Case Study: Fibrus reduces contacts per customer by 30% with Lumoa

Fibrus - Customer Case Study

Fibrus, a broadband provider focused on rural areas of the UK, faced a significant customer experience challenge. With low Trustpilot scores and a negative NPS, they needed to understand the root causes of customer dissatisfaction and reduce the high volume of contacts per customer. They sought a solution that could provide actionable insights, not just collect data, and chose to implement the Lumoa customer feedback platform.

Lumoa provided a centralized platform to analyze all customer feedback, delivering insights that drove Fibrus's strategy. Key improvements included a new appointment process for installations, which was a major source of customer complaints. As a result, Fibrus reduced contacts per customer by 30%, increased their NPS from -28 to +56, and raised their Trustpilot score from 1.7 to 3.9, with Lumoa proving essential for quantifying the impact of these changes.

Fibrus

Stephen Riley

Head of Operations