Chapter-1

INTRODUCTION TO THE TOPIC

Consumer behaviour
Consumer behavior is the study of how people buy, what they buy, when they buy and why they buy. It
blends elements from psychology, sociology, sociopsychology, anthropology and economics. It attempts
to understand the buyer decision processes/buyer decision making process, both individually and in
groups. It studies characteristics of individual consumers such as demographics, psychographics, and
behavioral variables in an attempt to understand people's wants. It also tries to assess influences on the
consumer from groups such as family, friends, reference groups, and society in general.

Attitude

Attitude is a hypothetical construct that represents an individual's like or dislike for an item. Attitudes
are positive, negative or neutral views of an "attitude object": i.e. a person, behavior or event. People can
also be "ambivalent" towards a target, meaning that they simultaneously possess a positive and a
negative bias towards the attitude in question.

Attitudes are composed from various forms of judgments. Attitudes develop on the ABC model (affect,
behavioral change and cognition). The affective response is a physiological response that expresses an
individual's preference for an entity. The behavioral intention is a verbal indication of the intention of an
individual. The cognitiveresponse is a cognitive evaluation of the entity to form an attitude. Most
attitudes in individuals are a result of observational learning from their environment.
Attitude-Behavior Consistency : Consumers often do not behave consistently with their attitudes for
several reasons:

 Ability. He or she may be unable to do so. Although junior high school student likes pick-up
trucks and would like to buy one, she may lack a driver’s license.
 Competing demands for resources. Although the above student would like to buy a pickup truck
on her sixteenth birthday, she would rather have a computer, and has money for only one of the
two.
 Social influence. A student thinks that smoking is really cool, but since his friends think it’s
disgusting, he does not smoke.
 Measurement problems. Measuring attitudes is difficult. In many situations, consumers do not
consciously set out to enumerate how positively or negatively they feel about mopeds, and when
a market researcher asks them about their beliefs about mopeds, how important these beliefs are,
and their evaluation of the performance of mopeds with respect to these beliefs, consumers often
 do not give very reliable answers. Thus, the consumers may act consistently with their true
attitudes, which were never uncovered because an erroneous measurement was made.

Changing behavior: People like to believe that their behavior is rational; thus, once they use our
products, chances are that they will continue unless someone is able to get them to switch. One way to
get people to switch to our brand is to use temporary price discounts and coupons; however, when
consumers buy a product on deal, they may justify the purchase based on that deal (i.e., the low price)
and may then switch to other brands on deal later. A better way to get people to switch to our brand is to
at least temporarily obtain better shelf space so that the product is more convenient. Consumers are less
likely to use this availability as a rationale for their purchase and may continue to buy the product even
when the product is less conveniently located. (Notice, by the way, that this represents a case of
shaping).

Changing beliefs: Although attempting to change beliefs is the obvious way to attempt attitude change,
particularly when consumers hold unfavorable or inaccurate ones, this is often difficult to achieve
because consumers tend to resist. Several approaches to belief change exist:

 Change currently held beliefs: It is generally very difficult to attempt to change beliefs that
people hold, particularly those that are strongly held, even if they are inaccurate. For
example, the petroleum industry advertised for a long time that its profits were lower than
were commonly believed, and provided extensive factual evidence in its advertising to
support this reality. Consumers were suspicious and rejected this information, however.
 Change the importance of beliefs: Although the sugar manufacturers would undoubtedly
like to decrease the importance of healthy teeth, it is usually not feasible to make beliefs less
important--consumers are likely to reason, why, then, would you bother bringing them up in
the first place? However, it may be possible to strengthen beliefs that favor us--e.g., a
vitamin supplement manufacturer may advertise that it is extremely important for women to
replace iron lost through menstruation. Most consumers already agree with this, but the belief
can be made stronger.
 Add beliefs: Consumers are less likely to resist the addition of beliefs so long as they do not
conflict with existing beliefs. Thus, the beef industry has added beliefs that beef (1) is
convenient and (2) can be used to make a number of creative dishes. Vitamin manufacturers
attempt to add the belief that stress causes vitamin depletion, which sounds quite plausible to
most people.
 Change ideal: It usually difficult, and very risky, to attempt to change ideals, and only few
firms succeed. For example, Hard Candy may have attempted to change the ideal away from
traditional beauty toward more unique self expression.
Attitude Change
Changing the Function that the Product Serves
Associate the Product with a Famous Personality or an Established Organization
Changing Attitudes by Presenting the Product in a New Light
Change the Beliefs of the Consumer Regarding the Product
Try to Change the Perception of the Consumer

Need to understand:

 Why consumers make the purchases that they make?

