Doha, June 12 (QNA) - A comprehensive business customer satisfaction survey commissioned by the Communications Regulatory Authority (CRA) reveals that 91% of business customers in Qatar are generally satisfied with the quality of communication services provided by their service provider. The survey also indicates 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, 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%), Fixed Link (41%), Mobile Voice (32%), international Mobile Voice (39%), Fixed Internet (31%) and Fixed Voice (31%). More than half of business customers perceive international roaming charges to be expensive, with 39% of the customers stating that international call charges were also high for Mobile Voice. CRA’s consumer satisfaction survey also reflected the same.
14% of business customers believe there is not enough competition in the market, and 59% 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%) compared against Mobile Internet services (59%). By geographical area, satisfaction levels with the availability of Fixed Voice and Internet services hovers at a national average of 70% to 85%, with Al Dayyan and Umm Salal being relatively low in comparison.