Maharashtra Survey Report 2008

________________________________________________________________________
Telecom Regulatory Authority of India
FINAL REPORT
(Maharashtra Circle (including Goa) excluding Mumbai)
Assessment of
Implementation and Effectiveness of Telecom Consumers Protection and Redressal of

Grievances Regulations, 2007and Customer Perception of Service
A MARKET PULSE RESEARCH REPORT
MARKET PULSE
Division of Metrix Research & Analytics Pvt. Ltd.
701 A & B, 7th Floor, Devika Tower, Nehru Place
New Delhi 110 019
1
TRAI (QoS) Customer Satisfaction Survey Report – Maharashtra Circle
________________________________________________________________________
Table of Contents
S. No. Chapters Page No.
1 Preface 4 -5
2 Executive Summary 6-18
3 Scope of Project
19-42
Background
Survey Objectives
Survey Methodology
Coverage of the Survey
Geographical Coverage
Respondent Profile
Sampling Methodology & Coverage
Mode of Interview & Sample Size Covered
Customer Profile by Payment Mode Used
Demographic Profile
Methodology for Calculating Customer Satisfied as per
Customer Perception of Service
Explanation of Benchmarks
Definition of Key Terms Used
4 Compliance Report on Customer Perception of Service
43-53
Basic Telephone Service
Cellular Mobile Service
Broadband Service
5 Detailed Report
54-121
Broadband Service
2
________________________________________________________________________
S. No. Chapters Page No.
6 Critical Analysis
Basic Telephone Service 122-124
Broadband Service
7 Recommendations (Quality of Service)
Basic Telephone Service 125-129
Broadband Service
8 Annexure (Detailed Tables )
130-224
Annexure 1: Basic Telephone Service
Annexure 2: Cellular Mobile Service
Annexure 3: Broadband Service
9 Customer Satisfaction Survey Questionnaires
225-259
Broadband Service
3
________________________________________________________________________
PREFACE
The Telecom Regulatory Authority of India (TRAI) has been receiving a large number of
complaints from the telecom consumers relating to the telecom services provided by the service
providers. In this regard, TRAI had passed regulations on Quality of Service of Basic & Cellular
Mobile Telephone (2005), 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 telephone, cellular mobile and broadband service, so that they provide better
service to their customers.
To determine the effectiveness of implementation of the regulations, TRAI has initiated the
following survey:
Assessment of Implementation and Effectiveness of Telecom Consumers Protection and

Redressal of Grievances Regulations, 2007 and Customer Perception of Service through
Survey
It is planned that for this survey, customers of Basic Telephone Service (Wire-line), Cellular
Mobile Telephone Service and Broadband Service will be interviewed to obtain their feedback
on various parameters of service.
The survey has been 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.
4
________________________________________________________________________
South Zone: Chennai, Andhra Pradesh, Karnataka, Tamilnadu (excluding Chennai) and Kerala.
West Zone: Mumbai, Maharashtra (including Goa and excluding Mumbai), Gujarat and Madhya
Pradesh (Including Chattisgarh).
East Zone: Kolkata, West Bengal (Including Andaman & Nicobar, Sikkim and excluding
Kolkata), Bihar (including Jharkhand), Orissa, Assam and North East which includes Arunachal
Pradesh, Meghalaya, Mizorum, Nagaland, Manipur and Tripura.
With regard to the afore-mentioned survey, Market Pulse has been commissioned by Telecom
Regulatory Authority of India (TRAI) to conduct a Customer Satisfaction Survey (CSS) among
Cellular Mobile (including FWP), Basic Telephone (Wire-line) and Broadband customers, in the
Western region of India, comprising the metro circle of Mumbai and the circles of Maharashtra
(including Goa but excluding Mumbai), Gujarat, Madhya Pradesh and Chattisgarh.
5
________________________________________________________________________
1. EXECUTIVE SUMMARY
In the second quarter (1st April to 31st June) of 2008, we have carried out the customer
satisfaction survey in Maharashtra circle.
Four basic telephone service providers present in the circle as of date have been covered. Across
15 cities of Maharashtra circle excluding Mumbai, a sample of 4,014 basic wire-line customers
has been covered. Of this sample, 3,164 were postpaid customers and 850 were prepaid
customers.
Six cellular mobile telephone service providers present in the circle as of date have been covered.
Across 6 cities of Maharashtra circle excluding Mumbai, a sample of 6,564 cellular mobile
phone customers was covered. Of this, 4,659 were prepaid customers and 1,905 were postpaid
customers.
Seven broadband service providers present in the circle as of date have been covered. Across
various points of presence of the Maharashtra circle excluding Mumbai, a sample of 7,932
broadband customers was covered. Of this, 5,034 were postpaid customers and 2,898 were
prepaid customers.
The following feedback was obtained from the sample of customers:
 Satisfaction on the Quality of Service parameters as laid down by TRAI, namely…
- Provision of service (activation/ reactivation)

- Billing performance
- Help/ customer care service
- Network performance, reliability and availability
- Maintainability of the network
- Supplementary / value added service
- Services provided by the service provider on an overall basis
 Awareness of the grievance redressal mechanism set up by service providers, based on the
regulations laid down by TRAI
6
________________________________________________________________________
KEY FINDINGS OF THE SURVEY
Performance of the service providers on QoS parameters is outlined below. Performance scores
mentioned herein, refer to the level of satisfaction computed as per an agreed formula (detailed
in the methodology section)
1.1 Basic Telephone Service QoS Survey
1.1.1 Overall Satisfaction with Quality of Service:

 None of the service providers met the benchmark of 95%.
 Level of customer satisfaction for BSNL (70%) was higher as compared to other service
providers.
 Satisfaction scores of Airtel, Reliance and TTML were in the range of 64 - 68%.
1.1.2 Satisfaction with Provision of Service:

 TTML scored better than other service providers.
 Scores of BSNL, Reliance and Airtel were in the range of 63 -66%.
1.1.3 Satisfaction with Billing Performance - Postpaid:

 Level of customer satisfaction for Reliance (66%) was lower as compared to others.
 Satisfaction scores for Airtel, BSNL and TTML were in the range of 67 -71%.
1.1.4 Satisfaction with Billing Performance- Prepaid:

 TTML’s performance (71%) was better than the others.
 The satisfaction scores of Reliance and Airtel were in the range of 67 - 68% on this
parameter.
7
________________________________________________________________________
1.1.5 Experience with Customer Care:

 Performance of Reliance (60%) was weaker than others.
 TTML (66%) and Airtel (65%) scored higher than other service providers.
1.1.6 Satisfaction with Network Performance, Reliability & Availability:

 BSNL’s (72%) satisfaction score was higher than the other service providers’ followed
by TTML at 70%.
 The satisfaction scores of Airtel and Reliance ranged between 67 - 70%.
1.1.7 Satisfaction with Maintainability:

 Performances of TTML (64%) and Airtel (63%) were better than the others.
 Satisfaction scores of BSNL and Reliance were in the range of 54 - 60%.
1.1.8 Satisfaction with Supplementary Services:

 BSNL (82%) scored significantly higher on this parameter.
8
________________________________________________________________________
Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of

Grievances Regulations, 2007 among Basic Telephone Service Customers
1.1.9 Awareness of 3 Stage Redressal Mechanism
 98% of the customers claimed to be aware of the call center while less than 1% were
aware of the nodal officer and the appellate authority.
1.1.10 Experience with Call Centre/ Customer Care/ Help-line

 7% of all basic telephone service customers said that they had complained in the last 6
months to the toll free Call Centre/customer care/Helpline telephone number. 79% of the
customers who had complained said that they had received a docket number for most of
their complaints. A higher percentage of Reliance customer received docket numbers for
their complaints.
 Only 50% all the basic telephone service customers who had complained said that they
were informed about the action taken on their complaint by call centre.
 Only 66% all basic telephone service customers who had lodged complaints said that
they were satisfied with the system of resolving their complaints by the call centre/
customer care/ helpline. The main reason for dissatisfaction with customer care was the
time taken to redress the complaints.
 Only 44% 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 complaint.
1.1.11 Experience with Nodal Officer

 Only 1 basic telephone service customer in our sample claimed to have complained to the
nodal officer. This basic telephone service customer claimed that nodal officer was not
easily approachable. The nodal officer was not reported to have intimated the decision
taken on his complaint.
 The customer who contacted the nodal officer said that he was not satisfied with the
redressal of the complaint by the nodal officer. The reason for dissatisfaction with the
nodal officer was that nodal officer took a long time for redressal of complaint.
9
________________________________________________________________________
1.1.12 Experience with Appellate Authority

 None of the customers in our sample had filed an appeal with the appellate authority.
1.1.13 Compliance with regard to other service benchmarks

 Less than 1% of the basic telephone service customers said that they were aware of the
fact that they can get item-wise usage charge details on request. 3 out of 7 customers said
that they were denied item-wise usage charge details on request.
 31% of the new basic telephone service customers said that they got the Manual of
Practice containing the terms and conditions of service, grievance redressal mechanism
etc. while taking the connection.
10
________________________________________________________________________
1.2 Cellular Mobile Service

 Performance of BSNL (62%) and Airtel (61%) performance was weaker than others’.
 Performances of Idea (68%) and TTML (67%) were better than others’.

 Performance of Vodafone (74%) was slightly better than the other service providers’.
 Satisfaction scores of Airtel, BSNL, Idea, Reliance and TTML ranged between 70 - 73%.

 Satisfaction score for Reliance (62%) were lower than others’.
 Satisfaction scores for TTML (75%) and Vodafone (74%) were better than others’.
 Satisfaction scores for Airtel, BSNL and Idea stood at 66 - 70%.
1.2.4 Satisfaction with Billing Performance - Prepaid:

 Idea’s performance (72%) was slightly better than others’.
 The performance of Airtel, BSNL, Vodafone, Reliance and TTML were in the range of
67 – 71%.
11
________________________________________________________________________
1.2.5 Experience with Help Service:

 Level of satisfaction for TTML (67%) and Idea (66%) were higher.
 Satisfaction scores for Airtel, BSNL, Vodafone, and Reliance ranged between 61 - 64%.

 BSNL’s (61%) performance was weaker as compared to others’.
 Satisfaction scores for Airtel, Idea, Reliance and TTML were bunched in the range of 65
- 69% on this parameter.
 Vodafone’s (71%) performance was higher on this parameter.

 BSNL’s (62%) performance was weaker as compared to others.
 Satisfaction scores of Airtel, Idea, Reliance, and TTML were in the range of 66 - 70% on
this parameter.
 Vodafone’s (71%) performance was slightly higher on this parameter.

 Vodafone (80%) and TTML (77%) performance was better than others’.
 Satisfaction scores for Airtel, BSNL, Idea and Reliance were 66 - 74%.
12
________________________________________________________________________

Grievances Regulations, 2007 among Cellular Service Customers
 Only 13% of all cellular mobile customers were aware about the 3 stage grievances
redressal mechanism. 90% of the customers claimed to be aware of the call center while
only 9% were aware of the Nodal officer and none were aware about the appellate
authority.
1.2.10 Experience with Call Centre/ Customer Care/ Help-line Number

 Almost 5% 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.
 6% of all the cellular mobile customers who had complained said that they did not
receive docket numbers for most of their complaints even on request while 60% of all the
cellular mobile customers belonging to different service providers said that they had
received a docket number for most of their complaints.
 72% all cellular mobile customers who had lodged complaints said that they were
satisfied with the system of resolving of their complaints by call centre/ customer care/
helpline. The satisfaction was lower among BSNL customers. The main reason for
dissatisfaction with customer care was that the customer care executives were not
courteous.
 Only 13% 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.
13
________________________________________________________________________
 Only 8% (2 out of 25) cellular mobile 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.
 The two customers who approached the Nodal Officer reported that they were not able to
approach the nodal officer easily. These customers stated that the nodal officer did not
intimate the decision taken on their complaints. However, they were satisfied with the
redressal of the complaint by the nodal officer.

 None of the cellular mobile customers were aware of the contact details of appellate
authority.
1.2.12 Compliance with other Service Benchmarks

 Only 4% of the cellular mobile customers said that they were aware of the fact that they
can get item-wise usage charge details on request. 31% of these customers said that they
were denied item-wise usage charge details.
 Less than 22% of the new customers had got the Manual of Practice. 53% of the Tata
customers had got the Manual of Practice.
14
________________________________________________________________________
1.3 Broadband Service

 Level of customer satisfaction for Airtel (64%) was slightly higher than other service
providers.
 Satisfaction scores of Hathway, BSNL, You, Tata, Sify and Reliance were between 58 -
63%.

 Customer satisfaction for Hathway (69%) was higher than others on this parameter.
 Customer satisfaction for Reliance (64%) was lower than others.
 Satisfaction scores for BSNL, You, Tata, Sify and Airtel stood at 66 - 67%.

 Performance scores of the service providers stood at 64 – 68%.
 On this parameter, performance of Hathway (68%) was slightly better than others’.
 BSNL and Reliance scores were slightly lower on account of billing.
1.3.4 Satisfaction with Billing Performance - Prepaid:

 Tata’s satisfaction score of 80% was higher than other service providers.
 The performance of Hathway, You, Sify, Airtel and Reliance stood at 62 - 69% on this
parameter.
15
________________________________________________________________________
1.3.5 Experience with Help Services:

 Satisfaction scores for Airtel (63%), Tata (61%), and You (60%) were higher.
 Satisfaction scores for Hathway, BSNL, Reliance and Sify stood at 55 - 58%.

 Airtel (65%) and Tata (64%) scored slightly higher than the other service providers.
 Satisfaction scores for Hathway, BSNL, You, Sify, and Reliance ranged between 61 -
63% on this parameter.

 Performance of all service providers was very poor.

 All service providers scored in the range of 66 – 70% with respect to supplementary
services.
16
________________________________________________________________________

Grievances Regulations, 2007 among Broadband Service Customers

 99% of the broadband customers claimed to be aware of the call center while only 21%
were aware of the Nodal officer and 2% were aware of the appellate authority.
1.3.10 Experience with Call Centre/ Customer Care/ Helpline

 29% 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.
 7% of all broadband customers who had complained said that they did not receive docket
numbers even on request.
 Only 53% all 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. The satisfaction was lower among BSNL customers but significantly higher for
Airtel
 The main reason for dissatisfaction with customer care was the time taken to redress
complaints. Ease of accessibility was also cited as a reason for dissatisfaction.
 22% 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. None of Sify’s customers were satisfied with the
resolution of their billing complaints by call centre/customer care within four weeks after
they lodged their complaint.
17
________________________________________________________________________

 29% of those broadband customers who were aware, claimed to have complained to the
nodal officer regarding their complaints not being resolved or unsatisfactorily resolved by
the call center/ customer care.
 4 out of 10 broadband customers who complained were intimated about the decision
taken on their complaint by nodal officer.
 All broadband customers who complained were satisfied with the redressal of the
complaint by the nodal officer.

 None of the broadband subscriber in our entire sample said that they had filed an appeal
in a prescribed form, in the last 6 month.
1.3.13 Compliance with other Service Benchmarks

 Only 32% of the broadband customers said that they were aware of the fact that they can
get item-wise usage charge details on request. 2.5% of these customers said that they
were denied item-wise usage charge details.
 Only 38% of the new customers had got the Manual of Practice.
18
________________________________________________________________________
2 SCOPE OF THE PROJECT
2.1 Background
TRAI has passed regulations on Quality of Service of Basic & Cellular Mobile Telephone
(2005), 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
telephone, cellular mobile and broadband service, so service providers provide better services to
their customers. To determine the effectiveness of implementation of the regulations, TRAI has
initiated the following survey:
Assessment of Implementation and Effectiveness of Telecom Consumers Protection and

Redressal of Grievances Regulations, 2007 and Customer Perception of Service through
Survey
With regard to the above mentioned study, Market Pulse has been commissioned by Telecom
Regulatory Authority of India (TRAI) to conduct a Customer Satisfaction Survey (CSS) among
Cellular (including FWP), Basic Wireline and Broadband customers, in the Western region of
India, comprising the metro circle of Mumbai and the circles of Maharashtra (including Goa but
excluding Mumbai), Gujarat, Madhya Pradesh and Chattisgarh.
The current report presents the findings of the survey for Maharashtra circle that includes Goa
but excludes Mumbai.
19
________________________________________________________________________
2.2 Survey Objectives
The objectives of this customer satisfaction survey are as follows:
1. To measure the level of satisfaction among customers with respect to:
 Provision of service (activation/ reactivation)

 Billing performance
 Help/ customer care service
 Network performance, reliability and availability
 Maintainability of the network
 Supplementary / value added service
 Services provided by the service provider on an overall basis
2. To measure the awareness among customers with respect to the grievance redressal
mechanism set up by service providers based on the regulations laid down by TRAI.
2.3 Survey Methodology
 The survey was conducted through personal, telephonic and Internet based interviews.
 In the survey of basic telephone service and cellular mobile service customers, 75% of the
sample was covered with the help of personal interviews while the balance interviews were
done on telephone.
 The identity of respondents was recorded in the questionnaires and the signatures of the
customers who were surveyed through personal interviews were taken on the survey
questionnaires. The questionnaires were filled up using a ballpoint pen.
20
________________________________________________________________________
 In the broadband service survey, 50% of the sample was covered through face-to-face
interviews and upto 50% through a web-based survey. We used our proprietary web-based
survey editor to host the survey on the Internet. After sending these invitations, follow up
phone calls were made to drive respondents to the survey.
2.4 Coverage of the Survey
In the Second quarter (1st April to 30th June, 2008), we conducted the Customer Satisfaction
Survey (CSS) in Maharashtra circle (including Goa and excluding Mumbai). The following
service providers have been covered in the Maharashtra circle.
2.4.1 Basic Telephone (Wire-line) Service
1. Bharat Sanchar Nigam Limited (Referred as BSNL in the report)

2. Bharti Airtel Limited (Referred as Airtel in the report)
3. Reliance Communications (Referred as Reliance in the report)
4. Tata Teleservices Maharashtra Limited (Referred as TTML in the report)
2.4.2 Cellular (including FWP) Service
1. Idea Cellular Limited (Referred as Idea in the report)

2. Vodafone Essar Mobile Service Limited (Referred as Vodafone in the report)
6. Tata Teleservices Maharastra Limited (Referred as TTML in the report)
21
________________________________________________________________________
2.4.3 Broadband Service

3. Tata Communications (Referred as Tata in the report)
5. Satyam Infoway Limited (Referred as Sify in the report)
6. You India Private Limited (Referred as You in the report)
7. Hathway Datacom Private Limited (Referred as Hathway in the report)
2.5 Geographical Coverage
Geographical Coverage Cities Covered

Maharashtra Ahmednagar, Amravati, Beed, Bhandara, Dhule,
Panjim, Jalgaon, Kalyan, Kolhapur,
Nagpur, Nanded, Nasik, Osmanabad,
Pen (Raigad), Pune, Satara, Sindhugarh, Solapur, Yavatmal
22
________________________________________________________________________
2.6 Respondent Profile
The random sample included both prepaid & postpaid customers in the household and
commercial segments.
2.6.1 Individual/ Household users

 Only those above the age of 18 years were interviewed.
 Actual users of basic telephone service, mobile or broadband services were interviewed
2.6.2 Commercial users

In case of the basic telephone service survey, the administration or accounts executive/ manager
or whoever takes care of basic telephone service related issues was interviewed. In case of the
broadband survey, the head/manager of the IT/MIS Department or the administration or accounts
executive/ manager was covered. In case, there was no such person, then the CEO/ MD/ owner
of the firm were interviewed.
2.7 Sampling Methodology & Coverage
A set of residential and commercial areas were identified in Mumbai for this survey. Random
sampling was done in the selected areas to select the respondents.
2.7.1 Basic Telephone (Wire-line) Service: Database obtained from the service providers was
used in case of private operators, while for BSNL, door to door (in residential areas) and office-
to-office (in commercial areas) survey was carried out.
The sample for basic service customers was evenly spread across 5% of the exchanges of each
BSO in the circle. These exchanges were covered in urban and rural areas. The stated 5%
exchanges were evenly spread over 10% of SDCAs for each BSO.
BSNL: In the Maharashtra circle (including Goa & excluding Mumbai), there are 4973
exchanges and there are 304 SDCAs. 5% of these exchanges can be approximated to 249
exchanges and 10% of these SDCAs are 31 SDCAs. We have covered 249 exchanges and 31
SDCAs across 15 telecom districts which had more than 10 SDCAs each.
23
________________________________________________________________________
Airtel: We have covered Pune because in this circle, Airtel reported presence only in Pune.
Reliance: We have covered Pune and Nasik because Reliance reported presence in Pune and
Nasik in this circle.
TTML: Out of 23 exchanges in this circle, we have covered 5 exchanges i.e. Kolhapur, Nagpur,
Nasik, Panjim and Pune.
For basic wire-line service survey, both residential and commercial areas were covered. In case
of private operators, the sample was covered only in the urban areas.
Service Providers Cities Covered Sample Size

BSNL 15 1067
Airtel 1 970
Reliance 2 970
TTML 5 970
Total 3977

Maharashtra Ahmednagar, Amravati, Bhandara, Dhule, Panjim, Jalgaon, Kalyan,
Kolhapur, Nagpur, Nanded, Nasik, Pen (Raigad), Pune, Satara,
Yavatmal
24
________________________________________________________________________
2.7.2 Cellular Mobile Telephone Service (including FWP): 5% of the total sample comprised
FWP customers. For post-paid users, a database obtained from the service providers was used to
boost the sample. The survey was carried out in both residential areas and commercial areas.
For prepaid users, only a door-to-door (in residential areas) and office-to-office (in commercial
areas) survey was carried out.
The sample for cellular mobile telephony service customers was evenly spread across 10% of
district headquarters of a service area where the services were commissioned.
In all there, are 34 district headquarters in Maharashtra circle (including Goa & excluding
Mumbai). We have selected 6 district headquarters on the basis of their geographical spread
namely Nasik (North), Kolhapur (South), Nagpur (East), Pune (West), Ahmednagar (Central)
and Panjim (Goa). Urban areas falling within 20 Km radius of the district headquarters were
covered.

Idea 7 1067
Vodafone 7 1067
BSNL 7 1067
Airtel 7 1067
Reliance 7 1067
TTML 7 1067
Total 6402

Maharashtra Ahmednagar, Kolhapur, Nagpur, Nasik, Panjim and Pune
25
________________________________________________________________________
2.7.3 Broadband Service: In residential areas, the customer database obtained from the service
providers was used. In commercial areas, an office-to-office survey was carried out since
penetration of broadband was high in these areas.
The sample for broadband service customers was evenly spread in the areas served by 10% of
the Points of Presence (POPs) for each service provider in each service area.
BSNL: There are 181 exchanges (where their broadband service is available) spread across 30
BSNL telecom districts including Goa; thus, we covered 10% of these exchanges i.e. 19
exchanges.
Airtel: Bharti Airtel reported presence in Pune only.
Tata: They have 2 POPs in Pune which were covered.
Reliance: Reliance reported presence in Pune and Nasik both of which were covered.
Sify: There are 27 POPs in rest of Maharastra of which Pune, Panjim and Nagpur were covered.
Hathway: As broadband service is only available in Pune and Nasik, we covered both of them.
You: In rest of Maharastra, You Telecom reported presence in Pune.

BSNL 19 1067
Airtel 1 1067
Tata 1 1067
Reliance 2 1067
Sify 3 1067
Hathway 2 1067
You 1 1067
Total 7469
Geographical Coverage Areas Covered

Maharashtra Ahmednagar, Amravati, Beed, Bhandara, Dhule, Panjim, Jalgaon,
Kalyan, Kolhapur, Nagpur, Nanded, Nasik, Osmanabad, Pen
(Raigad), Pune, Satara, Sindhugarh, Solapur, Yavatmal
26
________________________________________________________________________
2.8 Mode of Interview & Sample Size Covered
2.8.1 Basic Telephone Service (Wire-line)

For customer satisfaction survey of Basic Telephone Service customers, 75% of the sample was
covered with the help of face-to-face interviews while the balance interviews were done on
telephone. For rural, customers face-to-face interviews were done.
Service Providers Face to Face (75%) Telephonic (25%) Sample Size

Covered
Airtel 740 246 986
BSNL 806 268 1,074
Reliance 734 244 978
TTML 732 244 976
Total 3,012 1,002 4,014
2.8.2 Cellular Mobile Service

For customer satisfaction survey of Cellular Mobile Telephone Service customers, 75% 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 (75%) Telephonic (25%) Sample Size

Covered
Airtel 801 267 1,068
BSNL 840 280 1,120
Vodafone 820 273 1,093
Idea 824 274 1,098
Reliance 809 269 1,078
TTML 830 277 1,107
Total 4,924 1,640 6,564
27
________________________________________________________________________

For customer satisfaction survey of Broadband Service customer, 50% of the sample had to be
covered through face-to-face interviews and upto 50% through a web-based 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 (50%) Internet (50%) Sample Size

Covered
Hathway 568 568 1,136
BSNL 537 537 1,074
You 592 592 1,184
Tata 612 612 1,224
Sify 589 589 1,178
Airtel 534 533 1,067
Reliance 535 534 1,069
Total 3,967 3,965 7,932
28
________________________________________________________________________
2.9 Customer Profile by Payment Mode Used
A total of 4 basic telephone service providers present in the circle as of date have been covered.
Across 15 cities of the Maharashtra circle, 4,014 basic telephone service (Wire-line) customers
were covered. Of this sample, 3,164 were postpaid customers and 850 were prepaid customers.
Service Providers Prepaid Postpaid Sample Size

Covered
Airtel 21 965 986
BSNL 0 1,074 1,074
Reliance 473 505 978
TTML 356 620 976
Total 850 3,164 4,014
A total of 6 cellular mobile telephone service providers present in the circle as of date have been
covered. Across 6 cities of the Maharashtra circle, 6,564 cellular mobile service customers were
covered. Of this sample, 4,659 were prepaid customers and 1,905 were postpaid customers.

Covered
Airtel 762 306 1,068
BSNL 927 193 1,120
Vodafone 672 421 1,093
Idea 807 291 1,098
Reliance 898 180 1,078
TTML 593 514 1,107
Total 4,659 1,905 6,564
A total of 7 broadband service providers present in the circle as of date have been covered.
Across various Points of Presence of the Maharashtra circle, 7,932 broadband service customers
29
________________________________________________________________________
were covered. Of this total sample, 5,034 were postpaid customers and 2,898 were prepaid
customers.

Covered
Hathway 862 274 1,136
BSNL 0 1,074 1,074
You 634 550 1,184
Tata 478 746 1,224
Sify 806 372 1,178
Airtel 31 1,036 1,067
Reliance 87 982 1,069
Total 2,898 5,034 7,932
30
________________________________________________________________________
2.10 Demographic Profile
2.10.1.1Gender Profile
16%
84%
Male Female
4,014 basic telephone service (Wire-line) customers were covered. Of this sample, 3,389 were
male and 625 were female customers.
2.10.1.2 Age Profile

Age Group %
Less than 25 years 15
25 – 60 years 84
More than 60 years 1
Base 4,014
84% of the customers were in the age group of 25 – 60 years while 15% were less than 25 years
and 1% were more than 60 years old.
31
________________________________________________________________________
2.11.2.1Gender Profile
8%
92%
Male Female
6,564 cellular mobile service customers were covered. Of this sample, 6,057 were male and 507
were female customers.

