A Dissertation Report

On

Customer Satisfaction Towards Bharti Airtel

Submitted To:

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATION, MORADABAD In Partial Fulfillment of the Requirement of the Degree of Bachelor of Business Administration (BBA) SESSION: 2009-2012 Department of Management TEERTHANKER MAHAVEER UNIVERSITY DELHI ROAD, MORADABAD
Project Guide: Project Incharge:

Mr. Vivek Anand

Mr. Abhinav Shrivastav Mr. Avinash Raj Kumar (Course Co-ordinator, BBA)
Submitted By:

NIKHIL RASTOGI
Roll No. : R0912011230 B.B.A. VI Semester

CERTIFICATE
NIKHIL RASTOGI This is to certify that Mr. _________________________________________ student of BBA VI Semester (2009-12) at TMU has completed his dissertation under the guidance of Mr. VIVEK ANAND ___________________________________ on the topic

Customer Satisfaction Towards Bharti Airtel ___ _____________________________ _______________________________

The dissertation is a part of BBA VI semester curriculum of Teerthanker Mahaveer University, Moradabad.

The student has genuinely carried out the project work. He has made sincere efforts in the completion of the dissertation.

Mr. VIVEK ANAND Project Guide

STUDENT DECLARATION
I NIKHIL RASTOGI hereby declares that the work presented in this dissertation report entitled CUSTOMER SATISFACTION TOWARDS BHARTI AIRTEL for the fulfillment of the award of Bachelor of Business Administration from Teerthanker Mahaveer University, Moradabad is based on my work. The dissertation embodies the result of original work and studies carried out by me and the contents of the project do not form the basis for the award of any other degree to me or to anybody else.

NIKHIL RASTOGI BBA VI SEM

ACKNOWLEDGEMENT
It gives me immense pleasure and privilege to acknowledge my deepest sense of gratitude towards all those who helped me in the successful execution of this project.

I would like to thanks Chancellor Sir, Shri Suresh Jain, Group Vice Chairman Mr. Manish Jain, and Executive Director Prof. Dr. A.K. Garg for their able guidance. I also extend my gratitude towards the H.O.D. Mr. M.P. Singh and my course coordinators Mr. Avinash Raj Kumar and Mr. Abhinav Shrivastav who entrusted me for the completion of this project. I am highly indebted to my project guide Mr. Vivek Anand whose constructive counseling and able guidance helped me immensely in bringing out this project in the present form. And lastly the entire faculty member and Mr. Sanjeev Singh (Librarian) & the entire Lab staff for providing me this opportunity and expose me to industrial culture. The acknowledgement would be incomplete without thanking my family and friend who were a big support throughout.

NIKHIL RASTOGI

STATEMENT OF THE PROBLEM

At the college, I was assigned with the topic as Customer Satisfaction towards Bharti Airtel for my project work.

IMPORTANCE TO THE COMPANY: The ultimate purpose of giving me this topic was to know the satisfaction of consumers of BHARTI AIRTEL, how can the attract consumer adopting different strategies and how the company can generate maximum profit by convincing consumers.

LEARNING FROM THE STUDY: Different products and services provided by the company. Customers perception about the company.

The brand image of the company. What are the problems faced by these company strategies management. How to communicate with the customers. Different techniques of dealing with the customers. How to convince and convert a customer into a real customer.

TABLE OF CONTENTS

1. Introduction to the topic 2. Objective of the study 3. Company profile 4. Scope of the study 5. Assumption 6. Research Methodology 7. Data Analysis & Interpretation 8. Findings 9. Suggestions 10.Limitations 11.Conclusion 12.Bibliography 13.Annexure

INTRODUCTION

INTRODUCTION
On the partial fulfillment of the B.B.A. degree, I was asked to make Dissertation Report on the topic Customer Satisfaction towards BHARTI AIRTEL given by the college and get familiar with the various activities in the market.

