Rectification measures for telecommunication service complaints

By the end of xx, the total number of telephone users in China had reached xx billion, and there were xx billion Internet broadband access users. In addition to providing basic call services, the telecommunications industry is also playing an increasingly important role in broadband access, mobile data services and information services. With the expansion of the scope of service customers and the increase of service content of telecom enterprises, telecom services have attracted more and more attention from the public.

In recent years, telecommunications services have made some progress, customer satisfaction has increased year by year, and the overall number of complaints has shown a downward trend. In xx years, the telecommunication user complaint acceptance agency of the Ministry of Industry and Information Technology accepted xx million complaints about telecommunication services, a decrease of xx compared with xx years; The complaint rate of millions of users in xx year was xx person-times, which was xx person-times lower than that in xx year. However, while making progress, we should also see that there are still some problems in telecom services, which affect customers' perception of telecom services and further improve their satisfaction.

1. Problems in telecom services

1. Network and service quality problems

Network and service quality are the key factors for users to choose telecom services. If users can't connect when they need to talk and can't use services when they need to use them, it will affect users' fundamental perception.

in recent years, with the development of broadband and 3G services, more and more users use data services. The problem of broadband service bandwidth and the speed of mobile internet access have become the focus of users' attention. According to reports, during the Spring Festival, complaints about Internet services increased in some areas, with more complaints about unstable networks, substandard bandwidth and difficulties in fulfilling commitments.

the application of mobile internet is becoming more and more abundant, including the own services of operators such as mobile music and mobile TV, and many services provided in cooperation with third parties. Because of the long industrial chain and more complicated control of service quality, these businesses are more likely to have problems in all aspects and cause user dissatisfaction.

2. Business process problems

In the early days of p>3G service opening, users encountered sky-high traffic charges when using data services abroad, which was caused by the operators' failure to incorporate the opening of data services and traffic usage reminders into their business processes. In addition, telecom enterprises unilaterally shut down their services and change their service contents without the confirmation or consent of users. In addition, there are also cases where value-added services are ordered without customer confirmation, additional functions are opened, and the wireless network card duration package is changed to traffic package without user confirmation, which causes user dissatisfaction.

3. Business marketing problems

In business marketing, operators also have inconsistent publicity information in different business channels, concealing key information and forced bundling.

for example, the products promoted by customer service telephone have stopped selling in the entity business hall, which makes users feel cheated; Propagandizing the preferential activities of recharging and sending telephone charges, but not stating that the activities are limited to participation, first come, first served, resulting in a large number of customers not receiving telephone charges after recharging in the later period, which led to batch complaints; Broadband installation forcibly binds the mobile phone number of the designated operator, causing user dissatisfaction.

information security and customer privacy issues In recent years, the problem of users' personal information security has become increasingly prominent, which has aroused great concern. Telecom operators have a lot of information such as customer's ID card, address, calling party, location, etc. Once this information is leaked, users will face various troubles such as spam messages, harassing calls, telephone fraud, etc., which will have a great impact on work and life. In addition, some business designs themselves may pose a threat to users' privacy, such as? Should I have known when I turned it on? This startup reminder service calls other people's mobile phones. If the called party is turned off, when it is turned on, the system will notify the calling party by SMS. The called party is informed of the power-on information without knowing it. Is that so? Be served? Let many users be dissatisfied.

2. Rectification measures

1. Improve the network and service quality centering on user perception

Should telecom operators respond? Broadband China? The call of the strategy is to improve the broadband speed and mobile internet access speed, and at the same time, the software, application and client of broadband speed measurement and mobile phone speed measurement are introduced to strengthen customers' perception of speed increase. At the same time, we should take user perception as the center, establish an integrated and refined network quality control management system, and continuously improve network quality.

for all the self-owned services of telecom operators, especially mobile internet services, quality control should be carried out in all aspects to ensure the good perception of users. For cooperative third-party applications, we should also do a good job in controlling key links to avoid problems such as fraudulent users, bad information and security risks, and at the same time carry out basic quality control to further enrich the applications.

2. Carefully sort out the business process and implement the consumption reminder

Recently, the Ministry of Industry and Information Technology issued the Notice on Further Strengthening the Consumer Reminder of Telecom Service Users, which stipulated in detail the notification and reminder obligations that telecom operators should fulfill before, during, after the entry into force of the telecom service and before the expiration of the agreement. The notice will be fully implemented on July 1, and telecom operators should fulfill the obligation of informing and reminding in all aspects of business processes according to the notice requirements. At the same time, self-examination and self-correction should be carried out according to the requirements of the notice, and other links in the business process that need to be improved should be sorted out to further enhance customer satisfaction.

3. Do a good job in pre-assessment to reduce the necessity of stopping and changing services

Some businesses have defects in the design process and are put into the market without comprehensive cost-benefit analysis. After market inspection, it is found that the settlement cost of the business is too high, or it takes up a lot of resources, and the income can not make up for the cost. After discovering these problems, some operators hastily removed their services or changed their service contents without the consent of users, which caused customers' dissatisfaction. Therefore, it is very necessary to carry out meticulous management and comprehensive cost-benefit analysis before the launch of business and package to avoid the recurrence of this phenomenon.

4. Truthfully publicize in the marketing process to avoid compulsory consumption

Telecom operators should be truthful, accurate, clear and easy to understand in business promotion, and should not exaggerate preferential items, blur business content, conceal or downplay restrictions, and make false propaganda. For the preferential treatment with additional conditions, it should be clearly marked; For the nominal broadband bandwidth, mobile internet access rate, etc., the applicable conditions should also be explained to avoid unnecessary misunderstanding.

telecom operators should carry out business integration and bundling on the premise of users' willingness, and should not force bundling sales. In the process of campus marketing, we should also abide by the requirements of the Opinions on Regulating the Market Operation Behavior of Campus Telecom Services of Basic Telecom Operators, not sign exclusive agreements with schools, and not deprive students of their autonomy in choosing telecom operators.

5. Strengthen management and do a good job in user information security and privacy protection

Telecom operators should establish their own information security management system and do a good job in management and technology to reduce the risk of customer information disclosure and standardize the use of customer information. In terms of network security, we should build a network security system to avoid the security risks caused by virus intrusion and hacker attacks. In terms of management, we should strengthen the system construction, strengthen the management of channel agents and cooperative manufacturers, and severely punish the behavior of leaking customer information. For third-party applications on smart phones, audit should also be strengthened to avoid its built-in programs that harm the user's information security. In addition, at present, operators' ability to control terminals is gradually enhanced, and they can also consider providing users with services and services related to mobile phone security, so as to protect users from using information services on the mobile Internet safely.

6. Various means cooperate to improve service quality

The means of telecommunication services are becoming more and more diversified. In addition to the traditional physical channels, users can also choose telephone business halls, online business halls, mobile phone business halls, SMS business halls, self-service terminals and other means for business handling and inquiry. At present, many operators have begun to provide customer service through Weibo. We should further expand publicity, improve the utilization rate of electronic channels, improve the scope and efficiency of business acceptance and service of electronic channels, and provide all-round services to customers. All channels should be fully coordinated to ensure the timeliness, accuracy and consistency of information provided to users.

Weibo and knowledge sharing platform can be used to strengthen communication and interaction with users and improve users' participation and business understanding. In addition, through these channels of communication with users, operators can grasp the current situation of user experience in time, improve the quality of business and service in time, and continuously improve customer satisfaction; For the focus problems reflected by public opinion, an emergency mechanism should be established to find the hot issues of complaints in time and solve them quickly, so as to resolve contradictions and avoid the occurrence of batch complaints.