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Executive summary
This project is based on telecom sector as the telecom sector is growing at a
very good pace. The telecom company which i have selected for my project isVodafone. The reason behind selecting Vodafone is its various schemes in
product & service category & also its future policies where the company is
coming out with lots of new & affordable schemes for its customers. Vodafone
is a UK based company & has various branches all over the world. The
company was started in the mid 70s & since then it has never looked back.
The products & services offered by Vodafone are of a very high quality & also
at an affordable rate. They have various plans for various customers
depending on the status of the customers.
Vodafone has various product categories ranging from chargers, internet,
mobile phones, headsets & headphones & many more. In the service
category it has internet services which include broadband internet & pc
internet services.
Apart from the products & services normally offered they also came out with
some interesting & unique product like the Iphone. This was one of the
biggest events in the history of Indian telecom industry. The phones were
available at around 32000-36000 Rs which has a unique feature called as 3g
system.
Vodafone also came out with cell phones for the poor which were a part of
their social responsibility toward the poor class people of the society. The
phones were available in the range of 1000 Rs -1500 Rs which was one of the
successful strategies of Vodafone.
According to the 2002-2008 data Vodafone captures the market with 17.56 %
& is at the 3rd position just after Bharti with 24.69% & reliance with 17.68%.
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Vodafone also came out with one of best and most attractive advertisement
which no one has ever seen before called as Vodafone zoo-zoos. This
advertisement was a part of Vodafones marketing strategy to boost its sales
during the IPl 2 season.
This was one of the master moves by Vodafone to introduce zoo-zoo during
the ipl 2 seasons which was a super-hit.
Vodafone is planning to come with its own accessories stores which would be
a one-time shop for its customers wherein the customers will get all the
products under one roof. Vodafones future plan is to become no.1 telecom
company by the year 2010-2011 which does not seems to be very difficult
keeping in mind the progress it has made in the last 5 years.
Vodafone has added around 5 million subscribers in the year 2008-2009
which makes it the 3rd largest telecom company in the world. Vodafone has
joined hands with one of the world largest & the best car racing company F1
MClaren Mercedes to host the 2 day event. This is the part of the promotion
strategy of Vodafone to become the world wide leader in telecom industry.
Vodafone is also the official sponsor of the England cricket team for the power
test series.
It has also shaken hands with the most popular football tournament UEFA
champions league football which is a part of the promotional strategy of
Vodafone.
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TABLE OF CONTENTS
Sr .No . CONTENTS PAGE
No.
1 . Executive summary
2. ABBREVIATIONS
3. LIST OF TABLE
4. LIST OF FIGURES
6. Chapter 2
TELECOMMUNICATION IN INDIA
2.1 Meaning of Telecommunication
2.2 History of Telecommunication
2.3 Most popular Telecom companies in India
7. CHAPTER 3
COMPANY PROFILE
3.1 Important and Interesting facts about Vodafone
3.2 History of Vodafone
3.3 Management of Vodafone
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8. Chapter 4
Products & services offered by Vodafone:
4.1 Products Category
4.2 Services
4.3 Key Features
4.4 Internets
4.5 Pricing Strategies
4.6 Facts about Zoo Zoos
4.7 Sponsors
9. CHAPTER 5
Customer Relationship Management
5.1 Vodafone launches phone for poor
5.2 Introduction of I phone one of the biggest
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event in the history of Indian telecom
5.3 Vodafone ties up with BEST and Railways
5.4 Future of Vodafone
5.5 Vodafone completes Hutch acquisition
10 CHAPTER 6
DATA ANALYSIS AND INTERPRETATION
11 . Chapter 7
Findings, Awards & Conclusion
12 . Bibliography:
13 . ANNEXURE
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ABBREVIATIONS
WAP Wireless Application Protocol.
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IVRS Interactive Voice Response System
GPRS General Packet Radio Service
SMS Short Message Service
GSM Global Systems Mobile
USSD Unstructured Supplementary Services Data
NAS Network Attached Storage
SQM Service Quality Model
TICSS The International Customer Service Standard
TICSI The International Customer Service Institute
LIST OF TABLE
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Table No. Name Page No.
6.1 Reasons why customers have chosenVodafone
6.2 Monthly expenditure of Vodafone customerson mobile phones
6.3 Problems faced by customers
6.4 Time taken for solving the customerproblems
6.5Customers expectations from Vodafone
LIST OF FIGURES
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FigureNo.
Name Page No.
4.5 Marker share of operators in India
4.6 Vodafone toplist the category
4.7 Facts about Vodafone Zoo Zoos
4.8 Efforts taken to boost the sales by Vodafone ( theZoo Zoo series)
5.1 Introduction of I Phone
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CHAPTER 1
INTRODUCTION
1.1 Meaning of Customer Satisfaction
1.2 Total Customer Satisfaction
1.3 Measuring Customer Satisfaction
1.4 Improving Customer Satisfaction
1.5 Objective of the study
1.6 Research Methodology
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1.1 MEANING OF CUSTOMER SATISFACTION
Customer satisfaction, a business term, is a measure of how products and
services supplied by a company meet or surpass customer expectation. It is
seen as a key performance indicator within business and is part of the four
perspectives of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits
of customer satisfaction for firms.
