Summer Project

On
“Customer Satisfaction”
At
Tata Teleservices Limited

Presented By:-
Pintu Vaishnav
Roll no.- 09115
 INTRODUCTION OF TELECOM INDUSTRY

 The telecom sector is one of the leading contributors to

India's flourishing economy.
 Airtel, Vodafone, Idea, Tata Indicom ,Reliance, BSNL,
Aircel, uninor, Videocon, MTNL, and Loop Mobile are
other major operators in India.
 India will overtake China to become the world's largest
mobile telecommunications market by the year 2013.

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 India is divided into 22 telecom circles. They are listed below
 Andhra Pradesh
Bihar & Jharkhand
Chennai
Delhi
Gujarat & Daman & Diu
Haryana
Himachal Pradesh
Jammu and Kashmir
Karnataka
Kerala & Lakshadweep
Kolkata
Madhya Pradesh & Chhattisgarh
Maharashtra excluding Mumbai & Goa
Mumbai
North Eastern States (Arunachal Pradesh, Assam, Manipur, Meghalaya Mizoram, Nagaland &
Tripura
Orissa
Punjab
Tamil Nadu excluding Chennai & Puducherry
Eastern Uttar Pradesh
Western Uttar Pradesh & Uttarakhand
 West Bengal excluding Kolkata, Andaman & Nicobar Islands & Sikkim

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 TATA TELESERVICES LTD

 Tata Teleservices Limited is the pioneer of the CDMA 1x

technology platform in India.

 The company is also the market leader in the fixed wireless

telephony market with its brand Walky.

 The company has recently introduced the brand Photon to provide

a variety of options for wireless mobile broadband access.

 TATA DOCOMO marks a significant milestone in the Indian

telecom landscape, being the first to pioneer the per-second tariff
option-part of its 'Pay for What You Use' pricing paradigm.

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 Objective

Primary Objective
To know customer satisfaction level of TATA
Indicom.

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 Methodology
• Research Type:
For primary objective of research start with Exploratory Research design
(observation) .

• Method of Sampling:
Probability sampling.
Simple Random Sampling

• Sample size:

• The size of sample selected is 50 people (of Tata Indicom of Rajkot)

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• Primary Data:
Through personal interview and respondents by questionnaire with
customers of Tata Indicom.

•Method of Data Collection:

Through the questionnaire and personal interactions.

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 TATA have their own retail business unit
located at all cities.
 HNI (High network individuals)
HNI network is used for selling only postpaid products of TATA
Indicom like data cards, walky talky, mobile phones. It provides
after sales service also.

 EBS (Enterprise Business Service)

The Enterprise Business Service function drives business growth
& customer centricity by providing telecom related solutions to
Corporate Entities. The EBS function also undertakes customer
relationship management and retention along with revenue
enhancement and channel management.

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 BRBU(Branded Retail Business Unit)
The Branded Retail Business Unit looks after the retail chain of the
TATA Indicom Exclusive stores. Branded retail has a national presence
with over 3100 outlets comprising of 600 TTSL (Company) owned
stores and more than 2500 stores in the Franchisee format Branded
Retail outlets have become the touch points for its customers in more
than top 1000 towns in India.
 
 CMBU(Consumer Market Business Unit)
  The Consumer Market Business Unit (CMBU) deals with the
large and dynamic pre-paid segment of the telecom sector. CMBU has
always offered to its customers with innovative offers like Non Stop
Mobile (Lifetime Validity) attractive bundled packages (handsets +
connections), cheapest tariff plans, etc.

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EXCLUSIVE BRANDING

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• Roadside stalls have high visibility and could do with a little
beautification.
• Tata Indicom used this innovative form of branding and
selected a few food stalls in the mall area and other popular
markets for this exercise.
• This worked out to be both cost-effective and high on
visibility.

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 Products

Interne Mobile Landli

t service ne
●
Post paid ●
Wireless
Dial up
Prepaid phone
●
●
●
Mobile
●
Wireless
●
Mobile ●
Landline
handset phone
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 Dial-up Internet through

Landline from TATA Indicom, provides bundled

dialup internet access along with Landline Connection.
This dialup internet service is activated by default for on
customer’s phone, no Separate subscription is required.
Customers have to purchase an external modem or use
PC/Laptop’s internal modem to connect to internet.After
creating the dialler on Computer ,internet facility will
activate.