Years %
25 – 60 years 66
Base 6,564
and 1% were more than 60 years.
32
________________________________________________________________________
2.11.2.3 Occupation Profile
Occupation %
Service 37
Businessman/ Self Employed 43
Student 16
Housewife 4
Retired 1
Base 6,564
Out of 6,564 cellular mobile service customers 43% of the customers were businessmen/ self-
employed while 37% of them were employed.
2.12.3.1 Gender Profile
19%
81%
Male Female
7,932 broadband service customers were covered. Of this sample, 6407 were male and 1525
were female customers.
33
________________________________________________________________________

Years %
25 – 60 years 85
Base 7,932
and 1% were more than 60 years old.
2.13 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)

Broadband Service
34
________________________________________________________________________
2.14 Methodology for Calculating Customer Satisfaction as per Customer Perception of

Service
To measure the satisfaction across various QoS parameters we used a four-point scale of:
• “Very Satisfied”,
• “Satisfied”,
• “Dissatisfied” and
• “Very Dissatisfied”.
Weights were assigned to all the four responses with “Very Satisfied” being assigned 4 and
“Very Dissatisfied” being assigned 1. This was done as per instructions from TRAI.
The overall satisfaction score for each QoS parameter was ascertained using the following
formula(s):
Mean Score = A / N
Where:
A = (No. of customers who had given a rating of “very satisfied” * 4 + No. of customers who
had given a rating of “satisfied” * 3 + No. of customers who had given a rating of “dissatisfied”
* 2 + No. of customers who had given a rating of “very dissatisfied” * 1)
N = Total sample size achieved
Now, overall weighted satisfaction score is calculated using the formula:
Overall weighted satisfaction score = {(Mean Score – 1) / 3} * 100
This implies that if all the customers are “Very Satisfied”, the operator can get a rating of 100%.
On the other hand, if all the customers are “Very Dissatisfied”, the operator gets a score of 0%.
Thus, the scale has been calibrated to range between 0% and 100%.
2.15 Methodology for Calculating Percentage of Customer Satisfied
To measure the percentage of customer satisfied, we have taken into account the total percentage
of satisfied customers i.e. very satisfied and satisfied customers on various parameters of
customer perception of service.
35
________________________________________________________________________
2.16 Explanation of Benchmarks
TRAI has laid down benchmarks on Customer Perception of Service for the service providers of
Basic Telephone, Cellular Mobile and Broadband service.
The purpose of laying down these benchmarks was to protect the interest of consumers of
telecommunication services and to create conditions for consumer satisfaction by making known
the quality of service that the service providers are required to provide and the user has a right to
expect.
All service providers have to follow these benchmarks. The following are the benchmarks laid
down by TRAI.
2.16.1 Basic Telephone Service

Customer Perception of Service Benchmarks
% Satisfied with Provision of Service >95%

% Satisfied with Billing Services – Postpaid >90%
% Satisfied with Billing Services - Prepaid >90%
% Satisfied with Customer Care Services >90%
% Satisfied with Network Performance, Reliability and Availability >95%
% Satisfied with Maintainability >95%
% Satisfaction with Supplementary Services >95%
Overall Customer Satisfaction >95%


36
________________________________________________________________________

The parameters of customer perception of service have taken into account the following sub-
parameters:
Provision of Service (activation/ reactivation)

 Time taken to provide customer with working telephone connection
 Time taken for shifting of telephone, in case customer had sought shifting of telephone in
the last 6 months
 Time taken to reactivate service of temporarily suspended connection after payment of
bill was made
Billing Performance (Postpaid)

 Timely delivery of bills
 Accuracy of bills
 Process of resolution of billing complaints
 Clarity of the bills sent by the service provider in terms of transparency and
understandability
Billing Performance (Prepaid)

 Accuracy of bills i.e. amount deducted on every usage
37
________________________________________________________________________
Help Services
 Ease of access of call centre/customer care or helpline
 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
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 Services
 Quality of the supplementary services provided
Services provided by the service provider on an overall basis
Provision of Service
 Time taken to activate cellular mobile connection after customer applied and completed
all formalities
 Time taken to reactivate service of temporarily suspended connection after payment of
bill was made
38
________________________________________________________________________
Billing Performance (Postpaid)

 Accuracy of bills
 Clarity of the bills sent by the service provider in terms of transparency and
understandability

Help Services
Network Performance, Reliability And Availability

 Availability of signal in customer locality
 Ability to make or receive calls easily
 Voice quality
Maintainability of the Network

 Availability of network (signal)
 Restoration of network (signal) problems
Supplementary Services
39
________________________________________________________________________
Broadband Service
 Time taken to provide customer with broadband connection after registration and
payment of initial deposit by customer
 Time taken to reactivate service of temporarily suspended connection after payment
Billing performance
 Accuracy of Bills
 Clarity of the bills in terms of transparency & understandability

Help Services
Network Performance, Reliability and Availability

 Speed of broadband connection
 Amount of time for which service is up and working
Maintainability of the network

 Restoration of broadband connection
Supplementary / value added service

40
________________________________________________________________________
2.17 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.
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.
41
________________________________________________________________________
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 customers of the service.
(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.
42
________________________________________________________________________
3. COMPLIANCE REPORT ON CUSTOMER PERCEPTION OF SERVICE
The compliance report has been presented, by using two methods:
 Benchmarking of customer perception on service parameters as per the methodology

explained in section 2.14. This methodology has been used to derive the level of
customer satisfaction with perception of service for all the three services i.e. Basic
Telephone, Cellular Mobile and Broadband.
 The percentage of customer satisfied on various service parameters was derived by using
the methodology explained in section 2.15. According to this methodology the total
percentage of satisfied customers i.e. very satisfied and satisfied customers on various
parameters of customer perception of service has been taken into account. This
methodology has been used to derive the percentage of customer satisfied with perception
of service parameters for all the three services i.e. Basic Telephone, Cellular Mobile and
Broadband.
43
________________________________________________________________________
3.1 Basic Telephone Service
3.1.1 The following table exhibits customer perception of various parameters of service.
Service Base % Satisfied % Satisfied with % % Satisfied % Satisfied % % Satisfied

Providers with Billing Performance Satisfied with with Supplementary with Overall
Provision of Postpaid Prepaid with Help Network Maintainability Services Satisfaction
Service Services Performance,
Reliability
and
Availability
Benchmarks >95% >90% >90% >90% >95% >95% >95% >95%
Maharashtra Circle
Airtel 986 66 67 68 65 67 63 67 65
BSNL 1,074 63 71 - 61 72 60 82 70
Reliance 978 63 66 67 60 67 54 68 64
TTML 976 70 69 71 66 70 64 70 68
Overall 4,014 66 68 68 63 69 60 71 67
 None of the service providers in the Maharashtra circle met the benchmarks laid down by
TRAI on various parameters.
 However, performance of BSNL was better than other service providers as indicated by
higher satisfaction scores on billing performance (postpaid), network performance,
reliability & availability, supplementary services and on an overall basis .
 TTML scored higher than other service providers on 3 out of the 7 parameters namely
provision of service, billing performance (prepaid), help services and maintainability.
44
________________________________________________________________________
3.1.2 The following table shows the proportion of satisfied customers on various service
parameters.

Reliability
and
Availability
Maharashtra Circle
Airtel 986 97 98 100 93 96 83 95 91
BSNL 1,074 74 96 - 76 96 74 100 94
Reliance 978 87 92 99 79 96 65 98 88
TTML 976 99 97 100 91 96 87 94 96
Overall 4,014 91 96 100 86 96 77 96 92
 On an overall basis, 92% of the basic telephone service customers were satisfied with
their service providers. 96% of TTML customers were satisfied followed by 94% for
BSNL.
 TTML’s performance was better on provision of service, billing (prepaid),

maintainability and on an overall basis.
 Airtel’s performance on billing performance (postpaid) and help services was better than
the other service providers’.
 With regards to supplementary service, BSNL had the highest percentage of satisfied
customers.
45
________________________________________________________________________
3.1.3 The following table shows the percentage of customers who got a working connection
within 7 days.
% of customers who got a working telephone connection within 7 days

Service
Providers Base Benchmark: 7 days
Maharashtra Circle
Airtel 143 62.9
BSNL 23 65.2
Reliance 154 63.0
TTML 143 49.7
Overall 463 59.0
59% of all the customers got their working telephone connection within 7 days. BSNL was
quicker in providing working telephone connections to a larger proportion of their new
customers than other service providers while TTML was slower on this parameter.
3.1.4 The following table shows the percentage of customers who reported that their
telephone fault was repaired within 3 days.
Base % of customers who reported fault repair to be within 3 days

Service
Providers Benchmark: Within 3 days
Maharashtra Circle
Airtel 30 86.7
BSNL 97 74.3
Reliance 77 61.0
TTML 107 76.7
Overall 311 73.0
73% of all customers reported that the fault was repaired within 3 days. As compared to other
service providers, a larger proportion of Airtel customers reported that their faulty telephone
connections were repaired within 3 days.
46
________________________________________________________________________
3.1.5 The following table shows the proportion of customers who reported that their
telephone service was terminated within 1 day on request.
Base % of customers who reported termination time to be 1 day

Service
Providers Benchmark: Within 1 day
Maharashtra Circle
Airtel 8 0.0
BSNL 14 14.3
Reliance 9 0.0
TTML 22 13.6
Overall 53 9.4
Only 9.4% of customers reported that their telephone connection was terminated within 1 day of
their request. 14.3% of the BSNL customers who got their telephone connection terminated
reported that their telephone connection was terminated within the benchmark duration.
3.1.6 The following table shows the proportion of customers who reported that their billing
complaints were resolved by call centre within four weeks.
Base % of customers whose billing complaints were resolved by call centre within
Service four weeks after they lodged their complaints
Providers Benchmark: Within 4 weeks
Maharashtra Circle
Airtel 11 45.5
BSNL 4 75.0
Reliance 55 34.5
TTML 18 66.7
Overall 88 44.3
Only 44.3% of all customers reported that their complaints were resolved within 4 weeks after
they lodged their complaints.
47
________________________________________________________________________

Reliability
and
Availability
Benchmarks >95% >90% >90% >90% >95% >95% >95% >95%
Maharashtra Circle
Airtel 1,068 73 70 70 64 65 66 74 62
BSNL 1,120 70 69 69 61 61 62 66 61
Vodafone 1,093 74 74 71 64 71 71 80 65
Idea 1,098 73 66 72 66 69 70 71 68
Reliance 1,078 72 62 67 63 68 69 66 65
TTML 1,107 73 75 68 67 69 70 77 67
Overall 6,564 72 71 70 64 67 68 73 65
 None of the service providers met the benchmarks laid down by TRAI on various
parameters.
 On an overall basis, both Idea and TTML emerged with better scores of 68 and 67%
respectively.
 Performance of Idea was better on billing performance (prepaid) and on an overall basis.
 TTML’s performance was better than others’ on billing performance (postpaid) and help
services.
 However, performance of Vodafone was better than other service providers on 4 out of 7
parameters, as indicated by the scores in the table above.
48
________________________________________________________________________
3.2.2 The following table shows the proportion of satisfied customers with various
parameters of customer perception of service.

Reliability
and
Availability
Maharashtra Circle
Airtel 1,068 95 90 97 83 86 86 97 78
BSNL 1,120 98 94 97 78 74 78 96 76
Vodafone 1,093 95 91 95 79 93 95 96 86
Idea 1,098 96 90 98 84 91 91 96 88
Reliance 1,078 98 86 92 78 92 94 92 84
TTML 1,107 95 95 98 87 92 94 96 91
Overall 6,564 96 92 96 82 88 90 96 84
 On an overall basis, 84% of all cellular service customers were satisfied with their service
providers. A higher proportion of TTML customers (91%) were satisfied.
 The survey reveals a lower proportion of satisfied customers on parameters such as Help
Services.
 TTML registered a higher percentage of satisfied customers than other service providers
on 2 out of 7 parameters, namely billing (postpaid & prepaid)) and help services.
 BSNL and Reliance had a higher percentage of satisfied customers with provision of
service while Airtel registered a higher percentage of satisfied customers with
supplementary services.
 The survey revealed a higher percentage of satisfied customers for Vodafone on network
performance, reliability & availability and on maintainability.
49
________________________________________________________________________
3.2.3 The following table shows the percentage of customers who reported that their billing
Service Base % of customer whose billing complaints were resolved by call centre within
Providers four weeks after they lodged their complaints
Benchmark: Four Weeks
Maharashtra Circle
Airtel 82 28.0
BSNL 37 0.0
Vodafone 61 16.4
Idea 39 10.3
Reliance 73 1.4
TTML 29 17.2
Overall 321 13.4
Only 13.4% 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. However,
billing complaints of none of the BSNL customers in our sample were resolved with 4 weeks.
50
________________________________________________________________________

Reliability
and
Availability
Benchmarks >90% >90% >90% >90% >85% >85% >85% >85%
Maharashtra Circle
Hathway 1,136 69 68 66 55 61 36 67 60
BSNL 1,074 66 64 - 58 63 36 68 62
You 1,184 66 66 64 60 63 36 68 62
Tata 1,224 67 66 80 61 64 36 70 63
Sify 1,178 67 67 62 58 61 39 69 58
Airtel 1,067 66 67 67 63 65 40 67 64
Reliance 1,069 64 64 69 56 61 35 66 58
Overall 7,932 67 66 67 59 63 37 68 61
 None of the service providers met the benchmarks laid down by TRAI, on various
parameters. The scores were particularly low on account of Maintainability.
 However, performance of Tata was better than other service providers as indicated by
higher scores on 4 out of 7 parameters. They were followed by Airtel.
 Both Reliance and Hathway registered lower scores on satisfaction with overall service.
51
________________________________________________________________________
3.3.2 The following table shows the proportion of satisfied customers on various service
parameters

Provision of Postpaid Prepaid with Help Network Maintainability Services Service
Reliability
and
Availability
Maharashtra Circle
Hathway 1,136 93 94 91 66 81 17 96 77
BSNL 1,074 91 96 - 72 85 11 95 81
You 1,184 96 92 92 81 88 20 98 83
Tata 1,224 94 95 100 81 88 15 97 85
Sify 1,178 96 98 82 75 79 24 99 75
Airtel 1,067 96 96 97 85 89 19 100 88
Reliance 1,069 90 90 98 71 83 13 94 75
Overall 7,932 94 94 91 76 85 17 97 80
 All the service providers registered a lower proportion of satisfied customers on account
of Maintainability.
 Airtel registered a higher percentage of satisfied customers than other service providers
on 4 out of 7 parameters, namely provision of service, help services, network
performance and supplementary services.
 You had a higher percentage of satisfied customers with provision of service.
 Tata had a higher percentage of satisfied customers with respect to billing performance
(prepaid).
 The survey revealed a higher percentage of satisfied customers for Sify on provision of
service, billing performance (postpaid) and maintainability.
52
________________________________________________________________________
3.3.3 The following table shows the proportion of customers who reported getting a
working connection with 15 days.
Service Base % of customers who claimed to have got a working connection within 15
Providers days
Benchmark: Within 15 Working Days
Maharashtra Circle
Hathway 1094 92.3
BSNL 1085 70.7
You 1144 97.6
Tata 1090 90.2
Sify 1151 94.5
Airtel 1061 94.3
Reliance 1068 86.5
Overall 7693 89.7
89.7% of the customers got their working connection within 15 working days. However, 29% of
BSNL customers got their working connection after 15 working days.
3.3.4 The following table shows the percentage of customers who reported that their billing
Service Base % of customers whose billing complaints were resolved by call centre within
Providers four weeks after they lodged their complaints
Benchmark: Within 4 weeks
Maharashtra Circle
Hathway 34 17.6
BSNL 20 20.0
You 70 22.9
Tata 44 22.7
Sify 11 0.0
Airtel 52 38.5
Reliance 131 16.8
Overall 362 21.5
Only 21.5% of customers reported that their complaints were resolved within 4 weeks after they
lodged their complaints. Customers of Sify reported that their complaints were not resolved
within 4 weeks.
4. DETAILED REPORT
4.1 Basic Telephone Service (Wire-line) – Maharashtra Circle
53
________________________________________________________________________
Customer Satisfaction Survey in the Maharashtra cirlce was done among customers of 4 Basic
Telephone Service providers i.e. Airtel, BSNL, Reliance and TTML.
4.1.1 Customer Satisfaction with Provision of Service

4.1.1.1The following graph shows the level of customer satisfaction with provision of
service.
100
80
Benchmark is 95%
60
40
66 63 63 70 66
20
0
Airtel BSNL Reliance T T ML Overall

 TTML scored better than other service providers.
 Scores of BSNL, Reliance and Airtel were in the range of 63 -66%.
4.1.1.2 The following graph shows the percentage of satisfied customers with provision of
service.
100
80
60
97 99 91
40 87
74
20
0
 BSNL (74%) had a lower percentage of satisfied customers with respect to provision of
service as compared to other service providers. TTML (99%) and Airtel (97%) registered
a higher percentage of satisfied customers with provision of service.
4.1.1.3 The following table shows the percentage of satisfied customers with sub-
parameters of provision of service.
54
________________________________________________________________________
% Customers satisfied on different sub-parameters of

Sub Parameters Base
Airtel BSNL Reliance TTML Overall
Time taken to provide them
with working telephone 463 98.6 91.3 94.1 99.2 97.0
connection
Time taken for shifting of
telephone , in case customer
213 100.0 67.1 87.5 100.0 87.3
had sought shifting of
telephone in the last 6 months
Time taken to reactivate
service of temporarily
274 80.0 76.8 74.1 96.1 83.6
suspended connection after
payment of bill was made
 Most customers were satisfied with the time taken to provide new basic service telephone
connections.
 The proportion of satisfied customers with respect to time taken to shift telephones and
time taken to reactivate temporarily suspended connections.
 33% of the BSNL customers were not satisfied with the shifting of telephone connection.
 Most TTML customers were also satisfied with reactivation of their temporarily
suspended connection.
55
________________________________________________________________________
4.1.2a Customer Satisfaction with Billing Performance among Postpaid Customers

4.1.2.1 The following graph shows the level of customer satisfaction with billing
performance among postpaid customers.
100
80 Benchmark is 90%
60
40 71
67 66 69 68
20
0

 Level of customer satisfaction for Reliance (66%) was lower as compared to others.
 Satisfaction scores for Airtel, BSNL and TTML were in the range of 67 -71%.
4.1.2.2 The following graph the proportion of satisfied customers with respect to billing
performance among postpaid customers.
100
80
60
98 96 92 97 96
40
20
0
 Reliance (88%) had slightly lower percentage of satisfied customers on account of billing
performance (postpaid) than others.
 Airtel (98%), TTML (97%) and BSNL (96%) registered a higher percentage of satisfied
customers on account of billing performance (postpaid) than others.
56
________________________________________________________________________
4.1.2.3 The following table shows the percentage of satisfied postpaid customers with
different sub-parameters of the billing process.
% Postpaid customers satisfied with different sub-

parameters of Billing Process
Sub Parameters Base
Timely delivery of bills 3,164 97.5 96.3 88.9 95.3 95.4

Accuracy of the bills
3,164 97.4 96.0 94.6 97.0 96.4
Process of resolution of billing
187 55.0 73.4 41.2 76.9 60.5
complaints
Clarity of the bills in terms of
transparency & 3,164 99.7 98.4 98.9 99.7 99.2
understandability
 Most customers were satisfied on account of timely delivery of bills, clarity and accuracy
of bills; however, a lower proportion of Reliance customers were satisfied with the
delivery.
 A substantial proportion of customers, particularly of Airtel and Reliance, were
dissatisfied with the process of resolution of billing complaints.
57
________________________________________________________________________
4.1.2b Customer Satisfaction with Billing Performance among Prepaid Customers

4.1.2.1b The following graph shows the level of satisfaction with billing performance among
prepaid customers.
100
80 Benchmark is 90%
60
40 71
68 67 68
20
0
Airtel Reliance T T ML Overall

 TTML’s performance (71%) was slightly better than the others.
 The satisfaction scores of Reliance and Airtel were in the range of 67 - 68% on this
parameter.
4.1.2.2b The following graph the percentage of satisfied customers with prepaid billing.
100
80
60
100 99 100 100
40
20
0
Airtel Reliance T T ML Overall
 On an overall basis, customers of service providers were satisfied with billing

performance.
58
________________________________________________________________________
4.1.3 Customer Satisfaction with Help Services

4.1.3.1 The following graph shows the level of customer satisfaction with help services.
100
80
Benchmark is 90%
60
40
65 61 60 66 63
20
0

 Performance of Reliance (60%) was weaker than others.
 TTML (66%) and Airtel (65%) scored higher than other service providers.
4.1.3.2 The following graph shows the percentage of customers satisfied with help services.
100
80
60
93 91 86
40 76 79
20
0
 Airtel (93%) and TTML (91%) had a higher percentage of satisfied customers with
respect to help services.
 BSNL (76%) and Reliance (79%) registered a lower percentage of satisfied customers on
account of help services.
59
________________________________________________________________________
4.1.3.3 The following table shows the percentage of customers satisfied with sub-
parameters of help services.
% Customers satisfied with sub-parameters of

Help Services
Sub Parameters Base
Ease of access of call
centre/customer care or 1,135 93.5 80.0 81.0 95.4 88.1
helpline
Response time taken to answer
your call by a customer care 1,135 93.8 75.1 85.7 93.0 88.2
executive
Problem solving ability of the
1,135 91.4 73.5 74.4 88.5 82.9
customer care executive(s)
Time taken by call
centre/customer care /helpline 1,135 91.6 74.1 74.4 88.9 83.1
to resolve your complaint
 BSNL and Reliance customers were less satisfied with ease of access of call centre/
customer care, response time of customer care executive to answer their calls, problem
solving ability of the customer care executive and with the time taken by customer care to
resolve the customer’s complaints.
 Both TTML and Airtel registered a higher proportion of satisfied customers on different
elements of Help Services.
60
________________________________________________________________________
4.1.4 Customer Satisfaction with Network Performance, Reliability & Availability

4.1.4.1 The following graph shows the level of customer satisfaction with network
performance, reliability & availability.
100
80 Benchmark is 95%
60
40 72
67 67 70 69
20
0

 BSNL’s (72%) satisfaction score was higher than the other service providers’ followed
by TTML at 70%.
 The satisfaction scores of Airtel and Reliance ranged between 67 - 70%.
4.1.4.2 The following graph shows the percentage of satisfied customers with network
100
80
60
96 96 96 96 96
40
20
0
 All service providers had higher percentage of satisfied customers.
61
________________________________________________________________________
parameters of network performance, reliability & availability.

Network Performance, Reliability & Availability
Sub Parameters Base
Availability of working
4,014 95.0 96.7 95.3 96.3 95.9
telephone (dial tone)
Ability to make or receive calls
4,014 97.9 97.4 97.0 96.3 97.2
easily
Voice quality 4,014 94.1 95.0 96.3 94.4 95.0
 Most customers were satisfied with availability of working telephone, ability to make or
receive calls and with voice quality.
62
________________________________________________________________________
4.1.5 Customer Satisfaction with Maintainability

4.1.5.1 The following graph shows the level of customer satisfaction with maintainability.
100
80 Benchmark is 95%
60
40
63 60 64 60
54
20
0

 Performances of TTML (64%) and Airtel (63%) were better than the others.
 Satisfaction scores of BSNL and Reliance were in the range of 54 - 60%.
4.1.5.2 The following graph shows the percentage of customers satisfied with
maintainability.
100
80
60
40 83 87
74 77
65
20
0
 TTML (87%) and Airtel (83%) had a significantly higher percentage of satisfied
customers on account of maintainability than other service providers.
 Reliance (65%) and BSNL (74%) registered lower percentage of satisfied customers with
respect to maintainability.
63
________________________________________________________________________
4.1.6 Customer Satisfaction with Supplementary Services

4.1.6.1 The following graph shows the level of customer satisfaction with supplementary
services.
100
80 Benchmark is 95%
60
40 82
67 68 70 71
20
0

 BSNL (82%) scored significantly higher on this parameter.
100
80
60
95 100 98 94 96
40
20
0
 BSNL (100%) and Reliance (98%) had higher percentage of satisfied customers on
account of supplementary services than other service providers.
 The proportion of customers satisfied with supplementary services was high at 96% for
all the service providers.
64
________________________________________________________________________
4.1.7 Customer Satisfaction with Overall Service

4.1.7.1 The following graph shows the level of customer satisfaction with overall service.
100
80
Benchmark is 95%
60
40
65 70 64 68 67
20
0

 Level of customer satisfaction for BSNL (70%) was higher as compared to other service
providers.
4.1.7.2 The following graph shows the percentage of customers satisfied with overall
service.
100
80
60
91 94 88 96 92
40
20
0
 On an overall basis, 92% of the basic telephone customers were satisfied with their
service providers.
 TTML (96%) and BSNL (94%) had a higher percentage of satisfied customers on
account of overall service.
 The percentage of satisfied customers for Airtel and Reliance were in the range of 88 -
91%.
65
________________________________________________________________________
4.2 Awareness of Grievance Redressal Mechanism & Experience among Basic Telephone
Service subscribers
4.2.1 Awareness about the 3 stage grievance redressal mechanism
Table 4.2.1.1 The following table shows the percentage of customers who were aware about
the three stage grievances redressal mechanism.
% of customers aware about the three stage grievances

Service Providers Base
redressal mechanism
Airtel 1.8 986
BSNL 4.2 1,074
Reliance 1.6 978
TTML 2.3 976
Overall 2.5 4,014
Only 3% of the basic telephone service customers were aware about the 3 stage grievance
redressal mechanism.
A higher percentage of BSNL (4%) of customers were aware of the same.
Table 4.2.1.2 The following table shows the percentage of customers who were aware of
each of the 3 stages
% Customers Base
Aware about Aware about Aware about Not aware
Service Providers Call Centre Nodal Appellate about any of
Officer Authority them
Airtel 99.3 0.8 0.5 0.7 986

BSNL 97.5 0.0 0.0 2.5 1,074
Reliance 98.8 1.2 0.7 1.1 978
TTML 96.9 0.6 0.2 3.1 976
Overall 98.1 0.6 0.3 1.9 4,014
98% of the customers claimed to be aware of the call center while less than 1% were aware of
the nodal officer and the appellate authority.
66
________________________________________________________________________
4.2.2 Customer Experience with Call Centre
Table 4.2.2.1 The following table shows the percentage of customers who had complained
in the last 6 months to the toll free call centre/customer care/helpline telephone number.
% of customers who have complained in last 6

Service Providers months to the toll free call centre/customer Base
care/Helpline telephone number
Airtel 6.0 986
BSNL 2.1 1,074
Reliance 14.7 978
TTML 7.0 976
Overall 7.3 4,014
7% of all basic telephone service customers said that they had complained in the last 6 months to
the toll free Call Centre/customer care/Helpline telephone number.
A higher proportion of Reliance customers had complained.
67
________________________________________________________________________
4.2.2.2 The following table shows the percentage of customers who received or did not
receive docket numbers for their complaints.
Service % Customers Base

Providers
Who received Who had not Who had not received
docket number received docket docket number even
for most of their number for most of on request
complaints their complaints
Airtel 69.5 27.1 3.4 59
BSNL 34.8 65.2 0.0 23
Reliance 87.5 11.8 0.7 144
TTML 83.8 13.2 2.9 68
Overall 78.9% 19.4 1.7 294
79% of the customers who had complained said that they had received a docket number for most
of their complaints. A higher percentage of Reliance customer received docket numbers for their
complaints.
19% of all customers who had complained said that they did not receive docket number for most
of their complaints.
2% of all customers who had complained said that they did not receive docket number for most
of their complaints even on request.
68
________________________________________________________________________
4.2.2.3The following table shows the percentage of customers who were informed about the
action taken on their complaint by call centre.
% of customers claimed to have been informed about

the action taken on their complaint by call centre
Airtel 57.6 59
BSNL 30.4 23
Reliance 42.4 144
TTML 66.2 68
Overall 50.0 294
Only 50% all the basic telephone service customers who had complained said that they were
informed about the action taken on their complaint by call centre.
Lower proportion (30%) of BSNL customers were informed about the action taken on their
complaint by call centre.
4.2.2.4 The following table shows the percentage of satisfied customers on account of
complaint resolution.
Service % of customers satisfied with the system of resolving of their complaints by call centre/
Providers customer care/ helpline
Base Total Very Satisfied Satisfied
Satisfied (A+B) (A) (B)
Airtel 59 78.0 3.4 74.6
BSNL 23 65.2 0.0 65.2
Reliance 144 59.0 1.4 57.6
TTML 68 70.6 7.4 63.2
Overall 294 66.0 3.1 62.9
Only 66% all basic telephone service customers who had lodged complaints said that they were
satisfied with the system of resolving their complaints by the call centre/ customer care/ helpline.
The satisfaction was lower among Reliance customers.
69
________________________________________________________________________
4.2.2.5 The following table shows the percentage of customers who cited different reasons
for dissatisfaction with the call centre.
Reasons for dissatisfaction

Difficult to Customer Customer Time taken Customer Others Base
connect to care care by call centre care
Service Providers call centre executive executive for redressal executive not
executive not polite/ not equipped of unable to
courteous with complaints is understand
adequate too long the problems
information
Airtel 0.0% 7.7% 0.0% 92.3% 0.0% 7.7% 13
BSNL 0.0% 25.0% 12.5% 62.5% 0.0% 0.0% 8
Reliance 6.8% 3.4% 8.5% 84.7% 5.1% 18.6% 59
TTML 0.0% 0.0% 0.0% 85.0% 10.0% 5.0% 20
Overall 4.0% 5.0% 6.0% 84.0% 5.0% 13% 100
The main reason for dissatisfaction with customer care was the time taken to redress the
complaints.
4.2.2.6 The following table shows the percentage of customers who got their billing
complaints resolved satisfactorily by call centre/customer care within four weeks.
% of customers whose billing complaint were resolved

Service Providers satisfactorily call centre/customer care within four weeks Base
after they lodged their complaint
Airtel 45.5 11
BSNL 75.0 4
Reliance 34.5 55
TTML 66.7 18
Overall 44.3 88
Only 44% 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 complaint.
An even lower proportion of Reliance customers were satisfied with the resolution of their
billing complaints by call centre/customer care within four weeks after they lodged their
complaint.
70
________________________________________________________________________
4.2.3 Customer Experience with Nodal Officer
contact details of nodal officer.
% of customers aware about contact details of the

nodal officer
Airtel 0.0 986

BSNL 0.0 1,074
Reliance 0.1 978
TTML 0.2 976
Overall 0.1 4,014
Less then 1% of all basic telephone service customers said that they were aware about the
contact details of the nodal officer.
4.2.3.2 Incidence of complaints to the nodal officer
Only 1 basic telephone service customer in our sample claimed to have complained to the nodal
officer.
4.2.3.3 Ease of Access of the Nodal Officer
This basic telephone service customer claimed that nodal officer was not easily approachable.
4.2.3.4 Incidence of Follow-up on Decision Taken on Complaint
The nodal officer was not reported to have intimated the decision taken on his complaint.
4.2.3.5 Satisfaction with Nodal Officer
The customer who contacted the nodal officer said that he was not satisfied with the redressal of
the complaint by the nodal officer.
71
________________________________________________________________________
4.2.3.6 Reasons for dissatisfaction
The reason for dissatisfaction with the nodal officer was that nodal officer took a long time for
redressal of complaint.
4.2.4 Customer Experience with Appellate Authority
the contact details of the appellate authority.
% of customers aware about the contact details of

the Appellate Authority
Airtel 0.0 986

BSNL 0.0 1074
Reliance 0.0 978
TTML 0.2 976
Overall 0.0 4,104
None of all basic telephone service customers said that they were aware of the contact details of
the Appellate Authority.
4.2.4.2 Incidence of Appeal being filed in the prescribed form in the last 6 months
None of the customers filed an appeal with the appellate authority.
4.2.4.3 Acknowledgement Receipt
Not applicable
4.2.4.4 Decision of Appellate Authority
Not applicable
72
________________________________________________________________________
4.2.5 General Information
Table 4.2.5.1 The following table shows the percentage of customers who were aware that
they can get item-wise usage charge details, on request.
% of prepaid customers aware that they can get

item-wise usage charge details, on request
Airtel 4.8 21
BSNL 0.0 0
Reliance 0.0 473
TTML 1.7 356
Overall 0.8 850
Less than 1% of the basic telephone service customers said that they were aware of the fact that
they can get item-wise usage charge details on request. None of the customers of BSNL and
Reliance were aware about it.
Table 4.2.5.2 The following table shows the percentage of customers who were denied item-
wise usage charge details.
% of prepaid customers who have been denied

item-wise usage charge details
Airtel 0.0 1
BSNL 0.0 0
Reliance 0.0 0
TTML 50.0 6
Overall 43.0 7
3 out of 7 customers said that they were denied item-wise usage charge details on request.
73
________________________________________________________________________
Table 4.2.5.3 The following table shows the percentage of reasons for denying item-wise
usage charge details.
Service Providers Reason(s) for denying customers request

No reason given Technical Others Base
problem
Airtel 0.0 0.0 0.0 0
BSNL 0.0 0.0 0.0 0
Reliance 0.0 0.0 0.0 0
TTML 66.7.0 33.3.0 0.0 3
Overall 66.7.0 33.3.0 0.0 3
Generally no reasons were given for not providing itemized billing.
Table 4.2.5.4 The following table shows the percentage of the new customers who got the
Manual of Practice containing the terms and conditions of service, grievance redressal
mechanism etc. while taking the connection.
% of customers who got Manual of Practice containing the

Service Providers terms and conditions of service, grievance redressal Base
mechanism etc. while taking the connection
Airtel 43.4 83
BSNL 0.0 17
Reliance 41.0 83
TTML 14.6 89
Overall 30.5 272
31% of the new basic telephone service customers said that they got the Manual of Practice
containing the terms and conditions of service, grievance redressal mechanism etc. while taking
the connection.
74
________________________________________________________________________
4.3 Cellular Mobile Service – Maharashtra Circle
Customer Satisfaction Survey in the Maharashtra cirlce was done among customers of 6 Cellular
Mobile Service providers i.e. Airtel, BSNL, Vodafone, Idea, Reliance and TTML.

