Mobile service operators do not seem to offer a competitive services to their customers as almost one-in-four urban Indian mobile user has issues like network, mobile Internet, billing and charging, with their service operator, but only half of these issues are reported, a study by telecom infrastructure company Ericsson revealed on Mon day.
According to Ericsson Consumerlab’s study, Transforming Experiences, many of the issues are not being reported as the customer does not want to go through the hassle of contacting the operator.
“A quarter of all urban mobile users reported facing some sort of problem with their mobile operator and on average Indian users face up to six different issues on at least a weekly basis,” the survey said.
The three most common problems are network, mobile Internet or billing and charging related. Other issues include poor customer service, unsolicited calls or SMS that infringe privacy and bad experiences at the operator’s store or in accessing their website, it added.
The study was carried out in India between February-April 2013 with consumers owning mobile phones in the age group of 15-50 years. Nine group discussions and 4,003 face to face interviews were conducted across 16 urban cities.
Face to face interviews were also carried out with 200 customer care agents manning call centres for mobile operators across eight Indian cities.