Communications Companies Failing at Communicating with Customers
December 11, 2008
Here’s an interesting note from MarketWatch. They report that almost two-thirds of telcommunications companies in North America fail to respond to customer requests within 24 hours.
In a recent survey released by eGain Communications Corp., they found that 20% of communications companies (cable, telcos, satellite TV/radio and mobile phone) failed to offer any response to inquires from customers. Another 45% did not respond within 24 hours.
This survey was done using email communications.
In a sector that is getting beat down by customer churn, you’d think they’d score a little better in their responsiveness to customers. It makes me wonder what how they are allocating their resources. As a consumer, I see their advertising so clearly they’re spending money on new customer acquisition.
But what are they doing to keep these customers?
One more thought. This would seem to be a golden oppertunity for some communications company to break from the ranks and become known for their amazing customer service.
What’s your experience with cable, telephone, mobile or satellite companies? Does it mirror this survey or is it better?
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Kevin,
I’m not surprised. The only industry I find that has a poorer customer service track record is the airline industry. In 2007 airlines were ranked below the IRS for customer satisfaction according to the American Customer Satisfaction Index.
Now that’s bad.
Shawn - you’re right that is awful. And just like the airlines, communications companies are becoming commodity providers. I don’t see a lot of effort at leveraging their brands through better customer experiences.