Latest Podcast



Featured Articles

Thursday, June 16, 2011

Less than half of all customers trust their mobile provider, says research

A new study from Pitney Bowes Business Insight shows that just 45% of consumers in the USA and the UK trust their mobile provider.

The most important factors for establishing good trust according to UK consumers were front-line employees (26%) and marketing communications (23%), while US consumers put management policies (25%) first.

In addition:
only 40% of customers trusted their mobile provider’s communications,
only 31% of mobile customers felt they’d  receive a caring response if they shared their problems with a service provider, and
only 24% of respondents believed their mobile network operator was doing a good job at implementing management policies and practices that governed customer interactions.

Overall, 42% of customers said they were satisfied with the treatment, relationship and services they received from their mobile network operators.

David Newberry, Chief Marketing Officer of Pitney Bowes Business Insight, said “Today, competition in the telecommunications industry is fierce, making it one of the most challenging markets in the world for ensuring customer satisfaction and building relationships. When it comes to their mobile network providers, customers’ satisfaction with their previous experience has a lot more influence on overall trust than in other industries. The challenge, as illustrated in this study, is to align customer communications management so that mobile companies can more easily address these crucial customer concerns”

The banking and insurance industries were ranked above the mobile industry when it comes to establishing trust through interactive channels, self-service technologies, management policies and overall customer satisfaction.

Consumers who’d been survey said mobile companies could build more trust by improving the quality and clarity of communications, increasing transparency and providing advance information for better deals. They also said they look for companies that provide high-quality customer care, a sense of being ‘looked after’ and a high level of competency and conduct from employees.

The study was commissioned by Pitney Bowes Business Insight and conducted by ECSP. It contacted 20 senior marketers, 1,000 UK residents and 1,000 US residents.

[Whitepaper]

Print
Author: The Fonecast
0 Comments
Rate this article:
No rating

Categories: Networks and operators, NewsNumber of views: 12773

Tags: uk usa research customer service

Leave a comment

This form collects your name, email, IP address and content so that we can keep track of the comments placed on the website. For more info check our Privacy Policy and Terms Of Use where you will get more info on where, how and why we store your data.
Add comment

Opinion Articles

Last week at The Fonecast: 15th October 2012

US government grumbles, O2 UK stumbles

Mark Bridge writes:

Can you trust a Chinese company to build a telecoms network?  Apparently not, according to the US House of Representatives. The “Investigative Report on the U.S. National Security Issues Posed by Chinese Telecommunications Companies Huawei and ZTE” wasn’t at all impressed with the two companies, although most of the complaints appeared to be about a lack of cooperation rather than hard evidence. I wonder if any mysterious agents are planning to visit the new Huawei UK HQ before next year’s official opening?

Author: The Fonecast
1 Comments
Article rating: 5.0

Mobile phones used to track malaria transmission patterns

Jessica Berman of voanews.com writes:

Scientists are studying the use of mobile phones to track patterns of malaria transmission in endemic nations. The research is part of an effort by many countries to control or eliminate the mosquito-borne disease.

Author: The Fonecast
1 Comments
Article rating: 4.0

Congressional warning on Chinese telecoms could prompt retaliation

William Gallo of voanews.com writes:

Analysts say this week's U.S. congressional report that called two Chinese telecoms a threat to national security is likely to prompt China to retaliate against U.S. businesses.

The House Intelligence Committee report warned U.S. companies against doing business with China's largest phone equipment companies, Huawei and ZTE.

Author: The Fonecast
0 Comments
Article rating: No rating

Kenya to pull plug on counterfeit mobile phones

Gabe Joselow of voanews.com writes:

Mobile phone subscribers in Kenya may wake up Monday morning to find their phones no longer work, as the nation's telecom companies enact a nation-wide switch-off of all counterfeit devices. Retailers and customers have mixed reactions to the plan, which could affect up to three million mobile phones.

Author: The Fonecast
0 Comments
Article rating: No rating

Last week at The Fonecast: 1st October 2012

A high for RIM, a low for Apple

Mark Bridge writes:

Apple started last week in the glow of a CoolBrands survey that had named it the UK's coolest brand – but it ended the week with its head bowed in embarrassment. Not only did Tim Cook apologise for the quality of the company’s iOS 6 Maps application, he recommended that customers use competing services until it gets better.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
First3031323335373839Last

Recent Podcasts

Reviewing our 2015 mobile industry predictions... and looking forward to 2016

Podcast - 15th January 2016

Iain Graham, James Rosewell and Mark Bridge return to review their mobile industry predictions from last year. Which mergers, partnerships and developments did they forecast correctly... and which didn’t work out as planned?

Later in the programme, the team anticipates some of the topics that will be hitting the headlines during 2016.

Author: The Fonecast
0 Comments
Article rating: No rating

Podcast from Mobile World Congress 2015

Podcast - 6th March 2015

Mark Bridge learns about the mobile technology trends at Mobile World Congress 2015 by chatting to James Rosewell of 51Degrees, Dr Kevin Curran from the IEEE and Chris Millington of Doro.

They talk about wearable devices, wireless charging, mobile operating systems and much more... including some of their favourite products from the exhibition.

Author: The Fonecast
0 Comments
Article rating: No rating

Looking back at February: from security scares to multiple MVNOs

Podcast - 27th February 2015

We're taking a look back at the biggest mobile industry news stories from February 2015, including allegations that the UK's security service tried to breach SIM card security by hacking into one of the world's biggest SIM producers.

We also talk about the planned BT and EE merger, the creation of two new UK virtual networks, some acquisitions in the mobile payment arena and a new Ubuntu smartphone.

Author: The Fonecast
0 Comments
Article rating: No rating

Interview with Chris Millington of Doro about mobile retailing, wearables and technology for older consumers

Podcast - 24th February 2015

In today's programme Mark Bridge talks to Chris Millington, who's Managing Director for Doro UK and Ireland.

They discuss the state of mobile retailing in the UK, the future of wearable devices and - as you might expect - smartphones for seniors.

Author: The Fonecast
0 Comments
Article rating: No rating

A month of mobile: O2 counts on 3, Microsoft counts to 10 and Apple counts its profits

Podcast - 30th January 2015

We're back with a month of mobile industry news, including takeover talks and takeover rumours. O2 and Three are said to be discussing a merger... but is there any truth in the suggestions that BlackBerry could be up for grabs?

We also discuss Apple's record-breaking quarterly figures, the highlights of CES and the launch of Microsoft Windows 10, as well as saying farewell to the current version of Google Glass.

Author: The Fonecast
0 Comments
Article rating: No rating
RSS
12345678910Last

Follow thefonecast.com

Twitter @TheFonecast RSS podcast feed
Find us on Facebook Subscribe free via iTunes

Archive Calendar

«May 2025»
MonTueWedThuFriSatSun
2829301234
567891011
12131415161718
19202122232425
2627282930311
2345678

Archive

Terms Of Use | Privacy Statement