Winter Training Report
On
“An Organization Study of ZTE Telecom India
Pvt. Ltd. And Comparative Analysis with
Nokia”
Submitted By:
Vikas
MBA- L2S1
Skyline Business School Gurgaon
CONTENT
Acknowledgement
Declaration
Aims / Objectives of study
Certificate
Executive summary
Introduction – ZTE
Purpose of the study
Focus of report
Assumptions
Company profile
Vision & Mission
Organizational chart
Product portfolio
Strategy - ZTE
ZTE competitors
Research methodology
Nokia -Company profile
Objectives
Joint ventures
SWOT of Nokia
Analysis
Observation And Learning’s
Recommendations
Conclusion
Bibliography
Appendix
ACKNOWLEDGEMENT
A number of people have contributed to the completion of this research project, and to them I am
deeply indebted.
Firstly, I am very much thankful to Ms. Meenu Bhutani, my project supervisor, for his precious
time, expert guidance and company on the entire journey through my work. I also greatly extend
my appreciation for the kindness and support that he has shown to me at all times. I would also
like to thank Mr.Vikramjeet for providing me with the information required for the project.
I am also grateful to all the respondents for their time and cooperation in the process of data
collection. Finally, thanks to my family and friends for their much needed support and words of
encouragement throughout the preparation of this project.
Declaration
I hereby declare that the project entitled “An Organisation Study of ZTE Telecom India Pvt.
Ltd. and Comparative Analysis With Nokia ” submitted for the Winter internship is entirely
my own piece of work and has not been submitted in whole or in part for assessment for any
academic purpose other than in partial fulfilment for that stated above. My indebtedness to other
works/publications has been duly acknowledged at the relevant places.
Signed _______________
Date _______________
AIM/ OBJECTIVE OF THE STUDY
The main objective of study was to conduct a market survey to find out the Customer
Satisfaction level of ZTE Telecom India Pvt. Ltd. The specific objective of the study was to
study the main competitor of the ZTE Telecom.
Executive Summary
This project was aimed at organization study of ZTE Telecom India Pvt. Ltd. with its
competitor’s analysis with similar products that were offered by its competitors in the market.
I have chosen several parameters to study the organization.
Parameters like organization profile, market positioning, product strength and weakness,
were used during the study.
After a thorough understanding of the competitors and organization , some
recommendations were offered
Both primary as well as secondary data was obtained from the study. Primary data was
collected by personally interview and filled questionnaire by customer and retailer.
And secondary data was obtained through the medium of internet, organizational site,
magazines and newspapers.
At the end of this study a detailed analysis was made with the respect to factors like, product
range, consumer awareness level, pricing policy and SWOT analysis of the organization.
INTRODUCTION
The purpose of my report is to study the organization and to study the Major competitors of ZTE.
Basically ZTE have 9% market share. ZTE has divided their product category into foursegments.
Three product categories are given below.
Wireless
Wire line
Services
Terminal
I have made hypothesis for Wireless segment of ZTE telecom
HYPOTHESIS FOR WIRELESS
H0 = ZTE is best company for wireless
H1 = ZTE is poor company for wireless
PURPOSE OF STUDY
Every research does for particular outcomes. Main purpose of my research was to analysis the
competitors of ZTE. Through this I was able to find out the brand positiong of the ZTE in the
market.
My research was also useful for ZTE. Through research ZTE is able to know about their
competitors and their strategies. Some purpose is also given below.
The purpose of a report is to convey information about competitors factually, briefly ,
and clearly
Identify new and promising area where ZTE can improve and build them with in the
market.
Full fill the gaps & helps in making growth plans.
Serve as a reference docu
Focus of report
Organization study of ZTE Telecom
Identify competitors and their profile?
Evaluating SWOT analysis of ZTE and its competitors
Assumptions
No organization can sit still and expect things to be the same month after month, year after year.
At some point, something will happen to change organization assumptions. And almost every
decision (especially a strategic decision) is based on certain assumptions.
Over time, these assumptions fall apart and if you fail to adjust with continuous flow of new
intelligence, then organization will be forced to react in a way that makes it difficult to compete.
Competitive intelligence can help test and validate organization assumptions.
Competitive intelligence also fills in gaps, covering areas that you failed to consider in
Organization assumptions and of course, competitive intelligence can yield some basic benefits.
Source for best practices:-
The only real way to isolate and find “best practices” is to engage in some form of competitive
intelligence; otherwise you end up relying on crude and generic type benchmarking data.
