Study the customer response towards vodafone enterprise products among small and medium enterprises in bangalore

“Study the customer response towards Vodafone enterprise products among small and medium enterprises in
Bangalore”
1
TO STUDY THE CUSTOMER RESPONSE TOWARDS
VODAFONE ENTERPRISE PRODUCTS AMONG SMALL AND
MEDIUM ENTERPRISES IN BANGALORE
DIPTI RANJAN BHOI
ROLL NO.- 12202077
MBA BATCH (2012-2014)
12202077@ksom.ac.in
Prof. Indirah Indibara Mr. Swarup Kumar Singh
KIIT School of Management, Vodafone South Ltd.
KIIT University Channel Manager
indira@ksom.ac.in swarup.singh@vodafone.com
SCHOOL OF MANAGEMENT, KIIT UNIVERSITY
BHUBANESHWAR – 751024
2012 - 2014

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Contents
Executive Summary........................................................................................................................8
Chapter 1 .............................................................................................................................. 9
1.0.Introduction.............................................................................................................................9
1.1Vision and Mission ..................................................................................................................11
1.2. Theoretical Perspective .........................................................................................................11
Chapter 2 ............................................................................................................................ 15
2.0. Objectives and Scope.............................................................................................................15
Chapter 3 ............................................................................................................................ 15
3.0.Methodology and Procedure of Work.....................................................................................15
3.1Concepts/tools of analysis.......................................................................................................17
Chapter 4 ............................................................................................................................ 17
4. Analysis of Data and Interpretation ..........................................................................................17
Chapter 5 ............................................................................................................................ 26
5.0. Limitations of the study.........................................................................................................26
5.1.Findings and Recommendations .............................................................................................26
5.2.Conclusion .............................................................................................................................27
References...................................................................................................................................28
Annexure.....................................................................................................................................29

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LIST OF TABLES
Figure
No.
Title
Page no
4.1
What type of internet connection are you using?
17
4.2 Name of the present ISP? 18
4.3
How do you rate the security and speed of the data
transmission? 18
4.4 Which mobile service are you using? 20
4.5 What is the reason for opting this service provider? 25
4.7
Are you getting information about schemes / offers
given by the company? 21
4.8 How do you rate after sales service? 21
4.9 How do you rate the staffs response to your queries? 22
4.10 Total Telecom Expenses including voice & data? 23
4.12 Knowledge about Vodafone Product and services ? 24
4.13 Are you aware of Vodafone 3G services? 24
4.14
Are you interested in purchasing Vodafone handset
devices ( iPhone , Blackberry , Samsung) 25

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LIST OF CHARTS AND FIG..
Figure
No.
Title
Page no
1.5.1 Fig 1 12
1.6.1 Fig 2 14
4.1 What type of internet connection are you using? 17
4.2 Name of the present ISP? 18
4.3
How do you rate the security and speed of the data
transmission? 19
4.4 Which mobile service are you using? 19
4.5 What is the reason for opting this service provider? 20
4.6 What is the reason for your experience? 20
4.7
Are you getting information about schemes / offers
given by the company? 21
4.8 How do you rate after sales service? 22
4.9
How do you rate the staffs response to your
queries? 22
4.10 Total Telecom Expenses including voice & data? 23
4.11 Rate the following 23
4.12 Knowledge about Vodafone Product and services ? 24
4.13 Are you aware of Vodafone 3G services? 24
4.14
Are you interested in purchasing Vodafone handset
devices ( iPhone , Blackberry , Samsung) 25
4.15
Are you willing to switch to Vodafone product and
services ? 25

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Certificate of Faculty Guide
This is to certify that the summer project titled ― report customer response towards Vodafone
products among SME project‖ is an academic work done in the partial fulfillment of the
requirement for the award of the degree of Master of Business Administration from, Kiit School
of Management, Kiit University, under my guidance & direction.
To the best of my knowledge and belief the data & information presented by him in the project
has not been submitted earlier.
Signature:
Name of the Faculty:
Designation:

