"Up to 99.6% of mobile subscribers that churn do not file a single network complaint in the three months prior to churn."
Mobile Network Operators (MNOs) do many things. Above all building and maintaining the network is the operator's number one priority. While there are actions an operator can take when a subscriber complains, what happens to customers who don't?
Since 2016, Hong Kong Telecom has been partnering Lynx Analytics to develop a new solution to bridge these gaps. In this whitepaper, we show HKT was able to identify 12-times more potential complainers than those who filed complaints and transform network experiences and satisfaction.