The Liberty Global Customer Success Story

Since several years, Liberty Global companies in Switzerland, Austria and Germany are using passbrains' solutions and services to run UX studies, functional tests and to gain customer experience insights. Here's our latest update on this awesome customer success story:

 

 

 

Already in 2014 upc Switzerland (a Liberty Global subsidiary) launched their customer experience insights and crowdtesting program with passbrains, engaging upc customers in testing and delivering feedback on upc digital TV, Internet, telephony and mobile products. Within a few weeks only, passbrains onboarded several thousands of upc customers through a customized portal on the passbrains platform and started functional tests and large-scale UX studies for upc apps and devices.

The program showed great success - customers loved to get involved in testing and providing feedback on their experience with upc's new products and updates, and their feedback and test results served greatly for assuring quality and customer satisfaction. Since the successfull assembly of the upc customer community and the introduction of the program, community members are using the passbrains platform on a daily basis for providing feedback, participating in surveys, reporting issues and improvement suggestions, and discussing with other upc crowdtesters in project forums.

Other than running user acceptance tests ahead of the market launch, upc recently started using passbrains’ solution also for continuous crowdtesting of intermediate releases of their apps.

In the meantime, due to the convincing results of upc Switzerland’s crowdtesting program, Liberty Global companies in other countries like Austria and Germany decided to work with passbrains as well.

“Engaging customers for testing and providing feedback on new products and services helps companies to understand how their products perform in the field and if their services will meet customers’ expectations. The passbrains solution strongly contributes to Liberty Global companies’ success with their digital products and services, we are looking to further expand the implementation of passbrains for more Liberty Global companies in other countries.” says Dieter Speidel, CEO of passbrains. 

Fabrizio Campanale, Director Entertainment and Connectivity: “Working with passbrains enabled us to boost the success of our products and services using the valuable contribution provided by our customers through passbrains' digital experience & testing solutions and services.”.

 

Check out this video to learn about community members' motivation to participate in research studies and tests for upc Switzerland, one of Liberty Global's country organisations.

 

 

About passbrains
Passbrains (www.passbrains.com), is a leading provider of platform solutions and community based services for user research, digital testing and customer experience. Passbrains runs operation centers in Germany, Switzerland, Serbia and India and collaborates with delivery partners globally.

About Liberty Global
Liberty Global is the world's largest international TV and broadband company, with operations in 12 European countries under the consumer brands Virgin Media, Unitymedia, Telenet and UPC. We invest in the infrastructure and digital platforms that empower our customers to make the most of the video, internet and communications revolution.  Our substantial scale and commitment to innovation enable us to develop market-leading products delivered through next-generation networks that connect over 22 million customers subscribing to more than 46 million TV, broadband internet and telephony services. We also serve over 6 million mobile subscribers and offer WiFi service through 10 million access points across our footprint.

In addition, Liberty Global owns 50% of VodafoneZiggo, a joint venture in the Netherlands with 4 million customers subscribing to 10 million fixed-line and 5 million mobile services, as well as significant content investments in ITV, All3Media, LionsGate, Formula E racing series and several regional sports networks.

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