Fibre customer experience

Our vision of the installation experience is that a consumer feels:

  • That having fibre installed is easy and convenient.
  • That their service expectations are met or exceeded.
  • Informed throughout the process.
  • In control throughout the process.

To create this outcome for consumers, we've developed five key principles:

Customer led:  Is consumer experience driving our decision making?
Open data:  Is critical data and information available where it adds value to the supply chain?
Technology enabled:  Is supply chain technology enabled end-to-end?
Agility and change:  Are the best improvement ideas promoted and rapidly developed?
Outcomes focused:  Does the consumer decide when the job is complete?

These principles influence all short and long term initiatives that we are developing. However, we also need to make changes to our operating model to deliver a step change in the fibre experience.


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