 What factors influence consumer purchases?
 The changing factors in society.

Consumer Buying Behavior refers to the buying behavior of the ultimate consumer. A firm needs to
analyze buying behavior for:

 Buyers’ reactions to a firms marketing strategy has a great impact on the firm’s success.
 The marketing concept stresses that a firm should create a Marketing Mix that satisfies
customers, therefore need to analyze the what, where, when and how consumers buy.
 Marketers can better predict how consumers will respond to marketing strategies.

If a marketer can identify consumer buyer behavior, he or she will be in a better position to target
products and services at them. Buyer behavior is focused upon the needs of individuals, groups and
organizations.

It is important to understand the relevance of human needs to buyer behavior (remember, marketing is
about satisfying needs).

Let's look at human motivations as introduced by Abraham Maslow by his hierarchy of needs: The
hierarchy is triangular. This is because as you move up it, fewer and fewer people satisfy higher level
needs. We begin at the bottom level.

Physiological needs such as food, air, water, heat, and the basic necessities of survival need to be
satisfied. At the level of safety, man has a place to live that protects him from the elements and predators.
At the third level we meet our social and belongingness needs i.e. we marry, or join groups of friends,
etc.

The final two levels are esteem and self-actualization. Fewer people satisfy the higher level needs.
Esteem means that you achieve something that makes you recognized and gives personal satisfaction, for
example writing a book. Self-actualization is achieved by few. Here a person is one of a small number to
actually do something. For example, Neil Armstrong self-actualized as the first person to reach the Moon

