Entel S.A, And Your Customer Experience Measurement

Entel s.A, and your customer experience measurement

Entel s.A through the customer experience area each month applies a satisfaction survey to its customers, in which it obtains the evaluation of the different processes at the time of installation of each service.

This survey is applied through an external company which structures the results and delivers a semiannual report with the observations and conclusions obtained from this study which aims to measure the entel s indicator of Entel S.A. From the point of view of customers. This study is carried out through semi -stratured telephone surveys.

The target population of the study, is considered, the new customers of the company, which acquired some of the services framed in the company segment such as Broadband, Fixed Telephony, NNG and Internet.

This sample is carried out with a total of 200 client surveys in the companies and the results are weighted by product income and customer value classification.

The processes to be evaluated within these surveys are, contracting, price, installation, operation, billing and customer service.

This methodology used considers evaluations with a note of 1 to 7 for each item consulted to customers, with all the evaluations to be considered, the percentages of satisfaction, installation and net satisfaction are calculated for each item or questions.

Satisfaction is the percentage of respondents that qualify between note 6 and 7 the service experience.

Dissatisfaction is the percentage of respondents who qualify with note 4 or less. The notes with results 5 are extracted from the calculation when considered neutral or indifferent.

The representation of the results of the satisfaction survey, are observed and analyzed in a general way, by processes and products, with this different conclusions and recommendations are generated.

• The general satisfaction of customers is maintained or worse.
• The best evaluated and worse process is identified in the rise or fall (depending on the results obtained) of the previous measurement.
• The impact on each of the processes evaluated to work in different improvements is identified.

Giving account of the methodology used, it is clearly perceived and as stated in this thesis, a satisfaction management model is needed that implies more than making a measurement allows them to relate them to the key processes and indicators of the company, thus determining based on eachresult which and in mind we must improve certain internal processes to improve customer satisfaction and the results expected by the company.