This report uses Connected Consumer Survey to identify the drivers of customer service for mobile users in Europe and the USA. In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services.
This report provides:
- insight into the main drivers of mobile customer experience and how they vary by country and by operator
- analysis of the key factors that influence consumers’ intention to churn
- Net Promoter Scores (NPSs) of operators in Europe and the USA
- an assessment of why some operators have better NPSs than others
- analysis of the role of bundling additional services on customer retention, and how new service-based pricing models affect KPIs
- insight into the role of digitalising customer services and its impact on KPIs.
Survey data coverage:
The research was conducted in June 2017. The survey groups were chosen to be demographically representative of the broader online consumer population. We set quotas on age, gender and employment status to that effect. There were a minimum of 1000 respondents per country. The total sample size was 7090 respondents.
Key Questions Answered in this Report
- What are the drivers of mobile customer experience? How do they vary by country and by operator?
- What key factors influence consumers’ intention to churn? How have consumers’ priorities been evolving?
- What are the Net Promoter Scores (NPSs) of operators in Europe and the USA? Who leads and why?
- What is the role of bundling additional services on customer retention? How do new service-based pricing models affect KPIs?
- What is the relationship between network performance and customer satisfaction, especially in terms of speed and coverage?
Who Should Read this Report
- Operator-based strategy executives and marketing managers who are interested in understanding consumer market trends, the role of operators as content distribution channels, and the impact of differing approaches to pricing in the market.
- Market intelligence and research executives in service providers that are responsible for understanding end-user trends and supporting business units in identifying and addressing new opportunities.
- Product managers who wish to understand how particular service design aspects (such as bundling and pricing) influence customer satisfaction and what are the key levers to improving retention.