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Understanding the B2B telco customer experience in less researched markets.

Case Studies

16th November 2023

Walnut Unlimited

Understanding the B2B telco customer experience in less researched markets.

Orange commissioned us for a B2B CX tracker, with the key challenge of moving the study online including using third party sampling solutions in less researched B2B markets such as Belgium, Slovakia and Romania. We provided proof of concept, and have since expanded the programme by doubling sample sizes.

The programme uses innovative methodologies, such as Reaction Time testing and an evolved pricing technique, alongside inclusion of key hot topics to inform strategy in each market.

The work is now more central to business planning than ever before and is used extensively within countries and at head office.

We have been working with Walnut for several years. They helped us at Orange Business to define and implement a Customer satisfaction observatory for Business customers in 7 European countries. Thanks to Walnut, we benefit from a large set of Customer satisfaction indicators (incl. NPS) twice a year. The results are essential to define action plans in the respective countries to improve our operational efficiency. Walnut have demonstrated robust B2B expertise which is instrumental to develop this project year after year. Finally, it has always been a pleasure to collaborate with a team of highly skilled and flexible consultants.

Patrick Luciano, Strategy & Market Intelligence Director – Orange Business 

Written by Walnut Unlimited Email Walnut Unlimited

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