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VOL 20 ISSUE 4 April 2013
VOICE&DATA
Q&A: Robert Sewell head, tech solutions, Aircel
The Business of Communications
Voice&Data-CMR
VOICE&DATA-CMR: ENTERPRISE SATISFACTION SURVEY
Enterprise A I Satisfaction Survey D
E M Y R T E R B E Y P C O R P
For the 520 enterprises surveyed, Tata Comm outperforms all others in terms of providing overall satisfaction in communication services Overall Enterprise Satisfaction (%)
86.09
83.72
83.65
82.67
82.55
82.1
80.12
83.63
Tata Comm
TTSL
MTNL
Bharti Airtel
Tulip
Reliance Comm
BSNL
Others
Reliance Jio
APRIL 2013
Treading Cautiously
Technology issues, delay in signing network sharing agreements, non-finalization of device agreement, etc, are some of the reasons stalling the BWA launch by RJI 84 pages including cover
Special subscription offer on Page 72
C OV E R S T O RY
Voice&Data‑CMR
Enterprise Satis f A I
D E M Y R T E R B E Y P C O R P Tata Communications leads the race followed by Tata Teleservices and MTNL
Voice&Data and CyberMedia Research undertook the Enterprise Satisfaction Survey after a long time as all service providers are actively looking at the enterprise market in a big way. The focus of this survey was to gauge satisfaction level of large and medium enterprises with respect to communication services. In total we have surveyed 520 large and medium companies and covered all types of services—ISDN, VSAT, domestic leased line, IPLC, VPN, IP-centrex, mobile applications and others. Enterprise satisfaction was rated on parameters: pre-implementation, implementation, network quality, after sales support, customer care, billing services and service level agreement (SLA). The enterprise survey gives a true rating of service providers’ satisfaction level and how they have fared in all the parameters.
Survey Methodology
To benchmark the quality of services provided by Indian telecom operators, Voice&Data, along with CyberMedia Research, undertook the study to find out the satisfaction level of enterprise users w.r.t. services offered by operators. The services considered included: ISDN, VoIP, PSTN, DSL, VSAT, domestic leased line, cable modem, Metro ethernet, IPLCs, VPN, wireless LAN, audio/ video/web conferencing, IP fax, IP centrex, mobile applications and others. In total 520 companies were covered from industry verticals like automobiles, consumer electronics, FMCG, IT/ITES, heavy engineering & mining, energy, oil & gas, banking & insur-
Vertical-wise Break-up Automobiles 6%
Retail 8%
IT / ITeS 15%
Hospitality 6% Healthcare 10% Heavy Engineering & Mining 13%
36 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
City-wise Break-up
Consumer Electronics 8%
Pune 7%
Ahmedabad Hyderabad 4% 3%
Chennai 11%
FMCG 11%
Banking & Insurance 9%
Financial Services 7%
Delhi 30%
Bangalore 13% Mumbai 15%
Kolkata 18%
Energy, Oil & Gas 8%
Base: 520
Source: Voice&Data-CMR
s faction Survey
A I
D E M Y R T E R B E Y P C O R P Enterprise Break-up
Revenue
Employee
Greater than equal to `5,000 Less than crores `200 crores `2,000-4,999 7% 4% crores 4%
Less than 100 3%
4000 and above 14%
`1,000 to 1,999 crores 22%
`200 to 499 crores 36%
2000 to 3999 13%
1000 to 1999 22%
`500 to 999 crores 28%
Base: 520
100to249 9%
250 to 499 16%
500 to 999 23%
Source: Voice&Data-CMR
ance, financial services, health care & hospitality, and retail. The survey focused on the top 8 cities of India as head offices of most of the companies are located in these cities. The cities: Delhi, Kolkata, Mumbai, Bangalore, Chennai, Pune, Ahmedabad, and Hyderabad. In terms of service providers we covered those companies who are primary service providers for communication services to corporates and who provide a complete bouquet of services. Providers include: Bharti, BSNL, Reliance Communications, Tata Teleservices, Tata Communications, MTNL and Tulip. In order to ensure the coverage of those companies who spend high
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 37
C OV E R S T O RY
Top Five Currently Used Telecom Services a per Vertical Overall
Automobiles
Banking & Insurance
Consumer Electronics
Energy, Oil & Gas
Financial Services
Domestic leased line - Local
1
2
1
2
1
1
DSL
2
5
2
1
1
Wireless LAN
4
5
4
Mobile e-mail/applications
3
3
5
4
3
VPN - MPLS
5
4
3
A I 2
D E M Y R T E R B E Y P C O R P Domestic leased line NLD Audio/Web/Video conferencing
4
3
4
4
5
1
3
Cable modem
Number depicts the rank of the technologies in terms of current usage
on telecom services, majority of the companies covered have a turnover of more than `500 crore. Similarly, around three-fourth of the companies covered have an employee size of more than 500. In each company senior officials in the IT/Systems department were interviewed using a structured questionnaire. The questionnaires covered different parameters in relation to services of different service providers on which satisfaction of the respondent was captured on 5-point scale. The satisfaction level was checked for pre-implementation process, implementation process, network Quality, after sales support, customer care, billing, and SLAs.
