In 2025, telco customers reported a wide range of device problems that interrupt daily use and fuel frustration. When these kinds of mobile device issues happen, they cause a 19-point NPS drop with customers โ even dropping as low as 36 points if unresolved. Understanding the crux of customer dissatisfaction with device performance can help mobile operators get ahead of the problems and be proactive. Understanding the customer’s device disposition and their sentiment together allow the mobile operator to respond accordingly โ and even become proactive and personalize experience. Click the image below to see what customers asked for help with around their device in 2025 and samples of what they expressed in their voice.
MCE: Your Partner for Customers Mobile Device Experience Strategy & Execution
Up to 80 percent of telecom customers either partly or fully rely on their provider for help preventing or helping them resolve these issues. Being right there at this juncture of potential churn means you can prevent it โ by offering customers quick and convenient resolutions. MCEโs AI-led diagnostics technology sits right on the device or in an app and helps customers resolve these issues quickly or proactively identify them before they become more complex. When escalation is required, we can help manage a repair routing, streamline customer support connectivity or offer a personalized replacement device (trade-in/upgrade). This is how customer loyalty is bolstered. Learn more about our device care service solution here.
