9 November 2006
Telecommunications adviser Analysys has warned landline companies to simplify their bills or risk losing customers in its most recent report, Next-Generation Bill: commercial and technical strategies.
The report found that consumers were becoming disenchanted with their landline providers due to confusing billing strategies and the feeling that their needs were being ignored in favour of broadband service price wars.
Analysys associate Teresa Cottam suggested that companies should concentrate on their current customers instead of chasing new ones if they wanted a successful business.
Bills proved to be a point of contention with consumers, as Ms Cottam explains: "What we are hearing repeatedly is that residential and business customers are increasingly frustrated by bills that make no sense.
"There is a clear gap between what service providers think their customers want from billing and what customers actually want," Ms Cottam stressed. "It is vital that service providers shake off outdated assumptions about customers and gain a much clearer understanding of customers' needs.
"If they fail to do so, the myriad of competitors waiting in the wings will show them how," she added.
It was her opinion that if companies made bills and statements easier to read, customers would be more likely to stay loyal.
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