscribers are more inclined to attractive tariff plans.

Reliance made a major improvement in Nov 10 (15.7%) compared to Oct 09

(12.56%) due to the Simply Reliance attractive tariff structure. BSNL also advanced in

Nov 09 may be due to the introduction of its 3G services in some cities.

One thing is very clear from last few months data customers are looking for

attractive tariff plans and cheap call rates, they cannot be fooled with just some simple

freebies like extra talk time or an extended validity offer. December month data may give

clearer picture as Uninor started its operation in India in Dec 09 with very simple

packages with lowest call rates.

Prior to Tata Docomos entry Mobile service providers in India were attracting

customers with simple freebies like talk time offers, extended validity, cheap calls to

same provider numbers, low night talk time etc while holding the actual call rates at very

high levels.

But those things are the past. Now customers have so many options. Customer is

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the King now. Providers have to come down to earth to survive in this highly competitive

telecom market in the world.

HISTORY

1851: First operational land lines were laid by government near Calcutta (seat of British

power).

1881: Telophone service introduced in India.

1883: Merger with the postal system.

1923: Formation of Indian Radio Telegraph Company (IRT).

1932: Merger of ETC and IRT into the Indian Radio and cable communication Company

(IRCC).

1947: Nationalizations of all foreign telecommunication companies to form the posts,

telegraph (PTT), a monopoly run by the Governments Ministry of Communication.

1985: Department of Telecommunication (DOT) established, and exclusive provider of

domestic and long-distance service that would be its own regulator (separate from postal

system).

1986: Conversion of DOT into two wholly government own companies. The Videsh

Sanchar Nigam Limited (VSNL) for international telecommunications and Mahanagar

Telephone Nigam Limited (MTNL) for service in metropolitan areas.

1997: Telecom Regulatory Authority of India created.

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1999: Cellular Service is launched in India. New National Telecom Policy is adopted.

2000: Dot becomes the corporation, BSNL.

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COMPANY PROFILE

Growth has no limit at Reliance. I keep revising my vision.

Only when you can dream it, you can do it.

Dhirubhai H. Ambani

Founder Chairman Reliance Group

December 28, 1932 July 06, 2002

ADDRESS

CORPORATE OFFICE RELIANCE OFFICE

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Reliance Infocom Ltd. H-Block, 1st Floor,

Dhirubhai Ambani Knowledge City Dhirubhai Ambani Knowledge City

Navi Mumbai- 400 709 Navi Mumbai- 400 709

Tel: 3037 3333

PUNE REGION OFFICE

Reliance Communications & Web World

Bajirao Road, Swargate

COMPANY PROFILE

Reliance Communications pvt.Ltd.

Name of Founder

Dhirubhai Ambani

Name of the Chairman

Anil Dhirubhai Ambani

Vision:

We will leverage our strength to execute complex global-scale projects to facilitate

leading edge information and communication services affordable to all individual

consumers and businesses in India.

We will offer unparallel value to create customer delight and enhance business

productivity.

We will also generate value for our capabilities beyond Indian borders and enable

millions of Indias knowledge workers to deliver their service globally.

Mission:

Meeting and exceeding Customer expectations with a segmented approach

Establishing, re-engineering and automating Processes to make them customercentric, efficient and effective

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Incessant offering ofProducts and Services that are value for money and excitecustomers

Providing a Network experience that is best in the industry

Building Reliance into an iconic Brand which is benchmarked by others and

leads industry in Intention to Purchase and Loyalty

Developing a professional Leadership team that inspires, nurtures talentand propagates RCOM Values by personal example

The RelianceAnil Dhirubhai Ambani Group currently has a market

capitalization of over Rs. 3,20,000 crore, net worth in excess of Rs. 40,000 crore, cash

flows of Rs. 9,000 crore, net profit of Rs. 5,000 crore and zero net debt.

Across different companies, the group has a customer base of over 50 million, the

largest in India, and a shareholder base of over 8 million, among the largest in the world.