4.3.1.1 The following graph shows the satisfaction of customers with provision of service.
100
80 Benchmark is 95%
60
40 73 74 73 72 73 72
70
20
0
Airtel BSNL Vodafone Idea Reliance T T ML Overall

 Performance of Vodafone (74%) was slightly better than the other service providers’.
 Satisfaction scores of Airtel, BSNL, Idea, Reliance and TTML ranged between 70 - 73%.
4.3.1.2 The following graph shows the % of customers satisfied with the provision of service
100
80
60
95 98 95 96 98 95 96
40
20
0
 At least 95% of the customers of all service providers were satisfied on account of
provision of service
75
________________________________________________________________________
4.3.1.3 The following table shows the percentage of satisfied customers with the provision
of service
% Customers satisfied with sub-parameters of Provision of Service

Sub Parameters Base
Airtel BSNL Vodafone Idea Reliance TTML Overall
Time taken to
activate connection,
1,269 98 99 99 98 99 99 99
after completion of
formalities
Time taken in
reactivating service
of temporarily
527 90 98 89 91 95 77 91
suspended
connection after
payment was made
 Most customers were satisfied with the time taken to provide new cellular connections.
 A substantial proportion of customers, particularly of TTML, whose connections were
suspended temporarily, were dissatisfied with the time taken to reactivate the connection
after the requisite payment was made.
76
________________________________________________________________________
4.3.2a Customer Satisfaction with Billing among Postpaid Customers

4.3.2.1a The following graph shows the satisfaction of postpaid customers with billing
process.
100
80
60
Benchmark is 90%
40 74 75 71
70 69 66 62
20
0
Airt el BSNL Vodafone Idea Reliance T T ML Overall

 Satisfaction score for Reliance (62%) were lower than others’.
 Satisfaction scores for TTML (75%) and Vodafone (74%) were better than others’.
 Satisfaction scores for Airtel, BSNL and Idea stood at 66 - 70%.
4.3.2.2a The following graph shows the percentage of satisfied postpaid customers with
billing process.
100
80
60
90 94 91 90 86 95 92
40
20
0
 TTML (95%) and BSNL (94%) had a higher percentage of satisfied customers on
account of postpaid billing.
 Reliance (86%), Idea (90%), Airtel (90%) and Vodafone (91%) had a slightly lower
percentage of postpaid customers who were satisfied with billing.
77
________________________________________________________________________
4.3.2.3a The following table shows the percentage of postpaid customers satisfied with
billing process.
% Postpaid Customers satisfied with sub-parameters of

Billing Process
Sub Parameters Base
Timely delivery of
1,905 91 93 96 92 85 95 93
bills
Accuracy of the bills 1,905 90 95 89 89 88 95 91
Process of resolution
248 51 50 36 35 17 59 43
of billing complaints
Clarity of the bills in
terms of
1,905 99 95 98 97 97 99 98
transparency &
understandability
 Satisfaction of postpaid customers with resolution of billing complaints was very low for
all service providers.
 Reliance customers also reported lower satisfaction levels on account of accuracy of the
bills.
78
________________________________________________________________________
4.3.2b Customer Satisfaction with Billing - Prepaid

4.3.2.1b The following graph shows the satisfaction of prepaid customers with billing.
100
80
Benchmark is 90%
60
40 71 72
70 69 67 68 70
20
0

 Idea (72%) performance was slightly better than others’.
 The performance of Airtel, BSNL, Vodafone, Reliance and TTML were in the range of
67 – 71%.
4.3.2.2b The following graph shows the percentage of prepaid customers satisfied with
billing.
100
80
60
97 97 95 98 92 98 96
40
20
0
 On an overall basis, 96% of the prepaid customers were satisfied with billing.
 Reliance (92%) performance was slightly lower than others’.
79
________________________________________________________________________

4.3.3.1 The following graph shows the satisfaction of customers with help services.
100
80
Benchmark is 90%
60
40
64 61 64 66 63 67 64
20
0

 Level of satisfaction for TTML (67%) and Idea (66%) were higher.
 Satisfaction scores for Airtel, BSNL, Vodafone, and Reliance ranged between 61 - 64%.
4.3.3.2 The following graph shows the percentage of customers satisfied with help services.
100
80
60
40 83 78 79 84 78 87 82
20
0
 82% of the customers were satisfied with their experience of Help Services.
 BSNL (78%), Reliance (78%) and Vodafone (78%) had a lower percentage of satisfied
customers on account of help services.
 TTML (87%), Idea (84%), and Airtel (83%) registered a higher percentage of satisfied
customers on account of help services.
80
________________________________________________________________________
parameters of Help Services.
% Customers satisfied with sub-parameters of Help Services

Sub Parameters Base
Ease of access of call
centre/customer care 2,995 83 80% 75 84 77 89 81
or helpline
Response time taken
by customer
2,995 87 81% 83 85 82 90 85
executive to answer
customer call
Problem solving
ability of the
2,995 81 77% 79 84 76 86 80
customer care
executive(s)
Time taken by call
centre/customer
care /helpline to 2,995 81 76 79 85 76 85 80
resolve your
complaint
 Satisfaction of customers of all service providers was lower on account of all sub-
parameters of Help Services.
81
________________________________________________________________________

4.3.4.1 The following graph shows the satisfaction of customers with network performance,
reliability & availability.
100
80 Benchmark is 95%
60
40 71
65 61 69 68 69 67
20
0

 BSNL’s (61%) performance was weaker as compared to others’.
 Satisfaction scores for Airtel, Idea, Reliance and TTML were bunched in the range of 65
- 69% on this parameter.
 Vodafone’s (71%) performance was higher on this parameter.
4.3.4.2 The following graph shows the percentage of satisfied customers with network
100
80
60
86 93 91 92 92 88
40 74
20
0
 88% of all customers were satisfied with network performance, reliability and
availability.
 Vodafone (93%), Reliance (92%), TTML (92%) and Idea (91%) had a higher percentage
of satisfied customers on account of network performance, as compared to BSNL (74%).
82
________________________________________________________________________

Network Performance, Reliability & Availability
Sub Parameters Base
Availability of signal
of your service
6,564 82 69 92 90 89 91 85
provider in your
locality
Ability to make or
6,564 88 78 94 91 94 94 90
receive calls easily
Voice quality 6,564 87 76 92 92 94 92 89
 Approximately, 15% of all cellular customers of different service providers reported

dissatisfaction on account of signal availability.
 BSNL customers reported lower satisfaction levels on all sub-parameters of network
performance.
83
________________________________________________________________________

4.3.5.1 The following graph shows the satisfaction of customers with maintainability.
100
80 Benchmark is 95%
60
40 71
66 62 70 69 70 68
20
0

 BSNL’s (62%) performance was weaker as compared to others.
 Satisfaction scores of Airtel, Idea, Reliance, and TTML were in the range of 66 - 70% on
this parameter.
 Vodafone’s (71%) performance was slightly higher on this parameter.
maintainability.
100
80
60
86 95 91 94 94 90
40 78
20
0
 Vodafone (95%), Reliance (94%) and TTML (94%) had a higher percentage of satisfied
customers with respect to maintainability.
 BSNL (78%) and Airtel (86%) registered a lower percentage of satisfied customers on
this parameter.
84
________________________________________________________________________
parameters of maintainability.
% Customers satisfied with sub-parameters of Maintainability

Sub Parameters Base
Availability of
6,564 86 77 95 91 94 94 89
network (signal)
Restoration of
network (signal) 6,564 86 78 95 91 94 95 90
problems
 A lower % of BSNL customers were satisfied with the availability of network (signal)
and restoration of network (signal).
85
________________________________________________________________________

4.3.6.1 The following graph shows the satisfaction of customers with supplementary
services.
100
80 Benchmark is 95%
60
40 74 80 71 77 73
66 66
20
0

 Vodafone (80%) and TTML (77%) performance was better than others’.
 Satisfaction scores for Airtel, BSNL, Idea and Reliance were 66 - 74%.
100
80
60
97 96 96 96 92 96 96
40
20
0
 96% of the customers were satisfied with supplementary services.
86
________________________________________________________________________

4.3.7.1 The following graph shows the satisfaction of customers with overall service.
100
80 Benchmark is 95%
60
40
62 61 65 68 65 67 65
20
0

 Performance of BSNL (62%) and Airtel (61%) performance was weaker than others’.
 Idea (68%) and TTML (67%) performance was better than others’.
4.3.7.2 The following graph shows the percentage of customers satisfied with overall
service.
100
80
60
86 88 84 91 84
40 78 76
20
0
 On an overall basis, 84% of the customers were satisfied with overall service.
 TTML (91%) had the highest percentage of satisfied customers with overall service while
BSNL (76%) and Airtel (78%) had the lowest.
 The proportion of satisfied customers of Vodafone, Idea and Reliance were in the range
of 84 - 88%.
87
________________________________________________________________________
4.4 Awareness of Grievance Redressal Mechanism & Experience among Cellular Mobile
Service subscribers
4.4.1 Awareness about the 3 stage grievance redressal mechanism
4.4.1.1 The following table shows the percentage of customers who were aware about the
three stage grievance redressal mechanism.
% Customers aware about the three stage

grievance redressal mechanism
Airtel 19.1 1,068
BSNL 17.5 1,120
Vodafone 9.2 1,093
Idea 14.7 1,098
Reliance 10.4 1,078
TTML 8.7 1,107
Overall 13.3 6,564
Only 13% of all cellular mobile customers were aware about the 3 stage grievances redressal
mechanism. A lower percentage of TTML and Vodafone customers were aware of the same.
4.4.1.2 The following table shows the % of customers who were aware of the 3 stages
% Customers Base
Service Providers Aware about Aware about Aware about Not aware
Call Centre Nodal Appellate about any
Officer Authority of them
Airtel 87.8 11.4 0.0 0.7 1,068
BSNL 82.1 13.3 0.1 4.6 1,120
Vodafone 91.3 8.7 0.0 0.0 1,093
Idea 91.2 8.1 0.0 0.7 1,098
Reliance 93.0 7.0 0.0 0.0 1,078
TTML 95.3 4.7 0.0 0.0 1,107
Overall 90.1 8.9 0.0 1.0 6,564
90% of the customers claimed to be aware of the call center while only 9% were aware of the
Nodal officer and none were aware about the appellate authority.
88
________________________________________________________________________
4.4.2.1 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.
% Customers who have complained in last 6

Service Providers months to the toll free Call Centre/customer Base
care/Helpline telephone number
Airtel 7.7 1,068
BSNL 3.3 1,120
Vodafone 5.6 1,093
Idea 3.6 1,098
Reliance 6.8 1,078
TTML 2.6 1,107
Overall 4.9 6,564
Almost 5% 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. A higher proportion of Airtel
customers had complained.
89
________________________________________________________________________
4.4.2.2 The following table shows the percentage of customer who received or did not
receive docket number for their complaints.
Service Providers % Customers… Base
Who received Who had not Who had not

docket number for received docket received docket
most of their number for most number even on
complaints of their request
complaints
Airtel 61.0 29.3 9.8 82
BSNL 54.1 45.9 0.0 37
Vodafone 72.1 21.3 6.6 61
Idea 33.3 61.5 5.1 39
Reliance 60.3 35.6 4.1 73
TTML 69.0 20.7 10.3 29
Overall 59.5 34.3 6.2 321
60% of all the cellular mobile customers belonging to different service providers said that they
had received a docket number for most of their complaints.
A higher percentage of Vodafone customer received docket numbers for their complaints.
34% of all the cellular mobile customers who had complained said that they did not receive
docket numbers for most of their complaints.
6% of all the cellular mobile customers who had complained said that they did not receive docket
numbers for most of their complaints even on request.
90
________________________________________________________________________
4.4.2.3 The following table shows the percentage of customers who were informed about the
action taken on their complaint by call centre.
% of customers informed about the action

taken on their complaint by call centre
Airtel 69.5 82
BSNL 18.9 37
Vodafone 73.8 61
Idea 33.3 39
Reliance 27.4 73
TTML 34.5 29
Overall 47.4 321
47% all the cellular mobile customers who had complained said that they were informed about
the action taken on their complaint by the call centre.
4.4.2.4 The following table shows the percentage of customers satisfied with the system of
resolving complaints by call centre/ customer care/ helpline.
% Customers satisfied with the system of resolving complaints by call centre/

Service Providers customer care/ helpline
Airtel 82 80.50 19.5 61.0
BSNL 37 54.10 0.0 54.1
Vodafone 61 73.80 13.1 60.7
Idea 39 64.10 0.0 64.1
Reliance 73 73.90 2.7 71.2
TTML 29 72.40 17.2 55.2
Overall 321 72.00 9.7 62.3
72% all cellular mobile customers who had lodged complaints said that they were satisfied with
the system of resolving of their complaints by call centre/ customer care/ helpline. The
satisfaction was lower among BSNL customers.
for dissatisfaction with call centre.
91
________________________________________________________________________
Reasons for dissatisfaction with customer care
connect to care care by call centre care
call centre executive executive for redressal executive not
Service Providers executive not polite/ not of unable to
courteous equipped complaints is understand
with too long the problems
adequate
information
Airtel 12.5 100.0 12.5 12.5 6.3 0.0 16
BSNL 17.6 100.0 0.0 5.9 11.8 0.0 17
Vodafone 0.0 100.0 6.3 0.0 12.5 0.0 16
Idea 0.0 100.0 0.0 0.0 7.1 0.0 14
Reliance 15.8 100.0 21.1 15.8 5.3 0.0 19
TTML 0.0 100.0 0.0 12.5 0.0 0.0 8
Overall 8.9% 100.0 7.8 7.8 7.8 0.0 90
The main reason for dissatisfaction with customer care was that the customer care executives
were not courteous.
92
________________________________________________________________________
complaints resolved satisfactorily by call centre/customer care within four weeks.

Service Providers satisfactorily by call centre/customer care within four Base
weeks after they lodged their complaint
Airtel 28.0 82
BSNL 0.0 37
Vodafone 16.4 61
Idea 10.3 39
Reliance 1.4 73
TTML 17.2 29
Overall 13.4 321
Only 13% 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.
An even lower proportion of BSNL and Reliance customers were satisfied with the resolution of
their billing complaints by call centre/customer care within four weeks after they lodged their
complaints.
93
________________________________________________________________________
4.4.3.1 The following table shows the percentage of customers who were aware about
% of customers aware about

contact details of the nodal officer
Airtel 0.6 1,068

BSNL 0.3 1,120
Vodafone 0.4 1,093
Idea 0.1 1,098
Reliance 0.3 1,078
TTML 0.7 1,107
Overall 0.4 6,564
Less than 1% of the cellular mobile customers were aware of the contact details of the nodal
officer.
4.4.3.2 The following table shows the percentage of customers who complained to the nodal
officer regarding their complaints not being resolved or unsatisfactorily resolved by the call
center/customer care.
% of customers complained to the nodal officer regarding

Service Providers their complaints not resolved or unsatisfactorily resolved by Base
the call center/customer care
Airtel 0.0 6
BSNL 0.0 3
Vodafone 0.0 4
Idea 0.0 1
Reliance 66.7 3
TTML 0.0 8
Overall 8.0 25
Only 8% (2 out of 25) cellular mobile 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.
4.4.3.3 Ease of Access of Nodal Officers
94
________________________________________________________________________
The two customers who approached the Nodal Officer reported that they were not able to
approach the nodal officer easily.
4.4.3.4 Incidence of Decision taken on Complaint

These customers stated that the nodal officer did not intimate the decision taken on their
complaints.
4.4.3.5 Satisfaction with Nodal Officer

However, they were satisfied with the redressal of the complaint by the nodal officer.
4.4.4 Experiences with Appellate Authority
contact details of the appellate authority.
% of customers aware about contact details of the appellate

authority
Airtel 0.0 1,068

BSNL 0.0 1,120
Vodafone 0.0 1,093
Idea 0.0 1,098
Reliance 0.1 1,078
TTML 0.0 1,107
Overall 0.0 6,564
None of the cellular mobile customers were aware of the contact details of appellate authority.
4.4.4.2 Incidence of Appeal being filed in the prescribed form in last 6 months
None of the cellular mobile customers appealed to the appellate authority.
95
________________________________________________________________________
4.4.5.1 The following table shows the percentage of customers who were aware that a
prepaid customer can get item-wise usage charge details, on request.
% of customers aware that a prepaid customer can get item-

wise usage charge details, on request
Airtel 2.0 762

BSNL 4.4 927
Vodafone 3.0 672
Idea 6.9 807
Reliance 2.6 898
TTML 1.9 593
Overall 3.6 4,659
Only 4% of the cellular mobile customers said that they were aware of the fact that they can get
item-wise usage charge details on request. Customers of Airtel and TTML were even less aware
about this.
4.4.5.2 The following table shows the percentage of customers who were denied item-wise
usage charge details for their pre-paid connection.
% of customers who were denied their request for item-

wise usage charge details for their pre-paid connection
Airtel 69.2 13
BSNL 9.8 41
Vodafone 55.0 20
Idea 29.1 55
Reliance 43.5 23
TTML 0.0 11
Overall 30.7 163
31% of these customers said that they were denied item-wise usage charge details; on the other
hand, TTML customers got the details of the item-wise usage charge details for their prepaid
connection on request.
96
________________________________________________________________________
4.4.5.3 The following table shows the percentage of customers who cited different reason(s)
for their request for item-wise details being denied.
Service Providers Reason(s) for denying customers request for item-wise usage charges
No reason given Technical Others Base
problem
Airtel 15.3 76.6 7.6 13
BSNL 2.4 97.6 0.0 41
Vodafone 20.0 70.0 10.0 20
Idea 12.7 80.0 7.3 55
Reliance 13.0 69.6 17.4 23
TTML 0.0 100.0 0.0 11
Overall 10.4 82.8 6.7 163
83% of the prepaid customers who had asked for item-wise charges said that technical reason
was given for denying their request while 10% said that no reasons were quoted.
4.4.5.4 The following table shows the percentage of customers who claimed to have got the
Manual of Practice containing the terms & conditions of service, grievance redressal
mechanism.
% of new customers (subscribed in the last 6 months) who

claimed to have got the Manual of Practice containing the
terms & conditions of service, grievance redressal
mechanism etc.
Airtel 11.2 98
BSNL 9.5 105
Vodafone 2.7 111
Idea 17.3 110
Reliance 8.8 68
TTML 52.7 186
Overall 21.7 678
Less than 22% of the new customers had got the Manual of Practice. 53% of the Tata customers
had got the Manual of Practice.
97
________________________________________________________________________
4.5 Broadband Service – Maharashtra Circle
Customer Satisfaction Survey in Maharashtra circle (including Goa) excluding Mumbai was
done among customers of 7 Broadband Service providers i.e. Hathway, BSNL, You, Tata (earlier
VSNL), Sify, Airtel and Reliance.

4.5.1.1 The following graph shows the satisfaction of customers with the provision of
service.
100
80
Benchmark is 90%
60
40
69 66 66 67 67 66 64 67
20
0
Hathway BSNL You T ata Sify Airt el Reliance Overall

 Customer satisfaction for Hathway (69%) was higher than others on this parameter.
 Customer satisfaction for Reliance (64%) was lower than others.
 Satisfaction scores for BSNL, You, Tata, Sify and Airtel stood at 66 - 67%.
4.5.1.2 The following graph shows the percentage of satisfied customers with respect to
provision of service.
100
80
60
93 91 96 94 96 96 90 94
40
20
0
Hathway BSNL You T ata Sify Airtel Reliance Overall
 94% of all customers were satisfied on account of Provision of Service.
98
________________________________________________________________________
4.5.1.3 The following table show the percentage of customers satisfied with sub-parameters
of provision of service.
% Customers satisfied with sub-parameters of Provision of Service

Sub Parameters Base
Hathway BSNL You Tata Sify Airtel Reliance Overall
Time taken in
providing
7,932 93 90 98 98 96 98 92 95
broadband
connection
Time taken to
reactivate service
of temporarily
suspended 733 98 95 61 66 94 69 60 82
connection after
customer made
the payment
 Most customers were satisfied with time taken to provide the new broadband connection.
 However, satisfaction with restoration of suspended connections was lower, particularly
for Reliance, You, Tata and Airtel.
99
________________________________________________________________________
4.5.2a Postpaid Customer Satisfaction with Billing

4.5.2.1a The following graph shows the satisfaction of postpaid customers with billing.
100
80 Benchmark is 90%
60
40
68 64 66 66 67 67 64 66
20
0

 Performance scores of the service providers stood at 64 – 68%.
 On this parameter, performance of Hathway (68%) was slightly better than others’.
 BSNL and Reliance scores were slightly lower on account of billing.
4.5.2.2a The following graph shows the percentage of postpaid customers satisfied with
billing.
100
80
60
94 96 92 95 98 96 90 94
40
20
0
 Among all the postpaid customers, 94% were satisfied with respect to billing.
 Sify (98%) had a higher percentage of satisfied customers with respect to billing
(postpaid).
 Reliance (90%) registered a slightly lower percentage of satisfied customers with respect
to billing.
100
________________________________________________________________________
4.5.2.3a The following table shows the percentage of postpaid customers satisfied with
billing sub-parameters.
% Postpaid Customers satisfied with sub-parameters of billing

Sub Parameters Base
Timely delivery
5,034 92 88 91 94 98 97 91 92
of bills
Accuracy of the
5,034 97 86 96 98 99 97 93 96
bills
Process of
resolution of
434 33 38 27 23 40 49 23 31
billing
complaints
Clarity of the
bills in terms of
5,034 99 88 99 100 99 99 97 99
transparency and
understandability
 A large proportion of postpaid customers were not satisfied with the process of resolution
of billing complaints. Satisfaction of Airtel customers was slightly higher on this sub-
parameter.
 Satisfaction on all other billing related parameters was very high.
101
________________________________________________________________________
4.5.2b Customer Satisfaction with Billing Performance - Prepaid

4.5.2.1b The following graph shows the satisfaction of prepaid customers with billing.
100
80
60
Benchmark is 90%
40 80
66 64 62 67 69 67
20
0
Hathway You T ata Sify Airtel Reliance Overall

 Tata’s satisfaction score of 80% was higher than other service providers.
 The performance of Hathway, You, Sify, Airtel and Reliance stood at 62 - 69% on this
parameter.
4.5.2.2b The following graph shows the percentage of prepaid customers satisfied with
billing.
100
80
60
91 92 100 97 98 91
40 82
20
0
Hathway You T ata Sify Airtel Reliance Overall
 91% of all prepaid customers were satisfied with the billing process.
 The level of satisfaction was even higher among customers of Tata (100%), Reliance
(98%) and Airtel (97%).
 Reliance (82%) registered a lower percentage of satisfied customers with respect to
prepaid billing.
102
________________________________________________________________________

4.5.3.1 The following graph shows the satisfaction of customers with help services.
100
80 Benchmark is 90%
60
40
55 58 60 61 58 63 56 59
20
0

 Satisfaction scores for Airtel (63%), Tata (61%), and You (60%) were higher.
 Satisfaction scores for Hathway, BSNL, Reliance and Sify stood at 55 - 58%.
4.5.3.2 The following graph shows the percentage of satisfied customers with help services.
100
80
60
40 81 81 85 76
66 71 75 71
20
0
 76% of all broadband customers were satisfied with the Help Services.
 Airtel (85%) registered a higher percentage of satisfied customers with respect to help
services.
 34% of the customer’s of Hathway were not satisfied with the help services
103
________________________________________________________________________
4.5.3.3 The following table shows the percentage of customers satisfied with help service
parameters.
% Postpaid Customers satisfied with sub-parameters of billing

Sub Parameters Base
Ease of access of
call centre/
5,190 73 79 89 83 85 90 85 84
customer care or
helpline
Response time
taken by
customer
5,190 70 73 87 86 81 87 77 81
executive to
answer customer
call
Problem solving
ability of
5,190 61 68 74 77 68 82 60 70
customer care
executive(s)
Time taken by
call centre/
customer care /
5,190 61 68 74 77 67 82 61 70
help-line to
resolve your
complaint
 A substantial proportion of broadband customers across service providers were

dissatisfied with Help Services on account of problem solving ability of customer care
executives and the time taken by them.
104
________________________________________________________________________

4.5.4.1 The following graph shows the satisfaction of customers with network performance,
reliability & availability.
100
80 Benchmark is 85%
60
40
61 63 63 64 61 65 61 63
20
0

 Airtel (65%) and Tata (64%) scored slightly higher than the other service providers.
 Satisfaction scores for Hathway, BSNL, You, Sify, and Reliance ranged between 61 -
63% on this parameter.
4.5.4.2 The following graph shows the percentage of customers satisfied with network
100
80
60
81 85 88 88 89 83 85
40 79
20
0
Hat hway BSNL You T ata Sify Airtel Reliance Overall
 85% of all customers were satisfied with network performance of their service providers.
 Airtel (89%), You (88%) and Tata (88%) reported a higher percentage of satisfied
customers with respect to network performance, reliability & availability than other
service providers.
 Sify (81%) and Hathway (79%) had a lower percentage of satisfied customers with
respect to network performance, reliability & availability than other service providers.
105
________________________________________________________________________
% Customers satisfied with sub-parameters of Network Performance,

Reliability and Availability
Sub Parameters Base
Speed of
broadband 7,932 78 85 86 87 76 88 83 84
connection
Amount of time
for which
7,932 83 86 90 89 82 91 83 86
service is up and
working
 Customers of Sify and Hathway were less satisfied with the speed of broadband
connection.
 Customers of Sify, Hathway and Reliance were less satisfied with the amount of time for
which service was up and working.
106
________________________________________________________________________

4.5.5.1 The following graph shows the satisfaction of customers with maintainability.
100
80 Benchmark is 85%
60
40
20 36 36 36 36 39 40 35 37
0
Hathway BSNL You T ata Sify Airt el Reliance Overall

 Performance of all service providers was very poor.
maintainability.
100
80
60
40
20
17 20 24 19 17
11 15 13
0
 83% of all broadband customers were not satisfied with maintainability

 Only Sify (24%) had a slightly higher percentage of satisfied customers than others.
107
________________________________________________________________________

4.5.6.1 The following graph shows the satisfaction of customers with supplementary
services.
100
80 Benchmark is 85%
60
40
67 68 68 70 69 67 66 68
20
0

 All service providers scored in the range of 66 – 70% with respect to supplementary
services.
100
80
60
96 95 98 97 99 100 94 97
40
20
0
 Most service providers registered satisfaction levels of 94 – 100%.
108
________________________________________________________________________

4.5.7.1 The following graph shows the satisfaction of customers with overall service.
100
80 Benchmark is 85%
60
40
60 62 62 63 58 64 58 61
20
0

 Level of customer satisfaction for Airtel (64%) was slightly higher than other service
providers.
 Satisfaction scores of Hathway, BSNL, You, Tata, Sify and Reliance were between 58 -
63%.
4.5.7.2 The following graph shows the % of customers satisfied with overall service.
100
80
60
40 81 83 85 88 80
77 75 75
20
0
 80% of all customers were satisfied with broadband service.

