A new research carried out on behalf of Affiniti, by independent research company Winmark, reveals that UK PLC is calling for a fresh approach from communication service providers to help large enterprises meet their business challenges.
Nearly half (42%) of all IT/Comms Directors surveyed claim they were not happy with their current communication solution providers and almost one in four (24%) blamed poor service for rising corporate costs. A quarter of all respondents said they were looking for a faster response, better customer management and improved efficiency.
Peter Halls, director, Affiniti, commented that ‘this research is a clear call to action to the communications sector to take a long, hard look at its customer service. It is a stark warning when a quarter of all respondents blame their communication suppliers for rising corporate costs. In reality, a communication and IT service supplier should be improving their customers’ competitive advantage.’ ‘We will fail British business if customer relationship management does not come first in our industry. We have to understand our customers, work closely with them and respond to their needs quickly .’
Peter Halls added: ‘The experience customers receive is fundamental to the success of our business. If we are delivering true value at every stage then we will establish rewarding, long term relationships with them. To ensure this focus is maintained across the business Affiniti has established a designated Customer Experience Director and Customer Satisfaction team who will also manage the continuous improvement programme (CIP). ‘
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Franco Scigliano, TNT’s Telecommunications Manager, pointed that ‘Affiniti has developed a genuine understanding of our requirements, and adds value through its flexible, customer-focused approach. We can trust Affiniti to just get on with the job, and always feel that the support engineers are willing to go the extra mile for us“.
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