TRAI Quality of Service Survey

TRAI released the results of its survey on the quality of service provided by the telecom service providers. The study identifies five factors that measured customer satisfaction with cellular operator's service in India-fault cleared in 24 hours, accumulated down time of community isolation, call drop rate, percentage connections with good voice quality, and billing complaints. 

Following are some its results. 

1.Quality of Basic Services 







a. Both the objective audit and subjective survey suggest that the basic services being provided are not up to the desired standards. There is an urgent need for improvement of quality of services among basic service providers.. The situation is quite bad in respect of following parameters:






i. Provision of New connections within 7 days


ii. No. of faults per 100 Subscribers per month


iii. Time taken to repair the faults


iv. Time taken to shift connection


v. Closures





b. It is also observed that quality of services of basic operators is at somewhat acceptable levels in metros and A circles. However, it is very poor in the B and C circles. 





c. Similarly, quality of basic services in the East and North zones lags behind West and South zones by a fair margin 

2.Quality of GSM Services 

a. On the whole, it has been observed that cellular operators are providing much better quality of service than their basic service counterparts. Fierce competition in the cellular market has forced operators to constantly keep improving their networks resulting in acceptable levels of service. Nevertheless, the areas where there is scope for improvement are as follows:

i. Billing complaint incidence



ii. Call Success Rate


iii. Accumulated downtime of community isolation





Compared to the service in Metros, A and B circles, the quality of mobile service in C circles is relatively poor. It seems that not enough investment is being made by operators to improve their services in the C circles. 

b. It has been observed that quality of cellular service needs significant improvement in the eastern region. 

3. Quality of CDMA Services 

The key concern areas for CDMA operators are billing complaint incidence, billing complaint resolution and fault incidence, in

that order. The performance of the CDMA operators on the remaining parameters is good. 

Based on this survey report and also the quarterly Performance Monitoring Report submitted by the service providers, the Authority has initiated an exercise to modify the QOS parameters wherever the prescribed benchmarks seems unrealistic.