1
Diagnostic research to understand lapsage
from BSNL landline & broadband
Report of FindingsJune, 2017
Presented to : BSNL, New DelhiPresented by: VoiceBack Technologies LLP, Bangalore
Copyrights VBT PPL. Please do not print or reproduce without permission
2
Introduction
Copyrights VBT. Please do not print or reproduce without permission
Findings
Recommendations
Diagnostic exercise to understand lapsage from BSNL landline & broadband connections
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
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
Dates of data collection 24th
May to 31st
May, 2017
* http://voicebacktechnologies.com/live/Surveys/2017/BBfeedback.aspx
3
Introduction
Copyrights VBT. Please do not print or reproduce without permission
Findings
Recommendations
Diagnostic exercise to understand lapsage from BSNL landline & broadband connections
Total customers who have responded 20,000Details of the disconnected ‘connection’
Landline connection
748537%
638232%
582029%
These 3 segments add up to 19687 customersAdditional 313 customers (ie., 1.5% of all respondents) did not specify
their connection but few of them have given reasons for lapsing
Broadband connection
Both – Landline & Broadband
First three of these segments have been reported separately in the subsequent slides of this document
4Diagnosing lapsage from BSNL landline
High monthly rental
22%
Long repair delay
17%
Any other reason
17%
Poor repair work
15%
Frequent disruptions
14%
Better offer by private
operators7%
High call charges
4%
Wrong Billing3%
Long provisioning
time1%
Segmenting lapsers by main reason for disconnecting BSNL landlineMain reasons for BSNL landline customers disconnecting are in hierarchy given below
1) High monthly rentals2) Long repair delays3) Poor repair work4) Frequent disruptions5) Better offer by private
players
Key other reasons for lapsage area) 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%
Base: 7485(BSNL landline lapsers)
5Diagnosing lapsage from BSNL landline
No, 90
Yes, 10
BSNL landline lapsers post disconnecting BSNL landline
Base: 7485(BSNL landline lapsers)
46
23
11 96 5
Air
tel
Re
lian
ce
MTN
L
Vo
daf
on
e
Tata
No
t S
pec
ifie
d
Base: 784(BSNL landline lapsers who have taken new connection)
Service provider of the new connection
Taken new connection
6Diagnosing lapsage from BSNL landline
BSNL landline lapsers dissatisfaction on parameters
Base: 7485(BSNL landline lapsers)
40 3834 34
2623 21
7 6
Po
or
rep
air
wo
rk
Lon
g r
ep
air
del
ay
Hig
h m
on
thly
ren
tal
Fre
qu
en
td
isru
pti
on
s
Oth
eras
pe
cts
Be
tte
r o
ffe
rb
y p
riva
teo
pe
rato
rs
Hig
h c
all
char
ge
s
Lon
gp
rovi
sio
nin
gti
me
Wro
ng
Bill
ing
7Diagnosing lapsage from BSNL broadband
Low broadband speed than promised regularly
26%
Frequent disruptions
15%
High monthly rental
13%
Any other reason
11%
Better offer by other operators
8%
Abnormally long repair
delay7%
Poor repair work
7%
High data charges per MB
used6%
Took too long to provide
connection3%
Less free calls in combo plan
2% Wrong Billing2%
Segmenting lapsers by main reason for disconnecting BSNL landlineMain reasons for BSNL broadband customers disconnecting are in hierarchy given below
1) Lower broadband speed2) Frequent disruption3) High monthly rental4) Better offer by other players5) Long repair delays
Key other reasons for lapsage area) Speed / network - ~3%b) Change of address ~1.5%c) Poor service – ~1%d) Billing related - ~1%
