Business
Among metro cities, in Mumbai, only Tata has achieved the benchmark. The lowest is with Hutch (87%), says a TRAI survey.
Updated : Sep 14, 2017, 03:47 PM IST
On an all
In the overall mobile customer satisfaction level, where TRAI has kept a benchmark of 95 per cent, the customer perception of overall services is poor in all the circles and only 10 licensees out of a total of 105 meet the specified standard.
In respect to metro circles, in
In Metro circles as a whole, the achievement level ranges from only 83-93%, which is below the benchmark.
In category B circles, only Idea in Kerala and Reliance in
However, in
In C circles, none of the operators have achieved the benchmark. The level of overall customer satisfaction is in the range of 78 per cent to 92 per cent.
The survey was conducted for seven defined parameters through 30 questions for basic service subscribers.
In case of basic services, on an average 38 out of 53 (71.50 per cent) telcos do not meet the benchmark for the 7 parameters.
However, the circle-wise performance for the operators with respect to the benchmark, on an average, is very poor in metros (20 per cent) and C Circles (12 per cent) as compared to the performance of the operators in A Circles and B Circles (36 per cent).
In billing services with a benchmark of over 90 per cent, in Metro Circles, only 3 (out of 11) operator namely MTNL Mumbai, Tata Mumbai and Reliance Mumbai meet the benchmark.
For billing criteria, the survey was conducted separately on post-paid and pre-paid customers. In the post-paid segment, overall 79 per cent of the licensees achieved the satisfaction level of 90 per cent and in the pre-paid segment the number of licensees who achieved this level is 86 per cent.
None of the service providers met the benchmark for the parameters maintainability in metro circles (achievement level ranges from only 26 per cent to 82 per cent) and C circles (achievement level ranges from 3 per cent to 89 per cent).