PTA determining consumer perception

Instead of strengthening its enforcement through the quality of service parameter, the telecom sector regulator, Pakistan Telecommunication Authority (PTA) has come up with a SMS based consumer perception survey system 8899 to seek the consumers perception about performance of their respective cellular mobile operator.
PTA plans to consolidate the results to know the consumer’s perception about their service providers to further enhance the quality of mobile phone service in the country. This survey is in addition to regular technical quality of service surveys conducted by the regulator to ensure the enhancement in the quality of telecom services in the country. The statistics based on the survey will be finalised on October 21.
According to PTA annual report for the year 2009-10, Quality of Service (QoS) generally determines the standing and status of country’s telecom service. Therefore, a special emphasis is exerted to keep the QoS of telecom companies at satisfactory level. PTA has devised QoS standards on international footings for all of its licensed telecom services and included in the actual license of the companies to ensure smooth enforcement of such standards.
These standards are recorded in the form of Key Performance Indicators (KPIs) and post-survey analysis is carried out on the basis of scores against each KPI. To achieve this objective, PTA regularly conducts QoS surveys through its various offices across the country using state-of-the-art tools and techniques. The QoS survey of mobile operators is conducted throughout the year across all over Pakistan including Azad Jammu and Kashmir. It is carried out by using the state-of-the-art QoS Monitoring Equipment (NEMO Tool) which automatically makes calls, measures quality and analyses results.
However, instead of using state of the art machinery for the survey, the regulatory body has opted for a consumer perception survey which will be of no use to force telecom to improve their service as it’s only a perception survey an official source said adding that the regulator should use enforcement measures based upon KPI.
According to PTA, special arrangements have been made to make the service available free of cost to the consumers to encourage maximum participation. The flexible system which sends SMS to mobile phone users inviting them to participate in the survey by sending response through SMS ranging from 1 to 10 as per their perception. Mobile phone users can also participate directly by sending SMS to the short code about their perception for the quality of service of their respective mobile phone service provider.