CUSTOMER SATISFACTION ABOUT

RELIANCE

BRIEF HISTORY • The Late Dhirubhai Ambani dreamt of a digital India — an India

where the common man would have access to affordable means of information and communication. Dhirubhai, who single-handedly built India’s largest private sector company virtually from scratch, had stated as early as 1999: “Make the tools of information and communication available to people at an affordable cost. They will overcome the handicaps of illiteracy and lack of mobility.” Reliance Communications has a reliable, high-capacity, integrated and convergent (voice, data and video) digital network.

Today, Reliance Communications is revolutionising the way India communicates and networks, truly bringing about a new way of life.

• The present Chairman of the company is Anil D Ambani

OBJECTIVETO KNOW ABOUT THE CUSTOMER SATISFACTION WITH RELIANCE AND THE SERVICES PROVIDED BY RELIANCE.

ARE YOU A RELIANCE USER?

53%47%

Chart TitleYES No

In this survey there are almost equal number of users and non users of reliance.

HOW YOU COME TO KNOW ABOUT RELIANCE?

Tv Newspaper Radio Friends Others

16

9

0

4

1

Chart TitleSeries1

By this we can clearly state that people come to know about reliance by its advertisement .

HOW WOULD YOU RATE THE PREPAID CONNECTION OF RELIANCE?

Excellent Good Average Poor Very Poor

2

10 10

8

0

Chart TitleSeries1

We can clearly state that people find the prepaid service to be average or good.

HOW WOULD YOU RATE THE POSTPAID CONNECTION OF RELIANCE?

Excellent Good Average Poor Very Poor

2

12

6

9

1

Chart TitleSeries1

We can clearly state that more number of people like the postpaid services and find it to be good.

HOW WOULD YOU RATE THE GPRS SERVICE OF RELIANCE?

ExcellentGood

AveragePoor

Very Poor

2

21

3

04

Chart TitleSeries1

By this graph we can see that 21 people out of 30 find the GPRS service to be good .

HOW WOULD YOU RATE THE TARIFF PLANS PROVIDED BY RELIANCE?

Excellent Good Average Poor Very Poor

3

910

8

0

Chart TitleSeries1

This chart show that the satisfactory level of customer toward reliance tariff plans is average.

HOW WOULD YOU RATE THE ROAMING SERVICE OF RELIANCE?

Excellent Good Average Poor Very Poor

3

15

8

31

Chart TitleSeries1

By seeing this chart we can clearly say that the roaming services provided by reliance is good.

HOW WOULD YOU RATE THE SIGNAL CONNECTIVITY OF RELIANCE?

Excellent Good Average Poor Very Poor

3

12

9

3 3

Chart TitleSeries1

People are satisfied with the signal connectivity of reliance and find it to be good.

HOW WOULD YOU RATE THE AFTER SALE OR CUSTOMER CARE SERVICE OF RELIANCE?

Excellent Good Average Poor Very Poor

8

6

5

9

2

Chart TitleSeries1

By this chart we can interpret that people are almost equal when we ask about the customer care service . Some say it is excellent whereas others say it poor.

DO YOU FEEL THAT YOU ARE GETTING FULL VALUE OF MONEY?

37%

63%

Chart Title

Yes No

This pie diagram tells us that 63% of the customer think that by using reliance they are getting full value of money .

The cross tabulation tells us that the males and females who feel that they get full value of money are equal in number. Whereas the number of male who are dissatisfied are more than those satisfied .

IF NOT RELIANCE THAN WHICH OTHER NETWORK?

40%

50%

10%

Chart Title

Airtel Vodafone Bsnl

This diagram tells us that accept reliance the next network that people trust is vodafone and than airtel.

The cross tabulation tells us about the number of male , female and the network they prefer.

PERCENTAGE OF MALE FEMALE

No. Of Male 60%

No. Of Female 40%

Chart Title

This pie diagram tell us about the percentage of males and females

FREQUENCY DISTRIBUTION

10-20 20-30 30-40 40-50 50-600

5

10

15

20

25

Series1

The above chart tells us that maximum number of reliance user are from the age group of 20 – 30 .

The statistics tells us about the measures of central tendencies and measures of dispersion .

CROSS TABULATION

The above cross tabulation tells us about the number of males and females using reliance between each age – group . The number of males is more than females and almost 3/4th of the males are between the age of 20 – 30.

BOX PLOT DIAGRAM

In this diagram we can see that maximum number of respondents are in the age group 20-30.

There are few regular outliers and few extreme outliers.

COMMENTS AND COMPLAINTS

Unstable service provider in terms of scheme

Problems are not resolved easily.

Connection problem.

Bad network.

SUGGESTION

Improve the services.

Post sale services should be improved.

Improve customer care service.

CONCLUSION

Number of respondents :- 30Number of males :-18 Number of females :-12By the whole survey we can conclude that people are not satisfied with reliance as a service provider they find problems in signal connectivity and plans that reliance offer .They find other networks better than this and prefer to use other networks over reliance .

THANK YOU