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West Bengal Survey Report (Quarter 2) on
Assessment of
(i) Implementation and Effectiveness of Telecom Consumers Protection and
Redressal of Grievances Regulations, 2007 and
(ii) Customer Perception of Service through Survey”
Submitted to:
TELECOM REGULATORY AUTHORITY OF INDIA
New Delhi
Submitted on:
31st January 2012
Submitted by:
Marketing & Development Research Associates
34-B, Community Centre, Saket, New Delhi-110 017
Phone: +91-11-26522244, 26522255; Fax: +91-11-26968282
Email: [email protected], Web: mdraonline.com
CONTENTS
S. No. Chapters Page No. Preface 1
Executive summary
1-7
2
Introduction
Background
8-9
3
Objective and methodology
Survey objectives
Survey methodology
Target/user segment
Sample design
Sample coverage and size
Service providers covered
Mode of interview and sample size covered
Customer profile by payment mode used
Methodology for calculating percentage of customer satisfied
Questionnaires development process
Methodology for calculating percentage of customer satisfied
Explanation of benchmarks
Definition of key terms used
10-23
4
Demographic Profile
24-32
5
Compliance report on the customer perception of service
Basic telephone service
Cellular mobile telephone service
Broadband service
33-38
6
Detailed report
Basic telephone service
Cellular mobile telephone service
Broadband service
39-81
7
Critical analysis
Basic telephone service
Cellular mobile telephone service
Broadband service
82-85
8
Recommendations (Quality of service)
Basic telephone service
Cellular mobile telephone service
Broadband service
86-88
9
Annexure (detailed tables)
Basic telephone service
Cellular mobile telephone service
Broadband service
89-255
10
Customer satisfaction survey questionnaires
Basic telephone service
Cellular mobile telephone service
Broadband service
256-273
Preface
Telecom Regulatory Authority of India (TRAI), the regulatory watch dog for the Quality of
Service (QoS) for the telecom services – Basic Telephone (Wire-line), Cellular Mobile
Telephone and Broadband has commissioned this survey.
The objective of the survey was to gauge the Quality of Services on the various parameters laid
down by TRAI and to assess the compliance of ‘Telecom Consumer Protection and Redressal
of Grievances Regulations, 2007’.
For this survey, the circles in East zone like, Kolkata, West Bengal (Including Andaman &
Nicobar and Sikkim but excluding Kolkata), Bihar (including Jharkhand), Orissa, Assam and
North East which includes Arunachal Pradesh, Meghalaya, Mizoram, Nagaland, Manipur and
Tripura were to be covered. These circles have to be surveyed twice in a year.
During the survey subscribers of Basic Telephone (Wire-line), Cellular Mobile Telephone and
Broadband Service were surveyed in urban and rural areas. For each service a structured
questionnaire was used to record the feedback of the subscribers. The feedback of the
subscribers was captured through face-to-face and telephonic/ email survey.
This report presents the findings of the survey conducted in West Bengal between 1st October,
2011 and 31st December, 2011.
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1. Executive summary
In the Third quarter (1st October to 31st December) of 2011, the customer satisfaction survey in
West Bengal circle was carried out.
Only one service provider in the basic wire-line (BSNL) is present in this circle. Survey was
conducted across 9 cities of West Bengal circle and 1211 customers were covered. All these
customers were postpaid customers.
A total of 10 cellular mobile service providers were covered in the survey which were present in
the West Bengal. Across the 6 cities of West Bengal circle, 6819 customers were covered, out
of which 6751 were prepaid customers and 68 were post paid customers.
During the survey, only one Broadband service provider (BSNL) was covered, which was
present in the West Bengal circle. Across the 9 cities of West Bengal circle, 1224 customers
were covered; all of them were postpaid customers.
The following feedback was obtained from the sample of customers:
1. Satisfaction on the Quality of Service parameters as lay down by TRAI, namely…
Provision of service (activation/ reactivation)
Billing performance
Help services including customer grievance redressal
Network performance, reliability and availability
Maintainability
Supplementary and value added service
Overall service quality
2. Awareness of the grievance redressal mechanism set up by service providers, based on
the regulations laid down by TRAI.
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1.1 KEY FINDINGS OF THE SURVEY
Performance of the service providers on QoS parameters is outlined below.
1.1A BASIC TELEPHONE SERVICE:
1.1A.1 Satisfaction with Overall Service Quality
On an overall basis, BSNL was able to meet the benchmark, however in the rural areas it
failed to meet the benchmark.
1.1A.2 Satisfaction with Provision of Service
On an overall basis, BSNL failed to meet the benchmark for this parameter.
1.1A.3 Satisfaction with Billing Performance-postpaid
On an overall basis, BSNL was not able to meet the benchmark in urban as well as rural
areas.
Performance in the rural areas was very low.
1.1A.4 Satisfaction with Help Services including Customer Grievance Redressal
On an overall basis, BSNL was not able to meet the benchmark in urban as well as rural
areas.
1.1A.5 Satisfaction with Network Performance, Reliability & Availability
On an overall basis, BSNL did not meet the benchmark for network performance, reliability
and availability.
1.1A.6 Satisfaction with Maintainability
On an overall basis, BSNL was not able to meet the benchmark in urban as well as rural
areas
Performance in the rural areas was very low.
1.1A.7 Satisfaction with Supplementary and Value Added Services
On an overall basis, BSNL was not able to meet the benchmark for this parameter.
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Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of
Grievances Regulations, 2007 among Basic Telephone Service Customers:
1.1A.8 Call Centre Number
On an overall basis, 86.5% of the customers were aware of the call centre number of
their service provider for making complaints/query.
On an overall basis, 37.8% of the customers who had complained said that they had
received a docket number for their complaints.
On an overall basis, 53% of all customers who had complained said that they did not
receive docket number for their complaints.
On an overall basis, 7.0% of all customers who had complained said that they received
the docket number for their complaints on request.
On an overall basis, 2.2% of all customers who had complained said that they did not
receive the docket number for their complaints even on request.
On an overall basis, 29.7% of the respondents said that call centre did inform them about
the action taken on their complaints.
On an overall basis, 18.9% of the customers said that their complaint was satisfactorily
solved by the call centre within 4 weeks after lodging the complaints.
1.1A.9 Nodal Officer
On an overall basis, only 0.4% of the respondents were aware of the contact details of the
Nodal officer.
On an overall basis, none of the respondents, who were aware about the Nodal Officer,
made any complaints to the Nodal officer.
1.1A.10 Appellate Authority
On an overall basis, none of the respondents were aware about the contact details of the
Appellate Authority.
1.1A.11 Other Service Benchmark
On an overall basis, 56.7% of the basic telephone service customers said that they
got the Manual of Practice containing the terms and conditions of service, toll free
number of call centre and contact detail of Nodal Officer & Appellate Authority for
complaint redressal etc., while subscribing to the new basic telephone connection.
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1.1B CELLULAR MOBILE SERVICE:
1.1B.1 Satisfaction with Overall Service Quality
On an overall basis, only Airtel, MTS, Rel Com and TTSL met the benchmark laid down by
TRAI.
1.1B.2 Satisfaction with Provision of Service
On an overall basis, all service providers met the benchmark laid down by TRAI.
1.1B.3 Satisfaction with Billing Performance - Postpaid
On an overall basis, only Idea and TTSL met the benchmark laid down by TRAI.
BSNL met the benchmark in urban areas only.
1.1B.4 Satisfaction with Billing Performance -Prepaid
On an overall basis, only Idea, Rel Com, TTSL and Vodafone met the benchmark laid
down by TRAI.
1.1B.5 Experience with Help Service including Customer Grievance Redressal
On an overall basis, none of the service providers met the benchmark laid down by TRAI.
1.1B.6 Satisfaction with Network Performance, Reliability & Availability
On an overall basis, none of the service providers met the benchmark laid down by TRAI.
1.1B.7 Satisfaction with Maintainability
On an overall basis, none of the service providers met the benchmark laid down by TRAI;
however Rel Com and TTSL met the benchmark in urban areas.
1.1B.8 Satisfaction with Supplementary and Value Added Services
On an overall basis, none of the service provider met the benchmark laid down by TRAI.
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Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of
Grievances Regulations, 2007 among Cellular Service Customers:
1.1B.9 Awareness about the toll free number of Call Centre
On an overall basis, 62.4% of all cellular mobile customers were aware about the
call centre number of their service provider to make complaint/ query.
On an overall basis, 22.2% of all cellular mobile customers said that they had complained
in the last 6 months to the toll free call centre/ customer care/ help-line telephone number.
On an overall basis, 56.4% of all the cellular mobile customers belonging to different
service providers said that they had received a docket number for their complaints.
On an overall basis, 32.4% of all the cellular mobile customers who had complained
said that they did not receive docket number for their complaints.
On an overall basis, 7.7% of all the cellular mobile customers who had complained said
that they received docket numbers for their complaints on request.
On an overall basis, 3% of all the cellular mobile customers who had complained said that
they did not receive docket numbers for their complaints even on request.
On an overall basis, 60.7% all the cellular mobile customers who had complained said
that they were informed about the action taken on their complaint by the call centre.
On an overall basis, 57.5% of the cellular mobile customers who had made billing
complaints said that they were satisfied with the resolution of their billing complaint by
call centre/customer care within four weeks after they lodged their complaint.
1.1B.10 Nodal Officer
On an overall basis, 1.2% of the cellular mobile customers were aware of the contact
details of the Nodal Officer.
On an overall basis, only 3 customers contacted Nodal Officer for making complaints.
Only 1 of them said that Nodal Officer intimated him about the decision taken on the
complaint.
Only 1 of them was satisfied with the decision taken by the Nodal Officer.
1.1B.11 Appellate Authority
Out of 6819 customers only 35 were aware of the contact details of the Appellate Authority.
Only 1 of them filed an appeal to the Appellate Authority.
1.1B.12 Other Service Benchmark
On an overall basis only 48.1% of the customers claimed to have got the Manual of
Practice.
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1.1C BROADBAND SERVICE:
1.1C.1 Satisfaction with Overall Service Quality
On an overall basis, BSNL was not able to meet the benchmark laid down by TRAI.
1.1C.2 Satisfaction with Provision of Service
On an overall basis, BSNL met the benchmark laid down by TRAI; however BSNL failed to
meet the benchmark in the rural areas.
1.1C.3 Satisfaction with Billing Performance -Postpaid
On an overall basis, BSNL met the benchmark laid down by TRAI.
1.1C.4 Experience with Help Services including Customer Grievance Redressal
On an overall basis, BSNL was not able to meet the benchmark laid down by TRAI.
1.1C.5 Satisfaction with Network Performance, Reliability & Availability
On an overall basis, BSNL was not able to meet the benchmark laid down by TRAI;
however performance in rural areas was somewhat better than in urban areas.
1.1C.6 Satisfaction with Maintainability:
On an overall basis, BSNL failed to meet the benchmark laid down by TRAI; however it met
the benchmark in the rural areas.
1.1C.7 Satisfaction with Supplementary and Value Added Services
On an overall basis, BSNL was able to meet the benchmark laid down by TRAI.
All the rural customers were satisfied with the supplementary and value added services.
Assessment of Implementation & Effectiveness of Consumer Protection and Redressal of
Grievances Regulations, 2007 among Broadband Service Customers
1.1C.8 Awareness about the toll free number of Call Centre
On an overall basis, 94.9% of broadband customers said that they were aware about the
call centre number of their service provider to make complaint/ query.
1.1C.9 Experience with Call Centre/ Customer Care/ Helpline
On an overall basis, 37% of all broadband customers said that they had complained in
the last 6 months to the toll free call centre/ customer care/ help-line telephone number.
On an overall basis, 52.5% of all broadband customers who had complained claimed that
they received a docket number for their complaints.
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On an overall basis, 44.8% of all broadband customers who had complained said
that they did not receive docket numbers for their complaints.
On an overall basis, 0.7% of all broadband customers who had complained said
that they received docket numbers on request.
On an overall basis, 1.1% of all broadband customers who had complained said that
they did not receive docket numbers even on request.
On an overall basis, 0.9% of all broadband customers who had complained said that
their complaint was refused to be registered.
On an overall basis, 8.6% the broadband customers who had complained said that they
were informed about the action taken on their complaints by the call centre.
On an overall basis, 59.4% of the broadband customers who had lodged complaints
said that they were satisfied with the system of resolving of their complaints by call
centre/ customer care/ helpline.
On an overall basis, only 5.1% of the customers who had made billing complaints said
that they were satisfied with the resolution of their billing complaints by call
centre/customer care within four weeks after they lodged their complaints.
1.1C.10 Experience with Nodal Officer
On an overall basis, only 2.9% of the broadband customers said that they were aware of
the contact details of the Nodal Officer.
On an overall basis, 31.4% of those customers who were aware of the Nodal Officer
had complained to the nodal officer regarding their complaints not being resolved or
unsatisfactorily resolved by the call center/customer care.
On an overall basis, 72.7% of the customers who complained to Nodal Officer were
intimated by the Nodal Officer about the decision taken on their complaints.
On an overall basis, 81.8% of the customers were satisfied with the redressal of the
complaint by the Nodal Officer.
Time taken by the Nodal Officer for the redressal of complaints was the main reason for
the dissatisfaction of customers.
1.1C.11 Experience with Appellate Authority
On an overall basis, only 0.7% of the broadband customers said that they were aware of
the contact details of the Appellate Authority.
None of broadband customers filed any appeal to the Appellate Authority.
1.1C.12 Other Service Benchmarks
On an overall basis, only 58.1% of the customers claimed to have got the Manual of
Practice.
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2. Introduction
2.1 Background
The Telecom Regulatory Authority of India (TRAI) was established under the Telecom
Regulatory Authority of India Act, 1997 as a statutory body. TRAI is responsible for regulating
telecommunications services and matters connected therewith. Its mission is to nurture the
conditions for growth of telecom, broadcasting and cable services in a manner and at a pace
that enables India to play a leading role in emerging global information society.
In this regard, TRAI has passed regulations on Quality of Service (QoS) of Basic & Cellular
Mobile Telephone (revised on 20th March, 2009), Quality of Service of Broadband Service
(2006) and on the Telecom Consumers & Redressal of Grievances (2007). These regulations
are applicable to all service providers of basic wire-line, cellular mobile and broadband service,
so that the service providers provide better services to their subscribers
The salient features of these regulations are listed below:
I. Each Telecom Operators would be required:
1. To set up 24x7 Toll Free Call Centre
2. To appoint one or more Nodal Officer in each licensed service area
3. To appoint one or more Appellate Authority in each licensed service area.
II. The information as above and also contact details of Nodal Officers and Appellate
Authority to be widely publicised in national and local newspaper, sales outlets, web-
site and back side of their Invoice/ Bills being sent to consumers.
III. Each operator will be required to publish abridged version of “Manual of Practices”
for their subscribers and also make available the same on their web-sites.
IV. The call centre, Nodal Officers and Appellate Authorities would follow the time lines
as given in TRAI regulations for redressal of the complaints
To determine the effectiveness of implementation of the QoS regulations, TRAI has initiated
the following survey:
(i) Assessment of Implementation and Effectiveness of Telecom Consumers Protection and
Redressal of Grievances Regulations, 2007
(ii) Customer Perception of Service through Survey
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For this survey, subscribers of Basic Telephone (Wire-line), Cellular Mobile Telephone and
Broadband Service were surveyed in urban and rural areas. For each service a structured
questionnaire was used to record the feedback of the subscribers. The feedback of the
subscribers was captured through face-to-face and telephonic/ email survey.
The survey was divided into four zones covering the following Telecom Circle/ Metro
Service Areas:
North Zone: Delhi, Jammu & Kashmir, Himachal Pradesh, Punjab, Haryana, Rajasthan, Uttar
Pradesh - East and Uttar Pradesh - West (including Uttarakhand). For cellular mobile telephone
service the service areas of Delhi includes Ghaziabad, Faridabad, Noida and Gurgaon.
South Zone: Chennai, Andhra Pradesh, Karnataka, Tamil Nadu (excluding Chennai) and Kerala.
West Zone: Mumbai, Maharashtra (including Goa but excluding Mumbai), Gujarat and Madhya
Pradesh (Including Chhattisgarh).
East Zone: Kolkata, West Bengal (Including Andaman & Nicobar and Sikkim but
excluding Kolkata), Bihar (including Jharkhand), Orissa, Assam and North East which includes
Arunachal Pradesh, Meghalaya, Mizoram, Nagaland, Manipur and Tripura.
With regard to the aforementioned survey, Marketing and Development Research Associates
has been commissioned by Telecom Regulatory Authority of India (TRAI) to conduct survey in
the East zone.
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3. Objectives and Survey Methodology
3.1 Survey Objectives
This survey has the following objectives:
(1) Implementation and Effectiveness of the Telecom Consumers Protection and
Redressal of Grievances Regulations, 2007 dated 4th May, 2007
TRAI through its Telecom Consumers Protection and Redressal of Grievances
Regulations, 2007 dated 4th May 2007, has specified a three-stage redressal
mechanism viz. Call Centre, Nodal Officer and Appellate Authority. The regulation
also insists for publications of a Manual of Practice for handling consumer
grievances by the service providers for the purpose of educating consumers and
prevention of their grievances. Through this survey among consumer of basic
telephone (wire-line), cellular mobile telephone and broadband service, TRAI intends
to assess Implementation and Effectiveness of the regulations.
(2) Customer Perception of Service
The Regulations on standards of quality of service of basic telephone service (wire-
line) and cellular mobile telephone service regulations, 2009 (7 of 2009) dated the
20th March 2009 and Quality of Service of Broadband Service Regulations, 2006 (11
of 2006) dated the 6th Oct. 2006 provide for benchmarks for the parameters on
customer perception of service to be achieved by service providers. Through this
survey TRAI wants to know the customer’s perception on the various quality of
service parameters laid down by them.
The parameters and benchmarks relating to customer perception of service for basic telephone
(wire-line), cellular mobile telephone and broadband service are given below:
(a) Basic Telephone (wire-line) Service and Cellular Mobile Telephone Service:
S. No. Name of Parameter Benchmark
(a) Customers satisfied with the provision of service > 90 %
(b) Customers satisfied with the billing performance > 95 %
(c) Customers satisfied with network performance, reliability and availability > 95 %
(d) Customers satisfied with maintainability > 95 %
(e) Customers satisfied with supplementary and value added services > 90 %
(f) Customers satisfied with help services including customer grievance redressal
> 90 %
(g) Customers satisfied with overall service quality > 90 %
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(b) Broadband Services:
S. No. Customer perception of service Benchmark
(i) % satisfied with the provision of service > 90 %
(ii) % satisfied with the billing performance > 90 %
(iii) % satisfied with help services > 90 %
(iv) % satisfied with network performance, reliability and availability > 85 %
(v) % satisfied with maintainability > 85 %
(vi) % satisfied Overall customer satisfaction > 85 %
(vii) % satisfied with Customer satisfaction with offered supplementary services
such as allocation of static / fixed IP addresses, email Ids etc. > 85 %
The parameters of customer perception of service have taken into account the following sub-
parameters:
1. Basic Telephone Service
Provision of Service
Time taken to provide customer with working telephone connection
Ease of understanding of all relevant information related to tariff plans & charges
Billing performance (Postpaid)
Timely delivery of bills
Accuracy and completeness of the bills
Process of resolution of billing complaints
Clarity of the bills in terms of transparency & understandability
Billing Performance (Prepaid)
Charges deducted for every call i.e. amount deducted on every usage
Resolution of billing complaints
Ease of recharging process and transparency of recharge offer
Help Services
Ease of access of call centre/customer care or helpline
Ease of getting an option for talking to a customer care executive
Response time taken to answer your call by a customer care executive
Problem solving ability of the customer care executive(s)
Time taken by call centre/customer care /helpline to resolve customer complaint
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Network Performance, Reliability and Availability Availability of working telephone (dial tone)
Ability to make or receive calls easily
Voice quality
Maintainability Fault repair service
Supplementary and Value Added Services
Quality of the supplementary services/ value added service provided
Overall Service Quality
Overall service quality of telephone service
2. Cellular Mobile Service
Provision of Service Process and time taken to activate the mobile connection, after you applied and
completed all formalities
Ease of understanding or with provision of all relevant information related to tariff
plans & charges
Billing Performance (Prepaid) Accuracy of charges for the services used such as call, SMS, GPRS etc.
Resolution of billing complaints
Ease of recharging process and the transparency of recharge offer
Billing performance (Postpaid) Timely delivery of bills
Clarity of the bills in terms of transparency & understandability
Accuracy and completeness of the bills
Process of resolution of billing complaints
Help Services Ease of access of call centre/customer care or helpline
Ease of getting an option for talking to a customer care executive
Response time taken to answer your call by a customer care executive
Problem solving ability of the customer care executive(s)
Time taken by call centre/customer care /helpline to resolve customer complaint
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Network Performance, Reliability and Availability
Availability of signal in customer locality
Ability to make or receive calls easily
Call drop during conversation
Voice quality
Maintainability Availability of signal
Restoration of network (signal) problems
Supplementary and Value Added Services Quality of the supplementary services / value added service provided
Process of activating value added services or the process of unsubscribing
Resolution of your complaint for deactivation of VAS & refund of charges levied
Overall Service Quality Overall quality of your mobile service
3. Broadband Service
Provision of Service Time taken to provide customer with broadband connection after registration and
payment of initial deposit by customer
Billing performance (Postpaid) Timely delivery of bills
Clarity of the bills in terms of transparency & understandability
Accuracy and completeness of the bills
Process of resolution of billing complaints
Billing Performance (Prepaid) Accuracy of bills i.e. amount deducted on every usage
Process of resolution of billing complaints
Help Services Ease of access of call centre/customer care or helpline
Ease of getting an option for talking to a customer care executive
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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
Speed of broadband connection
Amount of time for which service is up and working
Maintainability
Time taken for restoration of broadband connection
Supplementary Services
Process of activating value added services or the process of unsubscribing
Resolution of your complaint for deactivation of VAS & refund of charges levied
Overall Customer Satisfaction
Overall quality of broadband service
3.2 Survey Methodology
The survey was carried out among consumers of basic telephone (wire-line), cellular
mobile telephone and broadband service.
Following was the survey methodology:
In case of basic telephone (wire-line) and cellular mobile telephone, 50% of the
sample was covered through face-to-face personal interviews and the rest through
telephonic interviews. However, for broadband service at least 50% of the sample
was covered by face-to-face personal interviews, while up to 50% was covered
through e-mail/ telephonic interviews or by developing web based application.
In case of face-to-face personal interviews, both urban and rural areas were covered
A set of residential and commercial areas were pre-identified before the start of the
survey.
The respondents were selected randomly for face-to-face personal and telephonic
interviews.
It was ensured that the sample size was geographically spread, covering
respondents of different age groups, income levels, genders, religions, areas, users,
etc.
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The identity of respondents was recorded in the questionnaires and the signatures of
the customers who were surveyed through face-to-face personal interviews were
taken on the survey questionnaires.
Structured questionnaires were used to record the feedback of the respondents.
These questionnaires were prepared in consultation with TRAI.
The questionnaires were filled up using blue ballpoint pen only.
In case of the basic telephone and broadband survey in commercial segment, the
head/manager of the IT/MIS Department or the administration or accounts executive/
manager or whoever takes care of basic telephone or broadband service related
issues were interviewed. In case of unavailability of such person, the CEO/ MD/
owner of the firm were interviewed.
Only those respondents, who were of 18 years or above, were interviewed.
Actual users of basic telephone (wire-line) service or cellular mobile telephone
service or broadband service were interviewed.
During survey both prepaid and postpaid customers were covered. The sample size
was spread as per the approximate overall actual ratio of the prepaid and post-paid
subscribers.
Users of both GSM technology as well as CDMA technology were covered in the
survey.
Database of subscribers was obtained from the service providers for telephonic
survey.
3.3 Target Users/ Segment
Following segments were covered in the survey:
1. Residential users
Individual Residential Home
Apartments/ Society
2. Commercial users
Corporate Clients
IT/ Software Companies
Call Centers
BPO/ KPO
SME (Small and medium Enterprises)
Government offices
Industrial Units
Healthcare Facility Centers
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Multiplexes/ Malls
Hotels/ Restaurants
PCO ’s
Cyber Cafés
Shopkeepers/ Vendors
Universities & Schools
Institutes- Medical Colleges/ Engineering Colleges/ Computer
NGO’s
Small scale Shop-owners
Private Practitioners -Doctors/ Architects
Etc.
3.4 Sample Design
3.4.1 Basic Telephone (wire-line) Service:
The sample size was evenly spread over 5% (five per cent) of the exchanges of each
Basic Service Operators (BSOs) in the circle. The above stated 5% (five per cent)
exchanges were spread over 10% (ten per cent) of the Short Distance Charging
Areas (SDCA’s). The selection of SDCAs and exchanges was done in consultation
with the TRAI officials. The sample size was evenly spread through the selected
exchanges.
3.4.2 Cellular Mobile Telephone Service:
The sample for cellular mobile telephone service subscribers was evenly spread over
in 10% (ten per cent) of the district headquarters of a service area where the
services are commissioned. The 10% of the districts for survey were selected in
consultation with the TRAI officials. The sample size was evenly spread through the
selected district headquarters
3.4.3 Broadband Service:
The sample for broadband service subscribers was evenly spread over in the areas
served by 10% (ten per cent) of the Points of Presence (POPs) of each service
provider in each service area. The selection of BSNL’s SDCAs & exchanges and
POPs (private operators) were done in consultation with the TRAI officials.
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3.5 Sample Coverage and Size 3.5.1 Basic Telephone (Wire-line) Service:
BSNL: In West Bengal circle, there are 1302 exchanges and 74 SDCAs. For the
survey 66 exchanges and 9 SDCAs were covered. During the survey 44 urban
exchanges and 22 rural exchanges were covered
Note : We did not cover Reliance and TTSL as they did not have retail subscriber
base in this circle. Airtel is not present in this circle.
Service provider State SDCAs covered Sample Size Proposed
BSNL West Bengal
Berhampore
1200
Gangtok
Kharagpur
Malda
Siliguri
Champadanga
Coochbehar
Durgapur
Andaman
3.5.2 Cellular Mobile Telephone Service (including FWP):
In West Bengal circle, there are 26 district headquarters spread across West Bengal,
Sikkim and Andaman & Nicobar. 6 district headquarters were selected on the basis of
their geographical spread. Rural areas falling within 20 Kms radius of the district
headquarters were covered.
The sample for cellular mobile telephone service subscribers was evenly spread
across 6 selected district headquarters, where the services were commissioned.
During the survey, 10 service providers were covered in the circle.
Geographical coverage Cities covered
West Bengal
Darjeeling
Siliguri
Barddaman
Durgapur
Gangtok
Port Blair
Service providers Sample size Proposed
Aircel 600
Airtel 600
BSNL 1200
Idea 600
MTS 600
Reliance Communication 600
Reliance Telecom 600
TTSL 600
Uninor 600
Vodafone 600
Total 6600
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3.5.3 Broadband Service:
BSNL: In West Bengal circle, there are 1302 exchanges and 74 SDCAs. For the
survey 131 exchanges and 9 SDCAs were covered. During the survey 56 urban
exchanges and 75 rural exchanges were covered.
Service provider Circle SDCAs covered Sample size Proposed
BSNL West Bengal
Berhampore
1200
Gangtok
Kharagpur
Malda
Siliguri
Champadanga
Coochbehar
Durgapur
Andaman
3.6 Service Providers Covered
During the period (1st October to 31st December) of 2011, we conducted the survey in
West Bengal circle. The following service providers have been covered:
3.6.1 Basic Telephone (Wire-line) Service
1. Bharat Sanchar Nigam Limited (Referred as BSNL in the report)
Note: We did not cover Airtel, Reliance and Tata as either they did not have service in this
circle or have very low subscriber base.
3.6.2 Cellular (including FWP) Service
1. Aircel Limited (Referred as Aircel in the report)
2. Bharti Airtel Limited (Referred as Airtel in the report)
3. Bharat Sanchar Nigam Limited (Referred as BSNL in the report)
4. Idea Cellular Limited (Referred as Idea in the report)
5. Systema Shyam TeleServices Limited (Referred as MTS in the report)
6. Reliance communication (Referred as Rel Com in the report)
7. Reliance Telecom Limited (Referred as Rel Tel in the report)
8. Tata Teleservices Limited (Referred as TTSL in the report)
9. Uninor (Referred as Uninor in the report)
10. Vodafone Essar Mobile Services Limited ((Referred as Vodafone in the report)
3.6.3 Broadband Service
1. Bharat Sanchar Nigam Limited (Referred as BSNL in the report)
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3.7 Mode of Interview & Sample Size Covered
3.7.1 Basic Telephone Service (Wire-line)
For customer satisfaction survey of Basic Telephone Service subscribers, 58% of the
sample was covered with the help of face-to-face interviews while the balance
interviews were done on telephone. For rural subscribers, only face-to-face interviews
were done.
Service providers Face to face Telephonic Sample size Achieved
BSNL (West Bengal) 702 509 1211
Overall 702 509 1211
3.7.2 Cellular Mobile Service
For customer satisfaction survey of Cellular Mobile Telephone Service subscribers,
64% of the sample was covered with the help of face-to-face interviews while the
balance interviews were done on telephone.
Service providers Face to face Telephonic Overall sample
covered
Aircel 354 246 600
Airtel 411 243 654
BSNL 821 388 1209
Idea 401 222 623
MTS 377 230 607
Reliance communication 384 301 685
Reliance telecom 411 212 623
TTSL 383 217 600
Uninor 396 210 606
Vodafone 434 178 612
Overall 4372 2447 6819
3.7.3 Broadband Service
For customer satisfaction survey of Broadband Service customer, 66% of the sample
was covered through face-to-face interviews and up to 34% through a web-
based/Telephonic survey. For web- based survey we used our proprietary web-based
survey editor to host the survey on the Internet. After sending these invitations,
follow up phone calls were made to drive respondents to the survey.
Service providers Face to face Telephonic Sample size Achieved
BSNL 805 419 1224
Overall 805 419 1224
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3.8 Customer Profile by Payment Mode Used
3.8.1 Basic Telephone Service (Wire-line)
BSNL was covered in this circle. Across 9 SDCAs of the West Bengal circle, 1211
basic telephone service (Wire-line) postpaid subscribers were covered.
Service providers Prepaid Postpaid Sample size achieved
BSNL (West Bengal) 0 1211 1211
Overall 0 1211 1211
3.8.2 Cellular Mobile Service
A total of 10 cellular mobile telephone service providers present in the circle as of
date have been covered. Across 6 cities of the West Bengal circle, 6819 cellular
mobile service subscribers were covered. Of this sample, 6751 were prepaid
subscribers and 68 were postpaid subscribers.
Service providers Prepaid Postpaid Sample size Achieved
Aircel 600 0 600
Airtel 654 0 654
BSNL 1197 12 1209
Idea 575 48 623
MTS 607 0 607
Reliance communication 685 0 685
Reliance Telecom 623 0 623
TTSL 592 8 600
Uninor 606 0 606
Vodafone 612 0 612
Overall 6751 68 6819
3.8.3 Broadband Service
Only one broadband service provider present in the circle as of date was
covered. Across various exchanges /Points of Presence of the West Bengal
circle, 1224 broadband service subscribers were covered. All the respondents
were postpaid subscribers.
Service providers Prepaid Postpaid Sample size Achieved
BSNL 0 1224 1224
Overall 0 1224 1224
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3.9 Methodology for Calculating Percentage of Customer Satisfied
To measure the percentage of consumers satisfied on various QoS parameters a
simple addition method were applied by taking in to account the sum of consumer who
were either “Very satisfied” or “Satisfied” on particular parameter. Therefore, the
proportion of sum total of “Very Satisfied” and “Satisfied” consumers were taken out
from the total number of valid responses on the all questions of each of the broad
parameter.
Consumers satisfied are ascertained using the following formula(s):
CS = (A / N) *100
Where:
CS = % of satisfied consumers
A = (sum total of no. of subscribers who were “very satisfied” on each of the broad
parameter + sum total of no. of subscribers who were “satisfied” on each of the broad
parameter
N = Total sample size achieved
This implies that if all the subscribers are either “Very Satisfied” or “Satisfied” the operator
can get a rating of 100%. On the other hand, if all the subscribers are “Dissatisfied” or
“Very Dissatisfied”, the operator gets a score of 0%.
3.10 Questionnaires Development Process
Three types of questionnaires were developed for the customer satisfaction
survey in consultation with TRAI. These questionnaires included questions on
parameters of Customer Perception of Service and on Implementation and
Effectiveness of Telecom Consumer Protection and Redressal of Grievances
Regulations, 2007.
The questionnaires developed were for:
Basic Telephone Service (Wire-line)
Cellular Mobile Telephone Service
Broadband Service
3.11 Definition of Key Terms Used
Appellate Authority: It means one or more persons appointed as appellate
authority under regulation 10, by a service provider, falling in the clause (a) or clause
(b) of sub-regulation (3) of regulation.
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Basic Telephone Service (Wire-line): It covers collection, carriage, transmission
and delivery of voice or non-voice messages over licensee’s Public Switched
Telephone Network in the licensed service area and includes provision of all
types of services except those requiring a separate license.
Broadband Service: It means data connection
(1) Which is always on and is able to support interactive services including Internet
access.
(2) which has the capability of the minimum download speed of 256 kilo bits per
second (kbps) or such minimum download speed, as may be specified by the
licensor, from time to time, to an individual subscriber from the point of
presence of the service provider intending to provide Broadband service
where a multiple of such individual Broadband connections are aggregated and
the subscriber is able to access these interactive services including the internet
through the said point of presence.
(3) In which the interactive services shall exclude and services for which a
separate license is specifically required (such as real-time voice transmission)
except to the extent permitted, or, as may be permitted, under internet service
provider’s license with internet telephony.
(4) Which shall include such service or download speed or features, as may be
specified from time to time, by the licensor.
Call Centre: means a department or a section or a facility established under regulation 3
by the service provider, falling in clause (a) or clause (b) of the sub-regulation 3 of
regulation 1 for redressal of grievances of its consumer by telephone or electronic means
or by any other means.
Cellular Mobile Telephone Service: Means
(1) Telecommunication service provided by mean of a telecommunication
system for the conveyance of the message through the agency of wireless
telegraphy where every message that is conveyed thereby has been, or is to
be, conveyed by means of a telecommunication systems which is designed or
adapted to be capable of being used while in motion.
(2) Refers to transmission of voice or non-voice message over Licensee’s
Network in the real time but service does not cover broadcasting of any
messages, voice or non-voice, however, Cell Broadcast is permitted only to the
subscribers of the service.
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(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.
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4. Demographic Profile
4.1 Basic Telephone Service (Wire-line)
4.1.1 Gender Profile
Total
Urban
Rural
On an overall basis 85% of the respondents were male.
85%
15%
Male Female
85%
14%
Male Female
84%
16%
Male Female
Base=1211
Base=1058
Base=153
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4.1.2 Age Profile – Basic Wire-line
Total
Urban
Rural
On an overall basis 69% of the respondents were in the age group 35 and above.
5%
26%
35%
34%
Less than 25 yrs 25-34 yrs 35-44 yrs Above 45 yrs
5% 26%
33%
36%
Less than 25 yrs 25-34 yrs 35-44 yrs Above 45 yrs
3%
28%
43%
26%
Less than 25 yrs 25-34 yrs 35-44 yrs Above 45 yrs
Base=1211
Base=1058
Base=153
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4.1.3 Occupation Profile
Total
Urban
Rural
On an overall basis 79% of the respondents were either in service or self employed/
businessmen.
37%
42%
3% 13%
5%
Service Business/Self-employed
Student Housewife
Retired
38%
39%
3% 14%
6%
Service Business/Self-employed
Student Housewife
Retired
23%
62%
4% 8% 3%
Service Business/Self-employed
Student Housewife
Retired
Total=153
Total=1058
Base=1211
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4.2 Cellular Mobile Service
4.2.1 Gender Profile
Total
Urban
Rural
On an overall basis 86% of the respondents were male.
86%
14%
Male
Female
85%
15%
Male
Female
87%
13%
Male
Female
Total=6819
Total=5175
Total=1644
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4.2.2 Age Profile
Total
Urban
Rural
On an overall basis 65% of the respondents were below 35 years.
29%
36%
20%
15% Less than 25 Yrs
25-34 yrs
35-44 yrs
More than 45 yrs
28%
35%
20%
17% Less than 25 Yrs
25-34 yrs
35-44 yrs
More than 45 yrs
32%
38%
19%
11% Less than 25 Yrs
25-34 yrs
35-44 yrs
More than 45 yrs
Total=6819
Total=5175
Total=1644
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4.2.3 Occupation Profile
Total
Urban
Rural
On an overall basis 77% of the respondents were in service or self employed/
businessmen.
27%
50%
14% 8%
1% Service
Business/Selfemployed
Student
Housewife
Retired
29%
48%
13% 9%
1% Service
Business/Selfemployed
Student
Housewife
Retired
19%
56%
17% 7%
1% Service
Business/Selfemployed
Student
Housewife
Retired
Total=6819
Total=5175
Total=1644
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4.3 Broadband Service
4.3.1 Gender Profile
Total
Urban
Rural
On an overall basis 87% of the respondents were male
87%
13%
Male Female
86%
14%
Male Female
90%
10%
Male Female
Total=1224
Total=1090
Total=134
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4.3.2 Age Profile
Total
Urban
Rural
On an overall 65% of the respondents were in the age group of 25-45 years.
9%
30%
35%
26%
Less than 25 yrs 25-34 yrs 35-44 yrs More than 45 yrs
10%
29%
35%
27%
Less than 25 yrs 25-34 yrs 35-44 yrs More than 45 yrs
5%
42%
35%
18%
Less than 25 yrs 25-34 yrs 35-44 yrs More than 45 yrs
Total=1224
Total=1090
Total=134
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4.3.3 Occupation Profile
Total
Urban
Rural
On an overall basis 85% of the respondents were in service or self employed/
businessmen.
39%
46%
6% 5% 4%
Service Business/Self-employed
Student Housewife
Retired
37%
47%
7% 5% 4%
Service Business/Self-employed
Student Housewife
Retired
52% 40%
2% 2% 4%
Service Business/Self-employed
Student Housewife
Retired
Total=1224
Total=1090
Total=134
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5. COMPLIANCE REPORT ON THE CUSTOMER PERCEPTION OF SERVICE:
The compliance report has been presented, by using the following method:
The percentage of customer satisfied on various QoS parameters was derived by
using the methodology explained in section 3.9. According to this methodology the
total percentage of satisfied customer’s i.e. very satisfied and satisfied customers on
various QoS parameters has been taken into account. This methodology has been used
to derive the percentage of customer satisfied with QoS parameters for all the three
services i.e. Basic Telephone, Cellular Mobile and Broadband.
5.1 Basic Telephone Service
5.1.1 The following Table shows the percentage of satisfied customers on various service
QoS parameters.
Serv
ice p
rovid
ers
Base
%
sati
sfi
ed
w
ith
pro
vis
ion
o
f
serv
ice
% sati
sfi
ed
w
ith
billin
g
perf
orm
an
ce
%sati
sfi
ed
w
ith
th
e
help
serv
ices
inclu
din
g
cu
sto
mer
gri
evan
ce
red
ressal
%
sati
sfi
ed
w
ith
th
e
netw
ork
p
erf
orm
an
ce,
reliab
ilit
y a
nd
availab
ilit
y
%
sati
sfi
ed
w
ith
th
e
main
tain
ab
ilit
y
%
sati
sfi
ed
w
ith
th
e
su
pp
lem
en
tary
an
d valu
e
ad
ded
serv
ices
%
sati
sfi
ed
w
ith
th
e
overa
ll s
erv
ice q
uality
Po
st
paid
pre
pa
id
Benchmark >90% >95% >95% >90% >95% >95% >90% >90%
West Bengal circle
BSNL (Total) 1211 88 85 NA 60 87 70 65 91
BSNL (Urban) 1058 88 88 NA 60 87 71 72 92
BSNL (Rural) 153 87 64 NA 72 84 50 47 86
Note: Figures in green color represent those service providers, who have met the benchmarks.
On an overall basis BSNL met the benchmark only for overall quality of service.
In general performance of BSNL in rural areas was lower than in urban areas except for
help services.
On an overall basis, performance of BSNL was very low for help services, supplementary
& value added services and maintainability as compared to other parameters.
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5.1.2 The following table shows the percentage of customers who reported that their
telephone fault was repaired within 3 days.
Service providers Base
% customers
Benchmark: 3 days
West Bengal circle
BSNL (Total) 533 73.9
BSNL (Urban) 505 73.2
BSNL (Rural) 28 85.7
On an overall basis 73.9% of the customers, who experienced fault in their connection,
reported that the fault was repaired within 3 days.
5.1.3 The following table shows the percentage of customers who reported that
their telephone service was terminated within 7 days on request.
Service providers
Base % customers
Benchmark: 7 days
West Bengal circle
BSNL (Total) 3 100.0
BSNL (Urban) 1 100.0
BSNL (Rural) 2 100.0
On an overall basis, all the customers, who requested for termination their telephone
service, reported that their telephone connection was terminated within 7 days.
5.1.4 The following table shows the percentage of customers who reported that their
billing complaints were resolved by call centre within four weeks.
Service providers Base % customers
Benchmark: 4 Weeks
West Bengal circle
BSNL (Total) 185 18.9
BSNL (Urban) 166 17.5
BSNL (Rural) 19 31.6
On an overall basis only 18.9% of the customers, who made billing complaints, reported
that their billing complaint was resolved within 4 weeks
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5.2 Cellular Mobile Service
5.2.1 The following table shows the percentage of satisfied customers with various
QoS parameters of customer perception of service.
