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Our Bureau

New Delhi , Nov. 13

Cellular service providers have once again fared poorly in the survey on quality of services conducted by the Telecom Regulatory Authority of India (TRAI). Only five per cent of the operators across the various circles have been able to satisfy customers fully.

Except for the six operators in Kerala, the customer perception of overall satisfaction level was poor for the operators in rest of the circles. TRAI conducted the survey based on seven parameters including overall customer satisfaction, network performance, billing, helpline services and maintenance. On an all-India basis, 68 out of 119 licensees did not meet the benchmark criteria for all the parameters taken together.

Fixed line telephone operators have also not fared well in terms of meeting consumer expectation. In the metro cities, only Tata-Mumbai has achieved the benchmark levels.

In Circle A, eight out of 17 operators and in Circle B, four out of 22 operators met the benchmark of overall satisfaction levels. In Circle C, none of the basic telephone operators met the set standards. When all the seven factors were taken together, 37 out of 63 licence holders did not meet the benchmark.

In the mobile services segment, the lowest overall customer satisfaction level in the metros was with BSNL's Kolkata operations. In A circles, the lowest overall customer satisfaction level for all the operators was in BSNL's Gujarat circle.

In B circles, as well as on all-India basis, the highest level of overall customer satisfaction was 99 per cent in Hutch-Kerala and Reliance Infocom - Kerala. In Punjab, the overall customer satisfaction level of all the operators was near the benchmark of 95 per cent.

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