PREFACE

A mobile phone or mobile, as well as cell phone, cellular phone, cell,

wireless phone, cellular telephone, mobile telephone or cell telephone) is
a long-range, electronic device used for mobile voice or data communication
over a network of specialized base stations known as cell sites. In addition to
the standard voice function of a mobile phone, telephone, current mobile
phones may support many additional services, and accessories, such as SMS
for text messaging, email, packet switching for access to the Internet,
gaming, Bluetooth, infrared, camera with video recorder and MMS for
sending and receiving photos and video, MP3 player, radio and GPS. Most
current mobile phones connect to a cellular network of base stations (cell
sites), which is in turn interconnected to the public switched telephone
network (PSTN) (the exception is satellite phones).
 CONTENT

INTRODUCTION
COMPANY PROFILE
KNOWLEDGE ABOUT COMPANY
OBJECTIVE OF THE SURVEY
RESEARCH METHODOLOGY
HYPOTHESIS
COLLECTION OF DATA
QUESTIONNAIER
DATA ANALYSIS AND INTERPRETATION
FINDING AND SUGGESTION
CONCLUSION
BIBLIO GRAPHY
APPENDIX
COMPANY PROFILE
 BHARAT SANCHAR NIGAM LTD.

On October 1, 2000 the Department of Telecom Operations, Government of

India became a corporation & was enriched Bharat Sanchar Nigam
Limited (BSNL). Today, it is the No.1 Telecommunications Company and
the largest Public Sector Undertaking of India with authorized share capital
of $ 3977 million and net worth of $ 14.32 billion. It has a network of over
45 million lines covering 5000 towns and with over 35 million telephone
connections.

With latest digital switching technology like OCB, EWSD,AXE-10,

FETEX, NEC etc. and widespread transmission network including

SDH system up to 2.5 gbps, DWDN system up to 80 gbps, Web Telephony,

DIAS, VPN, Broadband and more than 400,000 data customers, BSNL
continues to serve its great nations.

Its responsibilities include improvement of the already impeccable quality

telecom services, expansion of telecom network, introduction of new
telecom services in all villages and instilling confidence among its
customers.

BSNL has managed to shoulder these responsibilities remarkably and deftly.

Today with over 45 million line capacity, 99.9% of its exchanges digital,
nation wide Network management & surveillance system (NMSS) to control
the telecom traffic and over 4, 00,000 route kms of OFC network, Bharat
Sanchar Nigam Limited is a name to reckon with in the world of
connectivity. Along with its vast customer base, BSNL’s financial and asset
bases too are vast and strong. Consider the figures, as they speak volumes ob
BSNL’s standing;

The Telephone infrastructure alone is worth about Rs. 1, 00,000 crore (US $
22.74 billion)
Turnover of Rs. 31,400 crore (US $ 7014 billion)

Add to which, BSNL’s nationwide coverage and reach, comprehensive

range of telecom services and a penchant for excellence; and you have the
ingredients for restructuring India for a bright future. Today, BSNL is most
trusted Telecom Brand of India.
As largest telecom operator, BSNL provides backbone to the information
society in India. Being a communications leader of the country. BSNL
appreciates and fully understands significance of cyber security. We would
like to assure our customers that BSNL will take necessary measures to
safeguard the security of network and protect critical information
infrastructure from any possible invasion.
We are committed to provide world class state-of-the-art telecom service to
our customers. In this endeavor we have introduced various value added
services. We will shortly introduce prepaid service for our landline
customers also. We also have plans to provide 10 million phone
connections, 8lakh internet and 6lakh broadband connections during the
current financial year. Board of directors corporate structure of BSNL Board
consists of CMD & Five full time Directors Human Resource Development
(HRD), Planning & New Services, Operations, Finance and commercial &
Marketing, who manages the entire of BSNL operations. There are three
other Directors in the full BSNL.
 CMD-Shri A.K. Sinha

Shri A.K. Sinha joined the Indian Telecommunication Service of Govt. of

India in the years 1969. He is B.sc (Engineering) from MIT muzaffarpur
prior to joining India Telecom Service he worked as a Lecturer at Bihar
College of Engineering, Patna.
Shri A, K. Sinha has wide experience in installation and commissioning of
various switching systems in the network of Calcutta Telephones and Delhi
Telephones. While working as Divisional Engineer (Installation), he was
instrumental in commissioning first c-400 type Japanese Telephones. Has
got installed c-400and many Analog as well as Digital Telephone
Exchanges. He has taken extensive training both within the country and
abroad in various Telecom Switching Systems and many other important
fields of Telecommunications. He has also worked for three years on
deputation to the Telecom Department of Government of Nigeria as
Principal Engineer Training. Shri Sinha has worked as Chief General
Manager of Andaman and Nicobar Island Telecom Circle and Jharkand
Telecom Circle. Shri Sinha joined as CMD BSNL on 16.09.2004. Prior to
joining as CMD, he was working as Sr. DDG (Switching) in BSNL
Corporate Office.

