Company: Vodafone Espana
Entry submitted by: Gustavo Casado (Piquio) Social Media Specialist
Community: Foro.Vodafone (http://foro.vodafone.es/)
Lithy category: Social ROI Titan
Vodafone Group is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of March 31, 2014.
In 2014, we established three main KPI's:
1) NPS
2) Resolution rate
3) Customer journey
We set our goal to increase at least 10 points of improvement in NPS and resolution rate in the year ahead. We needed a customer profile for creating links and conversations with different customer's segments.
Due to this policy through our Lithium-powered Community, we moved not just 10 points but more than 20 points at the end of the fiscal year!
Results:
1) Our NPS increased by 20 points.
2) Our resolution rate moved from negative results to 40 points positive!
3) In including differenciated new ranks and roles, we improved our communication with customers, bringing in more than 20% of new users!
In addition, LSI gave us the chance to extract the most mentioned keywords and topics that are nowadays used by our fraud and complaints departments to improve the satisfaction score of the company.
