SOME POSITIVES IN LATEST ACCAN RESEARCHSydney, 23 July 2018 – Communications Alliance noted ACCAN’s release today of a customer survey from February and March of this year.
“We are disappointed that ACCAN has chosen to selectively present the results of this research,” said Communications Alliance CEO, John Stanton
“For example, the survey shows that only 18% of customers are negative about their experience with their provider – meaning that the vast majority are either positive or neutral,
“ACCAN’s media release also neglects to mention that 58% of customers were able to have their issues resolved as a result of their first contact with their service provider – and that most consumers said the service they received from their telco provider was in line with their expectations.”
“We have sought further information from ACCAN as to how the survey respondents were sourced and in regard to some of the calculation methods used in the research.”
“Customer service is extremely important in the telco sphere, as in all industries. Recent strengthening of the Telecommunications Consumer Protections (TCP) Code – now in circulation for public comment – will further improve the situation for telecommunications consumers.
“We have seen more recent improvements in complaint volumes to the industry ombudsman and in customer satisfaction research that will be published soon,” Mr Stanton said.
Communications Alliance is the primary telecommunications industry body in Australia. Its membership is drawn from a wide cross-section of the communications industry, including carriers, carriage and internet service providers, content providers, search engines, equipment vendors, IT companies, consultants and business groups.
The most influential association in Australian communications, co-operatively initiating programs that promote sustainable industry development, innovation and growth, while generating positive outcomes for customers and society. To create a co-operative stakeholder environment that allows the industry to take the lead on initiatives which grow the Australian communications industry, enhance the connectivity of all Australians and foster the highest standards of business behaviour. For more details about Communications Alliance, see www.commsalliance.com.au.
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