An independent survey of customer service offered by the six largest telcos in Denmark puts Sonofon on top with the best customer service of all. Sonofon's service staff also score top marks in such areas as friendliness, product knowledge and being obliging.
The "ServiceBarometer" survey was done by market researchers Teleperformance, which undertakes a quarterly survey of the quality of customer service offered by the largest telcos in the country. 'Mystery shopping' calls to each company form the basis for an assessment of various factors, including service staff's ability to help customers, their product knowledge and general attitude. Sonofon is the winner of the most recent survey, with top scores in six out of a total of 11 criteria, and scoring so well on the other criteria as to place Sonofon overall as the telco with the best customer service.
"We try constantly to offer our customers the best possible service, and our aim is the have the best, most effective customer service in Denmark, not just in the telecoms sector but of all service organizations in the country. The current survey confirms we are going the right way," says Per Brogaard, VP Sonofon Customer Service.
"Nowadays, mobile telephony can be a complex business and many people find it difficult to find their way around all the offers and options. So Sonofon customers need to be sure they get good all-round service when they contact us. We are constantly working to improve the service we offer our customers, and focus heavily on ensuring our customers always have the right kind of subscription for their circumstances."
The customer service survey was made in February. Besides Sonofon, the survey covered TDC, Orange, Telia, Debitel and Telmore. Each company was called 75 times with three different types of customer (small/extensive product knowledge, young/elderly, etc.), and the quality of service was measured for 11 criteria, including service staff's product knowledge, ability to listen, sales proficiency, attitude, positive approach and waiting time.
Sonofon is the winner of the latest survey, followed by Telmore, TDC, Telia, Orange and Debitel."
Posted to the site on 19th April 2004
Posted to: www.cellular-news.com/story/11017.php