engn Customers Prefer Service Over Price 15.02.2006
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15.02.2006 , Customers Prefer Service Over Price
A recent global Customer Experience Survey survey by Amdocs revealed that the user and the provider will prefer to stick with a telecom provider who gives good quality of service rather than a provider who dishes out poor quality at a lower cost.
Click here to find out more!
Amdocs is a provider of software and services which enable integrated customer management and the intentional customer experience. The Amdocs Customer Experience Survey was conducted by an independent third party survey company in the United States and United Kingdom. The survey results highlight the frustration many consumers feel about the customer service they receive, particularly when trying to call a helpline or reach a support person.
More than 1,000 consumers and 400 businesses in the United States and United Kingdom were questioned about their interactions with their telecom providers. Answers showed that the customers had more complaints than businesses about the rough treatment given by the telecom companies. Around 57 percent of consumer respondents said they would not mind paying an extra five dollars a month if it meant that they would not be placedon hold and not have to talk to multiple service representatives when they contact the call center. More than three out of four consumer respondents asked for online access to their account to handle administrative tasks such as reviewing and paying bills.
Around 56 percent of businesses who were questioned said they wanted their telecom provider to offer cost-effective systems integration and implementation services.
Consumers on the other hand want more digitally-based services. Thirty percent of U.S. consumer respondents said they want their carrier to offer new, digitally-based services, such as ring-tones, music download, and video games. But in the U.K., the wish list was different; text messaging and chat programs topped the list followed by video such as TV shows and music videos.
Services are very important to consumers and 53 percent said they would consider switching to a new provider to get them provided that they are attractively priced.
More than half of businesses surveyed in the U.S. do not currently have an Internet telephony service, but would consider sourcing it from a non-traditional provider like an Internet-based company.
Only 45 percent of the businesses in the U.S. currently use self-service capabilities from their telecom provider, but 70 percent wish they had more self-service options.
Just about 50 percent of consumers in the U.S. said they would be happy to buy new services from their current provider. And surprisingly an even larger number -- 64 percent -- in the U.S. and the U.K. were not even aware that they could get phone service from new market entrants like cable companies and Internet phone providers.
This may prove to be a window of opportunity for established telecom companies to solidify and grow while they compete with new market entrants.
by: http://news.tmcnet.com/news/2006/02/15/1375592.htm
Click here to find out more!
Amdocs is a provider of software and services which enable integrated customer management and the intentional customer experience. The Amdocs Customer Experience Survey was conducted by an independent third party survey company in the United States and United Kingdom. The survey results highlight the frustration many consumers feel about the customer service they receive, particularly when trying to call a helpline or reach a support person.
More than 1,000 consumers and 400 businesses in the United States and United Kingdom were questioned about their interactions with their telecom providers. Answers showed that the customers had more complaints than businesses about the rough treatment given by the telecom companies. Around 57 percent of consumer respondents said they would not mind paying an extra five dollars a month if it meant that they would not be placedon hold and not have to talk to multiple service representatives when they contact the call center. More than three out of four consumer respondents asked for online access to their account to handle administrative tasks such as reviewing and paying bills.
Around 56 percent of businesses who were questioned said they wanted their telecom provider to offer cost-effective systems integration and implementation services.
Consumers on the other hand want more digitally-based services. Thirty percent of U.S. consumer respondents said they want their carrier to offer new, digitally-based services, such as ring-tones, music download, and video games. But in the U.K., the wish list was different; text messaging and chat programs topped the list followed by video such as TV shows and music videos.
Services are very important to consumers and 53 percent said they would consider switching to a new provider to get them provided that they are attractively priced.
More than half of businesses surveyed in the U.S. do not currently have an Internet telephony service, but would consider sourcing it from a non-traditional provider like an Internet-based company.
Only 45 percent of the businesses in the U.S. currently use self-service capabilities from their telecom provider, but 70 percent wish they had more self-service options.
Just about 50 percent of consumers in the U.S. said they would be happy to buy new services from their current provider. And surprisingly an even larger number -- 64 percent -- in the U.S. and the U.K. were not even aware that they could get phone service from new market entrants like cable companies and Internet phone providers.
This may prove to be a window of opportunity for established telecom companies to solidify and grow while they compete with new market entrants.
by: http://news.tmcnet.com/news/2006/02/15/1375592.htm
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