The Hindu Business Line : 60 pc operators not meeting quality standards: TRAI

The Telecom Regulatory Authority of India (TRAI) on Friday said that nearly 60 per cent of the service providers across the country are not meeting the benchmark criteria set for providing basic quality of services to their customers. In a survey carried out by the telecom regulator customer perception related to operator's service was assessed for seven defined parameters through 29 questions.

On an all India basis, 59.52 per cent of the operators do not meet the benchmark criteria for all the parameters taken together. In the mobile segment, TRAI said the customer perception of overall customer satisfaction level is poor in all the circles with only 10 cellular licensees out of a total of 105 licensees surveyed meeting the benchmark of 95 per cent.

In case of basic telephone service on an average 38 out of 53 (71.50 per cent) service providers do not meet the benchmark for the seven parameters on customer perception of service.

Trai had engaged TUV South Asia as an independent agency for conducting an objective assessment of the quality of service provided by basic and cellular mobile service providers.

It had also focussed on customer satisfaction surveys for assessing the customer perceptions of the service.

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