More than 25 percent Mobile service users (one in three) in urban India are currently facing verius issues with their operator and almost not satisfied with the customer service, reveled in Ericsson ConsumerLab’s India study report.

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However, on average, just under half of all problems are relayed back to the operator. The impact of a poor experience has 47% of consumers thinking of switching other mobile operators. One in three urban mobile users claim they do not find mobile plans (Voice, Data and Roaming) that best suit their usage patterns, and 85% rate quick activation of services as very important.

ConsumerLab’s India study, gives a detailed analysis of Mobile Service users of India expectations from their mobile operators. The study ranks 12 different service industries including mobile operators on nine performance attributes, including the ability to quickly solve problems, ease of making payments, and innovation. Mobile consumer Expections_Infograph_1 The benchmarking analysis in this report also revealed that airlines, online shopping, and fast food industries were ranked high by consumers on overall consumer experience offered due to transparency, punctuality, and innovation. While Mobile operators in India are comparatively behind on such service expectations.

The report highlights areas that operators can focus on to deliver a superior consumer experience. The ConsumerLab study found that mobile broadband consumers with a positive service experience are three times more loyal to their operator than a consumer with a dissatisfied customer service experience.

Mobile broadband (3G and EVDO) customer service needs more focus as smartphone users are twice as likely to face issues such as slow speeds and dropped data connections. Poor customer service, network or mobile internet performance accounts for half of the issues faced by mobile users who are looking to switch operators.