V&D-CMR Enterprise Satisfaction Survey 2013

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MISSION CRITICAL / 52 OFFBEAT / 79 ` 75

Q&A: Robert Sewell head, tech solutions, Aircel

The Business of Communications

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.com VOL 20 ISSUE 4 April 2013

Overall Enterprise Satisfaction (%)

For the 520 enterprises surveyed, Tata Comm outperforms all others in terms of providing overall satisfaction in communication services

EnterpriseSatisfaction Survey

Voice&Data-CMR

84 pages including cover

TataComm

86.09 83.72 83.65 82.67 82.55 82.1 80.12 83.63

TTSL MTNL BhartiAirtel

Tulip RelianceComm

BSNL Others

Special subscription offer on Page 72

Treading Cautiously

Reliance Jio

Technology issues, delay in signing network sharing agreements, non-finalization of device agreement, etc, are some of the reasons stalling the BWA launch by RJI

CYBERMEDIA

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C O V E R S T O R Y

Enterprise Satis faction SurveyVoice&Data‑CMR

Base: 520 Source: Voice&Data-CMR

City-wise Break-up

Delhi30%

Kolkata18%

Mumbai15%

Bangalore13%

Chennai11%

Pune7%

Ahmedabad4%

Hyderabad3%

Vertical-wise Break-up

Consumer Electronics

8%

FMCG11%

Banking & Insurance

9%

Financial Services

7%

Energy, Oil & Gas8%

HeavyEngineering &

Mining13%

Healthcare10%

Hospitality6%

IT / ITeS15%

Retail8%

Automobiles6%

Survey Methodology To benchmark the quality of services provided by Indian telecom operators, Voice&Data, along with CyberMedia Research, undertook the study to find out the satisfaction level of en-terprise users w.r.t. services offered by operators. The services considered included: ISDN, VoIP, PSTN, DSL, VSAT, domestic leased line, cable modem, Metro ethernet, IPLCs, VPN, wireless LAN, audio/ video/web conferencing, IP fax, IP centrex, mobile applications and others.

In total 520 companies were cov-ered from industry verticals like auto-mobiles, consumer electronics, FMCG, IT/ITES, heavy engineering & mining, energy, oil & gas, banking & insur-

Voice&Data and CyberMedia Research undertook the Enterprise Satisfaction Survey after a long time as all service providers are actively looking at the en-terprise market in a big way. The focus of this survey was to gauge satisfaction level of large and medium enterprises with respect to communication services. In total we have surveyed 520 large and medium companies and covered all types of services—ISDN, VSAT, domestic leased line, IPLC, VPN, IP-centrex, mobile applications and others.

Enterprise satisfaction was rated on parameters: pre-implementation, imple-mentation, network quality, after sales support, customer care, billing services and service level agreement (SLA). The enterprise survey gives a true rating of service providers’ satisfaction level and how they have fared in all the parameters.

Tata Communications leads the race followed by Tata Teleservices and MTNL

36 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication

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Enterprise Satis faction Survey

ance, financial services, health care & hospitality, and retail. The survey focused on the top 8 cities of India as head offices of most of the companies are located in these cities. The cities: Delhi, Kolkata, Mumbai, Bangalore, Chennai, Pune, Ahmedabad, and Hyderabad.

In terms of service providers we covered those companies who are primary service providers for com-munication services to corporates and who provide a complete bouquet of services. Providers include: Bharti, BSNL, Reliance Communications, Tata Teleservices, Tata Communications, MTNL and Tulip.

In order to ensure the coverage of those companies who spend high

Enterprise Break-up

Employee

Base: 520

Revenue

`200 to 499crores36%

`500 to 999crores28%

`1,000 to1,999 crores

22%

Less than `200 crores

4%`2,000-4,999crores

4%

Greater thanequal to `5,000

crores7%

250 to 49916%

100to2499%

500 to 99923%

1000 to 199922%

2000 to 399913%

Less than 1003%

4000 andabove14%

Source: Voice&Data-CMR

A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 37

CYBERMEDIA

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C O V E R S T O R Y

Base: 520

No. of Branches

on telecom services, majority of the companies covered have a turnover of more than `500 crore. Similarly, around three-fourth of the compa-nies covered have an employee size of more than 500. In each company senior officials in the IT/Systems de-partment were interviewed using a structured questionnaire. The questionnaires covered different parameters in relation to services of different service providers on which satisfaction of the respondent was captured on 5-point scale.

