EXECUTIVE SUMMARY

Reliance Communication stimulated telecommunication growth in India by challenging many of the conventional practices in product design, distribution, sales, advertising and pricing. Reliance Communication fashioned a strategy which was conceptually simple but sweeping in its impact. While the competitors focused on the top segment of the market, by charging a premium, Reliance Communication sought to reduce the cost to the consumer, thus focusing on a market driven by volume. While others saw weaknesses of India as a market widespread poverty and low levels of telecommunication penetration and Reliance as an old economy firm focusing on oil production and business-to-business clients Reliance Communication realized that these actually were strengths which it could tap into. Reliance Communications managers saw that telecommunications would be much valued by the poorer sections of society if it could be used to create opportunities and offered at affordable prices. The company tapped into its strong political and financial clout to build up a strong organization that could push it through the legal and regulatory system. This study has been designed to analyze the marketing strategies of Reliance Communications. This project is useful for sales manager engaged in practical selling work as well as strategies formulation. The sales executive and sales person are primarily responsible for formulating and implementing the strategies in various areas. Which constitute to consumer satisfaction pricing, physical distribution, marketing channels? Today market is a consumer oriented where customer is the boss. The sole difference between selling and marketing is that marketing ends with customer satisfaction not after only selling of goods. But selling stops when there goods have sold in the market. With this we conclude that Reliance communication has an enormous opportunity of growth with a firm financial backing from its other business units and a political lobby supporting its strategies. Our group observed that RCOM will lead the Indian Telecom industry by 2010 because TRAI is supporting the CDMA technology in future.

INTRODUCTION

We will leverage our strengths to execute complex global-scale projects to facilitate leading-edge information and communication services affordable to all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders and enable millions of India's knowledge workers to deliver their services globally.

The Late Dhirubhai Ambani dreamt of a digital India an India where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built Indias largest private sector company virtually from scratch, had stated as early as 1999: Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility. It was with this belief in mind that Reliance Communications (formerly Reliance Infocomm) started laying 60,000 route kilometers of a pan-India fiber optic backbone. This backbone was commissioned on 28 December 2002, the auspicious occasion of Dhirubhais 70th birthday, though sadly after his unexpected demise on 6 July 2002. Reliance Communications has a reliable, high-capacity, integrated (both wireless and wire line) 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, applications, and consulting. Reliance Communication Ltd network is a pan India, high capacity, integrated (wireless and wire line) and convergent (voice, data and video) digital network, designed to offer services that span the entire Infocomm value chain -infrastructure, services for enterprises and individuals, applications and consulting. The network is designed to deliver services that will foster a new way of life for a New India.

Today, Reliance Communications is revolutionizing the way India communicates and networks, truly bringing about a new way of life.

RESERCH OBJECTIVE

The purpose of my research was to know the market size of the customer of institutional segment and find out the potential of post paid and prepaid connection.

The purpose of the company to allotting these objectives to us is as fallows: To create the customer awareness of newly launched schemes related to post paid and prepaid connection among the customer of institutional segment. Find out the potential for postpaid and prepaid connection among To examine the effectiveness of marketing strategies of Reliance communications

OVERVIEW OF THE TELECOM INDUSTRY

HIGHLIGHTS

Indian Telecom services industry accounts for 1.5 per cent of GDP. Telecom services market is growing at 20 per cent per annum. Cellular segment growing at 70 per cent. Major Segments of Telecom Services Basic Fixed Line services, National Long Distance, International Subscriber Dialing and Cellular Mobile services. Policy framework for this segment governed by the National Telecom Policy (NTP). NTP 1994 allowed private participation. NTP 1999 set target of tele-density of 15 telephone connections per 100 persons by 2010. Basic services still largely monopolized by state owned players - MTNL and BSNL, even though private participation allowed in 1994. Total fixed line connections are estimated at around at 28 million as on 31 October 2000. They are expected to go up to 75 million by end of March 2006. National Long Distance (NLD) service was opened up for private participation during FY2001. The revenue from this service is expected to be INR 151 billion in FY2002 and INR 239 billion by FY2005. Overseas service is monopolized by VSNL at present. However VSNL which is already an internet service provider will also participate in NLD and other broadband services. Cellular mobile services, started in 1995, are amongst the fastest growing segment. After a slow start, this sector grew at compound annual growth rate of more than 70 per cent. Future issues include implementation of Calling Party Pays principle, passage of the Convergence bill and greater consolidation through mergers and acquisitions.

Figure 1

Figure 1 shows the structure of the Indian Telecom Industry. The Company Reliance Communications that we are focusing on lies under Private operators providing fixed line and cellular services.

Vision

We will leverage our strengths in executing complex global-scale projects to make leading edge information and communication services affordable by all individual consumers and businesses in India. We will offer unparalleled value to create customer delight and enhance business productivity. We will also generate value for our capabilities beyond Indian borders while enabling millions of India's knowledge workers to deliver their services globally.

Quality Commitment

We will deliver Error Free "Mobile Communication Services" Through Customer Service Attitude, Employee Empowerment, Speed, Creativity and Continuous Improvement

OUR VISION

To make Mobile communication a way of life and be the Customer FIRST CHOICE Kar lo Duniya Muthi Main

OUR MISSION

We will meet the mobile communication needs of our customer through' Error free service delivery Innovative products and Services Cost Efficiency Unified Messaging Solution

Provide Better Service

Carrier Business

Reliance communication is a National Long Distance (NLD) and International Long Distance (ILD) Service Provider, rendering national and international transport links between other telecommunication service providers' networks. Reliance communication is also an Infrastructure Provider for end-to-end bandwidth requirements as well as providing Dark Duct and Dark Fibre on lease to service providers and companies. The

acquisition of FLAG Telecom by Reliance in January 2004 has strengthened the bouquet of Reliance's service offering to national and global service providers and companies. Reliance's wholesale customers include Indian and international Telephony ser/ice providers, Internet service providers, Long-distance carriers, Call centre operators, Multinational companies, Business process outsourcing companies, IT-enabled service providers and Government and quasi-Government organizations.

Highlights of International and National Long Distance (ILD & NLD) services
ILD Gateways in Mumbai, Delhi, Chennai, Kolkata and Ernakulam International Points of Presence (PoPs) in New York, Los Angeles, London and Hong Kong integrated seamlessly with domestic gateways Submarine Fiber cable network connecting gateways to India in Ring architecture for resilience Satellite route for media diversity Centralized NaC for International and National network management TOM and VolP based interconnects Domestic & International data leased circuit

Value added services -MPLS IP-VPN, FR, A TM International capacity built to manage >250 Mn minutes per month

Highlights of FLAG Telecom network: Global optic fibre network of 52,000 kms spanning four continents Customer base of over 180 international carriers including the top ten Global bandwidth, IP, Internet, Ethernet and Co-location Services Low Latency global MPLS based IP network connecting world's international Internet exchanges

Business

Reliance communication will offer a complete range of telecom services, covering mobile and fixed line telephony including broadband, national and international long distance services, data services and a wide range of value added services and applications that will enhance productivity Enterprises and individuals of Reliance India Mobile, the first of Infocomm's initiatives was launched on December 28, 2002, the 70th birthday of the Reliance group founder, Shri. Dhirubhai H. Ambani This marks the beginning of Reliance's dream of ushering in a digital revolution in India by becoming a major catalyst in improving quality of life and changing the face of India. It aims to achieve this by putting the power of information and communication in the hands of the people of India at affordable costs. Reliance communication will extend its efforts beyond the traditional value chain to develop and deploy telecom solutions for India's farmers, businesses, hospitals, government and public sector organisations.

PAN India network and town coverage.

80,000 kms of optic fibre backbone. Wireless network covering over 2,400 cities/towns, to expand to over 5,700 cities AND 4,00,000 villages by December.

4,300 Base "Transceiver Stations (BTSs) across the country, to increase to around 8,500 by December

Network with superior reliability All this managed from our state-of-the-art national network operations centre in Mumbai.

Circle Service Area

The new circle service areas have been drawn up based on the Unified Access Services Licensing rules. These new circle area definitions have been shown below. As a Reliance India Mobile subscriber, you can now not only make all calls within the same circle at local call rates (as per your chosen tariff plan) but you will also not be charged any call forwarding costs for incoming calls no matter where you are within your home circle, R.No 1 2 3 Circle Andhra Pradesh Bihar Delhi Service Area Entire State Bihar & Jharkhand Local Areas served by Delhi, Ghaziabad, Faridabad, Noida & Gurgaon Telephone Exchanges. 4 Gujrat Gujrat (Including Union Territory of Daman and Diu. Silvasa (Dadra & Nagar Haveli)) 5 Hariyana Entire State (Not Including :Local Areas Served by Faridabad, Gurgaon, Telephone Exchanges) 6 7 8 9 10 Himachal Pradesh Karnataka Kerala Madhya Pradesh Maharashtra Entire State Entire State Entire State Plus the Union Territory Lakshwadeep and Minicoy Madhya Pradesh & Chatisgarh Maharasthra Including Goa (Not Including Local Areas served by Mumbai, Navi Mumbai & Kalyan Telephone Exchanges)

11

Mumbai

Local Areas served by Mumbai, Navi Mumbai & Kalyan Telephone Exchanges

12 13 14 15

Orissa Punjab Rajasthan Tamil Nadu

Entire State Entire State (Including Union Territory Chandigarh) Entire State Tamil Nadu Including Union Territory of Pondicherry, Not Including Local Areas served by Chennai Telephone District Maraimalal, Mainjur and Mahabalipuram Telephone Exchanges)

16

Chennai

Local Areas served by Chennai Telephone District Maraimalal Nagar Export Promotion Zone (MEPZ) Mainjur and

Mahabalipuram Telephone Exchanges 17 West Bengal West Bengal Including State of Sikkim and Union Territory and Andman and Nicobar Islands (Not Including Kolkata Metro Service Area) 19 19 Kolkata U.P. (East) Kolkata And Service Area. Entire Area covered U.P.(E) including Boundary Districts towards UP (W) Shahjhanpur, Farukhabad, Kanpur & Jaulan. 20 U.P. (West) Entire covered by UP (W) Including Uttranchal and Boundary Districts towards UP(E) Pilibhit, Bareilly, Dadun, Etah, Mainpuri, & Etawah (Not Including Local Areas served by Ghaziabad & Noida Telephone Exchanges.

