Wateen Telecom is Pakistan's first company to roll out a nationwide WiMAX network providing broadband internet access. A survey of 50 Wateen customers found that over half use it for home internet and the most popular package provides 512 kbps speeds. Most customers switched to Wateen due to poor connectivity and speeds from their previous provider. While customers are generally satisfied with price, connectivity and speeds, many complain about weak signals requiring infrastructure improvements and better quality routers.

1. INTRODUCTION
 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

2. Product Characteristics
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

3. Research Objectives
 To determine overall customer satisfaction level of Wateen
Wimax
 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
service.

4. Research Design
 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

5. User profession
user profession
Doctor
Housewife
2%
4% Business
Student 34% Business
22% Job
Student
Housewife
Doctor
Job
38%

6. User- Type
User type
Office
40%
Home
60%
•The chart shows % of Home and Office users.

7. User Period
usage period
17 18
20
Number of users
15 10
10 5
5
0
1 month 2 months 3 months 4 months
•The chart illustrates usage in months
•Majority users have been using wimax since 2-3 months.

8. Package Popularity
39
40
35
30
25
20
15
10 7
3
5 1
0
256 Kbps 512 Kbps 1 MB 2 MB
•Research indicates that bundle Package @512 kbps is the most popular
package amongst customers.

9. Reasons To Switch
Reasons to switch
Othe rs
P o o r Cus to me r
S e rv ic e
1%
25% Co nne c tiv ity
37%
Wire le s s
C o nne c tio n
10%
S pe e d
27%
•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
to Wateen.
•Some customers switched because of the wireless benefit.

10. Importance of Features
Importance Of Features
90% 86%
40% 46%
VERY IMPORTANT
48%
38%
10% 14%
IMPORTANT
12% 16%
0% 0% NOT IMPORTANT
CONNECTIVITY %
PRICE %
SPEED %
C.S %
The graph shows relative importance of features in an
internet connection for customers.

11. Likeability of Features
•The chart shows features that are most liked by customers about
Wateen Wimax.

12. Satisfaction Levels
Satisfaction Levels VERY DISSATISFIED
40%
DISSATISFIED
35%
30% NEUTRAL
25% SATISFIED
% Users
20%
VERT SATISFIED
15%
10%
5%
0%
CONNECTIVITY % SPEED % PRICE % C.S %
Value

13. Rating Scale-Wateen Wimax
Satisfaction Level
25%
22%
20%
18%
Frequency
15%
14%
12%
10% 10% 10%
5% 6%
4%
2% 2%
0%
1 2 3 4 5 6 7 8 9 10
Rating Scale
•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.

14. User comments
Office should be burnt
dow n Not upto expectation
Unlim ited dow nload 12%
2% Router should be of
should be introduced
good quality
6%
10%
No com m ent Entertainm ent service
42% should be avaliable
28%
Comments

15. Recommendations
 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
resolved.

16.  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.

17. Conclusion
 Overall Wateen still behaves as a monopoly so it has to change its
attitude.
 Wateen needs to invest in infrastructure (more routers etc) to solve
connectivity problems.
 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
its customers.