The satisfaction level was checked for pre-implementation process, im-plementation process, network Qual-ity, after sales support, customer care, billing, and SLAs.

Company Type

Indian Private Company

83%

Trust1%

Multinational/Wholly owned

foreign subsidiary8%

Government Department/Ministries

1%

Public Sector Undertaking

7%

14%

29%

312%

415%

57%

67%

7-1016%

10-2012%

>2018%

Status

Top Five Currently Used Telecom Services a per Vertical

Overall AutomobilesBanking & Insurance


Energy, Oil & Gas

Financial Services

FMCG HealthcareHeavy Engg.

& MiningHospitality IT/ITeS Retail

Domestic leasedline - Local

1 2 1 2 1 1 3 1 1 1 1 1

DSL 2 5 2 1 1 2 1 2 2 5 3 2

Wireless LAN 4 5 4 5 4 1 5 3

Mobile e-mail/applications 3 3 5 4 3 4 2 3 3 3 2 4

VPN - MPLS 5 4 3 4 4 4 5

Domestic leased line - NLD

4 3 5

Audio/Web/Video conferencing

1 3 5 5 4 3

Cable modem 5

Number depicts the rank of the technologies in terms of current usage Source: Voice&Data-CMR



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Operators Covered

Base: 520

Bharti Airtel20%

BSNL16%

RelianceComm

15%

Tata Teleservices

12%

Tata Communications

11%

MTNL7%

Tulip6%

Others13%

Mean score analysis was done on scores collected from all the respond-ents on all the parameters. That mean scores were derived on each of the parameters and sub-parameters for each of the service providers. For ease in understanding, the derived mean score was multiplied by 20 to convert into a 100 point scale.

Indexes were developed for each broad parameter by computing the weighted average of scores of all the sub-parameters under them. Weights of each sub-parameter was derived by running multiple regression between satisfaction score of any broad param-eter and satisfaction scores of respective sub-parameters considering broad pa-rameter as dependent variable and sub-

Top 5 telecom

services across

verticals are:

Domestic Leased

Line (Local), DSL,

Mobile e-mail/

applications, WLAN

and VPN-MPLS

parameters as independent variables. Similarly, overall index was developed by computing the weighted average of scores of all the broad parameters.

The survey was carried out in the December 2012- March 2013 time frame and focused on 8 cities. Voice&Data focused on large and medium companies across different industry verticals.

The satisfaction level was measured with respect to 7 parameters and then overall satisfaction was measured for all large service providers. Some of the service providers have been omitted as they have recently started offering enterprise services or are not offering complete bouquet of communication services to enterprise users.

Top Five Currently Used Telecom Services a per Vertical



Energy, Oil & Gas

Financial Services

FMCG HealthcareHeavy Engg.

& MiningHospitality IT/ITeS Retail

Domestic leasedline - Local

1 2 1 2 1 1 3 1 1 1 1 1

DSL 2 5 2 1 1 2 1 2 2 5 3 2

Wireless LAN 4 5 4 5 4 1 5 3

Mobile e-mail/applications 3 3 5 4 3 4 2 3 3 3 2 4

VPN - MPLS 5 4 3 4 4 4 5

Domestic leased line - NLD

4 3 5


1 3 5 5 4 3

Cable modem 5

Number depicts the rank of the technologies in terms of current usage Source: Voice&Data-CMR

Others include Vodafone, Sify, Aircel, Idea, MTS, AT&T, BT, and others. All above service providers are primary telecom service providers in respective orgainzations

Sour

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C O V E R S T O R Y

Functional and technical understanding of account support team

22%20%

15%

19%

16%

8%

Requirement mapping and analysis

Solution fit assessment

Defining scope and sizing of solution

Knowledge and skills of account support team

Network design suggested

30%23%

17%20%

10%

Functional and technical understanding of the team

Suggested right hybrid (mix) of service(s)

