Transactional NPS activity to understand Customer Experience

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Telecommunications

Problem Statement

One of the leading internet service provider backed by telecom giant planned to conduct customer satisfaction survey across the customer journey. It was the first-time activity to gauge the customer experience. The customer service team wanted to continuously assess and act upon the key drivers of the customer experience.

How Zykrr delivered impact

  • Collaborated with the team to understand the customer journey in detail and devised intelligent questionnaires across three major touchpoints to start with – Onboarding, Renewal & Call center
  • With the help of manual upload feature, we enabled the client to roll out quickly and run integration in parallel. By the time integration happened we had collected 2 months of data giving a head start. The responses were mapped deeply to multiple segments ranging from speed, device, installation agent, region and more
  • Deployed a real-time integrated CXM system for the company to continuously listen voice of the customer across all the touchpoints
  • Set up a spontaneous escalation management system to empower regional teams to take actions on negative feedbacks in real time.
  • Conducted monthly review meetings with CEO & department heads to present impact analysis reports and highlight key actionable steps

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