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DECLARATION
I, DIPTI RANJAN BHOI, DO hereby declare that the project “TO STUDY THE
CUSTOMER RESPONSE TOWARDS VODAFONE ENTERPRISE PRODUCTS
AMONG SME IN BANGALORE” submitted in partial fulfillment of the award of the Master
Of Business Administration Degree of the KIIT School of Management, KIIT University,
Bhubaneswar has been carried out by me under the guidance and supervision of Prof. Indirah
Indibara, during the academic year 2012-14.
It has also not being submitted by me for the award of any other degree or diploma of this
or any other institution earlier.
Bhubaneshwar Dipti Ranjan Bhoi
Date:

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ACKNOWLEGEMENT
I am extremely thankful to Mr. Swarup Singh, Channel Manager of Bangalore who gave me this
opportunity to undertake this project. Without his directions and permissions I could not have
undertaken this project.
In the end I would like to thank my Project guide Prof. Indirah Indibara for giving remarkable
contributions and help in making this Project report and also for throwing a good insight at the
practical aspect.
Dipti Ranjan Bhoi

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Executive Summary
The SIP titled “To Study the customer response towards Vodafone enterprise products
among small and medium enterprises in Bangalore “.The main objective of the study was to
know the satisfactory level and creating knowledge about Vodafone products among the
customers in Bangalore city and also to identify the factors affecting preference of the customers.
As a part of the study I visited most of the areas in Bangalore like K.R Puram , Whitefield ,
J.Pnagar, Jaynagar , Malleswaram , Tumkur , Marathalli , RajajiNagar, Peenya and HAL .The
sampling technique which was used was simple random sample and sample size was 200.The
tool used to analysis the data was simple average method and the data’s were put in tabular form
as well as in chart form.
As a result of this survey I was able to conclude that more than 60% of the customers were
satisfied by the service provided by Vodafone and the factors like customer service, network and
technical factors affected the preference of consumers in choosing Vodafone.

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Chapter 1
1.0.Introduction
In an increasingly connected world, it’s no longer just about being able to talk and text.
Vodafone network allows people to share images and videos as soon as they’re captured to share
thoughts and feelings as soon as they’re created. And because Vodafone now do more than just
mobile in many markets, more customers look to Vodafone for great value in their fixed line and
broadband services too.
Vodafone understands that businesses need a communications partner with solutions that scale
and adapt as their business needs change.
1.0.1. Company Profile
Vodafone Group plc. is a British multinational telecommunications company headquartered
in London and with its registered office in Newbury, Berkshire. It is the world's second-largest
mobile telecommunications company measured by both subscribers and revenues (in each case
behind China Mobile), and had 439 million subscribers and Rs. 3, 72,960 revenue as of March
2013. In 25 years, a small mobile operator in Newbury has grown into a global business and the
seventh most valuable brand in the world. Vodafone now operate in more than 30 countries and
partner with networks in over 50 more. Its Enterprise division provides telecommunications and
IT services to corporate clients in over 65 countries.
Vodafone India, formerly Vodafone Essar and Hutchison Essar, is the second largest mobile
network operator in India after Airtel by subscriber base and revenue. It is based in Mumbai,
Maharashtra. It has approximately 170.47 million customers and Rs.36, 036 crore revenue as of
March 2013.
The Brand Trust Report, 2011 published by Trust Research Advisory has ranked Vodafone as
the 16th most trusted brand in India.
1.0.2 Product and Services
Vodafone offer wide range of products and services;
 Devices
 Voice

