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

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.