TT Correspondent

The telecom regulator, Trai today released its study findings on the quality of services (QoS) for the Chennai and Tamil Nadu (TN) circles wherein it emerged that the operators have to meet the minimum benchmark level in some aspects related to QoS.

For mobile services in Chennai as well as in TN, the test results imply that blocked call rate, call set-up success rate, call drop rate and connections with good voice quality are issues which need to be addressed from QoS point of view. With respect to customer satisfaction study, the report reveals that help services, billing performance and supplementary services across the service providers need to be improved in the two circles.

For wireline services in Chennai and TN, operators were found to be lacking in areas of fault repaired by next working day and billing complaints per 100 bills issued. InChennai operators need to improve on mean time to repair (MTTR) while in TN fault incidences (no of faults/100 subscriber/month) need to be taken care off. Customer satisfaction needs to be improved for maintainability and help services in Chennai as well as in TN. Additionally billing performance (Pre-Paid) in Chennai and supplementary services in TN need to be addressed.
 
For broadband services, operators in Chennai were found to be lacking in areas of fault repaired by next working day, billing complaints per 100 bills issued & time taken for refund of deposits, bandwidth utilized on upstream links and data download speed of >80%. Help Services, Maintainability, Network performance are areas of concern from customer satisfaction perspective. In TN, for broadband, the operators were lacking in areas of connections provided within 15 days and fault repaired by next day. From customer satisfaction perspective, help services and maintainability were concern areas.

Operator-wise Bharti Airtel came the closest in meeting the benchmark level for all the parameters except for one in Chennai for mobile as well as broadband services. For broadband services, BSNL lacked behind in two parameters in Chennai.

In TN, Bharti Airtel met the benchmark level for all parameters for mobile as well as broadband services. Operators in TN lacked behind in most of the parameters for wire line services.