Customer service of Grameenphone

Abstract

As the number one telecom operator in Bangladesh, Grameenphone is continuing their operation in Bangladesh from last 17 years always coming up with new ideas regarding its products and services. From their many services, the network coverage, internet service and customer satisfaction are important factors to predict the country’s future stability. As the whole world now deals their day to day life with the help of a mobile phone Grameenphone LTD’s service has make the people’s life of our country easier. Hence through this internship report, I have tried to find how Grameenphone tries to increase their customer satisfaction through after sales service, call rate and different campaign and offers and also how they measure their customer satisfaction level through NPS system. A comprehensive survey was conducted to get subscriber’s feedback about the Grameenphone’s customer service and responses. 20 respondents were picked up randomly from different age of people and then I analysed the data. Family and Friends plays the most influential role to make the subscribers use the connection. Some of them also use another connection as an alternative of GP sim for urgent need at the time of technical upgration. That means most of the GP user’s primary connection is Grameenphone sim as it has huge network coverage. The customers seem to have positive opinion about the customer care as they mentioned that now they are getting the customer care service from both hotline and Grameenphone Center though some of them complained for long queue. The main problem of GP for customer satisfaction is the unnecessary value added services and its promotional call andsms. This drawback has caused the brand to fail to be the one and only loved brand which is a big binding for GP to increase customer satisfaction. The company has to be careful about that issue and should do the needful to overcome from this situation though it’s not an easy job because huge amount of revenue comes from these Vas Services. Otherwise it will be difficult to retain the current customers.