Helps formulate strategy through an understanding of your industry, yourself,
And your competitors. Competitive intelligence is the essence of strategic
Business analysis.
COMPANY PROFILE
COMPANY OVERVIEW
ZTE is one of the first Chinese telecoms equipment provider to pursue business in overseas
markets, ZTE now has about 50,000 employees and 8,000 of them are working in about 100
representative offices around the world. Since 1996, the company has provided products and
services to 140 countries and regions, serving major telecoms operators in Asia Pacific, South
Asia, North America, Europe, Latin America, Africa and the Commonwealth of Independent
States. Through a combination of strategic marketing, product differentiation, cost advantage
improvement and human resources optimization, ZTE has established firm commercial
partnerships with over 500 operators around the world.
Vision & Mission
ZTE aims to be a global communications leader, which provides the clients worldwide
with satisfying and customized products and services.
Employee's career development and their benefits are highly concerned and guaranteed to
be growing along with the company's development at the same pace.
ZTE strives for the best return on its shareholders’ investments and assumes social
responsibilities proactively.
To become a world leader in communications by 2009 and aims to be a world-class
excellent enterprise in 2015.
CORPORATE PHILOSOPHY
Board Of Director
Chairman & Managing Director (CEO)
Human Res. Executive
Executive Director
Financial Executive
Marketing Head
Company Secretary
Unit Head (For per Division)
My Working Department
“To deliver world – class quality product (Mobiles) with continuous up
gradation of technology and maximum customer satisfaction”
ORGANIZATIONAL CHART
Product Portfolio
ZTE has the most complete telecommunications product line in the world, covering every
vertical sector of the wire line, wireless and terminal markets. With its independent and creative
R&D capability and customer-oriented and market-driven strategy, ZTE is capable of developing
and producing market-leading, first-class technologies in wireless, switching, access, optical
transmission, data, handsets and telecommunications software. ZTE uses this expertise to
provide end-to-end solutions tailored to the specific needs of customers around the world.
HISTORY
2005
Ranked as one of the 'Top 100 Information Technology Companies' by BusinessWeekJoined the
league of global telecoms giants by teaming up with Alcatel, Ericsson, France Telecom and
Portugal Telecom Became China's largest wireless equipment provider with a global wireless
capacity exceeding 100 million lines Became one of the three largest DSLAM suppliers
worldwide
2004
Listed on the Hong Kong Stock Exchange as the first A to H listed Chinese enterpriseLaunched
the world's first CDMA2000-based digital trunking technology – GoTa (Global open Trunking
architecture) Provided telecoms services for the 2004 Olympic Games in Athens – ADSL system
covered 16 facilities throughout the event Made the first 3G call in Africa over a ZTE UMTS
network in Tunisia
2003
Strategic emphasis on international business, with the number of international marketing staff
increased by over 100% Became the largest CDMA system provider to BSNL, India's largest
telecoms services company, and constructed Africa's largest CDMA WLL network in Algeria
2002
Established ZTE handsets as a strategic product and a new source of revenue growth Partnered
with Intel (China) to develop 3G wireless and wireless LAN integration communications
technologies and equipment for CDMA2000 and UMTS. Established ZTE Global Customer
Support Centre
2001
Constructed ZTE's first CDMA network for China Unicom, with a capacity of up to 1.1 million
lines Constructed the world's first Soft switch network for China Netcom Ranked No. 3 in the
'Top 50 listed companies with greatest development potential' in China Securities Journal-Asia
Business magazine
2000
Launched the world's first CDMA handset with detachable SIM card successfully put through
the first CDMA2000 1x call using ZTE equipment
1999
Launched ZTE189 dual-frequency handset, the first Chinese dual-frequency product with
Chinese-owned intellectual property first deployed the ZTE ZXMVC3000 video conferencing
system in an overseas market, in Kenya Signed ZTE's first PHS contract with China Telecom.
