From: Nirmalya Banerjee [mailto:[email protected]] Sent: 19 July 2011 20:40 To: [email protected].

in Subject: Regarding Term Paper

Dear All Hope, all marketing groups across sections by now know the company that you need to work upon (though I heve recd. confirmation from only Swati, the CR of sec A). Please find bellow the points you need to incorporate your term paper: 1. External environment analysis ({Porter's five forces, PEST, Strategic groups etc). 2. Major product lines of the company and the distribution cannels (one level, two level etc). You an take any product/product line/brand and add a note on segmentation and positioning in the context of the same. 3. A note on Strategy followed at the business level for the company/businesses. 4. An attempt to analyze business from the BCG matrix perspective. (If you have taken corporation with many SBUs, you can put individual businesses in the appropriate quadrant of the matrix separately and give reasons. For any doubt, feel free to contact me. Wishes NB

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Research report on comparative analysis of sales and distribution between airtel & vodaphone - Document Transcript
1. PROJECT TITLE COMPARATIVE ANALYSIS OF SALES AND DISTRIBUTION BETWEEN VODAFONE AND AIRTEL PROJECT GUIDE Prof. MANINDER SINGH Date of Submission ___/___/______ GROUP NO. E 1137 GROUP MEMBERS Abhishek Mishra Anshul Bharsham Naveen Rastogi Rohit Yadav Shailesh Yadav 2. Table of Content 1. Executive Summary 2. Acknowledgement 3. Methodology 4. Indian Telecom Market 5. Sector Outlook 6. Company Background 7. Distribution Network 8. Selection of Dealers 9. Service Network 10. Company Background(Hutch) 11. Distribution Network 12. Selection Of Dealers 13. Service Network 14. Questionnaires 15. Data analysis Executive summary 3. This project aims to study the distribution channels, sales network and service patterns of the telecom sector through an analytical and comparative study of two leading companies- Bharti Airtel Limited. & Vodafone Ltd. The project also tries to bring out the shortcomings, if any, in the present system and thus recommends suggestions to improve the same. The project also gives insights into the various financial terms, norms of the sales and service departments as per the guidelines of the telecom industry. The project was designed after detailed discussion with the company officials on three parameters i.e. distribution network, service network and sales functioning. The project also includes the insights given by the dealers and officials of the company. Firstly, the project discusses the distribution network of the two companies and the functions carried out by the channel members. Bharti Airtel Limited being the largest services provider in India definitely has a wider reach and more number of dealers than vodafone. The project also covers the financial terms of the company with the dealers and that of the dealers with the customers. Secondly, the project discusses the sales functioning of the two companies, which includes aspects such as the hierarchy of the sales department prevalent in the company; the responsibilities and functions of the sales force, their performance appraisal structure etc. 4. Finally the project covers the service network of the two companies which deals with the after sale services and their effectiveness provided by both the companies and various complaints and queries are handled by them. Acknowledgements 5. We are very thankful to the entire dealer, service, and sales network of Bharti Airtel Limited and Vodafone Limited for their cooperation, without which completion of this project would not have been possible. We are extremely grateful to for sharing with us all the details of the project and providing us with valuable insights about sales, distribution & servicing function. We would like to thank them for the patience shown by them and being of such a great help to all our queries. We would also like to express our gratitude towards our professors Maninder Singh, for giving us an opportunity to do this project on sales and distribution and for being the guiding light through the completion of this project. Methodology

