A PROJECT REPORT ON

TO INCREASE THE GROSS ADD SHARE OF POSTPAID IN GUWAHATI

(FOR- VODAFONE SPACETEL LIMITED, GUWAHATI)

PREPARED BYDHRITI BORKAKOTY ASSAM INSTITUTE OF MANAGEMENT BAMUNIMAIDAM GUWAHATI

ORGANIZATION GUIDE- RAVI KANT SHARMA INSTITUTIONAL GUIDE- DR. RASHEEDA TAHIRA NOORAIN

EXECUTIVE SUMMARY

Title of the project: To increase the gross additional share of post-paid in Guwahati

Duration: 1 month

Research methodology: Market survey Sample size 50 (retailers) and Tele-calling to 50 (Customers)

Sources of data: Questionnaires, Laeflets collected from operators stores

Main objective: 1) To study the growth of post-paid services in Guwahati 2) To compare the services of various operators 3) To explore the postpaid plans of Vodafone, Airtel, Aircel, Reliance and BSNLs available not available in the market. 4) To explore and take corrective actions to increase the share of Vodafone in Guwahati market.

Introduction
The post-paid mobile phone is a mobile phone for which service is provided by a prior arrangement by a Telecom Service Provider (TSP). The user in this situation is billed after the fact according to their use of mobile services at the end of each month. Typically, the customer's contract specifies a limit or "allowance" of minutes, text messages etc., and the customer will be billed at a flat rate for any usage equal to or less than that allowance. Any usage above that limit incurs extra charges. Theoretically, a user in this situation has no limit on use of mobile services and, as a consequence, unlimited credit. This service is better for people with a secured income. Post-paid service mobile phone typically requires the following essential component in order to make the 'post-usage' model viable: Credit history/Contractual commitment: This is the basis on which the service provider is able to trust the customer with paying their bill when its due and to have legal resource in case of non-payment. The bill itself is an important component of the services which acts as an ambassador of the service provider and at times as an evidence of the service itself. The bill needs to be readable; comprehensible as well as aesthetically attractive for the subscriber to be interested enough to see details other than the bill amount. The alternative billing method is a prepaid mobile phone where a user pays in advance for credit which is then consumed by use of the mobile phone service.

The report covers the following information:

Names of the 50 retailers from various locations of Guwahati. Only retailers having multiple products have been included in the study. Only Vodafone retailers are excluded. Findings from Retailers survey
Findings from Customer survey Plans of various operators available and not available in the market Recommendation Annexure

Names of the 50 retailers visited on 11th to 17th of June

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. Monikornica, Bhetapara Mahamaya Kitap Ghar, Beltola Conjoin Corner, Beltola Nice Xerox Centre, Sarumatoria Mahabir music, Lalganesh Kalita varities, Fatasil Ambari Anupama communication, Lokhra Seal store, Ambari Swagatam PCO, Hengrabari Priyanka store, Hatigarh Charali Dubak Enterprise, Bora service Suravi enterprise, Ganeshguri Meena Traders, Ulubari School corner, Hatigaon Pandit pan shop, Fancy Bazaar Ganesh multi corner, Bhetapara Choudhury store, Athgaon Cyber zone, Ghosala Bazaar Mahesh store, Bharalumukh New Zonali Drugs, Jonali Goswami store, Uzan Bazaar Friends gallery, Panbazaar S M store, Panbazaar Chimi bok stall, Super Market Priyanka store, Rukmini gaon Bora PCO, Laxmi nagar Daily needs, Beltola Sky tele service, Basistha Lado gift house, Basistha Game planet, ABC, Tarun Nagar Chetans, Lachit Nagar Sankardev Hardware, Lokhra Cell Corner, Bhangagarh Swapna Hardwares, Rehabari New choudhury medicos, Chabipul chariali Gopinath store, Lalganesh World communication, Shantipur Banashree store, Kanapara Choudhury telecom, Panbazar Kamini telecommunication, Christian Basti Pacific infracom, Bhetapara Bordoloi agency videos, Kahilipara Vineet corporation, Athgaon

44. 45. 46. 47. 48. 49. 50.

Amit store, Amingaon Parul centre, Fatashil ambari Maa manasha corporation, Kumarpara Gem associates, Fancy bazaar Akash communication, Bharalumukh Upahar book stall, Katahbari, Garchuk Mobile point, Beltola

Findings from the Retailers Survey

A market survey of 50 retailers from the areas like Bhetapara, Beltola, Lalganesh, Lokhra, Hengrabari, Ganeshguri, Hatigaon, Hatigarh Charali, Pandu, Basistha, Athgaon, Panbazaar, Bharalumukh, Santipur, Bora service, Bhangagarh, ABC, Jonali, Super Market, Fancy Bazaar, Lachit Nagar area was conducted by the researcher. The findings are as below

Finding from questionnaires Q. no.3 : Which service providers post-paid plans do you sell? Operator Vodafone Airtel Aircel Reliance BSNL Others Total Highest sell by retailer (Out of 50) 48 47 41 49 33 17 235 Percentage 20% 20% 17% 21% 14% 7% 100%

Highest sell by retailer (Till May)

60 50 40 30 20 10 0 Vodafone Airtel Aircel Reliance BSNL Others Highest sell by retailer (Till May)

According to the survey conducted among the 50 retailers from various areas in Guwahati, Reliance is sold by 49 retailers among 50, Vodafone cones in the second and others respectively.

Finding from questionnaires Q. no.4: Most preferred/recommended Post-paid Service Providers? Why? Operator Vodafone Airtel Aircel Reliance BSNL Others Total Mostly preferred (Out of 50) 25 23 5 7 0 0 60 Percentage 42% 38% 8% 12% 0% 0% 100%

Mostly preferred (Out of 50)

25 20 15 10 5 0 Mostly preferred (Out of 50)

According to the survey conducted among the 50 retailers from various areas in Guwahati, most of the retailer prefer Vodafone and Airtel because according to them both of these operators service is good, good network, the sim gets activated within a short interval of time, the call rates are reasonable and they get all the information from the sales managers whenever they are in need and moreover customer demands Vodafone more. There is one retailer from Beltola named Mahamaya Kitap Ghar who said that till 17th of June he have sold 22 Vodafone Post-paid connections. The total number went upto 60 bacause there are some retailers who gives preference to more than one operators.

Finding from questionnaires Q. no.5: Which service provider you recommend when any customer approach for a Post-paid connection? Why? Operator Vodafone Airtel Aircel Reliance BSNL Others Total Mostly recommended (Out of 50) 25 21 3 4 0 0 53 Percentage 47% 40% 6% 8% 0% 0% 100%

According to the survey conducted among the 50 retailers from various areas in Guwahati, most of the retailer said that if any customer approach them for a post-paid connection they recommend Vodafone and Airtel because according to them both of these operators service is good, good network, the sim gets activated within a short interval of time, the call rates are reasonable and the bill payment can be done easily. But among the 50 retailers some of them said that they do not recommend any because nowadays most of the customers decide themselves. The total number went up to 53 because there are some retailers who recommends to more than one operator.

