HELSINKI, Finland -- New research, commissioned by Comptel Corporation (NASDAQ OMX Helsinki: CTL1V), has revealed that nine out of ten customers desire personalised interaction with their mobile operators, and that they yearn for communication at every touch pointâ€”from the first interaction when joining the service (35%), to when they are experiencing issues with the service (61%), to when their needs are changing (40%).
The survey, which was executed by independent research firm Vanson Bourne last month, polled 6,000 consumers from 12 countries across EMEA, Latin America and Asia Pacific on their service usage and spending habits, as well as their relationships and satisfaction with their mobile operators. The results shed also light on the importance of understanding each individual subscriber and his/her unique contexts, and leveraging this intelligence to best serve them and maximise business opportunities.
More than three quarters of consumers agree that one way mobile operators can improve their personal interaction with customers is by proactively recognising and acknowledging poor service quality when it happens. Nearly three out of five would like an apology or some form of compensation for the issues. When asked to rank the top channels through which they interact with their mobile operators, half of respondents selected via phone as their main method, with just under a third noting online as their preferred option.