Challenge
A mid-size telecom provider served residential and small-business customers across several regions. Churn was rising and NPS had stalled. Leadership wanted to know which parts of the experience drove loyalty—and which drove defection—so they could invest in the right fixes instead of guessing.
Surveys were already in place, but results lived in silos. Product, care, and marketing each had their own dashboards. No one had connected experience drivers to actual retention or revenue. The company needed a single, evidence-based view of what to improve first.