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SURVEY CONDUCTED BY TRAI TO ASSESS QOS PROVIDED BY TELECOM SERVICES PROVIDERS
SUMMARISED RESULTS: October 2003–December 2003
TELECOM REGULATORY AUTHORITY OF INDIA
TELECOM REGULATORY AUTHORITY OF INDIA
April , 2004, NEW DELHI
13
INTRODUCTION
1.1. In exercise of the powers vested in the Telecom Regulatory Authority of India (TRAI) under the TRAI Act, 1997, the Authority has been conducting periodical survey of the quality of basic and cellular telephone services provided by different telecommunication service providers all over the country. The survey also covers an assessment of the level of satisfaction with the services received by subscribers of these telephone service providers. The survey, spread over 14 months from November 2003 to December 2004 covers a performance period of one year from October 2003 to September 2004. M/s. IMRB International, the authorised survey agency, is to submit four quarterly reports at the end of each quarter and one annual report at the end of the survey.
1.2. The study is being conducted broadly in two modules. They are:
(1) Objective assessment: To assess the quality of service of telecom operators by auditing the service level records maintained by the operators, conducting drive tests as well as live measurements and comparing them with quality of service benchmarks stipulated by TRAI
(2) Subjective survey: To obtain subscriber feedback on quality of services by way of primary survey
1.3. The following pages present a summary of Quarter 1 (Oct-Dec. 2003) findings from
the audit and primary survey work undertaken by IMRB International during the period November 2003 - January 2004. The audit was conducted for the month of October 2003.
1.4. To verify the accuracy and authenticity of QoS performance monitoring reports submitted to TRAI by the various operators, IMRB’s officials visited 466 basic telephone exchanges while auditing 34 basic operators. 110 urban and 356 rural exchanges were covered as part of the basic telecom service operators. Further, the operations of 70 GSM and 25 CDMA operators were audited as part of this exercise. In the case of basic operators, a sample mix of urban and rural exchanges (that are representative of the circle) was selected across 10% of SDCAs (Short Distance Charging Area) of operator. Also, for basic operators, the exchanges were selected on basis of their equipped capacity (large, medium and small). All GSM and CDMA operators in the country were covered during the exercise. During this visit IMRB officials verified and validated the source data used by the operators for calculation of QoS parameters, collected supporting documents, made live measurements and recorded observations, if any.
1.5. In the subjective assessment of the QoS, a large sample of 24,208 basic, 12,912
cellular and 4,929 CDMA service subscribers were met to assess their satisfaction levels with the quality of the services that were delivered by the telecom services providers.
13
Overall perform
ance of Basic service operators
on some selected service param
eters
Annex-I
PERC
ENTA
GE O
F NEW
CO
NN
ECTIO
NS PR
OV
IDED
WITH
IN 7 D
AY
S Prescribed Q
oS Standard: 100% w
ithin 7 days Oct 03-D
ec 03
64%
90%
34%
54%
38%
53%
80%
72%
39%
74%
57%
65%
33%
48%
70%
22%27%
20%
90%
53%
94%
19%
75%
38%
55%
35%
15%
58%
30%
4%
51%
8%
33%
52%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
10
0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai - BSNL
Delhi - MTNL
Kolkata - BSNL
Mumbai – MTNL
Delhi – Touchtel
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karntaka - Touchtel
Haryana - BSNL
Haryana - Touchtel
Kerala - BSNL
MP - BSNL
Chhattisgarh - BSNL
MP - Touchtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) - BSNL
UP (W) – BSNL
Uttaranchal - BSNL
WB – BSNL
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
14
`Annex-II
CU
STOM
ER C
OM
PLAIN
TS OF PH
ON
E FAU
LT (NO
. OF FA
ULTS PER
100 SUB
SCR
IBER
S PER M
ON
TH)
Oct 03-D
ec 03 Prescribed Q
oS Standard: <3 faults per 100 subscribers
6
2527
6.8
1.8
15
2
1114
68
10
2.9
15
7
13
41
18.2
2.5
21
6
23
2
13.115
7.1
22.3
15
3127
96
2017
30
0 10 20 30 40 50Chennai - BSNL
Delhi - MTNL
Kolkata - BSNL
Mumbai – MTNL
Delhi – Touchtel
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karntaka - Touchtel
Hary - BSNL
Hary-Touchtel
Kerala - BSNL
MP - BSNL
Chhatti- BSNL
MP – Tou-chtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) - BSNL
UP (W) – BSNL
Uttar-anchal - BSNL
WB – BSNL
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
15
Annex-III
PERC
ENTA
GE O
FCU
STOM
ER FA
ULT C
OM
PLAIN
TS REPA
IRED
BY
NEX
T WO
RK
ING
DA
Y
Oct. ’03-D
ec.’03 Prescribed Q
oS Standard: > 90% by next w
orking day
62%49%44% 72% 99%61% 96%71%59% 100%84% 87% 99%61% 99%78%41% 63% 97%52% 99%49% 97%46% 86% 90%32% 100%27%
8%
93%45% 100%73%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai - BSNL
Delhi - MTNLKolkata - BSNL
Mumbai – MTNL
Delhi – TouchtelAP - BSNL
AP-TATA TELEGujrat – BSNL
MH - BSNL
MH - TATA TELETN - BSNL
Karnataka - BSNLKarntaka - Touchtel
Haryana - BSNL
Haryana - TouchtelKerala - BSNL
MP - BSNLChhattisgarh - BSNL
MP - TouchtelPunjab - BSNL
Punjab - HFCL
Rajasthan - BSNLRajasthan - STL
UP (E) - BSNLUP (W) – BSNL
Uttaranchal - BSNLWB – BSNL
Assam - BSNL
Bihar - BSNLJharkhand - BSNL
HP- BSNL
J&K - BSNLNE - BSNL
Orissa - BSNL
16
Annex-IV
A
VER
AG
E TIME (H
OU
RS) TA
KEN
TO A
TTEND
THE C
USTO
MER
FAU
LT CO
MPLA
INTS
Oct.’03-D
ec.’03 Prescribed Q
oS Standard: < 8 Hours
14
16
18
15
5
15
6
1415
1110
8
5
16
5
1616
12
6
18
6
20
7
18
1011
9
16
2023
7
2019
17
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
8.008.00
0.00
5.00
10.00
15.00
20.00
Chennai - BSNL
Delhi - MTNL
Kolkata - BSNL
Mumbai – MTNL
Delhi – Touchtel
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karntaka - Touchtel
Haryana - BSNL
Haryana - Touchtel
Kerala - BSNL
MP - BSNL
Chhattisgarh - BSNL
MP - Touchtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) - BSNL
UP (W) – BSNL
Uttaranchal - BSNL
WB – BSNL
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
17
Annex-V
PER
CEN
TAG
E OF TELEPH
ON
E SHIFTIN
G C
OM
PLETED W
ITHIN
3 DA
YS
Oct.’03-D
ec.’03 Prescribed Q
oS Standard: 100%
25%
80%
25%
12%
20%
34%35%
49%
29%
64%
42%
54%
2%
58%
15%
24%
12%
22%
41%36%
43%
15%
95%
45%
53%
40%33%
69%
45%
63%58%
0%
54%
70%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
10
0.0
0%
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
Chennai - BSNL
Delhi - MTNL
Kolkata - BSNL
Mumbai – MTNL
Delhi – Touchtel
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karntaka - Touchtel
Haryana - BSNL
Haryana - Touchtel
Kerala - BSNL
MP - BSNL
Chhattisgarh - BSNL
MP - Touchtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) - BSNL
UP (W) – BSNL
Uttaranchal - BSNL
WB – BSNL
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
18
Annex-V
I PER
CEN
TAG
E OF C
LOU
SERS IN
24 HO
UR
S O
ct.’03-Dec.’03
Prescribed QoS Standard: 95%
within 24 H
ours
52%
97%
59%
13%
46%
70%
0%
92%
41%
16%
71%68% 100%63%
59%
65%
5%9%
100%26%
92%
41% 100%80%
48%
29%25%
0%
52%
7%
0%
83%
94%100%
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
Chennai - BSNL
Delhi - MTNL
Kolkata - BSNL
Mumbai – MTNL
Delhi – Touchtel
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karntaka - Touchtel
Haryana - BSNL
Haryana - Touchtel
Kerala - BSNL
MP - BSNL
Chhattisgarh - BSNL
MP - Touchtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) - BSNL
UP (W) – BSNL
Uttaranchal - BSNL
WB – BSNL
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
19
Annex-V
II O
PERA
TOR
SERV
ICE R
ESPON
SE LEVEL (%
AG
E OF C
USTO
MER
CA
LLS RESPO
ND
ED IN
10 SEC.)
Oct.’03-D
ec.’03 Prescribed Q
oS Standard: At least 95%
answered w
ithin 10 Sec.
0
99%
75%
0
75%
91%
0
78%
98%
0
84%
96%
0
0
75%
89%
0
0%
0%
96%
0
88%
0
89%
0
0
52%
0%
22%
26%
82%
94%
0
0
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai - BSNL
Delhi - MTNL
Kolkata - BSNL
Mumbai – MTNL
Delhi – Touchtel
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karntaka - Touchtel
Har - BSNL
Hary-Touchtel
Kerala - BSNL
MP - BSNL
Chhatti- BSNL
MP - Touchtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) - BSNL
UP (W) – BSNL
Uttaranchal - BSNL
WB – BSNL
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
20
Please note: those marked 0 above have not reported the data.
