Listening at telecom scale — turning millions of voices into measurable CX action
Vodafone Turkey — one of the world's leading telecom operators — partnered with Pivony to unify internal and external customer feedback, build the award-winning "Müşterim Ne Diyor?" voice-of-customer platform, and embed empathy into every CX decision.
The Challenge
Telecom runs on volume. Volume makes empathy hard.
Vodafone Turkey serves millions of subscribers across mobile, fixed, and digital channels. Customer feedback arrives everywhere: call centre transcripts, NPS surveys, app store reviews, social media, retail touchpoints, and internal CX workflows.
At telecom scale, the traditional model — teams manually reading feedback, spotting themes in spreadsheets, and reacting days later — cannot keep pace. Leadership needs to understand not just what customers say, but why they feel that way, across segments and channels, in time to act.
Vodafone needed a single intelligence layer that could ingest every signal, surface root causes in real time, and connect customer empathy directly to operational and strategic decisions.
The Solution
One platform for every customer signal.
Pivony became Vodafone Turkey's voice-of-customer intelligence platform — powering the "Müşterim Ne Diyor?" programme that unifies internal and external feedback into a continuously updated view of customer sentiment and motivation.
Unified Multi-Channel VoC
Call centre, NPS, app stores, social media, and structured surveys — all flowing into one platform, analysed in real time with Turkish NLU.
Liveboard Dashboards
CX teams get real-time dashboards that surface critical themes, sentiment shifts, and emerging issues the moment they appear.
Motivation-Level Insights
Beyond surface sentiment — Pivony reveals the underlying motivations behind customer behaviour so teams address root causes, not symptoms.
Award-Winning Programme
The "Müşterim Ne Diyor?" platform built with Pivony won IBXA 2023 Gold for Best Use of Customer Insight and Feedback.
Voice of Customer in Telecom
From listening to acting — at operator scale.
The Vodafone deployment transformed how customer experience teams work: feedback is no longer a retrospective report but a live operational signal that informs daily decisions across care, product, and leadership.
What the platform enables:
- →Analysing millions of interactions across channels to identify key themes and sentiment trends
- →Surfacing billing, network, and care issues by region and segment before they escalate
- →Giving leadership a holistic view of customer sentiment across service lines
- →Translating empathy into targeted investments where impact is greatest
- →Supporting proactive recovery on repeat-contact and unresolved-issue patterns
The result is a customer experience operation that listens closely, understands motivations, and responds with precision — not weeks later, but as feedback arrives.
Outcomes
Award-winning CX. Happier customers.
IBXA 2023 Gold
Best Use of Customer Insight and Feedback for the "Müşterim Ne Diyor?" platform built with Pivony.
Empathy at scale
Teams listen closely to customer needs and act with empathy — turning voice into measurable CX improvement.
Real-time action
Critical insights surface instantly via Liveboard, so emerging issues become improvements without delay.
Awards
At the International Business Excellence Awards (IBXA 2023), Vodafone Turkey:
Gold — built with Pivony
Won Gold for the "Müşterim Ne Diyor?" voice-of-customer platform developed with Pivony, in the category Best Use of Customer Insight and Feedback.
Silver
Also won Silver in the same program for the Hayhay project in the Customer at the Heart of Every Business category.
In the same period, Vodafone Turkey also won 2 Silver and 1 Bronze at the European Customer Experience Awards (CXA 2023), for 5 international awards across both programs.
Read the press coverage →We believe that our partnership with Pivony provides significant gains for our company in creating happy customers. We listen closely to our customers and focus on empathizing with them.
Quick Reference
Key Facts
- Client
- Vodafone Turkey — leading telecommunications operator
- Programme
- "Müşterim Ne Diyor?" voice-of-customer platform
- Industry
- Telecommunications
- Platform used
- Pivony Voice of Customer Analytics
- Feedback channels
- Call centre, NPS, app stores, social media, surveys
- Key award
- IBXA 2023 Gold — Best Use of Customer Insight and Feedback (with Pivony)
- Additional awards
- IBXA Silver (Hayhay), 2× CXA Silver, 1× CXA Bronze
- Key contact
- Hande Kozlu Gültakan, CX Director, Vodafone Turkey
- Result
- Data-driven CX with empathy at scale; award-winning VoC programme
FAQ
Common Questions
What does Vodafone Turkey use Pivony for?＋
Vodafone Turkey uses Pivony to analyse millions of customer interactions across channels, understand motivations behind behaviour, and power the award-winning "Müşterim Ne Diyor?" voice-of-customer platform.
What award did Vodafone win with Pivony?＋
At IBXA 2023, Vodafone Turkey won Gold for Best Use of Customer Insight and Feedback for the "Müşterim Ne Diyor?" platform built with Pivony.
Can Pivony handle telecom-scale feedback volume?＋
Yes. Pivony analyses millions of consumer opinions monthly across call centre, surveys, app stores, and social channels — with real-time dashboards via Liveboard.
Does Pivony work in Turkish?＋
Yes. Pivony provides native Turkish natural language understanding (NLU), so feedback is analysed accurately in the local language.
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See how Pivony's real-time VoC platform can work for your organisation.