Customer Service and Satisfaction: When we talk about customer service and/or satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on rather in the process of conducting the everyday business. We talk about how, or what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customers Want? We want to know if our customers are satisfied. Satisfaction, Of course, means that what we delivered to a customer met the customers Approval. We want to know if customers are delighted and willing to come back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in their writings. Fleiss has written about Ben and Jerrys ice cream and Feldman has discussed excellence in a cab ride. As important as delightfulness is, some of us minimize it, or even totally disregard it. At this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are: Employees must adhere to a rigid chain of command Employees are closely supervised Conflictin whatever formis not allowed Rewards are based on carrot-and-stick principles Wrong objectives are measure.

We must understand customer expectation levels concerning quality. We must also understand the strategy for customer service quality, and next we must understand the measurement and feedback cycles of Customer satisfaction.

The customer is the person or unit receiving the output of a process on the system. In fact, it is worth emphasizing that a customer can be the immediate, intermediate, or ultimate customer. Also, a customer may be a person or persons, or a process or processes. Customer satisfaction, however, is when the customer is satisfied with a product/service that meets the customers needs, wants, and expectations. There are at least three levels of customer expectations about quality:

Level 1. Expectations are very simple and take the form of assumptions, must have, or take it for granted. For example, I expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion and I expect the bank to deposit my money to my account and to keep a correct tally for me. Level 2. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications. For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions. Level 3. Expectations are much higher than for levels 1 and 2. Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it. For example, an airline gives passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. In fact, I once took a flight where the flight attendants actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a housewarming gift.

Customer satisfaction surveys help to: Improve customer, client, or employee loyalty. React quickly to changes in the market. Identify and capitalize on opportunities. Beat the competition. Retain or gain market share. Increase revenue. Reduce costs.

OBJECTIVE OF THE STUDY

Objective of the study

1. To know the consumer satisfaction regarding Bharti Airtel. 2. To know the market position of the company. 3. New trends or schemes offered by another company.

COMPANY PROFILE

Company Profile

Founded :- 7th July, 1995 Key People:-Sunil Bharti Mittal (Founder and Chairman) Revenue:596.01 Billion (2011)

Employees:- 20,675 employee Products:- Fixed line telephony Mobile telephony Broadband Internet Digital Television Headquarter:- New Delhi, India

Incorporated on July 7, 1995, Bharti Airtel Ltd is a division of Bharti Enterprises. The businesses of Bharti Airtel are structured into two main strategic groups - Mobility and Infotel. The Mobility business provides GSM mobile services in all 23 telecommunications circles in India, while the Infotel business group provides telephone services and Internet access over DSL in 15 circles. The company complements its mobile, broadband, and 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. Bharti Tele-Ventures provides end-to-end data and enterprise services to corporate customers by leveraging its nationwide fibre-optic backbone, last mile connectivity in fixed line and mobile circles, VSATs, ISP and international bandwidth access through the gateways and landing station. All of Bharti Tele-Ventures' services are provided under the Airtel brand. As of September 2005, Bharti Tele-Ventures was the only company to provide mobile services in all 23 telecom circles in India. By the end of October 2005, Bharti Tele-Ventures was serving more than 14.74 million GSM mobile subscribers and 1.10 million broadband and telephone (fixed line) customers. The equity shares of Bharti Tele-Ventures are currently listed on the National Stock Exchange of India Ltd (NSE) and the Stock Exchange, Mumbai (BSE). As of September 30, 2005, the main shareholders of Bharti Tele-Ventures: Bharti Telecom Ltd (45.65%), a subsidiary of Bharti Enterprises; Singapore Telecom (15.69%), through its investment division Pastel Ltd; and, Warburg Pincus (5.65%), through its investment company Brentwood Investment Holdings Ltd). Other shareholders with more than a 1% stake: Citi Group Global Markets Mauritius Pvt Ltd (2.99%); Euro pacific Growth Fund (2.04%); Morgan Stanley & Co International Ltd (1.93%); CLSA Merchant Bankers Ltd A/C Carlyon (1.33%); Life Insurance Corporation of India (1.34%); and, The Growth Fund of America Inc (1.11%). Sunil Bharti Mittal, the founder-chairman of Bharti Enterprises (which owns Airtel), is today, the most celebrated face of the telecom sector in India. He symbolizes the adage that success comes to those who dream big and then work assiduously to deliver it. Sunil Bharti Mittal began his journey manufacturing spare parts for bicycles in the late 1970s. His strong entrepreneurial instincts gave him a unique flair for sensing new business opportunities. In the early years, Bharti established itself as a supplier of basic telecom equipment. His true calling came in the mid 1990s when the government opened up the sector and allowed private players to provide telecom services.