6. The objective of this project on sales and distribution is to do an analytical and comparative study of the sales, service and distribution function of two players from the chosen business sector. The business sector chosen for this purpose is the fast growing telecom sector, and the players chosen for study from this sector are: Bharti Airtel Limited Vodafone Limited INFORMATION SOURCES PRIMARY DATA SOURCES- VODAFONE, FRANCHISEE VODAFONE AUTHORISED DEALERS BHARTI AIRTEL LIMITED Territory Sales Manager AIRTEL AUTHORISED DEALERS, FRANCHISEE SECONDARY DATA SOURCES- THE INTERNET www.google.com www.askjeeves.com www.indiainfoline.com www.snowcem.com www.airtel.com DATA COLLECTION TOOLS 7. Interviews & Discussions with the company officials, dealers and Sales people. Questionnaires were used to record data. LIMITATIONS: It was difficult to ask for time required for a detailed discussion on the questionnaire & therefore several aspects of the questionnaire were answered briefly. The company officials did not divulge details about competitive sales policies, strategies & certain financial terms with dealers as they find it to be a confidential piece of information of the company. Indian Telecom Market SIZE India is the fifth largest telecom services market in the world; $17.8 billion revenues in FY 2005 Industry grew by about 36% in FY 2005 over FY 2004 The Indian telecom market size of over $8.3 billion is expected to treble itself by year 2011-2012, according to Ernst & Young. "The Indian telecom market size of over $8.3 billion is expected to treble itself by financial year 2012. Thus there is a significant opportunity for telecom players. Telecom market has grown at about 25% p.a. over the last 5 years Wireless segment subscriber base grew at 85% p.a.: fixed line segment at about 10% p.a. 8. STRUCTURE The Indian telecom market has both public and private sector companies participating: Public sector has over 60% market share, down from 90% in 2000 Private companies have added subscribers at a CAGR of 192% since 2000 Mobile operators have deployed both CDMA ( 16 million users) and GSM (55 million users) wireless networks Value added service features constitute 10% of revenue today (2 % in 2001) POLICY 74% to 100% FDI permitted for various telecom services FIPB approval required for foreign investment exceeding 49% in all telecom services 100% FDI permitted in telecom equipment manufacturing India has a telecom policy aims to encourage private and foreign investment , Highlights are An independent regulator the Telecom Regulatory Authority of India (TRAI) Revenue-share model for license issued by the Government for telecom services in India. Unified access licenses are available for providing telecom services on a pan-India basis Planned opening up of National Long Distance (NLD), International Long Distance (ILD) and other value added services. COMPANY SERVICES INVESTOR Cellula Basi NLD ILD r c 1.Bharti Televentures Yes Yes Yes Yes Vodafone, Singapore Telecom, Warburg Pincus 2.Reliance Infocomm Yes Yes Yes Yes Reliance Group 9. 3.Tata Indicom Yes Yes Yes Yes Tata Group 4.BSNL Yes Yes Yes Government of India 5. Vodafone Yes Vodafone Whampoa, Essar Group 6. Idea Cellular Yes AT&T, Tata Group,Birla Group Note: NLD-National Long Distance ILD-International Long Distance Source: TRAI, DOT, TSMG Analysis Sector Outlook OUTLOOK India expected to be among the fastest growing telecom markets in the world Projected growth of 30-40% p.a. to reach 250 million subscribers by 2009-2010 Over 3 million new users are added every month mostly in wireless POTENTIAL 1. Favorable demographics and socio economic factors leading to high growth: Growth of disposable income combined with changes in lifestyle

