A new report by Nokia finds that "40% of customers globally planning to switch provider in the next 12 months and while the share of heavy users of advanced services keeps rising globally, currently covering 69% of all customers do not want quantity at the cost of quality.
- 41% of customers globally think an operator must offer excellent network quality, even if it costs more. Messaging and Internet service quality is below customer expectations in all markets with 60% experiencing problems with mobile data and application usage.
- Security is another focus area for customers. The study report also shows that 75% of customers consider security to be the operator’s responsibility. Of those 89% who think security is important, 40% are likely to churn in case of security issues. 40% are also willing to pay extra for security protection.