Posted on June 13, 2016

A comprehensive business customer satisfaction survey commissioned by the Communications Regulatory Authority (CRA) reveals that 91% of business customers in Qatar are generally satisfied with the quality of communication services provided by their service provider. The survey also indicates areas for improvement including levels of competition, choice of products, pricing, and complaint resolution.

“The business customer satisfaction survey together with last year’s consumer satisfaction survey have become important tools for CRA to hear how consumers perceive communications services and we will continue such positive engagement,” said Amel Salem Al-Hanawi (pictured), Consumer Affairs Department Manager. “The survey has highlighted business customers’ perceptions related to fixed line services in Qatar. CRA intends to delve deeper into this and other highlighted concerns and address these challenges. We have engaged with the service providers and I am pleased to say that both Ooredoo and Vodafone are being cooperative,” she added.

The majority of business customers consider prices for communication services to be moderate to low, but a sizeable minority perceives some services as highly priced: Mobile Internet (48%), Fixed Link (41%), Mobile Voice (32%), international Mobile Voice (39%), Fixed Internet (31%) and Fixed Voice (31%). More than half of business customers perceive international roaming charges to be expensive, with 39% of the customers stating that international call charges were also high for Mobile Voice. CRA’s consumer satisfaction survey also reflected the same.

14% of business customers believe there is not enough competition in the market, and 59% stated that there is ample choice of products and/or services. A main reason for business customers’ perceived lack of competition is Vodafone’s fixed services being unavailable in large parts of the country. Satisfaction with network coverage was high for Mobile Voice services (81%) compared against Mobile Internet services (59%). By geographical area, satisfaction levels with the availability of Fixed Voice and Internet services hovers at a national average of 70% to 85%, with Al Dayyan and Umm Salal being relatively low in comparison.

Complaints features prominently, although varying across services, with Mobile Internet users raising the highest number of complaints (41%) and Mobile Voice users the least (13%). Disconnection is the most common complaint across all services, followed by “network connectivity issues” for Mobile Internet and installation for Fixed Services. Some business customers were also dissatisfied with service providers’ complaints process, specifically the ease making contact to raise a complaint, ease of complaint resolution, and time taken to resolve a complaint.

Other major findings include:

  • Business customers are satisfied when purchasing services but the time taken for activation is an area of concern for Fixed Link services, with 24% dissatisfied
  • Majority of business consumers are satisfied with their rate-plan; 18% of Fixed Link and 11% of Mobile Internet customers expressed dissatisfaction with the parameter - “clear terms and conditions’”
  • 41% of business customers still prefer to receive bills in hard copy, likely due to accounting / auditing purposes. There is no discernable dissatisfaction with billing and payments, as long as service providers use traditional methods.
  • 75% of customers prefer calling their service provider’s call center for complaints, resulting in dissatisfaction with the time taken to connect to the call center agent, leading to an overall dissatisfaction with the complaint resolution process.

The comprehensive research survey commissioned by CRA and conducted by market research firm AMRB LLC evaluated business customers’ levels of satisfaction regarding the delivery of telecommunication services, prices charged, services provided, and complaint resolution mechanisms, amongst others. 1,068 face-to-face interviews were conducted with key communications service users in both Arabic and English. The survey findings will be used by CRA to improve business services and protect consumers.

The full survey findings are available at http://cra.gov.qa/en CRA encourages all consumers to reach out to CRA should their complaints lodged with service providers remain unresolved. CRA is easily accessible through a dedicated Consumer Telecom Hotline – 103, CRA’s official Twitter account @CRAqatar or via email at consumervoice@cra.gov.qa

The Communications Regulatory Authority (CRA) is the communications regulator in the state of Qatar established by virtue of Emiri Decree (42) in 2014. CRA regulates the communications & information technology and postal sectors, and access to digital media. CRA uses its regulatory powers mandated by the Emiri decree to protect consumer rights, ensure competition, manage the resolution of disputes, and manage the electromagnetic spectrum. In all its activities, the CRA seeks to ensure the provision of advanced, innovative and reliable ICT and postal services across the state of Qatar.

For more information please visit: http://cra.gov.qa/en

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