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Spice Telecom leads TRAI's satisfaction ratings

Written by: Staff

Bangalore, June 29 (UNI) Spice Telecom is the only service provider to cross the recommended benchmark of 95 per cent in overall satisfaction set by the Telecom Regulatory Authority of India.

According to the latest findings of IDC India, though the industry average of satisfaction score for all the telecom players had gone up by two percentage points, Spice Telecom was the only service provider to cross the recommended benchmark.

IDC, in a release here, said this year's India Mobile Service Usage and Satisfaction Survey conducted by IDC India had a surprise for everyone- there were different service providers at the top position in the overall satisfaction ratings across the Metro and category A, B and C telecom circles.

One of the key findings of the study was that a high 28 per cent of mobile users, even though satisfied with their current service provider, were likely to shift for a better service or offer. Though the percentage of such disloyal customers/opportunists had come down from last year's figure of 30 per cent, it was still a large number to tackle, the release said.

The lack of loyalty was primarily contributed by the fact that no service provider was perceived to be very strong on Quality of Service (QoS). ''Since customers are unable to distinguish between service providers on QoS, scheme and offer become the key factors while selecting or shifting to a new service provider,'' the release said, quoting Mr Shailendra Gupta, Manager, User Research, IDC India.


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