Director (Operations)- Shri J.R. Gupta

Shri J.R. Gupta is an Electrical Engineer, graduated from Punjab

University. He joined the Indian Telecom Service of the DOT through a

country wide competitive examination in December 1972. During the last

more than 33 Years, he had various important & responsible positions in the

DOT. He has worked for installation/commissioning of Telecom

Transmission Projects, Planning, Network Operations and Maintenance,

Human Resource Development, Regulatory Affairs, and Licensing and

Standardization. Before joining the BSNL Board, as Senior Director

General, he was heading the Telecom Engineering Center of DOT, which is

a reputed institution that works on Telecom Standardization Engineering,

evaluation of Telecom Projects, Services and Networks.

Director (Planning & New Services)- Shri R.L.Dube

Shri R.L. Dube joined the Department of Tele Communication as ITS

Group “A” officer in the year 1971. He is B.E. (Electrical) from

Allahabad University. He has served in various capacities at number of

stations viz. Delhi, Patna, Ahmedabad, Mumbai, Bhopal, Indore and Pune.

His filed of specialization is “Telecom Management”. Shri Dube has many

firsts in Telecom network in India in his name like introduction of STD

PCOs, computerization of FRS & commercial system, Introduction of

modern customer care centers issuance of pagers to telecom field staff for

prompt customer care etc. Shri Dube has taken training on latest telecom
technologies in countries like France, Germany, Switzerland and Sweden.

Before joining BSNL as Director (Planning & NS) on 15th December 2004,

he was working as Executive Director (MTNL), Mumbai.

Shri G.S.Grover belongs to 1970 batch of Indian Telecom Service. He is BE

(electrical) from MACT Bhopal and PhD from IIT Delhi. He has worked in

the Department in different capacities as Area Manager, General Manager

Projects, General Manager Telecom, Chief Vigilance Officer, and

Department of Telecommunications.

He has joined as Director (Commercial & Marking) BSNL on 01.05.2005.

He is responsible for the activities relating to Cellular Mobile Services,

Commercial, New Services, Regulatory matters and Business Development.

Director (HRD )- Shri Niranjan Singh

Shri Niranjan Singh joined the Indian Telecommunication Service of

Government of India in the year 1971. He is B.Sc. (Electrical

Engineering) from Aligarh Muslim University with specialization in

communications. Shri Singh was deputed to Kingdom of Saudi Engineer-

cum- Quality Surveyor in Telecom Operations and maintenance projects of

Eastern Province and also as Project Director of Saudi Telecom external

plant expansion project in the capital city of Riyadh during 1985-90. Shri

Singh visited countries like USA, UK, Germany. Sweden, Bahrain,

Singapore, Malaysia and Hong Kong to get excellent exposure of

management of telecom systems at international level. Before joining as

Director (HRD) Mr. Singh held the charge of Chief General Manager

(south) and Principal Chief General Manager (Operations) in HTML. Shri

Singh as Direcrtor (HRD) on Ist May 2005. He is responsible for

formulating and implementing policies pertaining to personnel, industrial

relations, training, performance management, employee’s productivity etc.

of BSNL.
SERVICE OF BSNL
 Basic Telephone Services

The Plain old, Country wide telephone Service through 32,000 electronic

exchanges. Digitalized Public Switched Telephone Network (PSTN) with a

host of Phone plus value additions.

Data One

BSNL launched Data One broadband service in January 2005 which shall be

extended to 198 cities cities very shortly. The service is being provided on

existing copper infrastructure on ADSL technology. The minimum speed

offered to the customer is 256 kbps at Rs. 250/- per month only.

Subsequently, other services such as VPN, Multicasting, Video

Conferencing, Video-on-Demand, Broadcast application etc will be added.

 VISION

To become the largest telecom Service Provider in South East Asia.

