- 9 January 2006 13:35
Brightpoint Benchmarks Leadership in Customer Service with National Survey
Brightpoint Australia has announced the results of a national customer satisfaction survey, showing that an overwhelming majority of participants are happy with Brightpoint’s services and plan to increase the volume of products and services they purchase in future. The results reflect Brightpoint’s consistency and leadership within the ICT distribution market.
The survey of 292 Brightpoint customers across Australia showed that 90 per cent of respondents plan to continue using the services provided by Brightpoint. Of this, over 77 per cent of participants also confirmed they plan to increase the volume of Brightpoint products/services they purchase in the future.
“The survey results demonstrate customer response to Brightpoint’s commitment to delivering both superior service and quality products and services,” said Felix Wong, Managing Director, Brightpoint Australia. ”The objective of the survey was to benchmark customer satisfaction scores across the business, supported by open-ended comments. By tracking customer satisfaction from year to year, and moving quickly to implement improvements where required, we’ll continually improve Brightpoint’s overall quality of service and strengthen customer relationships.”
“Overall, the results show that Brightpoint has maintained a strong leadership position in the market, despite strong competition, and is well regarded nationally,” Wong said. “The survey also highlighted that some customers are currently not aware of Brightpoint’s full range of services, so we will be working to communicate that more effectively.”
The online survey, conducted in August 2005 by an external independent company, used an ‘electronic self completion’ questionnaire that was delivered to participants by email. This allowed respondents to answer the survey questions at their own convenience and confidentially – capturing honest, accurate feedback.
The survey covered all states of Australia, and respondents came from a wide variety of positions and channel organisations. The National Customer Service Survey will be undertaken on an annual basis by Brightpoint Australia.
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About Brightpoint Inc
Brightpoint, Inc. is a distributor of wireless devices and accessories, and provides logistics services to mobile operators with operations centres and/or sales offices in various countries, including Australia, Colombia, Finland, France, Germany, India, New Zealand, Norway, the Philippines, the Slovak Republic, Sweden, United Arab Emirates and the United States. The logistics services include procurement, inventory management, customised packaging, fulfilment, activation management, prepaid and e-business solutions. Its customers include wireless network operators, resellers, retailers and wireless equipment manufacturers. During the year ended December 31, 2004, the Company handled over 27 million wireless devices, and commenced operations in Slovak Republic. Additional information about Brightpoint can be found on its website at www.brightpoint.com.au. In Australia, Brightpoint employs more than 100 people at its headquarters in Belrose, Sydney and at branch offices in Melbourne, Brisbane, Perth and Adelaide.
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