Finding from questionnaires Q. no.6: Do the Sales Manager/ Person regularly visit? If yes, which operator? Sales Manager/ Person regularly visit Total % of Yes % of No Total Percentage 50 70% 30% 100% 49 65% 35% 100% 49 59% 41% 100% 48 69% 31% 100% 46 50% 50% 100%

Operator Vodafone Airtel Aircel Reliance BSNL

Yes 35 32 29 33 23

No 15 17 20 15 23

According to the survey conducted among the 50 retailers from various areas in Guwahati, About 70% of the retailer had said that the sales manager/ person of Vodafone regularly visit them and 30% said that they do not visit; they said that they have to call them. About 65% of the retailer had said that the sales manager/ person of Airtel regularly visit them and 35% said that they do not visit; they said that they have to call them. About 59% of the retailer had said that the sales manager/ person of Aircel regularly visit them and 41% said that they do not visit; they said that they have to call them.

About 69% of the retailer had said that the sales manager/ person of Reliance regularly visit them and 31% said that they do not visit; they said that they have to call them. About 50% of the retailer had said that the sales manager/ person of BSNL regularly visit them and 50% said that they do not visit; they said that they have to call them.

Finding from questionnaires Q. no.7 : Do you get regular information of plan updates/changes? If yes, which operator? Regular information of plan updates/ changes Total % of Yes % of No Total Percentage 49 63% 37% 100% 50 62% 38% 100% 49 65% 35% 100% 49 53% 47% 100% 48 56% 44% 100%

Operator Vodafone Airtel Aircel Reliance BSNL

Yes 31 31 32 26 27

No 18 19 17 23 21

According to the survey conducted among the 50 retailers from various areas in Guwahati, About 63% of the retailer had said that they get regular information if there is any change in the plans of Vodafone through SMS or through a call and 37% of the retailer had said that they do not get regular information, rather they have to call up the sales person to enquire about the plan updates. About 62% of the retailer had said that they get regular information if there is any change in the plans of Airtel through SMS or through a call and 38% of the retailer had said that they do not get regular information, rather they have to call up the sales person to enquire about the plan updates. About 65% of the retailer had said that they get regular information if there is any change in the plans of Aircel through SMS or through a call and 35% of the retailer had said that they do not get regular information, rather they have to call up the sales person to enquire about the plan updates. About 53% of the retailer had said that they get regular information if there is any change in the plans of Reliance through SMS or through a call and 47% of the retailer had said that they do not get regular information, rather they have to call up the sales person to enquire about the plan updates. About 56% of the retailer had said that they get regular information if there is any change in the plans in BSNL through SMS or through a call and 44% of the retailer had said that they do not get regular information, rather they have to call up the sales person to enquire about the plan updates.

Finding from questionnaires Q. no.8: Do you have any service issues with Vodafone? If yes, of what kind? During the survey when the retailers were asked whether they have any service issues with Vodafone---- Out of 50 retailers 40 said that they have never faced any service issue with Vodafone. Out 0f 50 retailers 10 said that they faces service issues likea) Network fluctuations b) Bill payment cannot be done easily c) The sim activation process is very slow

Finding from questionnaires Q. no.9: Which operators post-paid connections are sold the most? Post-paid connections mostly sold ( Out of 50 retailers) 24 22 5 8 0

Operator Vodafone Airtel Aircel Reliance BSNL

During the survey when the retailers were asked about which operators post-paid connections are mostly sold then 24 retailers out of 50 said that Vodafone post-paid connections are mostly sold in comparison to other operators. It can be seen that 22 retailers out of 50 said that Airtel post-paid connections are mostly sold. 5 retailers out of 50 said that Aircel post-paid connections are mostly sold. 8 retailers out of 50 said that Reliance post-paid connections are mostly sold. The least sold post-paid connection is of BSNL according to the retailers.

From this above table we get to know that Vodafone and Airtel post-paid connections are mostly preferred by the customers due to the good service, good network, and reasonable call rates they provide.

Finding from questionnaires Q. no.10: Which denomination/plan is sold faster? (Across Operators) Why? Operator Vodafone Airtel Aircel Reliance BSNL Denomination mostly sold 99, 199, 399 99, 149, 199,222, 249, 450 99, 499 99, 149,299, 349

From the above table it can be seen that the following denominations are sold maximum because they offer good benefits at a good price.

Finding from questionnaires Q. no.11: Do you have Billing Facility? Bill Payment facility Operator Vodafone Airtel Aircel Reliance BSNL Yes 16 33 27 27 14 No 34 19 21 21 34

According to the survey conducted among the 50 retailers from various areas in Guwahati, There are very less number of retailers who has the billing facility for Vodafone in their stores. They said that though they have applied for the bill payment facility but they were not given any response from the other side. Airtel, Aircel and Reliance bill payments are done in most of the retailers surveyed. BSNL bill payment is also not available in many stores in comparison to Airtel, Aircel and Reliance.

Finding from questionnaires Q. no.12 : Are you aware of the ANE Roaming Benefits from Vodafone? Out of 50 retailers surveyed there is hardly any retailer who is not aware of the Assam North East (ANE) roaming benefits of Vodafone.

Finding from questionnaires Q. no.13: What commission you get from Service Provider? Mention the commission structure. Out of the 50 retailers surveyed all the retailers have said that they get a commission of Rs 250 from the operators they are dealing with. They also said that sometimes the commission goes up to 300 rupees if they are able to fulfil the targets given on various schemes.

Finding from questionnaires Q. no.14: Mention the retailers experience with Vodafone in comparison with competition. Out of the 50 retailers surveyed almost all the retailers have said that they have a good experience with Vodafone in comparison with competition.

Findings from the Customers Survey

A sample of 50 questionnaires was prepared for the customers survey. I did tele-call to various customers using post-paid service of different operators. I had divided the 50 questionnaires to 10 Vodafone, 10 Airtel, 10 Aircel, 10 Reliance and 10 BSNL service users and found out thatFinding from questionnaires Q. no.2: No. of users according to age Groups 16-20 (Out of 21-25 (Out of 25-35 (Out of 50) 50) 50) 0 0 8 0 0 4 0 0 5 0 1 4 0 0 4

Operator Vodafone Airtel Aircel Reliance BSNL

0-15 (Out of 50) 0 0 0 0 0

45 and above (Out of 50) 2 6 5 5 6

10 9 8 7 6 5 4 3 2 1 0 Vodafone Airtel Aircel Reliance BSNL 45 and above 25-35 21-25 16-20 0-15

According to the survey conducted it was found out that there was no any users of post-paid connections of any of the five above mentioned operators in the age groups 0-15 and 16-20. There was only one user of reliance post-paid service in the age group 21-25.

