Are you satisfied with the customer experience you get from your telecommunications company?
Research suggests that the answer is "probably not". If we take a look at just some of the different surveys and indexes that have been published with a focus on customer service analysis, we see that Telecoms companies consistently hold up the rear in terms of satisfaction in the UK, Europe, and America.
The Terrible Satisfaction Scores
For instance, a glance at the American Customer Satisfaction Index shows how customers in the U.S. feel about their interactions with a range of businesses from different sectors, including transportation, retail, governmental bodies, finance, and of course, telecommunications. The results indicate that Telecommunications is the second least satisfactory industry on the board, coming in just ahead of the government. If we examine the industry breakdown, we also find that CSP services like television, ISP, and fixed-line telephony all score abysmally low.
The same trend continues throughout the globe. In Europe, the Institute of Customer Service shows that while the best-performing services in Europe can be found in the retail market with a satisfaction rate of 75.6, Telecommunications and media services come in at a measly 68.0, well under insurance, transportation, utilities, banking, and more. Telecommunication services come last in the UK too, with a UKCSI score of only 73.6.
So much evidence seems to suggest that the Telecoms industry is falling drastically short of the mark when it comes to providing a reliable and effective service for its customers. Despite the fact that more people than ever before are relying on technology and communication connections to help them succeed in the world of business, there's a significant gap between what customers expect from their providers, and the service they receive.
So, What's Gone Wrong?
According to Julio Lema, the problem appears to be a disconnect surrounding Perceived Quality, value, and customer expectations. In other words, our modern Telecom providers simply haven't found a way to properly measure what their customers want from them when it comes to service and support.
There's plenty of reasons why customer satisfaction could be a problem for the modern Telecoms market. After all, the services that are being offered to businesses today are far more complicated than the original Telecoms offerings we had a decade or so ago. As the technology evolves, the ability of businesses to track that technology has remained stagnant, meaning that telecommunication service providers are steering blindly into a digital revolution.
