ISLAMABAD: An independent quality of service survey of the fourth quarter of 2020 suggested Jazz and other mobile companies were providing extremely poor service to their consumers in Pakistan.
The independent survey has been conducted to check the quality of service of cellular companies in 7 major cities of Pakistan including Islamabad, Lahore, Karachi, Quetta, Peshawar, Kabirwala and Hyderabad.
The survey suggested that mobile operators including Mobilink, Ufone, Telenor and Zong were not providing quality service to their consumers in surveyed cities of Pakistan.
The quality of service of cellular companies is not different in other cities of Pakistan. The mobile users are desperate for getting poor quality service, but they do not have any option to get rid of this problem. The majority of mobile users even do not know how and where to complain about the low-quality service of their cellular companies.
The independent report data provided on the Pakistan Telecommunication Authority (PTA) website speaks of the service quality of all four cellular companies. It indicates the level of service of mobile companies with no exception is much below even the average level of service set by probably PTA.
According to the graph mentioning the quality of service of the cellular companies, the quality of service of Jazz in Islamabad, which claims to be Pakistan’s premium cellular company, remained almost zero with 0.47 percent against 25 points. In Lahore, its level of service was 5.94 points, in Karachi2.67 points, in Peshawar 0.44, in Kabi wall 21.43 points and in Hyderabad zero point against a total of 25 points fixed for grading the service of cellular companies.
Zong to have a similar position, Its service is also very poor. It achieved 1.88 points from 25 points when it comes to grades in service quality in Islamabad. This level is proof of what kind of service Zong is providing to its consumers. Its points were 3.1 in Lahore, in Karachi 2.33 points, in Peshawar 0.89 points, in Quetta 16..6 points, in Kabirwala its service is latterly zero and in Hyderabad 5.08 points out of total 25 points taken as a base to determine the quality of service of Zong in 7 major cities. Likewise, Telenor is providing extremely poor service quality. In Islamabad, Telenor got 2.5 points, in Lahore 9.02 points, in Karachi it got only 1 point out of 25 points for its service in Pakistan’s financial capital. In Kabirwala it has zero service quality and in Hyderabad, it got only 2 points out of 25 points. It’s ample proof of what type of quality is Telenor providing to its consumers in Pakistan.
Ufone, which has the state shares, is providing comparatively better service to its consumers in Islamabad. It got points 12.21 out of 25 points which determine its quality of service to its consumers in Islamabad. But for other cities, its performance is as worse as other mobile companies. Its points in Lahore 8.8 points in Lahore, in Karachi its service is extremely bad with only 2.68 points in grading out of 25 points. In Peshawar, its quality is comparatively better with 16.96 points out of 25 points of grading. In other three major cities including Quetta, Kabirwala and Hyderabad Ufone are providing extremely poor service to the consumers.
Now when cellular companies’ quality has been found worse in Pakistan, it’s the prime responsibility of PTA to take punitive action against them and make sure that the consumers do get quality service for which they are paying their hard-earned money.