Case Study: Three UK achieves better customer satisfaction and millions in savings with Sabio Bright Index

Creating powerful arguments for change by benchmarking performance

Three UK, a major mobile network and the UK's fastest growing at the time, faced a challenge in its contact center. Senior management lacked objective insight to determine if operations were at an optimum performance level, leading to strategic decisions based on opinion rather than fact. To address this, they turned to vendor Sabio and its Bright Index service for an external benchmarking solution.

Sabio's Bright Index benchmarked over 60 of Three UK's operational metrics against other UK organizations. This provided an objective view of performance, allowing management to set fact-based targets. The solution led to millions of pounds in cost savings from reduced call volumes, significantly improved self-service journey times, and sustained increases in customer satisfaction metrics like NPS and First Contact Resolution.

Three UK

Chris Coyle

Demand Analysis Manager