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Improve Net Promoter Score
Technology Category
- Analytics & Modeling - Big Data Analytics
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
The Challenge
A large wireless service provider was faced with decreased Net Promoter Score (NPS) due to frequent network issues. This was affecting customer loyalty and internal sales incentives. The challenge was to isolate the chronic network issues and increase the NPS.
About The Customer
The customer in this case study is a large wireless service provider. The company was facing issues with frequent network problems, which was leading to a decrease in their Net Promoter Score (NPS). This was affecting their customer loyalty and internal sales incentives. The company needed a solution to isolate the chronic network issues and increase their NPS.
The Solution
The solution involved leveraging the nGenius® Business Analytics solution (nBA) with Smart Data from NETSCOUT®. The team performed analytics to discover the root cause of the network issues, which were found to be related to the handset models. To minimize these 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. Over time, this improved the performance of the handsets and enhanced the NPS scores. The reports on offending handsets were also used to launch a handset incentive program to improve the experience of the subscribers.
Operational Impact
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