Case Study: Fibrus reduces customer contacts by 30% with Netigate

Fibrus - Customer Case Study

Fibrus, a UK-based broadband provider focusing on rural areas, faced the challenge of low customer satisfaction, as shown by a 1.7 Trustpilot score and a negative NPS. Their rapid growth had outpaced their service operations, leading to a difficult customer experience and a high volume of support contacts. To address this, they turned to the Lumoa platform from Netigate, seeking more than just a survey tool; they needed a solution that could provide actionable insights to build a customer-centric strategy.

By implementing Netigate's Lumoa, Fibrus centralized all customer feedback and gained powerful insights. One key action was improving communication during the installation process, which significantly reduced customer frustrations. The results were substantial: NPS improved from -28 to +56, contacts per customer were reduced by 30%, and their Trustpilot score rose from 1.7 to 3.9. Netigate provided the data-driven insights necessary to quantify the impact of changes and build business cases for continued improvement.

Fibrus

Stephen Riley

Head of Operations