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Improve Net Promoter Score
技术
- 分析与建模 - 大数据分析
适用行业
- 电信
适用功能
- 销售与市场营销
服务
- 数据科学服务
挑战
一家大型无线服务提供商因频繁的网络问题而面临净推荐值 (NPS) 下降的问题。这影响了客户忠诚度和内部销售激励。挑战在于隔离长期存在的网络问题并提高 NPS。
关于客户
本案例研究中的客户是一家大型无线服务提供商。该公司面临着频繁出现网络问题的问题，这导致其净推荐值 (NPS) 下降。这影响了他们的客户忠诚度和内部销售激励。该公司需要一个解决方案来隔离长期存在的网络问题并提高其 NPS。
解决方案
该解决方案利用了 nGenius® 商业分析解决方案 (nBA) 和 NETSCOUT® 的智能数据。团队通过分析发现网络问题的根本原因，发现这些问题与手机型号有关。为了尽量减少这些长期存在的网络问题，团队积极应用智能数据来获得更深入的洞察。他们创建了关键绩效指标 (KPI) 来密切监控手机性能。随着时间的推移，这提高了手机的性能并提高了 NPS 分数。有关有问题的手机的报告还用于启动手机激励计划，以改善用户的体验。
运营影响
相关案例.
Case Study
Vodafone Hosted On AWS
Vodafone found that traffic for the applications peak during the four-month period when the international cricket season is at its height in Australia. During the 2011/2012 cricket season, 700,000 consumers downloaded the Cricket Live Australia application. Vodafone needed to be able to meet customer demand, but didn’t want to invest in additional resources that would be underutilized during cricket’s off-season.
Case Study
SKT, Construction of Smart Office Environment
SK T-Tower is the headquarters of SK Telecom. Inside the building, different types of mobile devices, such as laptops, smartphones and tablets, are in use, and with the increase in WLAN traffic and the use of quality multimedia data, the volume of wireless data sees an explosive growth. Users want limitless Internet access in various places in addition to designated areas.
