Telecom customer satisfaction declines
20 Apr 2007
New Delhi: With the rapid expansion in the mobile user base, customers have reported declining customer satisfaction levels across the country with only seven out of 129 licensees — 5.42 per cent operators — meeting the benchmark of 95-per cent satisfaction levels.
This was revealed by TRAI in its report, Customer Satisfaction Survey of the basic and cellular mobile telephone service quality of service (QoS) for the quarter ending 31st December 2006, released today.
In metro circles only Bharti-Mumbai, BPL-Mumbai, Reliance- Mumbai and Tata-Mumbai meet the benchmark and in a circle Hutch-AP, Reliance Communications-AP and Tata- AP meet the benchmark. The poor performance ranges among all the operators in Punjab (69 per cent -85 per cent), West Bengal (75 per cent - 88 per cent) North East (74-79 per cent) and Orissa (75 per cent - 88 per cent) circles.
The customer perception of the parameter network performance is poor as only 20 out of 129 operators (15.5 per cent) meet the benchmark. In metro circle all the operators in Mumbai are meeting the benchmark.
The
post-paid use segment only 48.76-per cent users reported a satisfaction level
of 90 per cent and 81.39 per cent in the pre-paid segment.