West Bengal Survey Report (Quarter 2) on · 2017-12-16 · West Bengal Survey Report (Quarter 2) Marketing & Development Research Associates (MDRA) 1 31st January, 2012 1. Executive

West Bengal Survey Report (Quarter 2) on

Assessment of

(i) Implementation and Effectiveness of Telecom Consumers Protection and

Redressal of Grievances Regulations, 2007 and

(ii) Customer Perception of Service through Survey”

Submitted to:

TELECOM REGULATORY AUTHORITY OF INDIA

New Delhi

Submitted on:

31st January 2012

Submitted by:

Marketing & Development Research Associates

34-B, Community Centre, Saket, New Delhi-110 017

Phone: +91-11-26522244, 26522255; Fax: +91-11-26968282

Email: [email protected], Web: mdraonline.com

mailto:[email protected]

CONTENTS

S. No. Chapters Page No. Preface 1

Executive summary

1-7

2

Introduction

Background

8-9

3

Objective and methodology

Survey objectives

Survey methodology

Target/user segment

Sample design

Sample coverage and size

Service providers covered

Mode of interview and sample size covered

Customer profile by payment mode used

Methodology for calculating percentage of customer satisfied

Questionnaires development process

Methodology for calculating percentage of customer satisfied

Explanation of benchmarks

Definition of key terms used

10-23

4

Demographic Profile

24-32

5

Compliance report on the customer perception of service

Basic telephone service

Cellular mobile telephone service

Broadband service

33-38

6

Detailed report



Broadband service

39-81

7

Critical analysis



Broadband service

82-85

8

Recommendations (Quality of service)



Broadband service

86-88

9

Annexure (detailed tables)



Broadband service

89-255

10

Customer satisfaction survey questionnaires



Broadband service

256-273

Preface

Telecom Regulatory Authority of India (TRAI), the regulatory watch dog for the Quality of

Service (QoS) for the telecom services – Basic Telephone (Wire-line), Cellular Mobile

Telephone and Broadband has commissioned this survey.

The objective of the survey was to gauge the Quality of Services on the various parameters laid

down by TRAI and to assess the compliance of ‘Telecom Consumer Protection and Redressal

of Grievances Regulations, 2007’.

For this survey, the circles in East zone like, Kolkata, West Bengal (Including Andaman &

Nicobar and Sikkim but excluding Kolkata), Bihar (including Jharkhand), Orissa, Assam and

North East which includes Arunachal Pradesh, Meghalaya, Mizoram, Nagaland, Manipur and

Tripura were to be covered. These circles have to be surveyed twice in a year.

During the survey subscribers of Basic Telephone (Wire-line), Cellular Mobile Telephone and

Broadband Service were surveyed in urban and rural areas. For each service a structured

questionnaire was used to record the feedback of the subscribers. The feedback of the

subscribers was captured through face-to-face and telephonic/ email survey.

This report presents the findings of the survey conducted in West Bengal between 1st October,

2011 and 31st December, 2011.

West Bengal Survey Report (Quarter 2)

Marketing & Development Research Associates (MDRA) 1

31st

January, 2012

1. Executive summary

In the Third quarter (1st October to 31st December) of 2011, the customer satisfaction survey in

West Bengal circle was carried out.

Only one service provider in the basic wire-line (BSNL) is present in this circle. Survey was

conducted across 9 cities of West Bengal circle and 1211 customers were covered. All these

customers were postpaid customers.

A total of 10 cellular mobile service providers were covered in the survey which were present in

the West Bengal. Across the 6 cities of West Bengal circle, 6819 customers were covered, out

of which 6751 were prepaid customers and 68 were post paid customers.

During the survey, only one Broadband service provider (BSNL) was covered, which was

present in the West Bengal circle. Across the 9 cities of West Bengal circle, 1224 customers

were covered; all of them were postpaid customers.

The following feedback was obtained from the sample of customers:

1. Satisfaction on the Quality of Service parameters as lay 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

2. Awareness of the grievance redressal mechanism set up by service providers, based on

the regulations laid down by TRAI.



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1.1 KEY FINDINGS OF THE SURVEY

Performance of the service providers on QoS parameters is outlined below.

1.1A BASIC TELEPHONE SERVICE:

1.1A.1 Satisfaction with Overall Service Quality

On an overall basis, BSNL was able to meet the benchmark, however in the rural areas it

failed to meet the benchmark.

1.1A.2 Satisfaction with Provision of Service

On an overall basis, BSNL failed to meet the benchmark for this parameter.

1.1A.3 Satisfaction with Billing Performance-postpaid

On an overall basis, BSNL was not able to meet the benchmark in urban as well as rural

areas.

Performance in the rural areas was very low.

1.1A.4 Satisfaction with Help Services including Customer Grievance Redressal


areas.

1.1A.5 Satisfaction with Network Performance, Reliability & Availability

On an overall basis, BSNL did not meet the benchmark for network performance, reliability

and availability.

1.1A.6 Satisfaction with Maintainability


areas

Performance in the rural areas was very low.

1.1A.7 Satisfaction with Supplementary and Value Added Services

On an overall basis, BSNL was not able to meet the benchmark for this parameter.



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Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of

Grievances Regulations, 2007 among Basic Telephone Service Customers:

1.1A.8 Call Centre Number

On an overall basis, 86.5% of the customers were aware of the call centre number of

their service provider for making complaints/query.

On an overall basis, 37.8% of the customers who had complained said that they had

received a docket number for their complaints.

On an overall basis, 53% of all customers who had complained said that they did not

receive docket number for their complaints.

On an overall basis, 7.0% of all customers who had complained said that they received

the docket number for their complaints on request.

On an overall basis, 2.2% of all customers who had complained said that they did not

receive the docket number for their complaints even on request.

On an overall basis, 29.7% of the respondents said that call centre did inform them about

the action taken on their complaints.

On an overall basis, 18.9% of the customers said that their complaint was satisfactorily

solved by the call centre within 4 weeks after lodging the complaints.

1.1A.9 Nodal Officer

On an overall basis, only 0.4% of the respondents were aware of the contact details of the

Nodal officer.

On an overall basis, none of the respondents, who were aware about the Nodal Officer,

made any complaints to the Nodal officer.

1.1A.10 Appellate Authority

On an overall basis, none of the respondents were aware about the contact details of the

Appellate Authority.

1.1A.11 Other Service Benchmark

On an overall basis, 56.7% of the basic telephone service customers said that they

got the Manual of Practice containing the terms and conditions of service, toll free

number of call centre and contact detail of Nodal Officer & Appellate Authority for

complaint redressal etc., while subscribing to the new basic telephone connection.



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1.1B CELLULAR MOBILE SERVICE:

1.1B.1 Satisfaction with Overall Service Quality

On an overall basis, only Airtel, MTS, Rel Com and TTSL met the benchmark laid down by

TRAI.

1.1B.2 Satisfaction with Provision of Service

On an overall basis, all service providers met the benchmark laid down by TRAI.

1.1B.3 Satisfaction with Billing Performance - Postpaid

On an overall basis, only Idea and TTSL met the benchmark laid down by TRAI.

BSNL met the benchmark in urban areas only.

1.1B.4 Satisfaction with Billing Performance -Prepaid

On an overall basis, only Idea, Rel Com, TTSL and Vodafone met the benchmark laid

down by TRAI.

1.1B.5 Experience with Help Service including Customer Grievance Redressal

On an overall basis, none of the service providers met the benchmark laid down by TRAI.

1.1B.6 Satisfaction with Network Performance, Reliability & Availability


1.1B.7 Satisfaction with Maintainability

On an overall basis, none of the service providers met the benchmark laid down by TRAI;

however Rel Com and TTSL met the benchmark in urban areas.

1.1B.8 Satisfaction with Supplementary and Value Added Services

On an overall basis, none of the service provider met the benchmark laid down by TRAI.



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Grievances Regulations, 2007 among Cellular Service Customers:

1.1B.9 Awareness about the toll free number of Call Centre

On an overall basis, 62.4% of all cellular mobile customers were aware about the

call centre number of their service provider to make complaint/ query.

On an overall basis, 22.2% of all cellular mobile customers said that they had complained

in the last 6 months to the toll free call centre/ customer care/ help-line telephone number.

On an overall basis, 56.4% of all the cellular mobile customers belonging to different

service providers said that they had received a docket number for their complaints.

On an overall basis, 32.4% of all the cellular mobile customers who had complained

said that they did not receive docket number for their complaints.

On an overall basis, 7.7% of all the cellular mobile customers who had complained said

that they received docket numbers for their complaints on request.

On an overall basis, 3% of all the cellular mobile customers who had complained said that

they did not receive docket numbers for their complaints even on request.

On an overall basis, 60.7% all the cellular mobile customers who had complained said

that they were informed about the action taken on their complaint by the call centre.

On an overall basis, 57.5% of the cellular mobile customers who had made billing

complaints said that they were satisfied with the resolution of their billing complaint by

call centre/customer care within four weeks after they lodged their complaint.

1.1B.10 Nodal Officer

On an overall basis, 1.2% of the cellular mobile customers were aware of the contact

details of the Nodal Officer.

On an overall basis, only 3 customers contacted Nodal Officer for making complaints.

Only 1 of them said that Nodal Officer intimated him about the decision taken on the

complaint.

Only 1 of them was satisfied with the decision taken by the Nodal Officer.

1.1B.11 Appellate Authority

Out of 6819 customers only 35 were aware of the contact details of the Appellate Authority.

Only 1 of them filed an appeal to the Appellate Authority.

1.1B.12 Other Service Benchmark

On an overall basis only 48.1% of the customers claimed to have got the Manual of

Practice.



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1.1C BROADBAND SERVICE:

1.1C.1 Satisfaction with Overall Service Quality

On an overall basis, BSNL was not able to meet the benchmark laid down by TRAI.

1.1C.2 Satisfaction with Provision of Service

On an overall basis, BSNL met the benchmark laid down by TRAI; however BSNL failed to

meet the benchmark in the rural areas.

1.1C.3 Satisfaction with Billing Performance -Postpaid

On an overall basis, BSNL met the benchmark laid down by TRAI.

1.1C.4 Experience with Help Services including Customer Grievance Redressal


1.1C.5 Satisfaction with Network Performance, Reliability & Availability

On an overall basis, BSNL was not able to meet the benchmark laid down by TRAI;

however performance in rural areas was somewhat better than in urban areas.

1.1C.6 Satisfaction with Maintainability:

On an overall basis, BSNL failed to meet the benchmark laid down by TRAI; however it met

the benchmark in the rural areas.

1.1C.7 Satisfaction with Supplementary and Value Added Services

On an overall basis, BSNL was able to meet the benchmark laid down by TRAI.

All the rural customers were satisfied with the supplementary and value added services.


Grievances Regulations, 2007 among Broadband Service Customers

1.1C.8 Awareness about the toll free number of Call Centre

On an overall basis, 94.9% of broadband customers said that they were aware about the


1.1C.9 Experience with Call Centre/ Customer Care/ Helpline

On an overall basis, 37% of all broadband customers said that they had complained in

the last 6 months to the toll free call centre/ customer care/ help-line telephone number.

On an overall basis, 52.5% of all broadband customers who had complained claimed that

they received a docket number for their complaints.



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On an overall basis, 44.8% of all broadband customers who had complained said

that they did not receive docket numbers for their complaints.

On an overall basis, 0.7% of all broadband customers who had complained said

that they received docket numbers on request.

On an overall basis, 1.1% of all broadband customers who had complained said that

they did not receive docket numbers even on request.

On an overall basis, 0.9% of all broadband customers who had complained said that

their complaint was refused to be registered.

On an overall basis, 8.6% the broadband customers who had complained said that they

were informed about the action taken on their complaints by the call centre.

On an overall basis, 59.4% of the broadband customers who had lodged complaints

said that they were satisfied with the system of resolving of their complaints by call

centre/ customer care/ helpline.

On an overall basis, only 5.1% of the customers who had made billing complaints said

that they were satisfied with the resolution of their billing complaints by call

centre/customer care within four weeks after they lodged their complaints.

1.1C.10 Experience with Nodal Officer

On an overall basis, only 2.9% of the broadband customers said that they were aware of

the contact details of the Nodal Officer.

On an overall basis, 31.4% of those customers who were aware of the Nodal Officer

had complained to the nodal officer regarding their complaints not being resolved or

unsatisfactorily resolved by the call center/customer care.

On an overall basis, 72.7% of the customers who complained to Nodal Officer were

intimated by the Nodal Officer about the decision taken on their complaints.

On an overall basis, 81.8% of the customers were satisfied with the redressal of the

complaint by the Nodal Officer.

Time taken by the Nodal Officer for the redressal of complaints was the main reason for

the dissatisfaction of customers.

1.1C.11 Experience with Appellate Authority


the contact details of the Appellate Authority.

None of broadband customers filed any appeal to the Appellate Authority.

1.1C.12 Other Service Benchmarks

On an overall basis, only 58.1% of the customers claimed to have got the Manual of

Practice.



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2. Introduction

2.1 Background

The Telecom Regulatory Authority of India (TRAI) was established under the Telecom

Regulatory Authority of India Act, 1997 as a statutory body. TRAI is responsible for regulating

telecommunications services and matters connected therewith. Its mission is to nurture the

conditions for growth of telecom, broadcasting and cable services in a manner and at a pace

that enables India to play a leading role in emerging global information society.

In this regard, TRAI has passed regulations on Quality of Service (QoS) of Basic & Cellular

Mobile Telephone (revised on 20th March, 2009), Quality of Service of Broadband Service

(2006) and on the Telecom Consumers & Redressal of Grievances (2007). These regulations

are applicable to all service providers of basic wire-line, cellular mobile and broadband service,

so that the service providers provide better services to their subscribers

The salient features of these regulations are listed below:

I. Each Telecom Operators would be required:

1. To set up 24x7 Toll Free Call Centre

2. To appoint one or more Nodal Officer in each licensed service area

3. 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 be widely publicised in national and local newspaper, sales outlets, web-

site and back side of their Invoice/ Bills being sent to consumers.

III. Each operator will be required to publish abridged version of “Manual of Practices”

for their subscribers 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 in TRAI regulations for redressal of the complaints

To determine the effectiveness of implementation of the QoS regulations, TRAI has initiated

the following survey:

(i) Assessment of Implementation and Effectiveness of Telecom Consumers Protection and

Redressal of Grievances Regulations, 2007

(ii) Customer Perception of Service through Survey



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For this survey, subscribers of Basic Telephone (Wire-line), Cellular Mobile Telephone and

Broadband Service were surveyed in urban and rural areas. For each service a structured

questionnaire was used to record the feedback of the subscribers. The feedback of the

subscribers was captured through face-to-face and telephonic/ email survey.

The survey was divided into four zones covering the following Telecom Circle/ Metro

Service Areas:

North Zone: Delhi, Jammu & Kashmir, Himachal Pradesh, Punjab, Haryana, Rajasthan, Uttar

Pradesh - East and Uttar Pradesh - West (including Uttarakhand). For cellular mobile telephone

service the service areas of Delhi includes Ghaziabad, Faridabad, Noida and Gurgaon.

South Zone: Chennai, Andhra Pradesh, Karnataka, Tamil Nadu (excluding Chennai) and Kerala.

West Zone: Mumbai, Maharashtra (including Goa but excluding Mumbai), Gujarat and Madhya

Pradesh (Including Chhattisgarh).

East Zone: Kolkata, West Bengal (Including Andaman & Nicobar and Sikkim but

excluding Kolkata), Bihar (including Jharkhand), Orissa, Assam and North East which includes

Arunachal Pradesh, Meghalaya, Mizoram, Nagaland, Manipur and Tripura.

With regard to the aforementioned survey, Marketing and Development Research Associates

has been commissioned by Telecom Regulatory Authority of India (TRAI) to conduct survey in

the East zone.



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3. Objectives and Survey Methodology

3.1 Survey Objectives

This survey has the following objectives:

(1) Implementation and Effectiveness of the Telecom Consumers Protection and

Redressal of Grievances Regulations, 2007 dated 4th May, 2007

TRAI through its Telecom Consumers Protection and Redressal of Grievances

Regulations, 2007 dated 4th May 2007, has specified a three-stage redressal

mechanism viz. Call Centre, Nodal Officer and Appellate Authority. The regulation

also insists for publications of a Manual of Practice for handling consumer

grievances by the service providers for the purpose of educating consumers and

prevention of their grievances. Through this survey among consumer of basic

telephone (wire-line), cellular mobile telephone and broadband service, TRAI intends

to assess Implementation and Effectiveness of the regulations.

(2) Customer Perception of Service

The Regulations on standards of quality of service of basic telephone service (wire-

line) and cellular mobile telephone service regulations, 2009 (7 of 2009) dated the

20th March 2009 and Quality of Service of Broadband Service Regulations, 2006 (11

of 2006) dated the 6th Oct. 2006 provide for benchmarks for the parameters on

customer perception of service to be achieved by service providers. Through this

survey TRAI wants to know the customer’s perception on the various quality of

service parameters laid down by them.

The parameters and benchmarks relating to customer perception of service for basic telephone

(wire-line), cellular mobile telephone and broadband service are given below:

(a) Basic Telephone (wire-line) Service and Cellular Mobile Telephone Service:

S. No. Name of Parameter Benchmark

(a) Customers satisfied with the provision of service > 90 %

(b) Customers satisfied with the billing performance > 95 %

(c) Customers satisfied with network performance, reliability and availability > 95 %

(d) Customers satisfied with maintainability > 95 %

(e) Customers satisfied with supplementary and value added services > 90 %

(f) Customers satisfied with help services including customer grievance redressal

> 90 %

(g) Customers satisfied with overall service quality > 90 %



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(b) Broadband Services:

S. No. Customer perception of service Benchmark

(i) % satisfied with the provision of service > 90 %

(ii) % satisfied with the billing performance > 90 %

(iii) % satisfied with help services > 90 %

(iv) % satisfied with network performance, reliability and availability > 85 %

(v) % satisfied with maintainability > 85 %

(vi) % satisfied Overall customer satisfaction > 85 %

(vii) % satisfied with Customer satisfaction with offered supplementary services

such as allocation of static / fixed IP addresses, email Ids etc. > 85 %

The parameters of customer perception of service have taken into account the following sub-

parameters:

1. Basic Telephone Service

Provision of Service

Time taken to provide customer with working telephone connection

Ease of understanding of all relevant information related to tariff plans & charges

Billing performance (Postpaid)

Timely delivery of bills

Accuracy and completeness of the bills

Process of resolution of billing complaints

Clarity of the bills in terms of transparency & understandability

Billing Performance (Prepaid)

Charges deducted for every call i.e. amount deducted on every usage

Resolution of billing complaints

Ease of recharging process and transparency of recharge offer

Help Services

Ease of access of call centre/customer care or helpline

Ease of getting an option for talking to a customer care executive

Response time taken to answer your call by a customer care executive

Problem solving ability of the customer care executive(s)

Time taken by call centre/customer care /helpline to resolve customer complaint



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Network Performance, Reliability and Availability Availability of working telephone (dial tone)

Ability to make or receive calls easily

Voice quality

Maintainability Fault repair service

Supplementary and Value Added Services

Quality of the supplementary services/ value added service provided

Overall Service Quality

Overall service quality of telephone service

2. Cellular Mobile Service

Provision of Service Process and time taken to activate the mobile connection, after you applied and

completed all formalities

Ease of understanding or with provision of all relevant information related to tariff

plans & charges

Billing Performance (Prepaid) Accuracy of charges for the services used such as call, SMS, GPRS etc.

Resolution of billing complaints

Ease of recharging process and the transparency of recharge offer

Billing performance (Postpaid) Timely delivery of bills




Help Services Ease of access of call centre/customer care or helpline







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Network Performance, Reliability and Availability

Availability of signal in customer locality

Ability to make or receive calls easily

Call drop during conversation

Voice quality

Maintainability Availability of signal

Restoration of network (signal) problems

Supplementary and Value Added Services Quality of the supplementary services / value added service provided

Process of activating value added services or the process of unsubscribing

Resolution of your complaint for deactivation of VAS & refund of charges levied

Overall Service Quality Overall quality of your mobile service

3. Broadband Service

Provision of Service Time taken to provide customer with broadband connection after registration and

payment of initial deposit by customer

Billing performance (Postpaid) Timely delivery of bills




Billing Performance (Prepaid) Accuracy of bills i.e. amount deducted on every usage


Help Services Ease of access of call centre/customer care or helpline




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Network Performance, Reliability and Availability

Speed of broadband connection

Amount of time for which service is up and working

Maintainability

Time taken for restoration of broadband connection

Supplementary Services

Process of activating value added services or the process of unsubscribing

Resolution of your complaint for deactivation of VAS & refund of charges levied

Overall Customer Satisfaction

Overall quality of broadband service

3.2 Survey Methodology

The survey was carried out among consumers of basic telephone (wire-line), cellular

mobile telephone and broadband service.

Following was the survey methodology:

In case of basic telephone (wire-line) and cellular mobile telephone, 50% of the

sample was covered through face-to-face personal interviews and the rest through

telephonic interviews. However, for broadband service at least 50% of the sample

was covered by face-to-face personal interviews, while up to 50% was covered

through e-mail/ telephonic interviews or by developing web based application.

In case of face-to-face personal interviews, both urban and rural areas were covered

A set of residential and commercial areas were pre-identified before the start of the

survey.

The respondents were selected randomly for face-to-face personal and telephonic

interviews.

It was ensured that the sample size was geographically spread, covering

respondents of different age groups, income levels, genders, religions, areas, users,

etc.



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The identity of respondents was recorded in the questionnaires and the signatures of

the customers who were surveyed through face-to-face personal interviews were

taken on the survey questionnaires.

Structured questionnaires were used to record the feedback of the respondents.

These questionnaires were prepared in consultation with TRAI.

The questionnaires were filled up using blue ballpoint pen only.

In case of the basic telephone and broadband survey in commercial segment, the

head/manager of the IT/MIS Department or the administration or accounts executive/

manager or whoever takes care of basic telephone or broadband service related

issues were interviewed. In case of unavailability of such person, the CEO/ MD/

owner of the firm were interviewed.

Only those respondents, who were of 18 years or above, were interviewed.

Actual users of basic telephone (wire-line) service or cellular mobile telephone

service or broadband service were interviewed.

During survey both prepaid and postpaid customers were covered. The sample size

was spread as per the approximate overall actual ratio of the prepaid and post-paid

subscribers.

Users of both GSM technology as well as CDMA technology were covered in the

survey.

Database of subscribers was obtained from the service providers for telephonic

survey.

3.3 Target Users/ Segment

Following segments were covered in the survey:

1. Residential users

Individual Residential Home

Apartments/ Society

2. Commercial users

Corporate Clients

IT/ Software Companies

Call Centers

BPO/ KPO

SME (Small and medium Enterprises)

Government offices

Industrial Units

Healthcare Facility Centers



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Multiplexes/ Malls

Hotels/ Restaurants

PCO ’s

Cyber Cafés

Shopkeepers/ Vendors

Universities & Schools

Institutes- Medical Colleges/ Engineering Colleges/ Computer

NGO’s

Small scale Shop-owners

Private Practitioners -Doctors/ Architects

Etc.

3.4 Sample Design

3.4.1 Basic Telephone (wire-line) Service:

The sample size was evenly spread over 5% (five per cent) of the exchanges of each

Basic Service Operators (BSOs) in the circle. The above stated 5% (five per cent)

exchanges were spread over 10% (ten per cent) of the Short Distance Charging

Areas (SDCA’s). The selection of SDCAs and exchanges was done in consultation

with the TRAI officials. The sample size was evenly spread through the selected

exchanges.

3.4.2 Cellular Mobile Telephone Service:

The sample for cellular mobile telephone service subscribers was evenly spread over

in 10% (ten per cent) of the district headquarters of a service area where the

services are commissioned. The 10% of the districts for survey were selected in

consultation with the TRAI officials. The sample size was evenly spread through the

selected district headquarters

3.4.3 Broadband Service:

The sample for broadband service subscribers was evenly spread over in the areas

served by 10% (ten per cent) of the Points of Presence (POPs) of each service

provider in each service area. The selection of BSNL’s SDCAs & exchanges and

POPs (private operators) were done in consultation with the TRAI officials.



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3.5 Sample Coverage and Size 3.5.1 Basic Telephone (Wire-line) Service:

BSNL: In West Bengal circle, there are 1302 exchanges and 74 SDCAs. For the

survey 66 exchanges and 9 SDCAs were covered. During the survey 44 urban

exchanges and 22 rural exchanges were covered

Note : We did not cover Reliance and TTSL as they did not have retail subscriber

base in this circle. Airtel is not present in this circle.

Service provider State SDCAs covered Sample Size Proposed

BSNL West Bengal

Berhampore

1200

Gangtok

Kharagpur

Malda

Siliguri

Champadanga

Coochbehar

Durgapur

Andaman

3.5.2 Cellular Mobile Telephone Service (including FWP):

In West Bengal circle, there are 26 district headquarters spread across West Bengal,

Sikkim and Andaman & Nicobar. 6 district headquarters were selected on the basis of

their geographical spread. Rural areas falling within 20 Kms radius of the district

headquarters were covered.

The sample for cellular mobile telephone service subscribers was evenly spread

across 6 selected district headquarters, where the services were commissioned.

During the survey, 10 service providers were covered in the circle.

Geographical coverage Cities covered

West Bengal

Darjeeling

Siliguri

Barddaman

Durgapur

Gangtok

Port Blair

Service providers Sample size Proposed

Aircel 600

Airtel 600

BSNL 1200

Idea 600

MTS 600

Reliance Communication 600

Reliance Telecom 600

TTSL 600

Uninor 600

Vodafone 600

Total 6600



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3.5.3 Broadband Service:

BSNL: In West Bengal circle, there are 1302 exchanges and 74 SDCAs. For the

survey 131 exchanges and 9 SDCAs were covered. During the survey 56 urban

exchanges and 75 rural exchanges were covered.

Service provider Circle SDCAs covered Sample size Proposed

BSNL West Bengal

Berhampore

1200

Gangtok

Kharagpur

Malda

Siliguri

Champadanga

Coochbehar

Durgapur

Andaman

3.6 Service Providers Covered

During the period (1st October to 31st December) of 2011, we conducted the survey in

West Bengal circle. The following service providers have been covered:

3.6.1 Basic Telephone (Wire-line) Service

1. Bharat Sanchar Nigam Limited (Referred as BSNL in the report)

Note: We did not cover Airtel, Reliance and Tata as either they did not have service in this

circle or have very low subscriber base.

3.6.2 Cellular (including FWP) Service

1. Aircel Limited (Referred as Aircel in the report)

2. Bharti Airtel Limited (Referred as Airtel in the report)


4. Idea Cellular Limited (Referred as Idea in the report)

5. Systema Shyam TeleServices Limited (Referred as MTS in the report)

6. Reliance communication (Referred as Rel Com in the report)

7. Reliance Telecom Limited (Referred as Rel Tel in the report)

8. Tata Teleservices Limited (Referred as TTSL in the report)

9. Uninor (Referred as Uninor in the report)

10. Vodafone Essar Mobile Services Limited ((Referred as Vodafone in the report)

3.6.3 Broadband Service




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3.7 Mode of Interview & Sample Size Covered

3.7.1 Basic Telephone Service (Wire-line)

For customer satisfaction survey of Basic Telephone Service subscribers, 58% of the

sample was covered with the help of face-to-face interviews while the balance

interviews were done on telephone. For rural subscribers, only face-to-face interviews

were done.

Service providers Face to face Telephonic Sample size Achieved

BSNL (West Bengal) 702 509 1211

Overall 702 509 1211

3.7.2 Cellular Mobile Service

For customer satisfaction survey of Cellular Mobile Telephone Service subscribers,

64% of the sample was covered with the help of face-to-face interviews while the

balance interviews were done on telephone.

Service providers Face to face Telephonic Overall sample

covered

Aircel 354 246 600

Airtel 411 243 654

BSNL 821 388 1209

Idea 401 222 623

MTS 377 230 607

Reliance communication 384 301 685

Reliance telecom 411 212 623

TTSL 383 217 600

Uninor 396 210 606

Vodafone 434 178 612

Overall 4372 2447 6819


For customer satisfaction survey of Broadband Service customer, 66% of the sample

was covered through face-to-face interviews and up to 34% through a web-

based/Telephonic survey. For 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.

Service providers Face to face Telephonic Sample size Achieved

BSNL 805 419 1224

Overall 805 419 1224



31st

January, 2012

3.8 Customer Profile by Payment Mode Used

3.8.1 Basic Telephone Service (Wire-line)

BSNL was covered in this circle. Across 9 SDCAs of the West Bengal circle, 1211

basic telephone service (Wire-line) postpaid subscribers were covered.

Service providers Prepaid Postpaid Sample size achieved

BSNL (West Bengal) 0 1211 1211

Overall 0 1211 1211

3.8.2 Cellular Mobile Service

A total of 10 cellular mobile telephone service providers present in the circle as of

date have been covered. Across 6 cities of the West Bengal circle, 6819 cellular

mobile service subscribers were covered. Of this sample, 6751 were prepaid

subscribers and 68 were postpaid subscribers.

Service providers Prepaid Postpaid Sample size Achieved

Aircel 600 0 600

Airtel 654 0 654

BSNL 1197 12 1209

Idea 575 48 623

MTS 607 0 607

Reliance communication 685 0 685

Reliance Telecom 623 0 623

TTSL 592 8 600

Uninor 606 0 606

Vodafone 612 0 612

Overall 6751 68 6819


Only one broadband service provider present in the circle as of date was

covered. Across various exchanges /Points of Presence of the West Bengal

circle, 1224 broadband service subscribers were covered. All the respondents

were postpaid subscribers.

Service providers Prepaid Postpaid Sample size Achieved

BSNL 0 1224 1224

Overall 0 1224 1224



31st

January, 2012

3.9 Methodology for Calculating Percentage of Customer Satisfied

To measure the percentage of consumers satisfied on various QoS parameters a

simple addition method were applied by taking in to account the sum of consumer who

were either “Very satisfied” or “Satisfied” on particular parameter. Therefore, the

proportion of sum total of “Very Satisfied” and “Satisfied” consumers were taken out

from the total number of valid responses on the all questions of each of the broad

parameter.

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

CS = (A / N) *100

Where:

CS = % of satisfied consumers

A = (sum total of no. of subscribers who were “very satisfied” on each of the broad

parameter + sum total of no. of subscribers who were “satisfied” on each of the broad

parameter

N = Total sample size achieved

This implies that if all the subscribers are either “Very Satisfied” or “Satisfied” the operator

can get a rating of 100%. On the other hand, if all the subscribers are “Dissatisfied” or

“Very Dissatisfied”, the operator gets a score of 0%.

3.10 Questionnaires Development Process

Three types of questionnaires were developed for the customer satisfaction

survey in consultation with TRAI. These questionnaires included questions on

parameters of Customer Perception of Service and on Implementation and

Effectiveness of Telecom Consumer Protection and Redressal of Grievances

Regulations, 2007.

The questionnaires developed were for:

Basic Telephone Service (Wire-line)

Cellular Mobile Telephone Service

Broadband Service

3.11 Definition of Key Terms Used

Appellate Authority: It means one or more persons appointed as appellate

authority under regulation 10, by a service provider, falling in the clause (a) or clause

(b) of sub-regulation (3) of regulation.



31st

January, 2012

Basic Telephone Service (Wire-line): It covers collection, carriage, transmission

and delivery of voice or non-voice messages over licensee’s Public Switched

Telephone Network in the licensed service area and includes provision of all

types of services except those requiring a separate license.

Broadband Service: It means data connection

(1) Which is always on and is able to support interactive services including Internet

access.

(2) which has the capability of the minimum download speed of 256 kilo bits per

second (kbps) or such minimum download speed, as may be specified by the

licensor, from time to time, to an individual subscriber from the point of

presence of the service provider intending to provide Broadband service

where a multiple of such individual Broadband connections are aggregated and

the subscriber is able to access these interactive services including the internet

through the said point of presence.

(3) In which the interactive services shall exclude and services for which a

separate license is specifically required (such as real-time voice transmission)

except to the extent permitted, or, as may be permitted, under internet service

provider’s license with internet telephony.

(4) Which shall include such service or download speed or features, as may be

specified from time to time, by the licensor.

Call Centre: means a department or a section or a facility established under regulation 3

by the service provider, falling in clause (a) or clause (b) of the sub-regulation 3 of

regulation 1 for redressal of grievances of its consumer by telephone or electronic means

or by any other means.

Cellular Mobile Telephone Service: Means

(1) Telecommunication service provided by mean of a telecommunication

system for the conveyance of the message through the agency of wireless

telegraphy where every message that is conveyed thereby has been, or is to

be, conveyed by means of a telecommunication systems which is designed or

adapted to be capable of being used while in motion.

