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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]

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Opinion Articles

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Persuading mobile phone users not to hold their phone when they’re driving should be a simple task. It’s dangerous, it’s against the law and the penalties include a fine plus points on your licence.

But even then, there’s often an excuse about convenience and usability. Some people don’t like wearing headsets, some don’t like wires and some simply forget to charge the batteries.

That’s why a new hands-free Bluetooth loudspeaker from French company BeeWi caught my eye.

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The simple case of the disguised iPhone 4

Mark Bridge writes:

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Maria Sharapova and the 'geek porn' of unboxing

Mark Bridge writes:

'Unboxing' is - or was - the new geek porn. We know this because The Register told us so in 2006, when the practice of video recording the unpacking of new consumer electronics products started to become popular. Just over two years later The Independent tried to tell us that unboxing was still the new geek porn but, by then, conventional porn had probably returned to... er... pole position.

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Mark Bridge writes:

Here’s a news headline that caught my eye.

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Mark Bridge writes:

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