 Airtel (88%) had a higher percentage of customers who were satisfied with overall
service.
 Sify (75%), Reliance (75%) and Hathway (77%) had a slightly lower percentage of
customers with overall service.
 For the others, the percentage of customers satisfied with the overall service ranged
between 81 - 85%.
109
________________________________________________________________________
4.6 Awareness of Grievance Redressal Mechanism and Experience among Broadband

Service subscribers
4.6.1 Awareness about grievance redressal mechanism
three stage grievance redressal mechanism.
% Customers aware about the three stage grievance

redressal mechanism
Hathway 2.8 1,136
BSNL 3.3 1,074
You 2.9 1,184
Tata 2.9 1,224
Sify 2.1 1,178
Airtel 3.8 1,067
Reliance 2.8 1,069
Overall 2.8 7,932
Only 2.8% of broadband customers belonging to different service providers said that they were
aware about the 3-stage grievance redressal mechanism. 4% of Airtel customers were aware of
the same.
110
________________________________________________________________________
4.6.1.2 The following table shows the percentage of customers who were aware of each of
the 3 stages
% Customers Base
Aware about Aware about Aware about Not aware
Service Providers Call Centre Nodal Appellate about any
Officer Authority of them
Hathway 99.2 6.0 2.1 0.1 1,136

BSNL 97.4 2.1 1.4 2.6 1,074
You 99.9 14.3 1.2 0.1 1,184
Tata 99.7 26.6 1.7 0.3 1,224
Sify 99.4 42.5 1.7 0.3 1,178
Airtel 99.6 44.0 3.0 0.3 1,067
Reliance 99.4 8.3 1.5 0.1 1,069
Overall 99.3 20.8 1.8 0.5 7,932
99% of the broadband customers claimed to be aware of the call center while only 21% were
aware of the Nodal officer and 2% were aware of the appellate authority.
111
________________________________________________________________________
4.6.2.1 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.
% Customers who have complained in last 6 months to

Service Providers the toll free Call Centre/customer care/Helpline Base
telephone number
Hathway 35.2 1,136
BSNL 8.4 1,074
You 50.8 1,184
Tata 18.4 1,224
Sify 34.8 1,178
Airtel 13.8 1,067
Reliance 38.0 1,069
Overall 28.7 7,932
29% 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. Higher proportion of You customers
had complained.
112
________________________________________________________________________
4.6.2.2 The following table shows the percentage of customers who received or did not
receive the docket number for their complaints.
% Customer Base
Who received Who had not Who had not

Service Providers docket number for received docket received docket
most of their number for most number even on
complaints of their request
complaints
Hathway 70.5 21.0 8.5 400
BSNL 53.3 14.4 32.2 90
You 92.4 3.3 4.3 602
Tata 87.1 7.6 5.3 225
Sify 83.2 11.0 5.9 410
Airtel 82.3 4.8 12.9 147
Reliance 92.9 3.2 3.9 406
Overall 84.3 8.7 7.0 2,280
7% of all broadband customers who had complained said that they did not receive docket
numbers even on request.
9% of all broadband customers who had complained said that they did not receive docket
numbers for most of their complaints.
Almost 84% of all broadband customers who had complained claimed that they received a
docket number for most of their complaints. This was higher for Reliance customers at 93%.
113
________________________________________________________________________
4.6.2.3 The following table shows the percentage of customers who were informed about the
action taken on their complaint by the call centre.
% of customers informed about the action

taken on their complaint by call centre
Hathway 31.5 400
BSNL 15.6 90
You 43.2 602
Tata 60.0 225
Sify 29.5 410
Airtel 52.4 147
Reliance 39.7 406
Overall 39.2 2,280
Only 39% the broadband customers who had complained said that they were informed about the
action taken on their complaint by the call centre. This was higher for Tata at 60%.
4.6.2.4 The following table shows the percentage of satisfied customers on account of
complaint resolution.
% of customers satisfied with the system of resolving of their complaints by

Service Providers call centre/ customer care/ helpline
Hathway 400 48.50 3.5 45.0
BSNL 90 44.40 2.2 42.2
You 602 63.60 4.0 59.6
Tata 225 54.20 8.4 45.8
Sify 410 47.80 3.4 44.4
Airtel 147 65.30 3.4 61.9
Reliance 406 45.80 1.7 44.1
Overall 2,280 53.30 3.7 49.6
Only 53% all 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.
The satisfaction was lower among BSNL customers but significantly higher for Airtel.
for dissatisfaction with call centre.
114
________________________________________________________________________
Reasons for dissatisfaction

Difficult Executive Executive Time Customer Others Base
to connect not polite/ not taken by care
with call courteous equipped call centre executive
Service Providers centre with for unable to
executive adequate redressal understand
informa- of the problems
tion complaint
s is too
long
Hathway 24.3 6.8 15.0 81.6 7.8 24.3 206
BSNL 16.0 14.0 4.0 70.0 10.0 20.0 50
You 16.4 7.8 6.8 76.3 7.3 27.4 219
Tata 14.6 13.6 5.8 78.6 8.7 35.0 103
Sify 7.5 8.9 11.7 79.9 14.5 23.4 214
Airtel 23.5 5.9 21.6 78.4 15.7 33.3 51
Reliance 15.0 7.3 5.9 84.1 6.4 29.1 220
Overall 16.0 8.5 9.7 79.7 9.3 27.0 1,063
The main reason for dissatisfaction with customer care was the time taken to redress complaints.
Ease of accessibility was also cited as a reason for dissatisfaction.
115
________________________________________________________________________
complaint resolved satisfactorily by call centre/customer care within four weeks after they
lodged their complaint.

Service Providers satisfactorily by call centre/customer care within four Base
weeks after they lodged their complaint
Hathway 17.6 34
BSNL 20.0 20
You 22.9 70
Tata 22.7 44
Sify 0.0 11
Airtel 38.5 52
Reliance 16.8 131
Overall 21.5 362
22% 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.
None of Sify’s customers were satisfied with the resolution of their billing complaints by call
centre/customer care within four weeks after they lodged their complaint.
116
________________________________________________________________________

% of customers aware about

contact details of the nodal officer
Hathway 0.2 1,136
BSNL 0.0 1,074
You 0.3 1,184
Tata 1.0 1,224
Sify 0.6 1,178
Airtel 0.5 1,067
Reliance 0.5 1,069
Overall 0.4 7,932
Less than 1% of all broadband customers said that they were aware of the contact details of the
Nodal Officer.
117
________________________________________________________________________
4.6.3.2 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.
% Customers who have complained to the nodal officer

regarding their complaints not resolved or
unsatisfactorily resolved by the call center/customer
care
Hathway 50.0 2
BSNL 0.0 0
You 66.7 3
Tata 8.3 12
Sify 28.6 7
Airtel 40.0 5
Reliance 40.0 5
Overall 29.4 34
29% of those broadband customers who were aware, claimed to have complained to the nodal
officer regarding their complaints not being resolved or unsatisfactorily resolved by the call
center/ customer care.
4.6.3.3 Ease of Access of Nodal Officer
6 out of 10 broadband customers, who had complained to the nodal officer claimed to have got
through easily.
4.6.3.4 Decision Taken on Customers Complaint by Nodal Officer
4 out of 10 broadband customers who complained were intimated about the decision taken on
their complaint by nodal officer.
4.6.3.5 Customer Satisfied with the Redressal of the Complaint by the Nodal Officer
All broadband customers who complained were satisfied with the redressal of the complaint by
the nodal officer.
118
________________________________________________________________________
4.6.3.6 Reasons for Dissatisfaction with Nodal Officer
There were no reasons for dissatisfaction as all broadband customers who complained were
satisfied with the redressal of the complaint by the nodal officer.
contact details of the appellate authority.
% of customers aware about the contact details of the

appellate authority
Hathway 0.1 1,136
BSNL 0.0 1,074
You 0.1 1,184
Tata 0.2 1,224
Sify 0.3 1,178
Airtel 0.1 1,067
Reliance 0.1 1,069
Overall 0.1 7,932
Less than 1% of all broadband customers said that they were aware of the contact details of the
Appellate Authority.
4.6.4.2 Incidence of Appeal Filed with Appellate Authority

None of the broadband subscriber in our entire sample said that they had filed an appeal in a
prescribed form, in the last 6 month.
119
________________________________________________________________________
4.6.5.1 The following table shows the percentage of customers who were aware that they
can get item-wise usage charge details, on request.
% of prepaid customers aware that they can get item-

wise usage charge details, on request
Hathway 33.8 862
BSNL 11.3 106
You 41.2 634
Tata 21.5 478
Sify 35.5 806
Airtel 12.9 31
Reliance 3.4 87
Overall 32.0 3,004
Only 32% of the broadband customers said that they were aware of the fact that they can get
item-wise usage charge details on request. However, lesser proportion of Reliance customers
were aware about this.
4.6.5.2 The following table shows the percentage of customers who were denied item-wise
usage charge details.
% of prepaid customers who have been denied item-

wise usage charge details
Hathway 3.4 291
BSNL 25.0 12
You 0.4 261
Tata 0.0 103
Sify 3.5 286
Airtel 0.0 4
Reliance 0.0 3
Overall 2.5 960
2.5% of these customers said that they were denied item-wise usage charge details.
120
________________________________________________________________________
4.6.5.3 The following table shows the percentage of customers who cited different reason(s)
for their request being denied.
Service Reason(s) for denying customers request

Providers No reason given Technical problem Others Base
Hathway 0.0 80.0 20.0 10
BSNL 0.0 100.0 0.0 3
You 0.0 100.0 0.0 1
Tata 0.0 0.0 0.0 0
Sify 63.6 36.4 0.0 11
Airtel 0.0 0.0 0.0 0
Reliance 0.0 0.0 0.0 0
Overall 28.0 64.0 8.0 25
64% of the prepaid customers who had asked for item-wise charges and were denied said that a
technical reason was given for denying their request while 28% stated that no reason was given.
4.6.5.4 The 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.
% of customers who got Manual of Practice containing

Service Providers the terms and conditions of service, grievance redressal Base
mechanism etc. while taking the connection
Hathway 23.5 324
BSNL 13.3 300
You 30.9 162
Tata 14.5 55
Sify 20.6 253
Airtel 7.7 13
Reliance 21.5 316
Overall 20.7 1,423
Only 21% of the new customers claimed to have got the Manual of Practice.
121
________________________________________________________________________
5. CRITICAL ANALYSIS
5.1 Basic Telephone Service (Wire-line)
5.1.2 Overall Quality of Service: 92% of all basic telephone service customers were satisfied.
TTML’s performance was the best.
5.1.3 Provision of Service: Airtel, BSNL and Reliance were not quickly reactivating
connections, after the customers have made the requisite bill payment. However, TTML’s
performance was better on this parameter.
5.1.4 Billing Performance: 39% of the postpaid customers were not satisfied with the process
for resolution of billing complaints. Reliance performance was weaker on account of resolution
of billing complaints. Most prepaid customers were satisfied with billing.
5.1.5 Help Service: A large number of customers contact customer care for lodging a complaint
or a query. In this scenario, customer care departments of the service providers particularly
BSNL and Reliance, have exhibited slow response times as well as weak problem solving ability.
5.1.6 Network Performance: 96% of basic telephone service customers were satisfied with the
network performance.
5.1.7 Maintainability: Service providers, particularly Reliance and BSNL were reported to be
taking time in repairing the faults.
5.1.8 Supplementary Services: Basic telephone service providers have shown adequate
performance on this parameter.
5.1.9 Grievance Redressal: Very few customers were aware of the grievance redressal
mechanism comprising of the Nodal Officer and the Appellate Authority.
122
________________________________________________________________________
5.2.1 Overall Quality of Service: 84% of the cellular mobile service customers were satisfied
with overall quality of service. TTML registered a higher percentage of satisfied customers at
91%.
5.2.2 Provision of Service: Service providers, particularly TTML, do not reactivate the
connections quickly enough even after the requisite bill payment has been made by the
customers.
5.2.3 Billing Performance: A large proportion of postpaid customers were not satisfied with the
process of resolution of billing complaints. Reliance customers also reported delay in bill
delivery. Most prepaid customers were satisfied with the billing performance.
5.2.4 Help Services: A large number of customers contact customer care for lodging a complaint
or a query. In this scenario, customers were not satisfied with the service providers particularly
BSNL and Reliance, on parameters such as the problem solving ability and time taken to resolve
the complaints.
5.2.5 Network Performance: A significant proportion of customers were not satisfied.
5.2.6 Maintainability: BSNL was weak on this service aspect.
5.2.7 Supplementary Services: 96% of the customers were satisfied with this parameter.
5.2.8 Grievance Redressal Mechanism: Very few customers were aware of the redressal
mechanism. 34% reported that they did not get docket numbers for their complaints from
customer care; only 72% were satisfied with their experience with customer care.
123
________________________________________________________________________
5.3.1 Overall Quality of Service: While 80% of the broadband customers were satisfied, Airtel
emerged as the leader in this service.
5.3.2 Provision of Service: Service providers, particularly Reliance, You, Tata & Airtel & were
reported to be slow in reactivating connections that have been temporarily suspended, after the
requisite bill payment has been made by the customers.
5.3.3 Billing Performance: Only 31% of the postpaid customers were satisfied with the
resolution of billing complaints. BSNL also needs to ensure that bills are delivered on time for
all their customers and their bills should be accurate and transparent.
or a query. In this scenario, only 76% of the customers were satisfied with the Help Services.
5.3.5 Network Performance: 85% of all broadband customers were satisfied. The
dissatisfaction existed on account of broadband service speed and uptime.
5.3.6 Maintainability: While most customers of the broadband customers were dissatisfied with
this service parameter, a significant number of customers stated that the problem was related to
the broadband connection and modem provided by the service provider.
5.3.7 Supplementary Services: Service providers have shown adequate performance on this
parameter.
5.3.8 Grievance Redressal: Very few customers were aware of the grievance redressal
mechanism comprising of the Nodal Officer and the Appellate Authority.
124
________________________________________________________________________
6 RECOMMENDATIONS (QUALITY OF SERVICE)
6.1 Basic Telephone Service
6.1.1 Provision of Service: Service providers need to quickly reactivate connections, that have
been temporarily suspended, after the requisite bill payment has been made by the customers.
6.1.2 Billing Performance: Service providers should improve their processes for resolution of
billing complaints.
or a query. In this scenario, the service providers particularly BSNL and Reliance, need to
improve their response times as well as the problem solving ability and time taken to resolve the
complaints.
6.1.4 Network Performance: Basic telephone service providers need to maintain their
6.1.5 Maintainability: Reliance and BSNL need to respond to fault repair quickly.
6.1.6 Supplementary Services: Basic telephone service providers need to maintain their
6.1.7 Communication of Tariff Plan: Service providers need to convey details of the tariff plan
to all their new customers; currently, only 32% of the customers are getting the details.
6.1.8 Do Not Call Registry: Effectiveness of the DNC register needs to be enhanced so that
unsolicited calls are cut out totally.
125
________________________________________________________________________
6.1.9 Grievance Redressal Mechanism: Service providers should make their customers aware
of the 3-stage grievance redressal mechanism including the Nodal Officer and Appellate
Authority.
All the complaints should be registered by the service providers’ customer care and an
accompanying docket should be issued to the complainants.
Resolution of complaints, particularly those related to billing, is a serious issue for the service
providers. Necessary action should be taken to improve this.
The effectiveness of the Nodal Officer and the Appellate Authority needs to be enhanced so that
complaints are finally resolved satisfactorily at their levels.
The Manual of Practice should be delivered to all new customers. In addition, the new
customers should be informed that they can get item-wise usage charges on request.
126
________________________________________________________________________
6.2 Cellular Telephone Service
6.2.1 Provision of Service: Service providers, particularly TTML, need to quickly reactivate
connections that have been temporarily suspended, after the requisite bill payment has been
made by the customers.
billing complaints. Reliance needs to ensure that bills are delivered on time for all their
customers.
or a query. In this scenario, the service providers particularly BSNL and Reliance, need to
improve their response times as well as the problem solving ability and time taken to resolve the
complaints.
6.2.4 Network Availability: Cellular telephone service providers particularly BSNL need to
improve their network on parameters such as coverage and connectivity so that the signal is
available and call drops do not occur.
6.2.5 Supplementary Services: Service providers should take consent of all their customers
before providing supplementary services.
6.2.6 Do Not Call Register: Effectiveness of the DNC register needs to be enhanced so that
unsolicited calls are cut out totally.
127
________________________________________________________________________
Authority.
accompanying docket should be issued to all the complainants. The action taken on the
complaints should also be communicated to them.
The effectiveness of the Nodal Officer and the Appellate Authority needs to be enhanced so that
complaints are finally resolved satisfactorily at their levels.
128
________________________________________________________________________
6.3 Broadband Internet Service
6.3.1 Provision of Service: Service providers, particularly You and Reliance, should quickly
reactivate connections that have been temporarily suspended, after the requisite bill payment has
been made by the customers.
billing complaints.
6.3.3 Help Services: This service parameter needs all-round improvement for all service
providers.
6.3.4 Network Performance: Broadband service providers should ensure that they deliver high
speeds to their customers. Also, the uptime of the broadband connections needs to be improved
significantly, particularly for Sify.
6.3.5 Maintainability: All broadband service providers need to improve their performance on
this parameter; this is a serious issue for many customer.
Authority.
accompanying docket should be issued to the complainants. The action taken on the complaints
should also be communicated to them.
129
________________________________________________________________________
Annexure 1: Detailed Tables (Basic Service (Wireline) Customers Survey)
A. Service Provision
A.1. (Q 1) When did you last apply for a phone connection?
Service Less than More than 12

6-12 months Base
Providers 6 months months
Count 83 60 843 986
Airtel
% 8.4% 6.1% 85.5% 100.0%
Count 17 6 1,051 1,074
BSNL
% 1.6% 0.6% 97.9% 100.0%
Count 83 71 824 978
Reliance
% 8.5% 7.3% 84.3% 100.0%
Count 89 54 833 976
TTML
% 9.1% 5.5% 85.3% 100.0%
Count 272 191 3,551 4,014
Overall
% 6.8% 4.8% 88.5% 100.0%
A.2. (Q 2) How much time was taken to get the telephone connection installed and activated
after you applied for it?
Service Less than 7 More than 30

7-15 days 16-30 days Base
Providers days days
Count 90 53 0 0 143
Airtel
% 62.9% 37.1% 0.0% 0.0% 100.0%
Count 15 4 2 2 23
BSNL
% 65.2% 17.4% 8.7% 8.7% 100.0%
Count 97 51 1 5 154
Reliance
% 63.0% 33.1% 0.6% 3.2% 100.0%
Count 71 66 3 3 143
TTML
% 49.7% 46.2% 2.1% 2.1% 100.0%
Count 273 174 6 10 463
Overall
% 59.0% 37.6% 1.3% 2.2% 100.0%
130
________________________________________________________________________
A.3. (Q 3) How satisfied are you with time taken to provide working phone connection?
Total Very
Service Satisfied Very
Base Satisfied Satisfied Dissatisfied
Providers (B) Dissatisfied
(A+B) (A)
Count 143 141 1 140 2 0
Airtel
% 100.0% 98.6% 0.7% 97.9% 1.4% 0.0%
Count 23 21 1 20 2 0
BSNL
% 100.0% 91.3% 4.3% 87.0% 8.7% 0.0%
Count 154 145 5 140 7 2
Reliance
% 100.0% 94.1% 3.2% 90.9% 4.5% 1.3%
Count 143 142 6 136 0 1
TTML
% 100.0% 99.2% 4.2% 95.1% 0.0% 0.7%
Count 463 449 13 436 11 3
Overall
% 100.0% 97.0% 2.8% 94.2% 2.4% 0.6%
A.4. (Q 4) How satisfied are you with the time taken for shifting of telephone, incase you had
sought shifting of telephone in the last six months?
Total Very
(A+B) (A)
Count 13 13 1 12 0 0
Airtel
% 100.0% 100% 7.7% 92.3% 0.0% 0.0%
Count 76 51 17 34 25 0
BSNL
% 100.0% 67.1% 22.4% 44.7% 32.9% 0.0%
Count 16 14 2 12 2 0
Reliance
% 100.0% 87.5% 12.5% 75.0% 12.5% 0.0%
Count 108 108 10 98 0 0
TTML
% 100.0% 100% 9.3% 90.7% 0.0% 0.0%
Count 213 186 30 156 27 0
Overall
% 100.0% 87.3 14.1% 73.2% 12.7% 0.0%
131
________________________________________________________________________
A.5. (Q 5) In case your connection was temporarily suspended due to non-payment of bills, how
satisfied are you with the time taken to reactivate service after you made the payment?
Total Very
(A+B) (A)
Count 20 16 1 15 4 0
Airtel
% 100.0% 80.0% 5.0% 75.0% 20.0% 0.0%
Count 69 53 5 48 16 0
BSNL
% 100.0% 76.8% 7.2% 69.6% 23.2% 0.0%
Count 81 60 0 60 20 1
Reliance
% 100.0% 74.1% 0.0% 74.1% 24.7% 1.2%
Count 104 100 17 83 4 0
TTML
% 100.0% 96.1% 16.3% 79.8% 3.8% 0.0%
Count 274 229 23 206 44 1
Overall
% 100.0% 83.6% 8.4% 75.2% 16.1% 0.4%
132
________________________________________________________________________
B. Billing Process - Postpaid Customers
B.1. (Q 6) How satisfied are you with the timely delivery of bills?
Total Very
(A+B) (A)
Count 965 941 51 890 21 3
Airtel
% 100.0% 97.5% 5.3% 92.2% 2.2% 0.3%
Count 1074 1035 183 852 36 3
BSNL
% 100.0% 96.3% 17.0% 79.3% 3.4% 0.3%
Count 505 449 36 413 54 2
Reliance
% 100.0% 88.9% 7.1% 81.8% 10.7% 0.4%
Count 620 591 80 511 28 1
TTML
% 100.0% 95.3% 12.9% 82.4% 4.5% 0.2%
Count 3164 3016 350 2666 139 9
Overall
% 100.0% 95.4% 11.1% 84.3% 4.4% 0.3%
B.2. (Q 7a) How satisfied are you with the accuracy of the bills?
Total Very
(A+B) (A)
Count 965 940 41 899 22 3
Airtel
% 100.0% 97.4% 4.2% 93.2% 2.3% 0.3%
Count 1074 1031 177 854 36 7
BSNL
% 100.0% 96% 16.5% 79.5% 3.4% 0.7%
Count 505 478 30 448 27 0
Reliance
% 100.0% 94.6% 5.9% 88.7% 5.3% 0.0%
Count 620 601 45 556 18 1
TTML
% 100.0% 97% 7.3% 89.7% 2.9% 0.2%
Count 3164 3050 293 2757 103 11
Overall
% 100.0% 96.4% 9.3% 87.1% 3.3% 0.3%
133
________________________________________________________________________
B.3. (Q 7b) Please specify the reason(s) for your dissatisfaction with the billing process.
Charged
Charges not Tariff plan for value
Charged for
Service as per tariff changed added
call/services Others Base
Providers plan without services
not made
subscribed information not
requested
Count 6 0 1 15 4 25
Airtel
% 24% 0.0% 4% 60% 16% 21.9%
Count 12 13 6 15 4 43
BSNL
% 27.9% 30.2% 14% 34.9% 9.3% 37.7%
Count 14 2 1 11 0 27
Reliance
% 51.9% 7.4% 3.7% 40.7% 0.0% 23.7%
Count 2 4 1 11 3 19
TTML
% 10.5% 21.1% 5.3% 57.9% 15.8% 16.7
Count 34 19 9 52 11 114
Overall
% 29.8% 16.7% 7.9% 45.6% 9.6% 100
B.4. (Q 8) Have you made any billing related complaints in last 12 months?
Service
Yes No Base
Providers
Count 20 945 965

Airtel
% 2.1% 97.9% 100.0%
Count 60 1014 1074
BSNL
% 5.6% 94.4% 100.0%
Count 68 437 505
Reliance
% 13.5% 86.5% 100.0%
Count 39 581 620
TTML
% 6.3% 93.7% 100.0%
Count 187 2977 3164
Overall
% 5.9% 94.1% 100.0%
134
________________________________________________________________________
B.5. (Q 9) How satisfied are you with the process of resolution of billing complaints?
Total Very
(A+B) (A)
Count 20 11 1 10 6 3
Airtel
% 100.0% 55.0% 5.0% 50.0% 30.0% 15.0%
Count 60 44 4 40 16 0
BSNL
% 100.0% 73.4% 6.7% 66.7% 26.7% 0.0%
Count 68 28 0 28 35 5
Reliance
% 100.0% 41.2% 0.0% 41.2% 51.5% 7.4%
Count 39 30 0 30 9 0
TTML
% 100.0% 76.9% 0.0% 76.9% 23.1% 0.0%
Count 187 113 5 108 66 8
Overall
% 100.0% 60.5% 2.7% 57.8% 35.3% 4.3%
B.6. (Q 10a) How satisfied are you with the clarity of the bills sent by your service provider in
terms of transparency and understandability?
Total Very
(A+B) (A)
Count 965 962 32 930 2 1
Airtel
% 100.0% 99.7% 3.3% 96.4% 0.2% 0.1%
Count 1074 1057 154 903 14 3
BSNL
% 100.0% 98.4% 14.3% 84.1% 1.3% 0.3%
Count 505 499 22 477 5 1
Reliance
% 100.0% 98.9% 4.4% 94.5% 1.0% 0.2%
Count 620 618 47 571 2 0
TTML
% 100.0% 99.7% 7.6% 92.1% 0.3% 0.0%
Count 3164 3136 255 2881 23 5
Overall
% 100.0% 99.2% 8.1% 91.1% 0.7% 0.2%
135
________________________________________________________________________
B.7. (Q 10b) Please specify the reason(s) for your dissatisfaction.
Item wise
charges
like total
minutes of
Difficult to
usage of
Service Difficult to understand Calculation
local, STD, Others Base
Providers read the bill the s not clear
ISD calls
language
and
charges
thereon not
given
Count 0 1 1 2 0 3
Airtel
% 0.0% 33.3% 33.3% 66.7% 0.0%
Count 0 1 9 6 1 17
BSNL
% 0.0% 5.9% 52.9% 35.3% 5.9%
Count 1 0 5 0 0 6
Reliance
% 16.7% 0.0% 83.3% 0.0% 0.0%
Count 0 0 1 1 0 2
TTML
% 0.0% 0.0% 50.0% 50.0% 0.0%
Count 1 2 16 9 1 28
Overall
% 3.6% 7.1% 57.1% 32.1% 3.6%
136
________________________________________________________________________
Billing Process - Prepaid Customers
B.8. (Q 11) How satisfied are you with the accuracy of charges i.e. amount deducted on every
usage?
Total Very
(A+B) (A)
Count 21 21 1 20 0 0
Airtel
% 100.0% 100.0% 4.8% 95.2% 0.0% 0.0%
Count 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 473 470 2 468 3 0
Reliance
% 100.0% 99.3% 0.4% 98.9% 0.6% 0.0%
Count 356 356 45 311 0 0
TTML
% 100.0% 100.0% 12.6% 87.4% 0.0% 0.0%
Count 850 847 48 799 3 0
Overall
% 100.0% 99.6% 5.6% 94.0% 0.4% 0.0%
137
________________________________________________________________________
C. Help Services/ Customer Care
C.1. (Q 12) Did you complain or make a query in the last 12 months to the customer care/
helpline/ call centre toll free number of your service provider?
Service
Yes No Base
Providers
Count 371 615 986

Airtel
% 37.6% 62.4% 100.0%
Count 185 889 1,074
BSNL
% 17.2% 82.8% 100.0%
Count 336 642 978
Reliance
% 34.4% 65.6% 100.0%
Count 243 733 976
TTML
% 24.9% 75.1% 100.0%
Count 1,135 2,879 4,014
Overall
% 28.3% 71.7% 100.0%
C.2. (Q 13) How satisfied are you with the ease of access of call centre/customer care or
helpline?
Total Very
(A+B) (A)
Count 371 347 9 338 21 3
Airtel
% 100.0% 93.5% 2.4% 91.1% 5.7% 0.8%
Count 185 148 3 145 36 1
BSNL
% 100.0% 80.0% 1.6% 78.4% 19.5% 0.5%
Count 336 272 3 269 63 1
Reliance
% 100.0% 81.0% 0.9% 80.1% 18.8% 0.3%
Count 243 232 13 219 10 1
TTML
% 100.0% 95.4% 5.3% 90.1% 4.1% 0.4%
Count 1,135 999 28 971 130 6
Overall
% 100.0% 88.1% 2.5% 85.6% 11.5% 0.5%
C.3. (Q 14) How satisfied are you with the response time taken to answer your call by a customer
care executive?
138
________________________________________________________________________
Total Very
(A+B) (A)
Count 371 348 11 337 20 3
Airtel
% 100.0% 93.8% 3.0% 90.8% 5.4% 0.8%
Count 185 139 16 123 42 4
BSNL
% 100.0% 75.1% 8.6% 66.5% 22.7% 2.2%
Count 336 288 4 284 47 1
Reliance
% 100.0% 8.7% 1.2% 84.5% 14.0% 0.3%
Count 243 226 18 208 16 1
TTML
% 100.0% 93.0% 7.4% 85.6% 6.6% 0.4%
Count 1,135 1001 49 952 125 9
Overall
% 100.0% 88.2% 4.3% 83.9% 11.0% 0.8%
C.4. (Q 15) How satisfied are you with the problem solving ability of the customer care
executive(s)?
Total Very
(A+B) (A)
Count 371 339 11 328 28 4
Airtel
% 100.0% 91.4% 3.0% 88.4% 7.5% 1.1%
Count 185 136 25 111 44 5
BSNL
% 100.0% 73.5% 13.5% 60.0% 23.8% 2.7%
Count 336 250 8 242 80 6
Reliance
% 100.0% 74.4% 2.4% 72.0% 23.8% 1.8%
Count 243 215 19 196 27 1
TTML
% 100.0% 88.5% 7.8% 80.7% 11.1% 0.4%
Count 1,135 940 63 877 179 16
Overall
% 100.0% 82.9% 5.6% 77.3% 15.8% 1.4%
139
________________________________________________________________________
C.5. (Q 16) How satisfied are you with the time taken by call centre/customer care /helpline to
resolve your complaint?
Total Very
(A+B) (A)
Count 371 340 9 331 27 4
Airtel
% 100.0% 91.6% 2.4% 89.2% 7.3% 1.1%
Count 185 137 26 111 46 2
BSNL
% 100.0% 74.1% 14.1% 60.0% 24.9% 1.1%
Count 336 250 7 243 81 5
Reliance
% 100.0% 74.4% 2.1% 72.3% 24.1% 1.5%
Count 243 216 15 201 26 1
TTML
% 100.0% 88.9% 6.2% 82.7% 10.7% 0.4%
Count 1,135 943 57 886 180 12
Overall
% 100.0% 83.1% 5.0% 78.1% 15.9% 1.1%
140
________________________________________________________________________
D. Network Performance, Reliability and Availability
D.1. (Q 17) How satisfied are you with the availability of working telephone (dial tone)?
Total Very
(A+B) (A)
Count 986 936 44 892 46 4
Airtel
% 100.0% 95.0% 4.5% 90.5% 4.7% 0.4%
Count 1,074 1039 217 822 31 4
BSNL
% 100.0% 96.7% 20.2% 76.5% 2.9% 0.4%
Count 978 932 43 889 46 0
Reliance
% 100.0% 95.3% 4.4% 90.9% 4.7% 0.0%
Count 976 940 149 791 36 0
TTML
% 100.0% 96.3% 15.3% 81.0% 3.7% 0.0%
Count 4,014 3,847 453 3,394 159 8
Overall
% 100.0% 95.9 11.3% 84.6% 4.0% 0.2%
D.2. (Q 18) How satisfied are you with the ability to make or receive calls easily?
Total Very
(A+B) (A)
Count 986 965 48 917 21 0
Airtel
% 100.0% 97.9% 4.9% 93.0% 2.1% 0.0%
Count 1,074 1046 187 859 27 1
BSNL
% 100.0% 97.4 17.4% 80.0% 2.5% 0.1%
Count 978 948 28 920 29 1
Reliance
% 100.0% 97.0% 2.9% 94.1% 3.0% 0.1%
Count 976 940 109 831 35 1
TTML
% 100.0% 96.3% 11.2% 85.1% 3.6% 0.1%
Count 4,014 3,899 372 3,527 112 3
Overall
% 100.0% 97.2% 9.3% 87.9% 2.8% 0.1%
141
________________________________________________________________________
D.3. (Q 19) How satisfied are you with the voice quality?
Total Very
(A+B) (A)
Count 986 928 55 873 57 1
Airtel
% 100.0% 94.1% 5.6% 88.5% 5.8% 0.1%
Count 1,074 1,021 184 837 50 3
BSNL
% 100.0% 95.0% 17.1% 77.9% 4.7% 0.3%
Count 978 942 46 896 36 0
Reliance
% 100.0% 96.3% 4.7% 91.6% 3.7% 0.0%
Count 976 921 149 772 52 3
TTML
% 100.0% 94.4% 15.3% 79.1% 5.3% 0.3%
Count 4,014 3,812 434 3,378 195 7
Overall
% 100.0% 95.0% 10.8% 84.2% 4.9% 0.2%
142
________________________________________________________________________
E. Maintainability (Fault Repair)
E.1. (Q 20) Have you experienced fault in your telephone connection in the last 12 months?
Service
Yes No Base
Providers
Count 30 956 986

