upw survey report

8/3/2019 UPW Survey Report

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Assessment of Customer perception of Service and UP (W) SERVICE AREAImplementation and Effectiveness of Telecom Customers Protection and Redressal of Grievances Regulations

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441, (Basement), Jangpura, Mathura Road, New Delhi 110014, India

Email: [email protected], URL: www.consumer-voice.org

QUALITY OF SERVICE ASSESSMENT

Report of Survey for Basic Service (Wireline), Cellular

Mobile (Wireless) and Broadband

for

UP (W) SERVICE AREA(INCUDING UTTRKHAND)

Assessment of:(i) Customer Perception of Service and

(ii) Implementation and Effectiveness of Telecom Customers Protection andRedressal of Grievances Regulations, 2007

June 2010Report Prepared for: TRAI

By:

VOICE441, Jangpura, Mathura Road,

New Delhi 110014Tel: (011) 24379078 80

Fax: (011) 24379081E-mail: [email protected]

URL:www.consumer-voice.org


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Index of Contents

1. Preface 3

2. Methodology 5

2.1 Questionnaire Building Process

2.2 Methodology To Calculate Customer Satisfaction on Broad Parameters2.3 Sample and Sample distribution

2.3.1Basic (Wireline) service2.3.2Cellular (mobile) Service2.3.3Broadband Service

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677911

3. Executive Summary3.1Customer Satisfaction Survey - Basic (Wireline) services3.2Customer Satisfaction Survey Cellular (Mobile) services3.3Customer Satisfaction Survey Broadband services

12131416

4. Detail Report 18

4.1 Performance Compliance 19

4.1.1 Basic (Wireline) Service 19

4.1.2 Cellular (Mobile) Service 204.1.3 Broadband Service 21

4.2 Graphical Presentation 22

4.2.1 Basic (Wireline) service4.2.2 Cellular (Mobile) service4.2.3 Broadband service

232731

5. Assessment of implementation and effectiveness of telecom consumer protection andredressal of grievances regulation, 2007

35

5.1 Basic (Wireline) services 36

5.1.15 Overall Score - Basic (Wireline) services 40

5.2 Cellular Mobile 41

5.2.16 Overall Score - Cellular (Mobile) services 465.3 Broadband 47

5.3.16 Overall Score Broadband services 51

6. Conclusion and Recommendations 52

7. Annexure A All Tables7.1Basic (Wireline) Services7.2Cellular (Mobile) Services7.3Broadband Services

55556378

8.Annexure B Questionnaires8.1Basic (Wireline) Services8.2Cellular (Mobile) Services8.3Broadband Services

85869094


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1.1 PREFACE

Provision of world class telecommunication infrastructure and information is the key to rapid economicand social development of the country. While expansion in number of subscribers and growth of tele-density are important quantitative goals in this sector, it is important to pay attention to the Quality ofService to customers through regulatory mechanism.

The Telecom Regulatory Authority of India was established in 1997 through an Act of Parliamentnamely, the Telecom Regulatory Authority of India Act 1997 as amended by TRAI (Amendment) Act2000. The Framework for consumer protection is to Lay down the standards of quality of service to beprovided by the Operator and ensure the quality of service and conduct the periodical survey of suchservice provided by the Operator so as to protect interest of the customers of telecommunicationservice1.

While the TRAI is the regulatory body under the Act, TDSAT is the body responsible for settlement oftelecom disputes. However, individual consumer complaints do not come under the purview of eitherTRAI or TDSAT. Considering the fact that individual customers can not seek redressal from TRAI orTDSAT, TRAI has taken number of steps to issue various directions, regulations and orders as measuresto protect the interest of the customers.

In this concern, TRAI initiates study to assess the quality of telecom services every year. The study coversthe whole India comprising four metros and three circles for Basic Wireline and Cellular services.

The main aim is to assess the quality of Basic service (wireline) and Cellular Mobile services as per theTheStandard ofQuality of Service of Basic Telephone Service (Wireline) and Cellular Mobile Telephone Service Regulation, 2009, notified by TRAI on 20th March 2009 and Quality ofService of Broadband Service Regulation, 2006 (11 of 2006) dated 6th Oct 2006.

In May 2007, TRAI had passed a regulation titled, Telecom Protection and Redressal of GrievancesRegulation, 2007. The main objective of this regulation is to lay down the norms for the Operator ofBasic service (Wireline), Cellular Mobile and Broadband services in order to handle the complaints of

aggrieved customers.

The salient features of this regulation are listed below:

I. Each Telecom Operators would be required:

1. To set up 24x7 Toll Free Call Centre2. To appoint one or more Nodal Officer in each licensed service area3. To appoint one or more Appellate Authority in each licensed service area.

II. The information as above and also contact details of Nodal Officers and Appellate Authority to bewidely publicized in national and local newspaper, sales outlets, web-site and back side of their Invoice/Bills being sent to customers.

III. Each Operators will be required to publish abridged version of Manual of Practices for theircustomers and also make available the same on their web-sites.

IV. The call centre, Nodal Officers and Appellate Authorities would follow the time lines as given inTRAI regulations for redressal of the complaints.

1 www.trai.gov.in


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Voluntary Organization in the interest of Consumer Education (VOICE), with registered office at, 441, Jangpura, Mathura Road, New Delhi was awarded the contract for the North Zone comprising eightstates Delhi, Punjab, Haryana, Rajasthan, UP (W), UP (E), Himachal Pradesh and Jammu & Kashmirby Telecom Regulatory Authority of India (TRAI) on 7th January 2008. The contract was further extendedfor one more year on 13th May 2009.

The present report covers the UP (W) Service Area, including Uttrakhand for all the three services.


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2. METHDOLOGY

2.1 QUESTIONNAIRE BUILDING PROCESS

VOICE with other successful bidders IMRB for East and South Zone and Market Pulse for West Zone submitted their draft questionnaires to TRAI in the month of January 2008. TRAI oganisedconsultation with all the successful bidders and accordingly some minor changes were done in all threesets of questionnaires for the year 2009.

The Basic service (Wireline) and questionnaire (see Annexure 1.1) was based on 7 broad parameters and32 questions related to consumer perception on quality of services and other 21 questions were related toconsumer perception on Assessment of Implementation and Effectiveness of Telecom CustomersProtection and Redressal of Grievances Regulations, 2007. The cellular mobile questionnaire contained 36questions related to quality of service whereas 21 on implementation and effectiveness of redressalmechanism. In the case of Broadband, questionnaire was based on 7 broad parameters and 23 questionsrelated to consumer perception on quality of service. Whereas, in the case of perception on Assessmentof Implementation and Effectiveness of Telecom Customers Protection and Redressal of GrievancesRegulations, 2007, broadband questionnaire had same number of questions as in Basic service (Wireline)

and Cellular Mobile.

Broad parameters to assess the customer perception on quality of Basic service (Wireline), Cellular Mobileand Broadband services are listed below:

2.2.1 Basic Service (Wireline) and Cellular Mobile Telephone Service

Customer perception of service Benchmark(i) Customers satisfied with provision of services 90%(ii) Customers satisfied with billing performance 95%(iii) Customers satisfied with network performance, reliability and availability 95%(iv) Customers satisfied with maintainability 95%(v) Customers satisfied with supplementary and value added services 90%(vi) Customers satisfied with help services including customer grievance redressal 90%(vii) Customers satisfied with overall service quality 90%

2.2.3 Broadband Service

Customer perception of service Benchmark(i) Customers satisfied with provision of services 90%(ii) Customers satisfied with billing performance 90%(iii) Customers satisfied with help services 90%(iv) Customers satisfied with network performance, reliability and availability 85%(v) Customers satisfied with maintainability 85%(vi) Customers satisfied Overall customer satisfaction 85%

(vii) Customer satisfaction with offered supplementary services such as allocationof static / fixed IP addresses, email Ids etc.

85%


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2.2METHODOLOGY TO CALCULATE CUSTOMER SATISFACTION ON BROADPARAMETERS.

To measure the percentage of customers satisfied on various QoS parameters a simple addition methodwas applied by taking in to account the sum of customers who were either Very satisfied or Satisfiedon particular parameter. Therefore, the proportion of sum total of Very Satisfied and Satisfied

customers were taken out from the total number of valid responses on the all questions of each of thebroad parameter.

