In a bid to serve its customers better, Starcomms Plc has initiated a customer satisfaction survey, geared towards gathering information about the impact its services are making on them. The survey is targeted at customers who have been experiencing the Starcomms self care portal, a service pioneered by the company to do business with customers without any need for them to visit Starcomms outlets.
The self care portal is open for use by all customers of Starcomms via the internet. All they need to do is visit the Starcomms website www.starcomms.com and register. Following registration, they can begin to use the self-care option for any of the available features. The customer has the opportunity of resolving all queries pertaining to the company’s services through the portal without having to visit its service centres or speak to customer care agent. With it, customers are able to update their profile information, view their call history as well as check their credit balance. They can also file complaints about problems encountered using Starcomms services as well as register for all the value-added services. For example activating their caller ring back tone (CRBT) and renewing their data access.
Starcomms’ self care portal, the most all-inclusive in the Nigerian telecommunication industry, also provides the company’s data customers with an alternative payment platform for more convenient subscription renewals. It provides three easy options to renew and pay for internet connectivity such as recharging of cards via text messaging or online and through InterSwitch debit/ATM cards.
With the ongoing survey, Starcomms customers who have not used the self care portal are invited by the company to try it for any of the services and give their candid opinion on them in the survey by going to http://www.starcomms.com/selfcare and submit their entries. Customers who participate in the survey are at liberty to express their views on the ease or the difficulties they experience in connecting to the self care portal as well as the general goods and services provided by Starcomms.
“Having pioneered the self care portal as a means for our customers to interface with our network without recourse to Starcomms Shops nationwide, we are mindful of the need for continuous interaction with them so that we can determine how to bring innovation to bear on their needs. With the survey, we seek to discover areas that Starcomms customers would like us to improve and identify new innovations for the Nigerian market. As a responsive network, the total satisfaction of our customers is a priority with us. So, this survey will help us get there,” Tushar Maheshwari, Starcomms Chief Commercial Officer said.
The Starcomms survey is a further step towards excellence in customer relations which has become the hallmark of the company. For months now, Starcomms customers have been having the rare opportunity of relating directly with the company’s CEO to lodge complaints or to make one enquiry or the other about Starcomms products and services through an email address: ceo.customercare@starcomms.com.
The company took this step in recognition of challenges that telecommunication customers face in an attempt to resolve issues on the services they are receiving. This has been a tremendous success in the sense that it has helped Starcomms and its customers to relate better creating a platform for quick response to customer enquiries
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