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For long, I have felt the need to do a “consumer survey” which is motivated by real customers than the paid for shit stuff that most telecom operators crow about. It is impossible to capture data from the cross section of the user population and the retards who crowd on the forums would not be able to grasp the import of this exercise.
I realize the difficulties inherent in this exercise immediately. First and the foremost is lack of actual “complaint data”; TRAI does put up the figures online but there is a mechanism where these operators have to report back the action taken on the complaints. This is a good mechanism but I don’t see it enforced or whatever TRAI does, they are clueless idiots to make this data work for a better policy formulation.
Ditto for the existing delivery of the complaint mechanism. An aggrieved customer calls the operator in call center, is given a complaint number (not always) and no time frame for the resolution. I am presuming that their workflow is designed for the said purpose. Like any corporate organization working on “cost savings”, this is possibly “outsourced”. A smart team utilizes “dumb terminals” clogging up the bandwidth for most of “executives”. All the while, these brainless sods make the customers wait even more utilizing the spectrum.
This is a “presumption” but this workflow is bound to keep the customers “unhappy”. Billing and metering issues are definitely top of the list; unfortunately, even these thorny issues are not resolved in their entirety.
What needs to be done? Actually, this could easily be a dissertation exercise, capture and visualize the data and present a solid case report to the telecom companies. However, the implementation needs money and I am unlikely to see any movement on that count.
I could help with some possible criteria; reach me on the email (under “contact”).
One more thing. Reliance, Aircel and Airtel easily top the shit list.
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