0
Internet

Poor customer service takes toll on telecom cos - study

Tuesday 2 February 2010 | 09:07 CET | News
Poor customer service costs Dutch companies EUR 2.4 billion annually, a study for Alcatel-Lucent unit Genesys by Datamonitor/Ovum and Greenfield Online showed. In particular, consumer product suppliers, financial service providers and telecommunications companies have experienced first hand the impact poor customer service can have on business. Adissatisfied customer who walks away, walk away with around EUR 168 more in his or her pocket. The main issues stem mainly from companies not able to adequately serve customers in the digital age. Suppliers from telephony, internet and TV are especially bad, with 14 percent of respondents saying they walked away from their mobile supplier, leading to sales loss estimated at EUR 338 million. ISPs suffered a loss of EUR 293 million, while cable TV and satellite suppliers took a EUR 206 million loss. The study failed to specify the full meaning behind "supplier", the term it uses in the study.

Categories: Fixed / Internet / Mobile & Wireless
Companies: Ovum
Countries: Netherlands
::: add a comment

Add comment

We welcome comments that add value to the discussion. We attempt to block comments that use offensive language or appear to be spam, and our editors frequently review the comments to ensure they are appropriate. If you see a comment that you believe is inappropriate to the discussion, you can bring it to our attention by using the report abuse links. As the comments are written and submitted by visitors of the Telecompaper website, they in no way represent the opinion of Telecompaper.






VOO has over 11% market share on the consumer broadband market
Belgium  |  2013 Q4

Calendar   /   Industry Events

25 Apr KPN Q1 2014
25 Apr Tele2 Q1 2014
25 Apr Orange Poland Q1 2014
25 Apr FET Q1 2014
28 Apr Sohu.com Q1 2014
28 Apr China Telecom Q1 2014
28 Apr EE Q1 2014
28 Apr NEC FY 2014
28 Apr Charter Communications Q1 2014
28 Apr Meru Networks Q1 2014
28 Apr STMicroelectronics Q1 2014
28 Apr Telenet Q1 2014
29 Apr Twitter Q1 2014
29 Apr eBay Q1 2014
29 Apr Ikanos Communications Q1 2014
29 Apr Nokia Q1 2014
29 Apr Maroc Telecom Q1 2014
29 Apr Calix Q1 2014
29 Apr Harris Q1 2014
29 Apr Carphone Warehouse Q4/FY 2013/4
29 Apr RFMD fiscal Q4
29 Apr Transmode Q1 2014
29 Apr Samsung Electronics Q1 2014
29 Apr Taiwan Mobile Q1 2014
29 Apr Orange Q1 2014
29 Apr Telecoms Regulation Forum
29 Apr Broadband and TV Connect Asia
29 Apr Telecoms Regulation Forum 2014
29 Apr IMS World Forum 2014
29 Apr SDN World Asia
::: More Calendar Items