As the world churns – survey shows how operators can win and keep customers

As the world churns – survey shows how operators can win and keep customers

Nokia has today released new research that investigates one of the biggest problems facing operators worldwide – customer turnover, or churn – and unearths some of the key factors that drive subscribers in choosing or changing their service provider.

A key finding of the survey, which covered 3,900 consumers across the UK, US, Germany, Thailand and Brazil, was that regardless of whether operators are trying to woo customers or keep existing subscribers, price is only one of many factors behind the final decision. The study found that there were five “essentials” that had the most direct impact on customer acquisition: calling plans, operator brand image, handset aspects, network quality and cost aspects.

Read the complete Press Release