Attendees: 8 random Qtel Subscribers (names are unimportant)
Focus group session was carried out by a 3rd Party with Qtel’s executive management available only to observe and hear without commenting or interfering. It was on the The following are list of topics that were discussed, and they remain proposals or areas for Qtel to look at in order to adapt, eliminate or introduce.
The topics were:
1. pricing
- Mobile (price per sec)/roaming
- Internet- fixed & broadband.
- blackberry “local/international”
- Reimbursing
2. Network quality.
- bad quality of 2G 3G
- Instability.
- Dead spots.
- international networks (related to roaming charges)
3. Customer care.
- Mindset & attitude of Qtel employees
- Waiting time
a. Branches
- Waiting numbers to be reintroduced.
b. calling center
- Qtel staff to call client in case of disconnection.
- 5 minutes of a max waiting time. Option: for caller to hang up and Calling center to call again.
o the harmony all participants had “u guys, group hug :p “
o Various opinions.
o practical approach #Qtelfail
WHAT NEXT? Please tell me this all was not in vain!
The COO has committed to 3 weeks’ timeline to produce an action plan that contains short med and long-term action items. We have commented that we will continue #Qtelfail until Qtel reflects the will to change for better in Pricing as well as Quality of services & products.
Until then, we will continue with highlighting our problems to Qtel, we remain skeptical but optimistic. Let us keep tuned.
You should be proud not of those who attended, we remain insignificant, but be proud of your own voice and your own well cause you matter the most.
Venue: Qtel Tower West bay 15th floor.
Time: 10:00 AM – 2:00 PM
Attendees: 8 random Qtel Subscribers (names are unimportant)
Focus group session was carried out by a 3rd Party with Qtel’s executive management available only to observe and hear without commenting or interfering. It was on the The following are list of topics that were discussed, and they remain proposals or areas for Qtel to look at in order to adapt, eliminate or introduce.
The topics were:
1. pricing
- Mobile (price per sec)/roaming
- Internet- fixed & broadband.
- blackberry “local/international”
- Reimbursing
2. Network quality.
- bad quality of 2G 3G
- Instability.
- Dead spots.
- international networks (related to roaming charges)
3. Customer care.
- Mindset & attitude of Qtel employees
- Waiting time
a. Branches
- Waiting numbers to be reintroduced.
b. calling center
- Qtel staff to call client in case of disconnection.
- 5 minutes of a max waiting time. Option: for caller to hang up and Calling center to call again.
c. Technical knowhow and authority of staff.
4. Consumer rights.
- Consumer rights:
- Promo ads (privacy/ minors receiving culturally sensitive SMS)
- Fair usage policy - misleading promotions
- Positive points were:
o the harmony all participants had “u guys, group hug :p “
o Various opinions.
o practical approach #Qtelfail
WHAT NEXT? Please tell me this all was not in vain!
The COO has committed to 3 weeks’ timeline to produce an action plan that contains short med and long-term action items. We have commented that we will continue #Qtelfail until Qtel reflects the will to change for better in Pricing as well as Quality of services & products.
Until then, we will continue with highlighting our problems to Qtel, we remain skeptical but optimistic. Let us keep tuned.
You should be proud not of those who attended, we remain insignificant, but be proud of your own voice and your own well cause you matter the most.
Sincerely,
Your everyday Qataris