(2) Refers to transmission of voice or non-voice message over Licensee’s

Network in the real time but service does not cover broadcasting of any

messages, voice or non-voice, however, Cell Broadcast is permitted only to the

subscribers of the service.



31st

January, 2012

(3) In respect of which the subscriber (all types, pre-paid as well as post-paid)

has to be registered and authenticated at the network point of registration and

approved numbering plan shall be applicable.

Consumer: means a consumer of a service provider falling in clause (a) or clause (b)

of sub- regulation (3) of regulation 1 and includes its customer and subscriber.

Manual: means the Manual of Practice for handling consumer complaints

referred to in regulation 20.

Nodal Officer: means the officer appointed or designated under regulation 6 by a

service provider falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1.



31st

January, 2012

4. Demographic Profile

4.1 Basic Telephone Service (Wire-line)

4.1.1 Gender Profile

Total

Urban

Rural

On an overall basis 85% of the respondents were male.

85%

15%

Male Female

85%

14%

Male Female

84%

16%

Male Female

Base=1211

Base=1058

Base=153



31st

January, 2012

4.1.2 Age Profile – Basic Wire-line

Total

Urban

Rural

On an overall basis 69% of the respondents were in the age group 35 and above.

5%

26%

35%

34%

Less than 25 yrs 25-34 yrs 35-44 yrs Above 45 yrs

5% 26%

33%

36%


3%

28%

43%

26%


Base=1211

Base=1058

Base=153



31st

January, 2012

4.1.3 Occupation Profile

Total

Urban

Rural

On an overall basis 79% of the respondents were either in service or self employed/

businessmen.

37%

42%

3% 13%

5%

Service Business/Self-employed

Student Housewife

Retired

38%

39%

3% 14%

6%


Student Housewife

Retired

23%

62%

4% 8% 3%


Student Housewife

Retired

Total=153

Total=1058

Base=1211



31st

January, 2012

4.2 Cellular Mobile Service


Total

Urban

Rural

On an overall basis 86% of the respondents were male.

86%

14%

Male

Female

85%

15%

Male

Female

87%

13%

Male

Female

Total=6819

Total=5175

Total=1644



31st

January, 2012

4.2.2 Age Profile

Total

Urban

Rural

On an overall basis 65% of the respondents were below 35 years.

29%

36%

20%

15% Less than 25 Yrs

25-34 yrs

35-44 yrs

More than 45 yrs

28%

35%

20%


25-34 yrs

35-44 yrs

More than 45 yrs

32%

38%

19%


25-34 yrs

35-44 yrs

More than 45 yrs

Total=6819

Total=5175

Total=1644



31st

January, 2012


Total

Urban

Rural

On an overall basis 77% of the respondents were in service or self employed/

businessmen.

27%

50%

14% 8%

1% Service

Business/Selfemployed

Student

Housewife

Retired

29%

48%

13% 9%

1% Service


Student

Housewife

Retired

19%

56%

17% 7%

1% Service


Student

Housewife

Retired

Total=6819

Total=5175

Total=1644



31st

January, 2012

4.3 Broadband Service


Total

Urban

Rural

On an overall basis 87% of the respondents were male

87%

13%

Male Female

86%

14%

Male Female

90%

10%

Male Female

Total=1224

Total=1090

Total=134



31st

January, 2012

4.3.2 Age Profile

Total

Urban

Rural

On an overall 65% of the respondents were in the age group of 25-45 years.

9%

30%

35%

26%

Less than 25 yrs 25-34 yrs 35-44 yrs More than 45 yrs

10%

29%

35%

27%


5%

42%

35%

18%


Total=1224

Total=1090

Total=134



31st

January, 2012


Total

Urban

Rural

On an overall basis 85% of the respondents were in service or self employed/

businessmen.

39%

46%

6% 5% 4%


Student Housewife

Retired

37%

47%

7% 5% 4%


Student Housewife

Retired

52% 40%

2% 2% 4%


Student Housewife

Retired

Total=1224

Total=1090

Total=134



31st

January, 2012

5. COMPLIANCE REPORT ON THE CUSTOMER PERCEPTION OF SERVICE:

The compliance report has been presented, by using the following method:

The percentage of customer satisfied on various QoS parameters was derived by

using the methodology explained in section 3.9. According to this methodology the

total percentage of satisfied customer’s i.e. very satisfied and satisfied customers on

various QoS parameters has been taken into account. This methodology has been used

to derive the percentage of customer satisfied with QoS parameters for all the three

services i.e. Basic Telephone, Cellular Mobile and Broadband.

5.1 Basic Telephone Service

5.1.1 The following Table shows the percentage of satisfied customers on various service

QoS parameters.

Serv

ice p

rovid

ers

Base

%

sati

sfi

ed

w

ith

pro

vis

ion

o

f

serv

ice

% sati

sfi

ed

w

ith

billin

g

perf

orm

an

ce

%sati

sfi

ed

w

ith

th

e

help

serv

ices

inclu

din

g

cu

sto

mer

gri

evan

ce

red

ressal

%

sati

sfi

ed

w

ith

th

e

netw

ork

p

erf

orm

an

ce,

reliab

ilit

y a

nd

availab

ilit

y

%

sati

sfi

ed

w

ith

th

e

main

tain

ab

ilit

y

%

sati

sfi

ed

w

ith

th

e

su

pp

lem

en

tary

an

d valu

e

ad

ded

serv

ices

%

sati

sfi

ed

w

ith

th

e

overa

ll s

erv

ice q

uality

Po

st

paid

pre

pa

id

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

West Bengal circle

BSNL (Total) 1211 88 85 NA 60 87 70 65 91

BSNL (Urban) 1058 88 88 NA 60 87 71 72 92

BSNL (Rural) 153 87 64 NA 72 84 50 47 86

Note: Figures in green color represent those service providers, who have met the benchmarks.

On an overall basis BSNL met the benchmark only for overall quality of service.

In general performance of BSNL in rural areas was lower than in urban areas except for

help services.

On an overall basis, performance of BSNL was very low for help services, supplementary

& value added services and maintainability as compared to other parameters.



31st

January, 2012

5.1.2 The following table shows the percentage of customers who reported that their

telephone fault was repaired within 3 days.

Service providers Base

% customers

Benchmark: 3 days

West Bengal circle

BSNL (Total) 533 73.9

BSNL (Urban) 505 73.2

BSNL (Rural) 28 85.7

On an overall basis 73.9% of the customers, who experienced fault in their connection,

reported that the fault was repaired within 3 days.

5.1.3 The following table shows the percentage of customers who reported that

their telephone service was terminated within 7 days on request.

Service providers

Base % customers

Benchmark: 7 days

West Bengal circle




On an overall basis, all the customers, who requested for termination their telephone

service, reported that their telephone connection was terminated within 7 days.


billing complaints were resolved by call centre within four weeks.

Service providers Base % customers

Benchmark: 4 Weeks

West Bengal circle




On an overall basis only 18.9% of the customers, who made billing complaints, reported

that their billing complaint was resolved within 4 weeks



31st

January, 2012

5.2 Cellular Mobile Service

5.2.1 The following table shows the percentage of satisfied customers with various

QoS parameters of customer perception of service.

Service providers

Base

% s

ati

sfi

ed

wit

h p

rovis

ion

of

serv

ice

%

sati

sfi

ed

wit

h

billin

g

perf

orm

an

ce

%sati

sfi

ed

w

ith

th

e

help

serv

ices i

nclu

din

g c

usto

mer

gri

evan

ce r

ed

ressal

% s

ati

sfi

ed

wit

h t

he n

etw

ork

perf

orm

an

ce,

reliab

ilit

y

an

d

availab

ilit

y

%

sati

sfi

ed

w

ith

th

e

main

tain

ab

ilit

y

%

sati

sfi

ed

w

ith

th

e

su

pp

lem

en

tary

an

d

valu

e

ad

ded

serv

ices

% sati

sfi

ed

w

ith

th

e o

vera

ll

serv

ice q

uality

Po

st

paid

pre

paid

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

West Bengal circle

Aircel (Total) 600 98 NA 94 72 84 80 47 85

Aircel (Urban) 469 97 NA 94 69 88 84 46 90

Aircel (Rural) 131 99 NA 94 79 68 68 71 67

Airtel (Total) 654 97 NA 92 68 92 87 44 91

Airtel (Urban) 472 96 NA 92 68 92 85 51 93

Airtel (Rural) 182 98 NA 92 66 91 90 28 86

BSNL (Total) 1209 95 93 93 72 80 78 56 86

BSNL (Urban) 873 95 100 94 69 80 79 58 89

BSNL (Rural) 336 94 86 89 76 78 76 48 80

Idea (Total) 623 100 98 97 76 87 88 39 88

Idea (Urban) 474 100 98 97 78 88 90 38 90

Idea (Rural) 149 100 100 96 72 84 84 44 81

MTS (Total) 607 99 NA 94 73 86 85 46 90

MTS (Urban) 505 99 NA 93 73 85 85 45 91

MTS (Rural 102 99 NA 96 71 88 87 55 84

Rel Com(Total) 685 100 NA 96 75 90 94 32 90

Rel Com(Urban) 595 100 NA 96 76 91 95 34 92

Rel Com(Rural) 90 100 NA 95 69 86 86 26 82

Rel Tel (Total) 623 99 NA 93 70 86 87 55 82

Rel Tel (Urban) 438 99 NA 92 70 88 90 61 86

Rel Tel (Rural) 185 100 NA 95 69 81 81 13 73

TTSL(Total) 600 100 100 96 79 88 91 32 90

TTSL(Urban) 481 100 100 97 78 91 96 42 95

TTSL(Rural) 119 100 100 94 84 73 74 16 71

Uninor (Total) 606 98 NA 93 66 81 85 49 84

Uninor (Urban) 462 98 NA 93 71 83 88 53 88

Uninor (Rural) 144 100 NA 94 51 75 74 34 72

Vodafone(Total) 612 98 NA 96 74 91 87 51 88

Vodafone(Urban) 406 97 NA 95 70 92 86 53 90



31st

January, 2012

Service providers

Base

% s

ati

sfi

ed

wit

h p

rovis

ion

of

serv

ice

%

sati

sfi

ed

wit

h

billin

g

perf

orm

an

ce

%sati

sfi

ed

w

ith

th

e

help

serv

ices i

nclu

din

g c

usto

mer

gri

evan

ce r

ed

ressal

% s

ati

sfi

ed

wit

h t

he n

etw

ork

perf

orm

an

ce,

reliab

ilit

y

an

d

availab

ilit

y

%

sati

sfi

ed

w

ith

th

e

main

tain

ab

ilit

y

%

sati

sfi

ed

w

ith

th

e

su

pp

lem

en

tary

an

d

valu

e

ad

ded

serv

ices

% sati

sfi

ed

w

ith

th

e o

vera

ll

serv

ice q

uality

Po

st

paid

pre

paid

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

Vodafone(Rural) 206 99 NA 97 79 91 90 47 85

Overall (Total) 6819 98 97 94 72 86 86 48 87

Overall (Urban) 5175 98 99 94 73 87 87 52 90

Overall (Rural) 1644 98 91 94 72 82 81 33 79

Note: Figures in green color represent those service providers, who have met the

benchmarks.

On an overall basis, 87% of the cellular service customers were satisfied with the overall

quality of their service providers.

All the service providers met the benchmark for the provision of service.

The survey reveals that a lower proportion of customers were satisfied on parameters

such as supplementary and value added services and helps services.

On an overall basis, Rel Com and TTSL met the benchmarks for three parameters

namely, provision of service, billing performance and overall quality of service.

On an overall basis none of the service providers met the benchmark for parameters which

includes help services including customer grievance redressal, network performance

reliability & availability, maintainability and supplementary and value added services.



31st

January, 2012



Service providers Base % customer

Benchmark: four weeks

West Bengal circle

Aircel

Total 119 31.9

Urban 86 37.2

Rural 33 18.2

Airtel

Total 124 33.1

Urban 83 31.3

Rural 41 36.6

BSNL

Total 142 56.3

Urban 112 60.7

Rural 30 40.0

Idea

Total 120 65.8

Urban 87 72.4

Rural 33 48.5

MTS

Total 143 39.9

Urban 119 38.7

Rural 24 45.8

Rel Com

Total 247 77.7

Urban 221 84.2

Rural 26 23.1

Rel. Tel.

Total 266 72.6

Urban 231 78.8

Rural 35 31.4

TTSL

Total 126 67.5

Urban 96 75.0

Rural 30 43.3

Uninor

Total 126 42.1

Urban 84 45.2

Rural 42 35.7

Vodafone

Total 102 52.0

Urban 60 50.0

Rural 42 54.8

Overall

Total 1515 57.5

Urban 1179 63.0

Rural 336 38.1

On an overall basis, 57.5% 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.



31st

January, 2012

5.3 Broadband Service

5.3.1 The following table shows the percentage of satisfied customers on various

service parameters S

erv

ice p

rovid

ers

Base

%

sati

sfi

ed

w

ith

p

rovis

ion

o

f

serv

ice

%

sati

sfi

ed

wit

h

billin

g

perf

orm

an

ce

%sati

sfi

ed

wit

h t

he h

elp

serv

ices

inclu

din

g

cu

sto

mer

gri

evan

ce

red

ressal

%

sati

sfi

ed

w

ith

th

e

netw

ork

perf

orm

an

ce,

reliab

ilit

y

an

d

availab

ilit

y

%

sati

sfi

ed

w

ith

th

e

main

tain

ab

ilit

y

%

sati

sfi

ed

w

ith

th

e

su

pp

lem

en

tary

an

d v

alu

e a

dd

ed

serv

ices

%

sati

sfi

ed

w

ith

th

e

overa

ll

serv

ice q

uality

Po

st

paid

pre

paid

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

West Bengal circle

BSNL (Total) 1224 91 92 NA 57 64 83 99 82

BSNL (Urban) 1090 93 92 NA 57 62 82 99 82

BSNL (Rural) 134 78 92 NA 52 74 90 100 79

Note: Figures in green color represent those parameters, where service providers have met

the benchmarks.

On an overall basis, BSNL met the benchmark for provision of service, billing performance

and supplementary and value added services.

Apart from the above, BSNL met the benchmark for the maintainability in the rural areas.



On an overall basis, 5.1% of the customers, who made complaints, reported that their

complaints were resolved within 4 weeks.

Service providers Base % customer

Benchmark: within 4 Weeks

West Bengal circle

BSNL

Total 453 5.1

Urban 441 4.3

Rural 12 33.3



31st

January, 2012

6 Detailed Report:

6A.1 Basic Telephone Service (Wire-line) – West Bengal Circle

6A.1.1 Customer satisfaction with Provision of Service

6A.1.1.1 The following graph shows the percentage of satisfied customers with provision

of service with break-up for the urban and rural customers separately.

[BENCHMARK ≥90%]

On an overall basis, BSNL failed to meet the benchmark.

6A.1.2 Customer Satisfaction with Billing Performance among Postpaid Customers

6A.1.2.1The following graph shows the percentage of satisfied customers with respect

to billing performance among postpaid customers.

[BENCHMARK ≥95%]

On an overall basis BSNL did not meet the benchmark (95%) laid down by the TRAI in

both Urban and Rural areas.

88 88 88 88 87 87

0102030405060708090

100

BSNL Overall

Total Urban Rural Benchmark

85 85 88 88

64 64

0102030405060708090

100

BSNL Overall




31st

January, 2012

6A.1.2.2 The following table shows the percentage of satisfied customers with the different

sub-parameters of the billing performance.

Service providers

% postpaid customers

Base Timely delivery of

bills

Accuracy of the bills

Processing of resolution of

the billing complaints

Clarity of bills in terms of

transparency and understandability

BSNL

Total 80.7 88.9 58.0 90.1 1211

Urban 83.1 92.5 57.7 93.5 1058

Rural 63.4 64.1 61.5 66.0 153

Both in urban and rural areas, customers were less satisfied with the process of resolution

of the billing complaints and timely delivery of bills.

Rural customers were less satisfied with all the sub-parameters related to billing

performance.

6A.1.3 Customer Satisfaction with Help Services including customer grievance redressal

6A.1.3.1 The following graph shows the percentage of customers satisfied with help

services including customer grievance redressal.

[BENCHMARK ≥90%]

On an overall basis, BSNL did not meet the benchmark laid down by TRAI.

60 60 60 60

72 72

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6A.1.3.2 The following table shows the percentage of customers satisfied with sub-

parameters of help services including customer grievance redressal.

Service providers

% customers

Base

Ease of access of

call centre/customer care or helpline

Ease of getting an option for talking to customer

care executive

Response time taken to answer your calls by the customer

care executive

Problem solving

ability of the customer

care executive(s)

Time taken by call

centre/customer care or helpline to

resolve your complaints

BSNL

Total 47.2 47.2 55.9 72.7 78.0 472

Urban 46.1 46.6 54.5 72.9 78.0 451

Rural 71.5 61.9 85.8 66.7 76.2 21

Most of the customers were not satisfied with all the sub-parameters related to the help

services.

Performance of BSNL on ease of access of call centre, ease of getting an option for

talking to customer care executive and response time taken to answer calls was even

lower compared to other two sub-parameters of the help services.

6A.1.4 Customer Satisfaction with Network Performance, Reliability & Availability

6A.1.4.1 The following graph shows the percentage of satisfied customers with

network performance, reliability & availability.

[BENCHMARK ≥95%]

On an overall basis, BSNL was not able to meet the benchmark set by TRAI.

87 87 87 87 84 84

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6A.1.4.2 The following table shows the percentage of customers satisfied with sub-

parameters of network performance, reliability & availability.

Service providers

% customers

Base

Availability of working telephone

(Dial tone)

Ability to make/receive calls

easily Voice quality

BSNL

Total 85.9 87.0 87.1 1211

Urban 86.0 87.5 87.7 1058

Rural 84.9 83.6 83.0 153

Performance of BSNL was low on all the sub-parameters of network performance,

reliability & availability.

6A.1.5 Customer Satisfaction with Maintainability

6A.1.5.1 The following graph shows the percentage of customers satisfied with

maintainability.

[BENCHMARK ≥95%]

BSNL did not meet the benchmark for maintainability laid down by TRAI.

On an overall basis, only 70% of the respondents were satisfied with maintainability. Only

50% of the rural customers were satisfied with maintainability.

70 70 71 71

50 50

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6A.1.6 Customer Satisfaction with Supplementary and Value Added Services

6A.1.6.1 The following graph shows the percentage of customers satisfied with

supplementary and value added services.

[BENCHMARK ≥90%]

On an overall basis, BSNL did mot meet the benchmark laid down by TRAI.

Performance of BSNL in the rural areas was lower than in urban areas.

6A.1.7 Customer Satisfaction with Overall Service Quality

6A.1.7.1 The following graph shows the percentage of customers satisfied with overall

service quality.

[BENCHMARK ≥90%]

On an overall basis BSNL met the benchmark laid down by TRAI. However, it failed to

meet the benchmark in rural areas.

65 65 72 72

47 47

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall


91 91 92 92 86 86

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6A.2 Awareness of Grievance Redressal Mechanism & Experience among Basic

Telephone Service subscribers

6A.2.1 Awareness and experience with Call Centre

Table 6A.2.1.1 The following table shows the percentage of customers aware about the

call centre number of their service provider to make complaint/ query

Service providers % customers Base

BSNL

Total 86.5 1211

Urban 89.1 1058

Rural 68.6 153

On an overall basis, 86.5% of the basic telephone service customers were aware about

the call centre number of their service provider to make complaint/ query.

Table 6A.2.1.2 The following table shows the percentage of customers who made

complaint within 6 months on the call centre number of their service provider


BSNL

Total 15.3 1211

Urban 15.7 1058

Rural 12.4 153

In the last 6 months, only 15.3% of the customers made complaint on the toll free

number of customer care of their service provider.

6A.2.1.3 The following table shows the percentage of customers who received or did

not receive docket numbers for their complaints.

Service providers

% customers

Base

Complaint was

registered and docket

number Received

Complaint was

registered and docket number not

Received

Complaint was

registered and docket

number provided on

request

Complaint was registered and docket number

not provided even on request

Refused to register the complaint

BSNL

Total 37.8 53.0 7.0 2.2 0.0 185

Urban 39.2 51.8 6.6 2.4 0.0 166

Rural 26.3 63.2 10.5 0.0 0.0 19

On an overall basis 37.8% of the customers who had complained said that they had

received a docket number for their complaints.

On an overall basis 53% of all customers who had complained said that they did not

receive docket number for their complaints.

On an overall basis 7% of all customers who had complained said that they received the

docket number for their complaints on request.

On an overall basis 2.2% of all customers said that they did not received docket number

for their complaints even on request.



31st

January, 2012

6A.2.1.4 The following table shows the percentage of customers who were informed about

the action taken on their complaint by call centre.


BSNL

Total 29.7 185

Urban 27.7 166

Rural 47.4 19

On an overall basis, only 29.7% customers, who had complained, said that they were

informed about the action taken on their complaint by call centre.

6A.2.1.5 The following table shows the percentage of customers who got their billing

complaints resolved satisfactorily by call centre/customer care within four weeks.


BSNL

Total 18.9 185

Urban 17.5 166

Rural 31.6 19

On an overall basis, 18.9% of the customers, who had made billing complaints, said that

they were satisfied with the resolution of their billing complaints by call centre/ customer

care within four weeks after they lodged their complaints.

6A.2.2 Awareness and experience of Nodal Officer

Table 6A.2.2.1 The following table shows the percentage of customers who were aware

about contact details of nodal officer.


BSNL

Total 0.4 1211

Urban 0.4 1058

Rural 0.7 153

On an overall basis, only 0.4% of the customers were aware about the contact details of

the Nodal Officer.

None of the customers who were aware of the contact details of the Nodal Officer made

any complaints to the Nodal Officer.



31st

January, 2012

6A.2.3 Awareness and experience of Appellate Authority

Table 6.2.3.1The following table shows the percentage of customers who were aware about



BSNL

Total 0.0 1211

Urban 0,0 1058

Rural 0.0 153

On an overall basis, none of the customers were aware about the contact details of the

Appellate Authority.

6A.2.4 General Information

Table 6A.2.4.1 The following table shows the percentage of the customers who got the

Manual of Practice containing the terms and conditions of service, toll free number of

call centre and contact detail of Nodal Officer & Appellate Authority for complaint

redressal etc., while subscribing to the new basic telephone connection.


BSNL

Total 56.7 1211

Urban 59.1 1058

Rural 40.5 153

On an overall basis, only 56.7% of the basic telephone service customers said that

they got the Manual of Practice containing the terms and conditions of service, toll free

number of call centre and contact detail of Nodal Officer & Appellate Authority for

complaint redressal.



31st

January, 2012

6B.1 Cellular Mobile Service – West Bengal circle

Customer Satisfaction Survey in the West Bengal circle was done among customers of

10 Cellular Mobile Service providers i.e. Aircel, Airtel, BSNL, Idea, MTS, Rel Com, Rel Tel,

TTSL, Uninor and Vodafone.

6B.1.1 Customer Satisfaction with Provision of Service

6B.1.1.1 The following graph shows the percentage of customers satisfied with the

provision of service.

[BENCHMARK≥90%]

On an overall basis, all service providers met the benchmark laid down by TRAI.

98

97

95

10

0

99

10

0

99

10

0

98

98

98

97

96

95

10

0

99

10

0

99

10

0

98

97

98

99

98

94

10

0

99

10

0

10

0

10

0

10

0

99

98

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012

6B.1.2a Customer Satisfaction with Billing Performance among Postpaid Customers

6B.1.2a.1 The following graph shows the percentage of satisfied postpaid customers

with billing performance.

[BENCHMARK≥95%]

On an overall basis, Idea and TTSL met the benchmark laid down by TRAI.

BSNL met the benchmark in the urban areas.

.

93

98

10

0

97

10

0

98

10

0

99

86

10

0

10

0

91

0

10

20

30

40

50

60

70

80

90

100

BSNL Idea TTSL Overall




31st

January, 2012

6B.1.2a.2The following table shows the percentage of postpaid customers satisfied with

sub- parameter of billing performance.

Service providers


Base Timely delivery of bills

Accuracy of the bills



Clarity of bills in terms of

transparency and understandability

BSNL

Total 100.0 91.7 60.0 100.0 12

Urban 100.0 100.0 100.0 100.0 6

Rural 100.0 83.3 33.3 100.0 6

Idea

Total 100.0 93.8 100.0 100.0 48

Urban 100.0 93.3 100.0 100.0 45

Rural 100.0 100.0 NA 100.0 3

TTSL

Total 100.0 100.0 100.0 100.0 8

Urban 100.0 100.0 100.0 100.0 7

Rural 100.0 100.0 NA 100.0 1

Overall

Total 100.0 94.1 93.9 100.0 68

Urban 100.0 94.8 100.0 100.0 58

Rural 100.0 90.0 33.3 100.0 10

BSNL customers were less satisfied with the processing of resolution of billing

complaints.



31st

January, 2012

6B.1.2b Customer Satisfaction with Billing Performance - Prepaid

6B.1.2b.1 The following graph shows the percentage of prepaid customers satisfied


[BENCHMARK≥95%]

On an overall basis only Idea, Rel Com, TTSL and Vodafone met the benchmark laid

down by TRAI.

Apart from the above, MTS and Rel Tel met the benchmark in the urban areas.

94

92

93

97

94

96

93

96

93

96

94

94

92

94

97

93

96

92

97

93

95

94

94

92

89

96

96

95

95

94

94

97

94

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012

6B.1.2b.2The following table shows the percentage of prepaid customers satisfied with

sub- parameters of billing performance.

Service providers

% prepaid customers

Accuracy of the charges

Processing of resolution of the

billing complaints

Ease of recharging

process Base

Aircel

Total 96.2 65.3 96.7 600

Urban 95.3 71.3 96.2 469

Rural 99.3 44.4 98.5 131

Airtel

Total 93.7 72.3 94.8 654

Urban 93.5 76.6 94.5 472

Rural 94.5 61.1 95.6 182

BSNL

Total 93.5 67.2 94.8 1197

Urban 94.5 73.6 96.2 867

Rural 90.9 52.5 90.9 330

Idea

Total 99.8 83.0 97.3 575

Urban 99.8 86.4 97.2 429

Rural 100.0 68.9 97.2 146

MTS

Total 97.1 77.8 95.1 607

Urban 96.6 78.8 94.5 505

Rural 99.1 72.0 98.0 102

Rel Com

Total 99.4 78.0 99.3 685

Urban 99.3 79.8 99.4 595

Rural 100.0 62.5 98.9 90

Rel Tel

Total 97.6 58.5 99.2 623

Urban 96.8 60.8 98.9 438

Rural 99.4 48.6 100.0 185

TTSL

Total 99.0 71.4 99.1 592

Urban 99.0 76.0 99.4 474

Rural 99.2 56.6 98.3 118

Uninor

Total 94.7 64.3 97.4 606

Urban 93.5 67.9 97.4 462

Rural 98.6 53.6 97.3 144

Vodafone

Total 97.1 72.4 98.7 612

Urban 95.8 76.8 98.1 406

Rural 99.5 63.9 100.0 206

Overall

Total 96.5 71.5 97.0 6751

Urban 96.4 75.1 97.0 5117

Rural 97.2 58.0 96.7 1634

Process of resolution of billing complaints was major reason for dissatisfaction among

respondents.

Rel Tel was the worst performer among all the service providers for process of resolution

of billing complaints.



31st

January, 2012

6B.1.3 Customer Satisfaction with Help Services including customer grievance redressal

6B.1.3.1 The following graph shows the percentage of customers satisfied with help

services including customer grievance redressal.

[BENCHMARK≥90%]


Uninor was the worst performer on this parameter.

72

68

72

76

73

75

70

79

66

74

72

69

68

69

78

73

76

70

78

71

70

73

79

66

76

72

71

69

69

84

51

79

72

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012

6B.1.3.2 The following table shows the percentage of customers satisfied with

sub- parameters of Help Services including customer grievance redressal.

Service providers

% customers

Base

Ease of access of

call centre/customer care or

helpline


care executive

Response time taken to answer your calls by the customer

care executive

Problem solving

ability of the customer

care executive(s)

Time taken by call



Aircel

Total 69.5 70.9 72.4 74.3 73.3 210

Urban 66.4 68.5 68.5 71.3 69.9 143

Rural 76.1 76.1 80.6 80.6 80.6 67

Airtel

Total 64.6 68.1 65.0 70.9 69.1 220

Urban 63.2 70.2 64.6 72.2 72.2 144

Rural 67.1 64.5 65.8 68.4 63.2 76

BSNL

Total 61.3 72.9 72.8 73.7 77.4 243

Urban 52.7 72.7 71.3 70.6 77.3 150

Rural 75.3 73.1 75.3 78.5 77.4 93

Idea

Total 76.6 76.7 79.7 79.3 68.2 227

Urban 78.0 78.0 82.8 82.2 67.3 168

Rural 72.9 72.9 71.2 71.2 71.2 59

MTS

Total 67.6 68.4 69.6 78.7 80.7 244

Urban 67.0 68.0 69.4 80.1 82.5 206

Rural 71.1 71.1 71.1 71.1 71.1 38

Rel Com

Total 60.8 61.1 84.7 86.0 84.1 301

Urban 59.4 59.8 87.2 88.6 86.4 264

Rural 70.3 70.3 67.6 67.6 67.6 37

Rel Tel

Total 62.9 63.0 73.8 74.5 73.5 302

Urban 60.6 61.1 75.5 76.4 75.4 216

Rural 68.6 67.4 69.7 69.8 68.6 86

TTSL

Total 70.1 73.6 84.0 84.4 84.4 224

Urban 65.7 70.4 83.8 84.9 84.3 172

Rural 84.6 84.6 84.6 82.7 84.6 52

Uninor

Total 69.4 61.6 65.3 64.1 68.5 245

Urban 76.5 66.1 70.4 67.2 73.2 183

Rural 48.4 48.4 50.0 54.8 54.8 62

Vodafone

Total 73.3 74.3 70.3 75.3 75.2 202

Urban 69.2 70.9 64.1 72.7 71.8 117

Rural 78.9 78.8 78.8 78.8 80.0 85

Overall

Total 67.1 68.6 74.1 76.3 75.7 2418

Urban 65.6 67.8 74.9 77.5 77.0 1763

Rural 71.5 70.7 71.7 72.8 72.2 655

On an overall basis, all the service providers’ performance was low on all the sub-

parameters of the help services.



31st

January, 2012

6B.1.4 Customer Satisfaction with Network Performance, Reliability & Availability

6B.1.4.1 The following graph shows the percentage of satisfied customers with


[BENCHMARK≥95%]


On an overall basis, performance of most of the service providers was low in rural areas as

compared to urban areas.

84

92

80

87

86

90

86

88

81

91

86

88

92

80

88

85

91

88

91

83

92

87

68

91

78

84

88

86

81

73

75

91

82

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012


sub- parameters of network performance, reliability & availability.

Service providers

% customers

Availability of signal of your service provider in

your locality

Ability to make/receive calls easily

Voice quality Base

Aircel

Total 83.1 83.5 84.0 600

Urban 87.4 88.0 88.1 469

Rural 67.9 67.1 69.4 131

Airtel

Total 91.1 91.2 93.3 654

Urban 91.1 91.3 93.8 472

Rural 91.2 90.6 91.8 182

BSNL

Total 80.7 82.2 76.5 1209

Urban 79.7 82.0 79.3 873

Rural 83.4 82.5 69.1 336

Idea

Total 85.6 88.5 88.3 623

Urban 86.0 89.7 89.4 474

Rural 83.9 84.6 84.6 149

MTS

Total 83.9 87.8 85.3 607

Urban 83.0 87.7 84.7 505

Rural 88.2 88.2 88.2 102

Rel Com

Total 82.5 94.1 93.7 685

Urban 81.9 95.3 95.0 595

Rural 86.7 86.7 85.5 90

Rel. Tel

Total 82.2 87.3 87.2 623

Urban 82.8 90.0 89.7 438

Rural 80.6 81.1 81.0 185

TTSL

Total 81.5 90.8 90.9 600

Urban 83.6 95.2 95.2 481

Rural 73.1 73.1 73.1 119

Uninor

Total 79.7 84.3 79.2 606

Urban 81.2 86.8 80.8 462

Rural 75.0 76.4 74.3 144

Vodafone

Total 91.0 92.0 91.1 612

Urban 91.4 92.2 91.4 406

Rural 90.3 91.8 90.8 206

Overall

Total 83.8 87.7 86.2 6819

Urban 84.3 89.3 88.1 5175

Rural 82.6 82.7 79.9 1644

On an overall basis, all the service providers’ performance was low on all the sub-

parameters of the network performance, reliability and availability. However Airtel and

Vodafone performed better than other service providers.



