Mobile Loyalty Audit

Loyalty A customer is x2.5 mo likely to be a switch-risk if they don't feel valued or trust their 25-34 year olds are the 36% State of the Nation O 0 more Only 13% of US customers A Xerox Company most likely to become a switch-risk are truly loyal to their mobile operator; loyal enough to resist competitive price promotions and loyal enough to forgive their operator when things go wrong. 'at risk' of operator 50% of those currently at risk spend over $80 p/month WDS, A Xerox Company, switching is a leading provider of A customer is x2.5 more likely to be a switch-risk if they don't feel they get value for Customer Experience Management solutions to the wireless industry. Our goal is to help wireless brands deliver a more money 1.6 more consistent, differentiated A customer is x likely to be a switch-risk if they contact customer support and profitable customer experience. Perhaps that surprises you? By getting the customer experience right, and helping end-users get the 42% 39% most from their wireless world, WDS achieves the are Highly Satisfied are NPS Promoters continued savings and improvements that naturally lower the support burden, improve loyalty and improve end-user profitability. 38% Medium, 20% Low 33% Passive, 28% Detractors untikely instead Exeriationg coming IIII 19% of highly satisfied customers are thinking about switching -34 driving rated spending price months high Score To download this and gimpse unique chance included tistorcai NPS for those considered a switch-risk other industry whitepapers, or to register for updates, news and knowledge articles, please visit wds.co/enlightened or email marketingawds.co distinction rokan cormposition +11 assumcone means emond H 10% would consider switching time Average US mobile operator NPS oppertunity e tes ewed Somewhat Passives 17% tiiiiiiII hay doing 6 Decialist oal for a 10% saving of Promoters are at risk of switching Business stated 71% ateractive cosystem oren particular 11% i ains customeswitk rewards ar a a removed return respondents have not had a support promise of Promoters would consider issue in the last 6 months. oday switching for a 10% saving Medium enewal years based penalty 47% Highly operator leave 30% IIIII| | por professionals investigate conducted NPS Loyalty Promoters. asked offer spend more than $80 p/month Satisfaction of Promoters aren't influenced by recommendations when buying defines easily external A customer with low satisfaction is x3.4 more likely to be a switch-risk than a highly satisfied customer 64% Care little valuel industry/ voters type agree that their mobile operator numbers contract meets all of their needs. accordingty inertia aiternate insulates wider swing stress E əwdscompany 22%A f wdscompany 32% 5% Perhaps you thought it was higher; that because your “high-tenured" customers deliver positive satisfaction and NPS results that their loyalty could be relied upon. Service reliability is most important for consumers when selecting an operator. would leave if their privacy was breached would switch if prices increased by 10% would leave as a result of a network outage blog.wds.co O wdspodcast Think again. www.wds.co WDS, A Xerox Company is the trading name of Wireless Data Services Ltd registered in England and Wales with company number 01714719. Registered address - Wireless Data Services Limited, 160 Queen Victoria Street, London EC4V 4AN. VAT number GB 911330278. WDS cannot accept (and hereby disclaims) any responsibility for loss or damage caused by errors or omissions. All rights reserved © WDS, A Xerox Company 2013 abeino presented retention Detractors network S examplemance using obile tenure better a risk churn possible percentage responses reasons survey forgiveness experience doesn national : coverage satisfied. Audit felt competitive/ defecting delivers informonsi onsumers indicator basics continue current provider product threats tudes service factors data actually money