Churn Alert: Many SMEs Planning to Switch Service Providers

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About 80 percent of European SMEs plan to change communication service providers in the near future, indicating a lack of loyalty to CSPs.

Comarch, a telecom solutions provider, indentified this trend of dissatisfaction among several others in its new Telesperience survey. The survey investigated the level of satisfaction European SMEs have with their telecom service providers, and it also highlighted new services they would like to see in the future.

According to the survey, the biggest causes for frustration are billing-related issues, low quality of services and networks, and service providers' inability to quickly and effectively solve problems.

The most important factors when selecting telecom service providers included service availability, service quality and dedicated tariff plans. Low price rated only fourth on the list.

SMEs preferred a cheaper service over their ideal handset, and eight out of 10 said they do not see handset selection as being a "deal breaker."

Close to half (48 percent) of SMEs would prefer a single service provider for all services.

Some services the SMEs would value include: access to itemized and archived bills, an ability to set spending limits for employees and fixed-mobile convergence.

"As the survey results show, service and network quality, as well as billing-related issues are the main causes of low loyalty among telecoms’ SME customers," said Malgorzata Siwiec, telecom solutions marketing manager at Comarch. "This means improving the SME customer experience can be done by increasing the quality of delivered services with modern CEM and service assurance systems, or by providing billing controls and fixed-mobile convergence with appropriate BSS tools."
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