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| Newcomers like Aircel lead from front | | Customer satisfaction dips across the country | |
Jammu Feb 5
In a recently conducted survey, on customer satisfaction amongst the mobile users by Voice and Data Magazine across 23 states and 51 cities -Aircel, a relatively new operator has emerged as a clear winner in the Metro circles. The customer satisfaction was measured keeping in mind various parameters like pre sales / sales, network connectivity, value added services, customer care, & billing.
In the Metros Aircel was the overall leader with 90.7 percentage points and the only operator to cross the TRAI benchmark, followed by BSNL at 88.4 points and Hutch at 87 points. Idea was the last amongst all with 83.2 points. This survey clearly illustrates that there has been a decline in the level of customer satisfaction however their expectations remain the same. Despite the fact that 74 million new connections were added in the year gone by, most of the service providers have been found to be lagging behind in terms of giving better service to the customer on various counts. Out of the 10 players in this industry only 2 managed to better their customer satisfaction scores over the previous year. These are Tata Indicom which managed to improve the score by 12.5% and Aircel which went up by 3% whereas MTNL was the biggest looser. In its case the customer satisfaction level dropped by 11.75%. Incidentally MTNL was the leader in previous year.
In a highly competitive market which is also very sensitive to price, the only way one can establish themselves is by providing better service and better customer experience. It seems that Aircel recognises this and is therefore focusing on customer satisfaction as strategy to gain market share. "Vaada Raha!" (It's a promise) is the catch phrase of Aircel, the leading telecom service provider with more than 4.5 million customers across just 9 circles. Aircel, known for their focus on quality service rather than quantity in terms of subscriber base has kept their 'promise' of delivering quality to their subscribers in the year 2006. In a recently concluded survey across 23 states by Voice and Data magazine, Aircel along with another private telecom player emerged as the only service providers who have improved their customer satisfaction level in the year 2006.
At the recent launch of Aircel's services in the Bihar and Jharkhand circles, Mr. Rohit Chandra, CEO, North and East Zone for Aircel said, 'It is better to be conservative and an over achiever, rather than promise the moon and fail to do so'. This philosophy has obviously worked for Aircel, if the results of this survey are anything to go by.
Aircel operates in 9 Telecom Circles across India out of which, 7 Telecom Circles are in North & East India. Incidentally, Aircel is the leader in Chennai, Tamil Nadu, North East and Assam Telecom Circles. Aircel is currently operational in Assam & NE , TN, J&K, Bihar and Jharkhand, WB, Orissa and Himachal Pradesh, they have also obtained licenses to launch their services in Maharashtra, Karnataka, Rajasthan, Andhra Pradesh, Gujarat, Delhi, Mumbai, MP, UP East and West, Kolkata, Kerala, Haryana and Punjab. Aircel is the first operator to roll-out a 100% EDGE (a 3G technology) enabled network.
India may be one of the world's biggest telecom success stories, but when it comes to quality of service, its mobile-telephony sector portrays a gloomy picture. Despite billions of dollars of investments over the past decade, the world's fastest-growing telecom market is still grappling with inadequate infrastructure, which is resulting in poor voice quality, dropped calls, undelivered messages, and of course, harassed customers.
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