Service providers
Base
% s
ati
sfi
ed
wit
h p
rovis
ion
of
serv
ice
%
sati
sfi
ed
wit
h
billin
g
perf
orm
an
ce
%sati
sfi
ed
w
ith
th
e
help
serv
ices i
nclu
din
g c
usto
mer
gri
evan
ce r
ed
ressal
% s
ati
sfi
ed
wit
h t
he n
etw
ork
perf
orm
an
ce,
reliab
ilit
y
an
d
availab
ilit
y
%
sati
sfi
ed
w
ith
th
e
main
tain
ab
ilit
y
%
sati
sfi
ed
w
ith
th
e
su
pp
lem
en
tary
an
d
valu
e
ad
ded
serv
ices
% sati
sfi
ed
w
ith
th
e o
vera
ll
serv
ice q
uality
Po
st
paid
pre
paid
Benchmark >90% >95% >95% >90% >95% >95% >90% >90%
West Bengal circle
Aircel (Total) 600 98 NA 94 72 84 80 47 85
Aircel (Urban) 469 97 NA 94 69 88 84 46 90
Aircel (Rural) 131 99 NA 94 79 68 68 71 67
Airtel (Total) 654 97 NA 92 68 92 87 44 91
Airtel (Urban) 472 96 NA 92 68 92 85 51 93
Airtel (Rural) 182 98 NA 92 66 91 90 28 86
BSNL (Total) 1209 95 93 93 72 80 78 56 86
BSNL (Urban) 873 95 100 94 69 80 79 58 89
BSNL (Rural) 336 94 86 89 76 78 76 48 80
Idea (Total) 623 100 98 97 76 87 88 39 88
Idea (Urban) 474 100 98 97 78 88 90 38 90
Idea (Rural) 149 100 100 96 72 84 84 44 81
MTS (Total) 607 99 NA 94 73 86 85 46 90
MTS (Urban) 505 99 NA 93 73 85 85 45 91
MTS (Rural 102 99 NA 96 71 88 87 55 84
Rel Com(Total) 685 100 NA 96 75 90 94 32 90
Rel Com(Urban) 595 100 NA 96 76 91 95 34 92
Rel Com(Rural) 90 100 NA 95 69 86 86 26 82
Rel Tel (Total) 623 99 NA 93 70 86 87 55 82
Rel Tel (Urban) 438 99 NA 92 70 88 90 61 86
Rel Tel (Rural) 185 100 NA 95 69 81 81 13 73
TTSL(Total) 600 100 100 96 79 88 91 32 90
TTSL(Urban) 481 100 100 97 78 91 96 42 95
TTSL(Rural) 119 100 100 94 84 73 74 16 71
Uninor (Total) 606 98 NA 93 66 81 85 49 84
Uninor (Urban) 462 98 NA 93 71 83 88 53 88
Uninor (Rural) 144 100 NA 94 51 75 74 34 72
Vodafone(Total) 612 98 NA 96 74 91 87 51 88
Vodafone(Urban) 406 97 NA 95 70 92 86 53 90
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Service providers
Base
% s
ati
sfi
ed
wit
h p
rovis
ion
of
serv
ice
%
sati
sfi
ed
wit
h
billin
g
perf
orm
an
ce
%sati
sfi
ed
w
ith
th
e
help
serv
ices i
nclu
din
g c
usto
mer
gri
evan
ce r
ed
ressal
% s
ati
sfi
ed
wit
h t
he n
etw
ork
perf
orm
an
ce,
reliab
ilit
y
an
d
availab
ilit
y
%
sati
sfi
ed
w
ith
th
e
main
tain
ab
ilit
y
%
sati
sfi
ed
w
ith
th
e
su
pp
lem
en
tary
an
d
valu
e
ad
ded
serv
ices
% sati
sfi
ed
w
ith
th
e o
vera
ll
serv
ice q
uality
Po
st
paid
pre
paid
Benchmark >90% >95% >95% >90% >95% >95% >90% >90%
Vodafone(Rural) 206 99 NA 97 79 91 90 47 85
Overall (Total) 6819 98 97 94 72 86 86 48 87
Overall (Urban) 5175 98 99 94 73 87 87 52 90
Overall (Rural) 1644 98 91 94 72 82 81 33 79
Note: Figures in green color represent those service providers, who have met the
benchmarks.
On an overall basis, 87% of the cellular service customers were satisfied with the overall
quality of their service providers.
All the service providers met the benchmark for the provision of service.
The survey reveals that a lower proportion of customers were satisfied on parameters
such as supplementary and value added services and helps services.
On an overall basis, Rel Com and TTSL met the benchmarks for three parameters
namely, provision of service, billing performance and overall quality of service.
On an overall basis none of the service providers met the benchmark for parameters which
includes help services including customer grievance redressal, network performance
reliability & availability, maintainability and supplementary and value added services.
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5.2.2 The following table shows the percentage of customers who reported that their
billing complaints were resolved by call centre within four weeks.
Service providers Base % customer
Benchmark: four weeks
West Bengal circle
Aircel
Total 119 31.9
Urban 86 37.2
Rural 33 18.2
Airtel
Total 124 33.1
Urban 83 31.3
Rural 41 36.6
BSNL
Total 142 56.3
Urban 112 60.7
Rural 30 40.0
Idea
Total 120 65.8
Urban 87 72.4
Rural 33 48.5
MTS
Total 143 39.9
Urban 119 38.7
Rural 24 45.8
Rel Com
Total 247 77.7
Urban 221 84.2
Rural 26 23.1
Rel. Tel.
Total 266 72.6
Urban 231 78.8
Rural 35 31.4
TTSL
Total 126 67.5
Urban 96 75.0
Rural 30 43.3
Uninor
Total 126 42.1
Urban 84 45.2
Rural 42 35.7
Vodafone
Total 102 52.0
Urban 60 50.0
Rural 42 54.8
Overall
Total 1515 57.5
Urban 1179 63.0
Rural 336 38.1
On an overall basis, 57.5% of the cellular customers, who made billing complaints to
the call centre, reported that their complaints were resolved within 4 weeks after they
lodged their complaints.
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5.3 Broadband Service
5.3.1 The following table shows the percentage of satisfied customers on various
service parameters S
erv
ice p
rovid
ers
Base
%
sati
sfi
ed
w
ith
p
rovis
ion
o
f
serv
ice
%
sati
sfi
ed
wit
h
billin
g
perf
orm
an
ce
%sati
sfi
ed
wit
h t
he h
elp
serv
ices
inclu
din
g
cu
sto
mer
gri
evan
ce
red
ressal
%
sati
sfi
ed
w
ith
th
e
netw
ork
perf
orm
an
ce,
reliab
ilit
y
an
d
availab
ilit
y
%
sati
sfi
ed
w
ith
th
e
main
tain
ab
ilit
y
%
sati
sfi
ed
w
ith
th
e
su
pp
lem
en
tary
an
d v
alu
e a
dd
ed
serv
ices
%
sati
sfi
ed
w
ith
th
e
overa
ll
serv
ice q
uality
Po
st
paid
pre
paid
Benchmark >90% >90% >90% >90% >85% >85% >85% >85%
West Bengal circle
BSNL (Total) 1224 91 92 NA 57 64 83 99 82
BSNL (Urban) 1090 93 92 NA 57 62 82 99 82
BSNL (Rural) 134 78 92 NA 52 74 90 100 79
Note: Figures in green color represent those parameters, where service providers have met
the benchmarks.
On an overall basis, BSNL met the benchmark for provision of service, billing performance
and supplementary and value added services.
Apart from the above, BSNL met the benchmark for the maintainability in the rural areas.
5.3.2 The following table shows the percentage of customers who reported that their
billing complaints were resolved by call centre within four weeks.
On an overall basis, 5.1% of the customers, who made complaints, reported that their
complaints were resolved within 4 weeks.
Service providers Base % customer
Benchmark: within 4 Weeks
West Bengal circle
BSNL
Total 453 5.1
Urban 441 4.3
Rural 12 33.3
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6 Detailed Report:
6A.1 Basic Telephone Service (Wire-line) – West Bengal Circle
6A.1.1 Customer satisfaction with Provision of Service
6A.1.1.1 The following graph shows the percentage of satisfied customers with provision
of service with break-up for the urban and rural customers separately.
[BENCHMARK ≥90%]
On an overall basis, BSNL failed to meet the benchmark.
6A.1.2 Customer Satisfaction with Billing Performance among Postpaid Customers
6A.1.2.1The following graph shows the percentage of satisfied customers with respect
to billing performance among postpaid customers.
[BENCHMARK ≥95%]
On an overall basis BSNL did not meet the benchmark (95%) laid down by the TRAI in
both Urban and Rural areas.
88 88 88 88 87 87
0102030405060708090
100
BSNL Overall
Total Urban Rural Benchmark
85 85 88 88
64 64
0102030405060708090
100
BSNL Overall
Total Urban Rural Benchmark
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6A.1.2.2 The following table shows the percentage of satisfied customers with the different
sub-parameters of the billing performance.
Service providers
% postpaid customers
Base Timely delivery of
bills
Accuracy of the bills
Processing of resolution of
the billing complaints
Clarity of bills in terms of
transparency and understandability
BSNL
Total 80.7 88.9 58.0 90.1 1211
Urban 83.1 92.5 57.7 93.5 1058
Rural 63.4 64.1 61.5 66.0 153
Both in urban and rural areas, customers were less satisfied with the process of resolution
of the billing complaints and timely delivery of bills.
Rural customers were less satisfied with all the sub-parameters related to billing
performance.
6A.1.3 Customer Satisfaction with Help Services including customer grievance redressal
6A.1.3.1 The following graph shows the percentage of customers satisfied with help
services including customer grievance redressal.
[BENCHMARK ≥90%]
On an overall basis, BSNL did not meet the benchmark laid down by TRAI.
60 60 60 60
72 72
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6A.1.3.2 The following table shows the percentage of customers satisfied with sub-
parameters of help services including customer grievance redressal.
Service providers
% customers
Base
Ease of access of
call centre/customer care or helpline
Ease of getting an option for talking to customer
care executive
Response time taken to answer your calls by the customer
care executive
Problem solving
ability of the customer
care executive(s)
Time taken by call
centre/customer care or helpline to
resolve your complaints
BSNL
Total 47.2 47.2 55.9 72.7 78.0 472
Urban 46.1 46.6 54.5 72.9 78.0 451
Rural 71.5 61.9 85.8 66.7 76.2 21
Most of the customers were not satisfied with all the sub-parameters related to the help
services.
Performance of BSNL on ease of access of call centre, ease of getting an option for
talking to customer care executive and response time taken to answer calls was even
lower compared to other two sub-parameters of the help services.
6A.1.4 Customer Satisfaction with Network Performance, Reliability & Availability
6A.1.4.1 The following graph shows the percentage of satisfied customers with
network performance, reliability & availability.
[BENCHMARK ≥95%]
On an overall basis, BSNL was not able to meet the benchmark set by TRAI.
87 87 87 87 84 84
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6A.1.4.2 The following table shows the percentage of customers satisfied with sub-
parameters of network performance, reliability & availability.
Service providers
% customers
Base
Availability of working telephone
(Dial tone)
Ability to make/receive calls
easily Voice quality
BSNL
Total 85.9 87.0 87.1 1211
Urban 86.0 87.5 87.7 1058
Rural 84.9 83.6 83.0 153
Performance of BSNL was low on all the sub-parameters of network performance,
reliability & availability.
6A.1.5 Customer Satisfaction with Maintainability
6A.1.5.1 The following graph shows the percentage of customers satisfied with
maintainability.
[BENCHMARK ≥95%]
BSNL did not meet the benchmark for maintainability laid down by TRAI.
On an overall basis, only 70% of the respondents were satisfied with maintainability. Only
50% of the rural customers were satisfied with maintainability.
70 70 71 71
50 50
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6A.1.6 Customer Satisfaction with Supplementary and Value Added Services
6A.1.6.1 The following graph shows the percentage of customers satisfied with
supplementary and value added services.
[BENCHMARK ≥90%]
On an overall basis, BSNL did mot meet the benchmark laid down by TRAI.
Performance of BSNL in the rural areas was lower than in urban areas.
6A.1.7 Customer Satisfaction with Overall Service Quality
6A.1.7.1 The following graph shows the percentage of customers satisfied with overall
service quality.
[BENCHMARK ≥90%]
On an overall basis BSNL met the benchmark laid down by TRAI. However, it failed to
meet the benchmark in rural areas.
65 65 72 72
47 47
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
91 91 92 92 86 86
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6A.2 Awareness of Grievance Redressal Mechanism & Experience among Basic
Telephone Service subscribers
6A.2.1 Awareness and experience with Call Centre
Table 6A.2.1.1 The following table shows the percentage of customers aware about the
call centre number of their service provider to make complaint/ query
Service providers % customers Base
BSNL
Total 86.5 1211
Urban 89.1 1058
Rural 68.6 153
On an overall basis, 86.5% of the basic telephone service customers were aware about
the call centre number of their service provider to make complaint/ query.
Table 6A.2.1.2 The following table shows the percentage of customers who made
complaint within 6 months on the call centre number of their service provider
Service providers % customers Base
BSNL
Total 15.3 1211
Urban 15.7 1058
Rural 12.4 153
In the last 6 months, only 15.3% of the customers made complaint on the toll free
number of customer care of their service provider.
6A.2.1.3 The following table shows the percentage of customers who received or did
not receive docket numbers for their complaints.
Service providers
% customers
Base
Complaint was
registered and docket
number Received
Complaint was
registered and docket number not
Received
Complaint was
registered and docket
number provided on
request
Complaint was registered and docket number
not provided even on request
Refused to register the complaint
BSNL
Total 37.8 53.0 7.0 2.2 0.0 185
Urban 39.2 51.8 6.6 2.4 0.0 166
Rural 26.3 63.2 10.5 0.0 0.0 19
On an overall basis 37.8% of the customers who had complained said that they had
received a docket number for their complaints.
On an overall basis 53% of all customers who had complained said that they did not
receive docket number for their complaints.
On an overall basis 7% of all customers who had complained said that they received the
docket number for their complaints on request.
On an overall basis 2.2% of all customers said that they did not received docket number
for their complaints even on request.
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6A.2.1.4 The following table shows the percentage of customers who were informed about
the action taken on their complaint by call centre.
Service providers % customers Base
BSNL
Total 29.7 185
Urban 27.7 166
Rural 47.4 19
On an overall basis, only 29.7% customers, who had complained, said that they were
informed about the action taken on their complaint by call centre.
6A.2.1.5 The following table shows the percentage of customers who got their billing
complaints resolved satisfactorily by call centre/customer care within four weeks.
Service providers % customers Base
BSNL
Total 18.9 185
Urban 17.5 166
Rural 31.6 19
On an overall basis, 18.9% of the customers, who had made billing complaints, said that
they were satisfied with the resolution of their billing complaints by call centre/ customer
care within four weeks after they lodged their complaints.
6A.2.2 Awareness and experience of Nodal Officer
Table 6A.2.2.1 The following table shows the percentage of customers who were aware
about contact details of nodal officer.
Service providers % customers Base
BSNL
Total 0.4 1211
Urban 0.4 1058
Rural 0.7 153
On an overall basis, only 0.4% of the customers were aware about the contact details of
the Nodal Officer.
None of the customers who were aware of the contact details of the Nodal Officer made
any complaints to the Nodal Officer.
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6A.2.3 Awareness and experience of Appellate Authority
Table 6.2.3.1The following table shows the percentage of customers who were aware about
the contact details of the Appellate Authority.
Service providers % customers Base
BSNL
Total 0.0 1211
Urban 0,0 1058
Rural 0.0 153
On an overall basis, none of the customers were aware about the contact details of the
Appellate Authority.
6A.2.4 General Information
Table 6A.2.4.1 The following table shows the percentage of the customers who got the
Manual of Practice containing the terms and conditions of service, toll free number of
call centre and contact detail of Nodal Officer & Appellate Authority for complaint
redressal etc., while subscribing to the new basic telephone connection.
Service providers % customers Base
BSNL
Total 56.7 1211
Urban 59.1 1058
Rural 40.5 153
On an overall basis, only 56.7% of the basic telephone service customers said that
they got the Manual of Practice containing the terms and conditions of service, toll free
number of call centre and contact detail of Nodal Officer & Appellate Authority for
complaint redressal.
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6B.1 Cellular Mobile Service – West Bengal circle
Customer Satisfaction Survey in the West Bengal circle was done among customers of
10 Cellular Mobile Service providers i.e. Aircel, Airtel, BSNL, Idea, MTS, Rel Com, Rel Tel,
TTSL, Uninor and Vodafone.
6B.1.1 Customer Satisfaction with Provision of Service
6B.1.1.1 The following graph shows the percentage of customers satisfied with the
provision of service.
[BENCHMARK≥90%]
On an overall basis, all service providers met the benchmark laid down by TRAI.
98
97
95
10
0
99
10
0
99
10
0
98
98
98
97
96
95
10
0
99
10
0
99
10
0
98
97
98
99
98
94
10
0
99
10
0
10
0
10
0
10
0
99
98
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.1.2a Customer Satisfaction with Billing Performance among Postpaid Customers
6B.1.2a.1 The following graph shows the percentage of satisfied postpaid customers
with billing performance.
[BENCHMARK≥95%]
On an overall basis, Idea and TTSL met the benchmark laid down by TRAI.
BSNL met the benchmark in the urban areas.
.
93
98
10
0
97
10
0
98
10
0
99
86
10
0
10
0
91
0
10
20
30
40
50
60
70
80
90
100
BSNL Idea TTSL Overall
Total Urban Rural Benchmark
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6B.1.2a.2The following table shows the percentage of postpaid customers satisfied with
sub- parameter of billing performance.
Service providers
% postpaid customers
Base Timely delivery of bills
Accuracy of the bills
Processing of resolution of
the billing complaints
Clarity of bills in terms of
transparency and understandability
BSNL
Total 100.0 91.7 60.0 100.0 12
Urban 100.0 100.0 100.0 100.0 6
Rural 100.0 83.3 33.3 100.0 6
Idea
Total 100.0 93.8 100.0 100.0 48
Urban 100.0 93.3 100.0 100.0 45
Rural 100.0 100.0 NA 100.0 3
TTSL
Total 100.0 100.0 100.0 100.0 8
Urban 100.0 100.0 100.0 100.0 7
Rural 100.0 100.0 NA 100.0 1
Overall
Total 100.0 94.1 93.9 100.0 68
Urban 100.0 94.8 100.0 100.0 58
Rural 100.0 90.0 33.3 100.0 10
BSNL customers were less satisfied with the processing of resolution of billing
complaints.
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6B.1.2b Customer Satisfaction with Billing Performance - Prepaid
6B.1.2b.1 The following graph shows the percentage of prepaid customers satisfied
with billing performance.
[BENCHMARK≥95%]
On an overall basis only Idea, Rel Com, TTSL and Vodafone met the benchmark laid
down by TRAI.
Apart from the above, MTS and Rel Tel met the benchmark in the urban areas.
94
92
93
97
94
96
93
96
93
96
94
94
92
94
97
93
96
92
97
93
95
94
94
92
89
96
96
95
95
94
94
97
94
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.1.2b.2The following table shows the percentage of prepaid customers satisfied with
sub- parameters of billing performance.
Service providers
% prepaid customers
Accuracy of the charges
Processing of resolution of the
billing complaints
Ease of recharging
process Base
Aircel
Total 96.2 65.3 96.7 600
Urban 95.3 71.3 96.2 469
Rural 99.3 44.4 98.5 131
Airtel
Total 93.7 72.3 94.8 654
Urban 93.5 76.6 94.5 472
Rural 94.5 61.1 95.6 182
BSNL
Total 93.5 67.2 94.8 1197
Urban 94.5 73.6 96.2 867
Rural 90.9 52.5 90.9 330
Idea
Total 99.8 83.0 97.3 575
Urban 99.8 86.4 97.2 429
Rural 100.0 68.9 97.2 146
MTS
Total 97.1 77.8 95.1 607
Urban 96.6 78.8 94.5 505
Rural 99.1 72.0 98.0 102
Rel Com
Total 99.4 78.0 99.3 685
Urban 99.3 79.8 99.4 595
Rural 100.0 62.5 98.9 90
Rel Tel
Total 97.6 58.5 99.2 623
Urban 96.8 60.8 98.9 438
Rural 99.4 48.6 100.0 185
TTSL
Total 99.0 71.4 99.1 592
Urban 99.0 76.0 99.4 474
Rural 99.2 56.6 98.3 118
Uninor
Total 94.7 64.3 97.4 606
Urban 93.5 67.9 97.4 462
Rural 98.6 53.6 97.3 144
Vodafone
Total 97.1 72.4 98.7 612
Urban 95.8 76.8 98.1 406
Rural 99.5 63.9 100.0 206
Overall
Total 96.5 71.5 97.0 6751
Urban 96.4 75.1 97.0 5117
Rural 97.2 58.0 96.7 1634
Process of resolution of billing complaints was major reason for dissatisfaction among
respondents.
Rel Tel was the worst performer among all the service providers for process of resolution
of billing complaints.
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6B.1.3 Customer Satisfaction with Help Services including customer grievance redressal
6B.1.3.1 The following graph shows the percentage of customers satisfied with help
services including customer grievance redressal.
[BENCHMARK≥90%]
On an overall basis, none of the service providers met the benchmark laid down by TRAI.
Uninor was the worst performer on this parameter.
72
68
72
76
73
75
70
79
66
74
72
69
68
69
78
73
76
70
78
71
70
73
79
66
76
72
71
69
69
84
51
79
72
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.1.3.2 The following table shows the percentage of customers satisfied with
sub- parameters of Help Services including customer grievance redressal.
Service providers
% customers
Base
Ease of access of
call centre/customer care or
helpline
Ease of getting an option for talking to customer
care executive
Response time taken to answer your calls by the customer
care executive
Problem solving
ability of the customer
care executive(s)
Time taken by call
centre/customer care or helpline to
resolve your complaints
Aircel
Total 69.5 70.9 72.4 74.3 73.3 210
Urban 66.4 68.5 68.5 71.3 69.9 143
Rural 76.1 76.1 80.6 80.6 80.6 67
Airtel
Total 64.6 68.1 65.0 70.9 69.1 220
Urban 63.2 70.2 64.6 72.2 72.2 144
Rural 67.1 64.5 65.8 68.4 63.2 76
BSNL
Total 61.3 72.9 72.8 73.7 77.4 243
Urban 52.7 72.7 71.3 70.6 77.3 150
Rural 75.3 73.1 75.3 78.5 77.4 93
Idea
Total 76.6 76.7 79.7 79.3 68.2 227
Urban 78.0 78.0 82.8 82.2 67.3 168
Rural 72.9 72.9 71.2 71.2 71.2 59
MTS
Total 67.6 68.4 69.6 78.7 80.7 244
Urban 67.0 68.0 69.4 80.1 82.5 206
Rural 71.1 71.1 71.1 71.1 71.1 38
Rel Com
Total 60.8 61.1 84.7 86.0 84.1 301
Urban 59.4 59.8 87.2 88.6 86.4 264
Rural 70.3 70.3 67.6 67.6 67.6 37
Rel Tel
Total 62.9 63.0 73.8 74.5 73.5 302
Urban 60.6 61.1 75.5 76.4 75.4 216
Rural 68.6 67.4 69.7 69.8 68.6 86
TTSL
Total 70.1 73.6 84.0 84.4 84.4 224
Urban 65.7 70.4 83.8 84.9 84.3 172
Rural 84.6 84.6 84.6 82.7 84.6 52
Uninor
Total 69.4 61.6 65.3 64.1 68.5 245
Urban 76.5 66.1 70.4 67.2 73.2 183
Rural 48.4 48.4 50.0 54.8 54.8 62
Vodafone
Total 73.3 74.3 70.3 75.3 75.2 202
Urban 69.2 70.9 64.1 72.7 71.8 117
Rural 78.9 78.8 78.8 78.8 80.0 85
Overall
Total 67.1 68.6 74.1 76.3 75.7 2418
Urban 65.6 67.8 74.9 77.5 77.0 1763
Rural 71.5 70.7 71.7 72.8 72.2 655
On an overall basis, all the service providers’ performance was low on all the sub-
parameters of the help services.
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6B.1.4 Customer Satisfaction with Network Performance, Reliability & Availability
6B.1.4.1 The following graph shows the percentage of satisfied customers with
network performance, reliability & availability.
[BENCHMARK≥95%]
On an overall basis, none of the service providers met the benchmark laid down by TRAI.
On an overall basis, performance of most of the service providers was low in rural areas as
compared to urban areas.
84
92
80
87
86
90
86
88
81
91
86
88
92
80
88
85
91
88
91
83
92
87
68
91
78
84
88
86
81
73
75
91
82
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.1.4.2 The following table shows the percentage of customers satisfied with
sub- parameters of network performance, reliability & availability.
Service providers
% customers
Availability of signal of your service provider in
your locality
Ability to make/receive calls easily
Voice quality Base
Aircel
Total 83.1 83.5 84.0 600
Urban 87.4 88.0 88.1 469
Rural 67.9 67.1 69.4 131
Airtel
Total 91.1 91.2 93.3 654
Urban 91.1 91.3 93.8 472
Rural 91.2 90.6 91.8 182
BSNL
Total 80.7 82.2 76.5 1209
Urban 79.7 82.0 79.3 873
Rural 83.4 82.5 69.1 336
Idea
Total 85.6 88.5 88.3 623
Urban 86.0 89.7 89.4 474
Rural 83.9 84.6 84.6 149
MTS
Total 83.9 87.8 85.3 607
Urban 83.0 87.7 84.7 505
Rural 88.2 88.2 88.2 102
Rel Com
Total 82.5 94.1 93.7 685
Urban 81.9 95.3 95.0 595
Rural 86.7 86.7 85.5 90
Rel. Tel
Total 82.2 87.3 87.2 623
Urban 82.8 90.0 89.7 438
Rural 80.6 81.1 81.0 185
TTSL
Total 81.5 90.8 90.9 600
Urban 83.6 95.2 95.2 481
Rural 73.1 73.1 73.1 119
Uninor
Total 79.7 84.3 79.2 606
Urban 81.2 86.8 80.8 462
Rural 75.0 76.4 74.3 144
Vodafone
Total 91.0 92.0 91.1 612
Urban 91.4 92.2 91.4 406
Rural 90.3 91.8 90.8 206
Overall
Total 83.8 87.7 86.2 6819
Urban 84.3 89.3 88.1 5175
Rural 82.6 82.7 79.9 1644
On an overall basis, all the service providers’ performance was low on all the sub-
parameters of the network performance, reliability and availability. However Airtel and
Vodafone performed better than other service providers.
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6B.1.5 Customer Satisfaction with Maintainability
6B.1.5.1 The following graph shows the percentage of customers satisfied
with maintainability.
[BENCHMARK≥95%]
On an overall basis, none of the service providers met the benchmark laid down by TRAI.
Rel Com and TTSL met the benchmark in the urban areas.
BSNL was the worst performer.
80
87
78
88
85
94
87
91
85
87
86
84
85
79
90
85
95
90
96
88
86
87
68
90
76
84
87
86
81
74
74
90
81
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.1.5.2 The following table shows the percentage of customers satisfied with
sub- parameters of maintainability.
Service providers
% postpaid customers
Base Availability of network (signal)
Restoration of network (signal) problem
Aircel
Total 80.3 80.4 600
Urban 83.8 83.8 469
Rural 67.9 68.0 131
Airtel
Total 86.0 87.1 654
Urban 84.7 85.8 472
Rural 89.5 90.7 182
BSNL
Total 81.3 75.6 1209
Urban 81.2 77.5 873
Rural 81.6 70.6 336
Idea
Total 87.8 88.9 623
Urban 89.0 90.5 474
Rural 83.9 83.9 149
MTS
Total 84.3 85.7 607
Urban 83.8 85.6 505
Rural 87.3 86.3 102
Rel Com
Total 93.9 94.0 685
Urban 95.1 95.3 595
Rural 85.5 85.5 90
Rel. Tel
Total 87.1 87.6 623
Urban 89.8 90.2 438
Rural 81.1 81.6 185
TTSL
Total 91.2 91.2 600
Urban 95.6 95.5 481
Rural 73.1 74.0 119
Uninor
Total 84.5 85.8 606
Urban 87.6 89.3 462
Rural 74.3 74.3 144
Vodafone
Total 87.6 86.9 612
Urban 86.2 85.3 406
Rural 90.3 90.3 206
Overall
Total 86.0 85.5 6819
Urban 87.4 87.3 5175
Rural 81.9 79.9 1644
Performance of Rel Com was better than all other service providers with the sub-
parameters of maintainability.
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6B.1.6 Customer Satisfaction with Supplementary and Value Added Services
6B.1.6.1The following graph shows the percentage of customers satisfied with
supplementary and value added services.
[BENCHMARK≥90%]
On an overall basis, none of the service provider was able to meet the benchmark set by
TRAI.
TTSL and Rel Com were the worst performers.
47
44
56
39
46
32
55
32
49
51
48
46
51
58
38
45
34
61
42
53
53
52
71
28
48
44
55
26
13
16
34
47
33
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.1.6.2 The following table shows the satisfaction level of the customers with the different
sub-parameters of the supplementary and value added services.
% customers
Service providers Quality Of
Supplementary Services
Process Of Activating VAS
Or Unsubscribing
Resolution of complaints
Base
Aircel
Total 47.8 56.8 37.7 44
Urban 46.5 55.8 35.4 43
Rural 100.0 100.0 60.0 1
Airtel
Total 50.7 48.1 30.9 77
Urban 58.2 56.3 34.1 55
Rural 31.8 27.3 25.0 22
BSNL
Total 52.7 61.3 48.4 93
Urban 51.4 64.9 56.0 74
Rural 57.9 47.4 16.7 19
Idea
Total 44.4 63 13.3 27
Urban 40.9 59.1 16.7 22
Rural 60.0 80.0 0.0 5
MTS
Total 51.3 46.2 40.0 39
Urban 50.0 44.5 40.0 36
Rural 66.6 66.6 40.0 3
Rel Com
Total 46.7 40.0 26.6 15
Urban 55.5 55.5 26.4 9
Rural 33.3 16.7 27.3 6
Rel. Tel
Total 30.7 72.7 64.5 150
Urban 33.4 80.0 74.3 135
Rural 6.7 6.7 21.7 15
TTSL
Total 35.7 39.3 21.4 28
Urban 52.9 52.9 21.1 17
Rural 9.1 18.2 22.2 11
Uninor
Total 59.2 51.9 28.6 81
Urban 67.2 56.3 24.3 64
Rural 29.4 35.3 36.9 17
Vodafone
Total 58.7 56.0 25.7 75
Urban 60.4 56.6 23.8 53
Rural 54.5 54.5 27.8 22
Overall
Total 47.0 57.8 38.5 629
Urban 49.4 63.0 42.1 508
Rural 37.2 36.4 27.0 121
Customers of all service providers were less satisfied on account of all the sub-
parameters of the supplementary and value added services.
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6B.1.7 Customer satisfied with overall service quality
6B.1.7.1 The following graph shows the percentage of customers satisfied with the overall
service quality
[BENCHMARK≥90%]
On an overall basis, only Airtel, MTS, Rel Com and TTSL were able to meet the
benchmark laid down by TRAI.
Performance in the rural areas was lower than in the urban areas.
85
91
86
88
90
90
82
90
84
88
87
90
93
89
90
91
92
86
95
88
90
90
67
86
80
81
84
82
73
71
72
85
79
0
10
20
30
40
50
60
70
80
90
100
Total Urban Rural Benchmark
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6B.2 Awareness of Grievance Redressal Mechanism & Experience among Cellular
Mobile Service subscribers
6B.2.1 Awareness and experience of Call Centre
Table 6B.2.1.1 The following table shows the percentage of customers aware about the call
centre number of their service provider to make complaint/ query.
Service providers % customers Base
Aircel
Total 65.2 600
Urban 62.0 469
Rural 76.3 131
Airtel
Total 62.7 654
Urban 60.0 472
Rural 69.8 182
BSNL
Total 71.2 1209
Urban 76.3 873
Rural 58.0 336
Idea
Total 52.2 623
Urban 42.6 474
Rural 82.6 149
MTS
Total 62.6 607
Urban 58.8 505
Rural 81.4 102
Rel Com
Total 43.8 685
Urban 38.8 595
Rural 76.7 90
Rel. Tel
Total 73.8 623
Urban 73.3 438
Rural 75.1 185
TTSL
Total 51.0 600
Urban 42.2 481
Rural 86.6 119
Uninor
Total 70.1 606
Urban 67.7 462
Rural 77.8 144
Vodafone
Total 64.5 612
Urban 61.3 406
Rural 70.9 206
Overall
Total 62.4 6819
Urban 59.1 5175
Rural 72.8 1644
On an overall basis, 62.4% of all cellular mobile customers were aware about the
call centre number of their service provider to make complaint/ query.
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6B.2.1.2 The following table shows the percentage of customers who had complained in
last 6 months to the toll free Call Centre/customer care/Help-line telephone number.
Service providers % customers Base
Aircel
Total 19.8 600
Urban 18.3 469
Rural 25.2 131
Airtel
Total 19.0 654
Urban 17.6 472
Rural 22.5 182
BSNL
Total 11.7 1209
Urban 12.8 873
Rural 8.9 336
Idea
Total 19.3 623
Urban 18.4 474
Rural 22.1 149
MTS
Total 23.6 607
Urban 23.6 505
Rural 23.5 102
Rel Com
Total 36.1 685
Urban 37.1 595
Rural 28.9 90
Rel. Tel
Total 42.7 623
Urban 52.7 438
Rural 18.9 185
TTSL
Total 21.0 600
Urban 20.0 481
Rural 25.2 119
Uninor
Total 20.8 606
Urban 18.2 462
Rural 29.2 144
Vodafone
Total 16.7 612
Urban 14.8 406
Rural 20.4 206
Overall
Total 22.2 6819
Urban 22.8 5175
Rural 20.4 1644
On an overall basis, only 22.2% of all cellular mobile customers claimed that they had
complained in the last 6 months to the toll free call centre/ customer care/ help-line
telephone number.
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6B.2.1.3 The following table shows the percentage of customer who received or did not receive docket number for their complaints.
Service providers
% customers
Base
Complaint
was
registered
and docket
number
received
Complaint
was
registered
and docket
number not
received
Complaint
was registered
and docket
number
provided on
request
Complaint was
registered and
docket
number not
provided even
on request
Refused
to
register
the
complaint
Aircel
Total 32.8 50.4 11.8 5.0 0.0 119
Urban 37.2 40.7 15.1 7.0 0.0 86
Rural 21.2 75.8 3.0 0.0 0.0 33
Airtel
Total 32.3 38.7 19.4 6.5 3.2 124
Urban 38.6 36.1 18.1 4.8 2.4 83
Rural 19.5 43.9 22.0 9.8 4.9 41
BSNL
Total 45.8 44.4 7.0 2.8 0.0 142
Urban 51.8 41.1 6.3 0.9 0.0 112
Rural 23.3 56.7 10.0 10.0 0.0 30
Idea
Total 60.8 33.3 5.0 0.0 0.8 120
Urban 67.8 27.6 4.6 0.0 0.0 87
Rural 42.4 48.5 6.1 0.0 3.0 33
MTS
Total 67.1 26.6 2.8 2.8 0.7 143
Urban 73.1 20.2 3.4 3.4 0.0 119
Rural 37.5 58.3 0.0 0.0 4.2 24
Rel Com
Total 76.1 19.0 3.6 0.8 0.4 247
Urban 79.6 15.4 3.6 0.9 0.5 221
Rural 46.2 50.0 3.8 0.0 0.0 26
Rel. Tel
Total 73.7 20.3 3.4 2.6 0.0 266
Urban 80.1 15.2 3.0 1.7 0.0 231
Rural 31.4 54.3 5.7 8.6 0.0 35
TTSL
Total 62.7 31.0 4.8 0.8 0.8 126
Urban 69.8 25.0 4.2 0.0 1.0 96
Rural 40.0 50.0 6.7 3.3 0.0 30
Uninor
Total 36.5 48.4 11.1 4.0 0.0 126
Urban 38.1 44.0 15.5 2.4 0.0 84
Rural 33.3 57.1 2.4 7.1 0.0 42
Vodafone
Total 32.4 40.2 19.6 7.8 0.0 102
Urban 26.7 36.7 26.7 10.0 0.0 60
Rural 40.5 45.2 9.5 4.8 0.0 42
Overall
Total 56.4 32.4 7.7 3.0 0.5 1515
Urban 63.1 26.4 7.7 2.5 0.3 1179
Rural 33.0 53.6 7.4 4.8 1.2 336
On an overall basis, 56.4% of all the cellular mobile customers belonging to different
service providers said that they had received a docket number for their complaints.
On an overall basis, 32.4% of all the cellular mobile customers who had complained
said that they did not receive docket numbers for most of their complaints.
On an overall basis, 7.7% of all the cellular mobile customers who had complained said
that they received docket numbers for their complaints on request.
On an overall basis, 3% of all the cellular mobile customers who had complained said that
they did not receive docket numbers for their complaints even on request.
On an overall basis, 0.5% of all customers said that their complaints were refused to be
registered.
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6B.2.1.4The following table shows the percentage of customers who were informed about
the action taken on their complaint by call centre.
Service providers % customers Base
Aircel
Total 40.3 119
Urban 47.7 86
Rural 21.2 33
Airtel
Total 45.2 124
Urban 44.6 83
Rural 46.3 41
BSNL
Total 45.1 142
Urban 45.5 112
Rural 43.3 30
Idea
Total 68.3 120
Urban 72.4 87
Rural 57.6 33
MTS
Total 49.0 143
Urban 48.7 119
Rural 50.0 24
Rel Com
Total 81.8 247
Urban 85.1 221
Rural 53.8 26
Rel. Tel
Total 75.6 266
Urban 80.1 231
Rural 45.7 35
TTSL
Total 69.8 126
Urban 78.1 96
Rural 43.3 30
Uninor
Total 44.4 126
Urban 45.2 84
Rural 42.9 42
Vodafone
Total 52.0 102
Urban 50.0 60
Rural 54.8 42
Overall
Total 60.7 1515
Urban 65.0 1179
Rural 45.8 336
On an overall basis, 60.7% all the cellular mobile customers, who had complained, said
that they were informed about the action taken on their complaint by the call centre.
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6B.2.1.5The following table shows the percentage of customers who got their billing
complaints resolved satisfactorily by call centre/customer care within four weeks.
Service providers % customers Base
Aircel
Total 31.9 119
Urban 37.2 86
Rural 18.2 33
Airtel
Total 33.1 124
Urban 31.3 83
Rural 36.6 41
BSNL
Total 56.3 142
Urban 60.7 112
Rural 40.0 30
Idea
Total 65.8 120
Urban 72.4 87
Rural 48.5 33
MTS
Total 39.9 143
Urban 38.7 119
Rural 45.8 24
Rel Com
Total 77.7 247
Urban 84.2 221
Rural 23.1 26
Rel. Tel
Total 72.6 266
Urban 78.8 231
Rural 31.4 35
TTSL
Total 67.5 126
Urban 75.0 96
Rural 43.3 30
Uninor
Total 42.1 126
Urban 45.2 84
Rural 35.7 42
Vodafone
Total 52.0 102
Urban 50.0 60
Rural 54.8 42
Overall
Total 57.5 1515
Urban 63.0 1179
Rural 38.1 336
On an overall basis, 57.5% of the cellular mobile customers, who had made billing
complaints, said that they were satisfied with the resolution of their billing complaint by
call centre/customer care within four weeks after they lodged their complaint.
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6B.2.2 Awareness and experience of Nodal Officer
6B.2.2.1The following table shows the percentage of customers who were aware
about contact details of the nodal officer.
Service providers % customers Base
Aircel
Total 1.7 600
Urban 2.1 469
Rural 0.0 131
Airtel
Total 1.2 654
Urban 1.5 472
Rural 0.5 182
BSNL
Total 2.2 1209
Urban 3.0 873
Rural 0.3 336
Idea
Total 1.0 623
Urban 0.6 474
Rural 2.0 149
MTS
Total 0.7 607
Urban 0.6 505
Rural 1.0 102
Rel Com
Total 0.3 685
Urban 0.2 595
Rural 1.1 90
Rel. Tel
Total 0.5 623
Urban 0.5 438
Rural 0.5 185
TTSL
Total 0.8 600
Urban 1.0 481
Rural 0.0 119
Uninor
Total 1.2 606
Urban 1.5 462
Rural 0.0 144
Vodafone
Total 1.6 612
Urban 2.5 406
Rural 0.0 206
Overall
Total 1.2 6819
Urban 1.4 5175
Rural 0.5 1644
On an overall basis, only 1.2% of the cellular mobile customers were aware of the
contact details of the Nodal Officer.
On an overall basis, only 3 customers made complaints to the Nodal Officer.
On an overall basis, only 1 of them was intimated by the Nodal Officer about the decision
taken on the complaints.
On an overall basis, only 1 of them was satisfied with the decision taken by the Nodal
Officer.
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6B.2.3 Awareness and experiences with Appellate Authority
6B.2.3.1 The following table shows the percentage of customers who were aware about the
contact details of the appellate authority.
Service providers % customers Base
Aircel
Total 0.2 600
Urban 0.0 469
Rural 0.8 131
Airtel
Total 0.3 654
Urban 0.4 472
Rural 0.0 182
BSNL
Total 1.7 1209
Urban 0.9 873
Rural 3.6 336
Idea
Total 0.3 623
Urban 0.2 474
Rural 0.7 149
MTS
Total 0.2 607
Urban 0.2 505
Rural 0.0 102
Rel Com
Total 0.0 685
Urban 0.0 595
Rural 0.0 90
Rel. Tel
Total 1.0 623
Urban 0.7 438
Rural 1.6 185
TTSL
Total 0.3 600
Urban 0.0 481
Rural 1.7 119
Uninor
Total 0.2 606
Urban 0.2 462
Rural 0.0 144
Vodafone
Total 0.0 612
Urban 0.0 406
Rural 0.0 206
Overall
Total 0.5 6819
Urban 0.3 5175
Rural 1.2 1644
On an overall basis, only 0.5% of the customers about the Appellate Authority.
On an overall basis, only 1 customer filed an appeal to the Appellate Authority.
On an overall basis, customer who filed the appeal received the acknowledgement.
On an overall basis, customer who filed appeal to the Appellate Authority said that decision
was taken on the appeal within 3 months of filing the appeal.
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6B.2.4 General Information
6B.2.4.1 The following table shows the percentage of prepaid customers who were aware
that a prepaid customer can get item-wise usage charge details, on request.
Service providers % customers Base
Aircel
Total 0.8 600
Urban 1.1 469
Rural 0.0 131
Airtel
Total 1.8 654
Urban 2.3 472
Rural 0.5 182
BSNL
Total 2.2 1197
Urban 2.4 867
Rural 1.5 330
Idea
Total 0.3 575
Urban 0.5 429
Rural 0.0 146
MTS
Total 0.5 607
Urban 0.6 505
Rural 0.0 102
Rel Com
Total 3.6 685
Urban 4.0 595
Rural 1.1 90
Rel. Tel
Total 0.3 623
Urban 0.5 438
Rural 0.0 185
TTSL
Total 2.2 592
Urban 2.7 474
Rural 0.0 118
Uninor
Total 0.0 606
Urban 0.0 462
Rural 0.0 144
Vodafone
Total 0.7 612
Urban 1.0 406
Rural 0.0 206
Overall
Total 1.4 6751
Urban 1.7 5117
Rural 0.4 1634
On an overall basis, only 1.4% of the prepaid customers said that they were aware of
the fact that they can get item-wise usage charge details on request.
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6B.2.4.2 The following table shows the percentage of customers who were denied item-
wise usage charge details for their pre-paid connection.
Service providers % customers Base
Aircel
Total 0.0 5
Urban 0.0 5
Rural 0.0 0
Airtel
Total 50.0 12
Urban 54.5 11
Rural 0.0 1
BSNL
Total 19.2 26
Urban 19.0 21
Rural 20.0 5
Idea
Total 0.0 2
Urban 0.0 2
Rural 0.0 0
MTS
Total 0.0 3
Urban 0.0 3
Rural 0.0 0
Rel Com
Total 0.0 25
Urban 0.0 24
Rural 0.0 1
Rel. Tel
Total 0.0 2
Urban 0.0 2
Rural 0.0 0
TTSL
Total 0.0 13
Urban 0.0 13
Rural 0.0 0
Uninor
Total 0.0 0
Urban 0.0 0
Rural 0.0 0
Vodafone
Total 0.0 4
Urban 0.0 4
Rural 0.0 0
Overall
Total 12.0 92
Urban 11.8 85
Rural 14.3 7
On an overall basis, only 12% of the prepaid customers, who were aware that a prepaid
customer can get item-wise usage charge details, on request, said that they were denied
item-wise usage charge details.
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6B.2.4.3 The following table shows the percentage of customers who cited different
reason(s) for their request for item-wise details being denied.
