Telenor
Telenor is Norway’s leading provider of communication services and is one of the world’s largest mobile companies.
Goal
To implement an easy to use, effective survey tool that could be used extensively to measure and help build successful customer relations.
Result
QuestBack now forms an integral part of Telenor’s customer service focus and drive
Case study
The main focus of QuestBack usage in Telenor is measurement of customer satisfaction. Telenor monitors satisfaction levels related to e-mail and telephone service and support. The Company also uses QuestBack to actively measure employee satisfaction on a continuous basis.
One of the main reasons that Telenor chose QuestBack was because of the excellent value for money that the service offers. Telenor needs to be able to conduct surveys and collect feedback as and when needed. QuestBack’s flat fee license fee encourages extensive usage and enables process driven feedback. Telenor has been able to include QuestBack as an integral element in their customer service focus.
“We previously used a tool that cost us about NOK 500,000 per year. By transferring to QuestBack, we have been able to cut these costs considerably, without losing any of the functionality we required. QuestBack has provided us with a fantastic return on investment,” says Per-Erik Holo, Customer Services Manager.
In addition, Per-Erik emphasizes that QuestBack is extremely user friendly with a logical and intuitive user interface. New users can be up and running straight away. “Telenor Customer Services have benefited from the fact that with QuestBack we can set up a survey as and when needed”, says Per-Erik. “This has improved our internal processes, and filtered through to our customers.”
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