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Wholesale Customer Experience

Wholesale Markets Customer Experience Surveys CLEC Market Responses November 13, 2003 Satara R. Brown. Wholesale Customer Experience. Purpose of the Customer Experience survey is to capture the external customer’s perception of Sprint’s wholesale portfolio of products and services

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Wholesale Customer Experience

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  1. Wholesale Markets Customer Experience SurveysCLEC Market ResponsesNovember 13, 2003Satara R. Brown

  2. Wholesale Customer Experience • Purpose of the Customer Experience survey is to capture the external customer’s perception of Sprint’s wholesale portfolio of products and services • Second iteration of the survey was delivered to 538 recipients representing 168 unique CLEC and wireless carrier customers • Vendor Management • Purchasers • Provisioning and Maintenance Managers • 128 surveys were received from the recipients, representing 82 unique customers • CLEC market segment returned 91 surveys from 66 companies • Wireless customers returned 37 surveys from 16 companies • Survey period lasted from September 2 through October 3, inclusive Insert Confidentiality Statement Here

  3. Wholesale Customer Experience • No CLEC customer dominated the responses • SBC Telecom (5.5%) • AT&T (4.4%) • TelePacific Comm. (4.4%) • Two CLECs (3.3% each) • Eleven CLECs (2.2% each) Insert Confidentiality Statement Here

  4. Wholesale Customer Experience • Recipients were asked to respond to questions in the areas of: • Product • Price • Provisioning and maintenance service intervals & quality • Wholesale service center representatives1 • Billing • Account Management dimensions of quality • Wholesale website targeted for inclusion in 2004 1Wholesale service center questions were not available for the Interexchange Carrier iteration Insert Confidentiality Statement Here

  5. CLEC Service center promptly responded to all questions 1.95 Overall impression of service center representatives 1.99 Wholesale service center knowledge of Sprint’s products and services 2.04 Sprint is easy to do business with 2.11 Overall quality of technical support received 2.20 Top Favorable Results Survey scores established as: 1= Completely Agree, 5 = Completely Disagree Insert Confidentiality Statement Here

  6. CLEC Sprint resolves billing disputes timely 3.04 Sprint is the vendor of choice based on price 3.02 Sprint provides a bill that is accurate 2.99 Overall impression of Sprint’s bill 2.91 Sprint provides a bill that is easy to understand 2.88 Top Unfavorable Results Survey scores established as: 1= Completely Agree, 5 = Completely Disagree Insert Confidentiality Statement Here

  7. Top Unfavorable Results (All Markets) • Sprint is the vendor of choice based on price 2.99 • Sprint resolves billing disputes timely 2.88 • Sprint provides a bill that is accurate 2.87 • Sprint’s bill is easy to understand 2.78 • Overall impression of Sprint’s bill 2.76 Survey scores established as: 1= Completely Agree, 5 = Completely Disagree Insert Confidentiality Statement Here

  8. Customer Experience Scorecard New Questions regarding service for 2003 highlighted in red Insert Confidentiality Statement Here

  9. Customer Experience Scorecard Insert Confidentiality Statement Here

  10. Recommended Next Step • Identify process owners for top unfavorable results • Process owners to identify and implement time-bound, measurable solutions that will improve our external customer’s perception of Sprint • Improve the communication of the importance of the surveys to Sprint prior to invitation being distributed Insert Confidentiality Statement Here

  11. Insert Confidentiality Statement Here

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