In times of cut-throat competition, changing behavior and needs of consumers, Q&Q can help uncover the customer’s dynamic mindset!

Telecom

Telecom is one of the most dynamic service industries today. India has the second-largest telecom network with around ten telecom service providers competing with each other. With changing customer needs, the introduction of new services and fierce competition, it has become imperative that a Telecom Service Provider understands the market and its customers completely and maintain its quality standards. Consumer research is critical within this sector as it helps to understand service levels, evaluate marketing ideas, study product launches, and most of all, customer satisfaction, which is vital in this industry. Telecom is a competitive space, hence keeping ahead of the competition and evaluating customer needs is imperative.

We at Q&Q, help these service providers in monitoring their quality standards, review competition – how they are faring, suggestions on best practices followed across the service industry, checking customer’s pulse and understanding customer’s needs before the needs turn into disappointments leading to dissatisfaction.

This helps the service provider not only understand the consumer better but also helps in making their processes more efficient and customer friendly.

Our Expertise includes –

  • Quality monitoring at customer touchpoints including retail outlets, call centers, MBPs, Kiosks
  • VOC (Voice of Customer) Surveys
  • Customer Satisfaction
  • Customer Delight Measurement
  • Process Benchmarking
  • Brand Visibility and Market campaign tracking
  • Quality monitoring at customer touchpoints including retail outlets, call centers, MBPs, Kiosks
  • VOC (Voice of Customer) Surveys
  • Customer Satisfaction
  • Customer Delight Measurement
  • Process Benchmarking
  • Brand Visibility and Market campaign tracking

Contact us to find out how we can help your business!

Case Studies

Capture Voice of Customer (VOC)

Capture Voice of Customer (VOC)

The Scope – The client wanted to develop a comprehensive model of capturing the voice of customers continuously. Detailed objectives of the research included. Listen to the customer and CAPTURE his / her PAIN. Understanding need gaps and suggestions to improve. Get process Insights. Highlight best Practices of Competition vis a vis Client
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To measure CSAT through the life cycle of a telecom customer

To measure CSAT through the life cycle of a telecom customer

The Scope – The client commissioned this study to capture meaningful insights on customer journey during the entire life cycle from acquisition to churn. The study aimed at the following – To gauge efforts at various customer touchpoints. To monitor current customer service levels and benchmark with competition
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