Customer retention is a key strategic initiative in all mobile operators. Contract lock-ins will hold subscribers for a period of time, but are insufficient in the long run. Managing the Quality of Customer Experience (QoE) is a more productive approach to long-term customer retention. Leading operators have found the right balance between retention and profitability.
The Mobile Services Business Performance Study enables business owners to gain a deeper understanding of critical Quality of Customer Experience indicators, showing
- What their current performance is
- How it compares to industry leads and laggards
- How expectations vary from 2G to 4G
- How performance correlates with revenue and profitability
- Comparative performance by sector, through online benchmarking database access
The Mobile Services Business Performance study is a continuing study developed to provide insights into critical business performance indicators. It includes metrics focused on Customer Experience as well as Revenue and Margin performance.
TM Forum Business Benchmarking data will change the way you think about your mobile operation and enable you to act.
Participating Service Providers receive secure individualized reports showing their performance on each metric and have access to broader results in the benchmarking database. This is an
absolutely free service to Service Provider members of TM Forum.
A report with aggregated results is available for a fee to nonparticipating service providers.
To participate in the study or subscribe to the results, contact
Benchmarking@tmforum.org.