- The Residential Customers segment conducts representative surveys to determine customer satisfaction and the extent to which customers are willing to recommend Swisscom to others. Callers to the Swisscom hotline and visitors to the Swisscom Shops are questioned regularly about waiting times and staff friendliness. Product studies also regularly survey buyers and users to determine product satisfaction, service and quality.
- The Small and Medium-Sized Enterprises segment conducts random interviews to gauge customers’ satisfaction with Swisscom as well as dealers’ satisfaction with Swisscom products and support.
- The Enterprise Customers segment conducts surveys among customers to measure satisfaction along the customer experience chain. Feedback instruments are also used at key customer contact points in order to determine customer satisfaction. After each interaction with the service desk or after placing orders, IT users can submit feedback to the service desk or enter their comments in the order system; customers can assess the quality and success of their projects on completion.
- The Wholesale segment measures customer satisfaction along the entire customer experience chain.
The results of these studies and surveys help Swisscom to improve its services and products and they influence the variable performance-related component of employees’ pay.