Mobile operators lose a quarter to a third of their customers every year. This is an international phenomenon and providers don’t like talking about it. If you talk to an account manager who is affected by this, you mostly get the answer: “we profit just as much from it because our competitors also lose as many customers”. I can never understand this point of view. Wouldn’t it be more profitable to stop customers moving away than to go to the expense of pursuing new customers. Everyone says yes, but the behavior of mobile operators says no.
I used to work for an American company where they regularly checked up on employee satisfaction. They didn’t just want to know about general satisfaction, but satisfaction related to opportunities for working with customers. This wasn’t a bad approach as every employee was required to think about customer perception.