Mumbai: Vodafone Idea, a leading telecom service provider, has reported a significant improvement in customer satisfaction and a notable reduction in complaints through enhanced digital services.
According to Abhijit Kishore, Chief Operating Officer at Vodafone Idea, the company has successfully handled 60 percent of service requests digitally, marking a 20 percent increase from the previous year. The company's focus on reducing customer churn and enhancing service quality has yielded positive results, with a 17 percent decrease in non-network-related complaints and a noteworthy increase in the Net Promoter Score (NPS) from 47.1 to 55.7 within a year.
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By leveraging digital touchpoints such as the Vi App, Vi Mini Stores, and Vi Shops, Vodafone Idea said it has streamlined its operations and tailored solutions to individual customer needs.
Furthermore, the expansion of exclusive physical outlets and the implementation of specialized desks for customer redressals have contributed to the overall reduction in complaints, according to Vodafone Idea. With 70 percent of service requests now handled digitally, the company said it now focussed on operational efficiency.
Losing fewer subscribers is a positive indicator for the company following its Rs 18,000 crore fundraise from a follow-on offer last month, the largest ever by an Indian firm. The Company aims to invest in 4G networks to enhance connectivity for existing users and plans to launch 5G services to attract new customers.
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