A recent consumer survey indicates that customers of telecommunications and internet service providers believe poor customer service is on the increase.

The survey, carried out in March 2008 by RightNow Technologies and StollzNow Research, found that 62 per cent of telecommunications customers and 52 per cent of internet customers have experienced poor service at some time.

Research shows that consumers don’t just complain about poor service – they act on it by changing providers. This leads to increased costs for businesses as acquiring new customers is far more costly than retaining those you already have.

With rapid changes in technology and consumer behaviour, poor customer service is an ongoing threat to business success. As providers gain better information about their service levels and customer needs, it’s essential that this data is used to respond to what customers value most. This will lead to improved customer satisfaction and retention.

Understanding your customers
In the rapidly changing telecommunications industry it’s important to have access to the latest research in markets and technology, and keeping abreast of industry developments is part of the service Telstra Wholesale offers.

By partnering with leading market research companies, Telstra Wholesale enables you to access vital information about trends, hot issues and key business topics at a special Telstra Wholesale discount rate. Visit About the Market to find out more and secure your discount rate.