Batelco is the top-performing mobile network operator in Bahrain, achieving the highest scores in satisfaction, shows the first-ever Telecommunications Regulatory Authority (TRA) consumer experience survey.
The telecoms provider leads in areas that include overall satisfaction, network experience, shop experience and call centre experience, found the study done by the regulator to measure consumers’ satisfaction with mobile network operators’ services across both residential and corporate markets.
The findings of the survey conducted among approximately 2,330 consumers, with satisfaction measured across four main pillars: services, customer support, charging activity, and consumer knowledge, are captured in the 2022 Consumer Experience Report which the TRA has published on its website (TRA.org.bh).
Commenting, TRA general director Philip Marnick said: “The Consumer Experience Report is in line with the TRA’s work to improve the telecoms services every one of us uses. It helps empower consumers to make informed decisions about telecoms services. It also helps operators by highlighting their performance in areas that matter to consumers.”
By comparing the performance of the telecom providers from the consumers’ perspectives, the report allows people to look beyond price when choosing between telecom providers.
Among residential customers, Zain follows after Batelco, particularly top-performing in satisfaction areas under ‘charging activity’ and ‘consumer knowledge’ such as overall billing and transparency of information, the report says.
Batelco customers report the highest level of overall satisfaction (51pc), followed by Zain (48pc). Customers of stc Bahrain (40pc) were less likely to be satisfied than the average.
Across all mobile network providers, the satisfaction with voice quality experience is notably high, with Batelco leading with a 62pc satisfaction rate.
All mobile network providers have performed significantly better in relation to outdoor network coverage compared to indoor network coverage, the study found.
Batelco achieves the highest rate of consumer satisfaction with shop experience across mobile (58pc), broadband (64pc), and fixedline services (66pc), whereas Zain achieves the highest rate of consumer satisfaction with the ability to carry out transactions online across mobile (68pc), broadband (76pc) and fixed-line (59pc) services.
Another key finding of the survey is that Batelco is the top-performing broadband network operator with the highest consumer satisfaction across the majority of areas, including overall satisfaction, service network experience, connection speed, download threshold, and shop experience.
Zain follows in second place, topping in aspects including call centre experience and complaints handling.
Batelco (51pc) broadband customers report the highest level of overall satisfaction, followed by Zain (47pc) and stc Bahrain (46pc).
Zain’s customer satisfaction with the overall service experience and network (52pc) is considerably higher than the sector average (49pc), followed by Batelco (51pc) and stc Bahrain STC (44pc).
Batelco is the top-scoring fixed-line network provider in most areas of satisfaction, including overall satisfaction, overall service network experience, connection speed experience and billing experience.
However, stc Bahrain (47pc) achieves the highest level of overall satisfaction with fixed-line providers.
Among corporate customers, Zain (50pc) and stc Bahrain (50pc) are the mobile service providers with the highest level of satisfaction in terms of shop experience.
Batelco has the highest level of satisfaction with account managers with regards to mobile (53pc) and broadband (48pc) experience.
Zain (0pc) achieves the lowest dissatisfaction rate across call centre experience and shop experience among mobile service providers.
Batelco (17pc) and Zain (17pc) are equally top-performing, having the lowest dissatisfaction rates with regards to tariff information availability for mobile service providers.
The top-performing mobile network operator is also Batelco, achieving the lowest dissatisfaction scores in areas that include overall satisfaction, overall service experience, network coverage, and voice quality experience.
Batelco and Zain are equally top-performing across the broadband network experience.
The former leads in satisfaction areas under ‘customer service’ and ‘consumer knowledge’, whereas the latter outperforms the sector in areas under ‘satisfaction with services’.
Finally, Batelco (41pc) has the highest level of overall satisfaction among broadband providers, followed by stc Bahrain (35pc) and Zain (32pc).
avinash@gdnmedia.bh
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