Research is an important tool in understanding your customers’ needs and what they value most. Many organisations undertake customer satisfaction surveys annually to track their standing with their customers.

At Wholesale we believe continued dialogue with you, our customers, gives us many useful insights into your operational needs so we can improve the quality of our ordering and delivery, assurance and billing services.

National Manager of Business Operations Jeremy Homfray says our bi-annual service tracking surveys allow us to understand your day-to-day operational needs and keep pace with changing requirements.

“We listen to what our customers say so we can ensure we remain easy to do business with,” he says.

“The feedback we have received shows that our customers value our reliability, responsiveness and quality of service, and these surveys are one way we can continue to build on our strengths.”

Wholesale’s service tracking surveys have been conducted with small groups of customers since 2006 and are now being expanded to cover our entire customer base.

The surveys have led to a number of improvements, including:

Targeted information about data and ISDN products
Customers told us they wanted more information about data and ISDN products. In response, Telstra Wholesale now provides targeted training to improve staff skills in managing data and ISDN-related billing enquiries.

Extension of Digital Subscriber Line Transfer Centre hours
Our Western Australian customers told us they needed more support with withdrawals and re-targets. In response, Wholesale’s Customer Transfer team extended the hours of its phone and LOLO operational support to make it easier for DSL customers located in Western Australia to do business with us.

For more information about our service tracking surveys, please contact your business operations manager.