TELECOM REGULATORY AUTHORITY OF INDIA

Survey Report
ON CUSTOMERS PERCEPTION REGARDING QUALITY OF SERVICE OF INTERNET SERVICES

Index Topic Executive summary Main Report(Annex-A)

Chapter-1 - Introduction Chapter-2- Gen. Information of customer Chapter-3- Probs. related to Accessibility Chapter-4- Problems while using Chapter-5- Customer service problems Chapter-6- Tariff related problems Chapter-7- Customer equipment details Chapter-8- Internet Telephony & Broadband Chapter-9- Suggestions for Improvement Annex-I - Survey questionnaire 7 11 13 17 19 20 21 22 26

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1.Executive Summary
1.1 Among the various modes of communication, Internet is the fastest and probably the cheapest. Internet has blurred the geographical boundaries of various countries and has contributed immensely for dissemination of information and various applications for the benefit of users. In order to keep pace with the global trend, Internet service in the country started with VSNL in 1995. In 1998 this sector was opened for private participation. In India, 95% of Internet customers are using dialup access. Quality of Service for dialup Internet access has been the main concern of TRAI. The customer feed back provides first hand information to the Authority regarding the Quality of Service Customers are getting. The Authority, therefore, decided to conduct customer survey for the Internet users to understand and analyze their problems. By conducting an online customer survey in 2001, TRAI realized that most users were facing quality of service problems. Based on this, a consultation paper was made regarding the quality issues. Subsequently a regulation in this regard was notified in Dec 2001. In order to assess the impact of QOS regulation, an online customer survey was conducted by TRAI during 8th May 2003 to 7th June 2003, which was widely publicized in all leading National Dailies. The survey questionnaire was designed to contain various items relating to the provision of service, accessibility problems, problems while using Internet, customer service, tariff, equipment details. Details pertaining to Internet Telephony and Broadband were also asked this time as these are picking momentum since Internet telephony was opened up for ISPs from April 2002. The questionnaire contained 37 specific questions in the form of multiple choice responses to minimize the element of subjectivity. A total of 4000 responses were received. Based on the various questions asked in the survey, a complete input of all the responses was organized in a tabular form. Then a complete query list was prepared and then programmed on MS ACCESS. The data thus generated by the queries was suitably tabulated. Pictorial representation was provided wherever necessary. While detailed analysis is contained in the main report enclosed at annexA, the performance of ISPs with respect to provision of QOS as per TRAI regulation is summarized as following:

1.2

1.3

1.4

1.5

Service activation time: This benchmark is to ensure that a dialup Internet customer is able to start Internet within 6 hrs after getting connection from the ISP. However, many users from each ISP have been facing problem in this regard. This could be due to two reasons, either failure in provision of suitable starting kit for the user or inefficient customer service. The survey responses indicate that BSNL, VSNL, MTNL comprise of the maximum number of complaints in this regard with BSNL alone comprising of 37% complaints of noncompliance. VSNL is the next defaulter in the compliance of this parameter bearing 18% complaints. The customer response of big ISPs are tabulated as following: ISP NAME BSNL/DOT VSNL MTNL DISHNET SATYAM/SIFY % of USERS THAT FACED CONNECTION PROBLEMS BEYOND 6 HRS 37 18 9.75 9.1 3.05

Probability to access: This benchmark is to ensure that a dialup Internet customer is connected to ISP node within a maximum of three attempts to get Internet access. As per the analysis of the responses, the connectivity is not achieved even after 4 attempts in some cases of BSNL and MTNL. All of the major 6 ISPs are unable to meet the benchmarks specified by TRAI, partially. Mean time to restore (MTTR) faults: Clause 1.9 schedule C of ISP license states 90% of faults resulting due to subscribers complaints should be rectified within 24 hours and 99% with in three days. The user dissatisfaction has reduced to about 14 % since the last survey where it was about 76%. 1.6 1. The survey report contains the following chapters: Introduction Giving background, relevant provision of TRAI Act & ISP Licence and the methodology. Giving information about customers. Giving problems faced in accessing the Internet Giving problems while using the Internet
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2. 3. 4.

General Information of Customer Problems related to Accessibility Problems while using

5. 6. 7. 8. 9.

