A PROJECT REPORT ON IDENTIFYING THE FACTORS INFLUENCING DEACTIVATION AND CHURN OF CCB AND PTB CUSTOMERS OF TATA INDICOM SMART PCO FOR TATA INDICOM, PUNE BY MAHESH S. CHADHA UNDER THE GUIDANCE OF Dr. Mrs. V.H. GOTE Sr. Prof. Vishwakarma Institute of Management (V.I.M.), Pune For the Partial Fulfillment of the Requirement of Post Graduate Degree Program in Masters in Business Administration (M.B.A.) (Pune University) From Vishwakarma Institute of Management (V.I.M.), Pune 1
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A PROJECT REPORT ON
IDENTIFYING THE FACTORS INFLUENCING DEACTIVATION AND
CHURN OF CCB AND PTB CUSTOMERS OF TATA INDICOM SMART PCO
FOR
TATA INDICOM, PUNE
BY
MAHESH S. CHADHA
UNDER THE GUIDANCE OF
Dr. Mrs. V.H. GOTE
Sr. Prof. Vishwakarma Institute of Management (V.I.M.), Pune
For the Partial Fulfillment of the Requirement of Post Graduate Degree Program in
Masters in Business Administration (M.B.A.) (Pune University)
From Vishwakarma Institute of Management (V.I.M.), Pune
AY: - 2006-08
1
INDEX SR. NO. PAGE NO.
1. INTRODUCTION 1-2
2. STAGES OF DEACTIVATION AND CHURN 3-4
3. PRESENT STATUS OF TATA INDICOM SMART PCO IN PUNE
5
4. PROCEDURE OF ACTIVATION OF DEACTIVE LINE
6-7
5. OBJECTIVES OF PROJECT ASSIGNMENT 8
6. DISTRIBUTORS OF TATA INDICOM SMART PCO 9-10
7. DATA COLLECTION AND ANALYSIS 11-57
7(A). DATA COLLECTION AND ANALYSIS OF AMIJ TELESERVICES
12-18
7(B). DATA COLLECTION AND ANALYSIS OF ENDUPHONE, TRUE VALUE SHOPPEE
19-23
7(C). DATA COLLECTION AND ANALYSIS OF SRI SAI TELESERVICES
24-29
7(D). DATA COLLECTION AND ANALYSIS OF SARA ENTERPRISES
30-37
7(E). DATA COLLECTION AND ANALYSIS OF VIPUL ENTERPRISES
38-42
7(F). DATA COLLECTION AND ANALYSIS OF S.P. TELECOM
43-49
7(G). DATA COLLECTION AND ANALYSIS OF DURGA MATA TELECOM
50-57
8. IDENTIFYING THE FACTORS INFLUENCING DEACTIVATION AND CHURN
58
9. SUGGESTIONS FOR CONTROLLING DEACTIVATION AND CHURN
59
10. BIBLIOGRAPHY 60
2
Acknowledgement
It gives me immense pleasure to present this project on Identifying the factors
Influencing Deactivation and Churn of CCB and PTB Customers of Tata Indicom
Smart PCO for my MBA (Marketing) course from Vishwakarma Institute of
Management(V.I.M.).
I have completed my work under the guidance of Dr. Mrs. V.H. Gote, Sr.
Prof. Vishwakarma Institute of Management (V.I.M.).
I thank her for her immense co-operation.
I would also like to thank Mr. Prashant Kulkarni, Sr. Manager (Sales), Tata
Indicom, Pune, for guiding and supporting me for this project.
3
Acronyms:-
TTML: - Tata Teleservices Maharashtra Limited
RCV: - Recharge Voucher
CCB: - Coin Collection Box
PTB: - Public Telephony Booth
PCO: - Public Caller Office
BSNL: - Bharat Sanchar Nigam Limited
CCR: - Call Center Representative
DN: - Deactive Number
4
INTRODUCTION
TATA TELE SERVICES MAHARASHTRA LIMITED TTML, as it is
broadly called, is one of the major tele-service providing companies in Maharashtra.
