Campaign details
Brand: TalkTalkLead agency: The&Partnership
Campaign Overview
TalkTalk had households on the wrong product, with limited capacity that no longer matched their needs - and there was no way to identify them.
Customers were unhappy with their speeds, meaning low satisfaction and a high churn rate. TalkTalk needed to convince them that fibre was the right product for them.
Strategy
TalkTalk built a revolutionary data feed called the Service Index to identify customer broadband issues.
Like a "broadband MOT", it uses data from across the business to profile customers' broadband performance and identify service issues.
The...