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Prepaid detractors, Ticino
Prepaid NPS surveyEvery prepaid customer who answered
38%
SurveyContact-centre callsTranscribed, in every language they were held in
27%
CallsSupport ticketsFrom Zendesk, billing and network
21%
TicketsApp Store and Google Play reviewsThrough the reviews connector
14%
ReviewsPrepaid churn cockpit
Revenue at risk, a yearCHF 184k96k in July
Detractor share41%37% in July
Prepaid NPS2124 in July
Top-up CSAT58%71% in July
What detractors complain about
Detractors by canton, top-up delay
Ticino41%+10 pts
Graubünden34%+7 pts
Valais31%+6 pts
Zürich28%+4 pts
Action plan: top-up confirmation delay
Costs CHF 15k in goodwill credit, protects CHF 184k a year
Credit the delayed top-ups, with a goodwill creditInner loop, by SMS in their language
Lukas Weber
ProposedSMS to Luca Bernasconi, in Italian
Ciao Luca, la tua ricarica del 12 settembre è arrivata in ritardo. Ci scusiamo: ti abbiamo accreditato CHF 20 e un bonus di CHF 5.
Hi Luca, your top-up of 12 September arrived late. We are sorry: we have credited CHF 20 and a CHF 5 bonus.
Fix the top-up confirmation timeoutOuter loop, payments team
Jonas Lindqvist
ProposedWatch their churn every weekLive agent
Scoty
ProposedPrepaid customers at risk, Ticino
CustomerComplaint riskLast saidPlan
Luca BernasconiLugano92Critical“Two top-ups never arrived.”Credit
Giulia RossiBellinzona88Critical“Third time the top-up hangs.”Credit
Marco FontanaLocarno81High“Thinking of switching.”Credit
Elena BianchiMendrisio77High“Support had no answer.”Credit
618 customers with a delayed top-up, 214 of them at high or critical risk
How the answer was checked
Quality Auditor, confidence96 / 100
Read-only query, 412 rows, 0.8 s
SELECT driver, COUNT(*) FROM prepaid_feedback
WHERE canton = 'TI' AND sentiment = 'negative'
GROUP BY driver ORDER BY 2 DESC- All four sources point to the top-up delay
- The rise holds every week since July
- Postpaid customers in Ticino show no rise
- Network quality rises too: kept as the second driver
What prepaid customers in Ticino say
SurveyItalian
“Ho ricaricato 20 franchi e il credito è arrivato dopo due giorni.”
I topped up 20 francs and the credit arrived two days later.
TicketItalian
“La ricarica risulta pagata ma il saldo non cambia.”
The top-up shows as paid but the balance does not change.
ReviewGerman
“Aufladung hängt seit Tagen, kein Rückruf.”
Top-up stuck for days, nobody called back.
ReviewEnglish
“Top-up never confirmed, had to pay twice.”
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