World-class customer-centric brand?
IMPROVE YOUR CUSTOMER SATISFACTION
CORRELATE NPS SCORING WITH SERVICE QUALITY IN SPECIFIC AREA
CONTINUOUS NPS SCORING REPORTS
NPS MAP REPRESENTATION
ENHANCE AND VERIFY NETWORK QUALTIY
Technical service delivery accounts for 20-30% of the customer satisfaction
Most CSPs struggle today with an increased complexity of of what makes customers happy here to stay for a long time, which means that you will have to make even more efforts to maintain the positive trend.The technical delivery and service accounted for 20-30% of the NPS scoring, when measuring customer satisfaction*. But traditional measurement methods find it difficult to produce useful information to improve the actual network and service quality. It is even more difficult to measure the subscriber's perception of the same.
* Svenskt Kvalitets Index: Mobiloperatörer 2020.
Correlate NPS with service quality
With ActiveNPS application is possible to measure the correlation between the actual service delivery and the perceived quality of service. By continuously sending out SMS to pinpointed or randomly selected customers, the perceived service delivery can be measured and followed continuously for a longer period of time, to plan improvements. For example, this can be helpful in identified areas to measure the perceived service delivery before and after a network improvement work in that particular area.
With ActiveNPS application you can correlate the subscriber's subjective NPS scoring with objective service quality KPIs, the subscriber's location, coverage and device. identify what technical KPIs that have the most (and the least) effect on the subscribers NPS scoring.
In the ActiveNPS overview tab a compiled status of service quality KPI scores are presented. The visualizes map an overview for the entire network and lets the user zoom into to cluster and all the way to a specific cell level and filter on NPS scoring.
Weekly overall NPS scoring and collection volume showing; Detractor in red scoring 0-6, Neutral in yellow scoring 7-8 and Promoter in green scoring 9-10.