Professional Documents
Culture Documents
1) Introduction:
The telecom network in India is the fifth largest network in the world meeting up with
global standards. Presently, the Indian telecom industry is currently slated to an estimated
contribution of nearly 1% to India’s GDP.
The Indian Telecommunications network with 110.01 million connections is the fifth
largest in the world and the second largest among the emerging economies of Asia.
Today, it is the fastest growing market in the world and represents unique opportunities
for U.S. companies in the stagnant global scenario. The total subscriber base, which has
grown by 40% in 2005, is expected to reach 250 million in 2007.
Year Description
1851 First operational land lines were laid by the govt. near Calcutta(seat of
British Power)
1999 Cellular Services are launched in India. New National Telecom Policy is
adopted.
The cellular industry all over the world has been witnessing very high growth rates in
subscriber base in recent years. For developing countries in particular, cellular services
are becoming a very significant proportion of the overall telecom infrastructure. The
mechanics of competition within this market involve complex feedback effects between
individual service providers and with their operating environment, and these forces play
years. The New Telecom Policy, 1999 focused on creating an ideal environment for
objectives of the policies have resulted in rapid growth of subscribers and lower
tariffs. We believe that with these major initiatives of the Government, the mobile
In a country like India which is not yet telephone-saturated and the ongoing changes in
related areas are resulting in a rapidly changing profile of users, providers and their
respective needs, continuous revision of the telecom policy is imperative. Given the
emerging new technologies and the integrating economies there must be fairness among
competitors.
The tele-density in India is about four per hundred people in respect of the fixed
telephones and a little less than one in respect of the mobile telephony. The low densities
are not because there is no need for a telephone but because of its high cost that many
cannot afford that one. The situation here is nothing but holding true of the “law of
company is bound to pay a share out of its revenue to the exchequer. These costs
are, however, not to be scheduled to take a step further in the development of the
charge. This amount also does not go for the telecom development. If these external
cost are removed there can be seen a spurt in demand of not less then 40% as
expected.
While taking the side of suppliers a lot of new companies are coming into the battlefield
resulting in reduction of prices and hence a little less burdensome on to the customer. The
cost of interconnection with the incumbent is proving to be contributory to the high cost
The delay in the interconnection disregards the quality of service and high cost will
detract from affordability. This is an area in which no consumer body can knowledgeably
contribute unless it has the assistant of experts or economists who alone can discover all
the relevant fact of all the contesting companies. It indicates the pre-eminent domain of
As the driven down of the prices for long distance including international services
reduces the amount available for subsidizing the local service, the rental for local services
are being increased. Considering that about 90% of the long distance calls are made by
less than 20% of customers, 80% of customers are having to pay higher rental this
depresses the demand for telephones and affordability. The urban business subscribers
will be bearing the bond of the subsidies to be given to the rural private consumers.
The technology that gives a person the power to communicate anytime, anywhere - has
become an integral part of the growth, success and efficiency of any business / economy.
The most prevalent wireless standard in the world today, is GSM. The GSM Association
(Global System for Mobile Communications) was instituted in 1987 to promote and
expedite the adoption, development and deployment and evolution of the GSM standard
the need to adopt common standards suitable for cross border European mobile
Mobile as it was then called, soon came to represent the Global System for Mobile
world's leading digital standard accounting for 68.5% of the global digital wireless
market. The Indian Government when considering the introduction of cellular services
into the country, made a landmark decision to introduce the GSM standard, leapfrogging
based mobile services. The new licensees for the 4th cellular licenses that were awarded
in July 2001 too, have opted for GSM technology to offer their mobile services.
social development of the country. It is critical not only for the development of the
Information Technology industry, but also has widespread ramifications on the entire
economy of the country. It is also anticipated that going forward, a major part of the GDP
As in other countries, in India, the Cellular Mobile Service Providers (CMSPs) are
licensed to operate in designated geographical operating areas. The service areas include
four metro areas and 18 circles categorized as A, B and C. (The categorization is based
Sciences).
The potential with category C circles in the lower end of the scale. For example the
metros account for 40% of the subscriber population, with Category-A, B and C
accounting for 33%, 23% and 4% respectively. The CMSPs had to pay an entry fee and
Telecommunications.
The entry and license fees varied according to the service area, highest for metros and
lowest for Category-C circles. Some of the CMSPs could not fulfill their licensing
obligations and their licenses were revoked leading to a monopoly situation in certain
areas. Apart from these charges, each CMSP has to share the revenue with the long
In profitable metros and circles, the competition is severe and the market is split between
the two operators. In a price-cap regulated market, the operators use appropriate pricing
In highly price-elastic markets, such as in India, as the service provider reduces the price,
the subscriber base increases considerably, and so is the network traffic. The increased
network traffic decreases the performance and the quality of service, inviting customers
to switch. Being a new entrant in a metro area, the government operator reduced the
airtime charges to such an extent that the subscriber base increased suddenly leading to
poor network performance. The operator did not have enough network capacity to handle
calls leading to blocking of calls, with frustrated customers switching over immediately
to competitors.
The operators also have to resort to non-pricing competition strategies to win customers.
In India, CMSPs offer a variety of service plans as a means to attract new customers.
Different service plans include: pre-paid calling card schemes, discounted airtime rates
for evening and night time calls, discounted roaming charges, no or minimum activation
The service providers incur additional advertising and infrastructure cost for
implementing these plans. Short Message Service (SMS) and Wireless Application
Protocol (WAP) service are fast catching up. For example, in India, about 500,000 SMS
messages are being carried by a service provider in one metro area alone. When the
sector moves over to an oligopoly market, the operators have to provide improved quality
of service and value added services in order to survive and gain market share.
Larger operators who have experience and infrastructure may be able to provide a higher
quality of service and other value-added service at a lower price. They also have access to
larger project financing for enlarging their networks and services. For example, a single
large operator now has license to operate in 14 service areas in the country with the
largest footprint to cover most of the areas of the country. Mergers and acquisitions are
commonplace as the operators are consolidating their revenues to survive in the market
places.
Cellular subscribers and those with a propensity to go mobile in Delhi have never had it
so good. They now have four service providers to choose from, each offering an array of
both pre- and post-paid schemes. More importantly, average tariffs across plans have, by
some reckoning, dropped by at least 50 per cent in the last six months. The entry of
Vodafone saw a further drop in tariffs and the operators have come out with new schemes
operators Essar Mobile Services Ltd., Bharti Celluar Ltd, MTNL and Idea Cellular
services are convinced that the market will only expand and the subscribers will benefit
even more. Their reasoning is that cellular penetration in Delhi, which traditionally
occupies the third position in other areas, is less than fifty per cent. Therefore, entry of
new players will only increase awareness about the facility, the companies say.
