Blade Watch

http://www.webitpr.com/release_detail.asp?ReleaseID=5783

8th May 2007 – Although the UK is one of the fastest growing and most competitive broadband markets in the world, an independent audit has uncovered that the majority of Internet Service Providers (ISPs) are failing to deliver a basic level of customer service.  In a mystery shopper exercise, customer service specialist Talisma contacted 50 UK ISPs by email and phone. The results were alarming for an industry that specialises in online communication: almost 50% of emails were ignored; only 12% of ISPs could track emails once they had been received; and 84% did not give staff a unified view of customer interactions across multiple channels.

Check out this article and the report, its talking about problems with ISPs offering poor service. This kind of thing is a problem for the utilities companies as well. There remains a dilemma, as the cost of broadband falls, the revenue to cover the cost of support can be compromised in order to maintain revenues for the shareholders. There’s a fine balance, the problem is once the service deteriorates, whether its the broadband speed or the ability to phone up/email a question and get a response, that message gets out, can reduce the number of future companies and switch you from a growing business to a firefighting one.  Remember it costs less to keep your current customer base happy than it does to advertise, get more new customers through special offers. Whether it’s service delivery from your ISP, your utility, or from your IT, its delivery and communication where you’re typically measured, that IT received my email, ignored it and got back to me days later is the thing I will remember not necessarily that it was dealt with very quickly as soon as it was answered. Communication can be more important than delivery:

“We’ve got you’re email, your business really is important to you and we’ll get back to you as a problem, in the meantime, you’re email 3494, call ….. and quote this number if you wish to speak to us about it.”

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