Net Promoter Score

Report : September 2016

Published on October 2,2016
Table of Content

Methodology…………………………………………………………………… 4
Findings………………………………………………………………………… 7
NPS – Nationwide ………………………………………………………………….. 8-9
NPS by Value Segments ……………………………………………………………
10
Promoter, Passive and Detractor …………………………………………………. 11 - 13
Value Segments …………………………………………………………………….. 14 -
16
NPS by Division ……………………………………………………………………... 17 - 23
Segment Details : Promoter ……………………………………………………….. 24 - 30
Segment Details : Passive …………………………………………………………. 31 - 35
Segment Details : Detractor ……………………………………………………….. 36 - 40
Additional Analyses …………………………………………………………… 41 - 48
Summary ………………………………………………………………………. 49 – 52
End of Slide …………………………………………………………………….. 53
Methodology
Net Promoter Score (NPS)
How likely is it that you would recommend [your own operator] to a friend or
colleague?

 Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling
growth.
 Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to
competitive offerings.
 Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth
through negative word-of-mouth.
To calculate your company’s NPS, take the percentage of customers who are Promoters and
subtract the percentage who are Detractors.

Method of interviewing
CATI: Telephone interview (CATI)
Sample Distribution

Operator
Category Division
Banglalink Grameenphone Robi Airtel Total

Dhaka 40 40 40 40 160
Chittagong 40 40 40 40 160
Khulna 40 40 40 40 160
High Value Customer
Rajshahi 40 40 40 40 160
Sylhet 40 40 40 40 160
Barisal 40 40 40 40 160
Dhaka 40 40 40 40 160
Chittagong 40 40 40 40 160
Khulna 40 40 40 40 160
Mid Value Customer
Rajshahi 40 40 40 40 160
Sylhet 40 40 40 40 160
Barisal 40 40 40 40 160
Dhaka 40 40 40 40 160
Chittagong 40 40 40 40 160
Khulna 40 40 40 40 160
Low Value Customer
Rajshahi 40 40 40 40 160
Sylhet 40 40 40 40 160
Barisal 40 40 40 40 160
Total 720 720 720 720 2880
Findings
 Month:Sep'16
Net Promoter Score (NPS): Wtd. (% )
95% confidence level; rNPS significantly distinguishable at 5 ppt.

100

90

80

70

60
49.1
50 43.1
40 33.0
30
21.8
20

10

0
Banglalink Grameen Phone Robi Airtel

BASE 720 720 720 720

Ref:Q3
7
 Month:Sep'16
NPS Segments:Wtd. (% )
95% confidence level; rNPS significantly distinguishable at 5 ppt.

100%
90% 14.6 14.1 20.3 21.3 Detractor
80% Passive
70% 27.7 22.6
Promoter
26.4
60% 35.6
50%
40%
30% 57.7 63.2
53.3
20% 43.1
10%
0%

60
49.1
50 43.1
40 33.0
30 21.8
20
Ref:Q3

10
0
Banglalink Grameen Phone Robi Airtel

BASE 720 720 720 720

8
 Month:Sep'16
Segment wise NPS assessment (%)
70% confidence level. Un-weighted NPS per value segment is provided.

Promotor Passive Detractor Promoter Passive Detactor

80 80
60.4 61.3 64.6 63.8
60.4
60 52.9
60
40 40

NPS: 48.8
29.2 29.2

NPS: 48.8
29.2
NPS47.5

25.0

NPS: 35
NPS:50

NPS:50
17.9 19.6 21.3
20 13.8 15.8 15.0
10.4 20 10.4

0 0
High Medium Low High Medium Low

Base 240 240 240 Base 240 240 240

Promoter Passive Detractor Promoter Passive Detractor

80 80
64.2 58.8
60 52.9
60 41.7 42.9 38.8
37.1 35.4
NPS: 52.1

NPS:41.3

31.7
NPS: 13.8

NPS: 37.5
27.5

NPS:24.6
40

NPS: 9.6
40 23.8 30.4 27.9
23.8 17.5 18.3
12.1 15.4
20 20
0 0
High Medium Low High Medium Low
Base 240 240 240 Base 240 240 240
Ref:Q3 9
 Month:Sep'16
Touch Points distribution by Promoter (%)

0.0 0.0
0.0
Others 0.0 0.0 0.0
0.0
No Comment 0.0
0.4 0.0
0.0
Emergency Balance 0.2
0.0 0.0
3G 0.0
0.0
0.0 0.0 0.0
FnF 0.0
0.0 0.0 0.0
Bonus 0.0
0.0 0.0 0.0
SIM 0.0
0.0 0.0 0.0
Recharge/Balance 0.0
0.0 0.0 0.0
SMS 0.2
0.0
Relationship Management 0.0 0.0 0.0
0.0 0.0
Website 0.0 0.0
0.0 0.0
Apps 0.0 0.0
0.0 0.0
Sales Point (retail) 0.0 0.0
0.2 0.0
Promotion 1.0 0.0
0.2 0.0
Payment experince (for pure… 0.0 0.0
9.1 6.6
Product Offers 15.0 6.3
Customer care 3.3 1.3
2.9 4.1
Mobile financial services 2.9 3.3 2.0 1.9
Internet service 11.2 8.2 10.9 10.3
Value added services 3.1 2.2 1.0 0.6
Availability 5.5 1.3 2.8
70.9 2.2
Tariff 37.8 63.5 85.0
Connection price 1.2 0.9 0.8 0.6
Network 58.0 84.6 63.8
38.2
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 419 453 395 319

