According to Nokia's 2014 Acquisition and Retention Study, the share of intensively active users in developed countries has reached 75%, an increase of 8% compared to 2013. These users regularly use their mobile devices for browsing the Internet, video calling, financial transactions and sending/receiving files.
The findings of the study show that the mobile network providers that enjoy the highest customer loyalty are those that outperform their competitors in terms of network performance, service quality and customer service. At the same time, the findings reveal that 40% of users worldwide are considering switching providers within the next 12 months. Given this scenario, the quality of voice and data services is key to ensuring customer loyalty in a world that revolves around smartphones.
Cost and fees are equally important factors influencing subscribers. Customer service performance also has a strong impact on subscriber retention in developed countries.
Source: defencenet.gr
