Customer Service Key When Consumers Decide to Switch Telecom Service

By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company

Flawless customer support and effective mobile loyalty programs are key factors when telecoms users decide whether or not to switch services, according to recent results from the annual WDS Mobile Loyalty Audit.

If a consumer has to contact customer support more than just one time in the last six months, he (or she) will be more open to switching. In fact, 50 percent of consumers said they would leave their operator for an improved level of customer service.

The Audit also shows the need for operators to address their customer loyalty and reward programs; as a staggering 41 percent of consumers said they would turn to a new operator to receive improved loyalty rewards.

Also of great concern for operators was high spending customers emerging as the most susceptible to switching when faced with competitive offers. Fifty-five percent said they would switch for better coverage, 52 percent would go for faster data speeds or a bigger data allowance, and 42 percent would go for a better loyalty/rewards program.

If operators wish to retain their customers, then they will need to demonstrate value through better rewards and much more efficient customer support.

Link to More Information

Learn more about the WDS Mobile Loyalty Audit.

This article was originally published on the WDS blog. WDS, A Xerox Company, transforms customer service for the telecoms industry through care automation, analytics and knowledge management.