Thus, compared to the same period of last year, an active subscriber base has increased by 5%.
Products by Nar formulated in line with the requirements of each customer group, were also highly appreciated by users. Thus, compared to the same period of last year, the number of users of ‘FULL’, ‘CavanNar’ and ‘Unique’ tariff plans increased by an average of 23%.
‘At Nar one of our main goals is to maintain the superior quality we present to our customers. This approach highlights itself not only in the products we offer for different customer groups, but also in advanced customer experience, we deliver via different channels. As a result of this comprehensive approach, we have seen dynamic growth in our subscriber base and succeeded in holding the lead in NPS for the third year in a row’, said Gunnar Pahnke, CEO of Azerfon.
Notably, the customer loyalty index is subject to many factors, such as mobile internet experience, affordable tariffs and quality network. According to a survey conducted by an independent research company, there has been a 27% increase in the positive mobile internet experience of Nar subscribers.
With a deep commitment to its customer-oriented and continuous development values, during the reporting period Nar has presented a new concept in its stores to deliver excellent customer service to subscribers. Noteworthy, the mobile operator has launched more than 20 renewed service centers in the capital and regions.
Nar continues to provide high quality and efficient customer service to its users via Call Centers, ‘Nar+’ mobile app and social media. Thus, over the past 9 months, the mobile operator's social networks received more than 45,000 appeals, which were responded within about 6 minutes. 93% of more than 1 million inquiries received by the Call Center were resolved from the first call. Nar +, which allows solving many important operations in seconds, has become the most visited service channel by subscribers. Thus, in the 3rd quarter, Nar + was accessed by more than 8 million subscribers.
Over the past 9 months, Nar has successfully continued to implement social projects aimed at improving the welfare of various target groups within its CSR strategy. Thus, during the reporting period, the mobile operator invested more than 750 thousand manats in social projects, as well as those launched towards supporting the participants of the Patriotic War, the families of martyrs.