State of Mobile Service in India – TRAI Findings

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In: Mobile, Telecom

TRAIThe Telecom Regulator delegated the job of evaluating QoS of Mobile service providers to TUV South Asia. Here are the excerpts of the 182 page report released by TRAI [PDF]

Drive Test: Parameters – Call Drop, Setup and Voice Quality.In Metro Circles, MTNL is the worst performer failing to meet any of the benchmark criteria and 6 other operators of 22 (i.e 27.28%) – Bharti, BSNL, Tata, Idea, Reliance, RISL didn’t meet one of the benchmark parameters. Similar trend ~25% of operators are not meeting the benchmark criteria, was observed in all the remaining circles.

Point of Interconnect Test: Inter operator calls were made to verify POI. BSNL is the worst perfomer with POI congestion problems with 34 operators out of 109. Reliance Infocomm the best with POI congestion reported only with 22 operators.

Help Line Test: Percentage of calls answered by operator within 60 and 90 seconds is met by only 63.2% and 70.4% of operators respectively. The rest put consumers on Wait!

Billing: 85.71% of the operators meet the billing benchmarks in pre-paid segment. In post-paid, only 63.87% of operators have achieved satisfaction level of >90%.

The lowest overall customer satisfaction is with BSNL Kolkatta followed by Tata-Mumbai amongst metros. In circle “A” BSNL Gujarat is once again the worst performer. In circle “B”, operators are doing the best in Punjab, the only state where results are close to benchmark. Circle “C” is a nightmare. The satisfaction level is at the least.

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4 Comments


  2. Organisations mis use short code SMS services. Public at large do not have an idea that they are charged Rs.3/p per SMS.

    TRAI should enforce this clause more aggressively in the interest of the public. Is there any forum / system to bring this to TRAI’s notice ?


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