V&D-CMR Enterprise Satisfaction Survey 2013

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MISSION CRITICAL / 52

OFFBEAT / 79

` 75

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

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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

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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