Formerly it was known as Hughes Tele Services. Its head office is located in Worli,
Mumbai. The Pune office is located at Shivaji Nagar near District and Civil Courts,
Pune.
Tata Indicom, provides landline, mobile, broadband internet and various other
tele-services to its wide range of customers all over India.
The focus of this project is totally based on the Tata Indicom Smart PCO
Service that Tata Indicom provides. Tata Indicom Smart PCO Service provides
connection to PCO and STD phones commonly known as Coin Collection Boxes (CCB)
and Public Telephone Booth (PTB). Tata Indicom competes with BSNL and Reliance
as its major competitors in this regard. It claims to have captured 38% of Pune’s PCO &
STD market share and aims at capturing 50% of the Pune’s total PCO market share in the
60200984 CCB Prajakta Shere Shop closed. No active business.
23
69419217 CCB Amin I Shaikh
Will surrender. No active business.
69417405 CCB Shashikant D Mane
Line shifted to Mr. Sonkar who cheated owner who is physically handicapped.
60203037 CCB Bholanath R Sharma
Will surrender. Money problem
60202495 CCB Ravindra More
Will surrender. Not happy with service.
60205512 CCB Sandeep Kumbare
Activated
60200858 CCB Shirish Ekatpure
Will surrender. Not happy with service.
60205714 CCB Ratnakar Waghmare
Will activate later.
24
Data Analysis of Enduphone, True Value Shoppe:-
0
20
40
60
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 20 customers, it is observed that:-
1) 42% customers want to activate out of which 20% lines of total data collected
have activated.
2) 53% customers want to surrender the line
3) 5% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
25
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Enduphone, True Value Shoppe:-
1) Number of sales executives limited to three. Hence entire area of the distributor
cannot be regularly covered.
2) Customers changing to other service providers like BSNL and Reliance.
3) Customer unhappy with distributor’s service and sales executive’s service of
distribution of RCVs.
4) Lack of co-ordination between sales executives and customers.
5) Customer’s complaints not attended within stipulated time.
26
Factors Affecting Deactivation and Churn for Enduphone:
Parameter Frequency Percentage
Faulty Instrument 2 12
Poor Distribution of RCVs 5 30
Line Shifted 1 6
Money Problem 2 12
Customer shifted to Another Service 2 12
Shop Permanently Closed 2 12
No Active Business of Customer 3 16
12%
30%
6%12%
12%
12%
16%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
27
Feedback of Customers
3) Name of Distributor: Sri Sai Tele Services
Address: Sinhgad Road, Manik Baug, Near Malhar Hotel, Pune- 411 042 Area Covered by Distributor: Warje, Malwadi, Sinhagad Road, Anand Nagar, Hingane, Ramnagar, Wadgaon, Mahadev Nagar and Sun City Working Period: 15th – 21st June 2007. Worked on: Deactive Stage.
