Researchers Ericsson found what consumers want from mobile operators

Report Ericsson ConsumerLab «optimal customer experience" has shown that users evaluate the operators in accordance with their standards of service and support, taking into account available to loyalty programs, as well as the quality of the systems of payment and billing. According to the research, consumers are becoming more demanding of the operator, which opens up possibilities for new types of services based on the individual needs of subscribers. The report notes that different groups of users rely on different factors when evaluating their satisfaction with the services of an operator. So for the elderly and not very technically savvy users a decisive factor in the consumer experience is the process of buying phone contract. Consumers are focused on a career, paying more attention to the clarity of their accounts and the system operator plazhetey. They expect the payment process, transparency in the financial aspects and the lack of excessive, unexpected or hidden fees. Young professionals are attracted loyalty programs, switching to a new tariff plan, more appropriate to their needs. For parents, the most important factor is the process of billing for services. They want to be able to control how its the end of account and the accounts of children - either online or using a special application. In order to study the consumer experience research lab Ericsson ConsumerLab interviewed nearly 3,000 people in the U.S., Brazil and Russia. According to ConsumerLab, the main reason why consumers are turning to the operator, - the need to either upgrade or change the tariff plan. 61% were associated with the operators for the last 6 months for this very reason. In addition, 58% asked for technical support, and 51% would like more information about new services or products.