Industry Research : Customers Ready to Hang Up
Telstra may face a backlash from its customers on the back of its decision to close the Goonellabah Call Centre, a survey has suggested.
The online survey, conducted by the Northern Rivers Social Development Council through its Facebook page and website, suggests more than 25% of households and 14% of businesses who participated in the survey have or will be changing service providers.
Personal or home users made up 316, or 59.1%, of participants, while 219, or 40.9%, of respondents were representing businesses or organisations.
Acting council CEO Brett Paradise said 54% of respondents indicated they would investigate using other service providers as a result of Telstra's decision to close the Goonellabah Call Centre.
"(A total of) 37% of respondents indicated they would like to change providers but believed there were no viable alternatives that can give the same level of service/coverage in the region. A further 27% reported being locked into Telstra contracts," he said.
Mr Paradise said the overwhelming majority of respondents indicated they would use a local telecommunications provider if the service and price was comparable.
The survey, which was conducted using the web-based tool Survey Monkey from August 22 to September 10 and promoted via the council's Facebook page, website and databases, attracted 535 respondents.
A Telstra representative would not comment on the survey without having seen the results.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 17, 2012