Maharashtra

SERVICE TRACKER 2006
Circle: Maharashtra
Month:May-2006
What gets measured, gets done Tom Peters
1
Copyright 2005 ACNielsen 1
a VNU business
Background
2
a VNU business
Objectives for Service Quality Audits
To improve the standard of customer service by measuring/

monitoring customer related services and infrastructure at Airtel
outlets against pre- set compliance measures
To benchmark Airtels performance against competition (and

against a service delivery industry)
To identify the gaps for improvement in areas of customer related

services at Airtel outlets
3
a VNU business
Service Assurance Model for ARC evaluation
CSI Customer Satisfaction Indicator Score
Overall ARC 40%

score is a
weighted average
of these 3
parameters 3 Dimensional
Performance
Evaluation
10% 50%
ARC service conformance ARC Quality
Customer Handling- 24%
In the absence of calculating
a non-conformance score, Scenario- 6%
this 10% is given to all Infrastructure- 20%
circles
4
a VNU business
Sample spread
Maharashtra May 2006
Number of ARCs audited 46
Scenario evaluated Billing Enquiry
Key strategic competitor Idea
Service delivery benchmark HDFC Bank
Remarks:
297 CSI interviews and 138 mystery visits conducted
ARC scores have been calculated for 36 ARCs (where CSI data was available)
Non- conformance data not available for this month
5
a VNU business
Traffic Light Evaluation
Scoring pattern on key measures
World Class (91% or above)
Very Good (81 to 90%)
Good (71 to 80%)
Average (61 to 70%)
Poor ( 60% or less)
6
a VNU business
Scoring Pattern
Performance on individual attributes is the percentage of actual/
maximum possible score on the attributes.
On CSI the performance in taken as percentage people scoring

excellent/ very good (top 2 box) on each attribute.
The ARC score is a weighted average across attributes: 40%

weightage to CSI, 24% to customer handling attributes, 6% to
scenario related attributes, 20% to infrastructure and 10% to
non- conformance attributes.
7
a VNU business
Key Measures
8
a VNU business
Maharashtra is Jointly Ranked - 18
India Mobility average- 81
North (83) West (79) South (79) East (84)
100
86 87 86 86 88 87
90 84 85 84 83 83 85 83
81 80 81
78
80 75 75 75 74 72
70
60
50
40
30
20
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May-06 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06
The ARC score is good at 75 points (increased 8 points compared to April levels)
Below hub and mobility level scores 9
a VNU business
Maharashtra RPIs (Relative Position Indices)
Maharashtra weaker than India Mobility average on Customer handling & Scenario; similar on
CSI and Infrastructure
CSI India Avg.
Maharashtra
0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100
Infrastructure India Avg.

Maharashtra
0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100
Customer Handling Maharashtra India Avg.
0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100
Scenario Maharashtra India Avg.
0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

a VNU business
Distribution of Outlets on Key Measures Maharashtra
Poor(below 60%) Average (61-70%) Good (71-80%) V Good (81-90%) World Class(above 91%)
Weightage: 40% 24% 20% 6% 10%

100% 2
2 2 7
90% 17 17 15 9
80%
46
70% 25
60%
50% 64
40% 36 80 85
30% 48
20%
17 14
10%
2 NA
0% 3 6 2
ARC Score CSI Customer Handling Infra-structure Scenario Non Conformance
Maharashtra 75 78 53 79 48 NA
Avg
Idea Avg NA NA 44 75 40 NA
HDFC Avg NA NA 74 71 NA NA
Overall ARC score good at 75 about 2/3rd of the outlets in good zone
Key concerns- CH and Scenario are poor at 53 and 48 respectively.
Airtel scores better than Idea, but weaker than HDFC bank on Customer Handling 11
Infrastructure is good at 79. (at par with Idea and HDFC Bank) a VNU business
Voice of Customer
They give no respect to customers
Kushal telecom, TulsiTeleVentures, Kale Communications & Services Indus Tradelinks, Soham
Telecom, Aditya Cellular Service, City Links, Digital Communications, Dur Sanchar, Pune
Communication
The service was not satisfactory

Soham Telecom, Indus Tradelinks, Tulsi TeleVentures, Kolhapur Lobby, Pune Communication,
National Enterprises, Goa Lobby
They did not give complete information about Airtel schemes and plans.
Indus Tradelinks, Soham Telecom, Kushal telecom, City Links, Digital Communications, Indus
Tradelinks
Staff should be increased

Vega communications, Aditya Agency, R C Cellularm Aditi Enterprisesm Kale Communications
& Services
I had to wait for long
Vega communications, Kushal telecom, Digital Communications, Dur Sanchar
12
a VNU business
Voice of Customer
Computers were not working
Aditi Enterprises, National Enterprises
The executives sometimes talk on mobile and to their colleagues

National Enterprises
They should increase their working hours upto 9:00 PM. .

