Big Picture has a great reputation in our business and are trusted partners and advisors.”We serve hundreds of thousands of customers across New Zealand with their Mobile and Internet services. As the business was going through a period of significant change, the Consumer team needed to quickly set business priorities that were deeply grounded in serving customers’ core needs. We had volume data about consumers but no reliable framework to make sense of it to determine the focus for the business and meet challenging targets.
Big Picture worked collaboratively to develop a predictive framework, starting with surfacing consumers’ priority needs. It reliably linked consumers’ perceptions to their intentions, behaviour and to the outcomes for the business in terms of revenue and NPS. Actionable business priorities were identified for driving customer recommendation. This resulted in the business trialing a new join Fibre customer experience and seeing a significant drop in those new join customers pulling out of the installation process, an extensive proactive comms campaign addressing a priority customer need, and a revised ongoing voice of customer measurement system. We can now confidently focus on delivering excellence on the issues that matter most to customers to earn their recommendation.