Leveraging customer happiness to drive growth: Key insights from the Global Telecommunications Study 2025
In an era where satisfaction drives loyalty and revenue, telcos must rethink how they delight customers. Our first instalment in a three part Global Telecommunications Study 2025 series explores the “Happiness” factor. What truly makes subscribers recommend their provider? Our experts reveal actionable strategies grounded in global data.
Customer satisfaction is not a soft metric. It’s a revenue engine. Simon Kucher’s Global Telecommunications Study 2025 introduces Happiness as the first pillar in the HELP framework (Happiness, Engagement, Loyalty, Paying) that measures telcos’ ability to unlock customer lifetime value.
On average, global telcos score just 5.7 out of 10 on the “Happiness” pillar (Top 10%: 8.7), contributing to a modest 60% exploration of their full customer value potential, while big differences across – and often within – markets…
