HALF OF MOBILE SUBSCRIBERS UNHAPPY WITH CUSTOMER SERVICE
Latest research from MobileSquared on behalf of Astellia , the leading provider of network and subscriber intelligence for Mobile Network Operators (MNOs), has revealed that almost half of mobile subscribers are unhappy with the level of customer service they receive from their mobile operators.
・ Polling mobile subscribers and mobile operators across 6 markets (Germany, Morocco, Nigeria, Poland, South Africa and Spain) on customers’ overall satisfaction levels, it reveals that 50% of customers are dissatisfied with the level of customer care from their mobile network operator.
・ It also shows clear discrepancies between the consumer and operator results – 66% of consumers for example expect network-related problems to be resolved within 1 hour of a call, whilst MNOs believe the majority will wait up to 24hours for a resolution.
・ 43% of mobile operators respondents believe that an improved customer experience will be achieved through the ability to increase their first call resolution (FCR), while 36% of MNOs cite improved NPS as a priority.
“As voice and messaging services become increasingly commoditised and the pressure from OTT providers prevents MNOs from entering competitive price wars, we are seeing customer experience emerge as the new battleground for operators,” explained Cedric Arnaud-Battandier, Astellia CMO.
“However, the data revealed by this research shows that MNOs still have a long way to go when it comes to customer service excellence. This is a clear call to action for operators to progress towards a more customer-centric model that enables a real-time, holistic view of both the customer and the network; preventing problems before they occur.
“This will ease pressure on contact centres, reduce the time required to resolve a call, limit the number of call-backs, and massively increase the number of satisfied customers, driving up NPS, lowering FCR and, crucially, operating expenditure.”
*To download a copy of the full whitepaper on the research and the implications for MNOs, visit:http://www.astellia.com/en/Astellia-white-paper-on-customer-care-services.