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 Messaging
 VAS
 Enterprise Services
1.0.2.1 Devices
 Handset: A wide ranging handset portfolio covering different customer segments, price
points and a variety of designs. Eg. Samsung, iPhone, Black Berry.
1.0.2.2. Voice
 Innovative tariffs: Many different tariffs and propositions are available,
 Outgoing voice
 Incoming Voice
 Voice roaming:
o Vodafone passport: Vodafone Passport enables customers to “take their home tariff
abroad”.
 Fixed location based services:
o Vodafone at home: Offers designed to introduce Vodafone into the household .
o Vodafone office: Meet all business customers’ Communications needs.
1.0.2.3. Messaging
 SMS messaging: Allows customers to send and receive simple text messages.
 MMS messaging: Allows customers to send and receive multiple media.
1.0.2.4. Data services
 Vodafone live: Offers a combination of browsing,
 Data roaming: Provides access to the Group’s services in the country a customer is visiting.
 Mobile Application: Vodafone Email plus, Windows Mobile® Email and BlackBerry® from
Vodafone
 Vodafone mobile connect: Provides simple and secure access to existing business systems .
1.0.2.5. Fixed and others
 Fixed services: An increased number of fixed broadband offerings allow the Group to assist
customers in meeting their total communications needs.
 Mobile advertising: Vodafone has been extending its business model to generate revenue
from advertising by partnering with advertising specialists in individual markets.

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 Business managed services: Vodafone is developing new ways of enabling business
customers to mobilise and increase the efficiency of their workforce.
1.0.2.6. VAS
 Full track music down loads with more than 2m songs available.
 Roaming services allow Vodafone customers to make calls and use data services on other
operators’ mobile networks whilst travelling abroad.
 Vodafone Money Transfer
1.0.2.7. Enterprise Service
 Vodafone One Net
 Vodafone Unified Communications
 Business managed services
 Machine-to-machine
1.1Vision and Mission
1.1.1 Vision
To enrich customer’s lives through the unique power of mobile communication.
1.1.2. Mission
Vision is to lead the industry in responding to public concerns regarding mobile phones and health by
demonstrating leading edge practices and encouraging others to follow.
 We will help people of the world to have fuller lives – both through the services we provide
and through the impact we have on the world around us.
 Outstanding people working together make Vodafone exceptionally successful.
 Our customers have chosen to trust us. In return, we must strive to anticipate and understand
their needs and delight them with our service.
1.2. Theoretical Perspective
The Vodafone products and services has there in the market of Bangalore couple of years and
made their own identity in the market as a top service provider with a good number of high
pulsing customers. Among those good pulsing customers the SME customers are also one of
them. Vodafone mainly focus on the customers of SME customers who pays the average
monthly bill amount of above Rs.2500/-.
1.2.1.Porters Five Force Model .
1.2.1.1.Competitive Rivalry
The competition is price and quality base. The entry of new customers bring with it new set of
price cut and hence intensifies competition.

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Airtel , TATA Docomo , Reliance large distribution channel , cost cut and rural penetration
making tough for Vodafone
1.2.1.2.Supplier Power
 Network Equipment’s: There Nokia Siemens, Ericsson, Huawei suppliers the power of
these suppliers are high and may impact the growth plan of the operators if supplies are
not smooth.
 Tower Providers: Though the new sharing Towers but still the coverage remains a
problem due to few Tower provider bargaining power of Tower providers if High.
 Handset Suppliers: Nokia, Samsung, LG, Sony, iPhone and numerous other players. The
bargaining power of Handset Suppliers is less as they are also competing amongst
themselves.
Fig1. Source: www.google.com
1.2.1.3.Buyer Power
 The customers are demanding more value for money which has lead ti introduction of pay
per second plans.
 Buyers want more and more value added service at cheaper prices
 Government is also introducing Number portability which will lead to further switching
between the operators if the prices and services are not met
1.2.1.4.Threat
 The VOIP is getting popular for Eg. Skype, Vonage etc.
 Video Conferencing is also getting popular
1.2.1.5.Potential for New Entrants
 The government is also issuing new licenses in the current circles.•
 Many mobile players are also entering the enterprise business.

