Market Research
Benchmarking telephone technical support
after-sales· benchmarking· customer experience· online survey· quantitative
Target
  1. Learn about the performance of the Technical Support departments (for individuals) of the main telephone operators in Spain.
  2. Improve the response of the Technical Support area of the operators.
Action plan
  1. Online survey of private users, with a recent technical incident and contact with the technical support of the operators.
  2. Field solution capable of detecting the target population of the profile and achieving the required number of participants.
Result
  • Dimensioning of incidents and contacts by operator and type of technical incident.
  • Customer experience of contacts.
  • Compared position of operators; strengths and challenges by type of incident and resolution protocol.
  • Setting points for improvement based on the results obtained.
  • Definition of response/service level objectives.

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