Consumers Dissatisfied With Telco, Broadband Customer Service
Only 27 percent of telecommunications and broadband customers feel their provider responds quickly to their requests every time, a Pegasystems survey found.Nearly three-quarters of business decision makers admit their customer service initiatives are primarily focused on getting the basics right, even as consumers demand more advanced personalized experiences, according to a Pegasystems survey of more than 1,000 consumers and business decision makers. While nearly 60 percent of businesses believe their customer service representatives quickly respond to their customers every time, the majority of consumers disagree. In fact, only 27 percent of telecommunications and broadband customers feel their provider meets this speed threshold, indicating that businesses need to speed up response time to meet customer expectations. "The most surprising finding from the survey was how many customer-centric businesses haven’t progressed beyond the basics of customer service at a time when customer service expectations are reaching new heights among consumers," Don Schuerman, CTO and vice president of product marketing for Pegasystems, told eWEEK. "For example, only 20 percent of the businesses we surveyed are working on developing omni-channel integration capabilities, which I believe are essential to providing good customer service in today’s omni-channel world."
Customers say that one of their top three customer service problems is with companies that fail to listen to their needs, despite the fact that retail banking organizations optimistically self-rank this capability as their top customer service attribute, indicating a major disconnect.