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.
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.
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.
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.
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.