Case Study: North American Communications and Media Company boosts customer loyalty with MattsenKumar's NPS analytics

Boosting Customer Loyalty Using NPS Analytics

MattsenKumar worked with North American Communications and Media Company, a diversified North American telecom provider offering wireless communications, cable television, telephone, and internet services. The customer wanted to understand its Net Promoter Score (NPS) results and identify the main drivers behind detractor feedback to improve customer experience and loyalty.

MattsenKumar analyzed more than 8,000 surveys and nearly 250 survey calls, using regression and key driver analysis to pinpoint issues in consumer and technical support. The work surfaced major problems around billing, TV service, and agent behavior, and recommended adding customer effort to the survey. As a result, North American Communications and Media Company saw NPS improve by 9.4 points in Consumer Support and 12.1 points in Technical Support after nine months.