ACKNOWLEDGEMENT

The purpose of compilation of the subject for a project report always involves creation of a huge debt towards innumerable people whose contribution is worth mentioning. I hereby put my sincere thanks to one and all. I w o u l d a l s o l i k e t o t h a n k M r. Y u d h v i r S i n g h , As s i s t a n t M a na ge r M a rk e t i n g Operations, Vodafone Limited who guided me a lot about knowing and understanding VAS related markets.

I would also like to express my gratitude towards Mr.Narasa reddy (Faculty) w h o g u i d e d me s o me t i me d u r i n g t h i s re s e a rc h. W i t h o u t w h o s e guideance and encouragement, this project report would not have been successful. They have all been a constant guiding force throughout the course of this project and w i t h o u t t h e i r i m me n s e s u p p o rt a n d c o o p e ra t i o n t h i s re p o r t w o u l d n o t h a ve b e e n a success.

Neeraja.A MBA MLR IT

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INTRODUCTION
The Indian Telecommunications network with 110.01 million connections is the fifth la r g e s t i n t h e w o r l d a nd t h e s e c o nd l a r ge s t a mo n g t he e me r g i n g e c o n o m i e s o f As i a .

Today, it is the fastest growing market in the world and represents unique opportunities for U.S. companies in the stagnant global scenario. The total subscriber base, which has grown by 40% in 2005, is expected to reach 250 million in 2007.

According to Broadband Policy 2004, Government of India aims at 9 million broad band connections and 18 million internet connections by 2007. The wireless subscriber base has jumped from 33.69 million in 2004 to 62.57 million in FY2004- 2005. In the last 3ye a rs , t w o o u t o f e ve r y t h r e e n e w t e l e p h o n e s ub s c r i b e r s w e re w i re l e s s s ub s c r i b e rs . Consequently, wireless now accounts for 54.6% of the total telephone subscriber base, as compared to only 40% in 2003. Wireless subscriber growth is expected to bypass 2.5million new subscribers per month by 2007. The wireless technologies currently in use a re Global Syste m for Mobile C o m m u n i c a t i o ns (G SM ) a n d C o d e D i v i s i o n M u l t i p le Access (CDMA). There are primarily 9 GSM and 5 CDMA operators providing mobile services in 19 telecom circles and 4 metro cities, covering 2000 towns across the country.

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1.1 OBJECTIVE OF THE STUDY

1.2 NEED OF THE STUDY:

At present time the demand of telecommunication services has increased to a great extent. Cell phones and telecommunication services have become a essential part of present generation. It has made work of people very easier. Moreover the different services that are provided in it like SMS, internet and of course talking facility are necessary for working people, students etc. The marketing of telecommunication service is improving day by day. This project is on Customer satisfaction of Vodafone.

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1.3 SCOPE OF THE STUDY:

1.4 LIMITATIONS OF THE STUDY:

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RESEARCH METHODOLOGY Definition:

Procedures used in making systematic observations or otherwise obtaining data, evidence, or information as part of a research project or study.

Meaning:
Research methodology typically involves a full breakdown of all the options that have been chosen by a company in order to investigate something. This would include the procedures and techniques used to perform the research; as well as any of the terminology and explanations of how these methods will be applied effectively. A company may need to decide what format of research they want to use before the investigation begins. For example, if a company that sells a particular product needs to launch research to find out how effective or desirable a new product is, they will need to conduct what is known as primary research. This method means that the company will collect data and information themselves first hand.

2.1 SOURCES OF DATA:

Data can be defined as the quantitative or qualitative values of a variable. Data is plural of Datum which literally means to give or something given. Data is thought to be the lowest unit of information from which other measurements and analysis can be done. Data can be numbers, images, words, figures, facts or ideas. Data in itself cannot be understood and to get information from the data one must interpret it into meaningful information. There are various methods of interpreting data. Data sources are broadly classified into primary and Secondary data.