Major Players
1) NTPC with around 33 GW of power generation capacity is India’s largest power utility by far and is
planning to more than double that capacity to 75 GW by 2017 .The company mainly depends on coal and
gas based power but is diversifying into gas,hydel,nuclear and solar power as well.It is one of the best
run state owned companies and has executed well in building as well as running old plants.The company
is one of the most valuable companies in terms of market cap as well wit ha market cap of nearly $35
billion.
2) NHPC – State owned like NTPC,this hydro power focused power company came out with an IPO
with much fanfare.However slow implementation and lower profits have resulted in the stock prices
declining a lot.However the company aims to double its electricity generation of 5 GW in the next 5
years or so by focusing on hydel generation in the Northern states of India.
3) Tata Power – The largest private utility in India has ambitious plans to grow like the other private
sector companies in India.The company has interests in electricity distribution as well.Tata Power has a
presence in thermal, hydro, solar and wind areas of power generation, transmission and retail with a
capacity of nearly 3 GW.Tata Power is building numerous power plants and transmission projects in JV.
4) Adani Power – Power Limited is part of Adani Group with capacity of 1980MW.The company
currently operates India’s only super-critical power plant in Gujarat. The company is currently
implementing 16500 MW at different stages of construction..The company is currently implementing
thermal projects of 3300MW at Maharastra and 1320MW at Rajasthan.The Adani Group has bought
coal mines outside the country and with its port and shipping companies forms an integrated coal to
power story.
5) Damodar Valley Corporation – DVC is a state owned organization with interests in flood control,
irrigation, generation, transmission and distribution of electricity located in the Damdoar Valley in the
east of the country.There are hydro-electric power stations at Tilayia, Maithon and Panchet, with total
installed capacity of 144 MW.DVC operates thermal power stations at with total capacity of 2745 MW.
DVC is expanding its thermal power capacity and with the completion of its present plans by 2012 it
would be generating more than 11000 MW of power
6) Lanco Infratech – Lanco is fast emerging Andhra Pradesh based Group and has become a top private
sector power developer with 2 GW capacity and another 18 Gw under development.Lanco through its
step down Australian subsidiary, Lanco Resources Australia, has acquired Griffin Coal Mining Company
and Carpenter Mine Management.
7) SJVN – SJVN is the second largest hydel power company in India which is a JV between the Indian
government and the Himachal Pradesh state.The company owns the largest hydro plant in India the
Nathpa Jhakri Hydroelectric 1500 MW Power Project .The company is trying to expand like NHPC but
has been facing execution problems.
8) Nuclear Power Corporation of India( NPCIL) – Another state owned company,NPCIL is focused
on generating Nuclear Power.The company operates around 4.5 GW of Nuclear Capacity in 6
locations.The company is expected to expand hugely in the future with India planning to add around 2
GW of Nuclear Power over the next decade.
9) CLP Power – CLP India Private Ltd. is a wholly owned subsidiary of CLP Holdings, a leading
investor-operator in the Asia Pacific energy sector.CLP is also the largest foreign investor in Wind
Power in India with over 450MW of wind power projects which are spread across 5 states. This apart, it
is also in the process of developing a 1320MW coal firedpower plant located at Jhajjar, Haryana, which
is due for commissioning in Dec 2011.It also owns a gas power plant in Gujarat.
10) Neyveli Lignite Corporation -Neyveli Lignite Corporation is a PSU like NTPC and is also involved
in lignite mining company in India. The company is mainly based out of the southern state of Tamil
Nadu and mines some 24 million ton of lignite per year with an installed capacity of 2490 MW<
11) Torrent Power – Like Adani Power,it is a Gujarat based company with interest in both transmission
and generation.Torrent has a generation capacity of 1647.5 MW and distributes power in Ahmedabad,
Gandhinagar, Surat, Bhiwandi and Agra.It is expanding in Gujarat and Uttar Pradesh.
Other Private Groups that are setting up big power capacities are JSW Energy,Sterlite Energy,GVK
Energy,Moser Baer,Welspun Energy,Essar Energy,GVK Power.There are also state owned and run
Power Generation Companies Punjat State Power,Haryana Power Generation,Gujarat State Energy
etc.Orient Green Power,Greenko are green focused utilities with big expansion plans.
Objectives of Study:
 To study the customer awareness for BSES .
 To understand the customers attitude towards BSES.
 To know the customers attitude towards the service provided by the company.
.
Literature Review
Research Methodology
Data Source:
The sources of data collected are:
Secondary Data:
 Information is collected through internet
 From various text books
 Journals and magazines
Primary Data:
 Questionnaire

Sampling method:
 Sample size: 100 samples
 Sample unit: Existing customers of BSES
 Sample area: Delhi Ncr
 Sample Technique: Convenience sampling

Tools Used For Analysis:

MS excel
Data Collection Approach:
Primary data has been used to carry out the research successfully. The secondary data has been collected
from various journals and publications. For the purpose of gathering primary data a structure and non-
disguised questionnaire was designed to collect data from the Customers. The questionnaire contains
both open-ended and close-ended questions.
Method of Communication:
In order to minimize the bias in data collection, the method of personal interaction was adopted.
Limitations of the study:
 . Time limit was major constraint.
 Constraints in getting appointment.
 Low awareness.
 Lack of time to cover all the accounts
 Time limit was major constraint.
 The Sample size restricted to 100 only
 Research was only deal with responses that is given by consumers during the survey. .
Chapter 2
Company profile
BSES (Bombay Suburban Electricity Supply) is the part of Reliance ADA GROUP. BSES-Delhi is the
privatization of Delhi’s power sector and unbundling of the Delhi Vidyut Board in July 2002, the
business of power distribution was transferred into two distribution companies (Discoms) BSES
Yamuna Power Limited (BYPL) and BSES Rajdhani Power Limited (BRPL).These two distribute
electricity to customers in two thirds of Delhi. The Company acquired assets, liabilities, proceedings and
personnel of the Delhi Vidyut Board(DVB) as per the terms and conditions contained in the Transfer
Scheme.
BYPL BSES Yamuna Power Limited distributes power to an area spread over 200 sq kms with a
populationdensity of 5953 per sq km. It’s 11.9lakh customers are spread over 14 districts across Central
and East.
BRPL BSES Rajdhani Power Limited distributes power to an area spread over 750 sq. km with a
populationdensity of 2192 per sq km. Its’ over 16.44 lakh customers are spread in 19 districts across
South(I and II) and West(I and II).

