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A Project Report
On
LAUNCH OF UNINOR
Submitted to :- Submitted by :-
Piyush Singhal Adrish Sen Sharma
Ankita Rathore
Makrand Shukla
Manas Temurnikar
Naina Singh
Shreyasi Paul
IILM INSTITUTE FOR HIGHER LEARNING GURGAON,HARYANA
1
TABLE OF CONTENTS
Chapter Topic Page no.
Main Body 1. Theoretical back ground of
the topicIntroduction Objective of the ProjectSWOT Analysis of the Project
34
4-5
2. Project Profile Promotion Branding Pricing Place Product Differentiation
6 7 7-8 9-10 10
3. Organizational Profile About UNINOR History of uninor Snapshot of company profile Introduction of uninor Vision of uninorMission of uninorPatent company Company organizational Structure
12 13 14 14 14 14-15 15
4. Analysis of the data 16-275. Conclusion &
Recommendation Finding Suggestion Conclusion
28 29 30
Closing Page/ Back Matter
1. Bibliography 312. Appendices(Questionnaire ) 32-33
2
INTRODUCTION
Telecom sector is not just a sale of product, but it comprehensively based on the service facility offered by the organization. So, a careful study and proper analysis can help a telecom company to reach on the right direction, at right place, at right time. It will not only help to know the” Market Potential” of telecom company but, it will also help to find the factors those are responsible for the exploitation of the telecom sector. To find out those above things, “Market Research” can be the most effective and efficient tools to reach on the right decision. In it we have to do research on youth what they perceive, what is their necessities and what is their requirement from the Telecom service provider.
The second phase of our project was concerned with the product/service launch and promotion of the service of uninor. It started to create an atmosphere in market that telecom giant uninor enter along with five circles at a time. To establish in the market like telecom sector and occupy the large base of consumer it was an inevitable part for any new force of Telecom Company to do market entry and promotion in proper and comprehensive way. Uninor’s market strategy is clearly visible for making a brand in the mind of consumer. So, they launched the product in vibrant way . After this they started their promotional activities like “to meet the retailers and customers” personally for word to mouth exchange and to reach on the grass root level of the telecom market.
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Objective of the project
What should a new company do, to enter in the market
To know the market potential for UNINOR in youth segment
To know the expectation from UNINOR by youth
What should do UNINOR to satisfy youth Customers
Which techniques use the UNINOR to grab the market Comprehensively
How to promote UNINOR their service
To create the brand image of uninor in the mind of customers
To develop a good market atmosphere for uninor that can help it, for expansion of its base of customers
To make the uninor as supreme telecom service provider by giving a different touch
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
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the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieving that 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.
Strengths:-
Joint venture between world’s 6th largest telecom company and India’s 2nd largest real estate company.
Least capital investment as various services are out sourced. Different price strategy. Decentralized management structure.
Weakness:-
The first signs of Weakness in new Operators are now evident that Uninor [a JV of Telenor and Unitech Ltd] has confirmed that it will have a focused rollout in majority of 22 circles, while meeting license obligations in all circles. Uninor also said that India capex plans have been scaled down from Rs155 billion earlier to Rs 120-125 billion.Uninor has just 12,000 base stations installed, much lower than the base stations required for nationwide launch. This development is an indication of new operators feeling the heat due to tariff wars in Indian telecom industry. We wait for more such signs especially foreign players’ bids for 3G spectrum – we believe that a quick consolidation would be positive for incumbents
Opportunities:
The telecommunications market, even though highly saturated in some regions offers great potential due to the ageing population and the sophistication of the consumers. It offers great opportunities through a careful market segmentation and exploitation of particular profitable segments. Different strategies should be pursued –simple phones and simplified pricing plans to the ageing population and more updated, sophisticated solutions for younger generations. The expanding Boundaries of the market could provide further opportunities by allowing Uninor to enter more aggressively into service and to better enjoy the benefits of its high investment.
Threats:-
Competitor like Airtel, Reliance, Vodafone, BSNL/MTNL etc.
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Extensive government regulations through TRAI as regards introduction of new services.
Bloodbath in market due to price war.
