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TP Ranked the Best Broadband Internet Provider - Orange Polska

Telekomunikacja Polska earned the highest score in International Service Check’s survey of 19 broadband Internet providers in Poland. The survey was conducted using the Mystery Shopping approach. Service checkers visited retail outlets of different companies, assessing personnel competence, service quality, loyalty building skills and other aspects.
Each retail outlet could score 0 to 100 per cent. The highest score among operators/distribution networks was earned by TP (94 per cent), followed by UPC (91.1 per cent) and T1, Plus network partner (88.9 per cent).
While visiting retail outlets, International Service Check’s mystery shoppers observed the following aspects:
• service quality, i.e. conversation atmosphere, friendliness, personnel competence and knowledge of the offer;
• customer loyalty and brand attachment building, e.g. through invitation to another visit, handing a business card or providing additional information about current promotions;
• outlet appearance, i.e. cleanness and order as well as neat appearance and active attitude of the personnel.
Service checks were conducted in a total of 57 retail outlets operated by both nationwide companies and local operators. Mystery shoppers sought the best customised fixed or mobile Internet offer.
International Service Check is a company specialising in customer service quality checks. It has been present in Poland since 2005. Using the Mystery Shopping approach, the company performs non-commercial customer service surveys of the most popular consumer goods industries several times a year.

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