We Followed the Data—and Increased Our NPS by 33 Points

Delivering an exceptional subscriber experience is at the heart of everything Norvado does. It’s why we transformed our business with managed services—and it drives our continued innovation today.

That’s also why we decided to undertake a subscriber experience analysis. We wanted to understand what subscribers want from their service and how they feel about us. Moreover, we wanted data—rather than assumptions—to steer our business decisions. Norvado engaged Calix Business Insights Services (BIS) to run our first Net Promoter ScoreSM (NPS®) survey in 2022. The BIS team also examined subscriber experience data from Calix Cloud® to generate further insights about our subscribers and to identify trends. While our results were positive overall, the study revealed several areas for improvement. The BIS and Calix Customer Success teams mapped an action plan with specific recommendations to help us address any problem areas and move the needle on subscriber loyalty.
 

An Action Plan for Success

We just completed our second NPS survey and were thrilled to see our score increase by 33 points, an astounding 206 percent. Our customer service and support were the top drivers of positive sentiment. In fact, among respondents who mentioned service and support, the NPS was a stellar +91!
 

Having an action plan made all the difference—and here are three ways we used it to drive huge improvement.
 

• Educate, educate, educate. Subscriber education has been key to our NPS success. Across support, sales, and marketing, we put much effort into helping subscribers get the most out of their experience. A great example is our “Northern Nerd Technology 101” video series on YouTube. We partnered with a local tech influencer to explain everything from streaming to virtual healthcare. We’ve also hosted local, in-person events to inform subscribers about services. This education builds satisfaction and makes subscribers more self-sufficient, which helps reduce the burden on our support team.
  
  
• Dig into the numbers to improve the experience. By working with Calix, we see more than just the NPS—we can dig into subscriber experience data and metrics in Calix Cloud to drive continuous improvement. For instance, we can take a more detailed look into the reasons for truck rolls, support calls, first-call resolution, and total time to resolution. Service and support were a big positive in our most recent survey, and we intend to keep it that way.
  
  
• Engage with subscribers at every opportunity. We want subscribers to love the Norvado experience, no matter how long they’ve been with us. Communication is a big part of that. We don’t want subscribers’ only touchpoints to be their monthly bills or support issues. Now, our service representatives proactively contact subscribers two days, two weeks, and two months after installation to ensure they’re satisfied. And on subscriber service anniversaries, we thank them for their loyalty with a gift certificate or discount.

We are proud of our progress in just over a year, and we could not have done it without our partnership with the Calix BIS and Customer Success teams. But we aren’t stopping here. Delivering an exceptional subscriber experience is a continuous, deliberate process—and, with our action plan in hand, Norvado is excited to raise the bar even higher.
 

To learn more about subscriber experience analysis and using data to transform your subscriber experience, get in touch with the Calix Business Insights Services team.
 

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company Inc., Satmetrix Systems Inc. and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company Inc., Satmetrix Systems Inc. and Fred Reichheld.