BSES Rajdhani Power Limited

BSES Rajdhani Power Limited (BRPL), a joint venture between BSES Limited and the government of
NCT of Delhi had taken over the distribution of electric power in the area of South & West Delhi from
Delhi Vidyut Board (DVB) on July 2002. For administrative purpose, BRPL is split into 19 business
units on the basis of number of consumers. The various consumer touch points include Consumer Care
Centers, Complaint Centers, Consumer Call Centers to facilitate commercial process such as new
connection, billing related queries, solving the complaints etc,.

BRPL have invested about 1836 crores from 2002-03 to 2006-07 for infrastructural development to bring
down the losses and provide quality supply to the consumers. BRPL have a plan for electrification of
unauthorized colonies and JJ cluster during 2007-08 to 2010-11. About 283000 colonies and JJ cluster
will be covered in this program. Our plan is to reduce the AT & C losses to less than 22% by 2010-2011.
Annual shortfall of about 750 MW is projected up to 2010-11 and demand supply gap will be met by
PPA with existing and upcoming power projects. While developing the business plan due weight-age has
been given to facets such as reduction of AT&C loss, strengthening of existing system, automation, and
routine up-gradation for development of distribution network with the aim to maintain a reliable and
quality power supply to its consumer.
VISION

 To be amongst the most admired and most trusted integrated utility companies in the world.

 To deliver reliable and quality products and services to all customers at competitive costs, with
international standards of customer care- thereby creating superior value for all stakeholders.

 To set new benchmarks in: standards of corporate performance and governance, through the
pursuit of operational and financial excellence, responsible citizenship and profitable growth.

MISSION

 To attain global best practices and become a world-class utility.

 To provide: uninterrupted, affordable, quality, reliable, safe and clean power to our customers.

 To achieve excellence in: service, quality, reliability, safety and customer care.

 To earn: trust and confidence of all customers and stakeholders by exceeding their
expectations, and make the company a respected household name.

 To work: with vigor, dedication and innovation keeping total customer satisfaction as the ultimate
goal.

 To consistently achieve: high growth with the highest levels of productivity.

 To be: a technology driven, efficient and financially sound organization.

 To be a responsible corporate citizen nurturing human values and concern for society, the
environment and above all, people.

 To contribute: towards community development and nation building.

 To promote a work culture that fosters: individual growth, team sprit and creativity to
overcome challenges and attain goals.
  To encourage: ideas, talent and value systems.

 To uphold the guiding principles of: trust, integrity and transparency in all aspects of interactions
and dealings.

CORPORATE GOVERNANCE

 We believe in proactive initiatives in ushering in good governance practices and procedures. We

have reviewed our governance practices in accordance with existing code of governance and the
recommendations made for amending the code.

 As a result, the Institute of Company Secretaries of India (ICSI) has awarded BSES for achieving
the highest standards of good governance practices. Additionally, the Indian Institute of Directors
has also awarded the Golden Peacock Award for pursuit of excellence in corporate governance to
BSES

  We are committed to practicing sound governance principles in order to further improve our
company’s performance,


 with a view to maximizing value for all our stakeholders, including shareholders, customers
and employees.
VALUES

BSES Rajdhani Power Ltd. (BRPL) is committed to continuously improving the quality and
reliability of its service towards the consumers and fulfilling the expectations of all its
Stakeholders in a manner that is safe, ethical, law abiding, healthy and environment friendly.

i. Shared Values
 Strive for customer satisfaction
 Strive for operational excellence and build one BSES,
 Value integrity and zero tolerance for breach of ethics,
 Build a performance oriented and highly engaged force
 Proactively purse safety,
 Strive to be recognized as exemplary corporate citizen.