Deactive Stage Customer List 1(Area: Warje, Malwadi, Ramnagar)
DN NO. Line Name Remarks
60701795 CCB Sunil D Yenpure
Faulty Instrument(CCB), Wants to activate
69511441 CCB Santosh R Dangat
Activated
60700755 CCB Milind Tikone Will Surrender, Lack of business, Less customers
60700278 CCB Ganesh D Sonawane
Will Activate later, Money Problem
69709091 CCB Milind S. Tikone
Will Surrender, Lack of business, Less customers
69512549 CCB Laxdas N Joshi
Activated
60202083 CCB Genu S. Shinde
Activated
69512815 CCB Sandeep P Pachpute
Activated
69511989 CCB Pushpalata D. Ghodekar
Will Activate, Money problem
69510958 CCB Dungaram G. Meena
Wants to Activate, Lack of co-ordination with Distributor
60700893 CCB Narayanbhai H. Yadav
Shop Closed
69513098 CCB Sanjay S.Chandak
Line Shifted
60700726 CCB S. Parte Will Surrender, Shifting to new location
69512690 CCB Sanjay D Kadu
Will Activate, Money Problem
69511577 CCB Narayan Singh Rajput
Will Surrender, Not happy with sales executive’s service
28
Deactive Stage Customer List 2(Area: Sinhgad Road, Hingne)
DN NO. Line Name Remarks
69709140 CCB Nandkumar S. Surana
Will Surrender
60700955 CCB Chandrakant V. Walimbe
Will Surrender
60700713 CCB Shri Sai Entertainment
Line Surrendered
60700335 CCB Somnath B. Pawar
Will Surrender
69512357 CCB Prabharam J. Choudhary
Will Activate later, Not happy with Sales executive’s service
69512272 CCB Sudhir S. Joshi
Activated
60700836 CCB Bhawam Pasalkar
Will Surrender, Owner shifted
60701410 CCB Ramesh L. Korpade
Owner not available
60701279 CCB Jameer M. Shaikh
Will Activate Later, Money problem
60701973 CCB Pramila H. Buchade
Activated
60701378 CCB Sambhi T. Gosavi
Activated
60702023 CCB Himanshu R. Jagtap
Line Surrendered
69250701 CCB Sujata N. Shah
Will Activate Later, Owner not available
60701522 CCB Babolal A Chaudhary
Will Surrender, Faulty Instrument
69709072 CCB Sanjay P. Kolhe
Will Activate Later, Not happy with sales executive’s service
60702044 CCB Kalyani P. Jambholkar
Will Surrender, Shop permanently closed
60701095 CCB Bhau N. Varpe
Line Surrendered
29
Deactive Stage Customer List 3(Area: Anand Nagar, Hingne)
DN NO. Line Name Remarks
69700029 CCB Mohanlal Chaudhary
Will Activate, Less customers
69513258 CCB Dinesh Jori Activated
69511531 CCB Khataram Chaudhary
Terminal Stolen
69512491 CCB Suryakant Kamble
Will Activate, Faulty Instrument
69708324 CCB Naju Chaudhary
Line Surrendered, Will take new connection
69511750 CCB Yamuna Bagade
Line Surrendered, Will change to new service
69510746 CCB Bhagyesh Joshi
Line Surrendered, Not happy with Distributor,s service
69511952 CCB Devram Parmar
Will Surrender, Wants to close shop
69511581 CCB Pandurang Vyapari
Will Activate later, Money problem
69512686 CCB Sanjay Angre Will Surrender
60700988 CCB Sunil Ghadge Activated
69513188 CCB Jayshree Bhong
Will Activate Later, Shop was closed since two weeks
30
Data Analysis of Sri Sai Teleservices:-
0
20
40
60
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 45 customers, it is observed that:-
1) 40% customers want to activate out of which 14% lines of total data collected
have activated.
2) 58% customers want to surrender the line
3) 2% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
31
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Sri Sai Teleservices:-
Sri Sai Teleservices has seven sales executives, each being allotted specific area. But
still following factors are responsible for increasing rate of deactivation and churn
customers:-
1) Inability of sales executive to attend all his customers and in time.
2) Sales executive insists on commission to work on these lists as he explains lack of
time and interest as the reason.
3) Customer’s CCB/PTB or line terminal is faulty and is not repaired/replaced for a
long time in spite of making number of complaints.
4) Reasons such as:-
a) Shop permanently closed or shifted
b) Lack of business.
32
Factors Affecting Deactivation and Churn for Sri Sai Services:-
Parameter Frequency Percentage
Faulty Instrument 5 14
Poor Distribution of RCVs 7 19
Line Shifted 3 8
Money Problem 5 14
Customer shifted to Another Service 5 14
Shop Permanently Closed 5 14
No Active Business of Customer 3 8
Other Reasons 4 9
14%
19%
8%
14%
14%
14%
8%
9%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
Other Reasons
33
Feedback of Customers 4) Name of Distributor: SARA Enterprises Address: Shop No. 99, 2nd Floor, A Wing, KK Market, Dhankawadi, Pune – 411037 Area Covered by Distributor: Dhankawadi, Katraj, Bibewadi, Sahkarngar,
Padmavati, Balaji Nagar, Market Yard
Working Period: 25th June- 30th June 2007.
