Radio network status to blame for customer complaints
According to Actix 40 per cent of customer experience complaints relate to radio network status problems
According to research conducted by Actix among major mobile operators in Europe and North America, between 25 and 40 per cent of customer experience complaints are directly related to poor performance of the radio access network.
Customer satisfaction is essential to help retain subscribers and avoid churn, so the impact of addressing radio network issues at the root cause has considerable consequences for the mobile carrier's business. A huge amount of resource - around 10 per cent of an operator's running costs - is allocated to handling customer service issues.
With increasingly fierce competition and sky-high customer expectations, mobile operators around the world are striving to extract every last bit of performance and value from one of their biggest assets, the radio access network. UK-based Actix helps wireless carriers enhance revenue growth and improve operating margins by delivering intelligent, automated network performance engineering and network status management systems. Actix solutions feature embedded wireless expertise, automating key processes and enabling very significant efficiencies in the deployment and operation of carriers' networks, delivering measurably higher performance at lower cost. Over 10,000 engineers from 227 operators - including Verizon, O2, AT&T and T-Mobile - in 106 countries globally depend upon Actix software every day to help improve coverage for more than 1,100,000,000 subscribers. For more information, please see www.actix.com