Telesom Customer service Index

TELESOM
Outline

Motivation
Project Components
Designing Instruments
Data Collection
Data screening
Descriptive Statistics
Methodology
Telesom Model
Conclusion
Motivation
Since Telesom is a telecommunications service
provider, it is necessary to:
Measure the quality of its services
Improve these services, and
Develop benchmark indicator.
Project Components

• The Project has two components

– Employee Statistical Training
– Developing a Customer Satisfaction
Index
Developing a Customer Satisfaction Index

• Background
– Customer Satisfaction research goes back
to 1970’s
– Research proposed the need to develop
measuring instruments
– In 1989, Sweden build the Swedish
Customer Satisfaction Barometer (SCSB)
– In 1994, American Customer Satisfaction
Index (ACSI)
– European Customer Satisfaction index
(ECSI) and
– European Satisfaction Performance Index
(EPSI) followed.
Developing a Customer Satisfaction Index

• Identification for the Quality Indicators

– Services
– Information
– Employee Personality
Developing a Customer Satisfaction Index

• Designing Instruments
– Convenience of Services
– Service usefulness in terms of effectiveness
and helpfulness
– How difficult to get information
– Was the information clear and understandable
– How courteous were the personal
– How professional and knowledgeable the
personal
Data Collection
• Interviewers (4)
• Original Sample size (318)
• Number of Locations (Were chosen
Randomly)
• Locations (89)
Interviewers
• Khadar
• C/Naasir
• Maxamed
• Cabdiraxmaan
Data Screening

• based on Interviewer
• Corrupted samples (14)
• Final sample size (304)
Interviewer Mistakees
C.Nasir C.Rahman Mohamed Khadar

38 33 17 3
Descriptive Statistics

• Based on indicators
• Based Demography
AGE
EDUCATION LEVEL
GENDER
JOB
PRIMARY SERVICE
SERVICES RECEIVED
Telesom Model
• The CSI uses a multiequation
econometric model which identifies
– Major Customer Segments
– Their Causes and Effects, and
– Measures the Satisfaction.
Comparison Between Telesom and 67 US companies
Comparison Between Telesom and US Wireless
Telephone Service

US Wireless Telephone Service

TELESOM

Sprint Nextel

AT&T Mobility

Wireless Telephone Service

T-Mobile

All Others

Verizon Wireless

0 20 40 60 80 100
Comparison Between Telesom and European Mobile
providers

Europe Mobile Telecommunications Private market 2009

Satisfaction

Telesom

Sweden

Kazakhstan

Georgia

Azerbaijan

Czech Republic

Norway

Finland

Denmark

Lituania

Latvia

Estonia

0 10 20 30 40 50 60 70 80 90 100