Operators must nurture customers, not just chase growth, to stop the fall in fixed-wireless NPS
"The question for FWA operators is no longer how fast they can grow, but how many customers their networks can keep happy."
T-Mobile’s broadband Net Promoter Score (NPS) has dropped dramatically in a year, from 47 to 21, according to Analysys Mason’s latest USA: consumer survey. The fixed-wireless access (FWA) service underpinning its broadband growth is losing customers’ goodwill.
Operators can stop FWA’s early success from unravelling, but only if they manage demand as actively as they pursue growth in the number of subscribers. We recommend four steps: slowing FWA growth to protect the core mobile business, using pricing and eligibility to slow demand from new customers, moving heavy users to fibre and checking satisfaction during customers’ second year of service.
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