Moreover, the state-owned MTNL has also been playing with its cellular service for quite
some time. that, with the imminent launch of limited mobility using CDMA (code
division multiple access) technology by companies like Tata Tele Services will only add
to the subscriber base, probably result in further reduction of tariffs, and an even greater
widening of the cellular market, according to officials in four cellular companies now
servicing Delhi.
However, the companies also sound a note of caution — any further drop in tariffs will
be harmful to the companies, points out one of the officials taking care of the — Sales &
Marketing division of the, Essar Mobile Services Ltd, average tariffs in Delhi across
different plans have fallen by 30 per cent since December with launching of the CDMA
services.
Besides the fall in tariffs, what has really happened with the entry of CDMA is a
heightened awareness in the market. Mobile penetration in Delhi and its suburbs is
estimated to be less than twenty-five percent of the population and the cellular operators
products and features. Its emphasis has been on value proposition and brand building.
Mobility is not only about carrying voice, as per the reports from the marketing
department and adds that the unified messaging system for the post-paid customers of
Accordingly, Vodafone signed in its subscribers in lakhs from the year onwards it has
been launched in Delhi. Industry analysts say that a majority of them will be pre-paid
customers, whose loyalty to a particular brand is always in doubt. However, pre-paid for
the cellular is nothing but the engine for growth and there is always a possibility that
most of them will shift to post-paid once they are convinced of the quality of service
provided.
On the other hand the entry of a new operator lends more visibility to the service and
there is also increased trade activity — that is the number of dealers will increase and
more people will be on the road trying to sell the service and product. There is also
greater consumer awareness of what cellular service can deliver and expectations go up
As like the other products Cellular industry has not been left untouched from the Churn
(switching over). During the survey this fact comes to the fore. According to the cellular
operators, there is a normal seven to eight percent churn in the customers, especially in
the pre-paid category. Among the post-paid customers, the Churn is much lower about
two-three percent.
They say that one significant change that has happened in the last few months, more so
since lowering of the tariffs, is that the bias in favour of incoming calls as far as call
charges are concerned — incoming calls has been set free while they are charging
reasonably only for the outgoing ones — has changed. A tariff re-balancing has definitely
taken place.
This means that the cellular operators are encouraging their subscribers to not just receive
calls, but also make calls — increasing the usage of the service. With falling tariffs,
cellular operators are convinced that increasing usage is one way to ensure that average
revenue per user (ARPU) does not fall very low. The industry figure for ARPU is
believed to be about Rs.1,100 while it may vary from operator to operator. The operators
are also concentrating on introducing more value added services to the customers. Value-
added services have not really taken off. Only the SMS (short messaging service) has
really caught on, but operators like Bharti are bringing in services like music messaging
means over forty in 100 Indians have a phone. Adding on to this benevolent and happy
information, telecom companies are anticipating the number will nearly treble in the next
two years. According to a survey, by 2010, the cellular networks are expected to cover
The cumulative All India GSM subscriber base rose to 72.12 million in April
2006 from 69.19 million in March 2006 which is a growth of 4.23% for a month under
review [4]. Table I shows the subscribers growth rate for one month along with market
4.2% in the month under review. A summary picture of the company wise
India has an urban population of about 26.8% and rural population is about
73.2%. And there are over 600,000 villages in India. But a vast section of the rural sector
is still cut off from the benefits of telecom services. The rural population of around 700
million is waiting for its share of economic growth. Initially the big telephone companies
focused only on urban centres, which they felt were more profitable. However, this
mindset is gradually changing with the realisation that there is equal, if not bigger money
in rural areas.
million) Share)
March April
2009 2009
Reliance 18.307 18.809 77.65% 20
TATA 4.851 5.323 21.98% 20
HFCl 0.062 0.062 0.26% 1
Shyam 0.027 0.028 0.11% 1
Total 69.19 72.12 100%
It is estimated that a one per cent increase in rural connectivity can generate 0.5 per cent
economic growth. Thus a well-planned 10 per cent increase in rural connectivity can
Rural India possesses enormous potential in terms of economy and human resources.
technology) helps improve the timeliness and efficiency of rural farm operations and
has requested the finance ministry for higher allocations from the USO Fund for
executing rural telephony network. The finance ministry has made a budgetary allocation
of 15 billion from the USO Fund. The rural telephony targets include, providing 50
million telephones by 2009(i.e. one phone per three rural households) and 80 million by
2012 (i.e. one phone per two rural households) and provisioning mobile access to all
villages with population more that 5,000 by 2009 and more than 1,000 by 2010.The
Government is confident that the Bharat Nirman Programme target of providing coverage
to remaining 41,000 villages would be met by March 2010 which will be much earlier
India plans to establish 0.25 million, village knowledge centres. The ICT industry can
establish rural call centres modelled on the Kisan Call Centre established by the Ministry
manufacturing sectors. This spread will increase the volume of users and automatically
bring down bandwidth cost, with a spiralling effect on efficiency and economy.
Advanced telecom services are no longer considered a luxury but a necessity for all.
Thus, providing telecom services to every individual in a country like India is a huge
challenge, and at the same time holds immense opportunities for those in the telecom
industry.
7
1.3) Major Players:
India's mobile telecom sector is one of the fastest growing sectors. Unlike in the 1990s
when the mobile phone was an elitist product, mobile operators now tap a mass market
with mass marketing techniques. "Unified licensing" rules allow basic and mobile
operators into each other’s territory, and have ushered in perhaps the final phase of
industry consolidation.
It seems that only companies with deep pockets can effectively compete as primary
operators mobile markets. Economies of scale, scope, and end-to-end presence in long-
distance as well as local telecom, are desirable.
There are, besides, new challenges. Operators have to find new growth drivers for the
wire line business. There are problems of getting broadband to take off, of technology
choice, of when to introduce new technologies, and of developing a viable business
model in an era of convergence.
India has the fastest growing mobile markets in the world. The mobile services were
commercially launched in August 1995 in India. In the initial 5-6 years the average
monthly subscribers additions were around 0.05 to 0.1 million only and the total mobile
subscribers base in December 2002 stood at 10.5 millions. However, after the number of
proactive initiatives taken by regulator and licensor, the monthly subscriber additions
increased to around 2 million per month in the year 2003-04 and 2004-05.
