ISLAMABAD: Only a minority of Pakistanis have expressed dissatisfaction with their telecom operator company, with a majority of those who have citing “unclear voice” as the reason behind it, revealed a recently released Gilani Research Foundation survey carried out by Gallup Pakistan.
In a survey, a nationally representative sample of men and women from across Pakistan were asked the following question:
How satisfied or dissatisfied are you with your mobile phone operating company?
The result of the poll revealed that only 13% were dissatisfied with their service and 45% expressed high satisfaction. Around 42% expressed partial satisfaction their telecom operator company.
A relatively low percentage expressed dissatisfaction because for most people owning a personal mobile phone was something inconceivable a few years ago, said the poll.
In a follow-up question for those who said they were dissatisfied, a nationally representative sample of men and women from across the country were asked:
What is the reason for your dissatisfaction with your mobile operator?
Around 45% cited unclear voice, 30% said high call rates, 17% bad customer services and 16% said other operators had better packages. One percent did not respond.
The survey was carried out among a sample of 2,574 men and women in rural and urban areas of all four provinces of the country, from July 10-16, 2011.
Error margin is estimated to be approximately ± 2-3 per cent at 95% confidence level.
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@Arzoo:Unlimited calls for 3500 PKR per month...please check the stats as ARPU per month in Pakistan is hardly 200 PKR and most people is Pakistan dont spend 3500 per year even...As far as unlimited calls,data and sms are concerned,you can avail free calls for about 500 per months,free data for about 200 per month and no need to mention sms as it is almost free... And if you think the service provided by telecos is poor than the survey result speaks for itself as 87% of the people are satisfied with the services quality...
@Bilal: What you said "that you would not find rates as low as in Pakistan anywhere in the world," may be the reason why no one in Pakistan is shouting at the top of their lungs at the highway robbery by telcos. This seems to be the common perception. Reality is so far removed that you would be shocked as I was to discover how expensive phone calls are in Pakistan. Having lived in the West for most of my life, and having known telephone rates in Pakistan in years gone by, I was mortified that our people have to pay higher rates that in U.S. or some parts of Europe and get service at the level of Somalia and Haiti.
For example in the US you can have unlimited phone calls, data, and sms for about Rs. 3500 per month. No such thing in Pakistan. On top of that the ads by phone companies in Pakistan are misleading and fraudulent and so confusing that even a degree in telecommunications will not help. Conventional wisdom is that competetion will keep the prices lower. Not in Pakistan. They have all ganged up to loot the public. And the Government?? Government can care less because the more the telcos make the more tax revenues the Government gets, something to the tune of 30 percent when you add up everything.
The evolution of mobile technology continues to create great opportunity for companies to get their products in the hands of consumers. Though all industries will need to figure out how to leverage these new mobile opportunities, perhaps higher education will see the greatest application. The accelerated growth of e-learning is the perfect environment for mobile technology to take hold.
Mobile users overlap social media users — these customers value smartphone-based support, from dynamic FAQs, communities, and text-based escalation to a live agent (through chat or SMS messaging). A phone call is a last resort and the temperature of these customers that prefer robust self-service options will be high due to the time and inconvenience of waiting on hold.
It’s also worth considering the effect this will have on the HR function, for example, in talent management and recruitment, and particularly the use of mobile technology in learning and development. Mobile is fast becoming the main channel where learning, both formal and informal, is taking place.
30% said high call rates: I wonder what these people are expecting from telcos,seriously you wont find call rates as low as in Pakistan any where in the world.
How does one get Gallup Pakistan to include them in their surveys?