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ADC implements international Internet survey to proactively address customer issues
ADC a global, $2.4 billion global telecommunications company, was faced with the challenge of maintaining its historically high levels of customer service while restructuring its organization to meet the reality of a drastically contracting telecommunications industry.
ADC had been conducting paper-based customer surveys for a decade. To meet the needs of their high-tech customer base, ADC selected Gantz Wiley Research as its new customer survey provider to administer the survey in 13 languages over the Internet.
The results of this customer satisfaction project permeate all levels of ADC. A summary of the survey results was presented at ADC's quarterly executive leadership meeting. In addition, the Customer Service department acts as an advocate for customer satisfaction throughout ADC.
Specific summaries relevant to each department within ADC are developed
and presented to executives and managers throughout the company. ADC also takes advantage of its "Broadway" intranet site to promote the results of the survey and to recognize employees who have received positive comments from the survey. This site
promotes ADC's strong customer service culture and helps all employees understand the importance and impact of customer service.
In addition, ADC utilizes survey results to work directly with it sales organization. Gantz Wiley Research developed "At Risk" reports based on survey data and customer comments. The reports allow ADC Customer Service and Sales to proactively address customer issues and better understand the root causes of dissatisfied customers.
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Our clients
Gantz Wiley Research has worked with leading organizations across the globe. View our select client list.
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