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Our Bureau

New Delhi April 20 The telecom subscriber base is growing exponentially, but consumers are not too happy with the quality of service being provided by operators.

According to a survey by the Telecom Regulatory Authority of India (TRAI), the overall customer satisfaction level is poor in all the circles as only seven operators out of 129 meet the quality of service benchmark set by the regulator.

TRAI had appointed TUV South Asia as an independent agency for conducting the survey on a sample of about 19,066 basic service and 45,197 cellular telephone service subscribers.

Customer perception related to operator's service was assessed for seven defined parameters, including network performance, billing and customer helpline service.

In metro circles, only four of the operators - BPL, Bharti, Reliance Communications and Tata in Mumbai - achieved the overall customer satisfaction level.

The lowest overall customer satisfaction level was achieved by Bharti, BSNL and Tata in Kolkata.

The achievement level of operators not meeting the benchmark ranges between 82 per cent and 93 per cent.

In the basic services category too, customers are not happy with service.

In metro circles, 12 out of 15 operators do not meet the benchmark. The achievement level of operators not meeting benchmark is 71-94 per cent, with BSNL-Kolkata having the lowest number of customers satisfied.

TRAI has been repeatedly pointing out that operators are not offering good quality service. It has written to the Government seeking powers to impose punitive measures against operators whose services do not meet up the set benchmarks.

More Stories on : Standards & Benchmarks | Telecommunications | Regulatory Bodies & Rulings

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