VODAFONE V/S AIRTEL

Lala Lajpat Rai college of Commerce

and Economics

VODAFONE V/S AIRTEL

SUBJECT:- PUBLIC
REALTIONSHIP MANAGEMENT

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Acknowledgement

I owe a great thanks to all the

respondents who have helped me a lot to
do survey on public relationship
management on Vodafone and Airtel .
My deepest thanks to my professor Mithil
Shah who guided me a lot on various
documents of mine with attention and
care.He has taken pain to go through
this project and has made necessary
correction as when it was needed.

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Certificate of the
Guide

This is to certify the project work title

Vodafone vs Airtel which is on Public
Relationship Management work by group
name “MEGAS”. The partial Full fillment
of award of degree of BMS OF LALA
LAJPATRAI COLLEGE OF COMMERCE
& ECONOMICS under my guidance. The
project is original and not submitted earlier
in any university.

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SINATURE OF
GUIDE

INTRODUCTION
Public Relations is composed of many marketing tactics that enable
companies to enhance credibility and image. It can also assist in
developing goodwill and influences public opinion. Forms of PR
tactics are speeches, special events, news releases, and annual events.
PR is targeted to a specific audience. It's a very affective way of saying
who you are, what you do, and how you can make a difference.
Effective PR comes in many forms. Most of us are more familiar with
flyers, brochures, and websites. There are many other tactics that can
be used depending on the needs of the company or organization. Which
one to use would depend on many factors such as the objectives of the
organization, size, and location. It would also depend also the
characteristics of the audience and the organization's budget. Some
examples of effective PR strategies include publicity, special events,
newsletters, press releases, charitable contributions, sponsorships.
The European view of public relations notes that besides a relational
form of interactivity there is also a reflective paradigm that is concerned
with publics and the public sphere; not only with relational, which can
in principle be private, but also with public consequences of
organizational behaviour . A much broader view of interactive
communication using the Internet, as outlined by Phillips and Young in
Online Public Relations Second Edition (2009), describes the form and
nature of Internet-mediated public relations. It encompasses social
media and other channels for communication and many platforms for
communication such as personal computers (PCs), mobile
phones and video game consoles with Internet access.

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Public relations is used to build rapport

with employees, customers, investors, voters, or the general
public.] Almost any organization that has a stake in how it is portrayed
in the public arena employs some level of public relations.

Introduction to Vodafone India

Vodafone, the world’s leading international mobile communications
company, has fully arrived in India. The Vodafone brand was launched
in India on 21st September, 2007. The popular and endearing brand,
Hutch, was transitioned to Vodafone across India. That marked a
significant chapter in the evolution of Vodafone as a dynamic and ever-
growing brand. The brand was unveiled nationally through a high
profile campaign covering all important media.

Vodafone, the world’s leading mobile telecommunication company, had

completed the acquisition of Hutchison Essar in May 2007 and the
company was formally renamed Vodafone Essar in July 2007. The
Vodafone mission is to be the communications leader in an increasingly
connected world – enriching customers’ lives, helping individuals,
businesses and communities be more connected by delivering their total
communication needs.

Vodafone's logo is a true representation of that belief - The start of a

new conversation, a trigger, a catalyst, a mark of true pioneering

Objectives and Mission of the PR

dept

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The main objective of the PR dept is to create a positive image of

Vodafone in the minds of its customers. For the launches of any new
services or mobile phones intense PR is their objective. The Vodafone
mission is to be the communications leader in an increasingly connected
world – enriching customers’ lives, helping individuals, businesses and
communities be more connected by delivering their total communication
needs. The next objective of Vodafone is to cover as much market as
possible on the basis of the service that they provide. Their next
objective is that their customers benefit from a complete Vodafone
experience in and out of their homes and offices. Their main aim and
mission is to give their customers a consistent experience. While
entering India their main objective and mission was to create a visibility
of their company and promote it in a very positive way by promoting the
global image of Vodafone. The other objective was to appear as a
leader

PR strategies used by Vodafone as a

whole
Advertisments
Vodafone believes in advertising through media like television and press as people
retain those things that they view visually. Heavy amounts of money is spent on
visual advertisements

Corporate Advertising:

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Vodafone also undertakes corporate advertising.The PR department informs the

spokesperson Mr. Navin Chopra which details he can reveal and which he
shouldn’t reveal. He has to be very polite while handling the media. They give
everything in writing to the media. The PR department also informs Mr. Navin
about how to dodge certain questions with trick and humours so as to maintain the
confidentiality of certain important issues like the future plans of the company.