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 The sharing business has reduced the capital requirement and thus bringing down the
capital requirement for new player.
1.3.Marketing Mix
Marketing decisions generally fall into the following categories:
 Product
 Price
 Place(Distribution)
 Promotion
1.3.1.Product
 Brand name
 Quality
 Repair and support
 Warranty
 Accessories and service
1.3.2.Price
 Suggested retail price
 Discount pricing
 Festival offering
1.3.3 Place(Distribution):
 Market coverage(inclusive, selective or exclusive distribution)
 Inventory management
 Distribution centres
 Order processing
1.3.4 Promotion:
 Promotion strategy (push , pull etc)
 Advertising
 Personal selling and sales force
 Public relation and publicity
1.4. Distribution .
1.4.1.Distribution Channel
Vodafone’s products and services are available directly, via Vodafone stores and country
specific Vodafone websites, and indirectly via third party service providers, independent dealers,

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distributors and Retailers, to both consumer and business customers in the majority of markets
under the Vodafone brand.
Fig 2 Channel Structure, source: www.vodafoneindia.com
1.4.2.Supply Chain


Sim Card, recharge voucher
Manufacturer Mobile and other
hardware Manufacturer
VODAFONE
Vodafone Store,
Vodafone Mini Store
Distributor
Retailer
Customer SME

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Chapter 2
2.0. Objectives and Scope
The summer placement helps the students to apply their theoretical knowledge practically.
Organizational exposure helps the student to know how effectively they performed in the market.
2.0.1. The primary objectives of the study was,
To Analyzing the satisfaction level of customers towards Vodafone products and service.
2.0.2. The secondary objectives of the study was,
 The main objective of the project and research is to know about the views of the customers
towards Vodafone Enterprise products and satisfy their queries and make them understand the
telecom business of selling values and new connections and upcoming products which will help
in the overall operational efficiency of the enterprises.
 To study consumer buying behavior, and factors which influences consumers buying processes.
 My thesis will help the company to know more about their strength, customers and the area
where they have to concentrate more and also about their competitor’s strategy. This will also
help the company to build a good relationship with the customers. Another objective of this
project is to convert competition customers to Vodafone.
2.0.3. Need and scope of the study
 Today, for any organization or firm to survive in this competitive world depends on its ability to
be dynamic and be different from the competition to be unique in the industry. Customer
Satisfaction helps every organization to keep the existing customer and to build new customer.
 This research is aimed at profiling the standard customer with an aim to increase the network and
improve company-customer relations. The information gathered through this research can be
used by the company to improve its services and became more customers friendly. This can
increase the goodwill of the company and its overall performance.
 To understand the customer preference about the services in the companies of Bangalore.
 The questionnaire designed to know about the problem and issues with the customers of
Vodafone.
 Thus this study is aimed to provide the management with some knowledge about its status in
market both in terms of sales and customer awareness. The research also aims to provide some
ideas to improve the company’s present condition.
Chapter 3
3.0.Methodology and Procedure of Work
The success of the analysis mostly depends on the methodology on which it is carried out. The
appropriate methodology will improve the validity of the findings.

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3.0.1. Area of the study:
 The study was mainly concentrated on Bangalore region.
3.0.2. Research Design:
 The purpose of the research is stated above and here exploratory research design has been
chosen. Descriptive research design is used it includes survey and fact-findings enquire of
different kinds. The major purpose of descriptive research is description of the state affairs,
as it exists at present.
 The research is Quantitative type but in some issue I took the Qualitative angle as well.
3.0.3. Data Collection:
 The study is based on the data collected through primary and secondary sources.
3.0.4. Primary Data:
 Questionnaires, face to face and telephonic interview methods.
3.0.5. Secondary Data:
 Secondary data was collected from journals, magazines, web sites and from other relevant
publications.
3.0.6. Sampling Design:
 The sampling design mainly consists of the sample taken for the study along with the sample
size, sample frame and sampling method.
3.0.7. Sample Universe:
All customers using telecom Mobility, Voice and Data services were taken as the sample
universe.
o The Industry can be segmented into:
 Fixed line (Landline)
 Wireless (CDMA, GSM, WLL))
 Internet Services (Dial-up, Broadband etc.)
o Segmentation of the target customers
 Customers were divided on the basis of their occupation
 Small & Medium Enterprises (SME)
 Corporate Sector (SMB)
3.0.8. Sample Size:
 The population included all the companies situated in Bangalore.
3.0.9. Sample Frame:
 The customers were selected on a random basis from which the respondents were selected
based on convenience.
3.0.10. Sampling Method:
Convenience sampling was used based on the willingness and availability of the respondents.
The study was conducted on consumers with different type of business.

