Customer perception of network performance drives loyalty, says Ericsson report

STOCKHOLM, SWEDEN – Reliable network performance has the greatest impact on smartphone consumer loyalty, yet many users are dissatisfied with their network service, according to an Ericsson ConsumerLab report released earlier this month. The report, which examines the main drivers of customer loyalty to operators, said that insufficient coverage and perceptibly long waiting times when browsing or using apps are two of the main causes for dissatisfaction. Approximately 20 percent of heavy users reported they always experience problems that they attribute to the speed of the mobile network; and almost two-thirds of heavy users reported low satisfaction levels due to...