v&d-cmr enterprise satisfaction survey 2013
DESCRIPTION
For the 520 entrerprises surveyed, Tata Comm outperforms all others in terms of providing overall satisfaction in communication servicesTRANSCRIPT
VO
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ATA
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: EN
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PR
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MISSION CRITICAL / 52 OFFBEAT / 79 ` 75
Q&A: Robert Sewell head, tech solutions, Aircel
The Business of Communications
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.com VOL 20 ISSUE 4 April 2013
Overall Enterprise Satisfaction (%)
For the 520 enterprises surveyed, Tata Comm outperforms all others in terms of providing overall satisfaction in communication services
EnterpriseSatisfaction Survey
Voice&Data-CMR
84 pages including cover
TataComm
86.09 83.72 83.65 82.67 82.55 82.1 80.12 83.63
TTSL MTNL BhartiAirtel
Tulip RelianceComm
BSNL Others
Special subscription offer on Page 72
Treading Cautiously
Reliance Jio
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
CYBERMEDIA
PROPERTY
C O V E R S T O R Y
Enterprise Satis faction SurveyVoice&Data‑CMR
Base: 520 Source: Voice&Data-CMR
City-wise Break-up
Delhi30%
Kolkata18%
Mumbai15%
Bangalore13%
Chennai11%
Pune7%
Ahmedabad4%
Hyderabad3%
Vertical-wise Break-up
Consumer Electronics
8%
FMCG11%
Banking & Insurance
9%
Financial Services
7%
Energy, Oil & Gas8%
HeavyEngineering &
Mining13%
Healthcare10%
Hospitality6%
IT / ITeS15%
Retail8%
Automobiles6%
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 en-terprise 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 cov-ered from industry verticals like auto-mobiles, consumer electronics, FMCG, IT/ITES, heavy engineering & mining, energy, oil & gas, banking & insur-
Voice&Data and CyberMedia Research undertook the Enterprise Satisfaction Survey after a long time as all service providers are actively looking at the en-terprise 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, imple-mentation, 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.
Tata Communications leads the race followed by Tata Teleservices and MTNL
36 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
CYBERMEDIA
PROPERTY
Enterprise Satis faction Survey
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 com-munication 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
Enterprise Break-up
Employee
Base: 520
Revenue
`200 to 499crores36%
`500 to 999crores28%
`1,000 to1,999 crores
22%
Less than `200 crores
4%`2,000-4,999crores
4%
Greater thanequal to `5,000
crores7%
250 to 49916%
100to2499%
500 to 99923%
1000 to 199922%
2000 to 399913%
Less than 1003%
4000 andabove14%
Source: Voice&Data-CMR
A CyberMedia Publication | voicendata.com | APRIL 2013 | VOICE&DATA | 37
CYBERMEDIA
PROPERTY
C O V E R S T O R Y
Base: 520
No. of Branches
on telecom services, majority of the companies covered have a turnover of more than `500 crore. Similarly, around three-fourth of the compa-nies covered have an employee size of more than 500. In each company senior officials in the IT/Systems de-partment 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, im-plementation process, network Qual-ity, after sales support, customer care, billing, and SLAs.
Company Type
Indian Private Company
83%
Trust1%
Multinational/Wholly owned
foreign subsidiary8%
Government Department/Ministries
1%
Public Sector Undertaking
7%
14%
29%
312%
415%
57%
67%
7-1016%
10-2012%
>2018%
Status
Top Five Currently Used Telecom Services a per Vertical
Overall AutomobilesBanking & Insurance
Consumer Electronics
Energy, Oil & Gas
Financial Services
FMCG HealthcareHeavy Engg.
& MiningHospitality IT/ITeS Retail
Domestic leasedline - Local
1 2 1 2 1 1 3 1 1 1 1 1
DSL 2 5 2 1 1 2 1 2 2 5 3 2
Wireless LAN 4 5 4 5 4 1 5 3
Mobile e-mail/applications 3 3 5 4 3 4 2 3 3 3 2 4
VPN - MPLS 5 4 3 4 4 4 5
Domestic leased line - NLD
4 3 5
Audio/Web/Video conferencing
1 3 5 5 4 3
Cable modem 5
Number depicts the rank of the technologies in terms of current usage Source: Voice&Data-CMR
Source: Voice&Data-CMR
38 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
CYBERMEDIA
PROPERTY
Operators Covered
Base: 520
Bharti Airtel20%
BSNL16%
RelianceComm
15%
Tata Teleservices
12%
Tata Communications
11%
MTNL7%
Tulip6%
Others13%
Mean score analysis was done on scores collected from all the respond-ents 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 param-eter and satisfaction scores of respective sub-parameters considering broad pa-rameter as dependent variable and sub-
Top 5 telecom
services across
verticals are:
Domestic Leased
Line (Local), DSL,
Mobile e-mail/
applications, WLAN
and VPN-MPLS
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.
