NETSCOUT Case Studies Improve Net Promoter Score

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	Improve Net Promoter Score NETSCOUT

Improve Net Promoter Score

NETSCOUT

Technology Category	Analytics & Modeling - Big Data Analytics
Applicable Industries	Telecommunications
Applicable Functions	Sales & Marketing
Services	Data Science Services
Challenge	A large wireless service provider was faced with decreased Net Promoter Score (NPS) due to frequent network issues. This was affecting customer loyalty and internal sales incentives. The challenge was to isolate the chronic network issues and increase the NPS. Read More
About Customer	The customer in this case study is a large wireless service provider. The company was facing issues with frequent network problems, which was leading to a decrease in their Net Promoter Score (NPS). This was affecting their customer loyalty and internal sales incentives. The company needed a solution to isolate the chronic network issues and increase their NPS. Read More
Solution	The solution involved leveraging the nGenius® Business Analytics solution (nBA) with Smart Data from NETSCOUT®. The team performed analytics to discover the root cause of the network issues, which were found to be related to the handset models. To minimize these chronic network issues, the team proactively applied the use of Smart Data to gain deeper insights. They created Key Performance Indicators (KPIs) to closely monitor handset performance. Over time, this improved the performance of the handsets and enhanced the NPS scores. The reports on offending handsets were also used to launch a handset incentive program to improve the experience of the subscribers. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Big Data Analytics

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Data Science Services

Challenge

A large wireless service provider was faced with decreased Net Promoter Score (NPS) due to frequent network issues. This was affecting customer loyalty and internal sales incentives. The challenge was to isolate the chronic network issues and increase the NPS.

About Customer

The customer in this case study is a large wireless service provider. The company was facing issues with frequent network problems, which was leading to a decrease in their Net Promoter Score (NPS). This was affecting their customer loyalty and internal sales incentives. The company needed a solution to isolate the chronic network issues and increase their NPS.

Solution

The solution involved leveraging the nGenius® Business Analytics solution (nBA) with Smart Data from NETSCOUT®. The team performed analytics to discover the root cause of the network issues, which were found to be related to the handset models. To minimize these chronic network issues, the team proactively applied the use of Smart Data to gain deeper insights. They created Key Performance Indicators (KPIs) to closely monitor handset performance. Over time, this improved the performance of the handsets and enhanced the NPS scores. The reports on offending handsets were also used to launch a handset incentive program to improve the experience of the subscribers.

Impact #1	Reports for top offending handsets with impact to NPS were generated
Impact #2	Access to relevant KPIs to quickly isolate issues was provided
Impact #3	Increased visibility into the subscriber experience overtime, leading to lower churn and improved NPS

Impact #1

Reports for top offending handsets with impact to NPS were generated

Impact #2

Access to relevant KPIs to quickly isolate issues was provided

Impact #3

Increased visibility into the subscriber experience overtime, leading to lower churn and improved NPS

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Overview

Improve Net Promoter Score

Operational Impact