MISSION

i. To provide world class State-of -art technology telecom services on

demand at affordable price.

ii. To Provide world class telecom infrastructure to develop the country’s

economy.

OBJECTIVES

To be a Lead Telecom Services Provider.

Build customers confidence through quality and reliable service.

Provide Bandwidth on demand.

Contribute towards:
 INTERNET

Keeping the global networks networked, the countrywide Internet Services

of BSNL under the brand name includes Internet dial up/ Leased line access,

CLI based access (no account is required) and DIAS service, for web

browsing and E-mail applications. You can use your dialup Sanchar net

account from any place in India using the same access no ‘172233’. the

facility shish no other ISP has. BSNL has customer base of more than 1.7

million for Sancharnet service. BSNL also offers Web hosting and co-

location services at very cheap rates.

ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique

digital network providing high speed and high quality voice, data and image

transfer over the same line. It can also facilitate both desktop video and high

quality video conferencing.

 Intelligent Network

Intelligent Network Service (In Service) offers value-added services, such

as:

Free Phone Service (FPH)

India Telephone Card (Prepaid card)

Account Card Calling (ACC)

Virtual Private Network (VPN)

Premium Rae Service (PRM)

Universal Access Number (UAN) and more I- Net

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various

application on point to point basis. it offers a choice of high medium and

low speed leased data circuits as well as dial-up lines. Bandwidth is

available on demand in most cities. Managed Leased Line Network (MLLN)

offers flexibility of providing circuits with speeds of 64 kbps up to 2mbps,

useful for Internet leased lines and International Principe Leased Circuits

(IPLCs).
 Wireless in Local Loop

This is a communication system that connects customers to the Public

Switched Telephone Network (PSTN) using radio frequency signals as a

substitute for conventional wires for all or part of the connection between

the subscribers and the telephone exchange.

Countrywide WLL is being offered in areas that are non - feasible for the

normal network.

Helping relieve congestion of connections in the normal cable/wire based

network in areas.

Connecting the remote and scattered rural areas.

Limited mobility without any air-time charge.

Why Choose BSNL’S TARANG CDMA Mobile

BSNL’s WLL Tarang service is the most reliable and affordable service

giving you the set of both fixed line telephone & Mobile telephony. It offers

host of value added services at virtually no cost to our esteemed subscribers.

Customer may get the handset by paying premium approx. Rs. 20 /-Per

month only for the comprehensive policy taken for the cost of handset.
With the convergence of technologies, catalyzed by the global IT revolution
the world is witnessing change as never before in recorded history. In the
realm of telecommunication, the change and the pace of it are more
pronounced - from basic telephony to voice, video and data services, and
from bandwidth on demand to virtual private networks, IT is making the
entire plethora of BSNL's telecom services expand. And, being rapidly
implemented as the backbone for running customer-friendly services:

FRS (Fault Repair System), DQ (Directory Enquiry), IVRS (Interactive

Voice Response System) and accounting and billing systems are already
operational at BSNL.
DOTSOFT , an integrated commercial & FRS package being inducted
countrywide, to provide single window convenience.
Telephone Directory on CD ROM and on the internet.
Infrastructure, technology and expertise for full service support to e-
commerce enterprises.
 BSNL MOBILE

India's fastest growing cellular service , along with postpaid and prepaid
services brings cellular telephony to the masses, through innovative
technology and strategic pricing.

This ambitious service uses state-of-the-art GSM technology to attain global

excellence and leadership in business. Our entry into this sector has brought
GSM cellular service at an affordable cost to the common man. All serving a
single objective, to provide better communication to millions across
India.
Customers have reposed tremendous faith in BSNL and it has enrolled over
30 Lakh Cellular customers within ten months of launch of Cellular service,
an unprecedented mark in Indian Cellular Market.

Why should you choose BSNL Mobile?

• For the first time in the country, all major towns and cities are covered
through our network
• All major national and state highways are covered
• National and International SMS facility
• International roaming available for more than 300 networks across the
world
• The facility of one number roaming across the country
• Appropriate and reasonable tariff packages to suit every pocket
• Absolute transparency in billing. All regular features of cellular
telephony, such as SMS as well as advanced features like MMS are
available.
• 24 Hour helpline all across the country.
• The only Mobile service available through out the country including
Jammu and Kashmir and North Eastern states like Arunachal Pradesh,
Nagaland, Mizoram etc.

