Find a Consultant
LOGIN

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.

Looking to make a similar impact?

Get In Touch

Read more customer stories

MOBILE NETWORK
Customer experience transformation for a major UK mobile network

Delivered an uplift of +25% in Net Promoter Score over a multi-year period. Which in turn reduced churn by 30% and helped making this major UK mobile operator #1 in the market.

Read Case Study
TRAVEL SYSTEMS INTEGRATOR
Customer journey optimisation and shift to digital support for travel systems integrator

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

Read case study
bank-account
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
telephone
TELECOMS OPERATOR SUPPLIER
Customer experience and product strategy advisory to develop new strategic direction

Advised CxO community on how to integrate customer experience into their product offering; and developed future product strategy with customer success at the core.

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

Led a piece of work for a well known car rental brand that stood up a new route to market through a new digital capability and adaptive business transformation that exploited the new capabilities provided.

Read case study
photo-gallery
DIGITAL CONTENT BUSINESS
Customer-centricity and e-commerce audit and transformation strategy plan

Led piece work linked on assessing maturity of a content business’s e-commerce capability; followed by recommendations that enable a +50% improvement in digital sales performance.

Read case study

Access top consulting expertise now…

GET in touch

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.

Read case study
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