Customer Experience Survey 2017 Customer Experience Survey Welcome to European Communications' Customer Experience survey.We will be presenting the findings at our Intelligent Customer Engagement Seminar on 10 May. You can register to attend the seminar at the end of this survey.All completed entries will be included in a prize draw to win a £50 Starbucks gift card. Thank you for taking part. Question Title * 1. How would you say the telecoms industry has performed over the past 12 months when it comes to customer experience? It has improved It is the same It has got worse Please add any other comments Question Title * 2. Which of the following do you regard as the biggest source of poor customer experience within telecoms today? Billing issues Cancelling/exiting contracts Devices/gateways Product/service quality (fixed) Product/service quality (mobile) Network issues Onboarding new customers Privacy/ security issues Other, please explain Question Title * 3. Which of the following do you regard as the biggest pain point for customer service? Call centres Retail store Self-serve apps Social media Websites Other, please explain Question Title * 4. What do you regard as the biggest customer experience challenge the telecoms industry faces currently? Access to accurate, relevant data Costs associated with providing a best-in-class customer experience Hiring/training staff Lack of leadership/strategy within telcos Legacy back-end systems Matching customer expectations with quality of services delivered Measuring customer experience effectively Providing a consistent customer experience across all touchpoints Transforming internal culture towards being customer focused Other, please explain Question Title * 5. What do you regard as the most important lever operators have to provide a best-in-class customer experience? Acknowledging and rewarding customer loyalty High-quality network Innovative/differentiated products and services Personalisation Predicting what customers want Pricing Providing a consistent experience across all touchpoints Other, please explain Question Title * 6. True or false: customers are willing to pay more for a better experience True False Please add any other comments Question Title * 7. Which company do you think sets the bar for customer experience today? Question Title * 8. I work for: A network operator A vendor Other (please specify) Other (please specify) Next
