Telstra aiming to improve customer service with new online panel

Telco kicks off new online customer service improvement strategy

A month after CEO David Thodey said Telstra's (ASX:TLS) customer service was not good enough the telco is now asking its customers to tell it how to improve.

Coined the "My Telstra Experience" the company is setting up an online panel comprising of 18,000 customers.

In a statement the company said it would be emailing 500,000 BigPond and Telstra customers to recruit them into the process before Christmas, with the remaining 9.5 million or so to be contacted in the new year.

Panel members will be able to complete online surveys and participate in forums. The company said it expects panel members to spend 15 minutes a fortnight on the activities.

Topics to be included range from the ease of looking at customer websites to what people think of how Telstra manages complaints.

"Telstra wants to hear what our customers think and then put that feedback into action," Telstra market based management executive director, Gloria Farler said in the statement. "This is no online 'black hole', we will be letting panellists know what we are doing as a result of what they tell us."

More information can be found on the My Telstra Experience website.

In October it was reported complaints from consumers and small businesses about phone and Internet providers rose 54 per cent in 2008-2009 over the previous 12 months, according to the Telecommunications Industry Ombudsman (TIO).

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