Quality of Service Assessment Report of Survey for Basic (Wireline)
8 Balaji Estate, Guru Ravidass Marg, Kalkaji, New Delhi - 110019 Phone: (91)-11-4269-7800, Fax: (91)-11-42697802 Website: www.imrbint.com Quality of Service Assessment Report of survey for Basic (Wireline), Cellular Mobile (Wireless) & Broadband Services for Bihar & Jharkhand Circle Assessment of: I. Customer Perception of service II. Implementation & Effectiveness of Telecom Consumer Protection & Redressal of Grievance Regulations, 2007 April-June 2010 Prepared for: Telecom Regulatory Authority of India By: eTech Group@ IMRB, A specialist unit of IMRB International Quality of Service – Survey module report for Bihar and Jharkhand Circle Preface TRAI, the regulatory watch dog for the Quality of Service for the telecom services – Basic (Wireline), Cellular Mobile (Wireless) and Broadband has commissioned this study with the objective of measuring Quality of Services under the parameters as per the published notifications. The study, from the execution perspective, has been divided into two modules – Survey module and Audit module. The Survey module has been commissioned with the objective of gauging the subscriber feedback on Quality of Services by way of primary survey and comparing them with quality of service benchmarks stipulated by TRAI. In addition, Survey module would also measure the compliance of ‘Telecom Consumer Protection and Redressal of Grievances Regulations, 2007’. The Audit module would assess the Quality of Service of telecom operators (Basic (Wireline), Cellular Mobile (Wireless) and Broadband services) by auditing the service level records maintained by the operators, conducting drive tests as well as live measurements and comparing them with quality of service benchmarks stipulated by TRAI. For the ease of execution both the modules have been commissioned as two separate exercises.
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