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.






7%
Market share XS4ALL on the DSL market
Netherlands  |  2013 Q4

Calendar   /   Industry Events

21 Apr Netflix Q1 2014
21 Apr Rogers Communications Q1 2014
21 Apr Internet of Things Asia 2014
22 Apr Comcast Q1 2014
22 Apr Juniper Networks Q1 2014
22 Apr Zhone Technologies Q1 2014
22 Apr China Mobile Q1 2014
23 Apr Crown Castle Q1 2014
23 Apr TeliaSonera Q1 2014
23 Apr Motorola Solutions Q1 2014
23 Apr Facebook Q1 2014
23 Apr Ericsson Q1 2014
23 Apr Polycom Q1 2014
23 Apr Apple Q2 FY14
23 Apr Texas Instruments Q1 2014
23 Apr Fortinet Q1 2014
23 Apr Infinera Q1 2014
23 Apr China SDN/NFV Conference 2014
24 Apr Mobistar Q1 2014
24 Apr Freescale Semiconductor Q1 2014
24 Apr Sequans Q1 2014
24 Apr Millicom Q1 2014
24 Apr Broadcom Q1 2014
24 Apr Time Warner Cable Q1 2014
24 Apr Sonus Networks Q1 2014
24 Apr Verisign Q1 2014
24 Apr Microsoft fiscal Q3
24 Apr Amazon.com Q1 2014
24 Apr Netgear Q1 2014
24 Apr Telecoms Fraud Management and Revenue Assurance World Summit 2014
::: More Calendar Items