Press Releases

Vodafone in USA has a separate press office that issues all the Press Release.
They press officer makes the entire press release and then it’s confirmed by the
spokesperson of Vodafone USA and is then released. There they believe Press
Releases help in order to maintain very good relations with the media and it also
helps them to be in the eye of the audience. It had also held and India Analyst and
Investor Day in London to talk about its operations in India. It has issued a press
release on it on 10th December, 2007.
Press Conference

Vodafone uses press conferences as a very powerful tool in handling the media
and seeking consumer attention. They hold press conferences at the launch of new
services or products of any kind. They also hold press conferences when they are
getting into a business deal for some company. They also hold press conferences
for announcing half-yearly results or financial reports of the company.

Social Activities

vodafone undertakes social activities on a huge scale. The Vodafone Group

Foundation is committed to providing assistance in the area of disaster response.
Its main aim is to develop partnerships which enhance long term disaster response
and preparedness activity, working with organizations such as the United Nations
Foundation, Oxfam and MapAction. It also seeks wherever possible to make a
direct contribution in response to critical humanitarian crises. The Safaricom
Foundation and The Vodafone Group Foundation, together donate KShs
15,000,000 towards humanitarian relief in Kenya
Global Focus: World of Difference:

World of Difference (WoD) is an innovative charitable volunteering initiative

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currently being delivered across the international network of Vodafone

Foundations. WoD is based around the concept that individuals and community
organisations should identify what they feel passionate about and then be provided
with the resources to make changes happen.

WoD creates the opportunity for individuals to work for one year for a charitable
partner organisation, with salary and related support provided. The winners are
chosen on merit through a public competition. To date, 52 individual winners have
participated or are currently participating. Based on a model which was initially
developed by the Vodafone New Zealand Foundation in 2002, WoD programmes
have also been successfully launched by the Vodafone Australia Foundation, the
Vodafone Netherlands Foundation and the Vodafone Ireland Foundation.
Sponsorships:

Vodafone sponsors many events. Some of them are: UEFA Champions

League: Vodafone is in its second season as Official Partner and
Official Mobile network of the UEFA Champions League, the world's
largest annual football competition. Vodafone is delighted to be at the
forefront of Europe’s premier club competition. After the successes of
last season's UEFA Champions League sponsorship and the agreements
announced in April to sponsor the UEFA Cup Final and UEFA Super
Cup, Vodafone is looking forward to strengthening its position as a
brand passionate about the beautiful game. It has also come up with
Vodafone Stadium of Fans wherein fans can make teams and play for
themselves.
England Cricket Team

Vodafone can’t get enough of the England Cricket Team – 11 years on

and their support is still going strong as the principal partner of the
Team. And it’s not just about a logo on a shirt. This partnership gives
employees and lucky customers unbelievable access to get up close and
personal with the Team.
Internal PR

Vodafone operates a range of all-employee share plans to encourage

widespread employee share ownership throughout the company.

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Vodafone won a Global Equity Organization award for best share plan
communications in 2006 for the second year running. They also operate
a number of pension plans which vary according to the conditions and
practices in the countries concerned. These are provided through
defined benefit and defined contribution arrangements. Defined benefit
schemes provide benefits based on the employees’ length of pensionable
service and their final pensionable salary or other criteria. Defined
contribution schemes offer employees individual funds that are
converted into benefits at the time of retirement. They also involve them
in the decisions of the company. They conduct training programs also
for the benefit of the employees and for better experience. They also
promote leadership on a large scale.This is done in order to maintain
very good relations with the employees of the organization

PR strategies of Vodafone India

Press Releases
Vodafone India doesn’t have a separate press office to issue all the Press
Releases. The PR Head himself makes the entire press release and then it’s
confirmed by the spokesperson of Vodafone India i.e Navin Chopra and is then
released. There they believe Press Releases help in order to maintain very good
relations with the media and it also helps them to be in the eye of the audience.