1.2 TOTAL CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers
performance in relationship to the buyers expectations, and whether the
buyer interprets any deviations between the two. In general, satisfaction is a
persons feelings of pleasure or disappointment that result from comparing aproducts perceived performance (or outcome) to their expectations. If the
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performance falls short of expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the
performance exceeds expectations, the customer is highly satisfied or
delighted. Customer assessments of product performance depend on many
factors, especially the type of loyalty relationship the customer has with the
brand. Consumers often from more favorable perceptions of a product with a
brand they already feel positive.
Although the customer-centered firm seeks to create high customer
satisfaction, that is not its ultimate goal. If the company increases customer
satisfaction by lowering its price or increasing its services, the result may be
lower profits. The company might be able to increase its profitability by means
other than increased satisfaction (e.g., by improving manufacturing processes
or investing more in R&D). Also, the company has many stakeholders,
including employees, dealers, suppliers, and stockholders. Spending more to
increase customer satisfaction might divert funds from increasing the
satisfaction of other partners. Ultimately, the company must operate on the
philosophy that it is trying to deliver a high level of customer satisfaction
subject to delivering acceptable levels of satisfaction to the other
stakeholders, given its total resources.
How do buyers from their expectations result from past buying experience;
friends and associates advice; and marketers and competitors information
and promises? If marketers raise expectations too high, the buyer is likely to
be disappointed however, if the company sets expectations too low, it wont
attract enough buyers (although it will satisfy those who do buy). Some of
todays most successful companies are raising expectations and delivering
performances to match. Korean automaker KIA found success in the United
States by launching low-cost, high-quality cars with enough reliability so that it
could offer 10-year warranties.
A customers decision to be loyal or to defect is the sum of many small
encounters with the company. Many companies now strive to create a
branded customer experience.
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1.3 MEASURING CUSTOMER SATISFACTION
Organizations are increasingly interested in retaining existing customers while
targeting non-customers; measuring customer satisfaction provides an
indication of how successful the organization is at providing products and/or
services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have
and other products against which the customer can compare the
organization's products.
Because satisfaction is basically a psychological state, care should be taken
in the effort of quantitative measurement, although a large quantity of
research in this area has recently been developed. Work done by Berry (Bart
Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which
influence satisfaction behavior, further expanded by Berry in 2002 and known
as the ten domains of satisfaction. These ten domains of satisfaction include:
Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the
Customer and Innovation. These factors are emphasized for continuousimprovement and organizational change measurement and are most often
utilized to develop the architecture for satisfaction measurement as an
integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard
L) between 1985 and 1988 provides the basis for the measurement of
customer satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance.
This provides the measurer with a satisfaction "gap" which is objective and
quantitative in nature. Work done by Cronin and Taylor propose the
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"confirmation/disconfirmation" theory of combining the "gap" described by
Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction
equals perception of performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of
statements using a Likert Technique or scale. The customer is asked to
evaluate each statement and in term of their perception and expectation of
performance of the organization being measured.
1.4 IMPROVING CUSTOMER SATISFACTION
Published standards exist to help organizations develop their current levels of
customer satisfaction. The International Customer Service Institute (TICSI)
has released The International Customer Service Standard (TICSS). TICSS
enables organizations to focus their attention on delivering excellence in the
management of customer service, whilst at the same time providing
recognition of success through a 3rd Party registration scheme. TICSS
focuses an organizations attention on delivering increased customer
satisfaction by helping the organization through a Service Quality Model.
1.5 OBJECTIVE OF THE STUDY
Customer is the king of the market in this competitive world. The success of
any company depends upon the satisfaction of its customer. Especially in the
service industry Due to the unique features of the service it is very difficult to
measure the satisfaction and benefits derived from the service by the
customer. Hence I have decided to undertake this topic Vodafone customer
satisfaction.
Hence the primary objectives of the study are as follows.
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1. To find out the extent of customer satisfaction of Vodafonel mobile
subscriber.
2. To find out the difficulties they are facing while using the service.
3. To give suggestion and recommendation to Vodafone.
4. To understand the customers perception and expectation regarding
the service they use.
5. To get knowledge about the Mobile Telephony in India.
1.6 RESEARCH METHODOLOGY
Research interests of social investigators are virtually unlimited. Any social
setting is a potential target for scientific examination despite the diversity of
potential social topics or situations investigated, most contemporary social
scientific research is characterized by same type of shady plan. This plan is
conventionally labeled the research design.
Russer Ackoff defines research design as the process of making decisions
before a situations before a situation arises in which the decision has to be
carried out. It is a process of deliberate anticipation directed towards bringing
an unexpected situation under control.
The Research has been based on the collection and analysis of primary data,
secondary data & Data Analysis.
Primary Data
I have used the primary data to study on the topic. A well structured
questionnaire was formed and the Vodafone customers are selected on the
basis of convince. The questionnaire has given with the option for each
question to the customer and feedback or the opinion has been taken.
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Interpretation and graphs are drawn on the basis of the feedback and opinion
to make a conclusion and give suggestions.
Secondary data
The data available can also be used to understand the background of the
topic from the various websites, books, newspapers and magazines.
Data Analysis
The data collected was in absolute numbers. The total number of responses
were taken as hundred and accordingly percentages were calculated for each
question. Finally, graphical representation of the same in the form of simplebar diagram was done.
