Customer Experience 2013

This survey is now closed.

European Communications latest quarterly survey is its second annual look at customer experience in telecoms.

As operators roll out 4G LTE across Europe and end users increasingly consume a wide variety of content in addition to traditional telecoms services across a growing number of devices, delivering a best-in-class customer experience has never been more important.

But are telcos improving year-on-year? Are they able to increase the investment they put into upgrading the customer experience at a time when revenues are declining?

Last year, a majority of respondents said managing customer expectations was the biggest challenge the industry faced, while just 17 percent said they had a 360-degree view of their customers.

This year we are looking more indepth at how customer experience is measured within operators. Which KPIs do you use and which do you regard as the most important?

Further, we want to know if online and self-care channels are being backed at the expense of more traditional call centres and retail outlets.

The results of the survey, which will be accompanied by comment and opinion from leading analysts, will be available online and in the Q2 2013 issue of European Communications magazine.

The survey forms part of our special report on customer experience in the Q2 issue, which also contains a range of exclusive interviews and features. The magazine will be available in May and distributed at TM Forum Management World Event.

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Win an iPad mini

As a thank you for assisting with our research we will put all completed survey participants into a prize draw for the chance to win an iPad mini 32GB.

The next draw will be made at the end of March 2015, and will incorporate all completed survey participants across ECi and MEi. Participants can only enter each survey once, but can enter multiple ECi and MEi surveys to increase chances of winning. Full contact details must be provided to enable us to contact the winner.