A new report from Rakuten Insights in collaboration with GrowthOps reveals that 44% of telco users across ASEAN who feel neutral to dissatisfied with their current service provider say they would switch providers due to poor customer service.
Customer service
Among ASEAN nations, Indonesia and Thailand had the highest number of respondents who were more likely to switch to experience better customer service, both at 52%. However, in both countries, customer service ranked only second to better deals and offers in new providers as a reason for switching.
Based on 1500 telco users across ASEAN, the survey revealed that customer service is a primary factor in customer retention in other countries in the region.
Some 38% in Malaysia, 46% in the Philippines, and 33% in Singapore, who feel neutral to dissatisfied with their current service provider are more likely to switch for better customer service.
Delivering proactive customer support
Commenting on the findings, Teh Su-Ann, head of Digital Transformation Strategy at GrowthOps Asia, said that the Telcos best positioned to drive satisfaction and growth are those that can leverage data-driven insights to deliver proactive customer support.
