A Brief Study On

“CUSTOMER SATISFACTION SURVEY

OF
RELIANCE COMMUNICATION’’

PROJECT REPORT

Submitted for Partial fulfillment for

The Award of the Degree of
Master of Business Administration

(2009-2011)

Submitte
d by:

Tonmoy Goswami

MBA (mARKETING)
 Session: - 2009-
2011

Declaration
I here by declare that the project report entitled

“CUSTOMER SATISFACTION SURVEY OF RELIANCE

COMMUNICATION’’

Submitted in partial fulfillment of the requirement

for the award of the degree of

Masters of Business Administration in Marketing

to

Sikkim Manipal University

is my original work and not submitted for the award of any other

degree, diploma fellowship or any other similar title or project

Place: Kolkata (Tonmoy Goswami)

 Date:26 Dec 2010 Reg.
No.:

University Study Centre Certificate

This is to certify that the project report entitled

“CUSTOMER SATISFACTION SURVEY OF RELIANCE

COMMUNICATION’’

Submitted in partial fulfillment of the requirements for the degree of MBA

Of

Sikkim Manipal University

Submitted by

Tonmoy Goswami

Who has worked under my supervision and guidance and that no part of
this report has been submitted for the award of any other degree, Diploma,
Fellowship or other similar titles or prizes and that the work has not been
published in any journal or Magazine.
Agradoot Bhaduri

Center Head

Media Infotech. LC CODE: 0892

4, Indraloke, Sodepur,Kolkata - 700110

 Examiner’s Certification

The Project report of

Tonmoy Goswami

“Study and Analysis of the Information Gap between

Real Estate Developer and Customer”

Is approved and is acceptable in quality and

form

Internal Examiner / s
External Examiner / s
 CONTENTS

Chapter – 1 Introduction
 Concept of Reliance communication
 An Overview of current Market Scenario
 Brief Study of the Organization
 Organizational Set-up

Chapter – 2 Methodologies
Research problem
Research Objective & sub- objective
Information Requirement
Choice of Research Design
Research Instrument used
Sampling Technique used & Sample size

Chapter – 3 Data Analysis & Interpretation

 Data Interpretation & Finding of customer Survey
 Market share of mobile subscribers

Chapter – 4 Conclusions
 Conclusion
 Finding

Chapter – 5
Bibliographies
CHAPTER - 1

Introduction

Concept of Reliance communication

 An Overview of current Market
Scenario
 Brief Study of the Organization
 Organizational Set-up
Introduction

“ ”

Customer satisfaction survey provides a clear picture of current and ongoing levels of
performance and satisfaction. It is the easiest way to find out what the company is doing “right”
and what the company is doing “wrong” according to their customer. It is learning process
through which a company can achieve a breakthrough in customer satisfaction, Loyalty and
retention. It is the way by which company send an important massage to customers and
employees that management cares about customers and their opinions.

About the industry:

Continuing its growth trajectory The Indian mobile industry has now moved out of its hyper
growth mode but it will continue to grow at double digit rates for the next three years as the
operators focus on rural part of the country. As per Gartner, India’s telecom market is unlikely to
suppress china as the largest telecom market by 2013and would retain its position as the second
largest market in the world.

India added 113.26 million new customers in 2008, the largest globally. In fact, in April 2008, India had already
overtaken the US as the second largest wireless market. To put this growth into perspective, the country’s
cellular base witnessed close to 50 per cent growth in 2008, with an average 9.5 million customers added every
month. According to the Telecom Regulatory Authority of India (TRAI), the total number of telephone
connections (mobile as well as fixed) had touched 385 million as of December 2008, taking the telecom
penetration to over 33 per cent. This means that one out of every three Indians has a telephone connection, and
telecom companies expect this pace of growth to continue in 2009 as well. "We are extremely bullish that the
growth will continue in 2009. This year, the number of additions will be in excess of 130 million," according to
T.V. Ramachandran , Director General, Cellular Operators Association of India (COAI), an industry body that
represents all Global System for Mobile communications (GSM) players in India.

