3GScottishUser
27th September 2005, 05:27 PM
From Cellular News - 27/09/2005:
3 UK Bottoms On Customer Satisfaction Survey
39 million UK adults now own a mobile phone, spending on average US$36.40 per month on their bills. Now that mobile penetration is so high, the future market will be overwhelmingly that of churners rather than subscribers, according to Continental Research's Autumn 2005 Mobile Report.
Continental Research, which has been analysing the mobile phone industry for the past 13 years, has found that growth of one mobile network will almost invariably be at the expense of another and that the main challenge for the networks is to retain their own customers, whilst poaching others from rival networks. This competitive situation has become even more so with the arrival of the new network 3. The choice of network that customers would switch to varies quite considerably by network, as the table 1 below shows.
James Myring, associate director at Continental Research, said: "Orange and Vodafone customers would be particularly likely to switch to each other, and are less interested than other network customers in T-Mobile. In comparison to other networks more T-Mobile subscribers (13%) would choose 3. Likewise 3 customers expressed above average interest in T-Mobile. The correlation between 3 and T-Mobile is interesting. Both these networks have pushed hard on price as a way to attract subscribers."
To retain customers and prevent churn, it appears the networks have invested heavily in customer service. All networks, with the exception of 3, score very highly with 95% or more of their customers being either very or fairly satisfied with the service they receive from their network.
http://www.cellular-news.com/story/14207.php
3 UK Bottoms On Customer Satisfaction Survey
39 million UK adults now own a mobile phone, spending on average US$36.40 per month on their bills. Now that mobile penetration is so high, the future market will be overwhelmingly that of churners rather than subscribers, according to Continental Research's Autumn 2005 Mobile Report.
Continental Research, which has been analysing the mobile phone industry for the past 13 years, has found that growth of one mobile network will almost invariably be at the expense of another and that the main challenge for the networks is to retain their own customers, whilst poaching others from rival networks. This competitive situation has become even more so with the arrival of the new network 3. The choice of network that customers would switch to varies quite considerably by network, as the table 1 below shows.
James Myring, associate director at Continental Research, said: "Orange and Vodafone customers would be particularly likely to switch to each other, and are less interested than other network customers in T-Mobile. In comparison to other networks more T-Mobile subscribers (13%) would choose 3. Likewise 3 customers expressed above average interest in T-Mobile. The correlation between 3 and T-Mobile is interesting. Both these networks have pushed hard on price as a way to attract subscribers."
To retain customers and prevent churn, it appears the networks have invested heavily in customer service. All networks, with the exception of 3, score very highly with 95% or more of their customers being either very or fairly satisfied with the service they receive from their network.
http://www.cellular-news.com/story/14207.php