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Businesses are much less satisfied with their fixed and mobile services than consumers are

Terry van Staden Analyst, Research
Inigo Barker Analyst

"The gulf in satisfaction between businesses and consumers is too substantial to ignore and may be limiting operators’ growth in the business market."

Businesses in Western Europe (WE) are far less satisfied with their fixed and mobile services than consumers are, according to the data from our 2019 Business and Connected Consumer surveys.

Operators’ business divisions are either providing worse service than their consumer divisions, or businesses have higher expectations than consumers, or a mixture of both. Operators should investigate the cause of this gulf and determine whether it is impacting their business. This is applicable to all operators, but is especially important for those that consider the business segment to be a key source of revenue growth. Improving satisfaction takes time and investment, but can be repaid in reduced churn and the increased cross-selling of ICT services.