A global customer experience study of the mobile market.
Delivering a great customer experience is now top priority for many telecoms companies. As the range of products and service options increases, the customer experience has become a critical differentiator. Staff at every level - and even suppliers - are rated against the customer experience they deliver, and are rewarded accordingly
But how do you really understand and assess the experience your company delivers?
At KPMG, we aimed to achieve this understanding by becoming the customer.