Customer Service related problems. Tariff related problems Customer Equipment details Internet Telephony & Broadband Connectivity Suggestions

Giving the problems related to customer assistance. Giving problems related with charging. Giving details of access equipment. Giving usage details Internet Telephony & Users perception regarding Broadband Summary of received suggestions.

1.6

Conclusions:

I. There is a trend to share connection with more than one user. On an average 1.8 users are sharing a single connection. II. There has been reduction, particularly in the no. of dialup attempts in line with TRAIs QOS regulation. III. The analysis of survey indicates some of ISPs particularly BSNL, MTNL and VSNL are not complying with TRAIs benchmarks in full. TRAI may consider initiating the process of third party audit to enforce the regulation effectively. IV. Cyber cafs are providing an easy and popular access to Internet users. V. Survey reveals 28% of dialup Internet users in the country, are facing the problem of frequent disconnection. Since there is no QOS benchmarks for this parameter, we may conduct a study to find the causes for the same. VI. Around 47% users have indicated that their Internet access speeds are very slow (Below 28.8 kbps). Over subscription by ISPs could be a cause to this situation. TRAIs QOS regulation do not have any benchmark for mandating ISPs to maintain enough bandwidth from upstream service provider. We may study this further. VII. There has been a substantial improvement in the customer care services except in case of BSNL and MTNL. VIII. Most of the users feel Flat rate charging would be better though satisfied with current duration based charging. IX. Users are making International calls mainly to USA, Europe and Gulf through Internet Telephony. Being economical, users have appreciated this technology but not very satisfied with quality of voice transmission.
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X. Users felt the need of broadband with 128 kbps average minimum speed and always on connectivity for less than thousand rupees per month as `flat charge. ******

Annex-A Survey Report on problems faced by Internet Users

`Main Report
Chapter 1
INTRODUCTION BACKGROUND Based on the decision of the Authority to conduct a Customer Survey on Internet using Authority Web Site, an in-house exercise was undertaken to assess the problems faced by Internet customers. The survey on the problems faced by Internet users was conducted from 8th May 2003 to 7th June 2003. This Survey was undertaken by hosting the questionnaire on TRAI web-site and by making necessary newspaper advertisements. Apart from the advertisements, there has been suo-motto coverage in newspapers. In addition ISPs were also instructed to intimate about the survey to their customers. This provided an easy and continuous access of our Survey Questionnaire to all the Internet users. The Questionnaire could be submitted after filling it up online. 1.1 Structure of the Questionnaire

A copy of the questionnaire is enclosed at Annex-I. It was structured to include multiple choice questions under the following broad heads: General information of customer Provision of services Problem with internet connections Customer service related problem Tariff related problems Customer equipment details Internet telephony Broadband connectivity

In addition to this, the respondents were requested to mention any comments or ways of improvement in each section. 1.2. Quality Of Service Provisions Under TRAI Act

Section 11.1.b (v) of TRAI (Amended) act, 2000 mandates TRAI to lay down the standards of quality of service to be provided by the service providers and ensure the quality of service and conduct the periodical survey of such service provided by the service providers so as to protect the interest of the consumers of telecommunication services. 1.3. Quality Of Service Provision Under ISP License: In respect of the Quality of Service: a) As per Clause 1.6 Schedule C of ISP License, the licensee shall warrant that services to be provided by him shall be of the acceptable grade, consistent with the established and generally accepted standards. b) Clause 2.2 of Condition 2 of Schedule C of ISP License states as follows: The Telecom Authority shall have right to check and measure the quality of service provided by the licensee at any time during the currency of the license. The Licensee shall submit to the Licensor a half yearly report on the Quality of Service offered to its subscribers indicating the levels of performance achieved. 1.4. RESPONSES

A few multiple choice responses were received from few respondents. From such responses, only one has been picked up for the analysis. A total of 4000 responses were received. 1.5 Method of Processing

After completion of the survey as above, based on the various questions asked in the survey, a complete input of all the responses was arranged in a tabular form. Then a complete query list was prepared and
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then programmed using MS ACCESS. Then the data generated by the queries were suitably tabulated. Pictorial representation is provided wherever necessary. The software development to handle the data were undertaken in-house with the help of summer trainee. This software provides capability of making query based data analysis on more than one parameters on the database.

