ISLAMABAD: Pakistan Telecommunications Authority (PTA)’s recently published annual 2013-14 report, it received 36,092 complaints from all the telecom segments of country. Out of 137 million mobile, 5.71 million local loop (including FLL, WLL) and 3.7 million broadband subscribers, 36,092 complaints look negligible.
Competition is prevalent amongst the telecom companies on aspects ranging from services offered to package pricing in an attempt to maintain and to attract a larger customer base. As far as consumer satisfaction is concerned Warid Telecom for its consumer centric image takes the lead. According to a report by PTA) 2013-2014, Warid Telecom has the lowest number of customer complaints with 88 percent of the Company’s users being satisfied with services provided by telecom operator. It appears to be primary reason for achieving 98 percent redressed rate by PTA. PTA report also specifies Warid Telecom is only telecom Company amongst all other operators which has surpassed the standards of Quality ‘Call Completion Ratio (98%) with general standards set at 98 percent by accomplishing 99 percent, which none of the other operators were able to achieve. Another important indicator of success of Telecom Company is ‘Call Quality (MOS 3) and Warid scored an astounding 3.19 which is the highest in industry.