Airtel
% 3.0% 97.0% 100.0%
Count 97 977 1,074
BSNL
% 9.0% 91.0% 100.0%
Count 77 901 978
Reliance
% 7.9% 92.1% 100.0%
Count 107 869 976
TTML
% 11.0% 89.0% 100.0%
Count 311 3,703 4,014
Overall
% 7.7% 92.3% 100.0%
E.2. (Q 21) How many times your telephone became faulty in the last one month?
Service More than 3

Nil Once 2-3 times Base
Providers times
Count 7 19 3 1 30
Airtel
% 23.3% 63.3% 10.0% 3.3% 100.0%
Count 11 50 22 14 97
BSNL
% 11.3% 51.5% 22.7% 14.4% 100.0%
Count 6 46 21 4 77
Reliance
% 7.8% 59.7% 27.3% 5.2% 100.0%
Count 22 68 15 2 107
TTML
% 20.6% 63.6% 14.0% 1.9% 100.0%
Count 46 183 61 21 311
Overall
% 14.8% 58.8% 19.6% 6.8% 100.0%
143
________________________________________________________________________
E.3. (Q 22) How long did it take generally for repairing the fault after lodging complaint)?
Service More than 7

1 day 2-3 days 4-7 days Base
Providers days
Count 14 12 3 1 30
Airtel
% 46.7% 40.0% 10.0% 3.3% 100.0%
Count 41 31 15 10 97
BSNL
% 42.3% 32.0% 15.5% 10.3% 100.0%
Count 8 39 9 21 77
Reliance
% 10.4% 50.6% 11.7% 27.3% 100.0%
Count 28 54 18 7 107
TTML
% 26.2% 50.5% 16.8% 6.5% 100.0%
Count 91 136 45 39 311
Overall
% 29.3% 43.7% 14.5% 12.5% 100.0%
E.4. (Q 23) How satisfied are you with the fault repair service?
Total Very
(A+B) (A)
Count 30 25 2 23 5 0
Airtel
% 100.0% 83.4% 6.7% 76.7% 16.7% 0.0%
Count 97 72 8 64 22 3
BSNL
% 100.0% 74.2 8.2% 66.0% 22.7% 3.1%
Count 77 50 0 50 24 3
Reliance
% 100.0% 64.9% 0.0% 64.9% 31.2% 3.9%
Count 107 93 5 88 14 0
TTML
% 100.0% 86.9% 4.7% 82.2% 13.1% 0.0%
Count 311 240 15 225 65 6
Overall
% 100.0% 77.1% 4.8% 72.3% 20.9% 1.9%
144
________________________________________________________________________
F. Supplementary Service/ Value Added Services
F.1. (Q 24) Do you use services like call waiting, call forwarding, voice mails or any other
supplementary services?
Service
Yes No Base
Providers
Count 86 900 986

Airtel
% 8.7% 91.3% 100.0%
Count 36 1,038 1,074
BSNL
% 3.4% 96.6% 100.0%
Count 49 929 978
Reliance
% 5.0% 95.0% 100.0%
Count 50 926 976
TTML
% 5.1% 94.9% 100.0%
Count 221 3,793 4,014
Overall
% 5.5% 94.5% 100.0%
F.2. (Q 25) How satisfied are you with the quality of the supplementary / value added services
provided?
Total Very
(A+B) (A)
Count 86 82 6 76 4 0
Airtel
% 100.0% 95.4% 7.0% 88.4% 4.7% 0.0%
Count 36 36 17 19 0 0
BSNL
% 100.0% 100.0% 47.2% 52.8% 0.0% 0.0%
Count 49 48 3 45 1 0
Reliance
% 100.0% 97.9% 6.1% 91.8% 2.0% 0.0%
Count 50 47 10 37 1 2
TTML
% 100.0% 94% 20.0% 74.0% 2.0% 4.0%
Count 221 213 36 177 6 2
Overall
% 100.0% 96.4% 16.3% 80.1% 2.7% 0.9%
145
________________________________________________________________________
G. Overall Customer Satisfaction
G.1. (Q 26a) How satisfied are you with the overall quality of your telephone service?
Total Very
(A+B) (A)
Count 986 901 53 848 80 5
Airtel
% 100.0% 91.4% 5.4% 86.0% 8.1% 0.5%
Count 1,074 1,007 179 828 62 5
BSNL
% 100.0% 93.8% 16.7% 77.1% 5.8% 0.5%
Count 978 861 41 820 109 8
Reliance
% 100.0% 88.0% 4.2% 83.8% 11.1% 0.8%
Count 976 933 88 845 40 3
TTML
% 100.0% 95.6% 9.0% 86.6% 4.1% 0.3%
Count 4,014 3,702 361 3,341 291 21
Overall
% 100.0% 92.2% 9.0% 83.2% 7.2% 0.5%
146
________________________________________________________________________
H. General Information
H.1. (Q 27) 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
Yes No Base
Providers
Count 47 96 143
Airtel
% 32.9% 67.1% 100.0%
Count 0 23 23
BSNL
% 0.0% 100.0% 100.0%
Count 77 77 154
Reliance
% 50.0% 50.0% 100.0%
Count 24 119 143
TTML
% 16.8% 83.2% 100.0%
Count 148 315 463
Overall
% 32.0% 68.0% 100.0%
H.2. (Q 28) Have you terminated telephone connection that you had in the last 12 months?
Service
Yes No Base
Providers
Count 8 978 986
Airtel
% 0.8% 99.2% 100.0%
Count 14 1,060 1,074
BSNL
% 1.3% 98.7% 100.0%
Count 9 969 978
Reliance
% 0.9% 99.1% 100.0%
Count 22 954 976
TTML
% 2.3% 97.7% 100.0%
Count 53 3,961 4,014
Overall
% 1.3% 98.7% 100.0%
147
________________________________________________________________________
H.3. (Q 29) If yes, please name your previous service provider?
Service
Airtel BSNL Reliance TTML Base
Providers
Count 0 5 1 2 8
Airtel
% 0.0% 62.5% 12.5% 25.% 100.0%
Count 3 5 1 5 14
BSNL
% 21.4% 35.7% 7.1% 35.7% 100.0%
Count 0 5 1 3 9
Reliance
% 0.0% 55.6% 11.1% 33.3% 100.0%
Count 3 10 4 5 22
TTML
% 13.6% 45.5% 18.2% 22.7% 100.0%
Count 6 25 7 15 53
Overall
% 11.3% 47.1% 13.2% 28.3% 100.0%
H.4. (Q 30) How many days were taken by previous service provider for termination of your
telephone connection?
Service More than 7

Providers days
Count 0 1 2 5 8
Airtel
% 0% 12.5% 25% 62.5% 100%
Count 2 2 7 3 14
BSNL
% 14.3% 14.3% 50% 21.4% 100%
Count 0 3 6 0 9
Reliance
% 0% 33.3% 66.7% 0% 100%
Count 3 7 5 7 22
TTML
% 13.6% 31.8% 22.7% 31.8% 100%
Count 5 13 20 15 53
Overall
% 9.4% 24.5% 37.7% 28.3% 100%
148
________________________________________________________________________
H.5. (Q 31) Did your service provider adjust your security deposit in the bill raised after you
requested for termination?
Service
Yes No Base
Providers
Count 5 3 8
Airtel
% 62.5% 37.5% 100%
Count 2 12 14
BSNL
% 14.3% 85.7% 100%
Count 3 6 9
Reliance
% 33.3% 66.7% 100%
Count 9 13 22
TTML
% 40.9% 59.1% 100%
Count 19 34 53
Overall
% 35.8% 64.2 100%
H.6. (Q 32) Have you registered your telephone number for Do Not Call (DNC) registry with
your service provider so that you do not receive unsolicited commercial calls /SMS.
Do not mind
Service
Yes No receiving such Base
Providers
calls/SMS
Count 7 823 156 986
Airtel
% 0.7% 83.5% 15.8% 100.0%
Count 21 958 95 1074
BSNL
% 2.0% 89.2% 8.8% 100.0%
Count 4 792 182 978
Reliance
% 0.4% 81.0% 18.6% 100.0%
Count 3 839 134 976
TTML
% 0.3% 86.0% 13.7% 100.0%
Count 35 3412 567 4014
Overall
% 0.9% 85.0% 14.1% 100.0%
149
________________________________________________________________________
H.7. (Q 33) Do you still receive unsolicited commercial calls/SMS and whether there is any
change in the frequency of such calls /SMS.
Service Stopped Considerable Slight Continued

Base
Providers Receiving Decrease Decrease Receiving
Count 4 1 2 0 7
Airtel
% 57.1% 14.3% 28.6% 0.0% 100.0%
Count 7 13 0 1 21
BSNL
% 33.3% 61.9% 0.0% 4.8% 100.0%
Count 3 1 0 0 4
Reliance
% 75.0% 25.0% 0.0% 0.0% 100.0%
Count 0 1 2 0 3
TTML
% 0.0% 33.3% 66.7% 0.0% 100.0%
Count 14 16 4 1 35
Overall
% 40.0% 45.7% 11.4% 2.9% 100.0%
H.8. (Q 33a) Have you made any compliant to your service provider on getting such unsolicited
calls/ SMS after registering for National Do Not Call (NDNC) Registry.
Service
Yes No Base
Providers
Count 2 1 3
Airtel
% 66.7% 33.3% 100.0%
Count 12 2 14
BSNL
% 85.7% 14.3% 100.0%
Count 0 1 1
Reliance
% 0.0% 100.0% 100.0%
Count 1 2 3
TTML
% 33.3% 66.7% 100.0%
Count 15 6 21
Overall
% 71.4% 28.6% 100.0%
150
________________________________________________________________________
H.9. (Q 33b) Complaint registration with the service provider.
Customer who
registered the
telephone numbers
Service Complaint was Refused to register
of the companies Base
Providers registered the complaint
from where
unsolicited calls/
SMS came
Count 1 0 1 2
Airtel
% 50% 0.0% 50% 100%
Count 0 0 12 12
BSNL
% 0.0% 0.0% 100% 100%
Count 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 1 1
TTML
% 0.0% 0.0% 100% 100%
Count 1 0 14 15
Overall
% 6.7% 0.0% 93.3% 100%
151
________________________________________________________________________
I. Grievance Redressal Mechanism
I.1. (Q 34) Are you aware of the three stage grievance redressal mechanism set up by your
telecom service provider based on the regulations of TRAI for redressal of your grievances?
Service
Yes No Base
Providers
Count 18 968 986

Airtel
% 1.8% 98.2% 100.0%
Count 45 1,029 1,074
BSNL
% 4.2% 95.8% 100.0%
Count 16 962 978
Reliance
% 1.6% 98.4% 100.0%
Count 22 954 976
TTML
% 2.3% 97.7% 100.0%
Count 101 3,913 4,014
Overall
% 2.5% 97.5% 100.0%
I.2. (Q 35)Which all stages of the three stage mechanism process set up by your telecom service
provider for redressal of grievances of telecom consumers are you aware of?
Service Nodal Appellate

Call Centre None of these Base
Providers Officer Authority
Count 978 8 5 8 986
Airtel
% 99.3% 0.8% 0.5% 0.7%
Count 1,047 0 0 27 1,074
BSNL
% 97.5% 0.0% 0.0% 2.5%
Count 966 12 7 11 978
Reliance
% 98.8% 1.2% 0.7% 1.1%
Count 946 6 2 30 976
TTML
% 96.9% 0.6% 0.2% 3.1%
Count 3,937 26 14 76 4,014
Overall
% 98.1% 0.6% 0.3% 1.9%
152
________________________________________________________________________
I.3. (Q 36) Have you made any complaint within last 6 months to the toll free Call
Centre/customer care/Helpline telephone number?
Service
Yes No Base
Providers
Count 59 927 986

Airtel
% 6.0% 94.0% 100.0%
Count 23 1,051 1,074
BSNL
% 2.1% 97.9% 100.0%
Count 144 834 978
Reliance
% 14.7% 85.3% 100.0%
Count 68 908 976
TTML
% 7.0% 93.0% 100.0%
Count 294 3,720 4,014
Overall
% 7.3% 92.7% 100.0%
I.4. (Q 37) Redressal of grievances mechanism provide for allotting docket number to consumers
on his making the complaint. Please specify which of these applied the most to you.
Service Docket number No docket number No docket number Base

Providers received for most received for most received even on
of the complaints of the complaints request
Count 41 16 2 59
Airtel
% 69.5% 27.1% 3.4% 100.0%
Count 8 15 0 23
BSNL
% 34.8% 65.2% 0.0% 100.0%
Count 126 17 1 144
Reliance
% 87.5% 11.8% 0.7% 100.0%
Count 57 9 2 68
TTML
% 83.8% 13.2% 2.9% 100.0%
Count 232 57 5 294
Overall
% 78.9% 19.4% 1.7% 100.0%
153
________________________________________________________________________
I.5. (Q 38) Did the Call Centre inform you about the action taken on your complaint?
Service
Yes No Base
Providers
Count 34 25 59
Airtel
% 57.6% 42.4% 100.0%
Count 7 16 23
BSNL
% 30.4% 69.6% 100.0%
Count 61 83 144
Reliance
% 42.4% 57.6% 100.0%
Count 45 23 68
TTML
% 66.2% 33.8% 100.0%
Count 147 147 294
Overall
% 50.0% 50.0% 100.0%
I.6. (Q 39) How satisfied are you with the system of resolving of your complaints by call centre/
customer care/ helpline?
Service Base Total Very Satisfied Dissatisfied Very

Providers Satisfied Satisfied Dissatisfied
(A+B) (A) (B)
Count 59 46 2 44 11 2
Airtel
% 100.0% 78.0% 3.4% 74.6% 18.6% 3.4%
Count 23 15 0 15 7 1
BSNL
% 100.0% 65.2% 0.0% 65.2% 30.4% 4.3%
Count 144 85 2 83 50 9
Reliance
% 100.0% 59% 1.4% 57.6% 34.7% 6.3%
Count 68 48 5 43 17 3
TTML
% 100.0% 70.6% 7.4% 63.2% 25.0% 4.4%
Count 294 194 9 185 85 15
Overall
% 100.0% 66.% 3.1% 62.9% 28.9% 5.1%
154
________________________________________________________________________
I.7. (Q 40) Please specify the reason(s) for your dissatisfaction.
Difficult Customer Customer Time taken Customer Others Base

Service to connect care care by call centre care
Providers to call executive executive for redressal executive not
centre not polite/ not of unable to
executive courteous equipped complaints is understand
adequate
information
Count 0 1 0 12 0 1 13
Airtel
% 0.0% 7.7% 0.0% 92.3% 0.0% 7.7%
Count 0 2 1 5 0 0 8
BSNL
% 0.0% 25.0% 12.5% 62.5% 0.0% 0.0%
Count 4 2 5 50 3 11 59
Reliance
% 6.8% 3.4% 8.5% 84.7% 5.1% 18.6%
Count 0 0 0 17 2 1 20
TTML
% 0.0% 0.0% 0.0% 85.0% 10.0% 5.0%
Count 4 5 6 84 5 13 100
Overall
% 4.0% 5.0% 6.0% 84.0% 5.0% 13%
I.8. (Q 41) Was your billing complaint resolved satisfactorily by call centre/customer care within
four weeks after lodging of the complaint?
Service
Yes No Base
Providers
Count 5 6 11
Airtel
% 45.5% 54.5% 100.0%
Count 3 1 4
BSNL
% 75.0% 25.0% 100.0%
Count 19 36 55
Reliance
% 34.5% 65.5% 100.0%
Count 12 6 18
TTML
% 66.7% 33.3% 100.0%
Count 39 49 88
Overall
% 44.3% 55.7% 100.0%
155
________________________________________________________________________
I.9. (Q 42) Are you aware of the contact details of the Nodal Officer?
Service
Yes No Base
Providers
Count 0 986 986

Airtel
% 0.0% 100.0% 100.0%
Count 0 1,074 1,074
BSNL
% 0.0% 100.0% 100.0%
Count 1 977 978
Reliance
% 0.1% 99.9% 100.0%
Count 2 974 976
TTML
% 0.2% 99.8% 100.0%
Count 3 4,011 4,014
Overall
% 0.1% 99.9% 100.0%
I.10. (Q 43) 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
Yes No Base
Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 1 0 1
Reliance
% 100.0% 0.0% 100.0%
Count 0 2 2
TTML
% 0.0% 100.0% 100.0%
Count 1 2 3
Overall
% 33.3% 66.7% 100.0%
156
________________________________________________________________________
I.11. (Q 44) Can you approach your Nodal Officer easily?
Service
Yes No Base
Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 1 1
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 1 1
TTML
% 0.0% 100.0% 100.0%
Count 0 1 1
Overall
% 0.0% 100.0% 100.0%
I.12. (Q 45) Did the Nodal Officer intimate you about the decision taken on your complaint?
Service
Yes No Base
Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 1 1
TTML
% 0.0% 100.0% 100.0%
Count 0 1 1
Overall
% 0.0% 100.0% 100.0%
157
________________________________________________________________________
I.13. (Q 46) How satisfied are you with the redressal of the complaint by the Nodal Officer?
Total Very
(A+B) (A)
Count 0 0 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 1 0 0 0 1 0
TTML
% 100.0% 0.0% 0.0% 0.0% 100.0% 0.0%
Count 1 0 0 0 1 0
Overall
% 100.0% 0.0% 0.0% 0.0% 100.0% 0.0%
I.14. (Q 47) Please specify the reason(s) for your dissatisfaction.
Difficult Nodal
Time taken by
to Nodal Officer not Nodal Officer
Nodal Officer
Service connect Officer not equipped not unable to
for redressal Others Base
Providers to the polite/ with understand the
of complaints
Nodal courteous adequate problems
is too long
Officer information
Count 0 0 0 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 1 0 0
TTML
% 0.0% 0.0% 0.0% 0.0% 100.0% 0.0% 0.0%
Count 0 0 0 0 1 0 0
Overall
% 0.0% 0.0% 0.0% 0.0% 100.0% 0.0% 0.0%
158
________________________________________________________________________
I.15. (Q 48) Are you aware of the contact details of the appellate authority for filing of appeals
on complaints not resolved or unsatisfactorily resolved by Nodal Officer?
Service
Yes No Base
Providers
Count 0 986 986

Airtel
% 0.0% 100.0% 100.0%
Count 0 1,074 1,074
BSNL
% 0.0% 100.0% 100.0%
Count 0 978 978
Reliance
% 0.0% 100.0% 100.0%
Count 2 974 976
TTML
% 0.2% 99.8% 100.0%
Count 2 4,012 4,014
Overall
% 0.0% 100.0% 100.0%
I.16. (Q 49) Have you filed any appeal in the prescribed form in last 6 month?
Service
Yes No Base
Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 2 2
TTML
% 0.0% 100% 100%
Count 0 2 2
Overall
% 0.0% 100% 100%
159
________________________________________________________________________
I.17. (Q 50) Did you receive any acknowledgement?
Service
Yes No Base
Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 0 0
TTML
% 0.0% 0.0% 0.0%
Count 0 0 0
Overall
% 0.0% 0.0% 0.0%
I.18. (Q 51) Did the appellate authority take a decision upon your appeal within 3 months of
filing the appeal?
Service Appeal filed only

Yes No Base
Providers recently
Count 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
TTML
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Overall
% 0.0% 0.0% 0.0% 0.0%
160
________________________________________________________________________
I.19. (Q 52) Are you aware that a prepaid customer can get item-wise usage charge details, on
request?
Service
Yes No Base
Providers
Count 1 20 21
Airtel
% 4.8% 95.2% 100%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 473 473
Reliance
% 0.0% 100% 100%
Count 6 350 356
TTML
% 1.7% 98.3% 100%
Count 7 843 850
Overall
% 0.8% 99.2% 100%
I.20. (Q 53) Have you been denied of your request for item-wise usage charge details for your
pre-paid connection?
Service
Yes No Base
Providers
Count 0 1 1
Airtel
% 0.0% 100% 100%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 3 3 6
TTML
% 50% 50% 100%
Count 3 4 7
Overall
% 42.9% 57.1% 100%
161
________________________________________________________________________
I.21. (Q 54) What were the reason(s) for denying your request?
Service Technical
No reason given Others Base
Providers problem
Count 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0%
Count 2 1 0 3
TTML
% 66.7% 33.3 0.0% 100%
Count 2 1 0 3
Overall
% 66.7% 33.3% 0.0% 100%
I.22. (Q 55) Have you been provided the Manual of Practice containing the terms and conditions
of service, grievance redressal mechanism etc. while taking the connection?
Service
Yes No Base
Providers
Count 36 47 83
Airtel
% 43.4% 56.6% 100.0%
Count 0 17 17
BSNL
% 0.0% 100.0% 100.0%
Count 34 49 83
Reliance
% 41.0% 59.0% 100.0%
Count 13 76 89
TTML
% 14.6% 85.4% 100.0%
Count 83 189 272
Overall
% 30.5% 69.5% 100.0%
162
________________________________________________________________________
Annexure 2: Detailed Tables (Cellular Mobile Telephone Customers Survey)
A.1. (Q 1) When did you last apply for a mobile/ FWP connection?
Service Less than 6-12 months More than 12 Base

Providers 6 months months
Count 98 117 853 1,068
Airtel
% 9.2% 11.0% 79.9% 100.0%
Count 105 57 958 1,120
BSNL
% 9.4% 5.1% 85.5% 100.0%
Count 111 98 884 1,093
Vodafone
% 10.2% 9.0% 80.9% 100.0%
Count 110 109 879 1,098
Idea
% 10.0% 9.9% 80.1% 100.0%
Count 68 91 919 1,078
Reliance
% 6.3% 8.4% 85.3% 100.0%
Count 186 119 802 1,107
TTML
% 16.8% 10.7% 72.4% 100.0%
Count 678 591 5,295 6,564
Overall
% 10.3% 9.0% 80.7% 100.0%
A.2. (Q 2) How much time was taken to get the working connection (activation) after you
applied and completed all formalities?
Service One day 2-3 days 4-7 days More than 7 Base
Providers days
Count 161 42 7 5 215
Airtel
% 74.9% 19.5% 3.3% 2.3% 100.0%
Count 77 80 3 2 162
BSNL
% 47.5% 49.4% 1.9% 1.2% 100.0%
Count 155 50 4 0 209
Vodafone
% 74.2% 23.9% 1.9% 0.0% 100.0%
Count 129 79 8 3 219
Idea
% 58.9% 36.1% 3.7% 1.4% 100.0%
Count 107 50 2 0 159
Reliance
% 67.3% 31.4% 1.3% 0.0% 100.0%
Count 126 146 22 11 305
TTML
% 41.3% 47.9% 7.2% 3.6% 100.0%
Count 755 447 46 21 1,269
Overall
% 59.5% 35.2% 3.6% 1.7% 100.0%
A.3. (Q 3) How satisfied are you with the time taken to activate the mobile/ fixed wireless
connection, after you applied and completed all formalities?
163
________________________________________________________________________

Providers Satisfied Satisfied (B) Dissatisfied
(A+B) (A)
Count 215 211 61 150 4 0
Airtel
% 100.0% 98.1% 28.4% 69.8% 1.9% 0.0%
Count 162 160 24 136 2 0
BSNL
% 100.0% 98.8% 14.8% 84.0% 1.2% 0.0%
Count 209 206 61 145 3 0
Vodafone
% 100.0% 98.6% 29.2% 69.4% 1.4% 0.0%
Count 219 215 59 156 4 0
Idea
% 100.0% 98.2% 26.9% 71.2% 1.8% 0.0%
Count 159 158 32 126 1 0
Reliance
% 100.0% 99.4% 20.1% 79.2% 0.6% 0.0%
Count 305 302 96 206 3 0
TTML
% 100.0% 99.0% 31.5% 67.5% 1.0% 0.0%
Count 1,269 1,252 333 919 17 0
Overall
% 100.0% 98.7% 26.2% 72.4% 1.3% 0.0%

(A+B) (A)
Count 114 103 16 87 8 3
Airtel
% 100.0% 90.4% 14.0% 76.3% 7.0% 2.6%
Count 215 211 15 196 3 1
BSNL
% 100.0% 98.1% 7.0% 91.2% 1.4% 0.5%
Count 133 118 33 85 11 4
Vodafone
% 100.0% 88.7% 24.8% 63.9% 8.3% 3.0%
Count 98 89 15 74 7 2
Idea
% 100.0% 90.8% 15.3% 75.5% 7.1% 2.0%
Count 36 34 5 29 1 1
Reliance
% 100.0% 94.4% 13.9% 80.6% 2.8% 2.8%
Count 77 59 3 56 18 0
TTML
% 100.0% 76.6% 3.9% 72.7% 23.4% 0.0%
Count 673 614 87 527 48 11
Overall
% 100.0% 91.2% 12.9% 78.3% 7.1% 1.6%
164
________________________________________________________________________
B. Billing Process - Prepaid Customers
B.1 (Q 5a) How satisfied are you with the accuracy of charges i.e. amount deducted on every
usage?

(A+B) (A)
Count 762 741 108 633 21 0
Airtel
% 100.0% 97.2% 14.2% 83.1% 2.8% 0.0%
Count 927 903 98 805 23 1
BSNL
% 100.0% 97.4% 10.6% 86.8% 2.5% 0.1%
Count 672 639 120 519 31 2
Vodafone
% 100.0% 95.1% 17.9% 77.2% 4.6% 0.3%
Count 807 787 146 641 19 1
Idea
% 100.0% 97.5% 18.1% 79.4% 2.4% 0.1%
Count 898 824 107 717 63 11
Reliance
% 100.0% 91.8% 11.9% 79.8% 7.0% 1.2%
Count 593 581 31 550 12 0
TTML
% 100.0% 98.0% 5.2% 92.7% 2.0% 0.0%
Count 4,659 4,475 610 3,865 169 15
Overall
% 100.0% 96.1% 13.1% 83.0% 3.6% 0.3%
Service Charged
Charges not Tariff plan Charged for
Providers for
as per tariff changed value added
call/servi Others Base
plan without services not
ces not
subscribed information requested
made
Count 2 0 6 4 9 21
Airtel
% 9.5% 0.0% 28.6% 19.0% 42.9%
Count 2 0 9 7 6 24
BSNL
% 8.3% 0.0% 37.5% 29.2% 25.0%
Count 6 7 11 4 5 33
Vodafone
% 18.2% 21.2% 33.3% 12.1% 15.2%
Count 3 3 6 6 6 20
Idea
% 15.0% 15.0% 30.0% 30.0% 30.0%
Count 4 5 33 14 18 74
Reliance
% 5.4% 6.8% 44.6% 18.9% 24.3
Count 1 1 1 1 8 12
TTML
% 8.3% 8.3% 8.3% 8.3% 66.7%
Count 18 16 66 36 52 184
Overall
% 9.8% 8.7% 35.9% 19.6% 28.3%
165
________________________________________________________________________
C. Billing Process - Postpaid Customers
C.1. (Q 6) How satisfied are you with the timely delivery of bills?