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Chapter 2
TELECOMMUNICATION IN INDIA
2.1 Meaning of Telecommunication
2.2 History of Telecommunication
2.3 Most popular Telecom companies in India
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2.1 Meaning of Telecommunication
Telecommunication the transmissions of signals over a distance for the
purpose of communication. In modern times this process almost always
involves the sending of electro magnetic waves by electronic transmitters but
in earlier years it may have involved the use of smoke signals drums or
semaphore lines.
2.2 History of Telecommunication
The history of telecommunication began with the use of smoke signals &
drums in Africa the America & parts of Asia Smoke signals
In the 1790s the first fixed semaphore systems emerged in eurpoe however it
was not until the 1830s that electrical telecommunication systems started to
appear. This article details the history of telecommunication & the individuals
who helped make telecommunication systems what they are today.
Early telecommunication included smoke signals & drums. Drums were used
in natives like Africa, New Guinea & South America & smoke signals in North
America & China.
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In 1792 a French engineer Claude Chappe built the first visual telegraphy for
semaphore system between Chile & Paris. This was followed by a line from
Strasburg to Caris.
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2.3Some of the most popular Telecom companies in India:
Airce l
Popular provider in Tamil nadu
Bangalore telecom
Bangalore telecom system is a communications window to the rest of the
world. Offer a wide range of telecom services from basic telephone service to
high speed data circuits.
Bhart i enterpr ises
Established in 1985, Bharti has been a pioneering force in the telecom sector
with many firsts and innovations to its credit, ranging from being the first
mobile service in Delhi, first private basic telephone service provider in the
country, first Indian company to provide comprehensive telecom services
outside India.
C om ms ou th
Commsouth was founded in Chennai, in the mid nineties; Commsouth has
grown steadily and established sound positions in the mobile telephony and
telecom management software market.
Cellebrum
Cellebrum is a company of corp. global group with interests in the field of
telecom solutions, office automation and information technology and value
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added services. Asias leading value-added mobile services and solutions
provider on platforms like sms / ivrs / wap / gprs / ussd etc.
Essar group
The Essar group is one of Indias largest corporate houses with interests
spanning the manufacturing and service sectors in both old and new
economies: steel, power, shipping, constructions, oil & gas and
telecommunication.
Id ea C el lu la r
India's leading gsm mobile services operator, idea cellular has licenses to
operate in 11 circles. With a customer base of over 17 million, idea cellular
has operations in Delhi, Maharashtra, Goa, Gujarat, Andhra Pradesh, Madhya
Pradesh, Chattisgarh, Uttaranchal, Haryana, Up-West, H imacha l Pradesh
and Kerala. Idea acquired spice telecom which was operating in Karnataka
and Punjab. Idea cellular footprint currently covers approximately 45% of
Indias population and over 50% of the potential telecom-market. As a leader
in value added services, innovation is central to idea's vas factory. It is the first
cellular company to launch music messaging with 'cellular jockey',
'background tones', 'group talk', a voice portal with 'say idea' and a complete
suite of mobile email services.
In ter net & mo bil e as soc iat ion of I ndi a .
The internet & mobile association of India is a not-for-profit industry body
registered under the societies act, 1896. Its mandate is to expand and
enhance the online and mobile value added services sectors
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Jp mobi le , inc .
Jp Mobile is a solid, well-established company, a true pioneer in the
enterprise mobility market. They are a privately held company with solid
financial backing. They offer sure wave mobility suite, a comprehensive
wireless mobility solution for enterprises, carriers, system integrators and
independent software vendors.
L oo p m ob i le
Loop mobile (Bpl mobile now rebranded as loop mobile), represents growth
with continuity. While we constantly work towards giving our subscribers a
better network, innovative products and a superior mobile telephony
experience, our subscribers can be assured of the same focus and
commitment in providing the best network coverage, billing accuracy, and an
unmatched personalized customer service.
MTNL Delhi
Mtnl was set up on 1st April, 1986 by the government of India to upgrade the
quality of telecom services, expand the telecom network, introduce new
services and to raise revenue for telecom development needs of India.
MTS - Shy am Tel eco m
Sistema shyam teleservices limited is a joint venture company between
sistema of Russia and shyam group of India. Currently they operate in the
states of Rajasthan, Tamilnadu, Kerala, Bihar, West Benga l and Jharkand.
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R el i ance Comm unic atio ns
Reliance Communications has a reliable, high-capacity, integrated (both
wireless and wireline) and convergent (voice, data and video) digital network.
It is capable of delivering a range of services spanning the entire infocomm
(information and communication) value chain, including infrastructure and
services for enterprises as well as individuals, app l i ca t ions, and
consulting.
R el ian ce Inf oco m
The reliance group founded by Dhirubhai H. Ambani (1932-2002) is India's
largest business house
R el ian ce i nfo com m
Reliance infocomm will offer a complete range of telecom services, covering
mobile and fixed line telephony including broadband, national and
international long distance services.
S hyam tele com l im ited
Shyam telecom is pioneer in te lecom indus t ry . It has revolutionized the
industry with development of innovative products. Shyam group commenced
its operations in 1974 to introduce up-to-date telecommunication technology.
