The Telecom Regulation Authority of India (TRAI) on Tuesday released reports of the customer satisfaction survey in which it is revealed that telecom service providers need to take effective steps for making their consumers aware of the various grievances redressal mechanism available to them including awareness of the appellate authority, to improve customer's satisfaction.
The TRAI had conducted customer satisfaction survey through independent agencies for the assessment of quality of service being provided by the telecom service providers.
In the survey, the TRAI collected customers' views through survey for the assessment of (i) implementation and effectiveness of various regulations, directions and orders issued by TRAI in the interest of consumers and (ii) customer perception of telecom service through surveys during the period from October, 2014 to March, 2015.
The survey was carried out in the service areas of Himachal Pradesh, Jammu and Kashmir, Uttar Pradesh (East and West) in North Zone, West Bengal, North East, Bihar and Jharkhand in East Zone, Mumbai and Rest of Maharashtra in West Zone, Andhra Pradesh and Karnataka in South Zone in respect of Basic Telephone Service (Wire line), Cellular Mobile Telephone Service and Broadband Service.