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Importance of Data and Data Collection:

Data is one of the most important and vital aspect of any research studies. Researchers conducted in different fields of study can be different in methodology but every research is based on data which is analyzed and interpreted to get information. Data is the basic unit in statistical studies. Statistical information like census, population variables, health statistics, and road accidents records are all developed from data. Data is important in computer science. Numbers, images and figures in computer are all data.

2.2 Types of Data 2.2.1 Primary Data:

Data that has been collected from first-hand-experience is known as primary data. Primary data has not been published yet and is more reliable, authentic and objective. Primary data has not been changed or altered by human beings, therefore its validity is greater than secondary data.

Importance of Primary Data:

Importance of Primary data cannot be neglected. A research can be conducted without secondary data but a research based on only secondary data is least reliable and may have biases because secondary data has already been manipulated by human beings. In statistical surveys it is necessary to get information from primary sources and work on primary data: for example, the statistical records of female population in a country cannot be based on newspaper, magazine and other printed sources. One such sources are old and secondly they contain limited information as well as they can be misleading and biased.

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Sources of Primary Data:

Sources for primary data are limited and at times it becomes difficult to obtain data from primary source because of either scarcity of population or lack of cooperation. Regardless of any difficulty one can face in collecting primary data; it is the most authentic and reliable data source. Following are some of the sources of primary data.

Experiments.
Survey: Survey is most commonly used method in social sciences, management, marketing and psychology to some extent. Surveys can be conducted in different methods. Questionnaire. Interview Observation

2.2.2 Secondary Data:

Data collected from a source that has already been published in any form is called as secondary data. The review of literature in nay research is based on secondary data. Mostly from books, journals and periodicals.

Importance of Secondary Data:

Secondary data can be less valid but its importance is still there. Sometimes it is difficult to obtain primary data; in these cases getting information from secondary sources is easier and possible. Sometimes primary data does not exist in such situation one has to confine the research on secondary data. Sometimes primary data is present but the respondents are not willing to reveal it in such case too secondary data can suffice: for example, if the research is on the psychology of transsexuals first it is difficult to find out transsexuals and second they may not be willing to give information you want for your research, so you can collect data from books or other published sources.

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Sources of Secondary Data:

Secondary data is often readily available. After the expense of electronic media and internet the availability of secondary data has become much easier. Published Printed Sources: There are variety of published printed sources. Their credibility depends on many factors. New sources are preferred and old sources should be avoided as new technology and researches bring new facts into light. Books. Journals/periodicals. Magazines/Newspapers.

2.3 Statistical tools

Correlation: It is to measure the relationship which exists between the variables under study for research activity.

Chi square analysis: Chi-square is a statistical test commonly used to compare observed data with data we would expect to obtain according to a specific hypothesis.

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2.4 Hypothesis
It is a general statement speaking about the characteristics of given issue.

H0 H1

Null hypothesis speaks about the positive aspect of the given case Alternate hypothesis speaks about the negative aspect of the case.

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COMPANY PROFILE:
INTRODUCTION:
Vodafone Group plc is a British multinational mobile network operator headquartered in Newbury, Berkshire, United Kingdom. Vodafone is the world's largest mobile telecommunication network company, based on revenue, and has a market value of about \u00a371.2 billion (November 2009). It currently has operations in 31 countries and partner networks in a further 40 countries. Based on subscribers, it is the world's second largest mobile phone operator behind China Mobile, with over 427 million subscribers in 31 markets across 5 continents as of 2009. In the UK, its home ground, Vodafone has badly underperformed in the last few years due to brisk change in administration. It has slipped from first to third largest telecom operator generating revenue of \u00a34.9 billion from its 18.7 million customers in 2008-09. As of March 31, 2009, the company employs more than 79,000 people worldwide.\u201cThe name Vodafone comes from voice data fone, chosen by the company to "reflect the provision of voice and data services over mobile phones.\u201d.

