- Joined
- 11 yrs. 8 mth. 23 days
- Messages
- 5,010
- Reaction score
- 11,818
- Wallet
- 13,191$
- [email protected]
Oz PhD student demos 1.8 Tbps, 800 Km link
Asian telcos came out top in a new global study of the prepaid mobile market by KPMG designed to find the best customer experience in-store and over-the-phone, with the UK, US and Australia all placing disappointingly outside the top ten.
The In Search of a Better Customer Experience study (PDF) rated 106 mobile providers across 25 countries.
KPMG used mystery shoppers to carry out over 850 store visits and 750 calls to contact centres, with providers assessed according to a variety of criteria including average wait times, ease-of-understanding, agent/sales consultant soft skills and use of voice recognition technology.
Overall in-store scores by country put China (82 per cent) in top spot followed by Indonesia (79 per cent) and Singapore (76 per cent).
Somewhat disappointingly the US came down in 11th place with a score of 68.5 per cent and the UK just behind with 68.3 per cent, while Australia came in 18th with 65.7 per cent, beaten by countries including Vietnam, India and Mexico.
Common problems seen by KMG which may have contributed to the poor scores included unavailability of SIMs and long wait times.
The report had the following :
Tellingly, fewer than 40 per cent of US and UK mobile stores had a concierge, with the number dropping to around 20 per cent for Australia. In China and Singapore the figure was 100 per cent.
When it came to contact centres, China again came top (87.5 per cent), this time followed by Portugal (86.4 per cent) and Poland (83.6 per cent). New Zealand crept into 8th with 75.7 per cent but the rest of the top ten was mainly filled with more Asian countries.
Again, more “mature” markets in the West performed badly, with the UK in 12th (74 per cent), US in 18th (71 per cent) and Australia in 19th (69.9 per cent).
A common criticism of failing telcos was complex and non-intuitive Interactive Voice Response (IVR) systems.
The report added the following, which will ring bells with UK mobile customers :
When it came to contact centres, China again came top (87.5 per cent), this time followed by Portugal (86.4 per cent) and Poland (83.6 per cent). New Zealand crept into 8th with 75.7 per cent but the rest of the top ten was mainly filled with more Asian countries.
Again, more “mature” markets in the West performed badly, with the UK in 12th (74 per cent), US in 18th (71 per cent) and Australia in 19th (69.9 per cent).
A common criticism of failing telcos was complex and non-intuitive Interactive Voice Response (IVR) systems.
The report added the following, which will ring bells with UK mobile customers :
Long wait times before being put through to an agent post IVR selection were also highlighted, and it’s no surprise here that the UK and US performed fairly poorly at around the 1 minute mark, with China down nearer 10 seconds.
It should be noted that Asian countries have a relatively high penetration of prepaid mobile users compared to, say, the UK and therefore their telcos should be expected to deal better with this type of customer.
However, the report still serves to highlight persistent deficiencies with customer service in markets like the UK, US and Oz where telcos have been doing this for a lot longer.
Asian telcos came out top in a new global study of the prepaid mobile market by KPMG designed to find the best customer experience in-store and over-the-phone, with the UK, US and Australia all placing disappointingly outside the top ten.
The In Search of a Better Customer Experience study (PDF) rated 106 mobile providers across 25 countries.
KPMG used mystery shoppers to carry out over 850 store visits and 750 calls to contact centres, with providers assessed according to a variety of criteria including average wait times, ease-of-understanding, agent/sales consultant soft skills and use of voice recognition technology.
Overall in-store scores by country put China (82 per cent) in top spot followed by Indonesia (79 per cent) and Singapore (76 per cent).
Somewhat disappointingly the US came down in 11th place with a score of 68.5 per cent and the UK just behind with 68.3 per cent, while Australia came in 18th with 65.7 per cent, beaten by countries including Vietnam, India and Mexico.
Common problems seen by KMG which may have contributed to the poor scores included unavailability of SIMs and long wait times.
The report had the following :
Tellingly, fewer than 40 per cent of US and UK mobile stores had a concierge, with the number dropping to around 20 per cent for Australia. In China and Singapore the figure was 100 per cent.
When it came to contact centres, China again came top (87.5 per cent), this time followed by Portugal (86.4 per cent) and Poland (83.6 per cent). New Zealand crept into 8th with 75.7 per cent but the rest of the top ten was mainly filled with more Asian countries.
Again, more “mature” markets in the West performed badly, with the UK in 12th (74 per cent), US in 18th (71 per cent) and Australia in 19th (69.9 per cent).
A common criticism of failing telcos was complex and non-intuitive Interactive Voice Response (IVR) systems.
The report added the following, which will ring bells with UK mobile customers :
Tellingly, fewer than 40 per cent of US and UK mobile stores had a concierge, with the number dropping to around 20 per cent for Australia. In China and Singapore the figure was 100 per cent.
When it came to contact centres, China again came top (87.5 per cent), this time followed by Portugal (86.4 per cent) and Poland (83.6 per cent). New Zealand crept into 8th with 75.7 per cent but the rest of the top ten was mainly filled with more Asian countries.
Again, more “mature” markets in the West performed badly, with the UK in 12th (74 per cent), US in 18th (71 per cent) and Australia in 19th (69.9 per cent).
A common criticism of failing telcos was complex and non-intuitive Interactive Voice Response (IVR) systems.
The report added the following, which will ring bells with UK mobile customers :
Long wait times before being put through to an agent post IVR selection were also highlighted, and it’s no surprise here that the UK and US performed fairly poorly at around the 1 minute mark, with China down nearer 10 seconds.
It should be noted that Asian countries have a relatively high penetration of prepaid mobile users compared to, say, the UK and therefore their telcos should be expected to deal better with this type of customer.
However, the report still serves to highlight persistent deficiencies with customer service in markets like the UK, US and Oz where telcos have been doing this for a lot longer.