According to CRISIL Research estimates, eight infrastructure sectors, which include the telecom sector, are
expected to draw more than US$ 345.28 billion investment in India by 2012.

By 2012, India is likely to have 200 million rural telecom connections at a penetration rate of 25 per cent. And
according to a report jointly released by Confederation of Indian Industry (CII) and Ernst& Young, by 2012,
rural users will account for over 60 per cent of the total telecom subscriber base.

According to Business Monitor International, India is currently adding 8-10 million mobile subscribers every
month. It is estimated that by mid 2012, around half the country's population will own a mobile phone. This
would translate into 612 million mobile subscribers, accounting for a tale-density of around 51 per cent by
2012.

It is projected that the industry will generate revenues worth US$ 43 billion in 2009-10.

Growth in Segments

According to a Frost& Sullivan industry analyst, by 2012, fixed line revenues are expected to touch US$ 12.2
billion and by 2013 it will increase to US$ 13 billion while mobile revenues will reach US$ 39.8 billion in
India. Fixed line capex is projected to be US$ 3.2 billion, and mobile capex is likely to touch US$ 9.4 billion.

Further, according to a report by Gartner Inc., India is likely to remain the world's second largest wireless
market after China in terms of mobile connections. According to recent data released by the COAI, Indian
telecom operators added a total of 10.66 million wireless subscribers in December 2008. Further, the total
wireless subscriber base stood at 346.89 million at the end of December 2008.

The overall cellular services revenue in India is projected to grow at a CAGR of 18 per cent from 2008-2012 to
exceed US$ 37 billion. Cellular market penetration will rise to 60.7 per cent from 19.8 per cent in 2007.

The Indian telecommunications industry is on a growth trajectory with the GSM operators adding a record 9.3
million new subscribers in January 2009, taking the total user base to 267.5 million, according to the data
released by COAI. However, this figure does not include the number of subscribers added by Reliance
Telecom.

In WiMax, India is slated to become the largest WiMax market in the Asia-Pacific by 2013. A recent study sees
India's WiMax subscriber base hitting 14 million by 2013 and growing annually at nearly 130 per cent
The Road Ahead

As on October 17, 2008, there were 350 million mobile and fixed line subscribers in India, with about 8 million
subscribers being added each month. The Union Minister for Communications and Information Technology,
Mr. A Raja, has stated that the target for the 11th Plan period (2007-12) is 600 million phone connections with
an investment of US$ 73 billion. Apart from

The basic telephone service, there is an enormous potential for various value-added services. In fact, the real
potential for telecom service growth is still lying untapped.

The Indian rural market is going to be the next big thing for wireless telecom providers. With the tale-density in
rural areas being still about 10 per cent against the national average of about 21 per cent, there seems to be huge
untapped potential for mobile phone penetration in rural India. The government also plans an investment of
US$ 2 billion, during 2008 to 2009, for the development of around 100,000 community service centres in rural
India to provide broadband connectivity.

Additionally, by 2010, the government targets:

• 80 million rural connections

• Mobile coverage of 90 per cent geographical area
• Internet Protocol Television (IPTV) in 600 towns
• Quadrupling manufacture
• Two-fold increase in telecom equipment R&D from the current level of 15 per cent.

According to Gartner Inc, The increased adoption of value added services (VAS) will also
stimulate growth while bulk of revenues for telecoms would be generated from voice services,
data usages, will grow at faster rate. With the entry of new operators in the Indian market, it
is expected that voice tariff will continue to fall. Also expansion in the rural circles is expected
to pull down the average revenue per user (ARPU). The number of people with prepaid
connection would also increase to contribute 96 % of total subscriber base by 2013, due to
increased adoption in rural circles. The churn rate is also expected to go up as more players
enter the fray and the government allows mobile number portability.
About Reliance Communication
Vision
• To build a global enterprise for all our stakeholders
• A great future for our country
• To give millions of young Indians the power to shape their destiny
• The means to realize their full potential…

