Case Study: Link Net achieves real-time customer insights and higher satisfaction with SurveySensum

How Link Net identified Network Issues in Fiber Nodes in no time

PT Link Net Tbk, a major Indonesian telecommunications provider, faced challenges in analyzing customer feedback in real-time, identifying network issues efficiently, and understanding customer preferences for service bundles. Their CX team struggled to meet the 24-hour KPI for following up on NPS survey responses and needed a better way to segment and act on feedback. They turned to the vendor SurveySensum for its survey and analytics platform.

SurveySensum's solution provided a real-time dashboard for instant analysis and reporting, allowing Link Net to promptly address negative feedback and leverage positive responses for referrals. The platform also enabled the grouping of customers by fiber node to quickly identify widespread network issues. This implementation saved the team 24 hours per month on analysis and led to a 35% boost in customer satisfaction, significantly improving customer engagement and network performance.

Link Net

Mufthy Rosdja

Head of Service Assurance Monitoring