Mobile Network Operators (MNOs) do many things. Above all building and maintaining the network is the operator’s number one priority.
While there are actions an operator can take when a subscriber complains about a poor network experience, what happens to customers who don’t complain? Research indicates that up to 99.6% of mobile subscribers that churn from a mobile network do not file a single network complaint in the three months prior to churn.
Since 2016, Hong Kong Telecom has been partnering Lynx Analytics to develop a new solution to bridge these gaps. Named the Customer Happiness Index, this tool identifies ‘silent complainers’ and alerts the MNO on moments of network experience that trigger an impact on churn, ARPU or other customer outcomes.
In this whitepaper, we show how HKT was able to identify 12-times more potential complainers than those who filed complaints and transform network experiences and satisfaction.
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