Established first overseas office, in Islamabad, Pakistan
1998
Won a US$95 million turnkey bid in Pakistan, the first large-scale overseas telecoms project
contracted with a Chinese telecoms company opened the company's first R&D institute in the
USA, developing software, switching and CDMA2000 1x technologies
1997 Listed on the Shenzhen Stock Exchange in China
1985-1996 Started transition to a multi-product R&D strategy, embracing wireless switching,
transmission, access, videoconferencing and power supply systems in 1996. Became the first
Chinese telecoms equipment provider to attain ISO9001 quality standard certificate in 1995
Developed ZXJ2000 digital SPC exchange which was awarded the 'Star of Innovation and
Invention' by the Chinese Branch of Technology Systems at the United Nations in 1993 Founded
Zhongxing Semiconductor Co. Ltd., the predecessor of ZTE Corporation in 1985, Shenzhen,
China
ZTE’s TELECOM BUSINESS STRATEGY
Focusing on CDMA in the Network Equipment Business
Aggressive Development of the Mobile Phone Business
Expanding Presence in Emerging Markets
ZTE COMPETITORS
The level of competition in telecom is increasing on a day-by-day basis. This is driven by the
drive to retain and sustain market share and also by the availability of choice for buyers. For
ZTE, their key competitor is as follows:
STRENGHTS
ZTE is the largest telecommunications equipments manufacturer and provider in china
ZTE has been listed as an A-Share company on Shenzhen Stock Exchange since 1997
ZTE is included in the top 100 information technology companies by leading US
Business magazine
ZTE is total solution provider
Their services are in co-operation with 150 operators in over 90 countries around the
world
ZTE has the most complete telecommunications product line in the world, covering every
sector of the wireline and wireless markets
ZTE’S capacity of wireless network is over 150 lines
They have strong R & D wing
ZTE was certified ISO 9000 award in1995. It was the first certification awarded to any
telecom industry
In 2006 ZTE was listed in China’s top 20 brands
WEAKNESSES
It is spending too much revenue on the training of its employees which is a risk because
the trained employee sometime does not seems to be productive for ZTE and chances are
there that they may switch to other company
The company is also losing out to competitors on the technology front as its system are
very much prone to the virus attacks
Although it is growing very fast but at the same time it is looking its customers as well as
because the competitor chasing close behind
They are investing too much in R & D But its marketing skills are below average
RESEARCH METHDOLOGY
The research work was conducted by the field studies by collecting information through
questionnaire and interview.
I have chosen closed questionnaire and interview methods because interpretation of data could
perform without any ambiguity.
The project was characterized in four phases which are as follows.
Phase – I –
Conception and definition – This the most crucial phase of the project and in that the decision
and commitment determine all that follows in this phase. This phase consisted the understanding
the basis requirement of the project. The project was conceptualized and problem was defined
keeping in mind of the main specific objective of the project.
The project involved an “exploratory research” to analysis the competitors (Customer
Satisfaction) of ZTE.
Phase – ii
Data collection –
The primary data was collected through questionnaire, which was given to the responded to fill
it.
Sampling plan:-
The sampling plan was divided into four main sections:
Sampling unit:-
In this part of research I have made questionnaire for different market. A questionnaire for ZTE
Customer and for Nokia Customer. I went to customer and Retailers for market research.
Sample area: -
I have chosen Gurgaon and Delhi for sample area.
Sampling procedure: –
I have chosen stratified sampling procedure
Phase – iii
Data Collection
The data which is collected for the purpose of the study is divided into two parts:
Primary Data: The data has been collected directly from the respondent with the
help of structured questionnaires.
Secondary Data: The secondary data was collected from internet and refrences
from library.
Phase – IV
Analysis of data – The collected data was analyzed through various angels to find out the
organization information and competitors information.
NOKIA COMPANY PROFILE
Nokia is a consumer led company. There is a progressive and continuous increase in consumer
involvement with technology and communications globally. People are broadening their modes
of communication to include the web and, social networks are becoming central to how people
communicate.
People want to be truly connected, independent of time and place, in a way that is very personal
to them. And, Nokia’s promise is to connect people in new and better ways.
Nokia’s strategy is to build trusted consumer relationships by offering compelling and valued
consumer solutions that combine beautiful devices with context enriched services.
Follow the story of Nokia - a century and a half of innovation, from a riverside paper mill in southwestern Finland to a global telecommunications leader.
From roots in paper, rubber, and cables, in just over 100 years Nokia becomes a powerful industrial conglomerate...
The newly formed Nokia Corporation is ideally positioned for a pioneering role in the early evolution of mobile communications...
As mobile phone use booms, Nokia makes the sector its core business. By the turn of the century, the company is the world leader...
The first Nokia century began with Fredrik Idestam's paper mill on the banks of the Nokianvirta river. Between 1865 and 1967, the company would become a major industrial force; but it took a merger with a cable company and a rubber firm to set the new Nokia Corporation on the path to electronics...
1865: The birth of NokiaFredrik Idestam establishes a paper mill at the Tammerkoski Rapids in south-western Finland, where the Nokia story begins.