Top Five Currently Used Telecom Services a per Vertical
Overall AutomobilesBanking & Insurance
Consumer Electronics
Energy, Oil & Gas
Financial Services
FMCG HealthcareHeavy Engg.
& MiningHospitality IT/ITeS Retail
Domestic leasedline - Local
1 2 1 2 1 1 3 1 1 1 1 1
DSL 2 5 2 1 1 2 1 2 2 5 3 2
Wireless LAN 4 5 4 5 4 1 5 3
Mobile e-mail/applications 3 3 5 4 3 4 2 3 3 3 2 4
VPN - MPLS 5 4 3 4 4 4 5
Domestic leased line - NLD
4 3 5
Audio/Web/Video conferencing
1 3 5 5 4 3
Cable modem 5
Number depicts the rank of the technologies in terms of current usage Source: Voice&Data-CMR
Others include Vodafone, Sify, Aircel, Idea, MTS, AT&T, BT, and others. All above service providers are primary telecom service providers in respective orgainzations
Sour
ce: V
oice
&Da
ta-C
MR
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CYBERMEDIA
PROPERTY
C O V E R S T O R Y
Functional and technical understanding of account support team
22%20%
15%
19%
16%
8%
Requirement mapping and analysis
Solution fit assessment
Defining scope and sizing of solution
Knowledge and skills of account support team
Network design suggested
30%23%
17%20%
10%
Functional and technical understanding of the team
Suggested right hybrid (mix) of service(s)
Delivery within committed time
Service provider exactly meeting your needs
Overall cost of the service
Pre-Implementation Weightage
Implementation Weightage
Overall
Tata Communications
Tata Teleservices
MTNL
Bharti Airtel
Tulip
Reliance Communications
BSNL
Others
82.58
86.42
84.18
83.13
82.33
82.14
82.01
82.2
79.87
Score out of 100
Pre-implementation Satisfaction Index
Pre-implementation Satisfaction
Implementation Satisfaction
Implementation Satisfaction Index
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
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
Overall
Tata Communications
Tata Teleservices
MTNL
Bharti Airtel
Reliance Communications
Tulip
BSNL
Others
81.18
84.12
82.91
82.34
82.33
80.29
80.18
80.3
78.08
Score out of 100
Source: Voice&Data-CMR
Source: Voice&Data-CMR
40 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
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PROPERTY
23%
10%
27%
16%12%
10%
2%
Functioning of the network design
Different types of user access connections
Committed bandwidth
Overall connection throughput
Specific equipments and software
Type of backup guarantees & solutions implemented
Network management report generated
26%
13%
20%
12%
13%
16%
Availability and competence of account managers/helpdesk servicesAbility 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
Network Quality Weightage
After Sales Support Weightage
Network Quality Satisfaction
After Sales Support Satisfaction
Network Quality Satisfaction Index
After Sales Support Satisfaction Index
Tata Communications leads the table followed by MTNL, Tata Teleser-vices and Tulip. Tata Comm leads in connection throughput, user ac-cess connection and back-up guarantees
Tata Communications has outperformed others followed by MTNL, Tata Teleservices and Bharti Airtel. The company has done well others in provid-ing satisfactory repair and replacement services, turnaround time, stock level replacement and warranty experience
Overall
Tata Communications
MTNL
Tata Teleservices
Tulip
Bharti Airtel
Reliance Communications
BSNL
Others
84.14
88.24
85.41
84.6
84.52
83.84
82.98
85.3
80.66
Score out of 100
Overall
Tata Communications
MTNL
Tata Teleservices
Bharti Airtel
Tulip
Reliance Communications
BSNL
Others
83.29
87.27
84.28
83.59
83.43
83.1
82.33
85.2
79.03
Score out of 100
Source: Voice&Data-CMR
Source: Voice&Data-CMR
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PROPERTY
C O V E R S T O R Y
The ease in access20%
The understanding of CCE (Customer Care Executive)
31%
The professionalism
of CCE30%
The problem resolution by CCE