Press Conferences

Vodafone uses press conferences as a very powerful tool in handling the media
and seeking consumer attention. They hold press conferences at the launch of new
services or products of any kind. They also use press conferences as a tool in order
to control crisis.
Media Interviews

Vodafone undertakes media interviews with proper planning. It is

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sometimes initiated by media while most of the time it is by Vodafone. It

is handled very carefully specially during crisis or when a new service is
launched and is this used as a very good platform for promotion,
building image and even control crisis.

Hoardings and Advertisements

Vodafone uses advertisements as a powerful tool. The hoardings are placed in

every corner of a city. It helps in seeking immediate attention of the consumers.
Vodafone also uses advertisements. It has it corporate news in the CAT 1 papers
like Economic Times, Times of India, Hindustan Times and many others. It also
ahs its news in CAT 2 papers including all the regional language papers. It also
advertises on television and radio.

They also have running ads on Star India about the news updates or new services
or new tariff plans. Vodafone has entered into a Rebranding Campaign with Star
India in order to promote the Essar Brand.

Agency

The last PR strategy that they use is that they have hired an agency that goes to the
Vodafone store with genuine problems. Then they report to the top management of
the company stating how the executives at the store responded to their queries and
how did they behave with them. This helps the company in making the decisions
regarding those executives at the stores. This strategy has helped them a lot in
making Vodafone stores a better place so that their customers get even better
service.
Successful Strategies:

Vodafone has had many successful strategies. One of them is the success of
Vodafone in India. Vodafone for the Indian masses was a completely new brand
name. Therefore, Vodafone had to see that the positive image of Vodafone is built
up in the minds of the people. In order to promote the brand Vodafone in India, a
Central PR team was set up in India. They handled all the promotion activities.
They held many press conferences and issued press releases. They also arranged
for media interviews. They released many positive articles about the Vodafone
company in all the CAT 1 papers. Today Vodafone has 33 lakh customers. Its
adding 2 lac customers every month.

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Vodafone Future PR Strategy

Vodafone business strategy and its PR strategy are inseparable. Meeting society’s
needs creates enormous opportunities to grow vodafonebusiness. Expanding our
business in emerging markets such as Africa and India is extending
access to communications to people who rarely had the opportunity to use a phone
before. And our responsible approach to issues like privacy and content builds
trust and
grows our customer base in mature markets.
Our vision for 2010 is to be one of the most trusted companies in the markets
where we
operate. Our five year PR strategy – developed in 2005 and continually evolving –
is
designed to help us realise this vision.
It sets clear priorities to:

• Capture the potential of mobile to bring socio-economic value in both

emerging economies and developed markets, through broadening access to
communications to all sections of society

• Deliver progress against stakeholder expectations on the key areas of

climate change, a safe and responsible internet experience, and sustainable
products and services

• Ensure our operating standards are of a consistent and appropriate level

across the Group.

This strategy is based on our assessment of the key PR-related opportunities and
risksfor our business.

Future Pr Plan
Future pr plane of vodafone in india is as follow :-

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1- Audience targeting

Pr department of vdafone in india should have to target all the

audience right from a milkman to high-profile people. Because the
service and product
is used by all the pepol. So the market segmentation is the whole market.

2- Press conferences

A press conference cosists of someone speaking to the media at a

pedetermined time and place. A company should hold press conference
whenever it is
requried .A company should hold press conference when it louanching
new product or
any schem. By holding press conference they can informe to the public
about the
product or schem.

3- Press releases

A press release is written document distributed to the media. It is

fundamental tool of PR. In press release the six thingh should be have to
be clear i.e.
who, what, when, where, why, how. The company should use press
conferences as a
tool in order to control crisis. They can distribute press releaes in media
in the form of video or audio press releaes whenever its required
4- Hoardings

Company should have to put more hordings near the station in order to
promote the products and also to maintaine good relation with public. It
also helps in seeking immediate attention of the consumers

5- Articles in newspapers

Company should give articles in news paper to inform about any

product and schem. In different news like times ofIndia, hindustan times

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or any regional languages.

