Broadband Company – Attadale Partners

Challenge

Despite promotional marketing efforts and increased usage of at-home broadband services due to the pandemic, this national broadband and cloud service provider was failing to meet their ideal sales goals. Customers were also reporting issues with installations and customer service, as well as voicing concerns about pricing. The company has grown through the acquisition of other broadband operations, cloud services, and media outlets such as newspaper, radio, and television.

Solution

The company partnered with Vennli in hopes that they could improve their overall performance. The objective was to identify what areas they were performing well in, what areas they might have been lacking in, and how to properly address these issues through a CSAT, or customer satisfaction score survey. We also conducted an NPS (net promoter score) study to measure customer loyalty and how likely or unlikely a customer would be to recommend their services to someone else. Finally, a “Voice of the Customer” program was implemented, which gathers insights based on a customer’s feedback about their experience and expectations with offered products or services. By implementing these programs, the company was able to track their NPS by region and demographic, allowing for deeper insights to inform the execution of a more personalized experience for their customers.

Key Insights to Drive Actions

The study showed that customers were still upset over changes made to their email platform and the digital migration of their telephone services, both of which occurred prior to the pandemic and were fraught with issues – none of which the company had addressed directly with customers.

The results also showed large gaps in response demographics, due to those segments preferring traditional mail and television advertising versus the company’s current email and online marketing efforts.

Results

A better understanding of their customers’ concerns helped the client focus on how to address these issues through better communication with their customers, creating reference guides for new customers after installations, more employee training and being more efficient with pricing when possible. As a result of these new improvements, the company was able to double their NPS score.

Challenge

Solution

Key Insights to Drive Actions

Results

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