Operators must work to improve small and medium-sized enterprises’ satisfaction with mobile services, which is generally low and is a significant driver of churn.
Customer satisfaction is more important than ever in saturated mobile markets, as operators try to reduce churn. However, customer satisfaction among small and medium-sized enterprises (SMEs) in most countries is low and is contributing to churn, based on our survey of over 1000 SMEs.
This report provides:
- the Net Promoter Scores (NPSs) and corresponding intended churn rates for mobile service providers across eight countries
- the reasons cited by SMEs for changing mobile service provider
- an analysis of the correlation between customer satisfaction and intended churn
- recommendations for operators.