Explored satisfaction with each aspect of the firm’s customer service and account management and assessed customers’ telecoms hardware and airtime use and needs. Postal questionnaires were used.

The value gained:

  • Highlighted weakness in complaint and fault handling.
  • Led to a fundamental review of complaint and fault handling processes and a dramatic improvement in complaint and fault handling satisfaction.
  • Analysis of customer telecoms use and needs identified major sales and cross-selling opportunities, resulting in unplanned sales growth.

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