Company Type
Status
Public Sector Government Undertaking Department/Ministries 7% 1%
No. of Branches
Trust 1%
1 4%
Multinational/ Wholly owned foreign subsidiary 8%
38 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
>20 18%
2 9% 3 12%
10-20 12% Indian Private Company 83%
4 15%
7-10 16% 6 7%
Base: 520
5 7%
Source: Voice&Data-CMR
FMCG
Healthcare
Heavy Engg. & Mining
Hospitality
IT/ITeS
Retail
3
1
1
1
1
1
1
2
2
5
3
2
4
1
5
3
3
3
2
4
5
A I
Top 5 telecom services across verticals are: Domestic Leased Line (Local), DSL, Mobile e-mail/ applications, WLAN and VPN-MPLS
D E M Y R T E R B E Y P C O R P 2
3
4
4
5
5
5
4
3
5
Source: Voice&Data-CMR
Others 13%
Tulip 6%
Bharti Airtel 20%
MTNL 7%
BSNL 16%
Tata Communications 11%
Tata Teleservices 12%
Reliance Comm 15%
Source: Voice&Data-CMR
Operators Covered
Others include Vodafone, Sify, Aircel, Idea, MTS, AT&T, BT, and others. All above service providers are primary telecom service providers in respective orgainzations
Base: 520
Mean score analysis was done on scores collected from all the respondents on all the parameters. That mean scores were derived on each of the parameters and sub-parameters for each of the service providers. For ease in understanding, the derived mean score was multiplied by 20 to convert into a 100 point scale. Indexes were developed for each broad parameter by computing the weighted average of scores of all the sub-parameters under them. Weights of each sub-parameter was derived by running multiple regression between satisfaction score of any broad parameter and satisfaction scores of respective sub-parameters considering broad parameter as dependent variable and sub-
parameters as independent variables. Similarly, overall index was developed by computing the weighted average of scores of all the broad parameters. The survey was carried out in the December 2012- March 2013 time frame and focused on 8 cities. Voice&Data focused on large and medium companies across different industry verticals. The satisfaction level was measured with respect to 7 parameters and then overall satisfaction was measured for all large service providers. Some of the service providers have been omitted as they have recently started offering enterprise services or are not offering complete bouquet of communication services to enterprise users.
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 39
C OV E R S T O RY
Pre-implementation Satisfaction Pre-implementation Satisfaction Index
Pre-Implementation Weightage
82.58
Overall
20%
86.42
Tata Communications
22%
84.18
Tata Teleservices
8% 83.13
MTNL
A I 15%
16%
D E M Y R T E R B E Y P C O R P Bharti Airtel
82.33
Tulip
82.14
19%
82.01
Reliance Communications
BSNL
Functional and technical understanding of account support team
79.87
Requirement mapping and analysis
82.2
Others
Solution ďŹ t assessment
Score out of 100
DeďŹ ning scope and sizing of solution
Knowledge and skills of account support team
Tata Communications is number one followed by Tata Teleservices and MTNL. Tata Communications has outscored others in terms of requirement mapping, solution fit assessment, scope and sizing, knowledge skills and network design
Network design suggested
Source: Voice&Data-CMR
Implementation Satisfaction
Implementation Satisfaction Index
Implementation Weightage
81.18
Overall
84.12
Tata Communications
23%
30%
82.91
Tata Teleservices
MTNL
82.34
Bharti Airtel
82.33
Reliance Communications
80.29
Tulip
80.18
10%
20%
17%
Functional and technical understanding of the team BSNL Others
78.08
Suggested right hybrid (mix) of service(s) 80.3
Delivery within committed time Score out of 100
Service provider exactly meeting your needs Overall cost of the service
Tata Communications is the numero uno followed by Tata Teleservices, MTNL and Bharti Airtel. The company has done well in suggesting right mix and meeting the needs of enterprise users 40 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
Source: Voice&Data-CMR
Network Quality Satisfaction Network Quality Satisfaction Index
Network Quality Weightage
84.14
Overall
88.24
Tata Communications
27%
23%
85.41
MTNL
84.6
Tata Teleservices
