Information & Communication Seminar

PowerPoint Presentation

INDIAN INSTITUTEOF SOCIAL WELFAREAND BUSINESS MANAGEMENT

Voice of Mobile CustomersSouvik Anurag Subham Anwesha Sayan Ankan & Shailja APGDTMPresentation

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PrefaceToday mobile phones have become much more than a simple communications device.

Mobile phones have become the ultimate necessity.

Customers prefer to stay connected not only through voice, but also through internet.

25-Feb-16ICT MANAGEMENT SEMINAR 20162

Current ScenarioIndia's Telecommunication networkis the second largest in the world.Total Mobile Subscriber in India : 1.009 billion.(Nov 15).Total internet users : 317 million Internet penetration :30%.


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ObjectiveTo Identify the areas of concern for mobile customers and recommend to telcos for enhancement of service level thereby improving their business result. 25-Feb-16ICT MANAGEMENT SEMINAR 20164

ScopeMobile customers using voice & data in urban areas. 25-Feb-16ICT MANAGEMENT SEMINAR 20165

Kolkata BangaloreHyderabadChennaiMumbaiNew DelhiPune

Major Focus :KOLKATA3rd in terms of Mobile Growth

Customers satisfaction is the key differentiator in todays market :Multiple OperatorTele-density >100%New Technology

25-Feb-16ICT MANAGEMENT SEMINAR 20166Rationale

Methodology25-Feb-16ICT MANAGEMENT SEMINAR 20167

ImplementationNo. of respondents : 200 Online survey. Customers interview.16 questions on major areas of concern.25-Feb-16ICT MANAGEMENT SEMINAR 20168

Observation & Analysis25-Feb-16ICT MANAGEMENT SEMINAR 20169

Age Group & Location25-Feb-16ICT MANAGEMENT SEMINAR 201610Most of the respondents belong to the age group 22-32yrs.Most of the respondents belong to Kolkata.

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Data Usage Location 25-Feb-16ICT MANAGEMENT SEMINAR 201611 Mobile subscribers prefers to use data all the time.

Areas of DissatisfactionCall Drop & Repeat Call Excessive ChargingLower Data Speed Spam Call or Messages25-Feb-16ICT MANAGEMENT SEMINAR 201612

Concern Areas25-Feb-16ICT MANAGEMENT SEMINAR 201613Low Signal strength is the major issue of concern

25-Feb-16ICT MANAGEMENT SEMINAR 201614Does Customers Dissatisfaction Depend on Data Usage Location?A Chi Square Test Analysis

25-Feb-16ICT MANAGEMENT SEMINAR 201615Does Customers Dissatisfaction Depend on Data Usage Location?

Does Customers Dissatisfaction Depend on City?25-Feb-16ICT MANAGEMENT SEMINAR 201616A Chi Square Test Analysis

25-Feb-16ICT MANAGEMENT SEMINAR 201617Does Customers Dissatisfaction Depend on Age?A Chi Square Test Analysis

25-Feb-16ICT MANAGEMENT SEMINAR 201618Does Customers Dissatisfaction Depend on Age?

Social Networking25-Feb-16ICT MANAGEMENT SEMINAR 201619NOW and WOW Factor.Mobile Data Users Indulgence on Social Networking.

Data Pack Preference

25-Feb-16ICT MANAGEMENT SEMINAR 201620Age 22-32 yrs:1day & 3day data pack.Age 32 and above:14 day data pack

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Interaction With Respondents25-Feb-16ICT MANAGEMENT SEMINAR 201621

Ankan@SaltlakeSubham@ Chandannagar

Response:Most Preferred app : Online & SocialMonthly expenses : 100 or aboveIssue : Data speed lower than expected.Preferred Service Provider : BSNL & Aircel

Response:Most Preferred app : Social & Gaming.Monthly expenses : 150 or aboveIssue : Delayed response from customer care.Preferred Service Provider : Airtel ,Vodafone

Leads to ChurnFinding Other Operators AttractiveCustomer DissatisfactionCustomer Satisfaction


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Monthly Spending

25-Feb-16ICT MANAGEMENT SEMINAR 201623 Most mobile subscriber spends from Rs100-300 monthly for data. Monthly expenses for customers varies with service provider.

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Current Limitations And Future Extension Data gathering was limited to 200 responses due to time limitations. As the survey was based predominantly on online responses, there was little face-to-face interaction.

We will consider these points if we pursue this project in future.


Recommendation:25-Feb-16ICT MANAGEMENT SEMINAR 201625

Ensure availability of proper signalInternet connectivity with better and consistent data speedBetter quality of serviceAffordability

Conclusion25-Feb-16ICT MANAGEMENT SEMINAR 201626We conducted survey to understand mobile customers.Gathered their responses and analyzed it.Various areas of concerns were identified.Message was conveyed to telcos for improvement of their service level.

Thank You !!25-Feb-16ICT MANAGEMENT SEMINAR 201627