1.6. City wise breakup of respondents

Delhi No. of Respondents 319 % of Respondents 7.97 Mumbai 4 0.1 Calcutta 162 4.05 Chennai 9 0.225 Bangalore Others 264 3242 6.6 81.05 Total 4000 100

NUMBER OF USERS

CITYWISE BREAKUP OF RESPONDENTS

400 300 200 100 0 No. of Respondents % of Respondents

C al cu tta

i he C
9

CITY

Indications:
The responses were uniform throughout the country this time compared to last survey. In the last survey, metros like Delhi, Calcutta and Bangalore had the maximum number of respondents. This breakup also shows that the trend of using Internet is increasing rapidly in the other cities too, which comprise the maximum number of respondents this time.

Ba n

ga lo re

hi

um ba

nn a

el

1.7. No of respondents from each ISP

Satyam/ Sify 426 10.65 Dishnet DSL 2482 62.05 BSNL/ Sancharnet 259 6.475 Mantra Online 38 0.95

VSNL No. of Respondents 361 % of Respondents 9.02

Others 434 10.85

Total 4000 100

Number of respondants from each ISP

3000 2500 2000 1500 1000 500 0 2482

361

426

259

38

VSNL Satyam/ Sify Dishnet DSL BSNL/ Sancharnet Mantra Online

No. of Respondents

Indications:
Maximum number of respondents belong to Dishnet, followed by Satyam, VSNL and BSNL.

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Chapter-2 General Information of Customers 2.1 The trend of using Internet?

ISP NAME VSNL SATYAM/SIFY DISHNET BSNL./DOT MANTRAONLINE MTNL OTHERS

% of users using internet for >4 yrs 48.19 18.77 28.8 20.84 23.68 8.53 20.73

U s a g e o f In te rn e t fo r lo n g te rm

% of users

60 40 20 0

4 8 .1 9 1 8 .7 2 8 . 2 0 .8 2 3 .6 8 .5 2 0 .7 8 000 8 4 3 7 3 sify
vsnl d sl bsnl m a n tr a m tn l

oth e r s

IS P n a m e

Indications:
The query related to the years of usage helps in determining that there has been growth in the continued usage of Internet. In the last survey where almost 22% of users had been using internet for more than 2 years, this time almost 20% of the respondents have been using internet for more than 4 years. That implies continuity in the Internet usage by individuals has increased.

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(Q7) 2.2.The ISP connection are

being shared by more than one.

VSNL Satyam/ Sify Dishnet DSL BSNL/ Sancharnet Mantra Online Total% Total of 5 Top ISPs

1 user 191 269 1183 129 16 52.2 1788

2 users 101 100 694 67 10 28.4 972

3 users 32 23 269 25 1 10.23 350

4 users 13 7 132 10 4 4.85 166

5 users 15 18 90 21 1 4.24 145

SHARING OF ISP
1500 1000 500 0 191 101 32 15 13 269 100 23 18 7 1183 694 269 132 90 129 6725 21 10 1 user 2 users 3 users 4 users 5 users

1610 1 4 1

Average number of users per subscription :=(1788*1+972*2+350*3+16684+145*5) / (1788+972+350+166+145) =1.80 Indications:

Amongst the number of respondents, just like the previous survey, this time too there were more users using their own connections rather than sharing it with others, which is 52% of the respondents. However, the number of people sharing connection of an ISP has increased, for example, this time there are 28% of the respondents who are sharing service with one more person, while last time it was lesser. On average, 1.8 users are sharing a single connection to an ISP.

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Chapter-3 Problems related to Accessibility

The problems related to accessibility are problems faced by customer right from subscribing to an Internet account to till he connects to Internet. The first problem that a customer may face is not being able to access Internet even though the starting kit is properly installed on his PC. This could be due to lack of guidance/instructions in the kit or problems in the dialer software. ISP should maintain customer care center with enough capacity to deliver proper customer service. This section helps in analyzing the performance of the services provided by the ISPs and realizing how many of them have complied QOS regulation.

