This blog post is by Jürgen Walter, Head of Business Solutions, Nokia Siemens Networks.
Communications Experience Transformation. These are three words that are close to my heart and I believe they will be the key to shaping a new communications landscape, one that we see evolving all around us. It certainly is a fascinating time in our industry as investments in new enabling capabilities gain momentum and we help people communicate in brand new ways and use communications services to enhance and simplify their lives.
As a company, we’re proud to be part of this transformation, which is all about the experience people have when they communicate. How happy are they with the service they’re getting? Are their services easy to use? How clear is the voice quality? How fast are their Internet connections?”
These are just some of the questions we answer in our global Acquisition and Retention Study that highlights key drivers for customer satisfaction for fixed and mobile telecoms services. By interviewing more than 20,000 consumers across 17 countries in both mature markets and highly competitive emerging markets, we take the pulse of the market and come up with some fascinating findings.
Take this example from the latest study results. We discovered that network quality is having a higher than ever impact on subscriber retention, up to 34% globally. This is a new development compared with earlier findings, so an opportunity and a challenge for the industry.
To meet this challenge head on and capitalize on today’s opportunities, we have developed a selection of market offerings for topics such as Customer Management, Smart Phone Management, Personalized Quality of Service and Network Transformation which we have identified as today’s priorities and the building blocks of a positive communications experience.
So, next year, we hope our Acquisition & Retention study shows that people have an even more positive perception of the quality of their services and even less reason to churn.