Case Study: Indosat Ooredoo Hutchison boosts survey response rates with SurveySensum

Indosat did 20 times more surveys in the last 6 months than in the past 1 year.

Indosat Ooredoo Hutchison, a telecommunications provider in Indonesia, faced challenges with its customer feedback process. The CX team's low survey response rates and lengthy analysis times were frustrating both the team and its customers. They needed a better way to communicate with customers without overwhelming them with multiple emails and surveys.

The vendor, SurveySensum, provided a solution by implementing WhatsApp and online surveys. This shift allowed for seamless, real-time feedback collection. The results were significant: a 10x increase in response rates, 20 times more surveys completed in six months, and $100K saved on research. Additionally, specific issues like SIM activation and network coverage were identified and resolved, leading to a 9-point increase in customer satisfaction.

Indosat Ooredoo Hutchison

Numan Ardhi Nugraha

Product and Customer Insight