Swisscom runs its Voice of the Customer platform inside its own data centres.
Cloud-native software on Kubernetes, hosted on premise. Feedback from 116 shops, digital channels, the contact centre and field service arrives in one place, under Swisscom's own control.
The old feedback tool was no longer supported
Swisscom is the leading ICT company in Switzerland. It runs one of the most modern digital infrastructures in Europe, around 116 physical shops, and service channels that reach from customer care to field service.
The proprietary feedback tool in use had reached the end of its life. It could not keep up with the demands on agility and on connecting systems together. At the same time, a six-figure number of responses a year from around 40 surveys had to be handled.
One requirement made the search difficult. For compliance reasons, the data could not leave Swisscom's own data centres. What was needed was a cloud-native application on Kubernetes, hosted entirely in a private on-premise environment.
Cloud-native software, hosted in Swisscom's own environment
The answer was sandsiv+ as the central Voice of the Customer backbone. The architecture was built in close partnership and leaves Swisscom in full control of its data and its administration, while staying scalable.
The platform is now the single source of truth for feedback management. It brings together data from websites, apps, the contact centre and the shops. Integration reaches into the SMS gateways and the CRM.
Event triggers replaced fixed survey waves
Survey fatigue is a real problem in telecoms. Swisscom dropped rigid survey waves and put an event-driven logic in their place. Triggers in the IT systems fire a survey at the moment it is relevant, after a house move, a contract change or a service contact.
A quarantine rule runs in the background. Customers who deal with Swisscom often are not asked over and over again.
Two loops, one for the customer and one for the process
- Inner loop. A customer reports dissatisfaction and an unresolved problem after a contact centre call. A callback is triggered proactively. Team leaders use the same feedback to coach their advisors.
- Outer loop. The data is aggregated to find systemic weaknesses. Product and process owners analyse the results in monthly working groups and change the journey itself.
“We close the feedback loop quickly in the inner loop and sustainably in the outer loop. We do not only see the room for improvement in the problems. Direct, positive customer feedback is one of the biggest motivators for our front-line teams. With sandsiv+ we have the technological basis to make these customer voices audible across all channels in a harmonised way.”
Praise reaches the person who earned it
When customers name an employee in a free-text field, that feedback is passed on to the person concerned. It is a strong motivator and it strengthens a customer-oriented culture. On a platform built to find problems, this turned out to be one of the most valued features.
Journey management, then large language models
The programme is not a finished project. Swisscom and sandsiv+ meet every two weeks to develop it further. Alongside touchpoint optimisation, the focus is on connecting the programme to journey management, so that micro and macro journeys add up to one consistent experience.
The next technical step is on the roadmap. Unstructured text feedback is currently clustered with in-house development and manual analysis. Large language models will take over that work, to map trends and sentiment faster and more precisely. Swisscom feeds operational input straight into the product roadmap.
Source: Swisscom case study published in the CEX Jahresreport 2026 (Swiss Customer Experience yearbook), January 2026. Figures and quote as published, with client approval.