ANB conducts more than 60 customer experience (Digital & traditional touchpoints) and customer service reviews every year for telecom service providers across 24 countries in SE Asia, Middle East and Africa.
>25,000 Retailers
> 1500 SPOs
> 8000 Company stores reviewed for acquisition and service experience
Strong team of 95+ members having experience in conducting S&D/ CS/ SE reviews
Exhaustive checklists for assessment
Independent assessment of customer acquisition & servicing experience of major telecom operators for all circles in India and major African countries
Experience in review of other customer touch points IVR/ Website/ App/ email/ USSD for major telecom players
Experience in review of all customer acquisition touch points like Own & Franchisee Stores, Distributors & FSEs, Retailers, Smartphone & Device outlets for major telecom players
Database of leading practices for benchmarking
customer experience in the digital ecosystem
output | digital consumer experience health index
Operator 1 leads the overall Customer Experience health index at 86% with 96% score in Social Media Experience and 95% in Website experience
e Zone 2 shows operator 2 ahead of operator 1 on account of Digital communications and ease of online recharges
- Social Media Experience
- Website experience
- App Experience
- Call Centre Experience
- Digital Ads and communications
- Ease of recharge and bill payment
- Service availability & IVR experience
overall coverage end to end customer experience assessment
