In pics: Acquisition and retention study 2016

While Network Quality and Cost & Billing still have the greatest overall impact on customer retention, there has been a significant increase in the importance consumers place on Customer Care and the Service & Device Portfolio. More consumers in 2016 are likely to switch operator if they feel that their needs are not being sufficiently met

Because operators now offer so much more than just a phone for calls and SMS, consumers have to consider many new variables when choosing a new mobile operator. So whilst price is still the most important consideration, 26 percent of consumers chose Network Quality and 25 percent chose Network Coverage as the main reason for selecting a mo