OREANDA-NEWS. November 21, 2011. VOLIA, a leading provider of cable TV and high speed Internet, officially announced September results of the measurement of customer satisfaction. In October 2011 the average index for the customer satisfaction was on the level of 8.03. As of today, this is the best result in the last three months, and for the first time it surpassed the year-end rate that was set on the level of 8 points.

Eric Franke, CEO of VOLIA comments: "VOLIA is definitely changing. We have declared that customer satisfaction is the number one priority of the company. I am happy, that we show good progress, but on the other hand we know that we still have many areas that need improvement. This year our target is 8, but next year we will raise the level to 8,5. Our strategy „2+1“ is aimed to improve our Service, Products, as well as the way we work. For this we have embarked on a major transformation program, with many projects as well as a significant investment plan. This is not a short term program, still we see customers already appreciating the changes".

As a part of a complex program of changes, VOLIA initiated the Customer Satisfaction Barometer (CSAT) in order to receive daily information if customers are happy with the quality of the customer service, and identify areas requiring further improvement. The company is implementing significant changes on a monthly basis in the business processes of interaction with subscribers, in order to make them simpler and more convenient for clients.

The data is collected in respect to four customer contact points: call-centre, connection service, after-sale support service and contact-centres every time after customer contacts the company. The questionnaire consists of five questions: one of them is general impression of provided from 1 to 10, where 10 is being excellent. Other question help to evaluate service on such parameters as: punctuality, right first time, quality, politeness and competence of VOLIA personnel.

According to the October CSAT-results the average index for the customer satisfaction was on the level of 8,03. The call-center support scored 7.68, customer service in contact-centers scored 8.48 points, connection was at the level of 8.65 points, and the technical service received 8.35 points.