S on y E ri cs so n
Sony Ericsson mobile communications offers mobile multimedia consumer
products for people who appreciate the possibilities of powerful technology.
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S pi ce te le co m
Spice telecom the brand name of spice communications limited is presently
operating cellular phone services in the states of Punjab and Karnataka.
Considered as one of the best providers of mobile telephony in India.
T at a I nd ic om
Tata teleservices ltd offers its products and services to customers across
India under the name of "TATA INDICOM". Tata teleservices limited is Indias
leading private basic service operator.
Vide sh Sa ncha r Ni gam L imi ted
VSNL incorporated on April 1, 1986 under the Indian companies act, 1956 to
take over the activities of the erstwhile overseas communication services
(ocs). The company operates a network of earth stations, switches,
submarine cable systems, and value added service nodes to provide a range
of basic and value added services.
Vodafone Essar
Vodafone Essar in India is a subsidiary of Vodafone group plc and
commenced operations in 1994 when its predecessor Hutchison telecom
acquired the cellular license for Mumbai. Vodafone Essar now has operations
in 16 circles covering 86% of Indias mobile customer base, with over 34.1
million customers.
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CHAPTER 3
COMPANY PROFILE
3.1 Important and Interesting facts about Vodafone
3.2 History of Vodafone
3.3 Management of Vodafone
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3.1 Some important & interesting facts about Vodafone:
Vodafone is the third largest company in this country by marke t
cap i ta l i za t ion. This is remarkable because Vodafone is a relatively
new company. Most of the other companies (in the FTSE 100 largest
100 companies in the UK) have been around considerably longer.
Most people in this country instantly recognize the Vodafone logo and
know what the company does. Vodafone supplies cus tomers with
mobile telephone facilities including text, games, music, mobile tv, and
internet se rv i ces. In 2005 Vodafone had around 16 million uk
customers, employed over 11,500 people across call centers, offices
and retail shops.
The nas is less well-known. It is a national charity working with
children, adults, and families affected by au t i sm, and those
professionals who work alongside them. Autism is a complex life long
developmental disability affecting an increasing number of children in
the UK. The te rm autism covers a wide range of behavioral and
communication difficulties. For example people with autism find
everyday social interaction very difficult.
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Their ability to develop friendships is generally limited as is their
capacity to understand other people's emotional expression. People
with autism can often have accompanying learning disabilities but
everyone with the condition shares a difficulty in making sense of theworld.
3.2 History of Vodafone:
Vodafone is the world's leading international mobile communications
company. Currently it has operations in 25 countries across 5 continents and
40 partner networks with over 260 million customers worldwide.
During 1980s
Vodafone made the UK'S first mobile call at a few minutes past midnight on
1st January 1985. Within fifteen years, the network was the largest company in
Europe and the largest of its kind anywhere in the world. By the turn of the
century, almost every second UK citizen had a mobile and a third of them
were connected to Vodafone.
The Vodafone story is one of investment, innovation and award-winning
customer service. Above all, its one of growth and the ability to deliver the
tremendous benefits of mobile communications, not just in the UK but
worldwide.
1982
The racal electronics group wins its bid for the private sector UK
cellular license. It sets up the racal telecoms division and names the
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new network Vodafone to reflect the provision of voice and data
services over mobile phones. Based in Newbury, the company has less
than 50 employees, all in one building.
1985
The Vodafone analogue network is the first cellular network to launch
in the UK, and the first call is made from St Katherines dock in London
to Newbury on 1 January 1985.
1987
Vodafone is recognized as the largest mobile network in the world.
Vodata is created as the voice and data business to develop and
market Vodafone recall, the voicemail service.
Vodapage is launched, providing a paging network that covers 80% of
the population.
1988
Racal telecomm floats on the London and New York stock exchanges.
1989
Paknet is formed as a joint venture between racal telecom and cable &
wireless.
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Vodafone during 1990s:
1991
Racal and Vodafone demerge. And the Vodafone group is listed as an
independent company on the London and New York stock exchanges.
Vodafone and telecom Finland make the worlds first international
roaming call.
Vodafone launches its digital (gsm) mobile phone service the first in
the UK.
1992
Vodafone and telecom Finland sign the world's first international gsm
roaming agreement.
1993
Vodafone group international is formed to acquire licenses and
supervise overseas interests.
Vodafone opens its first high street store.
1994
Vodata is the first network operator in the UK to launch data, fax and
sms services over the digital network.
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Vodafone joins the global star consortium to develop and launch a low
earth orbiting satellite mobile phone service.
1996
Vodafone is the first network operator in the UK to launch a pre-pay
analogue package.
Per second billing on the digital network is introduced, as well as
options to buy bundled minutes and make off-peak local calls to
landlines.
1997
Chris gent succeeds Sir Gerald whent as chief executive officer of
Vodafone group plc.
1999
Vodafone air touch is created as a result of a successful merger
between Vodafone group and air touch communications Inc.
Vodafone has connected five million customers in the UK.
Vodafone during 2000s:
2000
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The acquisition of Mannesmann almost doubles the size of the
Vodafone group making it the largest mobile telecommunications
company and one of the top ten companies, by market capitalization, in
the world.
Vizzavi is launched, a 50/50 joint venture between Vodafone air touch
and vivendinet to deliver a multi-access branded internet portal for
Europe.
