Research Project Report

“​Customer satisfaction level towards vodafone cellular service​”

FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT

FOR THE AWARD OF

BACHELOR OF COMMERCE

UNDER THE GUIDANCE OF

Mrs. PRIYANKA GOEL

Submitted By
PALLAV TYAGI
16GSFC101097

Bcom( hons) 2019-2020

​School of finance and

commerce

Galgotias University

May, 2020

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 ACKNOWLEDGEMENT
All applause to the all-powerful with whose favourable gifts I have the option to achieve my
examination venture report effectively. Equivalent credit goes to my folks and educators who
made me what I am today by their hard work, commitment, support and supplication​.

My uncommon gratitude to my folks for liberal collaboration, coordination and significant

help. I pay my appreciation towards my other employees. I should not neglect to render my
profound sentiments of appreciation and gratitude to all the reviewers whom I visited during
the study for important data, co-activity, guidance and recommendation to make this
undertaking an extraordinary achievement.

I am appreciative to my guide Mrs. Priyanka Goel for his endeavors during my venture work.
My true gratitude to all other people who were related with the undertaking straightforwardly
or in a roundabout way for furnishing me with the phenomenal direction during the task.

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 DECLARATION
​

I, Pallav tyagi Admission number 16GSFC101097 understudy of School of Finance and

Commerce, Galgotias University, Greater Noida, thus proclaim that the venture report on
"Customer Satisfaction level towards vodafone cellular network " is a unique and confirmed
work done by me.

I further announce that it has not been submitted somewhere else by some other individual in
any of the organizations for the honor of any degree or confirmation.

Signature of the Student :

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 ​CERTIFICATE
This is to certify that the project report “Customer satisfaction level towards vodafone
cellular service” has been prepared by Pallav tyagi under my supervision and guidance. The
project report is submitted towards the partial fulfillment of 3 years, Full-time BACHELOR
OF COMMERCE​.

Signature of Faculty

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​ ​INDEX
1. EXCECUTIVE SUMMARY
2. INTRODUCTION
3. INDUSTRY PROFILE
4. COMPANY PROFILE
5. OBJECTIVES OF STUDY

6. RESEARCH METHODOLOGY
7. DATA ANALYSIS AND INTERPRETATION
8. FINDINGS
9. CONCLUSION
10. SUGGESTIONS
11. BIBILIOGRAPHY
12. APPENDIX QUESTIONAIRE

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 ​EXCECUTIVE SUMMARY
This survey work showed the path of deeply understanding the “thoughts and
perceptions and satisfaction of customers towards vodafone cellular service.

The main objective is to find out the idea, suggestions and perception of common
people using vodafone cellular network. The idea behind this survey is to find out the
ease and difficulties faced by vodafone customers.

Basically, this survey work constitutes of five chapters and the chapters are in the
sequence of Executive Summary ,Introduction, objective of study, Research
Methodology, Data Interpretation and Analysis, Findings, Conclusion respectively.

The first chapter in my study represents the introduction of the company and how the
vodafone cellular network operates its business. This chapter also shows the
background of vodafone cellular system, difficulties in its implementation, effects of
this network system in India as well as Abroad.

The second chapter in my survey work shows the objective of the study in which I find
out the different what are the directions as welll as the limitations of this study work.

The third chapter in my study represents the research methodology in which I show the
require of this survey work, scope of this study. This chapter shows my method of
working. It includes sample size, sample design, the questionnaires and data collection.

The fourth chapter in my survey work is Data Analysis and its interpretation. In this
chapter, I have done the analysis the collected data in the form of tables and charts.
These interpretation shows the both positive and negative impacts of vodafone cellular
network by customers.

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 INTRODUCTION
​

Focus on Customer Satisfaction by Organisations

Organizations screen consumer loyalty so as to build their client base, reliability, incomes , aids , shares of
the pie and bearing . The more profits are the primary driver , excellent administration center around the
users and their active participation in the association. Organisations work to make their client cheerful and to
make them take active participation in the organisation. Consumer loyalty majorly relies on how the
consumer is treated by the organisation. To make a consumer an organisation daily product user, the
organisation should definitely focus on the consumer satisfaction.

