Transforming the Com Hem customer experience has been the foundation of the wider company transformation over the last few years.
“Across the entire organisation, improving our customer relationship – measured primarily by NPS is our no. 1 objective”
Today, all our employees are measured and incentivised against their NPS performance. The internal monitoring of NPS is showing great progress on all customer satisfaction measures.
Most significantly, there have been major reduction in consumer churn, primarily a reflection of our improved customer satisfaction – despite pricing activities conducted since 2014.
The key investment areas for the customer experience activities include;
- Major broadband capacity investments
- Improvements to TV proposition including functionality and content
- Investments in fault reduction and fault tracking
- Improved call wait times in customer service
- Improved ecare provision
- Simplified customer propositions
- Tight quality management of customer service agents, field service technicians and sales teams
What is NPS?
NPS or Net Promoter Score is a customer loyalty metric that Com Hem has used since 2013. It is based on responses to a single question: How likely is it that you would recommend our company/services to a friend or colleague?
Thereafter further questions are asked to get more insights around why and what needs to be improved to achieve higher scores.
To better reflect the strengthened and rejuvenated Com Hem a new brand platform, logotype and marketing concept were launched in April, 2016. As a result we see our public image moving in a positive direction: onward toward a more modern company and upward toward higher quality.
Our new look has helped us to communicate the scale of the transformation that Com Hem has undergone over the past few years to become a premium brand with leading products within digital TV and broadband and excellent customer service.