Worked on: Deactive and Churn Stage
Deactive Stage Customer List 1(Area:Katraj & Balaji Nagar)
DN NO. Line Name Remarks
69709558 CCB Rahul D Jadhav
Will surrender.
60701397 CCB Pukaram S Choudhary
Faulty instrument. Will surrender.
69510959 CCB Shailaja Pote Shop closed.
69512689 CCB Nitin R Nivgune
Will activate later. Not happy with service
69512825 CCB Mangilal R Sirvi
Wants to activate. Faulty instrument.
69511791 CCB Shantabaee G. Pote
Will activate later. Money problem.
60701052 CCB Prasanna M. Kadam
Line surrendered.
60701053 CCB Prasanna M. Kadam
Line surrendered.
60700164 CCB Vinod D. Giri Owner not available.
60701055 CCB Prasanna M. Kadam
Line surrendered.
60701404 CCB Ahmedalii Yazdi
Will surrender. Shifting to new service.
60701051 CCB Prasanna M. Kadam
Line surrendered.
60701329 CCB Deepak G. More
Owner not available.
34
60700298 CCB Ramesh K Chavan Will activate later. Not happy with service.
60701772 CCB Ashish D Jadhav Line surrendered.
69511993 CCB Kanhaiyalal C Lal Will activate later. Money problem.
69700079 CCB Hemlata A Jadhav Will activate later. Owner was out of station.
60701605 CCB Mandar S Deshpande
Will surrender. Not happy with service.
69508608 CCB Sajid R. Khan Will surrender. Faulty instrument.
60701706 CCB Tarachand R Luniya
Line shifted.
60701554 CCB Suryakant Y Salunke
Line shifted.
69513477 CCB Lakhan K Singh Line shifted.
69709567 CCB Priya C Kharat Will activate later.
60701545 CCB Pukhram S Choudhary
Will surrender. Shifted to new service.
60780365 CCB Tarachand Z Malu Will activate later. Money problem.
69599778 CCB Suresh A Shende Line shifted.
60700791 CCB Punit Mehta Will surrender. Not happy with service.
69250464 CCB Anil L. Mamane Will activate later.
69511798 CCB Santosh V Pasalkar Will activate later.
69700024 CCB Mohanlal Sirvi Will activate later.
69250598 CCB Lakharam P. Choudhary
Activated.