Customer Satisfaction

Customer satisfaction is a term which is widely used in organisation as a of nowaday and is a really
important concept which got popular since the organisation gets to know the to form a good position in
market, satisfying a consumer is really important.So what is consumer satisfaction, Consumer satisfaction is
term which means a product or a service which is being manufactured or made after so many of try and fail
methods whether it satisfies any single need of the customer. As it is always said in our marketing books that,
“CUSTOMER IS THE KING OF THE MARKET” this statement is so true because, whatever the products
are being made by any organisation are major to provide help or to solve a human being problem. Customers
will always be a king because customer needs and tastes are always changing constantly. And organisations
should update their services respectively.

For example, take an example of a swiggy company/zomato/mobile companies/Amazon and other websites
which offer online services through their vast networks.., They always take the feedback from the customer
after delivering the service. And this feedback doesn’t just stay between the delivery boy or the customer,
this will be forwarded to the company managing administration who do analysis whether the customer is
satisfied or not.

Some definitions also define, that it doesn’t depend upon the confirmation of the customer or the
disconfirmation of the client whether the product is upto the mark or not. It totally depends upon the
customer loyalty and accountability of the person who is responsible to provide full satisfaction. Some
company use the client and customer formula, they form teams and divide the customer base to each team

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and direct them towards each step on how to satisfy their customers, it is not fully correct to take the
feedback from customers because customer feedbacks totally depend upon their moods. They won’t be
giving the full and actual information. They resist talking on calls to the customer care because its a waste of
time for them.

Customers satisfaction totally depends upon the product performance and if the product is not upto their
expectation the this expectation moves towards the service which is to be received by the customer on behalf
of what is not still not received by the customer. If the product is not upto the expectations, the customer will
be highly disappointed, if it’s upto the expectation then the customer will feel satisfied. But if, consumer
expectation are beyondly fulfill by the product then, the customer will get highly satisfied which is directly
related to more buying/purchases by a customer. Most of the companies make their customers highly
satisfied when it’s the first buy of the customer and some focus on just making a customer satisfied, and
some can’t even make them satisfied. So first and the second conditions are still good for providing
satisfaction third should not be anyone’s aim who is running a business. The company who makes their
customer highly satisfied are the one who keeps get more purchases from the customer and gets into the long
run of business, that directly leads to more scalability, growth, more profits, more investors etc other benefits.
Hence’ highly satisfying the customer is the basic need for an organisation to grow.

The other most important thing an organisation should keep in mind when they make their customer base is
never to lose the existing customer and their record of past buyings. As it is the most helpful data to make
more customers, as most people have similar buying behaviours. Similar buying behaviours also tell the
organisations whether which type of products are getting more sales and which are not. So customers should
keep a record of buying of their past buyers and their buying behaviours. And also to flash those offers which
are favourable for them as in their mobile apps ad. and else place mobiles are vastly in use by customers.

Also, an organisation should never forgets how a customer git satisfied in previous buying and by previous
products and services. As an already satisfied customer will keep buying from the same organisation and will
keep telling other about the same, i.e., how good your organisation services are and how much satisfied he is
with getting attached by product and services. Similarly, if the organisation gets successful to satisfy moe
customer, this form a chain of continuous buying and continuous satisfaction feedbacks to other and the
product and the brand will get established easily with the passage of time and can create a good amount of

profit and goodwill in the market by just satisfying some customers in the beginning.

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 INDUSTRY PROFILE
​

Cell Industry:

The innovation that enables an individual to impart whenever has brought forth a whole industry in versatile
Media transmission. Cell phones have become an essential piece of development, achievement and
productivity of any business or economy. The most pervasive remote innovation on the planet nowadays
Global System for Mobile. Domiain Specific Modelling , affiliation (Worldwide Framework of Versatile
Correspondence) get founded during year 1987 for advancing and speed up reception, improvement,
organization and development of the GSM standard for computerized remote correspondence. The affiliation
was framed because of an European people group concession to the require to receive regular standard
appropriate for cross fringe European versatile correspondences. Beginning principally as it was then called
before long came to speak to the worldwide framework for portable correspondences accomplishes a rank of
an overall norm

Global System for Mobile , participation have developed majorly during the year 1992. The participation
presently reaches out to 501 individuals from more than 161 nations. The 373 GSM systems overall currently
administration over 400.02 millions clients. The worlds space station administrators posses likewise
incorporated with the Global system for mobile, people group, that add its further with quality also it affects
the world Global market. Global System for Mobile nowadays, driving computerized quality records of
70.9% of the worldwide advanced remote vends.

