ANNUAL INTEGRATED REPORT 2021
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ANNUAL INTEGRATED REPORT 2021 | AXTEL
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INITIATIVES TO IMPROVE
CUSTOMER EXPERIENCE
We created the Discovering Our Potential
(DOP) Dev Team focused on developing the
competencies of customer service agents.
CUSTOMER
SATISFACTION
Target
95
=1
AVERAGE INCREASE IN THE
NUMBER OF CUSTOMER VISITS
We also increased customer satisfaction
targets from 90% to 95%, achieving excellent
results. This was the product of strengthening
the competencies of executives in agility,
lean six sigma and management 3.0,
providing them with work tools that facilitate
management and change the figure of Boss-
Supervisor to that of Servant Leader.
Increase in 2020
57%
We involved Servant Leaders in initiatives
developed by the Dev Team to jointly define
actions to reposition Service executives,
developing and strengthening their
competencies.
1Q
97.25
2Q
97.50
We adopted agile frameworks and the SCRUM
methodology for the release of improvement
initiatives by sprints.
3Q
98.75
We implemented a plan of proactive
scheduled visits.
We built a model to analyze activities and
actions for which we contribute real value,
eliminating waste and generating a workload
balance.
We analyzed the results of customer surveys
when closing their requirements, where the
focus is on continuous improvement.
4Q
98.75
WE ACHIEVED
SATISFACTION LEVELS
OF 99% FOR ALL
TRANSACTIONS
Increase in 2021
96%View entire presentation