19%
Billing clarity35%
Billing transparency
6%Amount of bill
9%
Regularity of receiving bill
17%
Accuracy of billing
33%
Customer Care WeightageCustomer Care Satisfaction Index
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 prob-lem resolution by CCE
Overall
Tata Communications
Tata Teleservices
Bharti Airtel
Reliance Communications
Tulip
BSNL
MTNL
Others
83.17
85.32
84.97
84.01
83.11
82.99
79.94
84.3
79.59
Score out of 100
Billing Services Weightage Billing Services Satisfaction Index
Tata Teleservices is the number one player followed by MTNL and Tulip. In sub-parameters the leaders are Tulip, Tata Teleservices and Tata Communications
Overall
Tata Teleservices
MTNL
Tulip
Reliance Communications
Tata Communications
Bharti Airtel
BSNL
Others
84.11
84.95
84.66
84.2
84.09
84.07
83.47
85.5
82.81 Score out of 100
Source: Voice&Data-CMR
Source: Voice&Data-CMR
Customer Care Satisfaction
Billing Services Satisfaction
42 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
CYBERMEDIA
PROPERTY
20%
2%2%
2%
7%
11%
3%
15%
13%
10%
11%
4%
Comprehensiveness of the current SLAs in place
Overall achievement of current SLAs in place
Backup guarantee
Committed bandwidth
Connection throughput
Maximum no. of outage
Maximum no. of repeat trouble incidences
Mean time between failures
Mean time to repair
Network availability/uptime
On site support
Preventive maintenance
SLA WeightageSLA Satisfaction Index
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
Overall
Tata Communications
MTNL
Tata Teleservices
Tulip
Bharti Airtel
Reliance Communications
BSNL
Others
81.86
84.74
83.86
81.53
80.86
80.72
80.61
83.1
80.39
Score out of 100
Source: Voice&Data-CMR
SLA Satisfaction
Minimum Outage
SLA Satisfaction
Committed Bandwidth
Tata Communications leads followed by MTNL MTNL leads followed by Tata Communications
Overall
Reliance Communications
Bharti Airtel
Tata Teleservices
BSNL
MTNL
Tulip
Tata Communications
Others
82.3
80.7
80.3
81.4
80.6
85.3
81.4
83.7
87.2
Score out of 100
Overall
Reliance Communications
Bharti Airtel
Tata Teleservices
BSNL
MTNL
Tulip
Tata Communications
Others
80.1
78.6
77
80.5
77.2
84.7
80.7
81.4
84.1
Score out of 100
Source: Voice&Data-CMR
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CYBERMEDIA
PROPERTY
C O V E R S T O R Y
Telecom Spend Break-up
Bharti has the largest share in terms of telecom spend followed by BSNL and Reliance Communications
Bharti Airtel
BSNL
Reliance Communications
Tata Teleservices
Tata Communications
MTNL
Tulip
Others
17%
13%
10%
9%
7%
5%
19%
19%
Source: Voice&Data-CMR
Network Availability/Uptime
SLA Satisfaction
Mean Time Between Failures
Overall
Reliance Communications
Bharti Airtel
Tata Teleservices
BSNL
MTNL
Tulip
Tata Communications
Others
81.9
81.4
79.1
80
80
86.7
78.6
83.1
88.4
Score out of 100
Overall
Reliance Communications
Bharti Airtel
Tata Teleservices
BSNL
MTNL
Tulip
Tata Communications
Others
81.7
80.4
78.8
80
78.3
87.3
82.1
82.7
87.7
Score out of 100
Source: Voice&Data-CMR
Tata Communications is no. 1 followed by MTNL and Reliance Communications
Tata Communications is no. 1 followed by MTNL and Tulip
44 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
CYBERMEDIA
PROPERTY
Overall Satisfaction
Tata Communications
Tata Teleservices
MTNL
Bharti Airtel
Tulip
Reliance Communications
BSNL
Others
82.9
86.09
83.72
83.65
82.67
82.55
82.1
83.63
80.12
Score out of 100
Overall Enterprise Satisfaction
Enterprise Satisfaction Weightage
Pre-Implementation Stage
Implementation Stage
Network Quality
After Sales Support
Customer Care
Billing Services
SLA
28%
7%
17%14%
7%
9%
18%
Base: 520
Source: Voice&Data-CMR
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
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PROPERTY
C O V E R S T O R Y
Top Five Telecom Services to be Adopted in Future