Although mobile telephones followed the New Telecom Policy 1994, growth was tardy
in the early years because of the high price of hand sets as well as the high tariff structure
of mobile telephones. The New Telecom Policy in 1999, the industry heralded several
pro consumer initiatives. Mobile subscriber additions started picking up. The number of
mobile phones added throughout the country in 2003 was 16 million, followed by 22
millions in 2004, 32 million in 2005 and 65 million in 2006. The only countries with
more mobile phones than India with 156.31 million mobile phones are China – 408
million and USA – 170 million.
India has opted for the use of both the GSM (global system for mobile communications)
and CDMA (code-division multiple access) technologies in the mobile sector.
The mobile tariffs in India have also become lowest in the world. A new mobile
connection can be activated with a monthly commitment of US$ 5 only. In 2005 alone 32
million handsets were sold in India. The data reveals the real potential for growth of the
Indian mobile market.
As on Apr 2007 India has 167 million mobile phone subscribers. Out of this 125 million
are GSM users and 41 million CDMA users. BSNL, Bharti Airtel, Hutch, Idea, Aircel,
Spice and MTNL are the main GSM providers in India. Reliance Communications and
Tata Indicom are the main CDMA providers in India.
Bharti Airtel
Reliance has both CDMA and GSM networks and total subscriber base of 29 million or
17% market share. It has GSM network in Assam, Bihar, Himachal Pradesh, Kolkata,
North East, Madhya Pradesh, Orissa and West Bengal. Reliance has CDMA networks in
other states and cities.
BSNL is a state owned telecom company which has GSM presence in almost every cities
and towns. BSNL has 27 million subscribers with a market share of 16%.
Vodafone
Vodafone is another emerging GSM provider in India with coverage in Kerala, Mumbai,
Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh, Karnataka and Punjab with a total
subscriber base of 27 million.
Tata Indicom
Tata Indicom is a main CDMA provider in India with 16 million subscribers all over
India. Tata Indicom has presence in almost every state and cities in India.
2.1) Introduction:
Vodafone is a mobile network operator headquartered in Berkshire, England, UK. It is
the largest mobile telecommunications network company in the world by turnover and
has a market value of about £75 billion (August 2008). Vodafone currently has operations
in 25 countries and partner networks in a further 42 countries.
The name Vodafone comes from Voice data fone, chosen by the company to "reflect the
provision of voice and data services over mobile phones."
2.2) Mission:
Vodafone is primarily a user of technology rather than a developer of it, and this fact is
reflected in the emphasis of our work program on enabling new applications of mobile
communications, using new technology for new services, research for improving
operational efficiency and quality of our networks, and providing technology vision and
leadership that can contribute directly to business decisions.
2.3) Vision:
2.4) History:
In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one of two UK
cellular telephone network licenses. The network, known as Racal Vodafone was 80%
owned by Racal, with Millicom and the Hambros Technology Trust owning 15% and 5%
respectively. Vodafone was launched on 1 January 1985. Racal Strategic Radio was
renamed Racal Telecommunications Group Limited in 1985. On 29 December 1986
Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million.
In September 1988 the company was again renamed Racal Telecom and on 26 October
1988 Racal Electronics floated 20% of the company. The flotation valued Racal Telecom
at GB£1.7 billion On 16 September 1991 Racal Telecom was demerged from Racal
Electronics as Vodafone Group.
In July 1996 Vodafone acquired the two thirds of Talkland it did not already own for
£30.6 million. On 19 November 1996, in a defensive move, Vodafone purchased Peoples
Phone for £77 million, a 181 store chain whose customers were overwhelmingly using
Vodafone's network. In a similar move the company acquired the 80% of Astec
Communications that it did not own, a service provider with 21 stores.
In 1997 Vodafone introduced its Speech mark logo, as it is a quotation mark in a circle;
the O's in the Vodafone logotype are opening and closing quotation marks, suggesting
conversation.
On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with those of
Bell Atlantic Corp to form Verizon Wireless. The merger was completed on 4 April
2000.
In November 1999 Vodafone made an unsolicited bid for Mannesmann, which was
rejected. Vodafone's interest in Mannesmann had been increased by the latter's purchase
of Orange, the UK mobile operator. Chris Gent would later say Mannesmann's move into
the UK broke a "gentleman's agreement" not to compete in each other's home territory.
The hostile takeover provoked strong protest in Germany and a "titanic struggle" which
saw Mannesmann resists Vodafone's efforts. However, on 3 February 2000 the
Mannesmann board agreed to an increased offer of £112bn, then the largest corporate
merger ever. The EU approved the merger in April 2000. The conglomerate was
subsequently broken up and all manufacturing related operations sold off.
On 28 July 2000 the Company reverted to its former name, Vodafone Group Plc. In April
2001 the first 3G voice call was made on Vodafone United Kingdom's 3G network. In
2001 the Company took over Eircell, then part of eircom in Ireland, and rebranded it as
Vodafone Ireland. It then went on to acquire Japan's third-largest mobile operator J-
Phone, which had introduced camera phones first in Japan.
On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom
Austria. As a result, Austria, Croatia, and Slovenia were added to the community. In
April 2003 Og Vodafone was introduced in the Icelandic market and in May 2003
Vodafone Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy. On 21 July 2003
Lithuania was added to the community, with the signing of a Partner Network agreement
with Bitė.
In June 2005 the Company increased its participation in Romania's Connex to 99% and
also bought the Czech mobile operator Oskar. On 1 July 2005 Oskar of the Czech
Republic was rebranded as Oskar-Vodafone. Later that year on 17 October 2005
Vodafone Portugal launched a revised logo, using new text designed by Dalton Maag,
and a 3D version of the Speech mark logo, but still retaining a red background and white
writing (or vice versa). Also, various operating companies started to drop the use of the
SIM card pattern in the company logo. (The rebranding of Oskar-Vodafone and Connex-
Vodafone also does not use the SIM card pattern.) A custom typeface by Dalton Maag
(based on their font family InterFace) formed part of the new identity.
On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone and on 31
October 2005 the Company reached an agreement to sell Vodafone Sweden to Telenor
for approximately €1 billion. After the sale, Vodafone Sweden became a Partner
Network. In December 2005 Vodafone won an auction to buy Turkey's second-largest
mobile phone company, Telsim, for $4.5 billion. In December 2005 Vodafone Spain
became the second member of the group to adopt the revised logo: it was phased in over
the following six months in other countries.
In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre, a centre
of expertise for the company dealing with Customer Care for its higher value customers,
technical support, sales and credit control. All cancellations and upgrades started to be
dealt with by this call centre. On 5 January 2006 Vodafone announced the completion of
the sale of Vodafone Sweden to Telenor. On February 2006 the Company closed its
Birmingham Call Centre. In 1 February 2006 Oskar Vodafone became
Vodafone Czech Republic, adopting the revised logo and on 22 February 2006 the
Company announced that it was extending its footprint to Bulgaria with the signing of
Partner Network Agreement with Mobiltel, which is part of mobilkom Austria group.
