Most businesses ‘happy with’ communication services

 13 Jun 2016 - 1:00

Most businesses ‘happy with’ communication services
Amel Salem Al Hanawi


By Sachin Kumar

DOHA: Around 91 percent of business customers in Qatar are generally satisfied with the quality of communication services provided by their service provider, revealed a comprehensive business customer satisfaction survey commissioned by the Communications Regulatory Authority (CRA).
The survey, which was released yesterday, also indicated areas for improvement including levels of competition, choice of products, pricing, and complaint resolution.
“The business customer satisfaction survey together with last year’s consumer satisfaction survey have become important tools for CRA to hear how consumers perceive communications services and we will continue such positive engagement,” said Amel Salem Al Hanawi (pictured), Consumer Affairs Department Manager. “The survey has highlighted business customers’ perceptions related to fixed line services in Qatar. CRA intends to delve deeper into this and other highlighted concerns and address these challenges. We have engaged with the service providers and I am pleased to say that both Ooredoo and Vodafone are being cooperative,” she added.
The majority of business customers consider prices for communication services to be moderate to low, but a sizeable minority perceives some services as highly priced: Mobile Internet (48 percent), Fixed Link (41 percent), Mobile Voice (32 percent), international Mobile Voice (39 percent), Fixed Internet (31 percent) and Fixed Voice (31 percent).
More than half of business customers perceive international roaming charges to be expensive, with 39 percent of the customers stating that international call charges were also high for Mobile Voice. CRA’s consumer satisfaction survey also reflected the same.
About 14 percent of business customers believe there is not enough competition in the market, and 59 percent stated that there is ample choice of products and/or services. A main reason for business customers’ perceived lack of competition is Vodafone’s fixed services being unavailable in large parts of the country.
Satisfaction with network coverage was high for Mobile Voice services (81 percent) compared against Mobile Internet services (59 percent). By geographical area, satisfaction levels with the availability of Fixed Voice and Internet services hovers at a national average of 70 percent to 85 percent, with Al Dayyan and Umm Salal being relatively low in comparison.
Complaints features prominently, although varying across services, with Mobile Internet users raising the highest number of complaints (41 percent) and Mobile Voice users the least (13 percent).
Disconnection is the most common complaint across all services, followed by “network connectivity issues” for Mobile Internet and installation for Fixed Services. Some business customers were also dissatisfied with service providers’ complaints process, specifically the ease making contact to raise a complaint, ease of complaint resolution, and time taken to resolve a complaint.
The survey added that business customers are satisfied when purchasing services but the time taken for activation is an area of concern for Fixed Link services, with 24 percent dissatisfied. Majority of business consumers are satisfied with their rate-plan; 18 percent of Fixed Link and 11 percent of Mobile Internet customers expressed dissatisfaction with the parameter - “clear terms and conditions”.
Around 41 percent of business customers still prefer to receive bills in hard copy, likely due to accounting / auditing purposes. There is no discernable dissatisfaction with billing and payments, as long as service providers use traditional methods.

The Peninsula