A I 10%
2% 10%
D E M Y R T E R B E Y P C O R P 84.52
Tulip
16%
12%
83.84
Bharti Airtel
Reliance Communications
82.98
Functioning of the network design
BSNL
80.66
Dierent types of user access connections Committed bandwidth
85.3
Others
Score out of 100
Overall connection throughput
SpeciďŹ c equipments and software
Tata Communications leads the table followed by MTNL, Tata Teleservices and Tulip. Tata Comm leads in connection throughput, user access connection and back-up guarantees
Type of backup guarantees & solutions implemented Network management report generated
Source: Voice&Data-CMR
After Sales Support Satisfaction
After Sales Support Weightage
After Sales Support Satisfaction Index 83.29
Overall
13%
87.27
Tata Communications
84.28
MTNL
83.43
Bharti Airtel
20%
13%
12%
83.1
Tulip
82.33
Reliance Communications
Others
16%
83.59
Tata Teleservices
BSNL
26%
79.03 85.2
Score out of 100
Tata Communications has outperformed others followed by MTNL, Tata Teleservices and Bharti Airtel. The company has done well others in providing satisfactory repair and replacement services, turnaround time, stock level replacement and warranty experience
Availability and competence of account managers/helpdesk services Ability to provide satisfactory repair and replacement services Turnaround time Presence of vendor's service centre in locality/city/region Good stock level for replacement Experience of warranty
Source: Voice&Data-CMR
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 41
C OV E R S T O RY
Customer Care Satisfaction Customer Care Satisfaction Index
Customer Care Weightage
83.17
Overall
85.32
Tata Communications
84.97
Tata Teleservices
The ease in access 20%
The professionalism of CCE 30%
84.01
Bharti Airtel
A I
The understanding of CCE (Customer Care Executive) 31%
D E M Y R T E R B E Y P C O R P Reliance Communications
83.11
Tulip
82.99
BSNL
MTNL
The problem resolution by CCE 19%
79.94
79.59
84.3
Others
Score out of 100
Customer care segment sees a close fight. Tata Communications leads followed by Tata Teleservices and Bharti Airtel. Tata Comm leads in ease of access, Bharti Airtel in understanding of customer care executive (CCE) and Tata Teleservices in problem resolution by CCE
Source: Voice&Data-CMR
Billing Services Satisfaction
Billing Services Satisfaction Index
84.11
Overall
84.95
Tata Teleservices
Tulip
84.2
Reliance Communications
84.09
Tata Communications
84.07
Billing clarity 35%
Regularity of receiving bill 17%
83.47
Bharti Airtel
Others
Accuracy of billing 33%
84.66
MTNL
BSNL
Billing Services Weightage
82.81
Score out of 100
Billing transparency 6%
Amount of bill 9%
85.5
Tata Teleservices is the number one player followed by MTNL and Tulip. In subparameters the leaders are Tulip, Tata Teleservices and Tata Communications 42 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
Source: Voice&Data-CMR
SLA Satisfaction SLA Satisfaction Index
SLA Weightage
81.86
Overall
11% 84.74
Tata Communications
20% 10%
83.86
MTNL
A I 7%
4%
81.53
Tata Teleservices
2%
2%
13%
11%
D E M Y R T E R B E Y P C O R P Tulip
80.86
Bharti Airtel
80.72
15%
3%
80.61
Reliance Communications
2%
Comprehensiveness of the current SLAs in place
BSNL
80.39
Overall achievement of current SLAs in place Backup guarantee
83.1
Others
Score out of 100
Committed bandwidth
Connection throughput
Maximum no. of outage
Maximum no. of repeat trouble incidences Mean time between failures Mean time to repair
In service level agreement (SLA), Tata Communications leads the table followed by MTNL and Tata Teleservices. In sub-parameters the leaders are: Bharti Airtel, Tata Communications and MTNL
Network availability/uptime On site support
Preventive maintenance
Source: Voice&Data-CMR
SLA Satisfaction
Minimum Outage
Committed Bandwidth
82.3
Overall
80.7
Reliance Communications
Bharti Airtel
Tata Teleservices
BSNL
Overall
Reliance Communications
80.3
Bharti Airtel
81.4
BSNL
85.3
MTNL Tulip
77
80.5
77.2
84.7
MTNL Tulip
81.4 87.2
Tata Communications Others
78.6
Tata Teleservices
80.6
80.1
Tata Communications Others
83.7 Score out of 100
Tata Communications leads followed by MTNL
80.7 84.1 81.4 Score out of 100