Annex-VIII BILLING DISPUTES COMPLAINTS FROM CUSTOMERS (%AGE OF TOTAL BILLS ISSUED IN THE PERIOD)
Oct.’03-Dec.’03 Prescribed QoS Standard: <0.10% of bills generated
Billing dispute complents by customers (%age of total bills generated in the period)
0.00%
1.00%
2.00%
3.00%
21
A
nnex-IX
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SERV
ICE PR
OV
ISION
– BA
SIC SER
VIC
ES O
ct.’03- Dec.’03
Prescribed QoS standard: > 95%
score
92%
83%
87%
80%
94%
86%
90%
95%
92%
96%
79%
78%
82%
92%
92%
98%
49%
95%
69%
83%
78%
87%
82%
88%
64%
91%
68%
68%
77%
67%
55%
54%
59%
66%
51%
75%
72%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
22
Annex-X
C
USTO
MER
SCO
RES O
N SA
TTISFAC
TION
WITH
NETW
OR
K PER
FOR
MA
NC
E, RELIA
BILITY
AN
D A
VA
ILAB
LILITY – B
ASIC
SER
VIC
ES O
ct.’03-Dec.’03
Prescribed Q
oS Standard: > 95% scores
90%
82%
88%
83%
93%
85%
86%
94%
91%
95%
86%
77%
90%
93%
88%
94%
77%
92%
78%
83%
82%
92%
86%
89%
80%
86%
88%
83%
85%
75%
70%
68%
73%
79%
75%
79%
76%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
23
Annex-X
I C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
MA
INTA
INA
BILITY
– BA
SIC SER
VIC
ES O
ct.’03-Dec.’03
Prescribed QoS Standard: > 95%
scores
86%
74%
82%
77%
91%
84%
75%
71%
92%
81%
82%
72%
83%
85%
85%
77%
69%
90%
72%
68%
80%
86%
82%
82%
72%
81%
65%
66%
72%
75%
71%
69%
64%
68%
63%
78%
77%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
24
Annex-X
II C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
HELP SER
VIC
ES - BA
SIC SER
VIC
ES O
ct.’03-Dec.’03
Prescribed QoS Standard: > 90%
scores
87%
78%
84%
82%
92%
81%
82%
91%
91%
96%
85%
71%
85%
88%
89%
89%
75%
91%
80%
79%
84%
85%
89%
89%
78%
86%
76%
72%
79%
77%
72%
68%
73%
72%
75%
79%
83%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
25
Annex-X
III C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
BILLIN
G – B
ASIC
SERV
ICES
Oct.’03-D
ec.’03 Prescribed Q
oS Standard: > 90% scores
84%
66%
77%
83%
87%
81%
80%
86%
91%
82%
82%
65%
89%
91%
79%
85%
79%
87%
82%
81%
82%
84%
82%
92%
83%
88%
76%
86%
81%
76%
68%
62%
55%
64%
77%
74%
67%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%90%
90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
26
Annex-X
IV
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH SU
PPLEMEN
TAR
Y SER
VIC
ES - BA
SIC SER
VIC
E Oct.’03-D
ec.’03
Prescribed QoS Standard: > 95%
scores
84%
86%
89%
85%
93%
86%
92%
94%
94%
90%
87%
73%
93%
92%
83%
100%
89%
85%
81%
84%
88%
80%
95%
73%
80%
96%
86%
87%
90%
87%
67%
79%
67%
80%
71%
77%
93%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%95%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
27
Annex-X
V
CU
STO
ME
R SU
RV
EY
SCO
RE
S ON
SAT
ISFAC
TIO
N W
ITH
OV
ER
AL
L SE
RV
ICE
– BA
SIC SE
RV
ICE
Oct.’03-D
ec.’03 Prescribed Q
oS Standard: > 95% score
89%
77%
82%
78%
90%
84%
85%
91%
91%
81%
82%
72%
89%
92%
86%
86%
75%
88%
76%
85%
83%
86%
80%
83%
79%
79%
73%
74%
76%
77%
60%
72%
71%
67%
65%
77%
79%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%9
5%
95
%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai-BSNL
Kolkata-BSNL
Delhi-TTL
Delhi-MTNL
Delhi-Touchtel
Mumbai-MTNL
A P -BSNL
A P -TTL
Gujarat-BSNL
Gujarat-TTL
Karnataka-BSNL
Karnataka-Touchtel
MH-BSNL
MH - TTL
T N-BSNL
T N-Touchtel
Har. BSNL
Har. Touchtel
Kerala-BSNL
M. P. BSNL
M.P. Touchtel
Chattisgarh-BSNL
Punjab-BSNL
Punjab-Connect
Raj BSNL
Raj Rainbow
UP(E)-BSNL
UP(W)-BSNL
Uttranchal-BSNL
WB BSNL
Assam-BSNL
Bihar- BSNL
Jharkhand- BSNL
HP-BSNL
J&K-BSNL
N E -BSNL
Orrisa-BSNL
28
SUMMARY OF BASIC SERVICES QOS AUDIT Annex-XVI
Metro Circle Basic Services Operators Oct.’03-Dec.’03
A.3.1 METRO
Parameters Long Term Benchmarks Chennai - BSNL Delhi - MTNL Kolkata - BSNL Mumbai – MTNL Delhi –
Touchtel
New connections after registration of demand in less than 7 days =100% 64% 90% 34% 54% 38%
Fault incidences per 100subcribers/mnth) < 3 6 25 27 6.8 1.8
Fault repair by next working day >90% 62% 49% 44% 72% 99% Mean Time to Repair (MTTR) <8 hrs 13.78 15.79 18.05 14.94 5.07 Grade of service (calls blocked per thousand attempts) a) Junction between local exchange < 0.002 0.09 0.002 0.01 0.28 0.001 b) Outgoing Junction from TAX to Local < 0.005 NR NR NR NR NR c) Incoming junction from local to TAX < 0.005 NR 0.001 0.004 0.36 NR d) Incoming/outgoing junction of TAX’s < 0.005 NR NR NR NR NR Call completion rate in local network >65% 54% 65% 62% 97% 59% Metering & billing credibility- % of bills disputed <0.10% 0.14% 0.15% 0.23% 0.29% 2.05%
Operator Assisted Trunk calls (% answered within time norm) Urgent calls: <1 hr = 100% 100% 98% 100% 100% NR Ordinary calls: <2 hr = 100% 100% 93% 100% NR 100% Response to operator assisted services (% answered in 10 sec. or three rings) > 95% NR 99% 75% NR 75%
Customer care promptness Request for Shifts within 3 days > 95% 25% 80% 25% 12% 20% Request for Closures in less than 24 hours > 95% 52% 97% 59% 13% 46%
Request for Additional facility within 24 hours > 95% 87% 97% 91% 83% 81%
Percentage of repeat faults within 30 days <1% 17% 6% 30% 2% 8%
Note: Highlighted boxes are those not meeting the TRAI long term benchmark norms
29
SUMMARY OF BASIC SERVICES QOS AUDIT Annex-XVII
A Circle Basic Services Operators Oct.03- Dec 03
Parameters TRAI Benchmarks
AP - BSNL
AP-TATA TELE
Gujrat – BSNL
MH - BSNL
MH - TATA TELE
TN - BSNL
Karnataka - BSNL
Karnataka -
TouchtelNew connections after registration of demand in less than 7 days =100% 53% 80% 72% 39% 74% 57% 65% 33%
Fault incidences per 100subcribers/mnth) < 3 15 2 11 14 6 8 10 2.9 Fault repair by next working day >90% 61% 96% 71% 59% 100% 84% 87% 99% Mean Time to Repair (MTTR) <8 hrs 15 6 14 15 11 10 8 5 Grade of service (calls blocked per thousand attempts) a) Junction between local exchange < 0.002 0.002 0.001 NR 0.155 0.002 0.002 0.001 0.015 b) Outgoing Junc. from TAX to Local < 0.005 NR 0.003 NR 0.189 NR 0.032 NR NR c) Incoming junc. from local to TAX < 0.005 0.005 0.001 NR 0.162 0.001 0.011 0.003 NR d) Incoming/outgoing junc. of TAX’s < 0.005 0.002 NR NR NR NR 0.108 0.006 NR Call completion rate in local network > 65% 61% 60% 64% 60% 82% 61% 59% 64% Metering & billing credibility- % of bills disputed < 0.10% 0.13% 0.18% 0.13% 0.15% 2.74% 0.09% 0.10% 0.55%
Operator Assisted Trunk calls (% answered within time norm) Urgent calls: <1 hr = 100% 100% 93% 100% 100% 88% 99% 100% 100% Ordinary calls: <2 hr = 100% 100% 92% 100% 100% NR 100% 100% NR Response to operator assisted services (% answered in 10 sec. or three rings) > 95% 91% NR 78% 98% NR 84% 96% NR
Customer care promptness Request for Shifts within 3 days > 95% 34% 35% 49% 29% 64% 42% 54% 2%
Request for Closures in less than 24 hours > 95% 70% NR 92% 41% 16% 71% 68% 100%
Request for Additional facility within 24 hours > 95% 88% 52% 98% 97% 91% 72% 74% 92%
Percentage of repeat faults within 30 days <1% 10% 8% 4% 3% 9% 8% 12% 6% Note: Highlighted boxes are those not meeting the TRAI long term benchmark norms
P
New connectof demand inFault incidenc100subcriberFault repair bMean Time toGrade of sera) Junction bb) Outgoing Jc) Incoming jd) Incoming/oCall completiMetering & bibills disputedOperator AsUrgent calls: Ordinary callsResponse to services (% athree rings) Customer caRequest for SRequest for Chours Request for A24 hours Percentage o30 days
30
SUMMARY OF BASIC SERVICES QOS AUDIT Annex-XIX
B Circle Basic Services Operators Oct.03- Dec 03
arameters TRAI
Bench-marks
Haryana –
BSNL
Haryana-
Touchtel
Kerala -BSNL
MP - BSNL
Chhattsgarh- BSNL
MP – Tou-chtel
Punjab - BSNL
Punjab - HFCL
Rajasthan - BSNL
Rajasthan - STL
UP (E) -BSNL
UP (W) – BSNL
Uttar-anchal - BSNL
WB – BSNL
ions after registration less than 7 days =100% 48% 70% 22% 27% 20% 90% 53% 94% 19% 75% 38% 55% 35% 15%
es per s/mnth) < 3 15 7 13 41 18.2 2.5 21 6 23 2 13.1 15 7.1 22.3
y next working day >90% 61% 99% 78% 41% 63% 97% 52% 99% 49% 97% 46% 86% 90% 32% Repair (MTTR) <8 hrs 16 5 16 16 12 6 18 6 20 7 18 10 11 9 vice (calls blocked per thousand attempts) etween local exchange < 0.002 NR 0.003 0.002 0.001 NR NR 0.458 NR 0.012 NR 0.003 NR NR NR unc. from TAX to Local < 0.005 NR NR NR NR NR NR NR NR NR NR 0.007 0.003 NR 0.061