Reliance communication to empower 4 lakh villages by December 2005

India's largest mobile operator takes the lead to reach out o 65 crore Indians Two out of three villages to be covered with voice and data access Massive network to rollout to benefit 90% of India's habitats -covering 91 % of national highways In one of the largest and fastest ever network rollout operations in the world, Reliance

communication has embarked on an ambitious expansion plan to reach out to four lakh villages across the country by end of 2005, thus bringing about a new revolution in. rural telephony. The company's 80,000 km of terabit optic fibre cable network forms the backbone of its countrywide expansion, which will facilitate unlimited and uninterrupted voice, data and video applications. This massive operation, touching 65 crore Indians, will cover nearly two-third of its villages and over 5,700 cities and towns. This expansion involving 8,500 BTS (Base Transceiver Station) towers will also cover 91 % of the country's national highways and 85% of the rail routes. Eventually, the company's footprint will cover the entire habitat of the country. This initiative is expected to increase India's tele density to 10% by the end of the year, ahead of the national target.

The company has pledged to empower the people of India with freedom to communicate, and fulfill the dream of Dhirubhai Ambani, founder Chairman of the Reliance group, to bring about a digital revolution in India. Reliance already enjoys over one billion hits a month on its unique infotainment data application suite called R World. This rollout wills 25 take the benefits.

Rural Household DELs

Rural Household DELs (RDELs) are the one provided in the talukas, which are declared as rural taluka. Fixed Wireless Phone/Terminal (FWP/T) of COMA Technology is planned as RDELs. Reliance communication committed to provide RDELs in 61 Districts covering 203 Talukas in India. We are planning to rollout 6,100 by Sep 05.

High Speed Public Tele-info Centre (HPTICs)

Reliance communication committed to provide High Speed PTICs (HPTICs) for providing additional facilities including tele-education and tele-medicine at Block Headquarters and in villages with a population exceeding 2000 These 'Information Kiosk' forms the core of rural broadband/connectivity. The kiosks (Public Tele Information Centers (PTIC) and High speed PTICs (HPTIC)) will be set up in a phased manner so as to cover roughly 1, 00,000 villages in three years which approximately covers 48 per cent of the total rural population.

USO Related Information

Village Public Telephone (VPT) Rural Community Phone RCP) Rural House Hold (RDELs)

Village Public Telephone

VPT is the first Telephone in the villages, where there is no Telephone available till date. These VPTs are to be installed in a village for public use with STD facility.

Reliance communication has installed VPTs as per its license obligation covering 59 Talukas. Subsidy support for 3,599 VPTs is being received every quarter from USF.

Rural Community Phone (RCP)

Rural Community Phones (RCPs) provided in the villages where population exceeds 2000, after achieving the target of one VPT in every village. These RCPs may be provided in public places such as shops, schools, primary health centers etc with STD facility generally available on them. Reliance communication is committed to install about 22,000 RCPs covering 61 Districts in 11 states. We are planning to install about 15,000 RCPs before end of 2005 and rest by 2006.

Mobile Virtual Private Network (VPN)

Reliance's Wireless Data VPN offering looks at extending the Enterprise Users desktop to him while he is on the move. Over our CDMA network, he will be able to access all those applications he uses in office (including corporate E-mail, Intranet Portals, SAP, and other enterprise specific applications available only within the corporate intranet) at speeds up to 144 Kbps, anywhere, any time. Reliance's Mobile VPN, also for the first time, will allow enterprises the opportunity of connecting their remote offices, scattered across the country, and integrating them into their networks, thereby truly ushering organizations into the realm of being truly always "networked".

TARIFF PLANS
It's been on your mind for a while. And now, you can finally go postpaid. No more hassles of refilling your prepaid, running out of talk time or high calls rates. The new Joy 99 plan gives you the flexibility of being postpaid at the most affordable monthly rent. Plan Joy 99 Joy 149 Joy 399 Rental (Rs./ Month) Plan Charges (Rs. Month) Plan Charges (Rs. Month) (Optional) Free Intra Circle Talk 99 25 25 149 25 25 Nil 399 25 25 Nil Joy 499 499 25 25 Nil Joy 299 Joy ZR ZR 299 25 25 Nil 649 649 25 25 Nil

time Nil

(Rs./Month) Local Intra Circle , Inter Circle up to 50 Kms (Rs./Min) All Reliance Phones** Other Mobiles (GSM/CDMA) Landline Intra Circle Call > 50 Kms (Rs./Min) All Reliance Phones** Other Mobiles (GSM/CDMA) Landline 2.2 3 3.49 1.79 2.49 2.49 1 1 2.50 1 1 1 2 2.5 2.5 2 2 2 1.5 2.2 22 0.99 1.79/0.99* 1.79 0.4 1 1 0.4 1 1 0.5 1.5 1.5 0.5 1 1

SMS Person to Person (Rs./Outgoing Message) Rupees per SMS Local SMS National SMS International SMS 1234 Services from 1st Dec. 2004 1 1 3 2 1 1 3 2 2 0.5 0.5 3 2 2 0.5 0.5 3 2 2 0.5 0.5 3 2 2 0.5 0.5 3 2 2

Other SMS Services from1st Dec. 2 2004

International Call Charges (Rs. Min) US, U.K Fixed Canada South East 14.25 Asia U.K. Mobile Europe, Rest of Asia 14.25 Oceania SAARC Gulf Africa and Other Countries Pulse Rate for al calls in 60 secs. 17.25 17.25 17.25 17.25 17.25 14.25 14.25 14.25 14.25 14.25 14.25 12.99 12.99 12.99 12.99

Now make unlimited calls to all Rim phones within the circle. And to reliance fixed phones at just Rs. 0.40/min within the circle. Send unlimited SMS to any Reliance Phone across India and MS worth Rs. 25 to other phones for free.

Plan

Joy 99

Joy 149

Joy 399

Joy 499 75 50

Joy 299 Joy ZR ZR 125 50 649 75 50

Unlimited Talk time Unlimited Service Pack

200 50

150 50

100 50

* Joy 149 subscribers have the option of availing 99 paise/min. tariff for local calls to other mobile phones by subscribing to Mobile Pack with a monthly fee of Rs. 25. Reliance phones include RIM, Reliance Fixed Line, Reliance FWP/T and Reliance GSM Mobile (Bihar, Jharkhand, Himachal Pradesh, Chhattisgarh and Orissa). For the customers opting for the pack, the free talk time benefit, as a part of the zero rental plan, will be used for calls to other than Reliance phones within the circle. On-net benefits are not available while roaming. What's more, you also enjoy: Value Roaming: No Roaming rentals. Outgoing calls/SMS as per home tariff plan rates. Receive incoming calls at RIM-to-RIM STD rates also as per your home tariff plan. R Connect: Surf the net on the move at amazing speeds of up to 144 kpbs. R World: Access a world of information, Communication, Entertainment & Commerce at the press of a button. So wherever you are, our joy plans will make sure you always stay connected. Existing Postpaid customers can opt for any of the above tariffs place Marketed by Reliance Communications Infrastructure Limited. Internet service provided by Reliance Communications Infrastructure Limited. Circle Service Area Definition

Unlimited Talk time Pack (Post Paid)

Now, you can enjoy the benefit of making Unlimited Calls to other RIM Phones within your circle, Absolutely Free! As a RIM postpaid customer, you can also make calls to Reliance Fixed Wireless Phones/Terminals (FWP/T) at just 40 paise per minute within your circle. No need to form any group or

restriction, on the number of people who can be called, simply avail the optional Unlimited Talk time pack What's more, this benefit is valid for all RIM postpaid plans open for subscription -Joy 99, Joy 149, Joy 399 , Joy 499, Joy 249 ZR and Joy 649 ZR. So subscribe now and keep talking! Additional monthly charge for Unlimited Talk time pack. Tariff Plan Joy 99 Joy 149 Post Paid RIM Joy 399 Joy 499 Joy 299 ZR Joy 649 ZR Plan Code NJ 99 NJ 149 NJ 399 NJ 499 NJ 299 ZR NJ 649 ZR Rs. 200 150 100 75 125 75

Existing customers of RIM Postpaid can also avail the Unlimited Talk time Pack. For the customers opting for the pack, the free talk time benefit, as a part of the zero rental plan, will be used for calls to other than Reliance phones within the circle. On-net benefits are not available while roaming.

So get on to Reliance The most reliable wireless network in India.

