Optus looks to its customers to improve its network
Optus has pinpointed the group of people who will help make their network even better and pinpoint the areas that need to be upgraded – its own customers.
The OptusNow app for Android has been updated to allow the company to gather information from their customers like signal strength and the location of blackspots.
This “crowdsourcing” gives Optus a better understanding of their customers’ actual experience on the network.
“As part of our commitment to giving customers the best network experience possible, we’re always looking for ways to improve,” said Amanda Hutton, head of customer experience at Optus.
“Our customers tell us network quality is one of the top reasons for choosing their telco, so understanding actual network experience and making improvements based on this are absolutely critical for us.”
“Networks are incredibly complex, so this app is designed to gain insight into network experience at a customer level, not just the average experience.
“No network is perfect, but with our customers help, we want to make the Optus mobile network the best in Australia.”
The information the OptusNow app collects can identify areas to upgrade, black spot locations, mobile phone faults, call dropout locations and coverage strength inside buildings.
More than 300,000 users have installed the Android OptusNow app which is free in the Google Play Store.
The app already offers news, weather, games and sport and now the latest version adds the technical features that test the network.
While it is running in the background the app will not access any personal data or information about websites and apps.
Users are notified of the network data collection and can choose to opt out at any time.