City Mobile
They should accept credit cards also

Wireless world
They should give the duplicate copy of the bill

Pune Communication
13
a VNU business
Top 10 outlets Maharashtra (ARC score)
Rank Outlet Name City Overall Arc Score
1 S.S.Communication Nagpur 86
2 R C Cellular Nagpur 85
Cellular Solutions Nagpur 84

3
Airzone Nagpur 84
Kuku Mobile Zone Nagpur 81

5
CRSTAL CORPOROATION Nasik 81
Singh Enterprises Pune 79
Aditya Agency Pune 79

7 TulsiTeleVentures Aurangabad 79
Shree Communication Hadapsar 79
14
a VNU business
Bottom 10 outlets - Maharashtra (ARC score)
Rank Outlet Name City Overall Arc Score
1 Pan Air Sholapur 60
2 Indus Tradelinks Pune 63
Sunny Communications Nasik 68

3
Kushal telecom Nasik 68
5 Vega communications Pune 69
Digital Communications Sholapur 70

6
Dur Sanchar Pimpri 70
Ashtavinayaka Ent. Kolhapur 71

8
Pune Communication Pune 71
10 Bakul Enterprises Amarawati 72
15
a VNU business
Key Highlights
Maharashtra jointly ranks 18th this month across all India
The ARC score is good at 75 points (increased 8 points compared to April levels)
CSI score good at 78 Increase of 19 points over last month

Slightly Weaker than mobility
Customer voices issues like executive behaviour, time taken to resolve issues
CH is poor at 53 and Scenario is poor at 48

