08-07-2010, 07:42 AM
The Hindustan Times-MaRS consumer satisfaction survey on ‘India’s favourite DTH Operators’ reveals that the Indian consumer knows her mind, and direct-to-home satellite television providers will have to work extra hard to ensure that customers don’t switch loyalty to smarter rivals.
While Tata Sky has topped the survey overall (scoring 839 points), followed by Bharti Airtel (833 points) and Big TV (816 points), regional variations have thrown some surprising results.
Tata Sky leads in Bangalore, Kolkata, Chennai, Lucknow and Mumbai. But it trails Bharti Airtel in Delhi, is behind Airtel and Sun Direct in Hyderabad, and is not even in the top four in Ahmedabad.
“Contrary to our expectations, the study exhibited significant variations in satisfaction levels across towns,” said Raghu Roy, managing director, MaRS, HT’s knowledge partner for this initiative.
A parameter-wise break-up shows Tata Sky and Airtel sharing the honours. Tata Sky leads in ‘buying experience’, ‘audio and video quality’, ‘channel choices and features’, and ‘interaction with service persons’.
On the other hand, Airtel has the highest levels of customer satisfaction in ‘availability of other payment options’, ‘innovative services’ and — crucially — ‘uninterrupted services’ and ‘complaint redressal’.
Clearly, however, Tata Sky is listening to what its customers want — which has propelled it to the number one spot in the survey.
Full Story: Indian DTH Blog
While Tata Sky has topped the survey overall (scoring 839 points), followed by Bharti Airtel (833 points) and Big TV (816 points), regional variations have thrown some surprising results.
Tata Sky leads in Bangalore, Kolkata, Chennai, Lucknow and Mumbai. But it trails Bharti Airtel in Delhi, is behind Airtel and Sun Direct in Hyderabad, and is not even in the top four in Ahmedabad.
“Contrary to our expectations, the study exhibited significant variations in satisfaction levels across towns,” said Raghu Roy, managing director, MaRS, HT’s knowledge partner for this initiative.
A parameter-wise break-up shows Tata Sky and Airtel sharing the honours. Tata Sky leads in ‘buying experience’, ‘audio and video quality’, ‘channel choices and features’, and ‘interaction with service persons’.
On the other hand, Airtel has the highest levels of customer satisfaction in ‘availability of other payment options’, ‘innovative services’ and — crucially — ‘uninterrupted services’ and ‘complaint redressal’.
Clearly, however, Tata Sky is listening to what its customers want — which has propelled it to the number one spot in the survey.
Full Story: Indian DTH Blog
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