Improve Net Promoter Score

The Opportunity
The Details
The Results

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To learn how to use nBA with Smart Data to improve net promoter score.

The Opportunity

For Carrier Service Providers (CSPs), prolonged negative customer experience can trigger a drop in Net Promoter Score (NPS). Due to frequent network issues, a large wireless service provider was faced with decreased NPS scores. With customer loyalty and internal sales incentives at stake, how will this wireless provider isolate chronic network issues and increase NPS?

The Details

Leveraging nGenius® Business Analytics solution (nBA) with Smart Data from NETSCOUT®, the team performed analytics to discover root cause – in this case, the handset models. To minimize chronic network issues, the team proactively applied the use of Smart Data to gain deeper insights. They created Key Performance Indicators (KPIs) to closely monitor handset performance which improved over a period of time and also enhanced NPS scores. The reports on offending handsets were also used to launch a handset incentive program to improve subscribers’ experience.

The Results

The NETSCOUT nBA Solution with Smart Data Provided:

Reports for top offending handsets with impact to NPS
Access to relevant KPIs to quickly isolate issues
Increased visibility into the subscriber experience overtime, lower churn, and improved NPS