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China Mobile used to be proud of the communications industry with its huge user base and was known as a communications giant. However, recently released data shows that China Mobile lost 510,000 users, a significant increase from the same period last year.
Behind this figure is that China Mobile is facing a huge market and management crisis.
Over the years, China Mobile has been raising tariffs and lowering customer service. As a regular user, I've experienced this process firsthand. In 2005, when I applied for a mobile phone, the monthly fee was only 19 yuan, but now it has risen to 199 yuan.
During this period, the growth rate of package traffic is much lower than the increase in fees, especially in the 5G era. China Mobile's customer service attitude is also deteriorating, causing a lot of inconvenience to users.
The dilemma faced by China Mobile is also reflected in the management of business halls. The queue is long, the open window is few, and the staff has a bad attitude.
All these have led to difficulties in protecting users' rights and confusion in enterprise management. China Mobile's customer service issues have severely impacted the user experience.
Select Porting
Faced with the decline in the quality of China Mobile's services, many users chose to "vote with their feet" and decided to transfer to other operators.
The cost of porting is actually not low. On the one hand, the accumulation of many users' history makes mobile phone numbers a part of social, work and other lives, and changing numbers means re-establishing these connections, which is more troublesome;
On the other hand, China Mobile is also restricting the transfer of some "high-quality number segment" users. However, for China Mobile, whose service is getting worse and worse, it is inevitable that users will choose to transfer to the network.
According to reports, the main destinations of China Mobile's lost users are: China Telecom and China Unicom. It remains to be seen whether these two operators will be able to seize the opportunity to win user acceptance by improving the quality of customer service.
Reflections of the operator
Behind the massive loss of China Mobile subscribers is the low level of service in the entire telecom industry. Operators should seriously reflect on their efforts and not blindly rely on tariff increases and disguised package reductions to obtain profits.
User loyalty and trust don't come easily, and go extremely quickly. Operators should focus on customer-centricity and truly solve problems in network quality, tariff reasonableness, and customer service. Only by continuous improvement can we win the market.
User's Choice
For users, choosing a suitable operator is like making a good friend, and it should be carefully considered. The judging criteria should not only look at the advertisement, but also look at the real reputation of the user.
It is recommended that users make a comprehensive evaluation from the aspects of network quality, tariff settings, and customer service. Before making a decision, it is also necessary to pay attention to the specific performance of the operator for several months, and replace it in time if necessary.
Only by making wise choices can users get high-quality communication services.
Industry development prospects
The telecommunications industry is in a period of change. With the commercial use of 5G, users' requirements for network quality have been greatly improved. This requires operators to speed up network construction and adjust their business strategies with customers at the center.
In the short term, China Mobile needs to face up to feedback, accelerate improvements, and strive to win back users; China Unicom and China Telecom need to seize the opportunity to provide better services.
In the long run, only by continuously innovating and improving customer satisfaction will telcos be able to gain a foothold in the digital era. Let's wait and see who will have the last laugh in the end.