Service providers % customers
Base No reason given Technical problem Others
Aircel
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
Airtel
Total 16.7 83.3 0.0 6
Urban 16.7 83.3 0.0 6
Rural 0.0 0.0 0.0 0
BSNL
Total 60.0 40.0 0.0 5
Urban 75.0 25.0 0.0 4
Rural 0.0 100.0 0.0 1
Idea
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
MTS
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
Rel Com
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
Rel. Tel
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
TTSL
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
Uninor
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
Vodafone
Total 0.0 0.0 0.0 0
Urban 0.0 0.0 0.0 0
Rural 0.0 0.0 0.0 0
Overall
Total 36.4 63.6 0.0 11
Urban 40.0 60.0 0.0 10
Rural 0.0 100.0 0.0 1
Only Airtel and BSNL customers were denied the item-wise usage of charge
details.
On an overall basis, 63.6% of the prepaid customers who requested for item-wise
details said that “technical reason” was given for denying their while 36.4% of the
prepaid customers said that “no reason” was given for denying their request.
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6B.2.4.4 The following table shows the percentage of customers who claimed to have got
the Manual of Practice containing the terms & conditions of service, toll free number of
the call centre and contact detail of Nodal Officer & Appellate Authority for complaint
redressal while subscribing the new mobile telephone connection.
Service providers % customers Base
Aircel
Total 65.2 600
Urban 64.6 469
Rural 67.2 131
Airtel
Total 64.7 654
Urban 66.7 472
Rural 59.3 182
BSNL
Total 41.5 1209
Urban 41.2 873
Rural 42.3 336
Idea
Total 41.1 623
Urban 32.3 474
Rural 69.1 149
MTS
Total 49.6 607
Urban 46.3 505
Rural 65.7 102
Rel Com
Total 29.8 685
Urban 24.7 595
Rural 63.3 90
Rel. Tel
Total 39.3 623
Urban 28.5 438
Rural 64.9 185
TTSL
Total 44.5 600
Urban 36.0 481
Rural 79.0 119
Uninor
Total 49.2 606
Urban 42.2 462
Rural 71.5 144
Vodafone
Total 63.7 612
Urban 65.0 406
Rural 61.2 206
Overall
Total 48.1 6819
Urban 43.8 5175
Rural 61.3 1644
On an overall basis, only 48.1% of the customers claimed to have got the Manual of
Practice.
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6C.1 Broadband Service – West Bengal circle
Customer Satisfaction Survey in West Bengal circle was done among customers of
the only Broadband Service provider i.e. BSNL.
6C.1.1 Customer Satisfaction with Provision of Service
6C.1.1.1The following graph shows the percentage of satisfied customers with
respect to provision of service.
[BENCHMARK≥90%]
On an overall basis, BSNL met the benchmark laid down by TRAI. However, BSNL failed to
meet the benchmark in rural areas.
6C.1.2 Postpaid Customer Satisfaction with Billing Performance
6C.1.2.1The following graph shows the percentage of postpaid customers satisfied
with billing performance.
[BENCHMARK≥90%]
On an overall basis, BSNL met the benchmark laid down by TRAI.
91 91 93 93
78 78
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
92 92 92 92 92 92
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6C.1.2.2The following table shows the percentage of postpaid customers satisfied with
sub- parameters of billing performance.
Service providers
% postpaid customers
Base Timely delivery
of bills Accuracy of
the bills
Processing of resolution of
the billing complaints
Clarity of bills in terms of transparency and understandability
BSNL
Total 85.6 97.6 40.6 97.6 1224
Urban 84.9 98.1 38.4 98.1 1090
Rural 91.1 92.5 60.0 93.3 134
On an overall basis, customers of BSNL were less satisfied with the process of resolution of
billing complaints; while other sub-parameters had comparatively higher proportion of
satisfied customers.
6C.1.3 Customer Satisfaction with Help Services
6C.1.3.1The following graph shows the percentage of satisfied customers with help
services.
[BENCHMARK≥90%]
On an overall basis, BSNL failed to meet the benchmark laid down by TRAI.
57 57 57 57 52 52
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6C.1.3.2The following table shows the percentage of customers satisfied with the sub-
parameters of help services.
Service providers
% customers
Base
Ease of access of call centre/customer care or
helpline
Ease of getting an option for talking to customer
care executive
Response time taken by
customer executive to
answer customer
calls
Problem solving
ability of customer
executive(s)
Time taken by call
centre/customer care or helpline to
resolve your complaints
BSNL
Total 63.4 57.5 53.9 56.3 52.8 282
Urban 62.9 57.6 54.2 56.8 54.2 264
Rural 72.3 55.5 50.0 50.0 33.3 18
Most of the customers were less satisfied with all the sub-parameters of help services.
On an overall basis, customers of BSNL were least satisfied with the time taken by the call
centre to resolve the complaints.
6C.1.4 Customer Satisfaction with Network Performance, Reliability & Availability
6C.1.4.1The following graph shows the percentage of customers satisfied with
network performance, reliability & availability.
[BENCHMARK≥85%]
On an overall basis, BSNL failed to meet the benchmark laid down by TRAI.
Rural customers were comparatively more satisfied than urban customers.
64 64 62 62
74 74
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6C.1.4.2 The following table shows the percentage of customers satisfied with
sub- parameters of network performance, reliability & availability.
Service providers
% customers
Base Speed of broadband
connection
Amount of time for which
the service is up and
working
BSNL
Total 44.9 82.4 1224
Urban 42.2 82.7 1090
Rural 66.5 80.6 134
Customers of BSNL were less satisfied with speed of the broadband connection.
6C.1.5 Customer Satisfaction with Maintainability
6C.1.5.1The following graph shows the percentage of customers satisfied with
Maintainability.
[BENCHMARK≥85%]
On an overall basis, BSNL did not meet the benchmark laid down by TRAI.
BSNL met the benchmark in the rural areas.
83 83 82 82 90 90
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6C.1.6 Customer Satisfaction with Supplementary Services
6C.1.6.1The following graph shows the percentage of customers satisfied with
supplementary services.
[BENCHMARK≥85%]
On an overall basis, BSNL was able to meet the benchmark laid down by TRAI.
All the rural customers were satisfied with the supplementary & value added services.
6C.1.7 Customer Satisfaction with Overall Service Quality
6C.1.7.1The following graph shows the percentage of customers satisfied with
overall service quality.
[BENCHMARK≥85%]
On an overall basis, BSNL was not able to meet the benchmark laid down by TRAI.
99 99 99 99 100 100
0102030405060708090
100
BSNL Overall
Total Urban Rural Benchmark
82 82 82 82 79 79
0
10
20
30
40
50
60
70
80
90
100
BSNL Overall
Total Urban Rural Benchmark
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6C.2 Awareness of Grievance Redressal Mechanism and Experience among
Broadband Service subscribers
6C.2.1 Awareness and experience of Call Centre
6C.2.1.1 The following table shows the percentage of customers aware about the call
centre number of their service provider to make complaint/ query.
Service providers % customers Base
BSNL
Total 94.9 1224
Urban 97.2 1090
Rural 75.4 134
On an overall basis, 94.9% of broadband customers said that they were aware about the
call centre number of their service provider to make complaint/ query.
6C.2.1.2The following table shows the percentage of customers who had complained in
last 6 months to the toll free call centre/customer care/help-line telephone number.
Service providers % customers Base
BSNL
Total 37.0 1224
Urban 40.5 1090
Rural 9.0 134
On an overall basis, only 37% of all broadband customers said that they had
complained in the last 6 months to the toll free call centre/ customer care/ help-line
telephone number.
6C.2.1.3 The following table shows the percentage of customers who received or did not
receive the docket number for their complaints.
Service providers
% customers
Base
Who received the docket no.
for their complaints
Who had not received the docket no.
for their complaints
Who had received the docket no. on request
Who had not received the docket no.
even on request
Refused to register the complaints
BSNL
Total 52.5 44.8 0.7 1.1 0.9 453
Urban 52.6 44.9 0.7 0.9 0.9 441
Rural 50.0 41.7 0.0 8.3 0.0 12
On an overall basis, 52.5% of all broadband customers, who had complained, claimed
that they received a docket number for their complaints.
On an overall basis, 44.8% of all broadband customers, who had complained, said
that they did not receive docket numbers for their complaints.
On an overall basis, 0.7% of all broadband customers, who had complained, said
that they received docket numbers on request.
On an overall basis, 1.1% of all broadband customers, who had complained said that
they did not receive docket numbers even on request.
On an overall basis, 0.9% of all broadband customers, who had complained, said that
their complaint was refused to be registered.
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6C.2.1.4 The following table shows the percentage of customers who were informed about
the action taken on their complaint by the call centre.
Service providers % customers Base
BSNL
Total 8.6 453
Urban 8.2 441
Rural 25.0 12
On an overall basis, 8.6% the broadband customers, who had complained, said that they
were informed about the action taken on their complaint by the call centre.
6C.2.1.5The following table shows the percentage of satisfied customers on account of
complaint resolution.
Service providers % customers Base
BSNL
Total 59.4 453
Urban 59.4 441
Rural 58.3 12
On an overall basis, 59.4% of the broadband customers, who had lodged complaints,
said that they were satisfied with the system of resolving of their complaints by call
centre/ customer care/ helpline.
6C.2.1.6 The following table shows the percentage of customers who cited different
reasons for dissatisfaction with call centre.
Service providers
Reasons for dissatisfaction with customer care
Base
Dif
fic
ult
to
co
nn
ec
t to
ca
ll
ce
ntr
e e
xe
cu
tiv
e
Cu
sto
me
r ca
re e
xe
cu
tiv
e
no
t p
oli
te/c
ou
rteo
us
Cu
sto
me
r ca
re e
xe
cu
tiv
e
no
t e
qu
ipp
ed
wit
h
ad
eq
ua
te i
nfo
rma
tio
n
Tim
e t
ak
en
by
ca
ll c
en
tre
for
red
res
sal
of
co
mp
lain
ts is
to
o lo
ng
Cu
sto
me
r ca
re e
xe
cu
tiv
e
no
t a
ble
to
un
de
rsta
nd
the
pro
ble
m
Oth
ers
BSNL
Total 66.3 1.7 1.7 29.8 2.2 0.0 184
Urban 66.5 1.7 1.7 29.5 2.3 0.0 179
Rural 60.0 0.0 0.0 40.0 0.0 0.0 5
The main reason for dissatisfaction with customer care was difficulty in connecting to
the customer care executive.
Time taken by the call centre for the resolution of complaints was another major reason for
dissatisfaction.
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6C.2.1.7 The following table shows the percentage of customers who got their billing
complaint resolved satisfactorily by call centre/customer care within four weeks after
they lodged their complaint.
Service providers % customers Base
BSNL
Total 5.1 453
Urban 4.3 441
Rural 33.3 12
On an overall basis, 5.1% of the customers, who had made billing complaints, said that
they were satisfied with the resolution of their billing complaint by call centre/customer
care within four weeks after they lodged their complaint.
6C.2.2 Awareness and experience of Nodal Officer
6C.2.2.1The following table shows the percentage of customers who were aware about
the contact details of the nodal officer.
Service providers % customers Base
BSNL
Total 2.9 1224
Urban 2.4 1090
Rural 6.7 134
On an overall basis, only 2.9% of the broadband customers said that they were aware of
the contact details of the Nodal Officer.
6C.2.2.2 The following table shows the percentage of customers who had complained to
the nodal officer regarding their complaints not resolved or unsatisfactorily resolved
by the call center/customer care.
Service providers % customers Base
BSNL
Total 31.4 35
Urban 34.6 26
Rural 22.2 9
On an overall basis, only 31.4% of those customers, who were aware of the Nodal
Officer, had complained to the Nodal Officer regarding their complaints not being
resolved or unsatisfactorily resolved by the call center/customer care.
6C.2.2.3The following table shows the percentage of customers who were intimated by
the Nodal Officer about the decision taken on their complaint.
Service providers % customers Base
BSNL
Total 72.7 11
Urban 77.8 9
Rural 50.0 2
On an overall basis, 72.7% of the customers were intimated by the nodal officer about
the decision taken on their complaints.
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6C.2.2.4The following table shows the percentage of customers satisfied with the redressal
of the complaint by the Nodal Officer.
Service providers % customers Base
BSNL
Total 81.8 11
Urban 88.9 9
Rural 50.0 2
On an overall basis, 81.8% of the customers were satisfied with the redressal of the
complaint by the nodal officer.
6C.2.2.5The following table shows the percentage of customers who cited different
reasons for dissatisfaction with Nodal Officer.
Service providers
Reasons for dissatisfaction with nodal officer
Base
Dif
fic
ult
to
co
nn
ec
t to
No
da
l o
ffic
er
No
da
l o
ffic
er
no
t
po
lite
/co
urt
eo
us
No
da
l o
ffic
er
no
t e
qu
ipp
ed
wit
h a
de
qu
ate
in
form
ati
on
Tim
e t
ak
en
by
no
da
l o
ffic
er
for
red
res
sal
of
co
mp
lain
ts
is t
oo
lo
ng
No
da
l o
ffic
er
no
t a
ble
to
un
de
rsta
nd
th
e p
rob
lem
Oth
ers
BSNL
Total 0.0 0.0 0.0 100.0 0.0 0.0 2
Urban 0.0 0.0 0.0 100.0 0.0 0.0 1
Rural 0.0 0.0 0.0 100.0 0.0 0.0 1
On an overall basis, all the customers claimed that time taken by nodal officer
for redressal of complaints is too long.
6C.2.3 Awareness and experience of Appellate Authority
6C.2.3.1The following table shows the percentage of customers who were aware about
the contact details of the Appellate Authority.
Service providers % customers Base
BSNL
Total 0.7 1224
Urban 0.5 1090
Rural 3.0 134
On an overall basis, 0.7% of the broadband customers said that they were aware of the
contact details of the Appellate Authority.
Awareness of Appellate Authority was higher among the rural customers.
6C.2.3.2 Incidence of Appeal being filed in the prescribed form in last 6 months.
None of broadband customers appealed to the Appellate Authority.
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6C.2.4 General Information
6C.2.4.1The following table shows the percentage of customers who got the Manual
of Practice containing the terms and conditions of service, grievance redressal
mechanism etc. while taking the connection.
Service providers % customers Base
BSNL
Total 58.1 1224
Urban 60.2 1090
Rural 41.0 134
On an overall basis, only 58.1% of the customers claimed to have got the Manual of
Practice. Higher proportion of BSNL customers received the manual of practice.
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7. Critical analysis
Performance of the service providers on QoS parameters is outlined below.
7.1 BASIC TELEPHONE SERVICE
7.1.1 Satisfaction with Overall Service Quality
BSNL scored well on the overall service with 91% of the customers being satisfied with it;
however its performance was low in rural areas.
7.1.2 Satisfaction with Provision of Service:
On an overall basis, only 88% of the BSNL customers were satisfied with the provision of
service.
7.1.3 Satisfaction with Billing Performance- Postpaid
On an overall basis, only 58% of the customers were satisfied with the resolution of
the billing complaints.
On an overall basis, only 80.7% of the customers were satisfied with the timely
delivery of bills.
Main reason for dissatisfaction was the unavailability of the item-wise usage
charges details.
7.1.4 Satisfaction with Help Services including Customer Grievance Redressal
Performance of BSNL was low on this parameter as only 60% of the customers were
satisfied.
Most of the customers were dissatisfied with the ease of access of customer care, ease
of getting an option for “talking to customer care executive” and response time taken to
answer the calls.
Performance of BSNL on the other parameters of help services such as problem solving
ability of customer care executive and time taken by call centre to resolve complaints was
also low.
7.1.5 Satisfaction with Network Performance, Reliability & Availability
BSNL performance was low on this parameter as 87% of the customers were satisfied.
In rural areas only 84% of the customers were satisfied.
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7.1.6 Satisfaction with Maintainability
Performance of BSNL was low on this parameter as only 70% of the customers were
satisfied.
In rural areas performance of BSNL was even lower with only 50% of the customers
being satisfied.
7.1.7 Satisfaction with Supplementary and Value Added Services
On an overall basis, only 65%, of the customers were satisfied with the supplementary and
value added services.
In rural areas only 47% of the respondents were satisfied.
7.1.8 Grievance Redressal
Only 29.7% of the customers were informed about the action taken on the complaints.
Only 18.9% of the customers got their billing complaints resolved within four weeks after
lodging the complaint to call centre.
Only 0.4% of the total customers were aware of the contact details of the Nodal Officer.
None of the customers were aware of the contact details of the Appellate Authority.
7.2 CELLULAR MOBILE
7.2.1 Overall Quality of Service
On an overall basis, Aircel, BSNL, Idea, Rel Tel, Uninor and Vodafone failed to meet the
benchmark laid down by TRAI for the overall quality of service.
7.2.2 Provision of Service
All service providers were able to meet the benchmark set by TRAI.
7.2.3 Billing Performance
In the post paid category, only Idea and TTSL were able to meet the benchmark set by
TRAI; while BSNL failed to meet the benchmark.
Post paid customers of BSNL were less satisfied on account of the processing of
resolution of billing complaints.
In prepaid category only Idea, Rel Com, TTSL and Vodafone were able to meet the
benchmark set by TRAI. Performance of other service providers on this parameter was
low as compared to the benchmark laid down by the TRAI.
Prepaid customers were less satisfied with the processing of resolution of billing
complaints.
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7.2.4 Help Services
On an overall basis, performance of all service providers on the help services was low.
Performance of all the service providers on all the sub-parameters of the help services
was low.
7.2.5 Satisfaction with Network Performance, Reliability & Availability
On an overall basis, performance of all the service providers on network performance,
reliability & availability was low.
In general the performance of most of the service providers was low in the rural areas as
compared to the urban areas.
7.2.6 Maintainability
On an overall basis, performance of all service providers on maintainability was low.
BSNL was the worst performer.
7.2.7 Supplementary Services and value added services
On an overall basis, performance of all service providers was very low for the
supplementary and value added services.
Customers were least satisfied with the processing of resolution of complaints.
TTSL and MTS were the worst performers.
7.2.8 Grievance Redressal Mechanism
On an overall basis, only 62.4% of the customers were aware of the call centre number
of their service provider.
On an overall basis, only 1.2% of customers were aware of the contact details of the
Nodal Officer.
On an overall basis, less than 0.5% of the customers were aware of the contact details
of the Appellate Authority.
7.3 BROADBAND SERVICES
7.3.1 Overall quality of service
On an overall basis 82% of the customers were satisfied with the overall quality of
service.
7.3.2 Provision of service
On an overall basis, BSNL failed to meet the benchmark in the rural areas.
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7.3.3 Billing performance
On an overall basis, customers of BSNL were less satisfied with the processing of
resolution of billing complaints.
7.3.4 Help services
On an overall basis, performance of BSNL was low on all the sub-parameters of the help
services.
7.3.5 Satisfaction with Network Performance, Reliability & Availability
BSNL failed to meet the benchmark set for the network performance, reliability and
availability.
BSNL customers were less satisfied with the speed of the broadband connection.
7.3.6 Maintainability
On an overall basis, customers of BSNL were less satisfied with the maintainability.
7.3.7 Supplementary services and value added services
BSNL met the benchmark laid down by TRAI for this parameter.
7.3.8 Grievance redressal
On an overall basis of 94.9% of the customers were aware about the toll free number of
the call centre of their service provider.
Very few customers were aware of the contact details of the Nodal Officer and Appellate
Authority.
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8. RECOMMENDATIONS: (QUALITY OF SERVICE)
8.1 BASIC TELEPHONE SERVICE
8.1.1 Provision of service
BSNL needs to improve on this parameter in urban as well as rural areas.
8.1.2 Billing performance
BSNL needs to improve the billing performance in both urban and rural areas.
Processing of resolution of billing complaints needs to be improved.
8.1.3 Help services
A large number of the BSNL customers were not satisfied with all the sub-parameters of
the help services.
There is a strong need to improve its help services in both urban and rural areas.
8.1.4 Network performance, reliability and availability
BSNL needs to improve all the sub-parameter related to network performance, reliability
and availability in both urban and rural areas.
8.1.5 Maintainability
BSNL needs to improve upon this parameter in both, urban and rural areas.
8.1.6 Supplementary services and value added services
BSNL needs to improve on this parameter in both, urban and rural areas.
8.1.7 Grievance Redressal Mechanism
Awareness about the Nodal officer and Appellate authority is very low and service
provider should make its customers more aware about the same.
8.2 CELLULAR MOBILE
8.2.1 Provision of service
All the service providers need to maintain their performance for the provision of service.
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8.2.2 Billing performance
Among post paid service providers, BSNL needs to improve on this parameter while
others need to maintain it.
Among prepaid service providers, Idea, Rel Com, TTSL and Vodafone need to maintain
their performance while all other service providers need to improve on the prepaid billing
performance.
Processing of resolution of billing complaints needs to be improved by all service
providers.
8.2.3 Help services
All the service providers need to improve their performance for the help services.
Customer care helpline should be easily accessible to customers and responsiveness of
the customer care executives should be improved.
8.2.4 Network performance, reliability and availability
All the service providers need to improve their performance on all the sub-parameters of
the network performance, reliability and availability.
8.2.5 Maintainability
All service providers need to improve on all the sub-parameters related to the
maintainability.
8.2.6 Supplementary & Value added services
There is a strong need for all the service providers to improve upon all the sub-parameter
related to the supplementary and value added services.
8.2.7 Grievance redressal mechanism
There is a need to increase the awareness level of the call centre, Nodal officer and
Appellate authority among customers.
8.3 BROADBAND SERVICES
8.3.1 Provision of service
BSNL needs to improve the provision of service in rural areas while in urban areas it
needs to maintain its performance.
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8.3.2 Billing performance
BSNL needs to improve on the processing of resolution of billing complaints and should
make timely delivery of bills to its customers.
8.3.3 Help services
BSNL should improve all the sub-parameters related to the help services.
8.3.4. Network performance, reliability & availability
BSNL needs to improve on all the sub-parameters especially speed of the broadband
connection.
8.3.5 Maintainability
BSNL needs to improve upon this parameter in urban areas while it need to maintain it in
rural areas.
8.3.6 Supplementary services and value added services
BSNL needs to maintain its performance on this parameter.
8.3.7 Grievance redressal mechanism
Awareness level about the Nodal Officer and Appellate Authority needs to improve
through appropriate sources.
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ANNEXURE-BASIC TELEPHONE SERVICE
1(a) Have you taken a telephone connection, shifted your connection or had your connection temporarily suspended in the last 6 months?
Service Providers
Yes No Total
BSNL (Total) Count 82 1129 1211
% 6.8 93.2 100
BSNL (Urban) Count 70 988 1058
% 6.6 93.4 100
BSNL (Rural) Count 12 141 153
% 7.8 92.2 100
1(b) In case you have taken a telephone connection in the last 6 months or shifted your connection or had your connection temporarily suspended, how satisfied are you with time taken to provide working phone connection?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 68 1 67 14 0 82
% 82.9 1.2 81.7 17.1 0.0 100
BSNL (Urban) Count 58 0 58 12 0 70
% 82.9 0.0 82.9 17.1 0.0 100
BSNL (Rural) Count 10 1 9 2 0 12
% 83.3 8.3 75.0 16.7 0.0 100
2. Have you been informed in writing, at the time of subscription of service or within a week of activation of service the complete details of your tariff plan?
Service Providers
Yes No Total
BSNL (Total) Count 19 63 82
% 23.2 76.8 100
BSNL (Urban) Count 9 61 70
% 12.9 87.1 100
BSNL (Rural) Count 10 2 12
% 83.3 16.7 100
3. How satisfied are you with the ease of understanding or with provision of all relevant information related to tariff plans & charges?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 76 2 74 6 0 82
% 92.6 2.4 90.2 7.3 0.0 100
BSNL (Urban) Count 65 1 64 5 0 70
% 92.8 1.4 91.4 7.1 0.0 100
BSNL (Rural) Count 11 1 10 1 0 12
% 91.6 8.3 83.3 8.3 0.0 100
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B. BILLING RELATED - ONLY FOR POSTPAID CUSTOMERS (FOR PRE-PAID CUSTOMERS GO TO Q 10 (A))
4. How satisfied are you with the time taken to deliver your bills?
Service
Providers
Overall
satisfied=
(A+B)
A-Very
Satisfied
B-
Satisfied
C-
Dissatisfied
D-Very
Dissatisfied Total
BSNL (Total) Count 977 17 960 226 8 1211
% 80.7 1.4 79.3 18.7 0.7 100
BSNL (Urban) Count 880 12 868 171 7 1058
% 83.1 1.1 82.0 16.2 0.7 100
BSNL (Rural) Count 97 5 92 55 1 153
% 63.4 3.3 60.1 35.9 0.7 100
5(a). How satisfied are you with the accuracy & completeness of the bills?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 1077 15 1062 125 9 1211
% 88.9 1.2 87.7 10.3 0.7 100
BSNL (Urban) Count 979 12 967 75 4 1058
% 92.5 1.1 91.4 7.1 0.4 100
BSNL (Rural) Count 98 3 95 50 5 153
% 64.1 2.0 62.1 32.7 3.3 100
5(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Charges not as
per tariff plan
subscribed
Tariff plan
changed
without informa
tion
Charged for value added services not
subscribed
Charged for
calls/services
not made/u
sed
Details like
item-wise
charges are not provide
d
Calculations are
not clear
Others Total
BSNL (Total) Count 4 14 8 67 30 9 5 134
% 3 10.4 6 50 22.4 6.7 3.7 100
BSNL (Urban)
Count 3 12 7 37 13 6 3 79
% 3.8 15.2 8.9 46.8 16.5 7.6 3.8 100
BSNL (Rural) Count 1 2 1 30 17 3 2 55
% 1.8 3.6 1.8 54.5 30.9 5.5 3.6 100
6. Have you made any billing related complaints in the last 6 months?
Service Providers
Yes No Total
BSNL (Total) Count 143 1068 1211
% 11.8 88.2 100
BSNL (Urban) Count 130 928 1058
% 12.3 87.7 100
BSNL (Rural) Count 13 140 153
% 8.5 91.5 100
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7. How satisfied are you with the process of resolution of billing complaints?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 83 3 80 60 0 143
% 58.0 2.1 55.9 42.0 0.0 100
BSNL (Urban) Count 75 2 73 55 0 130
% 57.7 1.5 56.2 42.3 0.0 100
BSNL (Rural) Count 8 1 7 5 0 13
% 61.5 7.7 53.8 38.5 0.0 100
8. How satisfied are you with the clarity of the bills sent by your service provider in terms of transparency and understandability?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 1091 20 1071 115 5 1211
% 90.1 1.7 88.4 9.5 0.4 100
BSNL (Urban) Count 990 14 976 63 5 1058
% 93.5 1.3 92.2 6.0 0.5 100
BSNL (Rural) Count 101 6 95 52 0 153
% 66.0 3.9 62.1 34.0 0.0 100
9. Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult to read the bill
Difficult to understand
the language
Calculations not clear
Item-wise charges like total minutes of usage of local, STD, ISD calls and charges thereon
not given
Others Total
BSNL (Total) Count 4 45 10 61 0 120
% 3.3 37.5 8.3 50.8 0.0 100
BSNL (Urban) Count 4 27 7 30 0 68
% 5.9 39.7 10.3 44.1 0.0 100
BSNL (Rural) Count 0 18 3 31 0 52
% 0.0 34.6 5.8 59.6 0.0 100
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C. HELP SERVICES/CUSTOMER CARE INCLUDING CUSTOMER GRIEVANCE REDRESSAL
11. In the last 6 months, have you contacted customer care/ helpline/ call centre of your service provider?
Service Providers
Yes No Total
BSNL (Total) Count 472 739 1211
% 39.0 61.0 100
BSNL (Urban) Count 451 607 1058
% 42.6 57.4 100
BSNL (Rural) Count 21 132 153
% 13.7 86.3 100
12(a). How satisfied are you with the ease of access of call centre/customer care or helpline?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 223 1 222 249 0 472
% 47.2 0.2 47.0 52.8 0.0 100
BSNL (Urban) Count 208 0 208 243 0 451
% 46.1 0.0 46.1 53.9 0.0 100
BSNL (Rural) Count 15 1 14 6 0 21
% 71.5 4.8 66.7 28.6 0.0 100
12(b). How satisfied are you with the ease of getting an option for “talking to a customer care executive”?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 223 1 222 249 0 472
% 47.2 0.2 47.0 52.8 0.0 100
BSNL (Urban) Count 210 0 210 241 0 451
% 46.6 0.0 46.6 53.4 0.0 100
BSNL (Rural) Count 13 1 12 8 0 21
% 61.9 4.8 57.1 38.1 0.0 100
13. How satisfied are you with the response time taken to answer your call by a customer care executive?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 264 1 263 208 0 472
% 55.9 0.2 55.7 44.1 0.0 100
BSNL (Urban) Count 246 0 246 205 0 451
% 54.5 0.0 54.5 45.5 0.0 100
BSNL (Rural) Count 18 1 17 3 0 21
% 85.8 4.8 81.0 14.3 0.0 100
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14. How satisfied are you with the problem solving ability of the customer care executive(s)?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 343 0 343 129 0 472
% 72.7 0.0 72.7 27.3 0.0 100
BSNL (Urban) Count 329 0 329 122 0 451
% 72.9 0.0 72.9 27.1 0.0 100
BSNL (Rural) Count 14 0 14 7 0 21
% 66.7 0.0 66.7 33.3 0.0 100
15. How satisfied are you with the time taken by call centre/customer care /helpline to resolve your complaint?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 368 0 368 104 0 472
% 78.0 0.0 78.0 22.0 0.0 100
BSNL (Urban) Count 352 0 352 99 0 451
% 78.0 0.0 78.0 22.0 0.0 100
BSNL (Rural) Count 16 0 16 5 0 21
% 76.2 0.0 76.2 23.8 0.0 100
D. NETWORK PERFORMANCE, RELIABILITY AND AVAILABILITY
16. How satisfied are you with the availability of working telephone (dial tone)?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 1040 28 1012 166 5 1211
% 85.9 2.3 83.6 13.7 0.4 100
BSNL (Urban) Count 910 22 888 143 5 1058
% 86.0 2.1 83.9 13.5 0.5 100
BSNL (Rural) Count 130 6 124 23 0 153
% 84.9 3.9 81.0 15.0 0.0 100
17. How satisfied are you with the ability to make or receive calls easily?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 1054 26 1028 153 4 1211
% 87.0 2.1 84.9 12.6 0.3 100
BSNL (Urban) Count 926 22 904 129 3 1058
% 87.5 2.1 85.4 12.2 0.3 100
BSNL (Rural) Count 128 4 124 24 1 153
% 83.6 2.6 81.0 15.7 0.7 100
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18. How satisfied are you with the voice quality?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 1055 17 1038 154 2 1211
% 87.1 1.4 85.7 12.7 0.2 100
BSNL (Urban) Count 928 15 913 128 2 1058
% 87.7 1.4 86.3 12.1 0.2 100
BSNL (Rural) Count 127 2 125 26 0 153
% 83.0 1.3 81.7 17.0 0.0 100
19. How many times has your telephone connection required repair in the last 6 months?
Service Providers
Nil One time 2-3 times More than 3
times Total
BSNL (Total) Count 678 270 216 47 1211
% 56.0 22.3 17.8 3.9 100
BSNL (Urban) Count 553 246 213 46 1058
% 52.3 23.3 20.1 4.3 100
BSNL (Rural) Count 125 24 3 1 153
% 81.7 15.7 2.0 0.7 100
20. How long did it take generally for repairing the fault after lodging a complaint?
Service Providers
1 day 2-3 days 4-7 days More than 7
days Total
BSNL (Total) Count 146 248 86 53 533
% 27.4 46.5 16.1 9.9 100
BSNL (Urban) Count 130 240 83 52 505
% 25.7 47.5 16.4 10.3 100
BSNL (Rural) Count 16 8 3 1 28
% 57.1 28.6 10.7 3.6 100
21. How satisfied are you with the fault repair service?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 374 15 359 132 27 533
% 70.2 2.8 67.4 24.8 5.1 100
BSNL (Urban) Count 360 15 345 118 27 505
% 71.3 3.0 68.3 23.4 5.3 100
BSNL (Rural) Count 14 0 14 14 0 28
% 50.0 0.0 50.0 50.0 0.0 100
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F. SUPPLEMENTARY SERVICES AND VALUE ADDED SERVICES
22. Do you use services like call waiting, call forwarding, voice mail or any other supplementary services / value added services?
Service Providers
Yes No Total
BSNL (Total) Count 19 1192 1211
% 1.6 98.4 100
BSNL (Urban) Count 13 1045 1058
% 1.2 98.8 100
BSNL (Rural) Count 6 147 153
% 3.9 96.1 100
23. How satisfied are you with the quality of the supplementary services / value added service provided?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 14 2 12 5 0 19
% 73.7 10.5 63.2 26.3 0.0 100
BSNL (Urban) Count 11 2 9 2 0 13
% 84.6 15.4 69.2 15.4 0.0 100
BSNL (Rural) Count 3 0 3 3 0 6
% 50.0 0.0 50.0 50.0 0.0 100
24(a). How satisfied are you with the process of activating value added services or the process of unsubscribing?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 13 1 12 6 0 19
% 68.5 5.3 63.2 31.6 0.0 100
BSNL (Urban) Count 9 0 9 4 0 13
% 69.2 0.0 69.2 30.8 0.0 100
BSNL (Rural) Count 4 1 3 2 0 6
% 66.7 16.7 50.0 33.3 0.0 100
24(b).Please tell me reasons for your dissatisfaction
Service Providers
Not informed of
charges Activated without
consent
Not informed about toll free
number for unsubscribing
Total
BSNL (Total) Count 6 0 0 6
% 100.0 0.0 0.0 100
BSNL (Urban) Count 4 0 0 4
% 100.0 0.0 0.0 100
BSNL (Rural) Count 2 0 0 2
% 100.0 0.0 0.0 100
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25. In the last 6 months have you faced the problem of unauthorized activation of VAS by your service provider?
Service Providers
Yes No Total
BSNL (Total) Count 13 1198 1211
% 1.1 98.9 100
BSNL (Urban) Count 10 1048 1058
% 0.9 99.1 100
BSNL (Rural) Count 3 150 153
% 2.0 98.0 100
25(a). How satisfied are you with the resolution of your complaint for deactivation of VAS?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 6 1 5 7 0 13
% 46.2 7.7 38.5 53.8 0.0 100
BSNL (Urban) Count 6 1 5 4 0 10
% 60.0 10.0 50.0 40.0 0.0 100
BSNL (Rural) Count 0 0 0 3 0 3
% 0.0 0.0 0.0 100.0 0.0 100
G. OVERALL CUSTOMER SATISFACTION
26(a). How satisfied are you with the overall quality of your telephone service?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 1104 122 982 104 3 1211
% 91.2 10.1 81.1 8.6 0.2 100
BSNL (Urban) Count 973 121 852 83 2 1058
% 91.9 11.4 80.5 7.8 0.2 100
BSNL (Rural) Count 131 1 130 21 1 153
% 85.7 0.7 85.0 13.7 0.7 100
H. GENERAL INFORMATION
27. What kind of other services are you also taking from this service provider?
Service Providers
Broadband Mobile Other None Total
BSNL (Total) Count 221 159 3 828 1211
% 18.2 13.1 0.2 68.4 100
BSNL (Urban) Count 209 151 2 696 1058
% 19.8 14.3 0.2 65.8 100
BSNL (Rural) Count 12 8 1 132 153
% 7.8 5.2 0.7 86.3 100
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28(a). Have you terminated a telephone connection that you had in the last 6 month?
Service Providers
Yes No Total
BSNL (Total) Count 3 1208 1211
% 0.2 99.8 100
BSNL (Urban) Count 1 1057 1058
% 0.1 99.9 100
BSNL (Rural) Count 2 151 153
% 1.3 98.7 100
28(b). If Yes, Please name your service provider?
Service Providers
Airtel BSNL Reliance Tata Total
BSNL (Total) Count 0 3 0 0 3
% 0.0 100.0 0.0 0.0 100
BSNL (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
BSNL (Rural) Count 0 2 0 0 2
% 0.0 100.0 0.0 0.0 100
29. How many days were taken for termination of your telephone connection?
Service Providers
1 day 2-3 days 4-7 days More than 7
days Total
BSNL (Total) Count 1 1 1 0 3
% 33.3 33.3 33.3 0.0 100
BSNL (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
BSNL (Rural) Count 1 0 1 0 2
% 50.0 0.0 50.0 0.0 100
30. Are you aware that in case your fault was not repaired within 3 days you are entitled for rent rebate?
Service Providers
Yes No Total
BSNL (Total) Count 129 1082 1211
% 10.7 89.3 100
BSNL (Urban) Count 87 971 1058
% 8.2 91.8 100
BSNL (Rural) Count 42 111 153
% 27.5 72.5 100
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31. Are you aware about the facility for registering your telephone number with the service provider for not receiving unwanted tele marketing calls/SMS?
Service Providers
Yes No Total
BSNL (Total) Count 165 1046 1211
% 13.6 86.4 100
BSNL (Urban) Count 138 920 1058
% 13.0 87.0 100
BSNL (Rural) Count 27 126 153
% 17.6 82.4 100
32(a). Have you registered with your service provider for not receiving any unwanted tele marketing calls/SMS?
Service Providers
Yes No Total
BSNL (Total) Count 1 164 165
% 0.6 99.4 100
BSNL (Urban) Count 0 138 138
% 0.0 100.0 100
BSNL (Rural) Count 1 26 27
% 3.7 96.3 100
32(b). Is there a significant reduction in number of unwanted tele marketing calls/SMS received even after registering?
Service Providers
Stopped receiving
Considerable decrease
Slight decrease
No change Total
BSNL (Total) Count 0 0 0 1 1
% 0.0 0.0 0.0 100.0 100
BSNL (Urban) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 1 1
% 0.0 0.0 0.0 100.0 100
32(c). Have you made any complaint to your service provider on getting such unwanted tele-marketing calls/ SMS even after registering your telephone number?
Service Providers
Yes No Total
BSNL (Total) Count 0 1 1
% 0.0 100.0 100
BSNL (Urban) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Rural) Count 0 1 1
% 0.0 100.0 100
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32(d). If Yes, then indicate whether……..
Service Providers
Complaint was
registered by the service
provider and informed about the
action taken on the
complaint
Complaint was
registered by the service
provider and did
not inform about
the action
taken on the
complaint
Service Provider
refused to register the complaint
Difficult to lodge the complaint
Total
BSNL (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
33. On a scale of 1 – 10 where “10” is “Very Good” and “1” is “Very Poor”, how do you rate your service provider?
Service Providers
1 2 3 4 5 6 7 8 9 10 Total
BSNL (Total) Count 0 13 31 33 97 204 424 323 74 12 1211
% 0.0 1.1 2.6 2.7 8.0 16.8 35.0 26.7 6.1 1.0 100
BSNL (Urban) Count 0 12 29 25 79 168 366 296 72 11 1058
% 0.0 1.1 2.7 2.4 7.5 15.9 34.6 28.0 6.8 1.0 100
BSNL (Rural) Count 0 1 2 8 18 36 58 27 2 1 153
% 0.0 0.7 1.3 5.2 11.8 23.5 37.9 17.6 1.3 0.7 100
QUESTIONNAIRE FOR ASSESSMENT OF IMPLEMENTATION AND EFFECTIVENESS OF TELECOM
CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCES REGULATIONS, 2007
34(a). Are you aware of the call centre telephone number of your telecom service provider for making complaints/ query??
Service Providers
Yes No Total
BSNL (Total) Count 1048 163 1211
% 86.5 13.5 100
BSNL (Urban) Count 943 115 1058
% 89.1 10.9 100
BSNL (Rural) Count 105 48 153
% 68.6 31.4 100
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34(b). Have you made any complaint within last 6 months to the toll free Call Centre/ Customer Care/
Helpline telephone number?
Service
Providers Yes No Total
BSNL (Total) Count 185 1026 1211
% 15.3 84.7 100
BSNL (Urban) Count 166 892 1058
% 15.7 84.3 100
BSNL (Rural) Count 19 134 153
% 12.4 87.6 100
35. With respect to complaint made by you to the call centre, please specify which of these was most applicable to you?
Service Providers
Complaint was
registered and
docket number
Received
Complaint was
registered and
docket number
not Received
Complaint was
registered and
docket number provided
on request
Complaint was
registered and
docket number
not provided even on request
Refused to register
the complaint
Total
BSNL (Total) Count 70 98 13 4 0 185
% 37.8 53.0 7.0 2.2 0.0 100
BSNL (Urban) Count 65 86 11 4 0 166
% 39.2 51.8 6.6 2.4 0.0 100
BSNL (Rural) Count 5 12 2 0 0 19
% 26.3 63.2 10.5 0.0 0.0 100
36. Did the Call Centre inform you about the action taken on your complaint?
Service Providers Yes No Total
BSNL (Total) Count 55 130 185
% 29.7 70.3 100
BSNL (Urban) Count 46 120 166
% 27.7 72.3 100
BSNL (Rural) Count 9 10 19
% 47.4 52.6 100
37. Was your billing/ charging complaint resolved satisfactorily by call centre/customer care within four weeks after lodging of the complaint?
Service Providers
Yes No Not applicable Total
BSNL (Total) Count 35 114 36 185
% 18.9 61.6 19.5 100
BSNL (Urban) Count 29 105 32 166
% 17.5 63.3 19.3 100
BSNL (Rural) Count 6 9 4 19
% 31.6 47.4 21.1 100
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38. In case the complaint has not been resolved by the call centre, you can contact the next level called as Nodal Officer. Are you aware of the contact details of the Nodal Officer?
Service Providers
Yes No Total
BSNL (Total) Count 5 1206 1211
% 0.4 99.6 100
BSNL (Urban) Count 4 1054 1058
% 0.4 99.6 100
BSNL (Rural) Count 1 152 153
% 0.7 99.3 100
39(a). Have you ever made a complaint to the Nodal Officer regarding your complaints not resolved or unsatisfactorily resolved by the Call Center/Customer Care?
Service Providers
Yes No Total
BSNL (Total) Count 0 5 5
% 0.0 100.0 100
BSNL (Urban) Count 0 4 4
% 0.0 100.0 100
BSNL (Rural) Count 0 1 1
% 0.0 100.0 100
39(b). Were you able to contact the Nodal officer without difficulty?
Service Providers
Yes No Total
BSNL (Total) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
40. Did the Nodal Officer intimate you about the decision taken on your complaint?
Service Providers
Yes No Total
BSNL (Total) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
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41. How satisfied are you with the redressal of the complaint by the Nodal Officer?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
42. Please specify the reason(s) for your dissatisfaction. [MULTIPLE CODE]
Service Providers
Difficult to connect to the Nodal
Officer
Nodal Officer not
polite/courteous
Time taken by Nodal
Officer for redressal of complaint is
to long
Nodal Officer was unable to
understand the problem
Total
BSNL (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
43. In case the complaint has not been resolved by the Nodal Officer or you are not satisfied with the decision taken by the Nodal Officer, you can file an appeal to the Appellate Authority of the service provider. Are you aware of the contact details of the Appellate Authority for filing of appeals?
Service Providers Yes No Total
BSNL (Total) Count 0 1211 1211
% 0.0 100.0 100
BSNL (Urban) Count 0 1058 1058
% 0.0 100.0 100
BSNL (Rural) Count 0 153 153
% 0.0 100.0 100
44. Have you filed any appeal in last 6 months?
Service Providers
Yes No Total
BSNL (Total) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
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45. Did you receive any acknowledgement?
Service Providers
Yes No Total
BSNL (Total) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
46. Did the appellate authority take a decision upon your appeal within 3 months of filing the appeal?
Service Providers Yes No Appeal filed only recently
Total
BSNL (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
50. Have you been provided the Manual of Practice, containing the terms and conditions of service, toll free number of Call Centre and contact detail of Nodal Officer and Appellate Authority for complaint redressal etc., while subscribing the new telephone connection?”