Out of 10 users from all operators there was 8 users of Vodafone, 4 users of Airtel, 5 users of Aircel, 4 users of Reliance and 4 users of BSNL using Post-paid services falling in the age group 25-35. From here it can be seen that users in this age in this age group is giving more preference to Vodafone. Out of 10 users from all operators there was 2 users of Vodafone, 6 users of Airtel, users of Aircel, 5 users of Reliance and 6 users of BSNL using Post-paid services falling in the age group 45 and above. From here it can be seen that users in this age in this age group is giving more preference to Airtel and BSNL.

Finding from questionnaires Q. no.3: According to the survey conducted - Out of 10 users there were 8 male users and 2 female users experiencing Vodafone postpaid service. Out of 10 users there were 6 male users and 4 female users experiencing Airtel post-paid service. Out of 10 users there were 8 male users and 2 female users experiencing Aircel post-paid service. Out of 10 users there were 8 male users and 2 female users experiencing Reliance post-paid service. Out of 10 users there were 5 male users and 5 female users experiencing BSNL post-paid service.

Finding from questionnaires Q. no.4 According to the survey conducted its found out that among the 50 post-paid users maximum users profession is Service.

Finding from questionnaires Q. no.5 According to the survey conducted it was found that among the 50 post-paid users maximum users annual income ranges from 5.01 Lacs 10 Lacs.

Finding from questionnaires Q. no.7: Which rental plan you are currently using?

Operator Vodafone Airtel Aircel Reliance BSNL

Zero Rental/ Lifetime 0 0 3 0 0

Rental Plan (No. of users out of 50) 1101151201301100 150 200 300 400 6 2 2 0 0 6 2 2 0 0 6 0 1 0 0 7 3 0 0 0 4 4 0 1 1

401500 0 0 0 0 0

500 and above 0 0 0 0 0

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

500 and above 401-500 301-400 201-300 151-200 101-150 1-100 Zero Rental/ Lifetime

According to the survey conducted it was found that In Vodafone there were maximum users using the rental plans which fall between 1-100 i.e. 99 plan. In Airtel there were maximum users using the rental plans which fall between 1-100 i.e. 99 plan. In Aircel there were maximum users using the rental plans which fall between 1-100 i.e. 99 plan. In Reliance there were maximum users using the rental plans which fall between 1-100 i.e. 99 plan.

In BSNL there were equal number of users using the rental plans which fall between 1-100 i.e. 99 and rental plans which fall between 1-150.

Finding from questionnaires Q. no.8: Are you satisfied with the services of your Service Provider?

According to the survey conducted it was found that Operator Vodafone Airtel Aircel Reliance BSNL Sample Size 10 10 10 10 10 Highly Dissatisfied 0 0 0 0 0 % Highly Dissatisfied 0% 0% 0% 0% 0%

From the above table it can be seen that not a single customer from the above mentioned operators are not highly dissatisfied with the post-paid service they are presently using.

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Dissatisfied 1 2 1 3 0

% Dissatisfied 10% 20% 10% 30% 0%

From the above table it can be seen that

1 customer from the sample of 10 Vodafone customers which make up to 10% of the total Vodafone customers are dissatisfied with the service provided by Vodafone. 2 customers from the sample of 10 customers which make up to 20% of the total Airtel customers are dissatisfied with the service provided by Airtel. 1 customer from the sample of 10 customers which make up to 10% of the total Aircel customers are dissatisfied with the service provided by Aircel. 3 customers from the sample of 10 customers which make up to 30% of the total Reliance customers are dissatisfied with the service provided by Reliance. Not a single customer from the sample of 10 customers is dissatisfied with the service provided by BSNL.

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Neutral 1 4 2 3 1

% Neutral 10% 40% 20% 30% 10%

From the above table it can be seen that

1 customer from the sample of 10 Vodafone customers which make up to 10% of the total Vodafone customers are neutral with the service provided by Vodafone. 4 customers from the sample of 10 customers which make up to 40% of the total Airtel customers are neutral with the service provided by Airtel. 2 customers from the sample of 10 customers which make up to 20% of the total Aircel customers are neutral with the service provided by Aircel. 3 customers from the sample of 10 customers which make up to 30% of the total Reliance customers are neutral with the service provided by Reliance. 1 customer from the sample of 10 customers which make up to 10% of the total BSNL customers is neutral with the service provided by BSNL.

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Satisfied 7 4 7 3 9

% Satisfied 70% 40% 70% 30% 90%

7 customers from the sample of 10 customers which make up to 70% of the total Vodafone customers are satisfied with the service provided by Vodafone. 4 customers from the sample of 10 customers which make up to 40% of the total Airtel customers are satisfied with the service provided by Airtel. 7 customers from the sample of 10 customers which make up to 70% of the total Aircel customers are satisfied with the service provided by Aircel. 3 customers from the sample of 10 customers which make up to 30% of the total Reliance customers are satisfied with the service provided by Reliance.

9 customers from the sample of 10 customers which make up to 90% of the total BSNL customers are satisfied with the service provided by BSNL.

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Highly Satisfied 1 0 0 1 0

% Highly Satisfied 10% 0% 0% 10% 0%

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied

Neutral
Dissatisfied Highly Dissatisfied

1 customer from the sample of 10 customers which make up to 10% of the total Vodafone customers is highly satisfied with the service provided by Vodafone.

Not a single customer of Airtel is highly satisfied with the service provided by Airtel.

Not a single customer of Airtel is highly satisfied with the service provided by Airtel.

1 customer from the sample of 10 customers which make up to 10% of the total Reliance customers are highly satisfied with the service provided by Reliance.

Not a single customer of Idea is highly satisfied with the service provided by Idea.

Finding from questionnaires Q. no.9, 10 and 12: Q no.9 Are you a multiple sim user or Single sim user? Q no.10 If you are a multiple sim user which operators SIM you use? Q no.12 What is the other service you use in the SIM?

According to the survey conducted it has been found out thatOperator Vodafone Airtel Aircel Reliance BSNL Total Single sim user (Out of 50) 5 5 6 4 6 26

Operator Vodafone Airtel Aircel Reliance BSNL Total

Multiple sim user (Out of 50) 5 5 4 6 4 24

User Operatorw ise Vodafone Airtel Aircel Reliance BSNL

Vodafone Post-paid 0 0 0 2 2

Airtel Postpaid 0 0 0 0 0

Distribution of Multiple Sim Users Aircel BSNL PostReliance Postpaid Post-paid paid 0 0 0 0 1 0 0 0 1 0 0 1 0 0 0

Vodafone Prepaid 2 4 1 0 0

Other Prepaid 3 0 3 3 2

From the above tables it can be seen that Though there is equal numbers of single sim users and multiple sim users but there are few Vodafone post-paid sim users who use other prepaid sim like Vodafone Prepaid and of other operators like Airtel Prepaid and Aircel Prepaid mostly because of data service.

