Evaluating the Role of Customer Feedback in Enhancing Satisfaction at Airtel
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Evaluating the Role of Customer Feedback in Enhancing Satisfaction at Airtel
Dharmendra Kumar Sahu1, Dr. Ravi Mishra2
Post Graduate, Amity Business School, Amity University Chhattisgarh1 Professor, Director, Amity University Chhattisgarh2
Abstract
In today's competitive telecommunications industry, customer satisfaction is a critical determinant of business success. This study explores the pivotal role of customer feedback in enhancing customer satisfaction at Airtel, one of India's leading telecom service providers. By analysing various feedback mechanisms—including surveys, complaint resolutions, Net Promoter Scores (NPS), and social media interactions—this research investigates how Airtel captures, processes, and acts upon customer insights to improve service quality, product offerings, and customer support. The findings reveal that timely and effective response to feedback significantly boosts customer trust, loyalty, and overall satisfaction. Additionally, the study identifies key challenges such as feedback management gaps and communication delays that can hinder satisfaction improvement. The paper concludes by suggesting strategic enhancements to Airtel's feedback loop to further strengthen its customer relationship management practices.
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