Cellular Network Diagram of India

The Government of India recognised the that the GSM network also the cellular network is the best option
for major growth factor to improve the India socially. So the Government should focus majorly on how to
improve the Cellular industry because it will directly contribute to the economic growth of the country. It is
also found by the studies that a major part of India’s GDP is contributed by this sector i.e., tele
communications and cellular network. Similarly, as the government should focus on this industry as well
updating the laws regarding this sector according to nowadays telecom industry. As this is the future of the
world, indian government should also discuss that how to do major growth in this industry.

The Government of india had the acquaintance for cell benefits with the nation settled on a beacon choice to
the Present the Global System for Mobile standard, jumping out of date innovations. Albeit cell registration

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were made innovation unbiased during September 1999 and rest private administrators are contributing just
Global System for mobile administrations. Principal rapid transit cell organisation began working model
August 1995 in Calcutta. The business as of now has 42 systems, covering in excess of 600 towns and 7
urban communities and a few thousand towns and overhauling in excess of 3 million endorsers everywhere
throughout the nation.

Commitment to the cell business:

Work age:​ It is found in studies that cellular /telecommunication business provides employment to 50000
people per year in india, qualified or non qualified both and with in the coming years this industry will grow
upto 25% in the terms of employment generation.

Development in Gross domestic product:​ The telecom and cellular network industry is also very much
contributing in the country’s GDP and making the countries overall economy grow gradually with the long
run in the markets says the World bank reports.

Expanded FDI Stream:​ This sector is also vastly growing in the terms of FDI(Foriegn Direct Investment),
As it is getting growth majorly in india, and much more rapidly in other countries too. This veil directly
Expand the FDI of our country. According to Research, it is found that with a percentage growth of 55% of
tee telecom and with a turnover rof 320 billion, it has become a mass growing sector.

Substantial interest in infrastructure:​ So, as the Telecom sector is helping India in the economic growth
gradually with the passage of time, it is also contributing in the FDI and hence it’s contributing the
infrastructure growth of india because as the telecom companies are setting up in india, people are really
likely to get employment in these sectors and making their living by this sector and settling their workplace.
This is giving an opportunity to the government to growth infrastructure of india.

Some Rapid Growth Indicators of Sales Promotions are:

1) Internal Factors
2) External Factors
​1)Communication
2) Incentive
3) Invitation

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 ​COMPANY PROFILE

VODAFONE, a cellular network company which as renamed back in may 2002, it was then known as
BIRLA GOODBY AT&T is now world leading company in the cellular network with the companies like
Reliance, Idea and Airtel. It was Incorporated in the year 2001 and month January. It has it’s operations
widely in the states of India as well. Vodafone has also acquired RPG cell communications years back, which
leads it’s opertation in Madhya Pradesh and Chattisgarh. RPG is now known as BTA Cell Communication.

VODAFONE cover so manys operations in india, And it not a local company, it a company with large turn
over and cover whole india as an telecommunication network, the areas which are covered by this tele
communcation company are Maharashtra, New delhi, Gujrat, Andhra pradesh, and Madhya
pradesh(including chahttisgarh).
With a network span growth upto 140 % in india, Vodafone took a massive growth during year 2001-2003
with the services from voice to texts and nowadays more services are their. Also know as the fastest Growing
network at that time. Vodafone also leads two of it operations and doing so well since years in these three
regions Maharashtra, Goa and Madhya Pradesh.

Vodaone has it’s user base approximately 1.67 million, which is 28 percent of its total operation in the world
and 12% of whole indian telecommunication business network.

Vodafone Inclusion:

The term “Corridor Connectivity” was first implemented and given by vodafone in india,as it provided with a
network that no other company could do at that time in the market, it has covered 24 Districts and 160 towns.
Vodafone also promises to give best network with wide and deepest range of connection.

Corridors were as follows:

1) The Costa corridor between sangreddy(hyedrabad) and vijyavada

2) The Krishna Corridor between vijyawada and tirupati.

3) The Rayalaseema corridor between Hyedrabad and hindupur

4) The Kakatiya between hyedrabad and manchedial.

