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)

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