Elisa selects Ciqual for 4G Customer Experience Insights

  • Measuring at the end-customer device identifies individual customer and wider network improvements
  • Elisa customers opt-in to join service improvement program. Best practise for future Customer Experience initiatives

Edinburgh, UK – 28th May, 2013 CIQUAL is pleased to announce Elisa, the market leader for mobile subscriptions in Finland, as the latest customer of its Customer Experience Measurement system. For Elisa, the CIQUAL system ensures critical user-affecting problems are identified, prioritised and quickly resolved through correlation of individual customer service performance measurements and customer subjective feedback.

“The CIQUAL system has provided insights on 4G end-customer experience that are difficult to gather from traditional network-based data sources”, said Matias Castrén, Director of Elisa Broadband Subscription Business. “We are already delivering specific improvements as a result of using Ciqual, including network software enhancements and engagement with individual customers to improve their user experience.”

“Measuring customer quality-of-experience from end-user devices will become the driving force behind mobile service quality improvements over the next decade”, said Tom Walls, CIQUAL CEO. “In choosing our solution, Elisa continues to demonstrate its industry leadership of improving mobile customer experience.” 

The CIQUAL system is delivered as a cloud-hosted solution. Web-based interfaces provide actionable insights on individual and aggregated user experience for use by Customer Service, Marketing, Networks and Devices Teams.

To find out more about the CIQUAL on-device customer experience solution and enquire about our start-up packages, please contact info@ciqual.com