This report provides insights into usage of customer service apps from telecom providers. We report on the service apps for the following brands: Ziggo, Vodafone, Hollandsnieuwe, KPN, Simyo, T-Mobile, Tele2, Simpel and Ben.
In this study Telecompaper examines the use of these service apps, including to what extent the apps of various providers are used and how do consumers value their quality. In addition, this report offers insight into which service channels consumers prefer and to which extent they want to use the app for as many service-related requests as possible.
Service apps help providers to digitise their customer service. This benefits the customer on the one hand, by quickly and independently carrying out common requests, and the providers on the other hand, by reducing the cost of customer service and improving customer satisfaction. The report offers telecom operators information about use of their service apps and how to improve their customer service.
We zoom in on the following topics:
- Penetration of service apps: Which telecom providers have the highest penetration of app users among their customers?
- Frequency of use: How often do customers use this app, reported in Daily, Weekly and Monthly active users.
- Quality of Service apps: How do users rate the quality and other features of the service apps?
- Functionalities used in Service apps: Which functions of the service apps are used the most?
- Preferred channel for service requests: For different service requests, we measure which service channel users prefer to use (app, call centre, website, shop, etc.).
- Suggestions for improving service apps: How can providers improve their apps?