1
 Month:Sep'16
Touch Points distribution by Passive (%)

0.0 0.0 0.0

Others 0.0
0.0 0.0 0.0
No Comment 0.0
0.0 0.0 0.0
Emergency Balance 0.0
0.0 0.0 0.0
3G 0.0
0.0 0.0 0.0
FnF 0.0
Bonus 0.0 0.0 0.0
0.0
SIM 0.0 0.0 0.0
0.0
Recharge/Balance 0.0 0.0 0.0 0.0
SMS 0.5 0.6 1.1 0.4
Relationship… 0.0 0.0 0.0 0.0
Website 0.0 0.0 0.0 0.0
Apps 0.0 0.0 0.0 0.0
Sales Point (retail) 0.0 0.0 0.0 0.0
Promotion 1.0 0.0 0.0 0.4
Payment experince… 0.0 0.0 0.0 0.4
Product Offers 9.0 7.7 7.5 3.5
Customer care 3.5 0.6 4.3 2.8
Mobile financial services 0.0 0.0 0.0 0.0
Internet service 16.0 10.7 13.4 23.2
Value added services 3.5 3.0 4.8 2.4
Availability 0.0 0.0 0.5 0.8
Tariff 49.5 73.2 65.2 25.2
Connection price 0.5 0.0 0.0 0.0
Network 61.5 33.9 35.3 74.0

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 200 168 187 254

Ref:Q4a 11
 Month:Sep'16
Touch Points distribution by Detractor (%)

Others
0.0
0.0 0.0 0.0 0.0
No Comment 0.0 0.0 0.0 1.4
Emergency Balance 0.0 0.0 0.0
3G 0.0
0.0
0.0 0.0
FnF 0.0 0.0
0.0 0.0
Bonus 0.0 0.0
0.0 0.0
SIM 0.0 0.0
0.0 0.0
Recharge/Balance 0.0 0.0
0.0 0.0
SMS 2.0 2.0
0.0 1.5
Relationship… 0.0 0.0
0.0 0.0
Website 0.0 0.0
0.0 0.0
Apps 0.0 0.0
0.0 0.0
Sales Point (retail) 0.0 0.0 0.0 0.0
Promotion 0.0 1.0 0.7 0.0
Payment experince… 0.0 0.0 0.0 0.7
Product Offers 10.9 10.1 5.8 7.5
Customer care 4.0 3.0 2.2 3.4
Mobile financial… 0.0 0.0 0.0 0.7
Internet service 9.9 11.1 19.6 15.0
Value added services 3.0 5.1 10.1 2.7
Availability 0.0 1.0 5.1 3.4
Tariff 65.4 78.8 63.8 26.5
Connection price 1.0 0.0 0.0 0.0
Ref:Q4a

Network 52.5 33.3 31.2 78.2

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 101 99 138 147

12
 Month:Sep'16
Touch Points distribution by High Segment (%)

0.0
0.0 0.0
Others 0.0 0.0
No Comment
0.0 0.0
0.0 0.0
Emergency Balance
0.0 0.0
0.4 0.0
3G 0.0 0.0
0.0 0.0
FnF 0.0 0.0 0.0
0.0
Bonus 0.0 0.0 0.0
0.0
SIM 0.0 0.0 0.0
0.0
Recharge/Balance 0.0 0.0 0.0
0.8
SMS 0.8 0.4 0.0
0.0
Relationship Management 0.0 0.0 0.0
0.0
Website 0.0 0.0 0.0
0.0
Apps 0.0 0.0 0.0
0.0
Sales Point (retail) 0.0 0.0 0.0
0.0 0.0
Promotion 1.3 0.4
0.0 0.0 0.8
Payment experince (for… 0.0
Product Offers 9.6 6.3 3.8
13.8
Customer care 3.3 2.9 3.3 5.0
Mobile financial services 2.9 3.3 0.4 2.1
Internet service 14.6 12.5 13.3 18.8
Value added services 5.4 1.7 2.9 1.7
Availability 2.9 0.0 1.7 2.1
Tariff 63.3 50.4 64.6 52.9
Connection price 0.8 0.4 0.0 0.4
Network 59.2 65.0 53.3 56.7

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 240 240 240 240

Ref:Q4a
13
 Month:Sep'16
Touch Points distribution by Medium Segment (%)