unc. from local to TAX < 0.005 NR 0.002 0.01 NR NR NR 0.747 NR 0.002 NR NR NR NR NR utgoing junc. of TAX’s < 0.005 NR NR NR 0.008 NR NR NR NR 0.012 NR 0.003 0.029 NR NR
on rate in local network > 65% 60% 77% 63% 72% 67% 72% 51% 74% 53% NR 63% 46% 66% NR lling credibility- % of < 0.10% 0.23% 1.94% 0.08% 0.08% NR 0.16% 0.08% 0.02% 0.01% 0.08% 0.05% 0.03% 0.01% 0.07%
sisted Trunk calls (% answered within time norm) <1 hr = 100% NR NR 100% 81% 100% 100% 100% NR 100% NR 100% NR 100% NR : <2 hr = 100% NR 100% 100% 98% 100% NR 100% NR 99% 100% 100% NR 100% 100% operator assisted nswered in 10 sec. or > 95% NR 75% 89% NR 0% 0% 96% NR 88% NR 89% NR NR 52%
re promptness hifts within 3 days > 95% 58% 15% 24% 12% 22% 41% 36% 43% 15% 95.1% 45% 53% 40% 33% losures in less than 24 > 95% 63% 59% 65% 5% 9% 100% 26% 92% 41% 100% 80% 48% 29% 25%
dditional facility within > 95% 53% 80% 84% 10% NR 100% 91% NR 84% 98% 89% 95% 94% 83%
f repeat faults within <1% 4% 8% 7% 4% 8% 2% 4% 11% 17% 1% 2% NR NR 2%
Note: Highlighted boxes are those not meeting the TRAI long term benchmark norms
31
SUMMARY OF BASIC SERVICES QOS AUDIT Annex-XX
C Circle Basic Services Operators Oct.03- Dec 03
Parameters Long Term Benchmarks
Assam - BSNL
Bihar - BSNL
Jharkhand - BSNL
HP- BSNL
J&K - BSNL
NE - BSNL
Orissa - BSNL
New connections after registration of demand in less than 7 days =100% 58% 30% 4% 51% 8% 33% 52%
Fault incidences per 100subcribers/mnth) < 3 15 31 27 96 20 17 30
Fault repair by next working day >90% 100% 27% 8% 93% 45% 100% 73% Mean Time to Repair (MTTR) <8 hrs 16 20 23 7 20 19 17 Grade of service (calls blocked per thousand attempts) a) Junction between local exchange < 0.002 0.091 NR NR 0.003 0.003 0.031 0.016 b) Outgoing Junc. from TAX to Local < 0.005 0.186 0.667 0.82 0.001 0.012 0.112 0.087 c) Incoming junc. from local to TAX < 0.005 0.344 0.025 0.641 0.017 NR 0.05 0.072 d) Incoming/outgoing junc. of TAX’s < 0.005 0.27 0.779 NR NR 0.028 0.005 NR Call completion rate in local network > 65% 86% NR NR 55% 50% 65% 56% Metering & billing credibility- % of bills disputed < 0.10% NR NR NR 0.40% 0.22% NR 0.24%
Operator Assisted Trunk calls (% answered within time norm) Urgent calls: <1 hr = 100% 100% 100% NR 95% 97% 77% 50% Ordinary calls: <2 hr = 100% 84% 100% NR 99% 99% 95% 70% Response to operator assisted services (% answered in 10 sec. or three rings) > 95% NR 22% 26% 82% 94% NR NR
Customer care promptness Request for Shifts within 3 days > 95% 69% 45% 63% 58% NR 54% 70% Request for Closures in less than 24 hours > 95% 100% NR 52% 7% NR 83% 94%
Request for Additional facility within 24 hours > 95% 86% 62% 25% 67% 98% 99% 77%
Percentage of repeat faults within 30 days <1% 5% 7% NR 8% 11% 7% 19%
Note: Highlighted boxes are those not meeting the TRAI long term benchmark norms
32
Overall performance of Cellular service operators on some selected service parameters Annex-I
CUSTOMER REPORTED BILLING COMPLAINTS - METROS Prescribed QoS standard: <0.10% complaints per 100 bills generated
Billing Complaints per 100 bills issued - Metros
0.10% 0.07% 0.08%0.20%
0.10%
1.85%
0.17% 0.09%
0.93%
0.13%
3.31%
1.03%
0.16% 0.10%
0.62%
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%D
elhi
- B
harti
Del
hi -
Hut
ch
Del
hi -
MTN
L
Del
hi -
Idea
Mum
bai -
BP
L
Mum
bai -
Hut
ch
Mum
bai -
MTN
L
Mum
bai -
Bha
rti
Che
nnai
- R
PG
Che
nnai
- B
harti
Che
nnai
- H
utch
Che
nnai
- B
SN
L
Kol
kata
- B
harti
Kol
kata
- H
utch
Kol
kata
- B
SN
L
33
CUSTOMER REPORTED BILLING COMPLAINTS – A CIRCLES Prescribed QoS standard: <0.10% complaints per 100 bills generated
Billing Complaints per 100 bills issued - A Circles
0.10% 0.10%0.90% 1.27%
0.06% 0.15% 0.09%1.16%
0.11% 0.24%
15.43%
2.36%
0.02% 0.10%
4.45%
1.63%
0.06% 0.37% 0.53% 0.12%0.0%
2.0%
4.0%
6.0%
8.0%
10.0%
12.0%
14.0%
16.0%
18.0%
Mah
aras
htra
- B
PL
Mah
aras
htra
- Id
ea
Mah
aras
htra
- B
hart
Mah
aras
htra
-B
SN
L
Guj
arat
- Fa
scel
Guj
arat
- Id
ea
Guj
arat
- B
harti
Guj
arat
- B
SN
L
A.P
. - Id
ea
A.P
. - B
harti
A.P
. - H
utch
A.P
. - B
SN
L
Kar
nata
ka -
Bha
rti
Kar
nata
ka -
Spi
ce
Kar
nata
ka -
Hut
ch
Kar
nata
ka -
BS
NL
T.N
. - B
PL
T.N
. - A
ircel
T.N
. - B
SN
L
T.N
. - B
harti
34
CU
STOM
ER R
EPOR
TED B
ILLING
CO
MPLA
INTS – B
CIR
CLES
Prescribed QoS standard: <0.10%
complaints per 100 bills generated
Billing C
omplaints per 100 bills issued - B
Circles
0.05%0.03%
0.22%
3.00%
0.02%0.09%
2.47%
0.21%0.03%
0.09%
0.54%0.42%
0.09%
1.24%
0.88%
0.21%0.03%
0.05%
0.51%
0.09%0.08%
0.91%
0.03%0.05%
NR
0.0%
0.5%
1.0%
1.5%
2.0%
2.5%
3.0%
3.5%Kerala - Escotel
Kerala - BPL
Kerala - Bharti
Kerala - BSNL
Punjab - Spice
Punjab - Bharti
Punjab - BSNL
Haryana - Escotel
Haryana - Aircel
Haryana - Bharti
Haryana - BSNL
U.P.(W) - Escotel
U.P.(W) - Bharti
U.P.(W) - BSNL
U.P.(E) - Aircel
U.P.(E) - BSNL
Rajasthan - Aircel
Rajasthan -Hexacom
Rajasthan - BSNL
M.P. - Bharti
M.P. - Reliance
M.P. - Idea
M.P. - BSNL
W.B. & A&N -Reliance
W.B. & A&N -BSNL
35
CUSTOMER REPORTED BILLING COMPLAINTS – C CIRCLES
Prescribed QoS standard: <0.10% complaints per 100 bills generated
Billing Complaints per 100 bills issued - C Circles
0.10%
0.66%
NRNRNRNRNRNRNRNR0.0%
0.1%
0.2%
0.3%
0.4%
0.5%
0.6%
0.7%H
.P. -
Bha
rti
H.P
. - R
elia
nce
H.P
. - B
SN
L
Bih
ar -
Rel
ianc
e
Bih
ar -
BS
NL
Oris
sa -
Rel
ianc
e
Oris
sa -
BS
NL
Ass
am -
Rel
ianc
e
N.E
. - R
elia
nce
J&K
- B
SN
L
36
Annex-II
PERC
ENTA
GE O
F CA
LLS DR
OPPED
DU
RIN
G C
ON
VER
SATIO
N - M
ETRO
S
Oct 03-D
ec 03
Prescribed QoS Standard: < 3%
of total calls established
Call D
rop Rate - M
etros
2.1%
1.4%
1.6%
0.3%
1.9%
1.9%
1.4%
1.2%
1.3%
0.9%
0.9%
0.6%
1.4%
1.2%
1.2%
1.1%
1.6%
2.9%
0.0%
0.0%
0.0%
7.0%
3.5%
0.0%
0.0%
0.0%
0.0%
0.0%
6.7%
NR
0% 1% 2% 3% 4% 5% 6% 7% 8%
Delhi - Bharti
Delhi - Hutch
Delhi - MTNL
Delhi - Idea
Mumbai - BPL
Mumbai - Hutch
Mumbai - MTNL
Mumbai - Bharti
Chennai - RPG
Chennai - Bharti
Chennai - Hutch
Chennai - BSNL
Kolkata - Bharti
Kolkata - Hutch
Kolkata - BSNL
October A
udit Data
Live Drive tests (drive test w
as conducted on a selected route only)
37
PER
CEN
TAG
E OF C
ALLS D
RO
PPED D
UR
ING
CO
NV
ERSA
TION
- A C
IRC
LES
Prescribed Q
oS Standard: < 3% of total calls established
Call D
rop Rate - A C
ircles1.5%
1.2%
1.4%
1.5%
0.9%
1.1%
1.1%
1.0%
1.8%
1.5%
1.2%
2.0%
1.5%
1.4%
0.9%
1.4%
1.2%
1.6%
1.6%
1.4%
0.0%
0.5%
0.0%
0.0%
0.0%
2.4%
0.0%
0.0%
0.0%
7.1%
0.0%
27.8%
0.0%
0.0%
0.0%
0.0%
0.0%
0.0%
0.0%
NR
0% 5%
10%
15%
20%
25%
30%
Maharashtra - BPL
Maharashtra - Idea
Maharashtra -Bhart
Maharashtra -BSNL
Gujarat - Fascel
Gujarat - Idea
Gujarat - Bharti
Gujarat - BSNL
A.P. - Idea
A.P. - Bharti
A.P. - Hutch
A.P. - BSNL
Karnataka - Bharti
Karnataka - Spice
Karnataka - Hutch
Karnataka - BSNL
T.N. - BPL
T.N. - Aircel
T.N. - BSNL
T.N. - Bharti
October A
udit Data
Live Drive tests (drive test w
as conducted on a selected route only)
38
A
nnex-III
Oct 03-D
ec 03 PER
CEN
TAG
E OF C
ALLS D
RO
PPED D
UR
ING
CO
NV
ERSA
TION
- B C
IRC
LES
Prescribed QoS Standard: < 3%
of total calls established
Call D
rop Rate - B
Circles
1.0%
1.1%
1.3%
1.6%
1.3%
1.6%
2.1%
0.9%
1.1%
1.8%
3.2%
1.3%
2.3%
2.6%
17.9%
1.2%
2.0%
0.9%
2.9%
1.2%
1.5%
2.8%
3.0%
1.9%
0.0%
0.0%
0.0%
0.0%
0.0%
0.0%
1.9%
2.7%
0.0%
0.0%
0.0%
0.0%
0.0%
4.8%
0.0%
0.7%
0.0%
2.7%
3.3%
0.0%
0.0%
0.4%
18.2%
NR
NR
NR
0% 2% 4% 6% 8%
10%
12%
14%
16%
18%
20%
Kerala - Escotel
Kerala - BPL
Kerala - Bharti
Kerala - BSNL
Punjab - Spice
Punjab - Bharti
Punjab - BSNL
Haryana - Escotel
Haryana - Aircel
Haryana - Bharti
Haryana - BSNL
U.P.(W) - Escotel
U.P.(W) - Bharti
U.P.(W) - BSNL
U.P.(E) - Aircel
U.P.(E) - BSNL
Rajasthan - Aircel
Rajasthan -Hexacom
Rajasthan - BSNL
M.P. - Bharti
M.P. - Reliance
M.P. - Idea
M.P. - BSNL
W.B. & A&N -Reliance
W.B. & A&N -BSNL
October A
udit Data
Live Drive tests (drive test w
as conducted on a selected route only)
39
PERCENTAGE OF CALLS DROPPED DURING CONVERSATION - C CIRCLES
Prescribed QoS Standard: < 3% of total calls established
Call Drop Rate - C Circles
2.0% 2.