69700037 CCB Satish S. Konde Will surrender.
69513704 CCB Sunil B Wadkar Will surrender.
60701693 CCB Dilip D. Rathod Line shifted.
60700790 CCB Sakharam Nimhan Owner not available.
60701247 CCB Amit K Gangar Will surrender.
69596877 CCB Balasheb B Chavan Will activate later.
35
Deactive Stage Customer List 2(Area: Marketyard & Gultekdi)
DN NO. Line Name Remarks
60200518 CCB Ramesh K Malviya
Wants to Activate, CCB problem
60204198 CCB Abhimanyu S Diwane
Line Surrendered
60205084 CCB Anwar A Haranur
Will Surrender, Will Take new connection
69419444 CCB Santosh R Suradkar
Wants to Activate, No Money
69408131 CCB Suhas B Dange Will Activate Later69401065 CCB Mukund P
KadamWill Activate Later
69492277 CCB Raghyram K Rai Will Surrender & take new connection60203069 CCB Vasant S Shetty Line Surrendered, Not happy with Sales executive’s
service60204662 CCB Ananta B Mankar Will Surrender, No active business
60204519 CCB Sandip D Waydande
Wants to activate, Money problem
60205144 CCB Deeparam M. Chaudhary
Will surrender, not happy with service
60203036 CCB Vijay C Salve Activated
69409543 CCB Latika A Bhujbal Wants to activate, money problem
69429728 CCB Pramod P Agrwal Will surrender, faulty instrument
69401740 CCB Pramod H Chuttar
Will activate later
69417362 CCB Jasraj K Choudhary
Will surrender
69401122 CCB Aitappa S Shetty Will activate later
60204708 CCB Farook R. Shaikh Will activate later
69408573 CCB Prahant M. Sharma
Will activate later
69418849 CCB Krishna M. Shetty
Line surrendered
60200533 CCB Mangilal G. Prajapati
Will activate later
69417372 CCB Popatrao R. Ranaware
Line surrendered
60205137 CCB Jitesh B. Lodha Line surrendered
69408191 CCB Aitappa S. Shetty Line surrendered
36
Churn Stage Customer List (Area: Marketyard, Gultekdi & Kaatraj)
DN NO. Line Name Remarks
60203993 CCB Rajendra E.Takawale
Activated
69401740 CCB Pramod H. Chuttar
Will take new connection
69418961 CCB Sadiq R. Mujawar
Will surrender
69498856 CCB Manoj S. Awale
Will surrender
69405666 CCB Kamal S. Gaikwad
Line surrendered
60200149 CCB Vijay G. Bora Line shifted60204662 CCB A B Mankar Will surrender69408929 CCB Ramesh K
RathiWill surrender
69417065 CCB Samruddin Shaikh
Activated
60701025 CCB Naeem Shaikh
Activated
69700024 CCB Mohanlal Sirvi
Shop closed
60701772 CCB Ashish D. Jadhav
Line surrendered
60780832 CCB DnyaneshwarP. Thopte
Will surrender, no space for CCB in new shop
60701053 CCB Prasanna M. Kadam
Line surrendered
69513545 CCB Shekhar S. Pardeshi
Line surrendered, faulty instrument
60700164 CCB Vinod D. Giri Owner not available69510959 CCB Shailaja M.
PoteShop closed
60701820 CCB Sachin P Karanjkar
Activated
60700298 CCB Ramesh K Chavan
Shop closed
69709567 CCB Priya C. Kharat
Will activate later
37
60701052 CCB Prasanna M. Kadam
Line surrendered
60701055 CCB Prasanna M. Kadam
Line surrendered
60701051 CCB Prasanna M. Kadam
Line surrendered
69513477 CCB Lakhan K. Singh
Line shifted
69709558 PTB Rahul D. Jadhav
Line surrendered, no space for PTB in new shop
60701404 CCB Ahmedalii Yazdi
Line surrendered
60702059 CCB Bajirao P. Wable
Shop closed
60701329 CCB Deepak G. More
Shop closed
38
Data Analysis of Sara Enterprises:-
0
20
40
60
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 89 customers, is observed that:-
1) 33% customers want to activate out of which 8% lines of total data collected have
activated.
2) 56% customers want to surrender the line
3)11% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
39
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Sara Enterprises:-
Sara Enterprises has seven sales executives, each being allotted specific area. But still
following factors are responsible for increasing rate of deactivation and churn
customers:-
1) Sales executives explain lack of time to attend all customers.
2) Sales executives sincerely insist on commission to work on these lists to reduce
the number of customers entering deactive stage.
3) Sales executives not working on going in grace and in grace customers.
4) Other reasons such as:-
a) Faulty Instrument (CCB/PTB or Line Terminal).
b) Fraud Customer
c) Shop shifted or permanently closed.
40
Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 11 14
Poor Distribution of RCVs 24 30
Line Shifted 8 10
Money Problem 11 14
Customer shifted to Another Service 11 14
Shop Permanently Closed 7 8
No Active Business of Customer 8 10
14%
30%
10%
14%
14%
8%
10%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
41
Feedback of Customers
5) Name of Distributor: Vipul Enterprises Address: Aundh, D.P. Road, Near Spencers, Pune- 411 016 Area Covered by Distributor: Aundh, DP Road, Khadkee, Baner, Balewadi
Working Period: 2nd July to 5th July 2007.
Worked on: Deactive Stage.