Customers satisfied are ascertained using the following formula(s):

CS = (A / N) *100

Where:

CS = % of satisfied customersA = (sum total of no. of subscribers who were very satisfied on each of the broad parameter + sumtotal of no. of subscribers who were satisfied on each of the broad parameterN = Total sample size achieved

This implies that if all the customers are either Very Satisfied or Satisfied the operator can get a ratingof 100%. On the other hand, if all the customers are Dissatisfied or Very Dissatisfied, the operatorgets a score of 0%.

Comparison with the Benchmarking

During the consultation with the TRAI, it was agreed that comparison with the benchmarks will be doneon the basis of percentage of customers satisfied as described above.


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The survey in the UP (W) including Uttrakhand service area, of all the three services, was done between January to March 2010. The present report, therefore, deals with UP (W) Service area includingUttrakhand. .

2.3 SAMPLE AND SAMPL DISTRIBUTION

2.3.1 Basic Wireline

As per the tender document, survey agencies were supposed to cover a total sample of 2864 subscribers,to be divided among five service providers. This is shown in the table below.Name of the service providers Sample

Bharti (Bharti Bharti Limited) 598BSNL (Bharat Sanchar Nigam Limited)-Uttrakhand 600BSNL (Bharat Sanchar Nigam Limited)-UP(w) 600Reliance Communications 568

Tata Teleservices Total

The above sample represents the total operator wise subscribers in UP (E) Service Area with 95%confidence level and 4% interval.

As per the tender document, survey agencies were supposed to cover a total sample of 5% of exchangesof each BSO in the circle, covering a sample of 2802 subscribers. These 5% of exchanges should beevenly spread over 10% of SDCA with each BSO.

For the purpose of selecting exchange areas to be covered, BSNL exchanges were considered as the base.In UP (w) there are 1242 exchanges and over 112 SDCA. Therefore altogether 62 exchanges (5% of totalexchanges) to be spread among 12 SDCAs (10% of total SDCAs) were selected for purpose of canvassingthe questionnaire.

The list below also gives the list of exchanges under each of the selected SDCAs.UP (W) Service Area: Indicative List of SDCAs Exchanges covered.

1 AGRA Kamlanagar, Balenganj, Dawar, Nadau, Patholi2 FEROZABAD Firozabad

3 BIJNORE Bijore, Chandpur4 DHAMPUR Dhampur, Station road, Milan Vihar5 JANSATH Jansath , Meerapur

6 MUZAFFAR NAGARNewmandi, Kandhla, Budhna, Shamli, Khatauli, Thanabhawan, Rohana,

Budhana, Shahpur, Baghra, Rampur, Shukartal.7 CHAKRATA Chakrata,Dakpattar, Vikasnagar, Herbertpur, Horawala

8 DEHRADUNMussoori,Raipur, Indra Nagar, Clementown, Sahaspur, Shubhash Nagar,

Doiwala, Patel Nagar, Gujarar, Karampura9 HALDWANI-I Haldwani, Station road, Nawabi road

10 KASHIPUR Kashipur11 NAINITAL Nainital, Talital,C. Bagh

It should be noted here that selection of exchange areas was done on the basis of BSNL exchangestructure. At the time of survey, the field team could not find the required number of subscribers of otherprivate service providers. Therefore, some re-adjustment in the area selection was done in order tocomplete the required sample.

Sample distribution in to SDCAs


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The provider wise sample was distributed among the SDCAs based on the proportionate population ofthe district, where these SDCAs fall.

Therefore, the following table shows the provider wise SDCA/ district wise target sample distribution.

UP (W) including Uttarakhand Service Area: Basic (Wireline): Operator wise Sample distribution in to districts/ SDCAs.

Districts Bharti BSNL(UK) BSNL(UP-w)

Rel

Comm

Tata

Teleservices Total AGRA 98 112 95 81386FEROZABAD 55 60 50 46 211BIJNORE-II (CHANDPUR) 84 95 80 71 330GAZIABAD 92 100 84 75 351DHAMPUR 10 15 10 10 45

JANSATH (KHATAULI) 10 15 10 1045MEERUT 80 95 76 68 319MUZAFFAR NAGAR 95 108 90 80 373CHAKRATA (DAKPATHER) 10 10 8 28DEHRADUN 34 375 33 29 471HALDWANI-I 10 75 10 6 101KASHIPUR 10 75 10 6 101NAINITAL 10 75 10 8 103

Total 598 600 600 568 498 28

Mode of interviewTwo modes of interview were selected to cover the entire sample. Over 76% of operator sample wascovered through in-depth interview with the consumers and rest of sample was covered throughtelephonic interview using the technique of Computer Assisted Telephonic Interview (CATI). Thesample breakup with the modes of interviews is shown below:

UP (w) Service Area: Operator wise sample distribution with mode of interview

Service Provider Telephonic In Person Total

BhartiCount 148 450 598%age 24.7% 75.3% 100.0%

BSNLCount 137 463 600%age 22.8% 77.2% 100.0%

Rel CommCount 141 427 568%age 24.8% 75.2% 100.0%

Tata TeleservicesCount 124 374 498%age 24.9% 75.1% 100.0%

BSNL (UK)Count 132 468 600%age 22.0% 78.0% 100.0%

TotalCount 682 2182 2864

%age 23.8% 76.2% 100.0%

Type wise sample distributionThe operator wise sample was further divided in to pre-paid and post paid segment. The following tableshows the operator wise pre-paid and post-paid division of sample achieved during the survey.

UP (w) Service Area: Operator wise and user type wise sample distribution

Service Provider Prepaid Postpaid Total

Bharti Count 396 202 598%age 66.2% 33.8% 100.0%

BSNL Count 557 43 600%age 92.8% 7.2% 100.0%

Rel Comm Count 341 227 568%age 60.0% 40.0% 100.0%

TATA Count 297 201 498%age 59.6% 40.4% 100.0%

BSNL (UK)Count 540 60 600

%age 90.0% 10.0% 100.0%


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%age 74.4% 25.6% 100.0%

2.3.2 Cellular Mobile

As per the tender document, survey agencies were supposed to cover a total sample of 3,600 subscribers,to be divided among the six service providers. This is shown in the table below.

Service provider UP (w) Service AreaBharti (Bharti Bharti Limited) 600

Vodafone IDEA (Idea Cellular) 600BSNL (Bharat Sanchar Nigam Limited) 600

TATA (Tata Teleservices) 600Rel Comm (Reliance Communication) 600

Aircel Total

The above sample represents the total operator wise subscribers in UP (w) Service Area with 95%confidence level and 4% interval.

2.3.2.1 District wise sample distributionAs per the tender document the sample for cellular mobile telephone service subscribers shall be evenlyspread in over 10% of district headquarters of a service area where services are commissioned.There are 20 districts in UP(W) and 13 districts in Uttarakhand. Therefore 4 (2 each) districts Agra,Muzaffarnagar, Dehradun and Nainital were selected. Sample was distributed in these four districts on thebasis of their proportionate population. The following table shows the district wise and provider wisetarget sample distribution.

UP(W) including Uttrakhand Service Area: Cellular Mobile : Target sample distribution in to districts/area and Operators

DistrictsPopulatio

nPopula-tion % Bharti

Voda-fone BSNL

IdeaCellular

RelComm

TataTele-

services Aircel Total

Agra 36,11,301 39.3% 236 236 236 236 236 236 236 1652Muzaffarnag

ar 35,41,952 38.5% 231 231 231 231 231 231 231 1617Dehradun 12,79,083 13.9% 83 83 83 83 83 83 83 581Nainital 7,62,912 8.3% 50 50 50 50 50 50 50 350

ALL Total 9195248 100.0% 600 600 600 600 600 600 600 4200

Note: Population Source: Census of India 2001

2.3.2.2 Area wise sample distributionIn order to make the sample wide spread in all the selected district headquarters, the area was divided into four to five quadrants and the localities were selected from each of the quadrants for administering theface to face interviews with the consumers. The following table shows the district wise area covered foradministering the cellular mobile survey.

UP(w) including Uttarakhand Service Area: Cellular Mobile: Coverage Area

District Headquarter/ area Localities Covered

Agra Sanjay Place, Kamla Nagar, Dayal Bagh, Moti Katra, Civil line, Balu Ganj, T.P. Nagar,Rahul Nagar, Raja ki mandi, Botala, Aulad Nagar.

