Abstract:

This paper covers the factors which drive satisfaction or dissatisfaction with service events (such as fault repairs or complaints) where the customer has had contact with BT. It considers how the company can increase satisfaction through improved call handling, increased speed of conducting work and improved communication with the customer. The paper also examines an approach for placing service event- handling in context with other factors influencing customer perceptions and loyalty, such as corporate image, to help assess the extent to which additional resources should be devoted to improving BT's handling of events.