BSNL Service Plus:

CellOne provides a number of Value Added Services. These services helps
BSNL serve you better & enhance the ease & quality of communication thus
bringing global connectivity at your doorstep.
Voice Mail Service
Value Added Services SIM Based service SMS based
 Services
Short Message Service (SMS)
Group Messaging
National & International roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
Unified Messaging Services: This provides Voice mail, FAX, e-
mail, text to voice
services on your mobile phone. So stay in touch with your nears
and dears by
means you like the most.
Wireless Application Protocol (WAP): Surf WAP enabled
websites on Internet using
this service.

BSNL Mobile offers you a host of value added services and unmatched
features not found in any other Cellular service As a proud subscriber of
BSNL Mobile service you will stay in touch with your nears and dears any
where in India because BSNL Mobile is the only Cellular service which is
available in all major cities and covers all major highways. BSNL Mobile
gives you all India roaming facility (including Delhi and Mumbai) and
International roaming facility to more than 300 networks across the world.
As a BSNL Mobile subscriber you will enjoy benefits like:
A host of value added services are also available at very economical
charges:
Voice Mail Service
Short Message Service (SMS)
Group Messaging
National and International Roaming
Call forwarding
Corporate Virtual Private Network
Call conferencing
Friend and Family Talk
Call waiting and Call holding facility
In services like Prepaid cards, Universal Access No.split
charging,VPN etc

BSNL
Mobil
e
Tariffs
Get 200 SMS (within LSA) free on every new connection (Postpaid or
Prepaid)

Get a fancy (vanity) number of your choice on lower rates (Postpaid or

Prepaid)

BSNL Mobile Post paid service

Plan 99
Plan 198
Plan 225
Plan 325
Plan 425
Plan 525
Plan 725
Plan 999
Optional Services(SMS,VMS,E-mail etc.
Domestic SMS
International SMS
CLIP
GPRS
WAP
MMS
Voice Mail
Corpaorate & Non Corpoarte VPN
Zonal corpaorate & Non Corpoarte VPN/CUG
Unlimited and concessional VPN packages between
BSNL fixed and BSNL cellular service.
Compare various plans
International roaming tariff

BSNL Mobile Prepaid service

BSNL Mobile Prepaid
Prepaid Anant (Lifetime prepaid)
Own Your Vanity Prepaid worth Rs. 3000/-
See Card Options
Optional Services (SMS, VMS etc)
Postpaid Plans
(updated on 31.03.2009)
 *Plan- *Plan-
Particulars Plan-99 Plan-198 Plan-325 *Plan-525 Plan-725 Plan-999
225 425

1. Initial one time payment in Rs.

a. Registration
500 500 500 500 500 500 500 500
amount in Rs @

b. Activation Charges 100 100 100 100 100 100 100 100

2. Security Deposit in Rs. #

a. Local 500 500 500 500 500 500 500 500

b. Local+STD 1000 1000 1000 1000 1000 1000 1000 1000

c. Local+STD+ISD 2000 2000 2000 2000 2000 2000 2000 2000

d. Local+STD+ISD+
International 5000 5000 5000 5000 5000 5000 5000 5000
roaming

3. Fixed Monthly
99 198 225 325 425 525 725 999
Charges in Rs.

4. Free calls
/month (Worth 0 0 125 150 175 300 0 999
Rs.)

4.1 Free Calls Local

50 50 Nil Nil Nil Nil unlimited Nil
in Min*

4.2Free Calls STD

Nil Nil Nil Nil Nil Nil 725 Nil
in min*

Particulars Plan-99 Plan-198 Plan-225 Plan-325 Plan-425 Plan-525 Plan-725 Plan-999

5. Call Charges/Min in Rs.

6. Pulse rate (For

intra/inter circle 60 60 60 15 60 15 60 15
calls)

A. Intra circle calls (Rs./Min) (Local Calls)

(i) To GSM
1.00 1.00 0.60 0.50 0.50 0.40 0.00 0.60
(Own network)

(ii) To GSM (Others

1.00 1.00 0.60 0.50 0.50 0.40 0.40 0.60
network)

(iii) To Fixed/WLL
1.00 1.00 0.60 0.50 0.50 0.40 0.00 0.60
(Own network)

(iv)To Fixed/WLL
1.00 1.00 0.60 0.50 0.50 0.40 0.40 0.60
(Other network)
Reduced call charges to
any two BSNL
0.20 0.20 0.20 0.20 0.20 0.20 0.00 0.20
numbers(one Landline
number is mandatory)
Night Calling (Own
NA NA 50% 50% NA Free Free Free
Network)^
B. Inter Circle Calls(Rs./Min) (STD Calls)
 NOTE

@Registration charge is applicable when connection is not available on demand. It is a non-interest bearing charge
and adjustable in the first bill.
200 free SMS within LSA will be allowed to all new activations to be utlised within first two months @ 100 SMS per
month.

