Radio network status to blame for customer complaints

According to Actix 40 per cent of customer experience complaints relate to radio network status problems

London, 26 November 2007 – Actix, the recognized global leader for systems that enhance mobile network customer experience while reducing the total cost of ownership, has revealed that as many as 40 per cent of customer experience complaints, of mobile operators, relate to radio network status problems.

According to research conducted by Actix among major mobile operators in Europe and North America, between 25 and 40 per cent of customer experience complaints are directly related to poor performance of the radio access network.

Customer satisfaction is essential to help retain subscribers and avoid churn, so the impact of addressing radio network issues at the root cause has considerable consequences for the mobile carrier’s business. A huge amount of resource – around 10 per cent of an operator’s running costs – is allocated to handling customer service issues.

About Actix

With new networks such as HSPA launching and operators trying to extract every last bit of value out of their existing networks, optimising their RF assets is a central priority for operators. UK-based Actix helps wireless carriers enhance revenue growth and improve operating margins by delivering intelligent, automated network optimisation and performance engineering systems. Actix solutions feature embedded wireless expertise, automating key processes and enabling very significant efficiencies in the deployment and operation of carriers’ networks. Over 5,000 engineers from more than 200 operators globally – including Verizon, O2, Cingular and T-Mobile – depend upon Actix software every day to improve their wireless operations. For more information, please see www.actix.com

Press contacts:

Nicola Garvin/Sarah Rhodes
AxiCom (for Actix)
Email: actix {at} axicom(.)com
Tel: +44 (0)20 8392 4050