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SUMMARY
Customer satisfaction rankings are even more critical now than before, given the competitive nature of mobile services and the high churn rates. While industry press continues to stress the importance of APRUs as the prime metrics for mobile companies, APRG believes customer satisfaction to be a more important gauge of investment value for wireless companies. - The goal of this survey was determine the percentage of customers who are either "satisfied" or "very satisfied" with overall network performance, quality, cost, and billing. In our research, customers of Korea's three leading cellular companies rated providers based on 12 metrics, including billing, customer service and call quality. - The 2003 study ranks SK Telecom first overall in our customer satisfaction index, excelling in the categories of customer service and quality of the Customer Experience. TABLE OF CONTENTS
Chapter 1. Executive Summary including South Korea's Mobile CSI ratings. Chapter 2. Rankings by Customer Experience Metrics: - Billing;
- Call Quality;
- Customer Service;
- Data Services;
Chapter 3. Customer Satisfaction Index - SK Telecom. Chapter 4. Customer Satisfaction Index - LG Telecom Chapter 5. Customer Satisfaction Index - KT FreeTel
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