Telenor’s corporate responsibility report
Their opinion reaches us as an evaluation
and a comment if they would recommend us
to their relatives and friends. The causes are
then analyzed, and the results are summa-
rized. Based on this, clear conclusions can be
made about the improvement areas where we
can invest in order to improve the satisfaction
of our clients.. Our main goal is to win the cus-
tomer’s trust and to build loyalty within long-
term relationships.
*Based on data from the independent marketing research by research agency
TNS BBSS – Brand Tracker 2014.
PROACTIVE APPROACH TO KEEPING THE CUSTOMER INFORMED
The program for network renovation was not only an operational decision to upgrade the
company technology but a strategic initiative. We undertook regional information cam-
paigns towards the customers well in advance of the project. We used a variety of commu-
nication channels (such as SMS for example). The main messages we wanted to convey to
the customers is that we start a large-scale project of full swap and upgrade of our network
and the project‘s goal is for us to be able to secure even better network coverage, higher
quality of the services offered, faster data speed, as well as new products and services. Our
overall approach to customer interaction was reviewed very positively by our subscribers
and throughout 2014 our users continued to evaluate our Call Centre as the best in the
Bulgarian telecom market.
Marketplace
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