Though there is equal numbers of single sim users and multiple sim users but there are few Airtel post-paid sim users who use Reliance post-paid and prepaid sim like Vodafone Prepaid because of data service as well as voice because according to the users Airtel is too expensive and the bill often comes in a high range without much usage. In Aircel there are more single sim users than multiple sim users. But the multiple sim users use prepaid sim of Vodafone and Airtel and Aircel prepaid also because according to the users data service is cheaper in Aircel prepaid. In Reliance there are more multiple sim users than single sim users. But the multiple sim users use BSNL post-paid, Vodafone post-paid and prepaid sim of Vodafone, Airtel and Aircel mostly because of data service and Voice because according to the users the network quality of Reliance is not satisfactory as it often fluctuates and call drop occurs. In BSNL there are more single sim users than multiple sim users. But the multiple sim users use Vodafone post-paid and prepaid sim of Airtel and Vodafone mostly because of data service and SMS.

Finding from questionnaires Q. no.13: How do you rate the Network Quality of Vodafone?

Operator Vodafone Operator Vodafone Operator Vodafone Operator Vodafone Operator Vodafone

Single Sim Users viewpoint about Vodafone Network Quality Sample Size Highly Dissatisfied % Highly Satisfied 5 1 20% Sample Size Dissatisfied % Dissatisfied 5 0 0% Sample Size Neutral % Neutral 5 1 20% Sample Size Satisfied % Satisfied 5 3 60% Sample Size Highly Satisfied % Highly Satisfied 5 0 0%

The question has been divided into two parts. From the above table it can be found out about the opinion of only the Vodafone single sim users Out of 5 single sim users of Vodafone only 1 person which makes upto 20% of the total Vodafone single sim user is highly dissatisfied with the network quality of Vodafone. Not a single person is dissatisfied with the network quality of Vodafone. Out of 5 single sim users of Vodafone only 1 person which makes upto 20% of the total Vodafone single sim user is neutral with the network quality of Vodafone.

Out of 5 single sim users of Vodafone 3 persons which makes upto 60% of the total Vodafone single sim user is satisfied with the network quality of Vodafone. Not a single person is highly satisfied with the network quality of Vodafone.

Operator Vodafone Airtel Aircel Reliance BSNL

Multiple Sim Users viewpoint about Vodafone Network Quality Multiple sim users Sample Size Highly Dissatisfied % Highly Dissatisfied 5 0 0% 5 0 0% 4 0 0% 6 0 0% 4 0 0%

From the above table it can be found that There are 5 users who use more than one Vodafone sim. The other operators sample size depicts how many customers use Vodafone as a secondary sim. Not a single user using Vodafone sim is highly dissatisfied with the network quality of Vodafone.

Operator Vodafone Airtel Aircel Reliance BSNL

Multiple Sim Users viewpoint about Vodafone Network Quality Multiple sim users Sample Size Dissatisfied % Dissatisfied 5 1 20% 5 0 0% 4 0 0% 6 0 0% 4 0 0%

From the above table it can be found that Only 1multiple sim user of Vodafone is highly dissatisfied with the network quality of Vodafone.

Operator Vodafone Airtel Aircel Reliance BSNL

Multiple Sim Users viewpoint about Vodafone Network Quality Multiple sim users Sample Size Neutral 5 1 5 4 4 2 6 3 4 1

% Neutral 20% 80% 50% 50% 25%

From the above table it can be found that Only 1 out of 5 multiple sim user of Vodafone which makes upto 20% of the total Vodafone multiple sim users is neutral with the network quality of Vodafone. 4 out of 5 Airtel multiple sim user which makes upto 80% of the total Airtel multiple sim users who uses Vodafone as a secondary sim is neutral with the network quality of Vodafone. 2 out of 4 Aircel sim user which makes upto 50% of the total Aircel multiple sim users who uses Vodafone as a secondary sim is neutral with the network quality of Vodafone. 3 out of 6 Reliance sim user which makes upto 50% of the total Reliance multiple sim users who uses Vodafone as a secondary sim is neutral with the network quality of Vodafone. 1 out of 4 BSNL sim user which makes upto 25% of the total Reliance multiple sim users who uses Vodafone as a secondary sim is neutral with the network quality of Vodafone.

Operator Vodafone Airtel Aircel Reliance BSNL

Multiple Sim Users viewpoint about Vodafone Network Quality Multiple sim users Sample Size Satisfied 5 4 5 2 4 1 6 1 4 0

% Satisfied 80% 40% 25% 17% 0%

From the above table it can be found that 4 out of 5 multiple sim user of Vodafone which makes up to 80% of the total Vodafone multiple sim users is satisfied with the network quality of Vodafone. 2 out of 5 Airtel multiple sim user which makes up to 40% of the total Airtel multiple sim users who uses Vodafone as a secondary sim is satisfied with the network quality of Vodafone.

1 out of 4 Aircel sim user which makes up to 25% of the total Aircel multiple sim users who uses Vodafone as a secondary sim is satisfied with the network quality of Vodafone. 1 out of 6 Reliance sim user which makes up to 17% of the total Reliance multiple sim users who uses Vodafone as a secondary sim is satisfied with the network quality of Vodafone. Not a single user of BSNL who uses Vodafone as a secondary sim is satisfied with the network quality of Vodafone.

Operator Vodafone Airtel Aircel Reliance BSNL

Multiple Sim Users viewpoint about Vodafone Network Quality Multiple sim users Sample Size Highly Satisfied % Highly Satisfied 5 0 0% 5 2 40% 4 0 0% 6 0 0% 4 2 50%

Multiple sim users Vodafone Network Quality

Highly Dissatisfied Dissatisfied 0% Neutral 0% Satisfied 0% 30% Highly Satisfied

70%

From the above table it can be found that Not a single user of Vodafone who is highly satisfied with the network quality of Vodafone. 2 out of 5 Airtel multiple sim user which makes up to 40% of the total Airtel multiple sim users who uses Vodafone as a secondary sim is highly satisfied with the network quality of Vodafone.

Not a single user of Aircel who uses Vodafone as a secondary sim is highly satisfied with the network quality of Vodafone. Not a single user of Reliance who uses Vodafone as a secondary sim is highly satisfied with the network quality of Vodafone. 2 out of 4 BSNL multiple sim user which makes up to 50% of the total BSNL multiple sim users who uses Vodafone as a secondary sim is highly satisfied with the network quality of Vodafone

Finding from questionnaires Q. no.14: How do you rate Vodafone Voice Services?

