Grievance Redressal Mechanism in Telecom Services Sector

VODAFONE
Responsiveness:Of all operators analyzed, Vodafone shone through with its responsiveness. The report said
Vodafones average response time in face book was down at 1 hour 55 minutes, faster than its
competitors by some distance.

EMPATHY:Vodafone Red program came in with its integrated digital solutions through its mobile app and
mobile offers which customers can benefit from personal assistance, airport VIP transfer service,
discounted car rental, free airport lounge services, discounts at summer locations and buy1 get 1
free campaigns in entertainment areas which save them time and money in their daily routine.

ASSURANCE:Comarch project, first launched in 2009, brings major changes in the project scope and enables
further improvements to the experience of Vodafones customers. The new extensions to the
system provide the operator with tangible business benefits they will increase user experience
significantly and have a major impact on internal Network Operations Center processes. The
latest system developments will allow the root cause of a problem to be identified faster, and
analysis to be improved. This will translate directly into better resolution times of all detected
failures, and therefore to greater customer satisfaction.

RELIABILITY:The ad itself says Wherever you go we follow implies that there is a high degree of reliability
attached to its service.

TANIBLE:Highest number of stores. The interiors are usually red and white in color and have a lot of
appeal to attract the customers.

AIRTEL:RELIABILITY:The service reliability depends on area to area. In general Airtel has the best network coverage
throughout India so it provides a better service compared to other networks. Airtel has mostly
900 MHz so usually a safe choice.
Ad on visibility of tower, te open network is an honest endeavor to build a better network. It
opens up its network information so that the customers can tell them where the gaps are so that
tey can improve on coverage and ive an experience like no oter. In tis initiative lies a conviction
tat airtel wants to be and can be better tan wat tey are today.

EMPATHY:- Airtel lunched Talk all night long, with unlimited internet and calls from
Airtel, they focusing on Couples, Which is more emotional advertisement and it will attract
more customers to unlimited Internet and calls.
ASSURANCE:- Har Ek Friend Zaroori Hota Hai talks about how every friend serves a special
purpose, similar to different Airtel services Lazy Friend & Update FB status In short, Airtel
suits the need of everyone with its plethora of services! Talktime transfer Status Update Friend
Career Guidance Kadkee Friend online bill payment Proxy Friend

TANIBILITY:New stores provide new and well trained staff , Quick attention to service requests and
complaints redressal ,Superfast activation that allows customers to Walk out working,Choose
from vast collection of mobile devices at competitive prices ,Take help of data-savvy staff to
pick a mobile device of choice ,Easy transfer of all phone content / contacts / data to new device

Responsiveness:Connecting to the Voice of Customers it took feedback from customer. Airtel Introduced IVR
(Interactive Voice Response) system. This would scan the queries to the call centre and route
only the more complex problems to the executives. The respondents are selected from the
database provided by the client. The appointments are fixed telephonically and interviews
conducted face-to-face.

IDEA:EMPATHY:- IDEA always highlighted simple telephony answers to solving large social
problems. This time the brand addresses not so much a societal issue but an endearingly closer
to my life story that has the potential of impacting a very large part of the society.

If we look around, we all are leading extremely stressful lives that impact and strain our personal
& professional relationships. Relationships need time and time is the rare commodity. It is
becoming increasingly difficult to appreciate, empathise and respond to relationship demands
that seem to snap at the smallest provocation. In the good old days the saying went step into my
shoes to understand my life. In todays context, our mobile phone is a true reflection of us and
whats going on in our life. This campaign aptly brings alive the core insight -ek doosre ko
samajhne ke liye telephone exchange, what an idea!.

RESPONSIVENESS:- IDEA Cellular has been recognized as the 'Most Customer

ASSURANCE:- Ideas mobile users therefore can use the internet to get out of sticky
situations and turn the tables on those who try to take advantage of them. Throughout the
campaign a catchy jingle plays in the background. While other network providers have already
established themselves with their internet services, Idea wanted to position itself as a strong data
network services. It wants to demystify data services to the larger Indian population by giving its
own unique cut of a telephony idea that can change your life.

TANIBILITY:The new stores core focus of enhancing customer satisfaction by providing the best brand and
service experience. The stores are designed to act as one stop customer experience outlets that
showcase the entire range of Idea Cellular services and products.

The stores boasts of various customer friendly features such as a Fixed Service Terminal
enabling 24x7 bill payments and recharges, Queue Management Systems, Express Service
Desks, Idea 3G Smartphone Experience Zones, 3G Experience Zones and many more improved
services.

Reliability:IIN ads from Idea Cellular. A teenage boy sitting at his father's shop fulfills his dream of
becoming an engineer taking help of IIN. These are some of TVCs from the complete series that
Idea had run to promote its Idea Internet Network among people from different background, age
group and interests.
it was just an attempt by Idea Cellular to 'democratize education' leveraging their Idea Internet
Network platform, where anyone can learn anything.

RELIANCE:TANGIBILITY:- Reliance Communications have introduced "Music Ka Swaraj" - a PanIndia Music Contest, which offers Reliance customers to Listen Non-Stop Festivals & Latest
Bollywood songs at 50 paise per hour for 5 hours and chance to WIN Daily Recharges .

Responsiveness:Reliance Fixed Line Phone is an intelligent landline phone service, which not only allows to
make and receive calls, but also adds convenience to voice communication. It provides a host of
intelligent features and services, which are designed to improve user experience right from the
first call.

Be it ease of calling, Handsfree talking, Information on missed and received calls or using
various phone services, the Reliance Fixed Line Phone comes with a sleek and smart telephone
instrument that makes telephony easy and enjoyable.

Assurance
RCom will provide 10 GB of 4G data at the starting price of Rs 93, which is sharply lower by
about 94% than that of its competitors offering 4G service. In most circles, the rates will vary
between Rs 93 and Rs 97 per 10GB, as per the rate published on the RCom website. Rcomm
assure the best practice in industry.