Survey on churn customers

Presented by :
Abhijeet ,Abhilash & Deepak.
 Area covered in survey
 Yerwada
 Aundh
 Pashan
 Pimpri
 Sivajinagr
 Chinchwadgaon
 Akurdi
 Nigdi
 Dange chowk
 Hinjewadi
 Peth area
 Enquired about…

Videocon d2h services

Customer care services

Availability of RCV

Reason of disconnection
 Videocon d2h services

Includes:
 Picture quality
 Monthly packs
Total no of customer surveyed:300

Picture quality Monthly packs

Satisfied 286 275
Not satisfied 14 25
 Picture quality

5%

satisfied
not satisfied

95%
 Monthly packs

9%

satisfied
not satisfied

91%
 Customer care services
• Never contacted customer care : 211
• Customer contacted : 89

Satisfied Not satisfied

26 63
 Customer care service

30%

satisfied
not satisfied

70%
 Availability of RCV
• Easily available
• Not easily available
Easily available Not easily
available
29 271

o Have to visit many counters

 Availability of RCV

10%

Easily available

not easily
90% available
 Reason of disconnection
Reasons Number

RCV not available easily 211

Shifted somewhere else 24

Went out of station 21

Kids exams 44
 REASON FOR DISCONNECTION

15%
7% RCV not available easily
Shifted somewhere else

8%
Went out of station
Kids exams
70%
Market research
DISTRIBUTERS IN AKURDI ,NIGDI,PCMC
TATA sky – Agents

Airtel - Basant

VEDIOCON d2h - Dynamic

Reliance big TV – Balaji

distributer
Dish TV –Manik network

SUN TV –Sky lark

 AKURDI & NIGDI (20 days ago)
STOCK OF V
name of the shop D2h Counter size RCV availability
Tata sky-25-30
R.K.ELECTRONIC 2-3 Pcs Airtel -25-30 Yes
Vd2h- 2-3 in a month
Tata sky-20-25
DEEPAK ELECTRONIC Not available Airtel -15-20 Yes
Vd2h- not available
Airtel -30-40
RADHIKA ELECTRONIC Not available Tata sales-30-40 No
Vd2h- not available
Tata sky -20-25
SOBHA SALES 2-3 pcs Airtel – 50 Yes
Vd2h-2-3
Ta sky-10-15
GAJRAJ ELECTRICALS Not available Airtel-2-4 No
Vd2h-not available
Tata sky-8-10
ANUKESH ELECTRCALS Not available Airtel-2-4 No
Vd2h-not available
 Dealer ‘s
Sr.no name Address Quantity Branding
DEEPAK SHOP NO.5,PREMSAGAR
ELECTRONIC COMPLEX,NEAR OLD BUS RCV.RS 300(20)&RS.
1S STOP,NIGDI,PUNE-44 200(20)&RS.150(20) YES

WIRELESS NEAR LOKMANYA RCV.RS 300(10)&RS.

2 ZONE HOSPITAL,CHINCHWAD,PUNE 200(10)&RS.1600(3) YES
RK
ELECTRONIC 370/24,NR.GOKUL SWEETS
3S PRADHIKARAN,NIGDI,PUNE-44 NO YES
RADHIKA
ELECTRONIC
4S NIGDI,PUNE-44 NO YES
RADHIKA
ELECTRONIC NEAR ARYA SAMAJ SCHOOL ,SAGUN
5S CHOWK, PINPRI,PUNE-17 NO YES
Sr.no. Dealer’s name Address Quantity Branding

GAYTRI ."A"WING, SHOP NO.9,KAMLA CROSS RD.,PCMC

6 ELECTRONICS BHAVAN,MUMBAI -PUNE HIGHWAY, PIMPRI,PUNE-18 NO YES

KAMAL OPP. ARYA SAMAJ SCHOOL,NEAR PRIYA

7 ELECTRONICS ELECTRONICS,PIMPRI,PUNE-17 NO YES

SATYAM RCV of rs.2000,

8 ELECTRONICS OPP. ARYA SAMAJ SCHOOL,PIMPRI,PUNE-17 (rcv.150 and 300 YES

NEERAJ RCV0f Rs.300

9 ELECTRONICS NEAR ARYA SAMAJ, PIMPRI PUNE -17 (10)+150(10) YES

SHIVAM SHOP.NO.26,OPP.ARAYA SAMAJ SCHOOL,PIMPRI RCV of

10 ELECTRONICS PUNE-17 200(10)+300(10) YES
 Dealer’s
Sr.no. name Address Quantity Branding

SHREE BALAJI SHOP.NO.13,NEAR ARAYA SAMAJ

11 ELECTRONICS SCHOOL,PIMPRI PUNE-17 NO YES

SHIVAM SHOP.NO.26,OPP.ARAYA SAMAJ

12 ELECTRONICS SCHOOL,PIMPRI PUNE-17 NO YES

BHAGYASHRE
E
COMMUNICA AKSHAY APARTMENT,'E' BUILDING, NEAR
13 TION VISHAL 'E' SQUARE ,PIMPRI ,PUNE-18 NO YES

DEVI SHOP NO.6,HEMU KALANI MARKET,PIMPRI

14 ELECTRONICS PUNE-17 NO YES

COSMO SHOP NO.2, SUKHWANI CHAMBERS,STATION

15 ELECTRONICS ROAD, PIMPRI CHOWK,PIMPRI,PUNE-18 NO YES
Sr.no. Dealer’ name Address Quantity Branding

RCV.RS
PRAKASH SHOP NO.2,HEMU KALANI MARKET,OPP. ARYA SAMAJ 300(10)&RS.
16 ELECTRONICS SCHOOL,PIMPRI PUNE -17 200(10) YES