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Operators Voice Service Highly Dissatisfied 0 0 0 0 0

% Highly Dissatisfied 0% 0% 0% 0% 0%

From the above table it can be found that Not a single user of any of the five operators is highly dissatisfied with the Vodafone voice service.

Operator Vodafone Airtel Aircel Reliance BSNL

Operators Voice Service Sample Size Dissatisfied 10 0 10 0 10 0 10 0 10 0

% Dissatisfied 0% 0% 0% 0% 0%

From the above table it can be found that Not a single user of any of the five operators is dissatisfied with the Vodafone voice service.

Operator Vodafone Airtel Aircel Reliance BSNL

Operators Voice Service Sample Size Neutral 10 3 10 1 10 3 10 4 10 3

% Neutral 30% 10% 30% 40% 30%

From the above table it can be found that 3 out of 10 Vodafone post-paid users which makes upto 30% of the total Vodafone users is neutral with the Vodafone voice service. 1 out of 10 Airtel post-paid users which makes upto 10% of the total Airtel users is neutral with the Vodafone voice service. 3 out of 10 Aircel post-paid users which makes upto 30% of the total Aircel users is neutral with the Vodafone voice service. 4 out of 10 Reliance post-paid users which makes upto 40% of the total Reliance users is neutral with the Vodafone voice service. 3 out of 10 BSNL post-paid users which makes upto 30% of the total BSNL users is neutral with the Vodafone voice service.

Operator Vodafone Airtel Aircel Reliance BSNL

Operators Voice Service Sample Size Satisfied 10 7 10 9 10 7 10 6 10 7

% Satisfied 70% 90% 70% 60% 70%

From the above table it can be found that 7 out of 10 Vodafone post-paid users which makes up to 70% of the total Vodafone users is satisfied with the Vodafone voice service. 9 out of 10 Airtel post-paid users which makes up to 90% of the total Airtel users is satisfied with the Vodafone voice service.

7 out of 10 Aircel post-paid users which makes up to 70% of the total Aircel users is satisfied with the Vodafone voice service. 6 out of 10 Reliance post-paid users which makes up to 60% of the total Reliance users is satisfied with the Vodafone voice service. 7 out of 10 BSNL post-paid users which makes up to 70% of the total BSNL users is satisfied with the Vodafone voice service.

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Operators Voice Service Highly Satisfied 0 0 0 0 0

% Highly Satisfied 0% 0% 0% 0% 0%

From the above table it can be found that Not a single user of any of the five operators is highly satisfied with the Vodafone voice service.

Finding from questionnaires Q. no.15: Most preferred/recommended Post-paid Service Providers? Why? Operator Vodafone Airtel Aircel Reliance BSNL Most preferred service providers Vodafone Airtel Aircel 10 0 0 4 6 0 1 0 8 2 0 0 1 0 0

Sample Size 10 10 10 10 10

Reliance 0 0 0 5 0

BSNL 0 0 1 1 9

Mostly preferred (Out of 50)

Aircel 8%

Reliance 12%

Vodafone 42%

Airtel 38%

From the above table it can be found that Not a single user of Vodafone prefers any other operators post-paid service other than Vodafone because it offers a very good service, good network. 4 out of 10 Airtel users prefer Vodafone and 6 prefer Airtel itself. 1 out of 10 Aircel users prefers Vodafone, 1 prefers BSNL and 8 prefer Aircel itself. 2 out of 10 Reliance users prefer Vodafone, 1 prefers BSNL and 5 prefers Reliance itself. 2 user could not comment. 1 out of 10 BSNL users prefers Vodafone and 9 prefer BSNL itself.

Finding from questionnaires Q. no.16: Which service provider you recommend for a Post-paid connection? Why?

Operator Vodafone Airtel Aircel Reliance BSNL

Sample Size 10 10 10 10 10

Most recommended service providers Vodafone Airtel Aircel Reliance 10 0 0 0 4 6 0 0 1 0 8 0 2 0 0 5 1 0 0 0

BSNL 0 0 1 1 9

From the above table and graph it can be found that Not a single user of Vodafone would recommend any other operators post-paid service other than Vodafone. 4 out of 10 Airtel users would recommend Vodafone and 6 recommend Airtel itself. 1 out of 10 Aircel users would recommend Vodafone, 1 would recommend BSNL and 8 would recommend Aircel itself. 1 user could not comment. 2 out of 10 Reliance users would recommend Vodafone, 1 would recommend BSNL and 5 would recommend Reliance itself. 2 user could not comment. 1 out of 10 BSNL users would recommend Vodafone and 9 prefer BSNL itself.

Finding from questionnaires Q. no.17: Customers overall experience with Vodafone? If not a Vodafone User whats the experience with current Service Provider.

VODAFONE:
A customer named Sanjib Baruah who previously had a Reliance connection had did MNP (Mobile Number Portability) to Vodafone due to good service and according to him Vodafones response to any complaint is immediate. A customer named Debajit Purkayastha said that Vodafone offers good plans and benefits but the network quality is bit poor and he also mentioned that he has a 3G connection but at the end of the month the bill comes with a very high amount without much usage. Apart from these the overall experience of the Vodafone post-paid users with Vodafone is very good.

AIRTEL:
A few customers of Airtel said that it is too expensive and charges high price unnecessarily. A few customers said that Airtel network often fluctuates. Apart from these the overall experience of the Airtel post-paid users with Airtel is good.

AIRCEL:
From the survey it can seen that none of the Aircel customers had any type of complaint against Aircel. They said that the service of Aircel is very good and call rates are also reasonable. The overall experience is very good.

RELIANCE:
Few customers of Reliance said that Reliance charges unnecessary bills without much usage, call drop occurs and network often fluctuates. A customer named Bishwajit Rai who was not at all satisfied with the service of Reliance immediately decided to do MNP to Vodafone during the survey. The overall experience of the other customers of Reliance was fine. There were also some loyal customers of Reliance.

BSNL:
All the customers of BSNL said that they are quite satisfied with the service BSNL is providing and call rates are also reasonable. There were some loyal customers of BSNL who have been using BSNL since a very long period. The overall experience of the BSNL customers was very good.

