In this video Jeffrey Peel of Quadriga Consulting refers to two CSP and Consumer surveys conducted by Quadriga on behalf of Brite:Bill.
The CSP survey was based on feedback from communications service providers operating in 12 countries. Jeff was presenting at Brite:Bill’s Billing Presentation workshop in London in May, 2014. Many of the CSPs who took part in the survey were in the audience on the day.
Jeff shows, by referring to some of the research data, how bad billing experience results in customers hitting the contact center – something they, typically, don’t want to do.
Poor billing experiences result in contact center burden for CSPs and a greater likelihood of subscriber churn.
Request a copy of our free white paper: Billing and Customer Relationships. This provides much more detail about the two surveys and the results.