Last Saturday marked the final round of Spirit Coffee Morning at some of Melbourne’s premier residential buildings utilising Spirit’ Ultra-Fast Fibre network including Victoria Points, Triptych, Bank, 109 Clarendon and Scala Apartments.
Spirit Coffee Morning is a two-hour customer-engagement activation at MultiDwelling units (MDUs) held on a weekend. Residents were treated to freshly made espresso coffee for free in the foyer, while engaging in meaningful interaction with Spirit representatives in respect to the company’s Ultra-Fast Fibre Internet options available in the building.
Queries taken from customers centred on issues such as comparisons between copper (ADSL) and Ultra-Fast Fibre Internet, Spirit vs NBN network, pricing, Internet security and even some technical related ones. In-depth interaction provided valuable insights into a resident’s decision making process while fostering relationships with residents, building managers and OC members.
When it comes to Internet purchases among residents, speed appeared to be the deciding factor, followed by price and download capacity. Looking at these criteria, Spirit seems to be the obvious choice given the fact that currently, an average ADSL unlimited download plan in Australia costs $72 on copper, while Spirit’s Ultra-Fast unlimited Internet plan starts at an affordable $56 on fibre. Yet, despite the relative affordability and Ultra-Fast Internet from Spirit, many residents were disadvantaged by long-term contracts (up to two years) with current albeit slower ADSL connection, hampering their ability to make use of the building’s Ultra-Fast Fibre network.
Other concerns included losing email accounts with current Internet provider, local and international phone line options and contract lengths. In response to these worries, residents can check Spirit’s FAQ page to see how Spirit’s Internet services can benefit them without unnecessary risks.
Other than freshly made coffee, residents were also treated to a special installation fee waiver worth $129 upon sign up with a special code, just for that weekend. A typical installation would involve a Spirit technician to arrive on site and set up a live Ethernet port within the residential unit. When surveyed, existing Spirit customers expressed a high-level of satisfaction when transitioned to Spirit’s services, prompting responses such as these:
“At the moment I am in paradise Thank you for quick set up + service” – Daniel White, Triptych Apartments
“I want to take this opportunity to thank you for you [sic] help with this, and congratulate the whole team for a fantastic service all round” – Noemi, Victoria Points Apartments
Unsurprisingly, customer service plays an important role in the overall Spirit experience, such that a monthly customer satisfaction rating is being displayed on Spirit’s website. Currently, Spirit’s customer service rating sits at 85% (October 2014), significantly above the industry standard of 78%, although Spirit’s own benchmark is even higher at 90%. Getting there!
Spirit Coffee Morning was Spirit’s unique way to provide a different and better customer service experience. While Spirit Coffee Morning may have ended this year, look out for what’s going to happen next year. New things are brewing. See you next time!