In the first of its kind experiment, BSNl officials received varied responses from consumers during the live interaction with Jharkhand Circle, Chief General Manager of BSNl. While some of the customers complained of poor services and were severely critical of the operator, others seemed to relish its latest data plan.

BSNl CGM Jharkhand Circle KK Thakur held a live interaction on popular website Twitter with BSNl customers exclusively of Ranchi city. An hour long interaction was scheduled between 3 pm and 4 pm through the Twitter Townhall. The BSNl customers of Ranchi city were asked to drop in their concerns at the twitter handle #TalkToCgmBsnlJkd. The initiative was taken to encourage the BSNl customers to come up with their grievances and queries pertaining to the BSNl services.

The issues raised by the customers were personally addressed by Thakur. Out of fourteen feedbacks from the customers, he responded to thirteen of them. To the question as to why BSNl services should preferred over the other operators, he tweeted “Because BSNl has the widest network and most reliable billing system and most affordable tariff”. Several customers appreciated latest data plan of BSNl and said that they expected more such customer-friendly plans.

He not only responded to all the complaints directed towards him but also promptly verified the landline numbers of various customers and the reason behind them being out of order. The most common complaint out of all was that the landline of most of the customers either remained dead or went out of service for many days.  Addressing to the complaint of a customer who awaited a landline connection since three years he replied, “Chiraundi area cable got damaged in road widening. Planned to make feasible within three months”.  Another customer complained about the the Winmax services launched by the BSNl. later after the live interaction a customer tweeted about the substandard services of the BSNl and asked to better its services like Jio or Airtel.

He also reassured the customers of the speedy recovery of the services.

Although the interaction was meant to be held for an hour, it extended for another hour. Customers saw this as an efficient way to “judge the level of services rendered by the BSNl” and hoped that this endeavour will raise the standard of the BSNl service.