ERICSSON ConsumerLab conducted a survey in the age group of 15-50 years interviewing 4000 people across 16 Cities in India. Face to face interviews were also carried out with 200 customer care agents manning call centers for mobile operators across 8 Indian cities. They’ve also mined Twitter, Facebook, Blogs and Consumer Forums to understand the Mobile Broadband Experience among Indian Online users.
The Results of the Survey are as follows,
For India, initial purchase experience and customer service emerged as priority touch points.” One in three urban mobile users claim they do not find mobile plans that best suit their usage patterns, and 85% rate quick activation of services as very important
Positive Experience implies 3x Brand Loyalty
Mobile broadband 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
What are the Aspirations of Mobile Consumers ?
On the top of the list is high accuracy in billing/charging as we have seen IL-legal balance deduction complaints rising exponentially against Airtel, Idea and Reliance communications. Other factors include high quality network performance and delighters such as assured mobile internet speeds, rewards, and loyalty programs. All of these factors will increase satisfaction proportionately.
How Indian Consumers Compare Mobile Customer Care with other Service industries ?
Indian consumers were quick to point outt Mobile Services relative to Airlines, Online shopping, and fast food industries which ranked high by consumers on overall consumer experience offered due to transparency, punctuality, and innovation. If you’d like to read the entire report, just drop me a line and would be happy to share the same.
In conclusion, I’d like to ask Are the heads of the Indian Telcos listening to consumers or busy transferring Hordes of Cash to South Block & North Block in one of the most Corrupt Government ruling India to get Favorable policies ?