Through its products and services, the Reliance - ADA Group touches the life of 1 in 10

Indians every single day. It has a business presence that extends to over 4,500 towns and

300,000 villages in India, and 5 continents across the world.

The interests of the Group range from communications (Reliance Communications)

and financial services (Reliance Capital Ltd), to generation, transmission and distribution

of power (Reliance Energy), infrastructure and entertainment.

ABOUT RELIEANCE

Reliance World (formerly Reliance Web World) is a world-class nationwide chain of

retail outlets for products and services of the Reliance Anil Dhirubhai Ambani Group. It

is designed to give the customer a delightful experience of the digital world of

information, communication, entertainment and utility services.

All Reliance World outlets are connected to Reliances countrywide optic fiber network.

The Broadband Centre at Reliance World leverages this broadband network to bring you

innovative digital services.

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With 234 Reliance World outlets across 105 cities in the country, you are sure to find one

in your vicinity. Find out more about what you can do in Reliance World underServices.

Reliance World is managed by Reliance Web store Limited, part of the Reliance Anil

Dhirubhai Ambani Group.

VISONARY FOUNDER

About Shri. Dhirubhai Ambani

Few men in history have made as dramatic contribution to their countrys economic

fortunes as did the founder of Reliance, Sh. Dhirubhai H Ambani. Fewer still have left

behind a legacy that is more enduring and timeless.

When Dhirubhai embarked on his first business venture, he had a seed capital of barely

US$ 300 (around Rs 14,000). Over the next three and a half decades, he converted this

fledgling enterprise into a Rs 60,000 crore colossusan achievement which earned

Reliance a place on the global Fortune 500 list, the first ever Indian private company to

do so.

Under Dhirubhais extraordinary vision and leadership, Reliance scripted one of thegreatest growth stories in corporate history anywhere in the world, and went on to

become Indias largest private sector enterprise.

Throughout this amazing journey, Dhirubhai always kept the interests of the ordinary

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shareholder uppermost in mind, in the process making millionaires out of many of the

initial investors in the Reliance stock, and creating one of the worlds largest shareholder

families.

A dream comes true

The Late Dhirubhai Ambani dreamt of a digital India an India where the common man

would have access to affordable means of information and communication. Dhirubhai,

who single-handedly built Indias largest private sector company virtually from scratch,

had stated as early as 1999: Make the tools of information and communication available

to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of

mobility.

It was with this belief in mind that Reliance Communications (formerly Reliance

Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic backbone.

This backbone was commissioned on 28 December 2002, the auspicious occasion of

Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002.

Reliance Communications has a reliable, high-capacity, integrated (both wireless and

wireline) and convergent (voice, data and video) digital network. It is capable of

delivering a range of services spanning the entire infocomm (information and

communication) value chain, including infrastructure and services for enterprises as

well as individuals, applications, and consulting.

Today, Reliance Communications is revolutionizing the way India communicates and

networks, truly bringing about a new way of life.

BUSINESS ( Indias leading integrated telecom company)

Reliance Communications is the flagship company of the Anil Dhirubhai Ambani

Group (DAG) of companies. Listed on the National Stock Exchange and the Bombay

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Stock Exchange, it is Indias leading integrated telecommunication company with over 80

million customers.

Our business encompasses a complete range of telecom services covering mobile and

fixed line telephony. It includes broadband, national and international long distance

services and data services along with an exhaustive range of value-added services and

applications. Our constant endeavor is to achieve customer delight by enhancing the

productivity of the enterprises and individuals we serve.

Reliance Mobile (formerly Reliance India Mobile), launched on 28 December 2002,

coinciding with the joyous occasion of the late Dhirubhai Ambanis 70th birthday, was

among the initial initiatives of Reliance Communications. It marked the auspicious

beginning of Dhirubhais dream of ushering in a digital revolution in India. Today, we can

proudly claim that we were instrumental in harnessing the true power of information and

communication, by bestowing it in the hands of the common man at affordable rates.

