Community
C&W conducts customer survey
Customers of Cable & Wireless will have a chance to have theirsay on the company's performance, when its quarterly "Voiceof the Customer" survey begins on 19 March.
The Voice of the Customer is a new approachto customer research by Cable & Wireless. Vice-President ofCustomer Services for Cable & Wireless Caribbean and AtlanticIslands, Mr. Peter Halstead, says: "This survey allows ourcustomers to give us their feedback on the products and serviceswe provide. We have used this information from our customers todevelop the questions in the survey, so we now have a much betterpicture of their customer service requirements, and expected satisfactionlevels."
"In the past the results for each sectionof our survey were measured equally. But with our new 'Voice ofthe Customer' methodology, we are able to prioritise those serviceareas that our customers tell us are most important to them."
Mr. Halstead explained that the new surveyallows Cable & Wireless to determine both the current levelof customer satisfaction, and the perceived value and benefitof the changes suggested by the respondents in the survey.
The first Cable & Wireless "Voiceof the Customer" survey was conducted in September 2000,with encouraging results. The Caribbean and Atlantic Islands regionreached its targets, with an overall customer satisfaction scoreof 71. Provision of Service to business customers within the targetdate reached 95 percent, and the percentage of faults per 100lines fell to a new all-time low of 4.79 percent.
With the results gathered from the lastsurvey, Cable & Wireless was able to develop action plansto address areas identified as being in need of improvement. Teamshave been set up within the various businesses to implement thecustomers' suggestions.
The "Voice of the Customer" surveywill be conducted from the Cable & Wireless telesales unitin St. Lucia. Data collection will continue through the end ofApril and the results will be shared with the businesses, andtheir customers, in May or June.