New Delhi: As the mobile user base continues to grow by leaps and bounds, so does the customers' disenchantment with the quality of service as a TRAI survey finds out that nearly 60 per cent of the operators do not meet the benchmark criteria for standard quality of services.
On an all-India basis, 59.52 per cent of the operators do not meet the benchmark criteria for all the parameters taken together.
In the mobile segment, TRAI said the customer perception of overall customer satisfaction level is poor in all the circles with only 10 cellular licensees out of a total of 105 surveyed meeting the benchmark of 95 per cent.
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 Delhi only Bharti and Hutch have attained the overall customer satisfaction level. The lowest overall customer satisfaction level is with MTNL Delhi (88%). In Mumbai, only Tata has achieved the benchmark.
The lowest is with Hutch (87%). In Kolkata and Chennai, none of the operators meet the benchmark. 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 Punjab meet the overall customer satisfaction level where the overall customer satisfaction level of all other operators is also near the benchmark.
However, in West Bengal this level is significantly lower among all the operators. In B Circles as a whole, the achievement level ranges from only 71-94 per cent, which is below the benchmark.
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 licencees 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).
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