China Mobile lost 8 million users. Why are users disappointed with China Mobile?

The introduction of the number portability policy can be said to have dealt a heavy blow to the operators, basically making them lose all their bargaining chips. Consumers can choose more freely and will no longer be troubled or bound by any constraints. Although this policy has won unanimous praise from consumers, for operators, they have lost the bargaining chips to bind users. Especially for operators whose services are not so satisfactory, users now have the motivation and conditions to switch networks. In the past, if you wanted to switch networks, you could not continue to use your phone number. Some users have used their numbers for more than ten years and have bound many accounts and bank cards. If they want to change their numbers, it will bring a lot of trouble to their lives, so they will give up the idea and be forced to continue using them. But now you can switch networks without changing your number, which is a very favorable privilege for the majority of users!

[[323181]]

After the introduction of the number portability policy, although all operators have been affected to some extent, China Mobile is undoubtedly the one with the greater risk. Although China Mobile has a relatively large number of users among the three major operators, if users churn, the base number must be very large. After the official implementation of number portability, according to statistics so far, China Mobile has lost more than 8 million users, which is an astonishing number. Why are users completely disappointed with China Mobile?

In fact, China Mobile's service and benefits were very good at the beginning of its development. However, with the increase of mobile users and the continuous expansion of business, the growing mobile seems to have started to swell a bit, and it has forgotten that the foundation of its development is these users. The service can't keep up, and the fees are constantly rising, so users are increasingly dissatisfied with China Mobile.

First of all, China Mobile has obviously treated new users differently in its business operations. In order to attract more new users, China Mobile has given these users a lot of discounts and benefits. There are many tricks to attract new users, and even the package fees are much lower than those of old users. Old users basically have no way to enjoy discounts. For China Mobile, it is very troublesome for these old users to change their numbers. China Mobile has grasped the psychology of consumers and basically does not provide any discounts for old users. This makes old users of China Mobile feel very disappointed. The longer the use time and the more loyal the old users are, the less they can get any benefits. This makes old users very disappointed.

Secondly, China Mobile likes to play word games with users. There are always "routines" in various activities, and users will be deceived by China Mobile's routines if they are not careful. Because the competition among the three major operators is very fierce, China Mobile will also regularly launch some benefits and welfare packages, but these so-called benefits are actually just routines. After users participate in these activities, they will find that the content of the package is completely different from what they understand. However, as long as China Mobile takes out the "China Mobile has the right to interpret this activity", user complaints will be useless.

Finally, what disappoints users the most is the phenomenon of random charges by China Mobile. If users complain, China Mobile will not give them any explanation. The complaint rate of China Mobile is quite high, but very few problems can be solved. Therefore, if users are not satisfied with the customer service of China Mobile or have any problems, they basically cannot find a solution. If their rights and interests cannot be protected, I believe that most users will not continue to use China Mobile.

After the implementation of number portability, the biggest beneficiary is actually China Telecom. Compared with China Mobile, China Telecom's tariffs are much lower, and the complaint rate is also relatively low. Only by improving its service attitude can China Mobile retain more users. What do you think about this?