Case Study: Turkcell improves customer insight and feedback management with Netmera

How Turkcell Digital Services & Solutions Increased Customer Effort Score

Turkcell, a converged telecommunication and technology services provider, needed to measure customer satisfaction metrics like customer effort score and gain real-time insights from its users. To address this challenge, they implemented the survey and feedback product from the Netmera Customer Engagement Platform.

The Netmera solution provided an easy-to-use, drag-and-drop dashboard for creating and editing in-app surveys, enabling Turkcell to collect instant feedback. This allowed them to quickly identify problems, take effective actions, and analyze campaign data efficiently. While specific metrics were not detailed, a company executive highlighted the ability to set up feedback forms in minutes and gain real-time data, which empowered their team to act more freely and faster.

Turkcell

Ataç Tansuğ

Executive Vice President, Digital Services&Solutions