knowledge centre

Enterprise survey 2017: fixed services satisfaction and churn for large enterprises

Terry van Staden Analyst, Research

"Many incumbent operators face high churn rates among large enterprises due to poor customer service and price competition."

Enterprise survey 2017: fixed services satisfaction and churn for large enterprises

Incumbent operators are far more dominant in the fixed services market than in the mobile or consumer markets. However, poor customer service and price competition are driving significant churn among large enterprises, placing incumbents' high shares in this market under threat as their competitors gain ground.

This report provides:

  • the Net Promoter Scores (NPSs) and corresponding intended churn rates for fixed services providers across eight countries
  • the reasons cited by large enterprises for changing fixed services provider
  • an analysis of the correlation between customer satisfaction and intended churn
  • recommendations for operators.