Case Study: Carrier Service Provider achieves improved Net Promoter Score with NETSCOUT nGenius Business Analytics (Smart Data)

NETSCOUT Solution Improved Net Promoter Score with Smart Data

A large wireless carrier was seeing declining Net Promoter Scores as chronic network issues eroded customer loyalty and threatened internal sales incentives. The carrier engaged NETSCOUT to pinpoint the root causes behind the poor subscriber experience and stop the downward NPS trend.

Using NETSCOUT’s nGenius Business Analytics with Smart Data, the team identified specific handset models driving the problems, created targeted KPIs to monitor handset performance, and produced reports used to launch a handset incentive program. The effort delivered visibility into offending devices, faster issue isolation, improved handset performance over time, reduced churn and a measurable uplift in NPS.