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du Store
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du, a leading telecommunications service provider, offers a comprehensive range of services to individuals and businesses. The company offers mobile and fixed-line telephony, broadband internet, and digital television services. For businesses, du provides tailored solutions including cloud services, data centers, and managed services to support their digital transformation journeys. The company is committed to innovation and provides cutting-edge technologies to enhance connectivity and communication for its customers.
Customer Review Analysis Summary
Overall Customer Sentiment:
Based on a total of 1090 reviews with an average rating of 3.4 out of 5, the overall customer sentiment towards this telecommunications service provider is mixed. While some customers express satisfaction with specific interactions and staff members, a significant portion of the feedback highlights considerable frustration and dissatisfaction with service delivery and support processes.
Service Quality:
The analysis reveals inconsistencies in service quality. Positive feedback often pertains to individual staff members who are perceived as helpful and efficient. However, a recurring theme in negative reviews points to significant issues with support services, including difficulties reaching agents, unhelpful automated systems, and inefficient branch operations. The perceived quality of service appears to be highly dependent on the specific interaction and channel used.
Common Themes:
Several key themes emerge from the reviews. Positive feedback frequently mentions helpful and knowledgeable staff members who resolve issues effectively. Conversely, negative reviews consistently highlight problems with accessibility to human support, long wait times, and a perceived lack of willingness or ability among some staff to address customer concerns, particularly in branch locations. Issues with token systems and the inability to resolve problems in-store are also prominent.
Final Assessment:
Considering the volume of reviews and the average rating, it is evident that while the business has instances of positive customer experiences, there are significant systemic issues impacting overall service quality and reliability. The disparity between positive interactions with individual staff and widespread frustration with support processes suggests a need for improvement in operational efficiency, accessibility of human support, and consistency in service delivery across all channels. The current feedback indicates that the business does not consistently deliver high-quality and reliable service for a substantial portion of its customer base.
Assam thank you so much for taking the time to actually listen to my problem and solve it in few minutes after other colleagues simply mentioned call the call center or nothing we can do. Thank you truly 🙏
I have visited Du for my home service yesterday in the Du branch, the officer told me they can’t do anything in the store while giving me a paper as below. With many many times of the trying I can’t reach to any agent to speak with, and the guide is totally not working and wrong . If you can’t serve your customers while you let many of your agents or even th third parties calling people all the time . But when it’s reach to fixing things no human will be available to help except this useless Robert on the call center . I wonder how you just leave the Robert to serve the very basic information and not let your customers reach to any of your agent ? The improvement of the business to make people life earlier and more efficient, not to waste people’s time and nothing solved .
Staff refused to give token mentioning there are 7 in the queue and she can give me token I have to come back after half an hour. When I said give me a token and I will just wait she said wait in the link only to get token. People are standing in line but no tokens are been issued. Just for the sake of waiting time they don't issue token is pathetic. I can clearly see in there ipad only 5 waiting in queue now still they are not giving me token. Not issuing token to show your branch has a good waiting time is not acceptable as a customer. When I told them not giving token is not a solution for long waiting time. Staff said this is my solution. Really disappointed with the service. After waiting for so long in the line finally I got a token and surprised to see its only one customer ahead of me. Than why was I not been given token all this time is hard to understand
The worst support service center. Skipped my token number multiple types by the service staffs. No body wants to attend the token. Everyone intrested to go for easy tasks. Surprised to recieve such poor service from Du even after being a "premium customer" as they term !!
We appreciate all the great efforts that done by your staff. Mr. NABIL Ibrahim was a woundeerful person and explained to us ful the procedures. You are lucky to have such staff in your team. Things gone smoothly and very easy.
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