By Hamed Mahmoud
The National Telecommunications Regulatory Authority, commonly known as the NTRA, issued the first report surveying the mobile phone users on their satisfaction with the services rendered to them by mobile operators working in the Egyptian market.
The survey has been finalised in co-operation with one of the global expertise houses working in the field of market research.
Conducted on a sample of 5,754 cell-phone users during the period from October to December 2020, the survey took into account the geographical, age and gender distribution with a main aim of including all society strata.
This, a statement said, comes within the authority endeavors to develop a methodology for measuring the quality of services provided in the Egyptian market to include both market parties (users and operators).
“The authority is periodically measuring the technical indicators meant to evaluate the operators on a monthly basis. For the first time, the NTRA surveyed the users on the quality of services rendered to them by telecom operators, to define the level of real customer satisfaction and link it to the outcomes of quality reports,” the statement also said.
Included among the items surveyed was customers’ satisfaction with: operator’s branches, time waited inside branches, diversity of systems and offers, quality of voice and internet services, customer service, complaint resolution system and finally accurate accounting (billing / recharging).
On the customer satisfaction with operator’s branches; the Orange Company got 80 per cent at the Customer Satisfaction Index, followed by Telecom Egypt (We) Company with 78 per cent, Vodafone Company with 77 per cent and Etisalat Company with 75 per cent.
Concerning the customer satisfaction with time waited inside branches; the Telecom Egypt (We) Company acquired 73 per cent at the Waiting Time Index, followed by Orange Company with 71 per cent, Etisalat Company with 63 per cent and Vodafone Company with 60 per cent.
As for the customer satisfaction with diversity of systems and offers; the Telecom Egypt (We) Company got 65 per cent at the Diversity of Systems and Offers Index, followed by Etisalat Company with 63 per cent, Vodafone Company with 60 per cent and Orange Company with 59 per cent.
Regarding the customer satisfaction with the quality of voice service rendered; the Etisalat Company got 78 per cent at the Voice Service Quality Index, followed by Orange Company with 76 per cent, Vodafone Company with 75 per cent and Telecom Egypt (We) Company with 74 per cent.
As for customer satisfaction with the quality of Internet service; the Telecom Egypt (We) Company acquired 74 per cent at the Internet Service Quality Index, followed by Vodafone Company and Etisalat Company with 71 per cent each and Orange Company with 69 per cent.
Regarding the customer satisfaction with customer service; the Vodafone Company got 76 per cent at the Customer Service Index, followed by Etisalat Company with 71 per cent, Telecom Egypt (We) Company with 70 per cent and Orange Company with 61 per cent.
Concerning the customer satisfaction with complaint resolution system; the Vodafone Company got 70 per cent at the Complaint Resolution System Index, followed by Telecom Egypt (We) Company with 67 per cent, Etisalat Company with 66 per cent and Orange Company with 60 per cent.
As for the customer satisfaction with accounting accuracy; the Telecom Egypt (We) Company acquired 68 per cent at the Accounting Accuracy Index, followed by Orange Company with 66 per cent, Etisalat Company with 65 per cent and Vodafone Company with 63 per cent.
The points of excellence according to user opinions were represented in the Customer service for Vodafone Company, in Retail stores and Sound quality for Orange Company, in Sound quality for Etisalat Company, and in the Value against price and Internet quality for Telecom Egypt (We) Company.
While the points of weakness according to user opinions were represented in Accounting accuracy, Internet quality and Diversity of systems and offerings for Vodafone Company, in Customer service and Diversity of systems and offers for Orange Company, in Internet quality for Etisalat Company, and in Sound quality for Telecom Egypt (We)Company.
Meanwhile, the per centage of users satisfied with the total mobile services provided to them stood at 79 per cent for Vodafone and Etisalat companies, and at 76 per cent for Telecom Egypt (We) Company, as well as at 74 per cent for Orange Company, out the total number of users surveyed to each service provider.
