So Operators can drive ARPU with F-Secure, but what about customer loyalty?
It is always debatable whether VAS services can lead to or help improve customer loyalty. Our view is clearly that it does…if you choose the right Partner! Many Operators routinely ask their customers through surveys, polls and focus groups to try to assess this. One large operator went further recently and specifically asked about the F-Secure solution verses other available market product.
1) F-Secure “stickiness” factor applies to one in three customers
Q: Did the offer of our security service (from F-Secure) have any impact on your decision to use us as your internet provider, or continue to use us as your internet provider?
- One third (33%) said “YES”
2) Intended loyalty to our Internet service is high overall, but F-Secure users are more committed still
Q: Using a 10 point scale, where 10 mean you definitely will continue using our internet service, please tell me how likely you are to continue using us in the next 12 months?
- F-Secure users gave a average rating of 9.4
3) F-Secure Users give us a higher overall satisfaction rating
Q: On a scale of 1-10 where 10 is excellent, how would you rate your overall Internet service from us?
- 91% of F Secure users gave a score of 8, 9 or 10. Compared to an average of 83%.
Interested in predictable VAS business growth?
The F-Secure VAS Enabler platforms implement the consumer services model, and make selling, provisioning and delivery of additional services both consistently easy and flexible.