Telecommunications

For four years Meta Research has provided customer research services to the Customer Service and Quality Assurance Department for a major Telecommunications company. Using a variety of data collection methods and sampling designs we have conducted surveys to evaluate residential and commercial customer satisfaction with services and products. We designed samples to differentiate according to geographic guidelines of the Telecom service system. We have also performed evaluations of competitive company customers. Focus groups were conducted to fine tune the Telecom's understanding of specific products, such as digital television service. Using our strategic importance analysis tool, we have supplied valuable management information and performance evaluations.

Recently this same company expanded its telecommunications services into another region. We were asked to conduct baseline studies of customer satisfaction in that new market. As a result of the success of our customer satisfaction studies, the Telecom Marketing Department retained Meta Research to conduct brand awareness studies in both regions.

Our client's management team has used Meta's research to direct the improvement of both products and customer service. Our reports are being used by their Board of Directors to establish management goals and measure performance against those goals.