We endeavor to further extend our efforts beyond the traditional value chain by

developing and deploying complete telecom solutions for the entire spectrum of society.

RELIANCE GROUP (Looking back, looking forward)

Reliance Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri. Dhirubhai H Ambani (1932-2002), ranks among Indias top three private

sector business houses in terms of net worth. The group has business interests that range

from telecommunications (Reliance Communications Limited) to financial services

(Reliance Capital Ltd) and the generation and distribution of power (Reliance

Infrastructure Limited).

Reliance ADA Groups flagship company, Reliance Communications, is India's largest

private sector information and Communications Company, with over 80 million

subscribers. It has established a pan-India, high-capacity, integrated (wireless and

wireline), convergent (voice, data and video) digital network, to offer services spanning

the entire infocomm value chain.

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Chairman's Profile

Anil D. Ambani

Regarded as one of the foremost corporate leaders of contemporary India, Shri. Anil D

Ambani, 48, is the chairman of all listed companies of the Reliance ADA Group, namely,

Reliance Communications, Reliance Capital, Reliance Energy and Reliance Natural

Resources limited.

He is also Chairman of the Board of Governors of Dhirubhai Ambani Institute of

Information and Communication Technology, Gandhi Nagar, Gujarat.

Till recently, he also held the post of Vice Chairman and Managing Director of Reliance

Industries Limited (RIL), Indias largest private sector enterprise.

Anil D Ambani joined Reliance in 1983 as Co-Chief Executive Officer, and was centrally

involved in every aspect of the companys management over the next 22 years.

He is credited with having pioneered a number of path-breaking financial innovations in

the Indian capital markets. He spearheaded the countrys first forays into the overseas

capital markets with international public offerings of global depositary receipts,

convertibles and bonds. Starting in 1991, he directed Reliance Industries in its efforts to

raise over US$ 2 billion. He also steered the 100-year Yankee bond issue for the company

in January 1997

He is a member of:

Wharton Board of Overseers, The Wharton School, USA

Central Advisory Committee, Central Electricity Regulatory Commission

Board of Governors, Indian Institute of Management, Ahmadabad

Board of Governors Indian Institute of Technology, Kanpur

In June 2004, he was elected for a six-year term as an independent member of the

RajyaSabha, Upper House of Indias Parliament a position he chose to resign voluntarilyon March 25, 2006.

Awards and Achievements:

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2011

January 18Reliance Communications draws down ECB of US$ 255 Million (Rs 1155 Cr) for 3GSpectrum Refinancing.

February 14RCOM Announces Q3 Financial Results

February 17Reliance Communications signs pact with Radio Netherlands Worldwide

2010

March 15

Reliance Communications achieves a landmark of 100 million customers

December 3

Reliance Communications to Unveil New 3G Mobile Data Services Portal On Mortality

Platform

Selected by Asia week magazine for its list of Leaders of the Millennium in

Business and Finance and was introduced as the only new hero in Business and

Finance from India, June 1999

Board of Directors

Shri Anil D. Ambani Chairman

Shri. J Ramachandran

Shri S.P. Talwar

Shri Deepak Shourie

Shri A.K.Purwar

Franchise Partnership:

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Reliance World is a world-class nationwide chain of retail outlets for products and

services of the Reliance Anil Dhirubhai Ambani Group. It is designed to give the

customer a delightful experience of the digital world of information, communication,

entertainment and utility services.

Besides providing sales & customer service for Reliance Mobile Handsets, Airtime and

Accessories, customers also experience a whole array of digital offerings in the

Broadband Centre at Reliance World.

All Reliance World outlets are connected to Reliance's countrywide optic fibre network.

The Broadband Centre at Reliance World leverages this broadband network to offer

Broadband Surfing, Online Gaming, Video Conferencing, Digital Electronic News

Gathering, Digital Services, eLearning, eTravel (yatra.com), Virtual Office, My Music

(customized music CD burning) & many more services like Personal Financial Services

(Reliance Money), Big TV (DTH) & Big Flix (DVD rentals).