0.0
Others 0.0 0.0 0.0
0.0
No Comment 0.0 0.0 0.0
0.0 0.8
Emergency Balance 0.0 0.8
0.0 0.0
3G 0.0 0.0
0.0 0.0
FnF 0.0 0.0
0.0 0.0
Bonus 0.0 0.0
SIM 0.0 0.0
0.0 0.0
Recharge/Balance 0.0 0.0 0.0
0.0
SMS 0.4 0.0 1.3 0.0

Relationship Management 0.0 0.0 0.0 0.0

Website 0.0 0.0 0.0 0.0
Apps 0.0 0.0 0.0 0.0
Sales Point (retail) 0.0 0.0 0.0 0.0
Promotion 0.8 0.4 0.0 0.0
Payment experince (for… 0.0 0.4 0.0 0.0
Product Offers 12.1 9.2 7.5 5.4
Customer care 2.5 1.3 0.8 3.8
Mobile financial services 1.3 1.3 2.1 0.4
Internet service 12.5 7.1 13.3 14.6
Value added services 1.7 3.3 5.0 0.8
Availability 2.5 2.5 4.6 1.3
Tariff 63.3 52.5 59.2 50.8
Connection price 1.7 0.8 1.3 0.4
Network 59.6 68.8 55.0 62.9

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 240 240 240 240

Ref:Q4a 14
 Month:Sep'16
Touch Points distribution by Low Segment (%)

0.0 0.0
Others 0.0 0.0
0.0 0.0
No Comment 0.0 0.0
0.0 0.0
Emergency Balance 0.0 0.0
0.0 0.0
3G 0.0 0.0
0.0 0.0
FnF 0.0 0.0
0.0 0.0
Bonus 0.0 0.0
0.0 0.0 0.0
SIM 0.0
0.0 0.0 0.0
Recharge/Balance 0.0
0.0 0.4 0.8
SMS 0.4
Relationship Management
0.0 0.0 0.0
0.0
Website
0.0 0.0 0.0
0.0
Apps
0.0 0.0 0.0
0.0
Sales Point (retail) 0.0 0.0 0.0
0.0
Promotion 0.4 0.0 0.4
0.4
Payment experince (for pure… 0.0 0.0 0.0 0.0
Product Offers 12.5 7.9 6.3 7.5
Customer care 3.8 3.8 2.5 1.7
Mobile financial services 0.8 1.7 0.8 0.4
Internet service 10.0 7.9 12.9 14.2
Value added services 4.2 3.3 3.3 2.5
Availability 0.4 1.7 2.5
Tariff 2.5 65.8 52.1 68.3 52.1
Connection price 0.4 0.4 0.0 0.0
Network 55.8 63.3 42.1 57.5

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 240 240 240 240

Ref:Q4a 15
 70% confidence level; rNPS significantly distinguishable at 5 ppt.

Dhaka Division
100

80

60.3
60
49.3
50.7 48.8
42.8 48.5 49.5
47.3 42.5 39.7
40 39.0 36.5 39.0
38.3
36.8 38.0 33.1 39.0
31.6
30.3 26.4
28.3
29.8 26.1 25.5
21.5 24.3
20 26.8 19.7
21.0
16.0 10.0

0
Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16 Jul'16 Aug'16

Banglalink Grameenphone Robi Airtel

17
 70% confidence level; rNPS significantly distinguishable at 5 ppt.

Chittagong Division
100

80

60
49.0
46.8 50.3
46.3
45.0 44.8 45.0 46.2
43.8 35.4 43.8
40 41.3 39.5
36.8 38.5
44.8 33.8 37.1
35.3 40.336.5 34.8
36.8
39.8 32.5
32.3 33.3 33.8

25.8 26.5
23.3
20 18.9

0
Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16 Jul'16 Aug'16

Banglalink Grameenphone Robi Airtel

18
 70% confidence level; rNPS significantly distinguishable at 5 ppt.

Sylhet Division
100

80

62.8
60
51.2 58.8 54.5 55.4 51.8
54.8 56.0 54.3 50.0
51.3 50.5
42.1 43.0
43.7 42.8
40 43.2 41.0 40.3 41.8
37.2
36.8 36.1 39.9
33.3 31.7
31.5 35.832.3 29.0 33.8
28.1
25.0 26.523.5 23.0
20

0
Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16 Jul'16 Aug'16 Sep'16

Banglalink Grameenphone Robi Airtel

19
 70% confidence level; rNPS significantly distinguishable at 5 ppt.

Khulna Division
100

80

56.0 57.4
60.7
60
55.0 51.0 48.0 49.6
52.0 51.5
49.5 47.0 51.850.5
50.0
45.0
45.3 40.0 46.3
40 42.0
33.0
32.5 32.5
30.3 33.1
32.3 28.5 35.3
31.3 32.1
26.8 27.0 27.5
20 28.8
17.8
15.4

0
Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16 Jul'16 Aug'16 Sep'16

Banglalink Grameenphone Robi Airtel

20
 70% confidence level; rNPS significantly distinguishable at 5 ppt.

