Case Study: eir Large Business boosts NPS and cuts churn with PGForsta

Working together to put customers in focus

eir Large Business, a telecoms provider, needed to better understand its diverse customer relationships and measure its performance from the customer's perspective. They partnered with customer experience consultancy W5 and used the Forsta platform from PGForsta to launch a Voice of the Customer program.

PGForsta's solution enabled eir Large Business to deploy targeted Bigger Business surveys that measured Customer Effort and Net Promoter Score at key touchpoints. The results were highly successful, including a 24-point increase in NPS, a reduction in churn rates, and combined annual revenue and cost savings of over €2.6 million.

eir Large Business

Liz Hickey

eir Large Business