Thursday, May 22, 2014

Nokia: 41% of Subscribers Willing to Pay More for Excellent Network Quality

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.

See last year's report - "Survey: 'mobile broadband quality is a key deciding factor in their choice of operator"-here.

See "Network and service quality keeps customers loyal, Nokia retention study shows" - here and "Putting loyalty scores to work", by Miia Toivola, Networks business, Nokia - here.

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