Weaker than mobility average
Infrastructure is good at 79
Close to Mobility average
Decreased 4 points over April levels
16
a VNU business
Trends over time
17
a VNU business
Performance on Key Measures
ARC Score CSI Customer Handling Infrastructure Scenario Linear (ARC Score)
100 Postpaid acquisitions Subscription Postpaid acquisitions Billing enquiry
alerts
90
80
70
60
50
40
30
20
10
0
Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar April May
Trend over last 12 months
ARC score : Gradual Increase
All scores
Other thanmoving up very gradually
infrastructure, overshow
all measures months
a decline CSI: increase
CH: Stable
Infra: Gradual increase
18
Copyright 2005 ACNielsen Scenario:18
Increase
a VNU business
Spread of ARC scores over months
Poor(below 60% ) Average (61-70% ) Good (71-80% ) V Good (81-90% ) World Class(above 91% )
100% 3 4 7
9 8 12 9
90% 18 17
12
80% 34 17 21
44
70% 47 17
58 58
60% 58
50% 68 64
37 49
40% 55
57
30% 40 49
20% 28 33 27
10% 27 22 17
15 10 9 15
5 7 4 8 3
0%
Jul Aug Sep Oct Nov Dec Jan Feb Mar April May
Since the billing enquiry scenario started in Feb, % outlets poor/ average has been
high, for the first time in May % outlets good has been higher
19
a VNU business
Action Plan
20
a VNU business
Attribute Rating - Maharashtra
Upselling Monthly/Usage Product Knowledge Listening Appearance - Female
Opening Greeting charges & Bill Plan Comfort Assertiveness staff
Closing Greeting rental/Bill plan charge Air conditioner Understanding Appearance - Male
VAS Floors Issue of duplicate bill Store Timings staff
Wrap up Hygiene Wait time Walls Brand wall
Acknowledgement Water dispenser Computers External Walls
Bill plans currently Discounts Furniture
available Brochures Personal Hygiene
Hospitality Exclusivity
Dynamic Credit Limit Visibility
In-depth Explanation Posters
Late fees
Lighting
Attentiveness
Enthusiasm
Explanation of account
summary
Quality of Resolution
Uniform related
Attention
Cheque deposit/Drop box
Time taken
21
a VNU business
Legend
Red: Critical (less than 60)
Amber: Concern (61- 70)
Action at Circle Level (Maharashtra)
Upselling In almost all the cases, The executive did not offer you any Airtel product / VAS product/
or tell you about any scheme on his own
Opening Greeting In almost 90% of the cases, The executive did not greet you at all.
Closing Greeting In over 85% of the cases, The executive did not greet you at all
VAS In more than 86% of the cases, the executive Mentioned less than 5 VAS services
Wrap up In close to 90% of the cases, The executive did not summarise the interaction and did
not explain to you what the next steps would be
Acknowledgement In more than 1/3rd the cases, the executive did not ask the customer to sit down and in
another 55% he did not gesture him to do so.
Bill plans currently available In more than a quarter of the cases, he does not explain any plans himself but just gives
you a sheet or sends you to a board. In another 43% , He explains only a few plans and
a few charges per plan
Hospitality In more than 3/4th the cases, Someone brings water or guides you to water dispenser
only when you ask for it
Dynamic Credit Limit In more than half the cases, Explained how it was dependent on you monthly bill but not
how it can change
In-depth Explanation In around 60% of the cases, the executive answers you partly but does not pre-empt
more questions on the same topic
Late fees In more than 3/4th the cases, the executive only tells you the amount you will have to
pay
Lighting In more than 1/3rd the cases, No lights were switched on and in around 1/4 th , not all
lights were switched on
Attentiveness In around 60% of the cases, Executive gives you attention but does not maintain eye
contact or smile at you
Enthusiasm In more than 60% of the cases, executive is only somewhat eager to help and
enthusiastic
Explanation of account summary In more than 2/3rd the cases, the executive explained only those components where
there is an amount mentioned
22
a VNU business
Legend
Red: Critical (less than 60)
Amber: Concern (61- 70) Action at Circle level (Maharashtra)
Cheque deposit In around 60% of the cases, There was no cheque deposit box/drop box outside but
there was a box inside the outlet
Time taken In more than half the cases, The executive was able to solve your query but took
more that 10 minutes
Quality of Resolution In close to 3/4th the cases, The problem you visited for was partially solved
Uniform related In close to 60% of the cases, executives did not wear uniforms and almost none of
them had name tags.
Attention In more than 1/4th the cases, All executives were busy and no one attended you
when you entered the outlet
Monthly/Usage charges & Bill Plan In 2/3rd the cases, Executive explained one of the two i.e. either Monthly Charges or
rental/Bill plan charge Usage charges. In 3/4th the cases, Executive explained one of the two terms but not
the other in bill plan rental and bill plan charges
Floors In almost half the cases, The floors were dirty/ not swept properly
Water dispenser In more than a quarter of the cases, There were no water dispenser in the outlet
Discounts In more than 2/3rd the cases, the executive Explains discounts but without an
example
Brochures In more than a quarter of the cases, Outlet had no Airtel brochure dispenser or had a
Airtel dispenser that did not have any Airtel brochures in it
23
a VNU business
ARC wise Action Required
Attribute Maharashtra Arc Score
Average
Wait time 77 1. Jai Ambe Communication 0
Listening 81 1. Jai Ambe Communication 0
Understanding/Probing 84 1. Jai Ambe Communication 0
Product Knowledge 71 1. Jai Ambe Communication 0
Comfort 72 1. Sunny Communications 0
2. Jai Ambe Communication 0
3. City Links 33
4. Transworld 33
5. National Enterprises 33
6. Kushal telecom 33
7. City Mobile 33
8. Viacom 33
9. Cell city 33
10. Bakul Enterprises 33
Discounts 69 1. Jai Ambe Communication 0
3. National Enterprises 33
24
a VNU business
Average
Assertiveness 83 1. Jai Ambe Communication 0
Time taken Resolution 58 1. Jai Ambe Communication 0
2. City Mobile 22
3. Transworld 22
4. Indus Tradelinks 22
Signage- Exclusivity 98 1. Kale Communications & Services 33
External Walls/Ceiling 93 1. Jai Ambe Communication 33
Entrance glass 60 1. Jai Ambe Communication 11
Cheque deposit/Drop box 58 1. Bakul Enterprises 22
Store Timings 86 1. Jai Ambe Communication 22
2. Tajshree Celllulars 33
Floors 67 1. Jai Ambe Communication 11
2. Aditya Agency 33
3. Pan Air 33
4. City Mobile 33
5. Vega communications 33
6. Tele Star 33
7. Aditi Enterprises 33
8. Wireless world 33
9. Telephone Consultancy Service 33
25
a VNU business
Average
Walls 89 1. Dalmiya Cellular 11
4. Kale Communications & Services 44