31st

January, 2012

6B.1.5 Customer Satisfaction with Maintainability

6B.1.5.1 The following graph shows the percentage of customers satisfied

with maintainability.

[BENCHMARK≥95%]


Rel Com and TTSL met the benchmark in the urban areas.

BSNL was the worst performer.

80

87

78

88

85

94

87

91

85

87

86

84

85

79

90

85

95

90

96

88

86

87

68

90

76

84

87

86

81

74

74

90

81

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012


sub- parameters of maintainability.

Service providers


Base Availability of network (signal)

Restoration of network (signal) problem

Aircel

Total 80.3 80.4 600

Urban 83.8 83.8 469

Rural 67.9 68.0 131

Airtel

Total 86.0 87.1 654

Urban 84.7 85.8 472

Rural 89.5 90.7 182

BSNL

Total 81.3 75.6 1209

Urban 81.2 77.5 873

Rural 81.6 70.6 336

Idea

Total 87.8 88.9 623

Urban 89.0 90.5 474

Rural 83.9 83.9 149

MTS

Total 84.3 85.7 607

Urban 83.8 85.6 505

Rural 87.3 86.3 102

Rel Com

Total 93.9 94.0 685

Urban 95.1 95.3 595

Rural 85.5 85.5 90

Rel. Tel

Total 87.1 87.6 623

Urban 89.8 90.2 438

Rural 81.1 81.6 185

TTSL

Total 91.2 91.2 600

Urban 95.6 95.5 481

Rural 73.1 74.0 119

Uninor

Total 84.5 85.8 606

Urban 87.6 89.3 462

Rural 74.3 74.3 144

Vodafone

Total 87.6 86.9 612

Urban 86.2 85.3 406

Rural 90.3 90.3 206

Overall

Total 86.0 85.5 6819

Urban 87.4 87.3 5175

Rural 81.9 79.9 1644

Performance of Rel Com was better than all other service providers with the sub-

parameters of maintainability.



31st

January, 2012

6B.1.6 Customer Satisfaction with Supplementary and Value Added Services

6B.1.6.1The following graph shows the percentage of customers satisfied with


[BENCHMARK≥90%]

On an overall basis, none of the service provider was able to meet the benchmark set by

TRAI.

TTSL and Rel Com were the worst performers.

47

44

56

39

46

32

55

32

49

51

48

46

51

58

38

45

34

61

42

53

53

52

71

28

48

44

55

26

13

16

34

47

33

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012

6B.1.6.2 The following table shows the satisfaction level of the customers with the different

sub-parameters of the supplementary and value added services.

% customers

Service providers Quality Of

Supplementary Services

Process Of Activating VAS

Or Unsubscribing

Resolution of complaints

Base

Aircel

Total 47.8 56.8 37.7 44

Urban 46.5 55.8 35.4 43

Rural 100.0 100.0 60.0 1

Airtel

Total 50.7 48.1 30.9 77

Urban 58.2 56.3 34.1 55

Rural 31.8 27.3 25.0 22

BSNL

Total 52.7 61.3 48.4 93

Urban 51.4 64.9 56.0 74

Rural 57.9 47.4 16.7 19

Idea

Total 44.4 63 13.3 27

Urban 40.9 59.1 16.7 22

Rural 60.0 80.0 0.0 5

MTS

Total 51.3 46.2 40.0 39

Urban 50.0 44.5 40.0 36

Rural 66.6 66.6 40.0 3

Rel Com

Total 46.7 40.0 26.6 15

Urban 55.5 55.5 26.4 9

Rural 33.3 16.7 27.3 6

Rel. Tel

Total 30.7 72.7 64.5 150

Urban 33.4 80.0 74.3 135

Rural 6.7 6.7 21.7 15

TTSL

Total 35.7 39.3 21.4 28

Urban 52.9 52.9 21.1 17

Rural 9.1 18.2 22.2 11

Uninor

Total 59.2 51.9 28.6 81

Urban 67.2 56.3 24.3 64

Rural 29.4 35.3 36.9 17

Vodafone

Total 58.7 56.0 25.7 75

Urban 60.4 56.6 23.8 53

Rural 54.5 54.5 27.8 22

Overall

Total 47.0 57.8 38.5 629

Urban 49.4 63.0 42.1 508

Rural 37.2 36.4 27.0 121

Customers of all service providers were less satisfied on account of all the sub-

parameters of the supplementary and value added services.



31st

January, 2012

6B.1.7 Customer satisfied with overall service quality

6B.1.7.1 The following graph shows the percentage of customers satisfied with the overall

service quality

[BENCHMARK≥90%]

On an overall basis, only Airtel, MTS, Rel Com and TTSL were able to meet the

benchmark laid down by TRAI.

Performance in the rural areas was lower than in the urban areas.

85

91

86

88

90

90

82

90

84

88

87

90

93

89

90

91

92

86

95

88

90

90

67

86

80

81

84

82

73

71

72

85

79

0

10

20

30

40

50

60

70

80

90

100




31st

January, 2012

6B.2 Awareness of Grievance Redressal Mechanism & Experience among Cellular

Mobile Service subscribers

6B.2.1 Awareness and experience of Call Centre

Table 6B.2.1.1 The following table shows the percentage of customers aware about the call

centre number of their service provider to make complaint/ query.


Aircel

Total 65.2 600

Urban 62.0 469

Rural 76.3 131

Airtel

Total 62.7 654

Urban 60.0 472

Rural 69.8 182

BSNL

Total 71.2 1209

Urban 76.3 873

Rural 58.0 336

Idea

Total 52.2 623

Urban 42.6 474

Rural 82.6 149

MTS

Total 62.6 607

Urban 58.8 505

Rural 81.4 102

Rel Com

Total 43.8 685

Urban 38.8 595

Rural 76.7 90

Rel. Tel

Total 73.8 623

Urban 73.3 438

Rural 75.1 185

TTSL

Total 51.0 600

Urban 42.2 481

Rural 86.6 119

Uninor

Total 70.1 606

Urban 67.7 462

Rural 77.8 144

Vodafone

Total 64.5 612

Urban 61.3 406

Rural 70.9 206

Overall

Total 62.4 6819

Urban 59.1 5175

Rural 72.8 1644

On an overall basis, 62.4% of all cellular mobile customers were aware about the




31st

January, 2012

6B.2.1.2 The following table shows the percentage of customers who had complained in

last 6 months to the toll free Call Centre/customer care/Help-line telephone number.


Aircel

Total 19.8 600

Urban 18.3 469

Rural 25.2 131

Airtel

Total 19.0 654

Urban 17.6 472

Rural 22.5 182

BSNL

Total 11.7 1209

Urban 12.8 873

Rural 8.9 336

Idea

Total 19.3 623

Urban 18.4 474

Rural 22.1 149

MTS

Total 23.6 607

Urban 23.6 505

Rural 23.5 102

Rel Com

Total 36.1 685

Urban 37.1 595

Rural 28.9 90

Rel. Tel

Total 42.7 623

Urban 52.7 438

Rural 18.9 185

TTSL

Total 21.0 600

Urban 20.0 481

Rural 25.2 119

Uninor

Total 20.8 606

Urban 18.2 462

Rural 29.2 144

Vodafone

Total 16.7 612

Urban 14.8 406

Rural 20.4 206

Overall

Total 22.2 6819

Urban 22.8 5175

Rural 20.4 1644

On an overall basis, only 22.2% of all cellular mobile customers claimed that they had

complained in the last 6 months to the toll free call centre/ customer care/ help-line

telephone number.



31st

January, 2012

6B.2.1.3 The following table shows the percentage of customer who received or did not receive docket number for their complaints.

Service providers

% customers

Base

Complaint

was

registered

and docket

number

received

Complaint

was

registered

and docket

number not

received

Complaint

was registered

and docket

number

provided on

request

Complaint was

registered and

docket

number not

provided even

on request

Refused

to

register

the

complaint

Aircel

Total 32.8 50.4 11.8 5.0 0.0 119

Urban 37.2 40.7 15.1 7.0 0.0 86

Rural 21.2 75.8 3.0 0.0 0.0 33

Airtel

Total 32.3 38.7 19.4 6.5 3.2 124

Urban 38.6 36.1 18.1 4.8 2.4 83

Rural 19.5 43.9 22.0 9.8 4.9 41

BSNL

Total 45.8 44.4 7.0 2.8 0.0 142

Urban 51.8 41.1 6.3 0.9 0.0 112

Rural 23.3 56.7 10.0 10.0 0.0 30

Idea

Total 60.8 33.3 5.0 0.0 0.8 120

Urban 67.8 27.6 4.6 0.0 0.0 87

Rural 42.4 48.5 6.1 0.0 3.0 33

MTS

Total 67.1 26.6 2.8 2.8 0.7 143

Urban 73.1 20.2 3.4 3.4 0.0 119

Rural 37.5 58.3 0.0 0.0 4.2 24

Rel Com

Total 76.1 19.0 3.6 0.8 0.4 247

Urban 79.6 15.4 3.6 0.9 0.5 221

Rural 46.2 50.0 3.8 0.0 0.0 26

Rel. Tel

Total 73.7 20.3 3.4 2.6 0.0 266

Urban 80.1 15.2 3.0 1.7 0.0 231

Rural 31.4 54.3 5.7 8.6 0.0 35

TTSL

Total 62.7 31.0 4.8 0.8 0.8 126

Urban 69.8 25.0 4.2 0.0 1.0 96

Rural 40.0 50.0 6.7 3.3 0.0 30

Uninor

Total 36.5 48.4 11.1 4.0 0.0 126

Urban 38.1 44.0 15.5 2.4 0.0 84

Rural 33.3 57.1 2.4 7.1 0.0 42

Vodafone

Total 32.4 40.2 19.6 7.8 0.0 102

Urban 26.7 36.7 26.7 10.0 0.0 60

Rural 40.5 45.2 9.5 4.8 0.0 42

Overall

Total 56.4 32.4 7.7 3.0 0.5 1515

Urban 63.1 26.4 7.7 2.5 0.3 1179

Rural 33.0 53.6 7.4 4.8 1.2 336

On an overall basis, 56.4% of all the cellular mobile customers belonging to different

service providers said that they had received a docket number for their complaints.

On an overall basis, 32.4% of all the cellular mobile customers who had complained

said that they did not receive docket numbers for most of their complaints.

On an overall basis, 7.7% of all the cellular mobile customers who had complained said

that they received docket numbers for their complaints on request.

On an overall basis, 3% of all the cellular mobile customers who had complained said that

they did not receive docket numbers for their complaints even on request.

On an overall basis, 0.5% of all customers said that their complaints were refused to be

registered.



31st

January, 2012

6B.2.1.4The following table shows the percentage of customers who were informed about

the action taken on their complaint by call centre.


Aircel

Total 40.3 119

Urban 47.7 86

Rural 21.2 33

Airtel

Total 45.2 124

Urban 44.6 83

Rural 46.3 41

BSNL

Total 45.1 142

Urban 45.5 112

Rural 43.3 30

Idea

Total 68.3 120

Urban 72.4 87

Rural 57.6 33

MTS

Total 49.0 143

Urban 48.7 119

Rural 50.0 24

Rel Com

Total 81.8 247

Urban 85.1 221

Rural 53.8 26

Rel. Tel

Total 75.6 266

Urban 80.1 231

Rural 45.7 35

TTSL

Total 69.8 126

Urban 78.1 96

Rural 43.3 30

Uninor

Total 44.4 126

Urban 45.2 84

Rural 42.9 42

Vodafone

Total 52.0 102

Urban 50.0 60

Rural 54.8 42

Overall

Total 60.7 1515

Urban 65.0 1179

Rural 45.8 336

On an overall basis, 60.7% all the cellular mobile customers, who had complained, said

that they were informed about the action taken on their complaint by the call centre.



31st

January, 2012

6B.2.1.5The following table shows the percentage of customers who got their billing

complaints resolved satisfactorily by call centre/customer care within four weeks.


Aircel

Total 31.9 119

Urban 37.2 86

Rural 18.2 33

Airtel

Total 33.1 124

Urban 31.3 83

Rural 36.6 41

BSNL

Total 56.3 142

Urban 60.7 112

Rural 40.0 30

Idea

Total 65.8 120

Urban 72.4 87

Rural 48.5 33

MTS

Total 39.9 143

Urban 38.7 119

Rural 45.8 24

Rel Com

Total 77.7 247

Urban 84.2 221

Rural 23.1 26

Rel. Tel

Total 72.6 266

Urban 78.8 231

Rural 31.4 35

TTSL

Total 67.5 126

Urban 75.0 96

Rural 43.3 30

Uninor

Total 42.1 126

Urban 45.2 84

Rural 35.7 42

Vodafone

Total 52.0 102

Urban 50.0 60

Rural 54.8 42

Overall

Total 57.5 1515

Urban 63.0 1179

Rural 38.1 336

On an overall basis, 57.5% of the cellular mobile customers, who had made billing

complaints, said that they were satisfied with the resolution of their billing complaint by

call centre/customer care within four weeks after they lodged their complaint.



31st

January, 2012

6B.2.2 Awareness and experience of Nodal Officer

6B.2.2.1The following table shows the percentage of customers who were aware

about contact details of the nodal officer.


Aircel

Total 1.7 600

Urban 2.1 469

Rural 0.0 131

Airtel

Total 1.2 654

Urban 1.5 472

Rural 0.5 182

BSNL

Total 2.2 1209

Urban 3.0 873

Rural 0.3 336

Idea

Total 1.0 623

Urban 0.6 474

Rural 2.0 149

MTS

Total 0.7 607

Urban 0.6 505

Rural 1.0 102

Rel Com

Total 0.3 685

Urban 0.2 595

Rural 1.1 90

Rel. Tel

Total 0.5 623

Urban 0.5 438

Rural 0.5 185

TTSL

Total 0.8 600

Urban 1.0 481

Rural 0.0 119

Uninor

Total 1.2 606

Urban 1.5 462

Rural 0.0 144

Vodafone

Total 1.6 612

Urban 2.5 406

Rural 0.0 206

Overall

Total 1.2 6819

Urban 1.4 5175

Rural 0.5 1644

On an overall basis, only 1.2% of the cellular mobile customers were aware of the

contact details of the Nodal Officer.

On an overall basis, only 3 customers made complaints to the Nodal Officer.

On an overall basis, only 1 of them was intimated by the Nodal Officer about the decision

taken on the complaints.

On an overall basis, only 1 of them was satisfied with the decision taken by the Nodal

Officer.



31st

January, 2012

6B.2.3 Awareness and experiences with Appellate Authority

6B.2.3.1 The following table shows the percentage of customers who were aware about the

contact details of the appellate authority.


Aircel

Total 0.2 600

Urban 0.0 469

Rural 0.8 131

Airtel

Total 0.3 654

Urban 0.4 472

Rural 0.0 182

BSNL

Total 1.7 1209

Urban 0.9 873

Rural 3.6 336

Idea

Total 0.3 623

Urban 0.2 474

Rural 0.7 149

MTS

Total 0.2 607

Urban 0.2 505

Rural 0.0 102

Rel Com

Total 0.0 685

Urban 0.0 595

Rural 0.0 90

Rel. Tel

Total 1.0 623

Urban 0.7 438

Rural 1.6 185

TTSL

Total 0.3 600

Urban 0.0 481

Rural 1.7 119

Uninor

Total 0.2 606

Urban 0.2 462

Rural 0.0 144

Vodafone

Total 0.0 612

Urban 0.0 406

Rural 0.0 206

Overall

Total 0.5 6819

Urban 0.3 5175

Rural 1.2 1644

On an overall basis, only 0.5% of the customers about the Appellate Authority.

On an overall basis, only 1 customer filed an appeal to the Appellate Authority.

On an overall basis, customer who filed the appeal received the acknowledgement.

On an overall basis, customer who filed appeal to the Appellate Authority said that decision

was taken on the appeal within 3 months of filing the appeal.



31st

January, 2012

6B.2.4 General Information

6B.2.4.1 The following table shows the percentage of prepaid customers who were aware

that a prepaid customer can get item-wise usage charge details, on request.


Aircel

Total 0.8 600

Urban 1.1 469

Rural 0.0 131

Airtel

Total 1.8 654

Urban 2.3 472

Rural 0.5 182

BSNL

Total 2.2 1197

Urban 2.4 867

Rural 1.5 330

Idea

Total 0.3 575

Urban 0.5 429

Rural 0.0 146

MTS

Total 0.5 607

Urban 0.6 505

Rural 0.0 102

Rel Com

Total 3.6 685

Urban 4.0 595

Rural 1.1 90

Rel. Tel

Total 0.3 623

Urban 0.5 438

Rural 0.0 185

TTSL

Total 2.2 592

Urban 2.7 474

Rural 0.0 118

Uninor

Total 0.0 606

Urban 0.0 462

Rural 0.0 144

Vodafone

Total 0.7 612

Urban 1.0 406

Rural 0.0 206

Overall

Total 1.4 6751

Urban 1.7 5117

Rural 0.4 1634

On an overall basis, only 1.4% of the prepaid customers said that they were aware of

the fact that they can get item-wise usage charge details on request.



31st

January, 2012

6B.2.4.2 The following table shows the percentage of customers who were denied item-

wise usage charge details for their pre-paid connection.


Aircel

Total 0.0 5

Urban 0.0 5

Rural 0.0 0

Airtel

Total 50.0 12

Urban 54.5 11

Rural 0.0 1

BSNL

Total 19.2 26

Urban 19.0 21

Rural 20.0 5

Idea

Total 0.0 2

Urban 0.0 2

Rural 0.0 0

MTS

Total 0.0 3

Urban 0.0 3

Rural 0.0 0

Rel Com

Total 0.0 25

Urban 0.0 24

Rural 0.0 1

Rel. Tel

Total 0.0 2

Urban 0.0 2

Rural 0.0 0

TTSL

Total 0.0 13

Urban 0.0 13

Rural 0.0 0

Uninor

Total 0.0 0

Urban 0.0 0

Rural 0.0 0

Vodafone

Total 0.0 4

Urban 0.0 4

Rural 0.0 0

Overall

Total 12.0 92

Urban 11.8 85

Rural 14.3 7

On an overall basis, only 12% of the prepaid customers, who were aware that a prepaid

customer can get item-wise usage charge details, on request, said that they were denied

item-wise usage charge details.



31st

January, 2012

6B.2.4.3 The following table shows the percentage of customers who cited different

reason(s) for their request for item-wise details being denied.

Service providers % customers

Base No reason given Technical problem Others

Aircel

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

Airtel

Total 16.7 83.3 0.0 6

Urban 16.7 83.3 0.0 6

Rural 0.0 0.0 0.0 0

BSNL

Total 60.0 40.0 0.0 5

Urban 75.0 25.0 0.0 4

Rural 0.0 100.0 0.0 1

Idea

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

MTS

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

Rel Com

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

Rel. Tel

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

TTSL

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

Uninor

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

Vodafone

Total 0.0 0.0 0.0 0

Urban 0.0 0.0 0.0 0

Rural 0.0 0.0 0.0 0

Overall

Total 36.4 63.6 0.0 11

Urban 40.0 60.0 0.0 10

Rural 0.0 100.0 0.0 1

Only Airtel and BSNL customers were denied the item-wise usage of charge

details.

On an overall basis, 63.6% of the prepaid customers who requested for item-wise

details said that “technical reason” was given for denying their while 36.4% of the

prepaid customers said that “no reason” was given for denying their request.



31st

January, 2012

6B.2.4.4 The following table shows the percentage of customers who claimed to have got

the Manual of Practice containing the terms & conditions of service, toll free number of

the call centre and contact detail of Nodal Officer & Appellate Authority for complaint

redressal while subscribing the new mobile telephone connection.


Aircel

Total 65.2 600

Urban 64.6 469

Rural 67.2 131

Airtel

Total 64.7 654

Urban 66.7 472

Rural 59.3 182

BSNL

Total 41.5 1209

Urban 41.2 873

Rural 42.3 336

Idea

Total 41.1 623

Urban 32.3 474

Rural 69.1 149

MTS

Total 49.6 607

Urban 46.3 505

Rural 65.7 102

Rel Com

Total 29.8 685

Urban 24.7 595

Rural 63.3 90

Rel. Tel

Total 39.3 623

Urban 28.5 438

Rural 64.9 185

TTSL

Total 44.5 600

Urban 36.0 481

Rural 79.0 119

Uninor

Total 49.2 606

Urban 42.2 462

Rural 71.5 144

Vodafone

Total 63.7 612

Urban 65.0 406

Rural 61.2 206

Overall

Total 48.1 6819

Urban 43.8 5175

Rural 61.3 1644


Practice.



31st

January, 2012

6C.1 Broadband Service – West Bengal circle

Customer Satisfaction Survey in West Bengal circle was done among customers of

the only Broadband Service provider i.e. BSNL.

6C.1.1 Customer Satisfaction with Provision of Service

6C.1.1.1The following graph shows the percentage of satisfied customers with

respect to provision of service.

[BENCHMARK≥90%]

On an overall basis, BSNL met the benchmark laid down by TRAI. However, BSNL failed to

meet the benchmark in rural areas.

6C.1.2 Postpaid Customer Satisfaction with Billing Performance

6C.1.2.1The following graph shows the percentage of postpaid customers satisfied


[BENCHMARK≥90%]

On an overall basis, BSNL met the benchmark laid down by TRAI.

91 91 93 93

78 78

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall


92 92 92 92 92 92

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6C.1.2.2The following table shows the percentage of postpaid customers satisfied with

sub- parameters of billing performance.

Service providers


Base Timely delivery

of bills Accuracy of

the bills



Clarity of bills in terms of transparency and understandability

BSNL

Total 85.6 97.6 40.6 97.6 1224

Urban 84.9 98.1 38.4 98.1 1090

Rural 91.1 92.5 60.0 93.3 134

On an overall basis, customers of BSNL were less satisfied with the process of resolution of

billing complaints; while other sub-parameters had comparatively higher proportion of

satisfied customers.

6C.1.3 Customer Satisfaction with Help Services

6C.1.3.1The following graph shows the percentage of satisfied customers with help

services.

[BENCHMARK≥90%]

On an overall basis, BSNL failed to meet the benchmark laid down by TRAI.

57 57 57 57 52 52

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6C.1.3.2The following table shows the percentage of customers satisfied with the sub-

parameters of help services.

Service providers

% customers

Base

Ease of access of call centre/customer care or

helpline


care executive

Response time taken by

customer executive to

answer customer

calls

Problem solving

ability of customer

executive(s)

Time taken by call



BSNL

Total 63.4 57.5 53.9 56.3 52.8 282

Urban 62.9 57.6 54.2 56.8 54.2 264

Rural 72.3 55.5 50.0 50.0 33.3 18

Most of the customers were less satisfied with all the sub-parameters of help services.

On an overall basis, customers of BSNL were least satisfied with the time taken by the call

centre to resolve the complaints.

6C.1.4 Customer Satisfaction with Network Performance, Reliability & Availability

6C.1.4.1The following graph shows the percentage of customers satisfied with


[BENCHMARK≥85%]

On an overall basis, BSNL failed to meet the benchmark laid down by TRAI.

Rural customers were comparatively more satisfied than urban customers.

64 64 62 62

74 74

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6C.1.4.2 The following table shows the percentage of customers satisfied with

sub- parameters of network performance, reliability & availability.

Service providers

% customers

Base Speed of broadband

connection

Amount of time for which

the service is up and

working

BSNL

Total 44.9 82.4 1224

Urban 42.2 82.7 1090

Rural 66.5 80.6 134

Customers of BSNL were less satisfied with speed of the broadband connection.

6C.1.5 Customer Satisfaction with Maintainability


Maintainability.

[BENCHMARK≥85%]

On an overall basis, BSNL did not meet the benchmark laid down by TRAI.

BSNL met the benchmark in the rural areas.

83 83 82 82 90 90

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6C.1.6 Customer Satisfaction with Supplementary Services


supplementary services.

[BENCHMARK≥85%]

On an overall basis, BSNL was able to meet the benchmark laid down by TRAI.

All the rural customers were satisfied with the supplementary & value added services.

6C.1.7 Customer Satisfaction with Overall Service Quality


overall service quality.

[BENCHMARK≥85%]


99 99 99 99 100 100

0102030405060708090

100

BSNL Overall


82 82 82 82 79 79

0

10

20

30

40

50

60

70

80

90

100

BSNL Overall




31st

January, 2012

6C.2 Awareness of Grievance Redressal Mechanism and Experience among

Broadband Service subscribers

6C.2.1 Awareness and experience of Call Centre

6C.2.1.1 The following table shows the percentage of customers aware about the call

centre number of their service provider to make complaint/ query.


BSNL

Total 94.9 1224

Urban 97.2 1090

Rural 75.4 134

On an overall basis, 94.9% of broadband customers said that they were aware about the


6C.2.1.2The following table shows the percentage of customers who had complained in

last 6 months to the toll free call centre/customer care/help-line telephone number.


BSNL

Total 37.0 1224

Urban 40.5 1090

Rural 9.0 134

On an overall basis, only 37% of all broadband customers said that they had

complained in the last 6 months to the toll free call centre/ customer care/ help-line

telephone number.

6C.2.1.3 The following table shows the percentage of customers who received or did not

receive the docket number for their complaints.

Service providers

% customers

Base

Who received the docket no.

for their complaints

Who had not received the docket no.

for their complaints

Who had received the docket no. on request

Who had not received the docket no.

even on request

Refused to register the complaints

BSNL

Total 52.5 44.8 0.7 1.1 0.9 453

Urban 52.6 44.9 0.7 0.9 0.9 441

Rural 50.0 41.7 0.0 8.3 0.0 12

On an overall basis, 52.5% of all broadband customers, who had complained, claimed

that they received a docket number for their complaints.

On an overall basis, 44.8% of all broadband customers, who had complained, said

that they did not receive docket numbers for their complaints.

On an overall basis, 0.7% of all broadband customers, who had complained, said

that they received docket numbers on request.

On an overall basis, 1.1% of all broadband customers, who had complained said that

they did not receive docket numbers even on request.

On an overall basis, 0.9% of all broadband customers, who had complained, said that

their complaint was refused to be registered.



31st

January, 2012

6C.2.1.4 The following table shows the percentage of customers who were informed about

the action taken on their complaint by the call centre.


BSNL

Total 8.6 453

Urban 8.2 441

Rural 25.0 12

On an overall basis, 8.6% the broadband customers, who had complained, said that they

were informed about the action taken on their complaint by the call centre.

6C.2.1.5The following table shows the percentage of satisfied customers on account of

complaint resolution.


BSNL

Total 59.4 453

Urban 59.4 441

Rural 58.3 12

On an overall basis, 59.4% of the broadband customers, who had lodged complaints,

said that they were satisfied with the system of resolving of their complaints by call

centre/ customer care/ helpline.

6C.2.1.6 The following table shows the percentage of customers who cited different

reasons for dissatisfaction with call centre.

Service providers

Reasons for dissatisfaction with customer care

Base

Dif

fic

ult

to

co

nn

ec

t to

ca

ll

ce

ntr

e e

xe

cu

tiv

e

Cu

sto

me

r ca

re e

xe

cu

tiv

e

no

t p

oli

te/c

ou

rteo

us

Cu

sto

me

r ca

re e

xe

cu

tiv

e

no

t e

qu

ipp

ed

wit

h

ad

eq

ua

te i

nfo

rma

tio

n

Tim

e t

ak

en

by

ca

ll c

en

tre

for

red

res

sal

of

co

mp

lain

ts is

to

o lo

ng

Cu

sto

me

r ca

re e

xe

cu

tiv

e

no

t a

ble

to

un

de

rsta

nd

the

pro

ble

m

Oth

ers

BSNL

Total 66.3 1.7 1.7 29.8 2.2 0.0 184

Urban 66.5 1.7 1.7 29.5 2.3 0.0 179

Rural 60.0 0.0 0.0 40.0 0.0 0.0 5

The main reason for dissatisfaction with customer care was difficulty in connecting to

the customer care executive.

Time taken by the call centre for the resolution of complaints was another major reason for

dissatisfaction.



31st

January, 2012

6C.2.1.7 The following table shows the percentage of customers who got their billing

complaint resolved satisfactorily by call centre/customer care within four weeks after

they lodged their complaint.


BSNL

Total 5.1 453

Urban 4.3 441

Rural 33.3 12

On an overall basis, 5.1% of the customers, who had made billing complaints, said that

they were satisfied with the resolution of their billing complaint by call centre/customer

care within four weeks after they lodged their complaint.

6C.2.2 Awareness and experience of Nodal Officer

6C.2.2.1The following table shows the percentage of customers who were aware about

the contact details of the nodal officer.


BSNL

Total 2.9 1224

Urban 2.4 1090

Rural 6.7 134


the contact details of the Nodal Officer.

6C.2.2.2 The following table shows the percentage of customers who had complained to

the nodal officer regarding their complaints not resolved or unsatisfactorily resolved

by the call center/customer care.


BSNL

Total 31.4 35

Urban 34.6 26

Rural 22.2 9

On an overall basis, only 31.4% of those customers, who were aware of the Nodal

Officer, had complained to the Nodal Officer regarding their complaints not being

resolved or unsatisfactorily resolved by the call center/customer care.

6C.2.2.3The following table shows the percentage of customers who were intimated by

the Nodal Officer about the decision taken on their complaint.


BSNL

Total 72.7 11

Urban 77.8 9

Rural 50.0 2

On an overall basis, 72.7% of the customers were intimated by the nodal officer about

the decision taken on their complaints.



31st

January, 2012

6C.2.2.4The following table shows the percentage of customers satisfied with the redressal

of the complaint by the Nodal Officer.


BSNL

Total 81.8 11

Urban 88.9 9

Rural 50.0 2

On an overall basis, 81.8% of the customers were satisfied with the redressal of the

complaint by the nodal officer.

6C.2.2.5The following table shows the percentage of customers who cited different

reasons for dissatisfaction with Nodal Officer.

Service providers

Reasons for dissatisfaction with nodal officer

Base

Dif

fic

ult

to

co

nn

ec

t to

No

da

l o

ffic

er

No

da

l o

ffic

er

no

t

po

lite

/co

urt

eo

us

No

da

l o

ffic

er

no

t e

qu

ipp

ed

wit

h a

de

qu

ate

in

form

ati

on

Tim

e t

ak

en

by

no

da

l o

ffic

er

for

red

res

sal

of

co

mp

lain

ts

is t

oo

lo

ng

No

da

l o

ffic

er

no

t a

ble

to

un

de

rsta

nd

th

e p

rob

lem

Oth

ers

BSNL

Total 0.0 0.0 0.0 100.0 0.0 0.0 2

Urban 0.0 0.0 0.0 100.0 0.0 0.0 1

Rural 0.0 0.0 0.0 100.0 0.0 0.0 1

On an overall basis, all the customers claimed that time taken by nodal officer

for redressal of complaints is too long.

6C.2.3 Awareness and experience of Appellate Authority

6C.2.3.1The following table shows the percentage of customers who were aware about



BSNL

Total 0.7 1224

Urban 0.5 1090

Rural 3.0 134

On an overall basis, 0.7% of the broadband customers said that they were aware of the

contact details of the Appellate Authority.

Awareness of Appellate Authority was higher among the rural customers.

6C.2.3.2 Incidence of Appeal being filed in the prescribed form in last 6 months.

None of broadband customers appealed to the Appellate Authority.



31st

January, 2012

6C.2.4 General Information

6C.2.4.1The following table shows the percentage of customers who got the Manual

of Practice containing the terms and conditions of service, grievance redressal

mechanism etc. while taking the connection.


BSNL

Total 58.1 1224

Urban 60.2 1090

Rural 41.0 134


Practice. Higher proportion of BSNL customers received the manual of practice.



31st

January, 2012

7. Critical analysis

Performance of the service providers on QoS parameters is outlined below.

7.1 BASIC TELEPHONE SERVICE

7.1.1 Satisfaction with Overall Service Quality

BSNL scored well on the overall service with 91% of the customers being satisfied with it;

however its performance was low in rural areas.

7.1.2 Satisfaction with Provision of Service:

On an overall basis, only 88% of the BSNL customers were satisfied with the provision of

service.

7.1.3 Satisfaction with Billing Performance- Postpaid

On an overall basis, only 58% of the customers were satisfied with the resolution of

the billing complaints.

On an overall basis, only 80.7% of the customers were satisfied with the timely

delivery of bills.

Main reason for dissatisfaction was the unavailability of the item-wise usage

charges details.

7.1.4 Satisfaction with Help Services including Customer Grievance Redressal

Performance of BSNL was low on this parameter as only 60% of the customers were

satisfied.

