Our client, a Spanish mobile telecom operator, identifies Customer Orientation as a high priority strategic line to develop to achieve sustainable differentiation. At that time, the company ranks third (and last) in customer satisfaction, with declines in virtually all stages of the customer corridor.

The SPC team designed and implemented a specific Master Plan with a duration of one and a half years. In the design phase, we modelized customer satisfaction and operational variables under the control of our client, thus being able to identify those improvements with the greatest impact.

In the implementation phase we used Quick Win projects (4 waves, with 10-12 initiatives each), that allowed us to gain momentum and generate a positive and gradual change, in combination with medium term structural projects (7 initiatives) that attacked the roots of the most urgent problems.

2 years after launching the Master Plan, our client ranked 1st in the Customer Satisfaction and Loyalty index, overcoming the best competitor by 5 points. As a direct result of the higher satisfaction, we estimated a 3-point improvement on churn.