Most recent improvements in vodafone Cell:

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● Vodafone has in total 11 telecommunication circels footprints and in year 2001, vodafone acquired
two companies that are , escorts telecommunications and escorts mobile communication.

● As per the announcements and research, it is found that vodafone will invest around 1300 crores in its
business and operations to grow its fiscal and to achieve 100% target customer.

● Vodafone have sold it’s AT&T Stake of 35% to the Singapore Technologie Telemdia PTE(STT).

● Global System for Mobile (GSM) evolution services got enhanced when vodafone directed it.
Vodafone enabled the high speed network, and high speed downloading and other better network services,
better calling and SMS’s. Prepaid and postpaid services were initially incorporated by the vodafone company
for the subscribers living in delhi and NCR region.

PROFILE OF PRODUCT:

With a very wide range of products, with a very different range of products. The vodafone provides prepaid
as well as post paid services for the consumer. The comapny also offers a variety of offers as well nowdays
all the recharges are can be done with a click on the Vodafone app.

M-offer:

Very common yet always an aid to all the feature is Shopping offer, i.e., type of electric offers which can be
used during shopping as urban store.

Voice messenger:

With the Multimedia chat system, this network also provides a great voice messaging system in the direct
network, and the voice message system don’t lag during chat. This Voice Courier also is enabled with the
feature to do ISD and STD messaging.

Multimedia Chat:

The Network also provide the Multimedia Chat,i.e., Instead of providing a one by one messaging sytem,
vodafone is now providing direct chat box in the direct SMS. This is special feature which is taken from
other apps as the people are inclined towrds direct chat system for example Hike, Whatsapp etc.

Languages in which the network is operating it’s SMS​ :​ ​ ​Marathi, Gujarati hindi, Bengali , tamil , telugu ,
kannada, malayalam and Punjabi, not with English as an addition to it.

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.

OBJECTIVES OF STUDY
Direction is to..

-> discover how to improve sales by using coorect sales promotional tools.

-> discover the effective application of how brand ambassador effect sales.

-> discover the each and every piece and pie of vodafone cellular unit.

-> know the highlights that pulls in the client to buy in to vodafone cell.

-> know the client help and fulfillment by the vodafone cell administration.

Restriction are..

1) Time factor was the fundamental obstacle for the survey as the market to be covered is huge.

2) As the research is based in Delhi NCR, it is only applicable to the delhi market, it can’t be taken as
the full market overview.

3) As the samples are taken to expplore the market is only of 100 clients, it can’t be taken as full market
overview.

4) Since the undertaking must be finished inside a brief timeframe the data gathered could be one-sided.

5) Some of the superior sections couldn't be met because of time require and by not getting earlier
arrangement because of tight calendar of the reviewers.

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 RESEARCH AND METHODOLOGY
​

Method of Survey

The method of survey is that method which helps a survey conductor to gather information by the
people who are the part of the survey. Method of survey is basically used to get an aggregate of the total
data. Survey’s are done to get the ideas, people’s ideology, problems etc.

Meaning of Sampling

Sampling is the process in which a surveyor collect all the data in the form of group, items etc from a larger
population or from a larger group of items and then choose the samples of each data according to the survey.

Sample size: Sample size is the size which is taken out in form of group of peopl or item from a larger
population. This survey is done by taking a sample size of 100 people.

Methods of Sampling

Random sample method:

Random sample method is that method in which a sample is taken randomly from the given data that helps
the surveyor to decrease the biased and unwanted effects.

Research Instrument

Questionnaire:

The method of preparing a questionnaire is a very old and effective technique to know the major problems
and also the ideas of people. Questionnaire is a method of preparing a series of questions about which the
information is to gather. The ideal questionnaire contains questions between 6-8 but we can exceed the
questions up to 12-15. When the questions are asked above 15, it gets very irritating for the reviewer to
answer all the question. So, the questionnaire should be between 10-15, as it can contain all the important
questions.

Data Collection
Collection of data is process of collecting all the data/information about the given topic of interest by the

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surveyor. Collection of data also includes analysis and measuring of the given data. Collection of data is
mostly done with the main objective a achieving the reliable and rich data for statistical purpose.