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3.1Concepts/tools of analysis
 The tool used for data collection is Questionnaire.
 SPSS and MS Excel were used in analyzing the data.
 In order to determine if there is any significant difference in the overall satisfaction, data
collected by surveying is treated for a regression analysis. Collected data represents 1-5
rating scale for the parameters like,
 Level of service
 Speed
 Security
 After sales service
 Feasibility
 Price
 Staffs response
 Knowledge and experience of staff
Chapter 4
4. Analysis of Data and Interpretation
4.1. What type of internet connection are you using?
Internet Connection
Frequency Percent Valid Percent Cumulative Percent
Valid DSL/Cable 143 71.5 71.5 71.5
RF Link/Leased Line 57 28.5 28.5 100.0
Total 200 100.0 100.0
The usage of internet through DSL/cable is 71.5% , this shows that SME uses this for better
speed and for achieving targets faster.

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4.2.Name of the present ISP?
ISP
Valid Vodafone 93 46.5 46.5 46.5
Airtel 43 21.5 21.5 68.0
Aircel 30 15.0 15.0 83.0
BSNL 34 17.0 17.0 100.0
Total 200 100.0 100.0
This shows that among SME Vodafone network and internet services are highly appreciated due
to good customer services and speed. Vodafone is 46.5%
4.3. How do you rate the security and speed of the data transmission?
security and speed of the data transmission
Valid Excellent 82 41.0 41.0 41.0
Good 47 23.5 23.5 64.5
Fair 34 17.0 17.0 81.5
Poor 37 18.5 18.5 100.0
Total 200 100.0 100.0

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41% of the respondents think speed and security of data transmission is crucial for a company.
4.4.Which mobile service are you using?
mobile service
Valid Vodafone 70 35.0 35.0 35.0
Airtel 93 46.5 46.5 81.5
Aircel 32 16.0 16.0 97.5
BSNL 5 2.5 2.5 100.0
Total 200 100.0 100.0
As per the respondents Airtel is leader in mobile services (voice and data). 46.5% respondent
voted Airtel against 35% of Vodafone. Vodafone should look after network coverage issue and
poor services from its technical person in Bangalore region.

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4.5. What is the reason for opting this service provider?
reason for opting this service provider
Valid Level of service 89 44.5 44.5 44.5
Better price 61 30.5 30.5 75.0
Feasibility 42 21.0 21.0 96.0
Level of usage 8 4.0 4.0 100.0
Total 200 100.0 100.0
Level of service is voted 44.5%, this show Airtel provide better service than its rival Vodafone.
Vodafone should look after its customer service department and boost them to provide quick
service because SME are not going to invest money in if they donot get better and quick
response in Bangalore.
4.6.What is the reason for your experience?
As per the survey we found SME prefer roaming facility the most , then value added services and
network coverage for their quick work .
193
189
200
193
156
Good Network
Customer service
Roaming Facility
VAS
STD call rate

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4.7. Are you getting information about schemes / offers given by the company?
information about schemes / offers
Valid mostly 192 96.0 96.0 96.0
sometimes 8 4.0 4.0 100.0
Total 200 100.0 100.0
96% say they are mostly updated with new offering and scheme. Which help them for cost
cutting, security and speed up their work and data. From this we also came to know that new
products and offerings and schemes are required for Vodafone to retain its No.1 position in
Bangalore.
4.8. How do you rate after sales service?
after sales service
Valid excellent 91 45.5 45.5 45.5
good 82 41.0 41.0 86.5
fair 24 12.0 12.0 98.5
poor 3 K21.5 1.5 100.0
Total 200 100.0 100.0

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After sales service is excellent as per 45.5% respondent. This is the key region for which
Vodafone can provide better services to its existing customers and create new ones. There were
few complain regarding this issue of Vodak2fone in some region but that we informed in
Vodafone Office and action were taken immediately.
4.9. How do you rate the staff response to your queries?
staffs response
Valid Excellent 92 46.0 46.0 46.0
Good 77 38.5 38.5 84.5
Fair 27 13.5 13.5 98.0
Poor 4 2.0 2.0 100.0
Total 200 100.0 100.0
Before selling a product to a SME , telecom operator should contact the decision maker before
finalizing the deal.

