Gurgaon: Is it good enough to have satisfied consumers? No seems to be the answer as per the recent IDC India Mobile User's Study. One of the key findings of the study was that 30 percent of cell phone users, even though satisfied with their current service provider are likely to shift for a better service or offer.
"These 30 percent vagabonds coupled with other mobile services trade dynamics make India one of the most complex mobile markets," said IDC India user research assistant manager, Arpit Singh.
According to the study, there is a remarkable improvement in overall satisfaction scores of service providers over the last years. Two GSM operators, Aircel and Idea have crossed the TRAI recommended benchmark of 95 percent on a 100-point user satisfaction scale.
For the third successive year, smaller players were ahead of the big names on overall satisfaction scores. Aircel was the number one brand and Idea scored more than other biggies in the GSM space. "In CDMA, the surprise was the state owned MTNL Garuda scoring better than the bigger and more visible brands Tata Indicom and Reliance", said Singh.
Looking closely at specific touch points of user satisfaction, two concern issues creep up; customer care and billing. The average waiting time while speaking to the customer care executive is five minutes. On the billing front, 23 percent of the mobile users were a dissatisfied lot. This is way off from the TRAI guideline that billing errors should be less than 0.1 percent (though not strictly comparable). Almost all operators had a high number of billing related complaints.
According to the study, usage of value added services is higher amongst CDMA mobile phone users than in GSM users.
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