INFORMATION WEBSITE FOR UK TELECOM COMPANIES

Information Centre Website for Telecom Companies in UK

Table of Contents

Introduction3

Initiatives to improve customer satisfaction3

Customer satisfaction4

Principal activities6

20 minute training8

A bottom-line improvement9

Customer-Service Assessment Checklist10

Satisfaction measures14

Customer satisfaction results15

Background and History18

Literature review and hypotheses development20

Technology acceptance factors20

Website service quality22

Specific holdup cost23

Customer satisfaction and loyalty25

Methodology26

Questionnaire27

Web Site Questionnaire27

Branding27

Look and Feel27

Home Page27

Second Level Pages27

Industry Trends and Other Sites27

Sampling design28

Reliability and validity30

SEM analysis31

Implications and suggestions33

Technology acceptance factors33

Website service quality35

Specific holdup cost38

Limitation and future research direction42

References43

Power Point Presentation48

Information Centre website for Telecom Companies in UK

Introduction

We are a founder member of the UK telecommunications industry's initiative on publishing. PI is a voluntary, cross industry initiative, involving consumer representatives, Oftel and telecommunication companies. It has been running now for seven years, with information published by participating operators on their performance in key activities - provision, repair, network faults, complaints and billing accuracy. The data is collected by the telecommunication companies using agreed procedures. It is checked initially by independent auditors and then by an independent body, the British Approvals Board for Telecommunications, to ensure a sufficient level of comparability in the application of the audit process.

The information published highlights both the operators' internally measured performance and customer satisfaction with the specific service or activity. BT's customer satisfaction in the area of service provision achieved over 90% - the strongest performance of all participating operators. Our business customers are amongst the most satisfied with our performance in providing service, complaint handling and billing. (btplc.com)

Initiatives to improve customer satisfaction

Listening to our customers has helped us understand what they want from us. And what they want from us is clear: (btplc.com)

We must be easy to contact

We must keep them informed (we shouldn't need to be chased)

We must take ownership of their issues and champion their cause

We must live up to the commitments we make to them. (btplc.com)

These principles guide our initiatives to improve customer satisfaction. They demonstrate that satisfaction depends not only on price but on level of service. We don't always get it right, but we're determined to reduce to a minimum the number of times we get it wrong. The financial year 2003 saw the introduction of a number of new initiatives for customers: (btplc.com)

ensuring a high level of service, whatever the size of the fault

keeping in touch with customers during repair work via SMS texting

offering call diversion to a mobile - the customer's own or one lent by BT in the event of a fault.

These initiatives have all contributed to a reduction in customer dissatisfaction. (btplc.com

Customer satisfaction

Over the past six months, independent market research companies have been talking to our customers throughout the UK about BT and the products and services. we provide. As part of this programme, over 110,000 Consumer and Business customers were interviewed between October 2002 and March 2003. Our research has shown that Customer satisfaction levels remain buoyant, with over 8 out of 10 of our Consumer customers expressing overall satisfaction with BT, and more than 6 out of 10 Business customers expressing overall ...