Customer Experience Management for Telecom Operator in Mauritius

CHALLENGES

The client’s customer care team often received customer complaints related to poor 2G/3G/4G service, yet the traditional KPIs and QoE did not reflect the real customer experience and the network team was unable to identify the root cause of poor user perception.

SOLUTION

  • Cyberteq addressed this by using CEM solution to hear the voice of the customer directly through surveys from the Device Agents installed on subscribers’ handsets (subjective part)
  • Correlation between subjective and objective parts (network KPIs, call traces, etc) was performed, it resulted in recommendations for customer experience improvement

RESULTS

  • Improved browsing experience perception by 15% - from direct customers’ feedback
  • Improved voice quality issues by 50%
  • Download throughput improved by 17%, Upload throughput by 60% and Latency by 50% - as measured from end user devices.
  • Customers felt less battery consumption –battery consumption decreased by 14%
  • The service bridged the traditional gap between network KPIs and real Customer Experience
  • The client has taken a large step in being aligned all the way from customer care, marketing and the technical team
  • Region

    East Africa

  • Category

    Telecommunications

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