2%
3.7%
2.4%
3.2%
2.5%
5.8%
3.0%
1.2%
0.4%
0.0%
0.0%
1.5%
0.0%
1.0%
5.3%
0.0%
NR
NR
NR
0%
1%
2%
3%
4%
5%
6%
7%
H.P
. - B
harti
H.P
. - R
elia
nce
H.P
. - B
SN
L
Bih
ar -
Rel
ianc
e
Bih
ar -
BS
NL
Oris
sa -
Rel
ianc
e
Oris
sa -
BS
NL
Ass
am -
Rel
ianc
e
N.E
. - R
elia
nce
J&K
- B
SN
L
October Audit Data Live Drive tests (drive test was conducted on a selected route only)
40
Annex-IV
PER
CEN
TAG
E OF C
ALLS W
ITH G
OO
D V
OIC
E QU
ALITY
- METR
OS
Oct 03-D
ec 03 Standard: > 95%
of calls with good voice quality
%age connections w
ith good voice quality - Metros
96.3%
91.8%
96.7%
95.3%
95.9%
94.8%
97.0%
91.3%
95.0%
95.4%
94.3%
95.0%
97.2%
95.0%
100.0%
95.4%
94.2%
92.3%
95.8%
91.7%
94.8%
91.2%
91.3%
98.5%
96.3%
92.9%
95.0%
89.7%
91.7%
93.1%
0%
20%
40%
60%
80%
100%
120%
Delhi - Bharti
Delhi - Hutch
Delhi - MTNL
Delhi - Idea
Mumbai -BPL
Mumbai -Hutch
Mumbai -MTNL
Mumbai -Bharti
Chennai -RPG
Chennai -Bharti
Chennai -Hutch
Chennai -BSNL
Kolkata -Bharti
Kolkata -Hutch
Kolkata -BSNL
October A
udit Data
Live Drive tests (drive test w
as conducted on a selected route only)
41
PER
CEN
TAG
E OF C
ALLS W
ITH G
OO
D V
OIC
E QU
ALITY
– A C
IRC
LES
Standard: > 95% of calls w
ith good voice quality
%age connections w
ith good voice quality - A Circles
98.4%
100.0%
85.3%
99.7%
98.0%
89.3%
97.0%
99.2%
90.7%
99.5%
97.8%
92.5%
86.1%
97.8%
99.2%
99.3%
10.0%
100.3%
85.3%
88.3%
99.7%
89.3%
94.1%
95.9%
94.5%
80.2%
96.2%
97.5%
91.7%
86.1%
97.8%
95.5%
98.7%
NR
NR
NR
NR
NR
NR
NR
0%
20%
40%
60%
80%
100%
120%
Maharashtra -BPL
Maharashtra -Idea
Maharashtra -Bhart
Maharashtra -BSNL
Gujarat -Fascel
Gujarat - Idea
Gujarat -Bharti
Gujarat -BSNL
A.P. - Idea
A.P. - Bharti
A.P. - Hutch
A.P. - BSNL
Karnataka -Bharti
Karnataka -Spice
Karnataka -Hutch
Karnataka -BSNL
T.N. - BPL
T.N. - Aircel
T.N. - BSNL
T.N. - Bharti
October A
udit Data
Live Drive tests (drive test w
as conducted on a selected route only)
42
A
nnex-V-a
PERC
ENTA
GE O
F CA
LLS WITH
GO
OD
VO
ICE Q
UA
LITY – B
CIR
CLES
Standard: > 95% of calls w
ith good voice quality
%age connections w
ith good voice quality - B C
ircles96.0%
100.0%
99.4%
97.0%
99.6%
99.9%
97.8%
99.3%
98.5%
100.0%
97.5%
84.1%
99.2%
98.5%
97.6%
99.0%
100.0%
96.3%
98.9%
96.0%
94.8%
95.6%
99.0%
99.9%
99.6%
100.0%
99.9%
100.0%
96.2%
97.3%
99.7%
91.3%
99.8%
99.2%
91.7%
99.2%
98.1%
91.5%
95.7%
99.4%
99.4%
97.6%
NR
NR
NR
NR
NR
NR
NR
NR
0%
20%
40%
60%
80%
100%
120%
Kerala - Escotel
Kerala - BPL
Kerala - Bharti
Kerala - BSNL
Punjab - Spice
Punjab - Bharti
Punjab - BSNL
Haryana - Escotel
Haryana - Aircel
Haryana - Bharti
Haryana - BSNL
U.P.(W) - Escotel
U.P.(W) - Bharti
U.P.(W) - BSNL
U.P.(E) - Aircel
U.P.(E) - BSNL
Rajasthan - Aircel
Rajasthan - Hexacom
Rajasthan - BSNL
M.P. - Bharti
M.P. - Reliance
M.P. - Idea
M.P. - BSNL
W.B. & A&N - Reliance
W.B. & A&N - BSNL
October A
udit Data
Live Drive tests (drive test w
as conducted on a selected route only)
43
PERCENTAGE OF CALLS WITH GOOD VOICE QUALITY – C CIRCLES
Standard: > 95% of calls with good voice quality
%age connections with good voice quality - C Circles
99.8
%
99.3
%
97.0
%
97.4
%
97.6
%
98.3
%
99.8
%
99.6
%
98.7
%
99.7
%
96.0
%
99.0
%
97.6
%
95.1
%
98.6
%
NR
NR
NR
NR
NR
0%
20%
40%
60%
80%
100%
120%H
.P. -
Bha
rti
H.P
. -R
elia
nce
H.P
. - B
SN
L
Bih
ar -
Rel
ianc
e
Bih
ar -
BS
NL
Oris
sa -
Rel
ianc
e
Oris
sa -
BS
NL
Ass
am -
Rel
ianc
e
N.E
. -R
elia
nce
J&K
- B
SN
L
October Audit Data Live Drive tests (drive test was conducted on a selected route only)
44
SUMMARY OF CELLULAR SERVICE OPERATAORS QoS AUDIT (METRO CIRCLE) Oct- Dec 2003
A.1.1
METROS S.no
Objective parameters Long term benchmark Delhi Delhi Delhi Delhi Mumbai Mumbai Mumbai Mumbai
Bharti Hutch MTNL Idea BPL Hutch MTNL Bharti Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.14 0.39 1.03 0.45 0.05 0.25 0.48 0.03
A (ii) Fault cleared in 24 hours 100% 100.00% 99.06% NR 98.05% 99.22% 95.11% 49.62% 100.00%
A (iii) Accumulated down time of community isolation <24Hrs. 0.00 hrs. 73.68 hrs. 0.00 hrs. 0.00 hrs. 9.17 hrs. 0.00 hrs. 0.00 hrs. 0.00 hrs.
Network performance B (I) Call success rate >99% 99.07% 99.98% NR 99.98% 95.48% 87.53% NR 94.83%
B (ii) Service Access Delay 9 to 20 Sec. 9.3 to 15.27 sec.
9.07 to 15.16 sec. NR 6.89 to
11.01 sec.10.15 to
20.72 sec.7.58 to
10.13 sec.9.33 to
26.33 sec. 9.16 to 16.11
sec. B (iii) Call Drop rate <3% 2.1% 1.4% 1.6% 0.3% 1.9% 1.9% 1.4% 1.2%
B(iv) % connections with good voice quality >95% 96.29% 91.77% 96.74% 95.25% 95.94% 94.80% 97.04% 91.29%
Billing complaints
C(I) Billing complaints per 100 bills issued <0.1% 0.10% 0.07% 0.08% 0.20% 0.10% 1.85% 0.17% 0.09%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 100.0% 100.0% 99.1% 100.0% 100.0%
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% NR NR 100.0% 100.0% 99.9% 100.0% 100.0%
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate Not applicable 99.7% 98.0% 97.6% 99.7% 99.5% 97.8% 73.6% 99.4%
D(ii) TCH Establishment success rate Not applicable 98.6% 98.3% 98.9% 94.0% 94.0% 97.8% 82.8% 92.2%
D (iii) Served Traffic for all POIs Not applicable 99.9% 67.3% 92.3% 61.0% 55.2% 38.1% 98.8% 76.5%
45
METROS (CONTD.)
S.no Objective parameters Long term benchmark Chennai Chennai Chennai Chennai Kolkata Kolkata Kolkata
RPG Bharti Hutch BSNL Bharti Hutch BSNL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.46 0.02 0.36 0.00 0.63 0.04 1.73 A (ii) Fault cleared in 24 hours 100% 100.00% 100.00% 85.67% 100.00% 100.00% 76.05% 64.62%
A (iii) Accumulated down time of community isolation <24Hrs. 0.00 hrs. 0.00 hrs. 0.00 hrs. 16.17 hrs. 0.00 hrs. 15.33 hrs. 20.55 hrs.
Network performance B (I) Call success rate >99% 100.00% 99.44% 100.00% 97.97% 99.73% 98.87% 85.66%
B (ii) Service Access Delay 9 to 20 Sec.
7.54 to 14.03 sec.
11.68 to 19.48 sec.
5.69 to 13.22 sec.
15.32 to 20.52 sec.
14.33 to 19.6 sec.
14.78 to 17.33 sec. NR
B (iii) Call Drop rate <3% 1.3% 0.9% 0.9% 0.6% 1.4% 1.2% 1.2% B(iv) % connections with good voice quality >95% 95.03% 95.42% 94.32% 95.02% 97.18% 95.00% 100.00%
Billing complaints C(I) Billing complaints per 100 bills issued <0.1% 0.93% 0.13% 3.31% 1.03% 0.16% 0.10% 0.62%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 93.1%
C (iii) Period of all refunds/ from the date of resolution <4 weeks NR 100.0% 100.0% 100.0% 100.0% 100.0% 96.5%
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate Not applicable 96.2% 96.3% 95.0% 98.8% 99.0% 99.5% NR
D(ii) TCH Establishment success rate Not applicable 86.0% 99.5% 97.0% 97.1% 98.0% 98.7% 99.2%
D (iii) Served Traffic for all POIs Not applicable 63.5% 63.7% 67.5% 1.3% 49.8% 50.5% NR
46
SUMMARY OF CELLULAR SERVICE OPERATAORS QoS AUDIT (A CIRCLE) Annex-V-b Oct- Dec 2003
S.no Objective parameters Long term benchmark MaharashtraMaharashtr
a Maharashtra Maharashtra Gujarat Gujarat Gujarat Gujarat
BPL Idea Bharti BSNL Fascel / Hutch Idea Bharti BSNL
Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.70 0.01 0.18 0.09 0.02 0.02 0.19 0.00
A (ii) Fault cleared in 24 hours 100% 85.94% 100.00% 85.39% 25.19% 100.00% 100.00% 100.00% 100.00%
A (iii) Accumulated down time of community isolation <24Hrs. 9.25 hrs. 50.47 hrs. 25.70 hrs. 109.83 hrs. 22.65 hrs. 59.57 hrs. 18.25 hrs. 73.00 hrs.
Network performance B (I) Call success rate >99% 99.88% 95.00% 86.83% 96.47% 99.00% 99.03% 99.23% 99.60%
B (ii) Service Access Delay 9 to 20 Sec. NR 7.33 to 19.45 sec.
9.5 to 15.3 sec. NR 7.58 to
17.9 sec.
6.07 to 18.87 sec.
9.9 to 16.93 sec.
6.14 to 8.37 sec.
