Wireless service benchmarking study for global service provider

Key benefits: The customer gained actionable improvement concepts based on global benchmarking against the best-in-class service providers globally

Need

To help reduce its user churn rates, a telecommunications service provider required a thorough investigation of key customer defection points in its current service process. It also sought commendable solutions by a way of customer loyalty programs and lock-in service design.

Application: Product and Innovation Management

Geography: Global

Approach

To achieve a 360o assessment GIA focused on two key research approaches, namely neck and neck design comparisons between the service subject and benchmarks, and highlighting notable ‘push’ and ‘pull’ programs.

Methods: Secondary research via the Internet and media sources; primary research via hands-on product usage and insider interviews.

Solution

The customer was delivered four in-depth service-specific reports containing executive recommendations on architectural enhancements. The findings were discussed in face-to-face consultant workshops.