"Telecommunications is the backbone of our future economy. International competitiveness increasingly depends on the development of a telecommunications infrastructure that is compatible with international standards"

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3.1 HISTORY:
Vodafone was formed in 1984 as a subsidiary of Racal Electronics Plc. Then known as Racal Telecom Limited, approximately 20% of the company's capital was offered to the public in October 1988. It was fully demerged from Racal Electronics Plc and became an independent company in September 1991, at which time it changed its name to Vodafone Group Plc. Following its merger with Air Touch Communications, Inc. (Air Touch), the company changed its name to Vodafone Air Touch Plc on 29 June 1999 and, following approval by the shareholders in General Meeting reverted to its former name, Vodafone Group Plc, on 28 July 2000. 1982: As Racal Telecomm, awarded the first mobile license in the UK 1985: First mobile analogue call in the UK 1987: Launched Vodapage, a paging network covering 80% of the country 1988: Listed on the stock exchange 1991: Separated from Racal Electronics and since then quoted as Vodafone 1993:Introduction of digital mobile services in the UK and first international partnership. 1999: Merged with Air Touch Communications, producing a new company. Vodafone,Airtel,touch,plc 2000: Began operating as the Vodafone group Plc 2002: Introduced Vodafone Live! 2004: Commercially launched its 3G services in Europe

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2005: Launched fixed mobile convergence product in Germany called Zuhause.

2006: Sold its Japanese unit to Softbank and Swedish unit to Telenor. 2007: Acquired controlling interest Hutchison Essar Limited in India; Tele2 fixed line operations in Italy and Spain Key milestones in the development of Vodafone

2005
December Vodafone announces completion of acquisition of 10% economic interest in Bharti Tele-ventures in India Vodafone will be McLaren Mercedes Title Sponsor Acquisition of the assets of Telsim in Turkey Vodafone launches global Mobile TV Sir John Bond succeeds Lord MacLaurin as Chairman. November Vodafone announces new football sponsorship with the UEFA Champions League. October Sale of Vodafone Sweden Acquisition of a 10% economic interest in Bharti Tele-Ventures in India. July Vodafone reaches 165 million proportionate customers Vodafone Announces new four year sponsorship of the England Cricket Team May Vodafone completes acquisition of control of MobiFon in Romania and Oskar in the Czech Republic Vodafone launches Vodafone Simply January Vodafone reaches 150 million customers - strongest quarter since December 2000

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2006
December Sale of 25% stake in Switzerland's Swisscom. November Competition of sale of 25% stake in Belgium's Proximus. September Vodafone launches first Vodafone-only branded 3G consumer handset Vodafone reports 10 million Vodafone Passport customers Vodafone to deliver fixed-line broadband services in the UK. June Proposed Return of Capital via a B share scheme announced . May Vodafone announces completion of acquisition of the assets of Telsim in Turkey Vodafone and Softbank agree to form mobile partnership. April Completion of sale of Vodafone Japan to Softbank . March The number of Vodafone live! customers with 3G reached 10 million February Impairment review and update to outlook . January Completion of sale of Vodafone Sweden

2007
December A consortium led by Vodafone Group is awarded the second mobile phone license in Qatar Indus Towers Limited, an independent tower company in India is formed between Vodafone, Idea and Bharti . October Vodafone agrees to acquire Tele2 Italia SpA and Tele2 Telecommunication Services SLU from Tele2 AB Group. May Vodafone announces completion of the acquisition of Hutch Essar from Hutchison Telecommunications International Limited Vodafone launches first ultra-low cost handsets.

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February Safaricom, Vodafone's partner in Kenya announces the launch of M-PESA, an innovative new mobile payment solution that enables customers to complete simple financial transactions by mobile phone Vodafone agrees to buy a controlling interest in Hutchison Essar Limited, a leading operator in the fast growing Indian mobile market Vodafone announces agreements with both Microsoft and Yahoo! to bring seamless Instant Messaging (IM) services to the mobile which can be accessed from both the PC and mobile handsets Vodafone signs a series of ground-breaking agreements which will lead to the mobilising of the internet. YouTube agrees to offer Vodafone customers specially rendered YouTube pages on their mobile phones. With Google, Vodafone announces its intention to develop a location-based version of Google Maps for. With eBay, Vodafone announces it is to offer the new eBay mobile service to customers, With MySpace.com Vodafone.