PROJECT-STUDY OF PROMOTIONAL ACTIVITIES OF UNINOR
Promotion
Slogan- ‘Ab mera number hai’ Brand Ambassador- Young, Energetic, Ambitious youth Creative strategy- Informational with Positive appeal ‘Pride’ Advertising in Hindi, Kannada,Marathi, English and many more Indian
Regional languages. The series of television ads (by creative agency Leo Burnett) show
‘young people in real-life situations’ rather than models or celebrities. The company has around 2 lakh retail points across the country,
including rural areas, apart from 50 company-owned stores.
Innovational promotion in small towns
Institutional Promotion
For brand empowerment, it is working an online initiative with social media.
Brand Philosophy- Empower People.
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Media Mix Print and Broadcast ads Motion Pictures Brochure and booklets Posters Billboards POP displays Logos
Branding
The American Marketing Association defines a brand as follows:
A brand is a name, term, sign, symbol, or design, or a combination of them, intended to
identify the goods or services of one seller or group of sellers and to differentiate them from
those of competitors.
BRAND NAME: A brand is defined as ‘name, term, symbol, or a combination of them. The UNINOR has built its brand name strongly in the market. The name of brand UNINOR is come from the two companies UNITECH INDIA and TELENOR NORWAY.
THE PACKAGE AND LABEL: The packaging is another important part of the total product personality and UNINOR has given huge importance to the packaging and labeling. It designs its packaging eco friendly and label it in well organized manner for the safety of SIM card.
Pricing
Pricing is only element in marketing mix of a firm that generates revenue. All else generate only cost. But the new companies who entered into market normally charges low price for its product to catch customer attention
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24×7 BADALTA DISCOUNT PLAN – A UNIQUE PLAN
The success of any organization depends on mainly two important frameworks, one is innovation and other is marketing. 24×7 Badalta discount plan has also a unique proposal of uninor in the field of telecom.
According to the name this plan, works for twenty-four hours with different discount rate. So it’s important to understand how it works.
If a customer insert a SIM card of uninor in his cell phone, and he get first recharge with worth of Rs.48 or Rs.26, this plan automatically activate. In customer cell phone, in mobile inflow display he can always observe that he is getting certain discount on his call based on the how congestion in the network. Simply if in network there is less congestion, he will get more discounts on his call rate but, if congestion is heavy means in peak period he will receive less discount. But, it is sure that he will get certain discount in any circumstances; that will vary from 5% to 60% based on the place and time. Hence this discount rate vary from place to place, time to time.
Pricing Strategy of Uninor:-
Cost of pack Rs. 48 , Rs26
Validity 365 Days
Talk time Rs. 10
Local Call (Uninor to Uninor & Others) 50 p/min 60p/min (5% to 60% discount)
STD 50 p / min 60p/min
ISD (USA, Canada, South East Asia, 6.4Rs/min
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Bangladesh, Sri Lanka, Pakistan, Gulf, fixed for Australia, New Zealand & UK)
Africa, Rest of SE Asia, Rest of SAARC, Mobile phones for Australia, New Zealand & UK
Rest of Africa, Rest of Europe
Rest of world (excluding special countries & inmarsat calls)
14Rs/min
15Rs/min
55Rs/min
SMS Local & National 25p/ SMS
MMS Rs.5/- per event
Place
Place is another important thing in 4p’s of marketing. In place, the channel of distribution of the company is most important. Place contains various things like :
Channel design Intermediaries Location of outlets Dealers Retailers
Place has important place in 4p’s of marketing and proper placing is required for the success in business.
UNINORS PRDUCT PLACING STRATEGY:-
Uninor has basically follow the given channel for placing the product into the market, means the customer is playing the last part for purchasing the SIM card out of three part.
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OTHER CHANNEL OF DISTRIBUTION
Company own outlets
Company camps in various areas
PRODUCT DIFFERENTIATION
A product is not a mere object; it is not a mere assembling of matter. It means something more than a physical commodity. Product may be tangible or non tangible. There are two type of organization one who manufacture the product and one who provide services to customers. Manufacturing organization. (e.g.: TATA), Service organization. (Eg: UNINOR)
Uninor is a service organization which provides telecom services to the customers. Its main product is the SIM card and providing services. Prepaid CDMA and GSM mobile services in 13 circles out of 22 circles in India.
THE PRODUCT PERSONALITY OF UNINOR:
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CORE: - The core components of UNINOR is its total personality and these are Positioning as youth brand through aggressive advertisement by using fresh and energetic youth faces.
