By: MarkJ - 25 November, 2009 (9:23 AM) - Score: 2393 - Fixed Line Broadband
Business ISP Easynet Connect and the Communications Management Association (CMA) have called upon all business ISPs to consider adopting a common benchmark for measuring customer service. The Net Promoter Score (NPS) is one example of a pre-existing benchmark for measuring customer service that could be adopted by business ISPs.Already in use by organizations such as Amazon, eBay, Dell and used internally within Easynet Connect, the NPS is based on just one question; ‘Would you recommend us?’. From this question, other measurements such as overall satisfaction, value for money, network reliability, sales and communications naturally flow.
Harry Eastman, Operations Director, Easynet Connect, said:
“Businesses already have access to fairly detailed technical data when choosing their ISP, but information on the levels of customer service can be patchy. While the technical data is still important in the buying process, only feedback from customers themselves can tell you what it is really like to rely on their services day in, day out.
Fundamentally, the real question is whether or not businesses have enough information to make informed choices about who to choose as their internet service provider (ISP). If they don’t, is a customer service benchmark just what they need? If so, shouldn’t we, as an industry, look into providing it?”
“Businesses already have access to fairly detailed technical data when choosing their ISP, but information on the levels of customer service can be patchy. While the technical data is still important in the buying process, only feedback from customers themselves can tell you what it is really like to rely on their services day in, day out.
Fundamentally, the real question is whether or not businesses have enough information to make informed choices about who to choose as their internet service provider (ISP). If they don’t, is a customer service benchmark just what they need? If so, shouldn’t we, as an industry, look into providing it?”
Trying to promote any kind of overall industry standard for measuring customer service quality is a wonderful idea, although Easynet has a well established and strong reputation. We suspect that, given the choice, a lot of other business providers might be less willing to open their service to a similar level of scrutiny; especially less reputable ones.
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