Customer Satisfaction
Know how your customers feel: before they leave.
Overview
Acquiring a telecom customer is expensive. Keeping them happy is much cheaper. BlueRockTEL's Customer Satisfaction module gives you the tools to measure, understand, and act on customer feedback, systematically.
Key Capabilities
Surveys & NPS
- Post-ticket satisfaction surveys: automatically sent after ticket resolution
- Periodic NPS campaigns: quarterly or annual Net Promoter Score surveys
- Customisable questionnaires: build surveys with multiple question types (rating, multiple choice, open text)
- Dashboard: track satisfaction scores over time, by customer segment, by service type
E-Learning Tools
- Customer onboarding modules: help new customers get started with self-service guides
- Training content delivery: host video tutorials, PDF guides, and interactive walkthroughs
- Progress tracking: see which customers have completed onboarding vs. those who might need a call
Newsletters & Communications
- Targeted newsletters: segment your customer base and send relevant communications
- Service update announcements: notify affected customers about planned maintenance or service changes
- Unsubscribe management: GDPR-compliant opt-out handling
The Retention Loop
Satisfaction data feeds back into the CRM module:
- Low satisfaction scores trigger a follow-up task in the CRM for the account manager
- Customers who complete e-learning modules are flagged as "engaged", a strong predictor of renewal
- NPS detractors receive prioritised outreach before renewal time