Furniture 94 1. R C Cellular 33

Computers 80 1. Jai Ambe Communication, 11,-86 11
3. S.S.Communication 33
4. Cell city 33
5. Kuku Mobile Zone 33
6. Cellular Solutions 33
Air conditioner 76 1. Jai Ambe Communication 0
2. Kolhapur Lobby 33
3. Cell city 33
Brand wall 93 1. Jai Ambe Communication 0
Monthly/Usage charges & Bill 65 1. Jai Ambe Communication 0

Plan rental/Bill plan charge
26
a VNU business
Average
Water dispenser - Availability & 69 1. Tele Star 0
Functioning
3. Shree Communication 0
5. Network Cellular 0
6. Plus Communication 0
10. Vega communications 33
27
a VNU business
ARC wise action required
Average
Brochures 70 1. Transworld 0
4. Swapnalok 33
6. Dalmiya Cellular 33
7. Tele Star 33
8. Tele Communications 33
9. Digital Communications 33
10. Ashtavinayaka Ent 33
11. Goa Lobby 33
Issue of duplicate bill 76 1. Bakul Enterprises 0
3. Tajshree Celllulars 0
4. Dalmiya Cellular 0
6. R C Cellular 0
8. Jai Ambe Communication 0 28

9. Airzonea VNU business 33
Detailed Findings
29
a VNU business
Performance on attributes- CSI (top 2 box)
100
90
80
70
60
50
40
30
20
10
0
Ambience
Knowledge
Min. Waiting
Time Taken
Quality
Overall
Satisfaction
Resolution
Politeness
Resolution
Recd.
with
Job
Time
Intention to visit the ARC again: 96%

Key Issues Overall Quality, Ambience, Politeness, Job knowledge
30
a VNU business
Purpose of call- CSI
Of all the visits to the outlet
71% were to pay bill
10% were to buy recharge coupon.
4% were to get or enquire about new connection
4% were for VAS activation
31
a VNU business
Performance on Attributes- Infrastructure
100
90
80
70
60
50
40
30
20
10
0
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Key issues- Entrance Glass, Cheque deposit/ drop box, Floors, Lighting, Brochures, Water
dispenser, Music being played.
32
a VNU business
Performance on Attributes- Customer Handling
100
90
80
70
60
50
40
30
20
10
0
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Key issues- Uniforms, Attention, Hospitality, Acknowledgement, Opening & Closing greeting, In depth
explanation, Attentiveness, Enthusiasm, Comfort, Time taken for resolution, Quality of resolution, Wrap up,
33
Upselling Copyright 2005 ACNielsen 33
a VNU business
Performance on Attributes- Scenario
May April March February
100
90
80
70
60
50
40
30
20
10
0
Explanation of Monthly/Usage Discounts Late fees VAS Dynamic Credit Bill plans
account charges & Bill Limit currently
summary Plan rental/Bill available
plan charge
All scores, particularly VAS continue to be low.
34
a VNU business
Compliance Check for Duplicate Bill Generation
According to the new guideline, ARCs are not supposed to generate a
duplicate bill at the outlet.
Question : The bill reaches us very late. Is it possible for us to get a
duplicate copy of the bill from you if we dont receive the postal copy in
time?
ARCs score only when the executive refuses to generate bill.
Maharashtra score on refusal to issue duplicate bill 76%.

Outlets scoring poorly (i.e., agree to issue duplicate bill) are:
1. Bakul Enterprises.
2. Kuku Mobile Zone.
3. Tajshree Celllulars.
4. Dalmiya Cellular.
5. Cellular Solutions.
6. R C Cellular.
7. Kale Communications & Services.
8. Jai Ambe Communication.
9. Airzone.
35
a VNU business
Top & Bottom 3 outlets on each parameter
Top 3 outlets on CSI Bottom 3 Outlets on CSI
1. Cellular Solutions, Nagpur, 100 1. Pan Air, Sholapur, 41