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4.10. Total Telecom Expenses including voice & data?
Expenses including voice & data
Valid Below 2500 3 1.5 1.5 1.5
2500 - 5000 32 16.0 16.0 17.5
5000 - 10000 76 38.0 38.0 55.5
Above 10000 89 k44.5 44.5 100.0
Total 200 100.0 100.0
44.5% of the SME invest huge amount for mobility, voice and data for smooth work. So
Vodafone require to concentrate on after sale service, better product and better cost .
4.11. Rate the following
User satisfaction is 152 and better network coverage is 143 is ranked top among the SME
personal.
103
95
98
152
143
103 ExcellentSpeed
Safety
Security
Usage Experience
Network
After Purchase Service ( warrenty , repair , customer service )

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4.12. Knowledge about Vodafone Product and services ?
Knowledge about Vodafone Product and services
Valid yes 182 91.0 91.0 91.0
no 18 9.0 9.0 100.0
Total 200 100.0 100.0
91% says that they know about Vodafone product, this shows that Vodafone have a strong brand
value.
4.13. Are you aware of Vodafone 3G services?
Vodafone 3G services
Valid yes 182 91.0 91.0 91.0
no 18 9.0 9.0 100.0
Total 200 100.0 100.0
91% of the respondents know about Vodafone 3G services and facility.

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4.14. Are you interested in purchasing Vodafone handset devices ( iPhone ,
Blackberry , Samsung)
Vodafone handset devices
Valid Interested 75 37.5 37.5 37.5
Not Interested 35 17.5 17.5 55.0
Not planned 90 45.0 45.0 100.0
Total 200 100.0 100.0
Vodafone handset is famous among SME personal and as they can stay in touch with work, send
and receive emails, and even access the Internet.
4.15. Are you willing to switch to Vodafone product and services ?
Customer are still interested in Vodafone product and services , when they came to know about
cost effectiveness , better service and new innovation. Out of 200 , 102 were interested in it.
0
20
40
60
80
100
120
Interested Least interested Don't Know
102
32
66
Series1

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Chapter 5
5.0. Limitations of the study
 The behavior of the customer while approaching them to fill the questionnaire was
unpredictable. The shortage of time was another constrain for the study.
 There may be error due to bias of respondents.
 Lack of customer’s cooperation was a major constraint.
 Majority of the customer were too aggressive in nature.
 The sample was restricted to 200 customers, which may restrict the scope and completion of
study.
5.1.Findings and Recommendations
5.1.1. Findings
 Quality of the service provided plays an important role in keeping the existing customers and
to bring new customers.
 In most of the organization, Mobility , Voice and Data plays an important role in the day to
day activities.
 Most of the organizations prefer broadband connection because of speed and other
compatibility of service.
 Many customers have rated the speed of data transmission, network availability is very good.
Some customers had complaints regarding the network and services. This is mostly due to
number of systems connected by single broadband connection and network issue is due to
non-availability of Telecom Tower nearby.
 The safety and security of Vodafone network is rated very well by most of its customers.
Safety of data is very important in any type of organization. Vodafone with its own PC
security suite helps organizations protect its data from theft and prevents it from harmful
attacks.
 After sales service plays essential part of customer satisfaction. More than 10% customers
have complaints regarding the after sales service. But a number of customers have reported it
excellent and good.
 Customers feel Vodafone Products are much better than other competitive products of the
same category. This shows the place Vodafone has achieved in the minds of the customer in
Bangalore region.
5.1.2.Recommendations
 The customer rate quality of the service as the most relevant one and hence Vodafone services
should maintain the quality in services and should make improvements in this feature.