2008
December Vodafone completes acquisition of additional 4.8% stake in Polkomtel . November Vodafone to acquire an additional 15% Stake in Vodacom Group which will increase Vodafone's shareholding from 50% to 65%. Vodacom Group will be listed on the Johannesburg Stock Exchange and the remaining 35% of Vodacom Group will be demerged by Telkom to its shareholders. October Vodafone launches the new exclusive BlackBerry Storm smartphone from Research In Motion. August Completion of the acquisition of a 70 percent stake in Ghana Telecom. July Vittorio Colao succeeds Arun Sarin as Group Chief Executive Vodafone acquires a 70% stake in Ghana Telecom for $900 million.

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June Vodafone and Apple(R) announce the iPhone 3G will be available in Australia, Italy, New Zealand and Portugal on July 11, and in the Czech Republic, Egypt, Greece, India, South Africa and Turkey later this year. Vodafone announces that Verizon Wireless, its affiliate in the US, has agreed to acquire Alltel Corp. for a total enterprise value of US$28.1 billion in cash and assumed debt. May Vodafone announces that it has agreed to acquire the 26.4% interest in Arcor that it does not already own from Deutsche Bahn AG and Deutsche Bank AG for a cash consideration of 474 million

2009
June Completion of merger between Vodafone Australia Limited and Hutchinson 3G Australia Pty Limited. March Telefonica and Vodafone announce milestone Pan European collaboration to share network infrastructure in Germany, Spain, Ireland and the UK. February Hutchinson and Vodafone agree to merge Australian telecom operations to form a 50:50 joint venture. January Vodafone trials HSPA+ mobile broadband at speeds of up to 16 Mbps

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3.2 VISION:
Our Vision is to be the worlds mobile communication leader enriching customers lives, helping individuals, businesses and Communities be more connected in a mobile world.

3.3 MISSION:
Vodafone is primarily a user of technology rather than a developer of it, and this fact is reflected in the emphasis of our work program on enabling new applications of mobile c o m m u n i c a t i o ns , us i n g ne w t e c h n o l o g y fo r ne w s e r v i c e s , re s e a rc h fo r i mp r o v i n g operational efficiency and quality of our networks, and providing technology vision and leadership that can contribute directly to business decisions.

3.4 SWOT analysis:

SWOT Analysis is a strategic planning method used
to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and u n f a v o r a b l e t o a c h i e v i n g t h a t objective. The technique is credited to Albert Humphrey, who led a research project at Stanford University in the 1960s and 1970s using data from Fortune 500 companies.

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Strengths Internal Leadership Position Global Brand Strength High Geographical reach Opportunities

Weaknesses Centralized Control Low Flexibility High Consumer churn rates Threats

Expanding marketing boundaries Increased Competition External Growth through 3G Market saturation in Europe Strategic Alliances Emergencies of Low c o s t Brands

SWOT analysis of Vodafone:

3.4.1) Strengths:
The main strength of Vodafone within the telecommunications market lies in its brand image and recognition. Vodafone, having established a global presence and having invested highly in marketing a differentiated image by promoting a Vodafone life style, currently enjoys a differentiating advantage that, if exploited properly, can offer a lead in competition. The presence of Vodafone in numerous countries within Europe as well as in all part of the world enhances this image. It allows customers to travel and enjoy easily the services of their home country operator. In the few countries that Vodafone is not physically present (e.g. Norway) it has well established strategic alliances which allow for a better service of mobile clients.

