Kampyle provides leading Swiss telecom service provider Swisscom with enhanced Net Promoter Score measurement by combining online customer feedback and insight with the popular management metric.
Boston, MA, January 11, 2012 –(PR.com)– Kampyle, a leading enterprise feedback management company, has successfully enabled Swisscom to measure their Net Promoter Score (NPS) while discovering its underlying root causes. Kampyle provides the Swiss Telco with a high-level view of customer satisfaction combined with relevant and detailed feedback data, empowering the telecommunication company to make informed enhancements to their various services and offerings.
“The Net Promoter Score metric provided Swisscom with a snapshot of our corporate health. When we asked Kampyle to incorporate NPS in their online feedback platform, we gained a comprehensive, high-level view of our customer satisfaction level, along with the granular and actionable details behind it. This allows us to confidently make the changes necessary to improve the Swisscom customer experience and raise our Net Promoter Score,” said Markus Eberhard, Head of Selfcare and Digital Support at Swisscom. Eberhard added that “Kampyle’s multilingual feedback management solution enables us to collect, compare and analyze customer sentiment from the various demographic areas in Switzerland.”
Swisscom customers can already provide feedback using Kampyle’s NPS-compatible forms on the Help areas of the telecommunication company’s website, and will soon be able to see them as well on the mobile-optimized version of the My Swisscom mobile app and My Account site. Swisscom’s Online Shop and Bluewin news portal have also successfully deployed Kampyle’s feedback solution. Once the customers submit their score and feedback via the Kampyle system, it is categorized and segmented according to any number of variables, with both high-level and in-depth information intelligently and automatically distributed to Swisscom’s management.
Ariel Finkelstein, CEO of Kampyle noted that “Swisscom’s decision to expand and deepen our existing relationship points to our rich vertical knowledge and expertise in feedback solutions for the telecommunication industry.” Finkelstein also mentioned that “Kampyle has always provided companies with the means to simultaneously gauge customer satisfaction while discovering its underlying root causes. With many of our enterprise clients already working with NPS, we are pleased to add this feature which enhances their KPI measurement and drives their corporate growth.”
Swisscom (www.swisscom.com) is Switzerland’s leading telecoms provider, with 6 million mobile customers and around 1.6 million broadband connections. The company has a presence throughout Switzerland and offers a full range of products and services for mobile, landline and IP-based voice and data communication.
Kampyle (www.kampyle.com) enables businesses to optimize their website, generate leads and significantly increase their sales. Kampyle’s software-as-a-service (SaaS) solution collects visitor feedback, captures real contact details and delivers actionable data to sales and marketing teams. Kampyle has enabled over 50,000 companies to use online feedback for gaining insight into user behaviour, enhancing product and service offerings, generating leads and converting up to 45% of the visitors who leave contact information. Kampyle has processed more than 12 million feedback forms in over 60 languages in 191 countries.