Optimisation customer loyalty

Learn how a German telecommunications company established Experience Feedback culture to increase customer loyalty and improve new customer acquisition.

Success Story

With the integration of eTrusted, our telecom client was able to collect and analyse feedback from customers in an automated way at various touchpoints. Four touchpoints were defined: Contract signing, customer account login, tariff change and cancellation. With eTrusted, processes were optimised, customer service improved, and the recommendation rate (NPS) established.

In addition, the positive feedback is displayed in the online checkout process using the eTrusted widgets, which optimises website conversion.

Further benefits for the telecommunications provider​:

  • The Online reputation was sustainably optimised across all platforms.

  • The recommendation rate (NPS) was verifiably increased.


Our client is a German telecommunications company that has been an established Internet and mobile provider in Germany for many years.

Due to high customer expectations and increasing numbers of providers and offers, customer satisfaction is to be increased with the help of customer feedback.

Overview of success facts

  • 4 Touchpoints

  • >780 Feedback count​

  • 4,47 Stars


Reference testimonial

"Our customers are our focus. In order for our customers to be satisfied, we must first and foremost ask what is important to them. We do this with eTrusted and thank them for their great support."

(Managerin Business Development​​)

Referenzen Homepage etrusted

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Do you have any questions?

Information on the processing of personal data by Trusted Shops AG can be found in the data protection information.