Chouksey Engineering College

Lal Khadan Bilaspur (C.G)

“Summer Training Report

on
Market Survey for airtel landline
and broadband services
 To Know growth pattern of Airtel
landline & Broad Band
 Analyze Customer Satisfaction
 To Know Problem Regarding Billing

Network
 Response of Respondent Regarding

New Connection
 Preference regarding various plan
 Market share of telecom companies.
S.No. Wired-Line Service Provider Total Subscribers Share in %

1 Bharti Airtel Limited 2,756,254 7.28

2 Reliance Communications 1,115,693 2.95
3 Tata Teleservices 929,564 2.45
4 Mahanagar Telephone Nigam Ltd. 3,575,909 9.45
5 Bharat Sanchar Nigam Ltd. 29,149,8317 7.09
6 HFCL Infotel 162,044 0.46
7 STL 122,573 0.32
 Fastest Growing Sector – CAGR 22% (2002-07)
 Second Largest Telecom Market
◦ Lowest tariff charges in the world
◦ Wireless Subscribers – 315.3 Mn
◦ Wireline Subscribers – 38.4 Mn
◦ Teledensity – 30.6
 23 Circles - 4 Categories ( Metro, A, B & C)
 Bharti Airtel – Largest player with presence in 23
Circles
 Telecom giant Bharti Airtel is the flagship company of
Bharti Enterprises.
 Bharti Airtel, formerly known as Bharti Tele-Ventures
Limited (BTVL).

 India's largest and world's second largest cellular

service provider.
 More than 88 million subscribers as of 31 December
2008.

 Airtel brand is headed by Sunil Bharti Mittal.

 Airtel provides mobile & fixed wireless services using

GSM technology across 23 telecom circles .
 By 2012 Airtel will be the most admired
brand in India:
◦ Loved by more customers
◦ Targeted by top talent
◦ Benchmarked by more businesses
 “ We at Airtel always think in fresh and
innovative ways about the needs of our
customers and how we want them to
feel. We deliver what we promise and
go out of our way to delight the
customer with a little bit more”
Strength Weakness
Market Leader
Recognized Globally • Outsourcing of core
Strong New Business
Development team system
Strong Financials
Largest Telecom Player
• Network Coverage
22.6%

Opportunities
Threats
Low Broadband Penetration, Rural
 Falling ARPU
Telephony
 Intense Competition &
Bharti Infratel – Cutting Down
Shortage of
cost inRural area
Bandwidth
Current Tele-Density – 30.6
 New Players coming in India
still low among developing
 Uncertain Economic
countries
Condition
1 Km

1 Km

1 Km
Data Sources Primary Data and Secondary Data

Research Design Descriptive study

Research Approach Questionnaire

Sampling Unit Bilaspur

Sample Size 150

Data Collection Direct interview

 5
4

30

35

Airtel BSNL Reliance Tata

23%

77%

Satisfied Customers Non-Satisfied Customers

33% 34%

11%
22%

Bill Network Prices Others

25%

75%

Interested Not Interested

 7%
7%
27%
10%

20%

29%

Plan 325 Plan 425 Plan 499 Plan 699 Plan 725 Plan 700
 15%
30%

20%

20% 15%

BSNL Reliance Airtel Tata Others

 8% 8%

15%

26%

11%

16% 16%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly
 17%
26%

21%
9%

4%
13% 10%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly
 17%

32%
6%

12%

10% 17%
6%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly
 27% 27%

6%
3%
21%
11%
5%

Biling issues No customer care support Disturbances in lines

Services not satisfactory Repeated disconnections Slow speed
Costly
 Market share of BSNL is More.
 Mostly customer are satisfied with

Airtel services.
 Problem regarding Bill, they cannot

receive bill in time.

 Some customer say prices are too high
 Some customer say not provide

information at connection time

 Uniformity of information by customer care
for all customer.
 Timely awareness of Plan & Scheme to
customer.
 Network Should be Improved whenever
necessary.
 Providing booklet Regarding facilities and
services.
 Airtel sites Must be promoted among
customer for more use.
 Charges should not be very high.
 Customers didn’t give proper information
regarding them.
 Some customer not aware about plan.
 Due to limitation of time we don’t take
opinion from large no. Of customer.
 At times customers don’t listen to the
information given to them regarding plans
and services due to lack of time.
 Respondend didn’t co-operate us as they
are too angry in whole proceesing.
 Bsnl is at the First position in Market.
Airtel comes Second Position, as a fast
growing Company.
 Customer of Airtel has satisfied. Dissat

regarding Bill only.

 Due to cut throat competition Customer

Switch to another operator Very soon.