Vodafone acquires the largest available 3g license . In parallel with the
development of 3g, Vodafone announces its intention to offer gprs
(general packet radio service) to corporate customers.
The global star satellite communications service is launched. .
2001
Vodafone introduces instant messaging to its networks.
Vodafone makes the worlds first 3g roaming call between Spain and
Japan.
2002
Vodafone trials its global mobile payment system in the UK Italy and
Germany.
Vodafone launches the first commercial European gprs roaming
service.
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The Vodafone group foundation is launched. The group and its
subsidiaries plan to contribute 20 million to community programmes,
guided by the group social investment policy.
Vodafone launches Vodafone live! & mobile office, two new consumer
and business propositions.
Arun sarin is selected to succeed Sir Christopher gent as chief
executive of Vodafone group plc.
2003
Vodafone live! Attracts 1 million customers in its first six months.
Orange, telephonic mobiles, t-mobile, and Vodafone form a new
association to drive interoperable mobile payments.2004
Vodafone live! With 3g is launched in 13 markets.
2005
Vodafone simply is launched, giving customers new, easy-to-use voice
and text services.
Vodafone introduces passport, a new voice roaming price plan.
2006
The numbers of Vodafone live! Customers with 3g reach 10 million.
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3.3 Management of Vodafone
Vodafone announces new chief executive
Vodafone group plc today announces that, after five years in the role, Arun
sarin will be retiring as chief executive at the end of the companys AGM on
29th July 2008. He will be succeeded by deputy chief executive vittorio colao.
Arun sarin became chief executive in July 2003 and over the last five years
has led the company through a period of significant change, both strategic
and organizational. Under his leadership Vodafone has developed and
implemented a new strategy to become a total communications company,
which is already delivering results. As part of its strategy Vodafone has also
expanded into emerging markets including Romania, Czech republic, Turkey,
and most recently, India where Arun sarin led the acquisition of Hutchison
Essar, which is the largest foreign investment made in the country.
In portfolio management, during this time the company also disposed of its
businesses in Japan and Sweden, together with interests in Switzerland and
Belgium. In Europe the new strategy has delivered innovative products,
improved revenue and significant cost reduction.
Organizationally the company has been structured to take advantage of its
significant global footprint by becoming an integrated business with a clear
distinction between global and local activities.
During his time as chief executive the company has also grown its
proportionate customer base from 120 million to more than 260 million
globally and over this period Vodafone has consistently delivered strong
results.
Returns to shareholders over this period have also been very positive with
dividends increasing from 1.69p to 7.51p, an increase of more than 400%. He
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has also built a new senior management team and taken the lead on major
industry issues, including mobile broadband and internet services.
Commenting, Chairman Sir John Bond said:
Arun has done a tremendous job as chief executive. He has led the company
with distinction and navigated Vodafone through a period of rapid change. He
has developed a new strategy for the business and significantly expanded our
footprint in emerging markets. The acquisition in India was very well timed
and executed. The board has a great deal to thank him for and i would like
personally to thank him for all he has done for the business and wish him and
his family all the best for the future. In vittorio colao we have a fine
successor and i am looking forward to working with him in his new role.
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Chapter 4
Products & services offered by Vodafone:
4.1 Products Category
4.2 Services
4.3 Key Features
4.4 Internets
4.5 Pricing Strategies
4.6 Facts about Zoo Zoos
4.7 Sponsors
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4.1 Products category:
1. Chargers:
One can stay connected wherever they are with the nokia travel charger. It's
handy when they are camping, flying or on the go. It's also ideal if one forget
to keep the phone fully charged.
With most nokia phones now packing cameras, organizers and email, this
nifty gadget will come in handy for more than just talking. And because it's
small, one can pack it in the bag and forget about it - until one run out of juice.
2. Connectivity:
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Get a great signal at home - without leaning out of the window - thanks to the
Vodafone access gateway.
The gateway simply plugs into the broadband line, boosting 3g signal right
through home. It's also small, one can hardly notice it.
In Vodafone one - up to four people can use the gateway at once.
Vodafone access gateway works with any 3g phone and also need a home
broadband line, with a minimum speed of 1mbps.
The Vodafone access gateway is also available from just 290 Rs a month with
select pay monthly offers.
3. Headsets & Headphones:
Get a great signal at home - without leaning out of the window - thanks to the
Vodafone access gateway.
The gateway simply plugs into the broadband line, boosting the 3g signal right
through home.
Vodafone access gateway works with any 3g phone and also need a home
broadband line, with a minimum speed of 1mbps.
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The Vodafone access gateway is also available from just 290 a month with
select pay monthly offers.
4. Flex arm Cradle:
Talk in the car - while the hands stay firmly on the wheel. The Vodafone car
cradle is designed for any handset. Just attach the suction cap to thewindscreen, or clip the cradle to your air - vent. No mess. No tools. No hassle.
Once the cradles attached, twisting the bendy arm for the perfect position. It's
as easy as that. Simple and safe, the must-have accessory is, at just 567 Rs,
very affordable too.
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5. Memory cards:
When one need to pack even more into phone, select the scandisk 4 GB
micro SD memory card. It has the same dimensions as the 2 gb card, but lets
carry loads more tunes and photos.