(Q8) Whether ISP customers are able to start Internet within 6 hours after getting connection from ISP? 3.1
ISP NAME
VSNL SATYAM/SIFY DISHNET BSNL/DOT MANTRAONLINE MTNL OTHERS

% of USERS THAT ARE NOT ABLE TO BE CONNECTED EVEN AFTER 6 HRS

18 3.05 9.1 37 2.63 9.75 20.51

% users having no aceess even after 6 hours

40 % cases 30 20 10 0 ISP name VSNL DISHNET SATYAM/SIFY MTNL MANTRAONLINE BSNL/DOT OTHERS

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Indications:
Being able to commence usage of Internet after a maximum of 6 hours of taking the connection is necessary as per the TRAI regulations. However, many users from each ISP have been facing problem. This could be due to either the lack of a suitable starting kit for the user or inefficient customer service by the ISP. BSNL, VSNL, MTNL comprise of the maximum number of complaints in this regard with BSNL alone comprising of 37% of the complaints.

(Q10) 3.2. Are customers able to get connected to ISP node within 4 attempts?
ISP NAME VSNL SATYAM/SIFY DISHNET BSNL/DOT MANTRAONLINE MTNL OTHERS % User needing >4 attempts 14.68 3.52 0.604 21.23 10.52 24.39 36.07

%users that need >4 attempts for access

40 30 20 10 0 % users 14.68 000 ISP NAME 21.23 3.58 SATYA M/SIFY 0.604 BSNL/D OT 24.39 36.07

10.52

ISP name

Indications: As per TRAI, the probability of accessing ISP node in 1st, 2nd, 3rd attempts are 80%, 90% and 99% respectively. The number of attempts required to connect to the ISP node depends on proper design of network specially the dialup ports/subscriber ratio. Adequate number of junctions at various locations could avoid this inconvenience to the users. This can be done by measuring GOS
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MTNL

(grade of service) at the PSTN end. As per TRAI regulations, BSOs need to measure the GOS and provide it to ISP, so that they can suitably upgrade their junctions. As compared to the last survey where 38% of the respondents faced this problem, this time it has reduced to 8 %. Thus congestions to the junctions of ISPs have been reduced noticeably after TRAI regulation. Again BSNL, MTNL, VSNL have the maximum number of complaints in this regard with MTNL alone comprising of 24% of complaints. Q11 3.3. How many times customers are facing no reply condition when dial up
connection is attempted in a month?
ISP VSNL SATYAM/SIFY DISHNET BSNL/DOT MANTRAONLINE MTNL OTHERS % that met no reply >4 times last month 49.03 8.21 20.14 49.03 23.68 42.68 19.31

Indications:
In case of break in link between PSTN node and ISP node or due to unavailability of node or due to some problem at the ISPs end, it is possible that a no reply condition is observed by the customer while trying to connect through dial up Internet connection. The response indicates 49% of BSNL and VSNL customer, 42% of MTNL customers are facing more than 4 times in a month.

(Q12) 3.4. Public has an easy Internet access through cyber cafs/ information kiosks
62.45% of the respondents believe that cuber cases are easier and better means of Internet Access.

Indications:
This shows that the respondents that are not having PCs at home prefer browsing from cyber cases. This is also due to the lower rates that the cybers charge. A cyber caf provides one-hour service at an average rate of Rs 15,while at home it costs around Rs 34 an hour. This is due to the fact that cybers cafes provide service via lease lines while at home mostly people use

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dial-up service. Also, the frequent disconnection problems people face at home are not faced at cyber cafes.

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Chapter-4 Problems while using Internet Connection

Knowing the user problems can help in suggesting ways to ensure user satisfaction. Frequency of disconnections and speed are some of them.

(Q14) 4.1. The frequency of disconnection in the service provided by various ISPs
ISP VSNL SATYAM/SIFY DISHNET BSNL/DOT MANTRAONLINE MTNL OTHERS 10.71 50 29.45 8.88 41.67 13.41 18.77 1 11.81 16.20 17.44 13.90 19.44 9.76 13.05 2 13.46 5.40 11.26 10.42 8.33 10.98 7.32 3 5.22 1.64 5.78 5.79 0 4.88 4.93 4 >4 times 51.24 11.73 24.37 52.89 26.31 51.21 33.52

Indications:
Disconnections usually occur due to either poor quality of access lines or power fluctuation in customers modem or ISP RAS/Router. The disconnections can also be due to faulty equipment or due to problems in the access providers network.28.67% of people are suffering from frequent disconnection, which is an improvement as compared to last times 64%. However 51% of the VSNL users are still facing this problem. VSNL, BSNL, MTNL comprise maximum number of complaints in this regard.

