Customer Experience Featured Article

Oman Telecom to Implement 'Voice of the Customer' Surveys

September 04, 2014

A telecommunications service provider based in Oman was reported this week as the first in the Middle East to use a "voice of the customer" customer experience management technology that will help focus its business more on the people who support it and use its services every day.

A news brief published by local news source Muskat Daily, a newspaper published in the Sultinate of Oman, says telecommunications company Nawras has always focused on its customers and is leading the Middle East by adopting the ResponseTek (News - Alert) "Voice of the Customer" Listening Platform. The software will allow the company to track how its products impact customers and analyze customer trends to make changes and enhance the value of its products. Nawras (News - Alert) director Amaal al Lawati spoke about the impact the software will make on the company.

"The new software gives us the opportunity to measure customer satisfaction during every interaction and identify potential new options that will improve the customer experience, deliver more value, and provide a personalized service to all," Lawati said.

ResponseTek works to try to identify customers' experiences by allowing businesses to conduct surveys that allow them to listen to large numbers of responses. Instead of sampling only a small percentage of customer experiences and then extrapolating from those responses, the Listening Platform makes it possible for businesses to reach out to everyone and make sure that their voices are heard. ResponseTek says it wants businesses to ask three key questions: Did your customers have a good experience today? Which customers are happy and unhappy today? What improvements will impact customers' experiences the most?

Muskat says Nawras will begin its first "Voice of the Customer" program by sending out text message-based surveys to all the customers who contact its customer service center each day. Throughout the year, it will be able to address customer complaints, in-store purchases, outbound calls, payments, and network queries to get a complete picture of how the business is affecting its customer base and what it can do to make it to operate more effectively.

Edited by Alisen Downey

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