OREANDA-NEWS. October 4, 2011. VOLIA, leading national cable TV and high-speed internet provider, has embarked on a major transformation program in order to improve its Customers Service, which is the number one priority within new company’s strategy. To make sure that VOLIA is moving towards its goals, VOLIA is introducing a Customer Satisfaction Barometer to evaluate the satisfaction of its Clients every time after they contact the company.

Eric Franke, VOLIA CEO, comments: ‘We at VOLIA are investing a lot to provide our Customers with the best products and services. Our Customers Satisfaction is the number one priority for our company. To ensure customers’ satisfaction VOLIA has 26 projects in work, which are aimed to optimize internal and external processes and as a result improve the way the company interacts with customers, and provides high quality of service. Our Customer Satisfaction Barometer will allow us on daily basis to assess the overall customers’ satisfaction level in order to identify areas for further improvement and ensure the progress towards the company’s goals".

VOLIA initiated the Customer Satisfaction Barometer in order to evaluate its customers’ satisfaction every time after they contact the company. It is also one of the main indicators for evaluating the efficiency of partners’ performance. Among important parameters that are evaluated by the Customers are the following: punctuality, right first time, quality, politeness and competence of VOLIA personnel, and these are only some of KPIs to ensure the program’s efficiency.

Satisfaction is measured by scale from 1 to 10, where 10 is being excellent. According to the results of August, 2011, VOLIA’s customers scored servicing at 7,63. The first results are encouraging. It shows that VOLIA is on the right track. It is close to company’s plan of achieving 8 scores in the end of 2011. VOLIA intends to publish CSAT results every month.

The Customer Satisfaction Barometer reflects customers’ opinion and is an important part of a complex transformation process, which has started in the company several months ago. The main objective that VOLIA is pursuing is to improve customer service by making the process of interaction with the company simple and convenient. Among the improvements within the Customer Care Program is the project "Right First Time", to ensure solving customer’s problem during the first contact with the company. Another example is automation of paper workflow at contact-centers to ensure customers’ convenience and process efficiency. Other examples are project "Welcome Pack" to help customers to better understand products and provide useful self-care tools, and project "Early Life Team" — a team of the best experts that closely follow new customer during first 3 months after connection to the services. The Customer Care improvement program was developed by VOLIA experts. Deloitte assists in the project by mobilizing world experts and providing analysis of the best practices that were used by leading global providers.

VOLIA has embarked on major technical upgrade in order improve quality of products, which is another key priority of the company. Some of the first results include increasing Internet speeds up to 4-5 times in September for new and exciting customers, further introducing of DOCSIS 3.0 protocol in regions (Sevastopol, Lviv, Vinnitsa, and Donetsk) and providing speeds up to 150 Mbps. Company will invest about UAH 300 million during next 3 years in technical upgrade.