Telecommunications Industry
Customer Experience & Service Delivery
How a telecommunications provider used customer service benchmarking and competitive research to identify experience gaps and prioritize service improvement opportunities.
The Challenge
A telecommunications provider sought to better understand how its customer service performance compared to peer and best-in-class organizations.
Leadership needed clarity on:
How their service model measured against industry benchmarks
Where customer experience gaps existed across channels
Which improvements would drive the greatest business value
The organization required a structured, data-backed assessment to prioritize service enhancements and investment decisions.
The Strategy
NRG designed a targeted benchmarking and competitive research initiative to evaluate the provider’s customer service performance.
The strategy focused on:
Comparing service performance against peer and best-in-class providers
Defining relevant customer service benchmarks
Identifying emerging service trends
Prioritizing value-driven improvement initiatives
The objective was to create a clear fact base to inform CX and service delivery decisions.
The Execution
NRG conducted competitor analysis, best-in-class benchmarking, and industry research to evaluate customer service performance.
The engagement included:
Competitive comparisons and structured research methodologies
Mystery shopping to assess service effectiveness and customer experience
Triangulation of findings across multiple data sources
Insights were synthesized to highlight key experience drivers and inform service model recommendations.
The Impact
The provider gained a clearer understanding of its competitive position and customer experience performance.
Outcomes included:
Identified opportunities to improve customer satisfaction, including discoverability across service channels and real-time support
Prioritized recommendations spanning immediate, mid-term, and long-term initiatives
Action steps to enhance web and help center content, service quality and speed, and channel expansion
With these insights, leadership was positioned to make informed decisions about where to invest for the greatest CX impact.
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