New Generation Telecoms

Explored satisfaction with each aspect of the firm's customer service and account management and assessed customers' telecoms hardware and airtime use and needs. Postal questionnaires were used.

The value gained:

• Highlighted weakness in complaint and fault handling.
• Led to a fundamental review of complaint and fault handling processes and a dramatic improvement in complaint and fault handling satisfaction.
• Analysis of customer telecoms use and needs identified major sales and cross-selling opportunities, resulting in unplanned sales growth.