This document discusses implementing a bottom-up Net Promoter Score (NPS) program at Kyivstar mobile operator in Ukraine. It outlines that the program will focus on both quantity and quality of customer feedback to identify issues, and success requires getting management buy-in. It recommends starting with NPS champions, showing early results to prove the financial impact, and getting management emotionally involved by touching on important topics and praising progress. The program aims to collect over 1,000,000 customer responses this year to improve the customer experience at Kyivstar.

1. I love people

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Me – Oleg Koss
• Engineer in telecommunications & MBA
• Telecom experience since 2006
• Worked in Sales, Marketing and New
product development
• Fixed & mobile operators, leaders and
challengers
• Head of СЕМ in Kyivstar since Dec 2014
• I love people

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Ukraine
• At war
• Annual GDP per capita: $2081USD
• Inflation: 38% (2015)
• Currency devaluation:
8 UAH/USD to 23 UAH/USD (2014-1015)
• Annual interest rate: 27%

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Telecom Market
• 3 operators, prepaid
• ARPU: $1,8USD
• Monthly churn: 1,8%
• Average NPS on the market – above 20%
• No MNP
• 94% onnet traffic
• National UMTS licenses granted this year

5. Fix poor experience
Customer centric
culture
New product launch
Key journeys re-design

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Bottom-up NPS!
Interaction
• Call centre
• Retail
• Usage
Survey
• CSAT
• CES
• NPS
• Verbatim
Alert
• Low CSAT, NPS
• Actionable
comment
Call back
• Solve issue
• Learn about
problem
• Have a solution
Fix
• Supervisor
• Marketing
• Engineer
• Director

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Success factors
quality & quantity

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Why quantity?
Business impactSize the issue Priority

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How many?
• 100+ responses per each frontline
employee
• 1000+ responses/period per
product/service
• 1000+ responses/period per region
• > 1 000 000 responses this year!
• We analyze absolute relative figures!

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What is “quality”?
• In-depth interview, not simple query
• True insight, not generally accepted answer
• Not only “ description of pain”, but also
prescription on how to solve the issue

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How to achieve quality?
Recruiting
• What would you
change?
• How to make a
customer
happier?
Development
• Describe business
logic
• Provide regular
feedback
• Take them “back to
the roots”
Motivation
• Solve problems
• Bring positive
emotions
• Lead from the front

13. How to get management buy-in?

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Rationale: money
Start with
NPS
champions
Show early
results.
Money
Ask for
money
Prove
NPS - $$$
relation

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Emotion: involvement
Touch hot
topics
Tell the joke
Introduce to
client
Praise

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Avoid pitfalls
• This is a marathon, not sprint
• Ask open questions
• Do not solve tactical issues
• Present robust data
• Work on the quality of insights