We want to improve the customer journey for intact fibre orders and plan to test an idea to see if it has potential for improvement. The idea is that by testing the status of an intact ONT at the time an order is placed, we would proactively troubleshoot many ONT power issues. This would remove some pain points of the current customer journey and reduce the number of customers calling you. 

What’s happening

We are increasingly seeing more orders at addresses where an ONT is already installed (i.e. intact orders) compared to addresses where build is required.  We’ve noticed that the customer satisfaction for intact connections is significantly lower than fibre build connections.  We wanted to understand why that is the case so we could improve customer satisfaction for these types of connections, and after some investigation came up with some possible improvements in the provisioning process which we now want to trial.

This is all about pro-actively testing ONT status at the time we receive an intact order.  We know there are ONT issues with about 30% of intact connections. 

Trial overview

The trial starts on 22 July and will run for 2 weeks or until we’ve reached the target trial volume.  The target trial volume is 2,000 connection primary orders without CSE, where:

• the underlying ONTs have ‘Grey’ or ‘Black’ status; and
• we have been provided with a mobile contact number for customer placing the order.

[Note: This trial will focus on consumer orders only.]

Next steps & contact

More information on the trial process and screenshots of the communications are available on our Intact trial page. Your Chorus Account Leads can also be contacted for further detail.

Once the trial is complete, we’ll give you some insights into the results and our analysis against the measures of success. In addition, we’ll be interested in your feedback to help us compare our CX results with the results from your own CX survey (if you choose to run one in these circumstances).