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Cyprus Telecommunications Authority - CYTA

Cyta is a semi-government organization and considered to be the leading provider of integrated electronic communications services in Cyprus. They provide a broad range of services and facilities for voice and data applications in both fixed and mobile telephony. They currently operate 17 one stop shops around the island.

Until recently, CYTA used to deploy the standard "face to face" or "telephone interviews "  for capturing customer satisfaction towards CYTA as a leading organisation in telecommunications. Considering the highly competitive environment in the telecommunications sector in Cyprus and Cyta’s goal to provide the best possible customer experience in their newly designed shops, actionable and real time data is an answer! 

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The Project

Cyta managed to capture real time data and instant live feedback that reflected customer and service satisfaction on each and every one One Stop Shop by deploying Kiosk Surveys. The web-enabled devices provided real-time “voice of the customer” feedback at the point of-sale thus more reliable and actionable customer opinion!

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Benefits

- view results in aggregate or filtered down to the associate level faster than before, 
- view comparative results among the shops
- view areas of improvement quickly
- NPS scores comparison among shops
- Satisfaction metric's impact on NPS score



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