Improve Net Promoter Score

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 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