POSTPAID PLANS OF OPERATORS AVAILABLE IN THE MARKET AND NOT AVAILABLE IN THE MARKET VODAFONE: Plans available in the market
Per second plans Parameters Full Value199 NIL 500 199 0 199 (Local + STD mins) Talk plan 250 NIL 500 250 0 250 Local mins Full value 399 NIL 500 399 0 199 Local + 199 STD mins V2V plan 198 NIL 500 198 0 1st 600 mins free to local Vodafo ne mobile phone s (10 pm to 6pm) therea fter 0.50p/ min 99 (Local + Nation al) V2V plan 298 NIL 500 298 0 1st 1200 mins free to local Vodafo ne mobile phones (10 pm to 6pm) thereaf ter 0.50p/ min 99 (Local + Nation al) 100 (Local + National ) 150 (Local) + 150 (National )

Per minute plans

V2V plans

Plan99 Activation charges Security Deposit Monthly rental Monthly CLIP charges Free monthly calling value (Mins) NIL 500 99 0

Plan99 NIL 500 99 0

Advance rental plans 6 12 months months rental rental plan plan NIL 500 750 (6 months) 0 NIL 500 1299 (12 months) 0

NIL

NIL

40 local mins

60 local mins

99 Free SMS (Local + National) Local Charges (Rs.) CUG To Vodafone mobiles To other mobiles To landline/WLL STD call charges (Rs.) To Vodafone mobiles Applicabl e 1p/sec 1p/sec 1p/sec

99 (Local + Nationa l)

199 NIL (Local + National)

199 (Local) +

199 (National)

Applica ble 50p/mi n 50p/mi n 50p/mi n

Applicable 50p/min 50p/min 50p/min

Applic able 30p/m in 50p/m in 50p/m in

Applicable 50p/min 50p/min 50p/min

Applic able 50p/m in 50p/m in 50p/m in

Applica ble 50p/mi n 50p/mi n 50p/mi n

Applicab le 50p/min 50p/min 50p/min

Applicabl e 50p/min 50p/min 50p/min

1p/sec

50p/mi n

50p/min

Re 1/min

50p/min

50p/m in

50p/mi n

70p/min

70p/min

To other mobiles To landline/WLL SMS call charges (Rs./SMS) Local National Roaming National Roaming call charges (Re/min) Outgoing Local Outgoing STD Incoming

1p/sec 1p/sec

50p/mi n 50p/mi n

50p/min 50p/min

Re 1/min Re 1/min

50p/min 50p/min

50p/m in 50p/m in

50p/mi n 50p/mi n

70p/min 70p/min

70p/min 70p/min

50p 50p 5

50p 50p 5

50p 50p 5

50p 50p 5

50p 50p 5

50p 50p 5

50p 50p 5

50p 50p 5

25p 50p 5

1 1.5 1

1 1.5 1

1 1.5 1

1 1.5 1

0.7 1.5 0.7

1 1.5 1

1 1.5 1

1 1.5 1

1 1.5 1

Parameters Activation charges Security Deposit Monthly rental Monthly CLIP charges Free talktime Free SMS

99 Per minute combo NIL 500 99 0 NIL NIL

125_Per sec_Combo NIL 300 224 0 1800 secs NIL

199_Per sec_Combo V2V_Mirror NIL 300 298 0 15000 secs NIL

Full_value_199_ V2V_Mirror NIL 500 298 0 199 (Local + STD ) Mins 199 (Local + STD )

Local Charges (Rs.) CUG To Vodafone mobiles To other mobiles To landline/WLL STD call charges (Rs.) To Vodafone mobiles To other mobiles To landline/WLL SMS charges Local 40p/min 1p/SMS 25p/SMS 50p/SMS Free 40p/min 40p/min 40p/min 40p/min 40p/min 40p/min Free Free 1p/sec 1p/sec 1.2p/sec 1.2p/sec 1.2p/sec Free Free 1p/sec 1p/sec 1p/sec 1p/sec 1p/sec 50p/min Free 50p/min 50p/min 50p/min 50p/min 50p/min

National International Roaming rates (while in Vodafone network) Outgoing Local Outgoing STD Incoming SMS charges in Roaming (Rs/SMS) Outgoing Local Outgoing STD Incoming

40p/min 5 Rs/SMS

1p/SMS 5Rs/SMS

25p/SMS 5Rs/SMS

50p/SMS 5Rs/SMS

70p/min 70p/min 70p/min

70p/min 70p/min 70p/min

70p/min 70p/min 70p/min

1Rs/min 1Rs/min 1Rs/min

1.5 1.5 3.45

VODAFONE: Plans not available in the market

125 Per second combo NIL 500 125 0 1800 secs 199_Per sec_Combo NIL 500 199 0 15000 secs 99_Per minute_Combo V2V_Mirror Activation charges Security Deposit Monthly rental Monthly CLIP charges Free talktime NIL 300 198 0 NIL 99_per minute V2V_Mirror NIL 500 198 0 NIL 99 (Local+National ) Full_value_199_ V2V_<irror NIL 500 198 0 NIL 99 (Local+National)

Parameters

Free SMS

NIL

NIL

NIL

Local Charges (Rs.) CUG To Vodafone mobiles To other mobiles To landline/WLL STD call charges (Rs.) To Vodafone mobiles To other mobiles To landline/WLL SMS charges Local National International Roaming rates (while in Vodafone network) Outgoing Local Outgoing STD Incoming SMS charges in Roaming (Rs/SMS) Outgoing Local Outgoing STD Incoming 1.5 1.5 3.45 1.5 1.5 3.45 70p/min 70p/min 70p/min 70p/min 70p/min 70p/min 70p/min 70p/min 70p/min 1Rs/min 1Rs/min 1Rs/min 1Rs/min 1Rs/min 1Rs/min 40p/min 40p/min 5 Rs/SMS 25p/SMS 25p/SMS 5Rs/SMS 40p/SMS 40p/SMS 5Rs/SMS 50p/SMS 50p/SMS 5Rs/SMS 50p/SMS 50p/SMS 5Rs/SMS Free 1p/sec 1p/sec 1p/sec Free 1p/sec 1p/sec 1p/sec Free Free 40p/min 40p/min 50p/min Free 50p/min 50p/min 1p/sec Free 1p/sec 1p/sec

1.2p/sec 1.2p/sec 1.2p/sec

1.2p/sec 1.2p/sec 1.2p/sec

40p/min 40p/min 40p/min

50p/min 50p/min 50p/min

1p/sec 1p/sec 1p/sec

AIRTEL: All plans are available in the market

New advant age 99 PMP 60 second s All New advant age 99 PSP 1 second Supe r suvid ha 50 60 secon ds All new power talk 150 60 second s New power talk 250 60 secon ds New power talk 350 60 seconds New power talk 450 60 secon ds New advance d Rental 600 60 seconds 600 (For 6 months) New advance d Rental 1000 60 seconds 1000 (For 12 months) Air turbo 249 60 secon ds Air turbo 299 1 secon d Airtel freed om 249 1 secon d

Plan/Pa ck

Pulse Advanc e rental Rental FREEBIE S CUG Local A2A mins Local A2M mins STD A2A STD minutes

99

99

50

150

250

350

450

249

299

249

0 300 mins all local

0 900 mins all local

150 mins all local

500 mins all local

0 149 mins all local

0 1050 0 secs all local

0 149 all local

0 0 0 99 (Local + Nation al )

