iased Expert Advi

orvtceMoblle seprovlderslTwo Reliance brands bag the

top spots in our nationwideconsumer satisfaction survey

obile operators have varyingreputations, particularly when itcomes to network coverage and

handling service issues. To find the pros

and cons ofthe popular services available,

we surveyed those best placed to tell us: the

customers themselves. As well as revealing

how satisfied customers are with their

mobile operators, our survey asked over

1,ooo customers to rate the service they

received, on everything from the network

coverage to the friendliness ofthe staff.

OUR FINDINGSReliance tops the table with impressiveCustomer Scores of 8z%o (Reliance MobileGSM) and 8r% (Reliance Mobile CDMA).But rivals Vodafone and Airtel arent farbehind, scoring 8o% and79% respectively.AtTfA,the average Customer Scoreacross all providers suggests customersare generally pleased with the service theyreceive; but individual ratings show that,while they are satisfied, they're notwowedby their network providers.

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56 | Right Cholce I March 2013

WHAT WE FOUNDReliance tops the table, with Customer

Scores of 8z% (Reliance Mobile GSM)

and.SroA (Reliance Mobile CDMA)

Vodafone was the rnost widely used

service provider in our survey

With 58%, Loop Telecom is at the

bottom, with mediocre ratings in most

areas covered

Reliance CDMA got the highest rating for

both knowledgeable and friendly staff

Aircel got poor ratings for the unwanted

calls and texts its customers received

Tata Docomo-GSM and Reliance Mobile

GSM received the highest ratings for the

tariff options available

Tata Docomo-GSM, Reliance Mobile

GSM and Reliance Mobile CDMA got thetop ratings for the schemes and offersprovided to customers

Over six in ten (6r%) had been using

their service provider for more than fouryea$, yet none of the service providers

was rated as'excellent'in any category.

In fact, most of the ratings were merely

satisfactory, so while there may benothing wrong with the service received,

providers could still be doing much moreI Vodafone users had the highest

average bill ofthose surveyed, at (597

per person (t85 higher than average).

This was followed by loop Telecomwith t583. Tata Indicom customers

had the cheapest average bills, at{375 - over a third cheaper than the

average Vodafone billa B4%of the users agree that monthly

expenses have increased unexpectedly

due to VAS usage on their mobile

WHAT CONSUMERS WANTSecuring the best value tariff and network

coverage proved the most important factorsin selecting a network provider, followed

by good customer service. Brand popularity

is more significant in Delhi, whereas

respondents from Mumbai and Chennailook for good coverage.

Tata Docomo-GSM and Reliance Mobile

GSM got the highest ratings for the range

of tariffoptions available. Of the two, Tata

customers pay slightly lower bills on average(T437 compared with t5r5). Tata Indicomcustomers have the lowest average bills

lf other providershove better offers orcoveroge, you mcrywdnt to switch(t375), whereas those using Vodafone have

the highest (t597). But cheap deals are

available from both service providers. For

instance, in Delhi-NCR, Tata Indicom has aprepaid plan voucher for (6, which is validfor tzo days, and chargesjust l.2p/sec forlocal and STD calls. Similarly, Vodafone has

a go-day (5 plan that charges r.5p/sec. Forpost-paid consumers in Delhi-NCR, Tata

Indicom has an All Rounder r99 plan witha billing cycle of one month. The local andSTD call charges are at 1.2p/sec and local

and national SMSes at 5op. Vodafone in thesame circle has a Start Up PerSec Plan for

{r5o, where the call rates for local and STD

are r.5p/sec and local and national SMSes

cost 6op.

Reassuringly, seven out ofthe to

brands covered were awarded top marksfor coverage.