Sources of data collection:

Interior

Internal Data sources means when the data is being collection from internal sources of the company i.e.,
accounts, management operation, employees information, product information, resources etc. To make the
company more scalable in the long term.

External

And, on the other hand there is the external sources of data collection i.e., when the data is collected
from the outside of the company to review a product or to recruit a good staff or know a public opinion about
their product and also the problems faced by the people.

Types of data

(a) Primary:

Primary data is that data which is being collected for the purpose of doing the own research or
for the onself who is working on a thesis or a report. In primary data the data is collected from the primary
sources, for eg. Archeive, photographs, letters, manuscripts etc.

b) Secondary :

On the other, hand there is the secondary sources of data, the secondary sources of data are
textbooks, publications, articles, encylopedias etc. Secondary data is the data which becomes secondary once
the primary data is being collected and published for the general public to use it as their research.

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 INTERPRETATION AND ANALYSIS OF DATA
1: The network used by the reviewers

1) :

S. Mobile Number of %
N. network reviewers

1) Vodafon 36 36
e

2) Airtel 16 16
network

3) idea 16 16

4) Reliance 11 11
mobile

5) Telephon 11 11
e

6) docomo 11 11

Total 100 100

The network used by the reviewers

Conclusion: 36% reviewers of vodafone. network

16% reviewers for Airtel network ,

16% reviewers for Idea network

11% reviewers of reliance network,

11% reviewers of Telephone

11% reviewers of DOCOMO NETWORK

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 2: The type of network used by people

2:

S. Variety of Number of (%)

Number Network reviewers

1) Pre-paid 30 30

2) Post-Paid 70 70

Total Number 100 100

The type of network used by people

Conclusion:

30% reviewers of vodafone are utilizing paid ahead of time

70 % reviewers of vodafone are utilizing post paid

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From this we can infer that the majority of the reviewers of vodafone lean toward present paid assistance
than on paid ahead of time

3. Recharge offer usage

S. No Type of recharge Number of (%)

offer reviewers

1 Rs.109 12 12

2 Rs.323 54 54

3 Rs.539 9 9

4 Rs.1070 14 14

5 Rs.3220 8 8

Total Number 100 100

Recharge offers usage

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Conclusion: ​10% reviewers lean toward Rs. 109 revive offer, 54% reviewers lean toward Rs.323 energize
offer, 9% reviewers favor Rs.539 revive offer, 9% reviewers incline toward Rs.1070 revive offer, 8%
reviewers favor Rs. 3220 energize offer.

From this we reason that the vast majority of the reviewers lean toward the Rs. 323/ - revive offer.

MODE OF AWARENESS

4: Medium through which network gets popular

S. No Type of media Number of (%)

reviewers

1) TV 22 22

2) Printing medias 24 24

3) Acqua./ Friends 38 38

4) Banners 6 6

5) Others 9 9

Total 100 100

Type of Media

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Conclusion: ​22% reviewers came to know through TV, 24% reviewers came to know through printing
medias, 38% reviewers came to know through Acqua./friends , 6% reviewers came to know through banners,
19%reviewers came to know through others.

From this unmistakably a large portion of the reviewers came to think about vodafone through
companions/family members.

5: Feature of vodafone which attracts the reviewers

5)

S.no Features No of (%)

reviewers
of network

1) Huge friendly & 8 20

affordable plans

2) Best quality 13 33
network

3) Widest coverage in 19 50
A.P

4) Brand loyalty 1 2

Total 32 100

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 ​Feature of vodafone which attracts the reviewers

Conclusion: 20% reviewers are pulled in towards vodafone's most agreeable & affordable plans.
33% reviewers are pulled in towards vodafone's best quality network.50% reviewers are pulled in
towards vodafone's most stretched out inclusion in A.P. 2% reviewers are pulled in towards
vodafone's image dedication.

​8: Which brand ambassador leads the company the most and loved by people

​S. No.) Brand’s Number of (%)

Ambassadors reviewers

1) Movie stars 33 33

2) Athelete 45 45

3) Politicians 4 4

4) Company Heads 18 18

Total no. 100 100

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 Brand Ambassador

Conclusion: 33% reviewers proposed for moviestars as brand ambassador. 45% reviewers recommended
for atheletes as brand ambassador. 4 % reviewers recommended for politicians as brand ambassador. 18%
reviewers recommended for company heads as brand minister.

