The Telecom Regulatory Authority of India (TRAI) has said that nearly 60 per cent of the service providers across the country were not meeting the benchmark criteria set for providing basic quality of services to their customers. In a survey carried out by IMRB for the telecom regulator, customer perception related to operators’ service was assessed for seven defined parameters through 29 questions.
A first of it’s kind, the survey by IMRB included a sample of nearly 120,000 telephone subscribers across the country and all the operators – both in basic and cellular services. Voice quality, interruptions in calls like breakdowns and faults, complaint redressal procedure, directory enquiry services, billing accuracy and timing, complaint redressal in case of wrong billing, supplementary services like call waiting, etc. were among the main parameters on the basis of which the level of customer satisfaction was determined.
On an all India basis, 59.52 per cent of the operators did not meet the benchmark criteria for all the parameters taken together.
In the mobile segment, TRAI said that the customer perception of overall customer satisfaction level was poor in all the circles with only 10 cellular licensees out of a total of 105 licensees surveyed meeting the benchmark of 95 per cent.
In case of basic telephone service on an average 38 out of 53 (71.50 per cent) service providers did not meet the benchmark for the seven parameters on customer perception of service.