Most of the customers were dissatisfied with the ease of access of customer care, ease

of getting an option for “talking to customer care executive” and response time taken to

answer the calls.

Performance of BSNL on the other parameters of help services such as problem solving

ability of customer care executive and time taken by call centre to resolve complaints was

also low.

7.1.5 Satisfaction with Network Performance, Reliability & Availability

BSNL performance was low on this parameter as 87% of the customers were satisfied.

In rural areas only 84% of the customers were satisfied.



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January, 2012

7.1.6 Satisfaction with Maintainability

Performance of BSNL was low on this parameter as only 70% of the customers were

satisfied.

In rural areas performance of BSNL was even lower with only 50% of the customers

being satisfied.

7.1.7 Satisfaction with Supplementary and Value Added Services

On an overall basis, only 65%, of the customers were satisfied with the supplementary and

value added services.

In rural areas only 47% of the respondents were satisfied.

7.1.8 Grievance Redressal

Only 29.7% of the customers were informed about the action taken on the complaints.

Only 18.9% of the customers got their billing complaints resolved within four weeks after

lodging the complaint to call centre.

Only 0.4% of the total customers were aware of the contact details of the Nodal Officer.

None of the customers were aware of the contact details of the Appellate Authority.

7.2 CELLULAR MOBILE

7.2.1 Overall Quality of Service

On an overall basis, Aircel, BSNL, Idea, Rel Tel, Uninor and Vodafone failed to meet the

benchmark laid down by TRAI for the overall quality of service.

7.2.2 Provision of Service

All service providers were able to meet the benchmark set by TRAI.

7.2.3 Billing Performance

In the post paid category, only Idea and TTSL were able to meet the benchmark set by

TRAI; while BSNL failed to meet the benchmark.

Post paid customers of BSNL were less satisfied on account of the processing of

resolution of billing complaints.

In prepaid category only Idea, Rel Com, TTSL and Vodafone were able to meet the

benchmark set by TRAI. Performance of other service providers on this parameter was

low as compared to the benchmark laid down by the TRAI.

Prepaid customers were less satisfied with the processing of resolution of billing

complaints.



31st

January, 2012

7.2.4 Help Services

On an overall basis, performance of all service providers on the help services was low.

Performance of all the service providers on all the sub-parameters of the help services

was low.


On an overall basis, performance of all the service providers on network performance,

reliability & availability was low.

In general the performance of most of the service providers was low in the rural areas as

compared to the urban areas.

7.2.6 Maintainability

On an overall basis, performance of all service providers on maintainability was low.

BSNL was the worst performer.

7.2.7 Supplementary Services and value added services

On an overall basis, performance of all service providers was very low for the


Customers were least satisfied with the processing of resolution of complaints.

TTSL and MTS were the worst performers.

7.2.8 Grievance Redressal Mechanism

On an overall basis, only 62.4% of the customers were aware of the call centre number

of their service provider.

On an overall basis, only 1.2% of customers were aware of the contact details of the

Nodal Officer.

On an overall basis, less than 0.5% of the customers were aware of the contact details

of the Appellate Authority.

7.3 BROADBAND SERVICES

7.3.1 Overall quality of service

On an overall basis 82% of the customers were satisfied with the overall quality of

service.

7.3.2 Provision of service

On an overall basis, BSNL failed to meet the benchmark in the rural areas.



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January, 2012

7.3.3 Billing performance

On an overall basis, customers of BSNL were less satisfied with the processing of

resolution of billing complaints.

7.3.4 Help services

On an overall basis, performance of BSNL was low on all the sub-parameters of the help

services.


BSNL failed to meet the benchmark set for the network performance, reliability and

availability.

BSNL customers were less satisfied with the speed of the broadband connection.


On an overall basis, customers of BSNL were less satisfied with the maintainability.

7.3.7 Supplementary services and value added services

BSNL met the benchmark laid down by TRAI for this parameter.

7.3.8 Grievance redressal

On an overall basis of 94.9% of the customers were aware about the toll free number of

the call centre of their service provider.

Very few customers were aware of the contact details of the Nodal Officer and Appellate

Authority.



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January, 2012

8. RECOMMENDATIONS: (QUALITY OF SERVICE)

8.1 BASIC TELEPHONE SERVICE


BSNL needs to improve on this parameter in urban as well as rural areas.


BSNL needs to improve the billing performance in both urban and rural areas.

Processing of resolution of billing complaints needs to be improved.

8.1.3 Help services

A large number of the BSNL customers were not satisfied with all the sub-parameters of

the help services.

There is a strong need to improve its help services in both urban and rural areas.

8.1.4 Network performance, reliability and availability

BSNL needs to improve all the sub-parameter related to network performance, reliability

and availability in both urban and rural areas.


BSNL needs to improve upon this parameter in both, urban and rural areas.


BSNL needs to improve on this parameter in both, urban and rural areas.

8.1.7 Grievance Redressal Mechanism

Awareness about the Nodal officer and Appellate authority is very low and service

provider should make its customers more aware about the same.

8.2 CELLULAR MOBILE


All the service providers need to maintain their performance for the provision of service.



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January, 2012


Among post paid service providers, BSNL needs to improve on this parameter while

others need to maintain it.

Among prepaid service providers, Idea, Rel Com, TTSL and Vodafone need to maintain

their performance while all other service providers need to improve on the prepaid billing

performance.

Processing of resolution of billing complaints needs to be improved by all service

providers.

8.2.3 Help services

All the service providers need to improve their performance for the help services.

Customer care helpline should be easily accessible to customers and responsiveness of

the customer care executives should be improved.

8.2.4 Network performance, reliability and availability

All the service providers need to improve their performance on all the sub-parameters of

the network performance, reliability and availability.


All service providers need to improve on all the sub-parameters related to the

maintainability.

8.2.6 Supplementary & Value added services

There is a strong need for all the service providers to improve upon all the sub-parameter

related to the supplementary and value added services.

8.2.7 Grievance redressal mechanism

There is a need to increase the awareness level of the call centre, Nodal officer and

Appellate authority among customers.

8.3 BROADBAND SERVICES


BSNL needs to improve the provision of service in rural areas while in urban areas it

needs to maintain its performance.



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January, 2012


BSNL needs to improve on the processing of resolution of billing complaints and should

make timely delivery of bills to its customers.

8.3.3 Help services

BSNL should improve all the sub-parameters related to the help services.

8.3.4. Network performance, reliability & availability

BSNL needs to improve on all the sub-parameters especially speed of the broadband

connection.


BSNL needs to improve upon this parameter in urban areas while it need to maintain it in

rural areas.


BSNL needs to maintain its performance on this parameter.

8.3.7 Grievance redressal mechanism

Awareness level about the Nodal Officer and Appellate Authority needs to improve

through appropriate sources.



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January, 2012

ANNEXURE-BASIC TELEPHONE SERVICE

1(a) Have you taken a telephone connection, shifted your connection or had your connection temporarily suspended in the last 6 months?

Service Providers

Yes No Total

BSNL (Total) Count 82 1129 1211

% 6.8 93.2 100

BSNL (Urban) Count 70 988 1058

% 6.6 93.4 100

BSNL (Rural) Count 12 141 153

% 7.8 92.2 100

1(b) In case you have taken a telephone connection in the last 6 months or shifted your connection or had your connection temporarily suspended, how satisfied are you with time taken to provide working phone connection?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 68 1 67 14 0 82

% 82.9 1.2 81.7 17.1 0.0 100

BSNL (Urban) Count 58 0 58 12 0 70

% 82.9 0.0 82.9 17.1 0.0 100

BSNL (Rural) Count 10 1 9 2 0 12

% 83.3 8.3 75.0 16.7 0.0 100

2. Have you been informed in writing, at the time of subscription of service or within a week of activation of service the complete details of your tariff plan?

Service Providers

Yes No Total


% 23.2 76.8 100


% 12.9 87.1 100


% 83.3 16.7 100

3. How satisfied are you with the ease of understanding or with provision of all relevant information related to tariff plans & charges?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 92.6 2.4 90.2 7.3 0.0 100


% 92.8 1.4 91.4 7.1 0.0 100


% 91.6 8.3 83.3 8.3 0.0 100



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B. BILLING RELATED - ONLY FOR POSTPAID CUSTOMERS (FOR PRE-PAID CUSTOMERS GO TO Q 10 (A))

4. How satisfied are you with the time taken to deliver your bills?

Service

Providers

Overall

satisfied=

(A+B)

A-Very

Satisfied

B-

Satisfied

C-

Dissatisfied

D-Very

Dissatisfied Total

BSNL (Total) Count 977 17 960 226 8 1211

% 80.7 1.4 79.3 18.7 0.7 100

BSNL (Urban) Count 880 12 868 171 7 1058

% 83.1 1.1 82.0 16.2 0.7 100


% 63.4 3.3 60.1 35.9 0.7 100

5(a). How satisfied are you with the accuracy & completeness of the bills?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 1077 15 1062 125 9 1211

% 88.9 1.2 87.7 10.3 0.7 100

BSNL (Urban) Count 979 12 967 75 4 1058

% 92.5 1.1 91.4 7.1 0.4 100


% 64.1 2.0 62.1 32.7 3.3 100

5(b). Please specify the reason(s) for your dissatisfaction.

Service Providers

Charges not as

per tariff plan

subscribed

Tariff plan

changed

without informa

tion

Charged for value added services not

subscribed

Charged for

calls/services

not made/u

sed

Details like

item-wise

charges are not provide

d

Calculations are

not clear

Others Total

BSNL (Total) Count 4 14 8 67 30 9 5 134

% 3 10.4 6 50 22.4 6.7 3.7 100

BSNL (Urban)

Count 3 12 7 37 13 6 3 79

% 3.8 15.2 8.9 46.8 16.5 7.6 3.8 100

BSNL (Rural) Count 1 2 1 30 17 3 2 55

% 1.8 3.6 1.8 54.5 30.9 5.5 3.6 100

6. Have you made any billing related complaints in the last 6 months?

Service Providers

Yes No Total


% 11.8 88.2 100


% 12.3 87.7 100


% 8.5 91.5 100



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January, 2012

7. How satisfied are you with the process of resolution of billing complaints?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 58.0 2.1 55.9 42.0 0.0 100


% 57.7 1.5 56.2 42.3 0.0 100


% 61.5 7.7 53.8 38.5 0.0 100

8. How satisfied are you with the clarity of the bills sent by your service provider in terms of transparency and understandability?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 1091 20 1071 115 5 1211

% 90.1 1.7 88.4 9.5 0.4 100

BSNL (Urban) Count 990 14 976 63 5 1058

% 93.5 1.3 92.2 6.0 0.5 100

BSNL (Rural) Count 101 6 95 52 0 153

% 66.0 3.9 62.1 34.0 0.0 100

9. Please specify the reason(s) for your dissatisfaction.

Service Providers

Difficult to read the bill

Difficult to understand

the language

Calculations not clear

Item-wise charges like total minutes of usage of local, STD, ISD calls and charges thereon

not given

Others Total


% 3.3 37.5 8.3 50.8 0.0 100


% 5.9 39.7 10.3 44.1 0.0 100


% 0.0 34.6 5.8 59.6 0.0 100



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January, 2012

C. HELP SERVICES/CUSTOMER CARE INCLUDING CUSTOMER GRIEVANCE REDRESSAL

11. In the last 6 months, have you contacted customer care/ helpline/ call centre of your service provider?

Service Providers

Yes No Total


% 39.0 61.0 100


% 42.6 57.4 100


% 13.7 86.3 100

12(a). How satisfied are you with the ease of access of call centre/customer care or helpline?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 223 1 222 249 0 472

% 47.2 0.2 47.0 52.8 0.0 100

BSNL (Urban) Count 208 0 208 243 0 451

% 46.1 0.0 46.1 53.9 0.0 100


% 71.5 4.8 66.7 28.6 0.0 100

12(b). How satisfied are you with the ease of getting an option for “talking to a customer care executive”?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 223 1 222 249 0 472

% 47.2 0.2 47.0 52.8 0.0 100

BSNL (Urban) Count 210 0 210 241 0 451

% 46.6 0.0 46.6 53.4 0.0 100


% 61.9 4.8 57.1 38.1 0.0 100

13. How satisfied are you with the response time taken to answer your call by a customer care executive?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 264 1 263 208 0 472

% 55.9 0.2 55.7 44.1 0.0 100

BSNL (Urban) Count 246 0 246 205 0 451

% 54.5 0.0 54.5 45.5 0.0 100


% 85.8 4.8 81.0 14.3 0.0 100



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January, 2012

14. How satisfied are you with the problem solving ability of the customer care executive(s)?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 343 0 343 129 0 472

% 72.7 0.0 72.7 27.3 0.0 100

BSNL (Urban) Count 329 0 329 122 0 451

% 72.9 0.0 72.9 27.1 0.0 100


% 66.7 0.0 66.7 33.3 0.0 100

15. How satisfied are you with the time taken by call centre/customer care /helpline to resolve your complaint?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 368 0 368 104 0 472

% 78.0 0.0 78.0 22.0 0.0 100

BSNL (Urban) Count 352 0 352 99 0 451

% 78.0 0.0 78.0 22.0 0.0 100


% 76.2 0.0 76.2 23.8 0.0 100

D. NETWORK PERFORMANCE, RELIABILITY AND AVAILABILITY

16. How satisfied are you with the availability of working telephone (dial tone)?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 1040 28 1012 166 5 1211

% 85.9 2.3 83.6 13.7 0.4 100

BSNL (Urban) Count 910 22 888 143 5 1058

% 86.0 2.1 83.9 13.5 0.5 100

BSNL (Rural) Count 130 6 124 23 0 153

% 84.9 3.9 81.0 15.0 0.0 100

17. How satisfied are you with the ability to make or receive calls easily?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 1054 26 1028 153 4 1211

% 87.0 2.1 84.9 12.6 0.3 100

BSNL (Urban) Count 926 22 904 129 3 1058

% 87.5 2.1 85.4 12.2 0.3 100

BSNL (Rural) Count 128 4 124 24 1 153

% 83.6 2.6 81.0 15.7 0.7 100



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January, 2012

18. How satisfied are you with the voice quality?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 1055 17 1038 154 2 1211

% 87.1 1.4 85.7 12.7 0.2 100

BSNL (Urban) Count 928 15 913 128 2 1058

% 87.7 1.4 86.3 12.1 0.2 100

BSNL (Rural) Count 127 2 125 26 0 153

% 83.0 1.3 81.7 17.0 0.0 100

19. How many times has your telephone connection required repair in the last 6 months?

Service Providers

Nil One time 2-3 times More than 3

times Total

BSNL (Total) Count 678 270 216 47 1211

% 56.0 22.3 17.8 3.9 100

BSNL (Urban) Count 553 246 213 46 1058

% 52.3 23.3 20.1 4.3 100

BSNL (Rural) Count 125 24 3 1 153

% 81.7 15.7 2.0 0.7 100

20. How long did it take generally for repairing the fault after lodging a complaint?

Service Providers

1 day 2-3 days 4-7 days More than 7

days Total

BSNL (Total) Count 146 248 86 53 533

% 27.4 46.5 16.1 9.9 100

BSNL (Urban) Count 130 240 83 52 505

% 25.7 47.5 16.4 10.3 100


% 57.1 28.6 10.7 3.6 100

21. How satisfied are you with the fault repair service?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 374 15 359 132 27 533

% 70.2 2.8 67.4 24.8 5.1 100

BSNL (Urban) Count 360 15 345 118 27 505

% 71.3 3.0 68.3 23.4 5.3 100


% 50.0 0.0 50.0 50.0 0.0 100



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January, 2012

F. SUPPLEMENTARY SERVICES AND VALUE ADDED SERVICES

22. Do you use services like call waiting, call forwarding, voice mail or any other supplementary services / value added services?

Service Providers

Yes No Total


% 1.6 98.4 100


% 1.2 98.8 100


% 3.9 96.1 100

23. How satisfied are you with the quality of the supplementary services / value added service provided?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 73.7 10.5 63.2 26.3 0.0 100


% 84.6 15.4 69.2 15.4 0.0 100


% 50.0 0.0 50.0 50.0 0.0 100

24(a). How satisfied are you with the process of activating value added services or the process of unsubscribing?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 68.5 5.3 63.2 31.6 0.0 100


% 69.2 0.0 69.2 30.8 0.0 100


% 66.7 16.7 50.0 33.3 0.0 100

24(b).Please tell me reasons for your dissatisfaction

Service Providers

Not informed of

charges Activated without

consent

Not informed about toll free

number for unsubscribing

Total

BSNL (Total) Count 6 0 0 6

% 100.0 0.0 0.0 100

BSNL (Urban) Count 4 0 0 4

% 100.0 0.0 0.0 100

BSNL (Rural) Count 2 0 0 2

% 100.0 0.0 0.0 100



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January, 2012

25. In the last 6 months have you faced the problem of unauthorized activation of VAS by your service provider?

Service Providers

Yes No Total


% 1.1 98.9 100


% 0.9 99.1 100


% 2.0 98.0 100

25(a). How satisfied are you with the resolution of your complaint for deactivation of VAS?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 46.2 7.7 38.5 53.8 0.0 100


% 60.0 10.0 50.0 40.0 0.0 100


% 0.0 0.0 0.0 100.0 0.0 100

G. OVERALL CUSTOMER SATISFACTION

26(a). How satisfied are you with the overall quality of your telephone service?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total) Count 1104 122 982 104 3 1211

% 91.2 10.1 81.1 8.6 0.2 100

BSNL (Urban) Count 973 121 852 83 2 1058

% 91.9 11.4 80.5 7.8 0.2 100

BSNL (Rural) Count 131 1 130 21 1 153

% 85.7 0.7 85.0 13.7 0.7 100

H. GENERAL INFORMATION

27. What kind of other services are you also taking from this service provider?

Service Providers

Broadband Mobile Other None Total

BSNL (Total) Count 221 159 3 828 1211

% 18.2 13.1 0.2 68.4 100

BSNL (Urban) Count 209 151 2 696 1058

% 19.8 14.3 0.2 65.8 100


% 7.8 5.2 0.7 86.3 100



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28(a). Have you terminated a telephone connection that you had in the last 6 month?

Service Providers

Yes No Total


% 0.2 99.8 100


% 0.1 99.9 100


% 1.3 98.7 100

28(b). If Yes, Please name your service provider?

Service Providers

Airtel BSNL Reliance Tata Total

BSNL (Total) Count 0 3 0 0 3

% 0.0 100.0 0.0 0.0 100

BSNL (Urban) Count 0 1 0 0 1

% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100

29. How many days were taken for termination of your telephone connection?

Service Providers

1 day 2-3 days 4-7 days More than 7

days Total


% 33.3 33.3 33.3 0.0 100


% 0.0 100.0 0.0 0.0 100


% 50.0 0.0 50.0 0.0 100

30. Are you aware that in case your fault was not repaired within 3 days you are entitled for rent rebate?

Service Providers

Yes No Total


% 10.7 89.3 100


% 8.2 91.8 100


% 27.5 72.5 100



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January, 2012

31. Are you aware about the facility for registering your telephone number with the service provider for not receiving unwanted tele marketing calls/SMS?

Service Providers

Yes No Total


% 13.6 86.4 100


% 13.0 87.0 100


% 17.6 82.4 100

32(a). Have you registered with your service provider for not receiving any unwanted tele marketing calls/SMS?

Service Providers

Yes No Total


% 0.6 99.4 100


% 0.0 100.0 100


% 3.7 96.3 100

32(b). Is there a significant reduction in number of unwanted tele marketing calls/SMS received even after registering?

Service Providers

Stopped receiving

Considerable decrease

Slight decrease

No change Total


% 0.0 0.0 0.0 100.0 100


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 100.0 100

32(c). Have you made any complaint to your service provider on getting such unwanted tele-marketing calls/ SMS even after registering your telephone number?

Service Providers

Yes No Total


% 0.0 100.0 100


% 0.0 0.0 0.0


% 0.0 100.0 100



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January, 2012

32(d). If Yes, then indicate whether……..

Service Providers

Complaint was

registered by the service

provider and informed about the

action taken on the

complaint

Complaint was

registered by the service

provider and did

not inform about

the action

taken on the

complaint

Service Provider

refused to register the complaint

Difficult to lodge the complaint

Total


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0

33. On a scale of 1 – 10 where “10” is “Very Good” and “1” is “Very Poor”, how do you rate your service provider?

Service Providers

1 2 3 4 5 6 7 8 9 10 Total

BSNL (Total) Count 0 13 31 33 97 204 424 323 74 12 1211

% 0.0 1.1 2.6 2.7 8.0 16.8 35.0 26.7 6.1 1.0 100

BSNL (Urban) Count 0 12 29 25 79 168 366 296 72 11 1058

% 0.0 1.1 2.7 2.4 7.5 15.9 34.6 28.0 6.8 1.0 100

BSNL (Rural) Count 0 1 2 8 18 36 58 27 2 1 153

% 0.0 0.7 1.3 5.2 11.8 23.5 37.9 17.6 1.3 0.7 100

QUESTIONNAIRE FOR ASSESSMENT OF IMPLEMENTATION AND EFFECTIVENESS OF TELECOM

CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCES REGULATIONS, 2007

34(a). Are you aware of the call centre telephone number of your telecom service provider for making complaints/ query??

Service Providers

Yes No Total


% 86.5 13.5 100


% 89.1 10.9 100


% 68.6 31.4 100



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January, 2012

34(b). Have you made any complaint within last 6 months to the toll free Call Centre/ Customer Care/

Helpline telephone number?

Service

Providers Yes No Total


% 15.3 84.7 100


% 15.7 84.3 100


% 12.4 87.6 100

35. With respect to complaint made by you to the call centre, please specify which of these was most applicable to you?

Service Providers

Complaint was

registered and

docket number

Received

Complaint was

registered and

docket number

not Received

Complaint was

registered and

docket number provided

on request

Complaint was

registered and

docket number


Refused to register

the complaint

Total


% 37.8 53.0 7.0 2.2 0.0 100


% 39.2 51.8 6.6 2.4 0.0 100


% 26.3 63.2 10.5 0.0 0.0 100

36. Did the Call Centre inform you about the action taken on your complaint?

Service Providers Yes No Total


% 29.7 70.3 100


% 27.7 72.3 100


% 47.4 52.6 100

37. Was your billing/ charging complaint resolved satisfactorily by call centre/customer care within four weeks after lodging of the complaint?

Service Providers

Yes No Not applicable Total


% 18.9 61.6 19.5 100


% 17.5 63.3 19.3 100


% 31.6 47.4 21.1 100



31st

January, 2012

38. In case the complaint has not been resolved by the call centre, you can contact the next level called as Nodal Officer. Are you aware of the contact details of the Nodal Officer?

Service Providers

Yes No Total


% 0.4 99.6 100


% 0.4 99.6 100


% 0.7 99.3 100

39(a). Have you ever made a complaint to the Nodal Officer regarding your complaints not resolved or unsatisfactorily resolved by the Call Center/Customer Care?

Service Providers

Yes No Total


% 0.0 100.0 100


% 0.0 100.0 100


% 0.0 100.0 100

39(b). Were you able to contact the Nodal officer without difficulty?

Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0

40. Did the Nodal Officer intimate you about the decision taken on your complaint?

Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012

41. How satisfied are you with the redressal of the complaint by the Nodal Officer?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

42. Please specify the reason(s) for your dissatisfaction. [MULTIPLE CODE]

Service Providers

Difficult to connect to the Nodal

Officer

Nodal Officer not

polite/courteous

Time taken by Nodal

Officer for redressal of complaint is

to long

Nodal Officer was unable to

understand the problem

Total


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0

43. In case the complaint has not been resolved by the Nodal Officer or you are not satisfied with the decision taken by the Nodal Officer, you can file an appeal to the Appellate Authority of the service provider. Are you aware of the contact details of the Appellate Authority for filing of appeals?

Service Providers Yes No Total


% 0.0 100.0 100


% 0.0 100.0 100


% 0.0 100.0 100

44. Have you filed any appeal in last 6 months?

Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012

45. Did you receive any acknowledgement?

Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0

46. Did the appellate authority take a decision upon your appeal within 3 months of filing the appeal?

Service Providers Yes No Appeal filed only recently

Total


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0

50. Have you been provided the Manual of Practice, containing the terms and conditions of service, toll free number of Call Centre and contact detail of Nodal Officer and Appellate Authority for complaint redressal etc., while subscribing the new telephone connection?”

Service Providers

Yes No Do not

remember Total


% 56.7 13.5 29.8 100


% 59.1 12.2 28.7 100


% 40.5 22.2 37.3 100



31st

January, 2012

ANNEXURE-CELLULAR MOBILE SERVICES

1. How satisfied are you with the process and time taken to activate the mobile connection, after you applied and completed all formalities?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Aircel (Total) Count 587 8 579 12 1 600

% 97.8 1.3 96.5 2 0.2 100

Aircel (Urban) Count 457 6 451 11 1 469

% 97.5 1.3 96.2 2.3 0.2 100

Aircel (Rural) Count 130 2 128 1 0 131

% 99.2 1.5 97.7 0.8 0.0 100

Airtel (Total) Count 637 11 626 16 1 654

% 97.4 1.7 95.7 2.4 0.2 100

Airtel (Urban) Count 455 7 448 16 1 472

% 96.4 1.5 94.9 3.4 0.2 100

Airtel (Rural) Count 182 4 178 0 0 182

% 100 2.2 97.8 0.0 0.0 100

BSNL (Total) Count 1167 34 1133 41 1 1209

% 96.5 2.8 93.7 3.4 0.1 100

BSNL (Urban) Count 842 25 817 30 1 873

% 96.5 2.9 93.6 3.4 0.1 100

BSNL (Rural) Count 325 9 316 11 0 336

% 96.7 2.7 94 3.3 0.0 100

Idea (Total) Count 619 12 607 1 3 623

% 99.3 1.9 97.4 0.2 0.5 100

Idea (Urban) Count 470 5 465 1 3 474

% 99.2 1.1 98.1 0.2 0.6 100

Idea (Rural) Count 149 7 142 0 0 149

% 100 4.7 95.3 0.0 0.0 100

MTS (Total) Count 600 9 591 6 1 607

% 98.9 1.5 97.4 1 0.2 100

MTS (Urban) Count 500 3 497 4 1 505

% 99 0.6 98.4 0.8 0.2 100

MTS (Rural) Count 100 6 94 2 0 102

% 98.1 5.9 92.2 2 0.0 100

Rel Com (Total) Count 685 12 673 0 0 685

% 100 1.8 98.2 0.0 0.0 100

Rel Com (Urban)

Count 595 9 586 0 0 595

% 100 1.5 98.5 0.0 0.0 100

Rel Com (Rural) Count 90 3 87 0 0 90

% 100 3.3 96.7 0.0 0.0 100

Rel Tel (Total) Count 617 10 607 6 0 623

% 99 1.6 97.4 1 0.0 100

Rel Tel (Urban) Count 432 6 426 6 0 438

% 98.7 1.4 97.3 1.4 0.0 100

Rel Tel (Rural) Count 185 4 181 0 0 185

% 100 2.2 97.8 0.0 0.0 100

TTSL (Total) Count 598 9 589 2 0 600

% 99.7 1.5 98.2 0.3 0.0 100

TTSL (Urban) Count 479 6 473 2 0 481

% 99.5 1.2 98.3 0.4 0.0 100

TTSL (Rural) Count 119 3 116 0 0 119

% 100 2.5 97.5 0.0 0.0 100

Uninor (Total) Count 593 12 581 10 3 606

% 97.9 2 95.9 1.7 0.5 100

Uninor (Urban) Count 450 8 442 9 3 462

% 97.4 1.7 95.7 1.9 0.6 100

Uninor (Rural) Count 143 4 139 1 0 144

% 99.3 2.8 96.5 0.7 0.0 100



31st

January, 2012

1. How satisfied are you with the process and time taken to activate the mobile connection, after you applied and completed all formalities?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Vodafone (Total) Count 604 10 594 8 0 612

% 98.7 1.6 97.1 1.3 0.0 100

Vodafone (Urban)

Count 399 6 393 7 0 406

% 98.3 1.5 96.8 1.7 0.0 100

Vodafone (Rural) Count 205 4 201 1 0 206

% 99.5 1.9 97.6 0.5 0.0 100

Overall Count 6707 127 6580 102 10 6819

% 98.4 1.9 96.5 1.5 0.1 100

Overall (Urban) Count 5079 81 4998 86 10 5175

% 98.2 1.6 96.6 1.7 0.2 100

Overall (Rural) Count 1628 46 1582 16 0 1644

% 99.0 2.8 96.2 1.0 0.0 100



31st

January, 2012


Service Providers

Yes No Total

Aircel (Total) Count 370 230 600

% 61.7 38.3 100

Aircel (Urban) Count 241 228 469

% 51.4 48.6 100

Aircel (Rural) Count 129 2 131

% 98.5 1.5 100

Airtel (Total) Count 394 260 654

% 60.2 39.8 100

Airtel (Urban) Count 233 239 472

% 49.4 50.6 100

Airtel (Rural) Count 161 21 182

% 88.5 11.5 100


% 48.4 51.6 100


% 37.8 62.2 100


% 75.9 24.1 100

Idea (Total) Count 433 190 623

% 69.5 30.5 100

Idea (Urban) Count 285 189 474

% 60.1 39.9 100

Idea (Rural) Count 148 1 149

% 99.3 0.7 100

MTS (Total) Count 414 193 607

% 68.2 31.8 100

MTS (Urban) Count 314 191 505

% 62.2 37.8 100

MTS (Rural) Count 100 2 102

% 98 2 100

Rel Com (Total) Count 433 252 685

% 63.2 36.8 100

Rel Com (Urban) Count 350 245 595

% 58.8 41.2 100

Rel Com (Rural) Count 83 7 90

% 92.2 7.8 100

Rel Tel (Total) Count 416 207 623

% 66.8 33.2 100

Rel Tel (Urban) Count 234 204 438

% 53.4 46.6 100

Rel Tel (Rural) Count 182 3 185

% 98.4 1.6 100

TTSL (Total) Count 385 215 600

% 64.2 35.8 100

TTSL (Urban) Count 266 215 481

% 55.3 44.7 100

TTSL (Rural) Count 119 0 119

% 100 0.0 100

Uninor (Total) Count 440 166 606

% 72.6 27.4 100

Uninor (Urban) Count 297 165 462

% 64.3 35.7 100

Uninor (Rural) Count 143 1 144

% 99.3 0.7 100

Vodafone (Total) Count 426 186 612

% 69.6 30.4 100

Vodafone (Urban) Count 224 182 406

% 55.2 44.8 100

Vodafone (Rural) Count 202 4 206

% 98.1 1.9 100



31st

January, 2012


Service Providers

Yes No Total

Overall Count 4296 2523 6819

% 63.0 37.0 100

Overall (Urban) Count 2774 2401 5175

% 53.6 46.4 100

Overall (Rural) Count 1522 122 1644

% 92.6 7.4 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 97.6 0.3 97.3 2.3 0.0 100


% 97.2 0.2 97 2.8 0.0 100


% 99.3 0.8 98.5 0.8 0.0 100


% 95.6 0.5 95.1 4.3 0.2 100


% 95.3 0.4 94.9 4.4 0.2 100


% 96.1 0.5 95.6 3.8 0.0 100

BSNL (Total) Count 1123 17 1106 82 4 1209

% 92.9 1.4 91.5 6.8 0.3 100

BSNL (Urban) Count 819 16 803 52 2 873

% 93.8 1.8 92 6 0.2 100

BSNL (Rural) Count 304 1 303 30 2 336

% 90.5 0.3 90.2 8.9 0.6 100

Idea (Total) Count 623 14 609 0 0 623

% 100 2.2 97.8 0.0 0.0 100

Idea (Urban) Count 474 11 463 0 0 474

% 100 2.3 97.7 0.0 0.0 100

Idea (Rural) Count 149 3 146 0 0 149

% 100 2 98 0.0 0.0 100

MTS (Total) Count 600 13 587 5 2 607

% 98.8 2.1 96.7 0.8 0.3 100

MTS (Urban) Count 499 7 492 4 2 505

% 98.8 1.4 97.4 0.8 0.4 100

MTS (Rural) Count 101 6 95 1 0 102

% 99 5.9 93.1 1 0.0 100


% 99.8 1 98.8 0.1 0.0 100

Rel Com (Urban) Count 594 4 590 1 0 595

% 99.9 0.7 99.2 0.2 0.0 100


% 100 3.3 96.7 0.0 0.0 100


% 99.1 1.3 97.8 0.8 0.2 100


% 98.6 1.1 97.5 1.1 0.2 100


% 100 1.6 98.4 0.0 0.0 100

TTSL (Total) Count 598 7 591 2 0 600

% 99.7 1.2 98.5 0.3 0.0 100

TTSL (Urban) Count 479 4 475 2 0 481

% 99.6 0.8 98.8 0.4 0.0 100

TTSL (Rural) Count 119 3 116 0 0 119

% 100 2.5 97.5 0.0 0.0 100


% 98.2 1.5 96.7 1.8 0.0 100


% 97.6 1.7 95.9 2.4 0.0 100


% 100 0.7 99.3 0.0 0.0 100


% 96.4 0.8 95.6 3.6 0.0 100

Vodafone (Urban) Count 387 4 383 19 0 406

% 95.3 1 94.3 4.7 0.0 100


% 98.6 0.5 98.1 1.5 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 6641 85 6556 170 8 6819

