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?