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3.4.2) Weaknesses:
The expansion of Vodafone has been completed at the expense of direct control of i t s o p e r a t i o n s . T h e c o m p a n y g r e w through a process of acquisitions of national telecommunications companies (e.g. the acquisition of the third biggest Czech mobile phone operator, Cesky mobile) rather than organic growth. This increased its subscribers base quickly, offering direct market knowledge and immediate additions of customer bases at the expense of direct effective control of the subsidiaries. At the same time though, it implicitly imposed a centralized operational structure for the group, nominating the UK headquarters as the leading business unit running a much centralized marketing and handset procurement at group level. This has resulted in the neglect of local markets and local differences, allowing market share to be gained by smaller local competitors. Due to the highly saturated Western European market this has resulted in an increase in the price elasticity of demand, with consumers becoming continuously price oriented.This has resulted in high customer churn rates reaching the level of 32.8% in the UK compared to O2s 24%.

3.4.3) Opportunities:
The telecommunications market, even though highly saturated in some regions o f f e r s g r e a t p o t e n t i a l d u e t o the ageing population and the sophistication of the c o ns ume r s . I t o ffe r s gr e at op p o rt un it ie s t hr o ug h a ca r e ful m a r k e t s e g m e n t a t i o n a n d exploitation of particular profitable segments. Different strategies should be pursued simple phones and simplified pricing plans to the ageing population and more up dated, sophisticated solutions for younger generations. The expanding Boundaries of the market could provide further opportunities by allowing Vodafone to enter more aggressively in to fixed line service and to better enjoy the benefits of its high investment in 3G technology.
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Moreover the company has undertaken its first steps in establishing strategic alliances to develop customized solutions for endus e r s : V o d a f o n e recently announced two n e w partnerships, one with supermarket group ASDA to launch an ASDA branded mobile s e r v i c e i n t h e U K , a n d a n o t h e r w i t h e l e c t r i c a l r e t a i l e r D S G I n t e r n a t i o n a l t o p r o v i d e mobile solutions to small businesses. This could further be enhanced to avoid being a late entrant in this new method of distribution which offers access to a wide potential customer base.

3.4.4) Threats:
The European part of Vodafones market is characterized by existing high levels o f c o m p e t i t i o n . M a j o r b r a n d s s u c h a s O 2 a n d T M o b i l e a r e e x p l o i t i n g t h e p r i c e sensitivity of customers and in this way they are building a stronger image and presence in the market. Indirect competition is also increasing further, through the presence of Skype and other related (not only voice) Internet based services. This combined with the upcoming European legislative measures is expected to limit further the tariffs for the network providers imposing further need for price cuts which could harm the bottom line profitability of the company.

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3.5 Vodafone profit & Loss

3.6 Vodafone Balance Sheet:

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3.7 Key Figures:

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Q1) Do you have a mobile phone? Purpose:

The main purpose of this question is to know how many respondents use mobile phone.

Suggestions

Yes

No 7

No. of Respondents 93

Interpretation:
93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone.

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Q2) Are you aware about telecommunications services? Purpose:

The ma in purpose be hind this ques tion is to k n o w a b o u t t h e a w a r e n e s s o f respondents regarding different telecommunications services and also to know about which telecommunication (operators) service they use. Suggestions No. of respondents Yes 95 No 5

Interpretation:
95% of the respondents are aware about telecommunications services while 5% are not aware.
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Q3) Which operators service do you use?

operators service name Vodafone Airtel Idea Realiance BSNL Tata Indicom

No. of respondents 87 29 17 21 5 3

Interpretation:
Major respondents using mobile are enjoying Vodafone services. 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use Reliance, BSNL and Tata Indicom respectively.
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Q4) Are you aware about Vodafone? Purpose:

The purpose behind this question is to know about the awareness of Vodafone among all the respondents.

Suggestions

Yes

No 0

No. of respondents 87

Interpretation:
Here 100% of respondents are aware about Vodafone Services.

