Tests… and more tests!
It’s a hot topic. It’s the topic that delegates budget. It’s the topic that steers committees…
It’s the topic around town.
Ofir Zemer the CEO at Cellwize dives deeper into the network-driven elements the influence the test results of the NPS (Net Promoter Score) here.
He states that…
One of the best ways to boost NPS is to improve the customer experience. However, with all of the different aspects of customer experience to consider, it can be difficult to know where to begin.
The article states that survey results from Heavy Reading show that mobile operators believe that network service quality is a top driver of customer loyalty, taking a higher precedence to customer care or price. Because of the significance that network quality has on NPS scores, it’s recommended that mobile operators focus on customer-oriented network performance to boost NPS.
Subscribers who experience smooth video viewing, fast browsing, and clear audio are more likely to recommend their mobile operator.
Cellwize’s SON solution orchestrates network resources to enhance the mobile journey to increase subscriber satisfaction and NPS scores.
Michael Jul Jensen, the Senior Manager, Network Insights at Telenor Denmark sayswe should challenge test results in his post here.
And I agree, we should challenge the tests. He states:
Recently i have seen tests of networks and conclusion on customer behavior, that simply conclude the wrong results. Or more mildly spoken.. does not take all relevant factors into account, and therefor the result is likely to give the wrong picture.
I think both are on the right track!