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Airtel highest gainer, Tata Docomo biggest loser of MNP
 

Airtel highest gainer, Tata Docomo biggest loser of MNP

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With 2.03 Million­­ requests for mobile number porting in June alone, companies like Tata Docomo are getting the hardest hit of the newly introduced mobile number portability (MNP) as per the study ...

With 2.03 Million­­ requests for mobile number porting in June alone, companies like Tata Docomo are getting the hardest hit of the newly introduced mobile number portability (MNP) as per the study by Simplify360.

Out of all the people expressing or who have switched to other networks, 26% of customers belong to Tata Docomo. However only 4% of people are willing to switch to Tata Docomo. As a result Tata Docomo has a net loss of 22% of those switching networks using MNP.

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    Airtel highest gainer, Tata Docomo biggest loser of MNP Airtel highest gainer, Tata Docomo biggest loser of MNP Presentation Transcript

    • SOCIAL MEDIA ANALYSIS OF INDIAN TELECOM PLAYERS Online conversation Analysis
    • AIRTEL HAS THE LARGEST SHARE OF VOICE Source: simplify360, June, 2013 38.3% 22.3% 12.2% 11.3% 6.2% 6.1% 3.1%
    • INITIATIVES OF TELECOM OPERATORS IN PROVIDING ASSISTANCE TO VICTIMS IN THE FLOOD-HIT UTTARAKHAND WAS APPRECIATED 25% 24% 25% 20% 17% 25% 21% 24% 28% 22% 26% 29% 22% 37% 51% 48% 53% 54% 54% 53% 42% Airtel Vodafone Aircel BSNL Reliance Idea Tata Docomo Positive Negative Neutral Source: simplify360, June, 2013 CUSTOMER SERVICE ISSUES A MAJOR DRIVER OF NEGATIVE SENTIMENT
    • TATA DOCOMO HAS THE LEAST NET SENTIMENT SCORE Source: simplify360, June, 2013 3% 3% 1% -3% -6% -13% -17% Idea Aircel Airtel Vodafone BSNL Reliance Tata Docomo Majority Of the customers Were Dissatisfied With docomo Due To Unreliable Network, Slow Speed Of The Internet and Poor Customer Service leading to a negative net sentiment score
    • MOBILE NUMBER PORTABILITY ANALYSIS
    • AMONG THE MNP RELATED BUZZ, CONVERSATIONS FROM POTENTIAL SWITCHERS DOMINATED 1.1% 98.9% MNP Related Buzz Non MNP related Buzz Of the MNP related buzz, most of the conversations were from Potential Switchers who have applied for MNP or willing to opt MNP. Some consumers who have switched to other networks using MNP were sharing their experiences/views about their new network. Potential Switchers were also seen sharing their reasons for opting MNP. Ex: “@ideacellular when can we expect 3G services to resume in mumbai? 2G is very slow. I am almost on the verge of porting my no to @VodafoneIN” 78% 22% Potiential Switchers Switchers SAMPLE CONVERSATION: SWITCHER SAMPLE CONVERSATION: POTIENTIAL SWITCHER Based on sample analysis
    • CONSUMERS FROM VODAFONE CONSTITUTED 27% OF THE TOTAL CONSUMERS WHO ARE INTERESTED IN SWITCHING/SWITCHED TO OTHER NETWORK VIA MNP Vodafone 27% Tata Docomo 26% Airtel 21% Reliance mobile 9% Idea Cellular 6% Aircel 5% Others/Unknown 4% BSNL 2% Vodafone Tata Docomo Airtel Reliance mobile Idea Cellular Aircel Others/Unknown BSNL “Of the total MNP related Buzz, Consumers from Vodafone constituted 27% of the total consumers who switched/would like to switch to other network via MNP followed by Tata DoCoMo, Airtel, Reliance Mobile, Idea etc” Based on sample analysis Source: simplify360, June, 2013
    • ABOUT 1 OUT OF 5 CONSUMERS INDICATED THEY WOULD LIKE TO SWITCH TO AIRTEL USING MNP Others/Not Mentioned* 31% Airtel 24% Vodafone 20% Idea Cellular 8% BSNL 6% Tata Docomo 4% Reliance mobile 4% Aircel 3% Others/Not Mentioned* Airtel Vodafone Idea Cellular BSNL “21% of consumers said they switched/wants to switch to Airtel from other networks using MNP followed by Vodafone and Idea.” Note: Unknown/Others includes mentions in which consumers who wants to switch to other networks or they have not mentioned to what network they would like to switch Based on sample analysis Source: simplify360, June, 2013
    • TATA DOCOMO HAS THE HIGHEST CHURN RATE FOLLOWED BY VODAFONE AND AIRCEL TATA DOCOMO VODAFONE AIRCEL RELIANCE MOBILE IDEA CELLULAR AIRTEL BSNL 5.7% 3.5% 3.1% 2.7% 2.0% 1.3% 0.7% Churn Rate Social media Churn Rate is defined as number of people porting out/wants to port out from a brand to the total number of people talking about a brand Industry Average (2.7%) Source: simplify360, June, 2013
    • WHILE BSNL, AIRTEL AND IDEA HAD GAINED WITH MNP, AIRCEL,RELIANCE MOBILE, VODAFONE AND TATA DOCOMO HAD A NEGATIVE IMPACT Service Provider Percentage of consumers who wants to port out/ported Percentage of consumers who wants to port in/ported in Net Impact BSNL 2% 6% 4% AIRTEL 21% 24% 3% IDEA CELLULAR 6% 8% 2% AIRCEL 5% 3% -2% RELIANCE MOBILE 9% 4% -5% VODAFONE 27% 20% -7% TATA DOCOMO 26% 4% -22% OTHERS/UNKNOWN 4% 31% 27% Based on sample analysis Tata Docomo is the highest looser in Mobile Number Portability
    • POOR CUSTOMER SERVICE IS THE MAIN REASON FOR PORTING MOBILE NUMBER 43% 39% 18% Customer Service Quality of services Value for money  Consumers showed their discontent on:  Poor response from customer care executives  Service issues including delaying and not responding. Ex: “@airtelindia its been 12 days since i did the mistake of MNP from vodafone...no response 4m ur guys...11 yrs with Vodafone”  Issues related to internet speed, Availability and speed of 3G and Network Issues were dominant. Ex: “@ideacellular when can we expect 3G services to resume in Mumbai? 2G is very slow. I am almost on the verge of porting my no to @VodafoneIN”  Wrong deductions, billing related issues and wrongly stated offers were the key concerns cited by customers Source: simplify360, June, 2013
    • ISSUES RELATED TO CUSTOMER SERVICE, 3G, NETWORK CONGESTION AND WRONG DEDUCTIONS DOMINANT
    • ABOUT SIMPLIFY360 Simplify360 delivers actionable insights decision makers need to achieve better business performance. Simplify360 offers a comprehensive, unified portfolio of business intelligence and advanced analytics. With Simplify360, companies can spot trends, patterns and anomalies, compare “what if” scenarios, predict potential threats and opportunities, identify and manage key business risks and plan, budget and forecast resources. With these deep analytic capabilities from Social media data our customers around the world can better understand, anticipate and shape business outcomes. http://www.facebook.com/simplify360 https://twitter.com/Simplify360 https://plus.google.com/114484709774692203346/ For more details visit: http://simplify360.com/
    • THANK YOU