Deactive Stage Customer List 1(Area: Warje, Malwadi, Ramnagar)
DN NO. Line Name Remarks
69400822 CCB Dilip Walke Activated.
60200944 CCB Milind S. Kamble
Owner not available
69401842 CCB Vikas Y. Kirti Shop permanently closed.
69429190 CCB Kundabala Y Kumbhar
Shop permanently closed.
69487397 CCB Ramchand H. Sachdeo
Will activate later. Not happy with service.
60200086 CCB Balu A Shendge
Will activate later. Not happy with service.
69408960 CCB Ramesh B Mundada
Will activate later. Not happy with service.
69405674 CCB Lakshmi V Karle
Will surrender. Shifted to new service.
60203690 CCB Vijay R Nagdev
Activated.
69498653 CCB Chogaram Parihar
Activated
69414012 CCB Suvarnn S Mutha
Activated
69401674 CCB Avinash D Kamble
Activated
69200051 CCB Sandeep M. Kirve
Will activate later. Not happy with service.
69414014 CCB Suvarnn S Mutha
Will activate later. Not happy with service.
42
69492230 CCB Kamlakar P. Aswale
Activated
60202924 CCB Rajesh More Will activate later. Not happy with service.60201585 CCB Krishna M.
KalapureActivated.
69498955 CCB Chanakya S Mavinkurve
Will activate later
60201409 CCB Manik M. Birla
Line shifted
60205120 CCB Sachin S. Jaiswal
Will surrender
69443779 CCB Kanahyalal P. Chaudhry
Will surrender
69408449 CCB Ajay G. Chaudhary
Will activate. Faulty instrument.
69200180 CCB Dhayaneshwar D. Harpude
Will activate later
69405751 CCB Dagadu T Wagh
Will activate later
60201737 CCB Narsil K Akul Will surrender69418620 CCB Sandeep S
KaduskarWill Surrender
69200021 CCB Ritesh Shah Line surrendered60202925 CCB Rajesh More Will activate later69498363 CCB Chandrakant
S. ChaudharyWill surrender
60205121 CCB Sachin S Jaiswal
Activated
60204390 CCB Vishwas K Shinde
Will surrender.
69200191 CCB Ramchandra H Sachdeo
Will activate later
60201627 CCB Jayshree D. Kadam
Owner not available
60200371 CCB Jayshree D. Kadam
Owner not available
60204323 CCB Dinesh N Dabi
Will surrender
69418458 CCB Kishor N Dabi CCB
Terminal stolen
69447307 CCB Kishor N Dabi
Terminal stolen
43
Data Analysis of Vipul Enterprises:-
0
20
40
60
80
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 40 customers, it is observed that:-
1) 72% customers want to activate out of which 20% of total data collected have
activated.
2) 20% customers want to surrender the line
3) 8% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
44
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Vipul Enterprises:-
1) Vipul Enterprises is a new distributor of this area. Distributorship was handed
over in May 2007. Hence lack of market knowledge.
2) Distributor has only two sales executives.
3) Lack of time to attend all customers in different stages.
4) Lack of co-ordination between distributor and customers.
5) Customers changing to other service providers.
6) Lack of marketing skills in new sales executives
45
Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 5 15
Poor Distribution of RCVs 12 40
Line Shifted 3 8
Money Problem 4 12
Customer shifted to Another Service 5 15
Shop Permanently Closed 2 6
No Active Business of Customer 1 4
15%
40%
8%
12%
15%
6%4%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
46
Feedback of Customers
6) Name of Distributor: S.P. Telecom, Address: Shop No.2, Mhada Complex, Gokhlenagar, Pune-14 Area Covered by Distributor: Gokhlenagar, Janawadi, Chaturshrungi, Ganesh Nagar, Senapati Bapat Road, Shivaji Nagar, Pashan Gaon, Sanjay Gandhi Vashat, Sutarwadi, Panchwati.
Will surrender. Not happy with distributor’s service.
69498957 CCB Rajendra R Phadtare
Will surrender. Not happy with distributor’s service.
