Updating Customers on Order Progress: Using Communication to Increase Customer Satisfaction
Successful companies recognize the importance of providing effective communication regarding service delivery to maintain customer satisfaction. In this study, 17 benchmarking companies were surveyed to identify effective practices for keeping customers informed of their in-person orders or deliveries. This slide presentation covers key findings in the following topics: communication tools, types and frequency of communication—during original contact, at delivery, and following the delivery. This document also provides executive insights detailing effective practices for each of the topic areas. Further, this document includes a matrix with specific survey questions and the responses of each participating company.
Customer Service > Customer Service Strategies and Culture > Delivering Service
Industries Profiled:
Telecommunications; Electronics; Utilities; Internet; Energy; Computer Software; Manufacturing
Companies Profiled:
AT&T; APA Optics; Florida Power & Light; eircom Business Systems; PSEG; FBM Software; Siemens; Genesis Communications; Sprint; McLeodUSA; Nicor Gas; Public Service Co. of New Mexico ; SaskTel; SingTel - Consumer Business; Telecom New Zealand Limited; UTStarcom; Voyant Technologies
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Customer Service > Customer Service Strategies and Culture > Delivering Service
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