0 per cent of the mobile subscriber population likely to shift to an operator offering better services, if given the option.

According to the Mobile User Study conducted by the International Data Corporation (IDC) India, 30 per cent of the mobile subscriber population is likely to shift to an operator offering better services, if given the option. The study finds the Indian mobile market to be one of the most complex in the world because of this high percentage of subscribers willing to move besides other trade dynamics. Despite this, the study claims there has been a remarkable improvement in the overall satisfaction scores of service providers over the last few years. Aircel and Idea have crossed TRAI’s recommended benchmark of 95 per cent on a 100-point user satisfaction scale. Among the CDMA players, MTNL’s Garuda service has scored higher than Reliance Infocomm and Tata Teleservices. Billing and customer care remain areas of concern, however. About 23 per cent of subscribers are dissatisfied with the billing procedures followed by operators. Also, on the customer care front, the minimum waiting time for a customer care executive is five minutes.