6- Brochures and pamphlet

They have to distribute brochures and pamphlet in different places and

in news paper. To informe the pepole about any new schem. They should
distribute brochures among the employee also for maintaning good
relation.

INTRODUCTION OF AIRTEL
Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL)
is India's
largest and world's third largest cellular service provider with more
than 82 million
subscribers as of December 2008. It also offers fixed line services and
broadband
services.
SingTel owns over 30% of the Bharti Telecom. Vodafone is also a
shareholder of
Airtel with 4% of the shares. Thus making it a sister company of the
brand
The Bharti Group has a diverse business portfolio and has created
global brands in
the telecommunication sector. Bharti has recently forayed into retail
business as
Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry
business.
Airtel comes to you from Bharti Airtel Limited, India’s largest
integrated and the first

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private telecom services provider with a footprint in all the 23 telecom

circles.
Bharti Airtel since its inception has been at the forefront of technology
and has
steered the course of the telecom sector in the country with its world
class products
and services.

PR STRATEGIES USED BY AIRTEL

IN INDIA:-
1. SPONSERSHIP

AIRTEL focuses a lot on its sponsorship sector. Airtel has baged BCCI
sponsorship rights . Manchester United has signed a five-year
sponsorship deal with Bharti Airtel in a further sign of the European
champion's global commercial expansion. Bharti Airtel has invested a
massive amount on its sponsorship . its competing among the worls top
telecom companies
2. Hoardings and Advertisements

AIRTEL has a whole has worked very effectively on its hoardings and
advertisements . airtel has focuses its placement mostly on the out skirts
of the country . AITEL has actually conveyed to its consumer that its
network is spread all around the country.

3. SERVICES TO THE CONSUMER IN BANKING

SECTOR

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AIRTEL has done tremendously well in its consumer satisfaction sector.

Airtel has always got some new plans for its customer.airtel has got its
first virtual card. Aitel money gave a good boost to the airtel telecom
company in Indian.

Latest news on Vodafone

1. Vodafone and RIM launches free

Blackberry service camp

BlackBerry Smartphone maker, Research In Motion

and Vodafone Essar, one of India’s leading telecom operators, is
organizing a unique “BlackBerry India FREE Service Camp” cum on-
ground customer engagement initiative in Bangalore (Karnataka) till
Feb 15,2011.
In the BlackBerry Service Camp an BlackBerry subscriber/users from
Vodafone as well as any other network will get Exclusive device
upgrade offers,Free servicing & device trackballreplacement,
Complimentary paid apps,Free goodies, Daily BlackBerry giveaways &
lots more.
To avail the offer you can do visit any of the Vodafone Stores in
Bangalore (listed below) and participate or get free service of your
BlackBerry smartphone. The service camp is open for all BlackBerry
devices, irrespective of the Network you’re on!

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2. Vodafone launches facebook

voice update

Vodafone Essar, a pan-India GSM MobileService operator with a

subscriber base of over 124 million, has come up with an innovative
way to connect to your family and friends anywhere in the World on
Facebook without GPRS or Internet, through the new Facebook Voice
Updates service from Mobile.
Facebook Voice Updates on Vodafone lets people connect to their
family and friends on Facebook in their own voice, even without
Internet/ GPRS/ 3G access on their mobile phones, which makes it an
easy access for a large audience anytime anywhere.
How it works ? : The product is easy-to-use – for example, to broadcast
what you’re up to today, simply dial a short code 51010 to Record your
voice message,

3. Vodafone launches nokia, Samsung

and blackberry handset offer with free
data plans

Vodafone, India’s second largest GSM Mobileservice operator, today

announced the launch of exciting handset offers on Nokia, Samsung and
BlackBerry smartphone.
The offer is exclusively launched in association with “Bombay Times”
for its readers in Mumbai circle to celebrate the Republic day.

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With the offer Vodafone customers who purchase newSamsungGalaxy-

5 from any Vodafone Store for Rs.8,999 will get Free Mobile Internet up
to 2GB for 6 months. While with Nokia E5 which cost Rs. 10,299 users
will get Free 1 GB Data Access and 1000 Local Vodafone to Vodafone
minutes for 3 months.