Uninor as a brand is much more than a name and a logo. It stands for a set of ideas and a way of doing business and, most importantly, a philosophy that puts people first. 24x7 badalta discount plan a new concept introduced in telecom market. Brand name
Low cost calling
ASSOCITED FEATURES: - Associated features of UNINOR are its unique features which is associated with the brand UNINOR these are:
Its 32k storage capacity in SIM card
Low calling rate
Giving discount 5% to 60% on local call
Giving full talk time on every recharge card
Cheaper SMS pack
Low roaming charges
Excellent network coverage
Company Introduction
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History
The company Unitech Wireless was until 2009 a subsidiary of Unitech Group, holding a wireless services licence for all 22 Indian telecom circles since 2008. In early 2009, Unitech Group and Telenor agreed on a majority take-over by Telenor of Unitech's wireless business, including Unitech Wireless' national-wide mobile licence. By March, May and November, Telenor
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acquired a 33%, 49% and 60% stake in Unitech Wireless, respectively. In September, the mobile operation changed its name to Uninor. On October 19 the Indian Cabinet Committee of Economic Affairs (CCEA) announced that it has approved Telenor's acquisition of up to 74% in Unitech Wireless, and the shareholder's agreement sets a 67.25% Telenor ownership in Uninor
Share of Teleno Group and Unitech Wireless India (p) Ltd can be shown by graphically as-
Companies % of Share
Telenor Group 67.25
Unitech Wireless (p) Ltd 32.75
SNAPSHOT ABOUT THE COMPANY PROFILE:
Name of Company: Uninor Telecom
Status: A world class GSM service provider
Joint Venture: Telenor (Norway) & Unitech Wireless (p) Ltd (India)
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Telenor: World’s 6th largest telecom company (Presence in 14 countries)
Unitech Wireless: A constituent of India’s 2nd largest real estate firm Unitech
Market share of Telenor: 67.25%
Market share of Unitech Wireless: 32.75%
In India: Rollout license for 21 circles out of 22 telecom circles
Current status: Launched in 13 circles including Maharashtra
Experience in Telecom Sector: More than150 years
Total Number of Mobile Subscription: 174 million
Number of Employee: 40,000 employees across the globe
Punch Line: ab mera number hai
Vision: “We exist to help you get the full benefits of communications services in our daily lives. We are here to help”.
Introduction:
Joint venture between Telenor (67.25%) and Unitech group (32.75%)
Started mobile services in India in 2009 focusing on the GSM technology.
India’s 8th nation wide mobile operator operating in 8 out of 22 telecom circles in the country.
Now it is launching in Maharashtra, Goa and Gujarat.
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Hub head offices in Delhi, Kochhi, Chennai, Banglore, Hyderabad, Kolkata, Patna, Mumbai, Lucknow, Guwahati, Chandigarh and Indore.
Mission:-
Maximize the enabling effect of mobile telecommunications.
Promote safer products and services.
Make responsible business practices part of everything they do.
Vision:-
Uninor vision is simple, yet powerful. Uninor exist to help customer get the full benefit of communications services in people daily lives. Uninor is here to help.
Patent Companies
Telenor
Founded in 1855, Telenor is the largest company in Norway, with Headquarters located at Fornebu, close to Oslo.
An International wireless carrier with operations in Scandinavia, Eastern Europe and Asia.
The 6th largest mobile phone operator in the world, with more than 172 million subscribers.
Unitech
Unitech Group is India’s second largest real estate investment company and has recently claimed to be the largest real estate builder in the country.
Based in New Delhi and ranks 1484 in Forbes Global 2000 companies, 32nd in India.
Its construction business includes highways, roads, powerhouses, transmission lines, and it has residential projects called
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Unitech Cities, UniWorld, in cities like Mumbai, Delhi, Kolkata, Hyderabad, Bangalore, Kochi, Noida, Greater Noida, Agra, Luckhnow, Varanasi, Gurgaon and Ghaziabad.
Formed by Ramesh Chandra and originally formed as United TechnicalConsultant Private Ltd in 1972 as a soil investigation Company
Infrastructure
Tower Sharing-Wireless-TT Info Service Ltd, Quippo Telecom Infrastructure Ltd. Telecom, network and radio services- Alcatel, Lucent, Huawei Technologies India,
Nokia Siemens Networks and Ericsson. IT services and Infrastructure- Wipro Technologies
Network management- Huawei, Ericsson and ZTE
Analysis and Interpretation Data
Q1) Which mobile service provider are you using?