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  Mobile internet
TATA Indicom offers world-class internet service through the CDMA
network.. Just connect TATA Indicom mobile phone, using a data cable to PC
or Laptop & get started .TATA Indicom Internet through mobile service offers
world-class standards for wireless Internet access.
 
The benefits are:
 High speed Internet access.
 No need to buy an external modem since your existing TATA Indicom
mobile phone has one.
 User can receive and make voice calls when no active data transfer takes
place.
 
 Wireless internet
It is used with a USB modem, so we can use where ever we go. It
provides high speed connection.

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Tata Indicom photon wireless internet
New Device – EC121 Photon Whiz

Key Features Key Functions

Wireless Internet Device Access Internet
CDMA 1X Speed – 153.6Kbps View Statistics
Plug and Play – Auto Install Make & Answer Calls
Phonebook Memory Use Call logs Service
Message memory Send and Receive SMS
Use Phonebook

Technical Specifications System Requirements

Technical Standard: CDMA2000 1X CPU: Pentium4 1GHz or above
USB Interface Standard: USB 2.0 Full Speed Memory: 256MB or above
Weight: 22 gms Hard Disk: 50 MB free disk space
Design Type: USB Stick OS: Windows 2000/XP,07/Vista, Macintosh or Linux
Interface: USB 1.1 or above

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 Customer satisfaction
 “To satisfy the customers is the mission and purpose of every
business”.
 Satisfaction of customer is essential for retention of customer’s and for
continuous sales of the products and services of the company to
customers.
 Each consumer has the different behavior in their life. So, the marketer
satisfies the consumer, he must very well know the behavior of
consumer.

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 Customer retention

 A company’s ability to attract and retain new

customers, is not only related to its product or services, but
strongly related to the way it services its existing
customers and the reputation it creates within and across
the marketplace.

 For the customer retention Tata Indicom provide

different scheme of existing customer

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 Walky - Special Loyalty Offers

Plans CMO 99 Photon 149

999    (WP 822R, Walky Talky C2 & ETS
Device Price (Rs.) 2222+) 999 (WP 22R, LG LSP 450T, Walky
1199   (LG LSP 450T) Talky C2 & ETS 2222+)

Monthly Rental (Rs.) 99 149

Special Discount First 6 months Rental FREE First 3 months Rental FREE

600 mins to the Tata Mobile number in

FREE Calling Usage 150mins Local Free
same account, every month for life

Tariff

Local & Intra-circle ( Rate / Min)

All TATA Fixed/WLL 30p 30p
All other Fixed/WLL 40p 50p
All TATA Mobile 50p 30p

All Other Mobile 50p 50p

STD (rate/min)

All STD Calls

50p 50p

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 FINDINGS

 From the study I have seen that most of the Tata users are in mobile
segment and also data card market is very good.

 Majority of the users from the sample size perceive Tata Indicom as a
good telecom service provider company.
 
 Scheme and offers are provided by the company are also designed by
keeping the benefit of the consumers in the mind.

 The level of un-satisfaction is also prevailing among the users but is

very low in extent.

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 SUGGESTIONS
 Company should increase the quality of its services and should
undertake the promotion activity in a way by which they reach more
closely to the consumers.

 Tata Indicom should launch attractive offers and schemes particularly

in land line segment in order to increase number of switchers and to
compete BSNL and reliance.
 
 Tata Indicom already have a good infrastructure and also have good
network connectivity but then also it should increase its connectivity
in village’s area, towns and state highways by installing mobile towers
over there.

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 It should introduce some good and stylist handsets at
affordable rates.

 Company should do the efforts in order to increase the

internet speed.

 Company should also make efforts to increase the quality

of after sales services.

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 BIBLIOGRAPHY

 www.Tataindicom.com
 www.Tatateleservises.com
 www.ichoose.com

 www.google.com
 www.yahoo.com
 www.wikipedia.com

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