Ericsson ConsumerLab has conducted research that identifies what really drives the consumer experience when using communication services. This research also shows what needs to be implemented to further enhance
this experience.
In order to fully understand what makes the consumer experience dynamic, Ericsson ConsumerLab has released a set of unique results that measure consumer satisfaction and importance. These identify the improvements that operators can undertake in order to optimize the experience.
The research was conducted in three countries: the US, Russia and Brazil. This report focuses on the US study and briefly presents findings from the Russian and Brazilian markets.
Related article: Three steps to a superior customer experience
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