Case Study
How Are Customers Using Your New Service?
Challenge
A leading US wireless carrier created a centralized hub for its customers and wanted to know what the most important parts of this new service were, including the areas that could be improved.
Approach
PeopleMetrics designed a multi-step survey to help this company determine what matters most to their clients while using the centralized CX hub.
There were multiple surveys utilized in this study, including a post-transaction survey whenever someone interacted with the company, as well as a relationship survey that went out twice a year.
Outcome
Through the results of the survey, the company found that 25% of their call center calls were related to activities that could potentially be self-served through the website.
This informed them to do an internal review of website usability with the specific goal of enabling self service on the problem areas.
During this process, usability of the website was improved, navigation was simplified, and FAQs were added.
After the above improvements were instituted, the NPS score improved by 13 points, and call volume was reduced by 10% at the time of the study.