Bharti Enterprises accepted every opportunity provided by this new policy to evolve into India's largest telecommunications company and one of India's most respected brands. Airtel was launched in 1995 in Delhi. In the ensuing years, as the Airtel network expanded to several parts of India, the brand came to symbolise the very essence of mobile services. Airtel provides a host of voice and data products and services, including high speed GPRS services. Airtel also offers a wide array of 'postpaid' and 'prepaid' mobile offers, with a range of tariff plans that target different segments. A comprehensive range of value-added, customized services are part of the unique package from Airtel. The company's products reflect a desire to constantly innovate. Some of these are reflected in the fact that Airtel was the first to develop a 'single integrated billing system' Airtel comes to you from Bharti Airtel Limited - a part of the biggest private integrated telecom conglomerate, Bharti Enterprises. Bharti is the leading cellular service provider, with an all India footprint covering all 23 telecom circles of the country. It has over 21 million satisfied customers. Bharti Enterprises has been at the forefront of technology and has revolutionized telecommunications with its world class products and services. Established in 1976, Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit. Bharti has many joint ventures with world leaders like SingTel (Singapore Telecom); Warburg Pincus, USA; Telia, Sweden; Asian infrastructure find, Mauritius; International Finance Corporation, USA and New York Life International, USA. Bharti provides a range of telecom services, which include Cellular, Basic, Internet and recently introduced National Long Distance. Bharti also manufactures and exports telephone terminals and cordless phones. Apart from being the largest manufacturer of telephone instruments in India, it is also the first company to export its products to the USA. Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has established itself across India in sixteen states covering a population of over 600 million people. Airtel will soon cover the entire country through a process of acquisitions and green field projects. With a presence in over 1,400 towns, Airtel today has the largest network capacity in the country. In the last nine years Airtel has achieved many firsts and unique records: it was the first to launch nationwide roaming operations, it was the first to cross the one million and the five million customer marks. It was also the first to launch services overseas.

There are other 'firsts' credited to Airtel - many of them in the area of innovative products and services. Today, Airtel innovates in almost everything that it presents to the market. An excellent example is Easy Charge - India's first paperless electronic recharging facility for prepaid customers. As evidence of its fine record, Airtel has also been conferred with numerous awards. It won the prestigious Techies Award for 'being the best cellular services provider' for four consecutive years between 1997 and 2000 a record that is still unmatched. And in 2003, it received the Voice & Data Award for being 'India's largest cellular service provider', amongst others. As part of its continuing expansion, Airtel has invested over Rs. 1,065 billion in creating a new telecom infrastructure. In 2003/04, Bharti Tele-Ventures earned a gross profit of Rs. 16 billion on revenues of Rs. 50 billion. Airtel is the third largest mobile operator in the world in terms of subscriber base and has a commercial presence in 20 countries and the Channel Islands. Its area of operations includes:The Indian Sub continent: Airtel Bangla, in Bangladesh Airtel, in India Airtel Sri Lanka, in Sri Lanka Airtel Africa, which operates in 17 African countries: Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Seychelles, Sierra Leone, Tanzania, Uganda and Zambia. The British Crown Dependency islands of Jersey and Guernsey, under the brand name Airtel-Vodafone, through an agreement with Vodafone.

