Customer experience is increasingly important to service differentiation; retaining customers in this competitive and economic environment is challenging. Bearing in mind that the cost of acquiring customers is expensive; reducing churn rates can offer significant savings to telcos. In addition lowering roaming charges also encourages goodwill at both a regulatory and consumer level and lessens the chance of bill-shock. To improve the customer experience it is essential that the data input for customer experience is of the highest possible quality and real-time processing developments can assist with this. There is currently a lack of high customer expectation in telecoms market as a whole and much can be down to improve this situation.
Regulatory interventions are driving the continuing decline of Mobile Termination Rates (MTR) around the world, which have been in decline since at least 2005. Mobile roaming costs are also in decline as operators seek alternative methods to encourage consumers to use roaming services.
Financial information includes:
Global average mobile monthly ARPU; Examples of mobile termination rates by region; Global mobile roaming revenue. Case study about Orange which includes Orange’s mobile services revenue and mobile churn rates. Information on monthly ARPU in India included as supporting evidence.
Companies mentioned in this report: