MAM
Hutch, Airtel lead the cellular race: TNS Celltrack study
MUMBAI: “Mirror Mirror on the wall, who’s the fairest of them all?” With so many cellular network services in the fray, competition is expected to be tough as the companies scramble to live up to customer expectations.
The latest annual study done by TNS Celltrack reveals that cellular service providers, Hutch and Airtel have captured top rankings in meeting customer expectations.
On the other hand, CDMA players Tata Indicom and Reliance Infocomm are still far below in the customers’ reckoning and MTNL, the traditional cellular operator has appeared at the bottom of the heap.
The final tally for the top five performers among individual operators has Hutch leading with a TRI*M Index of 99 in Gujarat, the next three operators from Madhya Pradesh – Idea, Reliance Infocomm and BSNL lead with 93, 91 and 90 TRI*M scores respectively. Hutch, Mumbai figures in the fifth slot with a TRI*M score of 84. Reliance Infocomm has done extremely well in MP considering it’s way below in the overall ranking.
TNS used its proprietary TRI*M Stakeholder Relationship Management System, wherein the TRI*M Index is a measure of the ‘intensity of retention’ and takes into consideration both the subscribers’ level of satisfaction with the service provider as well as the level of retention and loyalty towards the service provider.
The TRI*M Index of cellular phone subscribers at 70 is distinctly higher as opposed to CDMA subscribers, at 54. And inspite of the CDMA operators’ ability to attract customers and grow the customer base substantially in 2003, the CDMA/ WLL operators have not been able to anticipate and meet customer expectations, the study revealed.
TNS zeroed in on 4,921 mobile users using a structured questionnaire across the 13-telecom circles, covering both GSM and CDMA service providers. While the study covered about 75 elements of the subscriber-service provider relationship, the parameters were whittled down to eight broad dimensions namely, network and coverage, value added services, company image, recharging processes and procedures (among prepaid), purchase process, billings and payments, tariffs and pricing and customer care/ helpline. Fieldwork for the study was conducted between November to December 2003.
TNS India Vice President, Stakeholder Management Division Abraham Karimpanal said, “Looking at the performance of the cellular industry over time, we can see that the overall performance was continuously increasing until 2002. However, with the customer base almost doubling from 2002 to 2003, the TR*M Index marginally dropped from 72 to 70 – the service providers need to ‘delight’ the customers a lot more to retain them.”
The cellular circles (in alphabetical order) and the service providers covered in TNS Celltrack Study
S.No
Telecom Circle
Service providers
1 Andhra Pradesh
Hutch, Idea, Bharti, BSNL, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
2 Chennai
Bharti, Hutch, RPG, BSNL, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
3 Delhi
Bharti, Hutch, Idea, MTNL, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
4 Gujarat
Hutch, Idea, Bharti, BSNL, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
5 Karnataka
Hutch, Spice, Bharti, BSNL, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
6 Kerala
BPL, Escotel, BSNL, Bharti and Reliance Infocom (CDMA)
7 Kolkata
Bharti, Hutch, BSNL and Reliance Infocom (CDMA)
8 Madhya Pradesh
Idea, Reliance, Bharti, BSNL and Reliance Infocom (CDMA)
9 Maharashtra
BPL, Idea, Bharti, BSNL, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
10 Mumbai
BPL, Bharti, Hutch/Orange, MTNL, Tata Indicom and Reliance Infocom (CDMA)
11 Punjab
Spice, Bharti, BSNL and Reliance Infocom (CDMA)
12 Tamil Nadu
BPL, Aircel, BSNL, Bharti, Tata Indicom (CDMA) and Reliance Infocom (CDMA)
13 UP – West
Escotel, BSNL, Bharti and Reliance Infocom (CDMA)
Interestingly, in case of the GSM service providers (cellular), customers seem satisfied with the ‘ability to make and receive calls in any part of the city’, however, the service providers have fallen short in meeting customers expectations when it comes to coverage within buildings, in basements or in lifts. The corporate image of the service provider continues to be an important aspect in driving retention and most service providers have been successful in building a positive and favorable image among the subscribers.
The study also revealed that ‘Error free’ and ‘accurate’ bills, being promptly delivered is something that the customers seem to be taking for granted and have little impact on retention. On the contrary, non-delivery on these could cause a lot of disgruntlement and unhappiness with the service provider.