MuzaffarnagarAlmaspur, Shivchowk, Bhagatsing Road, Prempuri, Jansath Road, Bhartiya Colony,Tyagi colony, New Mandi, Dwarka Puri, Bhopa Road, Gandhi Nagar, Jansath, Khatauli,Roodki Road, Shamli Bus Stand

DeharadunPatel Nagar, Chakrata Road, Rajpur Road, Clamentown, Gandhi Chowk, Paltan Market,Subhash Nagar, Prem Nagar, Guru Road, Mohabbe Wala,

NainitalBara Nagar, Vishnupuri, Talital, Patel Chowk, Naya Bajar, Station Road, Jagdamba Nagar,Krishnapur, Mukhanvi Chowk, Chargallia Road, Sakawarganj, T.P. Nagar, Mall road,


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2.3.2.3 Mode of interviewTwo modes of interview were selected to cover the entire sample. More than 77% of operator sample wascovered through in-depth interview with the consumers and rest sample was covered through telephonicinterview using the technique of Computer Assisted Telephonic interview (CATI). The following tableshows the operator wise sample covered during the survey, using both the modes of interview.

UP (w) Service Area: Operator wise sample distribution with mode of interview

Telephonic In Person Total

BhartiCount 148 452 600

% age 24.7% 75.3% 100.0%

VodafoneCount 134 466 600

% age 22.3% 77.7% 100.0%

IdeaCount 125 475 600

% age 20.8% 79.2% 100.0%

BSNLCount 162 438 600

% age 27.0% 73.0% 100.0%

Rel CommCount 144 456 600

% age 24.0% 76.0% 100.0%

AircelCount 149 451 600

% age 24.8% 75.2% 100.0%

TATACount 145 455 600

% age 24.2% 75.8% 100.0%


% age 24.0% 76.0% 100.0%

2.2.2.4 Type wise sample distribution

The operator wise sample was further divided in to pre-paid and post paid segment. The operator wiseratio of pre paid and post paid subscriber base was organized with the help of nodal officer appointed foreach provider. The following table shows the operator wise pre-paid and post-paid division of sample.

UP(w) Service Area: Operator wise and user type wise sample distribution

Post paid Pre Paid Total

BhartiCount 24 576 600

% age 4.0% 96.0% 100.0%

VodafoneCount 37 563 600

% age 6.2% 93.8% 100.0%

IdeaCount 29 571 600

% age 4.8% 95.2% 100.0%

BSNLCount 36 564 600

% age 6.0% 94.0% 100.0%


% age 4.2% 95.8% 100.0%

AircelCount 27 573 600

% age 4.5% 95.5% 100.0%

TATA

Count 33 567 600

% age 5.5% 94.5% 100.0%


% age 5.0% 95.0% 100.0%


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2.2.3 Broadband

In the case of Broadband, Survey agencies were required to obtain from Broadband Service ProvidersCentral ISP Node total number of subscribers in each circle and then work out the sample to be covered.

As per the tender document requirement, 10% of POPs were selected to carry out the survey. Thefollowing table shows the operator wise sample covered in UP (W) Service area.

Operator Total

Bharti 600BSNL-Uttarakhand 600

BSNL-UP(w) 600

Rel Comm 383

Total 2183

The operator wise sample achieved represents the total operator wise subscribers in the UP (w) with 95%confidence level and 4% confidence interval.

2.2.3.1 Mode of InterviewAs per the tender document, at least 50% of the observations/ interviews shall be based on personalinterview basis and up to 50% through email or by developing web based applications.

VOICE, accordingly developed a web based application and this was put on web site of VOICE in themonth of February 2008. In order to publicize about the web based application, VOICE sent email to thedata base received from few service providers and also the VOICE internal data base so that consumerscan log on and fill the questionnaire. However, the number of responses to the email sent was abysmallylow.

The following table show the actual service provider wise sample covered with the mode of interview.UP (E) Service Area: Operator wise sample distribution with mode of interviews

Service Provider In-Person Online Total

Bharti Count 594 6 600%age 99.0% 1.0% 100.0%

BSNL(UPW)Count 591 9 600%age 98.5% 1.5% 100.0%

Rel ComCount 376 7 383%age 98.2% 1.8% 100.0%

BSNL-UttarakhandCount 587 13 600%age 97.8% 2.2% 100.0%


%age 98.4% 1.6% 100.0%

The table above shows that out of the total sample of 2183, only 35 (1.6%) responses could be collectedthrough web based online mechanism.

Therefore, VOICE decided to meet the entire sample through In-person interview. Accordingly 99.4% ofthe total sample was covered using In-person interview techniques.


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3.Executive Summary


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3.1 CUSTOMER SATISFACTION SURVEY -BASIC SERVICE (WIRELINE)

Subscribers perception of Basic (wireline) service was assessed for 7 defined parameters through 32questions and Implementation and Effectiveness of Telecom Consumers Protection and Redressal ofGrievances Regulations, 2007 through 20 questions.The findings with respect to major parameters on

quality of service are as follows:

3.1.1: Customer satisfaction with overall services (Benchmark >90%)

The customer perception of overall satisfaction level good in UP (W) service area as all except oneoperator (BSNL in Uttrakhand) met the benchmark of 90%.

In terms ofcustomers satisfied, the achievement level of the operators ranged from 89.2% to97.4%.

The highest percentages ofcustomers satisfiedwere found with Rel Comm (97.4%), followedby Tata Teleservices (97.2%), Bharti (96.5%) and BSNL (93%)..

BSNL in Uttrakhand was the only provider who could not meet the benchmark as on 89.2%customers were found to be satisfied.

3.1.2: Network Performance (Benchmark >95%)

The customer perception of the parameter network performance is good in UP (W) Service Area as allthe operatorsmet the benchmark of 95%.


The highest percentages ofcustomers satisfiedwere found with Bharti at 98.9% followed byRel Comm (98.2%) and Tata Teleservices (97.9%).

The lowest percentages of customers satisfied were found with BSNL in Uttrakhand at 96.6%.

3.1.3: Billing (Benchmark >95%)

The survey was conducted separately for post-paid and pre-paid customers. In cases of bothpre paidand Post paid services only BSNL - in UP (W) as well as Uttrakhand - had met thebenchmark of95%.

In terms ofcustomer satisfaction level, the achievement level of the operators, in the pre-paid segment, ranged from 94.1% to 96.7%. Whereas in the case ofpost-paid, it ranged from94.7% to 97.9%.

In the case of pre paid segment, highest percentage of satisfied customers were found in the caseof BSNL in Uttrakhand (96.7%) closely followed by BSNL in UP (W) area (95.3%). Similarly nthe case ofpost paid segment, the highest percentage of satisfied customers was also attained

by BSNL in Uttrakhand with 97.9% satisfied customers closely followed by BSNL in UP (W)area at (97.8%).

The lowest percentage of satisfied consumers with billing service in thepre-paid segmentwas attained by Bharti at 94.1% followed by Tata Teleservices (94.5%) and Rel Comm (94.7%).In the case ofpost-paid segment the lowest percentage of customers was attained by RelComm at 94.7% followed by and Tata Teleservices and Bharti (94.8% each)..

3.1.4: Maintainability (Benchmark >95%)


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The customer perception of the parameter maintainability is poor in UP (W) Service Area as out of fiveoperators only two Rel Comm and Tata Teleservices had met the benchmark of 95%.


The highest percentages of customer satisfied were found with Rel Comm and TataTeleservices (96.3% each).

The lowest percentages of customers satisfied were found with BSNL in Uttrakhand (71.5%)followed by BSNL in UP (W) area (83.6%) and Bharti (93%).

3.1.5: Help Services/ Customer Care (Benchmark >90%)

The customer perception of the parameter help service/ customer care is good in UP (W) Service Area asfour operators met the benchmark of 90%.

In terms ofcustomers satisfied, the achievement level of operators ranged from 89% to 98.8%.

The highestpercentages ofcustomer satisfiedwere found with Bharti (98.8%), followed byRel Comm (96.9%), Tata Teleservices (96.6%) and BSNL (UK) (93.3%).

The lowest percentages of customers satisfied were found with BSNL in UP (W) area at 89%.

3.1.6: Consumers Protection and Redressal of Grievances

Awareness level was found to be high in the case of call centre/ customer care help line numbersas this was reported by over 9 out of 10 (91.4%) of consumers surveyed.

Awareness about the contact details of nodal officer as well as Appellate Authority was foundamong less than 1% of the customers surveyed.

Highest numbers of complaints to the call centre, within last 12 months, were made by RelComm subscribers (49.5%), and minimum by BSNL subscribers in UP West area (35.3%).

Overall only half of the complainants had confirmed that they received the docket number ofmost of their complaints. This was reported highest in the case of Bharti (69.3%) and lowest inthe case of Tata Teleservices (30.6%).

Most of the complainants, over 90%, were found to be satisfied with the resolution of theircomplaints.