B (iii) Call Drop rate <3% 1.5% 1.2% 1.4% 1.5% 0.9% 1.1% 1.1% 1.0% B(iv) % connections with good voice quality >95% 98.36% NR 100.00% 85.30% NR 99.69% 98.00% 89.29%
Billing complaints C(I) Billing complaints per 100 bills issued <0.1% 0.10% 0.10% 0.90% 1.27% 0.06% 0.15% 0.09% 1.16%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 69.0% 100.0%
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% 100.0% 100.0% NR NR 63.5% NR NR
Network and POI Congestion related parameters D(I) SDCCH Establishment success rate Not applicable 99.4% 92.6% 99.9% 88.0% 99.6% 92.7% NR 98.0% D(ii) TCH Establishment success rate Not applicable 98.0% 81.0% 99.5% 93.9% 98.4% 94.3% NR 99.7% D (iii) Served Traffic for all POIs Not applicable 82.5% 87.6% 68.9% NR 89.0% NR NR 64.2%
47
S.no Objective parameters Long term benchmark A.P. A.P. A.P. A.P. Karnataka Karnataka Karnataka Karnataka
Idea Bharti Hutch BSNL Bharti Spice Hutch BSNL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.00 0.03 0.73 0.12 0.13 0.31 0.13 0.03
A (ii) Fault cleared in 24 hours 100% 100.00% 100.00% 93.97% 56.15% 100.00% 100.00% 85.33% 48.68%
A (iii) Accumulated down time of community isolation <24Hrs. 21.70 hrs. 71.37 hrs. 111.85 hrs. 519.98
hrs. 60.00 hrs. 1.20 hrs. 37.65 hrs. 475.57 hrs.
Network performance B (I) Call success rate >99% 99.97% 99.04% 95.98% 97.85% 99.06% 99.64% NR NR
B (ii) Service Access Delay 9 to 20 Sec. 6.46 to 12.46 sec.
7.6 to 15.6 sec.
8 to 16.12 sec.
8.32 to 11.42 sec.
6.12 to 16.72 sec.
8.81 to 18.81 sec. NR NR
B (iii) Call Drop rate <3% 1.8% 1.5% 1.2% 2.0% 1.5% 1.4% 0.9% 1.4%
B(iv) % connections with good voice quality >95% 96.96% 99.19% 90.73% NR 99.46% 97.76% 92.48% 86.11%
Billing complaints
C(I) Billing complaints per 100 bills issued <0.1% 0.11% 0.24% 15.43% 2.36% 0.02% 0.10% 4.45% 1.63%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 97.2% 100.0% 100.0% 100.0% 93.5%
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% 100.0% 100.0% NR 100.0% 100.0% 100.0% 7.4%
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate Not applicable 99.8% 93.9% 96.2% 99.2% 96.8% 99.8% 97.1% 97.7%
D(ii) TCH Establishment success rate Not applicable 96.6% 97.5% 96.0% 96.6% 94.0% 97.6% 99.1% 94.0%
D (iii) Served Traffic for all POIs Not applicable 71.2% 77.2% 31.7% 38.5% 70.3% 58.9% 76.4% 81.5%
48
S.no Objective parameters Long term benchmark T.N. T.N. T.N. T.N.
BPL Aircel BSNL Bharti Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.43 0.17 0.10 0.05
A (ii) Fault cleared in 24 hours 100% 100.00% 1.74% 89.43% 100.00%
A (iii) Accumulated down time of community isolation <24Hrs. 3.68 hrs. 91.60 hrs. 75.83 hrs. 15.98 hrs.
Network performance B (I) Call success rate >99% 99.17% 34.92% 30.33% 99.47% B (ii) Service Access Delay 9 to 20 Sec. 6.24 to 11.9 sec. 14.16 to 31.14 sec. NR 14.07 to 20.07 sec.B (iii) Call Drop rate <3% 1.2% 1.6% 1.6% 1.4% B(iv) % connections with good voice quality >95% 97.78% NR NR 99.21%
Billing complaints C(I) Billing complaints per 100 bills issued <0.1% 0.06% 0.37% 0.53% 0.12%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 100.0%
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% 100.0% 37.1% 100.0%
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate Not applicable 98.1% 99.1% 98.4% 94.5%
D(ii) TCH Establishment success rate Not applicable 98.7% 97.7% 92.7% 99.5%
D (iii) Served Traffic for all POIs Not applicable 73.8% 99.9% NR 59.9%
49
Annex- VI
SUMMARY OF CELLULAR SERVICE OPERATAORS QoS AUDIT (B CIRCLE) Oct- Dec 2003
S.no Objective parameters Long term benchmark Kerala Kerala Kerala Kerala Punjab Punjab Punjab
Escotel BPL Bharti BSNL Spice Bharti BSNL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.34 0.04 0.05 2.35 0.23 0.04 0.23
A (ii) Fault cleared in 24 hours 100% 100.00% 100.00% 100.00% NR 99.05% 100.00% NR
A (iii) Accumulated down time of community isolation <24Hrs. 10.21 hrs. 3.07 hrs. 11.30 hrs. 63.53 hrs. 23.47 hrs. 10.75 hrs. 31.58 hrs.
Network performance B (I) Call success rate >99% 99.95% 99.22% 99.23% 89.50% 98.07% 99.01% 78.00%
B (ii) Service Access Delay 9 to 20 Sec. 9.3 to 18.6 sec.
6.02 to 12.37 sec.
14.05 to 19.05 sec.
16.8 to 20.8 sec.
12.29 to 21.52 sec.
7.37 to 15.24 sec. NR
B (iii) Call Drop rate <3% 1.0% 1.1% 1.3% 1.6% 1.3% 1.6% 2.1% B(iv) % connections with good voice quality >95% 95.98% 100.00% 99.35% NR 96.97% 99.62% NR
Billing complaints C(I) Billing complaints per 100 bills issued <0.1% 0.05% 0.03% 0.22% 3.00% 0.02% 0.09% 2.47%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 90.0% 100.0% 100.0% 95.0%
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% 100.0% 100.0% NR 100.0% 100.0% 100.0%
Network and POI Congestion related parameters D(I) SDCCH Establishment success rate Not applicable 99.0% 99.7% 95.3% 99.7% 98.9% 95.1% 89.7% D(ii) TCH Establishment success rate Not applicable 98.7% 97.5% 99.3% 98.0% 96.3% 99.0% 41.8% D (iii) Served Traffic for all POIs Not applicable 55.6% 88.1% 50.4% 71.4% 93.4% 83.6% 97.7%
50
B CIRCLES (CONTD.)
S.no Objective parameters Long term benchmark Haryana Haryana Haryana Haryana U.P.(W) U.P.(W) U.P.(W) U.P.(E) U.P.(E)
Escotel Aircel Bharti BSNL Escotel Bharti BSNL Aircel BSNL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.06 1.00 0.08 0.04 0.16 0.06 0.21 0.05 0.09
A (ii) Fault cleared in 24 hours 100% 100.00% 97.75% 100.00% 100.00% 93.86% 100.00% 84.14% 79.61% NR
A (iii) Accumulated down time of community isolation <24Hrs. 11.07 hrs. 1.12 hrs. 6.17 hrs. 8.00 hrs. 0.00 hrs. 8.00 hrs. 0.00 hrs. 0.00 hrs. 6.00 hrs.
Network performance B (I) Call success rate >99% 99.76% 99.92% 99.02% 97.50% 99.12% 99.01% NR 98.59% 72.35%
B (ii) Service Access Delay 9 to 20 Sec. 11.06 to 19.48 sec.
14.74 to 19.48 sec.
6.31 to 14.31 sec. NR
11.43 to 16.83 sec.
9.06 to 14.1 sec. NR
7.07 to 14.82 sec.
NR
B (iii) Call Drop rate <3% 0.9% 1.1% 1.8% 3.2% 1.3% 2.3% NR NR 2.6%
B(iv) % connections with good voice quality >95% 99.86% 97.81% NR NR 99.31% 98.54% 100.00% NR NR
Billing complaints
C(I) Billing complaints per 100 bills issued <0.1% 0.21% 0.03% 0.09% 0.54% 0.42% 0.09% 1.24% 0.88% 0.21%
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 92.2%
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% NR NR 100.0% NR 100.0% NR 100.0% 83.2%
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate Not applicable 99.5% 93.8% 95.8% 89.4% 99.2% 99.6% 94.3% NR 92.0%
D(ii) TCH Establishment success rate Not applicable 96.3% 92.9% 99.0% 84.9% 97.1% 98.3% 88.7% NR 82.0%
D (iii) Served Traffic for all POIs Not applicable 98.9% 100.0% 73.2% 99.7% 97.5% 99.6% 99.3% NR 0.8%
51
B CIRCLES (CONTD.)
S.no Objective parameters Long term benchmark Rajasthan Rajasthan Rajasthan M.P. M.P. M.P. M.P. W.B. & A&N W.B. &
A&N Aircel Hexacom BSNL Bharti Reliance Idea BSNL Reliance BSNL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.15 0.35 0.16 0.15 0.05 0.19 NR 0.16 0.21
A (ii) Fault cleared in 24 hours 100% 32.81% 65.22% 100.00% 100.00% 51.11% 87.89% NR 100.00% 100.00%
A (iii) Accumulated down time of community isolation <24Hrs. 42.22 hrs. 36.37 hrs. 38.30 hrs. 7.50 hrs. 12.35 hrs. 50.47 hrs. 294.25 hrs. 19.60 hrs. 0.00 hrs.
Network performance B (I) Call success rate >99% 100.05%* 84.42% 99.50% 99.93% 124.80%* 99.11% 82.61% 102.52%* 99.04%
B (ii) Service Access Delay 9 to 20 Sec. 9 to 17 sec. NR NR 8.39 to 13.24 sec. 10 to 16 sec. 8.09 to
16.11 sec.12.72 to
14.44 sec.10.52 to
15.52 sec. NR
B (iii) Call Drop rate <3% 17.9% 1.2% 2.0% 0.9% 2.9% 1.2% 1.5% 2.8% 3.0%
B(iv) % connections with good voice quality >95% 97.46% 84.14% NR 99.18% 98.52% 97.64% 98.97% 100.00% NR
Billing complaints
C(I) Billing complaints per 100 bills issued <0.1% 0.03% 0.05% 0.51% 0.09% 0.08% 0.91% 0.03% NR 0.05%
C (ii) %age of billing complaints resolved within 4 weeks
100% 100.0% 100.0% 99.5% 100.0% 100.0% 100.0% 100.0% NR 100.0%
C (iii) Period of all refunds/ from the date of resolution
<4 weeks 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% NR 100.0% NR
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate
Not applicable 99.8% 85.0% 93.7% 99.7% 99.9% 98.6% 90.6% 98.2% 98.2%
D(ii) TCH Establishment success rate
Not applicable 94.9% 69.2% 87.6% 98.8% 98.2% 93.6% 94.7% 97.0% 83.8%
D (iii) Served Traffic for all POIs
Not applicable 57.6% 49.3% 1.2% 49.5% 98.6% 39.6% 76.8% 99.3% NR
* The CSR figure for these operators exceeds 100% due to the inability of the service providers MSC to capture the results as per the prescribed methodology.
