Latest research from MobileSquared on behalf of Astellia, the leading provider of network and subscriber intelligence for Mobile Network Operators (MNOs), has revealed that almost 50% of mobile subscribers are unhappy with the level of customer service they receive from their mobile operators. When liaising with them about a customer service issue, 48.5% of people surveyed believe they have had a less-than satisfactory engagement with their mobile operator.
66% of subscribers expect a network-related problem to be resolved within 1 hour. Only 28% of consumers are prepared to wait up to 24 hours. This contrasts starkly with the findings from the MNOs themselves, the majority of whom believe their customers will wait up to 1 day for network problems to be resolved, and a further 26% expecting their customers will wait up to 3 days. This is despite the fact that the MNOs themselves also admit that more than 50% of network-related calls are not resolved on the first attempt and require an additional call-back. [Read more…]