Results Story: Implementation of NPS Routines in a Multinational Telco Group
Customer: Multinational Telco Group
Starting Point & Challenge
A leading global telecommunications provider sought to enhance customer-centricity as part of a strategic transformation initiative.
The organization aimed to implement the Net Promoter System (NPS) and closed-loop feedback routines across a diverse set of independently operating companies (OpCos).
Key challenges included defining a standardized approach while allowing flexibility for local adaptations, securing IT readiness, and mobilizing employees at scale.
A structured rollout plan was required to ensure seamless deployment across multiple countries.
Comprehensive end-to-end consulting support provided guiding the Telco Co through three key phases:
Pre-Launch Phase
Defined NPS design decisions and prototype routines tailored to each OpCo’s operational context.
Developed a robust communication, training, and mobilization plan to ensure employee readiness.
Ensured IT platform readiness to support NPS data collection and analysis.
A structured rollout plan was required to ensure seamless deployment across multiple countries.
Pilot Phase
Implemented pilot programs in selected OpCos, monitoring key checkpoints to validate success.
Utilized NPS analytics to generate insights and refine the rollout approach.
Conducted Train-the-Trainer sessions to empower internal change agents.
Scale Phase
Developed a deployment plan, including FTE demand planning for a large-scale rollout.
Established a structured routine setup for the remaining OpCos to ensure consistency and sustainability.
Provided direct support to seven country teams while building an internal CX team to manage the rollout for the remaining four countries.
Results Achieved
Successfully rolled out NPS routines across seletected OpCos, with a blueprint ready for the remaining.
Achieved a successful go-live of the customer feedback platform, enabling large-scale data collection.
Mobilized over 5,000 employees and structured them into 300+ teams to drive CX improvements.
Collected more than 500,000 customer feedback responses, providing actionable insights.
Conducted over 45,000 callbacks, ensuring customer concerns were addressed effectively.
Enabled over 100 trainers through Train-the-Trainer sessions to sustain the rollout and scale efforts.
Several improvement initiatives were launched, delivering early positive results within the first nine months of implementation.