Few also claimed they have not disconnected the connection
Base: 6382(BSNL broadband lapsers)
8Diagnosing lapsage from BSNL broadband
No, 67
Yes, 33
BSNL broadband lapsers post disconnecting BSNL broadband connection
Base: 6382(BSNL broadband lapsers)
39 38
107
4 2
Re
lian
ce
Air
tel
Vo
daf
on
e
MTN
L
Tata
No
t S
pec
ifie
d
Base: 2092(BSNL broadband lapsers who have taken new connection)
Service provider of the new connectionTaken new connection
9Diagnosing lapsage from BSNL broadband
BSNL broadband lapsers dissatisfaction on parameters
Base: 6382(BSNL broadband lapsers)
4738
28 28 2722 21 21
12 95 3 2
Low
bro
ad
ban
dsp
ee
d t
ha
np
rom
ise
d r
eg
ula
rly
Fre
qu
en
td
isru
pti
on
s
Hig
h m
on
thly
ren
tal
Po
or
rep
air
wo
rk
Be
tte
r o
ffe
r b
yo
the
r o
pe
rato
rs
Ab
no
rmal
ly lo
ng
rep
air
del
ay
Hig
h d
ata
char
ges
per
MB
use
d
Oth
er a
spe
cts
Too
k t
oo
lon
g t
op
rovi
de
co
nn
ect
ion
Less
fre
e c
alls
inco
mb
o p
lan
Wro
ng
Bill
ing
Less
nu
mb
er
of
free
ap
plic
atio
ns
Acc
ess
to
less
app
licat
ion
s (f
ree
+p
aid
)
10Diagnosing lapsage from BSNL landline + broadband
Low broadband speed than promised regularly
16%
Abnormally long repair
delay14%
Frequent disruptions
12%Any other
reason12%
High monthly rental
11%
Poor repair work
9%
Better offer by private
operators7%
Better offer by other operators
6%
High data charges per MB
used4%
Took too long to provide
connection3%
Less free calls in combo plan
2%
Wrong Billing2%
High call charges
2%
Segmenting lapsers by main reason for disconnecting BSNL landline + broadband
Main reasons for BSNL broadband customers disconnecting are in hierarchy given below
1) Lower broadband speed2) Long repair delays3) Frequent disruption4) High monthly rental5) Poor repair work
Key other reasons for lapsage area) Change of address ~3%b) Poor service ~1.5%c) Speed / network – 2.5%
Few also claimed they have not disconnected the connection
Base: 5820(BSNL broadband + landline lapsers)
1
2
3
4
5
11Diagnosing lapsage from BSNL landline + broadband
No, 26
Yes, 74
BSNL broadband + landline lapsers post disconnecting BSNL broadband connection
Base: 5820(BSNL broadband + landline lapsers)
48
31
104 4 3
Air
tel
Re
lian
ce
Vo
daf
on
e
MTN
L
No
t S
pec
ifie
d
Tata
Base: 1534(BSNL broadband + landline lapsers who have taken new connection)
Service provider of the new connectionTaken new connection
12Diagnosing lapsage from BSNL landline + broadband
BSNL landline lapsers dissatisfaction on parameters
Base: 5820(BSNL broadband + landline lapsers)
35 35 3327 26 24 23
20 2017
1310 8 6 5 3 2
Freq
ue
nt
dis
rup
tio
ns
Low
bro
adb
and
sp
eed
than
pro
mis
ed
Po
or
rep
air
wo
rk
Hig
h m
on
thly
ren
tal
Ab
no
rmal
ly lo
ng
rep
air
de
lay
Bet
ter
off
er
by
oth
er
op
erat
ors
Be
tter
off
er
by
pri
vate
op
erat
ors
Lon
g r
ep
air
del
ay
Oth
er r
easo
ns
Hig
h d
ata
char
ge
s p
erM
B u
sed
Too
k to
o lo
ng
to
pro
vid
eco
nn
ecti
on
Less
fre
e c
alls
in c
om
bo
pla
n
Hig
h c
all c
har
ges
Wro
ng
Bill
ing
Lon
g p
rovi
sio
nin
g t
ime
Less
nu
mb
er
of
free
app
licat
ion
s
Acc
ess
to
less
app
licat
ion
s (f
ree
+ p
aid
)
13
Introduction
Copyrights VBT. Please do not print or reproduce without permission
Findings
Recommendations
Diagnostic exercise to understand lapsage from BSNL landline & broadband connections
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
14
For latest updates, follow us on
www.voicebacktechnologies.com
Thank you!