(Q15) 4.2. Are the ISPs satisfying the expectation of a min speed of 28.8 Kbps
ISP NAME VSNL SATYAM/SIFY DISHNET BSNL/DOT MANTRAONLINE MTNL OTHERS SPEED BELOW 28.8 KBPS 65.37 16.4 46.17 71.4 31.57 73.13 51.1

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Indications:
Around 47% of users claim that their Internet access speeds are very slow (below 28.8 kbps). This includes 65% of VSNL and 47% of DISHNET users. Majority of the others claim to have average speeds. The speed depends on certain factors like the modem speed, local loop condition, bandwidth available to user, the ISP processor speed and compatibility between modem and RAS. However, over-subscription could lead to this situation. ISP should maintain enough bandwidth from upstream bandwidth provider.

(Q16) 4.3. Variation in the night and day time performance of the service provided
by various ISPs. Most of the users claim to have faster night time access than the daytime.

Indications:
The reason could be the daytime traffic of users being more than in night since the Internet access speed depends on the no. of users accessing the net simultaneously under each ISP.

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Chapter-5 Customers Service related problem E. Customer service related problem

The dissatisfaction of the users can also be related mainly to an in different customer service provided by the ISPs.

(Q18) 5.1. Break up of user satisfaction for each ISP

ISP NAME VSNL SATYAM/SIFY DISHNET BSNL MANTRAONLINE MTNL OTHERS UNSATISFIED CUSTOMERS 34.06 5.86 10.51 50.19 28.94 42.68 20.73

Indications: As per the license agreement, ISP should provide a service consistent with the norms that 90% of the faults resulting in subscriber complaints should be rectified within 24 hrs and 99% within 3 days. Most of the ISPs seem to be complying with these norms, which depicts a tremendous improvement. As per the last survey where 76% were dissatisfied with their services, whereas now it is just 14%
unsatisfied customers
%u 60 se 40 rs 20 0 34.06 0 vsnl 50.19 5.86 10.51 sify. .dish net 28.94 42.68 20.73 oth ers

.bs mant ra .mtnl nl

ISP name

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Chapter-6 Tariff related problem (Q20) 6.1. How many of the respondents in total are satisfied with the charging
arrangement?

Indications:
Only 30% of the users are dissatisfied with the current charging arrangement.

(Q21) 6.2. How many of the respondents in total prefer that the charge should be
volume based rather than duration based (In other words, how many think that speed of internet is too slow for the charge to be dependent on duration of usage)

Indications:
71% are not in favor of tariff based on volume of data and prefer the current duration based charging arrangement.

(Q22) 6.3. What percentage of the people in total, believe that the ISPs should
charge a flat rate?

Indications: 61% of the respondents in all say that they would prefer a flat rate. This shows
that one of the major causes of preferring cyber could be that they provide service by flat rate system and is hence preferred to home access.

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Chapter-7 Customer Equipment details (Q24) 7.1. How many customers have multimedia PC? Indications:
Around 80% of the users are having the multimedia kit. Therefore, if Broadband services are made available at affordable cost, users can quickly use them. In other words Customer premises equipment may not be a hurdle for penetration of Broadband.

(Q25) 7.2. Whether customers are using TEC approved modems Indications:
68% respondents indicated that they are using TEC approved modems

(Q26) 7.3. Maximum speed of user modem and default setting Indications:
Most of the users are using 56.6 kbps modem and the default setting is same. Therefore, probability of slow Internet speed due to mismatch of modem setting is very less.

