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Company description::
118tracker.com also monitored and benchmarked 35 international directory enquiries providers, and made calls to each of the 92 national providers from a mobile phone to establish the level of service being offered to mobile users.
The aim of 118tracker.com has always been to inspire the development of a quality-driven directory enquiries sector. Performance House offer communications performance consultancy, and specialise in breaking down the barriers to quality service and sales by providing simple steps to improve performance.
The quarterly review is based on previous reports, which measure service standards against the Performance House Service Mark, which looks at customer care skills as well as accuracy. There is additional information on efficiencies and costs.
Key findings from the report include:
50% of the national directory enquiries service providers improved on their accuracy over the three months
The quarterly average for the Performance House Service Mark was 75%, with 52% of providers achieving above average
46% of service providers achieved above the quarterly average for accuracy
The average cost of obtaining an international number is £1.34
86% of international service providers scored 100% for accuracy
Only three national providers automatically and consistently send an SMS to mobile users
December’s 163-page report has now been released to all 118tracker.com subscribers and is available for purchase at £995 + VAT.
The Executive Summary of the report is available for free from www.118tracker.com.
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