Walk into your nearest Webworld or Webworld Express outlet or any other leading handset outlet in your city.

Unlimited Talk time (Pack Pre Paid)

Now, you can enjoy the benefit of making Unlimited Calls to other Reliance Phones within your circle, Absolutely Free! No need to form any group or restriction, on the number of people who can be called, Simply avail the optional Unlimited Talk time pack. What's more, this benefit is valid for all FWP/FWT postpaid plans open for subscription -Plan 150, Plan 290, Plan 500, Plan 1000 and Plan 1500. So subscribe now and keep talking! Additional monthly charge for Unlimited Talk time pack. Tariff Plan Plan 150 Plan 250 Postpaid FWP/FWT Plan 500 Plan 1000 Plan 2000 50 Rs. 150 100

Existing customers can also avail the Unlimited Talk time Pack.

So get on to Reliance. The most reliable wireless network in India.

Walk into your nearest Webworld or Webworld Express outlet or any other leading handset outlet in your city.

Conditions apply. The unlimited calling facility to Reliance numbers is meant only for personal use and not for commercial use like PCO, telemarketing, etc. The company reserves the right to withdraw and or alter any of the terms and conditions of this offer at any time without prior notice. Marketed by Reliance Communications Infrastructure Limited.

Conditions apply. The unlimited calling facility to Reliance numbers is meant only for personal use and not for commercial use like PCO, telemarketing, etc. The company reserves the right to withdraw and or alter any of the terms and conditions of this offer at any time without prior notice. Marketed by Reliance Communications Infrastructure Limited.

For Prepaid: MRP

Value of Talk time in Rs. Admin Fee inRs. Service Tax in Rs. Validity (In Days) Approximate Talk time in Mins

Rs. 275
175 74.55 24.45 30 160 Mins

Rs. 400
150 212.98 37.02 30 134 mins + unlimited calling to Local & Intra circle

Rs. 480
100 355.57 44.43 30 84 Mins + unlimited calling to local, Intra circle and preferred circle Reliance Nos

Rs. 770
165 533.73 71.27 30 150 mins +unlimited calling to Reliance Nos any w\here in the Country

Assumptions for chargeable calls Assumptions

Local Fixed Local Mobiles Intra Circle Fixed Intra Circle Mobile Inter Circle Fixed Inter Circle Mobile 40% 10% 21% 3% 20% 6% 26% Inter Circle Calls 24% Intra Circle Calls 50% Local Calls

For Rs 275 RCV , All the above traffic distribution has 80% off net and 20% on-net calling pattern

Note: The indicated minutes of usage are based on the assumptions as above, and therefore cannot be taken as exact minutes.

Reliance India Phone (RIP) -Tariff Plans

Postpaid Tariff Plans

Standard Plans
Plan 150 Monthly commitment (Rs. /Month) Free Usage (Rs./Month) Clip (Rs./Month Rate Per Call Unit# (Rs./Call Unit) 60 Free 1.20 180 Free 1.20 495 Free 1.10 1000 Free 1.00 0 Free Local & Intra Circle Calls To ONNET & Fixed Rs. 0.30/Min To Mobiles Rs. 0.40/min STD Calls All Calls Rs. 2/Min 1575 Free 0.90 150 Plan 290 290 Plan 500 1000 Plan 1000 1100 1100 Plan 1100## Plan 1500 1500

# Applicable for domestic calls

Installation/activation charges, enrollment fees & deposits as applicable.

*Unlimited On-net pack -Enjoy the benefit of making unlimited calls to Reliance phones within your circle at additional monthly rental of :

*Plan *Plan *Plan

150 290 500/1000/1500/3000

-Rs. 150 -Rs. 100 -Rs. 50

*On net calls dont include RTL networks of West Bengal & Assam

## The pulse rate for Plan 1100 is 60 sec for all call types.

Unlimited Talk time Plans*

Choose from the following new plans and enjoy unlimited Talk time to Reliance Phones. Plan 3000 provide$ Unlimited Talk time to all Reliance Phone across India. Plan 435 provides Unlimited Talk time to all Reliance Phone across neighboring circles as mentioned in the table below

*On net calls dont include RTL networks of West Bengal & Assam Plan 3000 Subscription available in All Circles Plan 435

Chennai & Tamil Nadu Kolkata & West Bengal Mumbai (Maharashtra)

Monthly Rental (Rs./Month) Free Calls Units(Rs./Month)

3000

435

540 (For Calls to other 100 (For Calls other than Unlimited Networks) Reliance to Reliance Call to twin Circle)

Unlimited Calls to Reliance Phones Other Calls

Unlimited Across India 600

Unlimited Across Twin Circle 91

Rate per Calls unit # (Rs./call unit

0.90

1.10

Deposits & Activation Charges

Security Deposit Local Local + STD Local + STD + ISD Installation/Activation Charges STD deposit is mandatory for Plan 435 & Plan 3000. Existing Postpaid Fixed Wireless Phone customers can also for the above Unlimited Talk time Plans. 1000 2000 4000 800

Duration of call unit -for all plans (except plan 1100) Local & Intra Circle Calls Calls to Reliance Phone <50 Kms 180 >50 Kms 180 Calls to Fixed Phones <50 Kms 180 >50 Kms 60 Calls to Mobile All Distance Bands 60

In Delhi/Mumbai/Chennai/Kolkata duration of a call unit for calls to mobile phones will be 90 secs.

The pulse rate for Plan 1100 is 60 sec for all call types. Inter-circle calls

Calls to Reliance Phone <50 Kms 90 >50 Kms 30

Calls to Fixed Phones <50 Kms 90 >50 Kms 30

Calls to Mobiles <50 Kms 60 >50 Kms 30

Special call rates of Rs. 1.90 for calls made to fixed phones (Inc. Reliance Fixed Phones) between Delhi & Mumbai only. (Excl Plan 1500 and Plan 1100).

The pulse rate for Plan 1100 is 60 sec for all call types.

International Long distance Calls

International Long Call Distance Rate Length (Pulse) Sec. Plan 150, 290, Plan 435, 500, 3000, 1000 1100 Americas, Europe, 60 Africa, Asia, Gulf & Oceania SAARC/ Neighboring Countries 60 16 16 8 14 12 8 18 12 8 Plan 1500 Plan 150, 290, Plan 435, 500, 3000, 1000 1100 16 12 8 Plan 1500 Unit Peak Rates (Rs.) Off Peak Rates (Rs.)

Off Peak Timings (For ILD Calls)

Americas, 00:00 to 06:00 & 11:00 to 18:00 Europe 22:00 to 11:00 Also 24 Hrs. on Sundays 26th Jan., 15th Aug. & 2nd Nov.

Africa, Asia, Gulf 19:00 to 08:00 & SAARC/ Neighboring Countries Oceania,

POSTPAID CONTRACT CONNECTION

Postpaid are those connections where the customer enters into an agreement to utilize mobile services. Customer is billed as per his usage. Receives a monthly bill for services availed. For a postpaid connection customer has to refundable basis security deposit. Fill up the subscriber enrollment form

PDA Phone
Enhance your productivity! For the busy professional on the go, Reliance offers a "wireless PDA with a host of web browsing, email and personal productivity tools. Ideal for the truly mobile professional. What's in the Kit? To Use Use the PDA phone as you would any other mobile phone or Palm PDA. Besides these features, the PDA phone can also be used to access the Internet. Handset (Kyocera 7135 Smart phone) (1200m Ah) User replaceable Battery 3. Sync Cradle 4. Holster Travel charger 6. Literature Kit 7. Extra Styli (3 numbers) 8. CD-ROM including palm desktop software and drivers

There are two ways to access the Internet with your PDA phone directly through your PDA phone or by connecting the phone to your computer as a wireless modem.

To Activate & subscribe to the R Connect service To activate R Connect please call up Customer Care. To access the Internet directly through your PDA phone, please configure your phone as follows. 1. Open the Prefs PDA application on the PDA. 2. Tap on the list box in the upper right corner and select Network. 3. Set the Service to 'Reliance Enter the User Name: As your phone number with STD but without the zero. (eg: 2232345678 NOT 02232345678). Your Password: Is the same as the User Name. 4. Tap on Connect To connect your phone to your computer as a wireless modem, there are hree basic steps that need to be followed. Step 1. Install the modem drivers. Step 2. Configure a Dial-Up Network Connection Step3 Connect to the Internet.

R World
Experience exciting applications in R-World -news, finance, panchaang, jokes, guides, and more. To access R-World, launch the web browser on your PDA and visit http://pda.ricinfo.com/

Competitors
The major competitors of Reliance Communications are as follows: Airtel Vodafone IDEA: BSNL Tata Indicom Spice Virgin Aircel Alkatel

MARKETING STRATEGIES

Reliance Communication radically redefined marketing models in India and engaged homes and enterprises directly by having the ability to deliver physical and virtual products and services as part of one system. Reliance Communication through its aggressive, unconventional tactics changed the rules of the mobile marketing game.

Service & Handset- Buy One, Get Other Free

Handsets were to be purchased separately since the operators until then offered only services, and never dealt with handsets. For a customer this meant dealing with two suppliers one for the service and another for the handset. Reliance Communication, for the first time in India, offered handsets free of charge, along with the service.

Customer Generation - Tapping in to Internal Resources

Reliance targeted internally as it looked for the first set of customers. Officials of Reliance Communication realized that an employee base of more than 50,000 and a shareholder base of about 3.3 million was the best place to start as far as customers were concerned.