Delivery within committed time

Service provider exactly meeting your needs

Overall cost of the service

Pre-Implementation Weightage

Implementation Weightage

Overall

Tata Communications

Tata Teleservices

MTNL

Bharti Airtel

Tulip

Reliance Communications

BSNL

Others

82.58

86.42

84.18

83.13

82.33

82.14

82.01

82.2

79.87

Score out of 100

Pre-implementation Satisfaction Index

Pre-implementation Satisfaction

Implementation Satisfaction

Implementation Satisfaction Index

Tata Communications is number one followed by Tata Teleservices and MTNL. Tata Communications has outscored others in terms of requirement mapping, solution fit assessment, scope and sizing, knowledge skills and network design

Tata Communications is the numero uno followed by Tata Teleservices, MTNL and Bharti Airtel. The company has done well in suggesting right mix and meeting the needs of enterprise users

Overall

Tata Communications

Tata Teleservices

MTNL

Bharti Airtel


Tulip

BSNL

Others

81.18

84.12

82.91

82.34

82.33

80.29

80.18

80.3

78.08

Score out of 100




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23%

10%

27%

16%12%

10%

2%

Functioning of the network design

Different types of user access connections

Committed bandwidth

Overall connection throughput

Specific equipments and software

Type of backup guarantees & solutions implemented

Network management report generated

26%

13%

20%

12%

13%

16%

Availability and competence of account managers/helpdesk servicesAbility to provide satisfactory repair and replacement services

Turnaround time

Presence of vendor's service centre in locality/city/region

Good stock level for replacement

Experience of warranty

Network Quality Weightage

After Sales Support Weightage

Network Quality Satisfaction

After Sales Support Satisfaction

Network Quality Satisfaction Index

After Sales Support Satisfaction Index

Tata Communications leads the table followed by MTNL, Tata Teleser-vices and Tulip. Tata Comm leads in connection throughput, user ac-cess connection and back-up guarantees

Tata Communications has outperformed others followed by MTNL, Tata Teleservices and Bharti Airtel. The company has done well others in provid-ing satisfactory repair and replacement services, turnaround time, stock level replacement and warranty experience

Overall

Tata Communications

MTNL

Tata Teleservices

Tulip

Bharti Airtel


BSNL

Others

84.14

88.24

85.41

84.6

84.52

83.84

82.98

85.3

80.66

Score out of 100

Overall

Tata Communications

MTNL

Tata Teleservices

Bharti Airtel

Tulip


BSNL

Others

83.29

87.27

84.28

83.59

83.43

83.1

82.33

85.2

79.03

Score out of 100




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PROPERTY

C O V E R S T O R Y

The ease in access20%

The understanding of CCE (Customer Care Executive)

31%

The professionalism

of CCE30%

The problem resolution by CCE

19%

Billing clarity35%

Billing transparency

6%Amount of bill

9%

Regularity of receiving bill

17%

Accuracy of billing

33%

Customer Care WeightageCustomer Care Satisfaction Index

Customer care segment sees a close fight. Tata Communications leads followed by Tata Teleservices and Bharti Airtel. Tata Comm leads in ease of access, Bharti Airtel in understanding of customer care executive (CCE) and Tata Teleservices in prob-lem resolution by CCE

Overall

Tata Communications

Tata Teleservices

Bharti Airtel


Tulip

BSNL

MTNL

Others

83.17

85.32

84.97

84.01

83.11

82.99

79.94

84.3

79.59

Score out of 100

Billing Services Weightage Billing Services Satisfaction Index

Tata Teleservices is the number one player followed by MTNL and Tulip. In sub-parameters the leaders are Tulip, Tata Teleservices and Tata Communications

