iiNet wants providers to focus on customers

Broadband and communications giant iiNet has recently highlighted the importance of customer focus and service amongst communications providers in Australia.

The second largest DSL broadband provider in Australia, iiNet, has warned against Australia’s communications firms becoming too complacent when it comes to customer service levels, particularly given that complaints to the Telecommunications Industry Ombudsman are continuing at record levels.

According to iiNet’s Chief Customer Officer, Maryna Fewster, Mobile Service Providers need to provide the same level of performance and customer service excellence as leading service providers in Australia with a strong focus on customers satisfaction levels. Despite the high levels of communications complaints, iiNet complaints have continued to fall, which the company puts down to its strong focus on customer satisfaction and service.

Fewster stated: “iiNet has grown to become Australia’s second largest DSL broadband provider because of its unique service culture and we believe this will become increasingly important as we move into mobile and television. As more and more services are offered by Internet Service Providers, it’s widely predicted that the industry would see an increase in complaints but it doesn’t have to be that way.”

She added: “iiNet has made it a priority to listen and actively engage with our customers to reduce complaints. We invite other service providers, especially mobile carriers, to follow our lead and build commitment to customer service into every aspect of their business.”