Services rise without warning

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On the other hand, the Finetwork study delves into the perception of users regarding the quality of the service they receive, including the billing process – 23.10% consider that invoices are not easy to interpret – or the loyalty policy of their operator. In this regard, almost 1 in 2 respondents (47.01%)? think that their operator does not sufficiently appreciate and reward customers . Mainly, Spaniards would value having access to the same rates as new customers. Thus, 94.56% have selected this among their priorities and 40.47% have highlighted it in first place. This is followed by having access to exclusive offers and prizes, receiving personalized customer service and accessing terminals at advantageous prices.

On the contrary, the main reason that would move Spaniards to change operator is that the prices of the contracted more than 1 in 3 respondents (34.43%) has marked this in first place and 92.07% has selected it among their options. They are followed, at a certain distance, by problems with the operation of the contracted services (17.61% of respondents indicate this in first place), that the hook offer for which they contracted their operator was temporary or had small print (13.22%) and italy number screening problems with data privacy (10.73%). To a lesser extent, respondents indicate as bad practices that would motivate them to change operator billing errors, problems with technical service or a bad experience with customer service.

On the other hand, respondents prefer to contact Customer Service by calling the phone , which is the preferred channel for 41.22% of respondents. In second place is the physical store (24.55%), followed by other options such as live chat, mobile app, email or social networks.

Finally, in a Customer Service, what Spaniards value most is receiving 100% human attention (without going through an automated assistant). Specifically, 32.14% have selected it in first place and 90.07% have selected it among their priorities. Next, what they value most is the speed of answering calls or the time taken to resolve the incident (25.35% in first place).