Why is cost less important than user experience? | Know Your Network podcast series

In today’s highly competitive environments, mobile network operators (MNOs) are continuously striving to reduce costs. However, if cost reduction negatively impact user experience, operators risk losing hard-won customers.

Net promoter score-how likely are you to refer your MNO to a friend or family member-is driven by network performance with user experience accounting for half of the value . Where NPS is concerned, a user experience that is “good ” doesn’t cut it—customers won’t refer their mobile operator to a friend if the service they receive is simply “ok”.

To keep up with changing customer demands on the network, operators need to measure and automate accordingly with the goal of keeping net promoter scores (NPS) high. NPS information is a strategic tool that can be used to drive everything, from CAPEX investments and cell tower placement to call center management decisions.

In this latest episode join Ken Gold, Director of Test, Monitoring and Analytics Solutions and Scott Sumner, Director Commercial Insights as they discuss how improvements in user experience can help MNOs gain new customers and become more profitable.

Видео Why is cost less important than user experience? | Know Your Network podcast series канала EXFO Tube