Reliance World already has 240 retail stores operational in 105 cities of which 129 stores

are successfully run by franchisees. In addition Reliance World is executing its expansion,

increasing the retail reach to 501 retail stores in 170 cities.

We are looking for new franchisee partners for existing & new stores in select cities

across the country to become part of this exciting new age business proposition.

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Milestones

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2009

February 1

Reliance Mobile launches GSM service in Delhi.

March 13

Reliance Communications announces adding a record of 3.3 million wireless

customers in February 2009.

June 10

Reliance Mobile offers BlackBerry service for Rs. 299 per month.

2008

5 January

Reliance Communication adds a record 1.4 million subscribers in December 06

18 January

RCOM shareholders approve tower business with a 99.99% overwhelming

majority.

3 February

Reliance Communicationss market capitalization tops Rs.1 lakh crore on Bombay

stock exchange.

10 May

Reliance sets new record, one million Classic handsets sold in just one day.

18 May

Reliance Communications slashes rate to US and Canada.Its now just Rs 1.99 per

minute.

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25 May

Reliance Communications launches Lifetime Validity Recharge@ just Rs.499.

29 May

RCOM slashes roaming rates by as much as 70 percent.

24 June

RCOM ties up with Cisco to lauch Business Internet Service for SMEs in Pune.

28 November

Fair & lovely scholarship on Reliance Mobile World is winner at the MMA

awards, USA.

2006

1 January

Reliance Infocom launches One Nation Tariff to enable Reliance India Mobile

prepaid users to call anywhere in India at one per minute.

19 January

Reliance demerger adds record Rs.55000 Crore to shareholders wealth.

2005

June

Anil Ambani appointed Chairman of Reliance Infocomm

November

Reliance Infocom hosts the 4th global CDMA Operators Summit.

October

Reliance Web World wins Frost & Sullivan Market Leadership Award for video

conferencing services

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Competitors in Telecom Industries

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THE PROCESS AT RELIANCE MOBILE

The activation of a new cellular connection is prepaid done in the following steps.

PresalesSales

After sales support

1. First, the sales executives convert prospects into customers.

2. In the next step, the required documents are collected from the

customers.

3. Then each document is checked and scrutinized.

4. After that, the file is prepared and is sent for IPOS, where the documentation part

is filled in the Reliance Mobile server.

5. After this, the file is sent in for activation, where the documents are again

scrutinized.

6. If all the documents are found to be correct and in order then the service to that

number is activated. If not the file is again sent back to get the required documents

and the file again goes for IPOS and the steps are followed in the same order until

the file is alright.

7. After all these steps, a verification team is sent to verify the authenticity of the

documents and whether or not the customer stays in the address, as mentioned in

the documents. If any discrepancy is found the connections is barred.

All these steps are very important and are same for postpaid connections as well. The

activation is a very important department as well as the sales team. The documentation

part is given a real good luck because there should not be any discrepancies coming up

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due to false documents.

THEORETICAL

BACKGRPOUND

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THEORETICAL BACKGROUND

CUSTOMER SATISFACTION

Customer satisfaction is 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 and is part of the four perspectives of a balanced

scorecard.

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.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

Customer Satisfaction in 7 Steps

It's a well known fact that no business can exist without customers. In the business of

Website design, it's important to work closely with your customers to make sure the site

or system you create for them is as close to their requirements as you can manage.

Because it's critical that you form a close working relationship with your client, customer

service is of vital importance. What follows are a selection of tips that will make your

clients feel valued, wanted and loved.

1. Encourage Face-to-Face Dealing

2. Respond to Messages Promptly & Keep Your Clients Informed s

3. Be Friendly and Approachable

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4. Have a Clearly-Defined Customer Service Policy

5. Attention to Detail (also known as 'The Little Niceties')

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

7. Honor Your Promises

Why customer satisfaction is important

Dont underestimate the value of customer satisfaction. Its becoming an important area

of competition.