Corporate Structure Of Bharti Airtel

PROMOTIONAL STRATEGY FOR CONSUMER SATISFACTION

After the liberalization of the Indian Telecom Sector in 1994, the Indian cellular market witnessed a surge in cellular services. By 2005, there were a total of 12 players in the market with the five major players being Bharti Tele-Ventures Limited (Bharti), Bharat Sanchar Nigam Limited (BSNL), Hutchinson-Essar limited (Hutch), Idea Cellular limited (Idea) and Reliance India Mobile (RIM). All the players except RIM offered services based on the Global System for Mobile (GSM) technology. RIM provided services based on Code Division Multiple Access (CDMA) technology as well as GSM. As competition in the telecom arena intensified, service providers took new initiatives to woo customers. Prominent among these were celebrity endorsements, loyalty rewards, discount coupons, business solutions and talk time schemes. The most important consumer segments in the cellular industry were the youth segment and the business class segment. The youth segment was the largest and fastest growing segment and was therefore targeted most heavily by cellular service providers. Bharti Tele-Ventures adopted celebrity endorsement as its chief promotional strategy. By 2004 it emerged the unprecedented leader commanding the largest market share in the cellular service market. Hutch implemented the celebrity endorsement strategy partially, relying primarily on its creative advertising for the promotion of its brand. BSNL, on the other hand, attracted the consumer through its low cost schemes. Being a state owned player, BSNL could cover rural areas, and this helped it increase its subscriber base. Reliance was another player that cashed on its innovative promotional strategies, which included celebrity endorsements and attractive talk time schemes. Idea relied heavily on its creative media advertising sans celebrities. Strategies from which the company captures market and attracts consumers: Strategic alliance The Company has a strategic alliance with SingTel. The investment made by SingTel is one of the largest investments made in the world outside Singapore in the company. The company also has a strategic alliance with Vodafone. The investment made by Vodafone in Bharti is one of the largest single foreign investments made in the Indian telecom sector. The companys mobile network equipment partners include Ericsson and Nokia. In the case of the broadband and telephone services and enterprise services (carriers), equipment suppliers include Siemens, Nortel, and Corning, among others.

The Company also has an information technology alliance with IBM for its group-wide information technology requirements and with Nortel for call center technology requirements. Outsourcing The call center operations for the mobile services have been outsourced to IBM Daksh, Hinduja TMT, and Teletech & Mphasis. Overseas Market. Airtel is looking for overseas market and already started operation in Nigeria and Seychelles. Competition Airtel is facing strong completion from MTNL and BSNL in spite of the fact they are far away from Airtel technologically but these two have a inside ranch in rural and urban area and have low tariff rates. Brand Ambassador Airtel has strong brand ambassador, Sachin Tendulkar, Shahrukh khan and A. R. Rehman, R. Madhavan, Vidhya Ballan to promote the product and services.

Some Achievements By Bharti Airtel

1. First to launch Cellular service on November 1995. 2. First operator to revolutionaries the concept of retailing with the inauguration of Airtel Connect (exclusive showrooms) in 1995. 3. First to introduce push button phone in India. 4. First to expand its network with the installation for second mobile switching center in April, 1997 and the first to introduce the Intelligent Network Platform First to provide Roaming to its subscribers by forming an association called World 1 Network. 5. First to provide roaming facility in USA. Enjoy the mobile roaming across 38 partner networks & above 700 cities Moreover roam across international destinations in 119 countries including USA, Canada, and U.K. etc with 284 partner networks. 6. BHARTI announces agreement with VODAFONE marking the entry of the World's Largest Telecom Operator into India. 7. Bharti Enterprises and AXA Asia Pacific Holdings Limited announce Partnership for a life insurance joint venture in India. 8. Airtel Launches future factory - Centers of Innovation to Incubate Pioneering Mobile Applications. 9. 16 states, 600 million people. Only India's leading mobile service offers you the truly 'freedom-packed' Prepaid!