Advertising Educating Masses and Evoking Passions

The Reliance mobile brand was branded as IndiaMobile to cash in on patriotic feelings. Bundling of handsets along with the service a first time in India allowed Reliance Communication to resort to a co-branding exercise with the handset makers.

Business Units of Reliance Communication

Wireless

Broad Band

Global

RTIL

GSM

Internet Data Center (IDC) Services

ILD*

Tower Business

CDMA

Internet Bandwidth (ISP)

Voice Carrier

PCO

Core Strengths: Brand: Distribution: Contact Centers : Continuous Innovation: provides high level of branding and visibility Retail presence through 16,50 exclusive stores in 700 towns 6000 seat multilingual, multi location e.g. innovative lifetime plan, all India Plan

Network architecture and capability Strongly positioned for accelerating market growth
(*ILD International long distance calling )

MARKET SEGMENTATION

a. Markets consist of buyers. These buyers may differ in their wants, resources, locations, buying attitudes, and buying practices. Through market segmentation, companies divide large, heterogeneous markets into smaller segments that can be reached more effectively with products and services that match their unique needs. Segmenting Consumer Markets b. There is no single way to segment a market. Marketers must try different segmentation variables, alone and in combination, to find the best way to view the market structure. 1. Geographic segmentation divides the market into different geographical units, such as nations, regions, states, counties, cities, or even neighborhoods. A company may operate in one or a few geographic areas, or it may operate in all areas but pay attention to geographical differences in wants and needs. 2. Demographic segmentation divides the market into groups based on variables such as age, gender, family size, family life cycle, income, occupation, education, religion, race, generation, and nationality. Consumer wants, needs, and usage rates often vary with demographic variables. Demographic variables are also easier to measure than other variables. Psychographic segmentation divides buyers into different groups based on social class, lifestyle, or personality characteristics. People in the same demographic group can have very different psychographic makeups, and marketers often segment by common lifestyles. 7. Behavioral segmentation divides buyers based on their knowledge, attitudes, uses, or responses to a product. i. Occasion segmentation groups buyers according to occasions when they get the idea to buy, actually make the purchase, or use the purchased item. ii. Benefit segmentation requires finding the major benefits people look for in the product class, the kinds of people who look for each benefit, and the major brands that deliver each benefit. iii. User status groups buyers according to whether they are nonusers, ex-users, potential users, first-time users, or regular users of the product. iv. Markets can also be segmented according to usage ratelight, medium and heavy product users. v. Loyalty status looks at the level of loyalty to brands, stores, and companies.

SEGMENTATION STRATEGY OF RELIANCE COMMUNICATIONS

In the words of Dhirubhai Ambani himself, My vision is to provide the latest telecommunication facilities to every Indian at the price of a post card.

Market Segmentation Strategy

Reliance has always been known for its unconventionalism in dealing with various activities of the management, from advertisement and promotion to identifying potential customers to the actual selling of the product. It was also instrumental in increasing the mobile phone penetration in India to grow from 0.25 percent in early 2001 to about 7.53 percent till date. Reliance Communication stimulated telecommunication growth in India by challenging many of the conventional practices in product design, distribution, sales, advertising and pricing. Reliance Communication fashioned a strategy which was conceptually simple but sweeping in its impact. While the competitors focused on the top segment of the market, by charging a premium, Reliance Communication sought to reduce the cost to the consumer, thus focusing on a market driven by volume. While others saw weaknesses of India as a market widespread poverty and low levels of telecommunication penetration and Reliance as an old economy firm focusing on oil production and business-to-business clients Reliance Communication realized that these actually were strengths which it could tap into. Reliance Communications managers saw that telecommunications would be much valued by the poorer sections of society if it could be used to create opportunities and offered at affordable prices. The company tapped into its strong political and financial clout to build up a strong organization that could push it through the legal and regulatory system.

Measurable, Accessible, Substantial, Differentiable and Actionable Market

Reliance estimated that there are around 320 million [people in] households with an annual income of Rs 1.5 lakh (US$3,333) [and above]. Of that, half are in rural areas with similar purchasing power. And this segment is expected to grow to 500 million by 2008 and to 602 million by 2010. This presented a substantial chunk of potential buyers for Reliance products. Besides, the segment was also easily accessible, that is, it could be easily sought and encouraged to buy Reliance mobiles considering their extremely economical cost. Since its very inception to becoming one of the market leaders in the field of telecommunications, Reliance has adopted a number of strategies and introduced a variety of products to cater to the needs of various market segments. On a broader note, Reliance has segmented the market on the following major criteria: Geographic Segmentation On the basis of geography Reliance Communication has always believed in uniting India as a whole and considering it as a single entity and consequently divided its services under two major broad categories (in both prepaid and postpaid) schemes --- National and International. One of the best examples in this context is that of the ONE India Plan which allows you to call any phone, anywhere in India for just ONE RUPEE per min. Besides, it also come up with national and international roaming plans and STD and world calling cards to cater to the needs of different people spread across different geographical locations. The Reliance Global Calling Card is available in 5 denominations Rs.115, Rs.225, Rs. 575, Rs.699, Rs.1,130, Rs.1,900, Rs.2250. You can make ISD calls from any Reliance phone, be it postpaid (Reliance Mobile / Fixed Wireless phone) or Reliance Mobile prepaid. The prepaid Reliance STD Calling Card offers very affordable rates for local and national long distance (NLD) calls. This is a rechargeable account-based prepaid card that can be used from Reliance phones (Reliance fixed, fixed wireless and mobile postpaid or prepaid) only and cannot be used from a PCO. With this card, NLD calls can be made even from Reliance phones without an NLD facility. Demographic Segmentation Reliance has also segmented the market based on the demographic attributes of the customers such as age, gender, income group, occupation, etc. Thus it has come up with a variety of plans such as the JOY PLANS on postpaid which can help in significantly cutting call costs and the ON NET TALKTIME PACK which allows 1000 min. of free usage to all reliance mobiles and wireless phones within circle

absolutely free. This allows it reach a large chunk of population with different needs and different financial backgrounds and in the process, makes its services affordable to everyone. Psychographic Segmentation Different people have different value systems, varying personality traits, beliefs, attitudes, separate self image or self concept and an altogether different way to look at life (lifestyle). As a result their needs and preferences also differ accordingly. Reliance Communication has kept this aspect in mind while designing its wide range of mobile phones to appeal to different audiences and in a way suit their self image (self concept). From lower end simple and sober handsets like the CLASSIC series to the little stylish multimedia enabled handsets such as LG, Kyocera and Nokia to the ultra stylish UT Star PPC and TELESON handsets, Reliance offers something for everyone.

Behavioral Segmentation Customers exhibit varying behavioral patterns towards different products. Different customers have different perceptions about different products and hence weigh the value derived from each product differently. Reliance was quick to realize this and hence tried to segment the market on the basis of the behavioral patterns of its customers. Here it looked at whether there was increased buying during special occasions, whether a substantial chunk of population looked for a specific class of benefits to be derived from its products, what was their user status (current or ex user of its products), how heavily or lightly was a specific product used (usage rates), loyalty towards a particular category or product, readiness to adapt to new technology and the general attitude towards the product. Subsequently on 20 September, 2003, the 1st day of Navaratri, --- a multimedia mobile phone service offering ringtones, greeting cards, pictures and video clips of Navaratri Festival was introduced on Rworld and over 10 million downloads were reported. Other than this Reliance also continues to offer several schemes to customers based on their usage rates such as small amount prepaid tariff cards for lower end users to Broadband services for corporate and high end individual users. Further it also offers plans of free subscriptions, gifts and extra talktime to regular (loyal) users of its products.

TARGETING
Target Marketing involves breaking a market into segments and then concentrating your marketing efforts on one or a few key segments. Target marketing can be the key to a small businesss success. The beauty of target marketing is that it makes the promotion, pricing and distribution of your products and/or services easier and more cost-effective. Target marketing provides a focus to all of your marketing activities.

TARGETING FULL MARKET COVERAGE

Today Reliance Communications has established itself as one of the top telecom service providers in India offering a wide range of services such as CDMA and GSM services in both prepaid and postpaid flavours, Broadband services through R Connect, Reliance Hello schemes, Reliance PCO, interactive TV, Data Center, etc. Because of the enormous gamut of services offered across various product categories, (be it selling mobile phones or new connections or broadband services) and market segments (both high end commercial usage to lower end individual use), the Strategic Business (SBU) Units caters to almost all product categories across all market segments. Thus the company targets the full Telecom Industry market rather than any specific segment leaving no segment untargeted. Hence we can safely conclude that the market segment targeted by the SBU is that of FULL MARKET COVERAGE.

Positioning for Competitive Advantage

a. A products position is the way the product is defined by the consumers on important attributes; it is the place the product occupies in consumers minds relative to competing products. It involves implanting the brands unique benefits and differentiation in customers minds. b. To simplify the buying process, consumers organize products, services, and companies into categories and position them in their minds. A products position is a complex set of perceptions, impressions, and feelings that consumers have for the product compared with competing products. c. Consumers will position products with or without the help of marketers. So marketers must plan positions that will give their products the greatest advantage in selected target markets, and then must design marketing mixes to create these planned positions.

