Indian Mobile Operators

[city02 63]

Excerpt:

New regulatory tariffs announced by telecom authorities in India as well as the new national budget have favourable implications for the country’s mobile operators, but operators are at the same time struggling to reduce churn despite customer satisfaction with their service.

According to IDC India’s recent Mobile Users Study, 30% of mobile users, even though satisfied with their current service provider, are likely to shift for a better service or offer.

These 30% “vagabonds” coupled with other mobile services trade dynamics make India one of the most complex mobile markets, according to research manager, Arpit Singh at IDC India.

Still, the big plus that emerges from the study is the remarkable improvement in overall satisfaction scores of service providers over the last 2 years. 2 GSM operators, Aircel and Idea, have crossed the benchmark of 95% on a 100-point user satisfaction scale. The benchmark was recommended by the Telecom Regulatory Authority of India (TRAI).

For the 3rd successive year, smaller players were ahead of the big names on overall satisfaction scores. Aircel was the number one brand and Idea scored more than other biggies in the GSM space. In CDMA, the surprise was the state owned MTNL Garuda scoring better than the bigger and more visible brands Tata Indicom and Reliance, according to Singh.

Looking closely at specific touch points of user satisfaction, 2 concern issues creep up: customer care and billing.

The average waiting time while speaking to the customer care executive is 5 minutes. “Across studies, we have seen none of the brands being strongly associated with customer care in the consumer mind space. This could be one of the vacant positioning slots for mobile service operators,” added Singh.

Indian_54.pdf

[linuxguy 0]

the article doesn mention anything about tarrifs. Nothing to rejoice about!