Focused on customer experience and always trying to deliver excellent customer services , customer satisfaction of Azercell subscribers increased in 2016. A based on the results of survery among Azercell subscribers used for customer care agent performance evaluation, the activities of Azercell Customer Service were highly evaluated.
Thus, the level of satisfaction on customer services increased from 79% in 2015 to 83% in 2016 The high performance has also proved itself in Customer Loyalty Index (Net Promoter Score)- Azercell has preserved its leading position in NPS score in local mobile telecom market during 2016. As known, in 2014 Azercell became the first company in Azerbaijan that started to measure the Customer Loyalty Index - NPS (Net Promoter Score).
This index measures the commitment of the consumer to a product or company (willingness-to-recommend index). By applying this unique assessment, Azercell proved its leadership in customer services which is a clear example of successful experience in the country. The application of this innovative model of customer loyalty assessment enables Azercell to further understand the needs of customers and align its future activities with their demands. In 2016 Azercell also improved its technical base to maintain and increase customer satisfaction, and worked on further training of the personnel. Azercell has always stood out for its innovative initiatives in the sphere of customer service. The company established first Call Center operating on 24/7 basis in 1998 and first Regional Call Center in Gandja city in 2009. Providing not only face-to-face service, but also virtual, online services to its subscribers Azercell is constantly improving the quality of customer experience. The company has won a number of awards for its exceptional services focused on customer satisfaction. In addition, Azercell visits and serves the subscribers who cannot come to Service Centers due to various reasons by sending its Mobile Customer Services right to their places which visited various regions and cities of Azerbaijan and met customer needs and expectations easily and promptly. The customers were provided with all services offered in Customer Service and AzEx offices. Azercell enjoys serving its subscribers at the largest customer service network –63 Front Office and Azercell Express offices and the largest sales network with 393 official sales points. These service and sales points operate all over the country to continuously provide Azercell customers with excellent services.
The leader of the mobile communication industry of Azerbaijan and the biggest investor in the non-oil sector Azercell Telecom LLC was founded in 1996. With 48% share of Azerbaijan’s mobile market Azercell’s network covers 80% of the territory and 99,8% of population of the country. Currently, 4,5 million subscribers choose Azercell services. Azercell has pioneered an important number of innovations in Azerbaijan, including GSM technology, advance payment system, 24/7 Customer Care, online customer services, GPRS/EDGE, M2M, MobilBank, one-stop- shop service offices Azercell Express, mobile e-service “ASAN signature”, etc. Azercell deployed first 4G – LTE services in Azerbaijan in 2012. According to the results of mobile network quality surveys of Global Wireless Solutions company and international systems specialized in wireless coverage mapping such as “Opensignal” and “Testmy.net”, Azercell’s network demonstrated the best results among the mobile operators of Azerbaijan.