Service Providers
Yes No Do not
remember Total
BSNL (Total) Count 687 163 361 1211
% 56.7 13.5 29.8 100
BSNL (Urban) Count 625 129 304 1058
% 59.1 12.2 28.7 100
BSNL (Rural) Count 62 34 57 153
% 40.5 22.2 37.3 100
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ANNEXURE-CELLULAR MOBILE SERVICES
1. How satisfied are you with the process and time taken to activate the mobile connection, after you applied and completed all formalities?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 587 8 579 12 1 600
% 97.8 1.3 96.5 2 0.2 100
Aircel (Urban) Count 457 6 451 11 1 469
% 97.5 1.3 96.2 2.3 0.2 100
Aircel (Rural) Count 130 2 128 1 0 131
% 99.2 1.5 97.7 0.8 0.0 100
Airtel (Total) Count 637 11 626 16 1 654
% 97.4 1.7 95.7 2.4 0.2 100
Airtel (Urban) Count 455 7 448 16 1 472
% 96.4 1.5 94.9 3.4 0.2 100
Airtel (Rural) Count 182 4 178 0 0 182
% 100 2.2 97.8 0.0 0.0 100
BSNL (Total) Count 1167 34 1133 41 1 1209
% 96.5 2.8 93.7 3.4 0.1 100
BSNL (Urban) Count 842 25 817 30 1 873
% 96.5 2.9 93.6 3.4 0.1 100
BSNL (Rural) Count 325 9 316 11 0 336
% 96.7 2.7 94 3.3 0.0 100
Idea (Total) Count 619 12 607 1 3 623
% 99.3 1.9 97.4 0.2 0.5 100
Idea (Urban) Count 470 5 465 1 3 474
% 99.2 1.1 98.1 0.2 0.6 100
Idea (Rural) Count 149 7 142 0 0 149
% 100 4.7 95.3 0.0 0.0 100
MTS (Total) Count 600 9 591 6 1 607
% 98.9 1.5 97.4 1 0.2 100
MTS (Urban) Count 500 3 497 4 1 505
% 99 0.6 98.4 0.8 0.2 100
MTS (Rural) Count 100 6 94 2 0 102
% 98.1 5.9 92.2 2 0.0 100
Rel Com (Total) Count 685 12 673 0 0 685
% 100 1.8 98.2 0.0 0.0 100
Rel Com (Urban)
Count 595 9 586 0 0 595
% 100 1.5 98.5 0.0 0.0 100
Rel Com (Rural) Count 90 3 87 0 0 90
% 100 3.3 96.7 0.0 0.0 100
Rel Tel (Total) Count 617 10 607 6 0 623
% 99 1.6 97.4 1 0.0 100
Rel Tel (Urban) Count 432 6 426 6 0 438
% 98.7 1.4 97.3 1.4 0.0 100
Rel Tel (Rural) Count 185 4 181 0 0 185
% 100 2.2 97.8 0.0 0.0 100
TTSL (Total) Count 598 9 589 2 0 600
% 99.7 1.5 98.2 0.3 0.0 100
TTSL (Urban) Count 479 6 473 2 0 481
% 99.5 1.2 98.3 0.4 0.0 100
TTSL (Rural) Count 119 3 116 0 0 119
% 100 2.5 97.5 0.0 0.0 100
Uninor (Total) Count 593 12 581 10 3 606
% 97.9 2 95.9 1.7 0.5 100
Uninor (Urban) Count 450 8 442 9 3 462
% 97.4 1.7 95.7 1.9 0.6 100
Uninor (Rural) Count 143 4 139 1 0 144
% 99.3 2.8 96.5 0.7 0.0 100
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1. How satisfied are you with the process and time taken to activate the mobile connection, after you applied and completed all formalities?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Vodafone (Total) Count 604 10 594 8 0 612
% 98.7 1.6 97.1 1.3 0.0 100
Vodafone (Urban)
Count 399 6 393 7 0 406
% 98.3 1.5 96.8 1.7 0.0 100
Vodafone (Rural) Count 205 4 201 1 0 206
% 99.5 1.9 97.6 0.5 0.0 100
Overall Count 6707 127 6580 102 10 6819
% 98.4 1.9 96.5 1.5 0.1 100
Overall (Urban) Count 5079 81 4998 86 10 5175
% 98.2 1.6 96.6 1.7 0.2 100
Overall (Rural) Count 1628 46 1582 16 0 1644
% 99.0 2.8 96.2 1.0 0.0 100
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2. Have you been informed in writing, at the time of subscription of service or within a week of activation of service the complete details of your tariff plan?
Service Providers
Yes No Total
Aircel (Total) Count 370 230 600
% 61.7 38.3 100
Aircel (Urban) Count 241 228 469
% 51.4 48.6 100
Aircel (Rural) Count 129 2 131
% 98.5 1.5 100
Airtel (Total) Count 394 260 654
% 60.2 39.8 100
Airtel (Urban) Count 233 239 472
% 49.4 50.6 100
Airtel (Rural) Count 161 21 182
% 88.5 11.5 100
BSNL (Total) Count 585 624 1209
% 48.4 51.6 100
BSNL (Urban) Count 330 543 873
% 37.8 62.2 100
BSNL (Rural) Count 255 81 336
% 75.9 24.1 100
Idea (Total) Count 433 190 623
% 69.5 30.5 100
Idea (Urban) Count 285 189 474
% 60.1 39.9 100
Idea (Rural) Count 148 1 149
% 99.3 0.7 100
MTS (Total) Count 414 193 607
% 68.2 31.8 100
MTS (Urban) Count 314 191 505
% 62.2 37.8 100
MTS (Rural) Count 100 2 102
% 98 2 100
Rel Com (Total) Count 433 252 685
% 63.2 36.8 100
Rel Com (Urban) Count 350 245 595
% 58.8 41.2 100
Rel Com (Rural) Count 83 7 90
% 92.2 7.8 100
Rel Tel (Total) Count 416 207 623
% 66.8 33.2 100
Rel Tel (Urban) Count 234 204 438
% 53.4 46.6 100
Rel Tel (Rural) Count 182 3 185
% 98.4 1.6 100
TTSL (Total) Count 385 215 600
% 64.2 35.8 100
TTSL (Urban) Count 266 215 481
% 55.3 44.7 100
TTSL (Rural) Count 119 0 119
% 100 0.0 100
Uninor (Total) Count 440 166 606
% 72.6 27.4 100
Uninor (Urban) Count 297 165 462
% 64.3 35.7 100
Uninor (Rural) Count 143 1 144
% 99.3 0.7 100
Vodafone (Total) Count 426 186 612
% 69.6 30.4 100
Vodafone (Urban) Count 224 182 406
% 55.2 44.8 100
Vodafone (Rural) Count 202 4 206
% 98.1 1.9 100
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2. Have you been informed in writing, at the time of subscription of service or within a week of activation of service the complete details of your tariff plan?
Service Providers
Yes No Total
Overall Count 4296 2523 6819
% 63.0 37.0 100
Overall (Urban) Count 2774 2401 5175
% 53.6 46.4 100
Overall (Rural) Count 1522 122 1644
% 92.6 7.4 100
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3. How satisfied are you with the ease of understanding or with provision of all relevant information related to tariff plans & charges?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 586 2 584 14 0 600
% 97.6 0.3 97.3 2.3 0.0 100
Aircel (Urban) Count 456 1 455 13 0 469
% 97.2 0.2 97 2.8 0.0 100
Aircel (Rural) Count 130 1 129 1 0 131
% 99.3 0.8 98.5 0.8 0.0 100
Airtel (Total) Count 625 3 622 28 1 654
% 95.6 0.5 95.1 4.3 0.2 100
Airtel (Urban) Count 450 2 448 21 1 472
% 95.3 0.4 94.9 4.4 0.2 100
Airtel (Rural) Count 175 1 174 7 0 182
% 96.1 0.5 95.6 3.8 0.0 100
BSNL (Total) Count 1123 17 1106 82 4 1209
% 92.9 1.4 91.5 6.8 0.3 100
BSNL (Urban) Count 819 16 803 52 2 873
% 93.8 1.8 92 6 0.2 100
BSNL (Rural) Count 304 1 303 30 2 336
% 90.5 0.3 90.2 8.9 0.6 100
Idea (Total) Count 623 14 609 0 0 623
% 100 2.2 97.8 0.0 0.0 100
Idea (Urban) Count 474 11 463 0 0 474
% 100 2.3 97.7 0.0 0.0 100
Idea (Rural) Count 149 3 146 0 0 149
% 100 2 98 0.0 0.0 100
MTS (Total) Count 600 13 587 5 2 607
% 98.8 2.1 96.7 0.8 0.3 100
MTS (Urban) Count 499 7 492 4 2 505
% 98.8 1.4 97.4 0.8 0.4 100
MTS (Rural) Count 101 6 95 1 0 102
% 99 5.9 93.1 1 0.0 100
Rel Com (Total) Count 684 7 677 1 0 685
% 99.8 1 98.8 0.1 0.0 100
Rel Com (Urban) Count 594 4 590 1 0 595
% 99.9 0.7 99.2 0.2 0.0 100
Rel Com (Rural) Count 90 3 87 0 0 90
% 100 3.3 96.7 0.0 0.0 100
Rel Tel (Total) Count 617 8 609 5 1 623
% 99.1 1.3 97.8 0.8 0.2 100
Rel Tel (Urban) Count 432 5 427 5 1 438
% 98.6 1.1 97.5 1.1 0.2 100
Rel Tel (Rural) Count 185 3 182 0 0 185
% 100 1.6 98.4 0.0 0.0 100
TTSL (Total) Count 598 7 591 2 0 600
% 99.7 1.2 98.5 0.3 0.0 100
TTSL (Urban) Count 479 4 475 2 0 481
% 99.6 0.8 98.8 0.4 0.0 100
TTSL (Rural) Count 119 3 116 0 0 119
% 100 2.5 97.5 0.0 0.0 100
Uninor (Total) Count 595 9 586 11 0 606
% 98.2 1.5 96.7 1.8 0.0 100
Uninor (Urban) Count 451 8 443 11 0 462
% 97.6 1.7 95.9 2.4 0.0 100
Uninor (Rural) Count 144 1 143 0 0 144
% 100 0.7 99.3 0.0 0.0 100
Vodafone (Total) Count 590 5 585 22 0 612
% 96.4 0.8 95.6 3.6 0.0 100
Vodafone (Urban) Count 387 4 383 19 0 406
% 95.3 1 94.3 4.7 0.0 100
Vodafone (Rural) Count 203 1 202 3 0 206
% 98.6 0.5 98.1 1.5 0.0 100
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3. How satisfied are you with the ease of understanding or with provision of all relevant information related to tariff plans & charges?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 6641 85 6556 170 8 6819
% 97.3 1.2 96.1 2.5 0.1 100
Overall (Urban) Count 5041 62 4979 128 6 5175
% 97.4 1.2 96.2 2.5 0.1 100
Overall (Rural) Count 1600 23 1577 42 2 1644
% 97.3 1.4 95.9 2.6 0.1 100
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BILLING RELATED- PREPAID CUSTOMERS
4(a). How satisfied are you with the accuracy of charges for the services used such as call, SMS, GPRS etc?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 577 3 574 21 2 600
% 96.2 0.5 95.7 3.5 0.3 100
Aircel (Urban) Count 447 2 445 20 2 469
% 95.3 0.4 94.9 4.3 0.4 100
Aircel (Rural) Count 130 1 129 1 0 131
% 99.3 0.8 98.5 0.8 0.0 100
Airtel (Total) Count 613 8 605 39 2 654
% 93.7 1.2 92.5 6 0.3 100
Airtel (Urban) Count 441 6 435 29 2 472
% 93.5 1.3 92.2 6.1 0.4 100
Airtel (Rural) Count 172 2 170 10 0 182
% 94.5 1.1 93.4 5.5 0.0 100
BSNL (Total) Count 1119 15 1104 68 10 1197
% 93.5 1.3 92.2 5.7 0.8 100
BSNL (Urban) Count 819 13 806 41 7 867
% 94.5 1.5 93 4.7 0.8 100
BSNL (Rural) Count 300 2 298 27 3 330
% 90.9 0.6 90.3 8.2 0.9 100
Idea (Total) Count 574 6 568 1 0 575
% 99.8 1 98.8 0.2 0.0 100
Idea (Urban) Count 428 2 426 1 0 429
% 99.8 0.5 99.3 0.2 0.0 100
Idea (Rural) Count 146 4 142 0 0 146
% 100 2.7 97.3 0.0 0.0 100
MTS (Total) Count 589 9 580 16 2 607
% 97.1 1.5 95.6 2.6 0.3 100
MTS (Urban) Count 488 7 481 15 2 505
% 96.6 1.4 95.2 3 0.4 100
MTS (Rural) Count 101 2 99 1 0 102
% 99.1 2 97.1 1 0.0 100
Rel Com (Total) Count 681 5 676 2 2 685
% 99.4 0.7 98.7 0.3 0.3 100
Rel Com (Urban)
Count 591 3 588 2 2 595
% 99.3 0.5 98.8 0.3 0.3 100
Rel Com (Rural)
Count 90 2 88 0 0 90
% 100 2.2 97.8 0.0 0.0 100
Rel Tel (Total) Count 608 10 598 15 0 623
% 97.6 1.6 96 2.4 0.0 100
Rel Tel (Urban) Count 424 4 420 14 0 438
% 96.8 0.9 95.9 3.2 0.0 100
Rel Tel (Rural) Count 184 6 178 1 0 185
% 99.4 3.2 96.2 0.5 0.0 100
TTSL (Total) Count 586 7 579 4 2 592
% 99 1.2 97.8 0.7 0.3 100
TTSL (Urban) Count 469 5 464 3 2 474
% 99 1.1 97.9 0.6 0.4 100
TTSL (Rural) Count 117 2 115 1 0 118
% 99.2 1.7 97.5 0.8 0.0 100
Uninor (Total) Count 574 14 560 30 2 606
% 94.7 2.3 92.4 5 0.3 100
Uninor (Urban) Count 432 9 423 29 1 462
% 93.5 1.9 91.6 6.3 0.2 100
Uninor (Rural) Count 142 5 137 1 1 144
% 98.6 3.5 95.1 0.7 0.7 100
Vodafone (Total)
Count 594 4 590 18 0 612
% 97.1 0.7 96.4 2.9 0.0 100
Vodafone (Urban)
Count 389 3 386 17 0 406
% 95.8 0.7 95.1 4.2 0.0 100
Vodafone (Rural)
Count 205 1 204 1 0 206
% 99.5 0.5 99 0.5 0.0 100
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4(a). How satisfied are you with the accuracy of charges for the services used such as call, SMS, GPRS etc?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 6515 81 6434 214 22 6751
% 96.5 1.2 95.3 3.2 0.3 100
Overall (Urban)
Count 4928 54 4874 171 18 5117
% 96.4 1.1 95.3 3.3 0.4 100
Overall (Rural) Count 1587 27 1560 43 4 1634
% 97.2 1.7 95.5 2.6 0.2 100
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4(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Charges not as per tariff plan
subscribed
Tariff plan changed without
information
Charged for value
added services
not subscribed
Charged for calls/services
not made/used
Others Total
Aircel (Total) Count 6 7 7 6 0 23
% 26.1 30.4 30.4 26.1 0.0 100.0
Aircel (Urban) Count 6 7 6 6 0 22
% 27.3 31.8 27.3 27.3 0.0 100.0
Aircel (Rural) Count 0 0 1 0 0 1
% 0.0 0.0 100.0 0.0 0.0 100.0
Airtel (Total) Count 7 10 9 13 3 41
% 17.1 24.4 22.0 31.7 7.3 100.0
Airtel (Urban) Count 7 9 8 8 0 31
% 22.6 29.0 25.8 25.8 0.0 100.0
Airtel (Rural) Count 0 1 1 5 3 10
% 0.0 10.0 10.0 50.0 30.0 100.0
BSNL (Total) Count 5 25 28 14 10 78
% 6.4 32.1 35.9 17.9 12.8 100.0
BSNL (Urban) Count 4 17 20 8 3 48
% 8.3 35.4 41.7 16.7 6.3 100.0
BSNL (Rural) Count 1 8 8 6 7 30
% 3.3 26.7 26.7 20.0 23.3 100.0
Idea (Total) Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100 0.0 100
Idea (Urban) Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100 0.0 100
Idea (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Total) Count 5 5 3 4 1 18
% 27.8 27.8 16.7 22.2 5.6 100.0
MTS (Urban) Count 5 5 2 4 1 17
% 29.4 29.4 11.8 23.5 5.9 100.0
MTS (Rural) Count 0 0 1 0 0 1
% 0.0 0.0 100.0 0.0 0.0 100.0
Rel Com (Total) Count 0 1 2 1 0 4
% 0.0 25 50 25 0.0 100
Rel Com (Urban)
Count 0 1 2 1 0 4
% 0.0 25 50 25 0.0 100
Rel Com (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 2 11 1 1 0 15
% 13.3 73.3 6.7 6.7 0.0 100.0
Rel Tel (Urban) Count 1 11 1 1 0 14
% 7.1 78.6 7.1 7.1 0.0 100.0
Rel Tel (Rural) Count 1 0 0 0 0 1
% 100.0 0.0 0.0 0.0 0.0 100.0
TTSL (Total) Count 1 2 1 2 0 6
% 16.7 33.3 16.7 33.3 0.0 100.0
TTSL (Urban) Count 1 2 0 2 0 5
% 20.0 40.0 0.0 40.0 0.0 100.0
TTSL (Rural) Count 0 0 1 0 0 1
% 0.0 0.0 100.0 0.0 0.0 100.0
Uninor (Total) Count 12 11 10 3 0 32
% 37.5 34.4 31.3 9.4 0.0 100.0
Uninor (Urban) Count 12 11 9 2 0 30
% 40.0 36.7 30.0 6.7 0.0 100.0
Uninor (Rural) Count 0 0 1 1 0 2
% 0.0 0.0 50.0 50.0 0.0 100.0
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4(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Charges not as per tariff plan
subscribed
Tariff plan changed without
information
Charged for value
added services
not subscribed
Charged for calls/services
not made/used
Others Total
Vodafone (Total)
Count 3 4 8 6 0 18
% 16.7 22.2 44.4 33.3 0.0 100.0
Vodafone (Urban)
Count 3 4 8 5 0 17
% 17.6 23.5 47.1 29.4 0.0 100.0
Vodafone (Rural)
Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100.0 0.0 100.0
Overall Count 41 76 69 51 14 236
% 17.4 32.2 29.2 21.6 5.9 100.0
Overall (Urban)
Count 39 67 56 38 4 189
% 20.6 35.4 29.6 20.1 2.1 100.0
Overall (Rural) Count 2 9 13 13 10 47
% 4.3 19.1 27.7 27.7 21.3 100.0
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5(a). Have you made any complaint related to charging/credit/ waiver/ validity/ adjustments in the last 6 months?
Service Providers
Yes No Total
Aircel (Total) Count 121 479 600
% 20.2 79.8 100
Aircel (Urban) Count 94 375 469
% 20 80 100
Aircel (Rural) Count 27 104 131
% 20.6 79.4 100
Airtel (Total) Count 130 524 654
% 19.9 80.1 100
Airtel (Urban) Count 94 378 472
% 19.9 80.1 100
Airtel (Rural) Count 36 146 182
% 19.8 80.2 100
BSNL (Total) Count 131 1066 1197
% 10.9 89.1 100
BSNL (Urban) Count 91 776 867
% 10.5 89.5 100
BSNL (Rural) Count 40 290 330
% 12.1 87.9 100
Idea (Total) Count 147 428 575
% 25.6 74.4 100
Idea (Urban) Count 118 311 429
% 27.5 72.5 100
Idea (Rural) Count 29 117 146
% 19.9 80.1 100
MTS (Total) Count 185 422 607
% 30.5 69.5 100
MTS (Urban) Count 160 345 505
% 31.7 68.3 100
MTS (Rural) Count 25 77 102
% 24.5 75.5 100
Rel Com (Total) Count 241 444 685
% 35.2 64.8 100
Rel Com (Urban) Count 217 378 595
% 36.5 63.5 100
Rel Com (Rural) Count 24 66 90
% 26.7 73.3 100
Rel Tel (Total) Count 195 428 623
% 31.3 68.7 100
Rel Tel (Urban) Count 158 280 438
% 36.1 63.9 100
Rel Tel (Rural) Count 37 148 185
% 20 80 100
TTSL (Total) Count 126 466 592
% 21.3 78.7 100
TTSL (Urban) Count 96 378 474
% 20.3 79.7 100
TTSL (Rural) Count 30 88 118
% 25.4 74.6 100
Uninor (Total) Count 109 497 606
% 18 82 100
Uninor (Urban) Count 81 381 462
% 17.5 82.5 100
Uninor (Rural) Count 28 116 144
% 19.4 80.6 100
Vodafone (Total) Count 105 507 612
% 17.2 82.8 100
Vodafone (Urban) Count 69 337 406
% 17 83 100
Vodafone (Rural) Count 36 170 206
% 17.5 82.5 100
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5(a). Have you made any complaint related to charging/credit/ waiver/ validity/ adjustments in the last 6 months?
Service Providers
Yes No Total
Overall Count 1490 5261 6751
% 22.1 77.9 100
Overall (Urban) Count 1178 3939 5117
% 23.0 77.0 100
Overall (Rural) Count 312 1322 1634
% 19.1 80.9 100
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5(b). How satisfied are you with the resolution of the complaints and the resulting refund/ credit/ waiver of excess charges on account of such resolution of complaints?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 79 3 76 40 2 121
% 65.3 2.5 62.8 33.1 1.7 100
Aircel (Urban) Count 67 3 64 25 2 94
% 71.3 3.2 68.1 26.6 2.1 100
Aircel (Rural) Count 12 0 12 15 0 27
% 44.4 0.0 44.4 55.6 0.0 100
Airtel (Total) Count 94 11 83 35 1 130
% 72.3 8.5 63.8 26.9 0.8 100
Airtel (Urban) Count 72 6 66 21 1 94
% 76.6 6.4 70.2 22.3 1.1 100
Airtel (Rural) Count 22 5 17 14 0 36
% 61.1 13.9 47.2 38.9 0.0 100
BSNL (Total) Count 88 4 84 39 4 131
% 67.2 3.1 64.1 29.8 3.1 100
BSNL (Urban) Count 67 4 63 21 3 91
% 73.6 4.4 69.2 23.1 3.3 100
BSNL (Rural) Count 21 0 21 18 1 40
% 52.5 0.0 52.5 45 2.5 100
Idea (Total) Count 122 2 120 22 3 147
% 83 1.4 81.6 15 2 100
Idea (Urban) Count 102 1 101 13 3 118
% 86.4 0.8 85.6 11 2.5 100
Idea (Rural) Count 20 1 19 9 0 29
% 68.9 3.4 65.5 31 0.0 100
MTS (Total) Count 144 3 141 34 7 185
% 77.8 1.6 76.2 18.4 3.8 100
MTS (Urban) Count 126 2 124 27 7 160
% 78.8 1.3 77.5 16.9 4.4 100
MTS (Rural) Count 18 1 17 7 0 25
% 72 4 68 28 0.0 100
Rel Com (Total) Count 188 1 187 46 7 241
% 78 0.4 77.6 19.1 2.9 100
Rel Com (Urban)
Count 173 1 172 37 7 217
% 79.8 0.5 79.3 17.1 3.2 100
Rel Com (Rural) Count 15 0 15 9 0 24
% 62.5 0.0 62.5 37.5 0.0 100
Rel Tel (Total) Count 114 5 109 76 5 195
% 58.5 2.6 55.9 39 2.6 100
Rel Tel (Urban) Count 96 3 93 57 5 158
% 60.8 1.9 58.9 36.1 3.2 100
Rel Tel (Rural) Count 18 2 16 19 0 37
% 48.6 5.4 43.2 51.4 0.0 100
TTSL (Total) Count 90 9 81 36 0 126
% 71.4 7.1 64.3 28.6 0.0 100
TTSL (Urban) Count 73 8 65 23 0 96
% 76 8.3 67.7 24 0.0 100
TTSL (Rural) Count 17 1 16 13 0 30
% 56.6 3.3 53.3 43.3 0.0 100
Uninor (Total) Count 70 3 67 31 8 109
% 64.3 2.8 61.5 28.4 7.3 100
Uninor (Urban) Count 55 2 53 19 7 81
% 67.9 2.5 65.4 23.5 8.6 100
Uninor (Rural) Count 15 1 14 12 1 28
% 53.6 3.6 50 42.9 3.6 100
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5(b). How satisfied are you with the resolution of the complaints and the resulting refund/ credit/ waiver of excess charges on account of such resolution of complaints?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Vodafone (Total) Count 76 4 72 28 1 105
% 72.4 3.8 68.6 26.7 1 100
Vodafone (Urban)
Count 53 4 49 16 0 69
% 76.8 5.8 71 23.2 0.0 100
Vodafone (Rural)
Count 23 0 23 12 1 36
% 63.9 0.0 63.9 33.3 2.8 100
Overall Count 1065 45 1020 387 38 1490
% 71.5 3.0 68.5 26.0 2.6 100
Overall (Urban) Count 884 34 850 259 35 1178
% 75.1 2.9 72.2 22.0 3.0 100
Overall (Rural) Count 181 11 170 128 3 312
% 58.0 3.5 54.5 41.0 1.0 100
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5(c). How satisfied are you with the ease of recharging process and the transparency of recharge offer?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 580 13 567 9 11 600
% 96.7 2.2 94.5 1.5 1.8 100
Aircel (Urban) Count 451 12 439 7 11 469
% 96.2 2.6 93.6 1.5 2.3 100
Aircel (Rural) Count 129 1 128 2 0 131
% 98.5 0.8 97.7 1.5 0.0 100
Airtel (Total) Count 620 17 603 23 11 654
% 94.8 2.6 92.2 3.5 1.7 100
Airtel (Urban) Count 446 10 436 16 10 472
% 94.5 2.1 92.4 3.4 2.1 100
Airtel (Rural) Count 174 7 167 7 1 182
% 95.6 3.8 91.8 3.8 0.5 100
BSNL (Total) Count 1134 27 1107 59 4 1197
% 94.8 2.3 92.5 4.9 0.3 100
BSNL (Urban) Count 834 21 813 31 2 867
% 96.2 2.4 93.8 3.6 0.2 100
BSNL (Rural) Count 300 6 294 28 2 330
% 90.9 1.8 89.1 8.5 0.6 100
Idea (Total) Count 559 9 550 8 8 575
% 97.3 1.6 95.7 1.4 1.4 100
Idea (Urban) Count 417 4 413 4 8 429
% 97.2 0.9 96.3 0.9 1.9 100
Idea (Rural) Count 142 5 137 4 0 146
% 97.2 3.4 93.8 2.7 0.0 100
MTS (Total) Count 577 6 571 23 7 607
% 95.1 1 94.1 3.8 1.2 100
MTS (Urban) Count 477 3 474 21 7 505
% 94.5 0.6 93.9 4.2 1.4 100
MTS (Rural) Count 100 3 97 2 0 102
% 98 2.9 95.1 2 0.0 100
Rel Com (Total) Count 680 10 670 5 0 685
% 99.3 1.5 97.8 0.7 0.0 100
Rel Com (Urban)
Count 591 7 584 4 0 595
% 99.4 1.2 98.2 0.7 0.0 100
Rel Com (Rural)
Count 89 3 86 1 0 90
% 98.9 3.3 95.6 1.1 0.0 100
Rel Tel (Total) Count 618 14 604 3 2 623
% 99.2 2.2 97 0.5 0.3 100
Rel Tel (Urban) Count 433 7 426 3 2 438
% 98.9 1.6 97.3 0.7 0.5 100
Rel Tel (Rural) Count 185 7 178 0 0 185
% 100 3.8 96.2 0.0 0.0 100
TTSL (Total) Count 587 35 552 5 0 592
% 99.1 5.9 93.2 0.8 0.0 100
TTSL (Urban) Count 471 32 439 3 0 474
% 99.4 6.8 92.6 0.6 0.0 100
TTSL (Rural) Count 116 3 113 2 0 118
% 98.3 2.5 95.8 1.7 0.0 100
Uninor (Total) Count 590 9 581 13 3 606
% 97.4 1.5 95.9 2.1 0.5 100
Uninor (Urban) Count 450 4 446 9 3 462
% 97.4 0.9 96.5 1.9 0.6 100
Uninor (Rural) Count 140 5 135 4 0 144
% 97.3 3.5 93.8 2.8 0.0 100
Vodafone (Total)
Count 604 16 588 5 3 612
% 98.7 2.6 96.1 0.8 0.5 100
Vodafone (Urban)
Count 398 10 388 5 3 406
% 98.1 2.5 95.6 1.2 0.7 100
Vodafone (Rural)
Count 206 6 200 0 0 206
% 100 2.9 97.1 0.0 0.0 100
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5(c). How satisfied are you with the ease of recharging process and the transparency of recharge offer?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 6549 156 6393 153 49 6751
% 97.0 2.3 94.7 2.3 0.7 100
Overall (Urban)
Count 4968 110 4858 103 46 5117
% 97.0 2.1 94.9 2.0 0.9 100
Overall (Rural) Count 1581 46 1535 50 3 1634
% 96.7 2.8 93.9 3.1 0.2 100
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5(d). Please specify the reason(s) for your dissatisfaction.
Service Providers
Lack of complete
information about the
offer
Charges/Services not as per
the offer
Delay in activation
of recharge
Non availability of
all denomination
recharge coupon
Others Total
Aircel (Total) Count 5 5 6 6 0 20
% 25.0 25.0 30.0 30.0 0.0 100.0
Aircel (Urban) Count 5 5 4 5 0 18
% 27.8 27.8 22.2 27.8 0.0 100.0
Aircel (Rural) Count 0 0 2 1 0 2
% 0.0 0.0 100.0 50.0 0.0 100.0
Airtel (Total) Count 7 12 7 9 1 34
% 20.6 35.3 20.6 26.5 2.9 100.0
Airtel (Urban) Count 6 8 6 7 0 26
% 23.1 30.8 23.1 26.9 0.0 100.0
Airtel (Rural) Count 1 4 1 2 1 8
% 12.5 50.0 12.5 25.0 12.5 100.0
BSNL (Total) Count 12 13 22 15 3 63
% 19.0 20.6 34.9 23.8 4.8 100.0
BSNL (Urban) Count 6 7 12 7 3 33
% 18.2 21.2 36.4 21.2 9.1 100.0
BSNL (Rural) Count 6 6 10 8 0 30
% 20.0 20.0 33.3 26.7 0.0 100.0
Idea (Total) Count 3 8 3 2 0 16
% 18.8 50.0 18.8 12.5 0.0 100.0
Idea (Urban) Count 3 7 2 0 0 12
% 25.0 58.3 16.7 0.0 0.0 100.0
Idea (Rural) Count 0 1 1 2 0 4
% 0.0 25.0 25.0 50.0 0.0 100.0
MTS (Total) Count 13 6 7 6 0 30
% 43.3 20.0 23.3 20.0 0.0 100.0
MTS (Urban) Count 13 5 6 6 0 28
% 46.4 17.9 21.4 21.4 0.0 100.0
MTS (Rural) Count 0 1 1 0 0 2
% 0.0 50.0 50.0 0.0 0.0 100.0
Rel Com (Total) Count 4 1 0 2 0 5
% 80.0 20.0 0.0 40.0 0.0 100.0
Rel Com (Urban) Count 3 1 0 2 0 4
% 75.0 25.0 0.0 50.0 0.0 100.0
Rel Com (Rural) Count 1 0 0 0 0 1
% 100.0 0.0 0.0 0.0 0.0 100.0
Rel Tel (Total) Count 2 2 1 1 0 5
% 40 40 20 20 0.0 100
Rel Tel (Urban) Count 2 2 1 1 0 5
% 40 40 20 20 0.0 100
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 2 1 2 0 5
% 0.0 40.0 20.0 40.0 0.0 100.0
TTSL (Urban) Count 0 2 1 0 0 3
% 0.0 66.7 33.3 0.0 0.0 100.0
TTSL (Rural) Count 0 0 0 2 0 2
% 0.0 0.0 0.0 100.0 0.0 100.0
Uninor (Total) Count 4 6 4 5 0 16
% 25.0 37.5 25.0 31.3 0.0 100.0
Uninor (Urban) Count 3 6 2 3 0 12
% 25.0 50.0 16.7 25.0 0.0 100.0
Uninor (Rural) Count 1 0 2 2 0 4
% 25.0 0.0 50.0 50.0 0.0 100.0
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5(d). Please specify the reason(s) for your dissatisfaction.
Service Providers
Lack of complete
information about the
offer
Charges/Services not as per
the offer
Delay in activation
of recharge
Non availability of
all denomination
recharge coupon
Others Total
Vodafone (Total) Count 0 2 2 4 0 8
% 0.0 25 25 50 0.0 100
Vodafone (Urban) Count 0 2 2 4 0 8
% 0.0 25 25 50 0.0 100
Vodafone (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Overall Count 50 57 53 52 4 202
% 24.8 28.2 26.2 25.7 2.0 100.0
Overall (Urban) Count 41 45 36 35 3 149
% 27.5 30.2 24.2 23.5 2.0 100.0
Overall (Rural) Count 9 12 17 17 1 53
% 17.0 22.6 32.1 32.1 1.9 100.0
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5(e). Did you get information regarding call duration, amount deducted for call and balance in the account after every call?
Service Providers
Yes No Total
Aircel (Total) Count 548 52 600
% 91.3 8.7 100
Aircel (Urban) Count 421 48 469
% 89.8 10.2 100
Aircel (Rural) Count 127 4 131
% 96.9 3.1 100
Airtel (Total) Count 578 76 654
% 88.4 11.6 100
Airtel (Urban) Count 401 71 472
% 85 15 100
Airtel (Rural) Count 177 5 182
% 97.3 2.7 100
BSNL (Total) Count 1134 63 1197
% 94.7 5.3 100
BSNL (Urban) Count 836 31 867
% 96.4 3.6 100
BSNL (Rural) Count 298 32 330
% 90.3 9.7 100
Idea (Total) Count 492 83 575
% 85.6 14.4 100
Idea (Urban) Count 347 82 429
% 80.9 19.1 100
Idea (Rural) Count 145 1 146
% 99.3 0.7 100
MTS (Total) Count 572 35 607
% 94.2 5.8 100
MTS (Urban) Count 472 33 505
% 93.5 6.5 100
MTS (Rural) Count 100 2 102
% 98 2 100
Rel Com (Total) Count 492 193 685
% 71.8 28.2 100
Rel Com (Urban) Count 409 186 595
% 68.7 31.3 100
Rel Com (Rural) Count 83 7 90
% 92.2 7.8 100
Rel Tel (Total) Count 580 43 623
% 93.1 6.9 100
Rel Tel (Urban) Count 397 41 438
% 90.6 9.4 100
Rel Tel (Rural) Count 183 2 185
% 98.9 1.1 100
TTSL (Total) Count 489 103 592
% 82.6 17.4 100
TTSL (Urban) Count 373 101 474
% 78.7 21.3 100
TTSL (Rural) Count 116 2 118
% 98.3 1.7 100
Uninor (Total) Count 581 25 606
% 95.9 4.1 100
Uninor (Urban) Count 438 24 462
% 94.8 5.2 100
Uninor (Rural) Count 143 1 144
% 99.3 0.7 100
Vodafone (Total) Count 575 37 612
% 94 6 100
Vodafone (Urban) Count 372 34 406
% 91.6 8.4 100
Vodafone (Rural) Count 203 3 206
% 98.5 1.5 100
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5(e). Did you get information regarding call duration, amount deducted for call and balance in the account after every call?
Service Providers
Yes No Total
Overall Count 6041 710 6751
% 89.5 10.5 100
Overall (Urban) Count 4466 651 5117
% 87.3 12.7 100
Overall (Rural) Count 1575 59 1634
% 96.4 3.6 100
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BILLING RELATED-POSTPAID CUSTOMERS
6. How satisfied are you with the time taken to deliver your bills?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 12 0 12 0 0 12
% 100.0 0.0 100.0 0.0 0.0 100
BSNL (Urban) Count 6 0 6 0 0 6
% 100.0 0.0 100.0 0.0 0.0 100
BSNL (Rural) Count 6 0 6 0 0 6
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Total) Count 48 0 48 0 0 48
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Urban) Count 45 0 45 0 0 45
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Rural) Count 3.0 0 3.0 0 0 3
% 100.0 0.0 100.0 0.0 0.0 100
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 8 0 8 0 0 8
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 7 0 7 0 0 7
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Total)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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6. How satisfied are you with the time taken to deliver your bills?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 68 0 68 0 0 68
% 100.0 0.0 100.0 0.0 0.0 100
Overall (Urban)
Count 58 0 58 0 0 58
% 100.0 0.0 100.0 0.0 0.0 100
Overall (Rural) Count 10 0 10 0 0 10
% 100.0 0.0 100.0 0.0 0.0 100
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7(a). How satisfied are you with the clarity of the bills issued by your service provider in terms of transparency and understandability?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 12 0 12 0 0 12
% 100.0 0.0 100.0 0.0 0.0 100
BSNL (Urban) Count 6 0 6 0 0 6
% 100.0 0.0 100.0 0.0 0.0 100
BSNL (Rural) Count 6 0 6 0 0 6
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Total) Count 48 0 48 0 0 48
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Urban) Count 45 0 45 0 0 45
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Rural) Count 3.0 0 3.0 0 0 3
% 100.0 0.0 100.0 0.0 0.0 100
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 8 0 8 0 0 8
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 7 0 7 0 0 7
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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7(a). How satisfied are you with the clarity of the bills issued by your service provider in terms of transparency and understandability?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 68 0 68 0 0 68
% 100.0 0.0 100.0 0.0 0.0 100
Overall (Urban) Count 58 0 58 0 0 58
% 100.0 0.0 100.0 0.0 0.0 100
Overall (Rural) Count 10 0 10 0 0 10
% 100.0 0.0 100.0 0.0 0.0 100
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7(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult to read the
bill
Item-wise charges like total minutes of usage of local, STD, ISD calls not given
Calculation not clear
Total
Aircel (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Idea (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Idea (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Idea (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
MTS (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Vodafone (Total)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Vodafone (Rural)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
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7(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult to read the
bill
Item-wise charges like total minutes of usage of local, STD, ISD calls not given
Calculation not clear
Total
Overall Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Overall (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Overall (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
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8(a). How satisfied are you with the accuracy & completeness of the bills?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 11 1 10 0 1 12
% 91.7 8.3 83.3 0.0 8.3 100
BSNL (Urban) Count 6 1 5 0 0 6
% 100.0 16.7 83.3 0.0 0.0 100
BSNL (Rural) Count 5 0 5 0 1 6
% 83.3 0.0 83.3 0.0 16.7 100
Idea (Total) Count 45 0 45 3 0 48
% 93.8 0.0 93.8 6.3 0.0 100
Idea (Urban) Count 42 0 42 3 0 45
% 93.3 0.0 93.3 6.7 0.0 100
Idea (Rural) Count 3 0 3 0 0 3
% 100.0 0.0 100.0 0.0 0.0 100
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 8 0 8 0 0 8
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 7 0 7 0 0 7
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Total)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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8(a). How satisfied are you with the accuracy & completeness of the bills?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 64 1 63 3 1 68
% 94.1 1.5 92.6 4.4 1.5 100
Overall (Urban)
Count 55 1 54 3 0 58
% 94.8 1.7 93.1 5.2 0.0 100
Overall (Rural) Count 9 0 9 0 1 10
% 90 0.0 90 0.0 10 100
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8(b). Please specify the reason(s) for your dissatisfaction
Service Providers
Charges not as per tariff plan subscribed
Calculations are not clear
Tariff plan changed without information
Charged for value added services not subscribed
Charged for calls/services not made/used
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100.0 0.0 100
BSNL (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100.0 0.0 100
Idea (Total) Count 3 0 0 0 0 3
% 100.0 0.0 0.0 0.0 0.0 100
Idea (Urban) Count 3 0 0 0 0 3
% 100.0 0.0 0.0 0.0 0.0 100
Idea (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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8(b). Please specify the reason(s) for your dissatisfaction
Service Providers
Charges not as per tariff plan subscribed
Calculations are not clear
Tariff plan changed without information
Charged for value added services not subscribed
Charged for calls/services not made/used
Total
Vodafone (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Overall Count 3 0 0 1 0 4
% 75.0 0.0 0.0 25.0 0.0 100
Overall (Urban) Count 3 0 0 0 0 3
% 100.0 0.0 0.0 0.0 0.0 100
Overall (Rural) Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100.0 0.0 100
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9(a). Have you made any billing related complaints in the last 6 months?
Service Providers
Yes No Total
Aircel (Total) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Total) Count 5 7 12
% 41.7 58.3 100
BSNL (Urban) Count 2 4 6
% 33.3 66.7 100
BSNL (Rural) Count 3 3 6
% 50.0 50.0 100
Idea (Total) Count 27 21 48
% 56.3 43.8 100
Idea (Urban) Count 27 18 45
% 60.0 40.0 100
Idea (Rural) Count 0 3 3
% 0.0 100.0 100
MTS (Total) Count 0 0 0
% 0.0 0.0 0.0
MTS (Urban) Count 0 0 0
% 0.0 0.0 0.0
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Total) Count 1 7 8
% 12.5 87.5 100
TTSL (Urban) Count 1 6 7
% 14.3 85.7 100
TTSL (Rural) Count 0 1 1
% 0.0 100.0 100
Uninor (Total) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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9(a). Have you made any billing related complaints in the last 6 months?
Service Providers
Yes No Total
Overall Count 33 35 68
% 48.5 51.5 100
Overall (Urban) Count 30 28 58
% 51.7 48.3 100
Overall (Rural) Count 3 7 10
% 30.0 70.0 100
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9(b). How satisfied are you with the process of resolution of billing complaints?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 3 1 2 1 1 5
% 60.0 20.0 40.0 20.0 20.0 100
BSNL (Urban) Count 2 1 1 0 0 2
% 100.0 50.0 50.0 0.0 0.0 100
BSNL (Rural) Count 1 0 1 1 1 3
% 33.3 0.0 33.3 33.3 33.3 100
Idea (Total) Count 27 0 27 0 0 27
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Urban) Count 27 0 27 0 0 27
% 100.0 0.0 100.0 0.0 0.0 100
Idea (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Total)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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9(b). How satisfied are you with the process of resolution of billing complaints?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 31 1 30 1 1 33
% 93.9 3.0 90.9 3.0 3.0 100
Overall (Urban)
Count 30 1 29 0 0 30
% 100.0 3.3 96.7 0.0 0.0 100
Overall (Rural) Count 1 0 1 1 1 3
% 33.3 0.0 33.3 33.3 33.3 100
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HELP SERVICES/CUSTOMER CARE INCLUDING CUSTOMER GRIEVANCE REDRESSAL
10. In the last 6 months, have you contacted customer care/ helpline/ call centre of your service provider?
Service Providers
Yes No Total
Aircel (Total) Count 210 390 600
% 35 65 100
Aircel (Urban) Count 143 326 469
% 30.5 69.5 100
Aircel (Rural) Count 67 64 131
% 51.1 48.9 100
Airtel (Total) Count 220 434 654
% 33.6 66.4 100
Airtel (Urban) Count 144 328 472
% 30.5 69.5 100
Airtel (Rural) Count 76 106 182
% 41.8 58.2 100
BSNL (Total) Count 243 966 1209
% 20.1 79.9 100
BSNL (Urban) Count 150 723 873
% 17.2 82.8 100
BSNL (Rural) Count 93 243 336
% 27.7 72.3 100
Idea (Total) Count 227 396 623
% 36.4 63.6 100
Idea (Urban) Count 168 306 474
% 35.4 64.6 100
Idea (Rural) Count 59 90 149
% 39.6 60.4 100
MTS (Total) Count 244 363 607
% 40.2 59.8 100
MTS (Urban) Count 206 299 505
% 40.8 59.2 100
MTS (Rural) Count 38 64 102
% 37.3 62.7 100
Rel Com (Total) Count 301 384 685
% 43.9 56.1 100
Rel Com (Urban) Count 264 331 595
% 44.4 55.6 100
Rel Com (Rural) Count 37 53 90
% 41.1 58.9 100
Rel Tel (Total) Count 302 321 623
% 48.5 51.5 100
Rel Tel (Urban) Count 216 222 438
% 49.3 50.7 100
Rel Tel (Rural) Count 86 99 185
% 46.5 53.5 100
TTSL (Total) Count 224 376 600
% 37.3 62.7 100
TTSL (Urban) Count 172 309 481
% 35.8 64.2 100
TTSL (Rural) Count 52 67 119
% 43.7 56.3 100
Uninor (Total) Count 245 361 606
% 40.4 59.6 100
Uninor (Urban) Count 183 279 462
% 39.6 60.4 100
Uninor (Rural) Count 62 82 144
% 43.1 56.9 100
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10. In the last 6 months, have you contacted customer care/ helpline/ call centre of your service provider?
