Telecom Regulatory Authority of India (TRAI) has released the TRAI IVRS survey report showing strong dissatisfaction among mobile phone customers in Delhi, Madhya Pradesh and Karnataka.
India has more than 1 billion mobile phone users.
TRAI has conducted the IVRS survey through 12 questions spread through 4 sets of questionnaires for each of the Pre-paid, Postpaid, Mobile Number Portability (MNP) and Do-Not-Disturb (DND) category of customers in two languages; Hindi (for Delhi & Madhya Pradesh) and Kannada (For Karnataka).
The table shows that more than 50 percent customers are dissatisfied with the services provided in these service areas, except for DND registration in all LSAs, voice quality in Karnataka and Mobile Number Portability in Madhya Pradesh. The worst dissatisfaction is in the two areas of Data Speed and network, signal and coverage.
During the survey it was observed that only a few calls from out of the total calls made were getting successful. Further, from out of the few calls that were successful only a very few customers had given full responses to all the questions. Therefore, a very large number of calls had to the made to make the sample size at 97 percent confidence level with confidence interval of 3 percent.
Telecom service providers in these three service areas did not achieve the benchmark for customer satisfaction. The level of satisfaction was around 50 percent of the TRAI benchmark.
In Delhi, the satisfaction level is highest for Airtel and the lowest was observed for Reliance Communications.
In Madhya Pradesh and Karnataka, the performances of Reliance Jio, Vodafone, Airtel, BSNL and Idea were comparable.
In Madhya Pradesh and Karnataka the lowest level is observed mostly in the network of Reliance Communication.
TRAI said the survey shows that none of the service providers have met the Quality of Service (QoS) benchmarks for the five prescribed parameters.
TRAI analyzed the response to assess the satisfaction level of consumer regarding provisioning of service, billing performance, network performance, maintainability, VAS service, help service including grievances redressal and overall service quality.
The satisfaction level is highest in the case of DND services and MNP services.