2. S.S.Communication, Nagpur, 98 2. Indus Tradelinks, Pune, 59
3. Jyoti Mobile, Latur, 94 3. Dur Sanchar, Pimpri, 64
Top 3 Outlets on Customer Handling Bottom 3 Outlets on Customer Handling
1. R C Cellular, Nagpur, 82 1. Jai Ambe Communication, Wardha, 8

2. Plus Communication, Ulhas nagar, 76 2. Sunny Communications, Nasik, 37
3. CRSTAL CORPOROATION, Nasik, 70 3. Kushal telecom, Nasik, 38
Top 3 Outlets on Infrastructure Bottom 3 Outlets on Infrastructure
1. M G Cellular, Vasai, 96 1. Jai Ambe Communication, Wardha, 27

2. National Enterprises, Jalgoan, 89 2. Indus Tradelinks, Pune, 66
3. TulsiTeleVentures, Aurangabad, 89 3. Bakul Enterprises, Amarawati, 71
Top 3 Outlets on Scenario Bottom 3 Outlets on Scenario
1. CRSTAL CORPOROATION, Nasik, 72 1. Bakul Enterprises, Amarawati, 35

2. Plus Communication, Ulhas nagar, 72 2. Singh Enterprises, Pune, 38
3. S.S.Communication, Nagpur, 71
36
a VNU business
CSI (top 2 box) - Maharashtra vs India
All India West Maharashtra
Overall Quality
Satisfaction with Resolution 70 Min. Waiting Time
Recd. Resolution 0 Ambience
Time Taken Politeness
Job Knowledge
37
a VNU business
Customer Handling - Maharashtra vs India
India West Mumbai Idea HDFC
Uniform related
Upselling Appearance - Male staff
Wrap up Appearance - Female staff
Quality of Resolution 70 Personal Hygiene
Time taken Attention
Assertiveness Wait time

0
Comfort Hospitality
Enthusiasm Acknowledgement
Attentiveness Opening Greeting

Product Knowledge Closing Greeting
In-depth Explanation Listening
Understanding
38
a VNU business
Infrastructure - Maharashtra vs India
India West Maharashtra Idea HDFC
Visibility
Posters Exclusivity
Brochures External Walls
70
Brand wall Entrance glass
Hygiene Cheque deposit

0
Water dispenser Store Timings
Air conditioner Floors
Lighting Walls
Computers Furniture
39
a VNU business
Scenario - Maharashtra vs India
India West Maharashtra
Explanation of account
summary
Monthly/Usage charges & Bill

Issue of duplicate bill 70 Plan rental/Bill plan charge
Bill plans currently available 0 Discounts
Dynamic Credit Limit Late fees
VAS
40
a VNU business
Performance- By Parameters
41
a VNU business
Performance on Attributes (in %)- CSI
Mobility pan Mobility pan West Across West Across Maharashtra Maharashtra
India India Scores Scores
% scoring % scoring % scoring % scoring % scoring % scoring
top 2 box bottom 2 box top 2 box bottom 2 box top 2 box bottom 2 box
Overall Quality 74 5 53 7 67 4
Min. Waiting Time 77 4 72 6 77 2
Ambience 76 2 60 1 59 0
Politeness 81 3 75 4 70 5
Job Knowledge 76 4 62 5 70 5
Time Taken 77 5 77 7 81 2
Recd. Resolution 97 3 97 3 98 2
Satisfaction with 82 4 79 6 85 3
Resolution
42
a VNU business
Performance on Attributes (in %)- Customer handling
Personal Grooming 84 83 82 83 83
- Uniform related 44 48 47 33 33
- Appearance - Male staff 97 95 92 100 100
- Appearance - Female staff 98 93 91 100 100
- Personal Hygiene 99 97 97 100 100
Welcome Experience 61 64 48 50 58
- Attention 72 68 48 67 67
- Wait time 84 78 77 100 100
- Hospitality 47 59 39 33 33
- Acknowledgement 43 51 27 0 33
Interaction Experience 66 66 48 39 72
- Opening Greeting 21 28 5 0 0
- Closing Greeting 27 37 7 0 33
- Listening 94 89 81 67 100
43
a VNU business
Performance on Attributes (in %)- Customer handling
- Understanding/Probing 94 89 84 67 100
- In-depth Explanation 73 66 42 33 100
- Product Knowledge 89 86 71 67 100
Customer Service Attitude 84 77 62 33 100
- Attentiveness 76 67 46 33 100
- Enthusiasm 82 71 46 33 100
- Comfort 88 81 72 0 100
- Assertiveness 91 90 83 67 100
Problem Solving 77 71 53 33 67
- Time taken 75 71 58 33 33
- Quality of Resolution 80 71 47 33 100
Wrap up 57 56 9 0 0
Upselling 34 31 2 0 100
44
a VNU business
Performance on Attributes (in %)- Scenario
India West Maharashtra Idea
- Explanation of accounts summary 61 69 46 17
- Monthly/Usage charges & Bill Plan rental/Bill plan charge 81 69 65 67
-Discounts 81 76 69 100
- Late fees 59 49 43 33
- VAS 22 20 8 0
- Dynamic Credit Limit 70 56 40 100
- Bill plans currently available 51 50 38 0
- Issue of duplicate bill 68 65 76 0
45
a VNU business
Performance on Attributes (in %)- Infrastructure
Showroom Visibility 93 97 98 75 100