Purpose: - The main purpose of this question is to know about which service provider are being more used by youth.
Which service provider are you using
Frequency Percent Valid percent
Cumulative
Percent
Valid Airtel 26 26.0 26.0 26.0
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Aircel
Reliance
Vodafone
Idea
Tata Indicom
Docomo
BSNL/MTNL
More than one
TOTAL
4
19
17
14
5
3
2
10
100
4.0
19.0
17.0
14.0
5.0
3.0
2.0
10.0
100.0
4.0
19.0
17.0
14.0
5.0
3.0
2.0
10.0
100.0
30.0
49.0
66.0
80.0
85.0
88.0
90.0
100
Major respondents are enjoying their services given by the service provider. Most user youth are using Airtel that is 26% after that Reliance That is 19% after that Vodafone 17%,Idea 14%,Tata Indicom 5%,Aircel 4% ,Docomo 3%,BSNL/MTNL 2% and some youth using more than one that is 10%.
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Q.2) Which type of services are you using?
Purpose: - The purpose behind this question is to know which services do the customer use, Pre-Paid or Post-Paid.
Frequency Percent Valid percent
Cumulative
Percent
Valid Prepaid
Postpaid TOTAL
94
6
100
94.0
6.0
100.0
94.0
6.0
100.0
94.0
100.0
94% of the respondents use pre-paid services while only 6% of the respondents use post-paid services.
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Q.3) What do you think before taking new connection?Purpose:- Purpose of this question is to know about what exactly they think before taking the connection.
Frequency Percent Valid percent
Cumulative
Percent
Valid Rental
Brand Value
Network Coverage
All of these
TOTAL
4
6
34
56
100
4.0
6.0
34.0
56.0
100.0
4.0
6.0
34.0
56.0
100.0
4.0
10.0
44.0
100.0
Before taking new connection 56% of youth think about all of these factor like Rental, Brand value,Network Coverage 34% , Rental 4%, Brand Value 6%. Mean that netwrok coverage is the most important factor.
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Q.4) How long have you been using your prepaid/postpaid connectioon?
Purpose:-purpose of this question is to know regarding the time.
Frequency Percent Valid percent
Cumulative
Percent
Valid Less than one month
1 month to 6 month
6 month to 1 year
More than 1year
TOTAL
2
16
41
41
100
2.0
16.0
41.0
41.0
100.0
2.0
16.0
41.0
41.0
100.0
2.0
18.0
59.0
100.0
41% of the respondents use services from past more than 1 year while the lowest is 2% respondents using services less than 1 month.
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Q.5) which source did you know about these service providers?
Purpose: - The purpose behind this question is to know from which source the respondents Know about service provider.
Frequency Percent Valid percent
Cumulative
Percent
Valid Advertisement
Hoardings
Newspaper
Mouth publicity
TOTAL
43
6
10
41
100
43.0
6.0
10.0
41.0
100.0
43.0
6.0
10.0
41.0
100.0
43.0
49.0
59.0
100.0
Interpretation:- 43% of respondent are aware about service through advertisement,41% is aware by mouth publicity,by news paper 10% and by hoardings only 6%.That means Advertisement is more important than other .
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Q.6) How much of rupees do You recharge in a month?
Purpose:- the purpose of this question is to know regarding frequency of recharge that means how of rupees they spend in a month
Frequency Percent Valid percent
Cumulative
Percent
Valid Less than Rs 100
Rs 100 to Rs 300
Rs 300 to Rs 500
More than Rs 500
TOTAL
18
40
19
23
100
18.0
40.0
19.0
s23.0
100.0
18.0
40.0
19.0
23.0
100.0
18.0
58.0
77.0
100.0
40% of youth their frequency of recharge is Rs 100 to Rs 300,then 23% of youth their frequeny of recharge is more than 500,less than 100 are 18% and 19% are 300 to 500.
Q.7) Which service are more useful for you?
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Purpose:- The purpose behind this question is to know which services are more helpful to therespondent while using it.
