The recommendation rate of Elisa's consumer customer service has risen by 30 percentage points over a period of three years. According to a recent survey, the use of Elisa's services is also considered easier than before. These achievements are based on a combination of feedback received from customers and Elisa's long-term development work aiming for increasingly efficient customer service.
Elisa's consumer customers are increasingly happy with the company's customer service. The rate at which consumer customers would be willing to recommend Elisa has risen by 30 percentage points over the past three years.
At the same time, the use of Elisa's services is considered easier and requiring less effort from customers than before. The CES (Customer Effort Score) index, developed by CEB and which describes the ease of customer service, has risen from 40 to 70 percentage points since 2014.
The average CES comparison figure for the telecommunication industry is 55 per cent.
"We've engaged in long-term work to ensure continuous improvement so that our customers are provided with customer service that is second to none. The feedback we receive from our customers is of utmost importance in this development work," says Jukka Lehto, Elisa's vice president in charge of customer operations.
The research was carried out in cooperation with CEB, a leading best practice insight and technology company, with which Elisa has been looking for new ideas to improve and enhance customer service. The figures describing the development of Elisa's customer service derive from a survey conducted by CEB.
"The cooperation provides us with important data on the development targets of our customer service in comparison to other companies providing excellent customer service, for example,” says Lehto.
"The development of a service's ease of use starts from a company's commitment to development work. CEB's Effortless Experience™ Dashboard has allowed Elisa to identify aspects of the service customers would like to see improved. The work aiming to develop effortless customer services has also produced results,” says Lara Ponomareff, practice leader at CEB.
Jukka Lehto, Vice President, Customer Operations, Elisa Corporation, tel. +358 50 430 7059, email@example.com
Elisa is a telecommunications, ICT and online service company serving 2.3 million consumer, corporate and public administration organisation customers. Elisa provides environmentally sustainable services for communication and entertainment, and tools for organisations to digitalise their operations and improve productivity. In Finland, Elisa is the market leader in its field. Cooperation with Vodafone and Telenor enables globally competitive services. Elisa is listed on Nasdaq Helsinki Large Cap with approximately 200,000 shareholders. In 2016, Elisa’s revenue was 1.64 billion euros, and the company employed 4,300 people. www.elisa.fi
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