POSITIONING STRATEGY

As already mentioned before, Reliance Communications (previously Reliance Communication) has believed in introducing innovative techniques and practices in all its marketing strategies --- be it segmenting, targeting or positioning itself in the market. Starting from the 1 st of its kind --- the Dhirubhai Ambani offer to the present day offer of connecting the entire India through ONE INDIA PLAN, Reliance has always believed in making its services affordable to the people while not compromising on the services offered and at the same time getting substantial profit margins to sustain its growth. This principle forms the primary basis of Reliance Communications products positioning strategy. Among the major positioning strategies adopted by Reliance are: Product Differentiation Reliance offers its customers a wide range of products such as both high end and low end mobile phones at prices which are much less costlier than its competitors. A few of these mobile phones have already been shown in the previous pages. These handsets differ both in their looks as well as their style quotient when compared to other brands and are available with a variety of schemes and features which are substantially different from other products of the same range offered in the market. Thus both form and design differentiation can be easily made out. Other than this, Reliance Communication used was product differentiation by mixing data applications with voice. Through RWorld an inbuilt Java enabled data feature of all Reliance phones - the company guaranteed download speeds of up to 144 kbps from an applications suite which has over 120 applications ranging from interactive Guides such as TV programme guides and City Guides, Live News and TV news clips from channels like NDTV, CNBC, Aaj Tak and India TV to contests, video songs, Ring Tones, Cricket Information, Women's World and KidzWorld. It introduced numerous applications like news, streaming audio and video of movies and music clips, city & TV guides, exam results, astrology and stock prices.

Service Differentiation

Reliance has also differentially positioned its products in the market through an entire range of services offered by it which includes the ability to procure its products easily (ordering ease), easy delivery mechanisms, installation procedures, appropriate guarantee/ warranty associated with its products, financing schemes, appointment of customer training personnel, and adequate after sales services. To achieve this, Reliance Communication started retail outlets in prime commercial and residential areas ranging between 800 and 2000 sq ft, in major Indian cities, district headquarters and towns that would number over 500, and set up WebWorlds. At the WebWorlds the customer could interface directly with the company officials, see, touch and try the products and then buy. At the phone stores, the customers could buy the phones directly across the counter. The company envisaged that ultimately there would be at least one WebWorld in all the towns where Reliance Communication has a presence. To ensure that the product was available at the customer's doorstep, Reliance stocked its handsets in about 15,000 outlets across the country, while 70,000 outlets sold the recharge coupons. It also appointed 600 exclusive distributors who sold only the pre-paid offering. Retailers like FabMall, PlanetM, HP, Music World and Timex started to bundle their products along with Reliance India Mobile. Phones were distributed at discount prices with many products the consumer bought. Additionally the company conducted nationwide product demonstrations and announced that the Pioneer Scheme would be a limited period offer, which further enhanced the interest of the consumers. Personnel Differentiation

Reliance ensured that the staff at Webworlds was competent and courteous enough towards customers besides being well trained, responsive and reliableand possessing good communication skills. In essence it ensured that the customer went satisfied after each visit and this gave it sufficient competitive advantage over its competitors.

Channel Differentiation In the case of marketing channels, instead of resorting to the tried and tested means, Reliance Communication created a completely new model. As a tribute to Dhirubhai Ambani, Reliance Communication fostered a new breed of entrepreneurs, as channel partners. The Dhirubhai Ambani Entrepreneur Programme began with an aim of enrolling 200,000 individuals who are committed to acquiring new customers and creating a new experience for them, based on flawless service and feelings of satisfaction. About 50,000 individuals were recruited in a matter of weeks who were guided and

supported by 900 Reliance executives across the country. In 673 towns and cities, Reliance trained these entrepreneurs in basic skill sets, so that they are able to deliver value to customers at their doorsteps. Reliance Communication envisaged spending over Rs.1000 million (US$22.2 million) per year in training and competency building programmes for these entrepreneurs. Through this programme, in addition to contributing to society by encouraging other enterprises, and creating economic opportunities for millions of young Indians, Reliance leveraged goodwill and networks. Image Differentiation The Reliance mobile brand was positioned as IndiaMobile to cash in on patriotic feelings. The Reliance Communication brand name embossed on every handset gave it a unique cachet, while the costs of many of the advertisements were discounted since they were also borne by the handset makers. A mega advertising campaign was launched across the media to mark the launch. The blitzkrieg coincided with the world cup cricket tournament, ensuring a huge audience. The main theme of the first campaign built on the vision of Reliance Communication in bringing the power of telecommunication to every person. This campaign helped to educate people on the importance of telecommunication services. The next set of campaigns talked about the innovative product features which differentiated Reliance Communication from its competitors. The advertisements announced that Reliance IndiaMobile was 'Kabhi mobile, kabhi computer' (Sometimes Mobile, Sometimes Computer). In the subsequent campaigns Reliance started riding on movies and cricket as themes.

DATA ANALYSIS AND FINDINGS

DATA ANALYSIS AND FINDINGS

FINDINGS

BAREILLY : 199 Retailers Category A Category B Category C : : : 48 Retailers 94 Retailers 54 Retailers

Brands Available at the Retailers Counter (n-199) Percentage Idea Airtel BSNL Hutch RIM Tata Indicom 190 190 141 177 196 153 95% 95% 72% 89% 98% 78.5%

Brands Availability 250

200 No of Retailers

150

100

50

0 Idea Airtel BSNL Hutch Rim Tata Indicom

SALES Sale of New Connection in Bareilly (1 Month) Sale of New Connection in (1 Month)
Numbers Idea Airtel Tata Indicom Hutch RIM Total 2930 726 1226 2396 1496 8773 Percentage 33% 9% 14% 27% 17% 100%

Sale of New Connection in (1 Month)

RIM, 17% Idea, 33%

Hutch, 27%

Airtel, 9% Tata Indicom, 14%

RCV
Respondent reported sale of RIM RCV Substantial percentage (27) were of Rim A Little lesser with (26%) was of Airtel

Sale of RCV Amount (1 Month) Percentage Idea Airtel BSNL Tata Indicom Hutch RIM Total 23% 26% 11% 5% 8% 27% 100%

Sale of RCV Amount (1 Month)

RIM, 27%

Idea, 23%

Hutch, 8% Tata Indicom, 5% BSNL, 11% Airtel, 26%

First place, Retailers reported RIM with twenty seven percent (27%) is leading the RCV market. Then comes idea with twenty three percent (23%) Tata Indicom with (5%) five percent is lagging in the market in the RCV market.

Frequency of Distributors Visit

First place retailers reported IDEA with most regular visits from the distributor

Frequency Regular Irregular Only Called 0 8 0 9 1 When Not at all

Idea (N=190) Hutch (N = 167) Airtel (N= 190) RIM (N= 196) Tata Indicom (n = 153)

187 167 188 132 144

1 0 5 37 4

2 2 2 18 4

Frequency of Visit
No. of Retailers
200 180 160 140 120 100 80 60 40 20 0 Regular Irregular Only When Called Not at all Idea (N=190) Hutch (N = 167) Airtel (N= 190) RIM (N= 196) Tata Indicom (n = 153)

Frequencies

Idea leading with maximum regular visits from their distributor. Rim with maximum Irregular and not at all visits from the distributor.

 Brand Visibility
Respondent reported maximum visibility of IDE (33%)

Visibility of which brand is maximum (n= 199) Idea Airtel Hutch RIM Tata Indicom Total 3% 21% 12% 28% 6% 100%

Brand Visibility

Tata Indicom, 6%

Idea, 3%

Airtel, 21%

RIM, 28%

Hutch, 12%

IDEA (33%) is the most visible brand at the retailers outlet. RIM (28%) is in the race of Visibility. Whereas TATA INDICOM (6%) is having the least visibility

 PRODUCT AVAILIBILITY
SIM First place retailers reported IDEA is mostly always available followed by AIRTEL at the second slot.

Availability of SIM Availability Always Available Sometimes Available 1 1 7 7 Not at all Total

Airtel IDEA Hutch Tata Indicom

183 185 165 134

6 4 5 12

190 190 177 153

Product availability
200

No. of Retailers

150 100 50 0 Alw ays Available Sometimes Available fre que ncie s Not at all

Aitel IDEA Hutch Tata Indicom

IDEA (185) & AIRTEL (183) are the brands, which are always available at the retailers counters.

TATA INDICOM (135) is less available at the retailers counter and with a max. no of irregular visits.

 RCV
Retailers reported HUTCH & AIRTEL is mostly always available whereas RIM is little lesser available at the counter.

Availability of SIM Availability Always Available Sometimes Available 1 1 0 8 16 6 Not at all Total

Aitel IDEA Hutch BSNL RIM Tata Indicom

187 188 175 132 170 144

2 1 2 1 10 3

190 190 177 141 196 155

Product Availaibility

200
No. of Retailers

150 100 50 0
Alw ays Available Sometimes Available Frequencies Not at all

Aitel IDEA Hutch BSNL RIM Tata Indicom

IDEA (188) & AIRTEL (187) are the brands, which are always available at the retailers counters. Whereas RIM (170) is at least available with the retailers.