Rajshahi Division
100

80

67.0
60 58.3 58.6
59.0
55.5 54.3
52.8 54.4
50.0 49.8 51.4
48.4
46.0 46.3 50.0 39.943.9
41.7
46.8 43.3
42.3 42.5
40 44.3 42.1
37.5
35.8
27.8 30.0
23.5 24.5 25.8
26.3
20 21.4
20.2 19.6
17.8

0
Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16 Jul'16 Aug'16 Sep'16
Banglalink Grameenphone Robi Airtel
21
 70% confidence level; rNPS significantly distinguishable at 5 ppt.

Barisal Division
100

80

64.5
60
62.3
55.2
62.3
56.3
53.8 52.5 45.3
50.4
45.0 51.8 52.0
42.3
48.5
50.5
44.8 44.8 39.543.3 39.4
43.0
40 38.2 40.1 35.4
33.9 35.4
29.8 28.0 30.0
27.2
26.3 26.6 26.8
27.0
20 28.6
22.8

0
Jan'16 Feb'16 Mar'16 Apr'16 May'16 Jun'16 Jul'16 Aug'16 Sep'16

Banglalink Grameenphone Robi Airtel

22
Segment Details
(Promoter: 9-10)

23
 Month:Sep'16
Touch Points distribution by Promoter (%)

0.0 0.0
Others
0.0
0.0
0.0 0.0
No Comment
0.0
0.0
0.4 0.0
Emergency Balance 0.0
0.2
0.0 0.0
3G 0.0 0.0
0.0 0.0 0.0
FnF 0.0
0.0 0.0 0.0
Bonus 0.0
0.0 0.0 0.0
SIM 0.0
0.0 0.0 0.0
Recharge/Balance 0.0
0.0 0.0 0.0
SMS 0.2
0.0 0.0 0.0
Relationship Management 0.0
0.0 0.0 0.0
Website 0.0
0.0 0.0 0.0
Apps 0.0
0.0 0.0 0.0
Sales Point (retail) 0.0
Promotion
0.2 0.0 0.0
1.0
0.2 0.0
Payment experince (for pure… 0.0 0.0
9.1 6.6
Product Offers 15.0 6.3
Customer care 2.9 3.3 1.3 4.1
Mobile financial services 2.9 3.3 2.0 1.9
Internet service 11.2 8.2 10.9 10.3
Value added services 3.1 2.2 1.0 0.6
Availability 5.5 1.3 2.8
70.9 2.2
Tariff 37.8 63.5 85.0
Connection price 1.2 0.9 0.8 0.6
Network 58.0 84.6 63.8 38.2
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 419 453 395 319

2
 Month:Sep'16
Distribution of the most important (single response)Touch Point (%)

0.0
Others 0.2 0.0 0.0
0.0
Relationship Management 0.0 0.0 0.0
0.0
Website 0.0 0.0 0.0
0.0
Apps 0.0 0.0 0.0
0.0
Sales Point (retail) 0.0 0.0 0.0
0.0
Promotion 0.0 0.0 0.0
Payment experince (for pure 0.0
0.0 0.0 0.0
post-paid customer)
2.0 1.9
Product Offers 6.0 3.3

0.3 0.6
Customer care 1.2 0.7

0.8 0.3
Mobile financial services 1.0 1.1

4.8 4.4
Internet service 2.4 3.8

1.1 0.3 0.0

Value added services 0.2
0.2 0.3 1.3
Availability 1.7
20.3 41.0 70.9
Tariff 49.9
0.0 0.0 0.0
Connection price 0.2
69.5 50.6 20.7
Network 37.2
Ref:Q4b
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 419 453 395 319

25
 Month:Sep'16

Distribution of Attributes by Touch Point Network (%)

Network 58.0 84.6 63.8 38.2

Others 0.0 0.0 0.0

0.0

3G Network 0.0 0.0 0.0

0.0

Call drop 7.4 4.0 7.4

2.9

Clarity of voice 15.6 13.6 13.9 14.8

Network quality while

2.5 1.3 0.0 1.6
traveling

Connectivity 4.5 7.8 7.5 7.4

Indoor coverage 18.5 6.8 11.5 14.8

Network quality 8.6 7.8 3.6 14.8

Network coverage 42.8 59.8 59.5 39.3

Ref:Q4c 0 20 40 60 80 100
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 243 383 252 122

26
 Month:Sep'16
Distribution of Attributes by Touch Point Tariff (%)

Tariff 70.9 37.8 63.5 85.0

Others 0.0 0.0 0.0 0.0

Sudden Balance 0.0 0.0
Deduction 0.0 0.6
Emergency balance 0.0 0.0 0.0 0.0
Bonus offer (by 0.0 0.0
recharge/talk… 0.3 0.0
Time duration offer 0.0 0.0 0.0 0.0
Reduce call rate/High 0.0 0.0
call rate 0.0 0.0
Flat rate 14.1 6.4 19.9 28.8
Description of a tariff 0.0 0.0
term, its simplicity 1.0 1.2
ISD call rate 0.7 0.0 0.0 0.7