10. Increasing affordability-low tariffs, easy payments plans and handset financing Increased coverage and availability of mobile services 2. Investment opportunity of $22 billion across many years: Telecom Devices and Software for Internet, Broadband and Direct To Home Services. Set Top boxes, Gateway exchange, Modem, Mobile handsets and consumer premise equipments, Gaming Devices, EPABX, Telecom Software Telecom Services for voice and data via a range of technologies Applications and Content development ranging from gaming to education Nokia, Electeq, Alcatel, LG, Ericsson are all investing in India. SECONDARY DATA: www.dotindia.com, www.trai.gov.in 11. Company Background Bharti Airtel Bharti Airtel formerly known as Bharti TeleVentures Limited (BTVL) is among India's largest mobile phone and Fixed Network operators. With more than 60 million subscriptions as of 13th February 2008. It offers its mobile services under the Airtel brand and is headed by Sunil Mittal. The company also provides telephone services and Internet access over DSL in 14 circles. The company complements its mobile, broadband & telephone services with national and international long distance services. The company also has a submarine cable landing station at Chennai, which connects the submarine cable connecting Chennai and Singapore. The company provides reliable end-to-end data and enterprise services to the corporate customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. Airtel is the largest cellular service provider in India in terms of number of subscribers. Bharti Airtel owns the Airtel brand and provides the following services under the brand name Airtel: Mobile Services (using GSM Technology), Broadband & Telephone Services (Fixed line, Internet 12. Connectivity(DSL) and Leased Line), Long Distance Services and Enterprise Services (Telecommunications Consulting for corporates). Leading international telecommunication companies such as Vodafone and SingTel held partial stakes in Bharti Airtel. In April 2006 Bharti Global Limited was awarded a telecommunications licence in Jersey in the Channel Islands by the local telecommunications regulator the JCRA. In September 2006 the Office of Utility Regulation in Guernsey awarded Guernsey Airtel with a mobile telecommunications licence. In May 2007 Jersey Airtel and Guernsey Airtel announced the launch of a relationship with Vodafone for island mobile subscribers. In July 2007, Bharti Airtel signed an MoU with Nokia-Siemens for a 900 million dollar expansion of its mobile and fixed network. In August 2007, the company announced it will be launching a customized version of Google search engine that will provide an 'array of services' to its broadband customers. In March 2008, Bharti Airtel will leverage the expertise of Singtel to roll out third generation services in Sri Lanka. This is because Singapore-based Asian telecom major Singtel, which owns a little over 30% in Bharti Airtel, is a major player in the 3G space as it has already third generation networks in several markets across Asia Recently Sunil Bharti's Airtel launched its calling card in America specially for the NRI (Nonresident Indians) and people calling from America to India at a cheaper rate as compared to the tariff offered by other providers. On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to AirTel for US $1.6 billion; and purchased a controlling stake in rival Hutchison Essar. Bharti Airtel is one of India's leading private sector providers of telecommunications services based on an aggregate of 59,627,937 customers as on January 31, 2008, consisting of 57,417,625 GSM mobile and 2,210,312 broadband & telephone customers. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile

services, telemedia services (ATS) & enterprise services. The mobile services group provides GSM 13. mobile services across India in 23 telecom circles, while the ATS business group provides broadband & telephone services in 94 cities. The enterprise services group has two sub-units - carriers (long distance services) and services to corporates. All these services are provided under the Airtel brand. Company shares are listed on The Stock Exchange, Mumbai (BSE) and The National Stock Exchange of India Limited (NSE). Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector. Bharti has recently forayed into retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash & carry business. It has successfully launched an international venture with EL Rothschild Group to export fresh agri products exclusively to markets in Europe and USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture with AXA, world leader in financial protection and wealth management. Airtel comes to you from Bharti Airtel Limited, Indias largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel since its inception has been at the forefront of technology and has steered the course of the telecom sector in the country with its world class products and services. The businesses at Bharti Airtel have been structured into three individual strategic business units (SBUs) - mobile services, broadband & telephone services (B&T) & enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the B&T business offers broadband & telephone services in 94 cities. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. 14. BUSINESS DIVISIONS Bharti Airtel offers GSM mobile services in all The group offers high speed broadband internet the 23-telecom circles of India and is the with a best in class network. With Landline largest mobile service provider in the country, services in 94 cities we help you stay in touch based on the number of customers. with your friends & family and the world. The Company compliments its mobile and broadband & telephone services with national The group focuses on delivering and international long distance services. It has telecommunications services as an integrated over 35,016 route kilometers of optic fiber on offering including mobile, broadband & its national long distance network. For telephone, national and international long international connectivity to east, it has a distance and data connectivity services to submarine cable landing station at. For corporate, small and medium scale international connectivity to the west, the enterprises. Company is a member of the South East Asia- Middle East-Western Europe 4 (SEA-ME- WE-4) consortiums along with 15 other global telecom operators. 15. Distribution network Channel structure, members and their selection Airtel has a wide & effectively spread channel structure all over India. The channel structure is simple and effective. Complications are kept out in order to make the overall process very effective and efficient. CHANNEL STRUCTURE This channel structure of Airtel is a regional one. TERRITOTY MANAGER Distributors Distributors Distributors Distributors Tie up Retailers Alternate Channels Tie ups Products Brand/Store etc The distributors include one who handle 1)Provisioning 2)Documents 3)Operation back up 4)Field sales executives Under these fall the retailers 16. Selection of channel members/dealers Airtel follows a strict policy in selection of the dealers, and therefore it is necessary to fulfill the following pre- requisites to be