From this unmistakably more reviewers lean toward sports individual to film state

9: Feature that makes the network pickable

S. No) Features of network Number of (%)

reviewers

1) Wide cover of network 16 40

2) Brand’s loyalties 1 1

3) Most Economical 9 27
packages

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 4) Best quality network 12 31

Total no. 42 100

Feature that makes the network pickable

Conclusion: 39% reviewers suggested for extra talk time.29% reviewers suggested for customized
recharge facility.32% reviewers suggested for free incoming for more than 1 month.15% reviewers gave
other suggestions for sales promotion.

​ 10: Rates given by the people to vodafone network.

10

Sl. No Ratings No of (%)

reviewers

1 Excellent​. 16 42

2 Good​. 11 34

3 Satisfactory​. 11 23

4 Poor​. 1 1

Total no​. 40 100

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 Rates given by the people to the vodafone network

Conclusion:

42% reviewers rates excellent.

34% reviewers rates good.

23% reviewers rates satisfactory.

11: Opinions for recently laucnhed offers i.e., Rs.50/- and for Rs 100/-

11

S. No) Rating Number of (%)

reviewers

1) Excellent 8 16

2) Good 21 40

3) Satisfactory 17 37

4) Poor 2 6

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 Total 49 100

Opinions for recently laucnhed offers i.e., Rs.50/- and for Rs 100/-

Conclusion​:​ .​ ​16% reviewers rates as excellent.

40% reviewers rates as good.

37% reviewers rates as satisfactory.

6% reviewers rates as not energizing

12: Reviews regarding the long term plan/life long plan

12

S .No) Responses Number of (%)

Reviewers

1) No 43 43

2) Yes 57 57

Total no. 100 100

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 Reviews regarding the long term plan/life long plan

Conclusion:

57% reviewers are ready to subscribe the lifelong plan.

43% reviewers do not want to subscribe.

13: Reviewers age group

13

S .no) Age​. ​groups Number of (%)

reviewers

1) 10-15 32 32

2) 16- 35 52 52

3) 36- 50 13 13

4) 50 & more 3 3

100 100

Reviewers age Group

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Conclusion:​. 32% reviewers are between age of 10-15

52% reviewers are between age of 16-35

13% reviewers are between age of 36-50.

3% reviewers have age 50 & more.

14: Reviewers Occupation.

14

S. no) Occupations of Number of (%)

reviewer Reviewers

1) Businessman 40 40

2) Employees 35 35

3) Students 12 12

4) Professionals 10 10

5) Other 4 4

Total 100 100

27
 Reviewers Occupation

Conclusion: 40% reviewers are businessmens.

35% reviewers are employees.

12% reviewers are students.

10% reviewers are professionals.

4% reviewers are other.

15: Income Groups of reviewers

15

S .no) Incomes groups Numbers of (%)

reviewers

1) Less than 6000 26 26

2) 6000-11000 46 46

3) 11000-16000 16 16

4) 16000 and above 12 12

Total ​.​no. 100 100

28
 Reviewers Income

Conclusion:

​26 % reviewers are

under income Rs.6000/ -

46% reviewers are between income Rs. 6000-11000.

16% reviewers are between income Rs. 11000-16000.

12% reviewers have income of Rs 16000 or more.

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 CONCLUSION

As Vodafone company have every time created an edge in the cellular network market in the
world and in the emerging markets like India. According to the recent trends in the cellular
markets i.e., mass use of 4G internet, free internet network, cheap calls. This survey is done
to ensure the Vodafone company about the recent trends as well the problems which are
customers facing during the new trends of Vodafone cellular. This study or survey shows the
proper feedbacks of the people who are using Vodafone. The survey is successfully done with
the help of various reviewers and their cooperation.

According to this survey, research report made on the customer satisfaction level towards
Vodafone cellular service it is clearly found that Vodafone is doing almost well in the market
but requires to focus more on providing newer and cheaper plans as well as the quality of
calls and service when a customer requires the expert assistance.

