Mobile telecoms – Improving sales and servicing experience based on customer feedback
Challenge
An multinational telecoms provider wanted to understand how its sales and servicing experience compared to key competitors in different markets.
Approach
The Big Box team performed an expert review of the telecoms providers services in Italy, Germany, Spain, the United Kingdom, the Czech Republic, the Netherlands, Ireland, and Portugal.
- Quality of service.
- Range of products & services.
- Pricing.
- Customer service.
Results
The telecoms provider was able to identify areas where it could improve its sales and servicing experience, and it implemented a number of changes based on the findings of the review. As a result of these changes, they saw an increase in customer satisfaction, loyalty, and sales.
KPI’s
“We are pleased with the results of the review, and we are confident that the changes we have made will make a positive difference for our customers. We are committed to providing the best possible customer experience, and we will continue to monitor and improve our services on an ongoing basis.”
CX Director – AQUISITION