Case Study – Telco Transition to SMS Feedback
A Global 500 company found their existing customer experience feedback programme to be too limited in terms of the volume of feedback generated, the cost of acquiring feedback and their ability to react to feedback as quickly as possible after the event. Their use of telephone interview provided too many limitations to their ambition of being more effective at delivering great service and reacting to any poor service experiences.
Nielsen employed its customer listening technology, allowing them to generate significantly more customer feedback through SMS feedback, at the point of interaction and reduced the cost per interview incurred by 98% in the process.
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