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For Customer Experience Professionals

The State Of Service Provider Customer Service

Improve Service — And Reduce Churn — By Looking To Other Industries

March 31, 2008


  • By Chris Townsend,
  • Sally M. Cohen
  • with Ellen Daley,
  • April Lawson

Why Read This Report

Service providers of all types — cablecos, telcos, satellite companies, and mobile carriers — face a mounting dilemma: The number of services that they offer is on the rise, resulting in increasingly complex and disparate customer service needs. At the same time, they want to trim service and support costs by encouraging customers to use Web self-service tools. Above all else, providers must optimize the service and support experience for their customers or risk losing subscribers to the competition. We asked consumers about their experiences with customer service and support with their mobile, landline, TV, and Internet providers and found that, while consumers aren't wowed by any single providers' customer service, T-Mobile and DIRECTV lead the pack in satisfaction. To improve the customer service experience for their subscribers, providers and carriers should look for best practices in Web self-service and interactive tools outside of their industry — in retail, travel, and consumer electronics.

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Table of Contents

  • Provider Customer Care Experiences Leave Consumers Feeling Indifferent
  • Few Providers Use Their Web Sites To Enhance Customer Service Interactions
  • Other Industries Offer Online Customer Care Examples Providers Can Build On

  • Service Providers Should Learn From Retail, Finance, And Travel
  • Related Research Documents