Telecom Customer Experience Program
Leading Egyptian Mobile Operator — Egypt
Overview
Client: Leading Egyptian Mobile Operator
The Challenge
A major Egyptian mobile network operator with over 30 million subscribers was experiencing declining customer satisfaction scores and increasing churn rates. The company suspected inconsistent service quality across its 200+ retail stores but lacked objective, standardized measurement of the in-store customer experience. Previous internal audit programs had failed to identify root causes because store staff recognized auditors and altered their behavior during visits.
Our Solution
Ginger Research designed and implemented a comprehensive customer experience measurement program combining mystery shopping evaluations of all 200+ retail stores with a parallel quantitative customer satisfaction survey of 10,000 recent store visitors. Mystery shoppers evaluated 35 service touchpoints per visit, including greeting protocols, wait times, product knowledge, upselling behavior, and complaint resolution. The customer survey captured post-visit satisfaction, Net Promoter Score, and likelihood to churn. We delivered monthly dashboards with store-level rankings and identified the top five service gaps driving customer dissatisfaction.
Results
- Customer satisfaction scores improved by 23% within six months of program launch
- Identified staff training gaps in product knowledge that were contributing to 40% of negative experiences
- Reduced average customer wait time from 18 minutes to 9 minutes through staffing optimization recommendations
- Program renewed for three consecutive years based on measurable impact on churn reduction
Key Metrics
The numbers that define this project's impact.
200+
Stores Evaluated
10,000
Customers Surveyed
23%
Satisfaction Improvement
50%
Wait Time Reduction
Services Used
The capabilities we deployed to deliver this project.
CAPI Surveys
Computer-Assisted Personal Interviewing on tablets and smartphones with offline capability and real-time data sync.
Learn more →CATI Surveys
Computer-Assisted Telephone Interviewing from our Cairo and Istanbul call centers with multilingual capabilities.
Learn more →Mystery Shopping
Undercover customer experience evaluations across retail, hospitality, banking, and service environments.
Learn more →