SurveySensum

Indosat did 20 times more surveys in the last 6 months than in the past 1 year.

100K
USD saved on research

10X
response rate increased

20X
survey rate increased due to quick analysis

The best thing about SurveySensum is its simplicity. The user interface is so simple, that it made creating questions very easy, even for a new person. And their customer service is exemplary.
Numan Ardhi Nugraha
Product and Customer Insight
Indosat

How did Indosat start doing their analysis in real time?

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Here's a quick summary.

The Objective

Indosat’s CX team wanted to communicate with the customers seamlessly without overwhelming them with too many surveys or communication materials.

The Challenge

Previously Indosat had a team of 7 for calling their customers out to gather their feedback. The response rate was extremely low as the people didn't respond and the analysis took days.
Moreover, customers were annoyed with Indosat’s multiple emails and surveys that were being sent to them.

The Solution

Indosat shifted to WhatsApp and other online surveys. Not only were they able to limit the number of surveys and emails sent to each customer, but they also started receiving real-time feedback. And customers were so happy with this approach that their response rate was boosted by 10 times.
Now, with too many responses came the challenge of analysis. Well, that was sorted by Text Analysis. As soon as the feedback starts coming in, text analysis automatically starts tagging those responses and gives top trends and sentiments for the customer in just a few minutes.

How did they leverage SurveySensum surveys?

They started surveying to test a new product in the market.

How did they leverage SurveySensum surveys?

They started surveying to test the pricing of the products.

How did they leverage SurveySensum surveys?

They started surveying to test the new concept.

How did they leverage SurveySensum surveys?

They started surveying to analyze the store performance, agent performance, purchase channels, and more.

How did they leverage SurveySensum surveys?

They started surveying to gather customer feedback on their international roaming experience.

How did it solve the problem?

Satisfied Product Team: The product team started receiving regular feedback. This helped them identify, analyze, and fix the issues on the regular basis.
Increases Response Rate: The response rate increased by ten times.
Happy Customers: The customers stopped complaining about the number of surveys and emails sent to them.
Increased Survey Rate: In the last 6 months, they were able to do 20 times more surveys than they used to do because of the quick analysis.

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Indosat Ooredoo is a telecommunications provider in Indonesia which is owned by Ooredoo Hutchison Asia, a joint venture between Ooredoo and Hutchison Asia Telecom Group (a part of CK Hutchison Holdings) since 2022. The company offers wireless services for mobile phones, and to a lesser extent, broadband internet lines for homes. Indosat operates its wireless services under two brands: IM3 and Three (3). These brands differ in their payment model (pre-paid vs. post-paid) as well as pricing. Indosat also provides other services such as IDD, fixed telecommunications, and multimedia. It is now the second-largest mobile telecoms business in Indonesia.
Industry
Telecommunications
Region
Indonesia
Company Size
Large size
Business Type
B2B, B2C

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