MARKET SURVEY REPORT

ON

CONSUMER SATISFACTION SURVEY ON IDEA

CELLULAR LTD IN MORADABAD CITY.

COLLEGE OF MANAGEMENT AND COMPUTER APPLICATION, MORADABAD

In Partial Fulfillment of the Requirement of the Degree of
BBA
SESSION: 2011-2012
TEERTHANKER MAHAVEER UNIVERSITY
DELHI ROAD, MORADABAD

GUIDE :
Mr. Paritosh Sharma
(Associate Professor)

PRESENTED BY:
Mohd. Vaseem Abbasi
BBA- V Sem.
R0912011185

The project was carried out for understanding the customer satisfaction & attributes
towards IDEA cellular in Moradabad City.
IDEA INTRODUTION
Customer satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of four perspectives of a Balanced
Scorecard.
In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
PURPOSE
To identify the actual need of customers, and work according the need of the
customers and provide
satisfaction to the customers
RESEARCH DESIGN
To check the customer satisfaction level of idea servicein Moradabad city by
questions out of 100 customers
RESPONDENT
Students
general people
IDEA subscriber

To identify the satisfaction level of the customers

with idea services in moradabad.
To identify the factors impacting the
customers satisfaction.

A-1. Customers are satisfied with Idea Cellular Ltd.

A-2. Customer are not satisfied with idea cellular

Ltd.

Some information about yourself:a. Name .. b Age .

c. Occupation: Business

Service
d. Address:
e. Contact No.
1. Do you have any connection of idea
A)YES
B) NO
2. From how many years are you customer for idea services?
A)Below 1 Year
B)1-2 Years
C) 2-5 Years
D) Above 5 Years
3.Which type of services are you having ?
A) Post Paid
B) Prepaid
4. Are you satisfied with the idea network?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
5.Who recommended idea services to you?
A)Friends
B)Dealers
C Advertisment
6. Are you satisfied with after sales services provided by idea ?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
7. Are you satisfied with the offers provided by idea?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
8.Are you satisfied with the caller tunes provided by idea ?
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied

9 In your point of view main competitors for idea services?

A) Airtel
B) MTS
C) Vodafone
E) Reliance
E) Tata Docomo
F) Tata Indicom
10.Are you satisfied with customer care support provided by idea services?
A)Highly Satisfied
B)Satisfied
C)Neutral
D)Dissatisfied
11. Are you satisfied with service of mobile number portability of idea cellular ltd?
A)Highly Satisfied
B)Satisfied
C)Neutral
D)Dissatisfied
12. Are you satisfied with service of call charges of idea cellular ltd?
A)Highly Satisfied
B)Satisfied
C)Neutral
D)Dissatisfied
13.Would you like to continue with idea services?
A)Yes
B)No
Thanks for your co-operation
This information will never disclose, it is only for education purpose.

DATA ANALYSIS
1 Do you have any connection of Idea cellular Ltd.?

Option
Yes
No

Percentage
65%
35%

Interpretation:
65% respondents have connection of Idea cellular Ltd and 35% respondents use another
connection.

2. From how many years are you customer for idea services?

Option
Below 1 year
1 2 years
2 5 year
Above 5 years

Percentage
50%
25%
15%
10%

Interpretation:

50% respondents are using the service of idea from last one year, 25% respondents
using from 1-2 years, 15% respondent using from 2-5 years and 10% respondents using
from more than 5 years.

3. Which type of bill plan are you having?

Option
Post Paid
Prepaid

Percentage
15%
85%

Interpretation:
15% respondents are using postpaid service and 85% respondents are using prepaid services of idea.

4. Are you satisfied with the idea network?

Option
High Satisfied
Satisfied
Neutral
Dissatisfied

Percentage
55%
20%
10%
15%

Interpretation:
55% respondents are highly satisfied with the network coverage of idea,20% respondents are the satisfied, 10%
respondent are neutral and 15% respondent are dissatisfied with the network coverage of idea.

5. Who recommended idea services to you?

Option

Percentage

Friends

50%

Dealers

5%

Advertisement

45%

Interpretation:
50% respondents say that they are influenced by their friends, 5% respondents are recommended by dealer and
45% respondents bought idea connection under the influence of advertisements.
ir

6. Are you satisfied with after sales services provided by idea?

Option
High Satisfied
Satisfied
Neutral
Dissatisfied

Percentage
55%
20%
10%
15%

Interpretation:

55% respondents are highly satisfied with the sales service of idea, 20% respondents are the satisfie
respondent are neutral and 15% respondent are dissatisfied with the sales service of idea.

7. Are you satisfied with the offers provided by idea?

Option
High Satisfied
Satisfied
Neutral
Dissatisfied

Percentage
51%
24%
16%
9%

Interpretation:
51% respondents are highly satisfied with the offer provided by the idea 24% respondents are the satisfied, 16%
respondent are neutral and 9% respondent are dissatisfied with the offer provided by idea.
.

8.Are you satisfied with the caller tunes provided by idea ?

Option
High Satisfied
Satisfied
Neutral
Dissatisfied

Percentage
13%
12%
8%
67%

Interpretation: 13% respondents are highly satisfied with the caller tune offer provided by the idea, 12%
respondents are the satisfied, 8% respondent are neutral and 67% respondent are dissatisfied with the caller
tune offer provided by idea.

9 In your point of view main competitors for idea services?

Option
Airtel
MTS
Vodafone

Percentage
40%
5%
25%

Reliance
TATA Docomo

15%
15%

Interpretation:
When the question was asked to the respondents than 40% respondents said airtel is
the competitor of idea .while 5% respondents said MTS, 25% said Vodafone, 15% said
Reliance and 15% said TATA Docomo.

10. Are you satisfied with the customer care support provided by idea services?

Option

Percentage

High Satisfied

30%

Satisfied

20%

Neutral

10%

Dissatisfied

40%

Interpretation:
30% respondents are highly satisfied with the customer care services provided by the idea, 20% respondents
are the satisfied, 10% respondent are neutral and 40% respondent are dissatisfied with the customer care
services provided by idea.

11. Are you satisfied with service of mobile number portability of idea cellular ltd?

Option
High Satisfied
Satisfied
Neutral
Dissatisfied

Percentage
45%
10%
5%
40%

Interpretation:
45% respondents are highly satisfied with the mobile number portability provided by the idea, 10% respondents
are the satisfied, 5% respondent are neutral and 40% respondent are dissatisfied with the mobile number
portability provided by idea.

12. Are you satisfied with service of call charges of idea cellular ltd?

Option
High Satisfied
Satisfied
Neutral
Dissatisfied

Percentage
27%
22%
8%
43%

Interpretation:
27% respondents are highly satisfied with the call charges provided by the idea, 22% respondents are the
satisfied, 8% respondent are neutral and 43% respondent are dissatisfied with the call charges provided by idea.

13.Would you like to continue with idea services?

Option
Yes

Percentag
e
70%

No

30%

Interpretation:
70% respondents wants to continue with the idea services and 30% respondents are dont want to continue with
idea in future.