Launch Event of the NPS White PaperLaunch Event of the NPS White Paper

According to GSMA intelligence data, the global penetration rate of independent mobile subscribers reached 69% in 2023 and is projected to reach 73% by 2030, with a compound annual growth rate of only 1.7%. In developed regions or densely populated urban areas, this figure will be even lower. Almost all Communication Service Providers (CSPs) are facing intensifying competition, making the management of existing customers crucial for further business growth, with Net Promoter Score (NPS) serving as a key metric. Reports from Analysys Mason and TMF indicate that detractors are more likely to churn than neutrals and promoters, and reducing churn rates by 5% can increase profitability by 25% to 95%. Therefore, NPS management will be a long-standing topic for driving sustainable growth over the next decade. However, relying solely on survey results makes it difficult to improve NPS, posing long-standing challenges such as identifying and addressing the root causes of problems and quantifying the impact of management measures on improving NPS outcomes. To address these challenges, we are launching an NPS whitepaper globally to explore how operators can build a bridge between data and NPS, designing solutions based on the engagement, utilization, and evaluation of the customer journey in the telecommunications industry, and analyzing and solving NPS problems in a data- and AI-driven manner.

Speakers:
Ding Chengyi
President, Network Performance & Converged Data Operations, Global Technical Service (GTS)

James Crawshaw
Omdia Practice Leader

Gao Feng
Network Expert, China Mobile Guangxi 

Gao Jingang
General Manager of Huawei Network Performance and Experience Management PE