Advertisment

44 percent wish mobile services from Google, Apple or Facebook

author-image
CIOL Writers
New Update
CIOL 44 percent wish mobile services from Google, Apple or Facebook

Google, Facebook, Apple or Amazon are not just big tech enterprises. For people, these names symbolically stand for advanced technology, trustworthiness and high quality service. So after banking services, if Google, Facebook or Amazon start offering widely available mobile phone services at affordable prices, about 52 percent of 592 mobile customers surveyed in a study said they would switch to give those companies a try.

Advertisment

The report, "Unlocking Customer Satisfaction: Why Digital Holds the Key for Telcos," compiled in January and February by Capgemini Consulting's Digital Transformation Institute found that many customers are dissatisfied with the poor customer service and overall mobile services they are receiving.

CIOL 44 percent wish mobile services from Google, Apple or Facebook

The study that examined customer experiences and additional Web-based secondary research for almost 60 mobile operators found that overall, about 44 percent of 5,776 consumers surveyed in the United States, the United Kingdom, France, Belgium, Germany, Netherlands, Norway, Spain and Sweden are unhappy with their current network providers and would be willing to switch over if affordable digital mobile services were started up by companies like Google, Facebook, Apple and Amazon.

Advertisment

According to the report, 62 percent of the U.S. respondents said they would be willing to switch to a digital-only mobile provider that offers its services without storefronts or dealers, compared to 58 percent in the overall study, including in Europe. The two attributes that the respondents said they are seeking from a prospective mobile provider are affordable data plans and reliable customer support, the report continued.

Sarah Pope, principal of the Digital CIO Advisory for Capgemini Consulting in North America says that these findings confirm the confidence that consumers already show in brands like Google, Apple and Facebook.

"When people think of those names, they generally think of a positive experience. With their carriers, they tend to think of contracts" and poor customer service experiences. "It's more of that brand association and the trust factor here."

"People expect they would get cheaper data plans" through these companies, compared to the existing big-four U.S. mobile carriers, AT&T, Sprint, T-Mobile and Verizon, adds Pope. "That goes back to they feel like Google and Apple consider the customer's needs and the customer experience as their priorities."

google facebook apple