Overall

Tata Teleservices

MTNL

Tulip


Tata Communications

Bharti Airtel

BSNL

Others

84.11

84.95

84.66

84.2

84.09

84.07

83.47

85.5

82.81 Score out of 100



Customer Care Satisfaction

Billing Services Satisfaction


CYBERMEDIA

PROPERTY

20%

2%2%

2%

7%

11%

3%

15%

13%

10%

11%

4%

Comprehensiveness of the current SLAs in place

Overall achievement of current SLAs in place

Backup guarantee

Committed bandwidth

Connection throughput

Maximum no. of outage

Maximum no. of repeat trouble incidences

Mean time between failures

Mean time to repair

Network availability/uptime

On site support

Preventive maintenance

SLA WeightageSLA Satisfaction Index

In service level agreement (SLA), Tata Communications leads the table followed by MTNL and Tata Teleservices. In sub-parameters the leaders are: Bharti Airtel, Tata Communications and MTNL

Overall

Tata Communications

MTNL

Tata Teleservices

Tulip

Bharti Airtel


BSNL

Others

81.86

84.74

83.86

81.53

80.86

80.72

80.61

83.1

80.39

Score out of 100


SLA Satisfaction

Minimum Outage

SLA Satisfaction

Committed Bandwidth

Tata Communications leads followed by MTNL MTNL leads followed by Tata Communications

Overall


Bharti Airtel

Tata Teleservices

BSNL

MTNL

Tulip

Tata Communications

Others

82.3

80.7

80.3

81.4

80.6

85.3

81.4

83.7

87.2

Score out of 100

Overall


Bharti Airtel

Tata Teleservices

BSNL

MTNL

Tulip

Tata Communications

Others

80.1

78.6

77

80.5

77.2

84.7

80.7

81.4

84.1

Score out of 100



CYBERMEDIA

PROPERTY

C O V E R S T O R Y

Telecom Spend Break-up

Bharti has the largest share in terms of telecom spend followed by BSNL and Reliance Communications

Bharti Airtel

BSNL


Tata Teleservices

Tata Communications

MTNL

Tulip

Others

17%

13%

10%

9%

7%

5%

19%

19%


Network Availability/Uptime

SLA Satisfaction

Mean Time Between Failures

Overall


Bharti Airtel

Tata Teleservices

BSNL

MTNL

Tulip

Tata Communications

Others

81.9

81.4

79.1

80

80

86.7

78.6

83.1

88.4

Score out of 100

Overall


Bharti Airtel

Tata Teleservices

BSNL

MTNL

Tulip

Tata Communications

Others

81.7

80.4

78.8

80

78.3

87.3

82.1

82.7

87.7

Score out of 100


Tata Communications is no. 1 followed by MTNL and Reliance Communications

Tata Communications is no. 1 followed by MTNL and Tulip


CYBERMEDIA

PROPERTY

Overall Satisfaction

Tata Communications

Tata Teleservices

MTNL

Bharti Airtel

Tulip


BSNL

Others

82.9

86.09

83.72

83.65

82.67

82.55

82.1

83.63

80.12

Score out of 100

Overall Enterprise Satisfaction

Enterprise Satisfaction Weightage

Pre-Implementation Stage

Implementation Stage

Network Quality

After Sales Support

Customer Care

Billing Services

SLA

28%

7%

17%14%

7%

9%

18%

Base: 520


In terms of overall enterprise satisfaction survey, Tata Comm is a leader. The company has outperformed others in all parameters except billing services. Tata Teleservices, part of the Tata Group, is second followed by MTNL which is a major surprise as people always question PSU’s ability to provide quality services to enterprise users


CYBERMEDIA

PROPERTY

C O V E R S T O R Y

Top Five Telecom Services to be Adopted in Future



Energy, Oil & Gas

Financial Services

FMCG HealthcareHeavy

Engg. & Mining

Hospitality IT/ITeS Retail


1 1 1 2 4 1 1 1 1 1 5

Wireless LAN 2 4 1 5 5 3 3 3 2 3

Mobile e-mail/ applications

3 5 1 2 2 4 5 2

Domestic leased line - Local

4 3 5 4 1 2 1

VPN - IP 5 5 1 5 5 2 3

VPN - MPLS 5 2 3 3 3 5 4

Domestic Leased Line - NLD

4 4

Web Hosting 5 2 1 4 4

V-SAT 4 5

DSL 3 4 2

Number depicts the rank of the technologies in terms future adoption Source: Voice&Data-CMR

