Verizon took first place for Overall Customer Experience, while O2 (UK), Optus (AUS) and Vodafone (UK) rounded out the top tier of the inaugural Keynote Customer Experience Rankings for International Mobile Operator Sites.
The study revealed that when tested by actual customers Verizon's website performed significantly better than all other sites in the study for Customer Satisfaction.
Other key findings include:
- Research Product Satisfaction is the most important aspect of the customer experience, predicting brand perceptions and loyalty
- Help and Support, View Bill and Usage Satisfaction, Ease of Purchase Process, Product Offerings, Site Organization, Search Satisfaction, and Site Performance are also key drivers for brand and loyalty.
"When it came to shopping for products, the sites that made it as easy as possible to search for, locate and compare mobile product offerings online generated the highest brand affinity and purchase likelihood," said Chris Musto, general manager of the Keynote Competitive Research group at Keynote.
"The ability to research and learn about product offerings through clear, helpful product descriptions accompanied by high resolution images and supported by online chat functionality, predicted success both from the customers point of view and from the mobile operators perspective, whether in Australia, Europe, Japan or the United States."
The study is part of the work performed by Keynote Competitive Research, the competitive research group within Keynote. Winners of Keynote Competitive Research studies are invited to participate in the company's Online Excellence Program which recognizes the "best of the best" websites as ranked in the studies. The rankings are based on responses from real users, who were observed as they accomplished tasks on each of the sites studied, as well as real data collected through Keynote website monitoring to assess the technical quality of the sites. For each study, Keynote recognizes the companies with the overall top ranking, as well as those exhibiting excellence in specific categories.
For the Customer Experience portion of the study, Keynote observed and conducted online interviews with more than 2,107 mobile customers as each interacted with the website of one of 11 leading international mobile operators: AT&T (US), Au (JP), NTT DOCOMO (JP), Optus (AUS), Orange (FR), O2 (UK), SFR (FR), Telia Sonera (SE), Telstra (AUS), Verizon Wireless (US), and Vodafone (UK). Participants were asked to evaluate the company with which they have mobile service and an online account.
The Latest
In APMdigest's 2025 Predictions Series, industry experts — from analysts and consultants to the top vendors — offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 4 covers logs and Observability data ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 3 covers OpenTelemetry, DevOps and more ...
In APMdigest's 2025 Predictions Series, industry experts offer predictions on how Observability and related technologies will evolve and impact business in 2025. Part 2 covers AI's impact on Observability, including AI Observability, AI-Powered Observability and AIOps ...
The Holiday Season means it is time for APMdigest's annual list of predictions, covering IT performance topics. Industry experts — from analysts and consultants to the top vendors — offer thoughtful, insightful, and often controversial predictions on how Observability, APM, AIOps and related technologies will evolve and impact business in 2025 ...
Technology leaders will invest in AI-driven customer experience (CX) strategies in the year ahead as they build more dynamic, relevant and meaningful connections with their target audiences ... As AI shifts the CX paradigm from reactive to proactive, tech leaders and their teams will embrace these five AI-driven strategies that will improve customer support and cybersecurity while providing smoother, more reliable service offerings ...
We're at a critical inflection point in the data landscape. In our recent survey of executive leaders in the data space — The State of Data Observability in 2024 — we found that while 92% of organizations now consider data reliability core to their strategy, most still struggle with fundamental visibility challenges ...
From the accelerating adoption of artificial intelligence (AI) and generative AI (GenAI) to the ongoing challenges of cost optimization and security, these IT leaders are navigating a complex and rapidly evolving landscape. Here's what you should know about the top priorities shaping the year ahead ...
In the heat of the holiday online shopping rush, retailers face persistent challenges such as increased web traffic or cyber threats that can lead to high-impact outages. With profit margins under high pressure, retailers are prioritizing strategic investments to help drive business value while improving the customer experience ...
In a fast-paced industry where customer service is a priority, the opportunity to use AI to personalize products and services, revolutionize delivery channels, and effectively manage peaks in demand such as Black Friday and Cyber Monday are vast. By leveraging AI to streamline demand forecasting, optimize inventory, personalize customer interactions, and adjust pricing, retailers can have a better handle on these stress points, and deliver a seamless digital experience ...