52
SUMMARY OF CELLULAR SERVICE OPERATAORS QoS AUDIT (C CIRCLE) Annex-VII S.no Objective parameters Long term
benchmark H.P. H.P. H.P. Bihar Bihar Orissa Orissa Assam N.E. J&K
Bharti Reliance BSNL Reliance BSNL Reliance BSNL Reliance Reliance BSNL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) <1 0.13 0.12 0.07 0.02 0.89 0.13 0.35 NR 0.00 NR
A (ii) Fault cleared in 24 hours 100% 100.00% 100.00% NR 100.00% NR 100.00% 73.50% NR 100.00% NR
A (iii) Accumulated down time of community isolation <24Hrs. 19.75 hrs. 9.15 hrs. 885.80 hrs. 61.55 hrs. 0.00 hrs. 14.85 hrs. 86.68 hrs. 0.00 hrs. 0.00 hrs. 0.00 hrs.
Network performance B (I) Call success rate >99% 99.01% 37.89% 90.63% 95.56% 86.51% 99.17% 220.06%* 127.84%* 107.27%* NR
B (ii) Service Access Delay 9 to 20 Sec. 8.02 to 15.94 sec. NR NR NR NR 9.86 to 14.9
sec. 13 to 26
sec. 9.37 to 15.7
sec. 9.32 to
15.65 sec. NR
B (iii) Call Drop rate <3% 2.0% 2.2% 3.7% 2.4% 3.2% 2.5% 5.8% 3.0% 1.2% NR
B(iv) % connections with good voice quality >95% 99.79% 99.34% NR 96.96% NR 97.41% 97.65% 98.32% 99.77% NR
Billing complaints
C(I) Billing complaints per 100 bills issued <0.1% 0.10% NR NR NR NR NR 0.66% NR NR NR
C (ii) %age of billing complaints resolved within 4 weeks 100% 100.0% NR NR NR NR NR 100.0% NR NR NR
C (iii) Period of all refunds/ from the date of resolution <4 weeks 100.0% NR NR NR NR NR NR NR NR NR
Network and POI Congestion related parameters
D(I) SDCCH Establishment success rate Not applicable 95.9% 99.3% 92.0% 99.2% 92.2% 99.2% 94.4% 99.6% 99.6% NR
D(ii) TCH Establishment success rate Not applicable 99.0% 96.8% 90.4% 96.4% 69.7% 97.0% 73.6% 95.5% 99.6% NR
D (iii) Served Traffic for all POIs Not applicable 78.8% 96.2% 97.3% 95.4% 83.8% 95.7% NR 100.0% 99.9% NR * The CSR figure for these operators exceeds 100% due to the inability of the service providers MSC to capture the results as per the prescribed
methodology.
53
Annex-VIII CUSTOMER SURVEY SCORES ON SATISFACTION WITH SERVICE PROVISION – GSM SERVICES (METROS)
Oct.’03-Dec.’03
Standard: > 95%
90%96%
92%95%
72%
94% 93%96% 94% 94%
87%90% 91% 89%
93%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Che
nnai
-B
SN
L
Che
nnai
- A
irtel
Che
nnai
-H
utch
Che
nnai
- R
PG
Kol
kata
- B
SN
L
Kol
kata
- A
irtel
Kol
kata
- H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
54
Annex-IX
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH SER
VIC
E PRO
VISIO
N – G
SM SER
VIC
ES (A C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 95%
93%96%
95%94%
90%93%
92%94%
79%88%
90%
79%87%
90%83%
93%96%
96%96%
96%95%
0%
20%
40%
60%
80%
100%
120%
AP - BSNL
AP - Airtel
AP - Hutch
AP - Idea
Gujarat -BSNL
Gujarat - Airtel
Gujarat -Hutch
Gujarat - Idea
K’taka - BSNL
K’taka - Airtel
K’taka - Hutch
K’taka - Spice
M’rastra -BSNL
M’rastra -Airtel
M’rastra - BPL
M’rastra - Idea
TN - BSNL
TN - Airtel
TN - Aircell
TN - BPL
55
Annex-X
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH SER
VIC
E PRO
VISIO
N – G
SM SER
VIC
ES (B C
IRC
LES)
O
ct.’03-Dec.’03
Standard: > 95%
95%98%
97%95%
90%89%
86%90%
85%82%
81%87%
93%94%
95%
80%
92%94%
90%99%
90%98%
97%
77%
88%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
56
Annex-XI
CUSTOMER SURVEY SCORES ON SATISFACTION WITH SERVICE PROVISION – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03
Standard: > 95%
Annex-XII
85% 85%
95%
77%
89% 88%
52%
95%
85%
94%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ass
am -
Rel
ianc
e
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
57
CUSTOMER SURVEY SCORES ON SATISFACTION WITH NETWORK PERFORMANCE, RELIABILITY & AVAILABILITY – GSM SERVICES (METROS)
Oct.’03-Dec.’03
Standard: > 95%
89%93% 90%
94%
62%
78%82%
93% 90% 88%
76% 79% 79% 79%83%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%C
henn
ai -
BS
NL
Che
nnai
-A
irtel
Che
nnai
-H
utch
Che
nnai
-R
PG
Kol
kata
-B
SN
L
Kol
kata
- A
irtel
Kol
kata
-H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
58
Annex-XIII
CUSTOMER SURVEY SCORES ON SATISFACTION WITH NETWORK PERFORMANCE, RELIABILITY & AVAILABILITY – GSM SERVICES (A CIRCLES)
Oct.’03-Dec.’03
Standard: > 95%
86%93% 92% 91%
85%89% 91% 92%
74%
84%78%
71% 70%
82%
67%
86% 87% 90%86% 86%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%A
P -
BS
NL
AP
- A
irtel
AP
- H
utch
AP
- Id
ea
Guj
arat
-B
SN
L
Guj
arat
- A
irtel
Guj
arat
-H
utch
Guj
arat
- Id
ea
K’ta
ka -
BS
NL
K’ta
ka -
Airt
el
K’ta
ka -
Hut
ch
K’ta
ka -
Spi
ce
M’ra
stra
-B
SN
L
M’ra
stra
-A
irtel
M’ra
stra
- B
PL
M’ra
stra
- Id
ea
TN -
BS
NL
TN -
Airt
el
TN -
Airc
ell
TN -
BP
L
59
Annex-X
IV
C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
NETW
OR
K PER
FOR
MA
NC
E, RELIA
BILITY
& A
VA
ILAB
ILITY – G
SM
SERV
ICES (B
CIR
CLES)
Oct.’03-D
ec.’03 Standard: > 95%
87%91%
85%83%
82%76%
77%77%
84%81%
84%84%
78%
88%85%
72%
85%81%
88%85%
82%
91%84%
69%
46%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
60
Annex-XV
CUSTOMER SURVEY SCORES ON SATISFACTION WITH NETWORK PERFORMANCE, RELIABILITY & AVAILABILITY – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03
Standard: > 95%
51%
65%
74% 73%
83%
71% 69% 71% 69%
77%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ass
am -
Rel
ianc
e
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
61
Annex-XVI
CUSTOMER SURVEY SCORES ON SATISFACTION WITH MAINTAINABILITY – GSM SERVICES (METROS)
Oct.’03-Dec.’03
Standard: > 95%
85%91% 91% 92%
65%71%
77%
89% 87% 86%
72% 75% 76% 74%
84%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Che
nnai
-B
SN
L
Che
nnai
-A
irtel
Che
nnai
-H
utch
Che
nnai
-R
PG
Kol
kata
-B
SN
L
Kol
kata
- A
irtel
Kol
kata
-H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
62
Annex-X
VII
C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
MA
INTA
INA
BILITY
– GSM
SERV
ICES (A
CIR
CLES)
O
ct.’03-Dec.’03
Standard: > 95%
88%91%
91%87%
84%85%
86%86%
78%83%
77%75%
66%71%
54%
80%84%
86%87%
84%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AP - BSNL
AP - Airtel
AP - Hutch
AP - Idea
Gujarat -BSNL
Gujarat - Airtel
Gujarat -Hutch
Gujarat - Idea
K’taka - BSNL
K’taka - Airtel
K’taka - Hutch
K’taka - Spice
M’rastra -BSNL
M’rastra -Airtel
M’rastra - BPL
M’rastra - Idea
TN - BSNL
TN - Airtel
TN - Aircell
TN - BPL
63
Annex-X
VIII
C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
MA
INTA
INA
BILITY
– GSM
SERV
ICES (B
CIR
CLES)
O
ct.’03-Dec.’03
Standard: > 95%
86%92%
83%81%
76%76%
72%74%
69%
59%
72%76%
77%
86%88%
71%77%
78%75%
83%
61%
79%74%
67%59%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
64
Annex-XIX
CUSTOMER SURVEY SCORES ON SATISFACTION WITH MAINTAINABILITY – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03
Standard: > 95%
70%65%
70%66%
77%
67%
87%
69%73%
77%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ass
am -
Rel
ianc
e
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
65
Annex-XX CUSTOMER SURVEY SCORES ON SATISFACTION WITH HELP SERVICES – GSM SERVICES (METROS)
Oct.’03-Dec.’03
Standard: > 90%
84%
92% 90% 92%
63%
80% 83%
91% 88% 89%
73%79% 81% 79%
89%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Che
nnai
-B
SN
L
Che
nnai
-A
irtel
Che
nnai
-H
utch
Che
nnai
-R
PG
Kol
kata
-B
SN
L
Kol
kata
- A
irtel
Kol
kata
-H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
66
Annex-X
XI
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH H
ELP SERV
ICES – G
SM SER
VIC
ES (A C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 90%
91%92%
93%91%
82%89%
91%89%
79%86%
83%79%
73%
81%
71%
84%78%
89%88%
89%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
AP - BSNL
AP - Airtel
AP - Hutch
AP - Idea
Gujarat -BSNL
Gujarat - Airtel
Gujarat -Hutch
Gujarat - Idea
K’taka - BSNL
K’taka - Airtel
K’taka - Hutch
K’taka - Spice
M’rastra -BSNL
M’rastra -Airtel
M’rastra - BPL
M’rastra - Idea
TN - BSNL
TN - Airtel
TN - Aircell
TN - BPL
67
Annex-X
XII
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH H
ELP SERV
ICES – G
SM SER
VIC
ES (B C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 90%
92%93%
84%85%
79%82%
83%82%
83%85%
87%88%
76%
86%88%
77%82%
85%82%
90%
73%
91%87%
79%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
68
Annex-XXIII CUSTOMER SURVEY SCORES ON SATISFACTION WITH HELP SERVICES – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03
Standard: > 90%
78%72%
80%
68%
79%72%
65%
89%
78%85%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ass
am -
Rel
ianc
e
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
69
Annex-XXIV CUSTOMER SURVEY SCORES ON SATISFACTION WITH BILLING – GSM SERVICES (METROS)
Oct.’03-Dec.’03
Standard: > 90%
88% 90% 88% 91%
67%
77%73%
91% 88% 90%
75%80% 83% 82%
89%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Che
