Our recent global survey of 4,700+ mobile customers provided key insights into what matters to end users when thinking about the service they receive from their mobile operator and from these results, we have been able to define the keys to shaping customer Quality of Experience. This free 30-page white paper (sponsored by AMDOCS), provides the results of our survey and analysis.
The message is clear. What is important to customers is better coverage, faster data download speed and higher quality, in addition to lower prices. But they also want to enjoy a mobile experience tailored to their needs. For many, one size fits all may not be sufficient and mobile operators will have to go the extra mile to ensure each user receives a personalized experience.
But this would not be complete without ensuring that customers are placed at the heart of their mobile experience. Only then will mobile service providers succeed in fully optimizing and monetizing their customers’ experience and satisfaction.
Number of pages: 30
Publishing date: June 2015
Table of content»
4 keys to shaping quality of experience
KEY 1 - Facilitating the digital lifestyle
KEY 2 - Boosting data coverage & speed
KEY 3 - Exploiting Wi-Fi to enhance voice & data
KEY 4 - Creating a personalized experience
The big spenders
The impact of 4G
North America – A satisfied customer willing to pay more to improve their network experience
Europe – A small spender looking for coverage and speed
APAC – A high-tech user looking for everything data and high speed
CALA – A customer looking for personalized services, better quality and coverage
Respondents' profile and methodology
The authors - HOT TELECOM
The sponsor - AMDOCS