QUALITY OF SERVICE

ASSIGNMENT

QOS PARAMETERS FOR MADHYA PRADESH AND CHATTISGARH CIRCLE

SUBMITTED BY:
SYNDICATE NO.8
Hemant Mawar-10020541086 Mayank-10020541087 Neeraj Kumar-10020541091 Sunil Padma-10020541097 Priyanka Bharadwaj-10020541098 Sandeep Patil-10020541106

QUALITY OF SERVICE

Introduction
In the Third quarter (1st July to 30th September) of 2009, we have carried out the customer satisfaction survey in Madhya Pradesh circle. Four basic telephone service providers present in the circle as on May 2009 date have been covered. Across 37 cities of Madhya Pradesh circle, a sample of 2,888 basic wire>line customers has been covered. Of this sample, 2,775 were postpaid customers and 113 were prepaid customers. Seven cellular mobile telephone service providers present in the circle as on May 2009 have been covered. Across 7 cities of Madhya Pradesh circle, a sample of 4,825 cellular mobile phone customers was covered. Of this, 3,141 were prepaid customers and 1,684 were postpaid customers. Five broadband service providers present in the circle as on May 2009 have been covered. Across various points of presence of the Madhya Pradesh circle, a sample of 2,741 broadband customers was covered. Of this, 2,337 were postpaid customers and 404 were prepaid customers.

Satisfaction on the Quality of Service parameters as laid down by TRAI, namely

Provision of service (activation/ reactivation) Billing performance Help services including customer grievance redressal Network performance, reliability and availability Maintainability Supplementary and value added service Overall service quality

Survey Objectives
The objective of this customer satisfaction survey is to measure the level of satisfaction among customers with respect to: Provision of service Billing performance Help services including customer grievance redressal Network performance, reliability and availability Maintainability Supplementary and value added service Overall service quality

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Survey Methodology
The survey was conducted through personal, telephonic and Internet based interviews. In the survey of basic telephone service and cellular mobile service customers, 75% of the sample was covered with the help of personal interviews while the balance interviews were done on telephone. The identity of respondents was recorded in the questionnaires and the signatures of the customers who were surveyed through personal interviews were taken on the survey questionnaires. The questionnaires were filled up using a ballpoint pen. In the broadband service survey, 50% of the sample was covered through face>to>face interviews and upto 50% through a web>based survey. We used our proprietary web>based survey editor to host the survey on the Internet. After sending these invitations, follow up phone calls were made to drive respondents to the survey.

Coverage of the Survey

In the Third quarter (1st July to 30th September) of 2009, we conducted the Customer Satisfaction Survey (CSS) in Madhya Pradesh circle. The following service providers have been covered in the Madhya Pradesh circle. Basic Telephone (Wire+line) Service 1. Bharti Airtel Limited 2. Bharat Sanchar Nigam Limited 3. Reliance Communications 4. Tata Teleservices Limited Cellular (including FWP) Service 1. Bharti Airtel Limited 2. Bharat Sanchar Nigam Limited 3. Reliance Communications 4. Tata Teleservices Limited 5. Reliance Telecom Limited 6. Idea Cellular Limited 7. Vodafone Essar Mobile Services Limited Broadband Service 1. Bharat Sanchar Nigam Limited

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QUALITY OF SERVICE 2. 3. 4. 5. Tata Communications Bharti Airtel Limited Reliance Communications Sify Technologies Limited

Respondent Profile
The random sample included both prepaid & postpaid customers in the household and commercial segments. Individual/ Household users Only those above the age of 18 years were interviewed. Actual users of basic telephone service, mobile or broadband services were interviewed Commercial users In case of the basic telephone service survey, the administration or accounts executive/ manager or whoever takes care of basic telephone service related issues was interviewed. In case of the broadband survey, the head/manager of the IT/MIS Department or the administration or accounts executive/ manager was covered. In case, there was no such person, then the CEO/ MD/ owner of the firm were interviewed.

Sampling Methodology & Coverage

A set of residential and commercial areas were identified for this survey. Random sampling was done in the selected areas to select the respondents. Basic Telephone (Wire+line) Service: Database obtained from the service providers was used in case of private operators, while for BSNL, door to door (in residential areas) and office>to>office (in commercial areas) survey was carried out. The sample for basic service customers was evenly spread across 5% of the exchanges of each BSO in the circle. These exchanges were covered in urban and rural areas. The stated 5% exchanges were evenly spread over 10% of SDCAs for each BSO Methodology for Calculating Percentage of Customer Satisfied To measure the percentage of customer satisfied, we have taken into account the total percentage of satisfied customers i.e. very satisfied and satisfied customers on various parameters of customer perception of service.

