Customer Touchpoints: Current benchmark data for the telecommunications industry

Benchmark study for the telecommunications industry: Real customer understanding and enthusiasm as crucial success factors

Telecommunications companies often appear on the market as providers of mobile communications, landlines, Internet and cable and essentially enable the ubiquitous networking of customers. The products and services offered by companies are now transparent and easy to compare for customers. Customers also have high expectations of the contractual provision of services, such as network availability or data transmission speed. Changing the contract usually only requires a few mouse clicks - the amendment to the Telecommunications Act of December 01, 2021 has once again strengthened customer rights and redefined notice periods and rights. This benchmark study shows companies in the telecommunications industry which touchpoints are the most important and successful. 1.005 consumers who currently use at least one telecommunications service were surveyed.

From the content of the benchmark study:

• Real customer understanding and enthusiasm are crucial success factors
• learning
• Description of the study design
• Overview of all touchpoints divided into categories
• Current insurance policies
• Last selected provider
• Reasons for choosing insurers
• Recommendation (NPS) and satisfaction (CSAT)
• Top 10 touchpoints (overall) that are “perceived”.
• Top 10 activating touchpoints
• Top 10 touchpoints (overall) that are most used for information
• Method of taking out insurance
• Method of preferred contact
• Top 10 touchpoints according to their impact index

Recommend the telecommunications benchmark study