25th Jul 2015
Reacting to news that Ofcom has announced new rules to help subscribers cancel contracts if broadband speeds are too slow, Jo Causon, CEO of The Institute of Customer Service says:
"Today's announcement from Ofcom highlights the role of customer service as a key differentiator in the telecoms industry. "Making it easier to switch providers is obviously great news for consumers, but this move has profound implications for the Telco companies. Excellent levels of service will now become central to retaining customers as the regulation increases competition in the sector and consumers have greater flexibility. However, huge changes need to be made to reach this goal as customer service has traditionally been an area in which many Telco providers have struggled. The latest UKCSI shows 22% of customers experiencing problems with their providers, well above the all-sector average of 13%. “Now that customers can switch providers with ease, companies in the industry have to understand that excellent service at every point is crucial, especially as 66% of customers have said that they will not compromise service levels in pursuit of a cheaper deal. “It is now clearer than ever that the bottom line and customer service are inextricably linked. Those businesses that do not grasp this will rapidly lose market share."
For further information please contact:
The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers' experience and their own business performance. The Institute is a membership body with a community of over 400 organisational members - from the private, public and third sectors - and over 5,000 individual memberships.
For more information about the Institute of Customer Service go to www.instituteofcustomerservice.com