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How the Telecommunications Industry Benefits from Customer Feedback and Data Management:

Telecommunications embraces telephone service - both fixed and wireless, Internet and television broadcasting. Developments in this rapidly changing industry happen almost daily, or so it would seem, with the last decade alone seeing ‘flip’ phones give way to BlackBerrys and other smartphones until we now have phones that are really mini computers with camera facilities that also just happen to be able to make phone calls. At the same time, computers can be used for both VoIP and video chatting. As the use of cellphones has grown exponentially, landlines are becoming less and less popular. In the US, fixed-line subscribers have continued to decline over the last five years, while wireless subscribers have grown rapidly, with 3G networks, SMS and mobile broadband use. Digital TV has also seen significant growth.

The telecommunications industry is possibly one of the most competitive industries in the market today. In North America, the industry is dominated by major telecommunications providers that compete fiercely for their market share. Brand awareness and loyalty are extremely important as customers can switch providers with relative ease.

Customer feedback and data management in this industry:

Customer Satisfaction Surveys Understand and measure customer satisfaction for products and services, and identify ways to improve customer-directed programs.
Performance Measurement Surveys Measure performance of internal work groups and processes and measure performance directed to external markets, e.g. ISO compliance reporting.
Brand and Product Surveys Measure brand awareness/equity across audiences in different markets and gauge feedback on product features/benefits.
Employee and HR Surveys Collect data for: 360 surveys, peer reviews, compensation and benefits surveys, and employee pulse checks.
Issues and Advocacy Surveys Used primarily by associations for member-based surveys including communications, advocacy, collective bargaining surveys, etc.
Conference and Tradeshow Surveys Used for post conference/trade show follow-up and assessments.

InSite's customer feedback and data management software is easily customized for the specific needs of the telecommunications industry. Surveys can give valuable feedback from customers, helping your industry to identify ways to improve customer service, develop and deliver new programs and services and measure brand awareness.

Contact us for more information on how our customer data management solutions can benefit your organization.

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