Founder Sh. Dhirubhai Ambani

Few men in history have made as dramatic a contribution to their country’s 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. As with all great pioneers, there is more than one unique way of describing the
true genius of Dhirubhai: The corporate visionary, the unmatched strategist, the proud patriot, the leader of
men, the architect of India’s capital markets, and the champion of shareholder interest. But the role Dhirubhai
cherished most was perhaps that of India’s greatest wealth creator. In one lifetime, he built, starting from the
proverbial scratch, India’s largest private sector enterprise. 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 an Rs 60,000 crore colossus—an achievement which earned
Reliance a place on the global Fortune 500 list, the first ever Indian private company to do so. Dhirubhai is
widely regarded as the father of India’s capital markets. In 1977, when Reliance Textile Industries Limited first
went public, the Indian stock market was a place patronized by a small club of elite investors which dabbled in
a handful of stocks. Undaunted, Dhirubhai managed to convince a large number of first-time retail investors to
participate in the unfolding Reliance story and put their hard-earned money in the Reliance Textile IPO,
promising them, in exchange for their trust, substantial return on their investments. It was to be the start of one
of great stories of mutual respect and reciprocal gain in the Indian markets. Under Dhirubhai’s extraordinary
vision and leadership, Reliance scripted one of the greatest growth stories in corporate history anywhere in the
world, and went on to become India’s largest private sector enterprise. Through out this amazing journey,
Dhirubhai always kept the interests of the ordinary 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 world’s largest
shareholder families.
Corporate Social Responsibility

Organizations, like individuals, depend for their survival, sustenance and growth on the support
and goodwill of the communities of which they are an integral part, and must pay back this
generosity in every way they can...

This ethical standpoint, derived from the vision of our founder, lies at the heart of the CSR philosophy of the
Reliance – ADA Group.

While we strongly believe that our primary obligation or duty as corporate entities is to our shareholders – we
are just as mindful of the fact that this imperative does not exist in isolation; it is part of a much larger compact
which we have with our entire body of stakeholders: From employees, customers and vendors to business
partners, eco-system, local communities, and society at large.

We evaluate and assess each critical business decision or choice from the point of view of diverse stakeholder
interest, driven by the need to minimize risk and to pro-actively address long-term social, economic and
environmental costs and concerns.

For us, being socially responsible is not an occasional act of charity or that one-time token financial
contribution to the local school, hospital or environmental NGO. It is an ongoing year-round commitment, which
is integrated into the very core of our business objectives and strategy.

Because we believe that there is no contradiction between doing well and doing right. Indeed,
doing right is a necessary condition for doing well.
 About ADAG
Reliance Communications started its operations in 1999 and is under the Anil Dhirubhai Ambani Group (ADAG) of
companies. The company Reliance Communications Limited has been set up with the aim of providing communication
and information to people at affordable price.

The company Reliance Communications business includes the whole range of services related to the telecom sector
such as fixed line telephones and mobiles. The business of the company also includes services like broadband, data
services, international and national long distance services. Reliance Communications also provides to its customers a
wide range of value added applications and services. The company is able to provide such a vast range of services to its
customers for it has a high- capacity, reliable, convergent, and integrated digital network.

The Company Reliance Communications Limited in order to provide the best quality of services to its customers laid down
60,000 kilometers of optic fiber all across India. The company launched the Reliance Mobile services in December 2002
and this has helped to increase the subscriber base of the company. The company Reliance Communications Limited's
subscriber base has increased a lot over the years and at present stands at 38 million. The company provides
telecommunication services to individuals and enterprises. Reliance Communications Company has become the leading
telecommunication integrated company in India and the chairman of the company is Anil Ambani.

