Case Study: Fastweb achieves a positive NPS and better customer experience with SandSIV

FASTWEB achieves a positive NPS 15% above competitors with SandSIV

FASTWEB, a leading player in the Italian telecommunications industry, faced the challenge of improving customer focus and ensuring consistent, high-quality service experiences to increase satisfaction and loyalty. To achieve this customer-centric transformation, they partnered with vendor SandSIV and implemented their sandsiv+ Voice of the Customer (VoC) platform to capture and analyze feedback.

SandSIV implemented an omnichannel system to collect real-time customer feedback and provided professional services to speed up adoption. The solution included setting up NPS and VoC analysis, improving key customer journeys, and identifying quick wins. As a result, FASTWEB achieved a positive Net Promoter Score (NPS) that is on average 15% higher than its competitors, reflecting a leading customer experience and excellent business growth.

FASTWEB