"No Satisfaction" From Service Providers

July 1998
Financial Executive;Jul/Aug1998, Vol. 14 Issue 4, p8
Academic Journal
The article refers to an annual telecommunications competition survey that focuses on consumer satisfaction, which is conducted by Deloitte & Touche Consulting Group. The survey found that end-users will go to a different service provider if they are not satisfied with their current service. The consulting company suggests that the telecommunications industry implement customer relationship management which will increase consumer loyalty and profitability. Consumer complaints include the accounts teams' ability to provide technical assistance, their knowledge of client networks, and the companies' response time to service problems.


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