By Tim Deluca-Smith, vice president of Marketing, WDS, A Xerox Company
Mobile telecomm operators suffer from some of the worst levels of customer satisfaction in the world. The annual WDS Loyalty Audit has revealed that just 35 percent of customers are highly satisfied with the mobile operator. More worrying for carriers is that a quarter of subscribers claim low satisfaction.
The figures pose serious questions for operators, as feeling satisfied is intertwined with a customer’s intent to repurchase. A unsatisfied customer is 8 times more likely to switch operators.
Despite these disappointing figures, mobile operators still appear to be doing very little to understand their relationship with consumers or customer loyalty. This in turn means their loyalty programs and customer satisfaction schemes, vital to customer retention and solid business performance, remain outdated and fail to deliver.
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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.