MNP MORE FAVOURABLE TO POSTPAID USERS WITH HEAVY USAGE

mobile-number-portability-FAVOURABLE-POSTPAID-USERSMNP (Mobile Number Portability), the long awaited service which allows mobile users to shift from one operator to another, may soon be here. While MNP is good news for the end user, it may be far from so for mobile operators! A recent survey conducted by THE NIELSEN COMPANY to determine customer attitude towards MNO shows the following

- Almost one fifth (18%) of Indian mobile phone subscribers would change their mobile operator once MNO is introduced.

- CDMA customers are more likely to change their operator – around one in four Reliance & Tata Indicom subscribers would like to avail MNP.

- BSNL would lose as well, as close to one in five (19%) BSNL subscribers would opt for MNP.

Around 12,500 mobile subscribers took part in the survey, which was held in 50 centres across the country.

The survey looked at the following parameters:

  • Network performance
  • Customer satisfaction
  • Customer willingness to recommend their existing operatir
  • Reasons for churn and
  • Reasons why a particular operator was selection by a customer

The survey conducted by The Nielsen Company also highlights the fact that high-spending postpaid mobile users and business users show a higher tendency to switch their mobile operator, once the MNP option is available to them. On the other hand, Prepaid, low and medium spend users are not motivated to switch.

Postpaid subscribers have almost double the minutes of usage compared to pre-paid subscribers and the incidence of data application usage is also higher among postpaid and high spenders. Vodafone has the highest postpaid subscriber base in India. (See Chart 1)

chart1

Chart 1: Sum of ‘definitely will switch operator’ and ‘probably will switch operator’

When MNP was introduced in the US, price/promotions were by far the leading drivers of acquisition. Ultimately the operator who leveraged the propensity of subscribers to choose based on price/promotions was successful in riding the Mobile Number Portability wave. In India, Mobile Number Portability can be leveraged by operators through smart, targeted marketing and promotions to coincide with the introduction of the facility,” continued Panchapakesan. (See Chart 2)

Chart 2: Top 2 Box: Sum of ‘definitely will switch operator’ and ‘probably will switch operator’

Chart 2: Top 2 Box: Sum of ‘definitely will switch operator’ and ‘probably will switch operator’

REASONS FOR OPERATOR SELECTION

  • PRICE (39%) is the main reason for selecting an operator across all subscribers, especially among CDMA subscribers.
  • NETWORK QUALITY (36%) came a close second
  • PROMOTION / REPUTATION / RECOMMENDATION / CUSTOMER SERVICE – other reasons for selecting a mobile operator.
  • SATISAFCTION LEVELS WITH EXISTING OPERATOR
  • OVERALL SATISFIED CUSTOMERS (55%) across all operators
  • NETWORK SATISFIED CUSTOMERS (48%) – greatest drop in network satisfaction seen with Airtel, BSNL and Reliance customers
  • NETWORK COVERAGE SATISAFIED CUSTOMERS (46%)
  • PRICE SATISAFCTION (46%) – reflects that most people are not  satisfied with regards to the price they have paid for the mobile phone services to their operator.
  • CUSTOMER SERVICE EXPERIENCE & QUALITY OF VOICE (all 42%)
  • SIGNAL STRENGTH / VOICE & DATA TARIFFS / BILLING ACCURACY (all 41%), indoor coverage (40%), dropped calls (32%).

LOYALTY FACTOR

  • Highest loyalty seen among lower socio-economic groups, older age groups, and among females.
  • Circles likely to get affected with MNP: Mumbai, Delhi, UP East & West, Gujarat, Rajasthan, Andhra Pradesh, Karnataka, Kerala, and Rest of West Bengal (excuding Kolkata).
  • Circles with highest levles of loyalty/retention: Chennai, Haryana, Himachal Pradesh, Punjab, UP East, Rest of Maharashtra (excluding Mumbai), Rest of Tamil Nadu (excluding Chennai), Bihar (inludes Jharkhand).

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  • Ali November 4, 2010 12:04 pm

    For MNP is the SIM replacement is required?

  • zareef August 11, 2009 5:45 pm

    still in many city AIRTEL ask FIR for sim replacements… its suc……

  • Deepak July 31, 2009 11:50 am

    Why make a person go to the cops when just to get an FIR made?AIRTEL gives SIM replacements without such customer harrassment!!!

    @Duane
    Now a day all the mobile Operator gives SIM replacements without such a customer harassment, not just Airtel! Some time back Airtel in Mumbai also demand the copy of FIR because it was mandatory from telecom regulator to issue the duplicate sim card so it might be possible that time R-Smart demands that. From all your comments it seems that you are a employee of Airtel! Well as my experience the SIM replacement process in Vodafone is really good just call the customer care and with in 6 hours (in working day-working time) the SIM card at your doorstep (at Customers billing address)!
    Now a day all the GSM service provider in Mumbai gives hassle free sim replacement.

  • Duane July 30, 2009 10:15 pm

    @Yogesh
    YOGESH care to share … the source of your information that MNO would be delayed!

  • Duane July 30, 2009 10:13 pm

    @rahul
    RELIANCE SMART will be the winner without a doubt…. sharing my PERSONAL EXPERIENCE with them:

    I had a number 98833-33333 when I was in Kolkata, lost the SIM in Andhra Pradesh, called them on STD (0-98830-98830) to ask how to get a replacement SIM and they INSISTED ON AN FIR! (THIS TOO AFTER KNOWING SENIOR PERSONS IN CUSTOMER CARE – THEY ONLY KNOW THE “PROCESS” AND DONT BOTHER ABOUT “CUSTOMER”)

    Why make a person go to the cops when just to get an FIR made?
    AIRTEL gives SIM replacements without such customer harrassment!!!

  • rahul July 30, 2009 12:53 pm

    which is worst GSM operator in Kolkata ?

    close contest between Reliance SMART and BSNL

    and the winner is

  • abhijit July 30, 2009 12:58 am

    @Debopratim Roy
    When MNP will start in KOLKATA the most worthless service provider will be lie down here first.And everybody knows that who is the most 3rd class mobile operator in KOLKATA circle.Daily news papers never tells lie.

  • Debopratim Roy July 30, 2009 12:05 am

    Surprised to see that Calcutta Telecom circle’s name is not in the list of MNP affected circles…yeh kaise ho gaya

  • Duane July 29, 2009 11:07 pm

    @Debopratim Roy
    DEBOPRATIM dont start off…
    the comments which came against your commennts on A RAJA are still fresh…
    for those who would like to read them here is the earlier link:

    http://telecomtalk.info/mobile-tariff-will-be-reduced-says-raja/4635/#comments

    >> @debopratim roy don’t do politics here.
    >> the indian people elected this government you must have respect them
    >> and you can not throw out A. Raja

  • Debopratim Roy July 29, 2009 9:58 pm

    All due to Thiru A.Raja India’s No.1 worthless telecom minister…..

  • altaf July 29, 2009 9:34 pm

    Debopratim Roy :
    Time will tell kaun raja hua MNP se aur kaun faqir hua re….Its long way to go still till its pressed into service in reality!!

    correct

  • Yogesh July 29, 2009 9:32 pm

    THE NIELSEN COMPANY has given biased survey. Much is fudged. Be sure for that.
    And my dear friend who said MNP is here soon.
    Now they say that it is not possible to launch this thing before 2010.

    They are screwing things around.
    This is a shame.

    Yogesh
    ygoel.com

  • Debopratim Roy July 29, 2009 9:21 pm

    Time will tell kaun raja hua MNP se aur kaun faqir hua re….Its long way to go still till its pressed into service in reality!!