SMS rate 0.0 0.0 0.0 0.0

FnF rate(on-net/off-net 8.1 3.5 2.8 2.2

Pulse rate 8.4 8.8 6.8 10.0

13.5 14.7 24.0

Off-net call rate 16.2
On-net call rate 51.2 66.1 55.8 34.3
Ref:Q4c
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 297 171 251 271

27
 Month:Sep'16
Distribution of Attributes by Touch Point Internet Services (%)

Internet S. 11.2 8.2 10.9 10.3

Others 0.0 0.0 0.0

0.0
Sudden Balance Deduction 0.0 0.0 0.0
0.0
Improve internet service 0.0 0.0 0.0
0.0
Reduce internet cost 0.0 0.0 0.0
0.0
Unlimited/Increase time 0.0
0.0 0.0 0.0
duration of internet
Get Modem 0.0 0.0 0.0 0.0
Internet speed 0.0 0.0 0.0 0.0

Free Internet/Internet MB 0.0 2.7 2.3 0.0

3G Network 0.0 0.0 2.3 3.0

Simplicity of activation 10.6 5.4 4.7 21.2

Package Pricing 25.5 27.0 25.6 33.3

Package options 14.9 8.1 9.3 9.1

GPRS/internet/EDGE outdoor 2.3 0.0
Coverage
0.0 2.7
GPRS/internet/EDGE indoor 2.3 3.0
Coverage
4.3 5.4
GPRS/internet/EDGE outdoor 14.0 12.1
speed
14.9 16.2
GPRS/internet/EDGE indoor 37.2 18.2
speed
29.8 32.4
Ref:Q4c 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 47 37 43 33
28
Distribution of Attributes by Touch Point Product Offers (%) Month:Sep'16

Product Offer 15.0 9.1 6.6 6.3

Others 0.0 0.0

0.0 0.0
Emergency balance 0.0 0.0
0.0 0.0
Increase time duration… 0.0 0.0
0.0 0.0
Bonus on recharge/Talk… 3.2 10.0
0.0 15.4
Sudden Balance… 1.6 0.0
0.0 0.0
Increase FnF No. 0.0 0.0
0.0 0.0

3G network 0.0 0.0 0.0

0.0

Want free talk… 0.0 0.0 0.0

0.0
0.0 5.0
Want various type of… 0.0 0.0
0.0 0.0
Offer Migration and… 1.6 0.0
57.7 10.0
Bundle 54.0 78.1
0.0 15.0
Community package 0.0 4.9
0.0 10.0
FnF 6.4 2.4
11.5 20.0
Different package options 9.5 4.9
7.7 10.0
Range and variety of… 1.6 0.0
7.7 20.0
Innovative offers 22.2 9.8

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Ref:Q4c

Base 63 41 26 20
29
Segment Details
(Passive:7-8)

30
 Month:Sep'16
Touch Points distribution by Passive (%)

0.0 0.0 0.0

Others 0.0
0.0 0.0 0.0
No Comment 0.0
0.0 0.0 0.0
Emergency Balance 0.0
3G 0.0 0.0 0.0
0.0
FnF 0.0 0.0 0.0
0.0
Bonus 0.0 0.0 0.0
0.0
SIM 0.0 0.0 0.0 0.0
Recharge/Balance 0.0 0.0 0.0 0.0
SMS 0.5 0.6 1.1 0.4
Relationship… 0.0 0.0 0.0 0.0
Website 0.0 0.0 0.0 0.0
Apps 0.0 0.0 0.0 0.0
Sales Point (retail) 0.0 0.0 0.0 0.0
Promotion 1.0 0.0 0.0 0.4
Payment experince (for… 0.0 0.0 0.0 0.4
Product Offers 9.0 7.7 7.5 3.5
Customer care 3.5 0.6 4.3 2.8
Mobile financial services 0.0 0.0 0.0 0.0
Internet service 16.0 10.7 13.4 23.2
Value added services 3.5 3.0 4.8 2.4
Availability 0.0 0.0 0.5 0.8
Tariff 49.5 73.2 65.2 25.2
Connection price 0.5 0.0 0.0 0.0
Network 61.5 33.9 35.3 74.0

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 200 168 187 254

Ref:Q4a 31
 Month:Sep'16
Distribution of the most important (single response)Touch Point (%)

Others 0.0 0.0 0.0 0.4

Relationship 0.0
0.0 0.0 0.0
Management
Website 0.0 0.0 0.0 0.0

Apps 0.0 0.0 0.0 0.0

Sales Point (retail) 0.0 0.0 0.0 0.0

Promotion 0.0 0.0 0.0 0.4

Payment experince (for 0.0
0.0 0.0 0.4
pure post-paid customer)
Product Offers 4.0 3.6 2.7 0.8

Customer care 0.5 0.6 1.1 1.2

Mobile financial services 0.0 0.0 0.0 0.0

Internet service 8.0 4.8 9.6 12.2

Value added services 2.5 1.2 3.7 1.6

Availability 0.0 0.0 0.5 0.4

Tariff 35.5 65.5 55.1 18.9

Connection price 0.5 0.0 0.0 0.0

Network 49.0 24.4 27.3 63.8

Ref:Q4b
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 200 168 187 254

32
 Month:Sep'16

Distribution of Attributes by Touch Point Network (%)

