TELCO/ISP
Manage feedback at scale in complex customer environments
Telcos are the very definition of data-driven organizations, but it’s still a challenge generating, managing and executing on such huge and complex swathes of customer intelligence.
And when scale isn’t the issue, it’s precision – understanding different kinds of customers, how they interact with different products and closing the loop quickly and decisively on individual responses that demand investigation.
Telcos and ISPs work hard on their NPS scores but, like other utilities, typically get less love from customers than other sorts of brands. A good customer feedback strategy makes sense of it all, helping move the needle on not just customer metrics but actual customer behavior too.
Customer Thermometer works with telcos to cure this conundrum and help make customer experience both a market differentiator and a driver for product development. Our 1-click CSAT surveys fit perfectly within existing customer communication flows.
Try Customer Thermometer for yourself, right now and for free, to start gaining better customer insights with outstanding response rates.
“I’m seeing a response rate of around 35-40% compared to other surveys we’ve used where we would have been lucky to get over 10%. BT Conferencing will continue to use Customer Thermometer because of its simplicity. It’s simple for us to be able to build the survey, simple for our customers to be able to respond to that survey. It gives us real time feedback and enables us to be able to respond to that feedback immediately.”
Mark Hopwood, Head of Service Management and Deployment
BT Conferencing
