Are you paying attention to your customers? TELECOMMUNICATIONS Your customers are speaking up—are you paying attention? IBM’s most recent global telecommunications consumer survey can be summed up in two words: social disruption. Here are a few primary customer concerns from the 2014 IBM Global Telecommunications Consumer Survey. I am vocal about a good customer experience— or a bad one 53% of subscribers will always or often tell others about a good experience 40% of subscribers will always or often speak up about a bad one I rely heavily on my peers to choose communications products and services 60% of subscribers rely on recommendations from friends or family to choose communications products and services I need better service from you Only 1 out of 6 customers are real advocates for their provider The telecommunications industry ranked near the bottom in multiple customer satisfaction surveys I don’t often contact customer care when I have issues 49% of respondents don’t call up their service provider’s call center because they have to wait too long in the queue to speak to a call center agent I need you to be more proactive about improving the customer experience 68% of respondents rate their service provider “Average to Poor” about the following aspect: “Proactively tries to improve the user experience” Listen to me and collect the right information to meet my communication needs Only 12% of respondents strongly agreed that their provider listens to them and collects the right amount of information to meet their communication needs (Additional source: 2013 IBM Global C-Suite Survey) Learn more about IBM’s Industry Analytics Solutions: ibm.co/industrylaunch
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Are you paying attention to your customers?
T E L E COMMUN I CA T I ON S
Your customers are speaking up—are you paying attention? IBM’s most recent global telecommunications consumer survey can be summed up in two words: social disruption. Here are a few primary customer concerns from the 2014 IBM Global Telecommunications Consumer Survey.
I am vocal about a good customer experience—or a bad one
53% of subscribers will always or often tell others about a good experience
40% of subscribers will always or often speak up about a bad one
I rely heavily on my peers to choose communications products and services
60% of subscribers rely on recommendations from friends or family to choose communications products and services
I need better service from youOnly 1 out of 6 customers are real advocates for their provider
The telecommunications industry ranked near the bottom in multiple customer satisfaction surveys
I don’t often contact customer care when I have issues
49% of respondents don’t call up their service provider’s call center because they have to wait too long in the queue to speak to a call center agent
I need you to be more proactive about improving the customer experience
68% of respondents rate their service provider “Average to Poor” about the following aspect: “Proactively tries to improve the user experience”
Listen to me and collect the right information to meet my communication needs
Only 12% of respondents strongly agreed that their provider listens to them and collects the right amount of information to meet their communication needs
(Additional source: 2013 IBM Global C-Suite Survey)
Learn more about IBM’s Industry Analytics Solutions:
ibm.co/industrylaunch
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