Episode #9 Experience shapes mobile customer loyalty
Did you know that consumers have devised their own mental index to judge connectivity experience? Is Net Promoter Score the best metric to gauge consumer loyalty? Consumers have heightened expectations around app and video experience over mobile broadband networks. While cellular networks have improved over time, smartphone users are still facing issues as frequently as they did in 2013. Globally, 2 in 5 face more than 11 issues at least weekly. Listen to this podcast to find out what drives customer loyalty in the telecom market today and how consumers judge the mobile broadband performance of their operators.