WASHINGTON-Consolidation among vendors in the billing industry may be directly impacting customer-satisfaction levels, according to new analysis from Chorleywood.
The group said most operators are still “fairly satisfied” with their billing systems. Still, most vendors rate lower than they did two years ago when Chorleywood carried out similar research.
“Some vendors have shown a significant decline,” said the report’s author Ann Swallow. “There seems to be a correlation between rapid expansion and/or change of ownership and a decline in customer satisfaction.”
