Cellular providers service: HOT Mobile received the lowest scores and Cellcom the highest


by Ifi Reporter Category:Communication Jun 8, 2021

The Ministry of Communications first published the Service Quality Index. The purpose of the index, according to Communications Minister Eitan Ginzburg, is to provide consumers with transparent and objective information for choosing communications services. The index examined four parameters of customer service: customer service and technical service satisfaction; Response times at the technical centers; Return of equipment after disengagement; And complaints about bills and overcharges.
Satisfaction was examined through a survey, which found that among the cellular providers, HOT Mobile received the lowest scores in providing technical service, and Cellcom received the highest score. In the HOT Mobile customer service index, Golan Telecom also scores low, while the leaders are Pelephone, followed by Cellcom and Partner.

At the infrastructure providers, HOT again received a low score for the support centers, both in the technical service and in the customer service. In contrast, consumers give Bezeq higher scores. Among ISPs, satisfaction with the technical service and customer service of Cellcom and Partner is high. HOT Mobile is again ranked the lowest.
Even among consumers of landline phones, HOT Mobile is ranked low in the technical service satisfaction index. Partner is leading, followed by Cellcom. Bezeq, whose flagship telephone service is its flagship product, is located in the middle.
Three years ago the Consumer Protection Act was amended and it was stipulated that service providers must answer the phone within six minutes. The Ministry of Communications has allowed Internet and cellular providers to deviate to some extent from the law, so that only 85% of calls will be required to be answered within 6 minutes and the remaining 15% will be indefinite.
According to the Ministry of Communications' index, the only Internet providers that comply with the law are Triple C, which responded to 94% of its customers within 6 minutes, ITC, which responded to 89% in less than 6 minutes, and Partner with 87% response within the time frame.
In contrast, the one that significantly exceeded is Expon, whose more than 70% of its customers did not receive an answer on time or were disconnected. Another company that violates the law by a gap is HOT Mobile, whose 62% of its customers do not receive an answer within six minutes or are disconnected from the call. Bezeq International, Cellcom and Rimon Internet also deviate from the law and provide a response within six minutes to only half to two thirds of the company's customers.
Among the cellular companies, no company has a six-minute response obligation to 85% of customers. Cellcom, Partner and Pelephone provide a timely response to about 75% of their customers, while 019 and Golan Telecom provide two-thirds of their customers. Expon provides a timely response to 54% of its customers. HOT Mobile deviates exceptionally well - and only a third of its customers receive a timely response. The average response time from HOT Mobile is exceptional - more than 9 minutes.
Even the two Internet infrastructure providers, Bezeq and HOT, do not provide an answer to 85% of their customers within six minutes. HOT responds on time to 75% of its customers, while Bezeq responds to at least two-thirds of its customers within the allowed time.
Returning communication equipment after disconnecting from a company often becomes a grueling journey. Sometimes until the company does not receive the equipment it provided - it also does not disconnect the customer. Each company does justice to itself and the return conditions are different. For example, collecting the equipment from the customer's home is free for HOT customers, while Partner, Bezeq and 019 customers will pay NIS 30. Triple C charges NIS 32 and Cellcom NIS 39. For Expon, customers pay NIS 69 for equipment collection.
Equipment return time also varies from company to company. HOT and Triple C require the equipment within 14 days, 019 within 20 days, Partner Cellcom and Expon require customers to return equipment within a month, while Bezeq International only after 45 days.
Every day, the Ministry of Communications handles many complaints about overcharges. The data published by the firm is the number of complaints per 10,000 clients. According to the firm's data, among the Internet providers, the company that receives the most complaints is Partner, followed immediately by Bezeq International. The companies with the fewest complaints are Triple C and Cellcom.
Among the cellular providers Rami Levy and HOT Mobile are in the gap with the most complaints about overcharges. On the other hand, about 019 complaints were barely received. Among Internet infrastructure companies, Partner leads by an unusual margin over its competitors - twice as much as HOT and four times as much as Bezeq. For every 10,000 subscribers, 8.5 complaints were received from Partner customers.
The index is based on data collected by the Ministry's Supervision and Enforcement Administration, which handles consumer complaints on a daily basis; A survey conducted for the firm by the Smith Institute in December 2020 among 678 respondents who are a representative sample of the population; And an investigation conducted by the Roshnik company at the request of the Ministry of Communications regarding waiting times at the call centers.



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