Network 61.5 33.9 35.3 74.0

Others 0.0 0.0

0.0 0.0

3G Network 0.0
0.0 0.0
0.0

Call drop 8.9 7.6 6.9

5.3

Clarity of voice 14.6 28.1 16.7 11.7

Network quality
2.4 3.5 6.1 4.8
while traveling

Connectivity 8.9 1.8 6.1 10.1

Indoor coverage 22.0 28.8 11.7

31.6

Network quality 11.4 6.1 11.2

1.8

Network coverage 28.8 43.6

31.7 28.1

Ref:Q4c 0 20 40 60 80 100 0 20 40 60 80 100

0 20 40 60 80 100 0 20 40 60 80 100

Base 123 57 66 188

33
 Month:Sep'16
Distribution of Attributes by Touch Point Tariff (%)

Tariff 49.5 73.2 65.2 25.2

0.0 0.0
Others 0.0 0.0
13.9 6.3
Sudden Balance… 11.1 6.5

Emergency balance 0.0 0.0 0.0

0.0

Bonus offer (by… 0.0 0.0 0.0 0.0

Time duration offer 0.0 0.0 0.0 0.0

Reduce call rate/High… 0.0 0.0 0.0 0.0

Flat rate 7.1 9.8 18.0 10.9

Description of a tariff… 2.0 2.4 1.6 0.0

ISD call rate 0.0 0.8 0.0 0.0

SMS rate 0.0 0.8 1.6 0.0

FnF rate(on-net/off-net 1.0 0.8 0.8 0.0

Pulse rate 1.0 0.8 0.0 0.0

Off-net call rate 67.7 64.2 51.6 73.4

On-net call rate 10.1 13.8 12.3 9.4

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Ref:Q4c

Base 99 123 122 64

34
Segment Details
(Detractor 0-6)

35
 Month:Sep'16
Touch Points distribution by Detractor (%)

0.0
Others 0.0 0.0 0.0 0.0
No Comment 0.0 0.0 0.0 1.4
Emergency Balance 0.0 0.0 0.0 0.0
3G 0.0 0.0 0.0 0.0
FnF 0.0 0.0 0.0 0.0
Bonus 0.0 0.0 0.0 0.0
SIM 0.0 0.0 0.0 0.0
Recharge/Balance 0.0 0.0 0.0
2.0
SMS 2.0 0.0 1.5
0.0
Relationship Management 0.0 0.0 0.0
0.0
Website 0.0 0.0 0.0
0.0
Apps 0.0 0.0 0.0
0.0
Sales Point (retail) 0.0 0.0 0.0
0.0
Promotion 0.0 1.0 0.7
0.7
Payment experince (for… 0.0 0.0 0.0
7.5
Product Offers 10.9 10.1 5.8
3.4
Customer care 4.0 3.0 2.2
0.7
Mobile financial services 0.0 0.0 0.0
15.0
Internet service 9.9 11.1 19.6
2.7
Value added services 3.0 5.1 10.1
3.4
Availability 0.0 1.0 5.1
26.5
Tariff 65.4 78.8 63.8
0.0
Connection price 1.0 0.0 0.0
78.2
Ref:Q4a

Network 52.5 33.3 31.2

0 20 40 60 80 100
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 101 99 138 147

36
 Month:Sep'16
Distribution of the most important (single response)Touch Point (%)

1.4
Others 2.0 0.0 0.7
0.0
Relationship Management 0.0 0.0 0.0
0.0
Website 0.0 0.0 0.0
0.0
Apps 0.0 0.0 0.0
0.0
Sales Point (retail) 0.0 0.0 0.0
0.0
Promotion 0.0 0.0 0.0
Payment experince (for pure 0.0
0.0 0.0 0.0
post-paid customer)
2.9 2.0
Product Offers 5.9 3.0

1.5 0.0
Customer care 1.0 0.0

0.0 0.0
Mobile financial services 0.0 0.0

11.6 9.5
Internet service 5.9 4.0

2.0 5.1 0.7

Value added services 2.0
0.0 2.2 0.7
Availability 0.0
68.7 55.8 15.7
Tariff 45.5
0.0 0.0 0.0
Connection price 1.0
22.2 20.3 70.1
Network 36.6
Ref:Q4b
0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 101 99 138 147

