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.






EUR 8
median monthly costs SIM-only (360 min)
Netherlands  |  2014 Q1

Calendar   /   Industry Events

29 Jul Orange Q2 2014
29 Jul Digital Realty Q2 2014
29 Jul Internap Q2 2014
29 Jul Level 3 Q2 2014
29 Jul AudioCodes Q2 2014
29 Jul Calix Q2 2014
30 Jul Hrvatski Telekom Q2 2014
30 Jul MobileIron Q2 2014
30 Jul Rovi Q2 2014
30 Jul Sonus Networks Q2 2014
30 Jul Sprint fiscal Q1
30 Jul Akamai Q2 2014
30 Jul Ruckus Wireless Q2 2014
30 Jul Equinix Q2 2014
30 Jul Entropic Q2 2014
30 Jul KPN Q2 2014
30 Jul Telefonica Deutschland Q2 2014
31 Jul BT fiscal Q1
31 Jul Charter Q2 2014
31 Jul 3 Group H1 2014
31 Jul Telenet Q2 2014
31 Jul Alcatel-Lucent Q2 2014
31 Jul Colt Q2 2014
31 Jul Yahoo Japan fiscal Q1
31 Jul Time Warner Cable Q2 2014
31 Jul PMC Q2 2014
31 Jul Samsung Electronics Q2 2014
31 Jul HTC Q2 2014
31 Jul Sierra Wireless Q2 2014
31 Jul TeleCommunication Systems Q2 2014
::: More Calendar Items