The level of satisfaction of telecom customers in the state is high, reveals a report by the Telecom Regulatory Authority of India (TRAI). The report of the independent agencies engaged for customer satisfaction survey of telecom services, released on January 30 by TRAI, places Vodafone in number one position in terms of customer satisfaction followed by BSNL and Airtel.
TRAI has set a benchmark of achieving a minimum of 90 per cent of service satisfaction for overall telecom services on a scale of 1-7 in eleven telecom service in Kerala. The key parameters included in the survey are customer satisfaction related to provision of services, billing performance, help services network performance, reliability and availability, maintainability and supplementary services.
Reliance, Idea, Tata Teleservices and Sistema Shyam (MTS) hold fourth to seventh positions in the report. The report is based on the assessment of the independent agencies that TRAI hired for doing customer satisfaction surveys of telecom services during the period April 2013-September 2013.
Though in most of the telecom circles in other states people are not aware the fact that there exists an appellate authority for grievances, the subscribers in Kerala know this which indicates the customers here are more demanding, observes the study.
While responding to the report, S Murali, Business Head - Kerala, Vodafone India said that customer first is the cornerstone of the Vodafone brand.
“We keep the customer and their requirements at the core of all that we do. It is our constant endeavour to provide the best value to our customers, in terms of service, network and cost. Our commitment to provide quality services to our customers truly reflects in the recent TRAI survey,” he added.