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Billing Errors by Customer Segments
#4 – Which Customer Segments are impacted?
Post-paid retail services are the most impacted segment (40%), followed by post-paid business (27%). Increasing over recent years due to “custom pricing”. This segment is now critical due to the rise of M2M and IoT. Pre-paid errors account for 25% of errors.
Billing Errors by Location
#3 – Statistics on Billing Errors by Location
More billing errors occur whilst roaming (55%), compared to 45% which occur on home networks. This is due to the complexity of roaming billing and the inability of operators to independently verify new plans and promotions. There is no positive effect of the ‘roam like at home’ trend: roaming is easier for consumers, not for operators.
Billing Errors by Service Type
#2 – Statistics on billing errors by Service Type
Voice (59%) remains the service most impacted by billing errors. The number of errors associated to data services (25%) continues to increase. Finally, SMS accounts for 16% of all billing errors identified during our campaigns.