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Q5)From which source you came to know about Vodafone? Purpose:

The purpose behind this question is to know from which source the respondents came to know about Vodafone.

Sources Advertisements Hoardings Newspapers Mouth publicity

No. of respondents 63 52 35 26

Interpretation:
36% of the respondents are aware about Vodafone through Advertisements, 29%a re a w a re b e c a us e o f Ho a r d i n g s w h i l e 2 0 % a nd 1 5 % o f t h e re s p o n d e n t s a re a w a re because of Newspapers and Mouth Publicity respectively.
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Q6) Since how long you are using Vodafone Services? Purpose:
The purpose behind this question is to know about the usage time of Vodafone customers i.e. since how long they are using Vodafone services. Time period Less than 1 month 2-6 months 6-12 months More than 1 year No. of respondents 12 19 22 34

Interpretation:
Major Respondents using Vodafone are old customers. 39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month.

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Q7) Which of the following services do you use of Vodafone? Purpose:

The purpose behind this question is to know which services do the Vodafone customer use, Pre-Paid or Post-Paid.

Services Pre-paid Post-paid

No. of respondents 73 14

Interpretation:
84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services.

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Q8) Which services are more helpful to you while using Vodafone Services? Purpose:
The purpose behind this question is to know which services are more helpful to the respondent while using Vodafone. Services Call Rates SMS Rates Network Value Added Services No. of respondents 27 48 36 19

Interpretation:
Here major Respondents are youngsters so they mainly use SMS services of Vodafone. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.
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Q9) Do you call at customer care? Purpose:

The purpose of this question is to know how many times and how often the respondents call at customer care of Vodafone.

Suggestions No. of respondents

Yes 76

No 11

Interpretation:
87% of the respondent calls at customer care while 13% respondents do not call at customer care.

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Q10) If yes, how often you call at customer care?

Time period Daily Once a week Once a month Occasionally

No. of respondents 5 12 24 35

Interpretation:
Major respondents here call customer care occasionally. 31% respondents respondents call customer care once a month while 16% and 7% of respondents call once a week and daily respectively.

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Q11) For what reason you call at customer care? Purpose:

The main purpose of this question is to know the reason of the respondents regarding calling at customer care. Reasons Value Added services Information Regarding new schemes Complaining Other queries No. of respondents 21 23 42 36

Interpretation:
34% of respondents call at customer care for complaining purpose while 30%,19% and 17% of respondents call customer care for other queries, information regarding new schemes and value added services respectively.
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Q12) Rate the following on the basis of your satisfaction.

Services Network SMS Rates New Schemes and offers Customer Care Recharge Outlets Call Rates Value Added services

Excellent Very good 31 29 6 3 6 12 2 9 19 14 32 28 20 24

Fairly good Average poor 17 7 3 35 27 29 31 43 29 24 33 15 14 19 19 3 10 5 2 3 6

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Network:
Purpose:
The purpose of this analysis is to know the perspective of the customers of Vodafone regarding network service.

Services Network

Excellent 31

Very good 29

Fairly good 17

Average 7

poor 3

Interpretation:
Here major respondents are satisfy with the network coverage. 36% of the respondents are rate the Vodafones network excellent, 33% rate it very good, 20% rate it farely good while 8% and 3% rate it average and poor.
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SMS Rates:
Purpose:
The purpose of this analysis is to know the perspective of the customers of vodafone regarding Rates of SMS.

Services SMS Rates

Excellent Very good 6 19

Fairly good Average poor 35 24 3

Interpretation:
Here major respondents are not much satisfied with the SMS rates of Vodafone as major respondents are youngsters. 7% of respondents rate it excellent, 22% rate it very good, 40% rate it fairly good, 28% rate it average, 3% rate it poor.