eligible to become a dealer: 1) The dealers should have a sound financial background. The financial capability of a dealer is solely depended on the discretion of the company officials. 2) The dealers should have a good market reputation, since the dealers help the customers in forming the first impression a customer has about the company. 3) The dealer should have a good previous track record,i.e of timely payments, no criminal background etc. 4)The dealers should have good market penetration. The companies ability to gain maximum customers in this era of competition solely depends on the penetration the dealers have in the market. 5)The last criterion of dealers selection for Airtel is the area the dealers cover. This would include different geographical areas which are covered by a dealer. 17. RESPONSIBILITIES AND FUNCTIONS OF THE DEALERS Airtel believes in Customer Loyalty and thus Airtel expects that their dealers apart from selling paint products should perform the following functions for better customer relations management: 1) Sales promotion through regular promotional schemes, road shows, campaigns etc. the expenses incurred by the dealers is shared by the company only if these activities are for promotion of the company and not of the dealer. 2) Recruitment- done under the guidance of certain Airtel officials 3) Training and development of manpower with company assistance 4) Servicing according to the size of orders 5) Customer relation management 6) Promote other products of the company The dealer should be in regular touch with the customer, keep taking his feedback and ensure maximum customer satisfaction. The dealer should also try and convince the customer to try newer products of the company. The dealer has to thus cater to 3 major areas: Pre sale Selling Post sale services 18. SALES KIT: A dealer should carry the following in his sales kit: All products leaflets (adequate quantities) List of prospects with their addresses Information about the competition in the market Price list of APL products and corresponding prices of competitor products Shade cards PERFORMANCE APPRAISAL For the dealers- Airtel involves both external and internal agencies which conduct this survey on a monthly basis. MARGINS The company gives margins at the time of sale of the product. The margin varies according to the type of the product. PROMOTIONAL ACTIVITIES Airtel actively supports its cannel members with promotional activities.Airtel helps performing these activities on a daily basis ..Further these are divide in to different levels which are Zonal level-zonal staff is involved in this. These include various kinds of road shows. Circle level-This has the FM radio and local news papers. 19. National level-National dailies, cricket match sponsorships,tele media Airtel collects feedback from its channel members on a daily basis. Airtel rates/ranks its channel members on aspects such as 1)Dealers efficiency 2)Timely payment 3)Transporters behaviour an excellent and strongly believes that they are the best because of their channel members. Airtel had market surveys with respect to their channel members and general market surveys. 20. Company Background Vodafone limited Vodafone, the worlds leading international mobile communications company, has fully arrived in India. Vodafone Essar announced today that the Vodafone brand will be launched in India from 21st September onwards. The popular and endearing brand, Hutch, will be transitioned to Vodafone across India. This marks a significant chapter in the evolution of Vodafone as a dynamic and ever-growing brand. The brand change over the next few weeks will be unveiled nationally through a high profile campaign covering all important media. Vodafone, the worlds leading mobile telecommunication company, completed the acquisition of Hutchison Essar in May 2007 and the company was formally renamed

