1. Page 1 SG Analytics | Confidential & Proprietary Telecom Customer Survey 25 July 2016

2. Page 2 SG Analytics | Confidential & Proprietary Table of contents  Scope  Demographics  Market and competitor landscape  Opportunity mapping  Key takeaways

3. Page 3 SG Analytics | Confidential & Proprietary Scope: Feedback from telecom customers OBJECTIVE SGA conducted this study to understand customers’ feedback on mobile services providers and the primary drivers for them to switch over GEOGRAPHICAL SCOPE Pune APPROACH SGA conducted F2F surveys at prominent malls METHODOLOGY Mall intercepts through PAPI (Pen and Paper Interview) SAMPLE SIZE 800 DEMOGRAPHICS Random sampling across gender, age, employment status, household income and user type

4. Page 4 SG Analytics | Confidential & Proprietary Demographics

5. Page 5 SG Analytics | Confidential & Proprietary Demographics

6. Page 6 SG Analytics | Confidential & Proprietary Market and Competitor Landscape

7. Page 7 SG Analytics | Confidential & Proprietary Satisfaction Level across Key Service Parameters Importance and satisfaction level across services According to the survey, there is a low satisfaction level towards the most important attributes pertaining to mobile services, including network availability, pricing aspects and customer support. Over 50% of the overall population are unhappy with their current service provider. An extreme dissatisfaction is higher with postpaid customers as compared to prepaid. Extreme dissatisfaction level across types of connections

8. Page 8 SG Analytics | Confidential & Proprietary Opportunity Mapping

9. Page 9 SG Analytics | Confidential & Proprietary Of both connections (prepaid and postpaid), strong likelihood of a switchover is expressed by postpaid customers. More than two-third of overall customers and ~80% of the postpaid customers would switch over, if they got better network and connectivity from another service provider. Reasons influencing customers’ switchover decisions Factors driving customers to switch over to another service providerReasons for switchover across connections (prepaid and postpaid)

10. Page 10 SG Analytics | Confidential & Proprietary Switchover decision by Age Group Switchover by age group A majority of the customers in the age group of 26-40 years has cited better network availability, coupled with value for money for the services, as the key reasons for switching the service provider. Factors influencing switchover to another network provider

11. Page 11 SG Analytics | Confidential & Proprietary Key Takeaways

12. Page 12 SG Analytics | Confidential & Proprietary Considering network connectivity as the major challenge faced by customers across service providers, telecom operators can capitalize on this opportunity by scaling up their network connectivity (for both voice and data) and aim to have a better coverage. This includes reduction in call drops and proper network while roaming. Better Network Connectivity Better Network, Pricing and Impactful Marketing can augment customer reach across both prepaid and postpaid connections Almost 80% of the existing postpaid customers across service providers have expressed that poor network connectivity, including call drops and delayed issue resolution are important key reasons for them to switch their existing service provider. Providers can leverage this opportunity by contriving a customer- centric approach by increasing its stores and data center staff, coupled with improving its overall network connectivity. Targeting Postpaid Customers Since India is a price sensitive market and the target audience reach is spread across income groups, operators should exercise on competitive pricing for calls and data plans across both postpaid and prepaid connections. Competitive Pricing Operators have to emphasize on their marketing channels across age groups (26+) and user types (postpaid) to maximize their reach and competitive advantage. The company would also benefit, if it accentuates primarily on customers’ concern areas and work on its market positioning. Impactful Marketing