Case Study: Top-5 UK Telecom Company achieves 87% customer satisfaction with ResponseTek

Creating Brand Advocates Helps Major Telecom Top the Retail Market

Top-5 Telecom Company, a major UK telecom with over 20 million customers and 600+ retail stores, wanted to improve employee interactions and customer satisfaction while competing in a stagnant market. The company turned to ResponseTek and its Listening Platform to help transform frontline retail service into a brand-advocacy program powered by customer feedback.

ResponseTek implemented SMS surveys after each retail transaction, plus transparent scorecards and weekly manager reports to hold teams accountable and guide training. The company also tied employee bonuses to satisfaction scores and acted on feedback in stores, such as adding tea and refreshments during peak periods. As a result, customer satisfaction rose from 81% to 87% in three months, response rates increased by 35%, and 98% of SMS surveys were completed within 24 hours.