On 12 March 2006 former chief, Sir Christopher Gent, who was appointed the honorary
post Chairman for Life in 2003, quits following rumours of boardroom rifts. In April
2006 the Company announced that it has signed an extension to its Partner Network
Agreement with BITE Group, enabling its Latvian subsidiary "BITE Latvija" to become
the latest member of Vodafone's global partner community. Also in April 2006 Vodafone
Sweden changed its name to Telenor Sverige AB and Connex-Vodafone became
Vodafone Romania, also adopting the new logo. On 30 May 2006 Vodafone announced
the biggest loss in British corporate history (£14.9 billion) and plans to cut 400 jobs; it
reported one-off costs of £23.5 billion due to the revaluation of its Mannesmann
subsidiary. On 24 July 2006 the respected head of Vodafone Europe, Bill Morrow, quit
unexpectedly and on 25 August 2006 the Company announced the sale of its 25% stake
in Belgium's Proximus for €2 billion. After the deal, Proximus was still part of the
community as a Partner Network. On 5 October 2006 Vodafone announced the first
single brand partnership with Og Vodafone which would operate under the name
Vodafone Iceland and on 19 December 2006 the Company announced the sale of its 25%
stake in Switzerland's Swisscom for CHF4.25 billion (£1.8 billion). After the deal,
Swisscom would still be part of the community as a Partner Network. Finally in
December 2006 the Company completed the acquisition of Aspective, an enterprise
applications systems integrator in the UK, signaling Vodafone's intent to grow a
significant presence and revenues in the ICT marketplace.
Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim
Vodafone and on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and
became Vodafone Turkey. On 1 May 2007 Vodafone added Jersey and Guernsey to the
community, as Airtel was signed as Partner Network in both crown dependencies. In June
2007 the Vodafone live! Mobile Internet portal in the UK was relaunched. Front page
was now charged for and previously "bundled" data allowance was removed from
existing contract terms. All users were given access to the "full" web rather than a Walled
Garden and Vodafone became the first mobile network to focus an entire media
campaign on its newly launched mobile Internet portal in the UK. On 1 August 2007
Vodafone Portugal launched Vodafone Messenger, a service with Windows Live
Messenger and Yahoo! Messenger.
On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added to
the community as a Partner Network and on 20 May 2008 the Company added VIP
Operator as a Partner Network thereby extending the global footprint to Macedonia. In
May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.
Today, in India, becomes Vodafone. Now, the pink color logo of Hutch is replaced
In 2005-06, the Orange brand in Mumbai was phased out to introduce (now Vodafone).
The company also changed the colors of its logo from orange to pink and then red.
After acquiring 67 per cent of stake (around Rs. 250 crores) in ison Essar from Hong
customers across 400,000 shops and thousands of ’s own employees along with
Vice chairman, Ravi Ruia, Vodafone Essar, said “We’ve had a good innings as in
India and today marks a new beginning for us, not as a departure from the fundamentals
that created , but an acceleration into the future with Vodafone’s global expertise.”
Vodafone CEO, Marten Pieters of the Vodafone Essar will be landing in India for the
meeting that would discuss branding exercise, expansion plans, spectrum requirements
Vodafone offers a host of premier value added services (VAS) including national and
Protocol (WAP), short message service, voice mail service, auto roam, fax and data,
cricket updates, M-banking, general information, tarot line, etc. The company launched
WAP in Delhi in October 2000, much before its rival Bharti. It has 5000 WAP customers,
as in December 2000. The company has been a prime mover in introducing these value-
The values are stated simply. To be fair and transparent in what they do and how they do
it. To provide the quality services with more customer friendly practices. To make one’s
communications experience simple, pleasurable and fun. Where he doesn't simply get
technology - but technology that is relevant. Where solutions are not just promised in the
CORE VALUES :
endeavor .
Vodafone Logo
Accomplishments:
- Over the years, Vodafone Essar, under the Hutch brand, has been named the
‘Most Respected Telecom Company´, the ´Best Mobile Service in the country´
and the ´Most Creative and Most Effective Advertiser of the Year´.
- Vodafone currently has equity interests in 31 countries across five continents and
- Essar employs more than 50,000 people across offices in Asia, Africa, Europe and
the Americas.
- The company now has operations across the country with over 78.68 million
customers.
Services:
Staying connected becomes a lot easier with Vodafone. We have a wide range of services
you can access right from your Vodafone phone. From cell banking to flight updates to
Prepaid services(latest):
new Bonus Card 25 for its prepaid customers in Punjab. With this new bonus card,
Vodafone customers can enjoy the benefit of unlimited national SMS at just
Rajiv Kohli, Chief Executive Officer, Vodafone Essar - Punjab said, “We have
always aimed to provide value offering to our customers. The new Bonus Card 25
facilitates Vodafone customers to stay connected with their loved ones across India at
an economical rate.”
- Has introduced two new Bonus Cards. Bonus Card 17 and Bonus Card 27 come
with one month validity and are priced at Rs 17 and Rs 27 respectively. All
Vodafone prepaid customers including the lifelong customers in Kolkata and rest
of Bengal can enjoy the new Bonus Cards offer available across Stores and
Ministores.
- ‘Lifelong Prepaid @Rs.46 plan’ for its prepaid customers in Kerala. This new
prepaid offer comes with lifetime validity and a talk time of Rs.5. Vodafone
customers can make local calls to all Vodafone numbers, other mobiles and
landlines at Re 1 per minute and all STD calls are at Rs1.50 per minute.
connected.
Postpaid services(latest):
- Vodafone Essar, one of India’s leading cellular services providers has launched
three new monthly rental plans - Budget 500, Budget 750 and Budget 1000 - for
its postpaid customers in Kolkata and West Bengal. These Budget plans offer
combinations of free minutes over local and STD calls along with free local SMS.
Sridhar Rao, Chief Executive Officer, Vodafone Essar East Limited, said
“These budget plans will specially appeal to customers with high usage who can now
- Announced a special offer for its customers in Madhya Pradesh and Chhattisgarh.
Customers can now avail free VIP numbers with every new post paid connection.
