Businesses are much less satisfied with their fixed and mobile services than consumers are
09 January 2020 | Research
"The gulf in satisfaction between businesses and consumers is too substantial to ignore and may be limiting operators’ growth in the business market."
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.
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