It’s a well known fact that knowing your customers is essential to ongoing business success. At Telstra Wholesale we regularly seek feedback from our customers to help us understand their needs.

Our major piece of customer research is the Customer Value Analysis. This research is conducted in the form of a wholesale market survey, which comprises an online questionnaire covering areas such as the products and solutions we sell, the services we offer and how our customers rate us against the performance of our competitors.

Wholesale’s Executive Director Commercial Operations Warwick Broxom says the analysis provides us with a full picture of what customers want and how their needs have changed.

“We conduct the Customer Value Analysis so we can better understand our customers’ needs and give them the solutions they tell us they value.

“We listen to what they say so we can ensure we remain easy to do business with and can support them in growing their businesses,” Warwick says.

We’re listening

Following the Customer Value Analysis we conducted in 2007, Telstra Wholesale introduced a number of improvements to help its customers:

• Strategic Customer Reviews where we work closely with individual customers to better understand their business needs and identify opportunities to help them grow their businesses.
• improved operational support for customers including:
  • extended DSL transfer hours in Western Australia
  • centralised the delivery of our data and wideband services
• expanded services for our global customers.

Customers have been invited to complete the latest Customer Value Analysis which closes on 10 April.

“We know our customers value our reliability, responsiveness and quality of service and this research is one way we can continue to build on our strengths,” explains Warwick.

“We’re looking forward to learning what our customers think about some of the changes we’ve introduced in the past two years and understanding how we can continue to make improvements to help their businesses grow.”

Customers should have received an invitation asking them to complete the Telstra Wholesale market survey. If your business hasn’t received the invitation, please contact your account manager.