3.2 CUSTOMER SATISFACTION SURVEY - CELLULAR MOBILE

Subscribers perception of cellular service was assessed for 7 defined parameters through 36 questionsand Implementation and Effectiveness of Telecom Consumers Protection and Redressal of GrievancesRegulations, 2007 through 21 questions. As regard to the UP (W) Service Area performance ofoperators, none of the operators were able to meet all the prescribed parameters of performance. Thefindings with respect to major parameters on quality of service are as follows:

3.2.1: Customer satisfaction with overall services (Benchmark >90%)

The customer perception of overall satisfaction level is good in UP (W) as 5 out of 7 operators met thebenchmark of 90%.

In terms ofcustomers satisfied, the achievement level of the operators ranged from 89.0% to97%.


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The highest percentage of customers satisfied were found with Bharti (97%) followed byBharti (followed by Vodafone (96.2%), Rel Comm (96%) and Tata Teleservices (95.7%).

The lowest percentages of customers satisfied were found with Aircel (89%), followed by IdeaCellular (91.8%) and BSNL (92%).


The customer perception of the parameter network performance is poor in UP (W) service Area as out of7 operators only 3 of them Bharti, Vodafone and Tata Teleservices -met the benchmark of 95%.


The highest percentages ofcustomers satisfied were found with Vodafone (98.1%) followedby Bharti (96.7%) and Tata Teleservices (95.7%).

The lowest customer percentages of customers satisfied were found with Rel Comm (92.3%),followed by BSNL (93%), Aircel (93.8%).


The survey was conducted separately for post-paid and pre-paid customers. In the case of pre paidservices 5 operators to met the benchmark of 95%. However, in the case of post paid, only 3operators were able to meet the benchmark of 95%.

In terms ofcustomers satisfied, the achievement level of the operators, in the case ofpre-paidsegment, ranged from 87.9% to 97.5%. Whereas in the case ofpost-paid, it ranged from76.3% to 97.5%.

The highest percentage of satisfied consumers with billing services, in pre-paid segment was achieved by Aircel with 97.5%, followed by Vodafone (96.6%), Bharti (96.4%), Tata Teleservices (96.2%) and BSNL (95.9%). Similarly, in the case of post paid segment thehighest percentage of satisfied consumer was also attained by Aircel (97.5%), followed by

Vodafone (96.5%) and Bharti (95.9%).. The lowest percentage of satisfied consumers with billing service in thepre-paid segment

was achieved by Rel Comm (87.9%) and Idea Cellular (91.5%). In the case ofpost-paidsegment the lowest percentage of consumers was attained by Rel Comm (76.3%) followedby BSNL (92%), Tata Teleservices (92.1%) and Idea Cellular (93.4%)..


The customer perception of the parameter maintainability is very poor in UP (W) Service Area as out of 7operators only none them had met the benchmark of 95%.

In terms ofcustomers satisfied, the achievement level of the operators ranged from 85.8% to

93.7%. The highest percentage of customers satisfied were found with Bharti (93.7%) followed by

Aircel (88.8%), Tata Teleservices (88.7%), Vodafone (88.6%) and Rel Comm (88%).

The lowest percentages of customers satisfied were found with Idea Cellular (85.8%) followed byBSNL (87.4%)...



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The customer perception of the parameter help service/ customer care is poor in UP (W) Service Area asonly 3 operators met the benchmark of 90%.

In terms ofcustomers satisfied, the achievement level of the operators ranged from ranged from76% to 94%.

The highestpercentage ofcustomers satisfied were found withVodafone (94%) followed byAircel (93.1%) and Bharti (91.7%).

The lowest percentages of customers satisfied were found with Rel Comm (76%) followed by IdeaCellular (84.7%), BSNL (86.5%) and Tata Tele (87.3%).

3.2.6: Consumers Protection and Redressal of Grievances

Awareness level was found moderately high in the case of call centre/ customer care help linenumbers as this was reported by 85.8% of consumers surveyed.

Awareness about the contact details of nodal officer was very low as this was reported by only1.9% of the consumers surveyed, with maximum in the case of Tata Teleservices (3.7%), closelyfollowed by Vodafone (3.5%). In the case of other 5 operators it ranged around 0.7-3%.

Similarly, the awareness about contact detail of the Appellate Authority was found to be

significantly low at 0.9% with maximum at 2.7% (Tata Teleservices). Highest number of complaints to the call centre, within last 12 months, were made by Aircel

subscribers (17.2%), followed by followed by BSNL and Rel Comm (13.5% each) and Tata Teleservices (12.2%). The lowest was in the case of Bharti (8.2%) followed by Idea Cellular(9.2%) and Vodafone (9.3%).

Overall only 42.4% confirmed that they received the docket number of most of their complaints.

Maximum Percentage of satisfied customers (Very satisfied and satisfied) with the resolution ofcomplaints by call centre was found in the case of Aircel (98.1%) closely followed by TataTeleservices (97.2%). Whereas it was reported lowest in the case of BSNL with 83.9%.

3.3 CUSTOMER SATISFACTION SURVEY (BROADBAND)

Subscribers perception of Broadband service was assessed for 7 defined parameters through 23

questions and Implementation and Effectiveness of Telecom Customers Protection and Redressal ofGrievances Regulations, 2007 through 21 questions.As regard to the UP (W) Service Area none of thefour operators were able to meet benchmark on all the parameters. The findings with respect to majorparameters on quality of service are as follows:

3.3.1: Customers satisfied with overall services (Benchmark >85%)

The customer perception of overall service is quite good in UP (W) Service Area as all the fouroperators met the benchmark of 85%.

In terms ofcustomer satisfied, the achievement level of the operators ranged from 87.2% to92%.

The highest percentage ofcustomers satisfied was attained by BSNL in UP (W) at 92%,followed by Bharti (92%) and BSNL in Uttrakhand area at 90%

The lowest percentage of satisfied customers was attained by Rel Comm. at 87.2%.


The customer perception of the parameter network performance is good in UP (W) Service Area as allthe four had met thebenchmark of 85%.


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The percentages ofcustomers satisfied were found to be highest in the case of Rel Comm.(98.2%), followed by Bharti (94.3%) and BSNL in Uttrakhand at 93.5%

The lowest percentage of satisfied customers was attained by BSNL in UP (W) area at 89.8%.


The survey was conducted separately for post-paid and pre-paid customers. The sample for the pre paidsubscribers was found to be too low to make any qualitative statement. In post paid services all theoperators met the benchmark of 90%.

Post Paid segment

In the case ofpost-paid segment, the achievement level ranged from 98.6% to 100%.

All the customers (100%) of BSNL in UP (W) area were found to be satisfied. This was followedby BSNL in Uttrakhand (99.7%), Bharti (99.3%), and Rel Comm. (98.6%).


The customer perception of the parameter maintainability is quite low in UP (W) Service Area as only oneoperator Bharti could meet the benchmark of 85%.


The highest percentage of customers satisfied was attained by Bharti at 86.3%.

The lowest percentage of satisfied customers was attained by BSNL in Uttrakhand area at 81.2%followed by Rel Comm (82.8%) and BSNL in UP (W) area (83.7%).


The customer perception of the parameter help service/ customer care is good in UP (W) Service Area asthree operators had met the benchmark of 90%.


The highest percentage was attained by Rel Comm at 98.3%, followed by Bharti (96.5%) andBSNL in Uttrakhand (94.3%).

The lowest percentage of satisfied customers was attained by BSNL in UP (W) area (89.3%).

3.3.6: Customers Protection and Redressal of Grievances

Awareness level was found high in the case of call centre/ customer care help line numbers asthis was reported by almost all the customers of the four operators.

Complaints in the last 12 months were received quite moderate (around 40 to 45%%) in the caseof all the operators.

Overall only one third confirmed that they received the docket number for most of theircomplaints.

However most of the complainants reported to be satisfied with the resolution of theircomplaints.


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Awareness about the contact details of nodal officer and Appellate Authority was found amoungonly 1% of the customers surveyed. Only three complainants had approached nodal officers forthe resolution of their complaint which were not resolved by the customer care executives.

