Case Study: Major European Mobile Network Provider achieves reduced churn and higher customer satisfaction with CFI Group

Major European Mobile Network Provider - Customer Case Study

Major European Mobile Network Provider faced intensified competition and needed to protect and retain its customer base. They engaged CFI Group, which applied its customer feedback analytics platform (leveraging the ACSI methodology) to align customer experience measures with loyalty data and process performance metrics to pinpoint improvement opportunities.

CFI Group helped the client launch a new brand strategy, simplify and restructure tariff plans, implement a dedicated account management approach for key business clients, and tie senior managers’ compensation to customer satisfaction targets. CFI Group also quantified the financial value of customer satisfaction improvements in terms of reduced customer turnover and directed network, service-process and invoicing redesigns—measurable actions that improved retention and clarified customer billing.