The VIP numbers provide customers an option to choose a number of their
preference from a range of special Golden numbers that usually comes with a
Vodafone Essar, one of India’s leading cellular services providers, has announced a
special offer for Zoozoo fans across India. Vodafone customers can now get special
Zoozoo DVDs from a Vodafone Store and watch these adorable characters from
Vodafone Essar’s recent television commercials as they live life’s little moments in their
inimitable style. Vodafone Prepaid customers can get the DVD through a recharge of
above Rs 300 at the Vodafone Store. Vodafone Postpaid customers can enroll for Direct
Debit or activate Callertune or Vodafone Alerts at the Vodafone store to get the Zoozoo
DVD.
Dial 600 to activate:
To activate these values added services on your Vodafone phone simply dial 600 and
SMS:
Message your family and friends through Vodafone SMS Services. It's convenient and
affordable. Communicate with cell phone users in over 100 countries and anywhere in
Pay just Rs. 1.50 per message for sending SMS anywhere across the country.
SMS Chat:
Now, you can chat on your Vodafone phone with as many people as you
want. Its fun and as simple as sending an SMS. Your identity will remain
anonymous as your phone number is never displayed during the chat. You
You can also create your own chat rooms or chat in the different rooms that
All you have to do is type in your messages and send them to 2428. You will
Get all the useful information you need directly on your Vodafone phone - with
Vodafone Online. Including cricket, finance, entertainment, weather, astrology and more.
Simply go to the Vodafone Online menu on your Vodafone phone. If you do not see
the Vodafone Online menu on your phone, send HELP to 123. We will send you the list
of keywords.
You will be charged Rs. 2 per outgoing message. Incoming messages are free.
MTNL Directory:
With this facility you can get to know the address and telephone no. of MTNL users.you
You don't need to look up your diary or a phone directory to find out STD and ISD codes.
Now you can change the ringtone on your Vodafone phone according to your moods.
You can download logos as well. With the Vodafone and Yahoo! tieup you have
For every ringtone downloaded, you will charged Rs. 7.00 (including the cost of SMS
sent). For every logo/picture message downloaded, you will charged Rs. 3.00 (including
Vodafone now offers you two exciting ways to send messages. You can make
your message flash directly on your recipient’s screen instead of the inbox.
You can also highlight the important parts of your message through blinks.
So your text messages become not only more visible, but more effective too.
You will be charged Rs. 2 per outgoing message. Incoming messages are
free.
Dial-in Services
Vodafone brings you more conveniences at your fingertips. Use our Dial-in-Services to
check cricket scores, horoscope, up-to-the minute news and other relevant information on
Service Number
Dial-n-Deliver 306
Dial-a-Pizza 303
Dial-a-Cab 335
maybe busy or simply unreachable. By paying a nominal monthly access fee, you can
now retrieve your messages at your convenience. Even if you are roaming, you can
retrieve your messages from your voice mailbox through a fixed line, anywhere on earth.
You can also record your voice signature and welcome message.
You can check your caller's telephone name and number on your phone screen whenever
you receive a call. This gives you the flexibility to either accept or reject an incoming
You can access this service by just paying Rs. 49 per month, if you are a postpaid
customer. This service is absolutely free if you are a Vodafone Prepaid customer.
Itemized Billing
As a Vodafone Postpaid customer, you can choose to receive an itemized bill at the end
of each month. This is a detailed billing statement which helps you keep track of all your
Toll charges
information sources. You can send or receive faxes and transmit data using your
Vodafone phone anytime, anywhere. Whether you are operating from home,
At speeds of up to 9600 bps within the network or while roaming. You can even access
the Internet.
All you need is a handset compatible data card (PC Card) or a GSM Software, and a data
You can also opt for either Vodafone Fax or Vodafone Data services independently.
Your Vodafone fax number can help you differentiate between incoming voice calls and
fax transmissions. You can also send and receive faxes anywhere on earth with your
Vodafone phone
By opting for the Vodafone Data Services you can access e-mail, databases and the
Charges to activate the Vodafone Fax and Data service, you just need to pay a one-time
activation fee of Rs 500. To access the Fax service, the fee is Rs. 250. The usage charges
There may be occasions when you need to conference with up to six people at a time or
talk to just two. Or you are speaking to someone and want to forward an incoming call to
another phone. With your Vodafone phone, you can do this and more. Vodafonehelps
you manage your calls effortlessly so that you stay in control of your conversations,
always.
Voice Response
Get your Vodafone phone to respond directly to your commands. Custom designed to
recognize Indian voices and accents, the Voice Response service makes your life more
convenient. You can get the latest updates on news, stocks, cricket and your horoscope.
Voice Messaging
Voice Messaging has become even more affordable. You can now send voice messages
to cellular phones as well as fixed telephone lines in USA or Canada for just Rs.3.95 per
Voice messages within India across select networks will cost you Rs. .95 per min only.
Also, recipients of the cellular Voice Messaging service have the option of replying back
to the messages, which get returned back as return Voice Mail messages, facilitating two-
Vodafone-Yahoo! tie-up, you can easily get connected through your Vodafone
phone.This unique messenger comes with a lot of exciting features. You can connect with
all Yahoo! Messenger users, send, receive and reply to instant messages, view and
manage your friend list and also manage authorization requests. All this and more just by
using SMS. You will be charged Rs. 2 per outgoing message. Incoming messages are
free.
Cell Banking
Vodafone now puts the bank in your pocket with Cell Banking. Access your bank
account and transact directly on your Vodafone phone by sending text messages.
The first of its kind in India, this service enables you to conduct your banking without
You will be charged Rs. 2 per outgoing message. Incoming messages are free.
Roaming
Now you can always stay connected, no matter where you are. With the Vodafone
Roaming facility, you can use your Vodafone phone in over 100 countries worldwide and
over 1000 cities, towns and highways across India. Vodafone Roaming makes life easy
customers traveling to South Africa during the upcoming DLF Indian Premier
League (IPL) cricket tournament. Vodafone Essar is the official partner to DLF
IPL 2009
Your Vodafone phone number and PIN number remains the same whether you are in
Roaming on Vodafone Prepaid gives you the most extensive coverage in over 1000 cities,
towns and highways across India, and in over 100 countries around the world. Enjoy
Roaming on your Vodafone Prepaid card and stay in touch wherever you go.
You can now directly access your email account on Yahoo! Mail on your
Vodafone phone. What’s more, you do not need a WAP enabled handset for
this service as it is based on SMS. So gain freedom from your PC and access
your Yahoo! mails anytime, anywhere on your Vodafone phone. You will be
WAP
With WAP, you can have the Internet directly in your pocket. So if you are looking for
quick and easy delivery of information and services, your Vodafone phone can show it
all. Use it to check out news, finance, shopping, entertainment, travel, entertainment and
city service information etc. To access this service all you need is a WAP enabled
handset and WAP services activated on your Vodafone phone. This service comes to you
Group Messaging
Party invitations, movie outings, festive greetings... whatever be the occasion, you can
With Group Messaging from Vodafone, you can thus save yourself the bother of
painstakingly sending your message to one person at a time whether you are on Vodafone
Prepaid or Postpaid.
