target audience: TECH SUPPLIER Publication date: Aug 2024 - Document type: IDC Survey Spotlight - Doc Document number: # EUR252502224
Survey Spotlight: How Can European Telcos Turn Customer Dissatisfaction into Opportunity?
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Abstract
This IDC Survey Spotlight is based on data from the 2024 IDC European Consumer Telecom Survey. It provide insight into satisfaction and dissatisfaction levels of European customers with their mobile service providers. The following key questions are answered:
- How satisfied overall are consumer customers with their mobile service providers?
- Which age category of consumer customers is most dissatisfied?
- What percentage of customers plan to switch to another mobile service provider in the next two years?
- What are the key areas of consumer customers' dissatisfaction?
- How can European telecom operators turn customer dissatisfaction into opportunity?
"Every area of customer dissatisfaction creates an opportunity for mobile service providers to improve and reduce churn and/or to attract new customers. As an example, the survey data shows that despite not being particularly satisfied with their current mobile service provider, a considerable percentage of these European consumer customers do not plan switch to another provider. Which raises the question: Why not? Adding these pieces of information together allows mobile service operators to better address key concerns and develop effective strategies to attract and retain and customers." — Research Manager Ingrid Soukupova, IDC European 5G Adoption and Monetization Strategies