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 Some customers are planned to discontinue because of high billing and after sales service is
not good. Though it is a small percentage the company should focus on these to keep the
brand image in the minds of people.
 If any complaint is observed from the customers, it should be dealt quickly. This will reduce
the chance for dissatisfaction.
 Many dissatisfied customers asked for more information about other plans or change of plans.
So the dissatisfaction may be due to providing wrong plans by the sales persons. So the
company can make use of this opportunity to retain its customers by providing the right
plans.
 SME segment is a high potential market (especially in Bangalore) and the company should
take care of more promotional activities in which advertisement plays and effective role and
hence to have a competitive edge over other brands.
 Lack of awareness about the plans is high among customers. So the company must provide an
awareness program about the specialized plans for them.
5.2.Conclusion
The project titled “A STUDY THE CUSTOMER RESPONSE TOWARDS VODAFONE
ENTERPRISE PRODUCTS AMONG SMALL AND MEDIUM ENTERPRISES IN
BANGALORE” was carried out among the customers/consumers in Bangalore Region. The
overall objective of the study was to find out how the customer perceives Vodafone product and
services and to find out their satisfaction towards the service against its competitors. The study
revealed the picture of customer’s perception and satisfaction which help Vodafone to encourage
more people to be the customers/consumers of Vodafone.

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References
 Through questionnaire filled by customers.
 Primary data collected by interviewing customers.
Authored Book:
 Philip Kotler and Gery Armstrong, Principles of Marketing Management.
 Kothari C.R, Research Methodology- Methods and Techniques; Second Edition; 2004.
Website :
www.vodafone.com
www.google.com

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29
Annexure
QUESTIONAIRE
Dear Sir/Madam,
I am a student of KIIT SCHOOL OF MANAGEMENT doing my summer
internship in Vodafone. I am doing my research work on consumer response towards Vodafone
products and services among SME in Bangalore. So your valuable suggestions and ideas are
required for conducting my survey successfully.
(Put a tick mark beside the suitable option)
Name of the Organization
Postal Address
Telephone No.
Head Office
No. of Employee
No. of branches in India
No. of branches in abroad
Name of the System Managers / System Administrator

Bangalore”
30
E_mail ID
No. of PCs used in the Organisation
No. of employee
Type of Industry
1 What type of internet connection are you using?
DSL/Cable
RF Link/Leased Line
2 Name of the present ISP?
Vodafone
Airtel
Aircel
BSNL
Others
3 How do you rate the security and speed of the data transmission?
Excellent
Good
Fair
Poor
Bad
4 Which mobile service are you using?
Vodafone
Airtel
Aircel
BSNL
Others
5 What is the reason for opting this service provider?

Bangalore”
31
Level of service
Better price
Feasibility
Level of usage
Others
6 What is the reason for your experience?
Good Bad
Network
Customer service
Roaming Facility
VAS
STD call rate
7 Are you getting information about schemes / offers given by the company?
Mostly
Sometimes
Never
8 How do you rate after sales service?
Excellent
Good
Fair
Poor
Bad
9 How do you rate the staffs response to your queries?
Excellent
Good
Fair
Poor
Bad

Bangalore”
32
10 Total Telecom Expenses including voice & data?
Below 2500
2500 - 5000
5000 - 10000
Above 10000
11 Rate the following
Poor Fair Good
Very
good Excellent
Speed
Safety
Security
Usage Experience
Network
After Purchase Service (
warrenty , repair , customer
service )
12 Knowledge about Vodafone Product and services ?
Yes
No
13 Are you aware of Vodafone 3G services?
Yes
No
14
Are you interested in purchasing Vodafone handset devices ( iPhone , Blackberry ,
Samsung)
Interested
Not Interested
Not planned
15 Are you willing to switch to Vodafone product and services ?

Bangalore”
33
Interested
Least interested
Don't Know
16 Do you have any suggestion regarding the services?

Study the customer response towards vodafone enterprise products among small and medium enterprises in bangalore

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