With space for up to 1,000 tracks, there's enough room in this tiny device for
all favorites. One can also store, view or transfer photos and video clips -safely and easily.
Slim, powerful and ultra compatible, the 4 GB micro SD memory card is the
ideal companion for the phone.
4.2 Services:
Vodafones new telecoms management service - simplifying the management
of fixed and mobile telecoms services.
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Vodaf one globa l ente rpr i se -
The division of Vodafone which manages the communications needs of the
largest multinational companies worldwide announces the launch of
Vodafone telecoms management, a new service which combines and
simplifies the management of fixed and mobile telecoms.
Vodafone telecoms management is a fully hosted service designed to remove
the operational complexity of managing the telecoms environment for
multinational businesses.
Underpinned by Vodafones global support and service level agreements, the
service will give multinationals greater visibility and management control over
their telecoms expenditure, as well as improve the quality of service delivered
to employees.
The offering will also deliver a single, online management view of both their
fixed and mobile telecoms services. Vodafone consultants will work with
customers to assess and scope their current telecoms vendors and services,
then develop a management plan aimed to deliver greater efficiency and
reduce costs.
4 .3 Key fea tures :
A single online view of spend across all telecoms providers
Full visibility of telecoms assets such as mobile and fixed devices
Ability to control and manage mobile devices
Capability to secure, lock and remotely wipe mobile devices
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Visibility of telecoms vendor contracts and the current contract status
The online management portal is tailored to each organization to
ensure that it interfaces with their existing company processes. Forexample, the service provides an employee self-service portal,
enabling employees to order new mobile devices and update their
profiles. The process of ordering a device and the type of device that
an employee is allowed to order will be in line with each companys set
approval guidelines, policies and work flows.
In this tough economic environment our customers are urgently
seeking ways to reduce cost and simplify their processes, said nick
Jeffery, director, and Vodafone global enterprise. Very few global
organizations have a complete and accurate view of their fixed and
mobile telecoms landscape. Our telecoms management service has
been developed in direct response to this need.
4.4 Internet:
Mobile broadband:
Mobile broadband via phone
Feel the freedom. Use the internet the way with full access to void services
like skype, and peer to peer services like file sharing.
With mobile broadband via the phone, one can get a whopping 5 gb each
month. Simply one should use the phone as normal and if a 3g phone,
connect it to the laptop to turn the phone into a broadband modem.
Add mobile broadband via phone for 20 a month
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5gb a month ideal for big downloads
Voip and peer to peer services get full access to skype, file sharingand lots more
One plan for everything dont need a separate USB modem device.
Just use phone instead
Home broadband:
Vodafone home broadband gives a high-speed internet access and inclusive
anytime landline calls for just 812 Rs a month.
With no hidden catches, customers say its better value than their previous
home broadband package.
What are the Benefits?
Super fast broadband connection (up to 8mb) with unlimited usage
Inclusive calls to uk landlines any time
25% off calls to UK mobiles
Free UK-based telephone support 24/7
Broadband modem and micro filters included
All for just 812 Rs per month.
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4.5 Pricing strategies:
A: monthly price plans
B: pay as you do plans
C: call charges while going abroad
D: pay monthly call charges
E: business call charges
Market share of mobile operators in India 2002-2008
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Vodafone tops the list in this category
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4.6 Facts about zoo zoos:
On first look, these zoo zoos in Vodafone TV ads may resemble animated
cartoon characters with an alien look or simply a stupid egg-head character
with disproportional white bodies and black dots for eyes and mouth.
But the interesting part is that zoo zoos are not animated characters but are
actually slim women actors from local Mumbai theatres, dressed in white
costumes that are stuffed with foam to portray the characters.
These ads were directed by Prakash Verma and were launched during the on
going ipl 2 series
They are human beings who were made to wear body suits. the design of
the characters is such that one gets fooled in to thinking it is animation
shrugs rao which was indeed the very illusion that had to be created in a
sense it is live animation.
To create large heads they used a material called Perspex which was again
stuffed with foam also they casted only women and children to play the zoo
zoos so that the thin hands and legs made the heads look even bigger.
4.7 Sponsors
Vodafones partnership with mclaren Mercedes series:
As title sponsor and official mobile partner of the Vodafone Mclaren
Mercedes team, Vodafone is raising its association with formula 1 to the
ultimate level and have committed to a long-term agreement, starting in 2007.
The sponsorship demonstrates Vodafones ongoing commitment to the
formula 1 world championship, a sport which continues to deliver massive
global television coverage and which has significant appeal for Vodafonesconsumer and business customers around the world.
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The title sponsorship including the team name Vodafone MClaren Mercedes
and official mobile partner of the team gives Vodafone; dominant title
sponsorship branding on the cars, drivers' and pit crews' overalls and
helmets.
As one enters into this exciting new partnership the associative rights
acquired provide unique opportunities that will continue to raise brand
awareness through the team name and branding. The team partnership
delivers a powerful integrated marketing platform through advertising,
hospitality, mobile content, handset offers and promotions and through
innovative activation will encourage preference and loyalty amongst
Vodafones customers.
Vodafone with UEFA champions league:
Vodafone is in its second season as official partner and official mobile network
of the UEFA champions league, the world's largest annual competition.