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Explanation of Benchmarks TRAI has laid down benchmarks on Customer Perception of Service for the service providers of Basic Telephone, Cellular Mobile and Broadband service. The purpose of laying down these benchmarks was to protect the interest of consumers of telecommunication services and to create conditions for consumer satisfaction by making known the quality of service that the service providers are required to provide and the user has a right to expect. All service providers have to follow these benchmarks. The following are the benchmarks laid down by TRAI.

Basic Telephone Service Customer Perception of Service % Satisfied with Provision of Service % Satisfied with Billing Services Postpaid % Satisfied with Billing Services - Prepaid % Satisfied with Help Services including customer grievance redressal % Satisfied with Network Performance, Reliability and Availability % Satisfied with Maintainability % Satisfaction with Supplementary and Value Added Services % Satisfied with Overall Service Quality Benchmarks >90% >95% >95% >90% >95% >90% >95% >90%

Cellular Mobile Service

Customer Perception of Service % Satisfied with Provision of Service % Satisfied with Billing Services Postpaid % Satisfied with Billing Services - Prepaid % Satisfied with Help Services including customer grievance redressal % Satisfied with Network Performance, Reliability and Availability % Satisfied with Maintainability % Satisfaction with Supplementary and Value Added Services % Satisfied with Overall Service Quality

Benchmarks >90% >95% >95% >90% >95% >90% >95% >90%

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QUALITY OF SERVICE

Broadband Service Customer Perception of Service % Satisfied with Provision of Service % Satisfied with Billing Services Postpaid % Satisfied with Billing Services - Prepaid % Satisfied with Help Services % Satisfied with Network Performance, Reliability and Availability % Satisfied with Maintainability % Satisfaction with Supplementary Services % Satisfied with Overall Customer Satisfaction Benchmarks >90% >90% >90% >90% >85% >85% >85% >85%

Basic Telephone Service

Service Providers Base % Satisfied with Provision of Service % Satisfied with Billing Performance Postpaid Prepaid % Satisfied with Help Services including customer grievance % Satisfied with Network Performance, Reliability and Availability % Satisfied with Maintainability % Supplementary and Value Added Services % Satisfied with Overall Service Quality

Benchmarks

90%

95%

95%

redressal

90%

95%

95%

90%

90%

Airtel BSNL Reliance TTSL Overall

638 1,204 570 476 2,888

98 89 95 100 95

93 93 84 96 92

Madhya Pradesh Circle 88 94 97 97 83 76 89 83 90 88 94 91

87 80 71 90 79

93 87 96 97 92

91 86 82 88 87

On an overall basis, 87% of the basic telephone service customers were satisfied with their service providers. TTSLs performance was better than the other service providers on provision of service, billing performance > postpaid, help services, network performance, maintainability and supplementary services. Airtels performance was better on network performance and on an overall basis.

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QUALITY OF SERVICE

All the service providers had a lower score with respect to maintainability.

% Customers Service Providers

Airtel BSNL Reliance TTSL Overall

Base
59 55 158 28 300

Benchmark: 7 days
Madhya Pradesh Circle 97 73 94 89 90

The table shows the percentage of customers who got a working connection within 7 days

90% of all the customers got their working telephone connection within 7 days. Airtel and Reliance were quicker in providing working telephone connections to a larger proportion of their new customers than BSNL and TTSL.

Base Service Providers

Airtel BSNL Reliance TTSL Overall 221 439 329 78 1067

% Customers Benchmark: Within 3 days

Madhya Pradesh Circle 92 84 81 90 85

The table shows the percentage of customers who reported that their telephone fault was repaired within 3 days

85% of all customers reported that the fault was repaired within 3 days. As compared to other service providers, a larger proportion of Airtel and TTSL customers reported that their faulty telephone connections were repaired within 3 days.

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QUALITY OF SERVICE

Base Service Providers

Airtel BSNL Reliance TTSL Overall 36 7 44 13 100

% Customers Benchmark: Within 7 day

Madhya Pradesh Circle 56 43 70 85 65

The table shows the percentage of customers who reported that their telephone service was terminated within 7 days on request

65% of customers reported that their telephone connection was terminated within 7 days after they request for termination. 85% of the TTSL customers got their telephone connection terminated within the benchmark duration.

Base Service Providers

Airtel BSNL Reliance TTSL Overall 56 126 82 14 278

% Customers Benchmark: Within 4 weeks

Madhya Pradesh Circle 48 69 37 64 55

The table shows the percentage of customers who reported that their billing complaints were resolved by call centre within four weeks

Only 55% of all customers reported that their complaints were resolved within 4 weeks after they lodged their complaints. Only 37% of the Reliances customer complaints were resolved with 4 weeks.

