Telecom Intelligence
Customer Experience
NPS, complaints, care performance and digital experience signals.
Executive summary
Digital self-service adoption is growing and helping offset care demand. Source unavailable for other figures.
Key indicators
Digital self-service
42%
+3ppvs prior month
Issues requiring attention
Care wait time 11 min
high priorityTarget 4 min; CBD outage call surge.
Owner: Head of Customer Care
Drill downRepeat contacts on billing
medium priorityBilling queries drive 31% of repeat contacts.
Owner: Head of Billing
Drill downNPS down 2 points; care wait times +35%
medium priorityElevated churn propensity
Owner: Head of Customer Care
Drill downPerformance analysis
NPS
Monthly actuals, Apr–Sep
Complaint categories (%)
Source unavailable — this breakdown has no stored record.
Actual vs prior and target
Current period, KPIs measured in %
NPS trend
NPS by month, Apr–Sep
AI Advisory
- Shift 20% of care volume to self-service
- Proactive outage notifications
Value realization
| Metric / outcome | Value type | Baseline → target KPI | Expected | Actual | Variance | Realization | Status |
|---|---|---|---|---|---|---|---|
Care cost reduction via self-service FY2026 · Head of Customer Care | Cost reduced | 42 → 55 KPI for: Care cost reduction via self-service | USD 400kConditional projection · Method unavailable | USD 90kLegacy recorded amount — excluded from current reporting | Not verified | Not verified | On track |
Evidence
Detractors cite network reliability most.
Source: Survey panel
Source unavailable
Source: Care platform
Methodology
- Combine survey, care and network experience data
- Classify complaints by root cause
- Track digital channel adoption