提高净推荐值
产品
- nGenius® Business Analytics solution (nBA)
- Smart Data from NETSCOUT®
技术栈
- Data Analytics
影响指标
- Customer Satisfaction
技术
- 分析与建模 - 大数据分析
适用行业
- 电信
适用功能
- 销售与市场营销
服务
- 数据科学服务
关于客户
本案例研究中的客户是一家大型无线服务提供商。该公司面临着频繁出现网络问题的问题，这导致其净推荐值 (NPS) 下降。这影响了他们的客户忠诚度和内部销售激励。该公司需要一个解决方案来隔离长期存在的网络问题并提高其 NPS。
挑战
一家大型无线服务提供商因频繁的网络问题而面临净推荐值 (NPS) 下降的问题。这影响了客户忠诚度和内部销售激励。挑战在于隔离长期存在的网络问题并提高 NPS。
解决方案
该解决方案利用了 nGenius® 商业分析解决方案 (nBA) 和 NETSCOUT® 的智能数据。团队通过分析发现网络问题的根本原因，发现这些问题与手机型号有关。为了尽量减少这些长期存在的网络问题，团队积极应用智能数据来获得更深入的洞察。他们创建了关键绩效指标 (KPI) 来密切监控手机性能。随着时间的推移，这提高了手机的性能并提高了 NPS 分数。有关有问题的手机的报告还用于启动手机激励计划，以改善用户的体验。
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