Case Study: Xplornet achieves legendary customer experience and faster issue resolution with AskNicely

How Victor Helps Xplornet Turn Customer Feedback into Business Impact

Xplornet Communications Inc., one of Canada’s leading rural broadband providers, needed a scalable way to capture real-time customer feedback, foster a customer-first culture, and prevent issues from becoming negative experiences. To meet that challenge they partnered with AskNicely and implemented a transactional Net Promoter System integrated with their troubleshooting processes.

AskNicely’s solution created a closed-loop feedback system that gave Xplornet real-time signals for rapid root-cause analysis, clearer accountability across teams, and consistent follow-up with customers. As a result, Xplornet reports faster resolution times, stronger customer engagement and appreciation, and a measurable uplift in how they identify and eliminate issues before they impact experience using AskNicely.

Xplornet

Victor Pokan

Director of Marketing