(A+B) (A)
Count 306 277 67 210 26 3
Airtel
% 100.0% 90.5% 21.9% 68.6% 8.5% 1.0%
Count 193 180 21 159 12 1
BSNL
% 100.0% 93.3% 10.9% 82.4% 6.2% 0.5%
Count 421 403 171 232 13 5
Vodafone
% 100.0% 95.7% 40.6% 55.1% 3.1% 1.2%
Count 291 268 23 245 22 1
Idea
% 100.0% 92.1% 7.9% 84.2% 7.6% 0.3%
Count 180 152 12 140 22 6
Reliance
% 100.0% 84.4% 6.7% 77.8% 12.2% 3.3%
Count 514 490 180 310 21 3
TTML
% 100.0% 95.3% 35.0% 60.3% 4.1% 0.6%
Count 1,905 1,770 474 1,296 116 19
Overall
% 100.0% 92.9% 24.9% 68.0% 6.1% 1.0%
C.2. (Q 7a) How satisfied are you with the accuracy of the bills?
Service Total Very

Satisfied Very
Providers Base Satisfied Satisfied Dissatisfied
(B) Dissatisfied
(A+B) (A)
Count 306 275 64 211 31 0
Airtel
% 100.0% 89.9% 20.9% 69.0% 10.1% 0.0%
Count 193 184 31 153 8 1
BSNL
% 100.0% 95.3% 16.1% 79.3% 4.1% 0.5%
Count 421 373 133 240 39 9
Vodafone
% 100.0% 88.6% 31.6% 57.0% 9.3% 2.1%
Count 291 260 19 241 30 1
Idea
% 100.0% 89.3% 6.5% 82.8% 10.3% 0.3%
Count 180 159 7 152 19 2
Reliance
% 100.0% 88.3% 3.9% 84.4% 10.6% 1.1%
Count 514 488 164 324 24 2
TTML
% 100.0% 94.9% 31.9% 63.0% 4.7% 0.4%
Count 1,905 1,739 418 1,321 151 15
Overall
% 100.0% 91.3% 21.9% 69.3% 7.9% 0.8%
166
________________________________________________________________________
C.3. (Q 7b) Please specify the reason(s) for your dissatisfaction.
Service Charged
Providers Charges not Tariff plan for value
Charged for
as per tariff changed added
call/services Others Base
plan without services
not made
subscribed information not
requested
Count 0 1 17 10 3 31
Airtel
% 0.0% 3.2% 54.8% 32.3% 9.7%
Count 2 1 5 1 0 9
BSNL
% 22.2% 11.1% 55.6% 11.1% 0.0%
Count 6 2 20 13 8 48
Vodafone
% 12.5% 4.2% 41.7% 27.1% 16.7%
Count 4 0 9 14 4 31
Idea
% 12.9% 0.0% 29.0% 45.2% 12.9%
Count 0 3 11 6 1 21
Reliance
% 0.0% 14.3% 52.4% 28.6% 4.8%
Count 3 1 9 13 0 26
TTML
% 11.5% 3.8% 34.6% 50.0% 0.0%
Count 15 8 71 57 16 166
Overall
% 9.0% 4.8% 42.8% 34.3% 9.6%
C.4. (Q 8) Have you made any billing related complaints in last 12 months?
Service
Yes No Base
Providers
Count 65 241 306
Airtel
% 21.2% 78.8% 100.0%
Count 4 189 193
BSNL
% 2.1% 97.9% 100.0%
Count 61 360 421
Vodafone
% 14.5% 85.5% 100.0%
Count 37 254 291
Idea
% 12.7% 87.3% 100.0%
Count 29 151 180
Reliance
% 16.1% 83.9% 100.0%
Count 52 462 514
TTML
% 10.1% 89.9% 100.0%
Count 248 1,657 1,905
Overall
% 13.0% 87.0% 100.0%
167
________________________________________________________________________
C.5. (Q 9) How satisfied are you with the process of resolution of billing complaints?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 65 33 3 30 26 6
Airtel
% 100.0% 50.8% 4.6% 46.2% 40.0% 9.2%
Count 4 2 0 2 2 0
BSNL
% 100.0% 50.0% 0.0% 50.0% 50.0% 0.0%
Count 61 22 7 15 29 10
Vodafone
% 100.0% 36.1% 11.5% 24.6% 47.5% 16.4%
Count 37 13 2 11 21 3
Idea
% 100.0% 35.1% 5.4% 29.7% 56.8% 8.1%
Count 29 5 0 5 12 12
Reliance
% 100.0% 17.2% 0.0% 17.2% 41.4% 41.4%
Count 52 31 9 22 17 4
TTML
% 100.0% 59.6% 17.3% 42.3% 32.7% 7.7%
Count 248 106 21 85 107 35
Overall
% 100.0% 42.7% 8.5% 34.3% 43.1% 14.1%
C.6. (Q 10a) How satisfied are you with the clarity of the bills issued by your service provider in
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 306 302 75 227 4 0
Airtel
% 100.0% 98.7% 24.5% 74.2% 1.3% 0.0%
Count 193 183 20 163 10 0
BSNL
% 100.0% 94.8% 10.4% 84.5% 5.2% 0.0%
Count 421 412 125 287 8 1
Vodafone
% 100.0% 97.9% 29.7% 68.2% 1.9% 0.2%
Count 291 282 17 265 9 0
Idea
% 100.0% 96.9% 5.8% 91.1% 3.1% 0.0%
Count 180 174 6 168 4 2
Reliance
% 100.0% 96.7% 3.3% 93.3% 2.2% 1.1%
Count 514 507 148 359 7 0
TTML
% 100.0% 98.6% 28.8% 69.8% 1.4% 0.0%
Count 1,905 1,860 391 1,469 42 3
Overall
% 100.0% 97.6% 20.5% 77.1% 2.2% 0.2%
168
________________________________________________________________________
Service Difficult to Difficult to Calculation Item wise Others Base

Providers read the bill understand s not clear charges
the like total
language minutes of
usage of
local, STD,
ISD calls
and
charges
thereon not
given
Count 1 0 3 0 0 4
Airtel
% 25.0% 0.0% 75.0% 0.0% 0.0%
Count 0 0 9 1 0 10
BSNL
% 0.0% 0.0% 90.0% 10.0% 0.0%
Count 0 1 4 4 0 9
Vodafone
% 0.0% 11.1% 44.4% 44.4% 0.0%
Count 0 0 7 2 0 9
Idea
% 0.0% 0.0% 77.8% 22.2% 0.0%
Count 0 0 4 2 0 6
Reliance
% 0.0% 0.0% 66.7% 33.3% 0.0%
Count 0 0 6 1 0 7
TTML
% 0.0% 0.0% 85.7% 14.3% 0.0%
Count 1 1 33 10 0 45
Overall
% 2.2% 2.2% 73.3% 22.2% 0.0%
169
________________________________________________________________________
D. Help Services/ Customer Care
D.1. (Q 11) Did you complain or make a query in the last 12 months to the customer care/
Service
Yes No Base
Providers
Count 557 511 1,068
Airtel
% 52.2% 47.8% 100.0%
Count 341 779 1,120
BSNL
% 30.4% 69.6% 100.0%
Count 525 568 1,093
Vodafone
% 48.0% 52.0% 100.0%
Count 501 597 1,098
Idea
% 45.6% 54.4% 100.0%
Count 587 491 1,078
Reliance
% 54.5% 45.5% 100.0%
Count 484 623 1,107
TTML
% 43.7% 56.3% 100.0%
Count 2,995 3,569 6,564
Overall
% 45.6% 54.4% 100.0%
D.2. (Q 12) How satisfied are you with the ease of access of call centre/customer care or
helpline?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 557 460 38 422 88 9
Airtel
% 100.0% 82.6% 6.8% 75.8% 15.8% 1.6%
Count 341 272 17 255 67 2
BSNL
% 100.0% 79.8% 5.0% 74.8% 19.6% 0.6%
Count 525 393 74 319 114 18
Vodafone
% 100.0% 74.9% 14.1% 60.8% 21.7% 3.4%
Count 501 419 93 326 78 4
Idea
% 100.0% 83.6% 18.6% 65.1% 15.6% 0.8%
Count 587 453 70 383 120 14
Reliance
% 100.0% 77.2% 11.9% 65.2% 20.4% 2.4%
Count 484 429 62 367 53 2
TTML
% 100.0% 88.6% 12.8% 75.8% 11.0% 0.4%
Count 2,995 2,426 354 2,072 520 49
Overall
% 100.0% 81.0% 11.8% 69.2% 17.4% 1.6%
170
________________________________________________________________________
D.3. (Q 13) How satisfied are you with the response time taken to answer your call by a
customer care executive?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 557 483 49 434 65 9
Airtel
% 100.0% 86.7% 8.8% 77.9% 11.7% 1.6%
Count 341 275 19 256 64 2
BSNL
% 100.0% 80.6% 5.6% 75.1% 18.8% 0.6%
Count 525 433 88 345 76 16
Vodafone
% 100.0% 82.5% 16.8% 65.7% 14.5% 3.0%
Count 501 425 83 342 72 4
Idea
% 100.0% 84.8% 16.6% 68.3% 14.4% 0.8%
Count 587 481 52 429 94 12
Reliance
% 100.0% 81.9% 8.9% 73.1% 16.0% 2.0%
Count 484 434 67 367 41 9
TTML
% 100.0% 89.7% 13.8% 75.8% 8.5% 1.9%
Count 2,995 2,531 358 2,173 412 52
Overall
% 100.0% 84.5% 12.0% 72.6% 13.8% 1.7%
D.4. (Q 14) How satisfied are you with the problem solving ability of the customer care
executive(s)?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 557 449 67 382 102 6
Airtel
% 100.0% 80.6% 12.0% 68.6% 18.3% 1.1%
Count 341 262 26 236 75 4
BSNL
% 100.0% 76.8% 7.6% 69.2% 22.0% 1.2%
Count 525 415 108 307 95 15
Vodafone
% 100.0% 79.0% 20.6% 58.5% 18.1% 2.9%
Count 501 422 74 348 73 6
Idea
% 100.0% 84.2% 14.8% 69.5% 14.6% 1.2%
Count 587 443 86 357 132 12
Reliance
% 100.0% 75.5% 14.7% 60.8% 22.5% 2.0%
Count 484 415 72 343 60 9
TTML
% 100.0% 85.7% 14.9% 70.9% 12.4% 1.9%
Count 2,995 2,406 433 1,973 537 52
Overall
% 100.0% 80.3% 14.5% 65.9% 17.9% 1.7%
171
________________________________________________________________________
D. 5 (Q 15) How satisfied are you with the time taken by call centre/customer care /helpline to
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 557 452 70 382 98 7
Airtel
% 100.0% 81.1% 12.6% 68.6% 17.6% 1.3%
Count 341 258 26 232 79 4
BSNL
% 100.0% 75.7% 7.6% 68.0% 23.2% 1.2%
Count 525 415 98 317 93 17
Vodafone
% 100.0% 79.0% 18.7% 60.4% 17.7% 3.2%
Count 501 423 71 352 70 8
Idea
% 100.0% 84.4% 14.2% 70.3% 14.0% 1.6%
Count 587 446 75 371 130 11
Reliance
% 100.0% 76.0% 12.8% 63.2% 22.1% 1.9%
Count 484 412 66 346 66 6
TTML
% 100.0% 85.1% 13.6% 71.5% 13.6% 1.2%
Count 2,995 2,406 406 2,000 536 53
Overall
% 100.0% 80.3% 13.6% 66.8% 17.9% 1.8%
172
________________________________________________________________________
E. Network Performance, Reliability and Availability
E.1. (Q 16) How satisfied are you with the availability of signal of your service provider in your
locality?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 1,068 870 114 756 188 10
Airtel
% 100.0% 81.5% 10.7% 70.8% 17.6% 0.9%
Count 1,120 772 113 659 334 14
BSNL
% 100.0% 68.9% 10.1% 58.8% 29.8% 1.3%
Count 1,093 1,004 254 750 80 9
Vodafone
% 100.0% 91.9% 23.2% 68.6% 7.3% 0.8%
Count 1,098 989 195 794 104 5
Idea
% 100.0% 90.1% 17.8% 72.3% 9.5% 0.5%
Count 1,078 959 137 822 111 8
Reliance
% 100.0% 89.0% 12.7% 76.3% 10.3% 0.7%
Count 1,107 1,007 183 824 99 1
TTML
% 100.0% 91.0% 16.5% 74.4% 8.9% 0.1%
Count 6,564 5,601 996 4,605 916 47
Overall
% 100.0% 85.3% 15.2% 70.2% 14.0% 0.7%
E.2 (Q 17) How satisfied are you with the ability to make or receive calls easily?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 1,068 940 104 836 121 7
Airtel
% 100.0% 88.0% 9.7% 78.3% 11.3% 0.7%
Count 1,120 870 88 782 236 14
BSNL
% 100.0% 77.7% 7.9% 69.8% 21.1% 1.3%
Count 1,093 1,028 203 825 61 4
Vodafone
% 100.0% 94.1% 18.6% 75.5% 5.6% 0.4%
Count 1,098 1,003 183 820 87 8
Idea
% 100.0% 91.3% 16.7% 74.7% 7.9% 0.7%
Count 1,078 1,011 147 864 62 5
Reliance
% 100.0% 93.8% 13.6% 80.1% 5.8% 0.5%
Count 1,107 1,040 181 859 64 3
TTML
% 100.0% 93.9% 16.4% 77.6% 5.8% 0.3%
Count 6,564 5,892 906 4,986 631 41
Overall
% 100.0% 89.8% 13.8% 76.0% 9.6% 0.6%
173
________________________________________________________________________
E.3. (Q 18) How often does your call drops during conversation?
Service Very
Never Occasionally Frequently Base
Providers Frequently
Count 368 607 84 9 1068
Airtel
% 34.5% 56.8% 7.9% 0.8% 100.0%
Count 238 645 218 19 1120
BSNL
% 21.3% 57.6% 19.5% 1.7% 100.0%
Count 457 564 63 9 1093
Vodafone
% 41.8% 51.6% 5.8% 0.8% 100.0%
Count 477 537 79 5 1098
Idea
% 43.4% 48.9% 7.2% 0.5% 100.0%
Count 453 575 46 4 1078
Reliance
% 42.0% 53.3% 4.3% 0.4% 100.0%
Count 501 523 80 3 1107
TTML
% 45.3% 47.2% 7.2% 0.3% 100.0%
Count 2494 3451 570 49 6564
Overall
% 38.0% 52.6% 8.7% 0.7% 100.0%
E.4. (Q 19) How satisfied are you with the voice quality?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 1,068 933 128 805 131 4
Airtel
% 100.0% 87.4% 12.0% 75.4% 12.3% 0.4%
Count 1,120 849 88 761 260 11
BSNL
% 100.0% 75.8% 7.9% 67.9% 23.2% 1.0%
Count 1,093 1,006 204 802 82 5
Vodafone
% 100.0% 92.0% 18.7% 73.4% 7.5% 0.5%
Count 1,098 1,015 187 828 81 2
Idea
% 100.0% 92.4% 17.0% 75.4% 7.4% 0.2%
Count 1,078 1,015 159 856 57 6
Reliance
% 100.0% 94.2% 14.7% 79.4% 5.3% 0.6%
Count 1,107 1,017 146 871 86 4
TTML
% 100.0% 91.9% 13.2% 78.7% 7.8% 0.4%
Count 6,564 5,835 912 4,923 697 32
Overall
% 100.0% 88.9% 13.9% 75.0% 10.6% 0.5%
174
________________________________________________________________________
F. Maintainability
F.1. (Q 20) How often your mobile/ fixed wireless handset faces problem of signal?
Service Very
Never Occasionally Frequently Base
Count 438 542 85 3 1,068
Airtel
% 41.0% 50.7% 8.0% 0.3% 100.0%
Count 296 616 200 8 1,120
BSNL
% 26.4% 55.0% 17.9% 0.7% 100.0%
Count 523 520 45 5 1,093
Vodafone
% 47.8% 47.6% 4.1% 0.5% 100.0%
Count 504 520 70 4 1,098
Idea
% 45.9% 47.4% 6.4% 0.4% 100.0%
Count 494 542 41 1 1,078
Reliance
% 45.8% 50.3% 3.8% 0.1% 100.0%
Count 460 601 43 3 1,107
TTML
% 41.6% 54.3% 3.9% 0.3% 100.0%
Count 2,715 3,341 484 24 6,564
Overall
% 41.4% 50.9% 7.4% 0.4% 100.0%
F.2. (Q 21) How satisfied are you with the availability of network (signal)?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 1,068 918 154 764 144 6
Airtel
% 100.0% 86.0% 14.4% 71.5% 13.5% 0.6%
Count 1,120 859 112 747 248 13
BSNL
% 100.0% 76.7% 10.0% 66.7% 22.1% 1.2%
Count 1,093 1,035 253 782 54 4
Vodafone
% 100.0% 94.7% 23.1% 71.5% 4.9% 0.4%
Count 1,098 1,001 219 782 93 4
Idea
% 100.0% 91.2% 19.9% 71.2% 8.5% 0.4%
Count 1,078 1,015 167 848 57 6
Reliance
% 100.0% 94.2% 15.5% 78.7% 5.3% 0.6%
Count 1,107 1,036 207 829 69 2
TTML
% 100.0% 93.6% 18.7% 74.9% 6.2% 0.2%
Count 6,564 5,864 1,112 4,752 665 35
Overall
% 100.0% 89.3% 16.9% 72.4% 10.1% 0.5%
175
________________________________________________________________________
F.3. (Q 22) Are you satisfied with the restoration of network (signal) problems?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 1,068 916 119 797 147 5
Airtel
% 100.0% 85.8% 11.1% 74.6% 13.8% 0.5%
Count 1,120 883 95 788 226 11
BSNL
% 100.0% 78.8% 8.5% 70.4% 20.2% 1.0%
Count 1,093 1,033 189 844 56 4
Vodafone
% 100.0% 94.5% 17.3% 77.2% 5.1% 0.4%
Count 1,098 995 177 818 97 6
Idea
% 100.0% 90.6% 16.1% 74.5% 8.8% 0.5%
Count 1,078 1,013 139 874 61 4
Reliance
% 100.0% 94.0% 12.9% 81.1% 5.7% 0.4%
Count 1,107 1,048 135 913 58 1
TTML
% 100.0% 94.7% 12.2% 82.5% 5.2% 0.1%
Count 6,564 5,888 854 5,034 645 31
Overall
% 100.0% 89.7% 13.0% 76.7% 9.8% 0.5%
176
________________________________________________________________________
G. Supplementary Service/ Value Added Services
G.1. (Q 23) Do you use value added services like roaming, ring tone, GPRS, e-mail, voice mail
or any other such services.
Service
Yes No Base
Providers
Count 329 739 1,068
Airtel
% 30.8% 69.2% 100.0%
Count 254 866 1,120
BSNL
% 22.7% 77.3% 100.0%
Count 436 657 1,093
Vodafone
% 39.9% 60.1% 100.0%
Count 334 764 1,098
Idea
% 30.4% 69.6% 100.0%
Count 246 832 1,078
Reliance
% 22.8% 77.2% 100.0%
Count 226 881 1,107
TTML
% 20.4% 79.6% 100.0%
Count 1,825 4,739 6,564
Overall
% 27.8% 72.2% 100.0%
G.2. (Q 24) Did the service provider have your explicit consent before providing the chargeable
value added service such as ring tone, e-mail/GPRS, voice mail etc.
Service
Yes No Base
Providers
Count 320 9 329
Airtel
% 97.3% 2.7% 100.0%
Count 241 13 254
BSNL
% 94.9% 5.1% 100.0%
Count 415 21 436
Vodafone
% 95.2% 4.8% 100.0%
Count 315 19 334
Idea
% 94.3% 5.7% 100.0%
Count 205 41 246
Reliance
% 83.3% 16.7% 100.0%
Count 223 3 226
TTML
% 98.7% 1.3% 100.0%
Count 1,719 106 1,825
Overall
% 94.2% 5.8% 100.0%
177
________________________________________________________________________
G.3. (Q 25) How satisfied are you with the quality of the supplementary / value added services
provided?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 329 318 79 239 11 0
Airtel
% 100.0% 96.7% 24.0% 72.6% 3.3% 0.0%
Count 254 244 6 238 6 4
BSNL
% 100.0% 96.1% 2.4% 93.7% 2.4% 1.6%
Count 436 420 190 230 14 2
Vodafone
% 100.0% 96.3% 43.6% 52.8% 3.2% 0.5%
Count 334 321 56 265 12 1
Idea
% 100.0% 96.1% 16.8% 79.3% 3.6% 0.3%
Count 246 227 21 206 12 7
Reliance
% 100.0% 92.3% 8.5% 83.7% 4.9% 2.8%
Count 226 217 77 140 9 0
TTML
% 100.0% 96.0% 34.1% 61.9% 4.0% 0.0%
Count 1,825 1,747 429 1,318 64 14
Overall
% 100.0% 95.7% 23.5% 72.2% 3.5% 0.8%
178
________________________________________________________________________
H. Overall Customer Satisfaction
H.1. (Q 26a) How satisfied are you with the overall quality of your mobile/ fixed wireless
service?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 1,068 835 99 736 220 13
Airtel
% 100.0% 78.2% 9.3% 68.9% 20.6% 1.2%
Count 1,120 848 101 747 257 15
BSNL
% 100.0% 75.7% 9.0% 66.7% 22.9% 1.3%
Count 1,093 938 142 796 127 28
Vodafone
% 100.0% 85.8% 13.0% 72.8% 11.6% 2.6%
Count 1,098 964 183 781 128 6
Idea
% 100.0% 87.8% 16.7% 71.1% 11.7% 0.5%
Count 1,078 906 118 788 159 13
Reliance
% 100.0% 84.0% 10.9% 73.1% 14.7% 1.2%
Count 1,107 1,011 103 908 91 5
TTML
% 100.0% 91.3% 9.3% 82.0% 8.2% 0.5%
Count 6,564 5,502 746 4,756 982 80
Overall
% 100.0% 83.8% 11.4% 72.5% 15.0% 1.2%
179
________________________________________________________________________
I. General Information
I.1. (Q 27) 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
Yes No Base
Providers
Count 52 1,016 1,068
Airtel
% 4.9% 95.1% 100.0%
Count 51 1,069 1,120
BSNL
% 4.6% 95.4% 100.0%
Count 27 1,066 1,093
Vodafone
% 2.5% 97.5% 100.0%
Count 60 1,038 1,098
Idea
% 5.5% 94.5% 100.0%
Count 13 1,065 1,078
Reliance
% 1.2% 98.8% 100.0%
Count 93 1,014 1,107
TTML
% 8.4% 91.6% 100.0%
Count 296 6,268 6,564
Overall
% 4.5% 95.5% 100.0%
I.2. (Q 28) Have you terminated your Mobile/ Fixed Wireless Phone connection in the last 12
months?
Service
Yes No Base
Providers
Count 32 1,036 1,068
Airtel
% 3.0% 97.0% 100.0%
Count 6 1,114 1,120
BSNL
% 0.5% 99.5% 100.0%
Count 11 1,082 1,093
Vodafone
% 1.0% 99.0% 100.0%
Count 25 1,073 1,098
Idea
% 2.3% 97.7% 100.0%
Count 33 1,045 1,078
Reliance
% 3.1% 96.9% 100.0%
Count 43 1,064 1,107
TTML
% 3.9% 96.1% 100.0%
Count 150 6,414 6,564
Overall
% 2.3% 97.7% 100.0%
I.3. (Q 29) If Yes, please name your previous service provider?

180
________________________________________________________________________
Service
Airtel Vodafone Idea BSNL Reliance TTML Base
Providers
Count 10 10 3 1 6 2 32
Airtel
% 31.3% 31.3% 9.4% 3.1% 18.8% 6.3% 100.0%
Count 0 0 3 1 2 0 6
BSNL
% 0.0% 0.0% 50.0% 16.7% 33.3% 0.0% 100.0%
Count 6 1 1 1 1 1 11
Vodafone
% 54.5% 9.1% 9.1% 9.1% 9.1% 9.1% 100.0%
Count 10 3 4 5 2 1 25
Idea
% 40.0% 12.0% 16.0% 20.0% 8.0% 4.0% 100.0%
Count 10 8 6 4 4 1 33
Reliance
% 30.3% 24.2% 18.2% 12.1% 12.1% 3.0% 100.0%
Count 17 5 6 7 1 7 43
TTML
% 39.5% 11.6% 14.0% 16.3% 2.3% 16.3% 100.0%
Count 53 27 23 19 16 12 150
Overall
% 35.3% 18.0% 15.3% 12.7% 10.7% 8.0% 100.0%
I.4. (Q 30) How many days were taken by previous service provider for termination of your
Mobile/ fixed wireless Phone connection?
Service More than 7

Providers days
Count 10 9 9 4 32
Airtel
% 31.3% 28.1% 28.1% 12.5% 100.0%
Count 1 3 2 0 6
BSNL
% 16.7% 50.0% 33.3% 0.0% 100.0%
Count 5 4 1 1 11
Vodafone
% 45.5% 36.4% 9.1% 9.1% 100.0%
Count 8 10 4 3 25
Idea
% 32.0% 40.0% 16.0% 12.0% 100.0%
Count 5 7 18 3 33
Reliance
% 15.2% 21.2% 54.5% 9.1% 100.0%
Count 31 1 6 5 43
TTML
% 72.1% 2.3% 14.0% 11.6% 100.0%
Count 60 34 40 16 150
Overall
% 40.0% 22.7% 26.7% 10.7% 100.0%
I.5. (Q31) Did your service provider adjust your security deposit in the bill raised after you
requested for termination?
181
________________________________________________________________________
Service
Yes No Base
Providers
Count 12 20 32
Airtel
% 37.5% 62.5% 100.0%
Count 0 6 6
BSNL
% 0.0% 100.0% 100.0%
Count 3 8 11
Vodafone
% 27.3% 72.7% 100.0%
Count 6 19 25
Idea
% 24.0% 76.0% 100.0%
Count 1 32 33
Reliance
% 3.0% 97.0% 100.0%
Count 2 41 43
TTML
% 4.7% 95.3% 100.0%
Count 24 126 150
Overall
% 16.0% 84.0% 100.0%
182
________________________________________________________________________
I.6. (Q 32) Have you registered your telephone number for Do Not Call (DNC) registry with
your service provider so that you do not receive unsolicited commercial calls /SMS.
Service Do not mind

Providers Yes No receiving such Base
calls/SMS
Count 14 757 297 1,068
Airtel
% 1.3% 70.9% 27.8% 100.0%
Count 8 1,035 77 1,120
BSNL
% 0.7% 92.4% 6.9% 100.0%
Count 14 814 265 1,093
Vodafone
% 1.3% 74.5% 24.2% 100.0%
Count 27 911 160 1,098
Idea
% 2.5% 83.0% 14.6% 100.0%
Count 17 913 148 1,078
Reliance
% 1.6% 84.7% 13.7% 100.0%
Count 21 927 159 1,107
TTML
% 1.9% 83.7% 14.4% 100.0%
Count 101 5,357 1,106 6,564
Overall
% 1.5% 81.6% 16.8% 100.0%
I.7. (Q 33) Do you still receive unsolicited commercial calls/SMS and whether there is any
change in the frequency of such calls /SMS.
Service Stopped Considerable Slight Continued

Providers Base
Receiving Decrease Decrease Receiving
Count 12 0 0 2 14
Airtel
% 85.7% 0.0% 0.0% 14.3% 100.0%
Count 5 0 3 0 8
BSNL
% 62.5% 0.0% 37.5% 0.0% 100.0%
Count 1 0 6 7 14
Vodafone
% 7.1% 0.0% 42.9% 50.0% 100.0%
Count 6 1 15 5 27
Idea
% 22.2% 3.7% 55.6% 18.5% 100.0%
Count 8 3 2 4 17
Reliance
% 47.1% 17.6% 11.8% 23.5% 100.0%
Count 6 3 5 7 21
TTML
% 28.6% 14.3% 23.8% 33.3% 100.0%
Count 38 7 31 25 101
Overall
% 37.6% 6.9% 30.7% 24.8% 100.0%
183
________________________________________________________________________
H.8. (Q 33a) Have you made any compliant to your service provider on getting such unsolicited
calls/ SMS after registering for National Do Not Call (NDNC) Registry.
Service
Yes No Base
Providers
Count 1 1 2
Airtel
% 50.0% 50.0% 100.0%
Count 0 3 3
BSNL
% 0.0% 100.0% 100.0%
Count 0 13 13
Vodafone
% 0.0% 100.0% 100.0%
Count 6 15 21
Idea
% 28.6% 71.4% 100.0%
Reliance Count 2 7 9
% 22.2% 77.8% 100.0%
Count 4 11 15
TTML
% 26.7% 73.3% 100.0%
Count 13 50 63
Overall
% 20.6% 79.4% 100.0%
184
________________________________________________________________________
H.9. (Q 33b) Complaint registration with the service provider.
Customer who
registered the
telephone numbers
Service Complaint was Refused to register
of the companies Base
Providers registered the complaint
from where
unsolicited calls/
SMS came
Count 0 1 0 1
Airtel
% 0.0% 100.0% 0.0% 100.0%
Count 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Vodafone
% 0.0% 0.0% 0.0% 0.0%
Count 3 1 2 6
Idea
% 50.0% 16.7% 33.3% 100.0%
Count 2 0 0 2
Reliance
% 100.0% 0.0% 0.0% 100.0%
Count 2 1 1 4
TTML
% 50.0% 25.0% 25.0% 100.0%
Count 7 3 3 13
Overall
% 53.8% 23.1% 23.1% 100.0%
185
________________________________________________________________________
J. Grievance Redressal Mechanism
J.1. (Q 34) Are you aware of the three stage grievance redressal mechanism set up by your
Service
Yes No Base
Providers
Count 204 864 1,068
Airtel
% 19.1% 80.9% 100.0%
Count 196 924 1,120
BSNL
% 17.5% 82.5% 100.0%
Count 101 992 1,093
Vodafone
% 9.2% 90.8% 100.0%
Count 161 937 1,098
Idea
% 14.7% 85.3% 100.0%
Count 112 966 1,078
Reliance
% 10.4% 89.6% 100.0%
Count 96 1,011 1,107
TTML
% 8.7% 91.3% 100.0%
Count 870 5,694 6,564
Overall
% 13.3% 86.7% 100.0%
J.2. (Q 35) Which all stages of the three stage mechanism process set up by your telecom service
Service Call Centre Nodal Appellate None of these Base

Count 938 122 0 8 1068
Airtel
% 87.8% 11.4% 0.0% 0.7% 100.0%
Count 919 149 1 51 1120
BSNL
% 82.1% 13.3% 0.1% 4.6% 100.0%
Count 998 95 0 0 1093
Vodafone
% 91.3% 8.7% 0.0% 0.0% 100.0%
Count 1001 89 0 8 1098
Idea
% 91.2% 8.1% 0.0% 0.7% 100.0%
Count 1003 75 0 0 1078
Reliance
% 93.0% 7.0% 0.0% 0.0% 100.0%
Count 1055 52 0 0 1107
TTML
% 95.3% 4.7% 0.0% 0.0% 100.0%
Count 5914 582 1 67 6564
Overall
% 90.1% 8.9% 0.0% 1.0% 100.0%
186
________________________________________________________________________
J.3. (Q 36) Have you made any complaint within last 6 months to the toll free Call
Centre/customer care/Helpline telephone number?
Service Yes No Base

Providers
Count 82 986 1,068
Airtel
% 7.7% 92.3% 100.0%
Count 37 1,083 1,120
BSNL
% 3.3% 96.7% 100.0%
Count 61 1,032 1,093
Vodafone
% 5.6% 94.4% 100.0%
Count 39 1,059 1,098
Idea
% 3.6% 96.4% 100.0%
Count 73 1,005 1,078
Reliance
% 6.8% 93.2% 100.0%
Count 29 1,078 1,107
TTML
% 2.6% 97.4% 100.0%
Count 321 6,243 6,564
Overall
% 4.9% 95.1% 100.0%
J.4 (Q 37) Redressal of grievances mechanism provide for allotting docket number to consumers

Count 50 24 8 82
Airtel
% 61.0% 29.3% 9.8% 100.0%
Count 20 17 0 37
BSNL
% 54.1% 45.9% 0.0% 100.0%
Count 44 13 4 61
Vodafone
% 72.1% 21.3% 6.6% 100.0%
Count 13 24 2 39
Idea
% 33.3% 61.5% 5.1% 100.0%
Count 44 26 3 73
Reliance
% 60.3% 35.6% 4.1% 100.0%
Count 20 6 3 29
TTML
% 69.0% 20.7% 10.3% 100.0%
Count 191 110 20 321
Overall
% 59.5% 34.3% 6.2% 100.0%
187
________________________________________________________________________
J.5. (Q 38) Did the Call Centre inform you about the action taken on your complaint?
Service Yes No Base

Providers
Count 57 25 82
Airtel
% 69.5% 30.5% 100.0%
Count 7 30 37
BSNL
% 18.9% 81.1% 100.0%
Count 45 16 61
Vodafone
% 73.8% 26.2% 100.0%
Count 13 26 39
Idea
% 33.3% 66.7% 100.0%
Count 20 53 73
Reliance
% 27.4% 72.6% 100.0%
Count 10 19 29
TTML
% 34.5% 65.5% 100.0%
Count 152 169 321
Overall
% 47.4% 52.6% 100.0%
J.6. (Q 39) How satisfied are you with the system of resolving of your complaints by call centre/

(A+B) (A) (B)
Count 82 66 16 50 15 1
Airtel
% 100.0% 80.5% 19.5% 61.0% 18.3% 1.2%
Count 37 20 0 20 17 0
BSNL
% 100.0% 54.1% 0.0% 54.1% 45.9% 0.0%
Count 61 45 8 37 12 4
Vodafone
% 100.0% 73.8% 13.1% 60.7% 19.7% 6.6%
Count 39 25 0 25 11 3
Idea
% 100.0% 64.1% 0.0% 64.1% 28.2% 7.7%
Count 73 54 2 52 12 7
Reliance
% 100.0% 74.0% 2.7% 71.2% 16.4% 9.6%
Count 29 21 5 16 8 0
TTML
% 100.0% 72.4% 17.2% 55.2% 27.6% 0.0%
Count 321 231 31 200 75 15
Overall
% 100.0% 72.0% 9.7% 62.3% 23.4% 4.7%
188
________________________________________________________________________
J.7. (Q 40) Please specify the reason(s) for your dissatisfaction.

