Satisfaction of Telecommunication Service Providers - Survey Report

Living in digital era requires us to stay connected with the world in 24/7. In order to be up to date with recent news, people use various devices such as smartphone and tablet as they are portable, light, and easy to use. Therefore, it is very common to see people having more than one gadget. It is even more common to see people who prefer to be back home, taking their forgotten phone that was left at home, although they already halfway to go. From this point of view, we can see how digital devices have been inseparable from our daily activities. However, these digital devices cannot be optimally functioning unless we have good mobile data connection to support the connectivity. Up to this point, telecommunication service providers play a vital role. The stability of connection speed, mobile data package, affordable tariff, and friendliness of customer service becomes significant aspects that influence customer satisfaction. Understanding this insight, we conducted a survey toward 1.702 respondents in nationwide about their satisfaction of telecommunication service providers.

Indonesia is a huge market for telecommunication industry. The potential of Indonesia’s market are supported by the huge number of population, buying power of the middle class, and the tremendous demand of mobile connectivity among citizen, especially youth. This factor then attracts several telecommunication service provider industry players to bet their luck in Indonesian market. Up until now, there are seven big telecommunication service providers in Indonesia, but only three providers that win much bigger market segment than others. Telkomsel, Indosat, and XL Axiata become the top three players in Indonesia telecommunication service provider industry.

Zooming in the finding data, we found that there were different finding between telecommunication service provider users in Java and outside Java. Users in Java were more likely to use various telecommunication service providers. Besides the three previously subjected, other providers that mostly used by Indonesian who live in Java were Three, Axis, Smartfren, and Esia.

Unlike Indonesian who live in Java, discussion about telecommunication service providers for people who live in outside Java have different finding. Although all providers were used in general, but we found that Telkomsel as the most used providers, while XL Axiata followed at the second position. As Telkomsel was recognized as the oldest telecommunication provider and considered as having the strongest signal coverage in all over Indonesia, Telkomsel became the most chosen providers among Indonesian in outside Java.

We then asked about overall customer satisfaction of telecommunication service providers in Indonesia. In general, most respondent satisfied with telecommunication service providers. Only 23% of them dissatisfied. Reason of their dissatisfaction will be further discovered in the upcoming findings.

As we all know, before instant messaging, SMS was the most popular way to communicate. Although today we maybe more familiar with instant messaging, but it does not mean that SMS are left behind. Understanding this, we asked our respondent about their satisfaction of SMS service. More than half of our respondent said that they were satisfied with SMS service provided by telecommunication providers.

The next aspect we would like to discover was satisfaction of phone service provided by the telecommunication providers. As the basic function of mobile phone, phone service becomes very important to be examined. The stability of signal, quality of voice, and phone tariff were important factors that determine customer satisfaction toward phone service of one provider. Similar as the previous finding, most respondents said that they were satisfied with the phone service of telecommunication providers.

At last, we asked about customer satisfaction of telecommunication providers’ customer service. For any kind of business, especially those who battle in a very competitive market, after sales service plays important role on winning customer hearts. They will not only happy by fulfilling their needs by using our products, but also very satisfied because the providers offer full support for them after buying their products. Moreover, in telecommunication industry, customer service also serves as the frontline of customer handling. All complaints and assistance can be managed directly so that customers will see them as the representation of company. Our survey revealed that most respondents were satisfied with the customer service, while only 19% of them dissatisfied.

To conclude our survey, it could be said that Indonesian telecommunication providers in general already fulfil customer satisfaction. The providers met all indicators of customer satisfaction in all aspects. Due to the huge demand of Indonesian mobile users, it leads them to the rough competition among telecommunication service providers. However, three corporations who find their luck in winning the biggest market are Telkomsel, Indosat, and XL Axiata.

For more detail you can download XLS report at the button below (bahasa). JAKPAT report consists of 3 parts which are 1) Respondent Profile, 2) Crosstabulation for each question and 3) Raw Data. Respondent profile shows you demographic profiles ( gender,age range, location by province, and monthly spending). Cross tabulation enables you to define different demographic segment preference on each answer.