We really do not know how to solve this puzzle. When it comes to operators’ BSS systems, we just do not get it. In many markets, telecom service providers are the worst ranked when it comes to user satisfaction and in most cases the problem is related with billing. Now, the industry, which is packed with geniuses, must figure this one out because this is already becoming a chronic disease. Billing and lack of flexibility issues have been discussed for ages, and yet here we are again with a new study telling us what we already know: the industry is unable to fix billing issues or provide more flexibility to users to change plans or create those that better suit their usage patterns.
Study shows cost & billing issues drive 40% of consumers to churn
The Nokia Global Acquisition and Retention Study (2016) examined key drivers of customer retention, surveying 20,000 mobile phone users primarily located in mature markets. The survey revealed that 40% of consumers leave a service provider because of cost and billing issues (see Figure 1). In this blog, I’ll discuss this finding in more detail and address three opportunities that exist for service providers to reduce churn and enhance the customer experience with better plans, targeted offers and promotions … Keep reading the original blog post here