High scores indicate better QoS, and so 5 is the best QoS and 1 is the worst.
Airtel seems to have recovered some ground in the quarter ending September 2012 by plugging its loopholes in customer support quality, which was the main reason for its weaker performance in the previous two quarters.
Based on TRAI’s reported data for Quality of Service of each operator, and its satisfactoriness against TRAI’s prescribed benchmark, we have given circle-wise QoS values for each parameter (value 1 if parameter is not met by the operator, otherwise value is 0). Taking an average of each of these parameters and then equal weightage to the parameter heads, we arrive at
circle-wise QoS values for the operators. The values are then compared across operators at the circle level to assign them with scores (weakest operator has the highest value and score 1, whereas the best operator has score 5). We measure change in scores to test the impact of service quality over subscriber market share. For national scores, we take the weighted average using a proportion of subscribers from each circle for that operator as weights for circle level scores.