Vodafone4help
Vodafone4help now lets you take advantage of a lot more services than before. You can
connect to the nearest fire brigade or mechanic or florist or even order a pizza. If you are
stranded in the middle of the road, or if you you need immediate medical attention or if
you are looking for a police station close by, Vodafone4help gives you instant access to
All the help services are charged@Rs.6/min. while for police and fire help only local
2.5.1) Introduction:
Vodafone Essar, previously Hutchison Essar is a cellular operator in India that covers 21
telecom circles in India. Despite the official name being Vodafone Essar, its products are
simply branded Vodafone. It offers both prepaid and postpaid GSM cellular phone
coverage throughout India and is especially strong in the major metros.
Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM
technology, offering voice and data services in 22 of the country's 23 licence areas.
2.5.2) Ownership:
Vodafone Essar is owned by Vodafone 52%, Essar Group 33%, and other Indian
nationals, 15%.
On February 11, 2007, Vodafone agreed to acquire the controlling interest of 67% held
by Li Ka Shing Holdings in Hutch-Essar for US$11.1 billion, pipping Reliance
Communications, Hinduja Group, and Essar Group, which is the owner of the remaining
33%. The whole company was valued at USD 18.8 billion. The transaction closed on
May 8, 2007.
2.6) Previous brands:
In December 2006, Hutch Essar re-launched the "Hutch" brand nationwide, consolidating
its services under a single identity. The Company entered into agreement with NTT
DoCoMo to launch i-mode mobile Internet service in India during 2007.
The company used to be named Hutchison Essar, reflecting the name of its previous
owner, Hutchison. However, the brand was marketed as Hutch. After getting the
necessary government approvals with regards to the acquisition of a majority by the
Vodafone Group, the company was rebranded as Vodafone Essar. The marketing brand
was officially changed to Vodafone on 20 September 2007.
On September 20, 2007 Hutch becomes Vodafone in one of the biggest brand transition
exercises in recent times.
Vodafone Essar is spending somewhere in the region of Rs 250 crores on this high-
profile transition being unveiled today. Along with the transition, cheap cell phones have
been launched in the Indian market under the Vodafone brand. There are plans to launch
co-branded handsets sourced from global vendors as well.
A popular daily quoted a Vodafone Essar director as saying that "the objective is to
leverage Vodafone Group's global scale in bringing millions of low-cost handsets from
across-the-world into India."
While there is no revealing the prices of the low-cost Vodafone handsets, the industry is
abuzz that prices might start at Rs 666, undercutting Reliance Communications' much-
hyped 'Rang Barse' with cheap handsets beginning at Rs 777.
Incidentally, China's ZTE, which is looking to set-up a manufacturing unit in the country,
is expected to provide several Vodafone handsets in India. Earlier this year, Vodafone
penned a global low-cost handset procurement deal with ZTE
Customer Satisfaction
3.1) Introduction:
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation
of the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and
recommend rate. 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
organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort
of quantitative measurement, although a large quantity of research in this area has
recently been developed. Work done by Berry, Brodeur between 1990 and 1998 defined
ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in
2002 and known as the ten domains of satisfaction. These ten domains of satisfaction
include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and
Innovation. These factors are emphasized for continuous improvement and organizational
change measurement and are most often utilized to develop the architecture for
satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml
and Berry between 1985 and 1988 provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the measurer
with a satisfaction "gap" which is objective and quantitative in nature. Work done by
Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the
"gap" described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction equals perception
of performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of statements
using a Likert Technique or scale. The customer is asked to evaluate each statement and
in term of their perception and expectation of performance of the organization being
measured.
Lisbon, 25 August 2008 - Vodafone obtained the highest customer satisfaction index in
the telecommunications sector in 2007, according to annual results published by Anacom.
Vodafone achieved a satisfaction index of 74.4 (on a scale of 0 to 100), the highest score
of all the companies in the Portuguese telecommunications market and considerably
above the sector average of 67.6.
In the report published by Anacom, Vodafone is ranked in first place in all the indicators
included in the survey: Satisfaction with the operator, Image that customers have of the
operator, Customer Expectations, Perceived Quality of the operator's network and
services, Perceived Value for Money, Complaints received and their handling, and
Loyalty of customers to their operator.
In the Perceived Quality indicator, Vodafone obtained a score of 8.3 points for overall
quality, way ahead of the scores of the other two operators (both obtained 7.7 points).
Vodafone comes top in all the indicators for perceived quality of network and services:
technical quality of the network (8.2 points); customer service and advice capability (7.6
points); quality (8.2 points), diversity (8.0 points) and reliability (7.9 points) of products
and services offered; clarity and transparency of information supplied (7.8 points);
network coverage (7.9 points) and clarity and transparency of price plans (7.9 points).
Similarly, in the indicators measuring the Image of mobile operators, Vodafone comes
top in the five categories analyzed (on a scale of 1 to 10): 'It is a reliable company in
terms of what it says and what it does' (8.1 points); 'It is stable and well established in the
market' (8.8 points); 'It contributes positively to society' (7.5 points); 'It cares about its
customers' (7.6 points); and 'It is innovative and forward looking' (8.5 points).
The methodology used in the ECSI Portugal 2007 survey (ECSI – European Customer
Satisfaction Index) is similar to that used by the European Commission to survey
customer satisfaction in 25 Member States, enabling comparisons to be made between the
results obtained in each country.
The ECSI Portugal 2007 Communications survey was carried out by the Higher Institute
of Statistics and Information Management at Lisbon's New University in partnership with
the Portuguese Quality Institute and the Portuguese Quality Association, with
sponsorship from Anacom.
SWOT Analysis is a strategic planning method used to evaluate the Strengths,
Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It
involves specifying the objective of the business venture or project and identifying the
internal and external factors that are favorable and unfavorable to achieving that
objective. The technique is credited to Albert Humphrey, who led a research project at
Stanford University in the 1960s and 1970s using data from Fortune 500 companies.
Strengths Weaknesses
The main strength of Vodafone within the telecommunications market lies in its
brand image and recognition. Vodafone, having established a global presence and having
invested highly in marketing a differentiated image by promoting a Vodafone life style,
currently enjoys a differentiating advantage that, if exploited properly, can offer a lead in
competition. The presence of Vodafone in numerous countries within Europe as well as
in all part of the world enhances this image. It allows customers to travel and enjoy easily
the services of their home country operator. In the few countries that Vodafone is not
physically present (e.g. Norway) it has well established strategic alliances which allow
for a better service of mobile clients.