nnai
-B
SN
L
Che
nnai
-A
irtel
Che
nnai
-H
utch
Che
nnai
-R
PG
Kol
kata
-B
SN
L
Kol
kata
- A
irtel
Kol
kata
-H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
70
Annex-X
XV
C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
BILLIN
G – G
SM SER
VIC
ES (A C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 90%
90%90%
91%
87%85%
90%89%
90%
76%
84%82%
76%
82%83%
76%
87%85%
84%85%
87%
65%
70%
75%
80%
85%
90%
95%
AP - BSNL
AP - Airtel
AP - Hutch
AP - Idea
Gujarat -BSNL
Gujarat - Airtel
Gujarat -Hutch
Gujarat - Idea
K’taka - BSNL
K’taka - Airtel
K’taka - Hutch
K’taka - Spice
M’rastra -BSNL
M’rastra -Airtel
M’rastra - BPL
M’rastra - Idea
TN - BSNL
TN - Airtel
TN - Aircell
TN - BPL
71
Annex-X
XV
I C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
BILLIN
G – G
SM SER
VIC
ES (B C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 90%
91%89%
88%87%
77%76%
79%79%
82%80%
78%85%
88%90%
90%
73%
88%85%
85%89%
76%
87%83%
66%65%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
72
Annex-XXVII
CUSTOMER SURVEY SCORES ON SATISFACTION WITH BILLING – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03 Standard: > 90%
76%80%
74% 71%
80%
65% 65%
86%
73% 70%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%A
ssam
-R
elia
nce
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
73
Annex-XXVIII CUSTOMER SURVEY SCORES ON SATISFACTION WITH SUPPLEMENTARY SERVICES – GSM SERVICES
(METROS)
Oct.’03-Dec.’03 Standard: > 95%
88% 87% 86% 88%
79%82% 84%
94% 93% 93%
80% 83% 85% 85%91%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%C
henn
ai -
BS
NL
Che
nnai
-A
irtel
Che
nnai
-H
utch
Che
nnai
-R
PG
Kol
kata
-B
SN
L
Kol
kata
- A
irtel
Kol
kata
-H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
74
Annex-X
XIX
C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
SUPPLEM
ENTA
RY
SERV
ICES – G
SM SER
VIC
ES (A
CIR
CLES)
Oct.’03-D
ec.’03 Standard: > 95%
94%95%
97%94%
92%95%
94%95%
77%84%
84%79%
87%86%
77%
87%83%
89%84%
89%95%
0%
20%
40%
60%
80%
100%
120%AP - BSNL
AP - Airtel
AP - Hutch
AP - Idea
Gujarat -BSNL
Gujarat - Airtel
Gujarat -Hutch
Gujarat - Idea
K’taka - BSNL
K’taka - Airtel
K’taka - Hutch
K’taka - Spice
M’rastra -BSNL
M’rastra -Airtel
M’rastra - BPL
M’rastra - Idea
TN - BSNL
TN - Airtel
TN - Aircell
TN - BPL
75
Annex-X
XX
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH SU
PPLEMEN
TAR
Y SER
VIC
ES – GSM
SERV
ICES
(B C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 95%
94%93%
92%89%
83%84%
78%78%
89%93%
93%91%
88%91%
92%
81%89%
85%92%
91%91%
88%88%
81%73%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
76
Annex-XXXI
CUSTOMER SURVEY SCORES ON SATISFACTION WITH SUPPLEMENTARY SERVICES – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03 Standard: > 95%
75%82%
86%
78%
87%
76%
68%
84%90% 90%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ass
am -
Rel
ianc
e
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
77
Annex-XXXII
CUSTOMER SURVEY SCORES ON SATISFACTION WITH OVERALL SERVICE – GSM SERVICES (METROS)
Oct.’03-Dec.’03 Standard: > 95%
90% 93% 91% 93%
61%
76%81%
91% 88% 87%
73%
83% 81% 84%89%95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%C
henn
ai -
BS
NL
Che
nnai
-A
irtel
Che
nnai
-H
utch
Che
nnai
-R
PG
Kol
kata
-B
SN
L
Kol
kata
- A
irtel
Kol
kata
-H
utch
Del
hi -
Airt
el
Del
hi -
Hut
ch
Del
hi -
Idea
Del
hi -
MTN
L
Mum
bai -
Airt
el
Mum
bai -
BP
L
Mum
bai -
MTN
L
Mum
bai -
Ora
nge
78
Annex-X
XX
III
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH O
VER
ALL SER
VIC
E – GSM
SERV
ICES
(A C
IRC
LES) O
ct.’03-Dec.’03
Standard: > 95%
88%93%
91%91%
85%91%
93%91%
78%83%
82%75%
72%
80%
65%
82%85%
83%78%
81%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%AP - BSNL
AP - Airtel
AP - Hutch
AP - Idea
Gujarat -BSNL
Gujarat - Airtel
Gujarat -Hutch
Gujarat - Idea
K’taka - BSNL
K’taka - Airtel
K’taka - Hutch
K’taka - Spice
M’rastra -BSNL
M’rastra -Airtel
M’rastra - BPL
M’rastra - Idea
TN - BSNL
TN - Airtel
TN - Aircell
TN - BPL
79
Annex-X
XX
IV
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH O
VER
ALL SER
VIC
E – GSM
SERV
ICES
(B C
IRC
LES)
Oct.’03-D
ec.’03 Standard: > 95%
91%88%
83%82%
81%73%
74%74%
89%86%
90%91%
76%84%
84%
71%
84%76%
79%72%
74%
89%
78%72%
44%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Haryana - BSNL
Haryana - Airtel
Haryana - Escotel
Haryana - Essar
Kerala - BSNL
Kerala - Airtel
Kerala - BPL
Kerala - Escotel
MP - BSNL
MP - Airtel
MP - Reliance
MP - Idea
Punjab - BSNL
Punjab - Airtel
Punjab - Spice
R’than - BSNL
R’than - Essar
R’than - Oasis
U P (E) - BSNL
U P (E) - Essar
U P (W) - BSNL
U P (W) - Airtel
U P (W) - Escotel
WB - BSNL
WB - Reliance
80
Annex-XXXV
CUSTOMER SURVEY SCORES ON SATISFACTION WITH OVERALL SERVICE – GSM SERVICES (C CIRCLES)
Oct.’03-Dec.’03 Standard: > 95%
2.1 METROS
59%
67%73%
63%
75%
59%
70%77%
84%
76%
95%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%A
ssam
-R
elia
nce
Bih
ar -
BS
NL
Bih
ar -
Rel
ianc
e
HP
- B
SN
L
HP
- A
irtel
HP
- R
elia
nce
J&K
- B
SN
L
N. E
. -R
elia
nce
Oris
sa -
BS
NL
Oris
sa -
Rel
ianc
e
81
Annex-I Overall performance of CDMA service operators on some selected service parameters
CDMA Operators in Metro Circle
Oct.03- Dec 03
A.2.1 METROS Chennai Chennai Delhi Delhi Kolkata Mumbai MumbaiS.no Objective parameters RIL TTL RIL TTL RIL RIL TTL Fault Incidence & repair A (I) Fault incidences (per100 subscribers/ month) 0.729 0.034 1.061 1.183 0.809 1.373 1.525 A (ii) Fault cleared in 24 hours 98.9% 100.0% 99.0% 99.3% 99.0% 99.0% 99.7%
A (iii) Accumulated down time of community isolation 0.00 hrs. 1.48 hrs.
0.00 hrs. 69.55 hrs. 0.00 hrs. 0.00 hrs. 2.52 hrs.
Network performance B (I) Call setup success rate Incoming 98.75% 98.61% 99.57% 94.99% 99.25% 99.09% 87.45% Outgoing 98.51% 98.24% 98.41% 95.48% 98.52% 98.52% 88.55% Total 98.58% 98.36% 98.79% 95.35% 98.77% 98.72% 88.26%
B (ii) Service Access Delay 7.52 to 11.44 sec. NR NR NR
7.38 to 11.1 sec.
7.07 to 10.99 sec. NR
B (iii) Call Drop rate 1.26% 0.72% 0.74% 0.75% 0.77% 1.02% 1.26%
B(iv) % connections with good voice quality (%ageconnections with FER)
0-2 97.32% 80.73% 97.88% NR 98.19% 99.36% NR 2-4 1.87% 14.17% 0.67% NR 1.61% 0.46% NR More than 4 0.80% 5.10% 1.45% NR 0.20% 0.18% NR
82
METROS (CONTD.) Chennai Chennai Delhi Delhi Kolkata Mumbai MumbaiS.no Objective parameters RIL TTL RIL TTL RIL RIL TTL Billing complaints C(I) Billing complaints per 100 bills issued 0.11% 0.16% 0.15% 1.31% 0.22% 0.17% 0.22%
C (ii) %age of billing complaints resolved within 4 weeks 95.9% 100.0% 98.2% 39.1% 96.6% 98.9% 80.1%
C (iii) Period of all refunds/ from the date of resolution
Total number of cases where refund was made in <4 weeks 97.2% NR 98.6% 0.0% 96.2% 97.4% 75.4%
Total number of cases where refund was made in <5 weeks 2.8% NR 1.4% 0.0% 3.8% 2.6% 9.6%
Total number of cases where refund was made in <6 weeks 0.0% NR 0.0% 0.0% 0.0% 0.0% 5.6%
Network and POI Congestion related parameters
D(I) Paging Channel Establishment success rate 94.6% 100.0% 95.6% NR 92.3% 95.9% NR
D(ii) Traffic Channel Establishment success rate 94.9% 100.0% 98.4% NR 97.7% 97.3% 95.4%
E Global Answer Seizure Ratio Incoming 74.0% 50.0% 78.5% 59.8% 76.4% 81.0% 41.7% Outgoing 59.5% 52.4% 62.5% 49.1% 65.9% 59.9% 37.1% Total 64.1% 51.2% 67.8% 53.3% 69.5% 67.1% 38.9%
83
Annex-II CDMA Operators in A Circle
Oct.03- Dec 03
A.P. AP Gujarat Gujarat Karnataka KarnatakaMaharashtra
Maharashtra T.N. TN
S.no Objective parameters RIL TTL RIL TTL RIL TTL TTL RIL RIL TTL Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) 0.791 0.000 0.970 NA 0.608 0.098 NA 0.947 0.917 0.030
A (ii) Fault cleared in 24 hours 98.0% NR 98.0% NA 99.0% 100.0% NA 99.0% 98.1% 100.0%
A (iii) Accumulated down time of community isolation 10.03 hrs.
4.00 hrs.
10.93 hrs. NA 9.25 hrs. 0.00 hrs. NA
9.27 hrs. 0.00 hrs.
6.13 hrs.
Network performance B (I) Call setup success rate Incoming 99.07% NR 98.71% NA 99.32% 98.59% NA 98.73% 98.55% 98.19% Outgoing 98.46% NR 98.45% NA 98.61% 97.95% NA 98.53% 98.38% 98.37% Total 98.68% 97.67% 98.54% NA 98.89% 98.16% NA 98.59% 98.43% 98.32%
B (ii) Service Access Delay 7.15 to
11.06 sec. NR
7.75 to 11.66 sec. NA
7.29 to 11.05 sec. NR NA
6.65 to 10.57 sec.
6.63 to 10.38 sec. NR
B (iii) Call Drop rate 1.00% 0.73% 0.80% NA 0.76% 0.70% NA 0.81% 0.91% 0.45%
B(iv)
% connections with good voice quality (%age connections with FER)
0-2 98.19% 96.46% 97.98% NA 97.61% 89.99% NA 99.10% 98.51% 84.76% 2-4 0.44% 2.80% 1.92% NA 2.29% 6.74% NA 0.64% 1.39% 12.06% More than 4 1.37% 0.70% 0.09% NA 0.10% 3.27% NA 0.26% 0.11% 3.17%
84
A CIRCLES (CONTD.)