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New Schemes and offers: Purpose:

The main purpose of this analysis is to the respondents perspective related to the new schemes and offers provided by Vodafone. Services Excellent Very good 14 Fairly good 27 Average poor 33 10

New Schemes and offers 3

Interpretation:
Here major respondents are not much satisfied with new schemes and offers of Vodafone. 38% respondents rate new schemes and offers as average, 31% respondents rate it as fairly good, 16% rate it as very good while 12% and 3% rate it as poor and excellent respectively.
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Customer Care:
Purpose:
The main purpose of this analysis is to know about the satisfaction of customer care service provided by Vodafone to their customers.

Services Customer Care

Excellent Very good 6 32

Fairly good Average poor 29 15 5

Interpretation:
Customer care service of Vodafone is better compared to some of the other services. 37% respondents rate it as very good, 33% rate it as fairly good, 17% rate it as average, and 6% and 7% rate it as poor and excellent respectively.
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Recharge Outlets:
Purpose:
The purpose be hind this a na lys is is to know about t h e s a t i s f a c t i o n o f t h e Vodafone customers regarding recharge outlets. Services Excellent Very good 28 Fairly good 31 Average poor 14 2

Recharge Outlets 12

Interpretation:
Recharge outlets of Vodafone are majorly rated on fairly good and very good basis. 36% of the respondents rate it as fairly good, 32% rate it as very good, 16% rate it as average, 14% rate it excellent and 2% respondents rate it as poor.
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Value Added services:

Purpose:
The purpose behind this analysis is to know about the perception of vodafone customers regarding Value Added Services.

Services

Excellent Very good 24

Fairly good Average poor 29 19 6

Value Added services 9

Interpretation:
Value added services of Vodafone are quite feasible as compared to some of the other services. 33% respondents rate it as fairly good, 28% rate it as very good, 22% rateit as average while 10% and 7% rate it as excellent and poor respectively.
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Q13) Why you are not using Vodafone Services? Purpose:

T he p u r p o s e o f t h i s q ue s t i o n i s t o k n o w w h y o t he r re s p o nd e nt s d o n o t us e Vodafone services. Reasons Lack of awareness High prices Poor services Poor network No. of Respondents 2 6 3 2

Interpretation:
6 dont use Vodafone services because of high prices. 3 respondents dont use Vodafone services because of poor services while 2 respondents each dont use Vodafone services because of lack of awareness and poor network.

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Q14) Would you like to recommend Vodafone to others? Purpose:

The purpose of this question is to know the recommendations of the respondents t o w a r d s V o d a fo n e , w he t he r t he y w o u l d l i k e t o r e c o m me n d t he V o d a fo n e s e r v i c e s t o others or not.

Suggestions

Yes

No 9

No. of Respondents 78

Interpretation:
90% of the Vodafone customers would like to recommend Vodafone services to others while 10% of the Vodafone Customers wont recommend to others.

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Age Analysis:
Purpose:
The main purpose of this analysis is to know how many respondents belong to a particular age of group.

Age

Below 18

18-25 54

26-50 23

51 or above 6

Respondents 4

Interpretation:
Major respondents are youngsters i.e. 62% of the respondents belong to age group of 18-25, 26% respondents belong to age group of 26-50, 7% of respondents belong to 51or above age group while only 5% of the respondents belong to age group of below 18 years.

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Age Wise Analysis (Net work):

Purpose:
The main purpose of this analysis is to know the perception of differen respondents of different age groups regarding network service. Ratings Below 18 Excellent 1 Very good 2 Fairly good 0 Average 1 poor 0 Total 4 18-25 19 18 10 5 2 54 26-50 9 7 6 1 0 23 Age 51 or above 2 2 1 0 1 6 Total 31 29 17 7 3 87

Interpretation:
Here major respondents rating network as excellent are youngsters that include the age group of 18-25, the same is the case with all the rating of this service.
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Age Wise Analysis (SMS Rates):

Purpose:
The main purpose of this analysis is to know the perception of different respondents of different age groups regarding rates of SMS. Ratings Excellent Very good Fairly good Average poor Total Below 18 0 1 1 2 0 4 18-25 1 12 27 11 3 54 26-50 3 5 5 10 0 23 Age 51 or above 2 1 2 1 0 6

Total 6 19 35 24 3 87

Interpretation:
Major respondents are youngsters and they are not much satisfied with the SMS rates of Vodafone.

