Case Study
Telstra Wholesale: Increasing speed to Insight on NPS verbatim by 75%
Enabling Telstra Wholesale to reduce time converting NPS voice of customer survey data to insights
Background
Telstra Wholesale is a leading telecommunications company in Australia.
Telstra Wholesale provides a wide range of technology products and services delivered over the Telstra network. They co-create market-leading solutions that harness unique combinations of their world-class voice, wireless, mobile, internet, data and application services.
Telstra’s mission is to “build a connected future so everyone can thrive.” And this commitment to staying close to their customers is realised by “providing them with the best experience on the best network.”
Warwick Burton, Senior Marketing Specialist at Telstra Wholesale runs us through Telstra Wholesale’s work with Adoreboard…
Challenge
Customer surveys produce tens of thousands of data points and took a team of senior staff many days to produce insights.
Telstra Wholesale surveys its customers to produce tens of thousands of data points for analysis. This data includes direct comment from customers.
We needed a way to quickly understand and create decision-ready insights from customer feedback to minimise manual analysis and maximise speed to insight.
Solution
Processes the NPS data using Emotics to produce high-quality insights within a much-reduced timeframe.
We have worked with Adoreboard since 2017 and found it could produce high-quality insights within a much-reduced timeframe.
The Decision Ready Insights based on voice of customer feedback that Adoreboard provides for Telstra Wholesale save us time and allow our teams to focus their effort on delivering customer value.
We continue to be advocates of Adoreboard and now, with multiple year on year results in hand, we derive even more value from the platform and insights that it produces.
Fundamentally, Adoreboard helps us understand what we need to focus on to improve the experience for our customers.
Results
Faster insights from customer data and a significant reduction in time input from senior staff.
Before we used Adoreboard, the synthesis of survey data into usable insights was a manual task. It took a team of senior Telstra Wholesale staff many days to produce the insights through a series of workshops.
Now, we save that time, by providing Adoreboard’s synthesis and Decision Ready Insights directly to our teams to influence how they develop solutions to improve our customers’ experience.
This has a very positive business impact. It has significantly reduced the time we take to gain insights from customer data. It also creates efficiency for our leaders and their teams as they can focus on actions to support our customers.
![Picture of Warwick Burton, Senior Marketing Specialist at Telstra Wholesale]()
Adoreboard gives us accurate synthesis from NPS voice of customer data which saves us time and enables our mission teams to quickly prioritise actions that deliver the most benefit for our customers.