SCOPE OF THE STUDY

Scope of the Study

This study includes Study on the CUSTOMER SATISFACTION TOWARDS BHARTI AIRTEL to know the satisfaction of consumers in the country who are using the service of AIRTEL. This study is of great importance to the consumer as well as company to know whether the consumer is satisfied and the strategy adopted by company is successfully works on the consumers. The company will gain information and try its best to satisfy consumer through its best service and products. There are some factors on which satisfaction of consumer is based and we have to study on these factors. These factors are:1. 2. 3. 4. 5. 6. 7. 8. Price factor Services provided by company Attractive schemes and offers Brand image- on the important factor Customer care Wide availability/ network coverage Advertisement Distribution channels

So, scope of this study is to provide consumer satisfaction because consumer preference and satisfaction is companys primary objective.

ASSUMPTIONS

Assumptions
Assumption 1 Consumer is satisfied.

OR Assumption 2 Consumer is not satisfied.

RESEARCH METHODOLOGY

Research Methodology
Data is collected from both the Primary sources i.e. questionnaire and Secondary sources i.e. internet, newspapers etc.

DATA COLLECTION SOURCES PRIMARY DATA SOURCES Observation method, and Experiment

SECONDARY SOURCE Internet Newspaper Magazines Others

DATA COLLECTION TECHNIQUE Questionnaire DATA COLLECTION REPRESENTATION TOOL Pie- Charts

DATA ANALYSIS AND INTERPRETATION

Data Interpretation And Interpretation

Q.1 which communication service company do you prefer most? 1. 2. 3. 4. Airtel Vodafone Idea Others

2% 15% 48% Vodafone 35% Idea AIRTEL

Others

INTERPRETATION:- Most of the consumers will choose AIRTEL

among others.

Q.2 whats your profession? 1. 2. 3. 4. Student Job holder Businessman House wife

6% 36% 46%

Student

Job holder

12%

Businessman

Housewife

INTERPRETATION:- Most of the consumers of AIRTEL are students i.e,

46%.

Q.3 What is the best Quality in Airtel which forces you to use this? 1. 2. 3. 4. Schemes Network coverage Customer care support Other feature

Schemes 12% 8% 22% Network coverage

58%

Care support

Others

INTERPRETATION:- Consumers prefers AIRTEL due to their network

coverage.

Q.4 Do you like the schemes in AIRTEL of? 1. 2. 3. 4. Call rate cutter Sms packs Free call packages Others

Call rate cutter 12% 13% 24% SMS packs

Free call package 51% Others

INTERPRETATION:- Most of the consumer likes the SMS pack of

AIRTEL among rate cutter and free call package.

Q.5 You came to know about AIRTEL and its schemes by? 1. 2. 3. 4. Advertisement Retailer Friends Others

Advertisements 13%

48%
35% 4%

Retailers

Friends

Others

INTERPRETATION:- Consumers came to know about AIRTEL is from

Advertisement and after that retailers and friends.

Q.6 How many of your friends or relatives in phone book using AIRTEL? 1. 2. 3. 4. Less than 30% Between 30-50% Between 50-70% More than 70%

Less than 30% 7% 11% Between 30-50% 45% 37% Between 50-70%

More than 70%

INTERPRETATION:- Most of the consumers having maximum friends

and relative that are AIRTEL users.

Q.7 How much money spend on recharge at one time? 1. Less than 50 2. Between 50-100 3. More than 100

Less than 50 rs. 19% 44% Between 50-100 37%

More than 100

INTERPRETATION:- Most of the consumers recharges more than 100

rupees at a time.

Q.8 Do you want to change your AIRTEL number in other service provider through MOBILE NUMBER PORTABILITY (MNP)? 1. 2. 3. 4. Yes No May be Cant say

22%

21%

Yes

12%

No

45%

May be

Can't say

INTERPRETATION:- Consumers are brand loyal and they will not

change their operator through MNP at any cost.

Q.9 GPRS facility provided by AIRTEL is? 1. 2. 3. 4. Very fast Fast Medium Poor

10%

17%

Very Fast

Fast 39% 34% Medium

Poor

INTERPRETATION:- consumers are not that much satisfy with the

GPRS speed.

