Report: High churn rates persist amongst service providers

Churn--the term coined to describe subscriber turnover rates--remains high within the communications industry, although customers still prefer "traditional" service providers over "OTT disruptors", according to a new report. The research, carried out by IE Market Research (IEMR) on behalf of Amdocs, shows that while 63 per cent of respondents stated they would recommend their service provider, citing customer care/experience (89 per cent) and high-quality Internet connection and coverage (59 per cent) as the top reasons for their endorsement, 50 per cent of respondents said they had been with their current service provider for less than a year. At the same time, 80 per cent of respondents said they would not consider switching to over-the-top (OTT) services if OTT players offered mobile connectivity. The top reasons were: privacy and security issues; lack of trust; and potential network quality issues. Report

 

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