Significant Drop in Mobile User Satisfaction Levels in 2006

A nation-wide mobile users' satisfaction survey carried out in India shows that there has been a large scale drop in satisfaction of mobile phone subscribers with respect to most service providers during 2006 compared to the previous year. The 4th survey conducted by the publication, Voice&Data, is based on a sample base of 4,524 respondents across 51 Indian cities in 23 states.

Nationally, only two service providers, Tata Indicom and Bharti Airtel, clocked an acceptable customer satisfaction level of over 90 per cent set as a benchmark by TRAI.

Facts about mobile industry:

• Top of the mind brand among service providers-Bharti Airtel
• Top of the mind brand in the handset category- Nokia
• 1 in 5 Mobile Users Do Not Own any Vehicle
• 19.4% of the mobile users do not own even a bicycle and 10.8% owned a bicycle; scooterists and motor cyclists constituted 46.3%; and the car owners added up to 23.5%.
• About 43% of the typical mobile users change a mobile phone within a year, 27% in the second year and 8% in the third year
• Most popular feature- SMS
• Least popular feature- Ticket Booking

The top three most popular mobile service-
• SMS (91.8%)
• Roaming (63.1%)
• Ring tone downloads (58.4%)

Least popular services-
• Ticket booking (18.9%)
• Contests and promotions (24.6%)
• Mobile banking (28.6%)

Source: Cellular News