A high level of satisfaction can deliver many benefits, including:

Loyalty: a highly satisfied customer is a loyal customer.

Repeat purchase: a highly satisfied customer buys more products.

Referrals: a highly satisfied customer tells their family and friends about the

product or service.

Retention: a highly satisfied customer is less likely to switch brands.

Reduced costs: a highly satisfied customer costs less to serve than a new

customer.

Premium prices: a highly satisfied customer is willing to pay more for the product

or service.

Customer satisfaction research

Satisfaction surveys are an important method for collecting information about how your

customers think and feel about your brand, product or service.

A satisfaction survey can help you to understand the expectations of your customers,

determine whether your customers believe you are meeting those expectations, identify

new customer requirements or trends in the market and determine what areas of your

business need investment.

A good customer satisfaction survey will also help you to understand the causes of

dissatisfaction among your customers. Once youve identified these issues, youll be ableto implement new practices to improve customer satisfaction.

Many businesses systematically measure customer satisfaction through independent

surveys, feedback forms, mystery shopping and focus groups. Some third party surveys

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also compare the customer satisfaction of major competitors, which allows companies to

benchmark themselves in their relevant sector.

Measuring customer satisfaction doesnt have to be expensive. It can be as simple as

preparing a short feedback form or conducting a brief telephone interview that asks the

customer to rate the product or service on a number of criteria.

Indicators of customer satisfaction

An important indicator of customer satisfaction is the customer retention rate. To

calculate your customer retention rate, you will need to capture data about the total

number of customers and the number of customers switching brands. If you track this

information over time, youll be able to see whether you are improving your customer

retention and satisfaction.

Another tool that has been introduced in Australia is the Net Promoter Scores, which

provide a new metric for measuring customer loyalty. The Net Promoter Scores ask one

simple question about whether a customer would recommend a product or service to a

friend or colleague. This question has been identified as the ultimate determinant of

customer satisfaction or loyalty. Research in the UK and the US has found a clear

correlation between the Net Promoter Scores and revenue growth.

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RESEARCH

METHODOLOGY

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RESEARCH METHODOLOGY

MEANING OF RESEARCH METHODOLOGY

Methodology is a term which becomes first an approach towards inquiry and then later

involves into particular method. In the applied use, it is concerned with selecting specific

technical tools and techniques for collection of data and analyzing it. Research

Methodology is a way to systematically solve the reasonable problem. It may be

understand as a science of studying how research is done scientifically. In it we study the

various steps that are generally adopted by researcher is studying his research problem

along with the logic behind the study.

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Research process:

The marketing research process that was used involves following processes:

Formulating the Research Objectives

Research Plan Design

Determining the sources of Data

Determining Sampling plan

Data Collection

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Processing and analyzing the data

Preparation of Research Report and presentation

1.Research problem

The research was based on study of the satisfaction level of customers for GSM &

CDMA of Reliance prepaid Connections, which the company had. And to gather

the reaction of the people for the same in Pune along with this we also find out the

awareness of Reliances Brand, understand customer expectations from prepaid

connections as provided by Reliance Communications.

2. Research design

The second stage of research process calls for the development the most efficient

plan for gathering the needed information. Designing a research plan calls for the

decision on data source research instrument, contact method and sampling plan.

a) Research approach.

The most suitable approach in this reason was the survey. The survey method is

the data collection is suited for descriptive research. Survey usually includes

research instrument, sampling plans and contact method.

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b) Sampling plan

It includes the customers of Reliance communication is surveyed, the total number

of persons we have is 100 as respondents.

I used stratified sampling method. I divided the whole AMC region in five

area wise stratas as follows.

Connaught place

Satara parisar

Dashmesh nagar

Aurangapura

Military camp

3) Collection of Data

For this project work I collected data from both the Secondary and Primary data sources.

