Mobile Users' Satisfaction Survey 2006: Satisfaction Down, Expectations Same
The Survey shows that there has been a large-scale drop in satisfaction of the subscribers with respect to most service providers. Bharti Airtel and Nokia have emerged as the top of the mind brands for subscribers in operators and handset category
Pravin Prashant
Saturday, January 06, 2007
Mobile operators have not been able to sustain or increase satisfaction level despite eleven years of existence of mobile telephony in the country. All the operators in a bid to acquire customers have not been able to devote time and efforts to increase the satisfaction level. The scenario remains the same across different circles and different cities irrespective of operators. It is good that we are adding 6-7 million lines but the quality of service is still a long way to go and we are back to square one.
The mobile operators have not been able to pass the satisfaction parameters of brand conscious urban mobile users, as there has been a significant drop in satisfaction level with respect to 2005 figures (except Aircel and Tata Indicom where there has been an increase in satisfaction level). Tata Teleservices has improved their satisfaction level as they are maturing over the years whereas it is opposite for GSM operators.
The service has deteriorated in metros whereas there are signs of improvement in A circle where there are four operators exceeding 90 percentage points. Even in B and C circles, there has been an improvement with three operators exceeding TRAI benchmark. Lot needs to be done by metro operators to be at par with other circles (A, Band C Circles) and if they plan to introduce new technologies like 3G in 2007.
In the overall satisfaction, Tata Ind ...