THE CHALLENGE
Indara, a leader in digital infrastructure, has a growing portfolio of more than 4,700 mobile towers and rooftop sites strategically located across Australia with a focus on high-value metropolitan, regional, and rural areas. The Strategy Group partnered with Indara to deploy quarterly quarterly CSAT surveys to Indara’s customers and vendors.
THE APPROACH
Determine CSAT to understand how satisfied customers are with Indara, and their perceived strengths and weaknesses of the company.
Key activities included:
- Create questionnaire and validate with Indara
- Build database for deployment of survey
- Deploy online CSAT survey
- Detailed analysis of survey results and high-level comparison to previous scores
- Distillation of quantitative outcomes
- Prepare report and deliver to relevant stakeholders.
OUTCOMES
A tangible measure of customer’s satisfaction levels with Indara and opportunities for improvement.
Outcomes included:
- Comprehensive Customer Insights: Clear understanding of customer satisfaction levels and perceived strengths and weaknesses of Indara’s services.
- Data-Driven Decision Making: Detailed survey results and trend comparisons provided actionable insights for prioritising improvements and investments.
- Improved Internal Stakeholder Communication: Delivery of a structured report ensured stakeholders had a clear view of customer sentiment and actionable next steps.
