Customers give Southern Cross the 'high five'

Its official, Southern Cross is popular.

When compared with other cable providers in the Asia Pacific region, customers are more satisfied with Southern Cross’s overall performance than with that of other cable providers – and they’re also more positive about Southern Cross’s service to its customers than they were a year ago.

The good news was revealed in the results of Southern Cross’s second annual Customer Satisfaction Survey, which was completed by international market research firm ACNielsen in May 2003. As part of the survey, ACNielsen completed telephone interviews with all Southern Cross customers between March-April 2003, with the average interview length being 25 minutes.

Customers were asked to rate Southern Cross on seven key drivers of overall satisfaction including Client Servicing, Products, Cable Activation & Assignment, Pricing, O&M Billing, Cable Performance and General Communication.

Those customers who were currently using or had used other Cable Service Providers in Asia Pacific region in the last two years (85%) were then asked to rate Southern Cross, along with other cable providers whom they had had experience with.

Overall, the survey showed that customers were more positive about Southern Cross’s service to its customers than they were a year ago, with 67% of customers rating Southern Cross’s overall performance as being very good or excellent, as compared with 61% in the company’s first survey completed in June last year.

This compares to ratings ranging between 6% and 57% for the nine other Asia/Pacific cable providers. The average very good or excellent ratings for the other nine cable providers was 25%.

Southern Cross President and CEO Fiona Beck said the survey results showed that Southern Cross’s ongoing efforts to improve its customer servicing systems and processes were clearly paying off.

“I am particularly pleased that customers are noticing improvements in Southern Cross’s overall Cable Performance and Activation and Assignment Processes,” she added.

“These are key areas for the successful management of the network and they will continue to be treated as top priority areas in the coming year.”

• A detailed “Summary of the 2003 Survey Results” is available for customers under the Customer Section of the Southern Cross website.
• Congratulations to Kathi Romig of Sprint who said she was delighted to be the winner this year's Customer Satisfaction Survey draw for a Fuji FinePix 38000 Digital Camera.