Beijing Consumers Association: 70% of respondents have encountered obstacles in porting their numbers to the Internet
Our newspaper, Beijing, November 29 (Reporter Qi Zhiming) The Beijing Consumers Association recently released a survey report on the "number portability transfer" service. Seventy percent of the interviewees said that they had encountered Over the difficulties and obstacles, some consumers even had to give up "number portability and transfer".
The survey results also showed that 51.71% of the respondents who have handled “number portability” said that the original operator’s signal and network speed were poor, and 36.99% said that the package tariffs and package content were more affordable after the switch. , Only 11.3% of respondents said they switched networks due to poor operator service or other reasons.
Regarding the focus of the "number portability" service, over 80% of the respondents said they paid more attention to the package service tariffs and network speeds after "number portability".
It can be seen that network signals and package tariffs are the main reasons for consumers to choose "number portability".
Operator service personnel have poor service awareness when porting numbers out.
In the investigation, when consumers proposed the "number portability" service, some staff members informed consumers that they could directly contact the porter to do so, but failed to inform the relevant policies, causing consumers not to understand the "number portability" service. In the case of relevant requirements, it is handled directly to the porter, and the porter is refused because it does not meet the transfer requirements, which results in the dilemma of running back and forth between the porter and the porter.
In addition, consumers are dissatisfied with the convenience of various operators' handling procedures.
The survey results show that the three major operators all stipulate that "number portability transfer" must be processed at the self-operated business hall, and the newly purchased number needs to go through the service validation process before the transfer can be processed.
In addition, affected by the epidemic, the three major operators have cancelled the door-to-door card writing service, and the online processing function has not been activated.
In response to the survey results, the Beijing Consumers Association suggested that the process should be optimized to the greatest extent possible to reduce the obstacles to "number portability to network".
Operators should regularly organize personnel training and assessment, and retrain and reassess employees who fail the assessment.
At the same time, it is recommended that operators develop new forms and methods of online service to improve the convenience of service handling.