Vodafone is delighted to be at the forefront of Europes premier club
competition. After the successes of last season's UEFA champions league
sponsorship and the agreements announced in April to sponsor the UEFA cup
final and UEFA super cup, Vodafone is looking forward to strengthening its
position as a brand passionate about the beautiful game.
The UEFA champions league is the world's greatest club Football
competition. Football is the most popular sport in the world. Huge numbers of
Vodafone customers are passionate about football - and sponsorships help to
convert this passion into business relationship.
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The partnership enables Vodafone to deliver content including video
highlights packages and goal alerts from all UEFA champions league
matches to football fans on the Vodafone live! With 3g consumer service.
Vodafone tie-up with radio channel fever 104:
Vodafone tied up with radio channel fever 104 wherein the channel provides
with cash prizes of up to 1 lakh or more which is another promotion strategy
adopted by Vodafone which was a success.
Vodafone sponsor of England cricket team:
As the sponsorship of the England cricket team comes to a close, an
impressive line up to celebrate the 12th and final year of the partnership.
England will once again embark on the quest for victory in the ultimate test of
any England cricketer as they take on Australia in the power ashes series;
and as a Vodafone customer, can be with the whole way.
Efforts taken to boost sales by Vodafone (the zoo zoo series):
Vodafone s new series of advertisements feature lovable white, large-
headed creatures that have attracted more than 28,500 fans on face book.
They are so cute, they remind me of Casper who was my favorite cartoon.
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But for all those who think the zoo zoos are animated, heres the shocker:
they are real people in costume.
Rajiv rao, executive creative director (south Asia) of Ogilvy & mather, the
agency that handles Vodafone advertisements, said: we wanted to make real
people look as animated as possible.
Bangalore-based nirvana films shot the ads in Cape Town, South Africa, just
in time for ipl. Said prakash Verma, nirvanas owner and director of the zoo
zoo campaign: our actors were small-bodied, thin women covered in layers of
white fabric. Each facial expression was made of rubber and pasted on the
actors.
In about 10 days, o&m completed the campaign shooting two-three films a
day, each selling a product or a service offered by Vodafone . A dozen more
films are expected as the league progresses.
The characters, which look like distant cousins of the Pillsbury dough boy,
were enacted by professional ballet artists in white body suits. What makes
them so endearing is that they are innocent people living in a simple world
unlike ours, who laugh loud when they laugh. And who seem to be in an in-
between world of animation and reality, said Mr. Rajiv rao, executive creative
director, o&m.
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A film shot at 20 frames per second made the zoo zoos movements hurried
and comical. Of the 29 different zoo zoo ads created for the Ipl, there will be a
new one everyday.
CHAPTER 5
Customer Relationship Management
Vodafone launches phone for poor
Introduction of I phone one of the biggest event in the history of Indian
telecom
Vodafone ties up with BEST and Railways
Future of Vodafone
Vodafone completes Hutch acquisition
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5.1 Vodafone launches phones for the poor
From now onwards millions of people all through the world could access
mo bi le ph on es for the first time with the release of Vo da fo ne s fi rs t
u l t ra -cheap own-branded phones. It is said by the company that these
phones are cheap enough for poor people to have. Plus the Vodafone 125
and 225, released recently, are aimed at expanding the availability of
affordable mobile phones in increasing markets.
The mob il e ph on es have been produced for Vo da fo ne by Ch in es e
ma nu fa ct ur e r Zet a Co rp or at ion - the first handsets resulting from an
agreement between the two companies announced in December. They will
come into view first on Vod af on e networks in Egy pt , Ro ma ni a an d
South Af r i ca . The Vodafone 125 and 225 are reported to be consisting
with a similar set of basic features, although the 125 has a monochrome
display whereas the 225s display is colour.
Vodafone is also planning to open access to mobile services for more
people in countries where mobile networks are the most viable and cost-
effective communications service available. The phones are said to be coming
with the price tag of around 1200-2500.
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5.2 Introduction of i phone is 1 of the biggest event in the history of
Indian telecom:
Vodafone is delighted to announce that the iphone 3g will be available in India
from august 22, 2008. It will be available in 8 GB & 16 GB models, priced at
Rs 31,000 and Rs 36,100 respectively.
And this is just the cost of apple hardware - one have to pay extra for da ta
and vo ice p lans .
Now that Vodafone officially announced the p r i ce o f i phone , a local rep.
Shared details about the different tariff plans available for Vodafone
customers ofi phone in Ind ia .
Unlike blackberry, Vodafone offers no "unlimited data" plan for iphone users.
That means if you exhaust your monthly data usage limit, be prepared to shellout an extra Rs 5 per mb of data exchanged.
The monthly rent for iphone will range from Rs 500 to Rs 1000 depending on
your internet requirements. The lower plan will provide us with 50 mb of free
data usage while the upper 1000 plan provides 600 mb of data usage.
The above plans are for customers with a postpaid connection.
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If one wants to go for a prepaid iphone connection, theres a iphone data card
available for a monthly rent of Rs 100 but without any free data usage.
The sms and local / std call charges on iphone will more or less be the same
as existing tariffs offered by Vodafone.
