Methods of assessing customer satisfaction with telecommunication services

This paper introduces NTT´s current customer satisfaction (CS) survey, analyzes customer perception of the quality of telecommunication services, and then describes two methods of assessing CS survey data. The first method weights surveyed CS with importance obtained by using the analytic hierarchy process (AHP). This information can give an overall index for customer dissatisfaction. The second method is a probability model which can estimate the number of positive and negative comments from a CS survey. This information can be applied in the design of CS objectives. The paper also shows assessment examples using actual CS data