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Global Mobile - Customer Experience, Tariffs and Real-time Processing

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Customer experience is increasingly important to service differentiation; retaining customers in this competitive and economic environment is challenging. Bearing in mind that the cost of acquiring customers is expensive; reducing churn rates can offer significant savings to telcos. In addition lowering roaming charges also encourages goodwill at both a regulatory and consumer level and lessens the chance of bill-shock. To improve the customer experience it is essential that the data input for customer experience is of the highest possible quality and real-time processing developments can assist with this. There is currently a lack of high customer expectation in telecoms market as a whole and much can be down to improve this situation.

Latest developments:

Regulatory interventions are driving the continuing decline of Mobile Termination Rates (MTR) around the world, which have been in decline since at least 2005. Mobile roaming costs are also in decline as operators seek alternative methods to encourage consumers to use roaming services.

Financial information includes:

Global average mobile monthly ARPU; Examples of mobile termination rates by region; Global mobile roaming revenue. Case study about Orange which includes Orange’s mobile services revenue and mobile churn rates. Information on monthly ARPU in India included as supporting evidence.

Companies mentioned in this report:


1. Synopsis
2. Introduction: global telecoms market
3. Insights into global mobile churn
4. Case study - Orange
5. Customer experience key to the future of the retail market
5.1 Lack of good customer expectation in telecoms market
6. Insights in global mobile ARPU
7. Insights into global mobile termination
8. Insights into global mobile roaming
9. The retail market needs to lift its game
9.1 Under-investment in customer experience
9.2 Very little service differentiation between players
9.3 New sectors are entering the retail market
9.4 New approach needed, not a fix of broken systems
9.5 Cost transparency: the single most important issue in the telco market
10. Solution: high quality data and analytics
10.1 Data silos
11. Contextual intelligence
11.1 Benefits for telcos and ISPs
11.2 Social Network Analytics
12. Data analytic application examples
12.1 Subscriber Data Management
13. Business understands need for real-time processing
14. Related reports
Table 1 – Global telecom statistics at a glance – 2013
Table 20 – Orange mobile customer churn – 2003 – 2012
Table 21 – Orange mobile customer acquisition costs – 2007 - 2012
Table 4 – Global average mobile monthly ARPU – 2005 - 2013
Table 5 – India - mobile ARPU by technology, prepaid/postpaid/blended – March 2012
Table 6 – India - mobile ARPU (GSM and CDMA) – 2005 - 2012
Table 7 – India - mobile services revenue – 1996 - 2012
Table 8 – New Zealand - Telecom and Vodafone network termination rates – 2009 - 2014
Table 9 – Global average Mobile Termination Rates – 2009; 2011; 2013
Table 10 – Examples of Mobile Termination rates by region
Table 11 –Global mobile roaming revenue – 2000; 2012; 2018
Chart 12 – Orange mobile customer acquisition costs – 2007 - 2012
Chart 2 – India - mobile ARPU (GSM and CDMA) - 2005-2012
Exhibit 1 – Carrier attributes churn to poor network coverage
Exhibit 2 – Bundling services in Europe
Exhibit 3 – Real-time processing
Exhibit 4 – Watson – cognitive computing
Exhibit 5 - Key characteristics of contextual intelligence in customer service

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