Vodafone Essar in July 2007. Asim Ghosh, Managing Director, Vodafone Essar, said "Weve had a great innings as Hutch in India and today marks a new beginning for us. Not as a departure from the fundamentals that created Hutch, but an acceleration into the future with Vodafone's global expertise." 21. Harit Nagpal, Marketing and New Business Director, Vodafone Essar, said, "This transition is probably the largest brand change ever undertaken in this country and arguably as big as any in the world. It is even larger than our own previous brand transitions as it touches over 35 million customers, across 400,000 shops and thousands of our own and our business associates' employees." The Vodafone mission is to be the communications leader in an increasingly connected world enriching customers lives, helping individuals, businesses and communities be more connected by delivering their total communication needs. Vodafone's logo is a true representation of that belief - The start of a new conversation, a trigger, a catalyst, a mark of true pioneering. Vodafone established its presence in India in 1994 by acquiring the cellular license for Mumbai. It now has operations in 16 circles accounting for 70% of India's mobile customer base. With over 27.7 million customers, it is one of India's most reputed telecom companies. vodafone, under the Hutch brand, over the years, has been named the 'Most Respected Telecom Company', the 'Best Mobile Service in the country', and the 'Most Creative and Most Effective Advertiser of the Year'. Hutchison Essar is now part of Vodafone - the world's leading international mobile communications company. Vodafone now has operations in 26 countries across 5 continents and 36 partner networks with about 225 million proportionate customers worldwide. Vodafone has tied up with Essar as its principal joint venture partner for the Indian operation. . The Essar Group is one of India's largest corporate houses with interests spanning the manufacturing and service sectors like Steel, Oil & Gas, Power, Telecom & BPO, Shipping & Logistics and Engineering & Constructions. The Group has an asset base of over Rs.20 billion (US$ 4.4.billion) and employs over 4000 people. Prepaid Outlets 22. Want to go Hutch and stay connected anytime, anywhere? Just visit a Hutch outlet in your neighborhood and choose from a range of affordable Postpaid or Prepaid connections. VODAFONE Shops Whether you're looking for a new vodafone connection, or a fresh handset, you'll find it here. You can also subscribe to any of our value added services or get more information on them. Pay your bills, get your queries answered, and lots more. Hutch Shops are located at very convenient locations around the country. Select your region to find one near you. Mobile Vodafone Shops Vodafone Shops are going on the move, to bring our services closer to you and to provide faster online service, right at your doorstep. You can visit a Mobile vodafone Shop near you for: Postpaid connections and add on cards Prepaid connections and recharge cards Information on the latest talk plans Bill payments via cash, cheque or credit card Demos and activation of our Value Added Services Queries, SIM replacements and much more Vodafone Teleshops Did you know that a range of vodafone services are available in your very own neighborhood? Just walk into a Hutch Teleshop, just round the corner, for anything you need. 23. At a vodafone Teleshops you can buy a new postpaid or prepaid card, pay your bills, reactivate your connection, and much more. 24. Distribution network A supply chain is described that consists of all the parties and their supplied activities that help us to create and deliver services to the final customer. The front channels are specially kept in mind. ACTIVITIES: 1. Order 2. Handling 3. Storage 4. Display 5. Promotion 6. Selling 7. Information and feedback. The channel structure Co. or direct sales Indirect sales Misc. sales Business head

DSA/DST Dealers G.M. Sales Manager Shop Owners Assist. Sales Manager TLS Metro Shops Sales Consultants Telemarketing Executives Hutch Shops Executives Field Executives Tele Marketing Executives Field Executives The channel structure operates on the basis of segmentations provided, namely: 25. Prepaid segmentation Postpaid segmentation Individual bronze IB Individual bronze I B COCP Individual silver IS Individual silver I S co. owned co. paid Individual gold IG Individual gold I G COIP Individual platinum IP Individual platinum I P co. owned indvl. Paid 26. Questionnaire (Sales and Marketing department) 1. What type of sales organisation structure do you possess? 2. What are the various channel structures in which you operate? 3. What are the various criterion/terms and conditions of selecting your channel members? 4. What is the average Inventory Size you keep? 5. What is the average Order Cycle time? 6. What are the various modes of transportation adopted and cost incurred? 7. What are the methods of measurement and frequency of providing appraisals to channel members? 8. What are the modes of by which you receive your payments: i) Advance payment ii) Payment on Delivery iii) Credit payments 9. In case you provide the credit period, what is the time limit? i) upto15 days ii) 15-30 days iii) >30 days. 10. How frequently do you collect the feedback from your Channel members? i) Weekly ii) Quarterly iii) Monthly 11. How will you rate and rank the following aspects of your Channel Members: Excellent Very Good Fair Poor good Dealers 27. Efficiency Timely payment Transporters behavior 12. What are the margins you provide to your Channel Members? 13. How do you assign targets to your sales personnels and what type of targets? 14. Do you support your Channel Members by promotional activities? a) YES b) NO If Yes, i) Number of Promotions. ii) Timing of Promotions. iii) Quantity of Promotions. 15. Have you ever gone for market research? a) YES b) NO If Yes, w.r.t. whom? Customers Channel Members General market survey 16. i) What type of market research was it? What was your budget? 17. How frequently you go for market research? 28. Name of Respondent: Name of Organisation: Designation: Address: . Tel. No.: . THANK YOU 29. Questionnaire (For Dealers/Retailers/Franchisee) 1) What are the different brands which you keep in stock? 2) Which brand is most asked by the customers i) Airtel ii) Vodafone iii) Others .. 3) What is your average sales/month? 4) Which brand do you recommend to the customer and why? 5) Do you get any credit period from the company? a) YES b) NO If Yes, What is the credit period you get: i) Upto 15 days ii) 15-30 days iii) >30 days 6) What is your average order size? 7) What are the margins that you get from the company? 8) What is the average order cycle time taken by the company? i) < 5 days ii) 5-10 days iii) > 10 days 9) Where would you rank the services/assistance provided to you by the company/s Very Good Satisfactory Poor Very Good poor Delivery Time Quality Maintenance Incentives Promotional activities Condition of Product Ease and Flexibility of placing Order Transporters Behavior 30. Customers Orientation Commercial Terms Services of Sales Persons 10) How will you rate the efficiency of your sales persons a) Very Good b) Good c) Satisfactory d) Poor e) Very poor 11) Does company provides you with any assistance by means of promotional activities? a) YES b) NO If Yes, Numbers, Timing, Quantity of