#Security deposit:

a) It is non-interest bearing & refundable upon surrender subject to clearance of all dues.

b) No security deposit is required for Local/STD facility from the following categories.
i) BSNL employees ii) Existing BSNL subscribers upon request with conditions as per Sub note-1 iii)
Employees of Central/State Government and Central PSUs iv) Bank employees who give ECS mandate from
their own bank Central/ State Government & Central PSU's iv) Corporate Customers taking minimum 5
connections in corporate name.
Sub Note-1
(a) Fill up a mandate form to allow existing deposit of PSTN phone towards outstanding of the cellular
phone.
(b) Telephone to be applied in the same name as PSTN.
(c) Category of mobile connection will remain same as of PSTN (Local/STD).

* Free calls are allowed in Own Network from home LSA only.
*One India plan 299 has been merged with plan 225. Free Roaming plan 550 has been merged with plan 525. As
such, subscribers of plan 299 and plan 550 will be migrated by default to plan 225 and plan 525 respectively
*Tariff under plan 490 has been rationalized and fixed monthly charge has been reduced from Rs.490 to Rs.425

$ Reduced call charges facility can be availed on two selected BSNL numbers
i) Option I: Two Intra circle numbers- One Fixed/WLL number is mandatory.
ii) Option II. One Inter circle & One Intra circle number – Fixed/WLL number is mandatory for Inter circle
call.

^ Night speak facility in Own Network @ 50% of the normal call charges applicable in the respective plan:
i) Available during 2300 Hrs to 0700 Hrs.
ii) Not applicable to reduced call charge facility between two selected BSNL numbers.
iii) Applicable only in Home LSA.
# Own network / Other network

♦ Outgoing or Incoming call charges & SMS charges- as per charges levied by foreign operator (inclusive of all
taxes) + surcharge of 10% on such amount. In case foreign operators do not levy any charges for incoming calls,
then Rs.40/- per minute + actual ILD charges applicable.

NA-Not Applicable, O/G- Outgoing, I/C-Incoming

ii. Add-on plan in the form of rent free plan 99 may be allowed to BSNL’s loyal customers having
connections under high end plans with FMC of Rs.525 & above and have completed 6 months in BSNL with
the following terms and conditions:-
 Security deposit- NIL
Activation Charges- Rs.100
Fixed Monthly Charges NIL
Call between main and add-on number- Free
Free call/SMSs NIL
Reduced rate calls (Local/STD) Not allowed
All other charges As per plan 99
Note:- The disconnection of the main number will automatically disconnect the Add-on number. An under
taking from the subscriber of main connection may be obtained for payment of all dues of the Add-on
number.
iii. Optional SMS pack is offered under all post paid plans.
Ø Monthly Fixed Charges Rs.25
Ø Rate per P2P SMS (Any Network)
(i) Local @ Rs.0.05, (ii) National @ Rs.0.40
Note: This facility of reduced rate will not be available on these festive occasions i.e. New Year (31st Dec &
1st Jan), Valentine day, Diwali & Christmas Day.
iv. Activation charges of Rs.100 may be waived-off for corporate customers taking minimum 5
connections at a time with a minimum commitment of 6 months.
v. Reconnection charges for connections already surrendered/disconnected within past 6 months
may be waived off subject to clearing of all previous dues.
vi. Annual Payment Option for all postpaid plans will be available with two months FMC discount
when payment is made at a time in advance.
vii. Service tax as applicable will be extra.

This Tariff will be implemented with effect from 01.04.2009.

OBJECTIVES

It is very important to set objective clear before conducting research. If the

objectives are clear than the research may become waste and disadvantage
for whom it is conducted.

To make the Goals very clear, were chosen the following objectives:
1) Determining the History of BSNL

2) Determining the Brand Value of BSNL in market.

How what people about Vodafone in term of Price Rate, utility and Network
Selections.

