European Communications’ fifth annual look into the customer experience that telcos provide is underway.
The 2016 survey aims to benchmark the biggest challenges that operators face in providing a best-in-class service, how they measure customer experience and whether their investment in this key area is set to increase.
It also analyses where operators think their strengths lie, whether they feel they are providing a differentiated service and what other industries they look up to.
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The results will feature in the Q1 issue of European Communications magazine, which will be published in time for Mobile World Congress.
Key highlights from the survey will also be presented at our customer experience seminar in March.
Improving the customer experience remains front and centre of strategic plans at many operators.
BT, for example, promised to connect more customers to UK-based contact centres last September.
The same month, EE admitted its customer service for fixed broadband subscribers was not good enough and committed to a major overhaul.
Click here to watch videos from our 2015 customer experience seminar, featuring Orange, EY, Amdocs and more.