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Case Study

Customer experience transformation for a major UK mobile network

+
% (points)
increase in NPS
£
million
margin contribution
year
measured impact

Challenge
  • For many years since launch, a UK Mobile Network Operator suffered from the highest churn and worst Net Promter Score (NPS) in the market.
  • It also had very high negative word-of-mouth from customers due to poor network experience and customer service.
  • This resulted in poor brand perception which had become a handbrake for growth due to high levels of brand rejection – i.e. customers weren’t even considering the brand.
The Work
  • We took an insight-led approach that centred around the dynamics and economics of Net Promoter Score.
  • We developed a unique NPS and churn propensity model based on combining customer insight with underlying experience data.
  • We then used linear regression techniques so we were able to show where the greatest impact on customer experience was happening – and so were able to prioritise the company’s resources in the most optimal way.
  • We leveraged the model to optimise proactive interventions for how and where the operator should launch a series of material improvements through a portfolio of customer solutions, customer communication, customer journey design and co-creation.
The Outome
  • The work created an uplift of +25% point in Net Promoter Score over a 4 year period. This made this UK mobile operator the best in the market. Churn reduced 30% during same the period; bringing into line with its competitors.
  • Overall, this work created a much stronger foundation for the business to further grow its customer base profitably – resulting in it seeing its reported net profit (EBIT) improve five-fold during the same period.

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Read more customer stories

TELECOMS
Customer experience transformation for a major UK mobile network

Our work delivered an uplift of +25% in Net Promoter Score over a multi-year period, which in turn reduced churn by 30% – making this major UK mobile operator #1 in the market.

Read Case Study
CAR RENTAL
Digital and business transformation within a global car rental company

Redeveloped web platform, optimised customer experience and created mobile app achieving 40% / $9m revenue increase within six months across 11 countries.

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FINTECH
Creation of digital app marketplace for merchant payment solution providers

Created marketplace ecosystem which underpinned the securing of €30m investment funding, 60+ partner contracts within 8 months and revenues of €8m within 12 months of launch.

Read case study