Telecommunications
The telecommunications market is full of rapidly changing product cycles, technological innovation and intensive competition. Customer loyalty and fast market responses are important factors for network provider success. Quality of consultation and sales orientation in de-centralised retail outlets encourage efficiency and secure a share of the market.
Qualiance assists clients in measuring and developing quality in sales and service.
Project examples
- Shopping tests to measure the quality of consultation across Germany and Europe. Reporting findings on a branch level, assisting in implementing development strategies
- Measuring customer satisfaction with an expectation and satisfaction survey
- Customer satisfaction survey in the context of specific processes, for example, equipment support services
- Measuring the quality of customer care in telephone contact for sales as well as service
- Process tests with tests including complaints and return procedures
- etc.
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