Telstra 2001 Annual Report Download - page 17

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P.15
PPaacckkaaggeess Telstra provides its
customers with a full range
of telecommunications services
and over the past year has
bundled together its fixed line,
mobile and internet products
to provide people with
packages that deliver great
value. In the limited time since
the introduction of packaged
offers, the response has been
strong, with around 10% of our
consumer and small business
customers choosing to take up
one or more of the packages.
CCuussttoommeerr sseeggmmeennttaattiioonn
We have three major segments
– consumer, small to medium
enterprise (SME) and corporate.
The operating focus is different
for each segment.
Corporate customers want
managed voice, data, wireless
and applications. They’re
looking for scale efficiencies,
open access and customised
solutions.
In the SME market, customers
want a one-stop shop and
directories services. They are
looking for packaging and
simplicity. We have established
an indirect channels division
to service cost-conscious basic
needs of SMEs.
In the residential market, we
are breaking down even further
our age-based segmentation to
define customers’ needs more
precisely in terms of factors
such as cost, simplicity and how
comfortable they are with
technology. This market wants
home and personal services,
mobility and convenience.
They’re looking for best practice
processes, packaging and
simplicity. An example of this
is on-line billing. More than
110,000 customers have taken
up on-line billing, which also
offers a wide range of useful
functions to help them manage
their telecommunications
spend and view their
account details.
The Telstra Customer Service
Charter, launched in 1999, is a
tangible demonstration of our
commitment to ensuring our
customers always have the
best in service and support.
It empowers our customers
by outlining a range of
commitments to define the
levels of service they can expect
from Telstra. The Charter also
gives avenues for resolving
customers’ concerns and
commits Telstra to dealing with
customers fairly and ethically.
The Charter can be viewed at
www.telstra.com.au/charter
and is available on request.
Performance indicators (approximate): June 2001 June 2000 % change
Local calls (number of calls) 11,198,000,000 11,346,000,000
National long distance minutes 12,099,000,000 12,418,000,000
International outgoing minutes 877,000,000 893,000,000
Calling number display customers 785,000 503,000
Fixed line MessageBank® customers 1,414,000 1,162,000
➜
1.3
➜
2.6
➜
1.8
➜
56.1
➜
21.7
10%
OF CUSTOMERS WITH
packaged services
approx.
➜
56%
CALLING NUMBER
DISPLAY CUSTOMERS
110,000
CUSTOMERS
have taken up
on-line billing
more than