We surveyed nearly 21,000 consumers in 42 countries that account for 73 percent of global population and 90 percent of global GDP. What did they tell us?

The primary hurdle telecom companies face today is their low customer experience reputation, which has affected customer loyalty. To find out more about this, the IBM Institute for Business Value conducted a survey based on three specific aspects: 

  • Consumer experiences with the basic (network) services, in particular video
  • The extent to which telecom companies create meaningful connections with their customers
  • Digital trust and the willingness of customers to share personal data with their telecom providers.

Study highlights

56% of surveyed consumers said they would switch providers if video quality on their mobile devices becomes particularly bad

16% of consumers surveyed said their telecom providers do not provide outstanding customer service

45% of consumers surveyed said they are concerned that their telecom providers fail to keep their personal data secure

About the authors

Bob Fox
Global Industry Leader - Telecommunications,
Media & Entertainment,
IBM Global Business Services

Nick Gurney
Communications Sector Leader
IBM Asia Pacific

Rob van den Dam
Global Industry Leader - Telecommunications,
Media & Entertainment,
IBM Institute for Business Value

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