% 97.3 1.2 96.1 2.5 0.1 100


% 97.4 1.2 96.2 2.5 0.1 100


% 97.3 1.4 95.9 2.6 0.1 100



31st

January, 2012

BILLING RELATED- PREPAID CUSTOMERS

4(a). How satisfied are you with the accuracy of charges for the services used such as call, SMS, GPRS etc?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 96.2 0.5 95.7 3.5 0.3 100


% 95.3 0.4 94.9 4.3 0.4 100


% 99.3 0.8 98.5 0.8 0.0 100


% 93.7 1.2 92.5 6 0.3 100


% 93.5 1.3 92.2 6.1 0.4 100


% 94.5 1.1 93.4 5.5 0.0 100

BSNL (Total) Count 1119 15 1104 68 10 1197

% 93.5 1.3 92.2 5.7 0.8 100

BSNL (Urban) Count 819 13 806 41 7 867

% 94.5 1.5 93 4.7 0.8 100

BSNL (Rural) Count 300 2 298 27 3 330

% 90.9 0.6 90.3 8.2 0.9 100

Idea (Total) Count 574 6 568 1 0 575

% 99.8 1 98.8 0.2 0.0 100

Idea (Urban) Count 428 2 426 1 0 429

% 99.8 0.5 99.3 0.2 0.0 100

Idea (Rural) Count 146 4 142 0 0 146

% 100 2.7 97.3 0.0 0.0 100

MTS (Total) Count 589 9 580 16 2 607

% 97.1 1.5 95.6 2.6 0.3 100

MTS (Urban) Count 488 7 481 15 2 505

% 96.6 1.4 95.2 3 0.4 100

MTS (Rural) Count 101 2 99 1 0 102

% 99.1 2 97.1 1 0.0 100


% 99.4 0.7 98.7 0.3 0.3 100

Rel Com (Urban)

Count 591 3 588 2 2 595

% 99.3 0.5 98.8 0.3 0.3 100

Rel Com (Rural)

Count 90 2 88 0 0 90

% 100 2.2 97.8 0.0 0.0 100


% 97.6 1.6 96 2.4 0.0 100


% 96.8 0.9 95.9 3.2 0.0 100


% 99.4 3.2 96.2 0.5 0.0 100

TTSL (Total) Count 586 7 579 4 2 592

% 99 1.2 97.8 0.7 0.3 100

TTSL (Urban) Count 469 5 464 3 2 474

% 99 1.1 97.9 0.6 0.4 100

TTSL (Rural) Count 117 2 115 1 0 118

% 99.2 1.7 97.5 0.8 0.0 100


% 94.7 2.3 92.4 5 0.3 100


% 93.5 1.9 91.6 6.3 0.2 100


% 98.6 3.5 95.1 0.7 0.7 100

Vodafone (Total)

Count 594 4 590 18 0 612

% 97.1 0.7 96.4 2.9 0.0 100

Vodafone (Urban)

Count 389 3 386 17 0 406

% 95.8 0.7 95.1 4.2 0.0 100

Vodafone (Rural)

Count 205 1 204 1 0 206

% 99.5 0.5 99 0.5 0.0 100



31st

January, 2012

4(a). How satisfied are you with the accuracy of charges for the services used such as call, SMS, GPRS etc?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 6515 81 6434 214 22 6751

% 96.5 1.2 95.3 3.2 0.3 100

Overall (Urban)

Count 4928 54 4874 171 18 5117

% 96.4 1.1 95.3 3.3 0.4 100


% 97.2 1.7 95.5 2.6 0.2 100



31st

January, 2012


Service Providers

Charges not as per tariff plan

subscribed

Tariff plan changed without

information

Charged for value

added services

not subscribed

Charged for calls/services

not made/used

Others Total


% 26.1 30.4 30.4 26.1 0.0 100.0


% 27.3 31.8 27.3 27.3 0.0 100.0


% 0.0 0.0 100.0 0.0 0.0 100.0


% 17.1 24.4 22.0 31.7 7.3 100.0


% 22.6 29.0 25.8 25.8 0.0 100.0


% 0.0 10.0 10.0 50.0 30.0 100.0


% 6.4 32.1 35.9 17.9 12.8 100.0


% 8.3 35.4 41.7 16.7 6.3 100.0


% 3.3 26.7 26.7 20.0 23.3 100.0

Idea (Total) Count 0 0 0 1 0 1

% 0.0 0.0 0.0 100 0.0 100

Idea (Urban) Count 0 0 0 1 0 1

% 0.0 0.0 0.0 100 0.0 100

Idea (Rural) Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

MTS (Total) Count 5 5 3 4 1 18

% 27.8 27.8 16.7 22.2 5.6 100.0

MTS (Urban) Count 5 5 2 4 1 17

% 29.4 29.4 11.8 23.5 5.9 100.0

MTS (Rural) Count 0 0 1 0 0 1

% 0.0 0.0 100.0 0.0 0.0 100.0


% 0.0 25 50 25 0.0 100

Rel Com (Urban)

Count 0 1 2 1 0 4

% 0.0 25 50 25 0.0 100

Rel Com (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 13.3 73.3 6.7 6.7 0.0 100.0


% 7.1 78.6 7.1 7.1 0.0 100.0


% 100.0 0.0 0.0 0.0 0.0 100.0

TTSL (Total) Count 1 2 1 2 0 6

% 16.7 33.3 16.7 33.3 0.0 100.0

TTSL (Urban) Count 1 2 0 2 0 5

% 20.0 40.0 0.0 40.0 0.0 100.0

TTSL (Rural) Count 0 0 1 0 0 1

% 0.0 0.0 100.0 0.0 0.0 100.0


% 37.5 34.4 31.3 9.4 0.0 100.0


% 40.0 36.7 30.0 6.7 0.0 100.0


% 0.0 0.0 50.0 50.0 0.0 100.0



31st

January, 2012


Service Providers


subscribed


information

Charged for value

added services

not subscribed

Charged for calls/services

not made/used

Others Total

Vodafone (Total)

Count 3 4 8 6 0 18

% 16.7 22.2 44.4 33.3 0.0 100.0

Vodafone (Urban)

Count 3 4 8 5 0 17

% 17.6 23.5 47.1 29.4 0.0 100.0

Vodafone (Rural)

Count 0 0 0 1 0 1

% 0.0 0.0 0.0 100.0 0.0 100.0

Overall Count 41 76 69 51 14 236

% 17.4 32.2 29.2 21.6 5.9 100.0

Overall (Urban)

Count 39 67 56 38 4 189

% 20.6 35.4 29.6 20.1 2.1 100.0


% 4.3 19.1 27.7 27.7 21.3 100.0



31st

January, 2012

5(a). Have you made any complaint related to charging/credit/ waiver/ validity/ adjustments in the last 6 months?

Service Providers

Yes No Total


% 20.2 79.8 100


% 20 80 100


% 20.6 79.4 100


% 19.9 80.1 100


% 19.9 80.1 100


% 19.8 80.2 100


% 10.9 89.1 100


% 10.5 89.5 100


% 12.1 87.9 100


% 25.6 74.4 100


% 27.5 72.5 100


% 19.9 80.1 100


% 30.5 69.5 100


% 31.7 68.3 100


% 24.5 75.5 100


% 35.2 64.8 100


% 36.5 63.5 100


% 26.7 73.3 100


% 31.3 68.7 100


% 36.1 63.9 100


% 20 80 100


% 21.3 78.7 100


% 20.3 79.7 100


% 25.4 74.6 100


% 18 82 100


% 17.5 82.5 100


% 19.4 80.6 100


% 17.2 82.8 100


% 17 83 100


% 17.5 82.5 100



31st

January, 2012

5(a). Have you made any complaint related to charging/credit/ waiver/ validity/ adjustments in the last 6 months?

Service Providers

Yes No Total


% 22.1 77.9 100


% 23.0 77.0 100


% 19.1 80.9 100



31st

January, 2012

5(b). How satisfied are you with the resolution of the complaints and the resulting refund/ credit/ waiver of excess charges on account of such resolution of complaints?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 65.3 2.5 62.8 33.1 1.7 100


% 71.3 3.2 68.1 26.6 2.1 100


% 44.4 0.0 44.4 55.6 0.0 100


% 72.3 8.5 63.8 26.9 0.8 100


% 76.6 6.4 70.2 22.3 1.1 100


% 61.1 13.9 47.2 38.9 0.0 100


% 67.2 3.1 64.1 29.8 3.1 100


% 73.6 4.4 69.2 23.1 3.3 100


% 52.5 0.0 52.5 45 2.5 100

Idea (Total) Count 122 2 120 22 3 147

% 83 1.4 81.6 15 2 100

Idea (Urban) Count 102 1 101 13 3 118

% 86.4 0.8 85.6 11 2.5 100


% 68.9 3.4 65.5 31 0.0 100

MTS (Total) Count 144 3 141 34 7 185

% 77.8 1.6 76.2 18.4 3.8 100

MTS (Urban) Count 126 2 124 27 7 160

% 78.8 1.3 77.5 16.9 4.4 100


% 72 4 68 28 0.0 100


% 78 0.4 77.6 19.1 2.9 100

Rel Com (Urban)

Count 173 1 172 37 7 217

% 79.8 0.5 79.3 17.1 3.2 100


% 62.5 0.0 62.5 37.5 0.0 100


% 58.5 2.6 55.9 39 2.6 100


% 60.8 1.9 58.9 36.1 3.2 100


% 48.6 5.4 43.2 51.4 0.0 100


% 71.4 7.1 64.3 28.6 0.0 100


% 76 8.3 67.7 24 0.0 100


% 56.6 3.3 53.3 43.3 0.0 100


% 64.3 2.8 61.5 28.4 7.3 100


% 67.9 2.5 65.4 23.5 8.6 100


% 53.6 3.6 50 42.9 3.6 100



31st

January, 2012

5(b). How satisfied are you with the resolution of the complaints and the resulting refund/ credit/ waiver of excess charges on account of such resolution of complaints?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 72.4 3.8 68.6 26.7 1 100

Vodafone (Urban)

Count 53 4 49 16 0 69

% 76.8 5.8 71 23.2 0.0 100

Vodafone (Rural)

Count 23 0 23 12 1 36

% 63.9 0.0 63.9 33.3 2.8 100

Overall Count 1065 45 1020 387 38 1490

% 71.5 3.0 68.5 26.0 2.6 100


% 75.1 2.9 72.2 22.0 3.0 100


% 58.0 3.5 54.5 41.0 1.0 100



31st

January, 2012

5(c). How satisfied are you with the ease of recharging process and the transparency of recharge offer?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 96.7 2.2 94.5 1.5 1.8 100


% 96.2 2.6 93.6 1.5 2.3 100


% 98.5 0.8 97.7 1.5 0.0 100


% 94.8 2.6 92.2 3.5 1.7 100


% 94.5 2.1 92.4 3.4 2.1 100


% 95.6 3.8 91.8 3.8 0.5 100

BSNL (Total) Count 1134 27 1107 59 4 1197

% 94.8 2.3 92.5 4.9 0.3 100

BSNL (Urban) Count 834 21 813 31 2 867

% 96.2 2.4 93.8 3.6 0.2 100

BSNL (Rural) Count 300 6 294 28 2 330

% 90.9 1.8 89.1 8.5 0.6 100

Idea (Total) Count 559 9 550 8 8 575

% 97.3 1.6 95.7 1.4 1.4 100

Idea (Urban) Count 417 4 413 4 8 429

% 97.2 0.9 96.3 0.9 1.9 100

Idea (Rural) Count 142 5 137 4 0 146

% 97.2 3.4 93.8 2.7 0.0 100

MTS (Total) Count 577 6 571 23 7 607

% 95.1 1 94.1 3.8 1.2 100

MTS (Urban) Count 477 3 474 21 7 505

% 94.5 0.6 93.9 4.2 1.4 100

MTS (Rural) Count 100 3 97 2 0 102

% 98 2.9 95.1 2 0.0 100


% 99.3 1.5 97.8 0.7 0.0 100

Rel Com (Urban)

Count 591 7 584 4 0 595

% 99.4 1.2 98.2 0.7 0.0 100

Rel Com (Rural)

Count 89 3 86 1 0 90

% 98.9 3.3 95.6 1.1 0.0 100


% 99.2 2.2 97 0.5 0.3 100


% 98.9 1.6 97.3 0.7 0.5 100


% 100 3.8 96.2 0.0 0.0 100

TTSL (Total) Count 587 35 552 5 0 592

% 99.1 5.9 93.2 0.8 0.0 100

TTSL (Urban) Count 471 32 439 3 0 474

% 99.4 6.8 92.6 0.6 0.0 100

TTSL (Rural) Count 116 3 113 2 0 118

% 98.3 2.5 95.8 1.7 0.0 100


% 97.4 1.5 95.9 2.1 0.5 100


% 97.4 0.9 96.5 1.9 0.6 100


% 97.3 3.5 93.8 2.8 0.0 100

Vodafone (Total)

Count 604 16 588 5 3 612

% 98.7 2.6 96.1 0.8 0.5 100

Vodafone (Urban)

Count 398 10 388 5 3 406

% 98.1 2.5 95.6 1.2 0.7 100

Vodafone (Rural)

Count 206 6 200 0 0 206

% 100 2.9 97.1 0.0 0.0 100



31st

January, 2012

5(c). How satisfied are you with the ease of recharging process and the transparency of recharge offer?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 6549 156 6393 153 49 6751

% 97.0 2.3 94.7 2.3 0.7 100

Overall (Urban)

Count 4968 110 4858 103 46 5117

% 97.0 2.1 94.9 2.0 0.9 100


% 96.7 2.8 93.9 3.1 0.2 100



31st

January, 2012

5(d). Please specify the reason(s) for your dissatisfaction.

Service Providers

Lack of complete

information about the

offer

Charges/Services not as per

the offer

Delay in activation

of recharge

Non availability of

all denomination

recharge coupon

Others Total


% 25.0 25.0 30.0 30.0 0.0 100.0


% 27.8 27.8 22.2 27.8 0.0 100.0


% 0.0 0.0 100.0 50.0 0.0 100.0


% 20.6 35.3 20.6 26.5 2.9 100.0


% 23.1 30.8 23.1 26.9 0.0 100.0


% 12.5 50.0 12.5 25.0 12.5 100.0


% 19.0 20.6 34.9 23.8 4.8 100.0


% 18.2 21.2 36.4 21.2 9.1 100.0


% 20.0 20.0 33.3 26.7 0.0 100.0


% 18.8 50.0 18.8 12.5 0.0 100.0


% 25.0 58.3 16.7 0.0 0.0 100.0


% 0.0 25.0 25.0 50.0 0.0 100.0


% 43.3 20.0 23.3 20.0 0.0 100.0


% 46.4 17.9 21.4 21.4 0.0 100.0


% 0.0 50.0 50.0 0.0 0.0 100.0


% 80.0 20.0 0.0 40.0 0.0 100.0


% 75.0 25.0 0.0 50.0 0.0 100.0


% 100.0 0.0 0.0 0.0 0.0 100.0


% 40 40 20 20 0.0 100


% 40 40 20 20 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 40.0 20.0 40.0 0.0 100.0


% 0.0 66.7 33.3 0.0 0.0 100.0


% 0.0 0.0 0.0 100.0 0.0 100.0


% 25.0 37.5 25.0 31.3 0.0 100.0


% 25.0 50.0 16.7 25.0 0.0 100.0


% 25.0 0.0 50.0 50.0 0.0 100.0



31st

January, 2012

5(d). Please specify the reason(s) for your dissatisfaction.

Service Providers

Lack of complete

information about the

offer

Charges/Services not as per

the offer

Delay in activation

of recharge

Non availability of

all denomination

recharge coupon

Others Total


% 0.0 25 25 50 0.0 100


% 0.0 25 25 50 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0

Overall Count 50 57 53 52 4 202

% 24.8 28.2 26.2 25.7 2.0 100.0


% 27.5 30.2 24.2 23.5 2.0 100.0


% 17.0 22.6 32.1 32.1 1.9 100.0



31st

January, 2012

5(e). Did you get information regarding call duration, amount deducted for call and balance in the account after every call?

Service Providers

Yes No Total


% 91.3 8.7 100


% 89.8 10.2 100


% 96.9 3.1 100


% 88.4 11.6 100


% 85 15 100


% 97.3 2.7 100


% 94.7 5.3 100


% 96.4 3.6 100


% 90.3 9.7 100


% 85.6 14.4 100


% 80.9 19.1 100


% 99.3 0.7 100


% 94.2 5.8 100


% 93.5 6.5 100


% 98 2 100


% 71.8 28.2 100


% 68.7 31.3 100


% 92.2 7.8 100


% 93.1 6.9 100


% 90.6 9.4 100


% 98.9 1.1 100


% 82.6 17.4 100


% 78.7 21.3 100


% 98.3 1.7 100


% 95.9 4.1 100


% 94.8 5.2 100


% 99.3 0.7 100


% 94 6 100


% 91.6 8.4 100


% 98.5 1.5 100



31st

January, 2012

5(e). Did you get information regarding call duration, amount deducted for call and balance in the account after every call?

Service Providers

Yes No Total


% 89.5 10.5 100


% 87.3 12.7 100


% 96.4 3.6 100



31st

January, 2012

BILLING RELATED-POSTPAID CUSTOMERS


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100

Idea (Rural) Count 3.0 0 3.0 0 0 3

% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Total)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 68 0 68 0 0 68

% 100.0 0.0 100.0 0.0 0.0 100

Overall (Urban)

Count 58 0 58 0 0 58

% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100



31st

January, 2012

7(a). How satisfied are you with the clarity of the bills issued by your service provider in terms of transparency and understandability?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100

Idea (Rural) Count 3.0 0 3.0 0 0 3

% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100



31st

January, 2012


Service Providers

Difficult to read the

bill

Item-wise charges like total minutes of usage of local, STD, ISD calls not given

Calculation not clear

Total

Aircel (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Aircel (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Aircel (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Airtel (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Airtel (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Airtel (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0

Idea (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Idea (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Idea (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

MTS (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

MTS (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

MTS (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Rel Com (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Rel Tel (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Rel Tel (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Rel Tel (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

TTSL (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

TTSL (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

TTSL (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Uninor (Total) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Uninor (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Uninor (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Vodafone (Total)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Vodafone (Rural)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Difficult to read the

bill

Item-wise charges like total minutes of usage of local, STD, ISD calls not given

Calculation not clear

Total

Overall Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Overall (Urban) Count 0 0 0 0

% 0.0 0.0 0.0 0.0

Overall (Rural) Count 0 0 0 0

% 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 91.7 8.3 83.3 0.0 8.3 100


% 100.0 16.7 83.3 0.0 0.0 100


% 83.3 0.0 83.3 0.0 16.7 100


% 93.8 0.0 93.8 6.3 0.0 100


% 93.3 0.0 93.3 6.7 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Total)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 94.1 1.5 92.6 4.4 1.5 100

Overall (Urban)

Count 55 1 54 3 0 58

% 94.8 1.7 93.1 5.2 0.0 100


% 90 0.0 90 0.0 10 100



31st

January, 2012

8(b). Please specify the reason(s) for your dissatisfaction

Service Providers

Charges not as per tariff plan subscribed

Calculations are not clear

Tariff plan changed without information

Charged for value added services not subscribed

Charged for calls/services not made/used

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 100.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 100.0 0.0 100


% 100.0 0.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012

8(b). Please specify the reason(s) for your dissatisfaction

Service Providers

Charges not as per tariff plan subscribed

Calculations are not clear

Tariff plan changed without information

Charged for value added services not subscribed

Charged for calls/services not made/used

Total


% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 75.0 0.0 0.0 25.0 0.0 100


% 100.0 0.0 0.0 0.0 0.0 100


% 0.0 0.0 0.0 100.0 0.0 100



31st

January, 2012

9(a). Have you made any billing related complaints in the last 6 months?

Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 41.7 58.3 100


% 33.3 66.7 100


% 50.0 50.0 100


% 56.3 43.8 100


% 60.0 40.0 100


% 0.0 100.0 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 12.5 87.5 100


% 14.3 85.7 100


% 0.0 100.0 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012

9(a). Have you made any billing related complaints in the last 6 months?

Service Providers

Yes No Total


% 48.5 51.5 100


% 51.7 48.3 100


% 30.0 70.0 100



31st

January, 2012

9(b). How satisfied are you with the process of resolution of billing complaints?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 60.0 20.0 40.0 20.0 20.0 100


% 100.0 50.0 50.0 0.0 0.0 100


% 33.3 0.0 33.3 33.3 33.3 100


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Total)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012

9(b). How satisfied are you with the process of resolution of billing complaints?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 93.9 3.0 90.9 3.0 3.0 100

Overall (Urban)

Count 30 1 29 0 0 30

% 100.0 3.3 96.7 0.0 0.0 100


% 33.3 0.0 33.3 33.3 33.3 100



31st

January, 2012

HELP SERVICES/CUSTOMER CARE INCLUDING CUSTOMER GRIEVANCE REDRESSAL


Service Providers

Yes No Total


% 35 65 100


% 30.5 69.5 100


% 51.1 48.9 100


% 33.6 66.4 100


% 30.5 69.5 100


% 41.8 58.2 100


% 20.1 79.9 100


% 17.2 82.8 100


% 27.7 72.3 100


% 36.4 63.6 100


% 35.4 64.6 100


% 39.6 60.4 100


% 40.2 59.8 100


% 40.8 59.2 100


% 37.3 62.7 100


% 43.9 56.1 100


% 44.4 55.6 100


% 41.1 58.9 100


% 48.5 51.5 100


% 49.3 50.7 100


% 46.5 53.5 100


% 37.3 62.7 100


% 35.8 64.2 100


% 43.7 56.3 100


% 40.4 59.6 100


% 39.6 60.4 100


% 43.1 56.9 100



31st

January, 2012


Service Providers

Yes No Total


% 33 67 100


% 28.8 71.2 100


% 41.3 58.7 100


% 35.5 64.5 100


% 34.1 65.9 100


% 39.8 60.2 100



31st

January, 2012

11. How satisfied are you with the ease of access of call centre/customer care or helpline?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 69.5 1.9 67.6 27.6 2.9 100


% 66.4 0.7 65.7 30.1 3.5 100


% 76.1 4.5 71.6 22.4 1.5 100


% 64.6 4.1 60.5 34.1 1.4 100


% 63.2 2.8 60.4 34.7 2.1 100


% 67.1 6.6 60.5 32.9 0.0 100

BSNL (Total) Count 149 6 143 85 9 243

% 61.3 2.5 58.8 35 3.7 100


% 52.7 4 48.7 42 5.3 100


% 75.3 0.0 75.3 23.7 1.1 100

Idea (Total) Count 174 6 168 50 3 227

% 76.6 2.6 74 22 1.3 100

Idea (Urban) Count 131 2 129 34 3 168

% 78 1.2 76.8 20.2 1.8 100


% 72.9 6.8 66.1 27.1 0.0 100

MTS (Total) Count 165 3 162 59 20 244

% 67.6 1.2 66.4 24.2 8.2 100

MTS (Urban) Count 138 1 137 48 20 206

% 67 0.5 66.5 23.3 9.7 100

MTS (Rural) Count 27 2 25 11 0 38

% 71.1 5.3 65.8 28.9 0.0 100


% 60.8 1 59.8 36.9 2.3 100

Rel Com (Urban)

Count 157 3 154 100 7 264

% 59.4 1.1 58.3 37.9 2.7 100

Rel Com (Rural)

Count 26 0 26 11 0 37

% 70.3 0.0 70.3 29.7 0.0 100


% 62.9 1.3 61.6 34.4 2.6 100


% 60.6 0.9 59.7 35.6 3.7 100


% 68.6 2.3 66.3 31.4 0.0 100

TTSL (Total) Count 157 3 154 63 4 224

% 70.1 1.3 68.8 28.1 1.8 100

TTSL (Urban) Count 113 2 111 55 4 172

% 65.7 1.2 64.5 32 2.3 100


% 84.6 1.9 82.7 15.4 0.0 100


% 69.4 1.6 67.8 26.5 4.1 100


% 76.5 1.6 74.9 19.1 4.4 100


% 48.4 1.6 46.8 48.4 3.2 100

Vodafone (Total)

Count 148 2 146 48 6 202

% 73.3 1 72.3 23.8 3 100

Vodafone (Urban)

Count 81 0 81 31 5 117

% 69.2 0.0 69.2 26.5 4.3 100

Vodafone (Rural)

Count 67 2 65 17 1 85

% 78.9 2.4 76.5 20 1.2 100



31st

January, 2012

11. How satisfied are you with the ease of access of call centre/customer care or helpline?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 1624 44 1580 718 76 2418

% 67.1 1.8 65.3 29.7 3.1 100

Overall (Urban)

Count 1156 24 1132 536 71 1763

% 65.6 1.4 64.2 30.4 4.0 100


% 71.5 3.1 68.4 27.8 0.8 100



31st

January, 2012

12. How satisfied are you with the ease of getting an option for “talking to a customer care executive”?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 70.9 3.3 67.6 28.6 0.5 100


% 68.5 2.8 65.7 30.8 0.7 100


% 76.1 4.5 71.6 23.9 0.0 100


% 68.1 3.6 64.5 31.4 0.5 100


% 70.2 2.8 67.4 29.2 0.7 100


% 64.5 5.3 59.2 35.5 0.0 100

BSNL (Total) Count 177 6 171 65 1 243

% 72.9 2.5 70.4 26.7 0.4 100

BSNL (Urban) Count 109 6 103 40 1 150

% 72.7 4 68.7 26.7 0.7 100


% 73.1 0.0 73.1 26.9 0.0 100

Idea (Total) Count 174 2 172 50 3 227

% 76.7 0.9 75.8 22 1.3 100

Idea (Urban) Count 131 0 131 34 3 168

% 78 0.0 78 20.2 1.8 100


% 72.9 3.4 69.5 27.1 0.0 100

MTS (Total) Count 167 5 162 70 7 244

% 68.4 2 66.4 28.7 2.9 100

MTS (Urban) Count 140 3 137 59 7 206

% 68 1.5 66.5 28.6 3.4 100

MTS (Rural) Count 27 2 25 11 0 38

% 71.1 5.3 65.8 28.9 0.0 100


% 61.1 1 60.1 36.9 2 100

Rel Com (Urban)

Count 158 3 155 100 6 264

% 59.8 1.1 58.7 37.9 2.3 100

Rel Com (Rural)

Count 26 0 26 11 0 37

% 70.3 0.0 70.3 29.7 0.0 100


% 63 1.7 61.3 34.4 2.6 100


% 61.1 1.4 59.7 35.2 3.7 100


% 67.4 2.3 65.1 32.6 0.0 100

TTSL (Total) Count 165 3 162 58 1 224

% 73.6 1.3 72.3 25.9 0.4 100

TTSL (Urban) Count 121 1 120 50 1 172

% 70.4 0.6 69.8 29.1 0.6 100


% 84.6 3.8 80.8 15.4 0.0 100


% 61.6 0.8 60.8 33.5 4.9 100


% 66.1 0.5 65.6 28.4 5.5 100


% 48.4 1.6 46.8 48.4 3.2 100

Vodafone (Total)

Count 150 9 141 52 0 202

% 74.3 4.5 69.8 25.7 0.0 100

Vodafone (Urban)

Count 83 8 75 34 0 117

% 70.9 6.8 64.1 29.1 0.0 100

Vodafone (Rural)

Count 67 1 66 18 0 85

% 78.8 1.2 77.6 21.2 0.0 100



31st

January, 2012

12. How satisfied are you with the ease of getting an option for “talking to a customer care executive”?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 1657 50 1607 721 40 2418

% 68.6 2.1 66.5 29.8 1.7 100

Overall (Urban)

Count 1194 33 1161 531 38 1763

% 67.8 1.9 65.9 30.1 2.2 100


% 70.7 2.6 68.1 29.0 0.3 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 72.4 2.4 70 27.1 0.5 100


% 68.5 2.1 66.4 30.8 0.7 100


% 80.6 3 77.6 19.4 0.0 100


% 65 3.2 61.8 35 0.0 100


% 64.6 2.1 62.5 35.4 0.0 100


% 65.8 5.3 60.5 34.2 0.0 100

BSNL (Total) Count 177 8 169 61 5 243

% 72.8 3.3 69.5 25.1 2.1 100

BSNL (Urban) Count 107 8 99 38 5 150

% 71.3 5.3 66 25.3 3.3 100


% 75.3 0.0 75.3 24.7 0.0 100

Idea (Total) Count 181 32 149 44 2 227

% 79.7 14.1 65.6 19.4 0.9 100

Idea (Urban) Count 139 31 108 27 2 168

% 82.8 18.5 64.3 16.1 1.2 100


% 71.2 1.7 69.5 28.8 0.0 100

MTS (Total) Count 170 4 166 68 6 244

% 69.6 1.6 68 27.9 2.5 100

MTS (Urban) Count 143 1 142 57 6 206

% 69.4 0.5 68.9 27.7 2.9 100

MTS (Rural) Count 27 3 24 11 0 38

% 71.1 7.9 63.2 28.9 0.0 100


% 84.7 16.3 68.4 13.3 2 100

Rel Com (Urban)

Count 230 49 181 28 6 264

% 87.2 18.6 68.6 10.6 2.3 100

Rel Com (Rural)

Count 25 0 25 12 0 37

% 67.6 0.0 67.6 32.4 0.0 100


% 73.8 3.3 70.5 25.2 1 100


% 75.5 3.7 71.8 23.1 1.4 100


% 69.7 2.3 67.4 30.2 0.0 100

TTSL (Total) Count 188 62 126 34 2 224

% 84 27.7 56.3 15.2 0.9 100

TTSL (Urban) Count 144 61 83 26 2 172

% 83.8 35.5 48.3 15.1 1.2 100


% 84.6 1.9 82.7 15.4 0.0 100


% 65.3 0.8 64.5 31 3.7 100


% 70.4 0.5 69.9 25.7 3.8 100


% 50 1.6 48.4 46.8 3.2 100

Vodafone (Total)

Count 142 4 138 59 1 202

% 70.3 2 68.3 29.2 0.5 100

Vodafone (Urban)

Count 75 4 71 41 1 117

% 64.1 3.4 60.7 35 0.9 100

Vodafone (Rural)

Count 67 0 67 18 0 85

% 78.8 0.0 78.8 21.2 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 1791 183 1608 592 35 2418

% 74.1 7.6 66.5 24.5 1.4 100

Overall (Urban)

Count 1321 169 1152 409 33 1763

% 74.9 9.6 65.3 23.2 1.9 100


% 71.7 2.1 69.6 27.9 0.3 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 74.3 1 73.3 25.2 0.5 100


% 71.3 0.0 71.3 28 0.7 100


% 80.6 3 77.6 19.4 0.0 100


% 70.9 1.8 69.1 28.6 0.5 100


% 72.2 0.7 71.5 27.8 0.0 100


% 68.4 3.9 64.5 30.3 1.3 100

BSNL (Total) Count 179 9 170 61 3 243

% 73.7 3.7 70 25.1 1.2 100

BSNL (Urban) Count 106 8 98 42 2 150

% 70.6 5.3 65.3 28 1.3 100


% 78.5 1.1 77.4 20.4 1.1 100

Idea (Total) Count 180 6 174 45 2 227

% 79.3 2.6 76.7 19.8 0.9 100

Idea (Urban) Count 138 6 132 28 2 168

% 82.2 3.6 78.6 16.7 1.2 100


% 71.2 0.0 71.2 28.8 0.0 100

MTS (Total) Count 192 3 189 45 7 244

% 78.7 1.2 77.5 18.4 2.9 100

MTS (Urban) Count 165 1 164 34 7 206

% 80.1 0.5 79.6 16.5 3.4 100

MTS (Rural) Count 27 2 25 11 0 38

% 71.1 5.3 65.8 28.9 0.0 100


% 86 10.3 75.7 12 2 100

Rel Com (Urban)

Count 234 31 203 24 6 264

% 88.6 11.7 76.9 9.1 2.3 100

Rel Com (Rural)