37
 Month:Sep'16
Month: Feb’14
Distribution of Attributes by Touch Point Network (%)

Network 52.5 33.3 31.2 78.2

0.0 0.0
Others 0.0 0.0

0.0 0.0
3G Network 0.0 0.0

14.0 7.8
Call drop 9.4 21.2

Clarity of voice 16.3 22.6

13.2 30.3

Network quality 0.0 0.9

5.7 3.0
while traveling

Connectivity 13.2 3.0 4.7 7.8

Indoor coverage 20.8 18.2 39.5 10.4

Network quality 7.6 6.1 2.3 6.1

Network
30.2 18.2 23.3 44.4
coverage
Ref:Q4c

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 53 33 43 115

38
 Month:Sep'16
Month: Feb’14
Distribution of Attributes by Touch Point Tariff (%)

Tariff 65.4 78.8 63.8 26.5

0.0 0.0 0.0

Others 0.0
6.4 10.2 15.4
Sudden Balance Deduction 3.0
0.0 0.0 0.0
Emergency balance 0.0
Bonus offer (by recharge/talk 0.0 0.0 0.0
time/free minute) 0.0
0.0 0.0 0.0
Time duration offer 0.0
Reduce call rate/High call 0.0 0.0 0.0
rate 0.0
18.0 19.3 12.8
Flat rate 16.7
Description of a tariff term,
0.0 3.9 1.1 0.0
its simplicity
ISD call rate 1.5 1.3 0.0 0.0

SMS rate 0.0 0.0 0.0 0.0

FnF rate(on-net/off-net 0.0 0.0 0.0 0.0

Pulse rate 0.0 1.3 0.0 0.0

Off-net call rate 63.6 50.0 59.1 66.7

On-net call rate 15.2 19.2 10.2 5.1
Ref:Q4c

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Base 66 78 88 39
39
Mobile Internet Users NPS Month:Sep'16
(Monthly)

All figures are in %

100
Total (User and Non User) Monthly User Regular User Non User

80

60 56.3
51.6
49.1
43.1 45.3
42.9 41.1
40 36.3
30.9 33.0 33.1
27.7
21.8 22.7 22.8
20
10.5

0
Banglalink Grameen Phone Robi Airtel

Banglalink Grameenphone Robi Airtel

Total (User and non User) 720 720 720 720
Base Monthly User 89 129 85 128
Regular user 59 85 56 89
Non User 631 591 635 592

41
 Month:Sep'16
Identifying best practice and major gaps with relative
competitive positioning

All figures are in %

Banglalink Grameenphone Robi Airtel

80

60 55.2
47.3
40 30.3

20
NPS Score by
0.6 4.3
Category
0
-3.6 -0.3
-6.8 -5.1
-20 -14.8

-40

-60 -49.4 -48.4

Network Tariff Internet Service

Market Average
7.3 -0.7 -4.5
NPS

Note: - Category taken as primary reason for giving a score.

42
 Month:Sep'16
Usage Duration (%)

Banglalink Grameen phone

Above 15 years 3.2
Above 15 years 0.8 20.3
Above 10years
Above 10years 6.3
6 years-10 years 45.8
6 years-10 years 46.0
2 years-5 years 26.1
2 years-5 years 43.5
7 months-1 year 2.4
7 months-1 year 2.5
2 months-6… 1.4
2 months-6… 0.8
0.1 Upto 1 month 0.8
Upto 1 month
0.0 50.0 100.0 0.0 50.0 100.0

Base: 720 Base: 720

Robi Airtel
2.5 Above 15 years 0.3
Above 15 years
Above 10years 2.6
Above 10years 4.2
6 years-10 years 32.9
6 years-10 years 35.6
2 years-5 years 61.0
2 years-5 years 51.4
7 months-1 year 2.2
7 months-1 year 3.6
2 months-6… 1.0
2 months-6… 2.1
Upto 1 month 0.0
Upto 1 month 0.7
0.0 50.0 100.0
0.0 50.0 100.0
Base: 720 Base: 720

Ref:Q8a 43
 Month: Sep'16
Net Retention Score (NRS) : (%)
100%
1.4 2.4 2.7 1.5
98% 0.4 0.3
0.3 0.1
96% Vulnerable
94% Undecided
92% Loyal
90%
98.2 97.4 97.2 98.2
88%
86%
84%
82%
80%

96.8 95.0 94.6 96.7

100
80
60
NRS
40
20
0
Banglalink Grameen Phone Robi Airtel

Ref:Q8b Base: 720 720 720 720

44
 Month:Sep'16
Month: Feb’14
Monthly Mobile Phone Expenditure (%)

Above 10000 Tk. 0.0 0.0

0.0 0.0

5001-10000 Tk. 0.3 0.1

0.1 0.3

3001-5000 Tk. 0.6 0.7 0.7 0.6

2001-3000 Tk. 1.5 4.0 2.1 2.6

1001-2000 Tk. 6.1 10.7 7.4 8.3

501-1000 Tk. 18.2 15.0 15.7 16.5

201-500 Tk. 30.0 30.3 26.3 28.2

101-200 Tk. 20.1 19.0 20.8 19.7

1-100 Tk. 23.2 20.1 26.8 23.9

0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100 0 20 40 60 80 100

Ref:Q9
Base: 720 720 720 720 45
 Month:Sep'16
Encourage (in past 12 months) (%)

