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Engagement with CSPs’ digital channels in 2020: Europe

08 April 2021 | Research

John Abraham

Survey report | PPTX and PDF (6 slides) | Digital Experience

"European CSPs have made large improvements to their digital experience, but there is much more to be done, both in terms of adding new capabilities and improving existing ones."


Communications service providers (CSPs) are considerably behind digital natives in terms of providing a digital experience. This report focuses on the important trends in digital experience in Europe based on an assessment of 43 CSPs.

This report provides:

  • an overview of the leading CSPs in Europe in terms of digital proficiency
  • recommendations for CSPs on how to improve customer engagement across the three primary digital channels: the mobile app, the website and virtual assistants
  • important trends and key findings related to mobile app adoption
  • important trends and key findings related to website usage
  • important trends and key findings related to the adoption of automated attendants.

CSPs included in this report

CSP Country   CSP Country   CSP Country
A1 Austria   Orange France   Telia Sweden
Beeline Russia   Orange Poland   Three UK
Bouygues France   Orange Spain   Three Ireland
BT UK   Play Poland   TIM Italy
Deutsche Telekom Germany   SFR France   T-Mobile Portugal
EE UK   Sky UK   Türk Telecom Turkey
Eir Ireland   Sky Italia Italy   Turkcell Turkey
Elisa Finland   Sunrise Switzerland   Virgin Media UK
Fastweb Italy   Swisscom Switzerland   Vodafone Germany
Free France   Tele2 Russia   Vodafone Italy
Giffgaff UK   Tele2 Sweden   Vodafone Spain
KPN Netherlands   Telefónica Germany   Vodafone UK
Magenta Telekom Austria   Telenor Norway   VoadfoneZiggo Netherlands
Movistar Spain   Telia Finland   WindTre Italy
O2 UK            


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