{"id":96041,"date":"2014-02-03T11:12:26","date_gmt":"2014-02-03T09:12:26","guid":{"rendered":"http:\/\/mybroadband.co.za\/news\/?p=96041"},"modified":"2014-02-03T16:37:24","modified_gmt":"2014-02-03T14:37:24","slug":"telkom-improving-customer-service-survey","status":"publish","type":"post","link":"https:\/\/mybroadband.co.za\/news\/telecoms\/96041-telkom-improving-customer-service-survey.html","title":{"rendered":"Telkom improving customer service: survey"},"content":{"rendered":"<p><a title=\"Telkom\" href=\"http:\/\/mybroadband.co.za\/vb\/showthread.php\/227037-Telkom\">Telkom<\/a> 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<p>Telkom managing executive <a title=\"Pieter Spies\" href=\"http:\/\/mybroadband.co.za\/vb\/showthread.php\/594303-Pieter-Spies\">Pieter Spies<\/a> told staff that providing their customers with a positive experience is an integral part of Telkom\u2019s turnaround programme.<\/p>\n<p>\u201cOur latest Telkom Customer Loyalty Measurement results revealed a number of positive trends,\u201d said Spies.<\/p>\n<ul>\n<li>Overall Quality of Service in the residential market showed a significant improvement from 51% to 59% and from 47% to 58% in Small Business.<\/li>\n<li>Telkom Mobile improved from 63% to 68%, which was the highest rating achieved in overall quality of service.<\/li>\n<\/ul>\n<p>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<p>The net promoter score for the different Telkom business units were as follows:<\/p>\n<ul>\n<li>Telkom Mobile 31<\/li>\n<li>Government Sales 24<\/li>\n<li>Enterprise Markets 21<\/li>\n<li>Small Business 15<\/li>\n<li>Residential 13<\/li>\n<li>Medium Business 13<\/li>\n<li>TI Business 10<\/li>\n<li>Large Business 2<\/li>\n<li>Wholesale services -19<\/li>\n<\/ul>\n<p>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<p>\u201cThe likelihood of recommending Telkom improved significantly from 73% to 77%,\u201d said Spies.<\/p>\n<p>\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<p>Customers who were actively searching for an alternative communication provider to Telkom remained at 52%.<\/p>\n<p>Overall Quality of Telkom\u2019s service achieved an 11-year high at 59%, against a 2013 target of 51.9%.<\/p>\n<p>According to the survey results, products and services, communication and pricing remain the top three priority categories of importance for the customer.<\/p>\n<h3 class=\"my-4\">More on Telkom<\/h3>\n<p><a title=\"Telkom looking for help with bad media: source\" href=\"http:\/\/mybroadband.co.za\/news\/general\/95559-telkom-looking-for-help-with-bad-media-source.html\"><strong>Telkom looking for help with bad media: source<\/strong><\/a><\/p>\n<p><a title=\"Telkom to cut workforce by a third: report\" href=\"http:\/\/mybroadband.co.za\/news\/telecoms\/94678-telkom-to-cut-workforce-by-a-third-report.html\"><strong>Telkom to cut workforce by a third: report<\/strong><\/a><\/p>\n<p><a title=\"Telkom: did they or didn\u2019t they?\" href=\"http:\/\/mybroadband.co.za\/news\/business\/94965-telkom-did-they-or-didnt-they.html\"><strong>Telkom: did they or didn\u2019t they?<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>New survey reveals a positive trend on Telkom\u2019s customer service and loyalty measurements, with Telkom Mobile leading the way<\/p>\n","protected":false},"author":23,"featured_media":92653,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[3],"tags":[36,23487,109,689],"class_list":["post-96041","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecoms","tag-active","tag-pieter-spies","tag-telkom","tag-telkom-mobile"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/96041"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=96041"}],"version-history":[{"count":2,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/96041\/revisions"}],"predecessor-version":[{"id":96071,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/96041\/revisions\/96071"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/92653"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=96041"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=96041"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=96041"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}