What Factors Affect Telecom Customer Satisfaction?

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  • Written By: D. Nelson
  • Edited By: M. C. Hughes
  • Last Modified Date: 29 April 2020
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Telecom is short for telecommunications; the term describes any technology that allows people to communicate with one another over long distances. Some common examples of telecom devices are telephones, televisions, and radios. Factors that affect telecom customer satisfaction include service levels, rates, the availability of bonus features, and customer service. Like many technology industries, the telecom industry develops quickly, so many consumers appreciate telecom service providers that enable them to use new, cutting edge features and receive upgrades for reasonable prices.

Professionals in the industry often develop market strategies, pricing, and customer service models based on telecom customer satisfaction results. For example, a professional in the telecom industry might offer customers the option to participate in customer satisfaction surveys after completing phone sessions with representatives. Results of these surveys can help management professionals to determine which products and services are most successful. Telecom customer satisfaction also can be gauged by observing customer purchasing patterns. If a large number of customers, for example, cancel a cellular phone plan after a year, professionals might study this plan to find out why clients apparently are not satisfied.

When it comes to telecom customer satisfaction, service level is an important factor. A cell phone user who finds that he or she can only get service 70 percent of the time will probably become dissatisfied with his or her service. As a matter of fact, individuals shopping for new telecom devices often make the question of service levels one of their first concerns.

As in any industry, rates and prices often help determine customer satisfaction. Consumers want to pay the lowest rates for the best possible service. It commonly is believed, however, that cheaper rates result in lower standards of quality. As a result, many consumers prefer to use services that charge rates thought to be average and which have positive reputations. Rates and prices commonly are thought to be average when they are similar to what other major manufacturers or vendors offer.

Customer service heavily can impact telecom customer satisfaction. Regardless of how reliable an individual's telecom service is, he or she probably finds at one time or another that he or she must communicate with service representatives about problems or questions. When consumers are anxious or irritated because their telecom devices are not functioning properly, they generally want to communicate with representatives who understand why they are uneasy and who assure them that problems can be fixed. Customers normally value clear, concise answers.

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