Q.10 How much you rate AIRTEL between 1 to 5? 1. 2. 3. 4. 5. 1 2 3 4 5

2% 9% 30% 21% 2

3 38%

INTERPRETATION:- Consumers would like to rate very good with 4

points out of 5 i.e. 38%

Q.11 Do you agree that AIRTEL is INDIAs number #1 service provider? 1. 2. 3. 4. Yes No May be Cant say

9% 12%

Yes

No
22%

57%
May be

Can't say

INTERPRETATION:- Most of the consumers agrees with the statement

that AIRTEL is number 1 service provider in INDIA.

FINDINGS

Findings

1. Most of the consumers agree that AIREL is the number 1 company. 2. Most of the AIRTEL users are students they mostly uses it due to its SMS packages. 3. Consumers like the network coverage of AIRTEL. 4. Consumers are not happy with the GPRS facility of AIRTEL. 5. Consumers came to know about AIRTEL is from advertisement. 6. Most of the consumers having AIREL users in their phone book.

SUGGESTION AND
RECOMMENDATION

Suggestion And Recommendations

1. Provide regular training to the agents & distributors who act as link between AIRTEL & their retailers. 2. Provide proper & complete information to agents & distributors well in advance as to when a new scheme is to be launched. 3. Bringing new innovative & inductive schemes for its retailers & follow up. 4. Organize parties for retailers who perform outstanding continuously or are the leaders for a quarter of year in each district to create a competitive environment among the retailers of AIRTEL. 5. AIRTEL should introduce cheaper recharge cards than the other because its competitor HUTCH had introduced it.

LIMITATIONS

Limitations
1. Lack of time. 2. Until recently Airtel, did not own its own towers. 3. Cultural and social differences may change the consumer point of views. 4. Consumers are not ready to share the information.

CONCLUSION

Conclusion

1. The conclusion of my study is that AIRTELs Advertising has a major impact its users. 2. People like its schemes very much. 3. AIRTEL had created a very good image on the mind of the new users of cellular service. 4. AIRTEL has adopted a very good strategy by providing a new connection with NOKIA who is market leader in mobile set, many new users buy Nokia sets and they get a free connection of AIRTEL. 5. AIRTEL is successful in capturing the highest market share by adopting Celebrity Endorsement Strategy. A.R. Rehmaans tune for AIRTEL worked as free advertising for AIRTEL as another service user uses it too. Other celebrities like Shahrukh Khan (bollywood) and Sachin Tendulkar (Cricket) has also contributed very much in AIRTEL.

BIBLIOGRAPHY

Bibliography

Websites:www.Wikipedia.org www.google.com www.airtel.com

Professional:Mr. Vivek anand Mr. Abhinav shrivastav

ANNEXURE

Annexure

Respondent profile

Name:Age:Occupation:Gender:Contact no. :Organization:Place:Date:Q.1 which communication service company do you prefer most? 1. 2. 3. 4. Airtel Vodafone Idea Others

Q.2 whats your profession? 1. 2. 3. 4. Student Job holder Businessman House wife

Q.3 what is the best Quality in Airtel which forces you to use this? 1. 2. 3. 4. Schemes Network coverage Customer care support Other feature

Q.4 Do you like the schemes in AIRTEL of? 1. 2. 3. 4. Call rate cutter Sms packs Free call packages Others

Q.5 You came to know about AIRTEL and its schemes by? 1. 2. 3. 4. Advertisement Retailer Friends Others

Q.6 How many of your friends or relatives in phone book using AIRTEL? 1. 2. 3. 4. Less than 30% Between 30-50% Between 50-70% More than 70%

Q.7 How much money spend on recharge at one time? 1. Less than 50 2. Between 50-100 3. More than 100

Q.8 Do you want to change your AIRTEL number in other service provider through MOBILE NUMBER PORTABILITY (MNP)? 1. 2. 3. 4. Yes No May be Cant say

Q.9 GPRS facility provided by AIRTEL is? 1. 2. 3. 4. Very fast Fast Medium Poor

Q.10 How much you rate AIRTEL between 1 to 5? 1. 2. 3. 4. 5. 1 2 3 4 5

Q.11 Do you agree that AIRTEL is INDIAs number #1 service provider? 1. 2. 3. 4. Yes No May be Cant say