Tag: customer experience

to churn or not to churn

Telco economics: The price of loyalty

Achieving greater customer loyalty is important for telecoms operators, but often difficult to realise. We look at operators that have proved successful in achieving low levels of customer churn including O2, Telstra and TELUS, and identify practices that have played a key part in their success.

Ballet boxers

Telcos and GAFA: Dancing with the disruptors

Telcos and the major Internet platforms increasingly rely on each other. What kinds of agreements should operators enter into with Amazon, Apple, Facebook and Google and what should they avoid? And what are the strategic implications of supporting players who habitually use their powerful brands and software expertise to disrupt entire industries?

Great customer experience: What’s the secret?

An excellent customer experience is a critical part of modern business, and one that most telcos really struggle with, achieving poor customer satisfaction ratings compared to almost every other industry. We’ve looked at a sample of leading companies with high customer approval ratings in telecoms and other industries, and found surprising commonalities in their approaches to providing a great customer experience, whether in the digital or physical world. In this, the first of a series of reports, we look at what great customer service means and what it takes to deliver it.

MobiNEX: The Mobile Network Experience Index, H1 2016

The quality of experience delivered by operators’ mobile data networks is a key indicator of their current performance, and a foundation of their future prospects in digital. Our MobiNEX ranking, updated this week for H1 2016, shows how 80 operators in 25 countries compare. How does your telco stack up?

MobiNEX: The Mobile Network Experience Index, Q4 2015

For the first time, STL Partners quantifies the customer ‘app experience’ on twenty-seven mobile networks in seven countries. MobiNEX – The Mobile Network Experience Index – benchmarks mobile operators’ network speed and reliability by measuring download speed; average latency; error rate and latency consistency. It’s based on billions of real customer data points provided by our partners Apteligent. Congratulations to the top three performers – Bouygues, Free and Orange (all in France).

Lag Kills! How App Latency Wrecks Customer Experience

Customer experience is fast becoming the new mantra for operators across the globe. But while improvements are being made in broadband speeds, customer experience and so forth, app latency and errors have largely gone ignored. This is despite the fact that both are important drivers of customer experience and of app developer profitability. Find out the relationship between latency and app errors and our analysis of those operators that are performing well and those that are ‘lagging’ behind.

Telco 2.0: Report and analysis of the event

Telco 2.0: Event Summary Analysis. A summary of the findings of the Telco 2.0 Executive Brainstorm, 9th November 2011, held in the Guoman Tower Hotel, London. The Brainstorm explored telcos’ strategic options to grow in the fast changing digital economy. It also considered how telcos can defend their core voice and messaging business, while also examining the steps they can take to improve the customer experience.
Telco 2.0: Event Summary Analysis Presentation

Voice 2.0: RCS-e – the next generation of communications services (Vodafone/Deutsche Telekom Presentation)

Voice & Messaging 2.0: RCS-e, the new generation of communications services?, Presentation by Cenk Serdar, Director, Data and Communications Services, Vodafone Group, and Rainer Deutschmann, SVP Core Telco Products, Deutsche Telekom. Is RCS-e our future? And if so, what kind of future? Presented at EMEA Brainstorm, November 2011.
Strategic options for telcos – resisting the disruptors in voice

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