HOW VIRGIN MEDIA O2 IMPROVES CUSTOMER NETWORK EXPERIENCE
Matias Quintanilla , Head of Customer Monitoring at Virgin Media O2 , shares how Ookla ® Spatialbuzz helps prioritise network improvements
Evolving network technology now makes it easier for operators to deliver lightning-fast network speeds and broad coverage . So how do the world ’ s leading mobile network operators differentiate their services in highly competitive markets ?
Virgin Media O2 has transformed their business by connecting data from digital customer interactions to the Service Operations Center ( SOC ). By partnering with Ookla , the global leader in network intelligence , and adopting the Spatialbuzz™ platform for customer-driven network improvement , VMO2 empowers their customers with self-serve digital tools — and provides proactive , transparent communication to customers . As a result , the operator has emerged as a leader in the U . K . for customer network satisfaction .
Network prioritisation driven by customer data
Every mobile network operator must manage ongoing service disruptions . Most prioritise network fixes based on traditional network alarms or escalations from the call centre . However , leading-edge operators like VMO2 know that network improvements should be prioritised based on the volume and severity of impacted customers .
Spatialbuzz provides consumers with a simple interface to check their network status and receive network updates . It connects this subjective network feedback with device radio measurements , and delivers the data to the teams who need it most : the Network Operations Centre ( NOC ) and SOC . By putting customer experience at the heart of their network operations , VMO2 delivers network improvements where they matter most to customers .
“ Spatialbuzz has made a tremendous impact on our customer satisfaction scores ,” Quintanilla says . “ We ’ re fixing and improving the things that matter most to our customers , faster . We are giving them crucial information at the right time — so that they don ' t even need to pick up the phone to tell us something ' s wrong .”
Happier customers on a better network
To the customer experiencing a disruption , clear and proactive communication means the difference between a happy customer and a dissatisfied customer . Since adopting Spatialbuzz , VMO2 has seen vast improvements in Net Promoter Score™ ( NPS ). Customers report a high level of satisfaction with the increased transparency of VMO2 ’ s messaging . By communicating that they ’ re working on the network — often before a customer even realizes there might be an issue — VMO2 delivers both a superior network experience and a superior digital customer experience .
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