Customer experience assessment

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

Various digital touchpoints in the customer lifecycle are mapped for several service requests and extensive business simulation is conducted by our teams. This helps us drive towards analyzing an overall experience health index.

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


Mobility | Wireline | Mobile Wallet | Broadband
  • 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


Explore a Vision of Growth !


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