We offer our viewers and customers entertainment, which is particularly important to Poles. Polish viewers spend over four hours a day in front of a TV screen, more than any other nation in Europe. Globally, Poland ranks second behind the United States. Recent years have seen a significant rise in viewers’ – and therefore our customers’ – awareness. They know their rights and are familiar with the TV products and offers available on the market. The constantly growing number of TV channels also affects the market, making it more fragmented and highly competitive. Considering these conditions, we make every effort to ensure the high quality of our products and services, including customer service. We readily embrace the latest technologies, constantly improve our channel selection and take care to maintain good relations with our subscribers and ensure high viewer satisfaction, which translates into a growing audience share.
The Cyfrowy Polsat and Telewizja Polsat brands are recognisable, popular, and appreciated by Polish consumers. We believe that they are associated with high quality services offered at attractive prices, addressed to entire families. According to TNS, we can boast the highest (75%) spontaneous brand awareness among digital satellite TV operators in Poland (percentage of the target group that can name the brand without any prompt from the surveyor, according to TNS’s study entitled ’The World of Pay TV and Mobile Internet’, August 2012).
What also confirms the excellent quality of our products and services is our second place in the ’Quality of Products and Services’ category of the ’Listed Company of the Year’ ranking organised annually by ’Puls Biznesu’. Moreover, in 2012 our main TV channel, POLSAT, was the most frequently chosen channel among viewers aged 16-49. Our advertising bureau, Polsat Media, was once more recognised as the best TV advertising bureau in 2012 among the largest Polish media groups – nationwide broadcasters. Polsat Media received the distinction in the ’Media & Marketing Polska’ report from surveyed employees of media houses and from advertising agencies working with the media. Polsat’s advertising bureau was recognised for its service level and relations with its business partners, which were viewed as first rate.
PROFESSIONAL CUSTOMER SERVICE IS ENSURED WITH THE USE OF THE FOLLOWING TOOLS:
- An advanced CRM system
A customer relationship management (CRM) system developed by our experts, based on an integrated platform supporting telephone, fax, e-mail, SMS/TTS combined with IVR (interactive voice response) and CTI (platform for integrating telephone functionalities with CRM), as well as standard post. The CRM provides for comprehensive execution and documentation of all submitted requests via a voice recording system, digital archives and an integrated communications system for subscribers (which comprises our website, the Internet Customer Service Center, text messages displayed on the TV screen and an interactive voice response system). We have also implemented a modern system for customer retention and payment monitoring. - Call Centre
The Call Centre consists of 600 telephone stations and approximately 150 back-office stations for the processing of written requests. The Call Centre operates on a 24/7 basis. Individual customer service units and teams have been designed to assist our subscribers, providing them with comprehensive and professional service. - Internet Customer Service Centre (ICSC)
The Internet Customer Service Centre (ICSC) is an advanced IT solution which uses the Internet to ensure secure and free access to our resources and on-line technical support. Our customers can use the website to check their payment balances, print payment orders or pay on-line, check the technical specifications of their set-top boxes, restore their satellite connection, and restore the PIN factory settings of their set-top boxes.
For more information on customer service tools, see the Sales and Marketing.
