tag:blogger.com,1999:blog-13037370.post5187080761805831654..comments2020-05-09T07:41:53.806-06:00Comments on Steamboat Dreaming: World's worst telcoSteamboat Lionhttp://www.blogger.com/profile/12645780586629716757noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-13037370.post-7362173714931914342012-06-03T20:41:09.565-06:002012-06-03T20:41:09.565-06:00An extra data point. I've just noticed that Qa...An extra data point. I've just noticed that Qantas have switched the provider of free wifi service in their lounges from Telstra to Optus. The reliability and speed is many times better.Steamboat Lionhttps://www.blogger.com/profile/12645780586629716757noreply@blogger.comtag:blogger.com,1999:blog-13037370.post-179100229766811922012-06-03T18:29:33.430-06:002012-06-03T18:29:33.430-06:00Unfortunately, you're right... Telstra measure...Unfortunately, you're right... Telstra measure all kinds of metrics and KPIs, but they don't measure customer satisfaction. <br /><br />A friend of mine had problems setting up a new office, called to complain, and got a follow up call the next day to see if he was satisfied with his initial call. Of course he wasn't, the quality of service didn't improve just because someone called him back. Problems don't disappear just because someone's nice about them. But, somewhere, someone measured that unhappy customers were follow up within 24 hrs, so a box got ticked saying they're doing a good job, and everyone patted themselves on the back. Everyone except the customer.<br /><br />Doh!Anonymousnoreply@blogger.com