Six Principles

o Standards
o Information and Openness
o Choice and Consultation
o Courtesy and Helpfulness
o Putting Things Right
o Value for Money

Believes in Consumers Rights

o Right to safety
o Right to Choice

o Right to redressel
o Right to be heard
o Right to education
o Right to information
o Right to quality service
o Right to standard
 Awards & Recognition

ccolades at both national and international forums for their class leading performance,Processes and
deployments. These are not confined to customer centric and best in class IT deployments alone.
BSES have also received them for their record AT & C loss reduction, excellence in cost management
and their testing labs.
 Power Awards 2oo9 for “Overall Loss Reduction in Urban Segment ”

 NABL accreditation (ISO/IEC 17025:2005) for meter testing labs.

 ISO 27001 certificate for IT Development.

 ISO 9001:2000 certificate for HR processes.

 ICAWA’s 6th National Awards for Excellence in Management – 2008 in the ‘Private Service Sector
– Large Category’

 Diamond EDGE Awards (2009) From United Business Media(Network Computing)

 “PC Quest Best IT Implementation of the Year”-2009 from the PC Quest.

 “Enterprise Connect Awards”-2009 from CIOL (Cyber media Online )

 CIO 100 Awards from International Data Group (IDG) .

 Network Innovation Awards-2005 from HECL.

 CIO 100 Awards – 2007 from IDG, USA.

 CIO Leadership Awards -2007,2008 from IDG, USA.

 NASSCOM recognition – 2007 fromNASSCOM.

 BOLD CIO 100 Awards – 2008 from IDG, USA.

 • Chapter -3
• Data analysis, Intrepretations and results

Q.1- Are you satisfied with the services of BSES?

Responses:

In the first quest we want to know how much consumer are satisfied with BSES offering services.

Options Respondent in Number Respondent in %age

A) Yes 96 96 %

B) No 4 4%

Total 100
Q.2. Please ranks the service quality offered by BSES:

Responses:
In the 2nd question we want to identify quality of BSES offering services. In the modern era, everyone
wants best quality of services. Good quality of services makes a good image of company.

Options Respondent in Number Respondent in %age

A) Highly Satisfied 8 8%

B) Quite Satisfied 69 69%

C) Somewhat Satisfied 16 16%

D) Needs Improvement 8 8%

E) Extremely Dissatisfied 0 0%

Total 100
Q.3- Please rank the following services offered by BSES as per your personal experience.
a) Supervision

Options Respondent in number Respondent in %age

A) Highly Satisfied 41 42.793 %

B) Quite Satisfied 24 25.676 %

C) Somewhat Satisfied 16 17.117 %

D) Needs Improvement 12 13.964%

E) Extremely Dissatisfied 5 0.45 %

98within 100 because 2

Total person
had not any experience about
this
b) New Connection

Options Respondent in number Respondent in %age

A) Highly Satisfied 23 23.4 %

B) Quite Satisfied 30 30. 6%

C) Somewhat Satisfied 13 13.3 %

D) Needs Improvement 24 24.6 %

E) Extremely Dissatisfied 9 9.1%

Total 98within 100 because 2

respondent had not
experience
about new connection
c) Billing

Options Respondent in number Respondent in %age

A) Highly Satisfied 49 49.4 %

B) Quite Satisfied 23 23.2 %

C) Somewhat Satisfied 7 7.0 %

D) Needs Improvement 19 19.1 %

E) Extremely Dissatisfied 1 1.0%

Total 99 within 100 because 1

respondent had not
information
about this
d) Behavior

Options Respondent in number Respondent in %age

A) Highly Satisfied 50 50.7%

B) Quite Satisfied 36 36.3%

C) Somewhat Satisfied 8 8%

D) Needs Improvement 5 5%

E) Extremely Dissatisfied 0 0%

Total 99 within 100 because 1

respondent did not say about
this
Q.4- How much time BSES takes in resolving your complaints?

………
f) Within one week ………
………
g) Within two weeks ………
………
h) Within three weeks ………
………
i) Within four weeks ………
………
j) More than a month ………

This question can not be justified on consumer’s responses those have been taken during the
survey because BSES is executing on each complaints within a different timeline outlined by
Delhi Electricity Regulatory Commission—DERC.
Q.5- Please rank the behavior pattern of BSES customer care representative

This question shows the behavior of Customer Care Representative of BSES. Because every
consumer might be have different experience whenever they visit.