Secondary Data Source:

The Product Leaflets, Information from Companys website, company data base and

companys employees were my Secondary Sources of information. I also referred to

News Papers Advertisementsto collect information for my project work.

Primary Data Source:

I did the survey to collect data from the respondents. I circulated the questionnaire to

respondent to get answers filled and then collected, thus feedback of consumer is taken toanalyze the customer satisfaction towards Reliance prepaid connections. Primary data is

collected by consumer survey and questionnaire method.

4) Analysis of Data

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The purpose of the analysis is to summaries the observations in a such a manner that they

yield the answers to the research problem the data during the research was analyzed with

statistical methods including the pie charts and column graphs for certain objects.

5) Interpretation

A real attempt was done to simplify the project research. On the basis of the analysis of

the collected data, observations the company is provided with the suitable

recommendations in simple and systematic manner. A report is written in organized

appearance.

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DATA ANALYSIS &INTERPRETATION

DATA ANALYSIS AND INTERPRETATION

Sample size: 100

DATA ANALYSIS :-

1. Did you ever subscribe for a Reliance Prepaid connection?

a) Yes b) No

YES NO

100 0

INTERPRETATION :

This question was asked only those have been a subscriber of Reliance Prepaid

connection.

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2. If yes Which type of Prepaid connections you are using?

a) CDMA b) GSM

CDMA GSM

36 64

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0

10

20

30

40

50

60

70

CDMA GSM

Series1

INTERPRETATION :

From the above data analysis it has been seen that 64% of the customer prefer for GSMconnection

3) How long you are related with Reliance service?

a) Below six months b) 6 months to 1 year

c) 1 2 years

Below six

month

6 months to 1

year

1-2 years

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22 48 30

0

5

10

15

20

25

30

3540

45

50

Below six

month

6 months to 1

year

1-2 years

INTERPRETATION :

This question equally focuses the expectation part from the customers, as more the usage

the expectations decreases and the willingness to change to other connection also reduces.

It was found that 22% of people were using their prepaid connections for below six

month; still there were 48% of people who have been using the connections for less than

one year and were more vulnerable. And 30% people using prepaid connection between

1-2 years.

4) What things make you choose your connectivity solution?

a) Call Rates b) Good Coverage

c) Brand Name d) Extra Services

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Call Rates Good Coverage Brand Name Extra services

40 44 4 12

0

5

10

15

20

25

30

35

40

45

50

Call Rates Good

Coverage

Brand

Name

Extra

services

Series1

INTERPRETATION :

This question was put to understand, what factors influence their buying decision. This is

important because it can help us to understand which factors have influence of SMEs to

choose their connectivity solution service

From the data collected, it can clearly be seen that almost 44% SMEs makes their

decision for connectivity services based on Good Coverage. It was also understood that

only 4% SMEs believe in brand name.

5. Why did you choose Prepaid connection as compare to post paid connection?

a) Better Call rate/plans b) No need of deposit

c) Lifetime card service d) Better Network

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Better Call Rate No need of

Deposit

Lifetime card

service

Better Network

50 4 20 26

0

10

20

30

40

50

60

Better Call

Rate

No need

of Deposit

Lifetime

cardservice

Better

Network

Series1

INTERPRETATION :

The above question was included to understand the reason for having a prepaid

connection and not postpaid even when it is easily available. This question would help to

analyze the preconceptions in the minds of the customers and consumers alike, as the

perception of having a prepaid is easily understood

The data collected shows that almost 50% SMEs dont want to recharge time and again,

it is the biggest driving factor them to go for prepaid connections. Another most

important factor is that of the service is not interrupted and is agreed upon by 26%

SMEs.

6. What are the main reasons for selecting Reliance Prepaid Connections?

a) Better Network coverage b) Better recharge facilities

c) Better Customer Care Services d) Better call rate

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Better

network

coverage

Better recharge

facilities

Better customer

care services

Better call rate

64 20 14 12

0

10

20

30

40

50

60

70

Better

network

coverage

Better

recharge

facilities

Better

customer

care

services

Better

call rate

Series1

INTERPRETATION :

This question states what are the main reasons to select Reliance Prepaid connections. A

mixed response has been received but among, Better Network coverage is the prime

reason to use this connection.

