Telecommunication consumers in Bahrain are satisfied with the services provided by operators, the Telecommunications Regulatory Authority’s (TRA) 2022 Consumer Experience Report, said.
The study had measured consumers’ satisfaction with Mobile Network Operators’ services across both residential and corporate markets.
The report contributes to the TRA’s goal of understanding users’ perceptions and satisfaction with mobile, broadband, and fixed-line services.
Four main pillars
The survey was conducted among approximately 2,330 consumers, with satisfaction measured across four main pillars: services, customer support, charging activity, and consumer knowledge.
The General Director of TRA Philip Marnick commented: “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.”
Voice quality
The survey revealed that across all mobile network providers, the satisfaction with voice quality experience is notably high, with Batelco leading with a 62 per cent satisfaction rate.
Zain achieves the highest rate of consumer satisfaction with the ability to carry out transactions online across mobile (68%), broadband (76%) and fixed-line (59%) services.
Batelco is the top-performing mobile network operator, achieving the highest scores in satisfaction areas that include overall satisfaction, network experience, shop experience and call centre experience.
Zain follows after Batelco, particularly top-performing in satisfaction areas under ‘charging activity’ and ‘consumer knowledge’ such as overall billing and transparency of information.
Overall satisfaction
Batelco customers report the highest level of overall satisfaction (51%), followed by Zain (48%). STC customers (40%) were less likely to be satisfied than the average.
Batelco (52%) leads with the highest level of consumer satisfaction with its overall network, followed by Zain (49%).
Broadband
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 after Batelco, top-performing in aspects including call centre experience and complaints handling.
In fixed line Batelco top-performs in most areas of satisfaction, including overall satisfaction, overall service network experience, connection speed experience and billing experience. — TradeArabia News Service