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QUALITY OF SERVICE

Cellular Mobile Service

Service Providers Base % Satisfied with Provision of Service % Satisfied with Billing Performance
Postpaid Prepaid

% Satisfied with Help Services including customer grievance

% Satisfied with Network Performance, Reliability and Availability

% Satisfied with Maintainability

% Supplementary and Value Added Services

% Satisfied with Overall Service Quality

Benchmarks

90%

95%

95%

redressal

90%

95%

95%

90%

90%

Airtel BSNL Reliance TTSL Reliance Tel Idea Vodafone Overall

603 1,203 600 602 611 602 604 4,825

96 99 96 92 99 95 99 98

87 96 87 91 90 96 99 93

Madhya Pradesh Circle 80 72 96 84 73 92 76 84 95 87 63 69 80 77 78 85 74 73 86 92 89 96 93 87

95 77 91 94 88 96 95 89

86 90 80 92 84 95 93 89

98 90 99 99 98 99 97 96

On an overall basis, 96% of all cellular service customers were satisfied with their service providers. The survey reveals a lower proportion of satisfied customers on parameters such as Help Services. Vodafone registered a higher percentage of satisfied customers than other service providers on 3 out of 7 parameters, namely provision of service, billing performance (postpaid) and help services. Idea registered a higher percentage of satisfied customers than other service providers on 3 out of 7 parameters, network performance, maintainability and overall service quality.

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QUALITY OF SERVICE Service Providers Base % Customer Benchmark: Four Weeks

Madhya Pradesh Circle Airtel BSNL Reliance TTSL Reliance Tel Idea Vodafone Overall 69 27 34 25 10 13 16 194 41 41 44 68 100 69 0 46

The table shows the percentage of customers who reported that their billing complaints were resolved by call centre within four weeks 56% of the cellular customers who made billing complaints to the call centre reported that their complaints were resolved within 4 weeks after they lodged their complaints. The worst performer on this parameter was Vodafone.

Broadband Service
Service Providers Base % Satisfied with Provision of Service % Satisfied with Billing Performance Postpaid Prepaid % Satisfied with Help Services % Satisfied with Network Performance, Reliability and Availability % Satisfied with Maintainability % Supplementary Services % Satisfied with Overall Service Quality

Benchmarks

90%

90%

90%

90%

85%

85%

85%

85%

BSNL Tata Airtel Reliance Sify Overall

651 600 602 606 281 2,741

96 100 97 92 100 97

94 94 97 95 95

Madhya Pradesh Circle 83 89 99 98 98 81 91 86 83 85 90 91 91 93 91

53 54 66 43 55 54

96 89 98 95 92 94

93 89 92 90 95 91

All the service providers registered a lower proportion of satisfied customers on account of Maintainability.

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QUALITY OF SERVICE Airtel registered a higher percentage of satisfied customers than other service providers on 4 out of 7 parameters, namely postpaid billing, help services, maintainability and supplementary service. Sify registered a higher percentage of satisfied customers than other service providers on 3 out of 7 parameters, namely provision of service, network performance and overall quality of service. Service Providers Base % Customers Benchmark: Within 15 Working Days
Madhya Pradesh Circle BSNL Tata Airtel Reliance Sify Overall 271 54 105 84 63 577 96 93 92 92 98 95

The table shows the percentage of customers who reported getting a working connection with 15 days 95% of the customers got their working connection within 15 working days. However, 8% of the Airtel and Reliance customers got their working connection after 15 working days.

Service Providers

Base

% Customers Benchmark: Within 4 weeks

Madhya Pradesh Circle

BSNL Tata Airtel Reliance Sify Overall

78 178 65 66 14 401

38 30 40 32 50 33

The table shows the percentage of customers who reported that their billing complaints were resolved by call centre within four weeks

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QUALITY OF SERVICE Only 33% of customers reported that their complaints were resolved within 4 weeks after they lodged their complaints. 70% of Tata customers reported that their complaints were not resolved within 4 weeks. Basic Telephone Service (Wire+line) Madhya Pradesh and Chattisgarh Circle Customer satisfaction with Provision of Service

The following graph shows the percentage of satisfied customers with provision of Service All the service providers were able to meet the benchmark laid down by TRAI. BSNL (89%) had a lower percentage of satisfied customers with respect to provision of service as compared to other service providers. TTSL (100%) registered a higher percentage of satisfied customers with provision of service.

Customer Satisfaction with Network Performance, Reliability & Availability

The following graph shows the percentage of satisfied customers with network performance, reliability & availability

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QUALITY OF SERVICE None of the service providers met the benchmark laid down by TRAI. Reliance (88%) scored less on this parameter.

Customer Satisfaction with Overall Service Quality

The following graph shows the percentage of customers satisfied with overall service Quality

Only Airtel (91%) was able to meet the benchmark laid down by TRAI. Reliance, BSNL and TTSL were less satisfied on account of overall service quality.