Sometimes, consumers switch from oneservice provlder to another as they feelthey could get a better service elsewhere.In total, 32% have switched their serviceprovider. The most common reasons forthis are netwo* issues (61%f and .very

high tariffs'(54%). Almost a third (31%|ofthose that switched were seduced bybetter offers elsewhete, and a quaftelwere fed up with hidden charges fiomtheir service provider. 24% ofthose thatswitched sought cheaper calls to friendsand family. While practical considerationsare the top reasons for switching, poorcustomel service was enough to drive 13%of switchers away.

Who is switching?Most respondents that switched theirservice providers moved from Aircel, ldeaand Reliance GSM to Vodafone and Airtel -

even though Vodafone reportedly has thehighest average bills.

How to switchMobile Number Portability (MNP) makesit possible to retain your old number andchange the provider. Here's how to do it:r Contact the new service provider to

whom you want to port your mobilenumber. Ask for a customer acquisitionform (CAF) and a porting form.

r Send an SMS from your mobile number

to 1900 with the text'PORT'followed byspace and your 10-digit mobile number.After sending the SMS, you will geta 'unique porting code'. Submit theporting form and CAF along with thedocuments to the new provider.Once you submit the documents, anew Sim card will be issued within 7-15working days. You have to pay the newoperator <19 as 'transformation charge'.lf you wish to withdraw your portingrequest, you will have to do it within 24hours of applying.For more information on mobile serviceproviders read'Picking your mobileservice provider', p41, May 2012.

whichrightchoice.com March 20'13 | Right Choice | 57

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. 81Y" RELIANCE MOBILE CDMAIt got above-average ratings forcoverage, offers, customer serviceand having knowledgeable, friendlystaff. Customers also gave Reliancea good rating for the low number of

Mobite

How they far€d82YO RELIANCE MOBILE GSMIn our last survey (May 2012), thisoperator came in fifth - but it sits atthe top of the table this year. lt scoredwell on customer service and theranoe of tariffs and offers available. lthad average ratings for coverage, unwanted calls and SMSes.According to our survey, the average monthly bill is t5'15. KalaRaju, a Mumbai-based media executive says,' l 've been usingReliance Mobile-GSM for a year now. The network is pretty goodand the tariffs reasonable. lt's also very easy to get through tothe customer service executives.'

SOYO VODAFONEMost of the respondents surveyed usethis provider, despite having to forkout the highest monthly expenditure

K597). lt scored well on networkcoverage and customer service, butwas otherwise pretty average across the board. The staff got anunderwhelming three stars for their knowledge, friendliness andsupport. Customers are impressed with the clarity of the amountcharged for calls and other pre-paid services. Prescil la D'Mello, a

n! ' writer from Bangalore says, 'l've always been billed correctly byVodafone for the four vears I've used it.'

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3 : V O D A F O N E : 8 0 * * * * * * * * * * * * * * * * * * * * * * * * * *NA * * * * * * * i

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unwanted calls they receive. lt didn't get a single below-averagerating. lt did get average scores for unwanted SMSes and tariffoptions. ' l have a post-paid Reliance Mobile CDMA connection.In a nutshell, the network is excellent but customer service isoverrated. They do send some unwanted promotional SMSes,'says Zian Alphonso, Executive, Clinical Administration, Mumbai.

79YO AIRTELAirtel was the second most-usedservice provider in our customersatisfaction survey. This mobileoperatofs coverage and customerservice got four-star ratings, andits staff was found to be both knowledgeable and friendly.However, the range and quality of value-added services wasfound to be average. The tariff options offered also received anaverage score. Pranab Bhuyan, reporter, Guwahati, says, Airtel'scustomer service is pretty helpful. Also, recharge coupons canbe found very easlly.'

* * * * * * * * *5 i T A T A f N D | C O M | 7 5 * * * * * * * * * * * * * * * N A * * * N A N A * * * * * *

6 : B S N L / C E L L O N E / E X C E L : 7 5 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

7 . AIRCEL 7 4 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

9 j T A T A D o c o m o - G S M : 7 2 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

1 0 : L O O P T e l e c o m ( B P L I | 5 8 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *Stor rotings ore not provided where somple size wos too smoll

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