Internet & WAN Services - Internet Service Provider

It's a tough battle for the top spot between Bharti Airtel and Tata/VSNL, with the two swapping places as winner and runner up in 100-499 and 500+ segments respectively. Similarly, Reliance and Tulip Telecom swap spaces for the third and fourth spot in these segments.

Brand loyalties are pretty high in the 100-499 employees segment. Tata/VSNL enjoys 91% brand loyalty from its existing users, with a minor 2% likely to shift to YOU telecom, and the remaining 7% unsure about which brand to shift to. Bharti/Airtel's brand loyalty was a little lower at 85%, with about 4% users likely to move to other brands, and the remaining unsure. Reliance's brand loyalty was at 94%, while Tulip's was the lowest at 81%. 6% of Tulip's existing users said they were likely to shift to Hathway and an equal percentage said they were likely to shift to Tata/VSNL in the near future.

In the 500+ employee segment, Tata/VSNL enjoys strong brand loyalty at 91%, with the remaining 9% not sure which other ISP brand to shift to. Bharti Airtel should be worried, with 81% brand loyalty, and 9% of its existing customers likely to shift to various other brands, including Net4India, Reliance, and AT&T Global. Reliance Communication's brand loyalty was lowest at 76%, but the remaining users weren't sure which other brand to shift to. Tulip Telecom's brand loyalty was 96%, while Net4India had 100% loyal customers (in this as well as in the 100-499 employees category).

Coming to reasons for choosing a brand in the 100-499 segment, users who were likely to go for Bharti Airtel or Tata/VSNL gave product reliability followed by brand value as their reasons. In case of Bharti Airtel, third and fourth reasons were after sales service and support and initial price, while in case of Tata/VSNL, these two reasons swapped places. In case of Reliance Communications, users gave equal votes for product reliability and initial price. Please refer to table for the remaining reasons.