Latest news on Airtel

1. Airtel does it again airtel latest
campaign: Airtel Advantage
Airtel has come up with its new campaign which showcase few of the
unique advantages what airtel offers to its customers.
The ad highlights the importance of Airtel’s Uninterrupted GSM
Network and showcase its Seamless Connectivity with the
widest International Roaming Coverage and also talks about popular
VAS service what Airtel has in its store for its users.
Shahrukh Khan, Kareena Kapoor, Saif Ali Khan and AR Rahman for the
first time has come together for this campaign, lending their own unique
perspective to bring alive the Airtel advantage in a series of short
entertaining films, with one final message – on airtel, “Milega yeh sab
aur bahut kuch”, i.e., you’ll get this and lots more.
Directed by three of the best directors that India has to offer – Shaad Ali
Sahgal, Francois Merlet and Marco Kalantari, these ads were shot in
Mumbai and Chennai over a span of 3 days.

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2. AIRTEL LAUNCHES FIRST

VIRTUAL CREDIT CARD

Bharti Airtel, a leading global telecommunications company with

operations in 19 countries across Asia and Africa today announced the
launch of World’s first Virtual Card.
The virtual card will operates off a wallet residing on a mobile phone in
African market in association with Standard Chartered Bank
and MasterCard.
The mobile technology platform and airtel’s vast consumer penetration
combined with the financial structure and regulatory framework
provided by Standard Chartered Bank and the global acceptance of
MasterCard will ensure that consumers will be able to transact in a
reliable, convenient and secure environment.
Speaking on the groundbreaking innovation, Manoj Kohli, airtel
CEO (International) and Joint Managing Director, said “Today’s
launch of the world’s first virtual number on a mobile card marks a big
milestone in mobile commerce. The airtel 1time Shopping Card is proof
that airtel will deliver innovative and relevant mobile solutions that will
help consumers overcome the daily challenges in their lives. The
solution will offer consumers a robust e-commerce solution that delivers
security, accessibility, acceptance, ability and a global reach.
Subsequent phases of the program will allow airtel subscribers to make
payment across the MasterCard network.”
The global opportunity for mobile payments is large. The global
unbanked population withmobile phones is expected to grow 70% over
the next year to 1.7 billion people by 2012. The opportunity for mobile
payments is especially significant in Africa, where there are close to 400
million mobile phone users and an unbanked population of 230 million
households. By 2014, Africa is expected to see 56% mobile penetration.

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3. AIRTEL JOINED HANDS WITH NGO TO

RESQUE INJURED BIRD AT
UTTRARAYAN

Bharti Airtel, India’s largest GSMmobile service provider today

announced an initiative towards a social cause in association with NGO
Namo Namah Parivaar to rescue the injured birds from the deadly
string on Kite Day- The Uttarayan in Gujarat Telecom circle.
Come January and the state of Gujarat gears up to celebrate Uttarayan
(The Kite Festivals) with colourful Kites, delectable chikkis and lots of

music. During the same time Corporates and NGOs extend their helping
hand to coordinate first aid to the victims of the deadly string.
“We have been working for the welfare of birds for last twelve years
now. This year we have set up 18 first aid centers in and around the city
of Ahmedabad and have around 500 qualified volunteers in the age
group of 12 to 60 years to rescue the injured birds during this festival.
For this cause we have voluntary participation even from visually
impaired people who would be stationed at the call centre supported
by airtel and guiding the volunteers within 10 – 15 minutes to the rescue
point. This prompt and efficient rescue drive will be operational from
January 12th to January 16th