3) Determining the Percentage of Average Monthly telecom spent by

users.
How much telecom spent by users in month. It is helpful for determining the
percentage of users which maximum spent in Month

5) Determining the Percentage of awareness and users of BSNL.

The objective of this research is increase the awareness of Bharat Sanchar
Nigam Ltd. and users of CellOne.

6) Determining the Brand Value of BSNL in market.

How what people about BSNL in term of Price Rate, utility and Network
Selections.

7) Determining the Percentage of Average Monthly connections spent

by users.
How much telecom spent by users in month. It is helpful for determining the
percentage of users which maximum spent in Month.
8) Determining the Percentage of People who are Interested to acquired

a Bharat Sanchar Nigam Ltd. Connections.

Many People are loyal acquire Bharat Sanchar Nigam Ltd. & WLL and

Mobile Connection.

The Questionnaire are prepaid & Postpaid in such a manner so as to touch

all the aspect the May serve. Maximum purpose and provide full information

to the organization, additionally each segment was given chance to comment

a present promotional scheme and their open recommendation were taken in

account too.
 RESEARCH
METHODOLOGY

RESEARCH OBJECTIVE

The report identifies the Customer satisfaction towards the HP Computers. It

gives the detailed background of the company and its Products & services
RESEARCH DESIGN

The research design for the comparative study is of conclusive focus is

given to discover the possible measures, by detailed analysis, for the

company which would be helpful up to some extent to retain a good position

in the competitive market. The research design is not formal and rigid one as

the focus depends upon the availability of new ideas and relationship among

variables.

DATA COLLECTION METHOD

For the purpose of study both primary as well as secondary data have been

used. The secondary data have been collected from various magazines,

newspapers, company annual reports, and websites. For the collection of

primary data structured and undisguised questionnaire has been used.

For the purpose of knowing whereabouts of the company in the present

insurance market secondary data has disclosed many important information

as- market share of the company and its potential before the insurance

market leaders on the basis of various attributes

Primary data have been helpful to explore the opinion of general public and

their future insurance plans with the company. On the basis of information

extracted from the primary data various measures are found which would be

helpful to it in making new strategies in near future.

SAMPLING

As per the sampling procedure is concerned, the finite universe is taken into

consideration. The sampling units include- businessmen, government

employees, and private employees bounded to Bareilly.

The sampling is based upon probability sampling methods. The reason is- it

is the only sampling method that provides essentially unbiased estimates

having measurable precision. The sample size was 50

Sample Unit : General Public

Sample Size : 50 Students

Sample Method : Survey Method

Sample Instrument : Questionnaire

RESEARCH METHODOLOGY

Research Tools : Questionnaire method, personal

Interviews and observation were
the three techniques made to
collect data for this study.
Area : Bareilly Region

Sampling Method : Random Sampling

Sample Size : 150 (equally divided into

Businessmen, servicemen &
students.)
: Postpaid & Prepaid subscriber
of BSNL in this region.

Primary Data : It has been collected by

applying any of the above given
research tool, which best suited
that situation.
Secondary Data : It has been collected through
various magazines, newspapers,
websites as www.Vodafone.in,
www.BSNL.gov.in
ANALYSIS & FINDINGS

Age on Network

15% > Than 6

Months
38% > Than 1 Year
19%
> Than 2 Year

< Than 2 Year

28%
According to the survey BSNL I found that almost 38% of customer were
using connection from more than 6 month and less than 1 year this was due
to the market and 28% of the customer are using the connection for more
than 1 year followed by 19% of the connection are been used by for more
than 2 year and so on.

Postpaid
35%
Services are availing
Prepaid
65%
According to the Survey done on 150 customer users, it was found that 65%
of them were using prepaid services while only 35% of them using postpaid
service.
After interacting with 150 mobile users, it was found 65% customers are
prepaid service users. So this is a large segment which provides vast
opportunity for growth.

40

30
Basic Requirement of the customer for
Mobile Phone
20

10

0
Only for Only for For More
Series1 35 25 25 15
After the survey in Vodafone & BSNL done on 150 mobile users, it found
that 35% of the mainly for incoming call purpose.
After the survey done on 150 mobile users, it was found that 25% of the
mobile users it for making calls i.e. outgoing.
About 25% of mobile users mobile mainly for outgoing at night Increased
price war has made mobile phone a luxury gadget.
Customer perception about mobile phone has shifted from an incoming
device to an outgoing one.

