Beruflich Dokumente
Kultur Dokumente
CUSTOMER
SATISFACTION SURVEY
OF AIRTEL
Page 1 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Table of Contents
Page 2 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Abstract
Marketing Research is the systematic design, collection, analysis, and reporting of data and
findings relevant to a specific marketing situation faced by the company. We Group No.3
created a questionnaire and surveyed the market of Airtel in the campus of NITK, Surathkal.
The important features of this survey were to find out the customer satisfaction and
improvement of the product. The method used for survey was sampling method and contact
method. The Airtel concept was taken due to its wide use of the connection all over India.
Page 3 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
1 Introduction
Customer satisfaction is a measure of how products and services supplied by a company
meet or surpass customer expectation. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy. Exceptional customer service results in
greater customer retention, which in turn results in higher profitability.
Customer satisfaction can help your business achieve a sustainable competitive advantage. It
deals with the way a customer feels after purchasing a product or service and, in particular,
whether or not that product or service met the customer's expectations.
Customer satisfaction allows your customers to communicate with you directly about their
needs, assuring you that the quality standards you establish reflect the voice of the
customer and not just the company line.
Page 4 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Because everyone’s needs are different, a specific approach is developed to meet them.
However, the overall process can be divided into six interactive phases.
Phase 6: Tracking
Phase 1: Mobilization
Define Business and Information Objectives Provide Ongoing Quantitative Assessment of
Develop Overall Plan Performance
Gain Management Commitment Deliver Easy-to- Understand Reports to
Employees/Management
Phase 2: Discovery
Identify:
Needs/Expectations Phase 5: Implementation
Types of Problems
Implement Plans
Points of Customers/Company Interaction
Conduct Qualitative Research
Survey Customers/Employees
Page 5 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Sample design covers the method of selection, the sample structure and plans for analyzing
and interpreting the results. Sample designs can vary from simple to complex and depend on
the type of information required and the way the sample is selected.
Three important decisions must be made while designing the sampling plan:
1. Sampling unit: Who is to be surveyed?
The marketing researcher must define the target population that will be sampled.
2. Sample size: How many people should be surveyed?
Large samples give more reliable results than small samples. However, it is not necessary
to sample the entire target population or even a substantial portion to achieve reliable
results.
3. Sampling procedure: How should the respondents be chosen?
To obtain a representative sample, a probability sample of the population should be
drawn.
Page 6 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
3 Methodology
A market research was conducted in NITK, Surathkal to measure the level of satisfaction
amongst Airtel service users.
• Sampling method used: Convenience sampling, i.e. using the most accessible people,
who are willing to volunteer
Sampling 90
Size
(A sampling unit is one of the units into which an aggregate is divided for the purpose of
sampling, each unit being regarded as individual and indivisible when the selection is made.
The sample size of a statistical sample is the number of observations that constitute it. It is
typically denoted n, a positive integer.)
Page 7 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
4 Questionnaire
2. Age : _____
3. Branch : _______________________________
4. Semester : _________
SECTION B
Prepaid Postpaid
Page 8 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Yes No
(ii) How do you rate Airtel compared to the connection you previously used?
6. How many times have you contacted Airtel customer care in the past?
Page 9 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
_____________________________________________________________________
5 Analysis
Page 10 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Page 11 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Page 12 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Page 13 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
Page 14 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
6 Conclusion
After the survey of 100 sampling units we came to the following conclusions according to the
statistical data:-
1. Maximum of the users using Airtel were between 0-1 years.
2. The connection type used is mainly prepaid.
3. The GPRS/MMS were the features that attracted the customers and were the reason for
use of Airtel Connection.
4. The quality of Airtel network was judged to be very good.
5. The
6. The use of Customer Care service was very less.
7. The Customer care service was also adjudged to be good in service.
8. Maximum of 74% persons gave their view as Airtel being a connection with good
schemes.
9. About half of the persons pointed to make recommendations of Airtel.
10. Maximum of the persons didn’t provide any suggestion but reducing the call tariff was an
important issue next to it.
Page 15 of 16
CUSTOMER SATISFACTION SURVEY OF AIRTEL
7 References
1. Kotler, Philip; Keller, Kevin Lane; Marketing Management; Edition 12e; Prentice Hall of
India
2. http://tutor2u.net/business/marketing/research_sampling.asp
3. http://www.apmf.org.sg/Topic4.ppt
4. http://www.icrsurvey.com/docs/Overview%20of%20Customer%20Satisfaction%20and
%20Loyalty.do
Page 16 of 16