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Chapter-8 Internet Telephony INTRODUCTION - INTERNET TELEPHONY

On April 1, 2002, the Government of India permitted Internet Service Providers (ISPs) to offer Internet telephony services in line with the Recommendations of TRAI. Earlier under terms of the ISP license, telephony on the Internet was banned and if any ISP offered these services, the ISP license was liable to be terminated. After the opening up of this service, the Department of Telecommunications (DOT) has granted approvals and licenses to several ISPs to commence these services. Till date 40 ISPs have been granted this approval.

(Q27 ) 8.1. How frequently do people use internet telephony?

About 40% of the respondents are using Internet telephony out of which 20.75% use it once, 5% have use it twice, 2.75% used it thrice, 2% used it four times and 9.5% used it five times in the last one month.

Indications:
This shows a growing trend in the usage of Internet telephony. This could be due to the international calling being more economical via this technology for the users.

(Q28) 8.2. How many people are not satisfied with the voice transmission?
About 20% of the users discontinued once, 4% twice, 2.5% thrice, 1.5% four times and 6% have discontinued the call 5 times for not being able to communicate properly, in the last one month.

Indications:
This shows that most of the users are not satisfied with the quality of service they get through Internet telephony.

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(Q29) 8.3. Country wise breakup of total callers

COUNTIRIES USA GULF EUROPE OTHRS CUSTOMERS USING INTERNET TELEPONY 808 70 148 610

COUNTRYWISE BREAKUP FOR Internet Telephony

NUMBER OF CALLERS 1000 500 0 0 1 2 3 4 5 808 610 148 70 0

Indications:
62% of the calls made via IT are in USA, Gulf or Europe. This shows that users are more satisfied with the charging arrangement have for Internet Telephony for ISD calls.

(Q30) 8.4. Popular access device for making Internet Telephony calls Indications:
97% users are using PC for making Internet telephony.

(Q31) 8.5. How satisfied are people making the Internet Telephony calls?
80% of users are satisfied

Indications:
This indicates the performance for the factors mentioned below: 1.Voice transmission- 50.4% 2.Quality of speech-58.8% 3.Stability of connection-64.3% 4.Charging arrangement- 80%

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Broadband Connectivity I. Broadband Connectivity (Q33) 8.5. Percentage of total people who agree that the speed for broadband
connectivity should be 128 kbps and it should be Always On 68%

Indications:
Based on this, the minimum speed for Broadband connectivity can be taken as 128 kbps with the connection being Always On.

(Q34) 8.6. Percentage of total respondents mentioning a need for broadband

connection. 61% of respondents. (Q35) 8.7. According to users minimum speed of broadband connectivity Based on the survey, on an average the minimum speed of broadband connectivity should be 128 Kbps. (Q36) 8.8. According to users affordable monthly tariffs for broadband connection (assuming the minimum speed of 128 Kbps). The monthly tariff for broadband connection should be less than Rs. 1000.

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Chapter-9 Suggestions for improvement

9.1 The respondents were requested to mention any suggestions they found appropriate as per their needs. The problems indicated by most of them are listed as under along with the probable reasons for the problems. Many complaints were regarding the help desks: This has been noted even in the survey. ISPs like BSNL, VSNL, MTNL have 49% of their customers dissatisfied with their customer service. People have complained regarding poor coordination in the departments: The Customer service complaints were mostly dealing with lack of coordination between various departments, particularly, govt. ISPs. Also, most of the people in UP have complained about slow speeds (they have mentioned speed of 56.6 kbps as slow): MTNL, VSNL, DISHNET have respectively 73,65,46% of their users suffering from slow speed. This situation could be due to over-subscription by ISP. The international Bandwidth has to be upgraded by these ISPs in their area. There have been complaints about the dial up being expensive: 62% of respondents feel that dial up is expensive. People are recommending the flat rate system: 61% of respondents prefer flat rate. This indicates dissatisfaction amongst users regarding dial up charges. Also, there is a need for the daytime access to be faster: Most of the users are finding daytime access slow and recommend its improvement. The slow access during day could be due to more traffic. People are facing maintenance problems and have recommended that TRAI should open a complaint center since the customer services are inefficient: Many ISPs like MTNL, BSNL, VSNL have majority of their users complaining about their customer service. Many respondents from Jaipur have complained that there is lack of Broadband Services in Jaipur: 61% of the users expressed a need for broadband connectivity, amongst them, most belonging to Jaipur.

*********

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