WDS released this report on the first day of Mobile World Congress and it makes depressing reading for UK mobile operators.
The consumers who are sticking with their operator are likely to be resigned to their operator and consider the competitors to be of the same standard. The aggregate NetPromoter index is just 5%, whilst not as bad as financial services it isn’t great.
It means that a lot of the effort put in by the carriers to give their customers priority access to concerts, cinema tickets or back-up their address books are pretty much for naught.
The low trust levels also have implications for services like m-payments.
2013 WDS Customer Loyalty Audit