12.02.2010

FICORA consumer survey: Rewards after long-term customer relationships viewed as an integral part of telecommunications services

According to a survey commissioned by FICORA, users of telecommunications services hope to see operators reward, and attend to the needs of, their existing and, specifically, long-term customers. This is viewed as an integral part of service quality. In addition to telephone customer service, consumers place great value on a sufficient number of service points.

Reliability, ease of use and the clarity and audibility of the other person’s voice are viewed as the most important factors in fixed-line service quality. Consumers essentially evaluate fixed-line service quality from a technical viewpoint and in comparison to mobile phone service quality.

The quality of mobile phone services consists of audibility and reliability, reasonable pricing and the availability of customer service. When evaluating mobile phone service quality, consumers experienced difficulties in differentiating service quality generated by the operator from the quality of the mobile phone. When services are purchased, the emphasis is on the clarity of the service pricing structure, whereas when the service is delivered, smooth delivery and adequate availability of information play a weightier role. During the customer relationship, the most important quality factors are functionality, reliability and taking the customers' needs into consideration.

In evaluating internet connection quality, fast responses by customer service, subscription functionality and the promised connection speed are of major significance. Other key quality factors involve keeping one’s promises upon service delivery, and a good price to quality ratio, especially at the time the service is being purchased. In terms of overall quality, the expertise of customer services is highly significant.

In November 2009, FICORA commissioned a survey on the quality of telecommunications services: the survey studied consumer expectations and priorities within different telecommunications services and at various phases of the customer relationship. This survey, which was implemented as four qualitative focus groups, was conducted by Otantatutkimus Oy.

The entire survey report [PDF, 314 KB] (in Finnish)

FICORA monitors the quality of communications services by, for example, overseeing the legitimacy of operator contract terms and customer service response times, and by conducting surveys and reports on consumer expectations and service experiences.

Further information:

Tiina Aaltonen, Development Manager, Tel. +358 9 6966 430, +358 40 777 4082