With recent acquisition of VSNL by TATAs there is a good indication from VSNL, about its approach towards the customers. The old bureaucratic way of treating its customer is giving way to the new corporate way of dealing with its elite customers.
VSNL being the only ISP having the cable station was not able to cater its strength because of its poor customer support. And also because of its stringent payment terms there has been a reduction in the number of customer it had. All giving an opportunity to other ISPs to gain the customer at VSNL’s cost.
Just having the bandwidth and lower tariff cannot satisfy the customer. They should be provided a good service level both before and after sales.
In recent days for the first time VSNL has conducted a feedback survey from its customer to find the customer greivences. This indeed is a good sign. We expect the similar improvement in service provisioning.
Also there has been a drastic change in the payment terms becoming more customer friendly
With excellent service VSNL can be the market leader in this business.