7. What makes the most percentage of your bills?

a) STD Calls b) Local Calls c) SMS d)GPRS services

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STD Calls Local Calls SMS GPRS services

30 50 6 14

0

10

20

30

40

50

60

STD Calls Local

Calls

SMS GPRS

services

Series1

INTERPRETATION :

This question was included in the questionnaire to understand what majors the expensesin their telecom bills. This may help the service providers to know on which areas they

can improve, so that they can alter their tariff rates according to the basis of usage.

The data collected showed that 50 SMEs out of 100 say that major part of their bill

include the local calls, which make the most percentage of the bills whereas 30 SME say

that it is the STD calls. From this data the service provider can easily decrease the call

rates for which the use is move and increase the rate for the service which is used less like

that of SMEs

8. How is the performance of the service provider for which you have a subscribed on the

following mentioned parameter?

a) Coverage b) Call Rate c) Recharge facilities

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d) Customer Care services e) GPRS/web related services f) billing services

services Excellent Very

good

Good Fair Poor

Coverage 6% 14% 30% 35% 15%Call rate 10% 20% 30% 30% 10%

E- recharge

facilities

8% 12% 25% 40% 15%

Customer care

services

15% 20% 25% 20% 20%

GPRS services 12% 16% 28% 38% 6%

Billing services 4% 6% 20% 50% 20%

0%

20%

40%

60%

80%

100%

120%

Coverage

Callrate

E-rech

arge

faciliti

es

Custom

ercarese

rvices

GPRS

service

s

Billin

gse

rvice

s

Poor

Fair

GoodVery good

Excellent

INTERPRETATION :

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This question was a comparative with the features that the customers feel are important

for them and the kind of service they get from their service providers. 67% people said

that Network coverage was below average 61% respondent had problem with recharge

facilities, as the case with GPRS services, which was also voted poor by 58% people.

It is surprising to see that very less percentage of people are happy with the billing

process, for they termed it as one of the most important features and when asked about

the service of their provider they rate the same as poor. Therefore, care can be taken in the

field.

9.What kind of problems do you face while using Reliance Prepaid connection?

a) Network Congestion b) Call Rate

c) Customer Care Inefficiency d)Billing problems

Network

congestion

Call Rate Customer

care

Inefficiency

Billing

problems

20% 25% 30% 25%

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0%

5%10%

15%

20%

25%

30%

35%

Netw

orkc

onge

estio

n

CallR

ate

Custom

ercareIn

efficien

cy

Billin

gproble

ms

Series1

INTERPRETATION :

This is a direct question to understand the perception of the customers about the services

of Reliance communications. It was also important to find out what are the problem they

face while using the service so that they can be taken care of.

The data collected showed that 20.44% SMEs say it is the Network congestion that they

are facing most problems in, while 13.29% SMEs say that the inefficiency of customer

care is a big problem with Reliance communication. Call rates is said as a problem faced

by 12.27% SMEs

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FINDINGS

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FINDINGS

In this project I have visited new and the existing customers. My main objective of the

project work was to study the satisfactory level of Reliance prepaid customers andexpectations of customers about Reliance.

My findings are as follows:

The customers were satisfied with the offers offered by the company.

The existing customers did not have any problem with the quality of the product

and the services provided by the company.

The new customers wanted the connection because of the quick connection facility

of the Reliance.

It was found that many customers were unaware of the sales promotional scheme

provided by Reliance communication. The customers did not knew of such

schemes the Reliance was having.

It was also found that many customers major information source is the News that is

Television, Paper media and Hoardings.

Few customers were unhappy with after sales services provided by the company

and that s why these customers were going for the competitor s products.

After explaining the scheme to the customers, it was found that customers wanted

the Reliance communication. Also they found the scheme to be more beneficial.

