CCEN 5.5: Net Promoter Score by Learning Innovation Lab https://padlet.com/edtech_lab/4njnu5wffpdtpt16 What do you think your firm's NPS might be? en-us 2022-08-22 10:04:17 UTC 2025-04-24 08:04:35 UTC hello@padlet.com https://padlet.net/icons/png/1f5e3.png Top 3 reasons for customer recommendation https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2322700776 I would assume customers would recommend fixed line products of DT because of:
1.  High quality of service / network stability
2. Quality of customer service (accessibility, friendliness, resolution speed and rate etc.)
3. Trust in the brand]]> 2022-10-02 15:55:21 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2322700776 Reasons for recommendation https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2327848906 - Best network coverage 
- Early offer of 5G
- Price savings through add-on options, e.g. MagentaEins ]]> 2022-10-05 15:49:20 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2327848906 Misgivings https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2327859142 - higher priced compared to competitors
- due to the size confusing e.g. the customer center]]> 2022-10-05 15:54:59 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2327859142 NP Reasons https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328175005 - Best & most reliable network coverage (quality)
- Variety of Service channels (shop, hotline, digital)
- Brand reputation (market leader)
(Vanessa)]]> 2022-10-05 19:15:05 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328175005 Top 3 reasons for customer recommendation https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328276815 Best customer service in Telco industry
Technology leadership by adopting innovations
Brand reputation
(Thomas)]]> 2022-10-05 20:46:38 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328276815 Top 3 reasons to recommend https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328348076
  1. Simple, Reliable Services & Products
  2. Amazing Customer Service
  3. Unique, Innovative Products and Offers

Jovica Gjorggjeski
]]> 2022-10-05 22:20:28 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328348076 https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328870426 For recommending private customer products in Germany:
- best customer service
- best network
- trusted brand
For not recommending:
- expensive and other networks aren't much worse in most of the places
- low quality routers (hopfully not anymore with the new one)
- bad network while traveling (same with other networks)

Borja Alonso]]> 2022-10-06 06:56:45 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2328870426 For and against https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2330112858 Recommendation:
Completeness: All relevant content on one platform (Free TV, PayTV, great VOD selection, all relevant 3rdparty partners, great exclusive sports, documentaries, and fiction contents, …) – no buying anxiety
Simplicity: Overarching search across all own and (almost) all partner contents
Ease-of-use: Good, modern user interface & relevant feature set
Value: Price worthiness (good value)
 
Not recommending                                                                                 
Value: Price non-worthiness (no good value compared to the competition)
Quality: AV issues (choppy audio, pixelated video, streams breaking up, …)
Quality: Unstable software on the set-top box

(Winfried)
]]> 2022-10-06 22:07:03 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2330112858 Top-3 reasons for recommendation https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2331471282 (1) Individually addressing customer needs
(2) High business expertise
(3) Being there for the customer, solving his problem

Christian]]> 2022-10-07 19:56:53 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2331471282 Top three reasons https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2331496511
  • best network coverage
  • best customer service also based on objective tests
  • a well known brand which is reliable

    • (Florian) 
    ]]>     2022-10-07 20:35:36 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2331496511     Different NPS driver for different business lines https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2331870379 I think we at Deutsche Telekom have to differentiate here, because different businesses have different NPS drivers.
    In the B2C example, I see network quality and rates as the main loyalty drivers in mobile communications, while rates and service play a greater role in the fixed network. However, there are also things that can be found across the board that contribute to all lines of business, such as a convincing online presence, which increases loyalty and efficiency.

    Apart from the already mentioned drivers by my colleagues, my research showed some four customer experience trends, that can be key NPS drivers in the industry:

    1) Simplification: Eliminating hidden charges and reducing fine print to win back customer trust. The French company Free Mobile applied this and increased its customer base by more than 12 million and now holds an impressive 18 percent share of the French mobile market.

    2) Accessibility: From omnichannel experience to customer transaction history continuity, taking the steps to minimize customer effort is critical. According to Oliver Wyman's Next Level Customer Experience in Telecommunications report, "A key to delighting customers while providing differentiated service levels according to customer lifetime value (CLV) is identifying the customer and their context."