 RIM Analysis
Availability of RCV of RIM Finding report that the lower denomination Voucher is mostly available at the retailers counter as compared to HCC & NCC Reasons of Non Availability of RCV of RIM (N = 196) Reasons RCV Just Exhausted not Received 165 199 220 330 440 550 GSK HCC ICC NCC 8 6 3 10 15 15 3 7 3 8 0 0 0 0 0 2 13 30 25 19 5 3 2 9 14 62 33 41 56 37 25 18 13 18 17 35 35 40 37 46 38 27 18 37 46 114 84 118 121 110 Dont Know Low Sales Demanded but Total

RCV of Rs. 165, 199, 220,330,440,550 are mostly available but reasons for non availability is mostly just exhausted & demanded but not received.

RCV like HCC & NCC are mostly not available and reasons are mostly Dont know & Low less.

HANDSETS
Retailers reported higher users of Samsung Slim model as compared to the other sets. Availability of Handsets (N = 196) HANDSET MODEL SAMSUNG SLIM LG 2330 LG 5130 LG 6130 NUMBER 173 96 48 20

Availability of Hand Sets

200 180 160

No of Retailers

140 120 100 80 60 40 20 0 Samsung Slim LG 2330 LG 5130 LG 6130

Handsets

 PRODUCT KNOWLEDGE
Mostly all the retailers know the talk time and validity of the different RCV Product Details (N = 190) RCV Talk time Validity Yes 199 220 440 HCC ICC NCC SMS top up Card Rs. 50 Rs. 50 Rs. 99.80 Rs. 22/- Per Card Rs. 50 & Rs. 99.80 Rs. 50 & Rs. 99.80 Rs. 50 Per Card 15 Days 15 Days 30 Days NA 15 & 30 Days 15 & 30 Days 30 Days 196 196 196 193 193 193 193 Knowledge No 0 0 0 3 3 31 30

RCV Like 199, 220, & 440 mostly all the retailers know the talk time and validity. RCV like HCC, ICC, NCC & SMS Top Up cards are less known to the retailers as compared to the other RCVS

E RECHARGE & PAPER CHARGE Ratio Between E- Recharge & Paper Recharge (N= 199)
RATIO Airtel Hutch 1:1 1:1

Idea RIM

1:1 0:5

AIRTEL

TERRIF PLAN 1st Pref 2ND Pref

3rd Pref 28 25 5 5

COVERAGE
31 28 4 0

CUSTOMER SERVICE 1 10 33 19

VALUE ADDED SERVICE 0 2 21 39

4th Pref

50 40 30 20 10 0
TERRIF COVERAGECUSTOMER VALUE PLAN SERVICE ADDED SERVICE

1st Pref 2ND Pref 3rd Pref 4th Pref

AIRTEL Customers rank coverage to be primary importance. Second preference is given to tariff plan. They give least importance to value added service.

BSNL

TERRIF PLAN 1st Pref 2ND Pref

3rd Pref 43 22 3 2

COVERAGE
25 40 3 1

CUSTOMER SERVICE 0 6 52 12

VALUE ADDED SERVICE 1 2 12 55

4th Pref

60 50 40 30 20 10 0
TERRIF PLAN COVERAGE CUSTOMER SERVICE VALUE ADDED SERVICE

1st Pref 2ND Pref 3rd Pref 4th Pref

BSNL Customer rate tariff plan to be of first preference whereas value added service is ranked last.

HUTCH TERRIF PLAN 1st Pref 2ND Pref

3rd Pref 18 1 0 1

COVERAGE
5 13 0 0

CUSTOMER SERVICE 0 1 16 1

VALUE ADDED SERVICE 0 0 2 16

4th Pref 20 18 16 14 12 10 8 6 4 2 0

1st Pref 2ND Pref 3rd Pref 4th Pref

TERRIF PLAN

COVERAGE

CUSTOMER SERVICE

VALUE ADDED SERVICE

HUTCH customer rate tariff plan to be of primary importance. Second preference given to coverage. Third preference to customer service.

RIM TERRIF PLAN 1st Pref 2ND Pref

3rd Pref 55 20 7 5

COVERAGE
23 51 8 5

CUSTOMER SERVICE 3 11 59 14

VALUE ADDED SERVICE 4 5 13 65

4th Pref

70 60 50 40 30 20 10 0
TERRIF PLAN COVERAGE CUSTOMER SERVICE VALUE ADDED SERVICE

1st Pref 2ND Pref 3rd Pref 4th Pref

RIM Customers again give importance to tariff plan the most then comes the coverage. Third is customer service and value added service comes last.

TATA TERRIF PLAN 1st Pref 2ND Pref

3rd Pref 2 0 0 0

COVERAGE
0 2 0 0

CUSTOMER SERVICE 0 0 1 1

VALUE ADDED SERVICE 0 0 1 1

4th Pref

2.5

2 1st Pref 2ND Pref 3rd Pref 4th Pref

1.5

0.5

0
TERRIF PLAN COVERAGE CUSTOMER SERVICE VALUE ADDED SERVICE

TATA Indicom customers gives maximum importance to tariff plan. They gives least importance to customer service and value added services.

IDEA TERRIF PLAN 1st Pref 2ND Pref

3rd Pref 37 19 6 7

COVERAGE
25 37 7 0

CUSTOMER SERVICE 6 7 39 17

VALUE ADDED SERVICE 1 6 17 45

4th Pref

50 45 40 35 30 25 20 15 10 5 0
TERRIF PLAN COVERAGE CUSTOMER SERVICE VALUE ADDED SERVICE

1st Pref 2ND Pref 3rd Pref 4th Pref

First preference is give to tariff plan. Fourth preference is given to value added service.

Respondents 309

Excellent Good Average Poor Dont know

111 151 33 6 8

2%3% 11% 36%

Excellent Good Average Poor Dont Know

48%

Out of 309 respondents 111 rate Reliance 440 RCV to be excellent. 48% ranked it average 2% ranked it poor Whereas 3% are not above

Rate your service Provider

Airtel Excellent Good Average Poor Total 20 38 4 1 63

2% 6% 32% 60%

Excellent Good Average Poor

32% of the AIRTEL users ranked it excellent. 60% rate is good.

BSNL
Excellent Good Average Poor Total 3 51 15 1 70

21%

1%4%

Excellent Good Average 74% Poor

74% of BSNL users ranked it good. Only 4% rate it excellent.

HUTCH
Excellent Good Average Poor Total 0 16 2 0 18

11%

0%

Excellent Good Average 89% Poor

89% OF THE Hutch users ranked it good.

RIM
Excellent Good Average Poor Total 27 59 1 0 87

2% 31%

Excellent Good Average

68%

Poor

31% rate it excellent. 68% of the RIM users ranked it good.

Rim customers are most satisfied. Only 2% ranked it poor.

TATA INDICOM

Excellent Good Average Poor Total

1 3 0 0 2

25%

Excellent Good Average

75%

Poor

75% of TATA INDICOM users ranked it good. 25% of the TATA INDICOM users ranked is excellent.

RIM respondents are most satisfied.

IDEA
Excellent Good Average Poor Total 14 50 5 0 60

7%

0%

20%

Excellent Good Average Poor

73%

20% of IDEA users ranked it excellent. 73% of the IDEA users ranked it good..

POSTPAID MARKET SHAE OF POSTPAID AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 12 11 3 15 29 0

17%

0% 42%

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

16% 4% 21%

Postpaid Market is no that large as compared to prepaid market RIM stands in the first position by IDEA and AIRTEL.

MONTHLY BILL AMOUNT

Below 200 AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 0 0 0 0 0

Below 200 201-350 351-550 551-1100 1101 Above

0 16 30 20 4

0 4 2 3 2

0 1 1 1 0

0 1 9 5 0

0 6 15 7 1

MONTHLY BILL AMOUNT

35 30 25 20 15 10 5 0
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

Below 200 201-350 351-550 551-1100 1101 Above

AIRTEL Postpaid customers maximum of them are below 200. BSNL has maximum users therefore monthly Bill amount to varied categories including all 351-550, 551-1100 and 1100 above.

Rim users pay above 351-550 whereas 201-350 amount payers are least number.

MODE OF PAYMENT
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 0 0 0 0

CASH CHEQ CREDIT DEMAND DRAFT

12 0 0 0

8 1 1 1

3 0 0 0

15 0 0 0

26 1 1 1

Mode of Payment
30 25 20 15 10 5 0 AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

CASH CHEQ CREDIT DEMAND DRAFT

In all the service provider respondents mostly pay by cash in BSNL and RIM some pay by Cheq.

TIMELINENESS
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 0

10 days in advance 5 days in advance Just before due date Some time after due date Always after due date

13

14

TIMELINENESS
16 14 12 10 8 6 4 2 0
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

10 days in advance 5 days in advance Just before due date Some time after due date Always after due date

Rim Most of the customers get their bills 5 days and 10 days. BSNL Most customers of BSNL receive the bills before 5 days or just before due date. HUTCH All get the bill 5 day before due date.

OPTIONAL BILL ACCURACY

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 0 0 0 0

Excellent Good Average Poor

2 7 3 0

2 4 4 1

0 1 2 0

2 9 4 0

9 12 8 0

14 12 10 8 6 4 2 0
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

Excellent Good Average Poor

AIRTEL Customers find the accuracy to be good. BSNL Most of the customers find accuracy to be average. Some think is good.

HUTCH Fined accuracy to be average

RIM -

Customers find the accuracy of bill to be good so pint should be made the bills are accurate and satisfy the customer.

