Connecting isn't enough
Getlink Media operates a wireless internet network in the Moravian-Silesian Region. Dozens of transmitters, hundreds of households and businesses. In a region where they compete with major operators for customers, every departure hurts. Yet the team had no way to systematically determine why customers were leaving or what was bothering them.
Complaints came in, but only when the problem was acute. Silent dissatisfaction remained invisible. One day a customer simply called and said they were switching to the competition.
Simple system, instant overview
Getlink deployed SentiSnap surveys at three key moments. After installing a new connection, regularly every six months for existing customers, and upon departure. Short, simple questions. How satisfied are you with the speed? Stability? Technical support? And for those leaving: what was the main reason?
Through API they connected SentiSnap with their internal system for customer management. When a response with low satisfaction came in, a technician received a webhook notification and could react that same day. Every signal reached the right person at the right time.
For customers it was simple. A link in an SMS after installation, a survey email twice a year. Filling it out took a minute. The response rate consistently held around 41%, which for a local provider was more than enough.
“We knew some customers were unhappy. But we didn't know which ones and why. Now we know before they call to cancel.”
— Ing. Klimánek, Getlink Media
What the data revealed
The first wave of responses brought a surprise. Most customers didn't rate connection speed negatively. The problem was elsewhere. Customers complained about communication during outages. They didn't know if the issue was being worked on, how long it would take, or who to contact.
Getlink responded by implementing automatic SMS notifications for both planned and unplanned outages. A simple change that came directly from the data. During the following quarter, the number of communication complaints dropped by more than half.
“We thought customers were bothered by speed. It turned out they were bothered by silence. When they don't know what's happening, they feel ignored. All it took was to start communicating.”
— Ing. Klimánek, Getlink Media
Fewer departures, more referrals
Six months after deploying SentiSnap, the churn rate dropped by a third. Because the company started asking and, more importantly, responding to the answers. Customers who received a quick reaction to their feedback showed significantly higher loyalty.
A growing number of referrals. In a region where people know each other and a neighbor's recommendation carries weight, a satisfied customer became the best salesperson. Getlink now acquires approximately every fourth new client through existing customer referrals.
