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, Odido, Simpel and Ben. Data is from February 2024.
What is it about?
In this study, Telecompaper examines the use of these service apps, including the extent to which apps from different providers are used and how consumers rate their quality. The report also provides insight into which service channels consumers prefer and the extent to which 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 customers by enabling them to carry out common tasks quickly and independently, and operators by reducing customer service costs and improving customer satisfaction. The report provides telecom operators with information on how their service applications are being used and how they can 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?
