TalkTalk: Faster fibre and happier customers

TalkTalk, the telecom brand, targeted its users in the UK who were having a bad experience and successfully converted 10% of them into higher paying fibre customers.

Campaign details

Brand: TalkTalk Lead 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.