Reliance Communications Company's total revenue amounted to Rs.35, 260 million in 2005- 2006 and the next year, this
figure stood at Rs.45, 785 million. The net profit of the company amounted to Rs.7, 023 million and the next year, this
figure increased to Rs.13, 046 million. This shows that the company Reliance Communications Limited's total revenue
and net profit has registered a significant growth in one year. The company is listed on the Bombay Stock Exchange and
National Stock Exchange. The company Reliance Communications Limited added a record number of subscribers in
December 2006 that is 1.4 million.
The company Reliance Communications Limited's market capitalization reached the top with Rs.1 lakh crore on the
Bombay Stock Exchange in February 2007. The company has bagged the E- Governance project of the West Bengal
government in May 2007. The company Reliance Communications has won the Frost and Sullivan Market Leadership
Award in October 2005 and also the CDMA Industry Achievement Award for International Leadership in October 2004.
This shows that Reliance Communications has been doing very good work that has been recognized by the industry. And
this is the reason that the company has received so many awards.
Reliance Communications Limited further plans to expand its operations and also plans to upgrade its technology. This is
sure to help the company serve its customers better and will also increase its subscriber base. The Company Reliance
Communications Limited should always try to provide the best quality of services to its customers for this would lead to
customer satisfaction and loyalty. And this will in turn help the company to grow and prosper even more.
 Leadership Team

R e l i a n c e A D A G r o u p
L e a d e r s h i p t e a m

C o m m u n i Ec na te i ro g n y s C a p i t a lE n t e r t a i n mI n ef r n a t s t r u c t u r e

N a t u r a l R e s o u r c e s
W i r e l e s Gs e n e r a Mt i o u n t u a l F uA nd d l a s b s

H e a l t h c a r e
W i r e l i n Te r a n s m Li s i fs e i o I n n s u r Ra na cd e i o

M u d r a
I n t e r n a t i D o ni s a t r l i b u G t ie o n n e r a l NI n e s w u r aI n n iC t c i ote i vm e m s u n i c a t i o n s
B u s i n e s s
N I S S p a r t a
T r a d i n g B r o k i n g

E P C N e w I n i t i a t i v e s

P r i v a t e E q u i t y

• Shri Anil Dhirubhai Ambani – Chairman

 • Prof. J Ramachandran
• Shri S.P. Talwar
• Shri Deepak Shourie
• Shri A.K.Purwar

Product and Services offered by Reliance Communication

Mobile : CDMA | GSM BlackBerry

Wireless Phone Office Centrex E1DID

Wireless Terminal One Office Duo

BlackBerry Audio Conferencing

Roaming Reliance PCO

BroadNet Toll-Free ITFS

Reliance Landline Broadband

Reliance Netconnect Business Broadband Internet

R World : CDMA | GSM Leased Line IPLC

Reliance Global Call Ethernet Leased Lines

Reliance Passport Virtual Private Network (VPN)

Wireless Data VPN

Reliance IPTV Video Conferencing

Common Service Center Internet Data Center (IDC)

 CHAPTER - 2

METHODOLOGIES

Research Objective & sub- objective

Information Requirement
Research Instrument used
Products, Sample technique & Limitations
Market share of mobile subscribers in India
Objectives of study
The key objective of customer satisfaction survey is to develop a set of actionable strategies that
will improve repeat customer sales. And

o To determine the key areas of weakness and strengths

o To measure and prioritize areas where reliance communication can improve most to
satisfy the prepaid customer.

o Identify the level of satisfaction and opportunities for repeat customer sales (e.g. New
tariff plans, Value added services, voice portals)

o Discover new ideas for new product and services

o Identify and fix recurring problems impacting customers

o Increase communication with customer, service quality and productivity

o Identify and fix recurring problem impacting customer.

Sub Objective

o To identify the Market share of RCOM CDMA & GSM Customers

o To find out the basic problems of Customers
o To find out the performance of Reliance Mobile Stores And Reliance World

Information Requirement

Network Coverage
o Discount Offered( Post Paid Or Pre Paid Connection)
o Schemes offered (Post Paid Or Pre Paid Connection)
o Service Tax
o Customer care
Research Instrument Used

The research is designed on Telephonic interview

Questionnaire based survey on reliance CDMA prepaid mobile customers

Audit based on handset related complain made by reliance postpaid FWP customer

Finding depends on customer’s feedback so it is a descriptive type of research.

