Telefónica, whose O2 brand has enjoyed success at the UK Customer Experience Awards, has announced a new deal to use crowdsourced data as its global standard for mobile network CX testing and benchmarking.
The firm has signed an agreement with the world’s largest mobile network data company Tutela, which collects over 30 billion crowdsourced network performance measurements from more than 250 million devices around the world every day.
This new agreement will enable Telefónica and its global operating businesses to make use of Tutela’s crowdsourced data and tools in each of its 17 active markets, and will enable the organisation to measure key mobile network performance indicators continuously, including signal strength and quality, download speed patterns, and device performance in order to make ongoing Customer Experience improvements.
Juan Manuel Caro, Global Director of Network and IT operations at Telefónica, said: “We are continually striving to improve the mobile experience of our customers, and using Tutela’s data and tools as part of our Customer Experience strategy will ensure our customers enjoy the best experience on our networks.
“Tutela’s global crowdsourced dataset will allow us to evaluate our main KPIs related to Customer Satisfaction as a function of different factors like the device, kind of connection, technology or location, in order to continue improving Telefonica Network Customer Satisfaction.”
Tom Luke, Vice President at Tutela added: “We’re thrilled that Telefónica has adopted our crowdsourced data, methodology and tools as its global standard for crowdsourced network performance benchmarking, expanding on the successful projects that we have already had with a number of their operating businesses. We will contribute our data solutions and expertise to assist Telefonica in making network investment and optimisation decisions which will have the biggest impact to their Customer Experience.”