Customer satisfaction at Swisscom Switzerland
Swisscom Switzerland conducts segment-specific studies in order to measure customer satisfaction. Swisscom Switzerland made minor modifications to this approach in 2013 and standardised it. It measures customer satisfaction twice a year, in the second and fourth quarters of the year. The Wholesale segment measures customer satisfaction once a year. For all segments, the most important metric is the extent to which customers are willing to recommend Swisscom to others and the Net Promoter Score (NPS), which is derived from it and depicts the emotional aspects of customer loyalty and reveals customers’ attitudes towards Swisscom. It is calculated from the difference between promoters (customers who would strongly recommend Swisscom) and critics (customers who would only recommend Swisscom with reservations or would not recommend the company).
- The Residential Customers segment conducts representative surveys of customers to determine customer satisfaction and the extent to which customers are willing to recommend Swisscom to others. Callers to the Swisscom hotline and visitors to the Swisscom Shops are questioned regularly about waiting times and staff friendliness. In product studies, buyers and users are regularly asked about product satisfaction, service and quality.
- The Small and Medium-Sized Enterprises segment conducts random interviews to gauge customers’ satisfaction with Swisscom as well as dealers’ satisfaction with Swisscom products and support.
- The Corporate Business segment surveys customers for whom it has implemented projects. It also conducts surveys to measure customer satisfaction along the customer experience chain.
- The Wholesale segment measures customer satisfaction along the entire customer experience chain.
The results of the studies and surveys help Swisscom to bring about improvements in services and products and also have an influence on determining the performance-related component of employee remuneration.
Customer satisfaction at Swisscom IT Services
Swisscom IT Services uses relevant feedback instruments at key customer touch points in order to determine customer satisfaction. After each interaction with the service desk or after placing orders, IT users can submit feedback to the service desk or enter their comments in the order system; customers can assess the quality and success of projects following their conclusion and IT managers are given the opportunity to assess ongoing operations on a monthly basis. Swisscom IT Services also surveys customers’ IT decision-makers each year.