Responding to feedback from its customers, Qtel today put in place a new compensation process for people who have to wait too long for installation of communication services within their home.
The new commitment is part of the ongoing transformation of Qtel’s approach to customer service, based upon its Customer Charter, which outlines the company’s commitment to people across Qatar.
Under the new process, customers who receive notification that their request for a new line has been accepted and that installation is feasible should have to wait no longer than two weeks for installation in their home.
The promise applies to all subscriptions to landline phones, ADSL and Mozaic TV+ at residences across Qatar.
If Qtel is unable to ensure installation within two weeks, customers will be automatically credited with QR200 as compensation. The only commitment on the customers’ part is that their homes have the internal wiring necessary to support an installation, and that they are home when the technicians call for an agreed appointment.
The two-week time period was selected based on a benchmark study with other regional organisations, which indicated this was the optimum timing for installation and delivery.
Qtel has focused on enhancing its installation services in 2010, following feedback from customers that this was an area for improvement. The new guarantee reflects Qtel’s confidence is can deliver a connection to Qatar’s most reliable network quickly and efficiently.
The feasibility test applied by Qtel is designed to make sure that all necessary external Qtel cabling is in place, and that line activation is possible. The installation guarantee is not applicable in conjunction with other installation promotions.
Qtel’s Customer Charter was launched in 2009 as part of Qtel’s commitment to better service. The Charter is a public document that outlines what Qtel does as a company, what its commitments are to its customers, and what the standards are that every customer can expect.
The document includes clear commitments in seven key areas, including respect for customers; supporting customers’ right to privacy; providing improvements in customer service; and pledging to support the social development of Qatar.
These commitments were developed after an intensive period of customer research, conducted across Qatar with people from all backgrounds and all walks of life.