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BellSouth Merrily On High | December 16 2003 |
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BellSouth is ranked number one local 'phone company in the US in 11 of the 12 customer satisfaction categories measured in a survey by the Yankee Group. The Technologically Advanced Family(r) (TAF(r)) survey has been conducted since 1985 by the Boston-based comms & networking specialists. TAF measures product demand, consumer perception, and overall technology trends across more than 100 technology and communications products and services. In the 2003 survey, customers of local phone companies rated their providers based on 12 metrics, including access to customer service and value of service provided. BellSouth excelled in service reliability, professional personnel, quick access to customer service, and timely problem solving. 'Customers today enjoy more choice in local calling than ever before', says Kate Griffin, Yankee Group Consumer Technologies & Services senior analyst. 'Maintaining a high level of customer satisfaction is crucial for the RBOCs. New entrants to the local voice market are gaining market share and challenging RBOCs on all levels, including customer satisfaction. As wireless, cable and interexchange carriers vie for the same local customers, incumbent service providers must maintain high customer satisfaction metrics to protect their core base'. Further detail is available in an upcoming Yankee Group publication for clients of the Yankee Group's Consumer Technologies & Services advisory service. The report will examine customer satisfaction performance across the local, long-distance, wireless and cable categories and review trends and results from selected companies. The Group's web site is at www.yankeegroup.com Simple printable version of this article. Email this article to a friend.
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