Web-based customer logging and feedback systems for mobile telephone companies

Abstract

Mobile telephone companies have many customers that require services from them; this has led to long waiting or unavailability of services. Therefore, there was need to carry out an investigation on why customers are not served promptly at peak hours in mobile telephone companies. Investigations through interviews, sport-checks and questionnaires to find out the major problems customers face were carried out. As a result of the above findings, a model of a web-based customer logging and feedback system was developed. The model of the system when implemented will benefit both the customers and service providers in that they will be able to receive maximum customer satisfaction. The service providers will be able to make large profits out of customer loyalty.