1898: Finnish Rubber Works foundedArvid Wickström founds Finnish Rubber Works, which will later become Nokia's rubber business.
1912: Finnish Cable Works foundedEduard Polón starts Finnish Cable Works, the foundation of Nokia's cable and electronics businesses.
1937: Verner Weckman, industry heavyweightFormer Olympic wrestler Verner Weckman becomes President of Finnish Cable Works.
1960: First electronics departmentCable Works establishes its first electronics department, selling and operating computers.
1962: First in-house electrical deviceThe Cable Works electronics department produces its first in-house electrical device - a pulse analyzer for nuclear power plants.
1967: The mergerNokia Ab, Finnish Rubber Works and Finnish Cable works formally merge to create Nokia Corporation.
The first Nokia century began with Fredrik Idestam's paper mill on the banks of the Nokianvirta river. Between 1865 and 1967, the company would become a major industrial force; but it took a merger with a cable company and a rubber firm to set the new Nokia Corporation on the path to electronics...
1865: The birth of NokiaFredrik Idestam establishes a paper mill at the Tammerkoski Rapids in south-western Finland, where the Nokia story begins.
1898: Finnish Rubber Works foundedArvid Wickström founds Finnish Rubber Works, which will later become Nokia's rubber business.
1912: Finnish Cable Works foundedEduard Polón starts Finnish Cable Works, the foundation of Nokia's cable and electronics businesses.
1937: Verner Weckman, industry heavyweightFormer Olympic wrestler Verner Weckman becomes President of Finnish Cable Works.
1960: First electronics departmentCable Works establishes its first electronics department, selling and operating computers
1962: First in-house electrical deviceThe Cable Works electronics department produces its first in-house electrical device - a pulse analyzer for nuclear power plants.
1967: The mergerNokia Ab, Finnish Rubber Works and Finnish Cable works formally merge to create Nokia Corporation.
In 1992, Nokia decided to focus on its telecommunications business. This was probably the most important strategic decision in its history.
As adoption of the GSM standard grew, new CEO Jorma Ollila put Nokia at the head of the mobile telephone industry’s global boom – and made it the world leader before the end of the decade...
1992: Jorma Ollila becomes President and CEOJorma Ollila becomes President and CEO of Nokia, focusing the company on telecommunications.
1992: Nokia’s first GSM handsetNokia launches its first GSM handset, the Nokia 1011.
1994: Nokia Tune is launchedNokia launches the 2100, the first phone to feature the Nokia Tune.
1994: World’s first satellite callThe world’s first satellite call is made, using a Nokia GSM handset.
1997: Snake – a classic mobile gameThe Nokia 6110 is the first phone to feature Nokia’s Snake game.
1998: Nokia leads the worldNokia becomes the world leader in mobile phones.
1999: The Internet goes mobileNokia launches the world's first WAP handset, the Nokia 7110.
Nokia’s story continues with 3G, mobile multiplayer gaming, multimedia devices and a look to the future...
2002: First 3G phoneNokia launches its first 3G phone, the Nokia 6650.
2003: Nokia launches the N-GageMobile gaming goes multiplayer with the N-Gage.
2005: The Nokia Nseries is bornNokia introduces the next generation of multimedia devices, the Nokia Nseries.
2005: The billionth Nokia phone is soldNokia sells its billionth phone – a Nokia 1100 – in Nigeria. Global mobile phone subscriptions pass 2 billion.
2006: A new President and CEO – Nokia todayOlli-Pekka Kallasvuo becomes Nokia’s President and CEO; Jorma Ollila becomes Chairman of Nokia’s board. Nokia and Siemens announce plans for Nokia Siemens Networks.
2007Nokia recognized as 5th most valued brand in the world. Nokia Siemens Networks commences operations. Nokia launches Ovi, its new internet services brand.
2008Nokia's three mobile device business groups and the supporting horizontal groups are replaced by an integrated business segment, Devices & Services.
OBJECTIVES OF COMPANY
Nokia is a consumer led company. There is a progressive and continuous increase in consumer
involvement with technology and communications globally. People are broadening their modes
of communication to include the web and, social networks are becoming central to how people
communicate.
People want to be truly connected, independent of time and place, in a way that is very personal
to them. And, Nokia’s promise is to connect people in new and better ways.
Nokia’s strategy is to build trusted consumer relationships by offering compelling and valued
consumer solutions that combine beautiful devices with context enriched services.
