Avenir and HSC launch customer service initiatives


Airtime distributors set up new CSI initiatives for their deals to help improve and maintain service levels

Avenir Telecom and HSC have launched new initiatives designed to improve and maintain high customer service levels from their dealers.

Avenir last week launched its Customer Satisfaction Index (CSI) portal, which allows its customers to regularly measure their own service performance.

Avenir has built a new website called BusinessCSI.co.uk. Dealers can log into the site using a secure password and username to create a bespoke questionnaire. The results and feedback from the survey will help dealers recognise areas that need improving.

Customers completing the survey will receive a free Energizer 3-in-1 Super Universal mobile charger worth £24.99.

Avenir managing director Andy Tow said: “Customer satisfaction has become increasingly important to the whole of the mobile industry and it’s our job to ensure that our dealers create ‘fans’ not only of their own businesses, but on behalf of the networks we represent. This is one of Avenir Telecom’s top priorities for 2012.”

Meanwhile, HSC is offering a free Apple iPad 2 tablet when its selected O2 Approved dealers score maximum points in its own CSI incentive.

The company’s ‘Perfect 10’ incentive, created by O2, launched this month and runs until the end of March. It is designed to help dealers to increase their awareness of customer base management.

Fifteen HSC dealers were asked to send HSC detailed contact information on their customer bases in December to qualify for the incentive.

HSC will now send selected customers a survey questionnaire on their dealers’ performance, rewarding those who score maximum points with an iPad 2.

HSC says O2 Approved partners are required to contact their customers a minimum of once every three months regarding the service they receive.

HSC sales manager Carlos Pestana said: ‘‘Keeping customers happy has long been recognised as being at the heart of any successful business.

“Happy customers buy more, stay longer and recommend your business, leading to even more happy customers and a bigger, more valuable business.

“With this in mind, we wanted to reward our dealers who have scored well in this survey while encouraging regular contact.

“The promotion is aimed at rewarding all of HSC’s O2 Approved Stockists who achieve a Perfect 10 score.”