|
Title: Radio network status to blame for customer complaints Post by: webitpr on November 26, 2007, 08:29:46 PM According to Actix 40 per cent of customer experience complaints relate to radio network status problems
London, 26 November 2007 - Actix, the recognized global leader for systems that enhance mobile network customer experience while reducing the total cost of ownership, has revealed that as many as 40 per cent of customer experience complaints, of mobile operators, relate to radio network status problems. According to research conducted by Actix among major mobile operators in Europe and North America, between 25 and 40 per cent of customer experience complaints are directly related to poor performance of the radio access network. Customer satisfaction is essential to help retain subscribers and avoid churn, so the impact of addressing radio network issues at the root cause has considerable consequences for the mobile carrier’s business. A huge amount of resource – around 10 per cent of an operator’s running costs - is allocated to handling customer service issues. |