Cellular Mobile Service Madhya Pradesh circle Customer Satisfaction with Provision of Service

The following graph shows the percentage of customers satisfied with the provision of service. All the service providers met the benchmark laid down by TRAI. TTSL customers were less satisfied with the provision of service. Page 13

QUALITY OF SERVICE Customer Satisfaction with Network Performance, Reliability & Availability

The following graph shows the percentage of satisfied customers with network performance, reliability & availability Only Airtel & Idea were able to meet the benchmark laid down by TRAI. BSNL (73%) customers were less satisfied on account of network performance, reliability and availability. Customer Satisfaction with Overall Service Quality

The following graph shows the percentage of customers satisfied with overall service Quality All service providers were able to meet the benchmark laid down by TRAI. BSNL (90%) had the lowest percentage of satisfied customers with overall service quality.

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QUALITY OF SERVICE Broadband Service Madhya Pradesh circle Customer Satisfaction with Provision of Service

The following graph shows the percentage of satisfied customers with respect to provision of service All the service providers met the benchmark laid down by TRAI. All customers of Tata and Sify were satisfied on account of Provision of Service. Reliance (92%) had a slightly lower proportion of satisfied customers. Customer Satisfaction with Network Performance, Reliability & Availability

The following graph shows the percentage of customers satisfied with network performance, reliability & availability All the service providers were able to meet the benchmark laid down by TRAI. Sify (93%) had a slightly higher percentage of satisfied customers with respect to network performance, reliability & availability than other service providers. BSNL (89%) had a slightly lower percentage of satisfied customers with respect to network performance, reliability & availability than other service providers

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QUALITY OF SERVICE Customer Satisfaction with Overall Service

The following graph shows the percentage of customers satisfied with overall Service All the service providers were able to meet the benchmark laid down by TRAI. Tata (89%) and Reliance (90%) had slightly lower percentage of satisfied customers than others.

CRITICAL ANALYSIS Basic Telephone Service (Wire+line)

Overall Quality of Service: 87% of all basic telephone service customers were satisfied. Airtels performance was the best. Provision of Service: Customers of TTSL were most satisfied with obtaining working connection within 7 days. Billing Performance: 34% of the postpaid customers were not satisfied with the process for resolution of billing complaints. Reliance performance was the weakest on account of resolution of billing complaints. Most prepaid customers were satisfied with the billing process. Help Service: A large number of customers contact customer care for lodging a complaint or a query. In this scenario, customer care departments of the service providers particularly Reliance customers claimed that the customer care executives had weak problem solving ability. Network Performance: 91% of basic telephone service customers were satisfied with the network performance. Maintainability: Service providers, particularly Reliance and BSNL were reported to be taking time in repairing the faults.

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QUALITY OF SERVICE Supplementary Services: Basic telephone service providers have shown adequate performance on this parameter. BSNL performance was lower than other service providers. Grievance Redressal: 90% were aware about the call centres toll free number. 5% and 1% of the customers were aware about the contact details of the nodal officer and Appellate Authority.

Cellular Mobile Service

Overall Quality of Service: 96% of the cellular mobile service customers were satisfied with overall quality of service. BSNL registered a lower percentage of satisfied customers at 90%. Provision of Service: 98% of customers were satisfied with provision of service. Billing Performance: A large proportion of postpaid and prepaid customers were not satisfied with the process of resolution of billing complaints. Reliance and Airtel had the weakest performance. Help Services: A large number of customers contact customer care for lodging a complaint or a query. Customers of BSNL were more dissatisfied with the help services. Network Performance: 87% of the cellular mobile customers were satisfied. BSNL performance was weakest. Maintainability: 89% of cellular mobile customers were satisfied with maintainability, though BSNL shows the weakest performance. Supplementary Services: 94% of the customers were satisfied with this parameter. Grievance Redressal Mechanism: 91% were aware about the call centres toll free number. 4% and 3% of the customers were aware about the contact details of the nodal officer and Appellate authority.

Broadband Service
Overall Quality of Service: 91% of all broadband customers were satisfied. Sify performance was the best. Provision of Service: 97% of customers were satisfied with the provision of service.

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QUALITY OF SERVICE Billing Performance: 80% of the postpaid customers were satisfied with the resolution of billing complaints. BSNL performance was the weakest. Help Services: A large number of customers contact customer care for lodging a complaint or a query. In this scenario, only 85% of the customers were satisfied with the Help Services. Network Performance: 91% of all broadband customers were satisfied. Maintainability: While most customers of the broadband customers were dissatisfied on this service parameter, a significant number of customers stated that the problem was related to the broadband connection and modem provided by the service provider. Supplementary Services: parameter. Service providers have shown adequate performance on this

Grievance Redressal: 91% were aware about the call centres toll free number. 4% and 3% of the customers were aware about the contact details of the nodal officer and appellate authority.

Reference:

MadhyaPradeshSurv eyReport2010.pdf

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