4.2) Weaknesses:
The expansion of Vodafone has been completed at the expense of direct control of
its operations. The company grew through a process of acquisitions of national
telecommunications companies (e.g. the acquisition of the third biggest Czech mobile
phone operator, Cesky mobile) rather than organic growth. This increased its subscribers’
base quickly, offering direct market knowledge and immediate additions of customer
bases at the expense of direct effective control of the subsidiaries. At the same time
though, it implicitly imposed a centralized operational structure for the group, nominating
the UK headquarters as the leading business unit running a much centralised marketing
and handset procurement at group level. This has resulted in the neglect of local markets
and local differences, allowing market share to be gained by smaller local competitors.
Due to the highly saturated Western European market this has resulted in an increase in
the price elasticity of demand, with consumers becoming continuously price oriented.
This has resulted in high customer churn rates reaching the level of 32.8% in the UK
compared to O2’s 24%.
4.3) Opportunities:
The telecommunications market, even though highly saturated in some regions
offers great potential due to the ageing population and the sophistication of the
consumers. It offers great opportunities through a careful market segmentation and
exploitation of particular profitable segments. Different strategies should be pursued –
simple phones and simplified pricing plans to the ageing population and more updated,
sophisticated solutions for younger generations. The expanding Boundaries of the market
could provide further opportunities by allowing Vodafone to enter more aggressively into
fixed‐line service and to better enjoy the benefits of its high investment in 3G technology.
Moreover the company has undertaken its first steps in establishing strategic alliances to
develop customized solutions for end‐users: Vodafone recently announced two new
partnerships, one with supermarket group ASDA to launch an ASDA branded mobile
service in the UK, and another with electrical retailer DSG International to provide
mobile solutions to small businesses. This could further be enhanced to avoid being a
late‐entrant in this new method of distribution which offers access to a wide potential
customer base.
4.4) Threats:
Marketing research has proved an essential tool to make all the need of marketing
management. Marketing research therefore is the scientific process of gathering and
analyzing of marketing information to meet the needs of marketing management. But
gathering of observation is must be systematic. The systematic conduct of research
requires:
Following are the main objective to study about the customer satisfaction on
Vodafone.
There are many benefits related to take this study. Some of the benefits of taking
this study are as follows:
More people will get aware about Vodafone that will increase profit level of
Vodafone.
This study helps to identify the behavior of consumer when there are no offers &
schemes from Vodafone.
5.4) Process of Marketing Research:
Problem Identification
Research Design
Data Collection
The first and the most important step of marketing research is properly defining
the problem. In order to identify the research problem two categories of problem should
be carefully noticed.
A number of customers are not satisfied with services, new schemes and offers.
A number of customers are not satisfied with the current call rates of Vodafone.
A number of customers are not satisfied with the Free SMS schemes.
A number of customers are not satisfied with the service of customer care of
Vodafone.
5.4.2) RESEARCH DESIGN:
1 Exploratory Research:-
2 Descriptive Research:-
Basically there are two types of data i.e. secondary and primary:
1 Observation Method:
2 Survey Method:
3 Experimental Method.
4 Panel Method.
1 Internal Source:
Various internal sources like employee, books, sales activity, stock availability,
product cost, etc.
2 External Sources:
The Researcher has used primary data for the core purpose of the project and this
primary data has been gathered by survey method. The researcher has also used
secondary data
C) Sampling Plan:
The researcher has design a sampling plan that is consist of five decisions.
I) Sampling unit:
Who is to be surveyed?
There are two types of sampling i.e. Probability Sampling and Non – probability
Sampling.
i) Probability Sampling : -
Probability sampling means each unit of the universe has equal chance of getting
selected. The most frequently used probability sampling methods are as below:
d) Cluster Sampling.
f) Replicated Sampling.
a) Judgment Sampling.
b) Convenience Sampling.
c) Panel Sampling.
d) Quota Sampling
For this purpose the researcher has used non probability convenience sampling.
V) Sampling Unit:
Here the researcher has randomly selected the respondents of the Surat city.
After all the above steps are completed now the important step is data analyzing
and interpretation. For this there are various analytical and statistical tools. Some of these
tools are Percentage, Average, Dispersion, Co-relation, Co-efficient, etc.
Q1) Do you have a mobile phone?
Purpose:
The main purpose of this question is to know how many respondents use mobile
phone.
Suggestions Yes No
No. of respondents 93 7
Interpretation:
93% of the respondents are have a mobile phone while 7% of the respondents do
not have a mobile phone.
Q2) Are you aware about telecommunications services?
Purpose:
The main purpose behind this question is to know about the awareness of
respondents regarding different telecommunications services and also to know about
which telecommunication(operator’s) service they use.
Suggestions Yes No
No. of respondents 95 5 Interpretation:
95% of the
respondents are
aware about
Major respondents using mobile are enjoying Vodafone services. 16% of the
respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use
Reliance, BSNL and Tata Indicom respectively.
Purpose:
The purpose behind this question is to know about the awareness of Vodafone
among all the respondents.
Suggestions Yes No
No. of respondents 87 0
Interpretation:
Purpose:
The purpose behind this question is to know from which source the respondents
came to know about Vodafone.
Interpretation:
36% of the respondents are aware about Vodafone through Advertisements, 29%
are aware because of Hoardings while 20% and 15% of the respondents are aware
because of Newspapers and Mouth Publicity respectively.
Q5) Since how long you are using Vodafone Services?
Purpose:
The purpose behind this question is to know about the usage time of Vodafone
customers i.e. since how long they are using Vodafone services.
Interpretation:
Major Respondents using Vodafone are old customers. 39% of the respondents
use Vodafone services from past more than 1 year while the lowest is 14% respondents
using Vodafone services less than 1 month.
Q6) Which of the following services do you use of Vodafone?
Purpose:
The purpose behind this question is to know which services do the Vodafone
customer use, Pre-Paid or Post-Paid.
Interpretation:
84% of the respondents use pre-paid services while only 16% of the respondents
use post-paid services.
Q7) Which services are more helpful to you while using Vodafone
Services?
Purpose:
The purpose behind this question is to know which services are more helpful to the
respondent while using Vodafone.
Interpretation:
Here major Respondents are youngsters so they mainly use SMS services of
Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the
respondents use Vodafone for Value Added Services.
The purpose of this question is to know how many times and how often the
respondents call at customer care of Vodafone.