Another revelation was that customers seemed very peeved with the amounts they had to pay for local and STD calls. The cellular industry has performed below average in various aspects related to ‘customer care / helpline’. These include ‘time taken before someone attends to you’, their ‘ability to resolve complaints/ queries in the first instance’, ‘overall time taken to resolve complaints’, call center personnel’s ability to take decisions, ‘knowledge of customer care personnel about tariff plans and schemes’ and ‘the promptness in taking action on complaints’.
While in the case of CDMA subscribers, performance of the network is a key driver for building customer relationships as well. The study said that while subscribers seem satisfied with most aspects of the network, ‘coverage while roaming’ was something subscribers had to grapple with and was leading to discontent. The subscribers of CDMA services have a positive corporate image of their service provider particularly when it comes to ‘a company that is financially strong’ and ‘being a company that is credible and you can trust’.
The efforts made by CDMA operators in lowering ‘entry barriers’ and facilitating the ‘ease of acquisition’, have been acknowledged by the subscribers. However, a big concern for CDMA subscribers was found to be in the area of ‘billings and payments’. Subscribers seem upset with not receiving bills promptly and the bills not being accurate or error free. Also the way CDMA operators remind about dues and giving insufficient notice before debarring service for non-payment of dues was making customers extremely unhappy.
Brands
Netflix India names Rekha Rane director of films and series marketing
Streaming giant bets on a seasoned marketer who helped build Amazon and Netflix into household names
MUMBAI: Netflix has put a proven brand builder at the helm of its films and series marketing in India, naming Rekha Rane as director in a move that signals sharper focus on audience growth and cultural cut-through in one of its most hotly contested markets.
Rane steps into the role after seven years at Netflix, where she has quietly shaped how the platform sells stories to India. Her latest promotion, effective February 2026, crowns a run that spans brand, slate and product marketing across originals, licensed content and new verticals such as games.
A strategic marketing and communications professional with roughly 15 years’ experience, Rane has spent much of her career building technology-led consumer businesses and new categories, notably e-commerce and subscription video on demand. She was part of the early push that introduced Amazon.in, Prime Video and Netflix to Indian homes, then helped turn them into everyday brands.
At Netflix, she most recently served as head of brand and slate marketing for India from March 2024 to February 2026, leading teams across media and marketing for global and local content portfolios. Before that, as manager for original films and series marketing, she led IP creation and go-to-market strategy for titles including Guns and Gulaabs, Kaala Paani, The Railway Men* and The Great Indian Kapil Show, spanning both binge and weekly-release formats.
Her earlier Netflix roles covered product discovery and promotion in India and integrated campaign strategy to drive conversations around the content slate, product awareness and brand-equity metrics.
Before Netflix, Rane logged more than three years at Amazon in brand marketing roles in Bengaluru. There she handled national and regional campaigns for Amazon.in, worked on customer assistance programmes in growth geographies and contributed to the go-to-market strategy for the launch of Prime Video India.
Her career began well away from streaming. At Reliance Brands in Mumbai, she worked on retail marketing for Diesel and Superdry. A stint at Leo Burnett saw her work on primary research for P&G Tide, mapping Indian shoppers’ paths to purchase. Earlier still, at Orange in the United Kingdom, she rose from sales assistant to store manager, running a team and owning monthly P&L for a retail outlet.
The arc is telling. As global streamers fight for attention in a crowded Indian market, executives who understand both mass retail behaviour and digital habit-building are prized. Rane’s career sits at that intersection.
For Netflix, the bet is simple: in a market spoilt for choice, sharp marketing can still tilt the screen. And with Rane now leading the charge, the streamer is signalling it wants not just viewers, but fandom.
Brands
Orient Beverages pops the fizz with steady Q3 gains and rising profits
Kolkata-based beverage maker reports stronger revenues and profits for December quarter.
MUMBAI: A fizzy quarter with a steady aftertaste that’s how Orient Beverages Limited, the company that manufactures and distributes packaged drinking water under the brand name Bisleri closed the December 2025 period, as the Kolkata-based drinks maker reported improved revenues and a healthy rise in profits, signalling operational stability in a competitive beverage market.
For the quarter ended December 31, 2025, Orient Beverages posted standalone revenue from operations of Rs 39.98 crore, up from Rs 36.42 crore in the previous quarter and Rs 33.53 crore in the same quarter last year. Total income for the quarter stood at Rs 42.24 crore, reflecting consistent demand and stable pricing across its beverage portfolio.