MTNL leads followed by Tata Communications Source: Voice&Data-CMR
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 43
C OV E R S T O RY
SLA Satisfaction Network Availability/Uptime
Mean Time Between Failures Overall
81.9
Overall
Reliance Communications
81.4
Reliance Communications
Bharti Airtel
79.1
81.7 80.4 78.8
Bharti Airtel
Tata Teleservices
80
Tata Teleservices
BSNL
80
BSNL
80 78.3
A I
D E M Y R T E R B E Y P C O R P Tulip
Tulip
78.6
Tata Communications
Others
MTNL
86.7
MTNL
88.4
82.1
Tata Communications
Others
83.1
87.3
87.7
82.7
Score out of 100
Score out of 100
Tata Communications is no. 1 followed by MTNL and Reliance Communications
Tata Communications is no. 1 followed by MTNL and Tulip Source: Voice&Data-CMR
Telecom Spend Break-up
Bharti Airtel
BSNL
17%
Reliance Communications
13%
10%
Tata Teleservices
Tata Communications
9%
MTNL
Tulip
19%
7%
5%
Others
Bharti has the largest share in terms of telecom spend followed by BSNL and Reliance Communications 44 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
19%
Source: Voice&Data-CMR
Overall Enterprise Satisfaction Overall Satisfaction
82.9
Tata Communications
86.09
Tata Teleservices
83.72
A I
D E M Y R T E R B E Y P C O R P 83.65
MTNL
Bharti Airtel
82.67
Tulip
82.55
82.1
Reliance Communications
80.12
BSNL
83.63
Others
Score out of 100
Enterprise Satisfaction Weightage
In terms of overall enterprise satisfaction survey, Tata Comm is a leader. The company has outperformed others in all parameters except billing services. Tata Teleservices, part of the Tata Group, is second followed by MTNL which is a major surprise as people always question PSU’s ability to provide quality services to enterprise users
Pre-Implementation Stage
18%
28%
Implementation Stage Network Quality
9%
After Sales Support
7%
7%
Customer Care Billing Services
14%
17%
SLA
Base: 520 Source: Voice&Data-CMR
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 45
C OV E R S T O RY
Top Five Telecom Services to be Adopted in Future Overall
Automobiles
Banking & Insurance
Consumer Electronics
Energy, Oil & Gas
Financial Services
Audio/Web/Video conferencing
1
1
1
2
4
1
Wireless LAN
2
4
1
5
Mobile e-mail/ applications
3
5
1
A I
D E M Y R T E R B E Y P C O R P Domestic leased line Local
4
3
VPN - IP
5
5
VPN - MPLS
5
2
3
5
2
5
3
4 1
Domestic Leased Line NLD Web Hosting V-SAT DSL
1
4
3
4
2
Number depicts the rank of the technologies in terms future adoption
Image of Indian Telecom Service Providers
Overall
Reliance Communications
Bharti Airtel
One of the best companies in telecom services
86.80
85.75
88.51
Company that takes care of its customers’ requirement
85.64
82.50
88.12
Easy to interact with
83.55
82.50
81.58
Functions transparently
82.63
81.50
83.37
Process oriented company
83.01
82.50
83.37
Company that one can trust
86.29
85.00
86.53
Company with adequate infrastructure & modern equipment and technology to execute
85.98
85.50
84.95
Company having skilled competent resources to handle client requirements
84.36
83.00
83.37
Works cohesively as one team with Primary service provider
83.36
81.75
82.18
Overall rating
84.62
83.33
84.66
46 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
Healthcare
Heavy Engg. & Mining
Hospitality
IT/ITeS
Retail
1
1
1
1
5
5
3
3
3
2
3
2
2
4
5
FMCG
2
Top 5 telecom services to be adopted by companies in future are: audio/ video conferencing, WLAN, mobile e-mail/ applications, DLDlocal, VPN-IP and VPN-MPLS
A I
D E M Y R T E R B E Y P C O R P 1
2
5
3
1
5
2
5
4
3
4
4
4
4 5
Source: Voice&Data-CMR
Tata Teleservices
BSNL
MTNL
Tulip
Tata Communications
Others
86.77
83.70
82.78
85.63
89.64
89.43
86.77
83.46
81.67
86.25
87.86
87.14
86.77
80.00
83.33
83.13
88.57
85.14
83.87
78.27
81.11
81.25
88.57
83.43
81.94
78.77
83.89
83.13
88.93
83.71
85.16
84.20
85.56
85.63
87.50
90.57
86.77
83.21
88.33
83.13
90.00
87.43
85.16
83.21
84.44
81.25
89.64
85.14
83.55
80.74
83.89
83.13
88.21
85.71
85.20
81.73
83.89
83.61
88.77
86.41
In terms of overall image, Tata Communications leads the table in all parameters except one ie taking care of its customer requirement
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 47