Image of Indian Telecom Service Providers

OverallReliance

CommunicationsBharti Airtel

Tata Teleservices

BSNL MTNL TulipTata

CommunicationsOthers

One of the best companies in telecom services 86.80 85.75 88.51 86.77 83.70 82.78 85.63 89.64 89.43

Company that takes care of its customers’ requirement 85.64 82.50 88.12 86.77 83.46 81.67 86.25 87.86 87.14

Easy to interact with 83.55 82.50 81.58 86.77 80.00 83.33 83.13 88.57 85.14

Functions transparently 82.63 81.50 83.37 83.87 78.27 81.11 81.25 88.57 83.43

Process oriented company 83.01 82.50 83.37 81.94 78.77 83.89 83.13 88.93 83.71

Company that one can trust 86.29 85.00 86.53 85.16 84.20 85.56 85.63 87.50 90.57

Company with adequate infrastructure & modern equipment and technology to execute

85.98 85.50 84.95 86.77 83.21 88.33 83.13 90.00 87.43

Company having skilled competent resources to handle client requirements

84.36 83.00 83.37 85.16 83.21 84.44 81.25 89.64 85.14

Works cohesively as one team with Primary service provider 83.36 81.75 82.18 83.55 80.74 83.89 83.13 88.21 85.71

Overall rating 84.62 83.33 84.66 85.20 81.73 83.89 83.61 88.77 86.41


CYBERMEDIA

PROPERTY

Top Five Telecom Services to be Adopted in Future



Energy, Oil & Gas

Financial Services

FMCG HealthcareHeavy

Engg. & Mining

Hospitality IT/ITeS Retail


1 1 1 2 4 1 1 1 1 1 5

Wireless LAN 2 4 1 5 5 3 3 3 2 3

Mobile e-mail/ applications

3 5 1 2 2 4 5 2

Domestic leased line - Local

4 3 5 4 1 2 1

VPN - IP 5 5 1 5 5 2 3

VPN - MPLS 5 2 3 3 3 5 4

Domestic Leased Line - NLD

4 4

Web Hosting 5 2 1 4 4

V-SAT 4 5

DSL 3 4 2

Number depicts the rank of the technologies in terms future adoption Source: Voice&Data-CMR

Image of Indian Telecom Service Providers

OverallReliance

CommunicationsBharti Airtel

Tata Teleservices

BSNL MTNL TulipTata

CommunicationsOthers

One of the best companies in telecom services 86.80 85.75 88.51 86.77 83.70 82.78 85.63 89.64 89.43

Company that takes care of its customers’ requirement 85.64 82.50 88.12 86.77 83.46 81.67 86.25 87.86 87.14

Easy to interact with 83.55 82.50 81.58 86.77 80.00 83.33 83.13 88.57 85.14

Functions transparently 82.63 81.50 83.37 83.87 78.27 81.11 81.25 88.57 83.43

Process oriented company 83.01 82.50 83.37 81.94 78.77 83.89 83.13 88.93 83.71

Company that one can trust 86.29 85.00 86.53 85.16 84.20 85.56 85.63 87.50 90.57

Company with adequate infrastructure & modern equipment and technology to execute

85.98 85.50 84.95 86.77 83.21 88.33 83.13 90.00 87.43

Company having skilled competent resources to handle client requirements

84.36 83.00 83.37 85.16 83.21 84.44 81.25 89.64 85.14

Works cohesively as one team with Primary service provider 83.36 81.75 82.18 83.55 80.74 83.89 83.13 88.21 85.71

Overall rating 84.62 83.33 84.66 85.20 81.73 83.89 83.61 88.77 86.41

Top 5 telecom services to be adopted by companies in future are: audio/video conferencing, WLAN, mobile e-mail/applications, DLD-local, VPN-IP and VPN-MPLS

In terms of overall image, Tata Communications leads the table in all parameters except one ie taking care of its customer requirement


CYBERMEDIA

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Documents

V&D-CMR Enterprise Satisfaction Survey 2013