Frequency Percent Valid percent
Cumulative
Percent
Valid Call rates
Network
SMS Rates
Value Added Services
TOTAL
44
44
6
6
100
44.0
44.0
6.0
6.0
100.0
44.0
44.0
6.0
6.0
100.0
44.0
88.0
94.0
100.0
44% of respondent they think that call rate is more usefull for them,44% respondents think that network is more usefull,6% of respondents think that SMS is important and 6% of respondents they think that VAS is more usefull.
Q.8) Do you call at customer care?
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Purpose:- Customer care facility one of the important factor for a service provider and purpose of this question is to know about how many customer are using this facility.
Frequency Percent Valid percent
Cumulative
Percent
Valid Yes
No
TOTAL
82
18
100
82.0
18.0
100.0
82.0
18.0
100.0
82.0
100.0
82% respondents are using this facility and 18% are not.
Q.9) For what reason you call at customer care?
Purpose:- The main purpose of this question is to know the reason of the respondentsregarding calling at customer care.
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Frequency Percent Valid percent Cumulative percent
Valid Complaining
Other queries
Value added services
Information regarding new services
TOTAL
31
29
21
17
98
31.0
29.0
21.0
17.0
98.0
31.0
29.0
21.0
17.0
98.0
31.0
60.0
81.0
98.0
31% of respondents call at customer care for complainig purpose,29% call at customer care for other queries,21% call for value added services and 17% call forinformation regarding new services.
Q.10) Rate the following on the basis of your satisfaction.
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Purpose:- To know regarding from which service customer satisfied and which service they are not satisfied.
Services Excellent Very Good Fairly Good Average Poor
Network 38 35 17 7 3
SMS Rates 7 25 41 24 3
New schemes 9 18 30 33 10
and offersCustomer Care 10 36 29 19 6
Recharge 12 32 37 14 5
OutletsCall Rates 6 24 47 19 4
Value Added 12 24 35 21 8
Services
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Network :-
Here major respondents are satisfy with the network coverage. 38% of the respondents are rate their service provider’s network excellent, 35% rate it very good, 17% rate it farely good while 7% and 3% rate it average and poor.
SMS Rates :-
Here major respondents are not much satisfied with the SMS rates of their service provider as major respondents are youngsters. 7% of respondents rate it excellent, 25% rate it very good, 41% rate it fairly good, 24% rate it average, 3% rate it poor.
New Schemes and Offers :-
Here major respondents are not much satisfied with new schemes and offers of their service provider. 33% respondents rate new schemes and offers as average, 30% respondents rate it as fairly good, 18% rate it as very good while 10% and 9% rate it as poor andexcellent respectively.
Customer Care :- Customer care service of their service provider is better compared to some of the other services. 36% respondents rate it as very good, 39% rate it as fairly good,19% rate it as average, and 6% and 10% rate it as poor and excellent respectively.
Recharge Outlets :- Recharge outlets of service provider are majorly rated on fairly good and very good basis. 37% of the respondents rate it as fairly good, 32% rate it as very good, 14% rate it as average, 12% rate it excellent and 5% respondents rate it as poor.
Call Rates:-
Major percentages of respondents are not happy with the call rates of their service provider. 47% of respondents rate call rates of their service provider as fairly good, 24% rate it as very
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good, 19% rate it as average while 4% and 6% respondent rate it as poor and excellent respectively.
Value Added Services:-
Value added services of service provider are quite feasible as compared to some of the other services. 35% respondents rate it as fairly good, 24% rate it as very good, 21% rate it as average while 12% and 8% rate it as excellent and poor respectively.
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FINDINGS
Through this project analysis we found some real corporate practices and find out some majors which can help a company in making his market strategy that will certainly lead to his expansion of market share. These findings are….
Highest number of users in youth segment covered by Airtel with the percentage of 33.43.
Distribution of free SIM card can affect a company comprehensively in increasing the base of Customers.
The monthly expense of most of the youth below Rs. 500 indicates their purchasing capacity.
Most of the youth brand loyal and they do not thinking to switch to another one.
If a company enters in telecom market with a comprehensive planning and clear strategy, company will be in a better position in near future in spite of hard competition.
Costumers are not much loyal about their service provider they always looking for better facility, service, schemes etc. If any new one come with the above facility customers can go for that.
