Customer Experience Study – Etisalat Afghanistan

Audit & Evaluation of Customer Experience Across Key Customer Touchpoints

Study Period: June 2014

In June 2014, a Customer Experience Study was conducted for Etisalat Afghanistan to audit and evaluate the overall customer experience across key customer touchpoints.

The study focused on two primary customer groups:

A) Customers Visiting Etisalat OutletsCustomer experience was assessed through exit interviews conducted with customers immediately after their outlet visit.

B) Customers Contacting the Etisalat Call CenterCustomer experience was evaluated through call center interviews with customers who had recently contacted the Etisalat Call Center.

The objective was to gain a clear understanding of customers’ experiences across these two critical interaction channels, identify strengths and areas for improvement, and assess how effectively Etisalat was meeting customer expectations.