Investor Presentaiton
Company Profile/AXTEL/Services and Technology/AXTEL customer satisfaction assessment
AXTEL Customer
Satisfaction Index 2011
Segment
Average*
Corporate
4.9
Enterprise
4.01
Government
4.05
Business
3.93
Residential
4.47
*On a scale from 1 thru 5
These measurement exercises provide relevant information for our analysis and
decision making:
Customer Satisfaction Index by segment, with which we carry out the analysis to
verify our continuous improvement.
• Net Promoted Score (NPS®), is a value that indicates the degree of customer
recommendation regarding service and enables us to benchmark with international
references and from different industries.
• Analysis of attributes and their importance in the moment of truth evaluation, as
well as key drivers for our customers.
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