Count 25 0 25 12 0 37

% 67.6 0.0 67.6 32.4 0.0 100


% 74.5 1.3 73.2 24.5 1 100


% 76.4 0.5 75.9 22.2 1.4 100


% 69.8 3.5 66.3 30.2 0.0 100

TTSL (Total) Count 189 9 180 34 1 224

% 84.4 4 80.4 15.2 0.4 100

TTSL (Urban) Count 146 8 138 25 1 172

% 84.9 4.7 80.2 14.5 0.6 100


% 82.7 1.9 80.8 17.3 0.0 100


% 64.1 1.2 62.9 31.8 4.1 100


% 67.2 1.1 66.1 29 3.8 100


% 54.8 1.6 53.2 40.3 4.8 100

Vodafone (Total)

Count 152 1 151 49 1 202

% 75.3 0.5 74.8 24.3 0.5 100

Vodafone (Urban)

Count 85 1 84 31 1 117

% 72.7 0.9 71.8 26.5 0.9 100

Vodafone (Rural)

Count 67 0 67 18 0 85

% 78.8 0.0 78.8 21.2 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 1845 72 1773 538 35 2418

% 76.3 3.0 73.3 22.2 1.4 100

Overall (Urban)

Count 1368 59 1309 365 30 1763

% 77.5 3.3 74.2 20.7 1.7 100


% 72.8 2.0 70.8 26.4 0.8 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 73.3 1.9 71.4 26.2 0.5 100


% 69.9 0.7 69.2 29.4 0.7 100


% 80.6 4.5 76.1 19.4 0.0 100


% 69.1 2.7 66.4 30 0.9 100


% 72.2 1.4 70.8 27.1 0.7 100


% 63.2 5.3 57.9 35.5 1.3 100

BSNL (Total) Count 188 6 182 53 2 243

% 77.4 2.5 74.9 21.8 0.8 100

BSNL (Urban) Count 116 5 111 32 2 150

% 77.3 3.3 74 21.3 1.3 100


% 77.4 1.1 76.3 22.6 0.0 100

Idea (Total) Count 155 6 149 65 7 227

% 68.2 2.6 65.6 28.6 3.1 100

Idea (Urban) Count 113 6 107 48 7 168

% 67.3 3.6 63.7 28.6 4.2 100


% 71.2 0.0 71.2 28.8 0.0 100

MTS (Total) Count 197 3 194 40 7 244

% 80.7 1.2 79.5 16.4 2.9 100

MTS (Urban) Count 170 1 169 29 7 206

% 82.5 0.5 82 14.1 3.4 100

MTS (Rural) Count 27 2 25 11 0 38

% 71.1 5.3 65.8 28.9 0.0 100


% 84.1 10 74.1 14 2 100

Rel Com (Urban)

Count 228 30 198 30 6 264

% 86.4 11.4 75 11.4 2.3 100

Rel Com (Rural)

Count 25 0 25 12 0 37

% 67.6 0.0 67.6 32.4 0.0 100


% 73.5 1.3 72.2 25.5 1 100


% 75.4 0.9 74.5 23.1 1.4 100


% 68.6 2.3 66.3 31.4 0.0 100

TTSL (Total) Count 189 8 181 34 1 224

% 84.4 3.6 80.8 15.2 0.4 100

TTSL (Urban) Count 145 6 139 26 1 172

% 84.3 3.5 80.8 15.1 0.6 100


% 84.6 3.8 80.8 15.4 0.0 100


% 68.5 1.2 67.3 26.5 4.9 100


% 73.2 0.5 72.7 21.9 4.9 100


% 54.8 3.2 51.6 40.3 4.8 100

Vodafone (Total)

Count 152 0 152 50 0 202

% 75.2 0.0 75.2 24.8 0.0 100

Vodafone (Urban)

Count 84 0 84 33 0 117

% 71.8 0.0 71.8 28.2 0.0 100

Vodafone (Rural)

Count 68 0 68 17 0 85

% 80 0.0 80 20 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 1830 70 1760 547 41 2418

% 75.7 2.9 72.8 22.6 1.7 100

Overall (Urban)

Count 1357 54 1303 369 37 1763

% 77.0 3.1 73.9 20.9 2.1 100


% 72.2 2.4 69.8 27.2 0.6 100



31st

January, 2012

NETWORK PERFORMANCE, RELIABILITY AND AVAILABILITY

16. How satisfied are you with the availability of signal of your service provider in your locality?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 83.1 3.3 79.8 16.3 0.5 100


% 87.4 3.8 83.6 12.2 0.4 100


% 67.9 1.5 66.4 31.3 0.8 100


% 91.1 4.7 86.4 8.3 0.6 100


% 91.1 4.7 86.4 8.5 0.4 100


% 91.2 4.9 86.3 7.7 1.1 100

BSNL (Total) Count 976 44 932 220 13 1209

% 80.7 3.6 77.1 18.2 1.1 100

BSNL (Urban) Count 696 30 666 166 11 873

% 79.7 3.4 76.3 19 1.3 100

BSNL (Rural) Count 280 14 266 54 2 336

% 83.4 4.2 79.2 16.1 0.6 100

Idea (Total) Count 533 5 528 83 7 623

% 85.6 0.8 84.8 13.3 1.1 100

Idea (Urban) Count 408 3 405 59 7 474

% 86 0.6 85.4 12.4 1.5 100

Idea (Rural) Count 125 2 123 24 0 149

% 83.9 1.3 82.6 16.1 0.0 100

MTS (Total) Count 509 21 488 92 6 607

% 83.9 3.5 80.4 15.2 1 100

MTS (Urban) Count 419 18 401 80 6 505

% 83 3.6 79.4 15.8 1.2 100

MTS (Rural) Count 90 3 87 12 0 102

% 88.2 2.9 85.3 11.8 0.0 100


% 82.5 1.2 81.3 16.6 0.9 100

Rel Com (Urban)

Count 487 7 480 102 6 595

% 81.9 1.2 80.7 17.1 1 100

Rel Com (Rural)

Count 78 1 77 12 0 90

% 86.7 1.1 85.6 13.3 0.0 100


% 82.2 2.6 79.6 16.5 1.3 100


% 82.8 2.7 80.1 15.8 1.4 100


% 80.6 2.2 78.4 18.4 1.1 100

TTSL (Total) Count 489 10 479 108 3 600

% 81.5 1.7 79.8 18 0.5 100

TTSL (Urban) Count 402 7 395 77 2 481

% 83.6 1.5 82.1 16 0.4 100


% 73.1 2.5 70.6 26.1 0.8 100


% 79.7 3.5 76.2 18.5 1.8 100


% 81.2 3.7 77.5 17.1 1.7 100


% 75 2.8 72.2 22.9 2.1 100



31st

January, 2012

16. How satisfied are you with the availability of signal of your service provider in your locality?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Vodafone (Total)

Count 557 30 527 53 2 612

% 91 4.9 86.1 8.7 0.3 100

Vodafone (Urban)

Count 371 19 352 33 2 406

% 91.4 4.7 86.7 8.1 0.5 100

Vodafone (Rural)

Count 186 11 175 20 0 206

% 90.3 5.3 85 9.7 0.0 100

Overall Count 5719 206 5513 1037 63 6819

% 83.8 3.0 80.8 15.2 0.9 100

Overall (Urban)

Count 4361 153 4208 762 52 5175

% 84.3 3.0 81.3 14.7 1.0 100


% 82.6 3.2 79.4 16.7 0.7 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 83.5 4.7 78.8 16 0.5 100


% 88 5.5 82.5 11.3 0.6 100


% 67.1 1.5 65.6 32.8 0.0 100


% 91.2 8 83.2 8.7 0.2 100


% 91.3 8.7 82.6 8.7 0.0 100


% 90.6 6 84.6 8.8 0.5 100

BSNL (Total) Count 993 43 950 204 12 1209

% 82.2 3.6 78.6 16.9 1 100

BSNL (Urban) Count 716 34 682 146 11 873

% 82 3.9 78.1 16.7 1.3 100

BSNL (Rural) Count 277 9 268 58 1 336

% 82.5 2.7 79.8 17.3 0.3 100

Idea (Total) Count 551 26 525 65 7 623

% 88.5 4.2 84.3 10.4 1.1 100

Idea (Urban) Count 425 26 399 42 7 474

% 89.7 5.5 84.2 8.9 1.5 100

Idea (Rural) Count 126 0 126 23 0 149

% 84.6 0.0 84.6 15.4 0.0 100

MTS (Total) Count 533 11 522 70 4 607

% 87.8 1.8 86 11.5 0.7 100

MTS (Urban) Count 443 7 436 58 4 505

% 87.7 1.4 86.3 11.5 0.8 100

MTS (Rural) Count 90 4 86 12 0 102

% 88.2 3.9 84.3 11.8 0.0 100


% 94.1 17.2 76.9 5.1 0.7 100

Rel Com (Urban)

Count 567 117 450 23 5 595

% 95.3 19.7 75.6 3.9 0.8 100

Rel Com (Rural)

Count 78 1 77 12 0 90

% 86.7 1.1 85.6 13.3 0.0 100


% 87.3 2.2 85.1 12.4 0.3 100


% 90 2.1 87.9 9.8 0.2 100


% 81.1 2.7 78.4 18.4 0.5 100

TTSL (Total) Count 545 29 516 54 1 600

% 90.8 4.8 86 9 0.2 100

TTSL (Urban) Count 458 27 431 22 1 481

% 95.2 5.6 89.6 4.6 0.2 100


% 73.1 1.7 71.4 26.9 0.0 100


% 84.3 3.1 81.2 14 1.7 100


% 86.8 2.8 84 12.3 0.9 100


% 76.4 4.2 72.2 19.4 4.2 100

Vodafone (Total)

Count 563 52 511 47 2 612

% 92 8.5 83.5 7.7 0.3 100

Vodafone (Urban)

Count 374 38 336 30 2 406

% 92.2 9.4 82.8 7.4 0.5 100

Vodafone (Rural)

Count 189 14 175 17 0 206

% 91.8 6.8 85 8.3 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 5982 392 5590 790 47 6819

% 87.7 5.7 82.0 11.6 0.7 100

Overall (Urban)

Count 4622 338 4284 515 38 5175

% 89.3 6.5 82.8 10.0 0.7 100


% 82.7 3.3 79.4 16.7 0.5 100



31st

January, 2012

18. How often does your call drop during conversation?

Service Providers

Very

Frequently Frequently Occasionally Never Total

Aircel (Total) Count 4 80 370 146 600

% 0.7 13.3 61.7 24.3 100

Aircel (Urban) Count 0 46 301 122 469

% 0.0 9.8 64.2 26 100

Aircel (Rural) Count 4 34 69 24 131

% 3.1 26 52.7 18.3 100

Airtel (Total) Count 3 34 404 213 654

% 0.5 5.2 61.8 32.6 100

Airtel (Urban) Count 0 23 300 149 472

% 0.0 4.9 63.6 31.6 100

Airtel (Rural) Count 3 11 104 64 182

% 1.6 6 57.1 35.2 100

BSNL (Total) Count 20 163 708 318 1209

% 1.7 13.5 58.6 26.3 100

BSNL (Urban) Count 14 122 516 221 873

% 1.6 14 59.1 25.3 100


% 1.8 12.2 57.1 28.9 100

Idea (Total) Count 6 74 390 153 623

% 1 11.9 62.6 24.6 100

Idea (Urban) Count 5 55 331 83 474

% 1.1 11.6 69.8 17.5 100

Idea (Rural) Count 1 19 59 70 149

% 0.7 12.8 39.6 47 100

MTS (Total) Count 9 62 271 265 607

% 1.5 10.2 44.6 43.7 100

MTS (Urban) Count 9 51 229 216 505

% 1.8 10.1 45.3 42.8 100

MTS (Rural) Count 0 11 42 49 102

% 0.0 10.8 41.2 48 100

Rel Com (Total) Count 6 109 486 84 685

% 0.9 15.9 70.9 12.3 100

Rel Com (Urban)

Count 6 98 426 65 595

% 1 16.5 71.6 10.9 100

Rel Com (Rural)

Count 0 11 60 19 90

% 0.0 12.2 66.7 21.1 100

Rel Tel (Total) Count 10 97 412 104 623

% 1.6 15.6 66.1 16.7 100

Rel Tel (Urban) Count 9 62 308 59 438

% 2.1 14.2 70.3 13.5 100

Rel Tel (Rural) Count 1 35 104 45 185

% 0.5 18.9 56.2 24.3 100

TTSL (Total) Count 2 107 333 158 600

% 0.3 17.8 55.5 26.3 100

TTSL (Urban) Count 1 76 292 112 481

% 0.2 15.8 60.7 23.3 100

TTSL (Rural) Count 1 31 41 46 119

% 0.8 26.1 34.5 38.7 100

Uninor (Total) Count 13 81 323 189 606

% 2.1 13.4 53.3 31.2 100

Uninor (Urban) Count 6 54 247 155 462

% 1.3 11.7 53.5 33.5 100

Uninor (Rural) Count 7 27 76 34 144

% 4.9 18.8 52.8 23.6 100

Vodafone (Total)

Count 3 41 363 205 612

% 0.5 6.7 59.3 33.5 100

Vodafone (Urban)

Count 3 24 248 131 406

% 0.7 5.9 61.1 32.3 100

Vodafone (Rural)

Count 0 17 115 74 206

% 0.0 8.3 55.8 35.9 100



31st

January, 2012

18. How often does your call drop during conversation?

Service Providers

Very


Overall Count 76 848 4060 1835 6819

% 1.1 12.4 59.5 26.9 100

Overall (Urban) Count 53 611 3198 1313 5175

% 1.0 11.8 61.8 25.4 100

Overall (Rural) Count 23 237 862 522 1644

% 1.4 14.4 52.4 31.8 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 84 5.2 78.8 15.2 0.8 100


% 88.1 6.2 81.9 10.9 1.1 100


% 69.4 1.5 67.9 30.5 0.0 100


% 93.3 3.7 89.6 6.6 0.2 100


% 93.8 3.8 90 6.1 0.0 100


% 91.8 3.3 88.5 7.7 0.5 100

BSNL (Total) Count 924 37 887 266 19 1209

% 76.5 3.1 73.4 22 1.6 100

BSNL (Urban) Count 692 26 666 165 16 873

% 79.3 3 76.3 18.9 1.8 100

BSNL (Rural) Count 232 11 221 101 3 336

% 69.1 3.3 65.8 30.1 0.9 100

Idea (Total) Count 550 31 519 66 7 623

% 88.3 5 83.3 10.6 1.1 100

Idea (Urban) Count 424 30 394 43 7 474

% 89.4 6.3 83.1 9.1 1.5 100

Idea (Rural) Count 126 1 125 23 0 149

% 84.6 0.7 83.9 15.4 0.0 100

MTS (Total) Count 518 30 488 83 6 607

% 85.3 4.9 80.4 13.7 1 100

MTS (Urban) Count 428 27 401 71 6 505

% 84.7 5.3 79.4 14.1 1.2 100

MTS (Rural) Count 90 3 87 12 0 102

% 88.2 2.9 85.3 11.8 0.0 100


% 93.7 18.2 75.5 5.5 0.7 100

Rel Com (Urban)

Count 565 123 442 25 5 595

% 95 20.7 74.3 4.2 0.8 100

Rel Com (Rural)

Count 77 2 75 13 0 90

% 85.5 2.2 83.3 14.4 0.0 100


% 87.2 2.6 84.6 12.2 0.6 100


% 89.7 2.3 87.4 9.6 0.7 100


% 81 3.2 77.8 18.4 0.5 100

TTSL (Total) Count 545 31 514 54 1 600

% 90.9 5.2 85.7 9 0.2 100

TTSL (Urban) Count 458 28 430 22 1 481

% 95.2 5.8 89.4 4.6 0.2 100


% 73.1 2.5 70.6 26.9 0.0 100


% 79.2 3.1 76.1 18.2 2.6 100


% 80.8 3.5 77.3 17.3 1.9 100


% 74.3 2.1 72.2 20.8 4.9 100

Vodafone (Total)

Count 558 37 521 50 4 612

% 91.1 6 85.1 8.2 0.7 100

Vodafone (Urban)

Count 371 23 348 31 4 406

% 91.4 5.7 85.7 7.6 1 100

Vodafone (Rural)

Count 187 14 173 19 0 206

% 90.8 6.8 84 9.2 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 5874 381 5493 877 68 6819

% 86.2 5.6 80.6 12.9 1.0 100

Overall (Urban)

Count 4560 330 4230 559 56 5175

% 88.1 6.4 81.7 10.8 1.1 100


% 79.9 3.1 76.8 19.3 0.7 100



31st

January, 2012

20. How often do you face signal problems?

Service Providers

Very



% 1 18.5 62.3 18.2 100


% 0.4 16 64.8 18.8 100


% 3.1 27.5 53.4 16 100


% 0.3 10.7 65.9 23.1 100


% 0.0 12.1 68.9 19.1 100


% 1.1 7.1 58.2 33.5 100

BSNL (Total) Count 17 204 734 254 1209

% 1.4 16.9 60.7 21 100

BSNL (Urban) Count 13 156 546 158 873

% 1.5 17.9 62.5 18.1 100


% 1.2 14.3 56 28.6 100


% 0.8 8 44.3 46.9 100


% 0.8 6.3 45.8 47 100


% 0.7 13.4 39.6 46.3 100

MTS (Total) Count 10 67 301 229 607

% 1.6 11 49.6 37.7 100

MTS (Urban) Count 10 56 255 184 505

% 2 11.1 50.5 36.4 100


% 0.0 10.8 45.1 44.1 100


% 0.7 5 47.4 46.9 100

Rel Com (Urban)

Count 5 23 265 302 595

% 0.8 3.9 44.5 50.8 100

Rel Com (Rural)

Count 0 11 60 19 90

% 0.0 12.2 66.7 21.1 100


% 1.3 11.4 63.4 23.9 100


% 1.1 8.7 65.5 24.7 100


% 1.6 17.8 58.4 22.2 100

TTSL (Total) Count 2 49 180 369 600

% 0.3 8.2 30 61.5 100


% 0.2 3.7 27.9 68.2 100


% 0.8 26.1 38.7 34.5 100


% 1.5 12.5 66.3 19.6 100


% 0.4 10.4 70.1 19 100


% 4.9 19.4 54.2 21.5 100

Vodafone (Total)

Count 4 66 377 165 612

% 0.7 10.8 61.6 27 100

Vodafone (Urban)

Count 3 49 256 98 406

% 0.7 12.1 63.1 24.1 100

Vodafone (Rural)

Count 1 17 121 67 206

% 0.5 8.3 58.7 32.5 100



31st

January, 2012

20. How often do you face signal problems?

Service Providers

Very


Overall Count 68 798 3795 2158 6819

% 1.0 11.7 55.7 31.6 100


% 0.9 10.6 56.3 32.2 100


% 1.4 15.1 53.6 29.9 100



31st

January, 2012

21. How satisfied are you with the availability of signal in your area?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 80.3 4.5 75.8 18.8 0.8 100


% 83.8 5.3 78.5 15.6 0.6 100


% 67.9 1.5 66.4 30.5 1.5 100


% 86 7.3 78.7 13.8 0.2 100


% 84.7 7.8 76.9 15.3 0.0 100


% 89.5 6 83.5 9.9 0.5 100

BSNL (Total) Count 983 40 943 209 17 1209

% 81.3 3.3 78 17.3 1.4 100

BSNL (Urban) Count 709 27 682 150 14 873

% 81.2 3.1 78.1 17.2 1.6 100

BSNL (Rural) Count 274 13 261 59 3 336

% 81.6 3.9 77.7 17.6 0.9 100

Idea (Total) Count 547 28 519 69 7 623

% 87.8 4.5 83.3 11.1 1.1 100

Idea (Urban) Count 422 27 395 46 6 474

% 89 5.7 83.3 9.7 1.3 100

Idea (Rural) Count 125 1 124 23 1 149

% 83.9 0.7 83.2 15.4 0.7 100

MTS (Total) Count 512 10 502 90 5 607

% 84.3 1.6 82.7 14.8 0.8 100

MTS (Urban) Count 423 9 414 77 5 505

% 83.8 1.8 82 15.2 1 100

MTS (Rural) Count 89 1 88 13 0 102

% 87.3 1 86.3 12.7 0.0 100


% 93.9 18.1 75.8 5.5 0.6 100

Rel Com (Urban)

Count 566 121 445 25 4 595

% 95.1 20.3 74.8 4.2 0.7 100

Rel Com (Rural)

Count 77 3 74 13 0 90

% 85.5 3.3 82.2 14.4 0.0 100


% 87.1 3.2 83.9 12.5 0.3 100


% 89.8 3.7 86.1 10 0.2 100


% 81.1 2.2 78.9 18.4 0.5 100

TTSL (Total) Count 547 31 516 53 0 600

% 91.2 5.2 86 8.8 0.0 100

TTSL (Urban) Count 460 29 431 21 0 481

% 95.6 6 89.6 4.4 0.0 100


% 73.1 1.7 71.4 26.9 0.0 100


% 84.5 1.8 82.7 13.7 1.8 100


% 87.6 1.7 85.9 11.3 1.1 100


% 74.3 2.1 72.2 21.5 4.2 100

Vodafone (Total)

Count 536 46 490 71 5 612

% 87.6 7.5 80.1 11.6 0.8 100

Vodafone (Urban)

Count 350 35 315 51 5 406

% 86.2 8.6 77.6 12.6 1.2 100

Vodafone (Rural)

Count 186 11 175 20 0 206

% 90.3 5.3 85 9.7 0.0 100



31st

January, 2012

21. How satisfied are you with the availability of signal in your area?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 5868 385 5483 894 57 6819

% 86.0 5.6 80.4 13.1 0.8 100

Overall (Urban)

Count 4521 334 4187 611 43 5175

% 87.4 6.5 80.9 11.8 0.8 100


% 81.9 3.1 78.8 17.2 0.9 100



31st

January, 2012

22. How satisfied are you with the restoration of network (signal) problems?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 80.4 2.7 77.7 19 0.7 100


% 83.8 2.6 81.2 15.6 0.6 100


% 68 3.1 64.9 31.3 0.8 100


% 87.1 6.7 80.4 12.7 0.2 100


% 85.8 7.2 78.6 14.2 0.0 100


% 90.7 5.5 85.2 8.8 0.5 100

BSNL (Total) Count 913 37 876 276 20 1209

% 75.6 3.1 72.5 22.8 1.7 100

BSNL (Urban) Count 676 25 651 179 18 873

% 77.5 2.9 74.6 20.5 2.1 100

BSNL (Rural) Count 237 12 225 97 2 336

% 70.6 3.6 67 28.9 0.6 100

Idea (Total) Count 554 96 458 60 9 623

% 88.9 15.4 73.5 9.6 1.4 100

Idea (Urban) Count 429 94 335 37 8 474

% 90.5 19.8 70.7 7.8 1.7 100

Idea (Rural) Count 125 2 123 23 1 149

% 83.9 1.3 82.6 15.4 0.7 100

MTS (Total) Count 520 14 506 83 4 607

% 85.7 2.3 83.4 13.7 0.7 100

MTS (Urban) Count 432 12 420 69 4 505

% 85.6 2.4 83.2 13.7 0.8 100

MTS (Rural) Count 88 2 86 14 0 102

% 86.3 2 84.3 13.7 0.0 100


% 94 5.5 88.5 5.4 0.6 100

Rel Com (Urban)

Count 567 35 532 24 4 595

% 95.3 5.9 89.4 4 0.7 100

Rel Com (Rural)

Count 77 3 74 13 0 90

% 85.5 3.3 82.2 14.4 0.0 100


% 87.6 7.7 79.9 11.7 0.6 100


% 90.2 9.1 81.1 9.1 0.7 100


% 81.6 4.3 77.3 17.8 0.5 100

TTSL (Total) Count 547 12 535 51 2 600

% 91.2 2 89.2 8.5 0.3 100

TTSL (Urban) Count 459 8 451 20 2 481

% 95.5 1.7 93.8 4.2 0.4 100


% 74 3.4 70.6 26.1 0.0 100


% 85.8 2.1 83.7 12.2 2 100


% 89.3 1.9 87.4 9.5 1.1 100


% 74.3 2.8 71.5 20.8 4.9 100

Vodafone (Total)

Count 532 48 484 77 3 612

% 86.9 7.8 79.1 12.6 0.5 100

Vodafone (Urban)

Count 346 36 310 57 3 406

% 85.3 8.9 76.4 14 0.7 100

Vodafone (Rural)

Count 186 12 174 20 0 206

% 90.3 5.8 84.5 9.7 0.0 100



31st

January, 2012

22. How satisfied are you with the restoration of network (signal) problems?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 5828 366 5462 928 63 6819

% 85.5 5.4 80.1 13.6 0.9 100

Overall (Urban)

Count 4515 305 4210 610 50 5175

% 87.3 5.9 81.4 11.8 1.0 100


% 79.9 3.7 76.2 19.3 0.8 100



31st

January, 2012

SUPPLEMENTARY SERVICES AND VALUE ADDED SERVICES

23. Have you subscribed to any supplementary services like call forwarding, call diverting and value added services like ring tone, alerts, GPRS, e-mail, voice mail or any other such services, in the last 6 months?

Service Providers

Yes No Total


% 7.3 92.7 100


% 9.2 90.8 100


% 0.8 99.2 100


% 11.8 88.2 100


% 11.7 88.3 100


% 12.1 87.9 100


% 7.7 92.3 100


% 8.5 91.5 100


% 5.7 94.3 100


% 4.3 95.7 100


% 4.6 95.4 100


% 3.4 96.6 100


% 6.4 93.6 100


% 7.1 92.9 100


% 2.9 97.1 100


% 2.2 97.8 100


% 1.5 98.5 100


% 6.7 93.3 100


% 24.1 75.9 100


% 30.8 69.2 100


% 8.1 91.9 100


% 4.7 95.3 100


% 3.5 96.5 100


% 9.2 90.8 100


% 13.4 86.6 100


% 13.9 86.1 100


% 11.8 88.2 100



31st

January, 2012

23. Have you subscribed to any supplementary services like call forwarding, call diverting and value added services like ring tone, alerts, GPRS, e-mail, voice mail or any other such services, in the last 6 months?

Service Providers

Yes No Total


% 12.3 87.7 100


% 13.1 86.9 100


% 10.7 89.3 100


% 9.2 90.8 100


% 9.8 90.2 100


% 7.4 92.6 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 47.8 2.3 45.5 43.2 9.1 100


% 46.5 2.3 44.2 44.2 9.3 100


% 100 0.0 100 0.0 0.0 100


% 50.7 2.6 48.1 42.9 6.5 100


% 58.2 0.0 58.2 32.7 9.1 100


% 31.8 9.1 22.7 68.2 0.0 100


% 52.7 1.1 51.6 38.7 8.6 100


% 51.4 1.4 50 37.8 10.8 100


% 57.9 0.0 57.9 42.1 0.0 100


% 44.4 3.7 40.7 55.6 0.0 100


% 40.9 0.0 40.9 59.1 0.0 100


% 60 20 40 40 0.0 100

MTS (Total) Count 20 3 17 19 0 39

% 51.3 7.7 43.6 48.7 0.0 100

MTS (Urban) Count 18 2 16 18 0 36

% 50 5.6 44.4 50 0.0 100


% 66.6 33.3 33.3 33.3 0.0 100


% 46.7 6.7 40 53.3 0.0 100

Rel Com (Urban)

Count 5 1 4 4 0 9

% 55.5 11.1 44.4 44.4 0.0 100

Rel Com (Rural)

Count 2 0 2 4 0 6

% 33.3 0.0 33.3 66.7 0.0 100


% 30.7 2.7 28 65.3 4 100


% 33.4 3 30.4 63 3.7 100


% 6.7 0.0 6.7 86.7 6.7 100


% 35.7 0.0 35.7 64.3 0.0 100


% 52.9 0.0 52.9 47.1 0.0 100


% 9.1 0.0 9.1 90.9 0.0 100


% 59.2 1.2 58 38.3 2.5 100


% 67.2 1.6 65.6 31.3 1.6 100


% 29.4 0.0 29.4 64.7 5.9 100

Vodafone (Total)

Count 44 2 42 31 0 75

% 58.7 2.7 56 41.3 0.0 100

Vodafone (Urban)

Count 32 2 30 21 0 53

% 60.4 3.8 56.6 39.6 0.0 100

Vodafone (Rural)

Count 12 0 12 10 0 22

% 54.5 0.0 54.5 45.5 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 296 16 280 308 25 629

% 47.0 2.5 44.5 49.0 4.0 100

Overall (Urban)

Count 251 12 239 234 23 508

% 49.4 2.4 47.0 46.1 4.5 100


% 37.2 3.3 33.9 61.2 1.7 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 56.8 2.3 54.5 43.2 0.0 100


% 55.8 2.3 53.5 44.2 0.0 100


% 100 0.0 100 0.0 0.0 100


% 48.1 5.2 42.9 46.8 5.2 100


% 56.3 3.6 52.7 36.4 7.3 100


% 27.3 9.1 18.2 72.7 0.0 100


% 61.3 3.2 58.1 38.7 0.0 100


% 64.9 4.1 60.8 35.1 0.0 100


% 47.4 0.0 47.4 52.6 0.0 100


% 63 3.7 59.3 37 0.0 100


% 59.1 0.0 59.1 40.9 0.0 100


% 80 20 60 20 0.0 100

MTS (Total) Count 18 3 15 21 0 39

% 46.2 7.7 38.5 53.8 0.0 100

MTS (Urban) Count 16 2 14 20 0 36

% 44.5 5.6 38.9 55.6 0.0 100


% 66.6 33.3 33.3 33.3 0.0 100


% 40 6.7 33.3 60 0.0 100

Rel Com (Urban)

Count 5 1 4 4 0 9

% 55.5 11.1 44.4 44.4 0.0 100

Rel Com (Rural)

Count 1 0 1 5 0 6

% 16.7 0.0 16.7 83.3 0.0 100


% 72.7 0.0 72.7 26.7 0.7 100


% 80 0.0 80 20 0.0 100


% 6.7 0.0 6.7 86.7 6.7 100


% 39.3 0.0 39.3 60.7 0.0 100


% 52.9 0.0 52.9 47.1 0.0 100


% 18.2 0.0 18.2 81.8 0.0 100


% 51.9 0.0 51.9 46.9 1.2 100


% 56.3 0.0 56.3 43.8 0.0 100


% 35.3 0.0 35.3 58.8 5.9 100

Vodafone (Total)

Count 42 1 41 30 3 75

% 56 1.3 54.7 40 4 100

Vodafone (Urban)

Count 30 1 29 20 3 53

% 56.6 1.9 54.7 37.7 5.7 100

Vodafone (Rural)

Count 12 0 12 10 0 22

% 54.5 0.0 54.5 45.5 0.0 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 364 14 350 256 9 629

% 57.8 2.2 55.6 40.7 1.4 100

Overall (Urban)

Count 320 10 310 181 7 508

% 63.0 2.0 61.0 35.6 1.4 100


% 36.4 3.3 33.1 62.0 1.7 100



31st

January, 2012

25(b). Please tell me the reasons for your dissatisfaction.

Service Providers

Not informed of charges

Activated without consent

Not informed about toll free number for unsubscribing

Others Total


% 5.3 84.2 5.3 5.3 100


% 5.3 84.2 5.3 5.3 100


% 0.0 0.0 0.0 0.0 0.0


% 7.5 85.0 7.5 2.5 100.0


% 12.5 79.2 12.5 0.0 100.0


% 0.0 93.8 0.0 6.3 100.0


% 25.0 52.8 16.7 5.6 100.0


% 30.8 53.8 15.4 0.0 100.0


% 10.0 50.0 20.0 20.0 100.0


% 0.0 100.0 0.0 0.0 100.0


% 0.0 100.0 0.0 0.0 100.0


% 0.0 100.0 0.0 0.0 100.0

MTS (Total) Count 1 20 1 0 21

% 4.8 95.2 4.8 0.0 100.0

MTS (Urban) Count 1 19 1 0 20

% 5.0 95.0 5.0 0.0 100.0


% 0.0 100.0 0.0 0.0 100.0


% 11.1 77.8 0.0 11.1 100.0

Rel Com (Urban)

Count 1 3 0 0 4

% 25.0 75.0 0.0 0.0 100.0

Rel Com (Rural)

Count 0 4 0 1 5

% 0.0 80.0 0.0 20.0 100.0


% 2.4 95.1 2.4 0.0 100.0


% 3.7 92.6 3.7 0.0 100.0


% 0.0 100.0 0.0 0.0 100.0


% 0.0 88.2 11.8 0.0 100.0


% 0.0 100.0 0.0 0.0 100.0


% 0.0 77.8 22.2 0.0 100.0


% 17.9 79.5 2.6 0.0 100.0


% 25.0 71.4 3.6 0.0 100.0


% 0.0 100.0 0.0 0.0 100.0

Vodafone (Total)

Count 2 29 3 1 33

% 6.1 87.9 9.1 3.0 100.0

Vodafone (Urban)

Count 2 19 3 1 23

% 8.7 82.6 13.0 4.3 100.0

Vodafone (Rural)

Count 0 10 0 0 10

% 0.0 100.0 0.0 0.0 100.0



31st

January, 2012

25(b). Please tell me the reasons for your dissatisfaction.

