Customer satisfaction

Swisscom mea­sures the satisfaction of residential and business cus­tomers twice a year, and that of wholesale cus­tomers once a year. The metric used is the extent to which cus­tomers are willing to recommend Swisscom to others and the related Net Promoter Score (NPS). The NPS is cal­cu­lated from the difference between ‘promoters’ (cus­tomers who would strongly recommend Swisscom) and ‘critics’ (cus­tomers who would only recommend Swisscom with reservations or would not recommend the company). Swisscom conducts the following surveys among residential and business cus­tomers:

• The Residential Cus­tomers segment questions callers to the Swisscom hotline and visitors to the Swisscom Shops regularly about waiting times and staff friendliness. Product studies also con­tin­u­ously survey buyers and users to determine product satisfaction, service and quality.
• The Business Cus­tomers segment conducts surveys among cus­tomers to measure satisfaction along the customer experience chain. Feedback tools are im­ple­mented at relevant customer touchpoints to enable IT users to submit feedback or enter their comments in the order system after each interaction with the service desk or after placing orders. Cus­tomers can also assess the quality and success of their projects on completion.

In view of the tougher com­pet­i­tive en­vi­ron­ment, the NPS in the residential customer segment has remained stable at a good level – particularly compared with the competition. The NPS for business cus­tomers remains at a very high level. The results of these studies and surveys help Swisscom formulate direct mea­sures to further improve its services and products. They also influence the variable per­for­mance-related component of re­mu­ner­a­tion for employees and management.