• Service: Advisory
  • Industry: Financial Services, KPMG Enterprise
  • Type: Publication series
  • Date: 7/26/2013

In search of a better customer service 

In the constantly changing mobile telecommunications landscape the market is becoming increasingly saturated with a bewildering variety of products and services, as network operators and mobile virtual network operators (MVNOs) compete for market share and look for new growth opportunities.

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Delivering a great customer experience is now top priority for many telecoms companies. As the range of products and service options increases, the customer experience has become a critical differentiator. Staff at every level - and even suppliers - are rated against the customer experience they deliver, and are rewarded accordingly

But how do you really understand and assess the experience your company delivers?

At KPMG, we aimed to achieve this understanding by becoming the customer.

  • We ‘mystery shopped’ prepaid mobile products and services in 25 countries and from 106 operators.
  • We experienced customer service through retail, online and contact center channels.
  • We developed powerful insights into how operators are really performing as they strive to deliver a great customer experience.

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