17 July 2006

Telecoms firms are improving both their site's usability the use of other electronic mediums, according to Terry Golesworthy, the president of the Consumer Respect Group.

Mr Golesworthy's comments follow research from the group that states usability can have a pronounced effect on retaining customers.

The industry's 'churn factor', which is the percentage of people who are ready to use another provider, was found to be greatly affected by the company's website, particularly among those aged between 18 and 34.

"Telecommunications companies have paid attention to site usability. It is also refreshing to see online communications and email taken seriously as vital to customer acquisition and retention."

Mr Golesworthy adds that another consumer concern is security.

"Customers have many new telecom choices and have shown that information protection is important to them, so industry members should heed their privacy concerns," he argues.

Based in Cork, Ireland, the Consumer Respect Group helps commercial organisations monitor customer satisfaction.

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