KPMG conducted a global customer experience study across 29 countries and 124 service providers to identify better practices and trends for the mobile consumer market of the telecommunications sector. With more than 770 store visits, 800 contact center calls, 1,190 SIMs purchased and more than 730 top-ups, this report compares customer experiences and provides a comprehensive global view across a broad range of providers and channels.
Most of the improvement in customer experience has come in the area of digital channels particularly via mobile app and online touch points. Legacy channels of the retail store and call center have generally shown minimal improvement. In some areas, performance has even declined as operators- have generally sought to shift volume away from these traditional and higher cost to serve channels.
Download this report to learn more about global best practices and trends that are key to creating a better customer experience.