In today’s marketplace,
consumers have a wealth of service choices and providers
to meet their communications needs. And while the
many communications options present opportunities
of choice for consumers, they can also create confusion.
TDS Telecom has a competitive advantage in this
respect in its reputation for providing high-quality
communications services that customers need and
value. Therefore, when faced with myriad choices
and new providers, many TDS Telecom customers turn
to the company they know they can trust to meet
their communications needs—TDS Telecom.
Customers continue to give the company high marks in terms of their experience with TDS Telecom. And many of them cite their high level of satisfaction as a key reason for remaining TDS Telecom customers. That’s why the cornerstone of TDS Telecom’s strategy is, like that of its sister company U.S. Cellular, satisfying customers in every respect. And the strategy is working. Customer perception surveys conducted by the incumbent local exchange carrier (ILEC) operations rate its consumer service as 91 percent “good or excellent,” and its commercial service as 94 percent “good or excellent.”
Satisfaction with TDS Telecom’s competitive local exchange carrier (CLEC) operations are high as well, ahead of its competitors. Contributing to these high ratings is the fact that the CLEC uses its own switches for 88 percent of its operations, allowing the CLEC to offer customers differentiated products and services. This strategy contributed to a 17 percent growth in the CLEC's equivalent access lines during 2004.
TDS Telecom aims to keep its customers satisfied, and is working on several levels to do that. It offers round-the-clock customer service every day of the year, through its Virtual Business Office (VBO) call centers, Extended Customer Care Center and Network Management Center, along with its Internet web sites at www.tdstelecom.com and www.tdsmetro.com. In line with TDS Telecom’s brand promise of serving customers “At Every Point of Contact,” the company considerably enhanced its web sites in 2004, launching TDS ePay—an online billing and payment system that allows TDS customers to receive, view and pay their monthly bills online. Available to residential and business customers of both the ILEC and CLEC operations, the online payment service offers customers greater accessibility to their accounts as well as more control over payment options. TDS ePay is another way TDS Telecom is building on its reputation for meeting customer needs and demand. TDS ePay also represents significant cost savings for the company, involving approximately 65 percent less processing cost than a paper bill.
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