Churn Among Broadband

Customers in Delhi
A MARKET RESEARCH

AADHAR AGGARWAL 4506

ANKUR JAIN 4502

SHRINJAN KHOSLA 4488

ABHIMANYU SHARMA 4486

ACKNOWLEDGEMENT
We express our sincere gratitude to Ms. Nomita Sharma whose mere
presence provided immense support and without whose cooperation the
present work would not have been possible. She always kept us on our toes
and was a source of inspiration throughout.
We are thankful to her for her continued guidance and invaluable
encouragement in the making of this project.
Thank you ma’am for your encouragement and the time you
gave us while you patiently answered all our queries.

THANKYOU
Need for market research

To retain the company’s position as the market leader in providing internet

and broadband services to households and small organizations. Sify needs to
undertake market research and find out the problems causing the customer
churn as well as solutions for the same.
Research Problem

The customers are churning out of Sify at an alarming rate causing Sify to
face the threat of loosing its position as the number one privately owned
internet service provider.
 SOURCES OF INFORMATION

Following are the sources of information which were used in making

this project:

Secondary Data: This data helped in understanding the basic concepts of the
research. It helped in familiarizing with the industry, major competitors and the
significant issues being faced in this field. It also helped in identifying
concepts, data and terminology that was useful in conducting primary
research. Thus it helped in laying down the research objectives and in the
formulation of the questionnaire.

Basic source of secondary data was internet through which information was
collected. Apart from this, A previously conducted study on Churn among
Broadband customers by IMRB International, South in January 2007 and the
various blogs containing complaints against Sify on the net, acted as sources
of secondary information.

Primary Data: This data provided the required information from the market,
which formed the basis of the analysis. Questionnaires were used to collect
this data. Two groups of people were interviewed to get the questionnaires
filled. These two groups of samples helped to obtain customer feedback and
market feedback". They were:

Sify’s existing customers: this sample helped to know the strengths of Sify
and helped to determine what has hold people to the Sify connection.

Sify’s churned out customers: this sample helped to determine the

weaknesses of Sify and the reasons for the high churning rate among Sify
customers. It further helped to determine the incentives or the services
provided by the new entrants to the market which led to the high churning
rate.
 Customer of Sify 1 Male 1

CUSTOMER Churned out of Sify 2

QUESTIONNAIRE
Female 2
Not using Internet 3

Good morning,
We are the students of College of Business Studies, DU. As part of our project, we are
conducting a research on the various ISPs in Delhi. We would really appreciate it if you could
spare a few minutes to answer our questions on this issue.

SECTION 1 : Internet Service Provider’s Profile

Q1. Which internet services have you ever subscribed to at home, when I say
‘subscribed’, I mean you accessed the internet through their connection for a week?
RECORD IN THE GRID BELOW Q7.

Q2. Which ISP’s have you subscribed to in the past one year at home?
RECORD IN THE GRID BELOW Q7.

Q3. In the past 3 months have you started subscribing to any new ISP at home? If
‘YES’, which ones?
RECORD IN THE GRID BELOW Q7.

Q4. Please tell me which ISP are you subscribing to currently (last one month)?
RECORD IN THE GRID BELOW Q7.

IF SUBSCRIBED TO SIFY IN THE PAST 3 MONTHS AND NOT

CURRENTLY SUBSCRIBING CLASSIFY AS CHURNED OUT CUSTOMER.

Churned out customer of Sify

01
Existing customer of Sify
02

Q5. You said that you subscribed to Sify in the last 3 months how long have you
been/were with sify?

Q6. Please mention if you were/are subscribing to any other ISP also besides sify.

YES 01 NO 02