Customer Experience at the heart of our business…

Monday, December 14 2015


As a wholesale carrier, everything we do is dictated by our customers’ needs, and ultimately, their customers’ needs. But for us, customer centricity isn’t simply a buzzword, it lies at the heart of everything we do. We have established a company-wide approach to customer experience (CX), involving every employee, regardless of how they interact with our customers on a day-to-day basis. At the end of the day, it all boils down to a simple, but powerful mantra: ‘listen and take action’.

In a blog post earlier in the year, I presented our latest CX report. Here we identified a number of important steps on our journey to improve our customers’ experience with us and outlined a firm plan of action.

The plan itself was based entirely on input received from our annual customer survey and as we approach the end of the year, I’m proud to announce that we’ve made significant progress in delivering what you asked us for:

You wanted faster delivery times – With a passionate, company-wide focus on service delivery, we managed to significantly cut delivery lead times for Wavelength and IP-transit services. But that’s just a start.

You wanted us to make sure that new services work as they should – Since the beginning of the year we have consistently followed-up our deliveries with a short questionnaire. This clearly tells us if there are any shortcomings in our implementation processes and assists us in taking direct action to rectify them.

You want fiber where your market is – We are continuously expanding our network to meet the demands of our customers. During 2015 we have so far added 9 new PoPs to our extensive backbone, and have more in the pipeline!

No Robots

You told us that one of the things most important to you is immediate feedback to your support questions – A major target for customer support feedback is that at least 98% of email requests should be answered within 15 minutes and all phone calls within 15 seconds.

Here we have made significant progress year-on-year, with email response rates (<15mins) improving from 47% (January – March 2014) to 80% (January-March 2015)
Since our goal is to answer 98% of all email requests within 15 minutes, we’re not quite there yet, but I’m sure you’ll agree that it is a massive improvement and a step in the right direction.
When it comes to phone response times, our ‘No Robot’ team is pretty much on target, with 98% of all calls between April 2014 and March 2015 answered in less than 15 seconds.

Finally, in recognition of the fact that we have made really good progress and developed an organization that is totally committed to improving customer experience, I was immensely proud to receive the award for Best Customer Care at last week’s World Communication Awards. The award was based on our progress and very strong customer testimonials. A firm desire to deliver an effortless customer experience lies in the heart of everything we do. I look forward to telling you more as the journey continues…