Service Providers
Yes No Total
Vodafone (Total) Count 202 410 612
% 33 67 100
Vodafone (Urban) Count 117 289 406
% 28.8 71.2 100
Vodafone (Rural) Count 85 121 206
% 41.3 58.7 100
Overall Count 2418 4401 6819
% 35.5 64.5 100
Overall (Urban) Count 1763 3412 5175
% 34.1 65.9 100
Overall (Rural) Count 655 989 1644
% 39.8 60.2 100
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11. How satisfied are you with the ease of access of call centre/customer care or helpline?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 146 4 142 58 6 210
% 69.5 1.9 67.6 27.6 2.9 100
Aircel (Urban) Count 95 1 94 43 5 143
% 66.4 0.7 65.7 30.1 3.5 100
Aircel (Rural) Count 51 3 48 15 1 67
% 76.1 4.5 71.6 22.4 1.5 100
Airtel (Total) Count 142 9 133 75 3 220
% 64.6 4.1 60.5 34.1 1.4 100
Airtel (Urban) Count 91 4 87 50 3 144
% 63.2 2.8 60.4 34.7 2.1 100
Airtel (Rural) Count 51 5 46 25 0 76
% 67.1 6.6 60.5 32.9 0.0 100
BSNL (Total) Count 149 6 143 85 9 243
% 61.3 2.5 58.8 35 3.7 100
BSNL (Urban) Count 79 6 73 63 8 150
% 52.7 4 48.7 42 5.3 100
BSNL (Rural) Count 70 0 70 22 1 93
% 75.3 0.0 75.3 23.7 1.1 100
Idea (Total) Count 174 6 168 50 3 227
% 76.6 2.6 74 22 1.3 100
Idea (Urban) Count 131 2 129 34 3 168
% 78 1.2 76.8 20.2 1.8 100
Idea (Rural) Count 43 4 39 16 0 59
% 72.9 6.8 66.1 27.1 0.0 100
MTS (Total) Count 165 3 162 59 20 244
% 67.6 1.2 66.4 24.2 8.2 100
MTS (Urban) Count 138 1 137 48 20 206
% 67 0.5 66.5 23.3 9.7 100
MTS (Rural) Count 27 2 25 11 0 38
% 71.1 5.3 65.8 28.9 0.0 100
Rel Com (Total) Count 183 3 180 111 7 301
% 60.8 1 59.8 36.9 2.3 100
Rel Com (Urban)
Count 157 3 154 100 7 264
% 59.4 1.1 58.3 37.9 2.7 100
Rel Com (Rural)
Count 26 0 26 11 0 37
% 70.3 0.0 70.3 29.7 0.0 100
Rel Tel (Total) Count 190 4 186 104 8 302
% 62.9 1.3 61.6 34.4 2.6 100
Rel Tel (Urban) Count 131 2 129 77 8 216
% 60.6 0.9 59.7 35.6 3.7 100
Rel Tel (Rural) Count 59 2 57 27 0 86
% 68.6 2.3 66.3 31.4 0.0 100
TTSL (Total) Count 157 3 154 63 4 224
% 70.1 1.3 68.8 28.1 1.8 100
TTSL (Urban) Count 113 2 111 55 4 172
% 65.7 1.2 64.5 32 2.3 100
TTSL (Rural) Count 44 1 43 8 0 52
% 84.6 1.9 82.7 15.4 0.0 100
Uninor (Total) Count 170 4 166 65 10 245
% 69.4 1.6 67.8 26.5 4.1 100
Uninor (Urban) Count 140 3 137 35 8 183
% 76.5 1.6 74.9 19.1 4.4 100
Uninor (Rural) Count 30 1 29 30 2 62
% 48.4 1.6 46.8 48.4 3.2 100
Vodafone (Total)
Count 148 2 146 48 6 202
% 73.3 1 72.3 23.8 3 100
Vodafone (Urban)
Count 81 0 81 31 5 117
% 69.2 0.0 69.2 26.5 4.3 100
Vodafone (Rural)
Count 67 2 65 17 1 85
% 78.9 2.4 76.5 20 1.2 100
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11. How satisfied are you with the ease of access of call centre/customer care or helpline?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 1624 44 1580 718 76 2418
% 67.1 1.8 65.3 29.7 3.1 100
Overall (Urban)
Count 1156 24 1132 536 71 1763
% 65.6 1.4 64.2 30.4 4.0 100
Overall (Rural) Count 468 20 448 182 5 655
% 71.5 3.1 68.4 27.8 0.8 100
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12. How satisfied are you with the ease of getting an option for “talking to a customer care executive”?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 149 7 142 60 1 210
% 70.9 3.3 67.6 28.6 0.5 100
Aircel (Urban) Count 98 4 94 44 1 143
% 68.5 2.8 65.7 30.8 0.7 100
Aircel (Rural) Count 51 3 48 16 0 67
% 76.1 4.5 71.6 23.9 0.0 100
Airtel (Total) Count 150 8 142 69 1 220
% 68.1 3.6 64.5 31.4 0.5 100
Airtel (Urban) Count 101 4 97 42 1 144
% 70.2 2.8 67.4 29.2 0.7 100
Airtel (Rural) Count 49 4 45 27 0 76
% 64.5 5.3 59.2 35.5 0.0 100
BSNL (Total) Count 177 6 171 65 1 243
% 72.9 2.5 70.4 26.7 0.4 100
BSNL (Urban) Count 109 6 103 40 1 150
% 72.7 4 68.7 26.7 0.7 100
BSNL (Rural) Count 68 0 68 25 0 93
% 73.1 0.0 73.1 26.9 0.0 100
Idea (Total) Count 174 2 172 50 3 227
% 76.7 0.9 75.8 22 1.3 100
Idea (Urban) Count 131 0 131 34 3 168
% 78 0.0 78 20.2 1.8 100
Idea (Rural) Count 43 2 41 16 0 59
% 72.9 3.4 69.5 27.1 0.0 100
MTS (Total) Count 167 5 162 70 7 244
% 68.4 2 66.4 28.7 2.9 100
MTS (Urban) Count 140 3 137 59 7 206
% 68 1.5 66.5 28.6 3.4 100
MTS (Rural) Count 27 2 25 11 0 38
% 71.1 5.3 65.8 28.9 0.0 100
Rel Com (Total) Count 184 3 181 111 6 301
% 61.1 1 60.1 36.9 2 100
Rel Com (Urban)
Count 158 3 155 100 6 264
% 59.8 1.1 58.7 37.9 2.3 100
Rel Com (Rural)
Count 26 0 26 11 0 37
% 70.3 0.0 70.3 29.7 0.0 100
Rel Tel (Total) Count 190 5 185 104 8 302
% 63 1.7 61.3 34.4 2.6 100
Rel Tel (Urban) Count 132 3 129 76 8 216
% 61.1 1.4 59.7 35.2 3.7 100
Rel Tel (Rural) Count 58 2 56 28 0 86
% 67.4 2.3 65.1 32.6 0.0 100
TTSL (Total) Count 165 3 162 58 1 224
% 73.6 1.3 72.3 25.9 0.4 100
TTSL (Urban) Count 121 1 120 50 1 172
% 70.4 0.6 69.8 29.1 0.6 100
TTSL (Rural) Count 44 2 42 8 0 52
% 84.6 3.8 80.8 15.4 0.0 100
Uninor (Total) Count 151 2 149 82 12 245
% 61.6 0.8 60.8 33.5 4.9 100
Uninor (Urban) Count 121 1 120 52 10 183
% 66.1 0.5 65.6 28.4 5.5 100
Uninor (Rural) Count 30 1 29 30 2 62
% 48.4 1.6 46.8 48.4 3.2 100
Vodafone (Total)
Count 150 9 141 52 0 202
% 74.3 4.5 69.8 25.7 0.0 100
Vodafone (Urban)
Count 83 8 75 34 0 117
% 70.9 6.8 64.1 29.1 0.0 100
Vodafone (Rural)
Count 67 1 66 18 0 85
% 78.8 1.2 77.6 21.2 0.0 100
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12. How satisfied are you with the ease of getting an option for “talking to a customer care executive”?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 1657 50 1607 721 40 2418
% 68.6 2.1 66.5 29.8 1.7 100
Overall (Urban)
Count 1194 33 1161 531 38 1763
% 67.8 1.9 65.9 30.1 2.2 100
Overall (Rural) Count 463 17 446 190 2 655
% 70.7 2.6 68.1 29.0 0.3 100
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13. How satisfied are you with the response time taken to answer your call by a customer care executive?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 152 5 147 57 1 210
% 72.4 2.4 70 27.1 0.5 100
Aircel (Urban) Count 98 3 95 44 1 143
% 68.5 2.1 66.4 30.8 0.7 100
Aircel (Rural) Count 54 2 52 13 0 67
% 80.6 3 77.6 19.4 0.0 100
Airtel (Total) Count 143 7 136 77 0 220
% 65 3.2 61.8 35 0.0 100
Airtel (Urban) Count 93 3 90 51 0 144
% 64.6 2.1 62.5 35.4 0.0 100
Airtel (Rural) Count 50 4 46 26 0 76
% 65.8 5.3 60.5 34.2 0.0 100
BSNL (Total) Count 177 8 169 61 5 243
% 72.8 3.3 69.5 25.1 2.1 100
BSNL (Urban) Count 107 8 99 38 5 150
% 71.3 5.3 66 25.3 3.3 100
BSNL (Rural) Count 70 0 70 23 0 93
% 75.3 0.0 75.3 24.7 0.0 100
Idea (Total) Count 181 32 149 44 2 227
% 79.7 14.1 65.6 19.4 0.9 100
Idea (Urban) Count 139 31 108 27 2 168
% 82.8 18.5 64.3 16.1 1.2 100
Idea (Rural) Count 42 1 41 17 0 59
% 71.2 1.7 69.5 28.8 0.0 100
MTS (Total) Count 170 4 166 68 6 244
% 69.6 1.6 68 27.9 2.5 100
MTS (Urban) Count 143 1 142 57 6 206
% 69.4 0.5 68.9 27.7 2.9 100
MTS (Rural) Count 27 3 24 11 0 38
% 71.1 7.9 63.2 28.9 0.0 100
Rel Com (Total) Count 255 49 206 40 6 301
% 84.7 16.3 68.4 13.3 2 100
Rel Com (Urban)
Count 230 49 181 28 6 264
% 87.2 18.6 68.6 10.6 2.3 100
Rel Com (Rural)
Count 25 0 25 12 0 37
% 67.6 0.0 67.6 32.4 0.0 100
Rel Tel (Total) Count 223 10 213 76 3 302
% 73.8 3.3 70.5 25.2 1 100
Rel Tel (Urban) Count 163 8 155 50 3 216
% 75.5 3.7 71.8 23.1 1.4 100
Rel Tel (Rural) Count 60 2 58 26 0 86
% 69.7 2.3 67.4 30.2 0.0 100
TTSL (Total) Count 188 62 126 34 2 224
% 84 27.7 56.3 15.2 0.9 100
TTSL (Urban) Count 144 61 83 26 2 172
% 83.8 35.5 48.3 15.1 1.2 100
TTSL (Rural) Count 44 1 43 8 0 52
% 84.6 1.9 82.7 15.4 0.0 100
Uninor (Total) Count 160 2 158 76 9 245
% 65.3 0.8 64.5 31 3.7 100
Uninor (Urban) Count 129 1 128 47 7 183
% 70.4 0.5 69.9 25.7 3.8 100
Uninor (Rural) Count 31 1 30 29 2 62
% 50 1.6 48.4 46.8 3.2 100
Vodafone (Total)
Count 142 4 138 59 1 202
% 70.3 2 68.3 29.2 0.5 100
Vodafone (Urban)
Count 75 4 71 41 1 117
% 64.1 3.4 60.7 35 0.9 100
Vodafone (Rural)
Count 67 0 67 18 0 85
% 78.8 0.0 78.8 21.2 0.0 100
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13. How satisfied are you with the response time taken to answer your call by a customer care executive?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 1791 183 1608 592 35 2418
% 74.1 7.6 66.5 24.5 1.4 100
Overall (Urban)
Count 1321 169 1152 409 33 1763
% 74.9 9.6 65.3 23.2 1.9 100
Overall (Rural) Count 470 14 456 183 2 655
% 71.7 2.1 69.6 27.9 0.3 100
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14. How satisfied are you with the problem solving ability of the customer care executive(s)?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 156 2 154 53 1 210
% 74.3 1 73.3 25.2 0.5 100
Aircel (Urban) Count 102 0 102 40 1 143
% 71.3 0.0 71.3 28 0.7 100
Aircel (Rural) Count 54 2 52 13 0 67
% 80.6 3 77.6 19.4 0.0 100
Airtel (Total) Count 156 4 152 63 1 220
% 70.9 1.8 69.1 28.6 0.5 100
Airtel (Urban) Count 104 1 103 40 0 144
% 72.2 0.7 71.5 27.8 0.0 100
Airtel (Rural) Count 52 3 49 23 1 76
% 68.4 3.9 64.5 30.3 1.3 100
BSNL (Total) Count 179 9 170 61 3 243
% 73.7 3.7 70 25.1 1.2 100
BSNL (Urban) Count 106 8 98 42 2 150
% 70.6 5.3 65.3 28 1.3 100
BSNL (Rural) Count 73 1 72 19 1 93
% 78.5 1.1 77.4 20.4 1.1 100
Idea (Total) Count 180 6 174 45 2 227
% 79.3 2.6 76.7 19.8 0.9 100
Idea (Urban) Count 138 6 132 28 2 168
% 82.2 3.6 78.6 16.7 1.2 100
Idea (Rural) Count 42 0 42 17 0 59
% 71.2 0.0 71.2 28.8 0.0 100
MTS (Total) Count 192 3 189 45 7 244
% 78.7 1.2 77.5 18.4 2.9 100
MTS (Urban) Count 165 1 164 34 7 206
% 80.1 0.5 79.6 16.5 3.4 100
MTS (Rural) Count 27 2 25 11 0 38
% 71.1 5.3 65.8 28.9 0.0 100
Rel Com (Total) Count 259 31 228 36 6 301
% 86 10.3 75.7 12 2 100
Rel Com (Urban)
Count 234 31 203 24 6 264
% 88.6 11.7 76.9 9.1 2.3 100
Rel Com (Rural)
Count 25 0 25 12 0 37
% 67.6 0.0 67.6 32.4 0.0 100
Rel Tel (Total) Count 225 4 221 74 3 302
% 74.5 1.3 73.2 24.5 1 100
Rel Tel (Urban) Count 165 1 164 48 3 216
% 76.4 0.5 75.9 22.2 1.4 100
Rel Tel (Rural) Count 60 3 57 26 0 86
% 69.8 3.5 66.3 30.2 0.0 100
TTSL (Total) Count 189 9 180 34 1 224
% 84.4 4 80.4 15.2 0.4 100
TTSL (Urban) Count 146 8 138 25 1 172
% 84.9 4.7 80.2 14.5 0.6 100
TTSL (Rural) Count 43 1 42 9 0 52
% 82.7 1.9 80.8 17.3 0.0 100
Uninor (Total) Count 157 3 154 78 10 245
% 64.1 1.2 62.9 31.8 4.1 100
Uninor (Urban) Count 123 2 121 53 7 183
% 67.2 1.1 66.1 29 3.8 100
Uninor (Rural) Count 34 1 33 25 3 62
% 54.8 1.6 53.2 40.3 4.8 100
Vodafone (Total)
Count 152 1 151 49 1 202
% 75.3 0.5 74.8 24.3 0.5 100
Vodafone (Urban)
Count 85 1 84 31 1 117
% 72.7 0.9 71.8 26.5 0.9 100
Vodafone (Rural)
Count 67 0 67 18 0 85
% 78.8 0.0 78.8 21.2 0.0 100
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14. How satisfied are you with the problem solving ability of the customer care executive(s)?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 1845 72 1773 538 35 2418
% 76.3 3.0 73.3 22.2 1.4 100
Overall (Urban)
Count 1368 59 1309 365 30 1763
% 77.5 3.3 74.2 20.7 1.7 100
Overall (Rural) Count 477 13 464 173 5 655
% 72.8 2.0 70.8 26.4 0.8 100
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15. How satisfied are you with the time taken by call centre/customer care /helpline to resolve your complaint?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 154 4 150 55 1 210
% 73.3 1.9 71.4 26.2 0.5 100
Aircel (Urban) Count 100 1 99 42 1 143
% 69.9 0.7 69.2 29.4 0.7 100
Aircel (Rural) Count 54 3 51 13 0 67
% 80.6 4.5 76.1 19.4 0.0 100
Airtel (Total) Count 152 6 146 66 2 220
% 69.1 2.7 66.4 30 0.9 100
Airtel (Urban) Count 104 2 102 39 1 144
% 72.2 1.4 70.8 27.1 0.7 100
Airtel (Rural) Count 48 4 44 27 1 76
% 63.2 5.3 57.9 35.5 1.3 100
BSNL (Total) Count 188 6 182 53 2 243
% 77.4 2.5 74.9 21.8 0.8 100
BSNL (Urban) Count 116 5 111 32 2 150
% 77.3 3.3 74 21.3 1.3 100
BSNL (Rural) Count 72 1 71 21 0 93
% 77.4 1.1 76.3 22.6 0.0 100
Idea (Total) Count 155 6 149 65 7 227
% 68.2 2.6 65.6 28.6 3.1 100
Idea (Urban) Count 113 6 107 48 7 168
% 67.3 3.6 63.7 28.6 4.2 100
Idea (Rural) Count 42 0 42 17 0 59
% 71.2 0.0 71.2 28.8 0.0 100
MTS (Total) Count 197 3 194 40 7 244
% 80.7 1.2 79.5 16.4 2.9 100
MTS (Urban) Count 170 1 169 29 7 206
% 82.5 0.5 82 14.1 3.4 100
MTS (Rural) Count 27 2 25 11 0 38
% 71.1 5.3 65.8 28.9 0.0 100
Rel Com (Total) Count 253 30 223 42 6 301
% 84.1 10 74.1 14 2 100
Rel Com (Urban)
Count 228 30 198 30 6 264
% 86.4 11.4 75 11.4 2.3 100
Rel Com (Rural)
Count 25 0 25 12 0 37
% 67.6 0.0 67.6 32.4 0.0 100
Rel Tel (Total) Count 222 4 218 77 3 302
% 73.5 1.3 72.2 25.5 1 100
Rel Tel (Urban) Count 163 2 161 50 3 216
% 75.4 0.9 74.5 23.1 1.4 100
Rel Tel (Rural) Count 59 2 57 27 0 86
% 68.6 2.3 66.3 31.4 0.0 100
TTSL (Total) Count 189 8 181 34 1 224
% 84.4 3.6 80.8 15.2 0.4 100
TTSL (Urban) Count 145 6 139 26 1 172
% 84.3 3.5 80.8 15.1 0.6 100
TTSL (Rural) Count 44 2 42 8 0 52
% 84.6 3.8 80.8 15.4 0.0 100
Uninor (Total) Count 168 3 165 65 12 245
% 68.5 1.2 67.3 26.5 4.9 100
Uninor (Urban) Count 134 1 133 40 9 183
% 73.2 0.5 72.7 21.9 4.9 100
Uninor (Rural) Count 34 2 32 25 3 62
% 54.8 3.2 51.6 40.3 4.8 100
Vodafone (Total)
Count 152 0 152 50 0 202
% 75.2 0.0 75.2 24.8 0.0 100
Vodafone (Urban)
Count 84 0 84 33 0 117
% 71.8 0.0 71.8 28.2 0.0 100
Vodafone (Rural)
Count 68 0 68 17 0 85
% 80 0.0 80 20 0.0 100
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15. How satisfied are you with the time taken by call centre/customer care /helpline to resolve your complaint?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 1830 70 1760 547 41 2418
% 75.7 2.9 72.8 22.6 1.7 100
Overall (Urban)
Count 1357 54 1303 369 37 1763
% 77.0 3.1 73.9 20.9 2.1 100
Overall (Rural) Count 473 16 457 178 4 655
% 72.2 2.4 69.8 27.2 0.6 100
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NETWORK PERFORMANCE, RELIABILITY AND AVAILABILITY
16. How satisfied are you with the availability of signal of your service provider in your locality?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 499 20 479 98 3 600
% 83.1 3.3 79.8 16.3 0.5 100
Aircel (Urban) Count 410 18 392 57 2 469
% 87.4 3.8 83.6 12.2 0.4 100
Aircel (Rural) Count 89 2 87 41 1 131
% 67.9 1.5 66.4 31.3 0.8 100
Airtel (Total) Count 596 31 565 54 4 654
% 91.1 4.7 86.4 8.3 0.6 100
Airtel (Urban) Count 430 22 408 40 2 472
% 91.1 4.7 86.4 8.5 0.4 100
Airtel (Rural) Count 166 9 157 14 2 182
% 91.2 4.9 86.3 7.7 1.1 100
BSNL (Total) Count 976 44 932 220 13 1209
% 80.7 3.6 77.1 18.2 1.1 100
BSNL (Urban) Count 696 30 666 166 11 873
% 79.7 3.4 76.3 19 1.3 100
BSNL (Rural) Count 280 14 266 54 2 336
% 83.4 4.2 79.2 16.1 0.6 100
Idea (Total) Count 533 5 528 83 7 623
% 85.6 0.8 84.8 13.3 1.1 100
Idea (Urban) Count 408 3 405 59 7 474
% 86 0.6 85.4 12.4 1.5 100
Idea (Rural) Count 125 2 123 24 0 149
% 83.9 1.3 82.6 16.1 0.0 100
MTS (Total) Count 509 21 488 92 6 607
% 83.9 3.5 80.4 15.2 1 100
MTS (Urban) Count 419 18 401 80 6 505
% 83 3.6 79.4 15.8 1.2 100
MTS (Rural) Count 90 3 87 12 0 102
% 88.2 2.9 85.3 11.8 0.0 100
Rel Com (Total) Count 565 8 557 114 6 685
% 82.5 1.2 81.3 16.6 0.9 100
Rel Com (Urban)
Count 487 7 480 102 6 595
% 81.9 1.2 80.7 17.1 1 100
Rel Com (Rural)
Count 78 1 77 12 0 90
% 86.7 1.1 85.6 13.3 0.0 100
Rel Tel (Total) Count 512 16 496 103 8 623
% 82.2 2.6 79.6 16.5 1.3 100
Rel Tel (Urban) Count 363 12 351 69 6 438
% 82.8 2.7 80.1 15.8 1.4 100
Rel Tel (Rural) Count 149 4 145 34 2 185
% 80.6 2.2 78.4 18.4 1.1 100
TTSL (Total) Count 489 10 479 108 3 600
% 81.5 1.7 79.8 18 0.5 100
TTSL (Urban) Count 402 7 395 77 2 481
% 83.6 1.5 82.1 16 0.4 100
TTSL (Rural) Count 87 3 84 31 1 119
% 73.1 2.5 70.6 26.1 0.8 100
Uninor (Total) Count 483 21 462 112 11 606
% 79.7 3.5 76.2 18.5 1.8 100
Uninor (Urban) Count 375 17 358 79 8 462
% 81.2 3.7 77.5 17.1 1.7 100
Uninor (Rural) Count 108 4 104 33 3 144
% 75 2.8 72.2 22.9 2.1 100
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16. How satisfied are you with the availability of signal of your service provider in your locality?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Vodafone (Total)
Count 557 30 527 53 2 612
% 91 4.9 86.1 8.7 0.3 100
Vodafone (Urban)
Count 371 19 352 33 2 406
% 91.4 4.7 86.7 8.1 0.5 100
Vodafone (Rural)
Count 186 11 175 20 0 206
% 90.3 5.3 85 9.7 0.0 100
Overall Count 5719 206 5513 1037 63 6819
% 83.8 3.0 80.8 15.2 0.9 100
Overall (Urban)
Count 4361 153 4208 762 52 5175
% 84.3 3.0 81.3 14.7 1.0 100
Overall (Rural) Count 1358 53 1305 275 11 1644
% 82.6 3.2 79.4 16.7 0.7 100
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17. How satisfied are you with the ability to make or receive calls easily?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 501 28 473 96 3 600
% 83.5 4.7 78.8 16 0.5 100
Aircel (Urban) Count 413 26 387 53 3 469
% 88 5.5 82.5 11.3 0.6 100
Aircel (Rural) Count 88 2 86 43 0 131
% 67.1 1.5 65.6 32.8 0.0 100
Airtel (Total) Count 596 52 544 57 1 654
% 91.2 8 83.2 8.7 0.2 100
Airtel (Urban) Count 431 41 390 41 0 472
% 91.3 8.7 82.6 8.7 0.0 100
Airtel (Rural) Count 165 11 154 16 1 182
% 90.6 6 84.6 8.8 0.5 100
BSNL (Total) Count 993 43 950 204 12 1209
% 82.2 3.6 78.6 16.9 1 100
BSNL (Urban) Count 716 34 682 146 11 873
% 82 3.9 78.1 16.7 1.3 100
BSNL (Rural) Count 277 9 268 58 1 336
% 82.5 2.7 79.8 17.3 0.3 100
Idea (Total) Count 551 26 525 65 7 623
% 88.5 4.2 84.3 10.4 1.1 100
Idea (Urban) Count 425 26 399 42 7 474
% 89.7 5.5 84.2 8.9 1.5 100
Idea (Rural) Count 126 0 126 23 0 149
% 84.6 0.0 84.6 15.4 0.0 100
MTS (Total) Count 533 11 522 70 4 607
% 87.8 1.8 86 11.5 0.7 100
MTS (Urban) Count 443 7 436 58 4 505
% 87.7 1.4 86.3 11.5 0.8 100
MTS (Rural) Count 90 4 86 12 0 102
% 88.2 3.9 84.3 11.8 0.0 100
Rel Com (Total) Count 645 118 527 35 5 685
% 94.1 17.2 76.9 5.1 0.7 100
Rel Com (Urban)
Count 567 117 450 23 5 595
% 95.3 19.7 75.6 3.9 0.8 100
Rel Com (Rural)
Count 78 1 77 12 0 90
% 86.7 1.1 85.6 13.3 0.0 100
Rel Tel (Total) Count 544 14 530 77 2 623
% 87.3 2.2 85.1 12.4 0.3 100
Rel Tel (Urban) Count 394 9 385 43 1 438
% 90 2.1 87.9 9.8 0.2 100
Rel Tel (Rural) Count 150 5 145 34 1 185
% 81.1 2.7 78.4 18.4 0.5 100
TTSL (Total) Count 545 29 516 54 1 600
% 90.8 4.8 86 9 0.2 100
TTSL (Urban) Count 458 27 431 22 1 481
% 95.2 5.6 89.6 4.6 0.2 100
TTSL (Rural) Count 87 2 85 32 0 119
% 73.1 1.7 71.4 26.9 0.0 100
Uninor (Total) Count 511 19 492 85 10 606
% 84.3 3.1 81.2 14 1.7 100
Uninor (Urban) Count 401 13 388 57 4 462
% 86.8 2.8 84 12.3 0.9 100
Uninor (Rural) Count 110 6 104 28 6 144
% 76.4 4.2 72.2 19.4 4.2 100
Vodafone (Total)
Count 563 52 511 47 2 612
% 92 8.5 83.5 7.7 0.3 100
Vodafone (Urban)
Count 374 38 336 30 2 406
% 92.2 9.4 82.8 7.4 0.5 100
Vodafone (Rural)
Count 189 14 175 17 0 206
% 91.8 6.8 85 8.3 0.0 100
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17. How satisfied are you with the ability to make or receive calls easily?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 5982 392 5590 790 47 6819
% 87.7 5.7 82.0 11.6 0.7 100
Overall (Urban)
Count 4622 338 4284 515 38 5175
% 89.3 6.5 82.8 10.0 0.7 100
Overall (Rural) Count 1360 54 1306 275 9 1644
% 82.7 3.3 79.4 16.7 0.5 100
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18. How often does your call drop during conversation?
Service Providers
Very
Frequently Frequently Occasionally Never Total
Aircel (Total) Count 4 80 370 146 600
% 0.7 13.3 61.7 24.3 100
Aircel (Urban) Count 0 46 301 122 469
% 0.0 9.8 64.2 26 100
Aircel (Rural) Count 4 34 69 24 131
% 3.1 26 52.7 18.3 100
Airtel (Total) Count 3 34 404 213 654
% 0.5 5.2 61.8 32.6 100
Airtel (Urban) Count 0 23 300 149 472
% 0.0 4.9 63.6 31.6 100
Airtel (Rural) Count 3 11 104 64 182
% 1.6 6 57.1 35.2 100
BSNL (Total) Count 20 163 708 318 1209
% 1.7 13.5 58.6 26.3 100
BSNL (Urban) Count 14 122 516 221 873
% 1.6 14 59.1 25.3 100
BSNL (Rural) Count 6 41 192 97 336
% 1.8 12.2 57.1 28.9 100
Idea (Total) Count 6 74 390 153 623
% 1 11.9 62.6 24.6 100
Idea (Urban) Count 5 55 331 83 474
% 1.1 11.6 69.8 17.5 100
Idea (Rural) Count 1 19 59 70 149
% 0.7 12.8 39.6 47 100
MTS (Total) Count 9 62 271 265 607
% 1.5 10.2 44.6 43.7 100
MTS (Urban) Count 9 51 229 216 505
% 1.8 10.1 45.3 42.8 100
MTS (Rural) Count 0 11 42 49 102
% 0.0 10.8 41.2 48 100
Rel Com (Total) Count 6 109 486 84 685
% 0.9 15.9 70.9 12.3 100
Rel Com (Urban)
Count 6 98 426 65 595
% 1 16.5 71.6 10.9 100
Rel Com (Rural)
Count 0 11 60 19 90
% 0.0 12.2 66.7 21.1 100
Rel Tel (Total) Count 10 97 412 104 623
% 1.6 15.6 66.1 16.7 100
Rel Tel (Urban) Count 9 62 308 59 438
% 2.1 14.2 70.3 13.5 100
Rel Tel (Rural) Count 1 35 104 45 185
% 0.5 18.9 56.2 24.3 100
TTSL (Total) Count 2 107 333 158 600
% 0.3 17.8 55.5 26.3 100
TTSL (Urban) Count 1 76 292 112 481
% 0.2 15.8 60.7 23.3 100
TTSL (Rural) Count 1 31 41 46 119
% 0.8 26.1 34.5 38.7 100
Uninor (Total) Count 13 81 323 189 606
% 2.1 13.4 53.3 31.2 100
Uninor (Urban) Count 6 54 247 155 462
% 1.3 11.7 53.5 33.5 100
Uninor (Rural) Count 7 27 76 34 144
% 4.9 18.8 52.8 23.6 100
Vodafone (Total)
Count 3 41 363 205 612
% 0.5 6.7 59.3 33.5 100
Vodafone (Urban)
Count 3 24 248 131 406
% 0.7 5.9 61.1 32.3 100
Vodafone (Rural)
Count 0 17 115 74 206
% 0.0 8.3 55.8 35.9 100
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18. How often does your call drop during conversation?
Service Providers
Very
Frequently Frequently Occasionally Never Total
Overall Count 76 848 4060 1835 6819
% 1.1 12.4 59.5 26.9 100
Overall (Urban) Count 53 611 3198 1313 5175
% 1.0 11.8 61.8 25.4 100
Overall (Rural) Count 23 237 862 522 1644
% 1.4 14.4 52.4 31.8 100
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19. How satisfied are you with the voice quality?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 504 31 473 91 5 600
% 84 5.2 78.8 15.2 0.8 100
Aircel (Urban) Count 413 29 384 51 5 469
% 88.1 6.2 81.9 10.9 1.1 100
Aircel (Rural) Count 91 2 89 40 0 131
% 69.4 1.5 67.9 30.5 0.0 100
Airtel (Total) Count 610 24 586 43 1 654
% 93.3 3.7 89.6 6.6 0.2 100
Airtel (Urban) Count 443 18 425 29 0 472
% 93.8 3.8 90 6.1 0.0 100
Airtel (Rural) Count 167 6 161 14 1 182
% 91.8 3.3 88.5 7.7 0.5 100
BSNL (Total) Count 924 37 887 266 19 1209
% 76.5 3.1 73.4 22 1.6 100
BSNL (Urban) Count 692 26 666 165 16 873
% 79.3 3 76.3 18.9 1.8 100
BSNL (Rural) Count 232 11 221 101 3 336
% 69.1 3.3 65.8 30.1 0.9 100
Idea (Total) Count 550 31 519 66 7 623
% 88.3 5 83.3 10.6 1.1 100
Idea (Urban) Count 424 30 394 43 7 474
% 89.4 6.3 83.1 9.1 1.5 100
Idea (Rural) Count 126 1 125 23 0 149
% 84.6 0.7 83.9 15.4 0.0 100
MTS (Total) Count 518 30 488 83 6 607
% 85.3 4.9 80.4 13.7 1 100
MTS (Urban) Count 428 27 401 71 6 505
% 84.7 5.3 79.4 14.1 1.2 100
MTS (Rural) Count 90 3 87 12 0 102
% 88.2 2.9 85.3 11.8 0.0 100
Rel Com (Total) Count 642 125 517 38 5 685
% 93.7 18.2 75.5 5.5 0.7 100
Rel Com (Urban)
Count 565 123 442 25 5 595
% 95 20.7 74.3 4.2 0.8 100
Rel Com (Rural)
Count 77 2 75 13 0 90
% 85.5 2.2 83.3 14.4 0.0 100
Rel Tel (Total) Count 543 16 527 76 4 623
% 87.2 2.6 84.6 12.2 0.6 100
Rel Tel (Urban) Count 393 10 383 42 3 438
% 89.7 2.3 87.4 9.6 0.7 100
Rel Tel (Rural) Count 150 6 144 34 1 185
% 81 3.2 77.8 18.4 0.5 100
TTSL (Total) Count 545 31 514 54 1 600
% 90.9 5.2 85.7 9 0.2 100
TTSL (Urban) Count 458 28 430 22 1 481
% 95.2 5.8 89.4 4.6 0.2 100
TTSL (Rural) Count 87 3 84 32 0 119
% 73.1 2.5 70.6 26.9 0.0 100
Uninor (Total) Count 480 19 461 110 16 606
% 79.2 3.1 76.1 18.2 2.6 100
Uninor (Urban) Count 373 16 357 80 9 462
% 80.8 3.5 77.3 17.3 1.9 100
Uninor (Rural) Count 107 3 104 30 7 144
% 74.3 2.1 72.2 20.8 4.9 100
Vodafone (Total)
Count 558 37 521 50 4 612
% 91.1 6 85.1 8.2 0.7 100
Vodafone (Urban)
Count 371 23 348 31 4 406
% 91.4 5.7 85.7 7.6 1 100
Vodafone (Rural)
Count 187 14 173 19 0 206
% 90.8 6.8 84 9.2 0.0 100
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19. How satisfied are you with the voice quality?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 5874 381 5493 877 68 6819
% 86.2 5.6 80.6 12.9 1.0 100
Overall (Urban)
Count 4560 330 4230 559 56 5175
% 88.1 6.4 81.7 10.8 1.1 100
Overall (Rural) Count 1314 51 1263 318 12 1644
% 79.9 3.1 76.8 19.3 0.7 100
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20. How often do you face signal problems?
Service Providers
Very
Frequently Frequently Occasionally Never Total
Aircel (Total) Count 6 111 374 109 600
% 1 18.5 62.3 18.2 100
Aircel (Urban) Count 2 75 304 88 469
% 0.4 16 64.8 18.8 100
Aircel (Rural) Count 4 36 70 21 131
% 3.1 27.5 53.4 16 100
Airtel (Total) Count 2 70 431 151 654
% 0.3 10.7 65.9 23.1 100
Airtel (Urban) Count 0 57 325 90 472
% 0.0 12.1 68.9 19.1 100
Airtel (Rural) Count 2 13 106 61 182
% 1.1 7.1 58.2 33.5 100
BSNL (Total) Count 17 204 734 254 1209
% 1.4 16.9 60.7 21 100
BSNL (Urban) Count 13 156 546 158 873
% 1.5 17.9 62.5 18.1 100
BSNL (Rural) Count 4 48 188 96 336
% 1.2 14.3 56 28.6 100
Idea (Total) Count 5 50 276 292 623
% 0.8 8 44.3 46.9 100
Idea (Urban) Count 4 30 217 223 474
% 0.8 6.3 45.8 47 100
Idea (Rural) Count 1 20 59 69 149
% 0.7 13.4 39.6 46.3 100
MTS (Total) Count 10 67 301 229 607
% 1.6 11 49.6 37.7 100
MTS (Urban) Count 10 56 255 184 505
% 2 11.1 50.5 36.4 100
MTS (Rural) Count 0 11 46 45 102
% 0.0 10.8 45.1 44.1 100
Rel Com (Total) Count 5 34 325 321 685
% 0.7 5 47.4 46.9 100
Rel Com (Urban)
Count 5 23 265 302 595
% 0.8 3.9 44.5 50.8 100
Rel Com (Rural)
Count 0 11 60 19 90
% 0.0 12.2 66.7 21.1 100
Rel Tel (Total) Count 8 71 395 149 623
% 1.3 11.4 63.4 23.9 100
Rel Tel (Urban) Count 5 38 287 108 438
% 1.1 8.7 65.5 24.7 100
Rel Tel (Rural) Count 3 33 108 41 185
% 1.6 17.8 58.4 22.2 100
TTSL (Total) Count 2 49 180 369 600
% 0.3 8.2 30 61.5 100
TTSL (Urban) Count 1 18 134 328 481
% 0.2 3.7 27.9 68.2 100
TTSL (Rural) Count 1 31 46 41 119
% 0.8 26.1 38.7 34.5 100
Uninor (Total) Count 9 76 402 119 606
% 1.5 12.5 66.3 19.6 100
Uninor (Urban) Count 2 48 324 88 462
% 0.4 10.4 70.1 19 100
Uninor (Rural) Count 7 28 78 31 144
% 4.9 19.4 54.2 21.5 100
Vodafone (Total)
Count 4 66 377 165 612
% 0.7 10.8 61.6 27 100
Vodafone (Urban)
Count 3 49 256 98 406
% 0.7 12.1 63.1 24.1 100
Vodafone (Rural)
Count 1 17 121 67 206
% 0.5 8.3 58.7 32.5 100
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20. How often do you face signal problems?
