Study doesn't take into account that people in different places are different
That concierge nonsense on the whole doesn't go down well in the UK, so if they're not in the UK that should be a point in the teleco's favour, not against.
Asian telcos came out top in a new global study of the prepaid mobile market by KPMG designed to find the best customer experience in-store and over-the-phone, with the UK, US and Australia all placing disappointingly outside the top ten. The In Search of a Better Customer Experience study (PDF) rated 106 mobile providers …
Anybody who wants to take my details before 'allowing' me to browse products gets told 'no'. I'm tempted to carry a rolled up newspaper to whack those young puppies that jump on you as soon as you walk through the door in some shops.
"That concierge nonsense on the whole doesn't godown well in the UK, so if they're not in the UK that should be a point in the teleco's favour, not against.""
Indeed! When I read the article, I thought "I don't want no stinkin' concierge" - I'd even avoid such a place...
</grumpy welsh git>
I'm not sure that that wouldn't actually be a good idea, though, if it weeded out the leeches who think it's OK to visit a bricks-and-mortar store just to browse goods and then buy the same product from an Internet retailer.
Not that selling stuff sight-unseen and expecting other people to keep stores where your customers can browse identical products isn't a form of freetardery in its own right, of course.
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"It should be noted that Asian countries have a relatively high penetration of prepaid mobile users compared to, say, the UK and therefore their telcos should be expected to deal better with this type of customer."
Discriminatory! But that is hardly unexpected, we expect discrimination in the UK. I experience it multiple times on a daily basis.
"However, the report still serves to highlight persistent deficiencies with customer service in markets like the UK, US and Oz where telcos have been doing this for a lot longer."
Because business try to adopt standard business practices (e.g.ITIL and it's ilk) which FAIL everyone except the policy makers whom we are expected to give a pat on the back!
UK=Retarded (it's the best explaination as to why the Tories are in power again)
Customer satisfaction is always relative to expectations and past experience. If you've had 5 years of consistently excellent service, satisfaction drops because you regard consistently excellent service as the norm, and minor irritations are magnified in the absence of major irritations.
Conversely, in a developing country where a shop that sells real working mobile phones that you can buy is little short of a miracle, your satisfaction will be very high regardless of the quality of the service provided.