Frequently
Weekly
Monthly
Travel in Roaming
Quaterly
Annualy
Uncertain

According to the survey Reliance & BSNL customer are travels to the
roaming is out of station are going to the customer 2% customer are travel in
the roaming are Frequently, 8% are travel in the roaming are weekly, 15%
customer are travel in the Roaming are Monthly, and 25% are customer are
going to the roaming is Quaterly. And 35% customer are travel in the
roaming is Annualy, and 15% customer are travel in the roaming are
Uncertainly.

Attitude of Customer Care Staff

STRONGLY SATISFIED
24%
SATISFIED
41%
NEITHER SATISFIED
NOR DISSATISFIED
DISSATISFIED
16%
12% 7% STRONGLY
DISSATISFIED
Most of the customer were found to be strongly dissatisfied with the attitude
of the customer care staff and their ratio is almost 41%. Almost 16% of the
customer were found to be satisfied with the attitude if the customer care
staff and 24% were strongly satisfied and almost 12% were dissatisfied by
the attitude of the customer care staff.

S a tis fa c tio n le v e l o f B ill C a lr ific a tio n

S tro n g ly S a tis fie d
2%
S a tis fi e d
35% 34%
N e i th e r S a ti s fie d n o r
D is s a ti s fie d
D is s a ti s fie d
12% 17%
S tro n g ly D is s a ti s fi e d
During the survey it was found that just only 2% of the customer were
strongly satisfied and 34% of them were satisfied by the services of Bill
Clarification. About 12% of the dissatisfied by the service of Bill
Clarification and about 35% of the customers are strongly dissatisfied.

B IL L A D J U S T MSETNR TOSN G L Y
S A T IS F IE D

S A T IS F IE D
11% 18%

N E IT H E R
S A T IS F IE D N O R
30%
D IS S A T IS F IE D
31% S TR O NG LY
D IS S A T IS F IE D
10%
D IS S A T IS F IE D
While doing the survey it was found that 18% of the customers were
strongly satisfied with the bill adjustment and 31% customers were satisfied
by the bill adjustment. It was also found that almost 30% of the customers
strongly dissatisfied and 11% of them were dissatisfied with the bill
adjustment.

SATISFIED
4% 17%

34% 10%

16%
6% 13%

NETWORK STRENGTH (CONGESTION)

CONNECTIVITY (COVERAGE AREA)
CALL TARIFF (LOCAL, STD, ISD)
ROAMING (N & I)
VAS
SOLUTION GIVEN BY THE FRANCHISEE STAFF
SOLUTION GIVEN BY THE CUSTOMER CARE STAFF

About 34% of the customers are satisfied with the solution given by the is
very supportive in Bareilly followed by 17% by network strength and 16%
by the call tariff, 13% by the roaming, 10% with connectivity and 6% by the
VAS so on. The customer also seems that information given by the customer
care staff is false when they confirm it from franchisee or other sources. i.e.,
only 4% are satisfied with the solution given by the customer care staff

DISSATISFIED

15% 17%

6%

14% 21%

13% 14%

NETWORK STRENGTH (CONGESTION)

CONNECTIVITY (COVERAGE AREA)
CALL TARIFF (LOCAL, STD, ISD)
ROAMING (N & I)
VAS
SOLUTION GIVEN BY THE FRANCHISEE STAFF
SOLUTION GIVEN BY THE CUSTOMER CARE STAFF

According to survey done on 150 customers I found that 17% are

dissatisfied with the network congestion and it is followed by 21% of the
customer were dissatisfied with connectivity and 14% with call tariff, 13%
with roaming, 14% with VAS and just 6% with the solution given so on.
 Yes
Do you know about Value Vouchers
No

After the survey done on 150 customer, it was found that about 75% of the
mobile users were aware of the value Vouchers available in the market. Only
25% of the customers were not aware of these value vouchers.

The value vouchers in the market should be made know to the customer, so
that they can demand for it.
 Yes
Do you know About VAS
No

After the survey done on 150 customer, it was found that 65% of the
customer were aware of the value added services provided by the mobile
services providers. While 35% of the customer were not aware of it.
 Yes
SATISFIED WITH BSNL SERVICE
No

According to the survey, 27% of the customer were not satisfied with the
service of the BSNL, while 73% were happy with the response of BSNL
towards them (customer).