Sampling technique
The total reliance customer of Kolkata in constitutes a non homogeneous group. So, for customer
satisfaction survey sample is chosen using Stratified sampling technique. Where the stratum is

• Reliance CDMA prepaid mobile customer of Kolkata circle.

• Month of activation of these connections is April 2010.

The feedback obtained is based on their three months Experience.

For Audit based survey all the handset related issues of a particular date is taken as sample.

Collection of primary data

Customer satisfaction survey is fully based on primary data collection. The mode of data
collection is direct communication with customer using telephonic interview method. It is most
quickest way of obtaining information. Again it is cheapest, economical and representative and
wider distribution of sample is possible.

For the present survey we choose three Parameters of Customer satisfaction …..

• Network Coverage

• Product and service offered by Reliance communication

• Customer care helpdesk

Each parameter contains 10 questions and each question contains four options where a
respondent indicates his/her agreement or disagreement with each option given in a question.
(Details of questionnaire is given in appendices)
Limitations

• In this method of study customer/ respondent get a very little time to

answer.

• Some time actual customer may not be respondent.

• Some respondent does not want to answer all the questions

• Some customers are not aware of their problem and resolutions

• Some respondent does not show interest in this type of survey.

• Customer gave feedback based on their three months experience.

• Some respondent said they does not use a particular features (e.g.: R-net, R-
world, Internet based services, SMS) so it is difficult to judge their
satisfaction level.

• Some customers remain not reachable due to network coverage problem or

phone was switched off.

• It is difficult to cover all the customers within given time.

CHAPTER - 3

Data Analysis & Interpretation

 Data Interpretation & Finding of

customer Survey
 Market share of mobile subscribers
Analysis and interpretation
Customer satisfaction survey based on Reliance Prepaid mobile customers

Question Format: Network Performance

• Coverage on main road & street within your city

Excelle
Good Average Poor Don’t Know Total (No)
nt
58 89 60 15 1 223
26% 40% 27% 7% 0% 100%
Table –network-01

Figure – network -01

• Quick Connection after dialing a number

Some
Always Often time Rarely Don't know TOTAL(No)
98 73 40 10 2 223
44% 33% 18% 4% 1% 100%
Table –network-02

Figure – network -02

• Incoming callers get through to your number promptly

Some
Always Often time Rarely Don't know TOTAL(No)
168 31 16 6 2 223
75% 14% 7% 3% 1% 100%
Table –network-03

Figure – network -03

Send / Receive SMS promptly to / from other Mobile Networks

Some TOTAL(N
Always Often time Rarely* Don't know o)
97 18 19 12 77 223
43% 8% 9% 5% 35% 100%
*HUTCH -6 ,RIM-3 , OTHERS-3

Table –network-04
 Figure – network -04

Voice quality (clarity/volume/two way speech) after getting through the number

Excellen Averag
Good Poor Don’t Know
t e TOTAL(No)
45 98 66 14 0 223
20% 44% 30% 6% 0% 100%
Table –network-05
Figure – network -05
Call drop in middle of a conversation

Some TOTAL(N
Never Often time Rarely Don't know o)
74 12 52 84 1 223
33% 5% 23% 38% 0% 100%
Table –network-06

Figure – network -06

 • Coverage inside Airport, Railway station, Bus terminal, Hospitals,
Hotels, Public places you visit

Excelle TOTAL(No
Good Average Poor* Don’t Know
nt )
31 73 56 30 33 223
14% 33% 25% 13% 15% 100%
*City Centre -4 , High rise building -2, Office-4., Railway Station -10 other -10

Table –network-07

Figure – network -07

Coverage on highways / rail while traveling outside (within your state)

Excellent Good Average Poor Don’t Know TOTAL(No)

13 79 68 22 41 223
6% 35% 30% 10% 18% 100%

Table –network-08

Figure – network -08

Question Format: Product and Service Offered

Handset range and variety available

Don’t
Excellent Good Average Poor
Know TOTAL(No)
17 71 7 1 1 97
18% 73% 7% 1% 1% 100%

Table- Product& Service -01

 Figure- Product & Service -01

• Tariff plans / vouchers schemes offered are easy to understand and suit your requirement

