Telkom is showing in improvement in customer service and loyalty, with Telkom Mobile leading the way. This is according to the latest survey results provided to staff through an internal e-mail.<\/p>\n
Telkom managing executive Pieter Spies told staff that providing their customers with a positive experience is an integral part of Telkom\u2019s turnaround programme.<\/p>\n
\u201cOur latest Telkom Customer Loyalty Measurement results revealed a number of positive trends,\u201d said Spies.<\/p>\n
Overall Quality of Service in the residential market showed a significant improvement from 51% to 59% and from 47% to 58% in Small Business.<\/p>\n
Telkom Mobile improved from 63% to 68%, which was the highest rating achieved in overall quality of service.<\/p>\n
Telkom also started to measure the net promoter score (NPS), which is used to establish customer loyalty. An NPS that is positive is good and a result of 50 is excellent.<\/p>\n
The net promoter score for the different Telkom business units were as follows:<\/p>\n
From a loyalty perspective, 29% of Telkom customers were passionate and favourable towards the company, 3% were fence sitters and 30% vulnerable and defectors.<\/p>\n
\u201cThe likelihood of recommending Telkom improved significantly from 73% to 77%,\u201d said Spies.<\/p>\n
\u201cCustomers who said they would continue using Telkom remained at 77%, while the category for the use of additional Telkom services declined from 58% to 49%.\u201d<\/p>\n
Customers who were actively searching for an alternative communication provider to Telkom remained at 52%.<\/p>\n
Overall Quality of Telkom\u2019s service achieved an 11-year high at 59%, against a 2013 target of 51.9%.<\/p>\n
According to the survey results, products and services, communication and pricing remain the top three priority categories of importance for the customer.<\/p>\n
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