Customer care on a par with network quality for subscribers – Nokia

Nokia said that as network quality improves, mobile subscribers are placing more importance on customer service and value when choosing an operator, with clarity of contract terms also an important factor. According to the company’s 2016 Acquisition and Retention study, customer care has a greater impact on loyalty than it did previously, with respondents stating that “better general services, self-service capabilities and effective complaint handling are increasingly important to them”. “Customer care is now basically on a par with network quality as a deciding factor to stay with a mobile provider,” the company said.