Remember those fundamental business questions listed in ‘About’ section? Never mind if you don’t. Here we are going to cover two of them.
‘Our customers are not likely to recommend us. How come?’
‘Why don’t they like our new tariff plans?’
Let us consider the first question assuming that your offers are really good or even better than rivals’. So the answer is it is perception or what your subscribers think of your offers. Whenever it comes to what people think of, or how they perceive your services, everything becomes complicated. Mainly because it is very difficult to measure and even more difficult to understand the reasons. To make the situation worse, there is a great number of factors that shape perception in some non-linear, weird ways.
However, as an operator you have to deal with perception since it is the way to win hearts and minds of a customer. And frankly speaking, this is the only way to win their wallets.
According to our 10-year experience in mobile telecom there are three main factors that have 95% of impact on how subscribers perceive you: price, value and quality. And if you have a full control over price and value, it is not that easy with quality. The trick here is that quality perception depends on objective quality provided by the network along with price and value. The good news is that you don’t need to provide premium quality of service for each subscriber. There is always an optimal balance which has to be found.
Qualinet Systems presents you a tool to solve this crucial task: Mobile Quality Agent is all you need for managing perception and, consequently, consumer behavior. Mobile Quality Agent is a software application which can be installed on almost any Android smartphone and runs in the background. The part of the system located on servers controls what the mobile application has to do at any particular moment.
A usual practice is to start accumulating so-called customer profile data depicting what the subscriber does and what level of ‘consumed’ quality they experience. Then it comes to surveying which is perception evaluation. We provide a flexible tool to implement both popular methodologies like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) and your own questionnaires. And Mobile Quality Agent helps you combine the answers with objective data. For example, if a subscriber says that they aren’t ready to recommend over poor quality of online video playback, the application launches a special objective test. Along with customer profile data you quickly understand what has really happened.
Then analyzing your internal data like average spending, propensity to churn, traffic profile, particular service status, etc. you may develop an individual offer a way more attractive not only from the financial point of view. It could be just a friendly thankful message. That is what we call quality of customer experience (QoE), the background of customer loyalty.
In conclusion two other uses of Mobile Quality Agent are worth mentioning. First, it is so called crowdsourcing. You may distribute a significant number of applications among those of your subscribers who want to help you either voluntarily (it happens sometimes) or for reasonable rewards. The aim is to conduct QoE monitoring which would cover such specific and sensible subjects as voice quality, which is difficult or even impossible to measure from the network. Of course, it is not a rigorous measurement but still valuable information.
Secondly, it is a smart customer care process. Mobile Quality Agent provides you with functionality to build a fully automated interactive system.
And, finally, we can adapt Mobile Quality Agent according to your requirement in order to build a powerful digital communication channel.
So, click here for more details or push ’Send a request‘ button on top.
