Telecom service providers should make public aware of grievance redressal mechanisms
Updated: Jun 26, 2014 05:24:01pm
New Delhi, Jun 26 (KNN) A customer satisfaction survey conducted by Telecom Regulatory Authority of India (TRAI) has shown that while satisfaction level varies from one service area to another and one service provider to another, telecom service providers need to take effective steps for making their consumers aware of the various grievances redressal mechanisms available to them including awareness of the Appellate Authority, to improve customer satisfaction.
This was revealed in the Report of the “Independent agencies engaged for Customer Satisfaction Survey of Telecom Services,” released today by TRAI.
“TRAI has conducted Customer satisfaction survey through independent agencies for the assessment of Quality of Service being provided by the telecom service providers and collected customers views through survey for the assessment of (i) Implementation and Effectiveness of various regulations, directions and orders issued by TRAI in the interest of consumers and (ii) Customer perception of telecom service through surveys during the period from October, 2013 to March, 2014,” an official statement said.
The survey was carried out in the service areas of Himachal Pradesh, Jammu and Kashmir, Uttar Pradesh-West, Uttar Pradesh-East, West Bengal, North East, Bihar and Jharkhand, Maharashtra and Mumbai.
As per the methodology of the survey, a survey questionnaire has been framed to assess customer perception on service relating to seven parameters such as: 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, as per official data.
On the other hand to assess effectiveness of the regulations relating to awareness about grievances redressal mechanism, implementation of mobile number portability and UCC regulation, the parameters surveyed were: registration for blocking unsolicited commercial calls/SMSs (basic/cellular); satisfaction on effectiveness of blocking of unsolicited commercial calls on your number (Basic/Cellular); satisfaction on ease of lodging the complaint; satisfaction on action taken on the complaint lodged; awareness about the grievance redressal mechanisms; consumers’ complaints to toll free consumer care number; satisfaction with manner in which the complaint was handled in consumer care; consumers’ appeal to Appellate Authority and Satisfaction with manner in which the appeal was addressed; utilization of Mobile Number Portability service: (Cellular); satisfaction with information provided under Fair Usage policy (in case of broadband); and satisfaction with the facility to measure the broadband connection speed(In case of Broadband).
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. (KNN/ES)
This was revealed in the Report of the “Independent agencies engaged for Customer Satisfaction Survey of Telecom Services,” released today by TRAI.
“TRAI has conducted Customer satisfaction survey through independent agencies for the assessment of Quality of Service being provided by the telecom service providers and collected customers views through survey for the assessment of (i) Implementation and Effectiveness of various regulations, directions and orders issued by TRAI in the interest of consumers and (ii) Customer perception of telecom service through surveys during the period from October, 2013 to March, 2014,” an official statement said.
The survey was carried out in the service areas of Himachal Pradesh, Jammu and Kashmir, Uttar Pradesh-West, Uttar Pradesh-East, West Bengal, North East, Bihar and Jharkhand, Maharashtra and Mumbai.
As per the methodology of the survey, a survey questionnaire has been framed to assess customer perception on service relating to seven parameters such as: 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, as per official data.
On the other hand to assess effectiveness of the regulations relating to awareness about grievances redressal mechanism, implementation of mobile number portability and UCC regulation, the parameters surveyed were: registration for blocking unsolicited commercial calls/SMSs (basic/cellular); satisfaction on effectiveness of blocking of unsolicited commercial calls on your number (Basic/Cellular); satisfaction on ease of lodging the complaint; satisfaction on action taken on the complaint lodged; awareness about the grievance redressal mechanisms; consumers’ complaints to toll free consumer care number; satisfaction with manner in which the complaint was handled in consumer care; consumers’ appeal to Appellate Authority and Satisfaction with manner in which the appeal was addressed; utilization of Mobile Number Portability service: (Cellular); satisfaction with information provided under Fair Usage policy (in case of broadband); and satisfaction with the facility to measure the broadband connection speed(In case of Broadband).
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. (KNN/ES)
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