4.Detail Report


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4.1 PERFORMANCE COMPLIANCE

4.1.1 PERFORMANCE COMPLIANCE CSS Basic Service (Wireline), UP (W) ServiceArea, including Uttrakhand

Basic Service - Parameter Based Performance Compliance

NameoftheOperator

SampleSize

CustomersSatisfiedWith

Provisionofservice

Customers

satisfiedwith

Billing

performance

Customerssatisfiedwith

HelpServices


Networkperformance,

reliabilityandavailability


Maintainability

CustomersSatisfiedwith

Supplementaryservices


overallservices

Postpaid

Prepaid

Benchmark >90% >95% >95% >90% >95% >95% >90% >90%

UP (W) SERVICE AREA

UP (W) 2864

Bharti 598 99.3% 94.8% 94.1% 98.8% 98.9% 93.0% 95.5% 96.5%

BSNL (W) 600 90.9% 97.3% 95.3% 89.0% 97.3% 83.6% 93.2% 93.0%

Rel Comm 568 99.2% 94.7% 94.7% 96.9% 98.2% 96.3% 99.4% 97.4%

Tata Teleservices 498 100.0% 94.8% 94.5% 96.6% 97.5% 96.3% 97.1% 97.2%

BSNL (UK) 600 81.0% 97.9% 96.7% 93.3% 96.6% 71.5% NA 89.2%

In supplementary service BSNL (UK) sample is too low for any analysis, comparison & any qualitativestatement.

The analysis reveal that in terms of meeting the benchmark, the performance of BSNL in UP (W) area,Rel Comm. and Teleservices were slightly better than Bharti and BSNL (Uttrakhand area).

However, performance of Bharti, Rel Comm. and Tata Teleservices on billing services, both post paidand pre paid, were below the TRAI prescribed benchmark norms.

Similarly, performance of Bharti, BSNL (both in UP (W) and Uttrakhand) on maintainability could notmeet the benchmark.


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4.1.2 PERFORMANCE COMPLIANCE CSS Cellular Mobile, UP (W) Service Area

The following table shows the performance of cellular operators in UP (W) service area onvarious parameters.

Cellular Service - Parameter Based Performance Compliance

NameoftheOperator

SampleSize

CustomersSatisfiedWith

Provisionofservice

Customers

satisfied

withBilling

performance


HelpServices


Networkperformance

reliabilityandavailability


Maintain-ability

CustomersSatisfiedwith

Supple-mentaryservices


overallservices

Prepaid

Postpaid

Benchmark >90% >95% >95% >90% >95% >95% >90% >90%

UP (W) SERVICE AREA

UP (W) 4200

Bharti 600 94.4% 96.4% 95.9% 91.7% 96.7% 93.7% 92.9% 97.0%

Vodafone 600 96.6% 96.6% 96.5% 94.0% 98.1% 88.6% 96.4% 96.2%

Idea Cellular 600 95.0% 91.5% 93.4% 84.7% 95.0% 85.8% 96.7% 91.8%

BSNL 600 93.0% 95.9% 92.0% 86.5% 93.0% 87.4% 95.6% 92.0%

Rel Comm 600 97.5% 87.9% 76.3% 76.0% 92.3% 88.0% 89.2% 96.0%

Aircel 600 95.5% 97.5% 97.5% 93.1% 93.8% 88.8% 89.0% 89.0%

Tata Teleservices 600 90.7% 96.2% 92.1% 87.3% 95.7% 88.7% 95.2% 95.7%

The analysis reveals that in terms of meeting the benchmark, the performance of Bharti andVodafone was the better than others operators in UP (W) Service Area. They met benchmarkcriteria on 7 parameters.

Tata Teleservices met benchmark on 5 parameters. Its performance on post paid billingservices, help services and maintainability were below the standard prescribed by TRAI.

Rests of the operators were not able to meet the benchmark on most of the parameters.

None of the operators were able to meet the benchmark on maintainability.

Therefore, it can be concluded that the cellular services provided by Bharti and Vodafone in UP(W) area and Uttrakhand are better than other five providers.


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4.1.3 PERFORMANCE COMPLIANCE CSS Broadband, UP (W) service area

The following table shows the performance of Broadband operators in UP (W) Service Area onvarious parameters. The analysis reveals that in terms of meeting the benchmark, theperformance ofboth the operatorswere more or less similar.

Broadband (UP (W) service area) - Parameter Based Performance Compliance

NameoftheOperator

SampleSize

customerssatisfiedwith

provisionofservice

Customerssatisfied

withbillingservices


HelpServices


NetworkPerformance,

ReliabilityandAvailability


Maintainability


Supplementaryservices#


overallservices

P

ostpaid

P

repaid*

Benchmark >90% >90% >90% >90% >85% >85% >85% >85%

UP (W) SERVICE AREA

UP (W) 2183

Bharti 600 86.2% 99.3% 100.0% 96.5% 94.3% 86.3% NA 90.2%

BSNL (W) 600 93.8% 100.0% 100.0% 89.3% 89.8% 83.7% NA 92.0%

Rel Comm 383 87.5% 98.6% 100.0% 98.3% 98.2% 82.8% NA 87.2%

BSNL (UK) 600 95.0% 99.7% 100.0% 94.3% 93.5% 81.2% NA 90.0%

* The sample for the pre paid subscribers in UP W) including Uttrakhand was too low to make anyqualitative statement

#None of the subscribers in UP (W) and Uttrakhand were found using supplementary services.

Bharti was able to meet benchmark on all the parameters except one Provision ofservice where its performance was low.

However, Bharti was the only operator to meet the benchmark on maintainability,one of the important parameters. Whereas, the performance of all other operatorson this parameter was below the benchmark.


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4.2 Graphical Presentation


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4.2 GRAPHICAL PRESENTATION

4.2.1 BASIC WIRE LINE UP (W) SERVICE AREA

4.2.1.1 CUSTOMERS SATISFIED WITH PROVISION OF SERVICES

99.3%

90.9%

99.2% 100.0%

81.0%

50.0%

55.0%

60.0%

65.0%

70.0%

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%

Bharti BSNL Rel Comm TataTeleservices

BSNL (UK)

Customers' Satisfied with Provision of services Benchmark

4.2.1.2 CUSTOMERS SATISFIED WITH PREPAID BILLING PERFORMANCE

94.1% 95.3% 94.7% 94.5% 96.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Bharti BSNL Rel Comm Tata

Teleservices

BSNL (UK)

Customers' Satisfied with Billing services-Prepaid Benchmark

Audit conducted for 5 operatorsproviding services in UP (W).

All operators, except BSNL (UK), werefound meeting the benchmark of>90%.

Percentage of customers satisfied withthe provision of services attained by allthe four operators ranged from 81% to100.0%.

All customers of Tata Teleservices were

satisfied were found to be satisfied withprovision of service. This was followedby Bharti (99.3%), Rel Comm (99.2%)and BSNL (90.9%)

The lowest percentages of customerssatisfied were with BSNL (UK) (81%).


Only BSNL, both in UP (W) andUttrakhand, was found to be meetingthe benchmark of >95%.

Customer satisfaction level with theprovision of services attained by all thefour operators ranged from 94.1% to96.7%.

The highest percentage of consumerswere satisfied were found with BSNL inUttrakhand (96.7%) and BSNL in UP(W) area with 95.3%).

The lowest percentage of satisfiedcustomers was attained by Bharti(94.1%) followed by Tata Teleservices(94.5%) and Rel Comm (94.7%) .


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4.2.1.3 CUSTOMERS SATISFIED WITH POSTPAID BILLING PERFORMANCE

94.8% 97.3% 94.7% 94.8% 97.9%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


BSNL (UK)

Customers' Satisfied with Billing services-Postpaid Benchmark

4.2.1.4 SATISFIED WITH HELP SERVICES

98.8%

89.0%

96.9% 96.6%93.3%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


BSNL (UK)

Customers' Satisfied with Help services Benchmark

Audit conducted for 5 operators providingservices in UP (W).

BSNL (UK) and BSNL in UP (W) were theonly operators to meet the benchmark of>95%.

Percentage of satisfied customers among alloperators ranged from 94.7% to 97.9%.

Highest percentage of satisfied customers were found in the case of BSNL (UK)(97.9%) closely followed by BSNL (97.8%).

The lowest percentage of satisfiedcustomers was attained by Rel Comm(94.7%) followed by and Tata Teleservicesand Bharti (94.8% each).


All the operators, except BSNL in UP(W) area, were found to be meeting thebenchmark of >90%.

Percentage of Customer satisfied withthe help services ranged from 89% to98.8%.

Highest percentage of satisfied

customers were with Bharti (98.8%),followed by Rel Comm (96.9%), Tata Teleservices (96.6%) and BSNL (UK)(93.3%).

The lowest percentage of satisfiedcustomers was attained by BSNL in UP(W) area at 89%.


