The Enterprise survey 2017: mobile satisfaction and churn for small and medium-sized enterprises

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Date: 19-May-2017
No. of pages: 10
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"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.

The Enterprise survey 2017: mobile satisfaction and churn for small and medium-sized enterprises

Table of Contents

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