69498956 CCB Rajendra R Phadtare
Will surrender. Not happy with distributor’s service.
69498934 CCB Dinkar R Wankhede
Activated
6948932 CCB Manasi S Doeefode
Activated
6948931 CCB Shayamrao S. Aadagale
Will Activate Later. Money problem
69498696 CCB Girish B Vayas
Will Activate Later. Money problem
69498582 CCB Suresh H Parkhe
Will Activate Later. Not happy with service.
6948581 CCB Shivaji D Chakankar
Will Activate Later. Money problem.
6948569 CCB Tukaram K Parkhe
Line surrendered. Shifted to new service.
69498350 CCB Nilesh K Pashankar
Will surrender. Faulty Instrument.
69498284 CCB Dattaray B Gawali
Will Activate Later. Faulty Instrument.
69498141 CCB Raju O Budan Will Activate Later. Not happy with service.6948103 CCB Hemlata A
ShejaleLine shifted
6948083 CCB Kalyanrao B Parhar
Line surrendered. Not happy with service.
69498015 CCB Nilam H Dulera
Will surrender.
69498012 CCB Manish D Bhujbal
Will Activate Later. Money problem.
69497625 CCB Namdeo Biradar
Will Activate Later. Not happy with distributor’s service.
69497306 CCB Harakchand c Gundecha
Will Activate Later. Lack of faith in new sales executive.
69497236 CCB Sunil V Salunke
Will Activate Later. Not happy with service.
49
69492368 CCB Urmila S Jamadangi
Will surrender. No active business.
69492360 CCB Girish Vyas Will surrender. Not happy with service.
69492359 CCB Rajendra Nimhan
Will Activate Later. Not happy with service
69492357 CCB Laxmi S Shingare
Line surrendered. Shifted to new service.
69492356 CCB Laxmi S Shingare
Line surrendered. Shifted to new service.
69492348 CCB Madhav K Shendkar
Will Activate Later. Not happy with service
69492330 CCB Sudam G Borade
Owner not available
69492308 CCB Dilip Ghavate Will Activate Later. 69488713 CCB Vivek Kadam Line shifted69251368 CCB Abhijit
KadamWill activate later. Not happy with Distributor’s service
69418598 CCB Kostubh Jagtap
Faulty instrument. Will Activate Later
69447901 CCB Shashikala Kale
Owner not available
69417292 CCB Delhi Kitchen Activated
60202007 CCB Deeparam Choudhary
Owner not available.
69468537 CCB Shankarchara Bhati
Will Activate Later. Not happy with service
60201128 CCB Chaya Unecha
Will Surrender, Faulty Instrument
60202619 CCB Leela Dhotre Activated
69488627 CCB Shribhagwan Agarwal
Activated
50
Data Analysis of SP Telecom:-
0
10
20
30
40
50
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 70 customers, it is observed that:-
1) 46% customers want to activate out of which 11% lines of total data collected
have activated.
2) 48% customers want to surrender the line
3) 6% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
51
Major Factors Responsible for Customers going in Deactive and Churn
Stage under SP Telecom:-
1) SP Telecom as Vipul is a new distributor. Distributorship was handed over in
May 2007. Hence lack of market information.
2) SP Telecom has only three sales executives who are relatively new to this field.
3) Lack of co-ordination between distributor and customers.
4) Customers do not have faith in new sales executives.
5) Customer’s complaints not heard for a sufficiently long time.
6) Customers changing to other service providers.
7) Lack of marketing skills in new sales executives.
52
Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 8 12
Poor Distribution of RCVs 28 45
Line Shifted 5 8
Money Problem 6 10
Customer shifted to Another Service 9 15
Shop Permanently Closed 4 7
No Active Business of Customer 2 3
12%
45%
8%
10%
15%
7%3%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
53
Feedback of Customers
7) Name of Distributor: Durga Mata Telecom Address: Opposite Garuda Hotel, Karve Road, Pune-411 012. Area Covered by Distributor: Karve Road, Karve Nagar, Erandwana, Null Stop, And Kothrud