- Visibility 91 97 98 100 100
- Exclusivity 96 98 98 50 100
Exterior Appearance 76 83 74 71 83
- External Walls 87 94 93 100 100
- Entrance glass 83 85 60 100 100
- Cheque deposit 71 80 58 33 33
- Store Timings 62 73 86 50 100
Internal Ambience and Dcor 80 85 78 79 64
- Floors 89 88 67 100 33
- Walls 90 92 89 100 100
- Furniture 96 97 94 67 67
- Computers 73 78 80 100 100
- Lighting 63 59 46 17 100
46
a VNU business
Performance on Attributes (in %)- Infrastructure
- Air conditioner 81 85 76 100 100

- Water dispenser 56 69 69 50 0
- Hygiene 67 68 67 67 67
- Brand wall 89 97 93 50 0
- Brochures 67 86 70 100 100
- Posters 98 99 99 100 0
47
a VNU business
Thank You.
48
a VNU business

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SERVICE TRACKER 2006

What gets measured, gets done Tom Peters

To improve the standard of customer service by measuring/

To benchmark Airtels performance against competition (and

To identify the gaps for improvement in areas of customer related

Overall ARC 40%

Maharashtra May 2006

Number of ARCs audited 46

Scenario evaluated Billing Enquiry

Key strategic competitor Idea

Service delivery benchmark HDFC Bank

World Class (91% or above)

Very Good (81 to 90%)

Good (71 to 80%)

Average (61 to 70%)

Poor ( 60% or less)

On CSI the performance in taken as percentage people scoring

The ARC score is a weighted average across attributes: 40%

Infrastructure India Avg.

Customer Handling Maharashtra India Avg.

Scenario Maharashtra India Avg.

Copyright 2005 ACNielsen 10

Weightage: 40% 24% 20% 6% 10%

The service was not satisfactory

Staff should be increased

The executives sometimes talk on mobile and to their colleagues

They should increase their working hours upto 9:00 PM. .

They should accept credit cards also

They should give the duplicate copy of the bill

Cellular Solutions Nagpur 84

Kuku Mobile Zone Nagpur 81

Singh Enterprises Pune 79

Aditya Agency Pune 79

Shree Communication Hadapsar 79

1 Pan Air Sholapur 60

2 Indus Tradelinks Pune 63

Sunny Communications Nasik 68

5 Vega communications Pune 69

Digital Communications Sholapur 70

Ashtavinayaka Ent. Kolhapur 71

10 Bakul Enterprises Amarawati 72

CSI score good at 78 Increase of 19 points over last month

CH is poor at 53 and Scenario is poor at 48

2. Jai Ambe Communication 11

4. Kale Communications & Services 44

2. Jai Ambe Communication 33

2. Kale Communications & Services 33

5. Kuku Mobile Zone 33

Monthly/Usage charges & Bill 65 1. Jai Ambe Communication 0

4. Jai Ambe Communication 0

8. Kuku Mobile Zone 33

10. Vega communications 33

2. Kale Communications & Services 0

3. Jai Ambe Communication 0

10. Ashtavinayaka Ent 33

11. Goa Lobby 33

Issue of duplicate bill 76 1. Bakul Enterprises 0

2. Kuku Mobile Zone 0

7. Kale Communications & Services 0

8. Jai Ambe Communication 0 28

Intention to visit the ARC again: 96%

All scores, particularly VAS continue to be low.

Maharashtra score on refusal to issue duplicate bill 76%.