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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.

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