Wateen Telecom is the first company in the world to roll-out a
WiMAX network at a country-wide scale.
WiMAX is a standards-based technology enabling the delivery of
last mile wireless broadband access as an alternative to wired
broadband like cable and DSL
With Wateen's WiMAX network, you get access to:
Broadband Internet with up to 2Mbps dedicated speeds
Telephony with over 40 value added features, and
Fully secure high-speed data networks
To determine overall customer satisfaction level of Wateen
Determine the customer profile of Wateen Wimax users and the
values they seek while choosing an internet connection.
To determine their reason for switching to Wimax
How satisfied are the customers with different features of
Wateen Wimax such as speed, connectivity, price and customer
The Research was based on a questionnaire that consisted of questions
designed to achieve the desired research objectives.
The questionnaire consisted of nineteen questions with a mix of open
ended, close ended and scaled responses.
The chosen sample was fifty people who are users of Wateen telecom
so that we can find out what they feel about its services.
These fifty interviews included field surveys and telephonic interviews
Student 34% Business
•The chart shows % of Home and Office users.
Number of users
1 month 2 months 3 months 4 months
•The chart illustrates usage in months
•Majority users have been using wimax since 2-3 months.
256 Kbps 512 Kbps 1 MB 2 MB
•Research indicates that bundle Package @512 kbps is the most popular
package amongst customers.
Reasons To Switch
Reasons to switch
P o o r Cus to me r
S e rv ic e
25% Co nne c tiv ity
Wire le s s
C o nne c tio n
S pe e d
•Majority of the users switched to Wateen wimax because of poor
connectivity and speed of previous service provider.
•Poor Customer Service of previous ISP was also a major cause of switching
•Some customers switched because of the wireless benefit.
Importance of Features
Importance Of Features
0% 0% NOT IMPORTANT
The graph shows relative importance of features in an
internet connection for customers.
Likeability of Features
•The chart shows features that are most liked by customers about
Rating Scale-Wateen Wimax
10% 10% 10%
1 2 3 4 5 6 7 8 9 10
•The chart shows how users of Wateen Wimax have rated it on a scale of
1-10 where 1 being very poor and 10 excellent in terms of overall
satisfaction with the product/service.
Office should be burnt
dow n Not upto expectation
Unlim ited dow nload 12%
2% Router should be of
should be introduced
No com m ent Entertainm ent service
42% should be avaliable
Wateen needs innovative service offerings — currently it doesn’t even
offer bundles or server which provides entertainment channels.
As wateen is using Warid towers so due to load of cellular services the
the signals of wateen got weak. So they need to separate there towers
so improve there performance.
The router provided by wateen should be of good quality. Or more than
one router should be given by them so the signal problem should be
People are not satisfied with the call centers and the customer service.
The response from call centres should be positive and valid which
results in satisfied customers.
For its success Wateen will have to do more than just depend upon its
wireless connectivity feature.
Overall Wateen still behaves as a monopoly so it has to change its
Wateen needs to invest in infrastructure (more routers etc) to solve
Needs to train its customer service representatives.
At a minimum, avoiding billing errors and providing competent and
courteous service to its customers is essential if Wateen wants to show
that it is transforming itself to a competitive company which cares for