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Telecoms consumers want better service, not discounts
Alex Leslie - Mar 5, 05:16 PM
Commitments to improving customer service levels are more important than offering extra product incentives, according to an independent survey of customer service requirements of over 4,000 European telecoms subscribers, announced today.
The survey charts sentiment toward customer service among telecoms consumers in key European economies and also reveals how changing consumer preference and behaviour is redefining the rules for telecoms customer service operations. The survey was undertaken online by YouGov Plc and commissioned by eGain Communications Corporation.
In contrast to previous research into the sector, overall, customer service experiences of telecom providers were rated very positively, with less than 5% of respondents citing their most recent experience as poor. Among a range of many other specific findings, the research also found ‘talking to a human being’ (18.9%) as only the 5th most important customer service priority, and recorded a high degree of preference for online communications methods such as live web chat.
Key findings:
- Customer loyalty can be better won through commitment to service levels than by introducing special offers/incentives on products….
read the whole article at European Communications
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