Vodafone Idea Says Customer Experience at Retail Stores Driving Postpaid Growth: Report

Vodafone Idea (Vi) has expanded its retail presence by adding 100 new flagship stores over the past six months across key metropolitan markets, including Delhi-NCR, Mumbai, Chennai, Bengaluru, and Hyderabad. This move is part of the telco’s broader strategy to boost customer acquisition amid its ongoing 4G and 5G network expansion.

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Vi Flagship Stores

With the latest expansion, Vi’s total number of flagship outlets has crossed 500 nationwide. These stores, which are directly operated by the company, are primarily located in metro and tier-1 markets. The company has also been strengthening its overall retail footprint, now operating more than 2,500 Vi and Mini stores across 600 cities and towns.

Consistent Growth in Retail Postpaid Segment

According to the latest data from the Telecom Regulatory Authority of India (TRAI), Vodafone Idea recorded its lowest customer churn in February 2025 since the merger of Vodafone India and Idea Cellular, the report said. The telco attributed this improvement to enhanced customer experience at retail touchpoints and a sharper focus on value-driven offerings, particularly in the postpaid segment.

“This focus on customer experience overall appears to be delivering results. The company has reported consistent growth in its retail postpaid segment, perhaps driven by its in-store service experience and sharper value propositions,” Vodafone Idea said in a statement to Moneycontrol.

Also Read: Airtel and Jio Lead Wireless Subscriber Growth in February 2025, Vodafone Idea and BSNL See Decline

Over 2,000 Mini Stores in Smaller Towns

In addition to metro cities, Vi has opened new flagship stores in multiple cities across Gujarat, Maharashtra, Tamil Nadu, Kerala, Uttar Pradesh, Uttarakhand, Madhya Pradesh, Chhattisgarh, and Punjab.

In smaller towns and semi-urban areas, over 2,000 Mini stores — operated through Vi’s franchise model — are assisting with customer acquisition and supporting new partners with setup and operational guidance. According to the report, these outlets collectively provide direct and indirect employment to more than 9,000 individuals.