As 17% of the customer were not satisfied with the BSNL service, we can
say that more communication is required among the distribution channel
members.
SUGGESTIONS
 SUGGESTIONS

1. Most of the people do not know that their BSNL Bill could also be
submitted on Net, so there should be specific information written on the
bill reaching their home.
2. Customer care service should be enhanced. The surroundings there
should be quiet with no voices from the background its very difficult to
talk & understand as the place seems to be a fish market and the
executive should talk to the caller in the language he/she has reached. i.e.
English or Hindi as told by the computer when the number is dialed.
3. All the talks at customer care should be recorded and heard by company
officials at the end of the day and corrections, updated information &
instructions for improvement be given and recorded somewhere to know
the efficiency of the person.
4. SIM Checking facility should be made available at each franchisee.
5. Detailed Bill should always be given free of cost to subscribers.
CONCLUSION
 CONCLUSION

BSNL is the fastest growing company in the telecom sector of the region &
is posing stiff competition to all the other companies.

No drought Prepaid is the first choice of the consumers because still. Above
60% of the subscribers are using mobile as a secondary medium to
communicate but the fact on the other hand is also true that Postpaid
Connections are increasingly at a faster rate. This is because the most
attractive Tariff Rates & Schemes. And BSNL is the leader in this section
with lots & lots of schemes for each kind of user.
BIBLIOGRAPHY
 Bibliography

This information helped me in enhancing the affectivity of this presentation.

There are several sources which provided me the valuable information about

Reliance & BSNL.

Some of my valuable sources are:

 www.BSNL.in

 www.answers.com

 www.google.com

 Business today magazine

 Business outlook magazine

 Economic Times

 Business Standard

 Times Of India
QUESTIONNAIRE
 Questionnaire

Name :……………………………………………

Address : ……………………………………………..

Age :……………………………………………….

Monthly Income …………………………………….

Q.1.Which operator’s connection do you use?

1. BSNL 2. Others

Q.2.From how much time you are using it?

1. Than 6 Month 2.Than 1 Year

3. Than 2 Year 4. Than 2 Year

Q.3.Which of the following service you are availing?

1. Prepaid 2. Postpaid

Q.4.What is the satisfaction level of customer care staff’s attitude?

1. Strongly satisfied
2. Satisfied

3. Neither Satisfaction

4. Dissatisfied.

5. Strongly dissatisfied

Q.5.What is the satisfaction level of Bill Clarification?

1. Strongly satisfied

2. Satisfied

3. Neither Satisfaction

4. Dissatisfied.

5. Strongly dissatisfied

Q.6.What is the satisfaction level of Bill Adjustment?

1. Strongly satisfied

2. Satisfied

3. Neither Satisfaction

4. Dissatisfied.

5. Strongly dissatisfied
Q.7.What is the satisfaction level of Bill Delivery?

1. Satisfied

2. Dissatisfied.

Q.8.With which of the following services you are satisfied?

1. Network Strength (Congestion)

2. Connectivity (Coverage Area)

3. Call Tariff (Local, STD, ISD)

4. Roaming (N&I)

5. VAS

6. Solution given by Franchisee Staff

7. Solution given by Customer Care Staff

Q 9. Are you dissatisfied with the following services?

1. Network Strength (Congestion)

2. Connectivity (Coverage Area)

3. Call Tariff (Local, STD, ISD)

4. Roaming (N&I)

5. VAS

6. Solution given by Franchisee Staff

7. Solution given by Customer Care Staff

Q.10. Are you satisfied with the Service?

1. Yes

2. No

Q.11. What is your basic requirement for mobile phone?

1. Only for incoming calls

2. Only for outgoing calls

3. For out going call in night

4. More SMS

Q.12. How often you travel in Roaming?

1. Frequently

2. Weekly
3. Monthly

4. Quarterly

5. Annually

6. Uncertain

Q.13. what is you occupation?

1. Govt. employee

2. Business

3. Professional

4. Self employee

5. Other

Q.14. Do you know about Value Vouchers?

1. Yes

2. No

Q.15. Do you know about VAS?

1. Yes

2. No
Q.16. Which of the following common VAS?

1. Hello Tunes

2. Call conference

3. Ring Tones

4. Missed Call alert

5. GPRS

Q.18. Are you satisfied with BSNL Service?

1. Yes

2. No

Suggestions : ………………………………………………………

……………………………………………………………………..

Remarks:-