1. Why customers may dump a telecom operator
for a new one
The Indian telecom sector witnessed a rapid transformation and significant rise in
competitive pressure in the past few years. Hence an Indian telecom operator needs to
offer a competitive value proposition that distinctly differentiates it from its competitors.
Key Takeaways
In conclusion, the survey results suggest that telecom operators can get an edge over
competitors by providing:
 Better network connectivity through improved coverage, reduction in call drops and
proper network while roaming. Customers identify these factors to be of utmost priority
to them. Ultimately, these aspects influence their decision to switch to another telecom
operator.
 Furthermore, telecom operators should offer better value proposition to post-paid users to
reduce their churn rate. They should aim for highly differentiated customer experience
with a customer-centric approach to keep customers delighted.
 Telecom operators should focus on competitive pricing for calls and data plans across
both post-paid and prepaid connections. They should also tailor and design suiting
customer experiences for different customers.
 Telecom operators must streamline their marketing channels across age groups (26+) and
user types (post-paid) to maximize reach and competitive advantage.
Let’s take a more detailed look at the demographics and results to gain further insights:
Demographics

2. The demographics were drawn from a random sample cutting across age, gender,
employment status, household income and user type.
Age & Gender
Below is the breakdown of the age of the interviewees.
 25% of the respondents were between 16 and 19 years of age
 41% between 20 and 25 years,
 25% between 26 and 30 years,
 10% respondents aged 30 years and above.
In all, 56% of the respondents were males while 44% were females.

3. Employment status
Below is the breakdown of the respondents’ professions.
 50% of respondents said they work full-time,
 4% respondents worked part-time,
 4% respondents were homemakers,
 1% respondents were seeking employment,
 37% respondents were students and
 another 4% respondents were engaged in other activities.

4. Connection type
In all, 70% of the respondents had a prepaid plan, while the remaining 30% used a post-
paid service.

5. Market and Competitor landscape
The respondents rated their satisfaction level across several key service parameters,
including network availability, pricing and customer support. Their feedback indicated a
very low satisfaction level of customers towards attributes they deemed as the most
important pertaining to telecom services.
Over 50% of the overall respondents indicated that they were unhappy with their present
telecom operator. The dissatisfaction is particularly higher with post-paid customers.

6. Opportunities
Respondents expressed better network connectivity as the overarching factor influencing
their decision to switch over to another telecom operator. More than two-thirds of the
respondents and 80% of post-paid customers said they would change the service
provider, if they got better network connectivity.