Airtel Customer Satisfaction

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Predictive Churn Model
Identifying reasons of Churn & establish methods to prevent churn

2012
Vaibhav Sharma

INDUSTRIAL TRAINING PROJECT REPORT

“Identifying reasons of Churn & establish methods to prevent churn”
AT

Submitted in partial fulfilment of the requirement
For the award of degree
Of
MASTER’S OF BUSINESS ADMINISTRATION
SESSION (2011-2013)

DELHI INSTITUTE OF ADVANCED STUDIES

SUBMITTED BY:- | Vaibhav Sharma MBA 3A|
| 06912303911|

Contents
Acknowledgement5
Introduction6
Objectives of the Study6
Research Methodology6
Sample Size6
Mode of Data Collection6
Company’s Profile7
Industry Profile9
International Long Distance11
Internet Service Providers (ISPs)12
Broadband Policy 200413
Network Expansion13
Trend in Tele-density14
Rural Telephony14
Performance of telecom equipment manufacturing sector14
Opportunities15
3G & Broadband Wireless Services (BWA)15
Mobile Number Portability (MNP)15
Project Details19
Primary Rate Interface19
Steps Performed:19
Step 1: Questionnaire Preparation19
Step 2: Data Details19
Step 3: Judging Customers Response19
Step 4: Approaching the Customers and Identifying the Reasons20
Step 5: Analysing Reasons with AON22
Suggestion for PRI22
Part II24
Steps Performed:24
Step 1: Questionnaire Preparation24
Step 2: Data Details24
Step 3: Response Collect24
Step 4: Identification of Reasons25
Step 5: Analysis26
Suggestions29
Actions29

Acknowledgement

It is my pleasure to be indebted to various people, who directly or indirectly contributed in the development of this work and who influenced my thinking, behaviour, and acts during the course of study. I would like to express sincere gratitude to Ms. Himani Sharma worthy Principal for providing me an opportunity to undergo summer training at Bharti Airtel I am thankful to Mr Lalit Bhardwaj, National Head, Channel and Distribution, Broadband and Data and Mr. Manish Chahlia, Marketing Manager for their support, cooperation, and motivation provided to me during the training for constant inspiration, presence and blessings. Vaibhav Sharma

Introduction
Objectives of the Study
Gauging the reasons of the Reasons of the Churn of the PRI and ILP Customers. Research Methodology

Sample Size
A sample is a part of a population or a subset from a set of units taken with the object of investigating the properties of parent population or set.
Factors considered while selecting sample size are as follows:- * The size of the universe
* The resources available
* The degree of accuracy or precision desired
* Homogeneity or heterogeneity of the universe
* Nature of study
* Method of sampling adopted

For PRI (Primary Rate Interface), 400 customers were called out of which 118 responded. For ILP (Internet Lease Port), 600 customers were called out of which 137 responded. Mode of Data Collection

Primary Data Collection method.
* Telephonic Survey
* Customer Visits

Company’s Profile
Bharti Airtel Limited (NSE: BHARTIARTL, BSE: 532454), commonly known as Airtel, is an Indian telecommunications company that operates in 20 countries across South Asia, Africa and the Channel Islands. It operates a GSM network in all countries, providing 2G, 3G and 4G services depending upon the country of operation. Airtel is the world's fourth-largest mobile telecommunications company with over 246 million subscribers across 20 countries as of March 2012. It is the largest cellular service provider in India, with over 187.30 million subscribers at the end of June 2012. Airtel is the third largest in-country mobile operator by...
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