A.P. AP Gujarat Gujarat Karnataka KarnatakaMaharashtra
Maharashtra T.N. TN
S.no Objective parameters RIL TTL RIL TTL RIL TTL TTL RIL RIL TTL Billing complaints
C(I) Billing complaints per 100 bills issued 0.10% NR 0.18% NA 0.10% 0.18% NA 0.17% 0.11% 0.06%
C (ii) %age of billing complaints resolved within 4 weeks 95.0% NR 99.0% NA 98.6% 96.0% NA 98.9% 95.9% 100.0%
C (iii) Period of all refunds/ from the date of resolution
Total number of cases where refund was made in <4 weeks 96.5% NR 96.0% NA 97.0% 100.0% NA 97.4% 97.2% NR
Total number of cases where refund was made in <5 weeks 2.5% NR 4.0% NA 3.0% 0.0% NA 2.6% 2.8% NR
Total number of cases where refund was made in <6 weeks 1.0% NR 0.0% NA 0.0% 0.0% NA 0.0% 0.0% NR
Network and POI Congestion related parameters
D(I) Paging Channel Establishment success rate 93.1% NR 92.4% NA 92.4% 100.0% NA 92.8% 87.9% 100.0%
D(ii) Traffic Channel Establishment success rate 98.2% NR 97.7% NA 98.3% 100.0% NA 98.1% 96.7% 99.9%
E Global Answer Seizure Ratio Incoming 74.7% 99.9% 77.3% NA 72.6% 55.6% NA 71.3% 72.3% 48.0% Outgoing 61.3% 99.6% 66.3% NA 67.5% 49.9% NA 56.8% 56.2% 48.3% Total 66.0% 99.8% 69.9% NA 69.5% 52.5% NA 61.4% 61.2% 48.2%
85
Annex-III CDMA Operators in B Circle
Oct.03- Dec 03 Oct.03- Dec 03A.2.3 B CIRCLES Oct.03- Dec 03 Haryana Kerala M.P. Punjab Rajasthan U.P.(E) U.P.(W) W.B. S.no Objective parameters RIL RIL RIL RIL RIL Reliance Reliance Reliance Fault Incidence & repair
A (I) Fault incidences (per100 subscribers/ month) 2.867 0.821 0.970 1.008 0.955 1.344 1.920 2.859
A (ii) Fault cleared in 24 hours 98.1% 98.0% 98.1% 99.0% 98.1% 98.0% 98.1% 98.1%
A (iii) Accumulated down time of community isolation 3.00 hrs. 0.00 hrs.
0.00 hrs. 2.48 hrs. 3.75 hrs. 1.97 hrs. 7.12 hrs. 0.00 hrs.
Network performance B (I) Call setup success rate Incoming 98.81% 98.63% 99.36% 98.61% 98.93% 99.08% 99.27% 99.23% Outgoing 98.59% 98.39% 98.49% 98.45% 98.60% 98.47% 98.49% 98.55% Total 98.65% 98.48% 98.83% 98.50% 98.70% 98.62% 98.72% 98.76%
B (ii) Service Access Delay NR
7.48 to 11.39 sec. NR
6.29 to 10.24 sec.
6.5 to 10.42 sec.
7.25 to 11.16 sec.
7.04 to 10.96 sec.
6.49 to 10.41 sec.
B (iii) Call Drop rate 0.75% 0.99% 0.53% 0.66% 0.59% 1.25% 0.75% 1.18%
B(iv)
% connections with good voice quality (%age connections with FER)
0-2 98.05% 99.20% 94.56% 98.54% 97.84% 95.91% 91.76% 96.67% 2-4 1.95% 0.76% 4.97% 0.97% 2.11% 4.06% 6.99% 3.27% More than 4 0.00% 0.04% 0.47% 0.48% 0.05% 0.03% 1.25% 0.06%
86
B CIRCLES (CONTD.) Haryana Kerala M.P. Punjab Rajasthan U.P.(E) U.P.(W) W.B. S.no Objective parameters RIL RIL RIL RIL RIL Reliance Reliance Reliance Billing complaints
C(I) Billing complaints per 100 bills issued 0.13% 0.14% 0.12% 0.10% 0.10% 0.10% 0.11% 0.22%
C (ii) %age of billing complaints resolved within 4 weeks 97.8% 97.0% 98.8% 97.4% 98.4% 98.9% 97.3% 96.6%
C (iii) Period of all refunds/ from the date of resolution
Total number of cases where refund was made in <4 weeks 100.0% 100.0% 97.9% 92.9% 95.5% 100.0% 87.5% 96.2%
Total number of cases where refund was made in <5 weeks 0.0% 0.0% 2.1% 7.1% 4.5% 0.0% 12.5% 3.8%
Total number of cases where refund was made in <6 weeks 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0% 0.0%
Network and POI Congestion related parameters
D(I) Paging Channel Establishment success rate 88.5% 86.6% 90.7% 91.3% 91.1% 88.2% 91.4% 89.0%
D(ii) Traffic Channel Establishment success rate 98.0% 97.5% 98.8% 97.7% 98.3% 97.6% 98.5% 97.5%
E Global Answer Seizure Ratio Incoming 72.2% 72.1% 77.9% 74.2% 75.1% 69.0% 72.0% 71.0% Outgoing 52.8% 64.9% 64.2% 59.1% 54.9% 51.3% 56.1% 62.6% Total 57.9% 67.4% 69.4% 63.8% 61.3% 55.8% 60.8% 65.1%
87
Annex-IV CDMA Operators in C Circle
Oct.03- Dec 03 A.2.4 C CIRCLES Bihar Orissa S.no Objective parameters Reliance Reliance Fault Incidence & repair A (I) Fault incidences (per100 subscribers/ month) 2.792 1.271 A (ii) Fault cleared in 24 hours 98.0% 98.1% A (iii) Accumulated down time of community isolation 0.00 hrs. 0.00 hrs. Network performance B (I) Call setup success rate Incoming 98.92% 98.38% Outgoing 98.45% 98.61% Total 98.59% 98.55%
B (ii) Service Access Delay 6.45 to 10.37 sec.7.65 to 11.47
sec. B (iii) Call Drop rate 1.66% 0.88% B(iv) % connections with good voice quality (%age connections with FER) 0-2 93.83% 92.62% 2-4 5.93% 7.38% More than 4 0.37% 0.00% Billing complaints C(I) Billing complaints per 100 bills issued 0.08% 0.12% C (ii) %age of billing complaints resolved within 4 weeks 97.1% 97.0% C (iii) Period of all refunds/ from the date of resolution Total number of cases where refund was made in <4 weeks 100.0% 100.0% Total number of cases where refund was made in <5 weeks 0.0% 0.0% Total number of cases where refund was made in <6 weeks 0.0% 0.0% Network and POI Congestion related parameters D(I) Paging Channel Establishment success rate 87.4% 87.6% D(ii) Traffic Channel Establishment success rate 98.2% 98.2% E Global Answer Seizure Ratio Incoming 72.2% 75.7% Outgoing 59.6% 59.4% Total 63.3% 64.2%
88
Annex-V
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH SER
VIC
E PRO
VISIO
N – C
DM
A SER
VIC
ES O
ct.’03-Dec.’03
92%
92%
89%
97%
96%
93%
91%
94%
97%
96%
95%
91%
94%
84%
97%
93%
89%
85%
90%
92%
88%
91%
92%
94%
96%
91%
92%
91%
93%
75%
80%
85%
90%
95%
100%Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
M’rastra-Tata
TN-Reliance
Haryana-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Jharkhand -Reliance
Orissa -Reliance
89
Annex-V
I C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
NETW
OR
K PER
FOR
MA
NC
E, RELIA
BILITY
AN
D A
VA
ILAB
ILITY –
CD
MA
SERV
ICES
Oct.’03-D
ec.’03
81%
82%
71%
89%
88%
85%
84%
87%
93%
90%
92%
67%
91%
92%
84%
85%
69%
80%
71%
84%
83%
81%
83%
84%
88%
56%
84%
68%
81%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
M’rastra-Tata
TN-Reliance
Haryana-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Jharkhand -Reliance
Orissa -Reliance
90
Annex-V
II C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
MA
INTA
INA
BILITY
– CD
MA
SERV
ICES
Oct.’03-D
ec.’03
81%
83%
53%
86%
84%
84%
83%
85%
64%
85%
93%
65%
91%
70%
54%
70%
76%
71%
63%
81%
77%
68%
82%
73%
70%
67%
76%
90%
71%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
M’rastra-Tata
TN-Reliance
Haryana-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Jharkhand -Reliance
Orissa -Reliance
91
A
nnex-VIII
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH H
ELP SERV
ICES – C
DM
A SER
VIC
ES O
ct.’03-Dec.’03
83%
77%
63%
89%
84%
88%
88%
87%
93%
90%
92%
70%
92%
90%
78%
82%
75%
71%
85%
83%
84%
86%
73%
83%
93%
79%
86%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
TN-Reliance
Haryana-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Orissa -Reliance
92
A
nnex-IX
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH B
ILLING
– CD
MA
SERV
ICES
Oct.’03-D
ec.’03
68%
70%
38%
76%
75%
76%
88%
75%
86%
77%
88%
62%
86%
85%
67%
61%
71%
66%
53%
72%
68%
83%
61%
69%
69%
56%
62%
31%
56%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
M’rastra-Tata
TN-Reliance
Haryana-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Jharkhand -Reliance
Orissa -Reliance
93
Annex-X
C
USTO
MER
SUR
VEY
SCO
RES O
N SA
TISFAC
TION
WITH
SUPPLIM
ENTA
RY
SERV
ICE – C
DM
A SER
VIC
ES O
ct.’03-Sept.’03
78%
78%
78%
91%
93%
89%
93%
93%
99%
97%
96%
94%
100%
79%
82%
80%
76%
85%
90%
92%
62%
88%
88%
100%
89%
93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
TN-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Orissa -Reliance
94
A
nnex-XI
CU
STOM
ER SU
RV
EY SC
OR
ES ON
SATISFA
CTIO
N W
ITH O
VER
ALL SER
VIC
E – CD
MA
SERV
ICES
Oct.’03-D
ec.’03
78%
78%
60%
83%
84%
82%
88%
85%
93%
79%
89%
67%
94%
90%
69%
68%
67%
72%
56%
72%
72%
78%
64%
73%
74%
60%
80%
60%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Chennai Reliance
Chennai Tata
Kolkatta-Reliance
Delhi-Reliance
Delhi-TTL
Mumbai-Reliance
Mumbai-Tata
AP - Reliance
AP-Tata
Gujarat-Reliance
Gujarat-Tata
K’taka-Reliance
K’taka-Tata
M’rastra-Reliance
M’rastra-Tata
TN-Reliance
Haryana-Reliance
Kerela-Reliance
MP-Reliance
Punjab-Reliance
R’sthan-Reliance
R’sthan -STL
UP(East)-Reliance
UP(West)-Reliance
Uttranchal -Reliance
West Bengal -Reliance
Bihar -Reliance
Jharkhand -Reliance
Orissa -Reliance
