knowledge centre

Enterprise survey 2017: fixed services satisfaction and churn for small and medium-sized enterprises

Terry van Staden Analyst, Research

"The roll-out of next-generation access technology is driving churn in most countries as SMEs search for greater bandwidth."

Incumbent operators have larger shares of subscribers in the enterprise fixed services segment than they do in the fixed consumer or mobile markets. However, these market shares are coming under threat – many incumbents are reporting lower levels of satisfaction than those of their primary competitors, leaving significant scope for competitors to capitalise and gain ground.

This report provides: 

  • the Net Promoter Scores (NPSs) and corresponding intended churn rates for fixed service providers in eight countries
    • Australia
    • China
    • France
    • Germany
    • Malaysia
    • UAE
    • UK
    • USA
  • the reasons cited by small and medium-sized enterprises (SMEs) for changing fixed service provider
  • an analysis of the correlation between customer satisfaction and intended churn
  • recommendations for operators.