Ericsson ConsumerLab report: network quality is central to positive smartphone user experiences and customer loyalty

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Ericsson ConsumerLab report: network quality is central to positive smartphone user experiences and customer loyalty

New findings from Ericsson ConsumerLab have underlined the crucial role of good connectivity and network quality in smartphone user experience and operator loyalty.

More than 3,500 smartphone owners in Finland, Switzerland and the Netherlands took part in the Ericsson ConsumerLab survey, the results of which are now available in a report called "Smartphone Usage Experience – the importance of network quality and its impact on user satisfaction".

Key findings include:

  • Reliability is valued: broad coverage where needed and a fast and reliable network are the strongest drivers of network satisfaction.
  • Satisfaction scores higher: users who are very satisfied with the performance of their network have a positive effect on the Net Promoter Score.

Read the report here