Telco switching behavior: Rising willingness to churn highlights importance of customer satisfaction

With increasing convergence in most markets and intensifying FMC measures, retention is the more promising growth lever for telco operators. Therefore, they need to understand their customers’ changing behavior, especially with regard to churn drivers and inhibitors. Our latest chapter from the Global Telecommunications Study explores this in detail.

The volatile macroeconomic environment has a strong influence on consumer behavior, which telcos must be aware of to keep customers content and retain them in the long run. In the second chapter of our Global Telecommunications Study, we explored peoples’ churn intentions and their experience with telecommunications providers .

Key insights on current customer behavior and its implications

1. Willingness to churn reaches all-time highs:
   Our research and experience show that retention is clearly more economical and…