Engage Hub: Promotions and personalisation pull in a quarter of network switchers


New research has found that targeted promotions and a personalised service is the leading motivation for customers switching networks

Engage Hub has found that around a quarter of people who switched network operators were reeled in by a personalised service (23 pc) and special promotions (25 pc).

The customer engagement company found that around half of the 2,000 people surveyed believed that MNOs can do more to improve the customer experience by tailoring certain offers to them.

Close to two thirds (62 pc) said that customer experience was the most important however only a third believed that their feedback was acted upon.

Engage Hub vice president of strategic sales Mark Sawyer (pictured) said: “There is a greater variety of competition in the mobile sector than there’s ever been and that means the tolerance for operators who are seen to ignore customer concerns is greatly reduced.

“Customers want to be addressed on a personal level, and if they don’t get that, when they’re contract expires then so may their custom.”