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Home / India News / 2007 / January / January 9, 2007
Significant Drop in Mobile User Satisfaction Levels in 2006: Voice&Data Nationwide Survey of 4,524 Mobile Users

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Significant Drop in Mobile User Satisfaction Levels in 2006: Voice&Data Nationwide Survey of 4,524 Mobile Users

New Delhi, Delhi, India

A nation-wide mobile users' satisfaction survey shows that there has been a large scale drop in satisfaction of the subscribers with respect to most service providers during 2006 compared to the previous year.

The 4th survey conducted by the leading communications industry publication, Voice&Data, a CyberMedia publication, is based on a sample base of 4,524 respondents across 51 Indian cities in 23 states.

The survey points to a significant drop in satisfaction level compared to 2005 survey. The drop in satisfaction levels cuts across different circle and different cities irrespective of operators. Of the 10 operators, only Aircel and Tata Teleservices have improved their satisfaction level in 2006

Sharing details of the 4th mobile users' satisfaction survey, Mr. Prasanto K. Roy, Chief Editor of Voice&Data said, "With the Indian telecom industry adding nearly 7 lakh connections every month, the operators have not put in matching efforts to increase the satisfaction level."

Nationally, only two service providers, Tata Indicom and Bharti Airtel, clocked an acceptable customer satisfaction level of over 90 per cent set as a benchmark by TRAI. The services levels deteriorated in the metro circles compared to the A, B and C circles. In the A circles four operators exceeded the telecom regulator benchmark while in B and C circles, there has been an improvement with three operators posting a satisfaction level higher than the TRAI benchmark.

Among public sector service providers MTNL recorded the biggest drop in satisfaction levels. The private telecom players who recorded a drop in satisfaction levels included Bharti Airtel, BPL, Hutch, idea, Reliance and Spice. The detailed results of the mobile user satisfaction survey will be published in the January 2007 issue of Voice&Data magazine.

Bharti Airtel, Nokia Top of Mind Brands

The users voted Bharti Airtel as the top of the mind brand among service providers. Nokia emerged as the top of the mind brand in the handset category.

The online survey was conducted in October-November 2006 where varying weightage was assigned to pre sales/sales (17%), network availability (20%), value added services (11%), customer care (14%) and billing (38%). This was followed by an independent telephonic validation of 50% of the respondents to verify their authenticity. Around 98% of the respondents picked up the call and there was less than one per cent error for almost all the questions validated during the process.

Nearly three-fourth of the mobile users were under 30 years of age, one-sixth of the users were in there 30s and only one out of 10 was above the age of 40. Of all the mobile users, 51.4% were the chief wage earners.

1 In 5 Mobile Users Do Not Own any Vehicle

Interestingly, 19.4% of the mobile users do not own even a bicycle and 10.8% owned a bicycle; scooterists and motor cyclists constituted 46.3%; and the car owners added up to 23.5%.

About 43% of the typical mobile users change a mobile phone within a year, 27% in the second year and 8% in the third year.

According to Mr. Roy, one reason for the drop in satisfaction level is the sudden increase in the average waiting time to speak to customer care representatives, varying from 4.31 minutes for BPL to 9.25 minutes for Spice telecom.

SMS most Popular Mobile Service Feature, Ticket Booking least Popular

The top three most popular mobile service features included SMS (91.8%), Roaming (63.1%), Ring tone downloads (58.4%). Among the least popular services were ticket booking (18.9%), contests and promotions (24.6%) and mobile banking (28.6%).

About CyberMedia

CyberMedia is South Asia's first and largest specialty media house, with thirteen publications (including Dataquest, PCQuest, Voice&Data and Global Services) in the infotech, telecom, consumer electronics and biotech areas, and is a media value chain including Internet (, events and television. The group's media services include market research (IDC India), job board (CyberMedia Dice), content management, multimedia, and media education.

Sanjiv Kataria, Strategic Communications, + 91 98100 48095

Shivik Gupta, Cyber Media (India) Ltd, +91 (0124) 4031234

Source: Cyber Media (India) Ltd (Business Wire India)

Press release presented here is sourced from the Source mentioned above and is provided on as-is basis. Please contact the Company / Source directly for any further information in regard to this release. This website will be unable to assist you in regard to the accuracy or correctness of information in this release.

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