IDC: Indian mobile users looking for better service providers
By Our Corporate Bureau | 16 Mar 2005
New Delhi: Thirty per cent of Indian mobile subscribers are likely to shift to an operator offering better service, if given the option, according to International Data Corporation (IDC) India's Mobile User's Study.
The big plus that emerges from the study is the remarkable improvement in overall satisfaction scores of service providers over the last years. Two GSM operators - Aircel and Idea - have crossed Telecom Regulatory Authority of India's recommended benchmark of 95 per cent on a 100-point user satisfaction scale.
"In CDMA, the surprise was the state-owned MTNL's Garuda scoring better than the bigger and more visible brands Tata Indicom and Reliance," said IDC.
The areas of concerns include customer care and billing. The average waiting time while speaking to the customer care executive is five minutes, the study points out.
On billing, 23 per cent of the mobile users were a dissatisfied lot. Almost all operators had a high number of billing-related complaints. Users perceive wrong billing charges by the operator as the primary concern. To make matters worse, for 43 per cent of the billing complaints, it took more than three days for operators to resolve issues.
