Crm in telecom

7/27/2019 Crm in telecom

1/16

us omer e a ons pManagement

By:

Abir Lavasa 35102

Ayush Tripathi 35112Pawan Kumar 35128

Rahul Mathew Ponodath 35180

Effect of Customer Satisfaction uponCustomer Retention in Mobile Market


2/16

30%

17%

28%

15%

6% 4%

Airtel Vodafone Idea Tata Docomo Reliance Others

Telecom Service Provider By users

Number of Mobile Users


3/16

17%

8%

75%

0-6 months

6-12 months

More than 1 year

Duration of current Service provider

Duration for Current Service Provider


4/16

Network coverage 7.00

Calls and SMS Charges 5.93Internet and other Value

Added Services 5.46

Customer care service 5.08

Attractive offers 4.15

Having user friendly website 4.11

Convenience at retail shop 3.93

Attractive offers 65.38% 26.92% 7.69%

Network coverage 90.38% 7.69% 1.92%

calls and Sms charges 86.54% 11.54% 1.92%

Internet and other Value

Added Services 84.62% 13.46% 1.92%

Customer care service 78.43% 19.61% 1.96%

Convenience at retail shop 57.69% 23.08% 19.23%

Having user friendly website 61.54% 25.00% 13.46%

Components that matter to the customer and rating:


5/16

0%

10%

20%

30%

40%

50%

60%

Very satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

6%

51%

21%19%

4%

Overall respondents:


6/16



Calls and SMS charges 44.23% 44.23% 11.54%

Internet and other Valued Added

services 46.15% 42.31% 11.54%




Components that affect customer satisfaction:


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Parameter ratings:

Attractive offers 7.00

Calls and SMS charges 6.97

Internet and other Valued Added services 6.97

Having user friendly website 6.97

Convenience at retail shop 6.82

Network coverage 6.28

Customer care service 5.88


8/16




Internet and other Valued Added

Services 60.61% 36.36% 3.03%




Very Satisfied/Satisfied Respondents


9/16

Neutral Respondents




Internet and other Valued Added services 36.36% 54.55% 9.09%





10/16

Very Dissatisfied/Dissatisfied Respondents



Calls and SMS charges 21.43% 57.14% 21.43%

Internet and other Valued Added services 28.57% 35.71% 35.71%





11/16

55%

45%Yes

No

Switched Service

Provider

The new provider has a stronger signal coverage 56%

Had a better offer 29%

The possibility of switching without losing my telephone

number 26%

Dissatisfied with the charges applied by previous provider 24%I was dissatisfied with the customer service of the previous

provider 24%

The previous provider was very slow in responding to my

enquiries/problems 21%

The new provider has a good reputation in the telecom

industry 18%

The new provider was recommended by friends/relatives

who I trust 15%

Curious to try a new provider 12%

I was influenced by the advertisements of the new provider 3%

Reasons for Customer Switching


12/16

29%

71%

yes

No

Calls and SMS charges 95.12%

Internet and other Valued Addedservices 95.12%

Convenience at retail shop 90.24%

Attractive offers 85.37%

Having user friendly website 85.37%

Customer care service 80.49%

Network coverage 75.61%

% of respondents voted for the factor % of respondents willing to switch

Determinant of Customer Retention


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Are you planning to switch ?

How satisfied are

you with your

current service

provider?

Yes No Total

Very satisfied2 4 6

Satisfied 6 54 60

Neutral 4 18 22

Dissatisfied 18 6 24

Very Dissatisfied

4 0 4

Total 34 82 116

Relationship between Customer Satisfaction and

Customer Retention


14/16

Would you switch from your current mobile provider if you have a better offer?

How satisfied

are you with

your current

service

provider?

Yes No Total

Very satisfied 6 0 6

Satisfied 32 28 60

Neutral 14 8 22

Dissatisfied24 0 24

Very Dissatisfied

2 2 4

Total 78 38 116

Relationship between Customer Satisfaction and Customer

Loyalty


15/16

Would you switch from your current

mobile provider if you have a better

offer?

Are you

plannin

g to

switch ?

yes No Total

yes 28 6 34

No

50 32 82

Total 78 38 116

Relationship between customer loyalty and the

determinants of customer retention

(I have intention to remain with my

current provider

because I have)

% of

retained

customerswilling to

switch if

have a

better offer

Attractive offers 68.00%

Network Coverage 63.00%

Calls and Sms Charges 55.00%

Internet and Value Added Services 64.00%

Customer Care Service 62.00%

Convenience at retail store 45.00%

Having user friendly Website 59.00%

Relationship between Customer Retention and Customer Loyalty


16/16

Conclusion Customer satisfaction leads to customer retention: close to 71% of respondents who are satisfied are willing to stick to provider.

Customer retention does not always lead to customer loyalty:

close to 60% of respondents (very satisfied, satisfied and neutral) would switch ifthey got better offers,

In order to push satisfied customers to become loyal customers, the following are essetial:

ensure efficient and proper network,

keep customer interested with fresh offers at regular intervals,

this over a period of time would lead to loyalty,

Documents

Crm in telecom