5.3 Vodafones tie-up with B.E.S.T & Railways:
As a part of the customer relationship management Vodafone came out with a
unique plan of providing its customers with utmost ease of paying their bills on
the railway platforms & in the buses. The customers were have to visit the
respective centres of their area to pay the bills which was time consuming &
required some effort. Because of the initiative taken by Vodafone postpaid
customers are very much relaxed that they do not have to visit the respective
centres to make the payment.
5.4 Future of Vodafone:
Vodafone suggests future android phone:
Vodafone have confirmed that their currently looking at developing more
android phones to complement their new htc magic handset, and that some
future android devices could appear without Google.
In an interview with techradar.com, Vodafones Rachel Williams revealed that
whilst the htc magic arise bundled with all the well-known Google services
future android handsets may feature a basic package allowing networks to
integrate their own clients software instead.
Williams also went onto confirm that more Vodafone android phones were
likely in the future, we are looking at other android devices by joining the
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open handset alliance it shows our commitment (to ranging other devices
using androids).
5.5 Vodafone Completes Hutch acquisition:
On day when Indian conglomerate Essar threatened legal action
against hutch-Essar deal Vodafones Ceo Arun sarin met
communications & it minister Dayanidhi Maran & briefed him on the
companys future plans for India.
The British telecom major won the bid to acquire the stake of Hutchison
telecom in Indias fourth largest mobile operator hutch Essar.
Essar sources said the company is considering legal action over the
deal on account of it being ignored in taking key business decisions.
Essar is concerned over Vodafones move to forge ahead with plans
like networks sharing without consulting it first.
This is just the beginning maran told pti about the hutch-Vodafone
deal. Indias telecom growth story is really interesting. Once the tele-
density crosses 25 per cent, the growth curve will become even
steeper.
Maran hoped that the number of mobile users in India which is
currently 150 million would touch 250 million by end of 2007 & 500
million mark in the next 3 years.
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6.1 Reasons why customers has chosen Vodafone
Response Total Low Cost as
Compared to other
Better
Service
Friends
Circle
Brand
Ambassador
Number of
Customers
120 32 72 15 01
INTERPRETATION
Around 16.48% of the customers said that they have chosen Vodafone
because of the available of good network i.e. for the businessman. While on
the other hand 21.52% have said that they have chosen due to introduction of
new schemes and 62% has given the reason of better service.
6.2 Monthly expenditure of Vodafone customers on Mobile Phones.
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Response Total Less than
100Rs
Between 100
250Rs
Between
250
500Rs
Between
500
-1000Rs
More
than
1000Rs
Number
of
customer
s
120 23 37 42 12 06
Source :- Sample Survey
Interpretation
Majority of customers i.e. 30.83% of customer said that they spend between
Rs 100 -250 Rs while 5% of customers spends above 1000 Rs and 10% of
the customers expenditure ranges between 500 1000 Rs and 35% of the
customer expenditure ranges between 250 500 Rs.
6.3 Problems faced by customers while using Vodafone Network
Response Total Network
problem
Excess
Billing
Others
problems
No
problem
Number of
customers
120 60 24 27 9
Source:- Sample survey
Interpretation
Majority of the customers around 60 said that they face the problem of
network while 24 customers face the problems of excess billing and only 9
customers said that they have no problems with the Vodafone Network.
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6.4 Time taken for solving the customer problems
Response Total Same day Between 2 3 days More than 3
days
Number of
customers
120 85 29 6
Source: - Sample Survey
Interpretation
74% of the customers said that their problems are solved on the same day
while 22.32% of the problems are solved in 2 3 days while 3.68% of
problems took more than 3 days.
6.5 Customer Expectations from Vodafone.
Response Total Better
coverage and
voice clarity
Better
customer
care support
Cheapest
call rates
Others
Number of
customers
120 4 20 87 9
Interpretation
Majority of the customers i.e around 3.33% of Vodafone customers expect
better coverage and voice clarity Whereas almost 16.66% of the customers
expect Better customer care support also there are
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Chapter 7
Findings, Awards & Conclusion
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7.1 Findings
From the survey conducted the following findings came into light.
The findings are mentioned below
Majority of customers have chosen Vodafone because of the good
network all over India.
Majority of customers expenditure rangers between Rs. 600 to
800.monthly is used by businessman.
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Majority of customers faces network problem in the remote areas.
Majority of the customers receives an exact serve from the Vodafoneservice center.
The charge offered to the customers is as per the service provided.
Vodafone, the mobile service brand off Vodafone Essar, has emerged
as the most admire mobile service brand online in India.
Vodafone mostly concentrates upon the businessman & college
friends.
Majority of the customers problems is solved on the same day which is
good as per the norms.
7.2 Awards
Zoo zoo ads have won the PETA award (people for ethical treatment
for animals.
Vodafone UK were awarded the Best use of technology award at the
prestigious awards ceremony held in BARCELONA.
Vodafone is the only company that has won the presidents award in
the TPAFs (Training & productivity Authority of FIJI).
Vodafone wins grand prix & advertiser of the year award at creatives
club festivals.
Vodafone global enterprise won the Best service award at the global
mobile awards in BARCELONA.
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Www.Vodafone.co.uk
Www .business-standard.com
www.wikipedia.com
i newspapers:
Business standard
ANNEXURE
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QUESTIONNAIRE FOR CUSTOMER
NAME: . MOBILE NO.: .
ADDRESS: .