Determining Optimal Value-Added Services

A national telecommunications company was seeking to enhance their home internet and mobile offerings by adding a variety of different value-added services. To determine the most effective services to offer to new and existing customers, the company sought insights from multiple metrics across more than 20 different options.

We recommended utilizing our Tandem MaxDiff methodology to effectively test multiple metrics without overwhelming survey respondents. We also identified which services were most unique and different from the competition. Digging a bit deeper, we were able to evaluate the combined impact of offering multiple value-added services to generate the most significant influence on customer selection. Using this multi-faceted approach, we determined the ideal portfolio of value-added services most likely to drive customer interest in home internet and mobile offerings.

Through the Tandem MaxDiff approach, we grouped the value-added services into four categories based on their level of influence and uniqueness. This categorization allowed us to determine a prioritization schedule and path forward for our client, based on their impact on customer acquisition and retention. With our guidance, our client was able to identify and include the most compelling value-added services in their home internet and mobile offerings. This resulted in improved customer satisfaction and a competitive edge in the market.