Telco CX: The Good, the Bad, and the Ugly
Key Points:
- Telco has the lowest median NPS among all industries.
- The customer retention rate for telco is in the bottom half of all benchmarked industries.
- 59% of telco subscribers complained about their digital customer service experience.
The Breakdown:
According to Customer Gauge, telco is not doing so well in terms of customer experience. With the lowest median NPS among all industries, telco certainly has some work to do. Additionally, their customer retention rate falls in the bottom half of all benchmarked industries. Not a great look for telco companies.
A report by Dimensional Research reveals that telco subscribers are not happy with their digital customer service experience. In fact, a whopping 59% of subscribers complained about it. It seems there is room for improvement in this area as well.
Overall, telco companies need to up their game when it comes to customer experience. With low NPS and retention rates, as well as high customer complaints about digital customer service, it’s clear that there is room for improvement in the telco industry.
As customer experience becomes increasingly important in today’s competitive market, telco companies cannot afford to lag behind.
“Telco companies need to dial up their customer experience game or risk losing subscribers.”
Our Experience:
Telco companies may offer the latest technology and connectivity, but when it comes to customer experience, they are falling behind. With the lowest NPS and retention rates, telco companies need to address their shortcomings and find ways to improve customer satisfaction. The high number of customer complaints about digital customer service is a clear indication that changes are needed. It’s time for telco companies to listen to their subscribers and provide them with a seamless and enjoyable customer experience. Otherwise, they may find themselves disconnected from their customer base.
Original article: https://customerthink.com/telco-sector-cx-go-from-churn-to-earn-and-even-yearn/
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