Responses:

Options Responses in number Responses in %age

57 58.16 %
a) Courteous and well informed
34 34.6 %
b) Courteous but not well informed
2 2.04 %
c) Informed but not courteous
4 4.0 %
d) Somewhat courteous and informed
1 1.02 %
e) Rude and ill informed
Total 98 within 100 because 2
respondent did not respond
on
This
Q.6- Are you aware of the various bill payment options? If yes, please name the options:

By this question we want to find out consumer awareness on Bill Payment Option offered by
BSES.

Respondent awareness in Respondent awareness

Bill Payment Option number in %age

75 75%
a) Kiosk
20 20%
b) Credit Card/Net Banking
92 92%
c) BSES Counter
11 11%
d) Jeeven Counter
4 4%
e) Cheque via Mail
15 15%
f) Drop Boxes
3 3%
g) Skypack
4 4%
h) Oxicash & Oxizen
28 28%
i) Easy Bill
6 6%
j) Suvidha Kendra
5 5%
k) ITZ
1 1%
l) Pay by Phone
Each respondent is
Total aware many Bill
payment Option
Q.7- Are you getting tips from BSES on how to conserve electricity?

The purpose of the 7th question is to find out communication between consumers and company.
How the company making the people aware on power saving.

Responses:

Options Respondent in Number Respondent in %age

A) Yes 23 23.4 %

B) No 75 76.6 %

Total 98 within 100 because 2

respondent not replied
Q.8- Are you satisfied with our communication related to new initiatives launched by BSES?

This question also shows communication between consumers and company. How much people get to
know BSES’s new initiative that is being launching.

Responses:

Options Respondent in Number Respondent in %age

A) Yes 18 18.36 %

B) No 80 81.63%

Total 98 within 100 because 2

respondent not replied
Q.9- Have you registered yourself for SMS / e-Bill?

In the 9th question research objective is to find out how much consumer have been registered for
“Bill on SMS/Email-ID”.

Responses:
Registered For Options Respondent in No. Respondent in %

SMS a) Yes 87 89.6%

b) No 10 10.3%

Total 97 within 100 because 2 respondent are not replied

E-Bill a) Yes 93 94.8%

b) No 5 5.10%

Total 98 within 100 because 2 respondent are not replied

 Q.10- Which payment option is most preferred by you?

This question describes the consumer preference on Bill Payment Options.

Responses:

Bill Payment Option Respondent in number Respondent in %age

26 26v
a) Kiosk
8 8%
b) Credit Card/Net Banking
59 59%
c) BSES Counter
1 1%
d) Jeeven Counter
1 1%
e) Cheque via Mail
1 1%
f) Drop Boxes
0 0%
g) Skypack
1 1%
h) Oxicash & Oxizen
2 2%
i) Easy Bill
1 1%
j) Suvidha Kendra
1 1%
k) ITZ
0 0%
l) Pay by Phone
Total 100
Q.11- When you visit at customer care centers; how was the response?

This question represents the activeness and communication system of the customer care centre.

Responses:

Options Respondent in number Respondent in %age

5 5%
a) Very good
35 35 %
b) Good
36 36 %
c) Fair
19 19 %
d) Poor
5 5%
e) Very Poor
Tota
l
100
Chapter-4

Finding, Conclusion and Reccomendation

9.4 Finding

Most of the Consumers are satisfied with the services of BSES.

Around 92% of the consumers are satisfied with quality of the services and 8% told that there
should be improvement needed.

Around 93% of the consumers think that power supply is good and 7% want improvements.

By the supervision around 86% of the consumers satisfied but 14% want improvement.

New connection process has around 63% satisfaction of the consumers but 25% want
improvement and 9% are extremely dissatisfied.

Around 80% of the consumers are satisfied with billing process but 19% are not completely and
1% are extremely dissatisfied.

Behavior of the employee is so good only 5% of the consumers want improvement.

Bill payment options are up to the mark now only 1% of the consumers need more in number.

Safety by the Power distribution gives 88% satisfaction to its consumers but 11% of the consumers
need improvement and 1% are extremely dissatisfied.

Power fluctuation is happening at few places around 17% consumers want amendment in this.

Load enhancement process creates problem sometime so 18% consumers want rectification in this
process.

