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"Operators must work on improving the quality of mobile services they provide to large enterprises – low customer satisfaction is a significant driver of churn."
Customer satisfaction is more important than ever in saturated mobile markets, as operators try to reduce churn. Operators must focus on the factors that are important to large enterprises. They are far less focused on price than small and medium-sized enterprises and place strong emphasis on customer service and network quality.
This report provides:
- the Net Promoter Scores (NPSs) and intended churn rates for mobile service providers across eight countries
- the reasons cited by large enterprises for changing mobile service provider
- an analysis of the correlation between customer satisfaction and intended churn
- recommendations for operators.