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4.2.1.5 CUSTOMERS SATISFIED WITH NETWORK PERFORMANCE

98.9%97.3% 98.2% 97.5% 96.6%

50.0%

55.0%

60.0%

65.0%

70.0%

75.0%

80.0%

85.0%

90.0%

95.0%

100.0%


Teleservices

BSNL (UK)

Customers' Satisfied with Network Performance Benchmark

4.2.1.6 CUSTOMERS SATISFIED WITH MAINTAINABILITY

93.0%

83.6%

96.3% 96.3%

71.5%

50.0%

55.0%

60.0%

65.0%

70.0%

75.0%

80.0%85.0%

90.0%

95.0%

100.0%


Teleservices

BSNL (UK)

Customers' Satisfied with Maintainability Benchmark


All operator were found meeting thebenchmark of >95%.

Percentage of Customer satisfied withthe network performance ranged from96.6% to 98.9%.

Highest percentage of satisfiedcustomers were in the case of Bharti(98.9%) followed by Rel Comm (98.2%)and Tata Teleservices (97.9%).

The lowest percentage of satisfiedcustomers was attained by BSNL in

Uttrakhand at 96.6%.


Rel Comm and Tata Teleservices werefound to be meeting the benchmark of>95%.

Percentage of Customer satisfied withthe network performance ranged from71.5% to 96.3%.

Highest percentages of satisfiedcustomers were found with Rel Command Tata Teleservices (96.3% each).

The lowest percentage of satisfiedcustomers was attained by BSNL inUttrakhand (71.5%) followed byBSNL in UP (W) area (83.6%) andBharti (93%).


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4.2.1.7 SATISFIED WITH SUPPLEMENTRY SERVICES

95.5% 93.2%

99.4% 97.1%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%100.0%

Bharti BSNL Rel Comm Tata Teleservices

Customers' Satisfied with Supplementary Services Benchmark

*BSNL (UK) sample is too low for the analysis of benchamark, comparision & any qua litative statement

4.2.1.8 CUSTOMERS SATISFIED WITH OVERALL SERVICE QUALITY

96.5%93.0%

97.4% 97.2%

89.2%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%90.0%

100.0%


Teleservices

BSNL (UK)

customers satisfied with overall services Benchmark


All operators, were found to be

meeting the benchmark of >90%.BSNL in Uttrakahnd has not beenincluded as its sample was too low tomake any qualitative statement.

Percentage of customers satisfied with the supplementary servicesranged from 93.2% to 99.4%.

Highest percentage of satisfiedcustomers were found with RelComm (99.4%) followed by Tata Teleservices (97.1%) and Bharti(95.5%).

The lowest percentages of satisfied

customers were found in the case ofBSNL (93.2%).

Audit conducted for 5 operators providingservices in UP (W).

All operators, except BSNL in Uttrakhand(89.2%), were found meeting thebenchmark of >90%

Percentage of customers satisfied with theoverall services ranged from 89.2% to97.4%.

Highest percentages of satisfied customers were found with Rel Comm (97.4%),followed by Tata Teleservices (97.2%),Bharti (96.5%) and BSNL (93%).


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4.2.2 CELLULAR SERVICE UP (W) SERVICE AREA


94.

4%

96.

6%

95.

0%

93.

0%

97.

5%

95.

5%

90.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Bharti Vodafone IdeaCellular

BSNL Rel Comm Aircel TataTeleservices

Consumers satisfied with provision of services Benchmark

4.2.2.2 CUSTOMERS SATISFIED WITH PREPAID BILLING PERFORMANCE

96.4% 96.6%

91.5%

95.9%

87.9%

97.5% 96.2%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Bharti Vodafone Idea Cellular BSNL Rel Comm Aircel Tata Tele

Consumers satisfied with billing services - Prepaid Benchmark

Audit conducted for 7 operatorsproviding services in UP (W) including Uttrakhand.

All service providers were found tobe meeting the benchmark of>90%.

Percentage of customers satisfied with the provision of servicesattained by all the seven operatorsranged from 90.7% to 97.5%.

Highest percentage of customerssatisfied were found with RelComm (97.5%) followed by Vodafone (96.6%), Aircel (95.5%)and Idea Cellular (95%).

The lowest percentage of satisfiedcustomers was attained by TataTeleservices at 90.7% followed byBSNL (93%) and Bharti (94.4%).

Audit conducted for 7operators providingservices in UP (W).

Five operators, were

found to be meeting thebenchmark of >95%.

Percentages of satisfiedconsumer by all the sevenoperators ranged from87.9% to 97.5%.

Highest percentages ofcustomers satisfied werefound with Aircel (97.5%)followed by Vodafone(96.6%), Bharti (96.4%),Tata Teleservices (96.2%)and BSNL (95.9%).

The lowest percentage of

satisfied customers wasattained by Rel Comm(87.9%) and Idea Cellular(91.5%).


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4.2.2.3 CUSTOMERS SATISFIED WITH POSTPAID BILLING SERVICES

95.9%96.5% 93.4%

92.0%

76.3%

97.5%92.1%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Bharti Vodafone Idea Cellular BSNL Rel Comm Aircel Tata Tele.

Consumers' satisfaction level with billing services - Postpaid Benchmark

4.2.2.4 CUSTOMERS SATISFIED WITH HELP SERVICES

91.7% 94.0%

84.7% 86.5%76.0%

93.1% 87.3%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%60.0%

70.0%

80.0%

90.0%

100.0%

Bharti Vodafone IdeaCellular

BSNL Rel Comm Aircel Tata Tele.

Consumers' satisfied with Help services Benchmark

Audit conducted for 7operators providing servicesin UP (W).

Only Bharti, Vodafone and Aircel were found to bemeeting the benchmark of>95%.

Percentage of satisfiedcustomers by all the sevenoperators ranged from76.3% to 97.5%.

The highest percentage ofsatisfied customers wasattained by Aircel (97.5%),followed by Vodafone(96.5%) and Bharti (95.9%).

The lowest percentage ofsatisfied customers wasattained by Rel Comm(76.3%) followed by BSNL(92%), Tata Teleservices(92.1%) and Idea Cellular

(93.4%).


Out of them 3 operators, werefound to be meeting the benchmarkof >90%.

Percentage of consumer satisfied by

all the seven operators ranged from76% to 94%.

Highest percentage of satisfiedcustomers were found withVodafone (94%) followed by Aircel(93.1%) and Bharti (91.7%).

The lowest percentages of satisfiedcustomers were found with RelComm (76%) followed by IdeaCellular (84.7%), BSNL (86.5%) andTata Tele (87.3%).


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96.7% 98.1% 95.0% 93.0% 92.3% 93.8% 95.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Consumers' satisfaction level with Network performance Benchmark


93.7%

88.6% 85.8% 87.4%88.0% 88.8% 88.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Bharti Vodafone Idea Cellular BSNL Rel Comm Aircel Tata Tele

Consumers' satisfied with Maintainability Benchmark


Only three operators were found to bemeeting the benchmark of >95%.They were Vodafone, Bharti and Tata

Teleservice. Percentages of customers satisfied byall the seven operators ranged from92.3% to 98.1%.

Highest percentages of customerssatisfied were found with Vodafone(98.1%) followed by Bharti (96.7%)and Tata Teleservices (95.7%).

The lowest percentage of satisfiedcustomers was attained by Rel Comm(92.3%), followed by BSNL (93%),Aircel (93.8%).


None of the operators, were foundto be meeting the benchmark of

>95%. Percentage of satisfied customers

by all the seven operators rangedfrom 85.8% to 93.7%.

Highest percentage of customerssatisfied were with Bharti (93.7%)followed by Aircel (88.8%), Tata Teleservices (88.7%), Vodafone(88.6%) and Rel Comm (88%).

The lowest percentage of satisfiedcustomers with Idea Cellular(85.8%) followed by BSNL(87.4%).


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92.9%96.4% 96.7% 95.6%

89.2% 89.0%95.2%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Consumers' satisfied with Supplementary services Benchmark

4.2.2.8 CUSTOMERS SATISFIED WITH OVERALL SERVICE QUALITY

97.0% 96.2%91.8% 92.0%

96.0%

89.0%

95.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Customer Satisfied with overall services Benchmark


Five operators, were found to bemeeting the benchmark of >90%.

Percentage of customers satisfied by

all the seven operators ranged from89% to 96.7%

Highest percentage of customerssatisfied were found with IdeaCellular (96.7%), followed by Vodafone (96.4%), BSNL (95.6%), Tata Teleservices (95.2%) andBharti (92.9%).

The lowest percentage of satisfiedcustomers was attained by Aircel(89%) and Rel Comm (89.2%).


All operators, except, Aircel, were

found to be meeting thebenchmark of >90%.

Percentage of customers satisfiedby all the seven operators rangedfrom 89.0% to 97 %.

Highest level of satisfaction wasfound by the customers of Bharti(97.2%), followed by Vodafone(96.2%), Rel Comm (96%) andTata Teleservices (95.7%).

The lowest percentage of satisfiedcustomers was attained by Aircel(89%), followed by Idea Cellular(91.8%) and BSNL (92%)


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4.2.3 Broadband services UP (W) including Uttrakhand Service area


86.2%

93.8%87.5%

95.0%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%

Bharti BSNL (W) Rel Comm BSNL (UK)

Customers' Satisfied with Provision of services Benchmark

4.2.3.2 CUSTOMERS SATISFIED WITH PREPAID BILLING SERVICES

100.0% 100.0% 100.0% 100.0%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Customers' Satisfied with Billing services-Prepaid Benchmark

Pre paid ssample was too low to make any qualitative statement

Audit conducted for 4 operatorsproviding services in UP (W)including Uttrakhand.

Percentage of customers satisfiedby all the six operators rangedfrom 86.2% to 95%.

Only BSNL, both in UP (W) andUttrakhand, was found to bemeeting the benchmark of >90%.

The highest percentage ofsatisfied customers were foundwith BSNL (UK) (95%) followed

by BSNL (W) (93.8%). The lowest percentage of satisfied

customers was attained by Bharti(86.2%) followed by Rel Comm.(87.5%).


All the customers interviewed werefound to be satisfied.

The sample for the pre paid subscribers in UP (W)including Uttrakhand was found to be too low tomake any qualitative statement.


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4.2.3.3 CUSTOMERS SATISFIED WITH POSTPAID BILLING SERVICES

99.3% 100.0% 98.6% 99.7%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Customers' Satisfied with Billing services- ostpaid Benchmark

4.2.3.4 SATISFIED WITH HELP SERVICES

96.5%89.3%

98.3%94.3%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%60.0%

70.0%

80.0%

90.0%

100.0%


Customers' Satisfied with Help services Benchmark


Percentage of customers satisfied by

all the five operators ranged from98.6% to 100%.

All operators were found to bemeeting the benchmark of >90%.

The highest percentage was attainedby BSNL in UP (W) area (100%),followed by BSNL in Uttrakhand(99.7%), Bharti (99.3%), and RelComm. (98.6%).

Audit conducted for 4 operatorsproviding services in UP (W) includingUttrakhand.

Percentage of customers satisfied by allthe five operators ranged from 89.3%to 98.3%.

Three operators were found to be

meeting the benchmark of >90%. The highest percentage was attained by

Rel Comm (98.3%), followed by Bharti(96.5%) and BSNL in Uttrakhand(94.3%)..

The lowest percentage of satisfiedcustomers was attained by BSNL in UP(W) area (89.3%).


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94.3%89.8%

98.2%93.5%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Customers' Satisfied with Network Performance Benchmark


86.3%83.7% 82.8%

81.2%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


Customers' Satisfied with Maintainability Benchmark


Percentage of customers satisfiedby all the four operators rangedfrom 89.8% to 98.2%.

All operators were found to bemeeting the benchmark of>85%.

The highest percentage wasattained by Rel Comm. (98.2%),followed by Bharti (94.3%) andBSNL in Uttrakhand at 93.5%.

The lowest percentage of

satisfied customers was attainedby BSNL in UP (W) area at89.8%.

Audit conducted for 4 operators

providing services in UP (W).

Percentage of customers satisfiedby all the five operators rangedfrom 82.8% to 86.3%.

Bharti was the only operator whichmet the benchmark of >85%.

The highest percentage was attainedby Bharti (86.3%).

The lowest percentage of satisfiedconsumers were reported in thecase of BSNL in Uttrakhand area at

81.2% followed by Rel Comm(82.8%) and BSNL in UP (W) area(83.7%).


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4.2.3.8 CUSTOMERS SATISFIED WITH OVERALL SERVICES

90.2% 92.0%87.2%

90.0%

0.0%

10.0%

20.0%30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

90.0%

100.0%


customers satisfied with overall services Benchmark

None of the broadband subscribers in UP (W) service area including Uttrakhandwere found to be using any supplementary service therefore benchmark standard onthis parameter could not be analyzed

Audit conducted for 4 operatorsproviding services in UP (W)including Uttrakhand..

Percentage of customerssatisfied by all the five operatorsranged from 87.2% to 92%.

All operators were found to bemeeting the benchmark of>85%.

The highest percentage wasattained by BSNL in UP (W)

area at 92%, followed by Bharti(92%) and BSNL in Uttrakhandarea at 90%.

The lowest percentage ofsatisfied customers was attainedb Rel Comm. at 87.2%.


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5.Assessment of Implementation and Effectiveness of

Telecom Consumer Protection and Redressal of GrievancesRegulation, 2007.


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5.1: BASIC (WIRELINE) UP (W) SERVICE AREA

5.1.1: Awareness about Call centre telephone number: Altogether 2864 of wireline customers of 5operators in UP (W) service area including Uttrakhand were targeted. Out of these, 2619 (91.4%) wereaware about the call centre telephone numbers of their operators. The highest percentages of aware

subscribers were found in the case of BSNL-Uttrakhand (UK) (98.5%) and lowest in the case of TataTeleservices (87.4%).

Awareness about the call centre/ customer care services Yes No Total

BhartiCount 528 70 598%age 88.30% 11.70% 100.00%

BSNL (W)Count 541 59 600%age 90.20% 9.80% 100.00%



BSNL (UK)Count 591 9 600%age 98.50% 1.50% 100.00%

Total

Count 2619 245 2864

%age 91.40% 8.60% 100.00%

5.1.2: Customers complaints about services: The table below shows that out of 3000 respondents,861 (41.1%) had made complaints to the Call Centre/ customer care. The highest number ofrespondents, who had made complaints within lasts 12 months, were from Rel Comm (49.5%). Thelowest was in the case of BSNL in UP (W) area (15.7%).

Complaint within last 12 months to the toll free Call Centre/customer care/Helpline telephone number Yes No Total

BhartiCount 199 399 598%age 33.3% 66.7% 100.0%

BSNL (W)Count 94 506 600%age 15.7% 84.3% 100.0%


Tata Teleservices Count 173 325 498%age 34.7% 65.3% 100.0%

BSNL (UK)Count 114 486 600

%age 19.0% 81.0% 100.0%

TotalCount 861 2003 2864%age 30.1% 69.9% 100.0%

5.1.3: Receipt of docket number against complaints: The table below shows that only 51.7%confirmed that they received docket numbers on most of their complaints, whereas, 38.6% did notreceive docket number for most of the complaints they made.

Receipt of docket number on the complaints made to call centreNo Docket

number receivedeven on request

It wasreceived on

Request

No Docket numberreceived for most of

the complaint

Docket numberreceived for most

the complaints Total

Bharti

Count 1 6 54 138 199

%age 0.50% 3.00% 27.10% 69.30% 100.00%

BSNL (W)Count 0 14 39 41 94%age 0.00% 14.90% 41.50% 43.60% 100.00%

Rel CommCount 6 16 86 173 281%age 2.10% 5.70% 30.60% 61.60% 100.00%

Tata TeleservicesCount 3 12 105 53 173%age 1.70% 6.90% 60.70% 30.60% 100.00%

BSNL (UK)Count 1 25 48 40 114%age 0.90% 21.90% 42.10% 35.10% 100.00%


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TotalCount 11 73 332 445 861%age 1.30% 8.50% 38.60% 51.70% 100.00%

5.1.4: Feedback from Call Centre: Out of 861 respondents who made complaints, 737 (85.6%)confirmed that they were informed about the action taken on their complaints, the highest from RelComm (91.5%), whereas lowest from BSNL in Uttrakhand (69.3%).

