Optus Unveils Network Experience Maps to Transform Customer Experience

Optus customers can now simply ‘pin’ their location on a new Network platform on Optus’ website to raise an issue with the mobile network - such as congestion or an outage – for real time investigation.

The new network status map - called Network Experience Maps (NE-Maps) transforms customers mobile and website experience by enabling them to raise when and where a problem is occurring and opt-in to SMS/email updates about a known or reported issue.

Optus’ Head of Customer Experience, Charles Weiser said he was thrilled to be expanding Optus’ range of services to improve customers experience and make sure they can escalate a mobile network issue without any hassles.

“To continue delivering our customers the best experience, we want to make sure any issues with our mobile network are resolved as soon as possible and through NE-Maps we can now do this in real time.”

“Until now, the only way customers were able to provide network feedback or log a fault was by contacting us directly. We know that network issues can be stressful for our customers and we want to reduce this as much as possible, which is where NE-Maps comes in. Customers simply have to pin the location on the map and opt in for alerts to stay informed of how we are progressing with their enquiry.”

“We have designed this platform to be simple for our customers to navigate, with the aim of bringing our mobile network closer to them. We believe NE-Maps sends a clear message that we take our customers and our network performance seriously and they can have peace of mind knowing their concerns can reach us instantly.”