Service Providers
Very
Frequently Frequently Occasionally Never Total
Overall Count 68 798 3795 2158 6819
% 1.0 11.7 55.7 31.6 100
Overall (Urban) Count 45 550 2913 1667 5175
% 0.9 10.6 56.3 32.2 100
Overall (Rural) Count 23 248 882 491 1644
% 1.4 15.1 53.6 29.9 100
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21. How satisfied are you with the availability of signal in your area?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 482 27 455 113 5 600
% 80.3 4.5 75.8 18.8 0.8 100
Aircel (Urban) Count 393 25 368 73 3 469
% 83.8 5.3 78.5 15.6 0.6 100
Aircel (Rural) Count 89 2 87 40 2 131
% 67.9 1.5 66.4 30.5 1.5 100
Airtel (Total) Count 563 48 515 90 1 654
% 86 7.3 78.7 13.8 0.2 100
Airtel (Urban) Count 400 37 363 72 0 472
% 84.7 7.8 76.9 15.3 0.0 100
Airtel (Rural) Count 163 11 152 18 1 182
% 89.5 6 83.5 9.9 0.5 100
BSNL (Total) Count 983 40 943 209 17 1209
% 81.3 3.3 78 17.3 1.4 100
BSNL (Urban) Count 709 27 682 150 14 873
% 81.2 3.1 78.1 17.2 1.6 100
BSNL (Rural) Count 274 13 261 59 3 336
% 81.6 3.9 77.7 17.6 0.9 100
Idea (Total) Count 547 28 519 69 7 623
% 87.8 4.5 83.3 11.1 1.1 100
Idea (Urban) Count 422 27 395 46 6 474
% 89 5.7 83.3 9.7 1.3 100
Idea (Rural) Count 125 1 124 23 1 149
% 83.9 0.7 83.2 15.4 0.7 100
MTS (Total) Count 512 10 502 90 5 607
% 84.3 1.6 82.7 14.8 0.8 100
MTS (Urban) Count 423 9 414 77 5 505
% 83.8 1.8 82 15.2 1 100
MTS (Rural) Count 89 1 88 13 0 102
% 87.3 1 86.3 12.7 0.0 100
Rel Com (Total) Count 643 124 519 38 4 685
% 93.9 18.1 75.8 5.5 0.6 100
Rel Com (Urban)
Count 566 121 445 25 4 595
% 95.1 20.3 74.8 4.2 0.7 100
Rel Com (Rural)
Count 77 3 74 13 0 90
% 85.5 3.3 82.2 14.4 0.0 100
Rel Tel (Total) Count 543 20 523 78 2 623
% 87.1 3.2 83.9 12.5 0.3 100
Rel Tel (Urban) Count 393 16 377 44 1 438
% 89.8 3.7 86.1 10 0.2 100
Rel Tel (Rural) Count 150 4 146 34 1 185
% 81.1 2.2 78.9 18.4 0.5 100
TTSL (Total) Count 547 31 516 53 0 600
% 91.2 5.2 86 8.8 0.0 100
TTSL (Urban) Count 460 29 431 21 0 481
% 95.6 6 89.6 4.4 0.0 100
TTSL (Rural) Count 87 2 85 32 0 119
% 73.1 1.7 71.4 26.9 0.0 100
Uninor (Total) Count 512 11 501 83 11 606
% 84.5 1.8 82.7 13.7 1.8 100
Uninor (Urban) Count 405 8 397 52 5 462
% 87.6 1.7 85.9 11.3 1.1 100
Uninor (Rural) Count 107 3 104 31 6 144
% 74.3 2.1 72.2 21.5 4.2 100
Vodafone (Total)
Count 536 46 490 71 5 612
% 87.6 7.5 80.1 11.6 0.8 100
Vodafone (Urban)
Count 350 35 315 51 5 406
% 86.2 8.6 77.6 12.6 1.2 100
Vodafone (Rural)
Count 186 11 175 20 0 206
% 90.3 5.3 85 9.7 0.0 100
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21. How satisfied are you with the availability of signal in your area?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 5868 385 5483 894 57 6819
% 86.0 5.6 80.4 13.1 0.8 100
Overall (Urban)
Count 4521 334 4187 611 43 5175
% 87.4 6.5 80.9 11.8 0.8 100
Overall (Rural) Count 1347 51 1296 283 14 1644
% 81.9 3.1 78.8 17.2 0.9 100
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22. How satisfied are you with the restoration of network (signal) problems?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 482 16 466 114 4 600
% 80.4 2.7 77.7 19 0.7 100
Aircel (Urban) Count 393 12 381 73 3 469
% 83.8 2.6 81.2 15.6 0.6 100
Aircel (Rural) Count 89 4 85 41 1 131
% 68 3.1 64.9 31.3 0.8 100
Airtel (Total) Count 570 44 526 83 1 654
% 87.1 6.7 80.4 12.7 0.2 100
Airtel (Urban) Count 405 34 371 67 0 472
% 85.8 7.2 78.6 14.2 0.0 100
Airtel (Rural) Count 165 10 155 16 1 182
% 90.7 5.5 85.2 8.8 0.5 100
BSNL (Total) Count 913 37 876 276 20 1209
% 75.6 3.1 72.5 22.8 1.7 100
BSNL (Urban) Count 676 25 651 179 18 873
% 77.5 2.9 74.6 20.5 2.1 100
BSNL (Rural) Count 237 12 225 97 2 336
% 70.6 3.6 67 28.9 0.6 100
Idea (Total) Count 554 96 458 60 9 623
% 88.9 15.4 73.5 9.6 1.4 100
Idea (Urban) Count 429 94 335 37 8 474
% 90.5 19.8 70.7 7.8 1.7 100
Idea (Rural) Count 125 2 123 23 1 149
% 83.9 1.3 82.6 15.4 0.7 100
MTS (Total) Count 520 14 506 83 4 607
% 85.7 2.3 83.4 13.7 0.7 100
MTS (Urban) Count 432 12 420 69 4 505
% 85.6 2.4 83.2 13.7 0.8 100
MTS (Rural) Count 88 2 86 14 0 102
% 86.3 2 84.3 13.7 0.0 100
Rel Com (Total) Count 644 38 606 37 4 685
% 94 5.5 88.5 5.4 0.6 100
Rel Com (Urban)
Count 567 35 532 24 4 595
% 95.3 5.9 89.4 4 0.7 100
Rel Com (Rural)
Count 77 3 74 13 0 90
% 85.5 3.3 82.2 14.4 0.0 100
Rel Tel (Total) Count 546 48 498 73 4 623
% 87.6 7.7 79.9 11.7 0.6 100
Rel Tel (Urban) Count 395 40 355 40 3 438
% 90.2 9.1 81.1 9.1 0.7 100
Rel Tel (Rural) Count 151 8 143 33 1 185
% 81.6 4.3 77.3 17.8 0.5 100
TTSL (Total) Count 547 12 535 51 2 600
% 91.2 2 89.2 8.5 0.3 100
TTSL (Urban) Count 459 8 451 20 2 481
% 95.5 1.7 93.8 4.2 0.4 100
TTSL (Rural) Count 88 4 84 31 0 119
% 74 3.4 70.6 26.1 0.0 100
Uninor (Total) Count 520 13 507 74 12 606
% 85.8 2.1 83.7 12.2 2 100
Uninor (Urban) Count 413 9 404 44 5 462
% 89.3 1.9 87.4 9.5 1.1 100
Uninor (Rural) Count 107 4 103 30 7 144
% 74.3 2.8 71.5 20.8 4.9 100
Vodafone (Total)
Count 532 48 484 77 3 612
% 86.9 7.8 79.1 12.6 0.5 100
Vodafone (Urban)
Count 346 36 310 57 3 406
% 85.3 8.9 76.4 14 0.7 100
Vodafone (Rural)
Count 186 12 174 20 0 206
% 90.3 5.8 84.5 9.7 0.0 100
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22. How satisfied are you with the restoration of network (signal) problems?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 5828 366 5462 928 63 6819
% 85.5 5.4 80.1 13.6 0.9 100
Overall (Urban)
Count 4515 305 4210 610 50 5175
% 87.3 5.9 81.4 11.8 1.0 100
Overall (Rural) Count 1313 61 1252 318 13 1644
% 79.9 3.7 76.2 19.3 0.8 100
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SUPPLEMENTARY SERVICES AND VALUE ADDED SERVICES
23. Have you subscribed to any supplementary services like call forwarding, call diverting and value added services like ring tone, alerts, GPRS, e-mail, voice mail or any other such services, in the last 6 months?
Service Providers
Yes No Total
Aircel (Total) Count 44 556 600
% 7.3 92.7 100
Aircel (Urban) Count 43 426 469
% 9.2 90.8 100
Aircel (Rural) Count 1 130 131
% 0.8 99.2 100
Airtel (Total) Count 77 577 654
% 11.8 88.2 100
Airtel (Urban) Count 55 417 472
% 11.7 88.3 100
Airtel (Rural) Count 22 160 182
% 12.1 87.9 100
BSNL (Total) Count 93 1116 1209
% 7.7 92.3 100
BSNL (Urban) Count 74 799 873
% 8.5 91.5 100
BSNL (Rural) Count 19 317 336
% 5.7 94.3 100
Idea (Total) Count 27 596 623
% 4.3 95.7 100
Idea (Urban) Count 22 452 474
% 4.6 95.4 100
Idea (Rural) Count 5 144 149
% 3.4 96.6 100
MTS (Total) Count 39 568 607
% 6.4 93.6 100
MTS (Urban) Count 36 469 505
% 7.1 92.9 100
MTS (Rural) Count 3 99 102
% 2.9 97.1 100
Rel Com (Total) Count 15 670 685
% 2.2 97.8 100
Rel Com (Urban) Count 9 586 595
% 1.5 98.5 100
Rel Com (Rural) Count 6 84 90
% 6.7 93.3 100
Rel Tel (Total) Count 150 473 623
% 24.1 75.9 100
Rel Tel (Urban) Count 135 303 438
% 30.8 69.2 100
Rel Tel (Rural) Count 15 170 185
% 8.1 91.9 100
TTSL (Total) Count 28 572 600
% 4.7 95.3 100
TTSL (Urban) Count 17 464 481
% 3.5 96.5 100
TTSL (Rural) Count 11 108 119
% 9.2 90.8 100
Uninor (Total) Count 81 525 606
% 13.4 86.6 100
Uninor (Urban) Count 64 398 462
% 13.9 86.1 100
Uninor (Rural) Count 17 127 144
% 11.8 88.2 100
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23. Have you subscribed to any supplementary services like call forwarding, call diverting and value added services like ring tone, alerts, GPRS, e-mail, voice mail or any other such services, in the last 6 months?
Service Providers
Yes No Total
Vodafone (Total) Count 75 537 612
% 12.3 87.7 100
Vodafone (Urban) Count 53 353 406
% 13.1 86.9 100
Vodafone (Rural) Count 22 184 206
% 10.7 89.3 100
Overall Count 629 6190 6819
% 9.2 90.8 100
Overall (Urban) Count 508 4667 5175
% 9.8 90.2 100
Overall (Rural) Count 121 1523 1644
% 7.4 92.6 100
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24. How satisfied are you with the quality of the supplementary services / value added service provided?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 21 1 20 19 4 44
% 47.8 2.3 45.5 43.2 9.1 100
Aircel (Urban) Count 20 1 19 19 4 43
% 46.5 2.3 44.2 44.2 9.3 100
Aircel (Rural) Count 1 0 1 0 0 1
% 100 0.0 100 0.0 0.0 100
Airtel (Total) Count 39 2 37 33 5 77
% 50.7 2.6 48.1 42.9 6.5 100
Airtel (Urban) Count 32 0 32 18 5 55
% 58.2 0.0 58.2 32.7 9.1 100
Airtel (Rural) Count 7 2 5 15 0 22
% 31.8 9.1 22.7 68.2 0.0 100
BSNL (Total) Count 49 1 48 36 8 93
% 52.7 1.1 51.6 38.7 8.6 100
BSNL (Urban) Count 38 1 37 28 8 74
% 51.4 1.4 50 37.8 10.8 100
BSNL (Rural) Count 11 0 11 8 0 19
% 57.9 0.0 57.9 42.1 0.0 100
Idea (Total) Count 12 1 11 15 0 27
% 44.4 3.7 40.7 55.6 0.0 100
Idea (Urban) Count 9 0 9 13 0 22
% 40.9 0.0 40.9 59.1 0.0 100
Idea (Rural) Count 3 1 2 2 0 5
% 60 20 40 40 0.0 100
MTS (Total) Count 20 3 17 19 0 39
% 51.3 7.7 43.6 48.7 0.0 100
MTS (Urban) Count 18 2 16 18 0 36
% 50 5.6 44.4 50 0.0 100
MTS (Rural) Count 2 1 1 1 0 3
% 66.6 33.3 33.3 33.3 0.0 100
Rel Com (Total) Count 7 1 6 8 0 15
% 46.7 6.7 40 53.3 0.0 100
Rel Com (Urban)
Count 5 1 4 4 0 9
% 55.5 11.1 44.4 44.4 0.0 100
Rel Com (Rural)
Count 2 0 2 4 0 6
% 33.3 0.0 33.3 66.7 0.0 100
Rel Tel (Total) Count 46 4 42 98 6 150
% 30.7 2.7 28 65.3 4 100
Rel Tel (Urban) Count 45 4 41 85 5 135
% 33.4 3 30.4 63 3.7 100
Rel Tel (Rural) Count 1 0 1 13 1 15
% 6.7 0.0 6.7 86.7 6.7 100
TTSL (Total) Count 10 0 10 18 0 28
% 35.7 0.0 35.7 64.3 0.0 100
TTSL (Urban) Count 9 0 9 8 0 17
% 52.9 0.0 52.9 47.1 0.0 100
TTSL (Rural) Count 1 0 1 10 0 11
% 9.1 0.0 9.1 90.9 0.0 100
Uninor (Total) Count 48 1 47 31 2 81
% 59.2 1.2 58 38.3 2.5 100
Uninor (Urban) Count 43 1 42 20 1 64
% 67.2 1.6 65.6 31.3 1.6 100
Uninor (Rural) Count 5 0 5 11 1 17
% 29.4 0.0 29.4 64.7 5.9 100
Vodafone (Total)
Count 44 2 42 31 0 75
% 58.7 2.7 56 41.3 0.0 100
Vodafone (Urban)
Count 32 2 30 21 0 53
% 60.4 3.8 56.6 39.6 0.0 100
Vodafone (Rural)
Count 12 0 12 10 0 22
% 54.5 0.0 54.5 45.5 0.0 100
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24. How satisfied are you with the quality of the supplementary services / value added service provided?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 296 16 280 308 25 629
% 47.0 2.5 44.5 49.0 4.0 100
Overall (Urban)
Count 251 12 239 234 23 508
% 49.4 2.4 47.0 46.1 4.5 100
Overall (Rural) Count 45 4 41 74 2 121
% 37.2 3.3 33.9 61.2 1.7 100
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25(a). How satisfied are you with the process of activating value added services or the process of unsubscribing?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 25 1 24 19 0 44
% 56.8 2.3 54.5 43.2 0.0 100
Aircel (Urban) Count 24 1 23 19 0 43
% 55.8 2.3 53.5 44.2 0.0 100
Aircel (Rural) Count 1 0 1 0 0 1
% 100 0.0 100 0.0 0.0 100
Airtel (Total) Count 37 4 33 36 4 77
% 48.1 5.2 42.9 46.8 5.2 100
Airtel (Urban) Count 31 2 29 20 4 55
% 56.3 3.6 52.7 36.4 7.3 100
Airtel (Rural) Count 6 2 4 16 0 22
% 27.3 9.1 18.2 72.7 0.0 100
BSNL (Total) Count 57 3 54 36 0 93
% 61.3 3.2 58.1 38.7 0.0 100
BSNL (Urban) Count 48 3 45 26 0 74
% 64.9 4.1 60.8 35.1 0.0 100
BSNL (Rural) Count 9 0 9 10 0 19
% 47.4 0.0 47.4 52.6 0.0 100
Idea (Total) Count 17 1 16 10 0 27
% 63 3.7 59.3 37 0.0 100
Idea (Urban) Count 13 0 13 9 0 22
% 59.1 0.0 59.1 40.9 0.0 100
Idea (Rural) Count 4 1 3 1 0 5
% 80 20 60 20 0.0 100
MTS (Total) Count 18 3 15 21 0 39
% 46.2 7.7 38.5 53.8 0.0 100
MTS (Urban) Count 16 2 14 20 0 36
% 44.5 5.6 38.9 55.6 0.0 100
MTS (Rural) Count 2 1 1 1 0 3
% 66.6 33.3 33.3 33.3 0.0 100
Rel Com (Total) Count 6 1 5 9 0 15
% 40 6.7 33.3 60 0.0 100
Rel Com (Urban)
Count 5 1 4 4 0 9
% 55.5 11.1 44.4 44.4 0.0 100
Rel Com (Rural)
Count 1 0 1 5 0 6
% 16.7 0.0 16.7 83.3 0.0 100
Rel Tel (Total) Count 109 0 109 40 1 150
% 72.7 0.0 72.7 26.7 0.7 100
Rel Tel (Urban) Count 108 0 108 27 0 135
% 80 0.0 80 20 0.0 100
Rel Tel (Rural) Count 1 0 1 13 1 15
% 6.7 0.0 6.7 86.7 6.7 100
TTSL (Total) Count 11 0 11 17 0 28
% 39.3 0.0 39.3 60.7 0.0 100
TTSL (Urban) Count 9 0 9 8 0 17
% 52.9 0.0 52.9 47.1 0.0 100
TTSL (Rural) Count 2 0 2 9 0 11
% 18.2 0.0 18.2 81.8 0.0 100
Uninor (Total) Count 42 0 42 38 1 81
% 51.9 0.0 51.9 46.9 1.2 100
Uninor (Urban) Count 36 0 36 28 0 64
% 56.3 0.0 56.3 43.8 0.0 100
Uninor (Rural) Count 6 0 6 10 1 17
% 35.3 0.0 35.3 58.8 5.9 100
Vodafone (Total)
Count 42 1 41 30 3 75
% 56 1.3 54.7 40 4 100
Vodafone (Urban)
Count 30 1 29 20 3 53
% 56.6 1.9 54.7 37.7 5.7 100
Vodafone (Rural)
Count 12 0 12 10 0 22
% 54.5 0.0 54.5 45.5 0.0 100
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25(a). How satisfied are you with the process of activating value added services or the process of unsubscribing?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 364 14 350 256 9 629
% 57.8 2.2 55.6 40.7 1.4 100
Overall (Urban)
Count 320 10 310 181 7 508
% 63.0 2.0 61.0 35.6 1.4 100
Overall (Rural) Count 44 4 40 75 2 121
% 36.4 3.3 33.1 62.0 1.7 100
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25(b). Please tell me the reasons for your dissatisfaction.
Service Providers
Not informed of charges
Activated without consent
Not informed about toll free number for unsubscribing
Others Total
Aircel (Total) Count 1 16 1 1 19
% 5.3 84.2 5.3 5.3 100
Aircel (Urban) Count 1 16 1 1 19
% 5.3 84.2 5.3 5.3 100
Aircel (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 3 34 3 1 40
% 7.5 85.0 7.5 2.5 100.0
Airtel (Urban) Count 3 19 3 0 24
% 12.5 79.2 12.5 0.0 100.0
Airtel (Rural) Count 0 15 0 1 16
% 0.0 93.8 0.0 6.3 100.0
BSNL (Total) Count 9 19 6 2 36
% 25.0 52.8 16.7 5.6 100.0
BSNL (Urban) Count 8 14 4 0 26
% 30.8 53.8 15.4 0.0 100.0
BSNL (Rural) Count 1 5 2 2 10
% 10.0 50.0 20.0 20.0 100.0
Idea (Total) Count 0 10 0 0 10
% 0.0 100.0 0.0 0.0 100.0
Idea (Urban) Count 0 9 0 0 9
% 0.0 100.0 0.0 0.0 100.0
Idea (Rural) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100.0
MTS (Total) Count 1 20 1 0 21
% 4.8 95.2 4.8 0.0 100.0
MTS (Urban) Count 1 19 1 0 20
% 5.0 95.0 5.0 0.0 100.0
MTS (Rural) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100.0
Rel Com (Total) Count 1 7 0 1 9
% 11.1 77.8 0.0 11.1 100.0
Rel Com (Urban)
Count 1 3 0 0 4
% 25.0 75.0 0.0 0.0 100.0
Rel Com (Rural)
Count 0 4 0 1 5
% 0.0 80.0 0.0 20.0 100.0
Rel Tel (Total) Count 1 39 1 0 41
% 2.4 95.1 2.4 0.0 100.0
Rel Tel (Urban) Count 1 25 1 0 27
% 3.7 92.6 3.7 0.0 100.0
Rel Tel (Rural) Count 0 14 0 0 14
% 0.0 100.0 0.0 0.0 100.0
TTSL (Total) Count 0 15 2 0 17
% 0.0 88.2 11.8 0.0 100.0
TTSL (Urban) Count 0 8 0 0 8
% 0.0 100.0 0.0 0.0 100.0
TTSL (Rural) Count 0 7 2 0 9
% 0.0 77.8 22.2 0.0 100.0
Uninor (Total) Count 7 31 1 0 39
% 17.9 79.5 2.6 0.0 100.0
Uninor (Urban) Count 7 20 1 0 28
% 25.0 71.4 3.6 0.0 100.0
Uninor (Rural) Count 0 11 0 0 11
% 0.0 100.0 0.0 0.0 100.0
Vodafone (Total)
Count 2 29 3 1 33
% 6.1 87.9 9.1 3.0 100.0
Vodafone (Urban)
Count 2 19 3 1 23
% 8.7 82.6 13.0 4.3 100.0
Vodafone (Rural)
Count 0 10 0 0 10
% 0.0 100.0 0.0 0.0 100.0
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25(b). Please tell me the reasons for your dissatisfaction.
Service Providers
Not informed of charges
Activated without consent
Not informed about toll free number for unsubscribing
Others Total
Overall Count 25 220 18 6 265
% 9.4 83.0 6.8 2.3 100.0
Overall (Urban) Count 24 152 14 2 188
% 12.8 80.9 7.4 1.1 100.0
Overall (Rural) Count 1 68 4 4 77
% 1.3 88.3 5.2 5.2 100.0
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26. In last 6 months have you faced the problem of unauthorized activation of VAS by your service provider?
Service Providers
Yes No Total
Aircel (Total) Count 91 509 600
% 15.2 84.8 100
Aircel (Urban) Count 74 395 469
% 15.8 84.2 100
Aircel (Rural) Count 17 114 131
% 13 87 100
Airtel (Total) Count 121 533 654
% 18.5 81.5 100
Airtel (Urban) Count 85 387 472
% 18 82 100
Airtel (Rural) Count 36 146 182
% 19.8 80.2 100
BSNL (Total) Count 131 1078 1209
% 10.8 89.2 100
BSNL (Urban) Count 113 760 873
% 12.9 87.1 100
BSNL (Rural) Count 18 318 336
% 5.4 94.6 100
Idea (Total) Count 44 579 623
% 7.1 92.9 100
Idea (Urban) Count 34 440 474
% 7.2 92.8 100
Idea (Rural) Count 10 139 149
% 6.7 93.3 100
MTS (Total) Count 64 543 607
% 10.5 89.5 100
MTS (Urban) Count 59 446 505
% 11.7 88.3 100
MTS (Rural) Count 5 97 102
% 4.9 95.1 100
Rel Com (Total) Count 79 606 685
% 11.5 88.5 100
Rel Com (Urban) Count 66 529 595
% 11.1 88.9 100
Rel Com (Rural) Count 13 77 90
% 14.4 85.6 100
Rel Tel (Total) Count 182 441 623
% 29.2 70.8 100
Rel Tel (Urban) Count 151 287 438
% 34.5 65.5 100
Rel Tel (Rural) Count 31 154 185
% 16.8 83.2 100
TTSL (Total) Count 46 554 600
% 7.7 92.3 100
TTSL (Urban) Count 30 451 481
% 6.2 93.8 100
TTSL (Rural) Count 16 103 119
% 13.4 86.6 100
Uninor (Total) Count 81 525 606
% 13.4 86.6 100
Uninor (Urban) Count 52 410 462
% 11.3 88.7 100
Uninor (Rural) Count 29 115 144
% 20.1 79.9 100
Vodafone (Total) Count 68 544 612
% 11.1 88.9 100
Vodafone (Urban) Count 33 373 406
% 8.1 91.9 100
Vodafone (Rural) Count 35 171 206
% 17 83 100
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26. In last 6 months have you faced the problem of unauthorized activation of VAS by your service provider?
Service Providers
Yes No Total
Overall Count 907 5912 6819
% 13.3 86.7 100
Overall (Urban) Count 697 4478 5175
% 13.5 86.5 100
Overall (Rural) Count 210 1434 1644
% 12.8 87.2 100
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27. Have you complained to your service provider for deactivation of such services and refund of charges levied?
Service Providers
Yes No Total
Aircel (Total) Count 53 38 91
% 58.2 41.8 100
Aircel (Urban) Count 48 26 74
% 64.9 35.1 100
Aircel (Rural) Count 5 12 17
% 29.4 70.6 100
Airtel (Total) Count 68 53 121
% 56.2 43.8 100
Airtel (Urban) Count 44 41 85
% 51.8 48.2 100
Airtel (Rural) Count 24 12 36
% 66.7 33.3 100
BSNL (Total) Count 31 100 131
% 23.7 76.3 100
BSNL (Urban) Count 25 88 113
% 22.1 77.9 100
BSNL (Rural) Count 6 12 18
% 33.3 66.7 100
Idea (Total) Count 30 14 44
% 68.2 31.8 100
Idea (Urban) Count 24 10 34
% 70.6 29.4 100
Idea (Rural) Count 6 4 10
% 60 40 100
MTS (Total) Count 30 34 64
% 46.9 53.1 100
MTS (Urban) Count 25 34 59
% 42.4 57.6 100
MTS (Rural) Count 5 0 5
% 100 0.0 100
Rel Com (Total) Count 64 15 79
% 81 19 100
Rel Com (Urban) Count 53 13 66
% 80.3 19.7 100
Rel Com (Rural) Count 11 2 13
% 84.6 15.4 100
Rel Tel (Total) Count 124 58 182
% 68.1 31.9 100
Rel Tel (Urban) Count 101 50 151
% 66.9 33.1 100
Rel Tel (Rural) Count 23 8 31
% 74.2 25.8 100
TTSL (Total) Count 28 18 46
% 60.9 39.1 100
TTSL (Urban) Count 19 11 30
% 63.3 36.7 100
TTSL (Rural) Count 9 7 16
% 56.3 43.8 100
Uninor (Total) Count 56 25 81
% 69.1 30.9 100
Uninor (Urban) Count 37 15 52
% 71.2 28.8 100
Uninor (Rural) Count 19 10 29
% 65.5 34.5 100
Vodafone (Total) Count 39 29 68
% 57.4 42.6 100
Vodafone (Urban) Count 21 12 33
% 63.6 36.4 100
Vodafone (Rural) Count 18 17 35
% 51.4 48.6 100
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27. Have you complained to your service provider for deactivation of such services and refund of charges levied?
Service Providers
Yes No Total
Overall Count 523 384 907
% 57.7 42.3 100
Overall (Urban) Count 397 300 697
% 57.0 43.0 100
Overall (Rural) Count 126 84 210
% 60.0 40.0 100
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28(a). What difficulties have you faced while deactivating of such services and refund of charges levied?
Service Providers
None
Delay in deactivation resulting in repeat complaints
Customer care refused to register the complaint
Not aware of whom to contact
Total
Aircel (Total) Count 8 24 21 1 53
% 15.1 45.3 39.6 1.9 100
Aircel (Urban) Count 7 22 19 1 48
% 14.6 45.8 39.6 2.1 100
Aircel (Rural) Count 1 2 2 0 5
% 20.0 40.0 40.0 0.0 100
Airtel (Total) Count 7 33 25 3 68
% 10.3 48.5 36.8 4.4 100
Airtel (Urban) Count 5 20 17 3 44
% 11.4 45.5 38.6 6.8 100
Airtel (Rural) Count 2 13 8 0 24
% 8.3 54.2 33.3 0.0 100
BSNL (Total) Count 3 15 12 3 31
% 9.7 48.4 38.7 9.7 100
BSNL (Urban) Count 3 12 9 3 25
% 12.0 48.0 36.0 12.0 100
BSNL (Rural) Count 0 3 3 0 6
% 0.0 50.0 50.0 0.0 100
Idea (Total) Count 2 15 17 0 30
% 6.7 50.0 56.7 0.0 100
Idea (Urban) Count 2 12 14 0 24
% 8.3 50.0 58.3 0.0 100
Idea (Rural) Count 0 3 3 0 6
% 0.0 50.0 50.0 0.0 100
MTS (Total) Count 3 20 10 2 30
% 10.0 66.7 33.3 6.7 100
MTS (Urban) Count 2 16 10 2 25
% 8.0 64.0 40.0 8.0 100
MTS (Rural) Count 1 4 0 0 5
% 20.0 80.0 0.0 0.0 100
Rel Com (Total) Count 6 41 19 0 64
% 9.4 64.1 29.7 0.0 100
Rel Com (Urban)
Count 5 37 13 0 53
% 9.4 69.8 24.5 0.0 100
Rel Com (Rural)
Count 1 4 6 0 11
% 9.1 36.4 54.5 0.0 100
Rel Tel (Total) Count 70 27 27 0 124
% 56.5 21.8 21.8 0.0 100
Rel Tel (Urban) Count 69 19 13 0 101
% 68.3 18.8 12.9 0.0 100
Rel Tel (Rural) Count 1 8 14 0 23
% 4.3 34.8 60.9 0.0 100
TTSL (Total) Count 2 14 12 1 28
% 7.1 50.0 42.9 3.6 100
TTSL (Urban) Count 1 9 10 0 19
% 5.3 47.4 52.6 0.0 100
TTSL (Rural) Count 1 5 2 1 9
% 11.1 55.6 22.2 11.1 100
Uninor (Total) Count 4 37 18 0 56
% 7.1 66.1 32.1 0.0 100
Uninor (Urban) Count 1 25 14 0 37
% 2.7 67.6 37.8 0.0 100
Uninor (Rural) Count 3 12 4 0 19
% 15.8 63.2 21.1 0.0 100
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28(a). What difficulties have you faced while deactivating of such services and refund of charges levied?
Service Providers
None
Delay in deactivation resulting in repeat complaints
Customer care refused to register the complaint
Not aware of whom to contact
Total
Vodafone (Total)
Count 0 23 14 2 39
% 0.0 59.0 35.9 5.1 100
Vodafone (Urban)
Count 0 10 9 2 21
% 0.0 47.6 42.9 9.5 100
Vodafone (Rural)
Count 0 13 5 0 18
% 0.0 72.2 27.8 0.0 100
Overall Count 105 249 175 12 523
% 20.1 47.6 33.5 2.3 100
Overall (Urban) Count 95 182 128 11 397
% 23.9 45.8 32.2 2.8 100
Overall (Rural) Count 10 67 47 1 126
% 7.9 53.2 37.3 0.8 100
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28(b). How satisfied are you with the resolution of your complaint for deactivation of VAS and refund of charges levied?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 20 20 0 29 4 53
% 37.7 37.7 0.0 54.7 7.5 100
Aircel (Urban) Count 17 17 0 27 4 48
% 35.4 35.4 0.0 56.3 8.3 100
Aircel (Rural) Count 3 3 0 2 0 5
% 60 60 0.0 40 0.0 100
Airtel (Total) Count 21 20 1 44 3 68
% 30.9 29.4 1.5 64.7 4.4 100
Airtel (Urban) Count 15 14 1 27 2 44
% 34.1 31.8 2.3 61.4 4.5 100
Airtel (Rural) Count 6 6 0 17 1 24
% 25 25 0.0 70.8 4.2 100
BSNL (Total) Count 15 14 1 15 1 31
% 48.4 45.2 3.2 48.4 3.2 100
BSNL (Urban) Count 14 13 1 10 1 25
% 56 52 4 40 4 100
BSNL (Rural) Count 1 1 0 5 0 6
% 16.7 16.7 0.0 83.3 0.0 100
Idea (Total) Count 4 4 0 21 5 30
% 13.3 13.3 0.0 70 16.7 100
Idea (Urban) Count 4 4 0 15 5 24
% 16.7 16.7 0.0 62.5 20.8 100
Idea (Rural) Count 0 0 0 6 0 6
% 0 0.0 0.0 100 0.0 100
MTS (Total) Count 12 12 0 12 6 30
% 40 40 0.0 40 20 100
MTS (Urban) Count 10 10 0 9 6 25
% 40 40 0.0 36 24 100
MTS (Rural) Count 2 2 0 3 0 5
% 40 40 0.0 60 0.0 100
Rel Com (Total) Count 17 17 0 40 7 64
% 26.6 26.6 0.0 62.5 10.9 100
Rel Com (Urban)
Count 14 14 0 32 7 53
% 26.4 26.4 0.0 60.4 13.2 100
Rel Com (Rural)
Count 3 3 0 8 0 11
% 27.3 27.3 0.0 72.7 0.0 100
Rel Tel (Total) Count 80 79 1 43 1 124
% 64.5 63.7 0.8 34.7 0.8 100
Rel Tel (Urban) Count 75 74 1 25 1 101
% 74.3 73.3 1 24.8 1 100
Rel Tel (Rural) Count 5 5 0 18 0 23
% 21.7 21.7 0.0 78.3 0.0 100
TTSL (Total) Count 6 6 0 21 1 28
% 21.4 21.4 0.0 75 3.6 100
TTSL (Urban) Count 4 4 0 14 1 19
% 21.1 21.1 0.0 73.7 5.3 100
TTSL (Rural) Count 2 2 0 7 0 9
% 22.2 22.2 0.0 77.8 0.0 100
Uninor (Total) Count 16 15 1 31 9 56
% 28.6 26.8 1.8 55.4 16.1 100
Uninor (Urban) Count 9 9 0 21 7 37
% 24.3 24.3 0.0 56.8 18.9 100
Uninor (Rural) Count 7 6 1 10 2 19
% 36.9 31.6 5.3 52.6 10.5 100
Vodafone (Total)
Count 10 9 1 27 2 39
% 25.7 23.1 2.6 69.2 5.1 100
Vodafone (Urban)
Count 5 4 1 15 1 21
% 23.8 19 4.8 71.4 4.8 100
Vodafone (Rural)
Count 5 5 0 12 1 18
% 27.8 27.8 0.0 66.7 5.6 100
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28(b). How satisfied are you with the resolution of your complaint for deactivation of VAS and refund of charges levied?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 201 5 196 283 39 523
% 38.5 1.0 37.5 54.1 7.5 100
Overall (Urban)
Count 167 4 163 195 35 397
% 42.1 1.0 41.1 49.1 8.8 100
Overall (Rural) Count 34 1 33 88 4 126
% 27.0 0.8 26.2 69.8 3.2 100
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OVERALL CUSTOMER SATISFACTION
29(a). How satisfied are you with the overall quality of your mobile service?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 508 4 504 90 2 600
% 84.7 0.7 84 15 0.3 100
Aircel (Urban) Count 420 3 417 47 2 469
% 89.5 0.6 88.9 10 0.4 100
Aircel (Rural) Count 88 1 87 43 0 131
% 67.2 0.8 66.4 32.8 0.0 100
Airtel (Total) Count 595 15 580 56 3 654
% 91 2.3 88.7 8.6 0.5 100
Airtel (Urban) Count 438 7 431 32 2 472
% 92.8 1.5 91.3 6.8 0.4 100
Airtel (Rural) Count 157 8 149 24 1 182
% 86.3 4.4 81.9 13.2 0.5 100
BSNL (Total) Count 1044 42 1002 158 7 1209
% 86.4 3.5 82.9 13.1 0.6 100
BSNL (Urban) Count 774 29 745 95 4 873
% 88.6 3.3 85.3 10.9 0.5 100
BSNL (Rural) Count 270 13 257 63 3 336
% 80.4 3.9 76.5 18.8 0.9 100
Idea (Total) Count 547 5 542 70 6 623
% 87.8 0.8 87 11.2 1 100
Idea (Urban) Count 427 4 423 42 5 474
% 90 0.8 89.2 8.9 1.1 100
Idea (Rural) Count 120 1 119 28 1 149
% 80.6 0.7 79.9 18.8 0.7 100
MTS (Total) Count 544 2 542 58 5 607
% 89.6 0.3 89.3 9.6 0.8 100
MTS (Urban) Count 458 1 457 42 5 505
% 90.7 0.2 90.5 8.3 1 100
MTS (Rural) Count 86 1 85 16 0 102
% 84.3 1 83.3 15.7 0.0 100
Rel Com (Total) Count 619 6 613 61 5 685
% 90.4 0.9 89.5 8.9 0.7 100
Rel Com (Urban)
Count 545 5 540 45 5 595
% 91.6 0.8 90.8 7.6 0.8 100
Rel Com (Rural)
Count 74 1 73 16 0 90
% 82.2 1.1 81.1 17.8 0.0 100
Rel Tel (Total) Count 512 5 507 107 4 623
% 82.2 0.8 81.4 17.2 0.6 100
Rel Tel (Urban) Count 378 3 375 59 1 438
% 86.3 0.7 85.6 13.5 0.2 100
Rel Tel (Rural) Count 134 2 132 48 3 185
% 72.5 1.1 71.4 25.9 1.6 100
TTSL (Total) Count 539 9 530 59 2 600
% 89.8 1.5 88.3 9.8 0.3 100
TTSL (Urban) Count 455 6 449 25 1 481
% 94.5 1.2 93.3 5.2 0.2 100
TTSL (Rural) Count 84 3 81 34 1 119
% 70.6 2.5 68.1 28.6 0.8 100
Uninor (Total) Count 509 10 499 84 13 606
% 84 1.7 82.3 13.9 2.1 100
Uninor (Urban) Count 406 7 399 50 6 462
% 87.9 1.5 86.4 10.8 1.3 100
Uninor (Rural) Count 103 3 100 34 7 144
% 71.5 2.1 69.4 23.6 4.9 100
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29(a). How satisfied are you with the overall quality of your mobile service?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Vodafone (Total)
Count 540 14 526 71 1 612
% 88.2 2.3 85.9 11.6 0.2 100
Vodafone (Urban)
Count 364 7 357 42 0 406
% 89.6 1.7 87.9 10.3 0.0 100
Vodafone (Rural)
Count 176 7 169 29 1 206
% 85.4 3.4 82 14.1 0.5 100
Overall Count 5957 112 5845 814 48 6819
% 87.3 1.6 85.7 11.9 0.7 100
Overall (Urban)
Count 4665 72 4593 479 31 5175
% 90.2 1.4 88.8 9.3 0.6 100
Overall (Rural) Count 1292 40 1252 335 17 1644
% 78.6 2.4 76.2 20.4 1.0 100
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GENERAL INFORMATION
30. What kind of other services are you also taking from this service provider?
Service Providers
Broadband Wireline Others None Total
Aircel (Total) Count 600 0 0 0 600
% 100.0 0.0 0.0 0.0 100
Aircel (Urban) Count 469 0 0 0 469
% 100.0 0.0 0.0 0.0 100
Aircel (Rural) Count 131 0 0 0 131
% 100.0 0.0 0.0 0.0 100
Airtel (Total) Count 654 0 0 0 654
% 100.0 0.0 0.0 0.0 100
Airtel (Urban) Count 472 0 0 0 472
% 100.0 0.0 0.0 0.0 100
Airtel (Rural) Count 182 0 0 0 182
% 100.0 0.0 0.0 0.0 100
BSNL (Total) Count 1154 19 20 16 1209
% 95.5 1.6 1.7 1.3 100
BSNL (Urban) Count 831 15 15 12 873
% 95.2 1.7 1.7 1.4 100
BSNL (Rural) Count 323 4 5 4 336
% 96.1 1.2 1.5 1.2 100
Idea (Total) Count 623 0 0 0 623
% 100.0 0.0 0.0 0.0 100
Idea (Urban) Count 474 0 0 0 474
% 100.0 0.0 0.0 0.0 100
Idea (Rural) Count 149 0 0 0 149
% 100.0 0.0 0.0 0.0 100
MTS (Total) Count 607 0 0 0 607
% 100.0 0.0 0.0 0.0 100
MTS (Urban) Count 505 0 0 0 505
% 100.0 0.0 0.0 0.0 100
MTS (Rural) Count 102 0 0 0 102
% 100.0 0.0 0.0 0.0 100
Rel Com (Total) Count 685 0 0 0 685
% 100.0 0.0 0.0 0.0 100
Rel Com (Urban)
Count 595 0 0 0 595
% 100.0 0.0 0.0 0.0 100
Rel Com (Rural)
Count 90 0 0 0 90
% 100.0 0.0 0.0 0.0 100
Rel Tel (Total) Count 623 0 0 0 623
% 100.0 0.0 0.0 0.0 100
Rel Tel (Urban) Count 438 0 0 0 438
% 100.0 0.0 0.0 0.0 100
Rel Tel (Rural) Count 185 0 0 0 185
% 100.0 0.0 0.0 0.0 100
TTSL (Total) Count 600 0 0 0 600
% 100.0 0.0 0.0 0.0 100
TTSL (Urban) Count 481 0 0 0 481
% 100.0 0.0 0.0 0.0 100
TTSL (Rural) Count 119 0 0 0 119
% 100.0 0.0 0.0 0.0 100
Uninor (Total) Count 606 0 0 0 606
% 100.0 0.0 0.0 0.0 100
Uninor (Urban) Count 462 0 0 0 462
% 100.0 0.0 0.0 0.0 100
Uninor (Rural) Count 144 0 0 0 144
% 100.0 0.0 0.0 0.0 100
Vodafone (Total)
Count 612 0 0 0 612
% 100.0 0.0 0.0 0.0 100
Vodafone (Urban)
Count 406 0 0 0 406
% 100.0 0.0 0.0 0.0 100
Vodafone (Rural)
Count 206 0 0 0 206
% 100.0 0.0 0.0 0.0 100
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30. What kind of other services are you also taking from this service provider?
Service Providers
Broadband Wireline Others None Total
Overall Count 19 20 16 6764 6819
% 0.3 0.3 0.2 99.2 100
Overall (Urban) Count 15 15 12 5133 5175
% 0.3 0.3 0.2 99.2 100
Overall (Rural) Count 4 5 4 1631 1644
% 0.2 0.3 0.2 99.2 100
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31. Are you aware about the facility for registering your mobile number with the service provider for not receiving unwanted tele marketing calls/SMS?
Service Providers
Yes No Total
Aircel (Total) Count 100 500 600
% 16.7 83.3 100
Aircel (Urban) Count 71 398 469
% 15.1 84.9 100
Aircel (Rural) Count 29 102 131
% 22.1 77.9 100
Airtel (Total) Count 79 575 654
% 12.1 87.9 100
Airtel (Urban) Count 64 408 472
% 13.6 86.4 100
Airtel (Rural) Count 15 167 182
% 8.2 91.8 100
BSNL (Total) Count 111 1098 1209
% 9.2 90.8 100
BSNL (Urban) Count 92 781 873
% 10.5 89.5 100
BSNL (Rural) Count 19 317 336
% 5.7 94.3 100
Idea (Total) Count 66 557 623
% 10.6 89.4 100
Idea (Urban) Count 31 443 474
% 6.5 93.5 100
Idea (Rural) Count 35 114 149
% 23.5 76.5 100
MTS (Total) Count 92 515 607
% 15.2 84.8 100
MTS (Urban) Count 71 434 505
% 14.1 85.9 100
MTS (Rural) Count 21 81 102
% 20.6 79.4 100
Rel Com (Total) Count 43 642 685
% 6.3 93.7 100
Rel Com (Urban) Count 32 563 595
% 5.4 94.6 100
Rel Com (Rural) Count 11 79 90
% 12.2 87.8 100
Rel Tel (Total) Count 118 505 623
% 18.9 81.1 100
Rel Tel (Urban) Count 101 337 438
% 23.1 76.9 100
Rel Tel (Rural) Count 17 168 185
% 9.2 90.8 100
TTSL (Total) Count 78 522 600
% 13 87 100
TTSL (Urban) Count 38 443 481
% 7.9 92.1 100
TTSL (Rural) Count 40 79 119
% 33.6 66.4 100
Uninor (Total) Count 104 502 606
% 17.2 82.8 100
Uninor (Urban) Count 78 384 462
% 16.9 83.1 100
Uninor (Rural) Count 26 118 144
% 18.1 81.9 100
Vodafone (Total) Count 75 537 612
% 12.3 87.7 100
Vodafone (Urban) Count 47 359 406
% 11.6 88.4 100
Vodafone (Rural) Count 28 178 206
% 13.6 86.4 100
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31. Are you aware about the facility for registering your mobile number with the service provider for not receiving unwanted tele marketing calls/SMS?
Service Providers
Yes No Total
Overall Count 866 5953 6819
% 12.7 87.3 100
Overall (Urban) Count 625 4550 5175
% 12.1 87.9 100
Overall (Rural) Count 241 1403 1644
% 14.7 85.3 100
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32. Have you registered with your service provider for not receiving any unwanted tele marketing calls/SMS?
Service Providers
Yes No Total
Aircel (Total) Count 31 69 100
% 31 69 100
Aircel (Urban) Count 26 45 71
% 36.6 63.4 100
Aircel (Rural) Count 5 24 29
% 17.2 82.8 100
Airtel (Total) Count 18 61 79
% 22.8 77.2 100
Airtel (Urban) Count 16 48 64
% 25 75 100
Airtel (Rural) Count 2 13 15
% 13.3 86.7 100
BSNL (Total) Count 31 80 111
% 27.9 72.1 100
BSNL (Urban) Count 30 62 92
% 32.6 67.4 100
BSNL (Rural) Count 1 18 19
% 5.3 94.7 100
Idea (Total) Count 6 60 66
% 9.1 90.9 100
Idea (Urban) Count 3 28 31
% 9.7 90.3 100
Idea (Rural) Count 3 32 35
% 8.6 91.4 100
MTS (Total) Count 27 65 92
% 29.3 70.7 100
MTS (Urban) Count 25 46 71
% 35.2 64.8 100
MTS (Rural) Count 2 19 21
% 9.5 90.5 100
Rel Com (Total) Count 5 38 43
% 11.6 88.4 100
Rel Com (Urban) Count 4 28 32
% 12.5 87.5 100
Rel Com (Rural) Count 1 10 11
% 9.1 90.9 100
Rel Tel (Total) Count 30 88 118
% 25.4 74.6 100
Rel Tel (Urban) Count 28 73 101
% 27.7 72.3 100
Rel Tel (Rural) Count 2 15 17
% 11.8 88.2 100
TTSL (Total) Count 9 69 78
% 11.5 88.5 100
TTSL (Urban) Count 6 32 38
% 15.8 84.2 100
TTSL (Rural) Count 3 37 40
% 7.5 92.5 100
Uninor (Total) Count 18 86 104
% 17.3 82.7 100
Uninor (Urban) Count 18 60 78
% 23.1 76.9 100
Uninor (Rural) Count 0 26 26
% 0.0 100 100
Vodafone (Total) Count 16 59 75
% 21.3 78.7 100
Vodafone (Urban) Count 13 34 47
% 27.7 72.3 100
Vodafone (Rural) Count 3 25 28
% 10.7 89.3 100
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32. Have you registered with your service provider for not receiving any unwanted tele marketing calls/SMS?
