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TalkTalk looks at its landline customers
Tuesday 30th June 2009, by Daniel King
TalkTalk has outlined some of the ways in which people utilise its services in a bid to understand how it can better serve its customers.
In a recent article posted on the broadband service provider's official blog, consumer insights and research manager D'Arcy Rossiter says the company has become better known for its web-based offerings of late, but adds there was once a time when the company's main source of business was attempting to get BT customers to switch by offering competitive landline deals.
As such, he states it is clear the core business of TalkTalk has evolved and by asking some of its users to keep a diary of their outgoing communications over the course of a week, it was hoped a clearer picture of how it is currently affecting their daily lives and how this could change in the future.
Mr Rossiter adds that the research led to the discovery of "some pretty interesting things", such as the fact that many of its clients are confused about how much calling a mobile phone from a landline will cost - something he notes is often overestimated.
The study revealed that instant messaging and social networking was playing a bigger role in communication than ever before and this was changing what types of telephone calls were being made.
"While you may not want to call that long-lost classmate on their landline, you may be willing to say hi by posting on their Facebook wall," Mr Rossiter comments.
The European Commission announced this week that the proposed merger of TalkTalk's parent company the Carphone Warehouse group and Tiscali would not cause harm to the UK broadband and telecommunications sector.
