Cell-phone users unhappy: Survey
New Delhi, November 4:
India may be the world’s fastest growing telecom market, but subscribers are increasingly dissatisfied over poor customer care, according to an International Data Corp (IDC) survey.
The average waiting time to sp-eak to a customer care executive is well over five minutes, according to the survey by IDC, a global market intelligence firm specialising in IT, telecommunications and consumer technology markets.
The survey, entitled ‘India Mobile Services Usage and Satisfaction Study 2007’, was conducted on a sample of 4,760 users. IDC noted that the key concern areas of consumers were lack of knowledge and promptness among customer care representatives, with no satisfactory final result.
“It appears that service providers are not upgrading their infrastructure to match growing customer base. Implementation of a well-defined customer care programme is likely to benefit service providers,” Shailendra Gupta, senior manager for consumer research, IDC, said. Although there had been an overall improvement in consumer satisfaction levels, customers are eager to change their service operator any time for a better offers.
The number of loyal customers has gone down and the number of disloyal and opportunist consumers has risen, the survey highlighted. According to IDC (India), this problem would become greater when the long-awaited number portability policy is implemented. Mobile
number portability would allow users to retain their numbers even if they change service operators.