Service Providers
Yes No Total
Overall Count 191 675 866
% 22.1 77.9 100
Overall (Urban) Count 169 456 625
% 27.0 73.0 100
Overall (Rural) Count 22 219 241
% 9.1 90.9 100
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33(a). Is there a significant reduction in number of unwanted tele marketing calls/SMS received even after registering?
Service Providers
No change Slight decrease
Considerable decrease
Stopped receiving
Total
Aircel (Total) Count 1 0 7 23 31
% 3.2 0.0 22.6 74.2 100
Aircel (Urban) Count 1 0 7 18 26
% 3.8 0.0 26.9 69.2 100
Aircel (Rural) Count 0 0 0 5 5
% 0.0 0.0 0.0 100 100
Airtel (Total) Count 2 1 3 12 18
% 11.1 5.6 16.7 66.7 100
Airtel (Urban) Count 1 1 3 11 16
% 6.3 6.3 18.8 68.8 100
Airtel (Rural) Count 1 0 0 1 2
% 50 0.0 0.0 50 100
BSNL (Total) Count 1 0 24 6 31
% 3.2 0.0 77.4 19.4 100
BSNL (Urban) Count 0 0 24 6 30
% 0.0 0.0 80 20 100
BSNL (Rural) Count 1 0 0 0 1
% 100 0.0 0.0 0.0 100
Idea (Total) Count 1 2 0 3 6
% 16.7 33.3 0.0 50 100
Idea (Urban) Count 1 0 0 2 3
% 33.3 0.0 0.0 66.7 100
Idea (Rural) Count 0 2 0 1 3
% 0.0 66.7 0.0 33.3 100
MTS (Total) Count 5 8 8 6 27
% 18.5 29.6 29.6 22.2 100
MTS (Urban) Count 5 8 7 5 25
% 20 32 28 20 100
MTS (Rural) Count 0 0 1 1 2
% 0.0 0.0 50 50 100
Rel Com (Total) Count 0 0 1 4 5
% 0.0 0.0 20 80 100
Rel Com (Urban)
Count 0 0 1 3 4
% 0.0 0.0 25 75 100
Rel Com (Rural)
Count 0 0 0 1 1
% 0.0 0.0 0.0 100 100
Rel Tel (Total) Count 11 1 17 1 30
% 36.7 3.3 56.7 3.3 100
Rel Tel (Urban) Count 10 1 16 1 28
% 35.7 3.6 57.1 3.6 100
Rel Tel (Rural) Count 1 0 1 0 2
% 50 0.0 50 0.0 100
TTSL (Total) Count 1 0 1 7 9
% 11.1 0.0 11.1 77.8 100
TTSL (Urban) Count 1 0 0 5 6
% 16.7 0.0 0.0 83.3 100
TTSL (Rural) Count 0 0 1 2 3
% 0.0 0.0 33.3 66.7 100
Uninor (Total) Count 0 0 7 11 18
% 0.0 0.0 38.9 61.1 100
Uninor (Urban) Count 0 0 7 11 18
% 0.0 0.0 38.9 61.1 100
Uninor (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Vodafone (Total)
Count 0 0 2 14 16
% 0.0 0.0 12.5 87.5 100
Vodafone (Urban)
Count 0 0 2 11 13
% 0.0 0.0 15.4 84.6 100
Vodafone (Rural)
Count 0 0 0 3 3
% 0.0 0.0 0.0 100 100
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33(a). Is there a significant reduction in number of unwanted tele marketing calls/SMS received even after registering?
Service Providers
No change Slight decrease
Considerable decrease
Stopped receiving
Total
Overall Count 22 12 70 87 191
% 11.5 6.3 36.6 45.5 100
Overall (Urban) Count 19 10 67 73 169
% 11.2 5.9 39.6 43.2 100
Overall (Rural) Count 3 2 3 14 22
% 13.6 9.1 13.6 63.6 100
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33(b). Have you made any complaint to your service provider on getting such unwanted tele marketing calls/ SMS even after registering your telephone number?
Service Providers
Yes No Total
Aircel (Total) Count 0 8 8
% 0.0 100 100
Aircel (Urban) Count 0 8 8
% 0.0 100 100
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 2 4 6
% 33.3 66.7 100
Airtel (Urban) Count 1 4 5
% 20 80 100
Airtel (Rural) Count 1 0 1
% 100 0.0 100
BSNL (Total) Count 0 25 25
% 0.0 100 100
BSNL (Urban) Count 0 24 24
% 0.0 100 100
BSNL (Rural) Count 0 1 1
% 0.0 100 100
Idea (Total) Count 0 3 3
% 0.0 100 100
Idea (Urban) Count 0 1 1
% 0.0 100 100
Idea (Rural) Count 0 2 2
% 0.0 100 100
MTS (Total) Count 1 20 21
% 4.8 95.2 100
MTS (Urban) Count 1 19 20
% 5 95 100
MTS (Rural) Count 0 1 1
% 0.0 100 100
Rel Com (Total) Count 0 1 1
% 0.0 100 100
Rel Com (Urban) Count 0 1 1
% 0.0 100 100
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 3 26 29
% 10.3 89.7 100
Rel Tel (Urban) Count 2 25 27
% 7.4 92.6 100
Rel Tel (Rural) Count 1 1 2
% 50 50 100
TTSL (Total) Count 1 1 2
% 50 50 100
TTSL (Urban) Count 1 0 1
% 100 0.0 100
TTSL (Rural) Count 0 1 1
% 0.0 100 100
Uninor (Total) Count 1 6 7
% 14.3 85.7 100
Uninor (Urban) Count 1 6 7
% 14.3 85.7 100
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 2 2
% 0.0 100 100
Vodafone (Urban) Count 0 2 2
% 0.0 100 100
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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33(b). Have you made any complaint to your service provider on getting such unwanted tele marketing calls/ SMS even after registering your telephone number?
Service Providers
Yes No Total
Overall Count 8 96 104
% 7.7 92.3 100
Overall (Urban) Count 6 90 96
% 6.3 93.8 100
Overall (Rural) Count 2 6 8
% 25.0 75.0 100
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33(c). If Yes, then indicate whether……..
Service Providers
Complaint was registered by the service provider and informed about the action taken on the complaint
Complaint was registered by the service provider and did not inform about the action taken on the complaint
Service Provider refused to register the complaint
Difficult to lodge the complaint
Total
Aircel (Total) Count 0 1 1 0 2
% 0.0 50.0 50.0 0.0 100
Aircel (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
Aircel (Rural) Count 0 0 1 0 1
% 0.0 0.0 100.0 0.0 100
Airtel (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Urban) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Idea (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Idea (Urban) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Idea (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
MTS (Total) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
MTS (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
MTS (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 2 1 0 3
% 0.0 66.7 33.3 0.0 100
Rel Tel (Urban) Count 0 2 0 0 2
% 0.0 100.0 0.0 0.0 100
Rel Tel (Rural) Count 0 0 1 0 1
% 0.0 0.0 100.0 0.0 100
TTSL (Total) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
Uninor (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
Uninor (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
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33(c). If Yes, then indicate whether……..
Service Providers
Complaint was registered by the service provider and informed about the action taken on the complaint
Complaint was registered by the service provider and did not inform about the action taken on the complaint
Service Provider refused to register the complaint
Difficult to lodge the complaint
Total
Vodafone (Total)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Overall Count 0 6 2 0 8
% 0.0 75.0 25.0 0.0 100
Overall (Urban) Count 0 6 0 0 6
% 0.0 100.0 0.0 0.0 100
Overall (Rural) Count 0 0 2 0 2
% 0.0 0.0 100.0 0.0 100
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34(a). Are you aware of the facility by which you can change your service provider without changing your mobile number?
Service Providers
Yes No Total
Aircel (Total) Count 187 413 600
% 31.2 68.8 100
Aircel (Urban) Count 135 334 469
% 28.8 71.2 100
Aircel (Rural) Count 52 79 131
% 39.7 60.3 100
Airtel (Total) Count 177 477 654
% 27.1 72.9 100
Airtel (Urban) Count 115 357 472
% 24.4 75.6 100
Airtel (Rural) Count 62 120 182
% 34.1 65.9 100
BSNL (Total) Count 290 919 1209
% 24 76 100
BSNL (Urban) Count 183 690 873
% 21 79 100
BSNL (Rural) Count 107 229 336
% 31.8 68.2 100
Idea (Total) Count 156 467 623
% 25 75 100
Idea (Urban) Count 96 378 474
% 20.3 79.7 100
Idea (Rural) Count 60 89 149
% 40.3 59.7 100
MTS (Total) Count 169 438 607
% 27.8 72.2 100
MTS (Urban) Count 128 377 505
% 25.3 74.7 100
MTS (Rural) Count 41 61 102
% 40.2 59.8 100
Rel Com (Total) Count 105 580 685
% 15.3 84.7 100
Rel Com (Urban) Count 80 515 595
% 13.4 86.6 100
Rel Com (Rural) Count 25 65 90
% 27.8 72.2 100
Rel Tel (Total) Count 220 403 623
% 35.3 64.7 100
Rel Tel (Urban) Count 150 288 438
% 34.2 65.8 100
Rel Tel (Rural) Count 70 115 185
% 37.8 62.2 100
TTSL (Total) Count 150 450 600
% 25 75 100
TTSL (Urban) Count 78 403 481
% 16.2 83.8 100
TTSL (Rural) Count 72 47 119
% 60.5 39.5 100
Uninor (Total) Count 237 369 606
% 39.1 60.9 100
Uninor (Urban) Count 155 307 462
% 33.5 66.5 100
Uninor (Rural) Count 82 62 144
% 56.9 43.1 100
Vodafone (Total) Count 206 406 612
% 33.7 66.3 100
Vodafone (Urban) Count 119 287 406
% 29.3 70.7 100
Vodafone (Rural) Count 87 119 206
% 42.2 57.8 100
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34(a). Are you aware of the facility by which you can change your service provider without changing your mobile number?
Service Providers
Yes No Total
Overall Count 1897 4922 6819
% 27.8 72.2 100
Overall (Urban) Count 1239 3936 5175
% 23.9 76.1 100
Overall (Rural) Count 658 986 1644
% 40.0 60.0 100
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34(b). Have you utilized SMS based Mechanism for getting ‘Unique Porting Code’ from your existing service provider?
Service Providers
Yes No Total
Aircel (Total) Count 3 184 187
% 1.6 98.4 100
Aircel (Urban) Count 3 132 135
% 2.2 97.8 100
Aircel (Rural) Count 0 52 52
% 0.0 100 100
Airtel (Total) Count 10 167 177
% 5.6 94.4 100
Airtel (Urban) Count 9 106 115
% 7.8 92.2 100
Airtel (Rural) Count 1 61 62
% 1.6 98.4 100
BSNL (Total) Count 28 262 290
% 9.7 90.3 100
BSNL (Urban) Count 28 155 183
% 15.3 84.7 100
BSNL (Rural) Count 0 107 107
% 0.0 100 100
Idea (Total) Count 6 150 156
% 3.8 96.2 100
Idea (Urban) Count 4 92 96
% 4.2 95.8 100
Idea (Rural) Count 2 58 60
% 3.3 96.7 100
MTS (Total) Count 3 166 169
% 1.8 98.2 100
MTS (Urban) Count 3 125 128
% 2.3 97.7 100
MTS (Rural) Count 0 41 41
% 0.0 100 100
Rel Com (Total) Count 0 105 105
% 0.0 100 100
Rel Com (Urban) Count 0 80 80
% 0.0 100 100
Rel Com (Rural) Count 0 25 25
% 0.0 100 100
Rel Tel (Total) Count 2 218 220
% 0.9 99.1 100
Rel Tel (Urban) Count 2 148 150
% 1.3 98.7 100
Rel Tel (Rural) Count 0 70 70
% 0.0 100 100
TTSL (Total) Count 1 149 150
% 0.7 99.3 100
TTSL (Urban) Count 1 77 78
% 1.3 98.7 100
TTSL (Rural) Count 0 72 72
% 0.0 100 100
Uninor (Total) Count 20 217 237
% 8.4 91.6 100
Uninor (Urban) Count 16 139 155
% 10.3 89.7 100
Uninor (Rural) Count 4 78 82
% 4.9 95.1 100
Vodafone (Total) Count 6 200 206
% 2.9 97.1 100
Vodafone (Urban) Count 3 116 119
% 2.5 97.5 100
Vodafone (Rural) Count 3 84 87
% 3.4 96.6 100
West Bengal Survey Report (Quarter 2)
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34(b). Have you utilized SMS based Mechanism for getting ‘Unique Porting Code’ from your existing service provider?
Service Providers
Yes No Total
Overall Count 79 1818 1897
% 4.2 95.8 100
Overall (Urban) Count 69 1170 1239
% 5.6 94.4 100
Overall (Rural) Count 10 648 658
% 1.5 98.5 100
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34(c). When did you get ‘Unique Porting Code’ from your existing service provider?
Service Providers
Within 5 min After 5 to 10
min After 10 min Never Total
Aircel (Total) Count 1 2 0 0 3
% 33.3 66.7 0.0 0.0 100
Aircel (Urban) Count 1 2 0 0 3
% 33.3 66.7 0.0 0.0 100
Aircel (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 6 4 0 0 10
% 60.0 40.0 0.0 0.0 100
Airtel (Urban) Count 5 4 0 0 9
% 55.6 44.4 0.0 0.0 100
Airtel (Rural) Count 1 0 0 0 1
% 100.0 0.0 0.0 0.0 100
BSNL (Total) Count 3 25 0 0 28
% 10.7 89.3 0.0 0.0 100
BSNL (Urban) Count 3 25 0 0 28
% 10.7 89.3 0.0 0.0 100
BSNL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Idea (Total) Count 2 4 0 0 6
% 33.3 66.7 0.0 0.0 100
Idea (Urban) Count 2 2 0 0 4
% 50.0 50.0 0.0 0.0 100
Idea (Rural) Count 0 2 0 0 2
% 0.0 100.0 0.0 0.0 100
MTS (Total) Count 0 3 0 0 3
% 0.0 100.0 0.0 0.0 100
MTS (Urban) Count 0 3 0 0 3
% 0.0 100.0 0.0 0.0 100
MTS (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 1 1 0 0 2
% 50.0 50.0 0.0 0.0 100
Rel Tel (Urban) Count 1 1 0 0 2
% 50.0 50.0 0.0 0.0 100
Rel Tel (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 0 1 0 0 1
% 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 4 9 0 7 20
% 20.0 45.0 0.0 35.0 100
Uninor (Urban) Count 4 5 0 7 16
% 25.0 31.3 0.0 43.8 100
Uninor (Rural) Count 0 4 0 0 4
% 0.0 100.0 0.0 0.0 100
Vodafone (Total)
Count 2 4 0 0 6
% 33.3 66.7 0.0 0.0 100
Vodafone (Urban)
Count 0 3 0 0 3
% 0.0 100.0 0.0 0.0 100
Vodafone (Rural)
Count 2 1 0 0 3
% 66.7 33.3 0.0 0.0 100
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34(c). When did you get ‘Unique Porting Code’ from your existing service provider?
Service Providers
Within 5 min After 5 to 10
min After 10 min Never Total
Overall Count 19 53 0 7 79
% 24.1 67.1 0.0 8.9 100
Overall (Urban) Count 16 46 0 7 69
% 23.2 66.7 0.0 10.1 100
Overall (Rural) Count 3 7 0 0 10
% 30.0 70.0 0.0 0.0 100
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34(d). If you have utilized the service of MNP (Mobile Number Portability), are you satisfied with its entire process?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 2 0 2 1 0 3
% 66.7 0.0 66.7 33.3 0.0 100
Aircel (Urban) Count 2 0 2 1 0 3
% 66.7 0.0 66.7 33.3 0.0 100
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 10 0 10 0 0 10
% 100.0 0.0 100.0 0.0 0.0 100.0
Airtel (Urban) Count 9 0 9 0 0 9
% 100.0 0.0 100.0 0.0 0.0 100.0
Airtel (Rural) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100.0
BSNL (Total) Count 28 0 28 0 0 28
% 100.0 0.0 100.0 0.0 0.0 100
BSNL (Urban) Count 28 0 28 0 0 28
% 100.0 0.0 100.0 0.0 0.0 100
BSNL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Total) Count 6 0 6 0 0 6
% 100.0 0.0 100.0 0.0 0.0 100.0
Idea (Urban) Count 4 0 4 0 0 4
% 100.0 0.0 100.0 0.0 0.0 100.0
Idea (Rural) Count 2 0 2 0 0 2
% 100.0 0.0 100.0 0.0 0.0 100.0
MTS (Total) Count 3 1 2 0 0 3
% 100.0 33.3 66.7 0.0 0.0 100
MTS (Urban) Count 3 1 2 0 0 3
% 100.0 33.3 66.7 0.0 0.0 100
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 2 0 2 0 0 2
% 100.0 0.0 100.0 0.0 0.0 100
Rel Tel (Urban) Count 2 0 2 0 0 2
% 100.0 0.0 100.0 0.0 0.0 100
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Urban) Count 1 0 1 0 0 1
% 100.0 0.0 100.0 0.0 0.0 100
TTSL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 12 1 11 8 0 20
% 60.0 5.0 55.0 40.0 0.0 100.0
Uninor (Urban) Count 9 1 8 7 0 16
% 56.3 6.3 50.0 43.8 0.0 100.0
Uninor (Rural) Count 3 0 3 1 0 4
% 75.0 0.0 75.0 25.0 0.0 100.0
Vodafone (Total)
Count 6 1 5 0 0 6
% 100.0 16.7 83.3 0.0 0.0 100.0
Vodafone (Urban)
Count 3 0 3 0 0 3
% 100.0 0.0 100.0 0.0 0.0 100.0
Vodafone (Rural)
Count 3 1 2 0 0 3
% 100.0 33.3 66.7 0.0 0.0 100.0
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34(d). If you have utilized the service of MNP (Mobile Number Portability), are you satisfied with its entire process?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 70 3 67 9 0 79
% 88.6 3.8 84.8 11.4 0.0 100
Overall (Urban)
Count 61 2 59 8 0 69
% 88.4 2.9 85.5 11.6 0.0 100
Overall (Rural) Count 9 1 8 1 0 10
% 90.0 10.0 80.0 10.0 0.0 100
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35. On a scale of 1 – 10 where “10” is “Very Good” and “1” is “Very Poor”, how do you rate your service provider?
Service Providers
1 2 3 4 5 6 7 8 9 10 Total
Aircel (Total) Count 5 10 43 54 35 99 153 124 55 22 600
% 0.8 1.7 7.2 9 5.8 16.5 25.5 20.7 9.2 3.7 100
Aircel (Urban) Count 1 6 28 28 22 77 126 109 50 22 469
% 0.2 1.3 6 6 4.7 16.4 26.9 23.2 10.7 4.7 100
Aircel (Rural) Count 4 4 15 26 13 22 27 15 5 0 131
% 3.1 3.1 11.5 19.8 9.9 16.8 20.6 11.5 3.8 0.0 100
Airtel (Total) Count 0 6 29 33 46 122 182 137 73 26 654
% 0.0 0.9 4.4 5 7 18.7 27.8 20.9 11.2 4 100
Airtel (Urban) Count 0 2 19 17 24 83 129 107 66 25 472
% 0.0 0.4 4 3.6 5.1 17.6 27.3 22.7 14 5.3 100
Airtel (Rural) Count 0 4 10 16 22 39 53 30 7 1 182
% 0.0 2.2 5.5 8.8 12.1 21.4 29.1 16.5 3.8 0.5 100
BSNL (Total) Count 4 21 81 97 83 247 349 246 73 8 1209
% 0.3 1.7 6.7 8 6.9 20.4 28.9 20.3 6 0.7 100
BSNL (Urban) Count 2 10 55 61 67 154 267 184 67 6 873
% 0.2 1.1 6.3 7 7.7 17.6 30.6 21.1 7.7 0.7 100
BSNL (Rural) Count 2 11 26 36 16 93 82 62 6 2 336
% 0.6 3.3 7.7 10.7 4.8 27.7 24.4 18.5 1.8 0.6 100
Idea (Total) Count 3 8 33 51 85 142 154 79 50 18 623
% 0.5 1.3 5.3 8.2 13.6 22.8 24.7 12.7 8 2.9 100
Idea (Urban) Count 1 7 24 32 64 101 116 63 48 18 474
% 0.2 1.5 5.1 6.8 13.5 21.3 24.5 13.3 10.1 3.8 100
Idea (Rural) Count 2 1 9 19 21 41 38 16 2 0 149
% 1.3 0.7 6 12.8 14.1 27.5 25.5 10.7 1.3 0.0 100
MTS (Total) Count 1 13 27 49 52 119 155 105 58 28 607
% 0.2 2.1 4.4 8.1 8.6 19.6 25.5 17.3 9.6 4.6 100
MTS (Urban) Count 1 10 19 43 39 91 128 95 51 28 505
% 0.2 2 3.8 8.5 7.7 18 25.3 18.8 10.1 5.5 100
MTS (Rural) Count 0 3 8 6 13 28 27 10 7 0 102
% 0.0 2.9 7.8 5.9 12.7 27.5 26.5 9.8 6.9 0.0 100
Rel Com (Total) Count 1 11 29 63 109 141 162 102 39 28 685
% 0.1 1.6 4.2 9.2 15.9 20.6 23.6 14.9 5.7 4.1 100
Rel Com (Urban) Count 1 8 24 52 97 112 152 84 37 28 595
% 0.2 1.3 4 8.7 16.3 18.8 25.5 14.1 6.2 4.7 100
Rel Com (Rural) Count 0 3 5 11 12 29 10 18 2 0 90
% 0.0 3.3 5.6 12.2 13.3 32.2 11.1 20 2.2 0.0 100
Rel Tel (Total) Count 6 12 59 61 60 113 136 99 52 25 623
% 1 1.9 9.5 9.8 9.6 18.1 21.8 15.9 8.3 4 100
Rel Tel (Urban) Count 4 6 35 38 41 70 91 81 47 25 438
% 0.9 1.4 8 8.7 9.4 16 20.8 18.5 10.7 5.7 100
Rel Tel (Rural) Count 2 6 24 23 19 43 45 18 5 0 185
% 1.1 3.2 13 12.4 10.3 23.2 24.3 9.7 2.7 0.0 100
TTSL (Total) Count 2 5 30 63 73 127 134 108 38 20 600
% 0.3 0.8 5 10.5 12.2 21.2 22.3 18 6.3 3.3 100
TTSL (Urban) Count 1 3 14 46 65 100 110 87 35 20 481
% 0.2 0.6 2.9 9.6 13.5 20.8 22.9 18.1 7.3 4.2 100
TTSL (Rural) Count 1 2 16 17 8 27 24 21 3 0 119
% 0.8 1.7 13.4 14.3 6.7 22.7 20.2 17.6 2.5 0.0 100
Uninor (Total) Count 6 20 45 61 55 138 122 107 42 10 606
% 1 3.3 7.4 10.1 9.1 22.8 20.1 17.7 6.9 1.7 100
Uninor (Urban) Count 3 12 27 41 42 96 98 91 42 10 462
% 0.6 2.6 5.8 8.9 9.1 20.8 21.2 19.7 9.1 2.2 100
Uninor (Rural) Count 3 8 18 20 13 42 24 16 0 0 144
% 2.1 5.6 12.5 13.9 9 29.2 16.7 11.1 0.0 0.0 100
Vodafone (Total) Count 1 9 32 39 46 138 184 108 42 13 612
% 0.2 1.5 5.2 6.4 7.5 22.5 30.1 17.6 6.9 2.1 100
Vodafone (Urban) Count 1 7 15 24 28 78 127 81 32 13 406
% 0.2 1.7 3.7 5.9 6.9 19.2 31.3 20 7.9 3.2 100
Vodafone (Rural) Count 0 2 17 15 18 60 57 27 10 0 206
% 0.0 1 8.3 7.3 8.7 29.1 27.7 13.1 4.9 0.0 100
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35. On a scale of 1 – 10 where “10” is “Very Good” and “1” is “Very Poor”, how do you rate your service provider?
Service Providers
1 2 3 4 5 6 7 8 9 10 Total
Overall Count 29 115 408 571 644 1386 1731 1215 522 198 6819
% 0.4 1.7 6 8.4 9.4 20.3 25.4 17.8 7.7 2.9 100
Overall (Urban) Count 15 71 260 382 489 962 1344 982 475 195 5175
% 0.3 1.4 5 7.4 9.4 18.6 26 19 9.2 3.8 100
Overall (Rural) Count 14 44 148 189 155 424 387 233 47 3 1644
% 0.9 2.7 9 11.5 9.4 25.8 23.5 14.2 2.9 0.2 100
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QUESTIONNAIRE FOR ASSESSMENT OF IMPLEMENTATION AND EFFECTIVENESS OF TELECOM CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCE REGULATION, 2007
36. Are you aware of the call centre telephone number of your telecom service provider for making complaints/ query?
Service Providers
Yes No Total
Aircel (Total) Count 391 209 600
% 65.2 34.8 100
Aircel (Urban) Count 291 178 469
% 62 38 100
Aircel (Rural) Count 100 31 131
% 76.3 23.7 100
Airtel (Total) Count 410 244 654
% 62.7 37.3 100
Airtel (Urban) Count 283 189 472
% 60 40 100
Airtel (Rural) Count 127 55 182
% 69.8 30.2 100
BSNL (Total) Count 861 348 1209
% 71.2 28.8 100
BSNL (Urban) Count 666 207 873
% 76.3 23.7 100
BSNL (Rural) Count 195 141 336
% 58 42 100
Idea (Total) Count 325 298 623
% 52.2 47.8 100
Idea (Urban) Count 202 272 474
% 42.6 57.4 100
Idea (Rural) Count 123 26 149
% 82.6 17.4 100
MTS (Total) Count 380 227 607
% 62.6 37.4 100
MTS (Urban) Count 297 208 505
% 58.8 41.2 100
MTS (Rural) Count 83 19 102
% 81.4 18.6 100
Rel Com (Total) Count 300 385 685
% 43.8 56.2 100
Rel Com (Urban) Count 231 364 595
% 38.8 61.2 100
Rel Com (Rural) Count 69 21 90
% 76.7 23.3 100
Rel Tel (Total) Count 460 163 623
% 73.8 26.2 100
Rel Tel (Urban) Count 321 117 438
% 73.3 26.7 100
Rel Tel (Rural) Count 139 46 185
% 75.1 24.9 100
TTSL (Total) Count 306 294 600
% 51 49 100
TTSL (Urban) Count 203 278 481
% 42.2 57.8 100
TTSL (Rural) Count 103 16 119
% 86.6 13.4 100
Uninor (Total) Count 425 181 606
% 70.1 29.9 100
Uninor (Urban) Count 313 149 462
% 67.7 32.3 100
Uninor (Rural) Count 112 32 144
% 77.8 22.2 100
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36. Are you aware of the call centre telephone number of your telecom service provider for making complaints/ query?
Service Providers
Yes No Total
Vodafone (Total) Count 395 217 612
% 64.5 35.5 100
Vodafone (Urban) Count 249 157 406
% 61.3 38.7 100
Vodafone (Rural) Count 146 60 206
% 70.9 29.1 100
Overall Count 4253 2566 6819
% 62.4 37.6 100
Overall (Urban) Count 3056 2119 5175
% 59.1 40.9 100
Overall (Rural) Count 1197 447 1644
% 72.8 27.2 100
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37. Have you made any complaint within last 6 months to the toll free Call Centre/ Customer Care/ Helpline telephone number?
Service Providers
Yes No Total
Aircel (Total) Count 119 481 600
% 19.8 80.2 100
Aircel (Urban) Count 86 383 469
% 18.3 81.7 100
Aircel (Rural) Count 33 98 131
% 25.2 74.8 100
Airtel (Total) Count 124 530 654
% 19 81 100
Airtel (Urban) Count 83 389 472
% 17.6 82.4 100
Airtel (Rural) Count 41 141 182
% 22.5 77.5 100
BSNL (Total) Count 142 1067 1209
% 11.7 88.3 100
BSNL (Urban) Count 112 761 873
% 12.8 87.2 100
BSNL (Rural) Count 30 306 336
% 8.9 91.1 100
Idea (Total) Count 120 503 623
% 19.3 80.7 100
Idea (Urban) Count 87 387 474
% 18.4 81.6 100
Idea (Rural) Count 33 116 149
% 22.1 77.9 100
MTS (Total) Count 143 464 607
% 23.6 76.4 100
MTS (Urban) Count 119 386 505
% 23.6 76.4 100
MTS (Rural) Count 24 78 102
% 23.5 76.5 100
Rel Com (Total) Count 247 438 685
% 36.1 63.9 100
Rel Com (Urban) Count 221 374 595
% 37.1 62.9 100
Rel Com (Rural) Count 26 64 90
% 28.9 71.1 100
Rel Tel (Total) Count 266 357 623
% 42.7 57.3 100
Rel Tel (Urban) Count 231 207 438
% 52.7 47.3 100
Rel Tel (Rural) Count 35 150 185
% 18.9 81.1 100
TTSL (Total) Count 126 474 600
% 21 79 100
TTSL (Urban) Count 96 385 481
% 20 80 100
TTSL (Rural) Count 30 89 119
% 25.2 74.8 100
Uninor (Total) Count 126 480 606
% 20.8 79.2 100
Uninor (Urban) Count 84 378 462
% 18.2 81.8 100
Uninor (Rural) Count 42 102 144
% 29.2 70.8 100
Vodafone (Total) Count 102 510 612
% 16.7 83.3 100
Vodafone (Urban) Count 60 346 406
% 14.8 85.2 100
Vodafone (Rural) Count 42 164 206
% 20.4 79.6 100
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37. Have you made any complaint within last 6 months to the toll free Call Centre/ Customer Care/ Helpline telephone number?
Service Providers
Yes No Total
Overall Count 1515 5304 6819
% 22.2 77.8 100
Overall (Urban) Count 1179 3996 5175
% 22.8 77.2 100
Overall (Rural) Count 336 1308 1644
% 20.4 79.6 100
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38. With respect to complaint made by you to the call centre, please specify which of these was most applicable to you?
Service Providers
Complaint was registered and docket number received
Complaint was registered and docket number not received
Complaint was registered and docket number provided on request
Complaint was registered and docket number not provided even on request
Refused to register the complaint
Total
Aircel (Total) Count 39 60 14 6 0 119
% 32.8 50.4 11.8 5 0.0 100
Aircel (Urban) Count 32 35 13 6 0 86
% 37.2 40.7 15.1 7 0.0 100
Aircel (Rural) Count 7 25 1 0 0 33
% 21.2 75.8 3 0.0 0.0 100
Airtel (Total) Count 40 48 24 8 4 124
% 32.3 38.7 19.4 6.5 3.2 100
Airtel (Urban) Count 32 30 15 4 2 83
% 38.6 36.1 18.1 4.8 2.4 100
Airtel (Rural) Count 8 18 9 4 2 41
% 19.5 43.9 22 9.8 4.9 100
BSNL (Total) Count 65 63 10 4 0 142
% 45.8 44.4 7 2.8 0.0 100
BSNL (Urban) Count 58 46 7 1 0 112
% 51.8 41.1 6.3 0.9 0.0 100
BSNL (Rural) Count 7 17 3 3 0 30
% 23.3 56.7 10 10 0.0 100
Idea (Total) Count 73 40 6 0 1 120
% 60.8 33.3 5 0.0 0.8 100
Idea (Urban) Count 59 24 4 0 0 87
% 67.8 27.6 4.6 0.0 0.0 100
Idea (Rural) Count 14 16 2 0 1 33
% 42.4 48.5 6.1 0.0 3 100
MTS (Total) Count 96 38 4 4 1 143
% 67.1 26.6 2.8 2.8 0.7 100
MTS (Urban) Count 87 24 4 4 0 119
% 73.1 20.2 3.4 3.4 0.0 100
MTS (Rural) Count 9 14 0 0 1 24
% 37.5 58.3 0.0 0.0 4.2 100
Rel Com (Total) Count 188 47 9 2 1 247
% 76.1 19 3.6 0.8 0.4 100
Rel Com (Urban)
Count 176 34 8 2 1 221
% 79.6 15.4 3.6 0.9 0.5 100
Rel Com (Rural)
Count 12 13 1 0 0 26
% 46.2 50 3.8 0.0 0.0 100
Rel Tel (Total) Count 196 54 9 7 0 266
% 73.7 20.3 3.4 2.6 0.0 100
Rel Tel (Urban) Count 185 35 7 4 0 231
% 80.1 15.2 3 1.7 0.0 100
Rel Tel (Rural) Count 11 19 2 3 0 35
% 31.4 54.3 5.7 8.6 0.0 100
TTSL (Total) Count 79 39 6 1 1 126
% 62.7 31 4.8 0.8 0.8 100
TTSL (Urban) Count 67 24 4 0 1 96
% 69.8 25 4.2 0.0 1 100
TTSL (Rural) Count 12 15 2 1 0 30
% 40.0 50 6.7 3.3 0.0 100
Uninor (Total) Count 46 61 14 5 0 126
% 36.5 48.4 11.1 4 0.0 100
Uninor (Urban) Count 32 37 13 2 0 84
% 38.1 44 15.5 2.4 0.0 100
Uninor (Rural) Count 14 24 1 3 0 42
% 33.3 57.1 2.4 7.1 0.0 100
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38. With respect to complaint made by you to the call centre, please specify which of these was most applicable to you?
Service Providers
Complaint was registered and docket number received
Complaint was registered and docket number not received
Complaint was registered and docket number provided on request
Complaint was registered and docket number not provided even on request
Refused to register the complaint
Total
Vodafone (Total)
Count 33 41 20 8 0 102
% 32.4 40.2 19.6 7.8 0.0 100
Vodafone (Urban)
Count 16 22 16 6 0 60
% 26.7 36.7 26.7 10 0.0 100
Vodafone (Rural)
Count 17 19 4 2 0 42
% 40.5 45.2 9.5 4.8 0.0 100
Overall Count 855 491 116 45 8 1515
% 56.4 32.4 7.7 3.0 0.5 100
Overall (Urban)
Count 744 311 91 29 4 1179
% 63.1 26.4 7.7 2.5 0.3 100
Overall (Rural) Count 111 180 25 16 4 336
% 33.0 53.6 7.4 4.8 1.2 100
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39. Did the Call Centre inform you about the action taken on your complaint?
Service Providers
Yes No Total
Aircel (Total) Count 48 71 119
% 40.3 59.7 100
Aircel (Urban) Count 41 45 86
% 47.7 52.3 100
Aircel (Rural) Count 7 26 33
% 21.2 78.8 100
Airtel (Total) Count 56 68 124
% 45.2 54.8 100
Airtel (Urban) Count 37 46 83
% 44.6 55.4 100
Airtel (Rural) Count 19 22 41
% 46.3 53.7 100
BSNL (Total) Count 64 78 142
% 45.1 54.9 100
BSNL (Urban) Count 51 61 112
% 45.5 54.5 100
BSNL (Rural) Count 13 17 30
% 43.3 56.7 100
Idea (Total) Count 82 38 120
% 68.3 31.7 100
Idea (Urban) Count 63 24 87
% 72.4 27.6 100
Idea (Rural) Count 19 14 33
% 57.6 42.4 100
MTS (Total) Count 70 73 143
% 49 51 100
MTS (Urban) Count 58 61 119
% 48.7 51.3 100
MTS (Rural) Count 12 12 24
% 50 50 100
Rel Com (Total) Count 202 45 247
% 81.8 18.2 100
Rel Com (Urban) Count 188 33 221
% 85.1 14.9 100
Rel Com (Rural) Count 14 12 26
% 53.8 46.2 100
Rel Tel (Total) Count 201 65 266
% 75.6 24.4 100
Rel Tel (Urban) Count 185 46 231
% 80.1 19.9 100
Rel Tel (Rural) Count 16 19 35
% 45.7 54.3 100
TTSL (Total) Count 88 38 126
% 69.8 30.2 100
TTSL (Urban) Count 75 21 96
% 78.1 21.9 100
TTSL (Rural) Count 13 17 30
% 43.3 56.7 100
Uninor (Total) Count 56 70 126
% 44.4 55.6 100
Uninor (Urban) Count 38 46 84
% 45.2 54.8 100
Uninor (Rural) Count 18 24 42
% 42.9 57.1 100
Vodafone (Total) Count 53 49 102
% 52 48 100
Vodafone (Urban) Count 30 30 60
% 50 50 100
Vodafone (Rural) Count 23 19 42
% 54.8 45.2 100
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39. Did the Call Centre inform you about the action taken on your complaint?
Service Providers
Yes No Total
Overall Count 920 595 1515
% 60.7 39.3 100
Overall (Urban) Count 766 413 1179
% 65 35 100
Overall (Rural) Count 154 182 336
% 45.8 54.2 100
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40. Was your billing/ charging complaint resolved satisfactorily by call centre/customer care within four weeks after lodging of the complaint?
Service Providers
Yes No Not applicable Total
Aircel (Total) Count 38 76 5 119
% 31.9 63.9 4.2 100
Aircel (Urban) Count 32 53 1 86
% 37.2 61.6 1.2 100
Aircel (Rural) Count 6 23 4 33
% 18.2 69.7 12.1 100
Airtel (Total) Count 41 73 10 124
% 33.1 58.9 8.1 100
Airtel (Urban) Count 26 52 5 83
% 31.3 62.7 6 100
Airtel (Rural) Count 15 21 5 41
% 36.6 51.2 12.2 100
BSNL (Total) Count 80 56 6 142
% 56.3 39.4 4.2 100
BSNL (Urban) Count 68 42 2 112
% 60.7 37.5 1.8 100
BSNL (Rural) Count 12 14 4 30
% 40 46.7 13.3 100
Idea (Total) Count 79 34 7 120
% 65.8 28.3 5.8 100
Idea (Urban) Count 63 23 1 87
% 72.4 26.4 1.1 100
Idea (Rural) Count 16 11 6 33
% 48.5 33.3 18.2 100
MTS (Total) Count 57 74 12 143
% 39.9 51.7 8.4 100
MTS (Urban) Count 46 64 9 119
% 38.7 53.8 7.6 100
MTS (Rural) Count 11 10 3 24
% 45.8 41.7 12.5 100
Rel Com (Total) Count 192 37 18 247
% 77.7 15 7.3 100
Rel Com (Urban) Count 186 25 10 221
% 84.2 11.3 4.5 100
Rel Com (Rural) Count 6 12 8 26
% 23.1 46.2 30.8 100
Rel Tel (Total) Count 193 64 9 266
% 72.6 24.1 3.4 100
Rel Tel (Urban) Count 182 43 6 231
% 78.8 18.6 2.6 100
Rel Tel (Rural) Count 11 21 3 35
% 31.4 60 8.6 100
TTSL (Total) Count 85 36 5 126
% 67.5 28.6 4 100
TTSL (Urban) Count 72 21 3 96
% 75 21.9 3.1 100
TTSL (Rural) Count 13 15 2 30
% 43.3 50 6.7 100
Uninor (Total) Count 53 66 7 126
% 42.1 52.4 5.6 100
Uninor (Urban) Count 38 42 4 84
% 45.2 50 4.8 100
Uninor (Rural) Count 15 24 3 42
% 35.7 57.1 7.1 100
Vodafone (Total) Count 53 46 3 102
% 52 45.1 2.9 100
Vodafone (Urban) Count 30 27 3 60
% 50 45 5 100
Vodafone (Rural) Count 23 19 0 42
% 54.8 45.2 0.0 100
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40. Was your billing/ charging complaint resolved satisfactorily by call centre/customer care within four weeks after lodging of the complaint?
Service Providers
Yes No Not applicable Total
Overall Count 871 562 82 1515
% 57.5 37.1 5.4 100
Overall (Urban) Count 743 392 44 1179
% 63.0 33.2 3.7 100
Overall (Rural) Count 128 170 38 336
% 38.1 50.6 11.3 100
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41. In case the complaint has not been resolved by the call centre, you can contact the next level called as Nodal Officer. Are you aware of the contact details of the Nodal Officer?
Service Providers
Yes No Total
Aircel (Total) Count 10 590 600
% 1.7 98.3 100
Aircel (Urban) Count 10 459 469
% 2.1 97.9 100
Aircel (Rural) Count 0 131 131
% 0.0 100 100
Airtel (Total) Count 8 646 654
% 1.2 98.8 100
Airtel (Urban) Count 7 465 472
% 1.5 98.5 100
Airtel (Rural) Count 1 181 182
% 0.5 99.5 100
BSNL (Total) Count 27 1182 1209
% 2.2 97.8 100
BSNL (Urban) Count 26 847 873
% 3 97 100
BSNL (Rural) Count 1 335 336
% 0.3 99.7 100
Idea (Total) Count 6 617 623
% 1 99 100
Idea (Urban) Count 3 471 474
% 0.6 99.4 100
Idea (Rural) Count 3 146 149
% 2 98 100
MTS (Total) Count 4 603 607
% 0.7 99.3 100
MTS (Urban) Count 3 502 505
% 0.6 99.4 100
MTS (Rural) Count 1 101 102
% 1 99 100
Rel Com (Total) Count 2 683 685
% 0.3 99.7 100
Rel Com (Urban) Count 1 594 595
% 0.2 99.8 100
Rel Com (Rural) Count 1 89 90
% 1.1 98.9 100
Rel Tel (Total) Count 3 620 623
% 0.5 99.5 100
Rel Tel (Urban) Count 2 436 438
% 0.5 99.5 100
Rel Tel (Rural) Count 1 184 185
% 0.5 99.5 100
TTSL (Total) Count 5 595 600
% 0.8 99.2 100
TTSL (Urban) Count 5 476 481
% 1 99 100
TTSL (Rural) Count 0 119 119
% 0.0 100 100
Uninor (Total) Count 7 599 606
% 1.2 98.8 100
Uninor (Urban) Count 7 455 462
% 1.5 98.5 100
Uninor (Rural) Count 0 144 144
% 0.0 100 100
Vodafone (Total) Count 10 602 612
% 1.6 98.4 100
Vodafone (Urban) Count 10 396 406
% 2.5 97.5 100
Vodafone (Rural) Count 0 206 206
% 0.0 100 100
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41. In case the complaint has not been resolved by the call centre, you can contact the next level called as Nodal Officer. Are you aware of the contact details of the Nodal Officer?
Service Providers
Yes No Total
Overall Count 82 6737 6819
% 1.2 98.8 100
Overall (Urban) Count 74 5101 5175
% 1.4 98.6 100
Overall (Rural) Count 8 1636 1644
% 0.5 99.5 100
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42(a). Have you ever made a complaint to the Nodal Officer regarding your complaints not resolved or unsatisfactorily resolved by the Call Center/Customer Care?