Service Providers

Not informed of charges


Not informed about toll free number for unsubscribing

Others Total

Overall Count 25 220 18 6 265

% 9.4 83.0 6.8 2.3 100.0


% 12.8 80.9 7.4 1.1 100.0


% 1.3 88.3 5.2 5.2 100.0



31st

January, 2012

26. In last 6 months have you faced the problem of unauthorized activation of VAS by your service provider?

Service Providers

Yes No Total


% 15.2 84.8 100


% 15.8 84.2 100


% 13 87 100


% 18.5 81.5 100


% 18 82 100


% 19.8 80.2 100


% 10.8 89.2 100


% 12.9 87.1 100


% 5.4 94.6 100


% 7.1 92.9 100


% 7.2 92.8 100


% 6.7 93.3 100


% 10.5 89.5 100


% 11.7 88.3 100


% 4.9 95.1 100


% 11.5 88.5 100


% 11.1 88.9 100


% 14.4 85.6 100


% 29.2 70.8 100


% 34.5 65.5 100


% 16.8 83.2 100


% 7.7 92.3 100


% 6.2 93.8 100


% 13.4 86.6 100


% 13.4 86.6 100


% 11.3 88.7 100


% 20.1 79.9 100


% 11.1 88.9 100


% 8.1 91.9 100


% 17 83 100



31st

January, 2012

26. In last 6 months have you faced the problem of unauthorized activation of VAS by your service provider?

Service Providers

Yes No Total


% 13.3 86.7 100


% 13.5 86.5 100


% 12.8 87.2 100



31st

January, 2012

27. Have you complained to your service provider for deactivation of such services and refund of charges levied?

Service Providers

Yes No Total


% 58.2 41.8 100


% 64.9 35.1 100


% 29.4 70.6 100


% 56.2 43.8 100


% 51.8 48.2 100


% 66.7 33.3 100


% 23.7 76.3 100


% 22.1 77.9 100


% 33.3 66.7 100


% 68.2 31.8 100


% 70.6 29.4 100


% 60 40 100


% 46.9 53.1 100


% 42.4 57.6 100


% 100 0.0 100


% 81 19 100


% 80.3 19.7 100


% 84.6 15.4 100


% 68.1 31.9 100


% 66.9 33.1 100


% 74.2 25.8 100


% 60.9 39.1 100


% 63.3 36.7 100


% 56.3 43.8 100


% 69.1 30.9 100


% 71.2 28.8 100


% 65.5 34.5 100


% 57.4 42.6 100


% 63.6 36.4 100


% 51.4 48.6 100



31st

January, 2012

27. Have you complained to your service provider for deactivation of such services and refund of charges levied?

Service Providers

Yes No Total


% 57.7 42.3 100


% 57.0 43.0 100


% 60.0 40.0 100



31st

January, 2012

28(a). What difficulties have you faced while deactivating of such services and refund of charges levied?

Service Providers

None

Delay in deactivation resulting in repeat complaints

Customer care refused to register the complaint

Not aware of whom to contact

Total


% 15.1 45.3 39.6 1.9 100


% 14.6 45.8 39.6 2.1 100


% 20.0 40.0 40.0 0.0 100


% 10.3 48.5 36.8 4.4 100


% 11.4 45.5 38.6 6.8 100


% 8.3 54.2 33.3 0.0 100


% 9.7 48.4 38.7 9.7 100


% 12.0 48.0 36.0 12.0 100


% 0.0 50.0 50.0 0.0 100


% 6.7 50.0 56.7 0.0 100


% 8.3 50.0 58.3 0.0 100


% 0.0 50.0 50.0 0.0 100


% 10.0 66.7 33.3 6.7 100


% 8.0 64.0 40.0 8.0 100


% 20.0 80.0 0.0 0.0 100


% 9.4 64.1 29.7 0.0 100

Rel Com (Urban)

Count 5 37 13 0 53

% 9.4 69.8 24.5 0.0 100

Rel Com (Rural)

Count 1 4 6 0 11

% 9.1 36.4 54.5 0.0 100


% 56.5 21.8 21.8 0.0 100


% 68.3 18.8 12.9 0.0 100


% 4.3 34.8 60.9 0.0 100


% 7.1 50.0 42.9 3.6 100


% 5.3 47.4 52.6 0.0 100


% 11.1 55.6 22.2 11.1 100


% 7.1 66.1 32.1 0.0 100


% 2.7 67.6 37.8 0.0 100


% 15.8 63.2 21.1 0.0 100



31st

January, 2012

28(a). What difficulties have you faced while deactivating of such services and refund of charges levied?

Service Providers

None

Delay in deactivation resulting in repeat complaints

Customer care refused to register the complaint

Not aware of whom to contact

Total

Vodafone (Total)

Count 0 23 14 2 39

% 0.0 59.0 35.9 5.1 100

Vodafone (Urban)

Count 0 10 9 2 21

% 0.0 47.6 42.9 9.5 100

Vodafone (Rural)

Count 0 13 5 0 18

% 0.0 72.2 27.8 0.0 100

Overall Count 105 249 175 12 523

% 20.1 47.6 33.5 2.3 100


% 23.9 45.8 32.2 2.8 100


% 7.9 53.2 37.3 0.8 100



31st

January, 2012

28(b). How satisfied are you with the resolution of your complaint for deactivation of VAS and refund of charges levied?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 37.7 37.7 0.0 54.7 7.5 100


% 35.4 35.4 0.0 56.3 8.3 100


% 60 60 0.0 40 0.0 100


% 30.9 29.4 1.5 64.7 4.4 100


% 34.1 31.8 2.3 61.4 4.5 100


% 25 25 0.0 70.8 4.2 100


% 48.4 45.2 3.2 48.4 3.2 100


% 56 52 4 40 4 100


% 16.7 16.7 0.0 83.3 0.0 100


% 13.3 13.3 0.0 70 16.7 100


% 16.7 16.7 0.0 62.5 20.8 100


% 0 0.0 0.0 100 0.0 100

MTS (Total) Count 12 12 0 12 6 30

% 40 40 0.0 40 20 100


% 40 40 0.0 36 24 100


% 40 40 0.0 60 0.0 100


% 26.6 26.6 0.0 62.5 10.9 100

Rel Com (Urban)

Count 14 14 0 32 7 53

% 26.4 26.4 0.0 60.4 13.2 100

Rel Com (Rural)

Count 3 3 0 8 0 11

% 27.3 27.3 0.0 72.7 0.0 100


% 64.5 63.7 0.8 34.7 0.8 100


% 74.3 73.3 1 24.8 1 100


% 21.7 21.7 0.0 78.3 0.0 100


% 21.4 21.4 0.0 75 3.6 100


% 21.1 21.1 0.0 73.7 5.3 100


% 22.2 22.2 0.0 77.8 0.0 100


% 28.6 26.8 1.8 55.4 16.1 100


% 24.3 24.3 0.0 56.8 18.9 100


% 36.9 31.6 5.3 52.6 10.5 100

Vodafone (Total)

Count 10 9 1 27 2 39

% 25.7 23.1 2.6 69.2 5.1 100

Vodafone (Urban)

Count 5 4 1 15 1 21

% 23.8 19 4.8 71.4 4.8 100

Vodafone (Rural)

Count 5 5 0 12 1 18

% 27.8 27.8 0.0 66.7 5.6 100



31st

January, 2012

28(b). How satisfied are you with the resolution of your complaint for deactivation of VAS and refund of charges levied?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Overall Count 201 5 196 283 39 523

% 38.5 1.0 37.5 54.1 7.5 100

Overall (Urban)

Count 167 4 163 195 35 397

% 42.1 1.0 41.1 49.1 8.8 100


% 27.0 0.8 26.2 69.8 3.2 100



31st

January, 2012

OVERALL CUSTOMER SATISFACTION

29(a). How satisfied are you with the overall quality of your mobile service?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 84.7 0.7 84 15 0.3 100


% 89.5 0.6 88.9 10 0.4 100


% 67.2 0.8 66.4 32.8 0.0 100


% 91 2.3 88.7 8.6 0.5 100


% 92.8 1.5 91.3 6.8 0.4 100


% 86.3 4.4 81.9 13.2 0.5 100

BSNL (Total) Count 1044 42 1002 158 7 1209

% 86.4 3.5 82.9 13.1 0.6 100

BSNL (Urban) Count 774 29 745 95 4 873

% 88.6 3.3 85.3 10.9 0.5 100

BSNL (Rural) Count 270 13 257 63 3 336

% 80.4 3.9 76.5 18.8 0.9 100

Idea (Total) Count 547 5 542 70 6 623

% 87.8 0.8 87 11.2 1 100

Idea (Urban) Count 427 4 423 42 5 474

% 90 0.8 89.2 8.9 1.1 100

Idea (Rural) Count 120 1 119 28 1 149

% 80.6 0.7 79.9 18.8 0.7 100

MTS (Total) Count 544 2 542 58 5 607

% 89.6 0.3 89.3 9.6 0.8 100

MTS (Urban) Count 458 1 457 42 5 505

% 90.7 0.2 90.5 8.3 1 100

MTS (Rural) Count 86 1 85 16 0 102

% 84.3 1 83.3 15.7 0.0 100


% 90.4 0.9 89.5 8.9 0.7 100

Rel Com (Urban)

Count 545 5 540 45 5 595

% 91.6 0.8 90.8 7.6 0.8 100

Rel Com (Rural)

Count 74 1 73 16 0 90

% 82.2 1.1 81.1 17.8 0.0 100


% 82.2 0.8 81.4 17.2 0.6 100


% 86.3 0.7 85.6 13.5 0.2 100


% 72.5 1.1 71.4 25.9 1.6 100

TTSL (Total) Count 539 9 530 59 2 600

% 89.8 1.5 88.3 9.8 0.3 100

TTSL (Urban) Count 455 6 449 25 1 481

% 94.5 1.2 93.3 5.2 0.2 100


% 70.6 2.5 68.1 28.6 0.8 100


% 84 1.7 82.3 13.9 2.1 100


% 87.9 1.5 86.4 10.8 1.3 100


% 71.5 2.1 69.4 23.6 4.9 100



31st

January, 2012

29(a). How satisfied are you with the overall quality of your mobile service?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

Vodafone (Total)

Count 540 14 526 71 1 612

% 88.2 2.3 85.9 11.6 0.2 100

Vodafone (Urban)

Count 364 7 357 42 0 406

% 89.6 1.7 87.9 10.3 0.0 100

Vodafone (Rural)

Count 176 7 169 29 1 206

% 85.4 3.4 82 14.1 0.5 100

Overall Count 5957 112 5845 814 48 6819

% 87.3 1.6 85.7 11.9 0.7 100

Overall (Urban)

Count 4665 72 4593 479 31 5175

% 90.2 1.4 88.8 9.3 0.6 100


% 78.6 2.4 76.2 20.4 1.0 100



31st

January, 2012

GENERAL INFORMATION


Service Providers

Broadband Wireline Others None Total


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100

BSNL (Total) Count 1154 19 20 16 1209

% 95.5 1.6 1.7 1.3 100


% 95.2 1.7 1.7 1.4 100


% 96.1 1.2 1.5 1.2 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100

Rel Com (Urban)

Count 595 0 0 0 595

% 100.0 0.0 0.0 0.0 100

Rel Com (Rural)

Count 90 0 0 0 90

% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100

Vodafone (Total)

Count 612 0 0 0 612

% 100.0 0.0 0.0 0.0 100

Vodafone (Urban)

Count 406 0 0 0 406

% 100.0 0.0 0.0 0.0 100

Vodafone (Rural)

Count 206 0 0 0 206

% 100.0 0.0 0.0 0.0 100



31st

January, 2012


Service Providers

Broadband Wireline Others None Total

Overall Count 19 20 16 6764 6819

% 0.3 0.3 0.2 99.2 100


% 0.3 0.3 0.2 99.2 100


% 0.2 0.3 0.2 99.2 100



31st

January, 2012

31. Are you aware about the facility for registering your mobile number with the service provider for not receiving unwanted tele marketing calls/SMS?

Service Providers

Yes No Total


% 16.7 83.3 100


% 15.1 84.9 100


% 22.1 77.9 100


% 12.1 87.9 100


% 13.6 86.4 100


% 8.2 91.8 100


% 9.2 90.8 100


% 10.5 89.5 100


% 5.7 94.3 100


% 10.6 89.4 100


% 6.5 93.5 100


% 23.5 76.5 100


% 15.2 84.8 100


% 14.1 85.9 100


% 20.6 79.4 100


% 6.3 93.7 100


% 5.4 94.6 100


% 12.2 87.8 100


% 18.9 81.1 100


% 23.1 76.9 100


% 9.2 90.8 100


% 13 87 100


% 7.9 92.1 100


% 33.6 66.4 100


% 17.2 82.8 100


% 16.9 83.1 100


% 18.1 81.9 100


% 12.3 87.7 100


% 11.6 88.4 100


% 13.6 86.4 100



31st

January, 2012

31. Are you aware about the facility for registering your mobile number with the service provider for not receiving unwanted tele marketing calls/SMS?

Service Providers

Yes No Total


% 12.7 87.3 100


% 12.1 87.9 100


% 14.7 85.3 100



31st

January, 2012

32. Have you registered with your service provider for not receiving any unwanted tele marketing calls/SMS?

Service Providers

Yes No Total


% 31 69 100


% 36.6 63.4 100


% 17.2 82.8 100


% 22.8 77.2 100


% 25 75 100


% 13.3 86.7 100


% 27.9 72.1 100


% 32.6 67.4 100


% 5.3 94.7 100


% 9.1 90.9 100


% 9.7 90.3 100


% 8.6 91.4 100


% 29.3 70.7 100


% 35.2 64.8 100


% 9.5 90.5 100


% 11.6 88.4 100


% 12.5 87.5 100


% 9.1 90.9 100


% 25.4 74.6 100


% 27.7 72.3 100


% 11.8 88.2 100


% 11.5 88.5 100


% 15.8 84.2 100


% 7.5 92.5 100


% 17.3 82.7 100


% 23.1 76.9 100


% 0.0 100 100


% 21.3 78.7 100


% 27.7 72.3 100


% 10.7 89.3 100



31st

January, 2012

32. Have you registered with your service provider for not receiving any unwanted tele marketing calls/SMS?

Service Providers

Yes No Total


% 22.1 77.9 100


% 27.0 73.0 100


% 9.1 90.9 100



31st

January, 2012

33(a). Is there a significant reduction in number of unwanted tele marketing calls/SMS received even after registering?

Service Providers

No change Slight decrease


Stopped receiving

Total


% 3.2 0.0 22.6 74.2 100


% 3.8 0.0 26.9 69.2 100


% 0.0 0.0 0.0 100 100


% 11.1 5.6 16.7 66.7 100


% 6.3 6.3 18.8 68.8 100


% 50 0.0 0.0 50 100


% 3.2 0.0 77.4 19.4 100


% 0.0 0.0 80 20 100


% 100 0.0 0.0 0.0 100


% 16.7 33.3 0.0 50 100


% 33.3 0.0 0.0 66.7 100


% 0.0 66.7 0.0 33.3 100


% 18.5 29.6 29.6 22.2 100


% 20 32 28 20 100


% 0.0 0.0 50 50 100


% 0.0 0.0 20 80 100

Rel Com (Urban)

Count 0 0 1 3 4

% 0.0 0.0 25 75 100

Rel Com (Rural)

Count 0 0 0 1 1

% 0.0 0.0 0.0 100 100


% 36.7 3.3 56.7 3.3 100


% 35.7 3.6 57.1 3.6 100


% 50 0.0 50 0.0 100


% 11.1 0.0 11.1 77.8 100


% 16.7 0.0 0.0 83.3 100


% 0.0 0.0 33.3 66.7 100


% 0.0 0.0 38.9 61.1 100


% 0.0 0.0 38.9 61.1 100


% 0.0 0.0 0.0 0.0 0.0

Vodafone (Total)

Count 0 0 2 14 16

% 0.0 0.0 12.5 87.5 100

Vodafone (Urban)

Count 0 0 2 11 13

% 0.0 0.0 15.4 84.6 100

Vodafone (Rural)

Count 0 0 0 3 3

% 0.0 0.0 0.0 100 100



31st

January, 2012

33(a). Is there a significant reduction in number of unwanted tele marketing calls/SMS received even after registering?

Service Providers

No change Slight decrease


Stopped receiving

Total


% 11.5 6.3 36.6 45.5 100


% 11.2 5.9 39.6 43.2 100


% 13.6 9.1 13.6 63.6 100



31st

January, 2012

33(b). Have you made any complaint to your service provider on getting such unwanted tele marketing calls/ SMS even after registering your telephone number?

Service Providers

Yes No Total


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 33.3 66.7 100


% 20 80 100


% 100 0.0 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 4.8 95.2 100


% 5 95 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 10.3 89.7 100


% 7.4 92.6 100


% 50 50 100


% 50 50 100


% 100 0.0 100


% 0.0 100 100


% 14.3 85.7 100


% 14.3 85.7 100


% 0.0 0.0 0.0


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0



31st

January, 2012

33(b). Have you made any complaint to your service provider on getting such unwanted tele marketing calls/ SMS even after registering your telephone number?

Service Providers

Yes No Total


% 7.7 92.3 100


% 6.3 93.8 100


% 25.0 75.0 100



31st

January, 2012

33(c). If Yes, then indicate whether……..

Service Providers

Complaint was registered by the service provider and informed about the action taken on the complaint

Complaint was registered by the service provider and did not inform about the action taken on the complaint

Service Provider refused to register the complaint


Total


% 0.0 50.0 50.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 100.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0


% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0


% 0.0 66.7 33.3 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 100.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0



31st

January, 2012

33(c). If Yes, then indicate whether……..

Service Providers

Complaint was registered by the service provider and informed about the action taken on the complaint

Complaint was registered by the service provider and did not inform about the action taken on the complaint

Service Provider refused to register the complaint


Total

Vodafone (Total)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0

Vodafone (Rural)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0


% 0.0 75.0 25.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 100.0 0.0 100



31st

January, 2012

34(a). Are you aware of the facility by which you can change your service provider without changing your mobile number?

Service Providers

Yes No Total


% 31.2 68.8 100


% 28.8 71.2 100


% 39.7 60.3 100


% 27.1 72.9 100


% 24.4 75.6 100


% 34.1 65.9 100


% 24 76 100


% 21 79 100


% 31.8 68.2 100


% 25 75 100


% 20.3 79.7 100


% 40.3 59.7 100


% 27.8 72.2 100


% 25.3 74.7 100


% 40.2 59.8 100


% 15.3 84.7 100


% 13.4 86.6 100


% 27.8 72.2 100


% 35.3 64.7 100


% 34.2 65.8 100


% 37.8 62.2 100


% 25 75 100


% 16.2 83.8 100


% 60.5 39.5 100


% 39.1 60.9 100


% 33.5 66.5 100


% 56.9 43.1 100


% 33.7 66.3 100


% 29.3 70.7 100


% 42.2 57.8 100



31st

January, 2012

34(a). Are you aware of the facility by which you can change your service provider without changing your mobile number?

Service Providers

Yes No Total


% 27.8 72.2 100


% 23.9 76.1 100


% 40.0 60.0 100



31st

January, 2012

34(b). Have you utilized SMS based Mechanism for getting ‘Unique Porting Code’ from your existing service provider?

Service Providers

Yes No Total


% 1.6 98.4 100


% 2.2 97.8 100


% 0.0 100 100


% 5.6 94.4 100


% 7.8 92.2 100


% 1.6 98.4 100


% 9.7 90.3 100


% 15.3 84.7 100


% 0.0 100 100


% 3.8 96.2 100


% 4.2 95.8 100


% 3.3 96.7 100


% 1.8 98.2 100


% 2.3 97.7 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.9 99.1 100


% 1.3 98.7 100


% 0.0 100 100


% 0.7 99.3 100


% 1.3 98.7 100


% 0.0 100 100


% 8.4 91.6 100


% 10.3 89.7 100


% 4.9 95.1 100


% 2.9 97.1 100


% 2.5 97.5 100


% 3.4 96.6 100



31st

January, 2012

34(b). Have you utilized SMS based Mechanism for getting ‘Unique Porting Code’ from your existing service provider?

Service Providers

Yes No Total


% 4.2 95.8 100


% 5.6 94.4 100


% 1.5 98.5 100



31st

January, 2012

34(c). When did you get ‘Unique Porting Code’ from your existing service provider?

Service Providers

Within 5 min After 5 to 10

min After 10 min Never Total


% 33.3 66.7 0.0 0.0 100


% 33.3 66.7 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 60.0 40.0 0.0 0.0 100


% 55.6 44.4 0.0 0.0 100


% 100.0 0.0 0.0 0.0 100


% 10.7 89.3 0.0 0.0 100


% 10.7 89.3 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 33.3 66.7 0.0 0.0 100


% 50.0 50.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0


% 50.0 50.0 0.0 0.0 100


% 50.0 50.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 0.0 100.0 0.0 0.0 100


% 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0


% 20.0 45.0 0.0 35.0 100


% 25.0 31.3 0.0 43.8 100


% 0.0 100.0 0.0 0.0 100

Vodafone (Total)

Count 2 4 0 0 6

% 33.3 66.7 0.0 0.0 100

Vodafone (Urban)

Count 0 3 0 0 3

% 0.0 100.0 0.0 0.0 100

Vodafone (Rural)

Count 2 1 0 0 3

% 66.7 33.3 0.0 0.0 100



31st

January, 2012

34(c). When did you get ‘Unique Porting Code’ from your existing service provider?

Service Providers

Within 5 min After 5 to 10

min After 10 min Never Total


% 24.1 67.1 0.0 8.9 100


% 23.2 66.7 0.0 10.1 100


% 30.0 70.0 0.0 0.0 100



31st

January, 2012

34(d). If you have utilized the service of MNP (Mobile Number Portability), are you satisfied with its entire process?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 66.7 0.0 66.7 33.3 0.0 100


% 66.7 0.0 66.7 33.3 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100.0


% 100.0 0.0 100.0 0.0 0.0 100.0


% 100.0 0.0 100.0 0.0 0.0 100.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100.0


% 100.0 0.0 100.0 0.0 0.0 100.0


% 100.0 0.0 100.0 0.0 0.0 100.0


% 100.0 33.3 66.7 0.0 0.0 100


% 100.0 33.3 66.7 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 100.0 0.0 100.0 0.0 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 60.0 5.0 55.0 40.0 0.0 100.0


% 56.3 6.3 50.0 43.8 0.0 100.0


% 75.0 0.0 75.0 25.0 0.0 100.0

Vodafone (Total)

Count 6 1 5 0 0 6

% 100.0 16.7 83.3 0.0 0.0 100.0

Vodafone (Urban)

Count 3 0 3 0 0 3

% 100.0 0.0 100.0 0.0 0.0 100.0

Vodafone (Rural)

Count 3 1 2 0 0 3

% 100.0 33.3 66.7 0.0 0.0 100.0



31st

January, 2012

34(d). If you have utilized the service of MNP (Mobile Number Portability), are you satisfied with its entire process?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 88.6 3.8 84.8 11.4 0.0 100

Overall (Urban)

Count 61 2 59 8 0 69

% 88.4 2.9 85.5 11.6 0.0 100


% 90.0 10.0 80.0 10.0 0.0 100



31st

January, 2012


Service Providers

1 2 3 4 5 6 7 8 9 10 Total

Aircel (Total) Count 5 10 43 54 35 99 153 124 55 22 600

% 0.8 1.7 7.2 9 5.8 16.5 25.5 20.7 9.2 3.7 100

Aircel (Urban) Count 1 6 28 28 22 77 126 109 50 22 469

% 0.2 1.3 6 6 4.7 16.4 26.9 23.2 10.7 4.7 100

Aircel (Rural) Count 4 4 15 26 13 22 27 15 5 0 131

% 3.1 3.1 11.5 19.8 9.9 16.8 20.6 11.5 3.8 0.0 100

Airtel (Total) Count 0 6 29 33 46 122 182 137 73 26 654

% 0.0 0.9 4.4 5 7 18.7 27.8 20.9 11.2 4 100

Airtel (Urban) Count 0 2 19 17 24 83 129 107 66 25 472

% 0.0 0.4 4 3.6 5.1 17.6 27.3 22.7 14 5.3 100

Airtel (Rural) Count 0 4 10 16 22 39 53 30 7 1 182

% 0.0 2.2 5.5 8.8 12.1 21.4 29.1 16.5 3.8 0.5 100

BSNL (Total) Count 4 21 81 97 83 247 349 246 73 8 1209

% 0.3 1.7 6.7 8 6.9 20.4 28.9 20.3 6 0.7 100

BSNL (Urban) Count 2 10 55 61 67 154 267 184 67 6 873

% 0.2 1.1 6.3 7 7.7 17.6 30.6 21.1 7.7 0.7 100

BSNL (Rural) Count 2 11 26 36 16 93 82 62 6 2 336

% 0.6 3.3 7.7 10.7 4.8 27.7 24.4 18.5 1.8 0.6 100

Idea (Total) Count 3 8 33 51 85 142 154 79 50 18 623

% 0.5 1.3 5.3 8.2 13.6 22.8 24.7 12.7 8 2.9 100

Idea (Urban) Count 1 7 24 32 64 101 116 63 48 18 474

% 0.2 1.5 5.1 6.8 13.5 21.3 24.5 13.3 10.1 3.8 100

Idea (Rural) Count 2 1 9 19 21 41 38 16 2 0 149

% 1.3 0.7 6 12.8 14.1 27.5 25.5 10.7 1.3 0.0 100

MTS (Total) Count 1 13 27 49 52 119 155 105 58 28 607

% 0.2 2.1 4.4 8.1 8.6 19.6 25.5 17.3 9.6 4.6 100

MTS (Urban) Count 1 10 19 43 39 91 128 95 51 28 505

% 0.2 2 3.8 8.5 7.7 18 25.3 18.8 10.1 5.5 100

MTS (Rural) Count 0 3 8 6 13 28 27 10 7 0 102

% 0.0 2.9 7.8 5.9 12.7 27.5 26.5 9.8 6.9 0.0 100

Rel Com (Total) Count 1 11 29 63 109 141 162 102 39 28 685

% 0.1 1.6 4.2 9.2 15.9 20.6 23.6 14.9 5.7 4.1 100

Rel Com (Urban) Count 1 8 24 52 97 112 152 84 37 28 595

% 0.2 1.3 4 8.7 16.3 18.8 25.5 14.1 6.2 4.7 100

Rel Com (Rural) Count 0 3 5 11 12 29 10 18 2 0 90

% 0.0 3.3 5.6 12.2 13.3 32.2 11.1 20 2.2 0.0 100

Rel Tel (Total) Count 6 12 59 61 60 113 136 99 52 25 623

% 1 1.9 9.5 9.8 9.6 18.1 21.8 15.9 8.3 4 100

Rel Tel (Urban) Count 4 6 35 38 41 70 91 81 47 25 438

% 0.9 1.4 8 8.7 9.4 16 20.8 18.5 10.7 5.7 100

Rel Tel (Rural) Count 2 6 24 23 19 43 45 18 5 0 185

% 1.1 3.2 13 12.4 10.3 23.2 24.3 9.7 2.7 0.0 100

TTSL (Total) Count 2 5 30 63 73 127 134 108 38 20 600

% 0.3 0.8 5 10.5 12.2 21.2 22.3 18 6.3 3.3 100

TTSL (Urban) Count 1 3 14 46 65 100 110 87 35 20 481

% 0.2 0.6 2.9 9.6 13.5 20.8 22.9 18.1 7.3 4.2 100

TTSL (Rural) Count 1 2 16 17 8 27 24 21 3 0 119

% 0.8 1.7 13.4 14.3 6.7 22.7 20.2 17.6 2.5 0.0 100

Uninor (Total) Count 6 20 45 61 55 138 122 107 42 10 606

% 1 3.3 7.4 10.1 9.1 22.8 20.1 17.7 6.9 1.7 100

Uninor (Urban) Count 3 12 27 41 42 96 98 91 42 10 462

% 0.6 2.6 5.8 8.9 9.1 20.8 21.2 19.7 9.1 2.2 100

Uninor (Rural) Count 3 8 18 20 13 42 24 16 0 0 144

% 2.1 5.6 12.5 13.9 9 29.2 16.7 11.1 0.0 0.0 100

Vodafone (Total) Count 1 9 32 39 46 138 184 108 42 13 612

% 0.2 1.5 5.2 6.4 7.5 22.5 30.1 17.6 6.9 2.1 100

Vodafone (Urban) Count 1 7 15 24 28 78 127 81 32 13 406

% 0.2 1.7 3.7 5.9 6.9 19.2 31.3 20 7.9 3.2 100

Vodafone (Rural) Count 0 2 17 15 18 60 57 27 10 0 206

% 0.0 1 8.3 7.3 8.7 29.1 27.7 13.1 4.9 0.0 100



31st

January, 2012


Service Providers

1 2 3 4 5 6 7 8 9 10 Total

Overall Count 29 115 408 571 644 1386 1731 1215 522 198 6819

% 0.4 1.7 6 8.4 9.4 20.3 25.4 17.8 7.7 2.9 100

Overall (Urban) Count 15 71 260 382 489 962 1344 982 475 195 5175

% 0.3 1.4 5 7.4 9.4 18.6 26 19 9.2 3.8 100

Overall (Rural) Count 14 44 148 189 155 424 387 233 47 3 1644

% 0.9 2.7 9 11.5 9.4 25.8 23.5 14.2 2.9 0.2 100



31st

January, 2012

QUESTIONNAIRE FOR ASSESSMENT OF IMPLEMENTATION AND EFFECTIVENESS OF TELECOM CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCE REGULATION, 2007

36. Are you aware of the call centre telephone number of your telecom service provider for making complaints/ query?

Service Providers

Yes No Total


% 65.2 34.8 100


% 62 38 100


% 76.3 23.7 100


% 62.7 37.3 100


% 60 40 100


% 69.8 30.2 100


% 71.2 28.8 100


% 76.3 23.7 100


% 58 42 100


% 52.2 47.8 100


% 42.6 57.4 100


% 82.6 17.4 100


% 62.6 37.4 100


% 58.8 41.2 100


% 81.4 18.6 100


% 43.8 56.2 100


% 38.8 61.2 100


% 76.7 23.3 100


% 73.8 26.2 100


% 73.3 26.7 100


% 75.1 24.9 100


% 51 49 100


% 42.2 57.8 100


% 86.6 13.4 100


% 70.1 29.9 100


% 67.7 32.3 100


% 77.8 22.2 100



31st

January, 2012

36. Are you aware of the call centre telephone number of your telecom service provider for making complaints/ query?

Service Providers

Yes No Total


% 64.5 35.5 100


% 61.3 38.7 100


% 70.9 29.1 100


% 62.4 37.6 100


% 59.1 40.9 100


% 72.8 27.2 100



31st

January, 2012

37. Have you made any complaint within last 6 months to the toll free Call Centre/ Customer Care/ Helpline telephone number?

Service Providers

Yes No Total


% 19.8 80.2 100


% 18.3 81.7 100


% 25.2 74.8 100


% 19 81 100


% 17.6 82.4 100


% 22.5 77.5 100


% 11.7 88.3 100


% 12.8 87.2 100


% 8.9 91.1 100


% 19.3 80.7 100


% 18.4 81.6 100


% 22.1 77.9 100


% 23.6 76.4 100


% 23.6 76.4 100


% 23.5 76.5 100


% 36.1 63.9 100


% 37.1 62.9 100


% 28.9 71.1 100


% 42.7 57.3 100


% 52.7 47.3 100


% 18.9 81.1 100


% 21 79 100


% 20 80 100


% 25.2 74.8 100


% 20.8 79.2 100


% 18.2 81.8 100


% 29.2 70.8 100


% 16.7 83.3 100


% 14.8 85.2 100


% 20.4 79.6 100



31st

January, 2012

37. Have you made any complaint within last 6 months to the toll free Call Centre/ Customer Care/ Helpline telephone number?