Suggestions Yes No
No. of respondents 76 11
Interpretation:
87% of the respondent calls at customer care while 13% respondents do not call at
customer care.
Interpretation
Interpretation:
34% of respondents call at customer care for complaining purpose while 30%,
19% and 17% of respondents call customer care for other queries, information regarding
new schemes and value added services respectively.
Network:
Purpose:
Here major respondents are satisfy with the network coverage. 36% of the
respondents are rate the Vodafone’s network excellent, 33% rate it very good, 20% rate it
farely good while 8% and 3% rate it average and poor.
SMS Rates:
Purpose:
Here major respondents are not much satisfied with the SMS rates of Vodafone as
major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it very
good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.
Purpose:
The main purpose of this analysis is to the respondent’s perspective related to the
new schemes and offers provided by Vodafone.
Here major respondents are not much satisfied with new schemes and offers of
Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents
rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and
excellent respectively.
Customer Care:
Purpose:
The main purpose of this analysis is to know about the satisfaction of customer
care service provided by Vodafone to their customers.
Recharge Outlets:
Purpose:
The purpose behind this analysis is to know about the satisfaction of the
Vodafone customers regarding recharge outlets.
Recharge outlets of Vodafone are majorly rated on fairly good and very good
basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it
as average, 14% rate it excellent and 2% respondents rate it as poor.
Call Rates:
Purpose:
The purpose behind this analysis is to know about the perception of vodafone
customers regarding different call rates.
Major percentage of respondents are not happy with the call rates of Vodafone.
49% of respondents rate call rates of vodafone as fairly good, 23% rate it as very good,
22% rate it as average while 4% and 2% respondent rate it as poor and excellent
respectively.
Purpose:
The purpose behind this analysis is to know about the perception of vodafone
customers regarding Value Added Services.
Value added services of Vodafone are quite feasible as compared to some of the
other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rate
it as average while 10% and 7% rate it as excellent and poor respectively.
Purpose:
The purpose of this question is to know why other respondents do not use
Vodafone services.
Purpose:
Age analysis:
Purpose:
The main purpose of this analysis is to know how many respondents belong to a
particular age of group.
Purpose:
The main purpose of this analysis is to know the perception of different
respondents of differnet age groups regarding network service.
Age
Ratings Below 18 18-25 26-50 51 or above Total
Excellent 1 19 9 2 31
Very good 2 18 7 2 29
Fairly good 0 10 6 1 17
Average 1 5 1 0 7
Poor 0 2 0 1 3
Total 4 54 23 6 87
Interpretation:
Here major respondents rating network as excellent are youngsters that include
the age group of 18-25, the same is the case with all the rating of this service.
Ratings Age
Below 18 18-25 26-50 51 or above Total
Excellent 0 1 3 2 6
Very good 1 12 5 1 19
Fairly good 1 27 5 2 35
Average 2 11 10 1 24
Poor 0 3 0 0 3
Total 4 54 23 6 87
Interpretation:
Major respondents are youngsters and they are not much satisfied with the SMS
rates of Vodafone.
Purpose:
The main purpose of this analysis is to know the perception of different
respondents of differnet age groups regarding call rates.
Ratings Age
Below 18 18-25 26-50 51 or above Total
Excellent 0 2 0 0 2
Very good 1 11 6 2 20
Fairly good 2 26 12 3 43
Average 1 13 4 1 19
Poor 0 2 1 0 3
Total 4 54 23 6 87
Interpretation:
93% of the respondents are have a mobile phone while 7% of the respondents do
not have a mobile phone.
16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and
2% respondents use Reliance, BSNL and Tata Indicom respectively.
39% of the respondents use Vodafone services from past more than 1 year while
the lowest is 14% respondents using Vodafone services less than 1 month.
84% of the respondents use pre-paid services while only 16% of the respondents
use post-paid services.
37% of the respondents use Vodafone for SMS services while only 14% of the
respondents use Vodafone for Value Added Services.
87% of the respondent calls at customer care while 13% respondents do not call
at customer care.
31% respondents respondents call customer care once a month while 16% and
7% of respondents call once a week and daily respectively.
34% of respondents call at customer care for complaining purpose while 30%,
19% and 17% of respondents call customer care for other queries, information
regarding new schemes and value added services respectively
5 respondents among the total no. of respondents don’t use Vodafone services
because of high prices. 3 respondents don’t use Vodafone services because of
poor services while 2 respondents each don’t use vodafone services because of
lack of awareness and poor network.
Conclusion
Follwing are the conclusion that the researcher found after the survey.
From the above analysis the researcher concludes that major respondents are
dissatisfied with some of the major services like call rates, SMS rates and new
Major customers of Vodafone are old customers so many of the respondents are
satisfied with the services of Vodafone and thus they would like to recommend
Vodafone to others.
services.
Major respondents are youngsters so they need more SMS facilities and low call
rates, but Vodafone dissatisfies these age group (18-25) as their call rates and SMS
Following are some of the suggestions given by the researcher so that Vodafone can
Vodafone should bring introduce some new SMS schemes for the youngsters.
Vodafone should provide more schemes and offers to its old customers.
Websites:
http://www.vodafone.com/start/media_relations/news/local_press_releases/po
rtugal/portugal_press_release/vodafone_had_highest.html
http://en.wikipedia.org/wiki/Customer_satisfaction
http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)
http://en.wikipedia.org/wiki/Vodafone
http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202008.pdf
www.anacom.pt/render.jsp?contentId=606658
www.iimcal.ac.in/community/consclub/reports/telecom.pdf
Q1) Do you have a mobile phone?
o Yes
o No
Q2) Are you aware about telecommunications service?
o Yes
o No
If yes, then which operator’s Service do you use?
o Vodafone (Multi-choice)
o Airtel
o Idea
o Reliance
o BSNL
o Tata Indicom ( If not Vodafone then go to Q12 )
Q3) Are you aware about Vodafone?
o Yes
o No (If No, then go to Q11 )
Q4) From which source you came to know about Vodafone?
o Advertisement (Multi-choice)
o Hoardings
o Newspapers
o Mouth Publicity
Q5) Since how long you are using Vodafone services?
o Pre-paid
o Post-paid
Q7) Which services are more helpful to you while using Vodafone services?
o Yes
o No
If yes, how often you call at customer care?
o Daily
o Once a week
o Once a month
o Occasionally
Q9) For what reason you call at customer care?
Network
SMS rates
Customer Care
Recharge outlets
Call Rates
o Yes
o No
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
___
Name: ________________
Sex: Male/Female
Contact no.: ___________
Signature: __________