Reliance Communications' Big TV is ranked number three in all parameters in the Hindustan Times customer satisfaction survey.
Big TV, which was launched in August 2008 — around the same time as Airtel — has close to 3 million subscribers.
"Our focus is on quality of services as it is the differentiating benchmark between two service providers," said Sanjay Behl, CEO of Big TV.
The company says it has carried out a number of customer-friendly innovations such as installing 86 per cent of booked connections on the same day. "This is the highest in the industry," said Behl.
Big TV has more than 600 channel partners and about 3,500 people working as 'installers', spread out across the country. Installers have to pass weekly automated-tests and are trained in new features introduced by the firm.
The training is provided in multiple languages.
In 'channel choice and features' the company has 785 points, compared to Tata Sky's 814. "I'm surprised (at the result). We are number one in terms of choice of channels," Behl said. "We have 234 channels and are adding 20 more."
In 'uninterrupted services' the company has scored 754 points compared to Airtel's 790. "We have an uplinking facility in Bangalore, and another in Mumbai," Behl said. "If there are disturbances in one location, the other is protected."
He said the firm had done its own monitoring of quality of services and found it was "the best in the industry".
It uses Reliance Communications" call centres for customer complaints and interactions. It is a congestion-free network, the DTH firm says. "We offer services in 13 languages," said Behl. Customers can use toll and toll-free numbers to make calls.
Recharging can be done through credit card, prepaid card, the Internet or vouchers.
Between 65 and 70 per cent of recharges are done electronically.
Big TV is also behind Tata and Airtel in complaint redressal. "Very soon we will improve on it," said Behl. About 80 per cent of complaints that the company gets are resolved on phone and the rest are passed to installers.
Though the company has 789 points in 'quality of audio and video', compared to Tata's 818 points and Airtel's 816, Behl said that there was no difference in the quality of video and audio between various service providers.
"As far as technology is concerned, we have state-of-the-art technology for compression," said Behl.
Again, in 'innovation services', Big TV is at number three. "Tata Sky certainly has an advantage over us as it is an early entrant in the field," said Behl. "However, we have an advantage of being part of a telecom company, and install the best technology."