JOINT VENTURES
Nokia has entered into several joint ventures over time, particularly in the areas of manufacturing
and research and development. Regional joint ventures have proven to be an effective way to
combine Nokia's global technology leadership with strong local partners to accomplish faster and
higher market penetration in new and emerging markets.
Meridea Financial Software Oy, Finland
Established 2001
New company founded by 3i, Accenture, Nokia and Sampo for producing and marketing
of software for mobile and online financial services
o Press release
Nokia (Suzhou) Telecommunications Co., Ltd., China
Established 2001
Established in 1998 as soly-owned foreign company, became Joint Venture in 2001
Production of GSM base station and cellular transmission product
Partner Shanghai Alliance Investment Ltd.
o Press release
Hangzhou R&D center, China
Established 2001
MoU between Nokia Networks and the Zhejiang Provincial Government of China signed
on November 22, 2001
Software development, platform technology development related to Nokia's 3G networks
Start of operatioins at the beginning of 2002
To start cooperation with a local partner in 2003
o Press release
Nice-business Solutions Finland Oy, Finland
Established 2000
Joint venture between ICL and Nokia focusing on developing solutions and services for
Nokia's e-business and customer relationship management (CRM) needs
o Press release
Nokia Neu Comm Tech Company Ltd., China
Established 2000
Software products research and development
Partner NEU-ALPINE Software Holding Co. Ltd
Nokia Citic Digital Technology Co. (Beijing) Ltd., China
Established 1999
Development, manufacturing and marketing of digital multimedia terminals
Partners CITIC Technology Co. Ltd and the Academy of Broadcasting Science
Symbian Limited, United Kingdom
Established 1998
Symbian supplies an advanced, open, standard operating system for mobile phones.
Symbian OS is used in the Nokia 9200 Communicators, the Nokia 7650 and Nokia
3650 as well as in the recently announced announced Nokia N-Gage. Symbian OS is
used in the S60 platform.
The shareholders are Nokia, Psion, Motorola, Samsung, Siemens, Sony Ericsson,
Ericsson and Panasonic.
For more information, visit
o www.symbian.com.
ChongQing Nokia Telecommunications Co. Ltd, China
Established 1998
Provision of a full range of services, manufacture and supply of products for fixed
networks
Partners ChongQing Telecommunications Bureau, ChongQing PTAC
SWOT ANALYSIS
STRENGTH
Durability
Long battery life
Brand loyalty
User friendly
WEAKNESS
Low voice quality
Heavy sets
Less stylish
OPPORTUNITY
Well designed Styled sets
Mobile with computer window
THREATS
China market
Orange , Vodafone are globally selling their own brands
ANALYSIS
1- Which was your first choice cellular phone when you want to use cell phone?
6020
14
6
NokiaRelianceMotorolaZTE
Approximately 60% of customer chooses nokia, 20% reliance,14% Motorola and only 6%
chooses ZTE
2- How did you know about ZTE phones?
65
15
20
AddsFrnOthers
Near about 65% says that through advertisements, 15%from friends and 20% through others
come to know about ZTE phones
3- Which type of advertisement you most like in ZTE phones?
5
10
50
35
AudioVisualAudio-VisualPrint
50% consumer says that they like audio – visual adds, whereas 35% are in favors of print, 10%
through visuals and remaining 5% through audio
4- What do you think before taking different type of brands?
40
25
30
5
Selling PriceBrand ValueWarrantyAll above
Approximately 40% consider the selling price, 30 % warranty, 25%brand value and 5% thinks
the other values
5- How long have you been using a particular mobile set?
55
20
15
10
< - 11 to 22 to 3> - 3
55% are using these phones from the past 1 year, 20% from1-2 year, 15% 2- 3 year and only
10% are using this more than 3 year
6- Which type of problem you are facing in mobile?
25
10
45
20
Acce.Key padbatteryPannel
45% faces the problem of battery, 25% ace., 20% panel and 10% have problem regarding
keypads
7- Are you satisfied with sales executives ?
35
2015
40
Excellent GoodSatisfiedUnsatisfied
Approximately 40% are unsatisfied with executives, only 15% are satisfied, 20% are in favour of
good and 35% said them excellent
8- Which cell phone advertisement you like most?
55
10
35
20
NokiaZTEMotorolaOther
Nokia advertisement are like the most nearly 55%, followed by Motorola 35%, ZTE 10% and
others 20%
9- Are you satisfied with ZTE phones?
