Intention to churn tends to be lower among customers of standalone fixed operators than converged operators

05 May 2022 | Research

Simon Lumb

Article | PDF (3 pages) | Fixed–Mobile Convergence

"Operators with superior networks to their competitors tend to have lower intention to churn rates among their customers, regardless of the presence of convergence offers."


Operators often introduce fixed–mobile bundles to reduce churn and place pressure on standalone operators (both mobile and fixed broadband). In this article, we use results from our consumer survey to investigate how intention to churn varies by operator in countries that have both standalone and converged fixed broadband operators. We explain our findings using metrics such as Net Promoter Score (NPS), speed satisfaction and price satisfaction and assess the effectiveness of using convergence to lower churn.


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