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FINDINGS

​1. A large portion of the reviewers of vodafone incline toward present paid help
than on paid ahead of time

2. The majority of the people came to know about the Vodafone through Internet/
banners.

3. The vodafone is opted by people because of its wide coverage by 50% and the
rest is with the schemes.

4. The huge portion of growthare asked by the people in the administration.

5. The people like film stars and sports person as the brand diplomat.

6. The 55% of reviewers are ready to buy the deep rooted arrangements.

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 ​SUGGESTIONS AND RECOMMENDATIONS
1) Customers require the organization to take input with respect to administrations and illuminate the about
new levy plan charges i.e., the company should frequently connect to the customers and aware them about
the new plans.

2). The call rate should be changed from

3) Consumers require great change in administration i.e., better quality of service.

4) "Vodafone Cell" should give greater commercial through TV and should put all the more storing and
announcements. As the internet usability has taken a widespread among all the customers, the Vodafone
company should educate their customers through television ads and commercials.

5) Papers and should place additionally storing and bulletins for eg. Newspaper ads. etc

6) Vodafone must clarify the conditions which are relevant in useful in the long term, as their customer care
service is not fully customers attention centered.

7) Vodafone should give additional discussion time and diminish rental charges. Vodafone should provide
additional talktime for regular customers

8) Call lucidity ought to be improved i.e., Vodafone calls quality is no more clear, it lags in between

9) There are no customized network and plans for the customer , the company should take focus on
customized plans that includes internet, talktime, free SMS’s etc.

10) Many clients have proposed of on the loose messages administration and on the loose cordial calls inside
the Closed User group.

11) Bundle configuration isn't informative and eye getting, so bundle plans and shading requires to mix
agreeably to make the bundle open.

12) People also suggested which are living nearby village areas that the village customer are not fully awre
of the Vodafone network.

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 BIBLIOGRAPHY

1) MARKETING MANAGEMENT – 10​th​ Edition

- Philip Kotler

2) MARKETING RESEARCH
- D.D. Sharma
3) PAMPHLET AND CATALOGUES OF THE COMPANY

4) WWW. vodafone cellular. com

33
 ​APPENDIX QUESTIONAIRE
​QUESTIONNAIRE FOR CUSTOMER’S SATISFACTION TOWARDS

VODAFONE CELLULAR

1. Do you own/use a cell phone? [ ]

(a) Yes (b) No

2. If you own/use a cell, which service you’re using at current? [ ]

(a) IDEA (b) AIRTEL (c) VODAFONE

(d) RELIANCE (e) CELLONE

3. Which type of service do you use? [ ]

(a) Prepaid (b) Post-paid

4. If prepaid, which recharge flex/ offer you often use? [ ]

(a) Rs. 111 (b) Rs. 324 (c) 540

(d) Rs. 1080 (e) Blow 100

5. Do you know about Idea? [ ]

Yes ( ) No ( )

If yes, how you came to know?

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(a) Television (b) Print media (Newspapers / Magazines)

(c) Friends / Relatives (d) Hoardings / Bill boards

(e) Any other (specify) __________________________

6. What features attract an Idea card purchase? [ ]

(a) Most easy and cheap plans (b) Better quality Network

(c) Widest coverage in A.P d) Brand Loyalty

7. Suggest attribute you think requires boost. [ ]

(a) Service (b) Transparency in Billing

(c) Call Clarity (d) Any other (specify)

8. Which sales advancement pursuit do you think would be more effective in grasp more

market portion?

(a) Additional talk time (b) Custom make recharge ability [ ]

(c) Free incoming for more than one month

(d) Any other (specify)

9. Propose which Brand diplomat will effect sales boost? [ ]

(a) Film star (b) Sports person

(c) Musician (d) Company CEO

10. What makes vodafone most preferred? [ ]

(a) Widest coverage un A.P (b) Brand Loyalty

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(c) Most economical and friendly packages

(d) Best quality & extensive network

11. Which brand do you nominate if given an alternate ? [ ]

(a) IDEA (b) AIRTEL

(c) VODAFONE (d) RELIANCE

(e) CELLONE

12. How do you rate the aid at Vodafone Cellular [ ]

(a) Excellent (b) Good

(c) Satisfactory (d) Poor

13. What is your opinion about vodafone’s recently launched recharge offer of Rs.50 and
Rs.100?

(a) Excellent (b) Good

(c) Satisfactory (d) Not exciting

14. Would you prefer to subscribe for Idea’s long-lasting incoming scheme?

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