Mobile Operator Churn Dashboard
This Report is locked

This report is available to those subscribed to the Digital Consumer module.

Learn more about our packages

An interactive view of churn and the drivers of churn

The outlook for consumer churn has changed considerably over the past year, driven by the impact of Covid-19. With recessions looming in a number of countries, many consumers will look to switch operator to find savings as economic pressures grow. Countries exiting lockdown are likely to experience an uptick in churn, as retail stores re-open and the significant proportion of consumers who prefer to buy a new device in-store are able to do so. But the impact of Covid-19 is even more profound; it has fundamentally altered consumer behaviour, with a move to home-working and a pivot in consumption habits towards services such as online TV and video calling.

For mobile operators planning acquisition and retention strategies for the year ahead, understanding consumer pain points and priorities is critical in this 'new normal'. Our Mobile Operator Churn Dashboard – based on the GSMA Intelligence Consumers in Focus Survey spanning 20 markets and 20,000 respondents – is an interactive tool offering detailed insights into the reasons behind consumer churn, and the levers operators can pull to help improve retention. It allows users to drill down into the following data views:

-the propensity of consumers to change operator over the course of the next 12 months, with breakdowns by key demographics

-the top performing operator in each market and how they compare to the market average

-the factors that consumers say are driving their decision to churn; and of those who have switched operator recently, the pull factors behind their decision

-the services that consumers indicate would most improve their experience with their operator.

Authors

How to access this report

Annual subscription: Subscribe to our research modules for comprehensive access to more than 200 reports per year.

Enquire about subscription

Contact our research team

Get in touch with us to find out more about our research topics and analysis.

Contact our research team

Media

To cite our research, please see our citation policy in our Terms of Use, or contact our Media team for more information.

Learn more
Full access
Get full access to our research now, get in touch with us to find out more about our research topics and analysis
  • 200 reports a year
  • 50 million data points
  • Over 350 metrics