Service Providers
Yes No Total
Aircel (Total) Count 0 0 10
% 0.0 0.0 100
Aircel (Urban) Count 0 0 10
% 0.0 0.0 100
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 0 0 8
% 0.0 0.0 100
Airtel (Urban) Count 0 0 7
% 0.0 0.0 100
Airtel (Rural) Count 0 0 1
% 0.0 0.0 100
BSNL (Total) Count 3 24 27
% 11.1 88.9 100
BSNL (Urban) Count 3 23 26
% 11.5 88.5 100
BSNL (Rural) Count 0 1 1
% 0.0 100 100
Idea (Total) Count 0 0 6
% 0.0 0.0 100
Idea (Urban) Count 0 0 3
% 0.0 0.0 100
Idea (Rural) Count 0 0 3
% 0.0 0.0 100
MTS (Total) Count 0 0 4
% 0.0 0.0 100
MTS (Urban) Count 0 0 3
% 0.0 0.0 100
MTS (Rural) Count 0 0 1
% 0.0 0.0 100
Rel Com (Total) Count 0 0 2
% 0.0 0.0 100
Rel Com (Urban) Count 0 0 1
% 0.0 0.0 100
Rel Com (Rural) Count 0 0 1
% 0.0 0.0 100
Rel Tel (Total) Count 0 0 3
% 0.0 0.0 100
Rel Tel (Urban) Count 0 0 2
% 0.0 0.0 100
Rel Tel (Rural) Count 0 0 1
% 0.0 0.0 100
TTSL (Total) Count 0 0 5
% 0.0 0.0 100
TTSL (Urban) Count 0 0 5
% 0.0 0.0 100
TTSL (Rural) Count 0 0 0
% 0.0 0.0 100
Uninor (Total) Count 0 0 7
% 0.0 0.0 100
Uninor (Urban) Count 0 0 7
% 0.0 0.0 100
Uninor (Rural) Count 0 0 0
% 0.0 0.0 100
Vodafone (Total) Count 0 0 10
% 0.0 0.0 100
Vodafone (Urban) Count 0 0 10
% 0.0 0.0 100
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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42(a). Have you ever made a complaint to the Nodal Officer regarding your complaints not resolved or unsatisfactorily resolved by the Call Center/Customer Care?
Service Providers
Yes No Total
Overall Count 3 79 82
% 3.7 96.3 100
Overall (Urban) Count 3 71 74
% 4.1 95.9 100
Overall (Rural) Count 0 8 8
% 0.0 100 100
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42(b). Were you able to contact the Nodal officer without difficulty?
Service Providers
Yes No Total
Aircel (Total) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Total) Count 2 1 3
% 66.7 33.3 100
BSNL (Urban) Count 2 1 3
% 66.7 33.3 100
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Idea (Total) Count 0 0 0
% 0.0 0.0 0.0
Idea (Urban) Count 0 0 0
% 0.0 0.0 0.0
Idea (Rural) Count 0 0 0
% 0.0 0.0 0.0
MTS (Total) Count 0 0 0
% 0.0 0.0 0.0
MTS (Urban) Count 0 0 0
% 0.0 0.0 0.0
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Total) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Total) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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42(b). Were you able to contact the Nodal officer without difficulty?
Service Providers
Yes No Total
Overall Count 2 1 3
% 66.7 33.3 100
Overall (Urban) Count 2 1 3
% 66.7 33.3 100
Overall (Rural) Count 0 0 0
% 0.0 0.0 0.0
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43. Did the Nodal Officer intimate you about the decision taken on your complaint?
Service Providers
Yes No Total
Aircel (Total) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Total) Count 1 2 3
% 33.3 66.7 100
BSNL (Urban) Count 1 2 3
% 33.3 66.7 100
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Idea (Total) Count 0 0 0
% 0.0 0.0 0.0
Idea (Urban) Count 0 0 0
% 0.0 0.0 0.0
Idea (Rural) Count 0 0 0
% 0.0 0.0 0.0
MTS (Total) Count 0 0 0
% 0.0 0.0 0.0
MTS (Urban) Count 0 0 0
% 0.0 0.0 0.0
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Total) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Total) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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43. Did the Nodal Officer intimate you about the decision taken on your complaint?
Service Providers
Yes No Total
Overall Count 1 2 3
% 33.3 66.7 100
Overall (Urban) Count 1 2 3
% 33.3 66.7 100
Overall (Rural) Count 0 0 0
% 0.0 0.0 0.0
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44. How satisfied are you with the redressal of the complaint by the Nodal Officer?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 1 1 0 2 0 3
% 33.3 33.3 0.0 66.7 0.0 100
BSNL (Urban) Count 1 1 0 2 0 3
% 33.3 33.3 0.0 66.7 0.0 100
BSNL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Total)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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44. How satisfied are you with the redressal of the complaint by the Nodal Officer?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
Overall Count 1 1 0 2 0 3
% 33.3 33.3 0.0 66.7 0.0 100
Overall (Urban)
Count 1 1 0 2 0 3
% 33.3 33.3 0.0 66.7 0.0 100
Overall (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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45. Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult to
connect to Nodal Officer
Nodal officer not
polite/courteous
Nodal Officer not equipped
with adequate
information
Time taken by Nodal
Officer for redressal of complaint is too long
Nodal Officer was unable to
understand the problem
Total
Aircel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Total) Count 0 1 1 0 0 0
% 0.0 50.0 50.0 0.0 0.0 0.0
BSNL (Urban) Count 0 1 1 0 0 0
% 0.0 50.0 50.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Idea (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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45. Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult to
connect to Nodal Officer
Nodal officer not
polite/courteous
Nodal Officer not equipped
with adequate
information
Time taken by Nodal
Officer for redressal of complaint is too long
Nodal Officer was unable to
understand the problem
Total
Vodafone (Total) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
Overall Count 0 1 1 0 0 0
% 0.0 50.0 50.0 0.0 0.0 0.0
Overall (Urban) Count 0 1 1 0 0 0
% 0.0 50.0 50.0 0.0 0.0 0.0
Overall (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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46. In case the complaint has not been resolved by the Nodal Officer or you are not satisfied with the decision taken by the Nodal Officer, you can file an appeal to the Appellate Authority of the service provider. Are you aware of the contact details of the Appellate Authority for filing of appeals?
Service Providers
Yes No Total
Aircel (Total) Count 1 599 600
% 0.2 99.8 100
Aircel (Urban) Count 0 469 469
% 0.0 100 100
Aircel (Rural) Count 1 130 131
% 0.8 99.2 100
Airtel (Total) Count 2 652 654
% 0.3 99.7 100
Airtel (Urban) Count 2 470 472
% 0.4 99.6 100
Airtel (Rural) Count 0 182 182
% 0.0 100 100
BSNL (Total) Count 20 1189 1209
% 1.7 98.3 100
BSNL (Urban) Count 8 865 873
% 0.9 99.1 100
BSNL (Rural) Count 12 324 336
% 3.6 96.4 100
Idea (Total) Count 2 621 623
% 0.3 99.7 100
Idea (Urban) Count 1 473 474
% 0.2 99.8 100
Idea (Rural) Count 1 148 149
% 0.7 99.3 100
MTS (Total) Count 1 606 607
% 0.2 99.8 100
MTS (Urban) Count 1 504 505
% 0.2 99.8 100
MTS (Rural) Count 0 102 102
% 0.0 100 100
Rel Com (Total) Count 0 685 685
% 0.0 100 100
Rel Com (Urban) Count 0 595 595
% 0.0 100 100
Rel Com (Rural) Count 0 90 90
% 0.0 100 100
Rel Tel (Total) Count 6 617 623
% 1 99 100
Rel Tel (Urban) Count 3 435 438
% 0.7 99.3 100
Rel Tel (Rural) Count 3 182 185
% 1.6 98.4 100
TTSL (Total) Count 2 598 600
% 0.3 99.7 100
TTSL (Urban) Count 0 481 481
% 0.0 100 100
TTSL (Rural) Count 2 117 119
% 1.7 98.3 100
Uninor (Total) Count 1 605 606
% 0.2 99.8 100
Uninor (Urban) Count 1 461 462
% 0.2 99.8 100
Uninor (Rural) Count 0 144 144
% 0.0 100 100
Vodafone (Total) Count 0 612 612
% 0.0 100 100
Vodafone (Urban) Count 0 406 406
% 0.0 100 100
Vodafone (Rural) Count 0 206 206
% 0.0 100 100
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46. In case the complaint has not been resolved by the Nodal Officer or you are not satisfied with the decision taken by the Nodal Officer, you can file an appeal to the Appellate Authority of the service provider. Are you aware of the contact details of the Appellate Authority for filing of appeals?
Service Providers
Yes No Total
Overall Count 35 6784 6819
% 0.5 99.5 100
Overall (Urban) Count 16 5159 5175
% 0.3 99.7 100
Overall (Rural) Count 19 1625 1644
% 1.2 98.8 100
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47. Have you filed any appeal in last 6 months?
Service Providers
Yes No Total
Aircel (Total) Count 0 0 1
% 0.0 0.0 100
Aircel (Urban) Count 0 0 0
% 0.0 0.0 100
Aircel (Rural) Count 0 0 1
% 0.0 0.0 100
Airtel (Total) Count 0 0 2
% 0.0 0.0 100
Airtel (Urban) Count 0 0 2
% 0.0 0.0 100
Airtel (Rural) Count 0 0 0
% 0.0 0.0 100
BSNL (Total) Count 1 19 20
% 5.0 95.0 100
BSNL (Urban) Count 1 7 8
% 12.5 87.5 100
BSNL (Rural) Count 0 0 12
% 0.0 0.0 100
Idea (Total) Count 0 0 2
% 0.0 0.0 100
Idea (Urban) Count 0 0 1
% 0.0 0.0 100
Idea (Rural) Count 0 0 1
% 0.0 0.0 100
MTS (Total) Count 0 0 1
% 0.0 0.0 100
MTS (Urban) Count 0 0 1
% 0.0 0.0 100
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 6
% 0.0 0.0 100
Rel Tel (Urban) Count 0 0 3
% 0.0 0.0 100
Rel Tel (Rural) Count 0 0 3
% 0.0 0.0 100
TTSL (Total) Count 0 0 2
% 0.0 0.0 100
TTSL (Urban) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Rural) Count 0 0 2
% 0.0 0.0 100
Uninor (Total) Count 0 0 1
% 0.0 0.0 100
Uninor (Urban) Count 0 0 1
% 0.0 0.0 100
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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47. Have you filed any appeal in last 6 months?
Service Providers
Yes No Total
Overall Count 1 34 35
% 2.9 97.1 100
Overall (Urban) Count 1 15 16
% 6.3 93.8 100
Overall (Rural) Count 0 19 19
% 0.0 100 100
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48. Did you receive any acknowledgement?
Service Providers
Yes No Total
Aircel (Total) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Total) Count 1 0 1
% 100.0 0.0 100
BSNL (Urban) Count 1 0 1
% 100.0 0.0 100
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Idea (Total) Count 0 0 0
% 0.0 0.0 0.0
Idea (Urban) Count 0 0 0
% 0.0 0.0 0.0
Idea (Rural) Count 0 0 0
% 0.0 0.0 0.0
MTS (Total) Count 0 0 0
% 0.0 0.0 0.0
MTS (Urban) Count 0 0 0
% 0.0 0.0 0.0
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Total) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Total) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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48. Did you receive any acknowledgement?
Service Providers
Yes No Total
Overall Count 1 0 1
% 100.0 0.0 100
Overall (Urban) Count 1 0 1
% 100.0 0.0 100
Overall (Rural) Count 0 0 0
% 0.0 0.0 0.0
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49. Did the appellate authority take a decision upon your appeal within 3 months of filing the appeal?
Service Providers
Yes No Appeal filed only
recently Total
Aircel (Total) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Rural) Count 0 0 0
% 0.0 0.0 0.0
BSNL (Total) Count 1 0 1
% 100.0 0.0 100
BSNL (Urban) Count 1 0 1
% 100.0 0.0 100
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Idea (Total) Count 0 0 0
% 0.0 0.0 0.0
Idea (Urban) Count 0 0 0
% 0.0 0.0 0.0
Idea (Rural) Count 0 0 0
% 0.0 0.0 0.0
MTS (Total) Count 0 0 0
% 0.0 0.0 0.0
MTS (Urban) Count 0 0 0
% 0.0 0.0 0.0
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0
% 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Total) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Total) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0
% 0.0 0.0 0.0
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49. Did the appellate authority take a decision upon your appeal within 3 months of filing the appeal?
Service Providers
Yes No Appeal filed only
recently Total
Overall Count 1 0 1
% 100.0 0.0 100
Overall (Urban) Count 1 0 1
% 100.0 0.0 100
Overall (Rural) Count 0 0 0
% 0.0 0.0 0.0
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50. Are you aware that a prepaid customer can get item-wise usage charge details, on request?
Service Providers
Yes No Total
Aircel (Total) Count 5 595 600
% 0.8 99.2 100
Aircel (Urban) Count 5 464 469
% 1.1 98.9 100
Aircel (Rural) Count 0 131 131
% 0.0 100 100
Airtel (Total) Count 12 642 654
% 1.8 98.2 100
Airtel (Urban) Count 11 461 472
% 2.3 97.7 100
Airtel (Rural) Count 1 181 182
% 0.5 99.5 100
BSNL (Total) Count 26 1171 1197
% 2.2 97.8 100
BSNL (Urban) Count 21 846 867
% 2.4 97.6 100
BSNL (Rural) Count 5 325 330
% 1.5 98.5 100
Idea (Total) Count 2 573 575
% 0.3 99.7 100
Idea (Urban) Count 2 427 429
% 0.5 99.5 100
Idea (Rural) Count 0 146 146
% 0.0 100 100
MTS (Total) Count 3 604 607
% 0.5 99.5 100
MTS (Urban) Count 3 502 505
% 0.6 99.4 100
MTS (Rural) Count 0 102 102
% 0.0 100 100
Rel Com (Total) Count 25 660 685
% 3.6 96.4 100
Rel Com (Urban) Count 24 571 595
% 4 96 100
Rel Com (Rural) Count 1 89 90
% 1.1 98.9 100
Rel Tel (Total) Count 2 621 623
% 0.3 99.7 100
Rel Tel (Urban) Count 2 436 438
% 0.5 99.5 100
Rel Tel (Rural) Count 0 185 185
% 0.0 100 100
TTSL (Total) Count 13 579 592
% 2.2 97.8 100
TTSL (Urban) Count 13 461 474
% 2.7 97.3 100
TTSL (Rural) Count 0 118 118
% 0.0 100 100
Uninor (Total) Count 0 606 606
% 0.0 100 100
Uninor (Urban) Count 0 462 462
% 0.0 100 100
Uninor (Rural) Count 0 144 144
% 0.0 100 100
Vodafone (Total) Count 4 608 612
% 0.7 99.3 100
Vodafone (Urban) Count 4 402 406
% 1 99 100
Vodafone (Rural) Count 0 206 206
% 0.0 100 100
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50. Are you aware that a prepaid customer can get item-wise usage charge details, on request?
Service Providers
Yes No Total
Overall Count 92 6659 6751
% 1.4 98.6 100
Overall (Urban) Count 85 5032 5117
% 1.7 98.3 100
Overall (Rural) Count 7 1627 1634
% 0.4 99.6 100
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51. Have you been denied of your request for item-wise usage charge details for your pre-paid connection?
Service Providers
Yes No Total
Aircel (Total) Count 0 5 5
% 0.0 100 100
Aircel (Urban) Count 0 5 5
% 0.0 100 100
Aircel (Rural) Count 0 0 0
% 0.0 0.0 0.0
Airtel (Total) Count 6 6 12
% 50.0 50.0 100
Airtel (Urban) Count 6 5 11
% 54.5 45.5 100
Airtel (Rural) Count 0 1 1
% 0.0 100.0 100
BSNL (Total) Count 5 21 26
% 19.2 80.8 100
BSNL (Urban) Count 4 17 21
% 19.0 81.0 100
BSNL (Rural) Count 1 4 5
% 20.0 80.0 100
Idea (Total) Count 0 2 2
% 0.0 100 100
Idea (Urban) Count 0 2 2
% 0.0 100 100
Idea (Rural) Count 0 0 0
% 0.0 0.0 0.0
MTS (Total) Count 0 3 3
% 0.0 100 100
MTS (Urban) Count 0 3 3
% 0.0 100 100
MTS (Rural) Count 0 0 0
% 0.0 0.0 0.0
Rel Com (Total) Count 0 25 25
% 0.0 100 100
Rel Com (Urban) Count 0 24 24
% 0.0 100 100
Rel Com (Rural) Count 0 1 1
% 0.0 100 100
Rel Tel (Total) Count 0 2 2
% 0.0 100 100
Rel Tel (Urban) Count 0 2 2
% 0.0 100 100
Rel Tel (Rural) Count 0 0 0
% 0.0 0.0 0.0
TTSL (Total) Count 0 13 13
% 0.0 100 100
TTSL (Urban) Count 0 13 13
% 0.0 100 100
TTSL (Rural) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Total) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0
% 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0
% 0.0 0.0 0.0
Vodafone (Total) Count 0 4 4
% 0.0 100 100
Vodafone (Urban) Count 0 4 4
% 0.0 100 100
Vodafone (Rural) Count 0 0 0
% 0.0 100 100
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51. Have you been denied of your request for item-wise usage charge details for your pre-paid connection?
Service Providers
Yes No Total
Overall Count 11 81 92
% 12.0 88.0 100
Overall (Urban) Count 10 75 85
% 11.8 88.2 100
Overall (Rural) Count 1 6 7
% 14.3 85.7 100
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52. What were the reason(s) for denying your request?
Service Providers
No reasons
given Technical problem
Others Total
Aircel (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Aircel (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Aircel (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Airtel (Total) Count 1 5 0 6
% 16.7 83.3 0.0 100
Airtel (Urban) Count 1 5 0 6
% 16.7 83.3 0.0 100
Airtel (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Total) Count 3 2 0 5
% 60.0 40.0 0.0 100
BSNL (Urban) Count 3 1 0 4
% 75.0 25.0 0.0 100
BSNL (Rural) Count 0 1 0 1
% 0.0 100.0 0.0 100
Idea (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Idea (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Idea (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
MTS (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
MTS (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
MTS (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Com (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Com (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Com (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Tel (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Tel (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Rel Tel (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
TTSL (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
TTSL (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
TTSL (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Uninor (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Uninor (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Uninor (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Vodafone (Total) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Vodafone (Urban) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
Vodafone (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
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52. What were the reason(s) for denying your request?
Service Providers
No reasons
given Technical problem
Others Total
Overall Count 4 7 0 11
% 36.4 63.6 0.0 100
Overall (Urban) Count 4 6 0 10
% 40.0 60.0 0.0 100
Overall (Rural) Count 0 1 0 1
% 0.0 100.0 0.0 100
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53. Have you been provided the Manual of Practice, containing the terms and conditions of service, toll free number of Call Centre and contact detail of Nodal Officer and Appellate Authority for complaint redressal etc., while subscribing the new telephone connection?
Service Providers
Yes No Do not
remember Total
Aircel (Total) Count 391 45 164 600
% 65.2 7.5 27.3 100
Aircel (Urban) Count 303 43 123 469
% 64.6 9.2 26.2 100
Aircel (Rural) Count 88 2 41 131
% 67.2 1.5 31.3 100
Airtel (Total) Count 423 101 130 654
% 64.7 15.4 19.9 100
Airtel (Urban) Count 315 80 77 472
% 66.7 16.9 16.3 100
Airtel (Rural) Count 108 21 53 182
% 59.3 11.5 29.1 100
BSNL (Total) Count 502 438 269 1209
% 41.5 36.2 22.2 100
BSNL (Urban) Count 360 320 193 873
% 41.2 36.7 22.1 100
BSNL (Rural) Count 142 118 76 336
% 42.3 35.1 22.6 100
Idea (Total) Count 256 226 141 623
% 41.1 36.3 22.6 100
Idea (Urban) Count 153 224 97 474
% 32.3 47.3 20.5 100
Idea (Rural) Count 103 2 44 149
% 69.1 1.3 29.5 100
MTS (Total) Count 301 182 124 607
% 49.6 30 20.4 100
MTS (Urban) Count 234 177 94 505
% 46.3 35 18.6 100
MTS (Rural) Count 67 5 30 102
% 65.7 4.9 29.4 100
Rel Com (Total) Count 204 316 165 685
% 29.8 46.1 24.1 100
Rel Com (Urban) Count 147 315 133 595
% 24.7 52.9 22.4 100
Rel Com (Rural) Count 57 1 32 90
% 63.3 1.1 35.6 100
Rel Tel (Total) Count 245 227 151 623
% 39.3 36.4 24.2 100
Rel Tel (Urban) Count 125 219 94 438
% 28.5 50 21.5 100
Rel Tel (Rural) Count 120 8 57 185
% 64.9 4.3 30.8 100
TTSL (Total) Count 267 232 101 600
% 44.5 38.7 16.8 100
TTSL (Urban) Count 173 230 78 481
% 36 47.8 16.2 100
TTSL (Rural) Count 94 2 23 119
% 79 1.7 19.3 100
Uninor (Total) Count 298 176 132 606
% 49.2 29 21.8 100
Uninor (Urban) Count 195 173 94 462
% 42.2 37.4 20.3 100
Uninor (Rural) Count 103 3 38 144
% 71.5 2.1 26.4 100
Vodafone (Total) Count 390 77 145 612
% 63.7 12.6 23.7 100
Vodafone (Urban) Count 264 65 77 406
% 65 16 19 100
Vodafone (Rural) Count 126 12 68 206
% 61.2 5.8 33 100
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53. Have you been provided the Manual of Practice, containing the terms and conditions of service, toll free number of Call Centre and contact detail of Nodal Officer and Appellate Authority for complaint redressal etc., while subscribing the new telephone connection?
Service Providers
Yes No Do not
remember Total
Overall Count 3277 2020 1522 6819
% 48.1 29.6 22.3 100
Overall (Urban) Count 2269 1846 1060 5175
% 43.8 35.7 20.5 100
Overall (Rural) Count 1008 174 462 1644
% 61.3 10.6 28.1 100
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ANNEXURE-BROADBAND SERVICES
1(a) When did you last apply for a broadband connection?
Service Providers
More than 7 to
15 days ago More than 15 to
30 days ago More than 30
days ago Total
BSNL (Total)
Count 97 125 1002 1224
% 7.9 10.2 81.9 100
BSNL (Urban)
Count 84 64 942 1090
% 7.7 5.9 86.4 100
BSNL (Rural) Count 13 61 60 134
% 9.7 45.5 44.8 100
1(b) After registration and payment of initial deposit by you within how many working days did the broadband connection get activated?
Service Providers
Within 7 working days More than 7 working days Total
BSNL (Total)
Count 523 701 1224
% 42.7 57.3 100
BSNL (Urban)
Count 465 625 1090
% 42.7 57.3 100
BSNL (Rural) Count 58 76 134
% 43.3 56.7 100
2. How satisfied are you with the time taken in the provision of the Broadband connection after registration and payment of initial deposit by you?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 1114 97 1017 99 11 1224
% 91.0 7.9 83.1 8.1 0.9 100
BSNL (Urban)
Count 1010 83 927 69 11 1090
% 92.6 7.6 85.0 6.3 1.0 100
BSNL (Rural) Count 104 14 90 30 0 134
% 77.6 10.4 67.2 22.4 0.0 100
3. In case your connection was temporarily suspended due to non-payment of bills, how much time was taken by the service provider to reactivate service after you made the payment?
Service Providers
Within 24 hrs
2-3 days 4-7 days more than 7 days
Not Applicable
Total
BSNL (Total)
Count 79 144 72 76 853 1224
% 6.5 11.8 5.9 6.2 69.7 100
BSNL (Urban)
Count 73 108 34 63 812 1090
% 6.7 9.9 3.1 5.8 74.5 100
BSNL (Rural) Count 6 36 38 13 41 134
% 4.5 26.9 28.4 9.7 30.6 100
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B. BILLING RELATED - ONLY FOR POSTPAID CUSTOMERS (FOR PREPAID CUSTOMERS GO TO Q9(A))
4. How satisfied are you with the timely delivery of bills?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 1048 53 995 168 8 1224
% 85.6 4.3 81.3 13.7 0.7 100
BSNL (Urban)
Count 926 47 879 157 7 1090
% 84.9 4.3 80.6 14.4 0.6 100
BSNL (Rural) Count 122 6 116 11 1 134
% 91.1 4.5 86.6 8.2 0.7 100
5(a). How satisfied are you with the clarity of the bills issued by your service provider in terms of transparency and understandability?
Service Providers
Overall satisfied=
(A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 1194 40 1154 28 2 1224
% 97.6 3.3 94.3 2.3 0.2 100
BSNL (Urban)
Count 1069 35 1034 19 2 1090
% 98.1 3.2 94.9 1.7 0.2 100
BSNL (Rural) Count 125 5 120 9 0 134
% 93.3 3.7 89.6 6.7 0.0 100
5(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult to read the bills
Difficult to understand
the language
Calculations not clear
Item-wise charges like total minutes of usage not given
Others Total
BSNL (Total)
Count 1 3 10 10 7 30
% 3.3 10.0 33.3 33.3 23.3 100
BSNL (Urban)
Count 1 2 9 5 5 21
% 4.8 9.5 42.9 23.8 23.8 100
BSNL (Rural) Count 0 1 1 5 2 9
% 0.0 11.1 11.1 55.6 22.2 100
6(a). How satisfied are you with the accuracy & completeness of the bills?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 1194 56 1138 30 0 1224
% 97.6 4.6 93.0 2.5 0.0 100
BSNL (Urban)
Count 1070 43 1027 20 0 1090
% 98.1 3.9 94.2 1.8 0.0 100
BSNL (Rural) Count 124 13 111 10 0 134
% 92.5 9.7 82.8 7.5 0.0 100
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6(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Charges not as per tariff plan
subscribed
Tariff plan changed without
information
Charged for value
added services
not subscribed
Charged for
services not used
Others Total
BSNL (Total)
Count 7 2 5 14 3 30
% 23.3 6.7 16.7 46.7 10.0 100
BSNL (Urban)
Count 5 1 2 11 2 20
% 25.0 5.0 10.0 55.0 10.0 100
BSNL (Rural) Count 2 1 3 3 1 10
% 20.0 10.0 30.0 30.0 10.0 100
7. Have you made any billing related complaints in the last 6 months?
Service Providers
Yes No Total
BSNL (Total)
Count 96 1128 1224
% 7.8 92.2 100
BSNL (Urban)
Count 86 1004 1090
% 7.9 92.1 100
BSNL (Rural) Count 10 124 134
% 7.5 92.5 100
8. How satisfied are you with the process of resolution of complaints and the resulting refund/credit/waiver of excess charges on account of such resolution of complaints?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 39 0 39 57 0 96
% 40.6 0.0 40.6 59.4 0.0 100
BSNL (Urban)
Count 33 0 33 53 0 86
% 38.4 0.0 38.4 61.6 0.0 100
BSNL (Rural) Count 6 0 6 4 0 10
% 60.0 0.0 60.0 40.0 0.0 100
HELP SERVICES/CUSTOMER CARE INCLUDING CUSTOMER GRIEVANCE REDRESSAL
10. In the last 6 months, have you contacted customer care/ helpline/ call centre of your service provider?
Service Providers
Yes No Total
BSNL (Total)
Count 282 942 1224
% 23.0 77.0 100
BSNL (Urban)
Count 264 826 1090
% 24.2 75.8 100
BSNL (Rural) Count 18 116 134
% 13.4 86.6 100
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11(a). How satisfied are you with the ease of access of call centre/customer care or helpline?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 179 8 171 95 8 282
% 63.4 2.8 60.6 33.7 2.8 100
BSNL (Urban)
Count 166 5 161 91 7 264
% 62.9 1.9 61.0 34.5 2.7 100
BSNL (Rural) Count 13 3 10 4 1 18
% 72.3 16.7 55.6 22.2 5.6 100
11(b). How satisfied are you with the ease of getting an option for “talking to a customer care executive”?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 162 7 155 113 7 282
% 57.5 2.5 55.0 40.1 2.5 100
BSNL (Urban)
Count 152 5 147 106 6 264
% 57.6 1.9 55.7 40.2 2.3 100
BSNL (Rural) Count 10 2 8 7 1 18
% 55.5 11.1 44.4 38.9 5.6 100
12. How satisfied are you with the response time taken to answer your call by a customer care executive?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 152 7 145 123 7 282
% 53.9 2.5 51.4 43.6 2.5 100
BSNL (Urban)
Count 143 6 137 115 6 264
% 54.2 2.3 51.9 43.6 2.3 100
BSNL (Rural) Count 9 1 8 8 1 18
% 50.0 5.6 44.4 44.4 5.6 100
13. How satisfied are you with the problem solving ability of the customer care executive(s)?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 159 8 151 116 7 282
% 56.3 2.8 53.5 41.1 2.5 100
BSNL (Urban)
Count 150 6 144 108 6 264
% 56.8 2.3 54.5 40.9 2.3 100
BSNL (Rural) Count 9 2 7 8 1 18
% 50.0 11.1 38.9 44.4 5.6 100
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14. How satisfied are you with the time taken by call centre/customer care /helpline to resolve your complaint?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 149 8 141 124 9 282
% 52.8 2.8 50.0 44.0 3.2 100
BSNL (Urban)
Count 143 6 137 112 9 264
% 54.2 2.3 51.9 42.4 3.4 100
BSNL (Rural) Count 6 2 4 12 0 18
% 33.3 11.1 22.2 66.7 0.0 100
NETWORK PERFORMANCE, RELIABILITY AND AVAILABILITY
15. How satisfied are you with the speed of Broadband connection?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 550 41 509 639 35 1224
% 44.9 3.3 41.6 52.2 2.9 100
BSNL (Urban)
Count 461 31 430 594 35 1090
% 42.2 2.8 39.4 54.5 3.2 100
BSNL (Rural) Count 89 10 79 45 0 134
% 66.5 7.5 59.0 33.6 0.0 100
16. How satisfied are you with the amount of time for which service is up and working?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 1009 48 961 205 10 1224
% 82.4 3.9 78.5 16.7 0.8 100
BSNL (Urban)
Count 901 38 863 180 9 1090
% 82.7 3.5 79.2 16.5 0.8 100
BSNL (Rural) Count 108 10 98 25 1 134
% 80.6 7.5 73.1 18.7 0.7 100
MAINTAINABILITY (FAULT REPAIR)
17. How often do you face a problem with your Broadband connection?
Service Providers
Never Occasionally Frequently Very
frequently Total
BSNL (Total)
Count 127 742 324 31 1224
% 10.4 60.6 26.5 2.5 100
BSNL (Urban)
Count 115 668 277 30 1090
% 10.6 61.3 25.4 2.8 100
BSNL (Rural) Count 12 74 47 1 134
% 9.0 55.2 35.1 0.7 100
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18. What was the broadband connection problem faced by you in last 6 months related to, please specify?
Service Providers
Problem was related to my
computer hardware/ software
Problem was related to the broadband
connection& modem provided by service
provider
Total
BSNL (Total)
Count 50 305 355
% 14.1 85.9 100
BSNL (Urban)
Count 47 260 307
% 15.3 84.7 100
BSNL (Rural) Count 3 45 48
% 6.3 93.8 100
19. How satisfied are you with the time taken for restoration of broadband connection?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 295 2 293 53 7 355
% 83.1 0.6 82.5 14.9 2.0 100
BSNL (Urban)
Count 252 1 251 49 6 307
% 82.1 0.3 81.8 16.0 2.0 100
BSNL (Rural) Count 43 1 42 4 1 48
% 89.6 2.1 87.5 8.3 2.1 100
20(a). Do you use any value added services or supplementary services such as static/ fixed IP addresses, e-mail IDs etc.
Service Providers
Yes No Total
BSNL (Total)
Count 289 935 1224
% 23.6 76.4 100
BSNL (Urban)
Count 259 831 1090
% 23.8 76.2 100
BSNL (Rural) Count 30 104 134
% 22.4 77.6 100
20(b). How satisfied are you with the process of activating value added services or the process of unsubscribing?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 287 3 284 2 0 289
% 99.3 1.0 98.3 0.7 0.0 100
BSNL (Urban)
Count 257 3 254 2 0 259
% 99.3 1.2 98.1 0.8 0.0 100
BSNL (Rural) Count 30 0 30 0 0 30
% 100.0 0.0 100.0 0.0 0.0 100
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20(c). Please tell me the reasons for your dissatisfaction.
Service Providers
Not
informed of charges
Activated without consent
Not informed about toll free
number for unsubscribing
Others Total
BSNL (Total)
Count 2 0 0 0 2
% 100.0 0.0 0.0 0.0 100
BSNL (Urban)
Count 2 0 0 0 2
% 100.0 0.0 0.0 0.0 100
BSNL (Rural) Count 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0
21(a). In last 6 months have you faced the problem of unauthorized activation of VAS by your service provider? (such as static/fixed IP addresses, email-ids, antivirus packages, etc)
Service Providers
Yes No Total
BSNL (Total)
Count 36 1188 1224
% 2.9 97.1 100
BSNL (Urban)
Count 35 1055 1090
% 3.2 96.8 100
BSNL (Rural) Count 1 133 134
% 0.7 99.3 100
21(b). Have you complained to your service provider for deactivation of such services and refund of charges levied?
Service Providers
Yes No Total
BSNL (Total)
Count 0 36 36
% 0.0 100.0 100
BSNL (Urban)
Count 0 35 35
% 0.0 100.0 100
BSNL (Rural) Count 0 1 1
% 0.0 100.0 100
21(c). What difficulties you have faced while deactivating of such services and refund of charges levied?
Service Providers
None
Delay in deactivation resulting in
repeat complaints
Customer care
refused to register
the complaint
Not aware of whom
to contact Others Total
BSNL (Total)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
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22. How satisfied are you with the resolution of your complaint for deactivation of VAS & refund of charges levied?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Urban)
Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0 0 0
% 0.0 0.0 0.0 0.0 0.0 0.0
OVERALL CUSTOMER SATISFACTION
23(a). How satisfied are you with the overall quality of your Broadband service?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 999 17 982 207 18 1224
% 81.6 1.4 80.2 16.9 1.5 100
BSNL (Urban)
Count 893 11 882 180 17 1090
% 81.9 1.0 80.9 16.5 1.6 100
BSNL (Rural) Count 106 6 100 27 1 134
% 79.1 4.5 74.6 20.1 0.7 100
24. How many persons in your house/ organization are using this Broadband connection?
Service Providers
No. of persons (Average Numbers)
BSNL (Total)
Count 1224
avg. no. of persons 2.2
BSNL (Urban)
Count 1090
avg. no. of persons 2.2
BSNL (Rural) Count 134
avg. no. of persons 2.6
24(a). What kind of other services are you also taking from this service provider?
Service Providers
Wire-line Mobile Other None Total
BSNL (Total)
Count 397 184 6 637 1224
% 32.4 15.0 0.5 52.0 100
BSNL (Urban)
Count 356 163 6 565 1090
% 32.7 15.0 0.6 51.8 100
BSNL (Rural) Count 41 21 0 72 134
% 30.6 15.7 0.0 53.7 100
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25. Are you aware of the facility for measuring the broadband connection speed provided by your service provider?
Service Providers
Yes No Total
BSNL (Total)
Count 380 844 1224
% 31.0 69.0 100
BSNL (Urban)
Count 287 803 1090
% 26.3 73.7 100
BSNL (Rural) Count 93 41 134
% 69.4 30.6 100
26. On a scale of 1-10 where “10” is “Very Good” and “1” is “Very Poor”, how do you rate your service provider?
Service Providers
1 2 3 4 5 6 7 8 9 10 Total
BSNL (Total)
Count 19 36 54 74 233 385 222 150 41 10 1224
% 1.6 2.9 4.4 6.0 19.0 31.5 18.1 12.3 3.3 0.8 100
BSNL (Urban)
Count 19 34 50 62 208 350 194 128 35 10 1090
% 1.7 3.1 4.6 5.7 19.1 32.1 17.8 11.7 3.2 0.9 100
BSNL (Rural) Count 0 2 4 12 25 35 28 22 6 0 134
% 0.0 1.5 3.0 9.0 18.7 26.1 20.9 16.4 4.5 0.0 100
QUESTIONNAIRE FOR ASSESSMENT OF IMPLEMENTATION AND EFFECTIVENESS OF TELECOM
CONSUMERS PROTECTION AND REDRESSAL OF GRIEVANCES REGULATIONS, 2007
27. Are you aware of the call centre telephone number of your broadband service provider for making complaints/ query?
Service Providers
Yes No Total
BSNL (Total)
Count 1161 63 1224
% 94.9 5.1 100
BSNL (Urban)
Count 1060 30 1090
% 97.2 2.8 100
BSNL (Rural) Count 101 33 134
% 75.4 24.6 100
28. Have you made any complaint within last 6 months to the toll free Call Centre/customer care/Helpline telephone number?
Service Providers
Yes No Total
BSNL (Total)
Count 453 771 1224
% 37.0 63.0 100
BSNL (Urban)
Count 441 649 1090
% 40.5 59.5 100
BSNL (Rural) Count 12 122 134
% 9.0 91.0 100
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29. With respect to complaint made by you to the call centre, please specify which of these was most applicable to you?
Service Providers
Complaint
was registered
and docket number received
Complaint was
registered and
docket number
not Received
Complaint was
registered and
docket number provided
on request
Complaint was
registered and
docket number
not provided even on request
Refused to register
the complaint
Total
BSNL (Total)
Count 238 203 3 5 4 453
% 52.5 44.8 0.7 1.1 0.9 100
BSNL (Urban)
Count 232 198 3 4 4 441
% 52.6 44.9 0.7 0.9 0.9 100
BSNL (Rural) Count 6 5 0 1 0 12
% 50.0 41.7 0.0 8.3 0.0 100
30. Did the Call Centre inform you about the action taken on your complaint?
Service Providers
Yes No Total
BSNL (Total)
Count 39 414 453
% 8.6 91.4 100
BSNL (Urban)
Count 36 405 441
% 8.2 91.8 100
BSNL (Rural) Count 3 9 12
% 25.0 75.0 100
31. How satisfied are you with the system of resolving of your complaints by call centre/customer care/ helpline?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 269 1 268 180 4 453
% 59.4 0.2 59.2 39.7 0.9 100
BSNL (Urban)
Count 262 1 261 175 4 441
% 59.4 0.2 59.2 39.7 0.9 100
BSNL (Rural) Count 7 0 7 5 0 12
% 58.3 0.0 58.3 41.7 0.0 100
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32. Please specify the reason(s) for your dissatisfaction
Service
Providers
Difficult to
connect
to call
centre
executive
Customer
care
executive
not polite/
courteous
Customer
care
executive
not
equipped
with
adequate
information
Time
taken by
call centre
for
redressal
of
complaint
is too
long
Customer
care
executive
was unable
to
understand
the
Problem
Total
BSNL (Total)
Count 120 3 3 54 4 184
% 66.3 1.7 1.7 29.8 2.2 100
BSNL (Urban)
Count 117 3 3 52 4 179
% 66.5 1.7 1.7 29.5 2.3 100
BSNL (Rural) Count 3 0 0 2 0 5
% 60.0 0.0 0.0 40.0 0.0 100
33. Was your billing/ charging complaint resolved satisfactorily by call centre/customer care within four weeks after lodging of the complaint?
Service Providers
Yes No Not applicable Total
BSNL (Total)
Count 23 71 359 453
% 5.1 15.7 79.2 100
BSNL (Urban)
Count 19 65 357 441
% 4.3 14.7 81.0 100
BSNL (Rural) Count 4 6 2 12
% 33.3 50.0 16.7 100
34(a). In case the complaint has not been resolved by the call centre, you can contact the next level called as Nodal Officer. Are you aware of the contact details of the Nodal Officer?
Service Providers
Yes No Total
BSNL (Total)
Count 35 1189 1224
% 2.9 97.1 100
BSNL (Urban)
Count 26 1064 1090
% 2.4 97.6 100
BSNL (Rural) Count 9 125 134
% 6.7 93.3 100
34(b). Have you ever made a complaint to the Nodal Officer regarding your complaints not resolved or unsatisfactorily resolved by the call center/customer care?
Service Providers
Yes No Total
BSNL (Total)
Count 11 24 35
% 31.4 68.6 100
BSNL (Urban)
Count 9 17 26
% 34.6 65.4 100
BSNL (Rural) Count 2 7 9
% 22.2 77.8 100
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34(c). Were you able to contact to the Nodal officer without difficulty?
Service Providers
Yes No Total
BSNL (Total)
Count 11 0 11
% 100.0 0.0 100
BSNL (Urban)
Count 9 0 9
% 100.0 0.0 100
BSNL (Rural) Count 2 0 2
% 100.0 0.0 100
35. Did the Nodal Officer intimate you about the decision taken on your complaint?
Service Providers
Yes No Total
BSNL (Total)
Count 8 3 11
% 72.7 27.3 100
BSNL (Urban)
Count 7 2 9
% 77.8 22.2 100
BSNL (Rural) Count 1 1 2
% 50.0 50.0 100
36(a). How satisfied are you with the redressal of the complaint by the Nodal Officer?
Service Providers
Overall
satisfied= (A+B)
A-Very Satisfied
B-Satisfied
C-Dissatisfied
D-Very Dissatisfied
Total
BSNL (Total)
Count 9 1 8 2 0 11
% 81.8 9.1 72.7 18.2 0.0 100
BSNL (Urban)
Count 8 1 7 1 0 9
% 88.9 11.1 77.8 11.1 0.0 100
BSNL (Rural) Count 1 0 1 1 0 2
% 50.0 0.0 50.0 50.0 0.0 100
36(b). Please specify the reason(s) for your dissatisfaction.
Service Providers
Difficult
to connect
to the Nodal Officer
Nodal Officer not
polite/courteous
Nodal Officer not equipped
with adequate
information
Time taken by
Nodal Officer for redressal
of complaint
is too long
Nodal Officer was unable to
understand the
problem
Total
BSNL (Total)
Count 0 0 0 2 0 2
% 0.0 0.0 0.0 100.0 0.0 100
BSNL (Urban)
Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100.0 0.0 100
BSNL (Rural) Count 0 0 0 1 0 1
% 0.0 0.0 0.0 100.0 0.0 100
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37. In case the complaint has not been resolved by the Nodal Officer or you are not satisfied with the decision taken by the Nodal Officer, you can file an appeal to the Appellate Authority of the service provider. Are you aware of the contact details of the Appellate Authority for filing of appeals?
Service Providers
Yes No Total
BSNL (Total)
Count 9 1215 1224
% 0.7 99.3 100
BSNL (Urban)
Count 5 1085 1090
% 0.5 99.5 100
BSNL (Rural) Count 4 130 134
% 3.0 97.0 100
38. Have you filed any appeal in the last 6 months?
Service Providers
Yes No Total
BSNL (Total)
Count 0 9 9
% 0.0 100.0 100
BSNL (Urban)
Count 0 5 5
% 0.0 100.0 100
BSNL (Rural) Count 0 4 4
% 0.0 100.0 100
39. Did you receive any acknowledgement?
Service Providers
Yes No Total
BSNL (Total)
Count 0 0 0
% 0.0 0.0 0.0
BSNL (Urban)
Count 0 0 0
% 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0
% 0.0 0.0 0.0
40. Did the appellate authority take a decision upon your appeal within 3 months of filing the appeal?
Service Providers
Yes No Appeal file d only recently
Total
BSNL (Total)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Urban)
Count 0 0 0 0
% 0.0 0.0 0.0 0.0
BSNL (Rural) Count 0 0 0 0
% 0.0 0.0 0.0 0.0
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44. Have you been provided the manual of practice, containing the terms and conditions of service, toll free numbers of call centre and contact details of the Nodal officer and appellate authority for complaints redressal etc., while subscribing the new broadband connection?
Service Providers
Yes No Do not
remember Total
BSNL (Total)
Count 711 319 194 1224
% 58.1 26.1 15.8 100
BSNL (Urban)
Count 656 275 159 1090
% 60.2 25.2 14.6 100
BSNL (Rural) Count 55 44 35 134
% 41.0 32.8 26.1 100