APPROCHED OUTLETS FOR COMPLAINT

AIRTEL

BSNL

HUTCH

IDEA

RIM

TATA INDICOM 0 0

Call Center Customised Shop None

2 4

2 4

1 0

2 5

10 12

14 12 10 8 6 4 2 0 RIM AIRTEL BSNL HUTCH IDEA TATA INDICOM

Call Center Customised Shop None

In Rim Most approach to customized shop Most of the respondents do not go for there problems.

ZERO RENTAL PLAN

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 1 2 0 2 0 0

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

1 1 0 2 0 0

0 0 0 0 0 0

0 0 0 0 0 0

0 0 0 2 0 0

2 2 0 5 13 0

zero rental plans

14 12 10 8 6 4 2 0
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

Most of the customer are aware of the Zero rental plan out of those who are aware maximum mark HUTCH and Rim followed by AIRTEL BSNL Doesnt provide this facility.

MARKET SHARE OF SERVICE PROVIDERS (BAREILLY) SERVICE PROVIDERS

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

SUBSCRIBERS 68 70 18 69 87 2

1% 22%

0% 20%

AIRTEL BSNL HUTCH IDEA

6%

28%

RIM TATA INDICOM

BSNL leads the market with 28% followed by IDEA 22% and AIRTEL with 20%. TATA INDICOM, HUTCH very less share in the market.

MARKET SHARE OF PREPAID/POSTPAID Prepaid

AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

Postpaid 12 11 3 15 29 0

Corporate 0 0 0 1 0 0

51 59 15 53 58 2

Market Share Prepaid/Postpaid

70

60

50

40

Prepaid Postpaid Corporate

30

20

10

0 AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

The above statistics show that percentage of prepaid user many times greater than that postpaid users. Clearly evident in case of all the companies

TARIFF PLAN/VOUCHERS

AIRTEL

BSNL

HUTCH

IDEA

RIM

TATA INDICOM 0 2 0 0

EASY AND SUIT EASY BUT NOT SUIT NOT EASY BUT SUIT Not Easy Not Suit

17 37 9 0

6 37 25 2

1 12 5 0

13 40 16 0

28 48 11 0

60

50

40

30

20

10

0 AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

EASY AND SUIT EASY BUT NOT SUIT NOT EASY BUT SUIT Not Easy Not Suit

RIM leads here due to its minimum rates the tariff plan suites the respondents SIRTEL stands second. BSNL stands third with its tariff plan suiting most of its customers.

TIME TO ACCESS CALL CENERS

AIRTEL

BSNL

HUTCH

IDEA

RIM

TATA INDICOM 0 2 0 0

Excellent Good Average Below average

14 28 19 2

0 20 30 20

4 8 3 3

13 37 14 5

18 40 21 8

45 40 35 30 25 20 15 10 5 0 AIRTEL BSNL HUTCH IDEA EASY AND SUIT EASY BUT NOT SUIT NOT EASY BUT SUIT Not Easy Not Suit RIM TATA INDICOM

The survey shows Rim to be on the top followed by AIRTE: and IDEA customer care is of primary importance today therefore all the queries of the customers.

Arte to be solved and each customer have to be given individual attention BSNL respondents rate it average.

VOICE QUALITY
AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM 0 2 0 0

Excellent Good Average Below average

17 37 9 0

6 37 25 2

1 12 5 0

13 40 16 0

28 48 11 0

60 50 40 30 20 10 0 AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM

Excellent Good Average Below average

RIM provider the best voice quality but still respondents rate is good BSNL stands second with maximum customers rating good AIRTEL ranks third with satisfactory voice quality.

CALL DROP

AIRTEL

BSNL

HUTCH

IDEA

RIM

TATA INDICOM 0 0 2 0

Excellent Good Average Below average

31 29 3 0

13 34 23 0

4 9 5 0

28 32 7 4

32 46 9 0

50 45 40 35 30 25 20 15 10 5 0 AIRTEL BSNL HUTCH IDEA RIM TATA INDICOM Excellent Good Average Below average

RIM ranks first while considering call drops in the middle of the conversation so a company has to look that call drops dont occur that often AIRTEL is in the second position. HUTCH is ranked third.

BAREILLY Customers Usage of Mobile Service in Bareilly Sample size 101 Customers

Respondents reported a bigger share in the market for RIM. TATA INDICOM showed a low share again being a new entrant in the market. SERVICE PROVIDER RIM BSNL AIRTEL IDEA HUTCH TATA INDICOM TOTAL NO. OF CUSTOMERS 30 23 21 20 5 2 101

Study in the city of Bareilly showed a greater share for RIM in the market. Other major competitors in the market are BSNLK, IDEA and AIRTEL, Rim has emerged as a major player in this market because of good connectivity and low call rates.

CUSTOMER USAGE PATTERN IN BAREILLY

2% 29%

21%

23% 20% 5%

Connection usage in Bareilly

Respondents report higher usage for prepaid connections. Substantial percentage (84%) were users of prepaid connections Only 16% of mobile service users have a post paid connection. Numbers 84 17 101 percentage 84% 16% 100%

Connection type Prepaid Postpaid Total

Most of the mobile customers were found to be using prepaid connection This shows that customers had no problem in spending for the value to be used later. Thus giving huge sums of money to the companies in advance. Prepaid connections are more convenient to use than post paid as the user does not have to face the billing hassles..

Distribution of Prepaid and Postpaid Users Company AIRTEL BSNL HUTCH RIM TATA INDICOM IDEA Postpaid Users 18 21 3 26 2 13 Prepaid Users 3 2 2 4 0 6

Prepaid Users

IDEA, 16% TATA INDICOM, 2%

AIRTEL, 22%

RIM, 31% HUTCH, 4%

BSNL, 25%

Postpaid Users

IDEA, 13 TATA INDICOM, 2

AIRTEL, 18

RIM, 26 HUTCH, 3

BSNL, 21

Rating Service Provider

Company Total Surveyed 21 5 23 30 2 20 Number Excellent Good Average Below Average

AIRTEL HUTCH BSNL RIM TATA INDICOM IDEA

29% 0% 9% 34% 0% 35%

71% 100% 52% 66% 0% 65%

0% 0% 39% 0% 100% 0%

0% 0% 0% 0% 0% 0%

Most of the respondents rated their service provider as good. None of the service providers were rated below average

Interestingly around 65% of the users have rated their service providers as good. RIM has got a good response in this market with 66% rating the services as good and 34% as excellent Thus with quality services RI M has emerged with a considerably high market share. .

Brand Recall
The four major competitors in the market of MEERUT were recalled in somewhat similar percentage. When the customers were asked to recall one service provider 27% of the total 101 customers recalled IDEA as the first name. IDEA however was recalled first by maximum number of respondents. Thus IDEA occupied the maximum position in the minds of the customers because of its heavy promotional campaigns on television and other media.

BRAND RECALLED SECOND

RIM occupied the first slot at the second place when the customers search in their mind to recall the brands. The survey also showed that 65% of Airtel users recalled their brands the first option. 70% of BSNL users recalled their brands the first option. 40% of Hutch users recalled their brands the first option. 75% of Idea users recalled their brands the first option. 57% of RIM users recalled their brands the first option. 50% of Tata users recalled their brands the first option.

Brand Association
Brand association of the Respondents was tested by asking them to associate certain Punch lines with the respective brands.

100% of the respondents were able to associate RI M punchline Brand association was minimum for Hutch which interestingly spends a considerable amount on promotional campaigns.

TOTAL NO. OF RESPONDENTS 1 01 BRAND AIRTEL RIM PUNCHLINE EXPRESS YOURSELF KAR LO DUNIYA MUTTHI MEIN BSNL HUTCH CONNECTING INDIA WHEREVER U GO OUR NETWORK FOLLOWS IDEA CAN CHANGE YOUR LIFE 89% 78% 72% PERCENTAGE 90% 100%

Brand association for RIM Kar Lo Duniya Mutthi Mein" rated 100% by the respondents Was very high recall of the brand association. Punchline has no doubt helped placing the RIM brand in the customers mind.

BRAND ASSOCIATION

AIRTEL RIM BSNL HUTCH IDEA As perceived nearly 100% of RIM users could recall their punchlines which was highest in comparison to other users of service provider who could recall their own punchline

Brand Visibility
Brand visibility is another important determinant of brand recall and brand association.

Respondents rated Airtel and Idea as brands with highest visibility of 31 % Tata Indicom has the least visibility in Bareilly of just 2%

BRAND VISIBILITY
Brand visibility of the companies is dependant on the media strategy for the brand. RIMs visibility in this market seems to be good but on the whole RIM should concentrate on better promotional strategies to create better brand visibility.

Major Media Source

The customers asked to choose the advertising media which forms the major source of information. For the advertisements to be effective the media source is important. 38% of the respondents selected TV commercials as their major media source. Magazines and radio were rated as the least preferred media. TV Commercials formed the major media source as advertisements in between TV programmes are unavoidable and also audiovisual advertisements have a greater impact than only visual or audio information. RIM in order to improve its visibility and brand awareness should concentrate more on TV commercials. In order to understand the media strategy and success of various brands customer ratings were also taken for different advertising media

BRAND VISIBILITY ON VARIOUS MEDIA

AIRTEL BSNL HUTCH RIM TATA INDICOM

55% 14% 8% 12% 5%

41% 10% 21% 13% 6%

15% 14% 14% 20% 5%

36% 14% 9% 16% 1%

17% 14% 5% 6% 9%

34% 10% 16% 24% 11%

Brand Visibility of Various Media

60% 50% 40% 30% 20% 10% 0% AIRTEL BSNL HUTCH RIM TATA INDICOM

Airtel showed the maximum percentage in newspapers, magazines and internet. In TV Commercials which is the most popular media source Airtel again has the maximum share

RIM has the maximum percentage in hoardings

Value Added Services

HUTCH and RIM users were asked to rate HUTCH TV and R WRLD respectively On the basis of these ratings comparison between HUTCH TV and R WORLD was made. Both R WORLD and HUTCH TV were rated excellent by 20% users

HUTCH TV got a better response in Bareilly than R World . This may be because the numbers of users surveyed for Hutch were very low.

