TRAI Telecom Service Provider Satisfaction Report: Vodafone Tops Mobile Services, BSNL In Broadband

TRAI or Telecom Regulatory Authority of India has done a commendable job over here; they have found out the truth about customer satisfaction of Telecom Services all over India!

Between April to September 2013, TRAI asked some independent agencies to survey telecom customers from the states of Delhi, Punjab, Haryana, Rajasthan, MP, Gujarat, Odisha, Kolkata, Assam, Chennai and Kerala and have prepared an exhaustive report detailing the satisfaction results. The survey assessed the following benchmarks:

• Implementation and Effectiveness of various regulations, directions and orders by TRAI in the interest of customers and
• Customer perception of telecom service

The survey basically covered the following areas of telecom services:

• Cellular Mobile Telephone Service (Wireless)
• Basic Telephone Service (Wireline)
• Broadband Service
• Telecom Consumers Protection Regulations, Telecom Consumer Complaint Redressal Regulations and other TRAI mandated regulations

For Delhi circle, Vodafone has beaten all telecom companies in terms of “Provision of Service” under Cellular Mobile Services with 96.7% satisfaction, closely followed by Airtel at 95.2% and Aircel at 94.2%.

Whereas, for the same metrics, BSNL beats all private players in Punjab as it scores an impressive 98.4%. In Kolkata, Sistema Shyamis leading in “Provision of Service” with 95.8% results.

Here are the top performing service providers in various circles

Cellular Mobile Services

• Delhi: Airtel with 95.9% satisfaction
• Punjab: Reliance with 97.7% satisfaction
• Haryana: Vodafone with 96.7% satisfaction
• Assam: Aircel with 99% satisfaction
• Kolkata: Vodafone with 98% satisfaction
• Odisha: Tata Teleservices with 99.1% satisfaction
• Chennai: Vodafone with 98.9% satisfaction
• Kerala: Vodafone with 99.6% satisfaction
• Gujarat: Vodafone 97% satisfaction
• MP: Vodafone with 98% satisfaction
• Rajasthan: Airtel with 92.5% satisfaction

Vodafone has emerged clear winner here with 6 wins out of 11.

Under Basic Telephone (Wireline)

• Delhi: Airtel with 95.3% satisfaction
• Punjab: Reliance with 99.5% satisfaction
• Haryana: BSNL with 94.3% satisfaction
• Assam: BSNL with 93% satisfaction (BSNL was the only operator surveyed)
• Kolkata: Airtel with 95% satisfaction
• Odisha: BSNL with 89.6% satisfaction (BSNL was the only operator surveyed)
• Chennai: Airtel with 98.1% satisfaction
• Kerala: BSNL with 98.4% satisfaction
• Gujarat: Airtel 93% satisfaction
• MP: Tata with 97% satisfaction
• Rajasthan: Airtel with 98% satisfaction

With 5 wins out of 11, Airtel is the clear winner here.

Broadband Category

• Delhi: Airtel with 89.8% satisfaction
• Punjab: Reliance with 90% satisfaction
• Haryana: BSNL with 93.9% satisfaction
• Assam: BSNL with 77% satisfaction (BSNL was the only operator surveyed)
• Kolkata: Alliance with 97.3% satisfaction
• Odisha: BSNL with 89% satisfaction (BSNL was the only operator surveyed)
• Chennai: BSNL with 94.5% satisfaction
• Kerala: BSNL with 91.4% satisfaction
• Gujarat: Airtel 95% satisfaction
• MP: Airtel with 98% satisfaction
• Rajasthan: BSNL with 85% satisfaction

Surprisingly, BSNL is the clear winner here with 6 wins out of 11!

TRAI regulations & Consumer complaint redressal

Under the last category: Implementation of Telecom Consumers Protection Regulations, Telecom Consumer Complaint Redressal Regulations and other TRAI mandated regulations, it was pretty much mixed results. The survey covered the following areas:

• Registration for blocking unsolicited commercial calls/SMSs
• Complaint lodged in case unsolicited call/SMS have not stopped
• Complaint to toll free Consumer Care Number
• Average satisfaction on complaint was addressed by consumer care
• Awareness about appellate authority
• Appeal to the appellate
• Average satisfaction score on the appeal was addressed by appellate authority
• MNP utilized

Average satisfaction score on the process of porting to another operator

The survey results for each operator in the 11 circles surveyed are pretty dismal to say the least. For example, just 1.2% of Reliance customers are aware about appellate authority in Delhi, whereas just 27.2% of Airtel consumers are happy about “Complaint lodged in case unsolicited call/SMS have not stopped” in Delhi.

The same trend is being witnessed across all circles.

You can access the full report here.

Do you think these scores accurately reflect the satisfaction scores in their respective circles?