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Home > Sectors we research > Telecom/IT/Interne
Telecom/IT/Internet sector : Customer Satisfaction Studies
Customer satisfaction studies done by us not only give a regular feedback on satisfaction of customers with product/service, but also monitor the service efficiency of our clients.
- Quality of Telephone Services (QOTS) for DOT
In the telecom sector, we do a regular monitoring of the basic telephone services for DOT. We appraise the performance of different telecom systems by implementing the Quality of Telephone Services (QOTS) system of appraisal.
About 75 systems are appraised once in six months using a combination of methods involving :
- Physical checking
- Monitoring of line traffic
- Personal interviews
- Analysis of data obtained from primary contacts
Each element thus measured is compared against a norm and corresponding weights are cumulated to yield the overall satisfaction scores.
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Quality of International Telecom Services (QITS) for VSNL
The performance of VSNL on variables such as the ratio of effective international calls to all international calls made was determined by this study. This was done at varying points of time (peak times, holidays, weekdays, etc.). Reasons for call failure such as congestion, technical fault, poor voice quality, wrong number and disconnection while talking were also reported. In addition end-users opinion on quality of service was also elicited by personal interviews.
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