Neustar, the nationa’s Local Number Portability Administrator (LNPA) and a least cost routing provider, has been given an extraordinary 3.8 score out of 4.0 in an independent customer satisfaction survey conducted by the Number Portability Administration Center (NPAC).
Neustar's overall score reflects that the vast majority of users reported themselves "extremely satisfied" with Neustar's performance, according to a press release.
The NPAC Performance Feedback Survey is a comprehensive survey covering areas like expertise, accessibility, and responsiveness of customer service, billing, efficiency and transparency of new service roll-outs, reliability and stability of operations, and overall customer focus.
Survey respondents were asked to rate the services on a scale of 1 to 4 with 4 meaning "extremely satisfied" and 1 meaning "completely dissatisfied." Neustar gained 3.8 overall.
Company officials attribute this achievement to the expertise, dedication and hard work of Neustar's employees who have decades of experience in numbering services. The service provides customers with an always-on number portability infrastructure.
"Getting the job done at this level of customer satisfaction is a reflection of the team of people here at Neustar," said Steve Edwards, Neustar's senior vice president, Carrier Services, in a statement. "This result, with its broad evaluation of all aspects of the LNPA's performance, is recognition by our customers that we meet the test every single day in delivering for them."
"Keeping in mind the complex, sophisticated, and unique nature of local number portability administration, we are particularly proud that our experience serving the industry in this regard has resulted in such high satisfaction ratings," Edwards added.
As the LNPA, Neustar is responsible for running the NPAC, the national telephone number registry service that enables innovation, competition and consumer choice in the telecommunications market. The company helped the country in implementing wireline number portability in 1997, wireless number portability in 2003, and Voice over Internet Protocol (VoIP) number portability in 2007.
Recently, the recent NPAC economic study published by Dr. Scott E. Masten, professor of Business Economics and Public Policy at the University of Michigan's Ross School of Business, found that maintaining a single number portability administrator nationwide provides substantial benefits to support innovation, reliability, and efficiency for the telecommunications industry.
Mobile number portability is especially beneficial in regions affected by poor quality of service. A recent TMCnet article analyzes how the introduction of mobile number portability to a country like Nigeria – which happens to be the largest telecommunications market in Africa – is expected to have a positive impact, especially by way of cultivating the market and boosting quality of service.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Tammy Wolf