0 0 0 99 (Local + Nationa l)

0 0 0 0 0 0 0

0 0 0

0 0 0 0 0 0

Local SMS Nationa l SMS LOCAL CALLS Local A2A Local A2M Local A2LL STD CALLS STD A2A STD A2M STD A2LL SMS/M MS SMS Local (Per sms) SMS Nationa l/sms SMS Internat ional/s ms MMS (Per mms)

30 local SMS

0 0

0 0

0 0

0 0

0 0

0 0

200 local SMS 0

200 local SMS 0

150 local SMS 0

0.6 0.6 0.9

1.2ps 1.2ps 1.2ps

0.8 0.8 0.8

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

1.2ps 1.2ps 1.5ps

1.2ps 1.2ps 1.5ps

0.6 0.6 0.9

1.2ps 1.2ps 1.2ps

1 1 1

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

0.6 0.6 0.9

1.2ps 1.2ps 1.5ps

1.2ps 1.2ps 1.5ps

0.5

0.5

0.5

0.25

0.25

0.25

0.25

0.25

0.25

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.5

0.6

0.6

0.6

ROAMI NG (Rs per month) On net local Off net local On net STD Off net STD Incomin g

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

1 1 1.5 1.5 1

0.6 0.8 0.6 0.8 0.6

0.6 0.8 0.6 0.8 0.6

1 1 1.5 1.5 1

AIRCEL: All plans are available in the market

Pay Per Minute Plan
Plans Monthly rental CLIP Enrollment fees Composite call charges A2A (within CUG) A2A (Outside CUG) A2M A2LL/WLL A2A A2M/LL Local National International Freebies NA 0.5 0.5 0.5 STD 1 1.5 SMS 1 1 5 NIL 0.25 0.5 5 NIL ISD CALLS Northern Countries Asian countries SouthEast Asia European Countries Gulf Countries Satellite destinations Incoming Outgoing local to all phone Outgoing STD to all phone SMS 6.4 9.19 15 45 100 500 1 1 1.5 1.5 6.4 9.19 15 45 100 500 NATIONAL ROAMING RATES 1 1 1.5 1.5 0.75 0.75 1.5 1.5 1 1 1.5 1.5 6.4 9.19 15 45 100 500 6.4 9.19 15 45 100 500 0.25 0.25 5 NIL 0.25 0.5 5 250 local mins & 250 local SMS 1 1 0.6 0.6 1 1 Unlimited free 0.1 0.25 0.25 Jeevan Mitra 0 49 250 Plan 349 349 0 0 LOCALS 0.1 0.25 0.25 0.5 Unlimited free 0.5 0.5 0.5 Govt Plan 99 0 0 Corporate 250 250 0 0

Pay Per Second Plan

Plans Monthly rental CLIP Enrollment fees Composite call charges A2A A2M A2LL/WLL Super 99 99 0 0 Super 149 149 0 0 Freedom 299 299 0 0 LOCALS 1p/sec 1p/sec 1p/sec 1st 10000sec 1p/sec thereafter 2p/sec 1p/sec 1p/sec 1p/sec 1st 10000sec 1p/sec thereafter 2p/sec 1p/sec 1p/sec 1p/sec STD A2A A2M/LL SMS Local National International 60p 120p 500p 200 Local & National SMS 60p 120p 500p 200 Local & National SMS + 6000free seconds local & national 60p 120p 500p Free monthly toppings ISD CALLS Western Countries Asian countries SouthEast Asia European Countries Gulf Countries Satellite destinations 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 11p/sec 30p 60p 500p 1400 mints, 2500 SMS & 2GB data 30p 60p 500p 2200 mints, 2500 SMS & 2GB data 30p 60p 500p 3500 mints, 3000 SMS & 2GB data 30p 60p 500p Unlimite easy usage & 3000 SMS 1p/sec 0 0 0 0 0 0 0 0 Simple value 499 499 0 0 Simple value 799 799 0 0 Simple value 999 999 0 0 Simple value 1999 1999 0 0

Freebies

NATIONAL ROAMING RATES Incoming Outgoing local onnet Outgoing local offnet Outgoing STD onnet Outgoing STD offnet Re1 Re1 Re1 Re1.5 Re1.5 60p 60p 80p 60p 80p 60p 60p 80p 60p 80p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p 10p

RELIANCE: All plans are available in the market

Simply Unlimited 299 299 Simply Unlimited 599 599 Free usage 900 mins(Local + STD) Simple 99 99

Plan name Monthly Rental

Special 149 149

Simple 199 199

Simple 299 299

Simple 399 399

Talktime Local & National SMS Reliance mobile To other mobile & LL Reliance mobile To other mobile & LL Local National Outgoing Local Outgoing STD Incoming

Rs 75 (Local + National) Rs 50 (Local + National)

300 mins local calls

Rs 150 (Local + National)

Rs 200 (Local + National)

Rs 399 (Local + National) Rs 399 (Local + National)

Local Call Rates 50p/min 50p/min Free 50p/min Free 50p/min 50p/min 50p/min 1p/sec 1p/sec Re1.20/3min Re1.20/3min 50p/min 50p/min

STD Call Rates 50p/min 50p/min 50p 50p 50p/min 50p/min Re 1 Re 1.5 Free 50p/min Re 1 Re 1.5 50p/min 50p/min SMS 50p 50p Roaming Call Rates Re1/min Re1.5/min Re1/min Re1/min Re1.5/min Re1/min Re1/min Re1.5/min Re1/min Re1/min Re1.5/m in Re1/min 2p/sec 2p/sec 2p/sec Re1.20/3min Re1.20/3min Re1.20/3min 50p/min 50p/min 50p/min 50p 50p 50p 50p 50p 50p 1p/sec 1p/sec Re1.20/3min Re1.20/3min 50p/min 50p/min

BSNL: All plans are available in the market

BSNL Plan 725 Char ges (Rs./ pulse ) Puls e Rate (in sec.) BSNL Plan 325 Char ges (Rs./ puls e) Puls e Rate (in sec.) BSNL Plan 99 Char ges (Rs./ puls e) Puls e Rate (in sec.) BSNL Plan 525 Char ges (Rs./ pulse ) BSNL Plan 1500 Char ges (Rs./ puls e) Puls e Rate (in sec.) BSNL Plan 175 Puls Char e ges Rat (Rs./ e (in puls sec. e) )

BSNL Plan 225 Ch arg Puls es e Desti (Rs Rate natio ./pu (in n lse) sec.) BSNL Mobil 0.0 e 1 1 Non BSNL Landli 0.0 nes 12 1 Non BSNL Mobil 0.0 es 12 1 BSNL Landli 0.0 ne 1 1 BSNL Mobil e Non BSNL Mobil es All Landli nes(E xcept BSNL ) Intern ationa l Group 1 Intern ationa l Group 2 Intern ationa l Group 3 Desti natio n Local Natio nal Intern ationa l 0.4 0.6

Pulse Rate (in sec.)

