SUMMER TRAINING PROJECT REPORT ON

CUSTOMER SATISFACTION

OBJECTIVES

To understand work culture and learn as much as I can. To understand the current concept of customer satisfaction. To understand the policies and learn how its being implemented. To find out the areas where we can improve. To make strategy towards betterment of the current procedure.

COMPANY PROFILE

The telecom network in India is the fifth largest network in the world meeting up with global standards. Presently, the Indian telecom industry is currently slated to an estimated contribution of nearly 1% to Indias GDP. Vodafone is another emerging GSM provider in India with coverage in Kerala, Mumbai, Delhi, Kolkata, Chennai, Gujarat, Andhra Pradesh, Karnataka and Punjab with a total subscriber base of 27 million.

ANALYSIS
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. 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.

Customer satisfaction PROCESS

PROBLEM IDENTIFICATION RESEARCH DESIGN DATA COLLECTION DATA ANALYSIS AND INTERPRETATION RESEARCH REPORT AND PRESENTATION

SMS Rates:

Network:

New Schemes and Offers:

OBSERVATIONS

93% of the respondents are have a mobile phone while 7% of the respondents do not have a mobile phone. 100% of the respondents are aware about telecommunications services. 16% of the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2% respondents use Reliance, BSNL and Tata Indicom respectively. 100% of respondents are aware about Vodafone Services. 36% of the respondents are aware about Vodafone through Advertisements, 29% are aware because of Hoardings while 20% and 15% of the respondents are aware because of Newspapers and Mouth Publicity respectively.

39% of the respondents use Vodafone services from past more than 1 year while the lowest is 14% respondents using Vodafone services less than 1 month. 84% of the respondents use pre-paid services while only 16% of the respondents use post-paid services. 37% of the respondents use Vodafone for SMS services while only 14% of the respondents use Vodafone for Value Added Services.

RECOMMENDATIONS

Vodafone should decrease call rates for local users. Vodafone should provide more offers to Post-Paid customers so that the number of Post-Paid customers increase. Vodafone should bring introduce some new SMS schemes for the youngsters. Vodafone should introduce more schemes and offers. Vodafone should provide more schemes and offers to its old customers. Vodafone should decrease call rates of STD and ISD.

CONCLUSION

From the above analysis the researcher concludes that major respondents are dissatisfied with some of the major services like call rates, SMS rates and new schemes & offers. Major respondents from all respondents use services of Vodafone. Major customers of Vodafone are old customers so many of the respondents are satisfied with the services of Vodafone and thus they would like to recommend Vodafone to others. Major respondents using Vodafone use pre-paid services compared to post-paid services.