India, Sept. 4 -- It's high time for the operators to focus on the customer experience metrics that matter rather than those that are just easy to measure

The telecom market in India is brutally competitive. We have seen high spectrum acquisition costs, and tariff rates causing bitter rivalry among the operators in the past. Well, the rivalry has never gone away, and rather became an intense one as the market continued to evolve further with the introduction of new telecom services, making customer experience the new battleground for the operators in the telecom sector.

The most important factor in driving brand perception and delivering a good customer experience for a telecom operator is its network experience, which is commonly refer...