Poor customer service hits telcos

Almost one quarter of mobile subscribers are planning to change their provider in the next 12 months with poor customer care among the most common reasons for doing so according to a new report.


A global survey for Tektronix Communications, the telecoms intelligence business, polled 3,500 mobile subscribers across Australia, India, Indonesia, Turkey, South Africa, the UK and USA for the report, Who Cares, Wins – Customer Service Perceptions and Churn. This found that 24% of respondents intended to switch supplier in the coming year.


In addition, another quarter of respondents said they had changed their provider in the last 18 months, while another 42% said stating that they were at best undecided on changing providers.

Quelle: warc.com

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