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Mobile subs place more importance on customer service
2016-06-08 16:40:00| Telecompaper Headlines
(Telecompaper) As network quality improves, mobile subscribers globally are placing more importance on customer service and value when choosing an operator, according to a study conducted by Nokia. The study, which is a mobile industry barometer for consumer behavior, found five factors that have changed notably in the last two years. First, global mobile subscribers want more transparency when it comes to contract terms, rate structures and data fees. Second, respondents say customer care has 60 percent more impact on their loyalty than it did in 2014. Third, networks are getting better in mature markets, but there is work to do in transition markets. Fourth, mobile security is a growing issue with 90 percent of customers in mature markets and 94 percent in transition markets worrying about mobile security. Last, consumer expectations about IoT are growing.
Tags: service
place
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mobile
Category:Telecommunications