Customers are not satisfied with coverage and GPRS.

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SUGGESTION

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SUGGETIONS

On the basis of the findings from the study undertaken for Reliance communication, I

hereby lay some suggestions for the problems revealed to me by this study:

The existing customers were not happy with the After Sales Services, and so company

should improve the customer care department.

Reliances market share is increasing due to the reputation and the tariff plans that the

company is providing, so the company should continue with the plans so as to maintain

the progress rate.

The company should employ some persons so as to provide the quick on net, as desired

by the customers and better services.

In future also company should use such schemes so as to get the maximum share of the

market by increasing the sales.

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CONCLUSION

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CONCLUSIONS

Since many decades, aggressive sales and promotion approach has been followed

majorly by all organizations, irrespective of their size, scope of operations or domains. To

conclude, it can be said that so far Reliance has positioned itself in the Indian market

without any aggressive promotional strategy.

The project can be concluded with the following inputs:

The company is now trying to set up its brand image through aggressive

promotional activities and improved customer support system. Reliance has been

targeting the customers for large account sales. Awareness among people with Reliance is

average only they have captured the name more aptly, thanks to extensive advertising.

Reliance has reached up to the extreme geographical ends of the country. No other

operator has achieved it so far. As Reliance believe in Total Network.

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LIMITATIONS

LIMITATIONS

The following are some of the limitations:

1. The research was an extensive one and it was very hard to get the respondent.

2. The time available for such an extensive was less.

3. Mostly people ignored to complete the questionnaire as they thought that is

another trick to sell the products.

4. The knowledge derived from company was limited and so it posed some problems

and all the area of the Aurangabad city couldnt be covered.

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BIBLIOGRAPHY

BIBLIOGRAPHY

All the above information has been collected from various sources. These sources are as

follows

BOOKS AUTHORS

Marketing Management Philip Kotler

Marketing Management V.S.Ramaswamy & N. Namakumari.

Marketing Research Donald S.Tull &Del I. Hawkins

Websites:

www.rcom.co.in

www.trai.gov.in

Company sources:

Leaflets and Brochure of the product of the company.

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Training from the company and companys data

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a) Better Call rate/plans b) No need of deposit

c) Lifetime card service d) Better Network

6. What are the main reasons for selecting Reliance Prepaid Connections?

a) Better Network coverage b) Better recharge facilities

c) Better Customer Care Services d) Better call rate

7. What makes the most percentage of your bills?

a) STD Calls b) Local Calls c) SMSs d) GPRS services

8. How is the performance of the service provider for which you have a subscribed

on the following mentioned parameter?

a) Coverage b) Call Rate

c) better recharge facilities d) Customer Care services

e) GPRS/web related services f) Billing services

9. What kind of problems do you face while using Reliance Prepaid connection?

a) Network Congestion b) Call Rate

d) Customer Care Inefficiency d) billing problems

10. Would you like to use any value added services of Reliance Prepaid connection?

a) Yes b) No

11. Which type of value added services you prefer mostly?

1) Billing 2) e-payment 3) e- recharge 4) any other

12. Are you satisfied with charges pay for value added services compare to other?

1) Yes 2) No

13. Are you satisfy with customer care services provided by Reliance?

1)Yes 2)No.

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14. How did you came to know about Reliance Prepaid Connection?

1) Websites 2) Advertising in Newspaper

3) Any Reference 4) Any other sources

15. Are you satisfied with the customer approach from the Reliance Sales and

Service

Executives?

1) Yes 2) No

16. Are you satisfied with product servicing charges, taken from you?

1) Yes 3) No

17. After execution of sales procedure, are you happy with the sales executives?

1) Yes 4) No

18. Are you happy with sales executive, who attended you till last?

1) Yes 5) No

19. Are you satisfied with the product demo, given by sales executive?

1) Yes 6) No

20. Any suggestions to make it more effective

.

.

.

.

reliance telecom

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