Case Study: U.S. Cellular improves real-time customer feedback and cuts program costs with InMoment

U.S. Cellular cuts VoC program costs 50% with InMoment

U.S. Cellular, a major wireless carrier, faced an outdated and costly customer feedback program. Their old phone survey was lengthy, created misdirected data through a "bleeding effect," and caused significant delays that prevented frontline teams from taking timely action. To modernize their approach and reduce costs, they partnered with the vendor InMoment to redesign their Voice of the Customer program.

InMoment collaborated with U.S. Cellular to create a new omni-channel survey delivered via SMS, email, or phone, with clear sections for specific feedback. They implemented redesigned, near-time dashboards that reduced data lag from weeks to a maximum of 48 hours. This solution enabled immediate follow-up. The results with InMoment included a response time of under 5 seconds to feedback, a 400% increase in customers providing feedback, a 50% decrease in program costs, and a 5x increase in shareholder earnings.

U.S. Cellular