The Telecom Regulatory Authority of India (TRAI) regularly conducts customer satisfaction surveys for independent agencies to evaluate customer perception of services being provided by the telecom service providers. The regulator has also collected customers’ views to evaluate the effectiveness in implementation of various regulations, directions and orders issued by TRAI in the interest of consumers. These surveys are carried out through face to face and telephonic interviews.
A research study was conducted with an objective to understand the Indian consumers’ perception choice in selecting cellular mobile telecommunication service providers. The consumers’ perception is widely varied in accordance with the communication quality, a call service, facilities, price, customer care and service provider’s attributes. Considering the growing penetration of the internet and smartphones, TRAI has introduced the web-based application as well as Android-based app for assessing customer perception of cellular service.
The web-based customer satisfaction survey is available in the ‘consumerinfo’ section of TRAI website. The Android app can also be downloaded from the same section. The survey questionnaire has been framed to assess customer perception of service relating to quality of service parameters laid down by TRAI and for assessing effectiveness of the regulations relating to Grievances redressal mechanism, implementation of mobile number portability and UCC?.