Doors steps services is serious concern 33% consumers demanded immediate action on it and 11%
consumers hopeless from DSS.
Although 79% consumers are satisfied with Web support services but it should be more
convenient.

Bill delivery shows 81% satisfaction level of the consumers but somewhere problem is occurring
due to wrong address otherwise absence of the consumer.

Meter is working properly and shows 90% satisfaction level of the consumers.

Customer care representative is doing their duty up to the mark sometime miscommunication
happen.

BSES counter and Bill payment kiosks is most preferred and have awareness of the consumers,
Internet Banking and Easy Bill also being preferred and aware by consumers.

BSES is striving to communicate people about power saving and new initiative taken.

Although so much consumers are not registered yet for Bill on SMS/Email ID but now consumers
are being aware so it will be accepted soon.

Although 75% of the consumers have good experience of customer care centres but here should be
more customer supportive environment.
5 Recommendation

In case of power cuts please inform the consumers before throughout suitable communication
system.
Advertising throughout the media like T.V Channels, FM Radio, Internet, Public Displays etc.

Latest technology awareness to consumers for power saving and Eco-Friendly like LED
light, power saving electronic instruments.

More coordination is needed in employees.

In case any changes in communication system of the company then please inform the
employees before so that lest turbulence to consumers and employees.

Consumers are suffering from DSS so please there are extremely needs of improvement as
soon as possible.

There should be more awareness about existing Bill Payment Options.

Please make improvement in supervision.
Please send Bill Paid statement on mobile or email id.
 Questionaire
CRN/CA NO:…………………………………………………………………
Customer Name: ……………………………………………………Age……..
Address:………………………………………………………………………..
Contact No:……………………………………………………………………..
Email Id:…………………………………………………………………………
Q.1 Are you satisfied with the services of BSES?
Yes
No
Q.2. Please ranks the service quality offered by BSES:
A) Highly satisfied
B) Quite satisfied
C) Somewhat satisfied
D) Needs improvement
E) Extremely dissatisfied

Q.3- Please rank the following services offered by BSES as per your personal experience.
a) Power supply ………………
b) Supervision ………………
c) New connection ………………
d) Billing problem ………………
e) Behavior ………………
(1= highly satisfied, 2=quite satisfied, 3=somewhat satisfied, 4= Needs improvement, 5=
extremely dissatisfied)
Q.4- How much time BSES takes in resolving your complaints ?
…………
a) Within one week ……
…………
b) Within two weeks ……
…………
c) Within three weeks ……
…………
d) Within four weeks ……
…………
e) More than a month ……
Q.5- Please rank the behavior pattern of BSES customer care representative
 …………
a) Courteous and well informed ……
…………
b) Courteous but not well informed ……
…………
c) Somewhat courteous and informed ……
…………
d) Rude and ill informed ……

Q.6- Are you aware of the various bill payment options? If yes, please name the options:

……………………………………………………………………………………………………………
…………………………………….

Q.7- Are you getting tips from BSES on how to conserve electricity?
a) Yes …………….….

b) No
…………….….
Q.8- Are you satisfied with our communication related to new initiatives launched by BSES?
a) Yes …………
 b) No

……………….
Q.9- Which payment option is most preferred by
you?
a) Kiosk …………
…………
b) Credit card / net banking ….…
…………
c) BSES counter ….…
…………
d) Jeevan counter …....
………….
e) Cheque in mail …...
…………
f) Drop boxes in metro stations …….
…………
g) Sky pack …….

Q.10- When you visit at customer care centers; how was the response?
…………
a) Very good ……
…………
b) Good ……
…………
c) Fair ……
…………
d) Poor ……
…………
e) Very Poor …...
Reasons:……………………………………………………………………………………………
……………………

Q.11- Please explain your current complaint?

Nature:………………………………………Complaint No.:
………………………………………
Brief
Details:……………………………………………………………………………………………
…

Resolved / not
resolved:……………….……………………………………………………………

No. of days taken to resolve:……………………………………………………………………..

Bibliography:
www.bsesdelhi.com

www.relianceada.com

www.delhitourism.gov.in

www.bijlidost.org

www.google.com