1 / 19

Evaluation of Qwest Wholesale Customers' Service Satisfaction - December 2004

This report presents findings from a survey conducted with thirteen wholesale customers of Qwest between October 19-29, 2004, using computer-assisted telephone interviewing (CATI). The methodology aimed to assess customers' satisfaction regarding provisioning, billing, and repair services. Key concerns highlighted include delays in project completions, issues with billing accuracy, and lack of follow-up on repairs. Customers expressed a need for improvements in timeliness and responsiveness compared to competitors. Verbatim responses from participants provide insight into their experiences and expectations.

shaquana
Télécharger la présentation

Evaluation of Qwest Wholesale Customers' Service Satisfaction - December 2004

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. December 2004Wholesale For more information, please contact: Elayne Spinder

  2. Methodology • Thirteen wholesale customers were interviewed from October 19 through October 29, 2004 using computer assisted telephone interviewing (CATI). • Sample was provided by Qwest. • The survey instrument was designed to measure customers’ evaluations of service they received from Qwest overall, along with the specific areas of provisioning, billing, and repair.

  3. Overall Satisfaction

  4. Overall Rep

  5. Compared to competitors, is the service you receive from Qwest…

  6. Likelihood that you will continue using Qwest for Wholesale products and services that you currently use from them?

  7. PROVISIONING

  8. How has your provisioning experience impacted your overall perception of Qwest?

  9. Rate Provisioning on…

  10. Are the timeframes you are given for completing repairs…

  11. Are Qwest repairs completed within the timeframes promised?

  12. How has your repair experience impacted your overall perception of Qwest?

  13. Rate Repair on…

  14. Rate Billing on…

  15. Do you currently receive an electronic or paper bill?

  16. Compared to other telecommunications or data companies, is the design and layout of Qwest’s bills…

  17. Compared to other telecommunications or data companies, is Qwest’s billing dispute process…

  18. How has your billing experience impacted your overall perception of Qwest?

  19. Verbatim Responses • (Billing process) They need to be more timely when we turn in questions and disputes. • (Overall) They tend to take a while to get projects through. The other companies have a much quicker response. Their rules are a little bit more stringent. • (Repair overall) Lack of follow-up. • (Billing overall) Incorrect bills. • (Billing process) They should approve all disputes. They should make their bills more timely. • (Provisioning overall) Whenever we have issues and we have to call and open tickets, it's always tough to get the resolution, even for them to know what we are talking about. There always seems to be a push back. We would call in to ask about certain orders and whatnot. It seems like there is some kind of mis-match between what we've been told by our recommendation manager and what they seem to know.

More Related