Information from call centre on the action taken on complaint

Yes No TotaBharti

Count 174 25 199%age 87.4% 12.6% 100.0%

BSNLCount 73 21 94%age 77.7% 22.3% 100.0%



%age 89.0% 11.0% 100.0%

BSNL (UK)Count 79 35 114%age 69.3% 30.7% 100.0%

TotalCount 737 124 861%age 85.6% 14.4% 100.0%

5.1.5: Satisfaction with the resolution of complaints: The table below shows the responses in terms

of level of satisfaction on resolution of complaints by call centre/ customer care/ helplineSatisfaction with the system of resolving of complaints by call centre/customer care/helpline

ery Dissatisfied Dissatisfied Satisfied Very Satisfied Total

BhartiCount 0 8 134 57 199%age 0.0% 4.0% 67.3% 28.6% 100.0%

BSNL (W)Count 2 11 45 36 94%age 2.1% 11.7% 47.9% 38.3% 100.0%

Rel CommCount 0 3 226 52 281%age 0.0% 1.1% 80.4% 18.5% 100.0%

TATACount 0 2 134 37 173%age 0.0% 1.2% 77.5% 21.4% 100.0%

BSNL (UK)Count 3 21 63 27 114%age 2.6% 18.4% 55.3% 23.7% 100.0%

TotalCount 5 45 602 209 861%age 0.6% 5.2% 69.9% 24.3% 100.0%

The highest percentage of satisfied (very satisfied and satisfied) with the resolution of their complaintswere found in the case of Rel Comm and Tata Teleservices at 98.9% each followed by Bharti (95.9%) .Ho. In the case of other operators 98.1%-99.4% complainants were satisfied. The lowest percentages ofsatisfied consumers were found in the case of BSNL in Uttraljand (79.3%) and BSNL in UP (W) at86.2%.

5.1.6: Reasons for dissatisfaction with the resolution of complaints: Around half (48%) reportedthat they were unsatisfied with the resolution mechanism because it is difficult to connect to the callcentre executives. Similarly, 46% also reported that time taken by call centre for redressal of complaint istoo high. One fourth also opined that call centre executives are not equipped with the adequateinformation.


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Reason(s) for dissatisfaction with resolution of complaint by call centre/ customer care executive/ helpline

Service provider

Difficult toconnect to

the callcentre

executive

Customercare executive

notpolite/courte

ous

Customercare

executive notequipped

with adequateinformation

Time taken bycall centre forredressal of

complaint is toolong

Customercare

executive wasunable to

understandthe problem

Total

Bharti Count 3 1 2 3 1 8%age 37.50% 12.50% 25.00% 37.50% 12.50%

BSNL (W)Count 6 2 4 5 2

13%age 46.15% 15.38% 30.77% 38.46% 15.38%

Rel CommCount 2 0 1 2 1

3%age 66.67% 0.00% 33.33% 66.67% 33.33%

TATACount 1 0 0 1 1

2%age 50.00% 0.00% 0.00% 50.00% 50.00%

BSNL (UK)Count 12 4 6 12 4

24%age 50.00% 16.67% 25.00% 50.00% 16.67%

TotalCount 24 7 13 23 9

50%age 48.00% 14.00% 26.00% 46.00% 18.00%

Note: sum may not add because of multiple response

5.1.7 Resolution of billing complaints: The following table shows that 567 consumers had billing

related complaints. Out of these only 68.6% had confirmed that their complaint was satisfactorilyresolved by call centre/ customer care within four week after lodging the complaint. Therefore nearly onethird of the complainants did not get the redressal from their service providers.

Resolution of billing complaint

Yes No total

BhartiCount 130 31 161%age 80.7% 19.3% 100.0%

BSNLCount 33 26 59%age 55.9% 44.1% 100.0%


Tata TeleservicesCount 113 34 147

%age 76.9% 23.1% 100.0%

BSNL (UK)Count 36 33 69%age 52.2% 47.8% 100.0%

Total Count 389 178 567%age 68.6% 31.4% 100.0%

5.1.8 Awareness about the contact details of nodal officers: Out of 2864 respondents targeted duringthe survey, only 23 (0.8%) were aware about the contact details of nodal officers. This was found to behighest in the case of BSNL (UK) (1.5%) and lowest in the case of Bharti (2, 0.3%)

Awareness about the contact details of the nodal officer

Yes No Total

BhartiCount 2 596 598%age 0.3% 99.7% 100.0%

BSNL (W)Count 5 595 600%age 0.8% 99.2% 100.0%


Tata Teleservices Count 4 494 498%age 0.8% 99.2% 100.0%

BSNL (UK)Count 9 591 600%age 1.5% 98.5% 100.0%

TotalCount 23 2841 2864%age 0.8% 99.2% 100.0%


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5.1.9 Complaints to Nodal officer: Out of the 23 respondents who were aware of the contact details ofnodal officers, none had made complaint which was not resolved or unsatisfactorily resolved by callcentre/ customer care.

5.1.10 Awareness about the contact details of Appellate Authority: Only 12 of the basic telecomcustomers in UP (W) including Uttrakhand found to be aware about the contact details of the Appellate Authority where they can file complaints which were not resolved or unsatisfactorily resolved by the

Nodal officers highest in the case of Tata Teleservices (8, 1.6%). None of Bharti and BSNL customer (inUP W) area) were found to aware about the Appellate Authority. None of these aware customers hadever filed any appeal to the Appellate Authority.

Awareness about the contact details of the Appellate Authority

Yes No Total

BhartiCount 0 598 598%age 0.0% 100.0% 100.0%

BSNL (W)Count 0 600 600%age 0.0% 100.0% 100.0%


TATACount 8 490 498%age 1.6% 98.4% 100.0%

BSNL (UK)Count 2 598 600%age 0.3% 99.7% 100.0%

Total Count 12 2852 2864%age 0.4% 99.6% 100.0%

5.1.11 Awareness about item wise charges of prepaid services: Only 11.2% of the pre paid customerswere aware that they can avail item wise usage charges from their providers. It was found to be highest inthe case of Tata Teleservices (18.4%) whereas none of the BSNL customers in Uttrakhand were awareabout such provisions. However, none of them ever requested this from their service providers.

Awareness about item wise charges of prepaid services Yes No Total

AirtelCount 26 176 202%age 12.9% 87.1% 100.0%

BSNL (W)Count 1 42 43%age 2.3% 97.7% 100.0%


%age 7.9% 92.1% 100.0%


%age 18.4% 81.6% 100.0%

ShyamCount 0 60 60%age 0.0% 100.0% 100.0%


%age 11.2% 88.8% 100.0%

5.1.12 Provision of Manual of Practice by the Operators: Out of 477 new customers whoseconnection was less than 12 months old at the time of survey, over nearly two third (66%) confirmed thatthey had received the manual of practice containing the terms and conditions of service, toll free numberof call centre and contact detail of Nodal Officer and appellate authority for complaint redressal etc.,while subscribing the new telephone connection.

Provision of Manual of Practice

Yes No Total

BhartiCount 65 70 135%age 48.1% 51.9% 100.0%

BSNL (W)Count 30 14 44%age 68.2% 31.8% 100.0%




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BSNL (UK)Count 37 21 58%age 63.8% 36.2% 100.0%

TotalCount 274 143 417%age 65.7% 34.3% 100.0%

5.1.15 Overall Score Telecom Consumer Protection and Redressal of GrievancesBASIC SERVICES-WIRELINE

The following table shows the provider wise score on various provisions of the Telecom ConsumerProtection and Redressal of Grievances Act.

S.N. Sub Parameter Bharti BSNLRel

CommTata

TeleservicesBSNL(UK)

2For pre-paid customers awareness about item-

wise usage charge details on request12.9% 2.3% 7.9% 18.4% 0.0%

3If aware (for pre-paid customers )ever denied ofitem wise usage charge details for pre paidconnection

NA NA NA NA NA

4For new customers provisioning of "Manual ofpractice while taking the new connection

48.1% 68.2% 81.4% 72.5% 63.8%

5Awareness of call center number for redressinggrievances

88.3% 90.2% 92.1% 87.6% 98.5%

6Penetration of customers made any complaint tothe toll free number within last 12 months

33.3% 15.7% 49.5% 34.7% 19.0%

7 Call center informing about the action taken oncomplaint 87.4% 77.7% 91.5% 89.0% 69.3%

8Resolution of billing complaint by customer care

within 4 weeks of lodging complaint80.7% 55.9% 58.8% 76.9% 52.2%

9Percentage satisfied with complaint resolution bycall center

95.9% 86.2% 98.9% 98.9% 79.0%

10Awareness of contact detail of nodal officer forredressing grievances

0.3% 0.8% 0.5% 0.8% 1.5%

11Awareness of appellate authority for redressinggrievances

0.0% 0.0% 0.4% 1.6% 0.3%

Awareness level was found high in the case of call centre/ customer care help line numbers. Thiswas found in the range of 87.6% (Tata Teleservices) to 98.5% (BSNL (UK)).

Aw

upw survey report

Documents