Voice of Customer

Skill Linked Immersion Project

Project Report

On

“Voice of Customer”

Submitted by

Shravanthi Ramgopal Gajul

Roll No- 73

Post-Graduate Diploma in Management

Batch: 2013-15

SIES College of Management Studies

Sector-V, Nerul. Navi Mumbai

It is submitted in the partial fulfillment of the requirements of Post-Graduate Diploma in Management

Table of Contents

Sr. No | Contents | Page No |

1 | Acknowledgement | 3 |

2 | Declaration | 4 |

3 | Executive Summary | 5-6 |

4 | Introduction | 7-10 |

5 | Company Overview | 11-13 |

6 | Title of the project | 14 |

7 | Process (Methodology) | 15 |

8 | Output (Analysis) | 16-21 |

9 | Learning | 22 |

10 | Recommendations | 22 |

11 | References & Bibliography | 23 |

Acknowledgement

I take this opportunity to express my deep sense of gratitude to all the people who directly or indirectly have assisted me in my project related studies.

I would like to thank my project guide Prof. Sanjuukta Srivastava, SIES College of Management Studies for her generous support and fruitful discussions during the course of my project on the topic “Voice of Customer” and Learning about Telecom sector in general. Special thanks to Prof. Sandeep Bhanot, SIES College of Management Studies for his valuable guidance.

Also, I would like to express my sincere gratitude to the corporate mentors especially Idea cellular company managers, Mr. Sandeep Karaka, Mrs. Soumya Singh, Mrs. Kaveri Das, Mr. Abhinav Chouhan and Mr. Niraj Mishra for delegating quality tasks and assisting me in getting insights on the telecom services and consumer behavior.

Lastly, I am grateful to my college, SIES College of Management Studies for providing me with Skill Linked Immersion Project opportunity.

Declaration

I hereby declare that the Skill Linked Immersion project (SLIP) report entitled, “Voice of Customer” (Idea Company) and Customer-Retailer Behavior submitted in fulfillment of the requirements for the SLIP as part of...