promotions. 12) Do you provide appraisals to your sales persons? a) YES b) NO If Yes, on what Parameters? Person contacted: .. Name of dealer: .. Address: Tel. No.: CONSUMER QUESTIONNAIRE Q.1 How do you rate these connections in terms of Network ? 31. V.Good Good Neutral Bad V.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 Q.2 How do you rate these connection in terms of availability ? V.Good Good Neutral Bad V.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 Q.3 How do you rate these connection in terms of call rate? V.Good Good Neutral Bad V.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 Q.4 How do you rate their After Sales Services ? V.Good Good Neutral Bad V.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 Q.5 What do you think about employees behavior ? V.Good Good Neutral Bad V.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 Q.6 How do you rate these connection in terms of customer care services ? V.Good Good Neutral Bad V.Bad Vodafone 1 2 3 4 5 Airtel 1 2 3 4 5 PERSONAL DETAILS NAME: ________________________________ AGE: ______ 32. OCCUPATION: _________________________ MARITAL STATUS: _____________________ ANALYSIS 33. Rating of Airtel in terms of network 120 100 80 VBAD 60 BAD NEUTRAL 40 GOOD EXCELLENT 20 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 34. Rating of Vodafone in terms of network 90 80 70 60 VBAD 50 BAD 40 NEUTRAL 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 35. Rating of Airtel in terms of availability 120 100 80 VBAD 60 BAD NEUTRAL 40 GOOD EXCELLENT 20 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 36. Rating of Vodafone in terms of availability 100 90 80 70 60 VBAD 50 BAD 40 NEUTRAL 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 37. Rating of Airtel in terms of call rates 90 80 70 60 VBAD 50 BAD 40 NEUTRAL 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 38. Rating of Vodafone in terms of call rates 100 90 80 70 60 V D BA 50 BAD 40 N TRA EU L 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 39. Rating of Airtel in terms of after sales services 90 80 70 60 VBAD 50 BAD 40 NEUTRAL 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 40. Rating of Vodafone in terms of after sales services 120 100 80 VBAD 60 BAD NEUTRAL 40 GOOD EXCELLENT 20 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 41. Rating of Airtel in terms of employees behaviour 80 70 60 50 VBAD 40 BAD NEUTRAL 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 42. Rating of Vodafone in terms of employees behaviour 120 100 80 VBAD 60 BAD NEUTRAL 40 GOOD EXCELLENT 20 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT 43. Rating of Airtel in terms of Customer Care services 100 90 80 70 60 VBAD 50 BAD 40 NEUTRAL 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT

44. Rating of Vodafone in terms of Customer Care services 90 80 70 60 VBAD 50 BAD 40 N TRA EU L 30 GOOD 20 EXCELLENT 10 0 1 2 3 4 5 V.BAD BAD NEUTRAL GOOD EXCELLENT

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