JAI DEEP H.B.8/6,NEAR RAJKUMAR ENTERPRISES,PIMPRI PUNE

17 ELECTRONICS 17 NO YES

SHADHANA 3/19,NERA ASHOK SAH. BANK,VALABH

18 ELECTRONICS NAGAR,S.T.STAND ROAD,PIMPRI ,PUNE-18 NO YES

SHARP SHOP NO.378/A,JAWAHARLAL NEHRU ROAD,GAYLORD

19 ELECTRONICS CHOWK,PIMPRI PUNE -117 NO YES

BHAGYASHREE
COMMUNICATIO AKSHAY APARTMENT,'E' BUILDING, NEAR VISHAL 'E'
20 N SQUARE ,PIMPRI ,PUNE-18 NO YES

JAI BABA SHOP NO.43,HEMU KALANI MARKET,NEAR SAGUN

21 ELECTRONICS CHOWK,OPP.NIRAJ HANDLOOM,PIMPRI PUNE-17 NO YES
Sr.no. Dealer’s name Address Quantity Branding

JAI BABA SHOP NO.43,HEMU KALANI MARKET,NEAR SAGUN

22 ELECTRONICS CHOWK,OPP.NIRAJ HANDLOOM,PIMPRI PUNE-17 NO YES

SHREE BALAJI SHOP.NO.13,NEAR ARAYA SAMAJ SCHOOL,PIMPRI

23 ELECTRONICS PUNE-17 NO YES

COSMO SHOP NO.2, SUKHWANI CHAMBERS,STATION ROAD,

24 ELECTRONICS PIMPRI CHOWK,PIMPRI,PUNE-18 NO YES

DEVI
25 ELECTRONICS SHOP NO.6,HEMU KALANI MARKET,PIMPRI PUNE-17 NO YES
 owner order
sr.no shop's name name address type quantity branding
shri ganesh
1 communication Ganesh kalewadi yes
ravikant
2Spark electricals kakade kalewadi yes
dattatreya chetan rahatni phata,shrinagar, kalewadi
3 communication surwase pune- 17 yes
mayur kalewai main road,rahatni phata
4 communication bhati pune-17 yes
brahma kalewadi main road,rahatni phata
5shri hari mobile nimbalkar pune -17 yes

50 rs-
10pcs,
mamta mobiles rathod complex.near ambience 100 rs-
6 & electronics P.H.rathod hotel,pune-17 RCV 5pcs yes
100 rs-
5pcs
200 rs- 5
pcs
 choudhary mr.choud kaspate wasti nera ambience hotel
7 electricals hary pune-17 yes
radhika kiran 13/16 pawar nagar opp.sonai
8 electronics parihar mangal karyalaya,thrgaon pune-33 yes
maharashtra tv santosh 300 rs-
9 & electronics garad at dange chowk,pune RCV 10pcs yes
100 rs-
10 pcs
pratap 228/6,nisarg phase-II near hotel
10OM enterprises purohit ambience,wakad pune-57 yes

mahalakshmi
11 electronics mr.patel yes
arun vitthal
12 electronics bedre yes
amrut kaushal yashwant opp. Shivaji statue dange
13 electronics yaward chowk,chinchwad road.pune-33 yes
ambika opp. Shivaji statue dange
14 electronics satwant chowk,chinchwad road.pune-33 yes
uttam
15 hardware yes
 rajshree
16 communication lakshman rahatni chowk,shrinagar yes

choice mobiles 16 no bus stop,opp. Shirke hospital

17 & electronics jagdish pune STB 5yes

300 rs-
RCV 5pcs

100 rs-
10pcs

200 rs-
10pcs

500 rs-
1pc

manoranjan anand shobha apt.near new english

18 electronics raviraj school,chinchwadgaon,pune-33 yes

ashwin ravindra B-3,gokhale

19 communication vasaikar Vrundavan,chinchwadgaon,pune-33 yes
 GAPS Model of Service Quality

Expected
Service
Customer
Gap Perceived
CUSTOMER Service

GAP 4
COMPANY External
Service Delivery
Communication to
GAP 3 Customers

GAP 1 Customer- driven service

Designs & standards
GAP 2
Company perceptions of
Consumer expectations
 THE GAPS

• The Customer Gap - Customers not knowing what they expect from
Videocon.

• The Provider Gaps

– Gap 1- Not Knowing what customers expect

– Gap 2- Not having right service quality designs & standards as
per customers need.
– Gap 3- Not delivering to service standards what Videocon
promises to their customer
– Gap 4- When promises do not match performance
 CUSTOMER GAP
Gap 1- Not Knowing what customers expect

 This gap does not exist in Videocon d2h.

 The company has the best packages at the lowest prices available in
the market

 The company knows what customers expect and continuously

comes up with new features . eg. launch of DVR and HD in very
near future.
Gap 2- Not having right service quality designs & standards as per
customers need.

 Here also the company lives upto the customer’s expectation

Gap 3- Not delivering to service standards what Videocon promises to

their customers

 This gap needs to be looked upon.

 As our market survey suggests that it takes longer than what is

promised to the customers for installation.

 But on the brighter side, the company already has plans for expansion
of service centers. which should take care of the complaints.
Gap 4- When promises do not match performance

 we are doing very well to fill this gap. As we have the best quality in
terms of picture quality and hassle free transmission.
 Suggestions
 Regular follow-up with customers as well as dealers.

 aggressive promotion through all the available modes of

media.

 keep pace with the competitors’ strategies.

 Grading of dealers on the basis of no. of activations per

month.
If we don’t take care of our
customers….

Someone else
will….
THANK YOU