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With 2.03 Million requests for mobile number porting in June alone, companies like Tata Docomo are getting the hardest hit of the newly introduced mobile number portability (MNP) as per the study by Simplify360. Out of all the people expressing or who have switched to other networks, 26% of customers belong to Tata Docomo. However only 4% of people are willing to switch to Tata Docomo. As a result Tata Docomo has a net loss of 22% of those switching networks using MNP.
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SOCIAL MEDIA ANALYSIS OF INDIAN TELECOM PLAYERS
Online conversation Analysis
AIRTEL HAS THE LARGEST SHARE OF VOICE
Source: simplify360, June, 2013
38.3% 22.3% 12.2% 11.3% 6.2% 6.1% 3.1%
INITIATIVES OF TELECOM OPERATORS IN PROVIDING ASSISTANCE TO VICTIMS IN THE FLOOD-HIT UTTARAKHAND WAS APPRECIATED
25% 24% 25% 20% 17%25% 21%
24% 28% 22% 26% 29%22%
37%
51% 48%53% 54% 54% 53%
42%
Airtel Vodafone Aircel BSNL Reliance Idea TataDocomo
Positive Negative Neutral
Source: simplify360, June, 2013
CUSTOMER SERVICE ISSUES A MAJOR DRIVER OF NEGATIVE SENTIMENT
TATA DOCOMO HAS THE LEAST NET SENTIMENT SCORE
Source: simplify360, June, 2013
3% 3%1%
-3%
-6%
-13%
-17%
Idea Aircel Airtel Vodafone BSNL Reliance Tata Docomo
Majority Of the customers Were Dissatisfied With docomo Due To Unreliable Network, Slow
Speed Of The Internet and Poor Customer Service leading to a negative net sentiment score
MOBILE NUMBER PORTABILITY ANALYSIS
AMONG THE MNP RELATED BUZZ, CONVERSATIONS FROM POTENTIAL SWITCHERS DOMINATED
1.1%
98.9%
MNP Related Buzz Non MNP related Buzz
Of the MNP related buzz, most of the conversations were from Potential Switchers who have applied for MNP
or willing to opt MNP. Some consumers who have switched to other networks using MNP were sharing their
experiences/views about their new network. Potential Switchers were also seen sharing their reasons for
opting MNP. Ex: “@ideacellular when can we expect 3G services to resume in mumbai? 2G is very slow. I am
almost on the verge of porting my no to @VodafoneIN”
78%
22%
Potiential Switchers Switchers
SAMPLE CONVERSATION: SWITCHER
SAMPLE CONVERSATION: POTIENTIAL SWITCHER
Based on sample analysis
CONSUMERS FROM VODAFONE CONSTITUTED 27% OF THE TOTAL CONSUMERS WHO ARE INTERESTED IN SWITCHING/SWITCHED TO OTHER NETWORK VIA MNP
Vodafone27%
Tata Docomo26%
Airtel21%
Reliance mobile9%
Idea Cellular6%
Aircel5%
Others/Unknown4%
BSNL2%
Vodafone
Tata Docomo
Airtel
Reliance mobile
Idea Cellular
Aircel
Others/Unknown
BSNL
“Of the total MNP related
Buzz, Consumers from
Vodafone constituted 27%
of the total consumers who
switched/would like to
switch to other network via
MNP followed by Tata
DoCoMo, Airtel, Reliance
Mobile, Idea etc”
Based on sample analysis
Source: simplify360, June, 2013
ABOUT 1 OUT OF 5 CONSUMERS INDICATED THEY WOULD LIKE TO SWITCH TO AIRTEL USING MNP
Others/Not Mentioned*
31%
Airtel24%
Vodafone20%
Idea Cellular8%
BSNL6%
Tata Docomo4%
Reliance mobile4%
Aircel3%
Others/Not
Mentioned*
Airtel
Vodafone
Idea Cellular
BSNL
“21% of consumers said they
switched/wants to switch to
Airtel from other networks
using MNP followed by
Vodafone and Idea.”
Note: Unknown/Others includes mentions in which consumers who wants to switch to other networks or they have not mentioned to what network they would like to switch
Based on sample analysis
Source: simplify360, June, 2013
TATA DOCOMO HAS THE HIGHEST CHURN RATE FOLLOWED BY VODAFONE AND AIRCEL
TATA DOCOMO
VODAFONE AIRCEL REL IANCE MOBILE
IDEA CELLULAR
AIRTEL BSNL
5.7%
3.5% 3.1%2.7%
2.0%1.3%
0.7%
Churn Rate
Social media Churn Rate is defined as number of people porting out/wants to port out from a brand to the total number of people talking about a brand
Industry Average (2.7%)
Source: simplify360, June, 2013
WHILE BSNL, AIRTEL AND IDEA HAD GAINED WITH MNP, AIRCEL,RELIANCEMOBILE, VODAFONE AND TATA DOCOMO HAD A NEGATIVE IMPACT
Service Provider Percentage of consumers
who wants to port
out/ported
Percentage of consumers
who wants to port
in/ported in
Net
Impact
BSNL 2% 6% 4%
AIRTEL 21% 24% 3%
IDEA CELLULAR 6% 8% 2%
AIRCEL 5% 3% -2%
RELIANCE MOBILE 9% 4% -5%
VODAFONE 27% 20% -7%
TATA DOCOMO 26% 4% -22%
OTHERS/UNKNOWN 4% 31% 27%
Based on sample analysis
Tata Docomo is the highest looser in Mobile Number Portability
POOR CUSTOMER SERVICE IS THE MAIN REASON FOR PORTING MOBILE NUMB ER
43%
39%
18%
CustomerService
Quality ofservices
Value formoney
Consumers showed their discontent on:
Poor response from customer care executives
Service issues including delaying and not responding. Ex: “@airtelindia its
been 12 days since i did the mistake of MNP from vodafone...no response 4m
ur guys...11 yrs with Vodafone”
Issues related to internet speed, Availability and speed of 3G and Network Issues
were dominant. Ex: “@ideacellular when can we expect 3G services to resume in
Mumbai? 2G is very slow. I am almost on the verge of porting my no to
@VodafoneIN”
Wrong deductions, billing related issues and wrongly stated offers were
the key concerns cited by customers
Source: simplify360, June, 2013
ISSUES RELATED TO CUSTOMER SERVICE, 3G, NETWORK CONGESTION AND WRONG DEDUCTIONS DOMINANT
ABOUT SIMPLIFY360
Simplify360 delivers actionable insights decision makers need to achieve better business performance. Simplify360 offers a comprehensive, unified portfolio of business intelligence and advanced analytics.
With Simplify360, companies can spot trends, patterns and anomalies, compare “what if” scenarios, predict potential threats and opportunities, identify and manage key business risks and plan, budget and forecast resources. With these deep analytic capabilities from Social media data our customers around the world can better understand, anticipate and shape business outcomes.
http://www.facebook.com/simplify360
https://twitter.com/Simplify360
https://plus.google.com/114484709774692203346/
For more details visit: http://simplify360.com/
THANK YOU