All figures are in %

Above 99 people 7.2 9.8

Above 99 people
71-99 people 0.2 71-99 people 0.2
51-70 people 1.4 51-70 people 1.4
31-50 people 8.0 31-50 people 7.1
21-30 people 7.0 21-30 people 6.9
11-20 people 21.2 11-20 people 22.2
6-10 people 22.4 6-10 people 25.1
1-5 people 32.5 1-5 people 27.4
0 10 20 30 40 50 0 10 20 30 40 50
Base: 486
Base: 438

Above 99 people 4.7

Above 99 people 4.6 0.2
71-99 people
71-99 people 0.8
51-70 people 1.8
51-70 people 0.6
31-50 people 4.3
31-50 people 4.4
21-30 people 6.7 21-30 people 6.2
11-20 people 20.8 11-20 people 19.9
6-10 people 28.4 6-10 people 25.9
1-5 people 33.5 1-5 people 37.0
0 10 20 30 40 50 -10 10 30 50

Base: 513
Base: 475

Ref:Q6a All 2,880 respondents were asked this question; others, who did not answer this question, is not included in the base. 46
 Month:Sep'16

Whether currently used SIM recommended by family or peers (%)

100%

90%
Yes No
80%

70%

60% 88.9 89.4

91.4 93.2
50%

40%

30%

20%

10% 11.1 10.6

8.6 6.8
0%
Banglalink Grameenphone Robi Airtel

Base: 720 720 720 720

Ref:Q7a 47
 Month:Sep'16
Month: Feb’14
Summary

rNPS:
Irrespective of how high or low the absolute scores are, the relative comparison are more important.

rNPS for the month is -5.9%, which is BL NPS minus the top NPS scorer among the competition. Grameenphone is the highest NPS
scorer of the month.

NPS:

The NPS scores for this month : 1st – Grameenphone = 49.1% ; 2nd – Banglalink = 43.1% ; 3rd Robi = 33% ; 4th Airtel = 21.8%.

Share of Promoter:
With 63.2% promoters, Grameenphone is the leading operator, in terms of promoter percentage followed by Banglalink
(57.7%). Robi (53.3%) & Airtel (43.1%) are in 3rd & 4th place respectively.

Share of Passive :
GP (22.6%) has the least passive customer base, followed by Robi (26.4%), BL & AT has 27.7% & 35.6% respectively.

Share of Detractor:
GP (14.1%) has the least detractors, followed by BL (14.6%). Robi & AT have 20.3% and 21.3% respectively.

49
 Month:Sep'16
Summary by NPS Segments: Promoters

Touch Point distribution :

Network –84.6% of GP subscribers would advise their peers to use GP for strong network, followed by Robi (63.8%),
BL (58%) & AT (38.2%).

Tariff – 85% of AT subscribers will recommend their fellows to use it for lower tariff, followed by BL (70.9%), Robi
(63.5%) & GP (37.8%).

Product Offer, Internet Service and Availability are the few other attributes of based on which subscribers will recommend to
their peers.

Most Important Touch Point: Among all TPs, subscribers of all operators had stressed mostly on Tariff and Network as key
basis for recommending a particular mobile phone operator company.

50
 Month:Sep'16

Summary by NPS Segments: Promoters (Contd.)

Touch Points specifically mentioned as attributes for recommendation
Network :
58% BL promoters have mentioned that they would suggest this operator due to its Network. Among them, 42.8%
promoters on network patronage comes from strong Network Coverage. For Network Quality :8.6%, Indoor
Coverage: 18.5%, Voice Clarity: 15.6%, Connectivity: 4.5% and Low Call Drop: 7.4%.

Tariff:
70.9% BL promoters have mentioned that they would suggest using this operator for Tariff. Among them 51.2%
promoters (for tariff) would recommend BL for On-net call rate. For Off-net call rate 16.2% would recommend BL.
Pulse Rate = 8.4%, FNF rate = 8.1%, Flat Rate = 14.1%.

Internet Service
11.2% of BL promoters mentioned internet services as reason for promotion. About 44.7% is main reasons include
Package Pricing and indoor speed, while the next 55.3% is owing to outdoor speed ,indoor coverage, simplicity of
activation and package option.

Product Offers:
15% of BL promoters have mentioned that they would recommend BL for likeable Product offers. 54% of these
promoters would suggest BL for its Bundle packages, while 22.2% to recommend BL for its Innovative Offers.
FNF= 6.4% and different package options = 9.5%

Rest of the touch points related suggestions are statistically insignificant.

51
 Month:Sep'16
Month: Feb’14

Touch Point distribution :

•Network : 52.5% of BL detractors feels that an improvement in network is required. In comparison,78.2%, 33.3%, and 31.2%
users of AT, GP & Robi (respectively) calling out for improvement .

•Tariff: In terms of tariff, 78.8% of Grammeenphone detractors recommended an improvement. while BL (65.4%) and Robi
(63.8%) detractors thinks the tariff to be too high. AT detractors (26.5%) think the tariff needs to be lowered.

Most Important Touch Point needing improvement: Detractors of all operators had stressed the need for improvement mostly on
Tariff and Network . Improvements are needed for internet services and product offers too.

52