1 Diagnostic research to understand lapsage from BSNL landline & broadband Report of Findings June, 2017 Presented to : BSNL, New Delhi Presented by: VoiceBack Technologies LLP, Bangalore Copyrights VBT PPL. Please do not print or reproduce without permission
Diagnostic exercise to understand lapsage from BSNL landline & broadband connections 2 Introduction Findings Recommendations BSNL wishes to understand why some of their landline and broadband connection users give up the BSNL connection Voiceback Technologies helped them in setting up a mechanism to collect this data and understand the drivers for this lapsage Voiceback Technologies developed a weblink*, which BSNL disbursed to its lapsed customers alongwith a request to answer the questions on the link * http://voicebacktechnologies.com/live/surveys/2017/bbfeedback.aspx Dates of data collection 24 th May to 31 st May, 2017 The customers responses were stored in VBT servers and analysed to understand their reasons for lapsing from BSNL connection This presentation is made on the first 20,000 responses collected from the lapsed BSNL customers Copyrights VBT. Please do not print or reproduce without permission
Diagnostic exercise to understand lapsage from BSNL landline & broadband connections 3 Introduction Findings Recommendations Total customers who have responded 20,000 Details of the disconnected connection Landline connection Broadband connection Both Landline & Broadband 7485 37% 6382 32% 5820 29% These 3 segments add up to 19687 customers Additional 313 customers (ie., 1.5% of all respondents) did not specify their connection but few of them have given reasons for lapsing First three of these segments have been reported separately in the subsequent slides of this document Copyrights VBT. Please do not print or reproduce without permission
Diagnosing lapsage from BSNL landline 4 Main reasons for BSNL landline customers disconnecting are in hierarchy given below 1) High monthly rentals 2) Long repair delays 3) Poor repair work 4) Frequent disruptions 5) Better offer by private players Segmenting lapsers by main reason for disconnecting BSNL landline High call charges 4% Better offer by private operators 7% Frequent disruptions 14% Wrong Billing 3% Long provisioning time 1% High monthly rental 22% Key other reasons for lapsage are a) Change of address 3% b) Mobile phone 2.5% c) No need / use for landline 1% d) Poor service 1% e) Poor network 1% f) Cable related problems 1% Poor repair work 15% Base: 7485 (BSNL landline lapsers) Any other reason 17% Long repair delay 17%
Airtel Reliance MTNL Vodafone Tata Not Specified Diagnosing lapsage from BSNL landline 5 BSNL landline lapsers post disconnecting BSNL landline Taken new connection Yes, 10 46 Service provider of the new connection 23 11 9 6 5 No, 90 Base: 7485 (BSNL landline lapsers) Base: 784 (BSNL landline lapsers who have taken new connection)
Poor repair work Long repair delay High monthly rental Frequent disruptions Other aspects Better offer by private operators High call charges Long provisioning time Wrong Billing Diagnosing lapsage from BSNL landline 6 BSNL landline lapsers dissatisfaction on parameters 40 38 34 34 26 23 21 7 6 Base: 7485 (BSNL landline lapsers)
Diagnosing lapsage from BSNL broadband 7 Main reasons for BSNL broadband customers disconnecting are in hierarchy given below 1) Lower broadband speed 2) Frequent disruption 3) High monthly rental 4) Better offer by other players 5) Long repair delays Key other reasons for lapsage are a) Speed / network - ~3% b) Change of address ~1.5% c) Poor service ~1% d) Billing related - ~1% Segmenting lapsers by main reason for disconnecting BSNL landline High data charges per MB used 6% Poor repair work 7% Abnormally long repair delay 7% Better offer by other operators 8% Took too long to provide connection 3% Less free calls in combo plan 2% Wrong Billing 2% Low broadband speed than promised regularly 26% Frequent disruptions 15% Few also claimed they have not disconnected the connection Base: 6382 (BSNL broadband lapsers) Any other reason 11% High monthly rental 13%
Reliance Airtel Vodafone MTNL Tata Not Specified Diagnosing lapsage from BSNL broadband 8 BSNL broadband lapsers post disconnecting BSNL broadband connection Taken new connection Yes, 33 39 38 Service provider of the new connection No, 67 10 7 4 2 Base: 6382 (BSNL broadband lapsers) Base: 2092 (BSNL broadband lapsers who have taken new connection)
Low broadband speed than promised regularly Frequent disruptions High monthly rental Poor repair work Better offer by other operators Abnormally long repair delay High data charges per MB used Other aspects Took too long to provide connection Less free calls in combo plan Wrong Billing Less number of free applications Access to less applications (free + paid) Diagnosing lapsage from BSNL broadband 9 BSNL broadband lapsers dissatisfaction on parameters 47 38 28 28 27 22 21 21 12 9 5 3 2 Base: 6382 (BSNL broadband lapsers)
Diagnosing lapsage from BSNL landline + broadband 10 Main reasons for BSNL broadband customers disconnecting are in hierarchy given below 1) Lower broadband speed 2) Long repair delays 3) Frequent disruption 4) High monthly rental 5) Poor repair work Key other reasons for lapsage are a) Change of address ~3% b) Poor service ~1.5% c) Speed / network 2.5% Few also claimed they have not disconnected the connection Segmenting lapsers by main reason for disconnecting BSNL landline + broadband Took too long to provide High data connection charges per MB 3% used 4% Better offer by other operators 6% Better offer by private operators 7% Poor repair work 9% High monthly Base: 5820 rental (BSNL broadband + landline lapsers) 11% Less free calls in combo plan 2% 5 4 Wrong Billing 2% 1 3 Any other reason 12% 2 High call charges 2% Low broadband speed than promised regularly 16% Abnormally long repair delay 14% Frequent disruptions 12%
Airtel Reliance Vodafone MTNL Not Specified Tata Diagnosing lapsage from BSNL landline + broadband 11 BSNL broadband + landline lapsers post disconnecting BSNL broadband connection Taken new connection No, 26 48 Service provider of the new connection 31 10 4 4 3 Yes, 74 Base: 5820 (BSNL broadband + landline lapsers) Base: 1534 (BSNL broadband + landline lapsers who have taken new connection)
Frequent disruptions Low broadband speed than promised Poor repair work High monthly rental Abnormally long repair delay Better offer by other operators Better offer by private operators Long repair delay Other reasons High data charges per MB used Took too long to provide connection Less free calls in combo plan High call charges Wrong Billing Long provisioning time Less number of free applications Access to less applications (free + paid) Diagnosing lapsage from BSNL landline + broadband 12 BSNL landline lapsers dissatisfaction on parameters 35 35 33 27 26 24 23 20 20 17 13 10 8 6 5 3 2 Base: 5820 (BSNL broadband + landline lapsers)
Diagnostic exercise to understand lapsage from BSNL landline & broadband connections 13 Introduction Findings Recommendations BSNL landline :- Lapsing is happening primarily for frequent disruptions followed by poor and delayed repair driving almost half of all disconnections. This is followed by high monthly rentals Recommendation for BSNL landline is to focus on reducing downtime by ensuring fewer disruption & fast repair this will help bring lapsage down to half BSNL Broadband :- Lapsing is happening primarily for lower speed than promised and frequent disruption+ delayed repair, followed by high monthly rentals. Those who have lapsed from broadband + landline also have same reasons and broadband dissatisfaction is making them lapse Recommendation for BSNL broadband is to focus on ensuring promised speed and reducing downtime by ensuring fewer disruption & fast repair this will help bring lapsage down to half Copyrights VBT. Please do not print or reproduce without permission
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