Service Providers

Yes No Total


% 22.2 77.8 100


% 22.8 77.2 100


% 20.4 79.6 100



31st

January, 2012


Service Providers

Complaint was registered and docket number received

Complaint was registered and docket number not received

Complaint was registered and docket number provided on request

Complaint was registered and docket number not provided even on request


Total


% 32.8 50.4 11.8 5 0.0 100


% 37.2 40.7 15.1 7 0.0 100


% 21.2 75.8 3 0.0 0.0 100


% 32.3 38.7 19.4 6.5 3.2 100


% 38.6 36.1 18.1 4.8 2.4 100


% 19.5 43.9 22 9.8 4.9 100


% 45.8 44.4 7 2.8 0.0 100


% 51.8 41.1 6.3 0.9 0.0 100


% 23.3 56.7 10 10 0.0 100


% 60.8 33.3 5 0.0 0.8 100


% 67.8 27.6 4.6 0.0 0.0 100


% 42.4 48.5 6.1 0.0 3 100

MTS (Total) Count 96 38 4 4 1 143

% 67.1 26.6 2.8 2.8 0.7 100

MTS (Urban) Count 87 24 4 4 0 119

% 73.1 20.2 3.4 3.4 0.0 100


% 37.5 58.3 0.0 0.0 4.2 100


% 76.1 19 3.6 0.8 0.4 100

Rel Com (Urban)

Count 176 34 8 2 1 221

% 79.6 15.4 3.6 0.9 0.5 100

Rel Com (Rural)

Count 12 13 1 0 0 26

% 46.2 50 3.8 0.0 0.0 100


% 73.7 20.3 3.4 2.6 0.0 100


% 80.1 15.2 3 1.7 0.0 100


% 31.4 54.3 5.7 8.6 0.0 100


% 62.7 31 4.8 0.8 0.8 100


% 69.8 25 4.2 0.0 1 100


% 40.0 50 6.7 3.3 0.0 100


% 36.5 48.4 11.1 4 0.0 100


% 38.1 44 15.5 2.4 0.0 100


% 33.3 57.1 2.4 7.1 0.0 100



31st

January, 2012


Service Providers

Complaint was registered and docket number received

Complaint was registered and docket number not received

Complaint was registered and docket number provided on request

Complaint was registered and docket number not provided even on request


Total

Vodafone (Total)

Count 33 41 20 8 0 102

% 32.4 40.2 19.6 7.8 0.0 100

Vodafone (Urban)

Count 16 22 16 6 0 60

% 26.7 36.7 26.7 10 0.0 100

Vodafone (Rural)

Count 17 19 4 2 0 42

% 40.5 45.2 9.5 4.8 0.0 100

Overall Count 855 491 116 45 8 1515

% 56.4 32.4 7.7 3.0 0.5 100

Overall (Urban)

Count 744 311 91 29 4 1179

% 63.1 26.4 7.7 2.5 0.3 100


% 33.0 53.6 7.4 4.8 1.2 100



31st

January, 2012


Service Providers

Yes No Total


% 40.3 59.7 100


% 47.7 52.3 100


% 21.2 78.8 100


% 45.2 54.8 100


% 44.6 55.4 100


% 46.3 53.7 100


% 45.1 54.9 100


% 45.5 54.5 100


% 43.3 56.7 100


% 68.3 31.7 100


% 72.4 27.6 100


% 57.6 42.4 100


% 49 51 100


% 48.7 51.3 100


% 50 50 100


% 81.8 18.2 100


% 85.1 14.9 100


% 53.8 46.2 100


% 75.6 24.4 100


% 80.1 19.9 100


% 45.7 54.3 100


% 69.8 30.2 100


% 78.1 21.9 100


% 43.3 56.7 100


% 44.4 55.6 100


% 45.2 54.8 100


% 42.9 57.1 100


% 52 48 100


% 50 50 100


% 54.8 45.2 100



31st

January, 2012


Service Providers

Yes No Total


% 60.7 39.3 100


% 65 35 100


% 45.8 54.2 100



31st

January, 2012


Service Providers



% 31.9 63.9 4.2 100


% 37.2 61.6 1.2 100


% 18.2 69.7 12.1 100


% 33.1 58.9 8.1 100


% 31.3 62.7 6 100


% 36.6 51.2 12.2 100


% 56.3 39.4 4.2 100


% 60.7 37.5 1.8 100


% 40 46.7 13.3 100


% 65.8 28.3 5.8 100


% 72.4 26.4 1.1 100


% 48.5 33.3 18.2 100


% 39.9 51.7 8.4 100


% 38.7 53.8 7.6 100


% 45.8 41.7 12.5 100


% 77.7 15 7.3 100

Rel Com (Urban) Count 186 25 10 221

% 84.2 11.3 4.5 100

Rel Com (Rural) Count 6 12 8 26

% 23.1 46.2 30.8 100


% 72.6 24.1 3.4 100


% 78.8 18.6 2.6 100


% 31.4 60 8.6 100


% 67.5 28.6 4 100


% 75 21.9 3.1 100


% 43.3 50 6.7 100


% 42.1 52.4 5.6 100


% 45.2 50 4.8 100


% 35.7 57.1 7.1 100

Vodafone (Total) Count 53 46 3 102

% 52 45.1 2.9 100

Vodafone (Urban) Count 30 27 3 60

% 50 45 5 100

Vodafone (Rural) Count 23 19 0 42

% 54.8 45.2 0.0 100



31st

January, 2012


Service Providers



% 57.5 37.1 5.4 100


% 63.0 33.2 3.7 100


% 38.1 50.6 11.3 100



31st

January, 2012


Service Providers

Yes No Total


% 1.7 98.3 100


% 2.1 97.9 100


% 0.0 100 100


% 1.2 98.8 100


% 1.5 98.5 100


% 0.5 99.5 100


% 2.2 97.8 100


% 3 97 100


% 0.3 99.7 100


% 1 99 100


% 0.6 99.4 100


% 2 98 100


% 0.7 99.3 100


% 0.6 99.4 100


% 1 99 100


% 0.3 99.7 100


% 0.2 99.8 100


% 1.1 98.9 100


% 0.5 99.5 100


% 0.5 99.5 100


% 0.5 99.5 100


% 0.8 99.2 100


% 1 99 100


% 0.0 100 100


% 1.2 98.8 100


% 1.5 98.5 100


% 0.0 100 100


% 1.6 98.4 100


% 2.5 97.5 100


% 0.0 100 100



31st

January, 2012


Service Providers

Yes No Total


% 1.2 98.8 100


% 1.4 98.6 100


% 0.5 99.5 100



31st

January, 2012


Service Providers

Yes No Total


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 0.0


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 11.1 88.9 100


% 11.5 88.5 100


% 0.0 100 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total


% 3.7 96.3 100


% 4.1 95.9 100


% 0.0 100 100



31st

January, 2012


Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 66.7 33.3 100


% 66.7 33.3 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total

Overall Count 2 1 3

% 66.7 33.3 100


% 66.7 33.3 100


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 33.3 66.7 100


% 33.3 66.7 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total

Overall Count 1 2 3

% 33.3 66.7 100


% 33.3 66.7 100


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 33.3 33.3 0.0 66.7 0.0 100


% 33.3 33.3 0.0 66.7 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Rel Com (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Total)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

Vodafone (Rural)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total


% 33.3 33.3 0.0 66.7 0.0 100

Overall (Urban)

Count 1 1 0 2 0 3

% 33.3 33.3 0.0 66.7 0.0 100


% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Difficult to

connect to Nodal Officer

Nodal officer not

polite/courteous

Nodal Officer not equipped

with adequate

information

Time taken by Nodal

Officer for redressal of complaint is too long



Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 50.0 50.0 0.0 0.0 0.0


% 0.0 50.0 50.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Difficult to

connect to Nodal Officer

Nodal officer not

polite/courteous


with adequate

information

Time taken by Nodal

Officer for redressal of complaint is too long



Total


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 50.0 50.0 0.0 0.0 0.0


% 0.0 50.0 50.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total


% 0.2 99.8 100


% 0.0 100 100


% 0.8 99.2 100


% 0.3 99.7 100


% 0.4 99.6 100


% 0.0 100 100


% 1.7 98.3 100


% 0.9 99.1 100


% 3.6 96.4 100


% 0.3 99.7 100


% 0.2 99.8 100


% 0.7 99.3 100


% 0.2 99.8 100


% 0.2 99.8 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 1 99 100


% 0.7 99.3 100


% 1.6 98.4 100


% 0.3 99.7 100


% 0.0 100 100


% 1.7 98.3 100


% 0.2 99.8 100


% 0.2 99.8 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100



31st

January, 2012


Service Providers

Yes No Total


% 0.5 99.5 100


% 0.3 99.7 100


% 1.2 98.8 100



31st

January, 2012


Service Providers

Yes No Total


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 5.0 95.0 100


% 12.5 87.5 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 0.0


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total


% 2.9 97.1 100


% 6.3 93.8 100


% 0.0 100 100



31st

January, 2012


Service Providers

Yes No Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 100.0 0.0 100


% 100.0 0.0 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Total

Overall Count 1 0 1

% 100.0 0.0 100


% 100.0 0.0 100


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Appeal filed only

recently Total


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 100.0 0.0 100


% 100.0 0.0 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0



31st

January, 2012


Service Providers

Yes No Appeal filed only

recently Total

Overall Count 1 0 1

% 100.0 0.0 100


% 100.0 0.0 100


% 0.0 0.0 0.0



31st

January, 2012

50. Are you aware that a prepaid customer can get item-wise usage charge details, on request?

Service Providers

Yes No Total


% 0.8 99.2 100


% 1.1 98.9 100


% 0.0 100 100


% 1.8 98.2 100


% 2.3 97.7 100


% 0.5 99.5 100


% 2.2 97.8 100


% 2.4 97.6 100


% 1.5 98.5 100


% 0.3 99.7 100


% 0.5 99.5 100


% 0.0 100 100


% 0.5 99.5 100


% 0.6 99.4 100


% 0.0 100 100


% 3.6 96.4 100


% 4 96 100


% 1.1 98.9 100


% 0.3 99.7 100


% 0.5 99.5 100


% 0.0 100 100


% 2.2 97.8 100


% 2.7 97.3 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.7 99.3 100


% 1 99 100


% 0.0 100 100



31st

January, 2012

50. Are you aware that a prepaid customer can get item-wise usage charge details, on request?

Service Providers

Yes No Total


% 1.4 98.6 100


% 1.7 98.3 100


% 0.4 99.6 100



31st

January, 2012

51. Have you been denied of your request for item-wise usage charge details for your pre-paid connection?

Service Providers

Yes No Total


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 50.0 50.0 100


% 54.5 45.5 100


% 0.0 100.0 100


% 19.2 80.8 100


% 19.0 81.0 100


% 20.0 80.0 100


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 0.0 100 100


% 0.0 100 100


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 0.0 0.0


% 0.0 100 100


% 0.0 100 100


% 0.0 100 100



31st

January, 2012

51. Have you been denied of your request for item-wise usage charge details for your pre-paid connection?

Service Providers

Yes No Total


% 12.0 88.0 100


% 11.8 88.2 100


% 14.3 85.7 100



31st

January, 2012

52. What were the reason(s) for denying your request?

Service Providers

No reasons

given Technical problem

Others Total


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 16.7 83.3 0.0 100


% 16.7 83.3 0.0 100


% 0.0 0.0 0.0 0.0


% 60.0 40.0 0.0 100


% 75.0 25.0 0.0 100


% 0.0 100.0 0.0 100


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0



31st

January, 2012

52. What were the reason(s) for denying your request?

Service Providers

No reasons

given Technical problem

Others Total


% 36.4 63.6 0.0 100


% 40.0 60.0 0.0 100


% 0.0 100.0 0.0 100



31st

January, 2012

53. Have you been provided the Manual of Practice, containing the terms and conditions of service, toll free number of Call Centre and contact detail of Nodal Officer and Appellate Authority for complaint redressal etc., while subscribing the new telephone connection?

Service Providers

Yes No Do not

remember Total


% 65.2 7.5 27.3 100


% 64.6 9.2 26.2 100


% 67.2 1.5 31.3 100


% 64.7 15.4 19.9 100


% 66.7 16.9 16.3 100


% 59.3 11.5 29.1 100


% 41.5 36.2 22.2 100


% 41.2 36.7 22.1 100


% 42.3 35.1 22.6 100


% 41.1 36.3 22.6 100


% 32.3 47.3 20.5 100


% 69.1 1.3 29.5 100

MTS (Total) Count 301 182 124 607

% 49.6 30 20.4 100


% 46.3 35 18.6 100


% 65.7 4.9 29.4 100


% 29.8 46.1 24.1 100


% 24.7 52.9 22.4 100


% 63.3 1.1 35.6 100


% 39.3 36.4 24.2 100


% 28.5 50 21.5 100


% 64.9 4.3 30.8 100


% 44.5 38.7 16.8 100


% 36 47.8 16.2 100


% 79 1.7 19.3 100


% 49.2 29 21.8 100


% 42.2 37.4 20.3 100


% 71.5 2.1 26.4 100


% 63.7 12.6 23.7 100


% 65 16 19 100


% 61.2 5.8 33 100



31st

January, 2012

53. Have you been provided the Manual of Practice, containing the terms and conditions of service, toll free number of Call Centre and contact detail of Nodal Officer and Appellate Authority for complaint redressal etc., while subscribing the new telephone connection?

Service Providers

Yes No Do not

remember Total

Overall Count 3277 2020 1522 6819

% 48.1 29.6 22.3 100


% 43.8 35.7 20.5 100


% 61.3 10.6 28.1 100



31st

January, 2012

ANNEXURE-BROADBAND SERVICES

1(a) When did you last apply for a broadband connection?

Service Providers

More than 7 to

15 days ago More than 15 to

30 days ago More than 30

days ago Total

BSNL (Total)

Count 97 125 1002 1224

% 7.9 10.2 81.9 100

BSNL (Urban)

Count 84 64 942 1090

% 7.7 5.9 86.4 100


% 9.7 45.5 44.8 100

1(b) After registration and payment of initial deposit by you within how many working days did the broadband connection get activated?

Service Providers

Within 7 working days More than 7 working days Total

BSNL (Total)

Count 523 701 1224

% 42.7 57.3 100

BSNL (Urban)

Count 465 625 1090

% 42.7 57.3 100


% 43.3 56.7 100

2. How satisfied are you with the time taken in the provision of the Broadband connection after registration and payment of initial deposit by you?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 1114 97 1017 99 11 1224

% 91.0 7.9 83.1 8.1 0.9 100

BSNL (Urban)

Count 1010 83 927 69 11 1090

% 92.6 7.6 85.0 6.3 1.0 100

BSNL (Rural) Count 104 14 90 30 0 134

% 77.6 10.4 67.2 22.4 0.0 100

3. In case your connection was temporarily suspended due to non-payment of bills, how much time was taken by the service provider to reactivate service after you made the payment?

Service Providers

Within 24 hrs

2-3 days 4-7 days more than 7 days

Not Applicable

Total

BSNL (Total)

Count 79 144 72 76 853 1224

% 6.5 11.8 5.9 6.2 69.7 100

BSNL (Urban)

Count 73 108 34 63 812 1090

% 6.7 9.9 3.1 5.8 74.5 100

BSNL (Rural) Count 6 36 38 13 41 134

% 4.5 26.9 28.4 9.7 30.6 100



31st

January, 2012

B. BILLING RELATED - ONLY FOR POSTPAID CUSTOMERS (FOR PREPAID CUSTOMERS GO TO Q9(A))

4. How satisfied are you with the timely delivery of bills?

Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 1048 53 995 168 8 1224

% 85.6 4.3 81.3 13.7 0.7 100

BSNL (Urban)

Count 926 47 879 157 7 1090

% 84.9 4.3 80.6 14.4 0.6 100

BSNL (Rural) Count 122 6 116 11 1 134

% 91.1 4.5 86.6 8.2 0.7 100


Service Providers

Overall satisfied=

(A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 1194 40 1154 28 2 1224

% 97.6 3.3 94.3 2.3 0.2 100

BSNL (Urban)

Count 1069 35 1034 19 2 1090

% 98.1 3.2 94.9 1.7 0.2 100

BSNL (Rural) Count 125 5 120 9 0 134

% 93.3 3.7 89.6 6.7 0.0 100


Service Providers

Difficult to read the bills

Difficult to understand

the language

Calculations not clear

Item-wise charges like total minutes of usage not given

Others Total

BSNL (Total)

Count 1 3 10 10 7 30

% 3.3 10.0 33.3 33.3 23.3 100

BSNL (Urban)

Count 1 2 9 5 5 21

% 4.8 9.5 42.9 23.8 23.8 100


% 0.0 11.1 11.1 55.6 22.2 100


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 1194 56 1138 30 0 1224

% 97.6 4.6 93.0 2.5 0.0 100

BSNL (Urban)

Count 1070 43 1027 20 0 1090

% 98.1 3.9 94.2 1.8 0.0 100

BSNL (Rural) Count 124 13 111 10 0 134

% 92.5 9.7 82.8 7.5 0.0 100



31st

January, 2012


Service Providers


subscribed


information

Charged for value

added services

not subscribed

Charged for

services not used

Others Total

BSNL (Total)

Count 7 2 5 14 3 30

% 23.3 6.7 16.7 46.7 10.0 100

BSNL (Urban)

Count 5 1 2 11 2 20

% 25.0 5.0 10.0 55.0 10.0 100


% 20.0 10.0 30.0 30.0 10.0 100

7. Have you made any billing related complaints in the last 6 months?

Service Providers

Yes No Total

BSNL (Total)

Count 96 1128 1224

% 7.8 92.2 100

BSNL (Urban)

Count 86 1004 1090

% 7.9 92.1 100


% 7.5 92.5 100

8. How satisfied are you with the process of resolution of complaints and the resulting refund/credit/waiver of excess charges on account of such resolution of complaints?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 39 0 39 57 0 96

% 40.6 0.0 40.6 59.4 0.0 100

BSNL (Urban)

Count 33 0 33 53 0 86

% 38.4 0.0 38.4 61.6 0.0 100


% 60.0 0.0 60.0 40.0 0.0 100

HELP SERVICES/CUSTOMER CARE INCLUDING CUSTOMER GRIEVANCE REDRESSAL


Service Providers

Yes No Total

BSNL (Total)

Count 282 942 1224

% 23.0 77.0 100

BSNL (Urban)

Count 264 826 1090

% 24.2 75.8 100


% 13.4 86.6 100



31st

January, 2012

11(a). How satisfied are you with the ease of access of call centre/customer care or helpline?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 179 8 171 95 8 282

% 63.4 2.8 60.6 33.7 2.8 100

BSNL (Urban)

Count 166 5 161 91 7 264

% 62.9 1.9 61.0 34.5 2.7 100


% 72.3 16.7 55.6 22.2 5.6 100

11(b). How satisfied are you with the ease of getting an option for “talking to a customer care executive”?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 162 7 155 113 7 282

% 57.5 2.5 55.0 40.1 2.5 100

BSNL (Urban)

Count 152 5 147 106 6 264

% 57.6 1.9 55.7 40.2 2.3 100


% 55.5 11.1 44.4 38.9 5.6 100


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 152 7 145 123 7 282

% 53.9 2.5 51.4 43.6 2.5 100

BSNL (Urban)

Count 143 6 137 115 6 264

% 54.2 2.3 51.9 43.6 2.3 100


% 50.0 5.6 44.4 44.4 5.6 100


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 159 8 151 116 7 282

% 56.3 2.8 53.5 41.1 2.5 100

BSNL (Urban)

Count 150 6 144 108 6 264

% 56.8 2.3 54.5 40.9 2.3 100


% 50.0 11.1 38.9 44.4 5.6 100



31st

January, 2012


Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 149 8 141 124 9 282

% 52.8 2.8 50.0 44.0 3.2 100

BSNL (Urban)

Count 143 6 137 112 9 264

% 54.2 2.3 51.9 42.4 3.4 100


% 33.3 11.1 22.2 66.7 0.0 100

NETWORK PERFORMANCE, RELIABILITY AND AVAILABILITY

15. How satisfied are you with the speed of Broadband connection?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 550 41 509 639 35 1224

% 44.9 3.3 41.6 52.2 2.9 100

BSNL (Urban)

Count 461 31 430 594 35 1090

% 42.2 2.8 39.4 54.5 3.2 100

BSNL (Rural) Count 89 10 79 45 0 134

% 66.5 7.5 59.0 33.6 0.0 100

16. How satisfied are you with the amount of time for which service is up and working?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 1009 48 961 205 10 1224

% 82.4 3.9 78.5 16.7 0.8 100

BSNL (Urban)

Count 901 38 863 180 9 1090

% 82.7 3.5 79.2 16.5 0.8 100

BSNL (Rural) Count 108 10 98 25 1 134

% 80.6 7.5 73.1 18.7 0.7 100

MAINTAINABILITY (FAULT REPAIR)

17. How often do you face a problem with your Broadband connection?

Service Providers

Never Occasionally Frequently Very

frequently Total

BSNL (Total)

Count 127 742 324 31 1224

% 10.4 60.6 26.5 2.5 100

BSNL (Urban)

Count 115 668 277 30 1090

% 10.6 61.3 25.4 2.8 100


% 9.0 55.2 35.1 0.7 100



31st

January, 2012

18. What was the broadband connection problem faced by you in last 6 months related to, please specify?

Service Providers

Problem was related to my

computer hardware/ software

Problem was related to the broadband

connection& modem provided by service

provider

Total

BSNL (Total)

Count 50 305 355

% 14.1 85.9 100

BSNL (Urban)

Count 47 260 307

% 15.3 84.7 100


% 6.3 93.8 100

19. How satisfied are you with the time taken for restoration of broadband connection?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 295 2 293 53 7 355

% 83.1 0.6 82.5 14.9 2.0 100

BSNL (Urban)

Count 252 1 251 49 6 307

% 82.1 0.3 81.8 16.0 2.0 100


% 89.6 2.1 87.5 8.3 2.1 100

20(a). Do you use any value added services or supplementary services such as static/ fixed IP addresses, e-mail IDs etc.

Service Providers

Yes No Total

BSNL (Total)

Count 289 935 1224

% 23.6 76.4 100

BSNL (Urban)

Count 259 831 1090

% 23.8 76.2 100


% 22.4 77.6 100

20(b). How satisfied are you with the process of activating value added services or the process of unsubscribing?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 287 3 284 2 0 289

% 99.3 1.0 98.3 0.7 0.0 100

BSNL (Urban)

Count 257 3 254 2 0 259

% 99.3 1.2 98.1 0.8 0.0 100


% 100.0 0.0 100.0 0.0 0.0 100



31st

January, 2012

20(c). Please tell me the reasons for your dissatisfaction.

Service Providers

Not

informed of charges


Not informed about toll free

number for unsubscribing

Others Total

BSNL (Total)

Count 2 0 0 0 2

% 100.0 0.0 0.0 0.0 100

BSNL (Urban)

Count 2 0 0 0 2

% 100.0 0.0 0.0 0.0 100


% 0.0 0.0 0.0 0.0 0.0

21(a). In last 6 months have you faced the problem of unauthorized activation of VAS by your service provider? (such as static/fixed IP addresses, email-ids, antivirus packages, etc)

Service Providers

Yes No Total

BSNL (Total)

Count 36 1188 1224

% 2.9 97.1 100

BSNL (Urban)

Count 35 1055 1090

% 3.2 96.8 100


% 0.7 99.3 100

21(b). Have you complained to your service provider for deactivation of such services and refund of charges levied?

Service Providers

Yes No Total

BSNL (Total)

Count 0 36 36

% 0.0 100.0 100

BSNL (Urban)

Count 0 35 35

% 0.0 100.0 100


% 0.0 100.0 100

21(c). What difficulties you have faced while deactivating of such services and refund of charges levied?

Service Providers

None

Delay in deactivation resulting in

repeat complaints

Customer care

refused to register

the complaint

Not aware of whom

to contact Others Total

BSNL (Total)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

BSNL (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0



31st

January, 2012

22. How satisfied are you with the resolution of your complaint for deactivation of VAS & refund of charges levied?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0

BSNL (Urban)

Count 0 0 0 0 0 0

% 0.0 0.0 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0 0.0 0.0

OVERALL CUSTOMER SATISFACTION

23(a). How satisfied are you with the overall quality of your Broadband service?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 999 17 982 207 18 1224

% 81.6 1.4 80.2 16.9 1.5 100

BSNL (Urban)

Count 893 11 882 180 17 1090

% 81.9 1.0 80.9 16.5 1.6 100

BSNL (Rural) Count 106 6 100 27 1 134

% 79.1 4.5 74.6 20.1 0.7 100

24. How many persons in your house/ organization are using this Broadband connection?

Service Providers

No. of persons (Average Numbers)

BSNL (Total)

Count 1224

avg. no. of persons 2.2

BSNL (Urban)

Count 1090


BSNL (Rural) Count 134


24(a). What kind of other services are you also taking from this service provider?

Service Providers

Wire-line Mobile Other None Total

BSNL (Total)

Count 397 184 6 637 1224

% 32.4 15.0 0.5 52.0 100

BSNL (Urban)

Count 356 163 6 565 1090

% 32.7 15.0 0.6 51.8 100


% 30.6 15.7 0.0 53.7 100



31st

January, 2012

25. Are you aware of the facility for measuring the broadband connection speed provided by your service provider?

Service Providers

Yes No Total

BSNL (Total)

Count 380 844 1224

% 31.0 69.0 100

BSNL (Urban)

Count 287 803 1090

% 26.3 73.7 100


% 69.4 30.6 100

26. On a scale of 1-10 where “10” is “Very Good” and “1” is “Very Poor”, how do you rate your service provider?

Service Providers

1 2 3 4 5 6 7 8 9 10 Total

BSNL (Total)

Count 19 36 54 74 233 385 222 150 41 10 1224

% 1.6 2.9 4.4 6.0 19.0 31.5 18.1 12.3 3.3 0.8 100

BSNL (Urban)

Count 19 34 50 62 208 350 194 128 35 10 1090

% 1.7 3.1 4.6 5.7 19.1 32.1 17.8 11.7 3.2 0.9 100

BSNL (Rural) Count 0 2 4 12 25 35 28 22 6 0 134

% 0.0 1.5 3.0 9.0 18.7 26.1 20.9 16.4 4.5 0.0 100

QUESTIONNAIRE FOR ASSESSMENT OF IMPLEMENTATION AND EFFECTIVENESS OF TELECOM

CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCES REGULATIONS, 2007

27. Are you aware of the call centre telephone number of your broadband service provider for making complaints/ query?

Service Providers

Yes No Total

BSNL (Total)

Count 1161 63 1224

% 94.9 5.1 100

BSNL (Urban)

Count 1060 30 1090

% 97.2 2.8 100


% 75.4 24.6 100

28. Have you made any complaint within last 6 months to the toll free Call Centre/customer care/Helpline telephone number?

Service Providers

Yes No Total

BSNL (Total)

Count 453 771 1224

% 37.0 63.0 100

BSNL (Urban)

Count 441 649 1090

% 40.5 59.5 100


% 9.0 91.0 100



31st

January, 2012


Service Providers

Complaint

was registered

and docket number received

Complaint was

registered and

docket number

not Received

Complaint was

registered and

docket number provided

on request

Complaint was

registered and

docket number


Refused to register

the complaint

Total

BSNL (Total)

Count 238 203 3 5 4 453

% 52.5 44.8 0.7 1.1 0.9 100

BSNL (Urban)

Count 232 198 3 4 4 441

% 52.6 44.9 0.7 0.9 0.9 100


% 50.0 41.7 0.0 8.3 0.0 100


Service Providers

Yes No Total

BSNL (Total)

Count 39 414 453

% 8.6 91.4 100

BSNL (Urban)

Count 36 405 441

% 8.2 91.8 100


% 25.0 75.0 100

31. How satisfied are you with the system of resolving of your complaints by call centre/customer care/ helpline?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 269 1 268 180 4 453

% 59.4 0.2 59.2 39.7 0.9 100

BSNL (Urban)

Count 262 1 261 175 4 441

% 59.4 0.2 59.2 39.7 0.9 100


% 58.3 0.0 58.3 41.7 0.0 100



31st

January, 2012

32. Please specify the reason(s) for your dissatisfaction

Service

Providers

Difficult to

connect

to call

centre

executive

Customer

care

executive

not polite/

courteous

Customer

care

executive

not

equipped

with

adequate

information

Time

taken by

call centre

for

redressal

of

complaint

is too

long

Customer

care

executive

was unable

to

understand

the

Problem

Total

BSNL (Total)

Count 120 3 3 54 4 184

% 66.3 1.7 1.7 29.8 2.2 100

BSNL (Urban)

Count 117 3 3 52 4 179

% 66.5 1.7 1.7 29.5 2.3 100


% 60.0 0.0 0.0 40.0 0.0 100


Service Providers


BSNL (Total)

Count 23 71 359 453

% 5.1 15.7 79.2 100

BSNL (Urban)

Count 19 65 357 441

% 4.3 14.7 81.0 100


% 33.3 50.0 16.7 100

34(a). In case the complaint has not been resolved by the call centre, you can contact the next level called as Nodal Officer. Are you aware of the contact details of the Nodal Officer?

Service Providers

Yes No Total

BSNL (Total)

Count 35 1189 1224

% 2.9 97.1 100

BSNL (Urban)

Count 26 1064 1090

% 2.4 97.6 100


% 6.7 93.3 100

34(b). Have you ever made a complaint to the Nodal Officer regarding your complaints not resolved or unsatisfactorily resolved by the call center/customer care?

Service Providers

Yes No Total

BSNL (Total)

Count 11 24 35

% 31.4 68.6 100

BSNL (Urban)

Count 9 17 26

% 34.6 65.4 100


% 22.2 77.8 100



31st

January, 2012

34(c). Were you able to contact to the Nodal officer without difficulty?

Service Providers

Yes No Total

BSNL (Total)

Count 11 0 11

% 100.0 0.0 100

BSNL (Urban)

Count 9 0 9

% 100.0 0.0 100


% 100.0 0.0 100


Service Providers

Yes No Total

BSNL (Total)

Count 8 3 11

% 72.7 27.3 100

BSNL (Urban)

Count 7 2 9

% 77.8 22.2 100


% 50.0 50.0 100

36(a). How satisfied are you with the redressal of the complaint by the Nodal Officer?

Service Providers

Overall

satisfied= (A+B)

A-Very Satisfied

B-Satisfied

C-Dissatisfied

D-Very Dissatisfied

Total

BSNL (Total)

Count 9 1 8 2 0 11

% 81.8 9.1 72.7 18.2 0.0 100

BSNL (Urban)

Count 8 1 7 1 0 9

% 88.9 11.1 77.8 11.1 0.0 100


% 50.0 0.0 50.0 50.0 0.0 100


Service Providers

Difficult

to connect

to the Nodal Officer

Nodal Officer not

polite/courteous


with adequate

information

Time taken by

Nodal Officer for redressal

of complaint

is too long


understand the

problem

Total

BSNL (Total)

Count 0 0 0 2 0 2

% 0.0 0.0 0.0 100.0 0.0 100

BSNL (Urban)

Count 0 0 0 1 0 1

% 0.0 0.0 0.0 100.0 0.0 100


% 0.0 0.0 0.0 100.0 0.0 100



31st

January, 2012


Service Providers

Yes No Total

BSNL (Total)

Count 9 1215 1224

% 0.7 99.3 100

BSNL (Urban)

Count 5 1085 1090

% 0.5 99.5 100


% 3.0 97.0 100

38. Have you filed any appeal in the last 6 months?

Service Providers

Yes No Total

BSNL (Total)

Count 0 9 9

% 0.0 100.0 100

BSNL (Urban)

Count 0 5 5

% 0.0 100.0 100


% 0.0 100.0 100


Service Providers

Yes No Total

BSNL (Total)

Count 0 0 0

% 0.0 0.0 0.0

BSNL (Urban)

Count 0 0 0

% 0.0 0.0 0.0


% 0.0 0.0 0.0


Service Providers

Yes No Appeal file d only recently

Total

BSNL (Total)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0

BSNL (Urban)

Count 0 0 0 0

% 0.0 0.0 0.0 0.0


% 0.0 0.0 0.0 0.0



31st

January, 2012

44. Have you been provided the manual of practice, containing the terms and conditions of service, toll free numbers of call centre and contact details of the Nodal officer and appellate authority for complaints redressal etc., while subscribing the new broadband connection?

Service Providers

Yes No Do not

remember Total

BSNL (Total)

Count 711 319 194 1224

% 58.1 26.1 15.8 100

BSNL (Urban)

Count 656 275 159 1090

% 60.2 25.2 14.6 100


% 41.0 32.8 26.1 100

Documents

West Bengal Survey Report (Quarter 2) on · 2017-12-16 · West Bengal Survey Report (Quarter 2) Marketing & Development Research Associates (MDRA) 1 31st January, 2012 1. Executive