A new survey has found that almost a quarter of consumers\u00a0have changed mobile providers in the last 18 months, citing poor value\u00a0for the money, network quality, and poor customer care among other reasons.<\/p>\n
The survey, conducted by Ovum on behalf of Tektronix Communications, revealed that a further\u00a024% plan to switch providers in the next 12 months, while\u00a0a further 42% stated that they were at best undecided on changing providers.<\/p>\n
The \u201cWho Cares, Wins \u2013 Customer Service Perceptions and Churn\u201d report\u00a0covered 3,544 consumers in Australia, India, Indonesia, Turkey, South Africa, UK, and the US.<\/p>\n
The key drivers for churn among mobile subscribers are poor value for money (38%), network quality (34%) and a limited range of services and features offered by their mobile operator compared to other retail services available on the market (27%).<\/p>\n
Poor quality customer care was cited by 30% of respondents as the most important reason behind their decision to leave their mobile operator, with 53% stating it as one of several key reasons behind changing providers.<\/p>\n
As many as 69% of respondents expected to be able to reach a customer care agent quickly, with a further 64% placing great emphasis on how quickly their query is resolved by the agent.<\/p>\n
Poor customer service costing SA companies billions<\/strong><\/a><\/p>\n Telkom customer service levels improving: survey<\/strong><\/a><\/p>\n SA\u2019s worst customer service revealed<\/strong><\/a><\/p>\n