Telecommunications

Because of unprecedented competition coupled with the the FCC’s mandate requiring “number portability,” telecommunications companies must develop innovative strategies for growing their customer base in today’s marketplace.

Expansion of available services, growing popularity of high speed data communications, lower rates for long distance calls, explosive growth of worldwide toll-free services, network upgrades, and increased offerings of advanced services – all have combined to create a marketplace that is among the most competitive in the world.

Prior to 1996, changing one’s service provider often meant changing one’s telephone number. Subscribers may now change providers as often as they want, and for the most part, be assured that their telephone number will remain unchanged. This makes customer retention all the more difficult.

Lower costs, incentives, and strategic advertising all help telcom providers to reduce ‘churn’ and remain competitive. Industry analysts have found, however, that the single most influential factor in customer retention is excellence in customer service.

SRA Research Group will determine what drives customer satisfaction. We’ll tell you how consumers rate one company over another, and provide the criteria they use for selecting a service provider. We’ll deliver practical, strategic information about your customers, along with the tools for keeping them satisfied.