Business Challenges

Before introducing Mine into the market, KPN wanted to test the proposition and customer experience.

In addition KPN needed to measure client satisfaction to confront it with the launch criteria. 

Our Solution

• Project management of customer research: design of research plan and test cases, management of communication with test clients, direction of marketing research agency, presentations for KPN management
• Elements of consumer research: kickoffs with customers, user forum online, weekly assignments, online questionnaires, group discussions, ‘Meet the Client’ visits, closing meeting with customers

The Results

• Feedback of customers was translated to product improvement during the test and the introductory proposition was adjusted
• KPN gained insight in the product’s strong and weak points: the unique selling points, customer satisfaction risks and prioritised points for improvement