Sunrise Communications : Excellent service needn’t hide from the spotlight

'Our strategy is as simple as it is demanding: The best network quality, the best service, and innovative, convergent products. This might sound simple, but it requires great commitment, targeted investments, and a drive to keep improving for our customers. Having developed our mobile network into a global benchmark for quality, we are also leading the pack in NPS in our customer service teams and Sunrise Shops. Customers give us very high scores. This is not only reflected in our NPS, but in surveys by various leading publications, in which we clearly outperform the competition. We want to share our success and allow our customers to have their views heard publicly - exactly as they said it', explains a delighted Olaf Swantee, CEO of Sunrise.

Going the extra mile for customers is one of the cornerstones of company culture at Sunrise. Customers are excited about this, as evidenced by ongoing NPS results. Sunrise NPS ratings have gone up by more than 75% since January 2018 in its customer service teams and Sunrise Shops. Approximately eight out of ten customers who contacted customer service or visited a Sunrise Shop said they would recommend Sunrise to a friend.

Real customer feedback

There's no need to hide from the spotlight with such great customer feedback - quite the opposite: Sunrise now regularly publishes original customer feedback, both positive and negative, at Sunrise.ch/en/service. Inappropriate comments (defamation, slander, insults, threats, coercion, and so on) are not published. The feedback is now being used in an online advertising campaign that goes live today.

Sunrise is the benchmark for service quality

Various specialist and financial magazines also carry out their own customer satisfaction surveys. Sunrise has already received several awards this year:

• 30.08. - BILANZ Telekom rating: 'Best universal provider for SMEs', 'Best universal provider for large businesses,' 'Best mobile communications provider for business customers', and 'Universal provider with the best support' for private and business customers.
• 30.08. - Computerworld Top 500 Satisfaction Survey: Best 'Telecommunications, Internet, and network provider' with top ratings in the 'Price', 'Customer orientation', 'Industry know-how', and 'Support after contract signing' categories.
• 02.08. - connect Customer Barometer Mobile Network: Top spot in the 'Customer service', 'Rate & billing', and 'Brand/provider' categories, and the highest overall rating.
• 03.07. - PC Magazin with PCgo Customer Barometer 2019: Swiss winner in the German-language region in the 'Customer service' category.
• 05.06. - connect mobile network shop test: Test winner. Sunrise Shops offer the best service (Issue 7/2019) in the entire DACH region. The magazine concluded: 'The Swiss provider Sunrise demonstrates how to live and breathe excellent service.'

Online advertising campaign (in German)