60

0.5

15

0.49

60

0.4

15

60

0.3

60

60

0.3

15

0.59

60

0.4

15

0.2

60

0.3

60

0.4 0.4

60 60

0.5 0.3

15 15

0.59

60

0.3 0.3

15 15

0 0.2

60 60

0.5 0.5

60 60

National 0.0 12 0.5 60 0.5 15 0.59 60 0.5 15 0 60 0.5 60

0.0 12

0.4

60

0.5

15

0.59

60

0.5

15

0.3

60

0.5

60

0.0 12

60

0.5

60

0.5

15

0.59 International

60

0.5

15

0.3

60

0.5

60

7.2

60

7.2

60

7.2

60

7.2

60

7.2

60

7.2

60

7.2

60

9.6

60

60

60

60

60

9.6

60

60

12

60

12

60

12

60

9.6 SMS

60

9.6

60

12

60

12

60

Charges (Rs. / SMS) 0.4 0.6 0.5 0.5 5 0.49 0.49 5 0.3 0.5 5 0.3 0.4 5 0.5 0.5 5

Strength and Weakness of Vodafone Strength

Numerous plans are available at low rentals Network availability is very good. Provides better benefits

Weakness
The combo packs which are not available in the market should be made available as it offers a good benefit. Easy accessibility billing facility to retailers should be allotted.

RECOMMENDATIONS:
It is observed from the survey that Post-paid service is not popular in age group below 25 years. So some low rent plans may be introduced to make it popular among these communities. People have some perception that post-paid billing is more expensive. So retailers should be well trained so that they can convince general customers about the benefit of post-paid plans and encourage them to go for it. Some customers are complaining about network quality of Vodafone. Those areas should be well focused so that post-paid business can be promoted there. Some of the retailers complaining that they do not have billing facility so their customers are facing problem. It is recommended that based on business requirement and easy accessibility billing facility to retailers should be allotted for the benefit of customers. Like prepaid rate cutter and bonus packs more add-on packs may be introduced in postpaid to make it more attractive among users.

ANNEXURE
The questionnaire prepared for retailers
Questionnaire (On Post-paid) For Retailers/VS/VMS: This survey is focused on the sale of Post-paid. The main aim of the survey is to know the black points in current scenario and how we can increase the Monthly Gross Additions in Post-paid from major dominating area Guwahati. 1) Name of the Retailer/Store: 2) Location/Area: 3) Which service providers post-paid plans do you sell? a) Vodafone b) Airtel c) Aircel d) Reliance e) BSNL f) Others. Please mention 4) Most preferred/recommended Post-paid Service Providers? Tick on anyone. Why? a) Vodafone b) Airtel c) Aircel d) Reliance e) BSNL f) Others. Please mention Reason .. 5) Which service provider you recommend when any customer approach for a Post-paid connection? Why? a) Vodafone b) Airtel c) Aircel d) Reliance e) BSNL Reason ..

6) Do the Sales Manager/ Person regularly visit? If yes, which operator? a) Vodafone YES NO b) Airtel YES NO c) Aircel YES NO d) Reliance YES NO e) BSNL YES NO 7) Do you get regular information of plan updates/changes? If yes, which operator? a) Vodafone YES NO b) Airtel YES NO c) Aircel YES NO d) Reliance YES NO e) BSNL YES NO 8) Do you have any service issues with Vodafone? If yes, of what kind?

9) Which operators Post-paid connections are sold the most? Tick on any one with numbers. a) Vodafone b) Airtel c) Aircel d) Reliance e) BSNL

10) Which denomination/plan is sold faster? (Across Operators)Why?

11) Do you have Billing Facility? Tick on any one. a) Vodafone YES NO b) Airtel YES NO c) Aircel YES NO d) Reliance YES NO e) BSNL YES NO

12) Are you aware of the ANE Roaming Benefits from Vodafone? Yes No

13) What commission you get from Service Provider? Mention the commission structure. a) Vodafone .. b) Airtel .. c) Aircel .... d) Reliance e) BSNL ..

14) Mention the retailers experience with Vodafone in comparison with competition.

The questionnaire prepared for customers

Questionnaire (On Post-paid) For Customers: This survey is focused on the preference of customers for Post-paid Service Provider. The main aim of the survey is to know which operators Post-paid Plan is running more in the market and whose is least, which denomination is mostly preferred and to see the satisfaction level of the customers. 1) Name: 2) Age: a) 0 15 b) 16-20 c) 21-25 d) 25-35 e) 35-45 f) More than 45 years 3) Sex Male Female

4) What is your profession? a) Student b) Service c) Business d) House Wife 5) What is your annual Income? a) 0 2 Lacs b) 2.01 Lacs to 5 lacs c) 5.01 Lacs to 10 lacs d) More than 10.01 Lacs e) None 6) Which Operators Service you are presently using? Tick any one and Mention Customers Mobile Number. a) Vodafone b) Airtel .. c) Aircel .. d) Reliance .. e) BSNL .. 7) Which rental plan you are currently using? a) Zero Rental / Lifetime b) 1-100 c) 101-150

d) e) f) g) h)

151-200 201-300 301-400 401-500 500 and above

8) Are you satisfied with the services of your Service Provider? a) Highly dissatisfied b) Dissatisfied c) Neutral d) Satisfied e) Highly satisfied 9) Are you a multiple sim user or Single sim user? Tick one. Multiple Single

10) If you are a multiple sim user which operators SIM you use? a) Vodafone Post-paid b) Airtel Post-paid c) Aircel Post-paid d) Reliance Post-paid e) BSNL Post-paid f) Vodafone Prepaid g) Other Operator Prepaid. Please mention 11) If Multiple SIM User, then category of Subscriber holding Vodafone SIM Card? Tick one. Primary Secondary None Vodafone Prepaid

12) What is the other service you use in the SIM? a) SMS b) Data 13) How do you rate the Network Quality of Vodafone? a) Highly dissatisfied b) Dissatisfied c) Neutral d) Satisfied e) Highly satisfied

14) How do you rate Vodafone Voice Services? a) Highly dissatisfied b) Dissatisfied c) Neutral

d) Satisfied e) Highly satisfied 15) Most preferred/recommended Post-paid Service Providers? Tick on anyone. Why? a) Vodafone b) Airtel c) Aircel d) Reliance e) BSNL f) Others. Please mention Reason .. 16) Which service provider you recommend for a Post-paid connection? Why? a) Vodafone b) Airtel c) Aircel d) Reliance e) BSNL Reason ..

17) Customers overall experience with Vodafone? Please mention if applicable. If not a Vodafone User whats the experience with current Service Provider.