Fizzing Feedback

By: John Gray

The mobile phone industry currently has a bad reputation, with customer services coming out in the worst light in industry surveys and the recent Dispatches programme 'The Great Mobile Phone Rip Off'.?

Fizzback is a feedback service which asks customers for feedback via text message once they have bought a new mobile phone or service.? The system can deal with thousands of text messages per day, and responds immediately to customers thanking them for their feedback.? The text messages are then forwarded to the staff in question and to a database where management can decide if the feedback requires further action.? If the feedback does require further action Fizzback can update the customer with follow up text messages.

The Fizzback service has already been trialled in Phones4U stores, and will be rolled out to their 450 stores nationwide.? Phones4U have stated that they see Fizzback as "an essential component of our customer management strategy".

Fizzback is now in talks with all but one of the mobile operators in the UK.? So it does look like the major players in the mobile phone industry want to and are ?actively looking into improving their customer service, which can only be a good thing for both the industry and customers.

A recent survey conducted by Fizzback, involving 5,000 mobile phone customers across all networks, found that 44% of those likely to leave their current network would be less likely to do so if their provider would make it easier to give feedback.?

The next step in this would be to extend the feedback process throughout the life of the mobile phone contract - as often we are very happy with our new toy or gadget as soon as we have taken it home - unfortunately a lot of the problems surface many months after the sales process has finished!

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