Annexure I
As on 31.03.2009
|
Name of Service Provider |
No. of connections (In Million) |
% Market Share |
Total Gross Revenue (In Rs. Crore) |
||
|
|
Wireline |
Wireless |
Wireline |
Wireless |
|
|
BSNL |
29.35 |
52.14 |
77.30 |
13.31 |
33983 |
|
MTNL |
3.57 |
4.48 |
9.41 |
1.14 |
5250 |
|
Bharati Airtel |
2.73 |
93.92 |
7.18 |
23.97 |
34014 |
|
Reliance |
1.1 |
72.67 |
2.92 |
18.55 |
17831 |
|
Vodafone |
0 |
68.77 |
0 |
17.55 |
21913 |
|
Tata |
0.92 |
35.12 |
2.42 |
8.97 |
7946 |
|
Idea |
0 |
43.02 |
0 |
10.98 |
10154 |
|
Aircel |
0 |
18.48 |
0 |
4.72 |
2726 |
|
BPL |
0 |
2.16 |
0 |
0.55 |
681 |
|
Total |
37.96 |
391.76 |
|
|
|
As on 31.03.2010
|
Name of Service Provider |
No. of connections (In Million) |
% Market Share |
Total Gross Revenue (In Rs. Core) |
||
|
|
Wireline |
Wireless |
Wireline |
Wireless |
|
|
BSNL |
27.83 |
69.45 |
75.31 |
11.89 |
33547 |
|
MTNL |
3.50 |
5.09 |
9.46 |
0.87 |
5631 |
|
Bharati Airtel |
3.07 |
127.62 |
8.30 |
21.84 |
45016 |
|
Reliance |
1.18 |
102.42 |
3.19 |
17.53 |
17597 |
|
Vodafone |
0 |
100.86 |
0 |
17.26 |
25708 |
|
Tata |
1.16 |
65.94 |
3.14 |
11.29 |
8737 |
|
Idea |
0 |
63.82 |
0 |
10.92 |
11930 |
|
Aircel |
0 |
36.86 |
0 |
6.31 |
3422 |
|
BPL |
0 |
2.84 |
0 |
0.49 |
615 |
|
Total |
36.96 |
584.32 |
|
|
|
Contd…3/-
-3-
Annexure-II
The details of the study undertaken by BSNL to find the reasons for reduction of market share
|
S. No. |
Name of study |
Period of study |
Geographic Coverage
of Study |
Total sample Size |
Main Findings |
|
1. |
Study To
Understand Reasons For Mass Surrender
Of BSNL Pay Phones & Develop Action Points To Arrest This Surrender |
June-July 2008 |
|
602 |
(i)BSNL’s sales force is less active than competition (ii)Competition payphones have broken the tradition with higher penetration of CCBs, Wireless and pre-paid payphones (iii)Providing merchandise like glow sign board, value added services and time taken to set up PCO emerge as the critical satisfaction drivers (iv)In Time taken to set up (critical), minimum documentation for installation (important) and Base commission (good to have) BSNL’s performance is below the competition (v)For majority of people who considered but did not buy BSNL, a perception of high entry cost and poor complaint handling mechanism were the major reasons (vi)Proportion of BSNL customers who encountered a lead time of more than 15 days and multiple visits/forms was considerably higher in comparison with competition. (vii)Billing
issues, complaint handling & rectification aspects and commission/
incentive structure emerged as the top three reasons for surrendering BSNL PCOs |
|
2 |
Study undertaken
to Understand and Arrest Surrender of
BSNL Mobile Connections |
Nov-Dec 2008 |
TN, UP, MP, |
1250 |
(i)Findings
show that poor network quality and connectivity problems are some of the main reasons
for which people surrendered their BSNL connection. (ii)Low and attractive call rates and tariff plans of competitors. (iii)Non availability of SIMs and Recharge vouchers. (iv) Poor distribution network. (v) Poor complaint handling mechanism/customer care
support. |
Contd…4/-
-4-
|
3. |
Study undertaken
to Understand and Arrest Declining Market Share of BSNL Landline Connections |
Nov-Dec 2008 |
TN, UP, MP, |
1000 |
(i)When asked about features of phone
instruments, BSNL has scored low satisfaction scores. Moreover, the
competition is offering a range of landline and (ii)BSNL does not offer a wide
range of VAS, in comparison to the competition (iii) BSNL phones generally lag in add on features like Caller ID, SMS service, Hotline facility, Remote phone management, Polyphonic ring tones, Inbuilt games and Organizers. (iv)Though ratings for BSNL on all
the parameters is below “Good” mark. However, BSNL has been rated much lower
on satisfaction with aspects like time taken for reactivation of connection
in case of disconnections and quality of complaint/ query resolution (v)Moreover, the main reasons for not taking and/or surrendering BSNL landline is quoted as ‘poor service quality’ and ‘long time for query resolution’ (vi)The competition has hit BSNL’s biggest strength by introducing even lower call rates. This can be substantiated by the fact that the monthly expenditure for BSNL users was higher than the competition. (vii)Also, the competition has a wide variety of tariff options available in both prepaid and postpaid, giving adequate flexibility to the consumer in choosing the tariff plan. (viii)Limited point of contact points has emerged as one of the reasons for people to surrender BSNL connection. |
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