Our customers interact with us in several ways: in person, on the phone, through digital platforms like our website or MyProximus. By improving these customertouchpoints and offering hasslefree interactions, we are committing to exceeding expectations every time customers are in touch with us.
Our continuous effort to optimize our digital tools – while maintaining a human approach – brings us closer to our customers and drives our Net Promoter Score.
Acting upon customers feedback
We have taken great strides in improving and redesigning our customer journeys, calling on our customers themselves. Our approach ensures that we include our customers from the start of the design process and guarantees that we build an intuitive, digital-first customer experience.
Through "Voice of the Customer", our customer feedback platform, we collect and analyze residential and enterprise customer feedback. This allows us to act on it swiftly. In 2023, we furtherrolled out "Voice of the Customer" dashboards for all customer-facing employees and launched several surveys for enterprise customers.
We also set up an “Executive Advisory Board” with some of our key enterprise customers to capture their feedback on strategic topics and foster a closer customer relationship. We have also developed a customer experience dashboard to map and track the drivers of customer satisfaction and dissatisfaction, enabling root cause analysis and preparation of action plans.
This has allowed us to greatly improve the customer journey, primarily focusing on administrative and technical assistance journeys. For instance, the digital interactive bill and advanced analytics recommendations for our customer-facing agents have enhanced the assistance journey for residential and enterprise customers.
Proximus+
Proximus+ has been launched for our residential and small enterprise customers, an enriched version of the MyProximus app. The app includes all features previously available in MyProximus to manage telco products, and it also offers services in domains like mobility, energy and healthcare.
Small enterprises can access both Proximus+ and MyProximus Enterprise. Medium sized and large enterprises will continue to use MyProximus Enterprise.
Proximus+: the upgraded MyProximus app
Proximus Assistant
Since August 2022, our Proximus Assistant has been available to our customers via chat (chatbot), and since March 2023 it has also been available by phone (voicebot).
This automated support offers our customers even greater flexibility in managing their services and solving technical and administrative issues. It guarantees a 24/7 response, while maintaining interactivity and a personalized service.
Mobile network experience
Capitalizing on the spectrum acquired in 2022, Proximus is continuously optimizing its mobile network, to offer the best experience on the market. We are currently implementing a huge mobile network modernization project aimed at improving the mobile experience by increasing capacity through the roll-out of 5G.
Early 2024, the telecom regulator BIPT released the results of its annual drive test measurement campaign, providing a comprehensive overview of the quality of mobile networks in Belgium. The study shows that both our 4G and 5G mobile networks excel on download speed, surpassing our competitors. These results are a recognition of our ongoing investments in our mobile network.
High-speed Internet
With our Multigigabit technology, we offer the fastest Internet via fiber, setting us apart from our competitors. This Multigig technology has been integrated in the fiber offerings for our residential, business and wholesale customers. Depending on their needs, customers can choose between 3 superior internet speeds, up to 8.5 Gbps download/1 Gbps upload everywhere that fiber coverage is available. For business customers, the upload speed offering goes up to 1.5 Gbps.
Thanks to the combined use of Wi-Fi 6, the latest Wi-Fi technology, and our new Wi-Fi boosters, we continue to improve Wi-Fi coverage and to guarantee the best experience at home and in the office.Our Smart Wi-Fi solution monitors the Wi-Fi experience of our customers remotely and suggests, by means of the MyProximus app, proactive actions by which to improve it. In addition, Smart Wi-Fi manages all connections and automatically adapts to provide customers with the best Wi-Fi coverage at home.
Digitizing our sales channels
Multipurpose screens in shops
Using our digital screens, customers have easy access to all the information they need to make the best choices. Options include a "pack recommender" tool, a price catalogue (for packs, promotions and specific devices), a comparison tool for mobile devices, the possibility to order a wide range of accessories and direct access to the Proximus website.
Omnichannel shopping baskets
Customers typically start a shopping experience online, and sometimes finish it during a shop visit (or vice-versa). For that purpose, we have digitized interactions with customers across all sales channels through virtual shopping baskets. Customers can consult their baskets anywhere and anytime they want and complete their orders as soon as they finalize their decisions.
Balancing digital and human interactions
Our vision is to combine the best digital technology with the best human interaction to provide the most efficient customer experience.
Thanks to the digitalization efforts mentioned above, our experts can focus on assisting our customers who have more complex questions.
Sales people in our Proximus shops play a crucial role for customers who feel more comfortable with face-to-face interactions. We focus on maximizing the positive impact of these interactions and we reinforced the first-time right approach.
Net Promoter Score (NPS)
We measure our clients’ brand recommendation with the NPS; a widely used market research metric. We ask customers how willing they are to recommend our brands to friends and family. Their responses give us insight into their brand loyalty. In the residential market, Mobile Vikings maintains the highest NPS score of the mobile market, while Scarlet holds the highest NPS score of the fixed market. Proximus' NPS for convergent customers remained largely positive but came under pressure due to the inflationary price increases.
In the enterprise market, accounted customers showed a positive evolution in NPS, mainly thanks to the good customer service provided by our account teams.
