State-owned telecom operator Bharat Sanchar Nigam Limited (BSNL) has declared April as ‘Customer Service Month,’ launching a nationwide initiative aimed at improving customer experience through proactive feedback collection and service enhancements.
“As part of BSNL’s renewed focus on service excellence and its long-standing commitment to ‘customer first,’ all BSNL circles, business areas, and units will actively participate in this month-long engagement drive,” the company said in an official statement.
Customer-Centric Approach
The initiative will target customers across all segments—rural, urban, enterprise, and retail—with a primary focus on:
- Enhancing mobile network quality
- Improving fiber broadband (FTTH) reliability
- Strengthening leased circuit/MPLS services
- Ensuring billing transparency
- Expediting customer grievance resolution
During April, BSNL will actively collect customer feedback across multiple touchpoints, including its website, social media channels, dedicated customer forums, and direct outreach programs. The feedback will be reviewed by BSNL Chairman and Managing Director (CMD) Robert J. Ravi.
Leadership Commitment
“BSNL’s journey is rooted in the voice of every customer. As the only telecom provider to launch a truly Made-in-Bharat 4G network, we move forward with swadeshi pride and a commitment to serve with sincerity, speed, and strength—listening, learning, and leading toward a digital Viksit Bharat,” said Ravi.
Network Expansion & Competitive Landscape
BSNL is currently rolling out 1 lakh indigenous 4G telecom sites to enhance average revenue per user (ARPU), improve customer retention, and compete with private telecom players like Reliance Jio, Bharti Airtel, and Vodafone Idea (Vi), which already offer 5G services.
According to Telecom Regulatory Authority of India (TRAI) data, as of December 2024, BSNL had a wireless subscriber base of 31.08 million, compared to Jio’s 465.10 million, Airtel’s 280.76 million, and Vi’s 126.37 million. In the wired broadband sector, BSNL ranks third with 4.24 million subscribers, behind Jio (11.48 million) and Airtel (8.55 million).
Financial Turnaround & Growth Prospects
BSNL returned to profitability in Q3FY25 for the first time since 2007, posting a net profit of Rs 262 crore. This recovery was driven by network expansion, cost optimization, and growth across all business segments. The company expects revenue growth to exceed 20% by the end of the financial year on March 31.
With this initiative, BSNL aims to reinforce its market presence, improve customer satisfaction, and strengthen its position as a key player in India’s telecom industry.
