Nokia Siemens Networks, the world’s specialist in mobile broadband, concluded that key trends show that quality
drives loyalty, based on its '2013 Acquisition and Retention Study Report'.
"The number of people likely to switch mobile operators is now 39% globally and has jumped by more than 20% in one year, according to the 2013 Acquisition and Retention Study Report* from Nokia Siemens Networks. The study underscores the importance of both Internet quality, which has become a deciding factor in the choice of operators in mature markets, and voice quality, which is key in other markets. To help operators address these expectations, Nokia Siemens Networks is launching a series of product and service innovations to help grow and target network capacity, simplify operations and improve the customer experience."
“Many factors affect the reasons why customers choose to stay with their operators. Globally, voice quality, network coverage and calling rate structures have the greatest impact on customer loyalty,” said Phil Twist, head of portfolio marketing, Nokia Siemens Networks. “In our upcoming portfolio launches, we are bringing enhancements and innovations to the market specifically to help operators handle the smartphone surge and most importantly, make money from mobile broadband. We see clear correlation from the Acquisition and Retention Study results that show how quality drives loyalty,“ he added."
