CHAPTER-V
FINDINGS, SUGGESTIONS AND CONCLUSIONS
The following were the finding from the A STUDY ON CUSTOMER SATISFACTION TOWARDS AIRTEL
FINDINGS:
Around 81% of customer needs are fulfilled by visiting Airtel website and 14% of customers are not happy with the website where as remaining 5 % never visited website.
About 86% of customers are satisfied with airtel, however 7% felt not the same and reaming 7% were remain neutral.
About 54% of customers found the call waiting time Extremely long, whereas 7% Quite long,13% as Moderately long, 13% Slightly long and remaining 13% as not at all long.
About 71% of customers found the customer service representative very helpful, whereas 16% found slightly helpful and remaining 13% as not at all helpful.
About 40% of …show more content…
It is aware that satisfied customers return to the business and ensure that healthy profits are made. They also help to build a good reputation. Working hard to make certain that this gets even better, it knows that if customers receive good service 'This time, next time, every time,' then they are more likely to return.
QUESTIONNAIRE:
Hi……I’m Abrar Ahamed Khan doing survey on CUSTOMER SATISFACTION TOWARDS AIRTEL for my MBA Dissertation program, The purpose of the survey is to know your opinion about the service of Airtel , I would be grateful to you for completing this survey.
1. Overall, how well does our Airtel website meet your needs?
Extremely well Very well Moderately well Not so well Not at all well
2. Overall, how satisfied or dissatisfied are you with Airtel?
Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
3. How long was your wait on hold before speaking with customer service representative?
Extremely long Quite long Moderately long Slightly long Not at all long
4. How helpful was our customer service representative?
Extremely
FINDINGS, SUGGESTIONS AND CONCLUSIONS
The following were the finding from the A STUDY ON CUSTOMER SATISFACTION TOWARDS AIRTEL
FINDINGS:
Around 81% of customer needs are fulfilled by visiting Airtel website and 14% of customers are not happy with the website where as remaining 5 % never visited website.
About 86% of customers are satisfied with airtel, however 7% felt not the same and reaming 7% were remain neutral.
About 54% of customers found the call waiting time Extremely long, whereas 7% Quite long,13% as Moderately long, 13% Slightly long and remaining 13% as not at all long.
About 71% of customers found the customer service representative very helpful, whereas 16% found slightly helpful and remaining 13% as not at all helpful.
About 40% of …show more content…
It is aware that satisfied customers return to the business and ensure that healthy profits are made. They also help to build a good reputation. Working hard to make certain that this gets even better, it knows that if customers receive good service 'This time, next time, every time,' then they are more likely to return.
QUESTIONNAIRE:
Hi……I’m Abrar Ahamed Khan doing survey on CUSTOMER SATISFACTION TOWARDS AIRTEL for my MBA Dissertation program, The purpose of the survey is to know your opinion about the service of Airtel , I would be grateful to you for completing this survey.
1. Overall, how well does our Airtel website meet your needs?
Extremely well Very well Moderately well Not so well Not at all well
2. Overall, how satisfied or dissatisfied are you with Airtel?
Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied
3. How long was your wait on hold before speaking with customer service representative?
Extremely long Quite long Moderately long Slightly long Not at all long
4. How helpful was our customer service representative?
Extremely