10
24
65
***********
Only 1 % are satisfied with the ZTE Phones and rest all are un satisfied
OBSERVATION AND LEARNING OF ZTE TELECOM
Through my observation what I analyze that ZTE has many competitors in the market.
ZTE has divided their product into four categories and ZTE has given a specific name for the
every segment. Four product segments are given below:-
If we talk about Wireless segment in this segment ZTE has secured less than10% market share,
but on the other hand in wire line segment ZTE has only less than 5%.
If we talk about aftermarket sale it is not so good, it has lots of reason which is given below:
Duplicate product: - During my field survey what I find that many of Duplicate
products is lunching in market that’s why the market share of ZTE is very low in after
market segment.
Unavailability of product: - second think which I analyzed that unavailability
of the product.
Lack Of awareness: - Another problem is that people are not aware about the
ZTE phones.
Comparatively Low Price Product: - Although ZTE has no. of price range
but comparatively ZTE price range is lower than its competitors.
Recommendations
During study I found lots of problem in the organization. Here is some recommendation is given
below by which organization can maximize profit and grow.
Should Use latest Mobile: - ZTE should use latest technology through that they can
grow fast. During my study I saw that many of mobiles are out of date. It also affects the
output of organization.
Should hire young employee – ZTE should hire young employee because young
people have zeal to do work fast. They can work fast then old employee.
Should increase distributors: - ZTE should increase distributor because ZTE
supply in market is very low. By increasing distributor they will increase their supply
Should use hologram for product :- During my study what I analyze that there
are many duplicate product of ZTE is available in the market which have same looks as
ZTE , so for unique identity they should use hologram for their product.
Should more emphasis on promotion: - ZTE should more emphasis on
promotion, because customer is not aware about the product of ZTE. So ZTE should
more emphasis on promotion.
Should provide some scheme to customer: - ZTE should provide some scheme
to customer because it will also increase after market sale.
Proper distribution channels: ZTE should use proper distribution channel
through this they can deliver their product timel
Conclusion
According to my study what I found that ZTE is a well brand name company in Indian market as
well as globally. Some of the findings are given below.
Firstly, mobile segment ZTE has more than 6% market share.
According to my research what I found that most of the customer don’t know about the
ZTE it mean the awareness level of Brand in after market segment is very low.
During my study what I found that for the customer ZTE is well known brand but they
are not satisfied with the quality of the product. It mean the quality of the product is
comparatively is low
During my study what I analyze that Unavailability of the product. Product is not
available in the market may be there can be a problem of proper SCM.
Through my field study what I analyze that ZTE has nokia the major competitors in every
segment.
According to me the mantra for success of ZTE will be QCD that is Q = quality, C= Customer,
D= delivery.
Bibliography
www.ZTE.com
www.nokia.com
Marketing Management
(Philips Kotler)
Appendix
Questionnaire
Ques (1) :- Which was your first choice cellular phone when you want to use cell phone?Ans :- (1) Nokia ( ) (2) Motorola ( )
(3) ZTE ( ) (4) Reliance ( )Ques (2) :- How did you know about ZTE phones?Ans :- (1) Advertisement ( ) (2) Friend ( )
(3) Any other ( )Ques (3) :- Which type of advertisement you most like in ZTE phones?Ans :- (1) Audio ( ) (2) Visual ( )
(3) Audio-Visual ( ) (4) Print ( )Ques (4) :- What do you think before taking different type of brands? Ans :- (1) Selling price ( ) (2) Brand value ( )
(3) Warranty ( ) (4) All of these ( )Ques (5) :- How long have you been using a particular mobile set?Ans :- (1) Less than 1 year ( ) (2) 1 -2 year ( )
(3) 2-3 year ( ) (4) More than 3 year ( )Ques (6) :- Which type of problem you are facing in mobile?Ans :- (1) Accessories ( ) (2) Keypads ( )
(3) Battery ( ) (4) Panels ( )Ques (7) :- Are you satisfied with sales executives ?Ans :- (1) Excellent ( ) (2) Good ( )
(3) Satisfied ( ) (4) Unsatisfied ( )
Ques (8) :- Which cell phone advertisement you like most?Ans :- (1) Nokia ( ) (2) ZTE ( )
(3) Motorola ( ) (4) Any other ( )
Ques (9) :- Are you satisfied with ZTE phones?Ans :- (1) ***** ( ) (2) *** ( )
(3) ** ( ) (4) * ( )Ques(10):- Would you like to give your suggestions to improve the satisfaction level of customers?Ans :- (1) Yes ( ) (2) No ( )