A new report on customer satisfaction with Internet, mobile and related services has recently been released by Iran’s Ministry of Communications and Information Technology.
The report measures customer satisfaction with information technology services in Iran and includes information on major companies active in the sector in the first quarter of the current Iranian year (started March 20), Mehr News Agency reported.
According to the report, 68% of customers were satisfied with services offered by the ministry. This figure shows a 10% rise in the company’s customer satisfaction rate compared with the same period of last year.
In Q1, the ministry’s customer service center received more than 208,000 calls and 97% of the problems were solved immediately. Its technicians were able to address 91% of the remaining issues and 70% were satisfied with the final outcome.
In regards with IT services, Fanava Communication Company, Fanava Data Processing Company and Aria Rasane Axin were the top three companies in offering satisfactory services. They managed to achieve 91%, 89% and 87.5% customer satisfaction respectively.
Among Internet providers, subscribers of Sabanet, Datak, Aria Resane Axin, Pishgaman, Fanava Data Processing Company and Asia Tech said the companies fulfilled their legal obligations.
With regard to mobile communications, 70% and 61% of RighTel and MTN-Irancell customers expressed satisfaction. When the same question was posed to customers of Mobile Telecommunications Company of Iran (MCI or Hamrah-e-Aval), fewer than 60% were satisfied.
The most frequently cited reasons for dissatisfaction among MCI’s customers were low speed and high prices.
MCI recently raised telecommunications tariffs and Internet service prices while many had reported jittering, packet-loss and latency.
Latency is the amount of time it takes for a packet to travel from source to destination. In this case, latency refers to a delay in packet delivery.
Packet loss is the failure of one or more transmitted packets to arrive at their destination.
Kamran Kazemzadeh, deputy director of Telecommunications Company of Tehran, had said that “subscribers who excessively use bandwidth” were the source of the problem.
He, however, added that “the company’s technical teams are devising ways to overcome the problem”.
Kazemzadeh’s remarks caused a great deal of controversy while several subscribers reported that their services had been canceled.
