Telecommunications operator

For the third year in a row, the BCGroup research agency has been collaborating with one of the largest telecommunications operators.

The purpose of one of the studies was to assess customer satisfaction using the SERVQUAL method.

The study involved solving the following problems:

• assessment of satisfaction of the company’s private clients;
• assessment of corporate client satisfaction;
• correspondence between the actual perception of the quality of telecommunications services and customer expectations according to 40 parameters;
• assessment of corporate client satisfaction;
• identifying strengths and weaknesses in the operator’s work.

A survey on the customer base was used as a method of collecting information. Both private and corporate clients of the operator took part in the survey.

It is worth noting that the study is conducted regularly and with each wave the results of work to increase the level of satisfaction are noticeable.

For privacy reasons, we cannot provide specific brands and numbers.