Telecom service providers need to aware customers of various grievance redressal mechanisms: TRAI
Updated: Sep 08, 2015 03:43:52pm
New Delhi, Sept 8 (KNN) The Telecom Regulatory Authority of India (TRAI) today released report of a survey on - Implementation and effectiveness of various regulations, directions and orders in the interest of consumers; and customer perception of service.
The results of the survey revealed that the telecom service providers need to take effective steps for making their consumers aware of the various grievances redressal mechanism available to them including awareness of the Appellate Authority, to improve customer’s satisfaction.
The survey was carried out in the service areas of Himachal Pradesh, Jammu & Kashmir, Uttar Pradesh (East &West) in North Zone, West Bengal, North East, Bihar & Jharkhand in East Zone, Mumbai and Rest of Maharashtra in West Zone, Andhra Pradesh and Karnataka in South Zone in respect of Basic Telephone Service (Wire line), Cellular Mobile Telephone Service and Broadband Service.
As per the methodology of the survey on Quality of Service Parameters, survey questionnaire was framed to assess customer perception on service relating to seven quality of service parameters specified in the regulations - Provision of services; Billing performance; Help services including customer grievance redressal; Network performance, reliability and availability; Maintainability; Supplementary and value added services; and Overall service quality
The satisfaction of the customers were assessed on a scale of 1 to 7, where a score of 4 to 7 denotes levels of customer satisfaction and score below 4 is considered as customer dissatisfaction. The survey reveals that the satisfaction level varies from service area to service area and from service provider to service provider.
For assessing effectiveness of the regulations relating to awareness about grievances redressal mechanism, implementation of mobile number portability and UCC regulation, some of the parameters on which the survey was conducted were - Registration for blocking unsolicited commercial calls/SMSs (Basic/Cellular); Satisfaction on effectiveness of blocking of unsolicited commercial calls/SMSs (Basic/Cellular); Satisfaction on ease of lodging the complaint and more. (KNN Bureau)
The results of the survey revealed that the telecom service providers need to take effective steps for making their consumers aware of the various grievances redressal mechanism available to them including awareness of the Appellate Authority, to improve customer’s satisfaction.
The survey was carried out in the service areas of Himachal Pradesh, Jammu & Kashmir, Uttar Pradesh (East &West) in North Zone, West Bengal, North East, Bihar & Jharkhand in East Zone, Mumbai and Rest of Maharashtra in West Zone, Andhra Pradesh and Karnataka in South Zone in respect of Basic Telephone Service (Wire line), Cellular Mobile Telephone Service and Broadband Service.
As per the methodology of the survey on Quality of Service Parameters, survey questionnaire was framed to assess customer perception on service relating to seven quality of service parameters specified in the regulations - Provision of services; Billing performance; Help services including customer grievance redressal; Network performance, reliability and availability; Maintainability; Supplementary and value added services; and Overall service quality
The satisfaction of the customers were assessed on a scale of 1 to 7, where a score of 4 to 7 denotes levels of customer satisfaction and score below 4 is considered as customer dissatisfaction. The survey reveals that the satisfaction level varies from service area to service area and from service provider to service provider.
For assessing effectiveness of the regulations relating to awareness about grievances redressal mechanism, implementation of mobile number portability and UCC regulation, some of the parameters on which the survey was conducted were - Registration for blocking unsolicited commercial calls/SMSs (Basic/Cellular); Satisfaction on effectiveness of blocking of unsolicited commercial calls/SMSs (Basic/Cellular); Satisfaction on ease of lodging the complaint and more. (KNN Bureau)
Loading...
