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Telecom providers should improve service standards

Anuradha Shukla | Feb. 18, 2013
Only 17 percent receive consistent response from telco providers, according to a survey by Amdocs.

Only 17 percent of the respondents receive a consistent response across channels from their telecommunication service provider, as per a new Amdocs survey.

The global consumer net promoter score survey indicates consumers have to face lack of consistency and personalisation in interactions with service providers.

Eighty-four percent of consumers said they would consider recommending their service provider if the provider identified and pre-emptively resolved potential issues affecting them.

Eighty-three percent are ready to follow proactive notification instructions instead of calling the contact centre, to resolve issues affecting them individually.

Seventy-six percent of those surveyed said they prefer using a mobile app rather than calling the contact centre.

Mobile shopping too complicated

Seventy-two percent of consumers said they tried to purchase a product or service online. However, 51 percent could not complete the transaction as they found the entire process of purchase to be too complicated. 

Seventy-three percent of consumers said proactive notifications at present were not useful.

Seventy-nine percent are more likely to complete an online purchase if they could switch between channels to continue transactions.

Findings from Amdoc's global consumer net promoter score survey are based on the interviews of 4,000 smartphone owners in Asia Pacific, Middle East, North and Latin America and Africa.

"The survey shows that the provision of proactive care and self-service apps would be a highly effective strategy for helping service providers to increase their Net Promoter Score, or NPS and reduce the burden on the call centre," said Ian Parkes, director and co-founder at Coleman Parkes. "But, according to our study, consumers feel that service providers need to improve the online experience with a more consistent and personal service."


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