Profit before tax for the quarter came in at Rs 3.47 crore, a sharp improvement from Rs 1.31 crore in the September quarter and Rs 0.39 crore a year ago. After accounting for tax expenses of Rs 0.79 crore, the company reported a net profit of Rs 2.68 crore, nearly three times the Rs 0.99 crore recorded in the preceding quarter.
On a nine-month basis, the momentum remained intact. Revenue from operations for the period ended December 31, 2025 rose to Rs 117.66 crore, compared with Rs 106.95 crore in the corresponding period last year. Net profit for the nine months climbed to Rs 5.51 crore, more than double the Rs 2.18 crore reported in the same period of the previous financial year.
The consolidated numbers told a similar story. For the December quarter, consolidated revenue from operations stood at Rs 45.06 crore, while profit after tax came in at Rs 2.06 crore. For the nine-month period, consolidated revenue touched Rs 133.57 crore, with net profit of Rs 4.49 crore, underscoring the group’s improving profitability trajectory.
Operating expenses remained largely controlled, with cost of materials, employee benefits and other expenses broadly aligned with revenue growth. The company continued to operate within a single reportable segment beverages simplifying its cost structure and reporting framework.
The unaudited financial results were reviewed by the Audit Committee and approved by the Board of Directors at its meeting held on 7 February 2026. Statutory auditors carried out a limited review and reported no material misstatements in the results.
In a market where margins are often squeezed by input costs and competition, Orient Beverages’ latest numbers suggest the company has found a reliable rhythm not explosive, but steady enough to keep the fizz alive.
MAM
Washington Post CEO exits abruptly after newsroom cuts spark backlash
Leadership change follows layoffs, protests and a bruising battle over trust.
MUMBAI: When the presses are rolling but patience runs out, even the editor’s chair isn’t safe. The Washington Post announced on Saturday that its chief executive and publisher Will Lewis is stepping down with immediate effect, bringing a sudden end to a turbulent two-year tenure marked by financial strain, newsroom unrest and public backlash.
Lewis’s exit comes just days after the Bezos-owned newspaper announced sweeping job cuts that triggered protests outside its Washington headquarters and a wave of anger from readers and staff. While newspapers across the US are grappling with shrinking revenues and digital disruption, Lewis’s leadership had increasingly come under fire for how those pressures were handled.
The Post confirmed that Jeff D’Onofrio, a former Tumblr CEO who joined the organisation last year as chief financial officer, has taken over as CEO and publisher, effective immediately. In an email to staff, later shared by reporters on social media, Lewis said it was “the right time for me to step aside.”
The leadership change follows the announcement of large-scale redundancies earlier this week. While the Post did not officially confirm numbers, The New York Times reported that around 300 of the paper’s roughly 800 journalists were laid off. Entire teams were dismantled, including the Post’s Middle East bureau and its Kyiv-based correspondent covering the war in Ukraine.
Sports, graphics and local reporting were sharply reduced, and the paper’s daily podcast, Post Reports, was suspended. On Thursday, hundreds of journalists and supporters gathered outside the Post’s downtown office in protest, calling the cuts a blow to public-interest journalism.
Former executive editor Marty Baron described the moment as “among the darkest days in the history of one of the world’s greatest news organisations.”
Lewis defended his record in his farewell note, saying “difficult decisions” were taken to secure the paper’s long-term future and protect its ability to publish “high-quality nonpartisan news”. But his tenure coincided with growing scrutiny of editorial independence at the Post.
Owner Jeff Bezos faced criticism for reining in the paper’s traditionally liberal editorial page and blocking an endorsement of Democratic presidential candidate Kamala Harris ahead of the 2024 US election. The move was widely seen as breaking the long-standing firewall between ownership and editorial decision-making.
According to a Wall Street Journal report, around 250,000 digital subscribers cancelled their subscriptions after the paper declined to endorse Harris. The Post reportedly lost about $100 million in 2024 as advertising and subscription revenues slid.
While the wider newspaper industry continues to battle declining print advertising and the pull of social media, some national titles have stabilised. Rivals such as The Wall Street Journal and The New York Times have managed to build sustainable digital businesses, a turnaround that has so far eluded the Post despite its billionaire backing.
As Jeff D’Onofrio steps into the role, the challenge is stark, restore confidence inside the newsroom, win back readers who walked away, and prove that one of America’s most storied newspapers can still find its footing in a brutally competitive media landscape.
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