    3) Flexibility: locking the customer into a contract is another example of poor profit. Giving the customer the unrestricted ability to end the relationship may seem counterintuitive, but it gives them a much-needed sense of security.

    4) Personalization: a customized, personalized experience tailored to the customer can bridge the gap to loyalty. To offer unique customizations, operators should have the freedom to use all channels of customer communication - from anonymous forums and communities to direct, service-based interaction.

    Sources: https://customergauge.com/benchmarks/blog/telecommunications-nps-benchmarks-and-cx-trends

    Marcel Meyer

    ]]>     2022-10-08 12:22:19 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2331870379     Top 3 Reasons Why People Recommend or Not Recommend Deutsche Telekom https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332039930 Best network (pro)
    Great customer service (pro)
    Complicated processes and slow sometimes (con)

    Philipp Reuhl]]>     2022-10-08 17:13:44 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332039930     https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332063962 - Best network coverage and quality
    - Reliable customer service and troubleshooting
    - Fair pricing model and offerings for families
    - Brand reputation and social responsibility

    (Jan Bülles)]]>     2022-10-08 17:46:20 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332063962     https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332334785 (Felix) Top 3 recommend: 
    - Indeed the service. There seem to be an outdated image of DT being bad at service but the reality is: The most people I talk to had excelent service experiences with DT recently. 
    - Best reliability. 
    - Great bundle offerings like Magenta 1 or Magenta Family

    Top 3 do not recommend:
    - Also the service. As good as we are there are still enough bad service experiences for our customers we are still working on.
    - The price. 
    - Brand image. Lots of people still imagine DT as some dusty clerk office.]]>     2022-10-09 08:45:01 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332334785     NPS in telco industry (B2B & B2C) - retrospection & benchmark https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332355150 I agree with my peers that the NPS for DT varies between the different kind of businesses (e.g private mobile customers vs. large business customers have just different needs and enjoy different services). In B2B setup for large customer I work for customers recommend DT for 1) expertise (with legacy & new digital offers) & trust 2) ability to integrate different technical solutions and manage end-to-end  3) "German roots" - reliability & security.

    While researching on NPS topic I found an interesting article, stating that "The telecommunications industry has long underperformed in customer experience with B2B and B2C clients alike. With a NPS average of 31, telecom holds the lowest industry average"
    Why is that case? For decades, telecom companies focused on building the largest network and charging customers for service bundles through long-term, binding agreements. Most of the revenue came through voice traffic and long-distance calling.
    Remeber, DT has been in some quite comfortable situation with its monopoly power. However, times and life have changed. The industry as a whole is taking more and more steps in focusing on a more humanized customer experience. 

    https://customergauge.com/benchmarks/blog/telecommunications-nps-benchmarks-and-cx-trends 


    ]]>     2022-10-09 09:35:45 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332355150     Top 3 for Wholesale (Melissa) https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332387179 Reasons to recommend: 
    -Service
    -Reliability of network 
    -security

    Reasons to not recommend: 
    -prices 
    -Duration of delivery 
    -flexibility

    ]]>     2022-10-09 10:55:02 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332387179     B2B Business https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332432158 Recommendation: 
    - Extraordinary people who help with their expertise and think beyond the contractual paper 
    - Smooth project without any interruption or problems 
    - Also teach the people to interact with a system or the problem

    Non-recommendation: 
    - Delay and long negotiation for change requests to finish the project 
    - Solve problems as required 
    -

    (Philipp Reffgen ]]>     2022-10-09 12:38:47 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332432158     Recommendation: extra mile when looking for customized solution to be offered, price of our service, reliable support after pilot phase. Non-recommendation: fixed technology, not very fast implementation, complicated processes regarding data availability. https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332474563 (Katerina)]]> 2022-10-09 13:56:19 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332474563 Valentina https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332702718 Why to recommend:
    1) Well present in Germany
    2) Changes in simplification of tariffs (Magenta One)
    Why not:
    1) Slow service
    2) High prices
    3) Reputation of not customer oriented and not very transparent offers]]>     2022-10-09 19:23:03 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332702718     Top 3 https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332771304 Walid
    - best network with highest geographic coverage
    - best customer service
    - high company social responsibility

