Reviews for telecommunications company

Collecting customer feedback is a key aspect of improving service quality and customer satisfaction in the telecommunications sector. Customer reviews provide valuable information about network performance, service quality, and user needs and preferences.

Implementing an effective review collection strategy allows the company to respond quickly to emerging issues, tailor services to current market demands, and increase customer loyalty.

How to get reviews for telecommunications company

Integration of a feedback system into the mobile application

Most customers of a telecommunications company regularly use a mobile application to manage their services. Incorporating a feature to leave reviews directly in the app simplifies the feedback collection process.

It is essential to ensure a user-friendly interface for writing reviews, allowing users to rate the quality of the connection, internet speed, ease of use of services, and quality of service. It is important to provide the option to leave both textual reviews and ratings, and to include a feature for sending network problem reports with the ability to attach screenshots or logs.

Surveys via SMS or email campaigns

Regularly sending surveys to customers via SMS or email allows feedback from those who use the mobile app less frequently. Surveys should be brief yet substantive, including questions about specific aspects of services (connection quality, service availability, satisfaction with customer service).

It’s crucial to implement a motivation mechanism for participating in surveys, such as offering a discount on the next payment or bonuses as part of a loyalty program.

Creating a review section on the official website

The company’s official website is a crucial platform for collecting reviews. A specific section should be created where customers can post their opinions and read reviews from other users.

To increase user activity, consider implementing a rating system and rewards for the most active participants. It is also important to moderate reviews to prevent the publication of spam and inappropriate content.

Using social networks

Social networks are a powerful communication channel with customers. Creating company groups or pages on popular social networks allows not only for posting news and promotions but also for interacting with customers.

It is important to regularly post calls to leave reviews, as well as to actively respond to comments and messages from users, creating a positive impression of the company’s care for its customers.

Organizing customer meetings and focus groups

Organizing meetings with customers and conducting focus groups allows for a deep understanding of user needs and expectations. Such events provide an opportunity for open dialogue between company representatives and customers, as well as for collecting suggestions for service improvement.

It is vital to analyze the information gathered and use it to implement specific improvements in company operations.

Implementing a comprehensive approach to collecting customer reviews allows a telecommunications company not only to enhance the quality of its services but also to strengthen trust and loyalty among users.

A variety of feedback channels and attention to customer opinions contribute to forming a positive company image and successful development in the telecommunications market.

Examples of telecommunications company reviews

Below are real reviews from real customers (company names not specified).

1

To cancel a service, it was necessary to visit the store. There was a huge queue, but I took a ticket, sat in a comfortable large chair, prepared for a long wait (as there was no other choice), and began observing the office employees…

I noticed one of them who seemed to work much faster. It was the senior manager FILIPPOV A.M. – a competent, kind, and very attentive specialist.

He resolved my issue quickly – took my statement, and despite the long wait in the queue, I left in a good mood.

2

I arrived at the opening, at 10:01 there was already a queue of 11 people, the electronic queue was not working. Most employees speak rudely to elderly people who don’t understand half of the said words.

I stood watching the oldest employee, who should be setting an example for the younger ones, but how can he speak so irritably to an elderly woman when she got confused with her tickets?

I was hoping my turn would not be with him. Unfortunately, it was. Senior Manager Pavel.

When I said I was disconnecting the internet because I switched to Beeline, his tone changed, he began to speak sarcastically.

3

Such a mess and huge queue I haven’t seen since the times of Sberbank, when I went with my mother to collect my grandmother’s pension.

Sat exactly 40 minutes! There’s no automation of processes like in normal companies.

The hotline does not answer. There are 6 work desks, but only 3 guys are working themselves out.

They can’t handle such a flow of clients.

4

Saturday. Three employees.

Seven workstations. Those willing to wait ’till the end’ – about 40 people.

More than that left. The number of seats is less than the number of those waiting.

There’s construction behind the wall. A drill is working.

Or maybe it’s not construction. A ringtone from the drill manufacturer.

So you won’t wait.

5

Visited because MTS sent a debt notification for an unknown citizen registered at the address of my apartment, which I own. To clarify, I visited the MTS office.

The office employee claimed there was nothing to worry about.

MTS registered a stranger in my apartment and suggested not to worry!? What are my next steps?

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