Telstra has recently announced a new initiative to publish the customer ratings for its stores on its website. Nothing new for businesses in the US, thanks to services like YELP, but a significant step forward for the dominant Telco and MarketCulture customer in Australia
Telstra’s Country Wide Executive Director, Rebekah O’Flaherty recently announced the move on their blog, she also explained how the information would be used:
“We use these scores to guide our service improvement programs – and to identify and cheer on our top rating stores. “
It great to see this is not just lip service to the idea of customer service but a clear way to operationalize a concept that often sounds great in theory but is so often not acted on.