    ]]>     2022-10-09 21:13:13 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332771304     Reasons for recommendation: https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332801720 1) Quality of service (Network)
    2) Handling of personal data (data protection) - trusted brand
    3) Individual consultancy (B2B business with dedicated account managers who solve problems directly and are in continuous contact with customers)

    Oliver Strobel]]>     2022-10-09 22:25:47 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2332801720     Top 3 Reasons (Max) https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2333200591 1) Best network (reliability, availability, spread)
    2) Service (especially availability of physical shops nearby)
    3) Broad Portfolio (All-In-One)

    All these points, in my view, also pay off on the laziness of customers (similar to Netflix's earlier business model - video delivery to home). DT offers a network nearly w/o outages, good customer service and theoretically an all-in-one package (no need for multiple providers).]]>     2022-10-10 08:29:11 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2333200591     Top 3 Reasons (Daniel) https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2337502853 Positive:
    1) Best Customer Service
    2) Best Network in Coverage, Performance and Reliability
    3) Integrated solutions

    Negative:
    1) High Price compared to Competition
    2) Complicated Processes
    3) Brand Image]]>     2022-10-12 18:21:14 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2337502853     Enrico https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2338746584 Reasons to recommend:
    1. Network Quality
    2. Customer Service
    3. Trust]]>     2022-10-13 13:17:31 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2338746584     top 3 reasons why people do not recommend https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2341233810 (1) bad experience in service
    (2) to expensive regarding the expected value
    (3) product do not fit the expectations

    (Marcel B.)]]>     2022-10-15 09:25:45 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2341233810     https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2341548723 Suliman Al Awmaleh. 
     top reasons to recommend DT B2B organization: 
    1- One Stop Shop concept, we can offer customers with relatively all their needs around Mobile and Fixed communications as well as their IT needs together with our broad range of big partners. 
    2. Customer Services , especially in the B2B segment we enjoy good customer service levels. 
    3. and of course, the Best Network and coverage in Germany,. 

    ]]>     2022-10-15 22:08:33 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2341548723     Top 3 Reasons @T-Systems https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2342126899 Top 3 reasons why customers would recommend us:
    1) Strong relationships, collaboration & dedication of the employees
    2) If a systems and solution is in place and proved, T-Systems is a very reliable and long-term operation/IT service provider
    3) Offers flexibility in terms of contract interpretation and doesn't charge you every cable like IBM etc.

    Top 3 reasons why customers wouldn't recommend us:
    1) Slow and inflexible during the offer process
    2) Projects involve too many people & processes as T-Systems is very tailoristic ("Telekom Bus")
    3) Not a global player as Accenture, IBM, Capgemini etc. - Issues to deliver in remote places

    ]]>     2022-10-16 20:12:25 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2342126899     Top 3 DT Private Customers https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2351572804 Top 3 would recommend:
    - best network coverage
    - customer service
    - additional service offers

    Top 3 would not recommend:
    - prices
    - not enough flexibility (contracts)
    - shop experience (shop staff seems only be trained for sales not for helping customer)

    (Andrea B.)]]>     2022-10-22 11:10:30 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2351572804     Mario Erwig https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2355419349 1. Superior Network & reliability
    2. Free customer service & availability
    3. Trustfull brand & data privacy policies]]>     2022-10-25 13:16:20 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2355419349     Klaus https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2359728671 Top 3
    - network
    - service
    - product

    Bottom 3
    - price
    - self-service
    - complexity ]]>     2022-10-27 21:56:45 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2359728671     Chris Hols https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2362281436 Tops
    1. Best Network
    2. Great customer services across the channels
    3. Reliability

    Bottom
    1. Price
    2. Few useful innovation
    3. High fluctuation in products that are not core

    ]]>     2022-10-30 19:07:01 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2362281436     https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2368390309 Finance shared services
    Top 3
    - quality and on-time delivery
    - use of technologies
    - continuous improvements

    Bottom 3
    - no connection to customers' business
    - not listening to real customers' needs
    - silo organization

    ]]>     2022-11-03 12:54:51 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2368390309     NPS in telco industriy https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2406516220 the best infrastracture
    best customer service
    best price]]>     2022-12-02 11:39:08 UTC https://padlet.com/edtech_lab/4njnu5wffpdtpt16/wish/2406516220