A nationwide customer satisfaction survey for a telecom leader
A national CSAT study across product quality, service, support, pricing and loyalty — with a clear, prioritised improvement roadmap.
Tools
- Qualtrics
- Statistical analysis
At a glance
- Headline CSAT
- 8.7 / 10
- Scope
- Nationwide
Context
The operator wanted a rigorous, representative read on how customers actually felt — and where to act first.
Approach
I designed and ran a nationwide customer-satisfaction survey covering product quality, service delivery, support, pricing and loyalty, then analysed the results statistically to separate signal from noise.
Outcome
The study delivered a headline satisfaction score of 8.7/10 and clear guidance on improvement areas — network quality, customer-support responsiveness and pricing transparency — giving leadership a prioritised roadmap rather than a raw data dump.
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