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Originally Posted by MartinOB
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Originally Posted by nffc
Most of whom will only have dealed with one so have nothing to compare with?
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What's to compare with? They're expressing their level of satisfaction with the categories specified. |
Yes, but if your most competent company you've dealt with is ntl, it's going to have an opposite bearing on your response compared with if they're the worst.
I rarely call faults but here it seems OK, I also seem to be apt at using own knowledge to resolve issues at our end - most people calling ISPs are reporting problems admittedly but most of these are software/PC related or due to the fact they aren't sure what they're doing. So the obvious can't ever be overlooked... some places use scripts to ensure this, others (like where i work) just give the staff things to check and information to use as they wish mainly using own knowledge to diagnose and fix... it's then down to your call control and diagnostic/questioning skills to judge the level of the customer's competency, pitch appropriately and then try and resolve.
Personally I don't like the indian CC but Swansea are OK, it's a matter of appreciating the world on the other side of the phone line and knowing things have to be done for a reason.
Yes NTL have ****ups but then that's typical of most companies, we've been with Diamond Cable / NTL since i was about 10 years old (22 now) and rarely have problems, the way the media in general works is that you only hear about the odd dissatisfied user/customer who causes a fuss than the several happy customers who don't because they don't need to. The fact a consumer magazine has commissioned the survey based on their userbase indicates imho an already skewed user base (such as conducting a survey based on Watchdog viewers perception of something that has been on the programme recently) in the slant of being the dis-satisfied customer. I'd hazard that cold-calling a suitably stratified sample would introduce less bias and alter the results...
You can use surveys/stats to prove any point you like probably even diametrically opposed points from the same data - I'd be instantly cautious about making such inferences from what are already that...