Easy & Easy but not Not easy but Not easy& not
Suit suit suit suit TOTAL (No)
71 2 21 3 97
73% 2% 22% 3% 100%
Others Option- Don’t Know

Table- Product& Service -02

 Figure- Product & Service -02

• Availability of recharge vouchers at convenient location

 Some
Always Often time Rarely Don't use TOTAL (No)
79 9 2 4 3 97
81% 9% 2% 4% 3% 100%

Table- Product& Service -03

Figure- Product & Service -02

 • Internet access, stability, & download speed through R-Connect

Stable & Stable But Not stable nor Don't Stable & very TOTAL
Fast Slow fast use fast (No)
7 4 2 76 8 97
7% 4% 2% 78% 8% 100%

Table- Product& Service -04

Figure- Product & Service -03

• Ease of access(speed/time) specific R-World contents (some of cases as mentioned below)

Excellent Good Average Poor Don’t use TOTAL (No)

6 6 4 0 81 97
6% 6% 4% 0% 84% 100%

Table- Product& Service -04

Figure- Product & Service -04

• Utility aspects of NSE, BSE, NCDEX (for commodities) quotes available on R-World

Excelle Avera
Good Poor Don’t use
nt ge TOTAL (No)
1 5 0 2 89 97
1% 5% 0% 2% 92% 100%

Table- Product& Service -04

Figure- Product & Service -05

• Information given on News, Travel, Guide, Find & Buy yellow pages, city guide, Exam
results etc.

Excellent Good Average Poor Don’t use TOTAL (No)

2 5 3 2 85 97
2% 5% 3% 2% 88% 100%

Table- Product& Service -06

Figure- Product & Service -06

• Infotainment provided thro

Ring tones, WallpaperHumor, Games, Songs, Films, Contest, and Kidzworld

Boaring Don’t use Exciting Time pass Fundo TOTAL (No)

2 77 14 4 0 97
2% 79% 14% 4% 0% 100%

Table- Product& Service -07

Figure- Product & Service -06

• Usefulness of Rail reservation,Dictionary,Phbook ,Mobile-banking, RIM
Bills,Messaging,Surf(email)

Averag Don’t TOTAL

Excellent Good Poor
e use (No)
0 5 2 2 88 97
0% 5% 2% 2% 91% 100%

Table- Product& Service -07

Figure- Product & Service -07

Question Format: Customer Care and Help Desk

• Did you approach any of stats outlets for general query,complaint,new connection etc

Not
Call Web world Point Of Approache TOTAL
Centre Express Web World Sales d No
101 9 0 1 1 112
90% 8% 0% 1% 1% 100%

Table- Customer care Helpdesk -01

Figure- Customer Care Help desk -01

 • Time to access Call Center Executive (on dialing *222 or *333 & activating IVR
option)

Averag
Very quick Quick e Long Could not TOTAL
<30s <60s <90s >120s access No
1 9 17 72 13 112
1% 8% 15% 64% 12% 100%

Table- Customer care Helpdesk -02

Figure- Customer Care Help desk -02

• Wait-in period to access Customer Care executive in Web world / Web world express

5 - 10 10 -15 TOTAL
< 5 min min min >15 min >30 min (No)
73 17 14 4 4 112
65% 15% 13% 4% 4% 100%

Table- Customer care Helpdesk -03

*WW – Reliance Web World, WWE – Reliance Web World Express

Figure- Customer Care Help desk -03

• Were you attended / assisted satisfactorily by our Customer care during above interactions

Always Often Some times Rarely Don't know TOTAL

37 22 38 13 2 112
33% 20% 34% 12% 2% 100%

Table- Customer care Helpdesk -04

Figure- Customer Care Help desk -04

 • Please specify reasons (excluding general query / billing) to contact CC / WW / POS

Service RCV/ TOTA

activation/Barring Network & balance Rworld/Netconnect/ None of L
Related Coverage Related Related SMS related these No
8 20 71 7 6 112
100
7% 18% 63% 6% 5% %

