goldenface
Joined: Dec 17, 2003
Posts: > 500
From: Liverpool City Centre
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Sony Ericsson Using SMS to Gather Customer Feedback
Sony Ericsson has started a pilot program to measure customer satisfaction if they have had their mobile phone set in for repair. The pilots are being undertaken with T-Mobile in the UK and independently in Sweden - using an SMS based platform from Broca.
After a customer has been using the repaired handset for a pre-set period, a survey appears automatically on the screen. Unlike standard SMS, which simply offers plain text, Acquire presents questions to the customer in fields using Broca's patented technology. This allows users to complete questionnaires via SMS by quickly and easily selecting answers from a short series of drop-down menus.
Acquire does not depend on GPRS or WAP as its sole communication method is SMS.
Jesper Lykking, Head of Strategic Sales T-Mobile UK of Sony Ericsson UK, says: "Broca's technology has the potential to improve significantly our understanding of our customers' user experience and build on our relationship with them. The handset itself is the ideal vehicle for gathering data and this new development of SMS technology provides an important step forward in this area,"
Ian Price, Managing Director of Broca adds: "We are delighted that a manufacturer of Sony Ericsson's calibre has chosen to pilot Acquire in two countries. This demonstrates not only strong traction with our intended client base, but also provides a superb platform for Acquire, which showcases our world-class technology, which we are endeavouring to develop into a global communication standard. We see this as the first stage of the wider adoption of our technology and we will continue to seek agreements of this kind to realise the significant commercial potential of our products."
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Posted: 2008-01-15 16:44
