Still Searching for a Better Customer Experience

In 2013 I led a KPMG global study to measure the Customer Experience at 106 mobile operators across 25 countries titled "In Search of a Better Customer Experience."  We have kicked off a refresh of this study which now includes 130 operators across 40 countries and not surprisingly many telcos have not advanced their core basic customer experience capabilities.  Our mystery shoppers around the world are finding stores with SIMs out of stock, rude sales agents, and long queues in some stores. Despite some disappointing early results, not all is dire as we have uncovered some great better practices that we will be sharing shortly. The upcoming study; aptly titled "Still Searching for a Better Customer Experience", will be released in October. Ill be releasing some global better practices along the way between now and official launch of the report.