Pulling together. How Telewest Communications combined customer satisfaction research with a personalised approach

Jules Hall and Elizabeth Judson

This paper illustrates how Telewest Communications - a leading cable communications supplier in the United Kingdom - achieves actionable results from its business customer satisfaction research.

Pulling together. How Telewest Communications combined customer satisfaction research with a personalised approach

Elizabeth Judson, Telewest Communications, United Kingdom andJules Hall, IFF Research, United Kingdom

INTRODUCTION

Telewest Communications is one of the largest cable communications companies in the United Kingdom, formed in 1992 with backing from TCI and US West. In 1995 it further expanded, merging with SBC Cablecomms. Telewest provides entertainment, information and advanced telecommunications services to households and businesses in five business areas, from Scotland to South London, via broadband digital fibre-optic cable.

In the past Telewest has concentrated its marketing and sales efforts...

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