Service connect to care care by call centre care
Providers call centre executive executive for redressal executive not
executive not polite/ not of unable to
courteous equipped complaints is understand
adequate
information
Count 2 16 2 2 1 0 16
Airtel
% 12.5% 100.0% 12.5% 12.5% 6.3% 0.0%
Count 3 17 0 1 2 0 17
BSNL
% 17.6% 100.0% 0.0% 5.9% 11.8% 0.0%
Count 0 16 1 0 2 0 16
Vodafone
% 0.0% 100.0% 6.3% 0.0% 12.5% 0.0%
Count 0 14 0 0 1 0 14
Idea
% 0.0% 100.0% 0.0% 0.0% 7.1% 0.0%
Count 3 20 4 3 1 0 19
Reliance
% 15.8% 100.0% 21.1% 15.8% 5.3% 0.0%
Count 0 8 0 1 0 0 8
TTML
% 0.0% 100.0% 0.0% 2.5% 0.0% 0.0%
Count 8 90 7 7 7 0 90
Overall
% 8.9% 100.0% 7.8% 7.8% 7.8% 0.0%
J.8. (Q 41) Was your billing complaint resolved satisfactorily by call centre/customer care within
Service Yes No Base

Providers
Count 23 59 82
Airtel
% 28.0% 72.0% 100.0%
Count 0 37 37
BSNL
% 0.0% 100.0% 100.0%
Count 10 51 61
Vodafone
% 16.4% 83.6% 100.0%
Count 4 35 39
Idea
% 10.3% 89.7% 100.0%
Count 1 72 73
Reliance
% 1.4% 98.6% 100.0%
Count 5 24 29
TTML
% 17.2% 82.8% 100.0%
Count 43 278 321
Overall
% 13.4% 86.6% 100.0%
189
________________________________________________________________________
J.9. (Q 42) Are you aware of the contact details of the Nodal Officer?
Service Yes No Base

Providers
Count 6 1,062 1,068
Airtel
% 0.6% 99.4% 100.0%
Count 3 1,117 1,120
BSNL
% 0.3% 99.7% 100.0%
Count 4 1,089 1,093
Vodafone
% 0.4% 99.6% 100.0%
Count 1 1,097 1,098
Idea
% 0.1% 99.9% 100.0%
Count 3 1,075 1,078
Reliance
% 0.3% 99.7% 100.0%
Count 8 1,099 1,107
TTML
% 0.7% 99.3% 100.0%
Count 25 6,539 6,564
Overall
% 0.4% 99.6% 100.0%
J.10. (Q 43) Have you ever made a complaint to the nodal officer regarding your complaints not
Service Yes No Base

Providers
Count 0 6 6
Airtel
% 0.0% 100.0% 100.0%
Count 0 3 3
BSNL
% 0.0% 100.0% 100.0%
Count 0 4 4
Vodafone
% 0.0% 100.0% 100.0%
Count 0 1 1
Idea
% 0.0% 100.0% 100.0%
Count 2 1 3
Reliance
% 66.7% 33.3% 100.0%
Count 0 8 8
TTML
% 0.0% 100.0% 100.0%
Count 2 23 25
Overall
% 8.0% 92.0% 100.0%
190
________________________________________________________________________
J.11. (Q 44) Can you approach your Nodal Officer easily?
Service Yes No Base

Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Vodafone
% 0.0% 0.0% 0.0%
Count 0 0 0
Idea
% 0.0% 0.0% 0.0%
Count 0 2 2
Reliance
% 0.0% 100.0% 100.0%
Count 0 0 0
TTML
% 0.0% 0.0% 0.0%
Count 0 2 2
Overall
% 0.0% 100.0% 100.0%
J.12 (Q 45) Did the Nodal Officer intimate you about the decision taken on your complaint?
Service Yes No Base

Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Vodafone
% 0.0% 0.0% 0.0%
Count 0 0 0
Idea
% 0.0% 0.0% 0.0%
Count 0 2 2
Reliance
% 0.0% 100.0% 100.0%
Count 0 0 0
TTML
% 0.0% 0.0% 0.0%
Count 0 2 2
Overall
% 0.0% 100.0% 100.0%
191
________________________________________________________________________
J.13. (Q 46) How satisfied are you with the redressal of the complaint by the Nodal Officer?

(A+B) (A) (B)
Count 0 0 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0
Vodafone
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0
Idea
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 2 2 0 2 0 0
Reliance
% 100.0% 100.0% 0.0% 100.0% 0.0% 0.0%
Count 0 0 0 0 0 0
TTML
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 2 2 0 2 0 0
Overall
% 100.0% 100.0% 0.0% 100.0% 0.0% 0.0%
Difficult to Nodal Nodal Time taken Nodal Others Base

Service connect to Officer not Officer not by Nodal Officer not
Providers the Nodal polite/ equipped Officer for unable to
Officer courteous with redressal of understand
adequate complaints is the problems
information too long
Count 0 0 0 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Vodafone
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Idea
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
TTML
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
192
________________________________________________________________________
J.15. (Q 48) Are you aware of the contact details of the appellate authority for filing of appeals
Service Yes No Base

Providers
Count 0 1,068 1,068
Airtel
% 0.0% 100.0% 100.0%
Count 0 1,120 1,120
BSNL
% 0.0% 100.0% 100.0%
Count 0 1,093 1,093
Vodafone
% 0.0% 100.0% 100.0%
Count 0 1,098 1,098
Idea
% 0.0% 100.0% 100.0%
Count 0 1,078 1,078
Reliance
% 0.0% 100.0% 100.0%
Count 1 1,106 1,107
TTML
% 0.1% 99.9% 100.0%
Count 1 6,563 6,564
Airtel
% 0.0% 100.0% 100.0%
J.16. (Q 49) Have you filed any appeal in the prescribed form in last 6 month?
Service Yes No Base

Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Vodafone
% 0.0% 0.0% 0.0%
Count 0 0 0
Idea
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 1 1
TTML
% 0.0% 100.0% 100.0%
Count 0 1 1
Airtel
% 0.0% 100.0% 100.0%
193
________________________________________________________________________
J.17. (Q 50) Did you receive any acknowledgement?
Service Yes No Base

Providers
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
Vodafone
% 0.0% 0.0% 0.0%
Count 0 0 0
Idea
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 1 1
TTML
% 0.0% 100.0% 100.0%
Count 0 1 1
Airtel
% 0.0% 100.0% 100.0%
J.18 (Q 51) Did the appellate authority take a decision upon your appeal within 3 months of
filing the appeal?
Service Yes No Appeal Filed Base

Providers only recently
Count 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Vodafone
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Idea
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
TTML
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Overall
% 0.0% 0.0% 0.0% 0.0%
194
________________________________________________________________________
General Information
J.19. (Q 52) Are you aware that a prepaid customer can get item-wise usage charge details, on
request?
Service Yes No Base

Providers
Count 15 747 762
Airtel
% 2.0% 98.0% 100.0%
Count 41 886 927
BSNL
% 4.4% 95.6% 100.0%
Count 20 652 672
Vodafone
% 3.0% 97.0% 100.0%
Count 56 751 807
Idea
% 6.9% 93.1% 100.0%
Count 23 875 898
Reliance
% 2.6% 97.4% 100.0%
Count 11 582 593
TTML
% 1.9% 98.1% 100.0%
Count 166 4,493 4,659
Overall
% 3.6% 96.4% 100.0%
J.20. (Q 53) Have you been denied of your request for item-wise usage charge details for your
Service Yes No Base

Providers
Count 9 4 13
Airtel
% 69.2% 30.8% 100.0%
Count 4 37 41
BSNL
% 9.8% 90.2% 100.0%
Count 11 9 20
Vodafone
% 55.0% 45.0% 100.0%
Count 16 39 55
Idea
% 29.1% 70.9% 100.0%
Count 10 13 23
Reliance
% 43.5% 56.5% 100.0%
Count 0 11 11
TTML
% 0.0% 100.0% 100.0%
Count 50 113 163
Overall
% 30.7% 69.3% 100.0%
195
________________________________________________________________________
J.21. (Q 54) What were the reason(s) for denying your request?
Service No reason given Technical Others Base

Providers problem
Count 2 12 1 15
Airtel
% 13.3% 80.0% 6.7% 100.0%
Count 1 40 0 41
BSNL
% 2.4% 97.6% 0.0% 100.0%
Count 4 14 2 20
Vodafone
% 20.0% 70.0% 10.0% 100.0%
Count 7 45 4 56
Idea
% 12.5% 80.4% 7.1% 100.0%
Count 3 16 4 23
Reliance
% 13.0% 69.6% 17.4% 100.0%
Count 0 11 0 11
TTML
% 0.0% 100.0% 0.0% 100.0%
Count 17 138 11 166
Overall
% 10.2% 83.1% 6.6% 100.0%
J.22 (Q 55) Have you been provided the Manual of Practice containing the terms and conditions
of service, grievance redressal mechanism etc. while taking the connection?
Service Yes No Base

Providers
Count 11 87 98
Airtel
% 11.2% 88.8% 100.0%
Count 10 95 105
BSNL
% 9.5% 90.5% 100.0%
Count 3 108 111
Vodafone
% 2.7% 97.3% 100.0%
Count 19 91 110
Idea
% 17.3% 82.7% 100.0%
Count 6 62 68
Reliance
% 8.8% 91.2% 100.0%
Count 98 88 186
TTML
% 52.7% 47.3% 100.0%
Count 147 531 678
Overall
% 21.7% 78.3% 100.0%
196
________________________________________________________________________
Annexure 3: Detailed Tables (Broadband Customers Survey)
A.1. (Q 1) After registration and payment of initial deposits by you within how many working
days did the broadband connection get activated?
Service Within 15 working days More than 15 days Base

Providers
Count 1,049 87 1,136
Hathway
% 92.3% 7.7% 100.0%
Count 759 315 1,074
BSNL
% 70.7% 29.3% 100.0%
Count 1,156 28 1,184
You
% 97.6% 2.4% 100.0%
Count 1,104 120 1,224
Tata
% 90.2% 9.8% 100.0%
Count 1,113 65 1,178
Sify
% 94.5% 5.5% 100.0%
Count 1,006 61 1,067
Airtel
% 94.3% 5.7% 100.0%
Count 925 144 1,069
Reliance
% 86.5% 13.5% 100.0%
Count 7,112 820 7,932
Overall
% 89.7% 10.3% 100.0%
A.2. (Q 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?

(A+B) (A)
Count 1,136 1,054 121 933 76 6
Hathway
% 100.0% 92.8% 10.7% 82.1% 6.7% 0.5%
Count 1,074 967 68 899 104 3
BSNL
% 100.0% 90.0% 6.3% 83.7% 9.7% 0.3%
Count 1,184 1,159 37 1,122 24 1
You
% 100.0% 97.9 3.1% 94.8% 2.0% 0.1%
Count 1,224 1,183 111 1,072 38 3
Tata
% 100.0% 97.9% 9.1% 87.6% 3.1% 0.2%
Count 1,178 1,133 75 1,058 38 7
Sify
% 100.0% 96.2% 6.4% 89.8% 3.2% 0.6%
Count 1,067 1,048 44 1,004 19 0
Airtel
% 100.0% 98.2% 4.1% 94.1% 1.8% 0.0%
Count 1,069 986 39 947 66 17
Reliance
% 100.0% 92.2% 3.6% 88.6% 6.2% 1.6%
Count 7,932 7,530 495 7,035 365 37
Overall
% 100.0% 94.9% 6.2% 88.7% 4.6% 0.5%
197
________________________________________________________________________

(A+B) (A)
Count 155 152 77 75 3 0
Hathway
% 100.0% 97.8% 49.4% 48.4% 1.9% 0.0%
Count 174 166 40 126 8 0
BSNL
% 100.0% 95.4% 23.0% 72.4% 4.6% 0.0%
Count 70 43 8 35 23 4
You
% 100.0% 61.4% 11.4% 50.0% 32.9% 5.7%
Count 102 67 3 64 28 7
Tata
% 100.0% 65.6% 2.9% 62.7% 27.5% 6.9%
Count 68 64 8 56 4 0
Sify
% 100.0% 94.2% 11.8% 82.4% 5.9% 0.0%
Count 80 55 0 55 23 2
Airtel
% 100.0% 68.8% 0.0% 68.8% 28.8 2.5%
Count 84 50 6 44 29 5
Reliance
% 100.0% 59.5% 7.1% 52.4% 34.5% 6.0%
Count 733 597 142 455 118 18
Overall
% 100.0% 81.5% 19.4% 62.1% 16.1% 2.5%
198
________________________________________________________________________
B. Billing Process - Postpaid Customers
B.1. (Q 4) How satisfied are you with the timely delivery of bills?

(A+B) (A)
Count 274 253 35 218 18 3
Hathway
% 100.0% 92.4% 12.8% 79.6% 6.6% 1.1%
Count 1074 940 80 860 131 3
BSNL
% 100.0% 87.5% 7.4% 80.1% 12.2% 0.3%
Count 550 501 44 457 40 9
You
% 100.0% 91.1% 8.0% 83.1% 7.3% 1.6%
Count 746 701 23 678 38 7
Tata
% 100.0% 94.0% 3.1% 90.9% 5.1% 0.9%
Count 372 366 19 347 3 3
Sify
% 100.0% 98.4% 5.1% 93.3% 0.8% 0.8%
Count 1,036 1,001 48 953 32 3
Airtel
% 100.0% 96.6% 4.6% 92.0% 3.1% 0.3%
Count 982 889 28 861 83 10
Reliance
% 100.0% 90.6% 2.9% 87.7% 8.5% 1.0%
Count 5,034 4,651 277 4,374 345 38
Overall
% 100.0% 92.4% 5.5% 86.9% 6.9% 0.8%
B.2. (Q 5a) How satisfied are you with the accuracy of the bills?

(A+B) (A)
Count 274 266 31 235 8 0
Hathway
% 100.0% 97.10% 11.3% 85.8% 2.9% 0.0%
Count 1074 925 55 870 146 3
BSNL
% 100.0% 86.10% 5.1% 81.0% 13.6% 0.3%
Count 550 526 42 484 23 1
You
% 100.0% 95.60% 7.6% 88.0% 4.2% 0.2%
Count 746 732 25 707 13 1
Tata
% 100.0% 98.20% 3.4% 94.8% 1.7% 0.1%
Count 372 368 6 362 3 0
Sify
% 100.0% 98.90% 1.6% 97.3% 0.8% 0.0%
Count 1,036 1001 34 967 35 0
Airtel
% 100.0% 96.60% 3.3% 93.3% 3.4% 0.0%
Count 982 909 31 878 66 7
Reliance
% 100.0% 92.60% 3.2% 89.4% 6.7% 0.7%
Count 5,034 4,727 224 4,503 294 13
Overall
% 100.0% 95.90% 4.5% 91.4% 3.8% 0.3%
199
________________________________________________________________________
Service Charges not Tariff plan Charged Charged Others Base

Providers as per tariff changed for value for services
plan without added not made/
subscribed information services used
not
requested
Count 3 6 3 2 0 8
Hathway
% 37.5% 75.0% 37.5% 25.0% 0.0%
Count 5 145 1 3 0 149
BSNL
% 3.4% 97.3% 0.7% 2.0% 0.0%
Count 5 20 0 1 1 24
You
% 20.8% 83.3% 0.0% 4.2% 4.2%
Count 2 13 0 3 0 14
Tata
% 14.3% 92.9% 0.0% 21.4% 0.0%
Count 0 3 0 0 0 3
Sify
% 0.0% 100.0% 0.0% 0.0% 0.0%
Count 0 35 0 0 3 35
Airtel
% 0.0% 100.0% 0.0% 0.0% 8.6%
Count 13 60 1 8 2 74
Reliance
% 17.6% 81.1% 1.4% 10.8% 2.7%
Count 28 282 5 17 6 307
Overall
% 9.1% 91.5% 1.6% 5.5% 1.9%
B.4. (Q 6) Have you made any billing related complaints in last 12 months?
Service Yes No Base

Providers
Count 27 247 274
Hathway
% 9.9% 90.1% 100.0%
Count 45 1029 1074
BSNL
% 4.2% 95.8% 100.0%
Count 74 476 550
You
% 13.5% 86.5% 100.0%
Count 57 689 746
Tata
% 7.6% 92.4% 100.0%
Count 5 367 372
Sify
% 1.3% 98.7% 100.0%
Count 80 956 1,036
Airtel
% 7.7% 92.3% 100.0%
Count 146 836 982
Reliance
% 14.9% 85.1% 100.0%
Count 434 4,600 5,034
Overall
% 8.6% 91.4% 100.0%
200
________________________________________________________________________
B.4. (Q 7) How satisfied are you with the process of resolution of billing complaints?
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 27 9 0 9 14 4
Hathway
% 100.0% 33.3% 0.0% 33.3% 51.9% 14.8%
Count 45 17 0 17 27 1
BSNL
% 100.0% 37.8% 0.0% 37.8% 60.0% 2.2%
Count 74 20 1 19 45 9
You
% 100.0% 27.1% 1.4% 25.7% 60.8% 12.2%
Count 57 13 1 12 25 19
Tata
% 100.0% 22.9% 1.8% 21.1% 43.9% 33.3%
Count 5 2 0 2 3 0
Sify
% 100.0% 40.0% 0.0% 40.0% 60.0% 0.0%
Count 80 39 0 39 37 4
Airtel
% 100.0% 48.8% 0.0% 48.8% 46.3% 5.0%
Count 146 33 0 33 78 35
Reliance
% 100.0% 22.6% 0.0% 22.6% 53.4% 24.0%
Count 434 133 2 131 229 72
Overall
% 100.0% 30.7% 0.5% 30.2% 52.8% 16.6%
B.5. (Q 8a) How satisfied are you with the clarity of the bills issued by your service provider in
Service Total Very

Satisfied Very
(B) Dissatisfied
(A+B) (A)
Count 274 270 22 248 4 0
Hathway
% 100.0% 98.50% 8.0% 90.5% 1.5% 0.0%
Count 1074 945 52 893 128 1
BSNL
% 100.0% 87.90% 4.8% 83.1% 11.9% 0.1%
Count 550 543 37 506 6 1
You
% 100.0% 98.70% 6.7% 92.0% 1.1% 0.2%
Count 746 742 25 717 4 0
Tata
% 100.0% 99.50% 3.4% 96.1% 0.5% 0.0%
Count 372 368 8 360 4 0
Sify
% 100.0% 99.00% 2.2% 96.8% 1.1% 0.0%
Count 1,036 1030 34 996 5 1
Airtel
% 100.0% 99.40% 3.3% 96.1% 0.5% 0.1%
Count 982 956 35 921 21 5
Reliance
% 100.0% 97.40% 3.6% 93.8% 2.1% 0.5%
Count 5,034 4,854 213 4,641 172 8
Overall
% 100.0% 98.50% 4.3% 94.2% 1.3% 0.2%
201
________________________________________________________________________
Service Difficult to Difficult to Calculation Item wise Others Base

Providers read the bill understand s not clear charges
the like total
language minutes of
usage of
local, STD,
ISD calls
and
charges
thereon not
given
Count 0 0 2 3 0 4
Hathway
% 0.0% 0.0% 50.0% 75.0% 0.0%
Count 5 109 9 19 1 129
BSNL
% 3.9% 84.5% 7.0% 14.7% 0.8%
Count 1 0 6 0 0 7
You
% 14.3% 0.0% 85.7% 0.0% 0.0%
Count 0 0 3 1 0 4
Tata
% 0.0% 0.0% 75.0% 25.0% 0.0%
Count 0 0 3 1 0 4
Sify
% 0.0% 0.0% 75.0% 25.0% 0.0%
Count 0 1 4 1 0 6
Airtel
% 0.0% 16.6% 66.6% 16.6% 0.0%
Count 1 0 10 13 4 26
Reliance
% 3.8% 0.0% 38.5% 50.0% 15.4%
Count 7 4 37 38 5 180
Overall
% 3.9% 2.2% 20.6% 21.1% 2.8%
202
________________________________________________________________________
C. Billing Process - Prepaid Customers
C.1. (Q 9a) How satisfied are you with accuracy of charges i.e. amount deducted on every usage?

(A+B) (A)
Count 862 782 55 727 80 0
Hathway
% 100.0% 90.70% 6.4% 84.3% 9.3% 0.0%
Count 0 0 0 0 0 0
BSNL
% 0.0% 0.00% 0.0% 0.0% 0.0% 0.0%
Count 634 583 8 575 51 0
You
% 100.0% 92.00% 1.3% 90.7% 8.0% 0.0%
Count 478 477 195 282 0 1
Tata
% 100.0% 99.80% 40.8% 59.0% 0.0% 0.2%
Count 806 662 45 617 139 5
Sify
% 100.0% 82.20% 5.6% 76.6% 17.2% 0.6%
Count 31 30 1 29 1 0
Airtel
% 100.0% 96.70% 3.2% 93.5% 3.2% 0.0%
Count 87 85 7 78 2 0
Reliance
% 100.0% 97.70% 8.0% 89.7% 2.3% 0.0%
Count 2,898 2619 311 2,308 273 6
Overall
% 100.0% 90.30% 10.7% 79.6% 9.4% 0.2%
Service Charges not Tariff plan Charged for Charged for Others Base
Providers as per tariff changed value added call/services
plan without services not not made
subscribed information requested
Count 3 1 18 3 56 80
Hathway
% 3.8% 1.3% 22.5% 3.8% 70.0%
Count 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 1 2 24 8 25 51
You
% 2.0% 3.9% 47.1% 15.7% 49.0%
Count 0 0 1 0 0 1
Tata
% 0.0% 0.0% 100.0% 0.0% 0.0%
Count 5 3 55 18 71 144
Sify
% 3.5% 2.1% 38.2% 12.5% 49.3%
Count 0 0 0 0 1 1
Airtel
% 0.0% 0.0% 0.0% 0.0% 100.0%
Count 0 1 1 0 0 2
Reliance
% 0.0% 50.0% 50.0% 0.0% 0.0%
Count 9 7 99 29 153 279
Overall
% 3.2% 2.5% 35.5% 10.4% 54.8%
203
________________________________________________________________________
D. Help Services/ Customer Care
D.1. (Q 10) Did you complain or make a query in the last 12 months to the customer care/
Service Yes No Base

Providers
Count 745 391 1,136
Hathway
% 65.6% 34.4% 100.0%
Count 452 622 1,074
BSNL
% 42.1% 57.9% 100.0%
Count 1,013 171 1,184
You
% 85.6% 14.4% 100.0%
Count 854 370 1,224
Tata
% 69.8% 30.2% 100.0%
Count 788 390 1,178
Sify
% 66.9% 33.1% 100.0%
Count 634 433 1,067
Airtel
% 59.4% 40.6% 100.0%
Count 704 365 1,069
Reliance
% 65.9% 34.1% 100.0%
Count 5,190 2,742 7,932
Overall
% 65.4% 34.6% 100.0%
D.2. (Q 11) How satisfied are you with the ease of access of call centre/customer care or
helpline?

(A+B) (A)
Count 745 545 21 524 173 27
Hathway
% 100.0% 73.10% 2.8% 70.3% 23.2% 3.6%
Count 452 355 8 347 96 1
BSNL
% 100.0% 78.60% 1.8% 76.8% 21.2% 0.2%
Count 1,013 896 30 866 82 35
You
% 100.0% 88.50% 3.0% 85.5% 8.1% 3.5%
Count 854 708 29 679 135 11
Tata
% 100.0% 82.90% 3.4% 79.5% 15.8% 1.3%
Count 788 669 23 646 100 19
Sify
% 100.0% 84.90% 2.9% 82.0% 12.7% 2.4%
Count 634 573 18 555 59 2
Airtel
% 100.0% 90.30% 2.8% 87.5% 9.3% 0.3%
Count 704 598 11 587 95 11
Reliance
% 100.0% 85.00% 1.6% 83.4% 13.5% 1.6%
Count 5,190 4,344 140 4,204 740 106
Overall
% 100.0% 83.70% 2.7% 81.0% 14.3% 2.0%
204
________________________________________________________________________
D.3. (Q 12) How satisfied are you with the response time taken to answer your call by a
customer care executive?

(A+B) (A)
Count 745 518 23 495 200 27
Hathway
% 100.0% 69.5% 3.1% 66.4% 26.8% 3.6%
Count 452 329 12 317 123 0
BSNL
% 100.0% 72.8% 2.7% 70.1% 27.2% 0.0%
Count 1,013 873 33 840 104 36
You
% 100.0% 86.9% 3.3% 82.9% 10.3% 3.6%
Count 854 737 32 705 107 10
Tata
% 100.0% 86.3% 3.7% 82.6% 12.5% 1.2%
Count 788 641 20 621 133 14
Sify
% 100.0% 81.3% 2.5% 78.8% 16.9% 1.8%
Count 634 551 18 533 80 3
Airtel
% 100.0% 86.9%% 2.8% 84.1% 12.6% 0.5%
Count 704 541 6 535 146 17
Reliance
% 100.0% 76.9 0.9% 76.0% 20.7% 2.4%
Count 5,190 4,190 144 4,046 893 107
Overall
% 100.0% 80.8% 2.8% 78.0% 17.2% 2.1%
D.4. (Q 13) How satisfied are you with the problem solving ability of the customer care
executive(s)?

(A+B) (A)
Count 745 453 22 431 255 37
Hathway
% 100.0% 60.9% 3.0% 57.9% 34.2% 5.0%
Count 452 308 9 299 142 2
BSNL
% 100.0% 68.2% 2.0% 66.2% 31.4% 0.4%
Count 1,013 752 32 720 220 41
You
% 100.0% 74.3% 3.2% 71.1% 21.7% 4.0%
Count 854 657 32 625 177 20
Tata
% 100.0% 76.9% 3.7% 73.2% 20.7% 2.3%
Count 788 532 24 508 228 28
Sify
% 100.0% 67.5% 3.0% 64.5% 28.9% 3.6%
Count 634 522 20 502 108 4
Airtel
% 100.0% 82.4% 3.2% 79.2% 17.0% 0.6%
Count 704 425 8 417 253 26
Reliance
% 100.0% 60.3% 1.1% 59.2% 35.9% 3.7%
Count 5,190 3,649 147 3,502 1,383 158
Overall
% 100.0% 70.3% 2.8% 67.5% 26.6% 3.0%
205
________________________________________________________________________
D.5. (Q 14) How satisfied are you with the time taken by call centre/customer care /helpline to

(A+B) (A)
Count 745 451 25 426 257 37
Hathway
% 100.0% 60.60% 3.4% 57.2% 34.5% 5.0%
Count 452 308 9 299 142 2
BSNL
% 100.0% 68.20% 2.0% 66.2% 31.4% 0.4%
Count 1,013 750 30 720 222 41
You
% 100.0% 74.10% 3.0% 71.1% 21.9% 4.0%
Count 854 657 36 621 177 20
Tata
% 100.0% 76.90% 4.2% 72.7% 20.7% 2.3%
Count 788 531 21 510 228 29
Sify
% 100.0% 67.40% 2.7% 64.7% 28.9% 3.7%
Count 634 518 20 498 111 5
Airtel
% 100.0% 81.70% 3.2% 78.5% 17.5% 0.8%
Count 704 429 10 419 249 26
Reliance
% 100.0% 60.90% 1.4% 59.5% 35.4% 3.7%
Count 5,190 3,644 151 3,493 1,386 160
Overall
% 100.0% 70.20% 2.9% 67.3% 26.7% 3.1%
206
________________________________________________________________________
E. Network Performance, Reliability and Availability
E.1. (Q 15) How satisfied are you with the speed of Broadband connection?