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Our suggestion to the people at large is to avoid Chinese manja as they

are lethal.” says Bhupendra Shah, President, Namo Namah Parivaar.
Speaking on the association, Mr. Shivan Bhargava, COO, airtel,
Gujarat circle said “We at airtel strongly identify with the spirit in
which festivals are celebrated in this state, but at the same time, it is our
duty to control the manmade disasters in our own way. To create
awareness, on the ills of using razor- sharp manja, airtel Gujarat circle
would be sending precautionary messages to all their subscribers.
CONCLUSION(BY THE GROUP)
All the above information about PR and both the service provider
companies, Vodafone and Airtel was all about their PR strategies and
marketing strategies which has now landed up in making a conclusion
regarding the project by the group.
1. In this point we concluded that the galleries of both the companies
varies from each other. A) Vodafone gallery has a professional
touch to it whereas airtel’s gallery is a bit bland and nothing new
in it. B) Vodafone gallery has a red hot section in which it makes
their customer aware of the new gadgets available with the
Vodafone connection whereas airtel has nothing related to it. C)
the executives of Vodafone gallery are well trained and know how
to tackle the situation of customers properly whereas, airtel
executives are equivalent to it only a hair line difference between
them. D) Vodafone executives are dressed up in a more of
corporate fashion whereas, airtel executives are more towards
casual fashion
2. In this point we concluded the schemes and plans available. A)
vodfone provides a lot of after sales service whereas airtel has a
better after sales service. B) Vodafone has a scheme Vodafone
delights which gives its customer something more with the
connection for eg. Vodafone Tuesday and m- shop, etc. Whereas,

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airtel has almost nothing like that for the customers. C) Vodafone
has comparatively expensive cell plans compared to airtel.
3. In this point we concluded about the promotion style of both the
companies. A) Vodafone has zoozoos for their promotion which is
the most successful technique for them and has attracted many
more customers whereas, airtel has music of ar rehman for their
promotion because ar rehman is in the hitlist, even it has attracted
a lot of customers for them. B) Vodafone hasn’t changed its
appearance whereas, airtel has changed its appearance and
policies and they promoted it on a very large scale. C) even the
pug used by Vodafone was one of the bigges success for them. D)
Vodafone is into many sponsorships with cricket in india as it lets
it customer meet their favourite cricket stars by organising some
competitions whereas, airtel also does ome but not to that extent.
E) Vodafone captured all the more market by becoming the main
sponsor for the show big boss which airtel couldn’t do because it
was stuck with its new look in the market.
4. In this point we covered the network of Airtel and Vodafone:-
Vodafone has one of the best network in the city as it has a slogan
wherever you go our network follows you which is actually true
because the users never lose their network even while travelling,
most of the times whereas, in airtel it has the worst network in the
suburbs of the central line in Mumbai, many users have faced
these problems.

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CONCLUSION( THE SURVEY’S

MADE)
So, finally we made a survey in the whole city regarding our topic VODAFONE v/s
AIRTEL, PR, and successfully we got 345 responses from the survey we made on the
very famous survey site ‘SURVEYMONKEY.COM’. Due to unavailability of premium
account for the site we couldn’t download the survey we made and show the results of
the responses for those surveys.

After collecting the responses and analysing them we found out many things regarding
the effort from these selected telecom companies for the PR by creating the survey
below:-

1. which service provider do you use for your cellphone?

airtel vodafone
Other (please specify)

2. how did you come to know about your service provider?

news paper/ magazine

t.v ads
hoardings
friends
*

3. rate your service provider's gallery on an average basis.

poor
satisfactory
good
excellent
comment

4. HOW IS THE CUSTOMER CARE SERVICE, OF YOUR SERVICE PROVIDER?

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POOR
SATISFACTORY
GOOD
EXCELLENT
Other (please specify)

5. HOW ARE THE PLANS AVAILABLE ON YOUR SERVICE PROVIDER?

POOR
SATISFACTORY
GOOD
EXCELLENT
WHICH PLAN YOU PREFER/CURRENTLY USING
*

6. WHENEVER FACED A PROBLEM RGARDING THE SERVICE, HOW WELL YOUR

SERVICE PROVIDER HAS HANDLED THE SITUATION?

POOR
SATISFACTORY
GOOD
EXCELLENT

comment

7. HOW FREQUENTLY YOU ARE UPDATED ABOUT THE NEW PLANS GIVEN BY
YOUR SERVICE PROVIDER ?

15 DAYS
30 DAYS

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90 DAYS
150 DAYS OR MORE

8. HOW FREQUENTLY YOUR SERVICE PROVIDER CALLS YOU AND ASK YOU
ABOUT THEIR SERVICES ?

15 DAYS
30 DAYS
90 DAYS
150 DAYS OR MORE
NO CALLS
Other (please specify)

9. WOULD YOU LIKE TO CHANGE YOUR SERVICE PROVIDER WITHOUT

CHANGING YOUR NO. THROUGH NUMBER PORTABILITY SERVICE?

