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Enterprise survey 2017: mobile satisfaction and churn for small and medium-sized enterprises

Terry van Staden Analyst, Research

"Operators must work to improve small and medium-sized enterprises’ satisfaction with mobile services, which is generally low and is a significant driver of churn."

Enterprise survey 2017: mobile satisfaction and churn for small and medium-sized enterprises

Customer satisfaction is more important than ever in saturated mobile markets, as operators try to reduce churn. However, customer satisfaction among small and medium-sized enterprises (SMEs) in most countries is low and is contributing to churn, based on our survey of over 1000 SMEs.

This report provides:

  • the Net Promoter Scores (NPSs) and corresponding intended churn rates for mobile service providers across eight countries
  • the reasons cited by SMEs for changing mobile service provider
  • an analysis of the correlation between customer satisfaction and intended churn
  • recommendations for operators.