UNDERDOG TELCO PIVOTEL COMES OUT ON TOP WITH CUSTOMER SATISFACTION
Written on the 10 August 2017 by David Simmons
BAD phone service is as inevitable as death and taxes, but newcomer and relative underdog to the telco game, Pivotel, has broken records for their customer service and care, bucking the trend of their bigger competitors.
Pivotel has recorded the lowest customer complaints in reporting history, according to the latest Complaints in Context (CIC) report released jointly by Communications Alliance and the Telecommunications Industry Ombudsman (TIO).
In the latest quarter, April to June 2017, Pivotel saw just 0.3 reported complaints per 10,000 customers a record low since reporting started in December 2014.
For context, the leading telecommunications providers Telstra and Optus recorded 10 and 10.1 complaints respectively per 10,000 services in operation.
Vodafone recorded 4.5 per 10,000 services, and Amaysim 1 per 10,000 services.
The figures recorded do however consider complaints for all services provided by the telecommunications providers meaning groups like Telstra and Optus who provide not only mobile services, but internet and landline services too, had complaints for those services recorded as well.
"It's really encouraging to see our willingness to go the extra mile for our customers has positioned us as the best in the industry this quarter," says Pivotel executive director, Robert Sakker (pictured).
"We would love to see other Communications Alliance members and industry participants join in the Complaints in Context reporting, and encourage them to be as open as we and the other four telecommunications service providers are about our customer service levels."
Pivotel, a Gold Coast-based company, has launched a hybrid satellite and mobile phone plan called 'The Big Bundle' which is aimed at the so-called 'grey nomads'.
The plan is designed to bring historically more expensive satellite phone costs in line with contemporary mobile phone plans.
Just a few weeks ago, Pivotel was awarded the 2017 ACOMM Communications Alliance's Satellite Provider of the Year award in recognition of 'The Big Bundle'.
Business News Australia spoke to Peter Bolger, CEO of Pivotel Group, earlier this yea ahead of the launch of The Big Bundle.
Author: David Simmons