Investor Presentaiton
Company Profile/AXTEL/Services and Technology
AXTEL Customer Satisfaction
[PR5]
Our key objective is our customers' satisfaction while serving
their communications needs and exceeding their expectations. In
AXTEL we are working to provide these services in a sustainable
manner: socially, ecologically, and economically.
Our customers have different mechanisms
to contact the company, either to
communicate service malfunctioning,
to solve technical -operational and
administrative problems, to hire our
services, as well as to give their opinion
regarding the satisfaction provided
by our company. This is done through
Customized Service Modules, Customer
Service Centers, surveys and service
calls.
We have available forms of contact for
our customers with extended service
schedules.
2011
Interactions with
our clients
96%
Telephone
2%
Chat
2%
E-mail and Social Networks
During 2011 we
served and gave
follow-up to 6 million
285 thousand 100
interactions with our
customers through
our different Contact
Centers.
Our Internal Policy for Customer Service has been developed and implemented
in order to give follow-up and respond all the complaints recieved from
PROFECO (Federal Consumer Protection Office) and from COFETEL (Federal
Telecommunications Commission).
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