YES
NO
WHY? OPTIONAL
*

10. PLEASE ENTER YOUR CONTACT DETAILS

PLEASE ENTER YOUR

CONTACT DETAILS NAME
GENDER

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CONTACT NO.
OCCUPATION

-----------------------*-------*------*-----*-----*-------*--------------

Many people filled those surveys and on the basis of these we found a
great comparison between the PR of both the companies. The main
difference we found out between Airtel and Vodafone is that
customers of airtel have a fixed opinion for their service provider but
the Vodafone customers have a variety of opinions regarding
Vodafone. Let’s check out detailed opinions of the respondents.
Q1. For this question out of 345 responses we found out that Vodafone
has more no. Of customers in the market and is the market leader by
having the maximum no. Of customers. We got to know that 138 people
i.e 40% of the total respondents use Vodafone services, 104 people i.e
30.14% of the total use Airtel services and 103 people use other
networks.

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Q2. In this question we asked people that how did they come to know
about their service provider, through which means, they got aware.
Among all the options the most commonly selected options were T.V
ADS. & FRIENDS. Which means that the PR of these companies ar
more powerful through their ads and word of mouth. Increasing
customers of a co. Through word of mouth i.e through friends is the
biggest success for the co.
Q3. This was the most important question so we made it compulsory to
answer for the respondents. The question was about the front desk of
their service provider, because 1st impression is the last impression in
the real world and the competitive world for the co.s . the front desk is
the gallery of these service providers as this the main room where all
the customer problems are solved, new offers are introduced and many
other things.
When asked Airtel was rated more than satisfactory and less than
good, but Vodafone was rated good, because of their attracted gallery
as we mentioned in our conclusion for the survey made by our group
individually.
Q4. this question is also equally important regarding PR as how good
the customer care hotline of their service provider, the answers we got
from the public is that Airtel has a satisfactory customer care whereas,
Vodafone has an excellent customer care service, the reasons are the
same mentioned in our own conclusion. So, Vodafone took over airtel
over here also.

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Q5. The plans provided by the service providers are actually the main
attraction for the public to subscribe to their family. So, plans provided
by Airtel are ‘SUPERCOOL’ said by one of the respondents as the
plans are quite cheap and feasible since after Airtel has changed its
policies and the entire co. Though Vodafone was rated satisfactory in
this question, as the plans are comparatively more expensive than
Airtel’s plans.
Q6. 6th question is regarding the skills of the service providers
executives as how well they tackle a problem of their customer and till
what extent they are able to solve it. This was a close call between the
two. Both the service provider are rated equally, GOOD, in the surveys
collected so still cant exactly compare both of them.
Q7. Plans are how oftenly provided by hte service providers, in this case
Vodafone lost again the battle as the respondents choos airtel for
creating new offers within a month but Vodafone offers new plans in lyk
more than 3 months or so....
Q8. Asking about the service by the service provider is one of the
essential part of the PR, this has to be on the regular basis, which gives
the co. A feedback about their service so as to improve on the weakness
of the co. In this question Vodafone takes it one sided as airtel hardly
calls people for the feedback and Vodafone calls its customers once in
every 2 months.
Q9. the new no. Portability service provided by our own telecom
ministry involved in the 2g scam came up with a new scheme in which, a
user can change his service provider without changing his no. When
asked, there are more than40% of airtel users want to get their service
provider changed where as only 27% Vodafone users wanna use the no.
Portability service , the reason being is the costly plans provided.

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Hence, analysed the above questionnaire we found that Vodafone has a

great market segment compared to airtel and has more satisfied and
happy customers in the market.
VODAFONE TAKES THE GAME FROM AIRTEL ACCORDING
TO THE SURVEY...!!!

BIBLOGRAPHY:-

SURVEY:-

WWW.MONKEY SURVEY.COM

INFORMATION:-
• WWW.TELECOM TALK.COM
• WWW.SCRIBD.COM
• WWW.DOCSTOC.COM
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