Our first study of switching intention finds that Tesco Mobile and 3 are doing well in the market whereas the big networks are falling behind.
What is the Ken’s Tech Tips Index?
The Ken’s Tech Tips Index is our first study looking into how well each mobile phone network is performing in terms of attracting new customers and retaining existing ones. Using data from the PAC Code Finder tool and people’s stated intention of how they’ll switch network, the Ken’s Tech Tips Index answers the question of how rapidly a network is gaining and losing new customers. More specifically the index score is “the number of customers who join a given network for every 100 customers who leave that network”.
If a network has a high score in the Ken’s Tech Tips Index, it means they are gaining customers a lot faster than they lose them. This is perhaps a good indication that the products they provide are better value for consumers (or alternatively, it could just mean they are doing a great job with publicity or sales).
A score above 100 in the index means that network is gaining customers faster than it is losing them. Meanwhile a score of below 100 is bad news: it means the network is losing customers faster than it can replace them.
There are two ways by which a network can improve their Ken’s Tech Tips Index score. They can either attract more new customers or they can better retain their existing customers. The ways by which a network can do this is to provide better value to consumers, better customer service and support and a better customer experience.
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