The Connected Consumer Survey 2018: mobile customer satisfaction in Europe and the USA

This report focuses on aspects of Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Europe and the USA. It focuses on the drivers of customer experience, operators Net Promoter Scores (NPSs) and the roles of value-added services and customer services in relation to customer satisfaction and churn reduction.

THIS REPORT:

  • identifies which operators have the highest Net Promoter Scores in Europe and the USA
  • discusses the effect that price, customer service, network coverage, data allowance and SMS/call allowances have on customer satisfaction and churn
  • highlights what motivates a customer to change their product or service provider
  • provides insight into the relationship between data allowances and consumption on churn
  • explores the effects that value-added services or zero-rating apps have on churn and customer satisfaction
  • analyses the various channels ways in which customers communicate with their operator for sales and customer service
  • discusses the relationship between digitalising customer service and the effects on KPIs.


GEOGRAPHICAL COVERAGE
France
Germany
Italy
Spain
UK
USA
Poland
Turkey

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