Every poor customer experience lowers brand loyalty, but are there any dominant indicators for churn? Are loyalty programs effectively retaining customers, or rather only incentivizing them to spend more?
These are important questions. They hit the core of two things that matter most to mobile operators and communication service providers: ARPU and churn.
Beyond NPS samples, Lynx Analytics has developed a solution that measures correlational impact of daily usage experiences on consumer satisfaction for each individual customer.
In this paper we will showcase a few highlighted findings from one mobile and broadband operator. We think the results will surprise you.