Customers give much emphasis on the network facility and availability of recharge coupons rather than cheaper call rate, tariff schemes and other facility given by the company.
We find that, in spite of decreasing call rate and SMS charges, people still want cheaper call rate.
Some class of customers like youth segment gives more preference to higher technology like GPRS facility, video calling, Broadband facility etc.
Some class of customers want that the plans and schemes of telecom companies should not be ambiguous. It should be clear and easily understandable and plans should not be comprise any hidden charges.
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SUGGESTIONS
Suggestions for new service provider which is coming in market:-
1) The New service provider should try to change the perception of the customer towards its services and brand name.
2) New service provider should try to create its distinct brand image.
3) Although the satisfaction level of old service provider is high but still youth customer are expecting better service in cheaper rate.
4) New service provider should focus to make the customer loyalty.
5)Network coverage should be strong.
6)Local call rate shoud be low.
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Conclusion
The result of the research is that “Market strategy for youth should be different”.
Because after seen all parameter like:-
Most of youth using Airtel because of “Airtel offering friend circle scheme for local call”.
Most of youth using Reliance because of “Reliance offering Reliance to Reliance STD call free”.
Most of youth using Vodafone because of “Vodafone offering best service in cheaper rate.”
Most of youth using prepaid connection because of in prepaid service provider offer new scheme.
Before taking a new connection they think about all factors like network coverage, call rate, SMS rate etc.
Most of youth are using their connection from 6 month.
Advertisement can change youth’s perception regarding new scheme.
Most of youth accept that Reliance has poor network and Airtel has best network coverage.
Vodafone has best customer care services and Value added services.
According to our research most of youth’s recharge frequency is 100 rupees to 300 rupees.
Most of youth accept that Call rate and Network is more important for them.
Most of youth accept that they can switch to other service provider if they provide better service in cheaper price.
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BIBLIOGRAPHY
Books:- Marketing Management – Philip Kotler, Kevin Lane Keller.
Journals:- Indian general of Marketing Research Harvard business review
Websites:-
www.iimcal.ac.in/community/consclub/reports/ telecom .pdf
http://en.wikipedia.org/wiki/uninor
http://www.icmrindia.org/business%20Updates/micro %20casestudies/Marketing/MCMK0039.htm
http://www.icmrindia.org/casestudies/catalogue/marketing/ Rebranding%20of%20Hutch%20to%20Vodafone%20Marketing %20Case%20Studies.htm
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ANNEXURE
QUESTIONNAIRE:-
CUSTOMER NAME :-
AGE :-
1) Which mobile services do you using?[multiple choice]
a. Airtel [ ] b. Aircel [ ] c. Vodafone [ ]
d. Idea [ ] e. Reliance [ ] f. BSNL/MTNL [ ]
g. Docomo [ ] h. Tata Indicom [ ] i. More than one [ ]
2) Which type of Service are using?
a. Prepaid [ ] b. Postpaid [ ]
3) What do you think before taking new connection?
a. Rental [ ] b. Brand value [ ]
c. Network coverage [ ] d. All of these [ ]
4) How long have you been using your prepaid/postpaid connection?
a. Less than one month [ ] b. 1 month to 6 month [ ]
c. 6 month to 1 year [ ] d. More than 1 year [ ]
5) From which source did you know about that service?
a. Advertisement [ ] b. Hoardings [ ]
c. Newspapers [ ] d. Mouth Publicity [ ]
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6) How much of rupees do you recharge in a month?
a. Less than 100 [ ] b.100 TO 300 [ ]
b. 300 TO 500 [ ] c.More than 500 [ ]
7) Which services are more useful for you? (Multiple-Choices)
a. Call [ ] b.Network [ ]
c. SMS [ ] d.Value Added Services [ ]
8) Do you call at customer care?
a. Yes [ ] b.No [ ]
If yes how often you call at customer care?
a. Daily [ ] b. Once a week [ ]
c. Once a month [ ] d. occasionally [ ]
9) For what reason you call at customer care?
a. Value added services [ ] b. Information regarding new services [ ]
c. Complaining [ ] d. Other queries [ ]
10) Choose the following on the basis of your satisfaction.
Services Excellent Very Good Fairly Good Average Poor
Network
SMS Rates
New Schemes and Offers
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Customer care
Recharge Outlets
Call Rates
Value Added Services
35
36