Reason for using RIM

The reason most apparent for using RIM is Low Call Rates.

REASON
LOW CALL RATES CONNECTIVITY BRAND NAME 67% 13% 10%

PERCENTAGE

PEOPLES ADVICE R WORLD

3% -

Apart form low call rates none of the reason seem to form a major driving force for using RIM. Thus RIM should concentrate on improving its R WORLD services and creating more awareness for the service.

CONCLUSION

Market segmentation, target marketing and Positioning are the key factors for any service or product to be successful. A mlange of consumer segmentation variables, including geographic, demographic, psychographic and behavioral characteristics is a prerequisite for any product/service to reach out to its customers, as it is the use of multiple segmentation bases. The importance and reasons for segmentation, targeting and positioning can be very well portrayed through several examples of Fortune 500 companies. Segmentation outlines the companys opportunities, but target marketing is where the marketing manager makes his or her money. Turning the segmentation opportunities into real markets is the real focus. Methods of evaluating the market segments are the various levels of targeting: undifferentiated or mass marketing; differentiated marketing; concentrated marketing; and micromarketing. Choosing the target marketing strategy is described as dependent on many variables, such as company resources, how variable the product is, and the stage of the product life cycle. But while a company is targeting important segments, it must take care not to cause any controversy or concern. For instance, companies that have targeted their premium cereals primarily to children have been called to task for their practices, as have cigarette companies that seem to have targeted the youth market in their chosen advertising vehicles. Finally, a company has to figure out the best way to position itself for competitive advantage. Positioning involves implanting the brands unique benefits, and differentiation in customers minds. The finding of this project really indicates the conclusion that goes like this- "Though RELIANCE INDIA MOBILE communications has a strong and influential presence in the market the retailers are losing interest in its business"

REASON:
Increasing competition is acting like funnel for dissatisfaction to pour down in the retailer's hearts. Other companies are numerically more attractive than reliance, which is a bit slow in adopting the changes in environment and a slow change is no change. For example: -if we see the findings -a majority of retailers had less than 20 81M cards which expose their hesitation in blocking their money for a product that yields nominal profits. Rather they would like

to invest the amount in any other company's cards or vouchers that bring in profits as much as price. And for a person who is in business profits means a lot. On a contrary, there are a few companies -loyal also who too face the troubles. They strongly feel the necessity of a major shift now. If the situation persists how long they will be with the company is not difficult to imagine. Concluding the topic it goes without saying that there has been a significant drop in the level of retailer's satisfaction and information level with the company's services. This is particularly more so due to the presence of some big banners such as IDEA & AIRTEL...No doubt RELIANCE is still number one in western U.P. But the increasing market share of AIRTEL & IDEA could give a sleepless nights to the RELIANCE in future if the 'situation remains the same.

RECOMMENDATIONS

The survey which I conducted gave me the impression that RELIANCE is facing a tough competition with AIRTEL & IDEA and resulting in decline in sales and also in retailers confidence on HUTCH. Therefore I feel that some minor changes in the company's policies and working patterns would work as a boon to win back the retailer's confidence. First of all the company should keep strict eye on its sales people and their working style. Make sure that the latest company's schemes and offers reach the retailers on time. The POP material should be designed in such a way that they contributed to create a good ambience of the retailer shop. Therefore the sale people should be instructed to place these POP in proper place to attract more & more customers. A good ambience created by the POP materials also can motivate the retailers. It is seen that the customers who purchase handset from one store would like to purchase SIM card from that store. So company should focus on these retailers. The company should organize regular company retailers meet where retailers can express Themselves freely. On the occasion the company may also felicitate the target achievers, Which in turn will boost up their morale? To increase the information level of the retailers, the company should also organize regular workshop to train the retailers, which in turn can help retailers to give answers to all the queries of the customers so that retailers can communicate properly about benefits of using RELIANCE over its competitors. To motivate retailers the company should offer retailers various gifts and offer on regular basis. It is seen that the promotional activities of reliance is not so intense as its competitors. The company should invest more in these activities like advertising on print media or television etc.

 To face the GSM players like IDEA, the company should communicate properly with customers to tell them about the benefits of COMA Technology and also about hidden cost that involves in the competitors latest offer but all should be done in ethical ways. RELIANCE should look for exploring the unexplored but potential areas to establish as a national player which would also bring more credibility about the company. All the aforesaid recommendations are purely based on my own experience still they are viable enough for the company to give them a thought.

BIBLIOGRAPHY Saxena, Rajan (2009), Marketing Strategies, Prentice Hall of India

QUESTINNAIRES

NAME:.. PHONE NO.: ADDRESS:. MOBILE NO.:.. 0.1: Which brands are available in your counter? I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ( ) ) III. BSNL VI. Tata Indicom ( ( ) )

Q.2: For which brand, you sold maximum connection last month: I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ) III. BSNL VI. Tata Indicom ( ( ) )

( )

0.3: Which brand RCV have maximum sale during last month: I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ( ) ) III. BSNL VI. Tata Indicom ( ( ) )

Q.4: Which brand distributor have maximum visit to your shop: I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ( ) ) III. BSNL VI. Tata Indicom ( ( ) )

Q.5: Which brand is most popular nowadays? I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL VI.Tata Indicom ( ) ( )

QUESTIONNAIRES

NAME:... PHONE NO. ADDRESS:. MOBILE NO.:. Q1: Which brands RCV availability is easy: I. Idea IV. Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL VI. Tata Indicom ( ) ( )

0.2: Which brands SIM availability is easy: I. Idea IV. Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL VI. Tata Indicom ( ) ( )

Q.3: Which brands user use maximum caller tunes? I. Idea IV. Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL VI. Tata Indicom ( ) ( )

0.4: Which RCV have sold maximum nowadays: 1.199 IV.HCC ( ) ( ) II. 220 V. ICC ( ) ( ) III. 440 VI. NCC ( ) ( )

0.5: which sets of RIM have you sold maximum: I. Samsung SLIM III.LG5130 ( ) ( ) II. LG 2330 IV. LG 6130 ( ) ( )

QUESTIONNAIRES

NAME:.PHONE NO.:... ADDRESS:. MOBILE NO.:..

Q.1: For buying a new connection, what will be your first preference? I. Tariff plans ( ) II. Coverage area ( )

III. Customer services ( )

IV. Value added services

( )

0.2: Through which mode you pay your bill: I. Cash III. Credit Card ( ) ( ) II. Cheque IV. Demand Draft ( ) ( )

Q.3: About your connection, to which place you submit your complain: I. Call Center III. Head Office ( ) ( ) II. Customized Shop ( ) ( )

IV. None

Q.4: Do you know about 'Zero Rental Plan: I. Yes Q.5: How do you find your tariff plan: I. Easy & suit III. Not easy but suit ( ) ( ) II. Easy but not suit IV. Not easy not suit ( ) ( ) ( ) II. No ( )

QUESTIONNAIRES

NAME:. PHONE NO... ADDRESS:. MOBILE NO...

Q.1: Do you know about RCV details for RIM: I. Yes ( ) II. No ( )

Q.2: Do you know about SMS Top up card details for RIM: I. Yes ( ) II. No ( )

Q.3: Do you think E-recharge is easy and convenient: I. Yes ( ) II. No ( )

0.4: Do you think paper recharge is easy and convenient: I Yes ( ) II. No ( )

QUESTIONNAIRES

NAME:. PHONE NO. ADDRESS: MOBILE NO.:... Q.1: Which brands coverage area is better on Road: I. Idea IV. Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL VI. Tata Indicom ( ) ( )

Q.2: Which brands coverage area is better on Basement: I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL ( ) ( )

VI. Tata Indicom

Q.3: Which brands coverage area is better on Highway: I. Idea ( ) II. Airtel ( ) III. BSNL ( )

IV.Hutch

( )

V. RIM

( )

VI. Tata Indicom

( )

Q.4: Which brands coverage area is better on Hospital: I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL ( ) ( )

VI. Tata Indicom

Q.5: Which brands coverage area is better on Airport: I. Idea IV.Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL ( ) ( )

VI. Tata Indicom

QUESTIONNAIRES

NAME:. PHONE NO. ADDRESS: MOBILE NO.:... Q.1: Which brand's service is faster: I. Idea IV. Hutch ( ) ( ) II. Airtel V. RIM ( ) ( ) III. BSNL VI. Tata Indicom ( ) ( )

Q.2: Which brand's connection you are using:

I. Idea IV.Hutch

( ) ( )

II. Airtel V. RIM ( )

( )

III. BSNL ( )

( )

VI. Tata Indicom

Q.3: Which type of connection you are using: I. Postpaid Q.4: Is your bill accurate: I. Yes ( ) II. No ( ) ( ) II. Prepaid ( )

Q.5: Have you any problem for the delay in network: I. Yes ( ) II. No ( )