(A+B) (A)
Count 1,136 889 53 836 219 28
Hathway
% 100.0% 78.30% 4.7% 73.6% 19.3% 2.5%
Count 1,074 916 56 860 155 3
BSNL
% 100.0% 85.30% 5.2% 80.1% 14.4% 0.3%
Count 1,184 1020 24 996 148 16
You
% 100.0% 86.10% 2.0% 84.1% 12.5% 1.4%
Count 1,224 1069 47 1,022 148 7
Tata
% 100.0% 87.30% 3.8% 83.5% 12.1% 0.6%
Count 1,178 899 40 859 274 5
Sify
% 100.0% 76.30% 3.4% 72.9% 23.3% 0.4%
Count 1,067 938 54 884 126 3
Airtel
% 100.0% 87.90% 5.1% 82.8% 11.8% 0.3%
Count 1,069 892 11 881 164 13
Reliance
% 100.0% 83.40% 1.0% 82.4% 15.3% 1.2%
Count 7,932 6,623 285 6,338 1,234 75
Overall
% 100.0% 83.50% 3.6% 79.9% 15.6% 0.9%
E.2. (Q 16) How satisfied are you with the amount of time for which service is up and working?

(A+B) (A)
Count 1,136 945 50 895 169 22
Hathway
% 100.0% 83.20% 4.4% 78.8% 14.9% 1.9%
Count 1,074 918 56 862 151 5
BSNL
% 100.0% 85.50% 5.2% 80.3% 14.1% 0.5%
Count 1,184 1066 26 1,040 102 16
You
% 100.0% 90.00% 2.2% 87.8% 8.6% 1.4%
Count 1,224 1088 55 1,033 128 8
Tata
% 100.0% 88.90% 4.5% 84.4% 10.5% 0.7%
Count 1,178 968 35 933 204 6
Sify
% 100.0% 82.20% 3.0% 79.2% 17.3% 0.5%
Count 1,067 969 50 919 98 0
Airtel
% 100.0% 90.80% 4.7% 86.1% 9.2% 0.0%
Count 1,069 888 13 875 165 16
Reliance
% 100.0% 83.10% 1.2% 81.9% 15.4% 1.5%
Count 7,932 6,842 285 6,557 1,017 73
Overall
% 100.0% 86.30% 3.6% 82.7% 12.8% 0.9%
207
________________________________________________________________________
F. Maintainability
F.1. (Q 17) How often do you face a problem with your Broadband connection?
Service Never Occasionally Frequently Very Base

Count 290 688 139 19 1,136
Hathway
% 25.5% 60.6% 12.2% 1.7% 100.0%
Count 245 687 132 10 1,074
BSNL
% 22.8% 64.0% 12.3% 0.9% 100.0%
Count 201 846 119 18 1,184
You
% 17.0% 71.5% 10.1% 1.5% 100.0%
Count 153 921 140 10 1,224
Tata
% 12.5% 75.2% 11.4% 0.8% 100.0%
Count 156 836 174 12 1,178
Sify
% 13.2% 71.0% 14.8% 1.0% 100.0%
Count 332 657 78 0 1,067
Airtel
% 31.1% 61.6% 7.3% 0.0% 100.0%
Count 109 779 157 24 1,069
Reliance
% 10.2% 72.9% 14.7% 2.2% 100.0%
Count 1,486 5,414 939 93 7,932
Overall
% 18.7% 68.3% 11.8% 1.2% 100.0%
F.2. (Q 18) What was the broadband connection problem faced by you in the last twelve months?
Service Problem was related to my Problem was related to the Base

Providers computer hardware/ software broadband connection and
modem provided by the service
provider
Count 11 147 158
Hathway
% 7.0% 93.0% 100.0%
Count 2 140 142
BSNL
% 1.4% 98.6% 100.0%
Count 15 122 137
You
% 10.9% 89.1% 100.0%
Count 9 141 150
Tata
% 6.0% 94.0% 100.0%
Count 16 170 186
Sify
% 8.6% 91.4% 100.0%
Count 11 67 78
Airtel
% 14.1% 85.9% 100.0%
Count 11 170 181
Reliance
% 6.1% 93.9% 100.0%
Count 75 957 1,032
Overall
% 7.3% 92.7% 100.0%
208
________________________________________________________________________
F.3. (Q 19) How satisfied are you with the time taken for restoration of broadband connection?

(A+B) (A)
Count 158 27 1 26 114 17
Hathway
% 100.0% 17.10% 0.6% 16.5% 72.2% 10.8%
Count 142 15 0 15 124 3
BSNL
% 100.0% 10.60% 0.0% 10.6% 87.3% 2.1%
Count 137 28 1 27 90 19
You
% 100.0% 20.40% 0.7% 19.7% 65.7% 13.9%
Count 150 23 1 22 115 12
Tata
% 100.0% 15.40% 0.7% 14.7% 76.7% 8.0%
Count 186 45 3 42 126 15
Sify
% 100.0% 24.20% 1.6% 22.6% 67.7% 8.1%
Count 78 15 0 15 63 0
Airtel
% 100.0% 19.20% 0.0% 19.2% 80.8% 0.0%
Count 181 24 0 24 142 15
Reliance
% 100.0% 13.30% 0.0% 13.3% 78.5% 8.3%
Count 1,032 177 6 171 774 81
Overall
% 100.0% 17.20% 0.6% 16.6% 75.0% 7.8%
209
________________________________________________________________________
G. Supplementary Service/ Value Added Services
G.1. (Q 20) Do you use any value added services or supplementary services such as static/ fixed
IP addresses, e-mail IDs etc?
Service Yes No Base

Providers
Count 78 1,058 1,136
Hathway
% 6.9% 93.1% 100.0%
Count 40 1,034 1,074
BSNL
% 3.7% 96.3% 100.0%
Count 129 1,055 1,184
You
% 10.9% 89.1% 100.0%
Count 101 1,123 1,224
Tata
% 8.3% 91.7% 100.0%
Count 96 1,082 1,178
Sify
% 8.1% 91.9% 100.0%
Count 65 1,002 1,067
Airtel
% 6.1% 93.9% 100.0%
Count 134 935 1,069
Reliance
% 12.5% 87.5% 100.0%
Count 643 7,289 7,932
Overall
% 8.1% 91.9% 100.0%
G.2. (Q 21) How satisfied are you with the quality of such supplementary services provided?

(A+B) (A)
Count 78 75 5 70 2 1
Hathway
% 100.0% 96.10% 6.4% 89.7% 2.6% 1.3%
Count 40 38 4 34 2 0
BSNL
% 100.0% 95.00% 10.0% 85.0% 5.0% 0.0%
Count 129 127 8 119 2 0
You
% 100.0% 98.40% 6.2% 92.2% 1.6% 0.0%
Count 101 98 13 85 3 0
Tata
% 100.0% 97.10% 12.9% 84.2% 3.0% 0.0%
Count 96 95 7 88 1 0
Sify
% 100.0% 99.00% 7.3% 91.7% 1.0% 0.0%
Count 65 65 1 64 0 0
Airtel
% 100.0% 100.00% 1.5% 98.5% 0.0% 0.0%
Count 134 126 5 121 7 1
Reliance
% 100.0% 94.00% 3.7% 90.3% 5.2% 0.7%
Count 643 624 43 581 17 2
Overall
% 100.0% 97.10% 6.7% 90.4% 2.6% 0.3%
210
________________________________________________________________________
H. Overall Customer Satisfaction
H.1. (Q 22a) How satisfied are you with the overall quality of your Broadband service?

(A+B) (A)
Count 1,136 869 61 808 236 31
Hathway
% 100.0% 76.50% 5.4% 71.1% 20.8% 2.7%
Count 1,074 874 52 822 191 9
BSNL
% 100.0% 81.30% 4.8% 76.5% 17.8% 0.8%
Count 1,184 981 58 923 170 33
You
% 100.0% 82.90% 4.9% 78.0% 14.4% 2.8%
Count 1,224 1036 75 961 169 19
Tata
% 100.0% 84.60% 6.1% 78.5% 13.8% 1.6%
Count 1,178 878 39 839 272 28
Sify
% 100.0% 74.50% 3.3% 71.2% 23.1% 2.4%
Count 1,067 939 49 890 118 10
Airtel
% 100.0% 88.00% 4.6% 83.4% 11.1% 0.9%
Count 1,069 805 22 783 226 38
Reliance
% 100.0% 75.30% 2.1% 73.2% 21.1% 3.6%
Count 7,932 6,382 356 6,026 1,382 168
Overall
% 100.0% 80.50% 4.5% 76.0% 17.4% 2.1%
211
________________________________________________________________________
I. General Information
I.1. (Q 23) Are you aware of the facility for measuring the broadband connection speed provided
by your service provider?
Service Yes No Base

Providers
Count 136 1,000 1,136
Hathway
% 12.0% 88.0% 100.0%
Count 186 888 1,074
BSNL
% 17.3% 82.7% 100.0%
Count 206 978 1,184
You
% 17.4% 82.6% 100.0%
Count 136 1,088 1,224
Tata
% 11.1% 88.9% 100.0%
Count 233 945 1,178
Sify
% 19.8% 80.2% 100.0%
Count 127 940 1,067
Airtel
% 11.9% 88.1% 100.0%
Count 131 938 1,069
Reliance
% 12.3% 87.7% 100.0%
Count 1,155 6,777 7,932
Overall
% 14.6% 85.4% 100.0%
212
________________________________________________________________________
J. Grievance Redressal Mechanism
J.1. (Q 24) Are you aware of the three stage grievance redressal mechanism set up by your
Service Yes No Base

Providers
Count 28 1,108 1,136
Hathway
% 2.5% 97.5% 100.0%
Count 35 1,039 1,074
BSNL
% 3.3% 96.7% 100.0%
Count 34 1,150 1,184
You
% 2.9% 97.1% 100.0%
Count 35 1,189 1,224
Tata
% 2.9% 97.1% 100.0%
Count 25 1,153 1,178
Sify
% 2.1% 97.9% 100.0%
Count 41 1,026 1,067
Airtel
% 3.8% 96.2% 100.0%
Count 28 1,041 1,069
Reliance
% 2.6% 97.4% 100.0%
Count 226 7,706 7,932
Overall
% 2.8% 97.2% 100.0%
J.2 (Q 25) Which all stages of the three stage mechanism process set up by your telecom service
Service Call Centre Nodal Appellate None of these Base

Count 1,132 68 24 1 1,136
Hathway
% 99.2% 6.0% 2.1% 0.1%
Count 1,046 23 15 28 1,074
BSNL
% 97.4% 2.1% 1.4% 2.6%
Count 1,183 169 14 1 1,184
You
% 99.9% 14.3% 1.2% 0.1%
Count 1,220 326 21 3 1,224
Tata
% 99.7% 26.6% 1.7% 0.3%
Count 1,171 501 20 4 1,178
Sify
% 99.4% 42.5% 1.7% 0.3%
Count 1,063 470 32 3 1,067
Airtel
% 99.6% 44.0% 3.0% 0.3%
Count 1,063 89 16 1 1,069
Reliance
% 99.4% 8.3% 1.5% 0.1%
Count 7,878 1646 142 41 7,932
Overall
% 99.3% 20.8% 1.8% 0.5%
213
________________________________________________________________________
J.3. (Q 26) Have you made any complaint within last 6 months to the toll free call centre/
customer care/ helpline telephone number?
Service Yes No Base

Providers
Count 400 736 1,136
Hathway
% 35.2% 64.8% 100.0%
Count 90 984 1,074
BSNL
% 8.4% 91.6% 100.0%
Count 602 582 1,184
You
% 50.8% 49.2% 100.0%
Count 225 999 1,224
Tata
% 18.4% 81.6% 100.0%
Count 410 768 1,178
Sify
% 34.8% 65.2% 100.0%
Count 147 920 1,067
Airtel
% 13.8% 86.2% 100.0%
Count 406 663 1,069
Reliance
% 38.0% 62.0% 100.0%
Count 2,280 5,652 7,932
Overall
% 28.7% 71.3% 100.0%
J.4. (Q 27) Redressal of grievances mechanism provide for allotting docket number to consumers

Count 282 84 34 400
Hathway
% 70.5% 21.0% 8.5%
Count 48 13 29 90
BSNL
% 53.3% 14.4% 32.2%
Count 556 20 26 602
You
% 92.4% 3.3% 4.3%
Count 196 17 12 225
Tata
% 87.1% 7.6% 5.3%
Count 341 45 24 410
Sify
% 83.2% 11.0% 5.9%
Count 121 7 19 147
Airtel
% 82.3% 4.8% 12.9%
Count 377 13 16 406
Reliance
% 92.9% 3.2% 3.9%
Count 1,921 199 160 2,280
Overall
% 84.3% 8.7% 7.0%
214
________________________________________________________________________
J.5. (Q 28) Did the Call Centre inform you about the action taken on your complaint?
Service Yes No Base

Providers
Count 126 274 400
Hathway
% 31.5% 68.5% 100.0%
Count 14 76 90
BSNL
% 15.6% 84.4% 100.0%
Count 260 342 602
You
% 43.2% 56.8% 100.0%
Count 135 90 225
Tata
% 60.0% 40.0% 100.0%
Count 121 289 410
Sify
% 29.5% 70.5% 100.0%
Count 77 70 147
Airtel
% 52.4% 47.6% 100.0%
Count 161 245 406
Reliance
% 39.7% 60.3% 100.0%
Count 894 1,386 2,280
Overall
% 39.2% 60.8% 100.0%
J.6. (Q 29) How satisfied are you with the system of resolving of your complaints by call centre/

(A+B) (A) (B)
Count 400 194 14 180 167 39
Hathway
% 100.0% 48.50% 3.5% 45.0% 41.8% 9.8%
Count 90 40 2 38 45 5
BSNL
% 100.0% 44.40% 2.2% 42.2% 50.0% 5.6%
Count 602 383 24 359 166 53
You
% 100.0% 63.60% 4.0% 59.6% 27.6% 8.8%
Count 225 122 19 103 80 23
Tata
% 100.0% 54.20% 8.4% 45.8% 35.6% 10.2%
Count 410 196 14 182 175 39
Sify
% 100.0% 47.80% 3.4% 44.4% 42.7% 9.5%
Count 147 96 5 91 45 6
Airtel
% 100.0% 65.30% 3.4% 61.9% 30.6% 4.1%
Count 406 186 7 179 157 63
Reliance
% 100.0% 45.80% 1.7% 44.1% 38.7% 15.5%
Count 2,280 1,217 85 1,132 835 228
Overall
% 100.0% 53.30% 3.7% 49.6% 36.6% 10.0%
215
________________________________________________________________________
Service Difficult to Customer Customer Time taken Customer Others Base

connect to care care by call care
Providers call centre executive executive centre for executive
executive not polite/ not redressal of not unable
courteous equipped complaints to
with is too long understand
adequate the
information problems
Count 50 14 31 168 16 50 206
Hathway
% 24.3% 6.8% 15.0% 81.6% 7.8% 24.3%
Count 8 7 2 35 5 10 50
BSNL
% 16.0% 14.0% 4.0% 70.0% 10.0% 20.0%
Count 36 17 15 167 16 60 219
You
% 16.4% 7.8% 6.8% 76.3% 7.3% 27.4%
Count 15 14 6 81 9 36 103
Tata
% 14.6% 13.6% 5.8% 78.6% 8.7% 35.0%
Count 16 19 25 171 31 50 214
Sify
% 7.5% 8.9% 11.7% 79.9% 14.5% 23.4
Count 12 3 11 40 8 17 51
Airtel
% 23.5% 5.9% 21.6% 78.4% 15.7% 33.3%
Count 33 16 13 185 14 64 220
Reliance
% 15.0% 7.3% 5.9% 84.1% 6.4% 29.1%
Count 170 90 103 847 99 287 1063
Overall
% 16.0% 8.5% 9.7% 79.7% 9.3% 27.0%
J.8. (Q 31) Was your billing complaint resolved satisfactorily by call centre/customer care within
Service Yes No Base

Providers
Count 6 28 34
Hathway
% 17.6% 82.4% 100.0%
Count 4 16 20
BSNL
% 20.0% 80.0% 100.0%
Count 16 54 70
You
% 22.9% 77.1% 100.0%
Count 10 34 44
Tata
% 22.7% 77.3% 100.0%
Count 0 11 11
Sify
% 0.0% 100.0% 100.0%
Count 20 32 52
Airtel
% 38.5% 61.5% 100.0%
Count 22 109 131
Reliance
% 16.8% 83.2% 100.0%
Count 78 284 362
Overall
% 21.5% 78.5% 100.0%
216
________________________________________________________________________
J.9. (Q 32) Are you aware of the contact details of the Nodal Officer?
Service Yes No Base

Providers
Count 2 1,134 1,136
Hathway
% 0.2% 99.8% 100.0%
Count 0 1,074 1,074
BSNL
% 0.0% 100.0% 100.0%
Count 3 1,181 1,184
You
% 0.3% 99.7% 100.0%
Count 12 1,212 1,224
Tata
% 1.0% 99.0% 100.0%
Count 7 1,171 1,178
Sify
% 0.6% 99.4% 100.0%
Count 5 1,062 1,067
Airtel
% 0.5% 99.5% 100.0%
Count 5 1,064 1,069
Reliance
% 0.5% 99.5% 100.0%
Count 34 7,898 7,932
Overall
% 0.4% 99.6% 100.0%
J.10. (Q 33) Have you ever made a complaint to the nodal officer regarding your complaints not
Service Yes No Base

Providers
Count 1 1 2
Hathway
% 50.0% 50.0% 100.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 2 1 3
You
% 66.7% 33.3% 100.0%
Count 1 11 12
Tata
% 8.3% 91.7% 100.0%
Count 2 5 7
Sify
% 28.6% 71.4% 100.0%
Count 2 3 5
Airtel
% 40.0% 60.0% 100.0%
Count 2 3 5
Reliance
% 40.0% 60.0% 100.0%
Count 10 24 34
Overall
% 29.4% 70.6% 100.0%
217
________________________________________________________________________
J.11. (Q 34) Can you approach your Nodal Officer easily?
Service Yes No Base

Providers
Count 1 0 1
Hathway
% 100.0% 0.0% 100.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 2 0 2
You
% 100.0% 0.0% 100.0%
Count 1 0 1
Tata
% 100.0% 0.0% 100.0%
Count 1 1 2
Sify
% 50.0% 50.0% 100.0%
Count 0 2 2
Airtel
% 0.0% 100.0% 100.0%
Count 1 1 2
Reliance
% 50.0% 50.0% 100.0%
Count 6 4 10
Overall
% 60.0% 40.0% 100.0%
J.12. (Q 35) Did the Nodal Officer intimate you about the decision taken on your complaint?
Service Yes No Base

Providers
Count 0 1 1
Hathway
% 0.0% 100.0% 100.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 1 1 2
You
% 50.0% 50.0% 100.0%
Count 1 0 1
Tata
% 100.0% 0.0% 100.0%
Count 1 1 2
Sify
% 50.0% 50.0% 100.0%
Count 0 2 2
Airtel
% 0.0% 100.0% 100.0%
Count 1 1 2
Reliance
% 50.0% 50.0% 100.0%
Count 4 6 10
Overall
% 40.0% 60.0% 100.0%
218
________________________________________________________________________
J.13. (Q 36) How satisfied are you with the redressal of the complaint by the Nodal Officer?

(A+B) (A) (B)
Count 1 1 0 1 0 0
Hathway
% 100.0% 100.00% 0.0% 100.0% 0.0% 0.0%
Count 0 0 0 0 0 0
BSNL
% 0.0% 0.00% 0.0% 0.0% 0.0% 0.0%
Count 2 2 1 1 0 0
You
% 100.0% 100.00% 50.0% 50.0% 0.0% 0.0%
Count 1 1 0 1 0 0
Tata
% 100.0% 100.00% 0.0% 100.0% 0.0% 0.0%
Count 2 2 0 2 0 0
Sify
% 100.0% 100.00% 0.0% 100.0% 0.0% 0.0%
Count 2 2 0 2 0 0
Airtel
% 100.0% 100.00% 0.0% 100.0% 0.0% 0.0%
Count 2 2 0 2 0 0
Reliance
% 100.0% 100.00% 0.0% 100.0% 0.0% 0.0%
Count 10 10 1 9 0 0
Overall
% 100.0% 100.00% 10.0% 90.0% 0.0% 0.0%
J.14 (Q 37) Please specify the reason(s) for your dissatisfaction.
Service Difficult to Nodal Nodal Time taken Nodal Others Base

connect to Officer not Officer not by Nodal Officer not
Providers the Nodal polite/ equipped Officer for unable to
Officer courteous with redressal of understand
adequate complaints the
information is too long problems
Count 0 0 0 0 0 0 0
Hathway
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
You
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Tata
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Sify
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0 0 0 0
Overall
% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
219
________________________________________________________________________
J.15. (Q 38) Are you aware of the contact details of the appellate authority for filing of appeals
Service Yes No Base

Providers
Count 1 1,135 1,136
Hathway
% 0.1% 99.9% 100.0%
Count 0 1,074 1,074
BSNL
% 0.0% 100.0% 100.0%
Count 1 1,183 1,184
You
% 0.1% 99.9% 100.0%
Count 3 1,221 1,224
Tata
% 0.2% 99.8% 100.0%
Count 4 1,174 1,178
Sify
% 0.3% 99.7% 100.0%
Count 1 1,066 1,067
Airtel
% 0.1% 99.9% 100.0%
Count 1 1,068 1,069
Reliance
% 0.1% 99.9% 100.0%
Count 11 7,921 7,932
Overall
% 0.1% 99.9% 100.0%
J.16. (Q 39) Have you filed any appeal in the prescribed form in last 6 month?
Service Yes No Base

Providers
Count 0 1 1
Hathway
% 0.0% 100.0% 100.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 1 1
You
% 0.0% 100.0% 100.0%
Count 0 3 3
Tata
% 0.0% 100.0% 100.0%
Count 0 4 4
Sify
% 0.0% 100.0% 100.0%
Count 0 1 1
Airtel
% 0.0% 100.0% 100.0%
Count 0 1 1
Reliance
% 0.0% 100.0% 100.0%
Count 0 11 11
Overall
% 0.0% 100.0% 100.0%
220
________________________________________________________________________
J.17. (Q 40) Did you receive any acknowledgement?
Service Yes No Base

Providers
Count 0 0 0
Hathway
% 0.0% 0.0% 0.0%
Count 0 0 0
BSNL
% 0.0% 0.0% 0.0%
Count 0 0 0
You
% 0.0% 0.0% 0.0%
Count 0 0 0
Tata
% 0.0% 0.0% 0.0%
Count 0 0 0
Sify
% 0.0% 0.0% 0.0%
Count 0 0 0
Airtel
% 0.0% 0.0% 0.0%
Count 0 0 0
Reliance
% 0.0% 0.0% 0.0%
Count 0 0 0
Overall
% 0.0% 0.0% 0.0%
J.18. (Q 41) Did the appellate authority take a decision upon your appeal within 3 months of
filing the appeal?
Service Yes No Appeal Filed Base

Providers only recently
Count 0 0 0 0
Hathway
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
BSNL
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
You
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Tata
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Sify
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Airtel
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Reliance
% 0.0% 0.0% 0.0% 0.0%
Count 0 0 0 0
Overall
% 0.0% 0.0% 0.0% 0.0%
221
________________________________________________________________________
J.19. (Q 42) Are you aware that a prepaid customer can get item-wise usage charge details, on
request?
Service Yes No Base

Providers
Count 291 571 862
Hathway
% 33.8% 66.2% 100.0%
Count 12 94 106
BSNL
% 11.3% 88.7% 100.0%
Count 261 373 634
You
% 41.2% 58.8% 100.0%
Count 103 375 478
Tata
% 21.5% 78.5% 100.0%
Count 286 520 806
Sify
% 35.5% 64.5% 100.0%
Count 4 27 31
Airtel
% 12.9% 87.1% 100.0%
Count 3 84 87
Reliance
% 3.4% 96.6% 100.0%
Count 960 2,044 3,004
Overall
% 32.0% 68.0% 100.0%
J.20. (Q 43) Have you been denied of your request for item-wise usage charge details for your
Service Yes No Base

Providers
Count 7 11 18
Hathway
% 38.9% 61.1% 100.0%
Count 13 95 108
BSNL
% 12.0% 88.0% 100.0%
Count 0 10 10
You
% 0.0% 100.0% 100.0%
Count 1 8 9
Tata
% 11.1% 88.9% 100.0%
Count 29 183 212
Sify
% 13.7% 86.3% 100.0%
Count 17 105 122
Airtel
% 13.9% 86.1% 100.0%
Count 24 152 176
Reliance
% 13.6% 86.4% 100.0%
Count 91 564 655
Overall
% 13.9% 86.1% 100.0%
222
________________________________________________________________________
J.21. (Q 44) What were the reason(s) for denying your request?
Service No reason given Technical Others Base

Providers problem
Count 3 4 0 7
Hathway
% 42.9% 57.1% 0.0% 100.0%
Count 8 4 1 13
BSNL
% 61.5% 30.8% 7.7% 100.0%
Count 0 0 0 0
You
% 0.0% 0.0% 0.0% 0.0%
Count 0 1 0 1
Tata
% 0.0% 100.0% 0.0% 100.0%
Count 14 15 0 29
Sify
% 48.3% 51.7% 0.0% 100.0%
Count 9 8 0 17
Airtel
% 52.9% 47.1% 0.0% 100.0%
Count 17 7 0 24
Reliance
% 70.8% 29.2% 0.0% 100.0%
Count 51 39 1 91
Overall
% 56.0% 42.9% 1.1% 100.0%
J.22. (Q 45) When did you last apply for broadband connection?
Service Less than 6 6 -12 months More than 12 Base

Providers months months
Count 324 259 553 1,136
Hathway
% 28.5% 22.8% 48.7% 100.0%
Count 300 140 634 1,074
BSNL
% 27.9% 13.0% 59.0% 100.0%
Count 162 177 845 1,184
You
% 13.7% 14.9% 71.4% 100.0%
Count 55 297 872 1,224
Tata
% 4.5% 24.3% 71.2% 100.0%
Count 253 425 500 1,178
Sify
% 21.5% 36.1% 42.4% 100.0%
Count 13 360 694 1,067
Airtel
% 1.2% 33.7% 65.0% 100.0%
Count 316 317 436 1,069
Reliance
% 29.6% 29.7% 40.8% 100.0%
Count 1,423 1,975 4,534 7,932
Overall
% 17.9% 24.9% 57.2% 100.0%
223
________________________________________________________________________
J.23. (Q 45a) Have you been provided the Manual of Practice containing the terms and
conditions of service, grievance redressal mechanism etc. while taking the connection?
Service Yes No Base

Providers
Count 76 248 324
Hathway
% 23.5% 76.5% 100.0%
Count 40 260 300
BSNL
% 13.3% 86.7% 100.0%
Count 50 112 162
You
% 30.9% 69.1% 100.0%
Count 8 47 55
Tata
% 14.5% 85.5% 100.0%
Count 52 201 253
Sify
% 20.6% 79.4% 100.0%
Count 1 12 13
Airtel
% 7.7% 92.3% 100.0%
Count 68 248 316
Reliance
% 21.5% 78.5% 100.0%
Count 295 1128 1,423
Overall
% 20.7% 79.3% 100.0%
224

Maharashtra Survey Report 2008

Încărcat de

Informații document

Descriere originală:

Titlu original

Drepturi de autor

Formate disponibile

Partajați acest document

Partajați sau inserați document

Opțiuni de partajare

Vi se pare util acest document?

Este necorespunzător acest conținut?

Drepturi de autor:

Formate disponibile

Maharashtra Survey Report 2008

Încărcat de

Drepturi de autor:

Formate disponibile

________________________________________________________________________

Telecom Regulatory Authority of India

Implementation and Effectiveness of Telecom Consumers Protection and Redressal of

A MARKET PULSE RESEARCH REPORT

2 Executive Summary 6-18

S. No. Chapters Page No.

Assessment of Implementation and Effectiveness of Telecom Consumers Protection and

The following feedback was obtained from the sample of customers:

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

- Provision of service (activation/ reactivation)

KEY FINDINGS OF THE SURVEY

1.1 Basic Telephone Service QoS Survey

1.1.1 Overall Satisfaction with Quality of Service:

1.1.2 Satisfaction with Provision of Service:

1.1.3 Satisfaction with Billing Performance - Postpaid:

1.1.4 Satisfaction with Billing Performance- Prepaid:

1.1.5 Experience with Customer Care:

1.1.6 Satisfaction with Network Performance, Reliability & Availability:

 None of the service providers met the benchmark of 95%.

1.1.7 Satisfaction with Maintainability:

1.1.8 Satisfaction with Supplementary Services:

Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of

1.1.10 Experience with Call Centre/ Customer Care/ Help-line

1.1.11 Experience with Nodal Officer

1.1.12 Experience with Appellate Authority

1.1.13 Compliance with regard to other service benchmarks

1.2 Cellular Mobile Service

1.2.1 Overall Satisfaction with Quality of Service:

1.2.2 Satisfaction with Provision of Service:

1.2.3 Satisfaction with Billing Performance - Postpaid:

1.2.4 Satisfaction with Billing Performance - Prepaid:

1.2.5 Experience with Help Service:

1.2.6 Satisfaction with Network Performance, Reliability & Availability:

1.2.7 Satisfaction with Maintainability:

1.2.8 Satisfaction with Supplementary Services:

Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of

1.2.10 Experience with Call Centre/ Customer Care/ Help-line Number

1.2.11 Experience with Nodal Officer

1.2.12 Experience with Appellate Authority

1.2.12 Compliance with other Service Benchmarks

1.3 Broadband Service

1.3.1 Overall Satisfaction with Quality of Service:

1.3.2 Satisfaction with Provision of Service:

1.3.3 Satisfaction with Billing Performance - Postpaid:

1.3.4 Satisfaction with Billing Performance - Prepaid:

1.3.5 Experience with Help Services:

1.3.6 Satisfaction with Network Performance, Reliability & Availability:

1.3.7 Satisfaction with Maintainability:

1.3.8 Satisfaction with Supplementary Services:

Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of

1.3.9 Awareness of 3 Stage Redressal Mechanism

1.3.10 Experience with Call Centre/ Customer Care/ Helpline

1.3.11 Experience with Nodal Officer

1.3.12 Experience with Appellate Authority

1.3.13 Compliance with other Service Benchmarks

2 SCOPE OF THE PROJECT

Assessment of Implementation and Effectiveness of Telecom Consumers Protection and

2.2 Survey Objectives

The objectives of this customer satisfaction survey are as follows:

1. To measure the level of satisfaction among customers with respect to:

 Provision of service (activation/ reactivation)

2.3 Survey Methodology