Overall AutomobilesBanking & Insurance
Consumer Electronics
Energy, Oil & Gas
Financial Services
FMCG HealthcareHeavy
Engg. & Mining
Hospitality IT/ITeS Retail
Audio/Web/Video conferencing
1 1 1 2 4 1 1 1 1 1 5
Wireless LAN 2 4 1 5 5 3 3 3 2 3
Mobile e-mail/ applications
3 5 1 2 2 4 5 2
Domestic leased line - Local
4 3 5 4 1 2 1
VPN - IP 5 5 1 5 5 2 3
VPN - MPLS 5 2 3 3 3 5 4
Domestic Leased Line - NLD
4 4
Web Hosting 5 2 1 4 4
V-SAT 4 5
DSL 3 4 2
Number depicts the rank of the technologies in terms future adoption Source: Voice&Data-CMR
Image of Indian Telecom Service Providers
OverallReliance
CommunicationsBharti Airtel
Tata Teleservices
BSNL MTNL TulipTata
CommunicationsOthers
One of the best companies in telecom services 86.80 85.75 88.51 86.77 83.70 82.78 85.63 89.64 89.43
Company that takes care of its customers’ requirement 85.64 82.50 88.12 86.77 83.46 81.67 86.25 87.86 87.14
Easy to interact with 83.55 82.50 81.58 86.77 80.00 83.33 83.13 88.57 85.14
Functions transparently 82.63 81.50 83.37 83.87 78.27 81.11 81.25 88.57 83.43
Process oriented company 83.01 82.50 83.37 81.94 78.77 83.89 83.13 88.93 83.71
Company that one can trust 86.29 85.00 86.53 85.16 84.20 85.56 85.63 87.50 90.57
Company with adequate infrastructure & modern equipment and technology to execute
85.98 85.50 84.95 86.77 83.21 88.33 83.13 90.00 87.43
Company having skilled competent resources to handle client requirements
84.36 83.00 83.37 85.16 83.21 84.44 81.25 89.64 85.14
Works cohesively as one team with Primary service provider 83.36 81.75 82.18 83.55 80.74 83.89 83.13 88.21 85.71
Overall rating 84.62 83.33 84.66 85.20 81.73 83.89 83.61 88.77 86.41
46 | VOICE&DATA | APRIL 2013 | voicendata.com | A CyberMedia Publication
CYBERMEDIA
PROPERTY
Top Five Telecom Services to be Adopted in Future
Overall AutomobilesBanking & Insurance
Consumer Electronics
Energy, Oil & Gas
Financial Services
FMCG HealthcareHeavy
Engg. & Mining
Hospitality IT/ITeS Retail
Audio/Web/Video conferencing
1 1 1 2 4 1 1 1 1 1 5
Wireless LAN 2 4 1 5 5 3 3 3 2 3
Mobile e-mail/ applications
3 5 1 2 2 4 5 2
Domestic leased line - Local
4 3 5 4 1 2 1
VPN - IP 5 5 1 5 5 2 3
VPN - MPLS 5 2 3 3 3 5 4
Domestic Leased Line - NLD
4 4
Web Hosting 5 2 1 4 4
V-SAT 4 5
DSL 3 4 2
Number depicts the rank of the technologies in terms future adoption Source: Voice&Data-CMR
Image of Indian Telecom Service Providers
OverallReliance
CommunicationsBharti Airtel
Tata Teleservices
BSNL MTNL TulipTata
CommunicationsOthers
One of the best companies in telecom services 86.80 85.75 88.51 86.77 83.70 82.78 85.63 89.64 89.43
Company that takes care of its customers’ requirement 85.64 82.50 88.12 86.77 83.46 81.67 86.25 87.86 87.14
Easy to interact with 83.55 82.50 81.58 86.77 80.00 83.33 83.13 88.57 85.14
Functions transparently 82.63 81.50 83.37 83.87 78.27 81.11 81.25 88.57 83.43
Process oriented company 83.01 82.50 83.37 81.94 78.77 83.89 83.13 88.93 83.71
Company that one can trust 86.29 85.00 86.53 85.16 84.20 85.56 85.63 87.50 90.57
Company with adequate infrastructure & modern equipment and technology to execute
85.98 85.50 84.95 86.77 83.21 88.33 83.13 90.00 87.43
Company having skilled competent resources to handle client requirements
84.36 83.00 83.37 85.16 83.21 84.44 81.25 89.64 85.14
Works cohesively as one team with Primary service provider 83.36 81.75 82.18 83.55 80.74 83.89 83.13 88.21 85.71
Overall rating 84.62 83.33 84.66 85.20 81.73 83.89 83.61 88.77 86.41
Top 5 telecom services to be adopted by companies in future are: audio/video conferencing, WLAN, mobile e-mail/applications, DLD-local, VPN-IP and VPN-MPLS
In terms of overall image, Tata Communications leads the table in all parameters except one ie taking care of its customer requirement
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CYBERMEDIA
PROPERTY