bet365 Casino Live Dealer Games Thinking Needed to Turn Around Telco Consumer Confidence Crisis
The dramatic spike in consumer complaints to the Telecommunications bet365 Casino Live Dealer Games Ombudsman demanded Innovative and imaginative regulation to head off a crisis in confidence as the pace of NBN migration grew, bet365 live casino games Executive Luke Clifton said today.
“Any initiative to turn around the customer experience across the industry needs to stimulate bet365 Casino Live Dealer Games thinking in the industry, starting with a willingness to admit we have a problem,” Mr Clifton said.
“Change has to be owned by the industry, not imposed as a bet365 Casino Live Dealer Games obligation,” he said.
“Past approaches that set minimum standards for specific services – such as connection times – have not created a culture of caring about consumers, but rather been too often honoured in the breach .
“The bet365 Casino Live Dealer Games – and customers – have become accustomed to chronically high levels of complaints and unhappiness,” he said.
“We have been worried for many months now that this was setting the scene for a tsunami of angry customers as the NBN migration created increased service disruption – even before today’s disastrous figures, complaints in our bet365 Casino Live Dealer Games were three to four times higher than against the banks!”
“Today’s numbers showing them up by almost 34 percent demands action.”
One approach might be to require companies with high numbers of complaints to publish “rectification plans” describing what they would do to improve their own businesses, Mr Clifton said.
“The advantage – or the carrot – of this idea is that it does not tell companies how to run their own business, but the stick could be that companies have to publish and commit to the plans.
Macquarie, for its part, has implemented a three-part policy for improving bet365 Casino Live Dealer Games service over the past four years through:
- Investing in bringing onshore its bet365 Casino Live Dealer Games contact and care and network operations;
- Measuring and internally reporting bet365 Casino Live Dealer Games satisfaction in real time, and;
- Publishing a live, 30 day rolling measure of bet365 Casino Live Dealer Games satisfaction on our public website so customers themselves can police our performance.
“This program has worked wonders in transforming our culture, but other telcos might come up with their own programs, that work for them.
“The important thing, though, is that the bet365 Casino Live Dealer Games as a whole embraces the fact that there is a problem that only it can fix.
“The challenge is finding a regulatory response that stimulates this acknowledgement by the bet365 Casino Live Dealer Games and starts the ball rolling toward genuine cultural change, without being too heavy handed.”
Ends
Contact
0438121114 or 0402259140