Most customers want telcos to admit troubles
Nine out of 10 customers want personalized interaction with their mobile operators, according to new research by Vanson Bourne.
The study commissioned by Comptel also shows that customers yearn for communication at every touch point — from the first interaction when joining the service (35%), to when they are experiencing issues with the service (61%), and when their needs are changing (40%).
The survey covered 6,000 consumers from 12 countries across EMEA, Latin America and Asia Pacific on their service usage and spending habits, as well as their relationships and satisfaction with their mobile operators.
More than three-quarters of consumers agree that one way mobile operators can improve their personal interaction with customers is by proactively recognizing and acknowledging poor service quality when it happens.
Nearly three out of five would like an apology or some form of compensation for the issues.