Table- Customer care Helpdesk -05

Figure- Customer Care Help desk -05

• Number of attempts / follow-ups to get resolution

>5
Once Twice 3 - 5 times times Don’t know TOTAL
36 25 31 19 1 112
32% 22% 28% 17% 1% 100%

Table- Customer care Helpdesk -06

Figure- Customer Care Help desk -06

• Time taken to reactivate services (in case you were barred) after making necessary
payments

< 3hrs 3 - 12 hrs 12 - 48 hrs > 48 hrs Not applicable TOTAL

24 1 4 6 77 112
21% 1% 4% 5% 69% 100%

Table- Customer care Helpdesk -07

Figure- Customer Care Help desk -07

Time taken for resolving complaints (other than coverage, billing & reactivation cases) :

7 - 30
<1 day 1-2 days 3- 7 days days > 30 days TOTAL
85 14 5 1 7 112
76% 13% 4% 1% 6% 100%

Table- Customer care Helpdesk -08

Figure- Customer Care Help desk -08

• In case reported regarding coverage deficiency, was any time frame indicated for
resolutions

Yes NO NA TOTAL
19 29 64 112
17% 26% 57% 100%

Table- Customer care Helpdesk -09

Figure- Customer Care Help desk -09

 • Promptness in resolving "coverage deficiency as per indicated time frame"

Excellent Good Average Poor Don’t Know TOTAL

4 47 16 7 38 112
4% 42% 14% 6% 34% 100%

Table- Customer care Helpdesk -10

Figure- Customer Care Help desk -10

 Chapter - 4

Conclusions

 Conclusion
 Finding
Conclusion

Indian economy is an emerging one and is growing very fast at the average GDP rate 8-9% so in this
emerging market competition level among telecommunication services provides new players are
coming who will necessarily intensify the competition. New products and new schemes are being
offered by the telecom service providers. The need for large information capacity has grown
tremendously due to the demand of real time information. Telecommunication has now become a
major information transmission system and telecom has undoubtedly emerged as the most important
industry in India. Indian telecom companies are putting in their best offer to rope in major telecom
operators of the world e.g. Vodafone, Aircel and MTS etc. are playing their role in synergy with the
operation of the Indian companies. Process of acquisition and merger are in process and future will
be only for those companies who have an edge over others in the field. Service provided and the
better quality of network etc. is provided at affordable cost. In this process of competition it is
assumed that only those companies will survive who adopt suitable market strategy and technology
innovation and up gradation to suit the aspiration and demand of the consumer.

RCOM cellular ltd. an Anil Ambani Group of cos. is very fast catching up with the market by providing
cheaper calling rates. The market strategies adopted by its executives are bearing fruits and the
company although being the Second one to enter the market of Bihar & Jharkhand has found a
suitable niche and recognition in the consumer. But this is not a thing for self contentment as the
survey reveals that in network, service and distributor, its place is very far behind to other competitors
viz. Airtel, BSNL, and Tata indicom etc. so to withstand the competition resources mobilization and
technological innovation on the part of cos. To upgrade its quality of network and services is urgently
called for.

Market access and growth is alright but the improvement of quality on the above counts is necessity
of the time.
Services provided by Stores: -

All the Stores are dealing in all services i.e. providing Recharge Voucher, SIM, Tariff Voucher
,payment collection and keep wide range of open market handsets .

Satisfaction: -
Most of the customers i.e. around 74% of respondents are satisfied with RCOMM brand, 10% of
them push RCOMM brand to the reference customer and rest 16% customers are not satisfied
with RCOMM brand due to issue pending, balance deduction and customer service both inside
the stores and customer care.

Problems: -
Around 15% of the respondents that there is network problem with RTL (GSM), on the other
hand they found its competitors viz. Airtel, BSNL, Vodaphone network connectivity of very good
to good level.
 Chapter – 5

Appendices

 Bibliography
 BOOKS

o Marketing Management - Phillip Kotler

o Marketing Research - Tull & Hawkins

MAGAZINE

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NEWSPAPERS

o Economic Times

o The Times of India

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