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Age Wise Analysis (Call Rates):

Purpose:
The main purpose of this analysis is to know the perception of different respondents of different age groups regarding call rates. Ratings Excellent Very good Fairly good Average poor Total Below 18 0 1 2 1 0 4 18-25 2 11 26 13 2 54 26-50 0 6 12 4 1 23 Age 51 or above 0 2 3 1 0 6

Total 2 20 43 19 3 87

Interpretation:
Major respondents rate charges of calls as fairly good. 26 respondents falling in age group of 18-25 rate it as fairly good.

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Findings

93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone. 100% of the respondents are aware about telecommunications services. 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use Reliance, BSNL and Tata Indicom respectively. 100% of respondents are aware about Vodafone Services. 36% of the respondents are aware about Vodafone through Advertisements, 29%are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth publicity respectively. 39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month. 84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services. 87% of the respondent calls at customer care while 13% respondents do not callat customer care.

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31% respondents respondents call customer care once a month while 16% and7% of respondents call once a week and daily respectively.

34% of respondents call at customer care for complaining purpose while 30%,19% and 17% of respondents call customer care for other queries, information regarding new schemes and value added services respectively 5 respondents among the total no. of respondents dont use Vodafone services because of high prices. 3 respondents dont use Vodafone services because of poor services while 2 respondents each dont use Vodafone services because of lack of awareness and poor network. 90% of the Vodafone customers would like to recommend Vodafone services toothers while 10% of the Vodafone Customers wont recommend to others.

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Books:

Marketing Management Philip Kotler, Kevin Lane Keller.

Websites:

http://www.vodafone.com/start/media_relations/news/local_press_rele ases/portugal/portugal_press_release/vodafone_had_highest.html

http://en.wikipedia.org/wiki/Customer_satisfaction http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company) http://en.wikipedia.org/wiki/Vodafone http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202008.pdf www.anacom.pt/render.jsp?contentId=606658 www.iimcal.ac.in/community/consclub/reports/telecom.pdf

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Q1) Do you have a mobile phone Yes No Q2) Are you aware about telecommunications service? Yes No If yes, then which operators Service do you use? Vodafone (Multi-choice) Airtel Idea Reliance BSNL Tata Indicom ( If not Vodafone then go to Q12 ) Q3) Are you aware about Vodafone? Yes No

(If No, then go to Q11 )

Q4) From which source you came to know about Vodafone? Advertisement Hoardings Newspapers Mouth Publicity (Multi-choice)

Q5) Since how long you are using Vodafone services? Less than 1 month 2-6 months 6-12 months More than 1 year
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Q6) Which of the following services do you use of Vodafone? Pre-paid Post-paid Q7) Which services are more helpful to you while using Vodafone services? Call rates (Multi-choice) SMS service Network Value Added Services Q8) Dou you call at customer care? Yes No If yes, how often you call at customer care? Daily Once a week Once a month Occasionally Q9) For what reason you call at customer care? Value added services (Multi-choice) Information regarding new schemes Other queries Complaining

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Q10) Rate the following services on the basis of your satisfaction.

Services Network SMS Rates New Schemes and offers Customer Care Recharge Outlets Call Rates Value Added services

Excellent Very good

Fairly good Average poor

Q11) What makes you unaware about Vodafone? Less Advertisements Less Publicity Others (If others then mention ________________________) Q12) Why you are not using Vodafone services? Lack of awareness High Prices Poor Services Poor network (Multi-choice)

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Q13) Would you like to recommend Vodafone to others? Yes No

Q14) Give your suggestions to help in serve you better.

Name: ________________ Age: ___ years Sex: Male/Female Contact no.: ___________ Signature: __________

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