Mobile Operator Churn Dashboard

This report is available to those subscribed to the Digital Consumer module.
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.
Related research
MWC Shanghai 2025: a window into the future?
MWC Shanghai is in the books for another year, having attracted 45,000 visitors (from 12,500 companies), along with 400 exhibitors and partner groups. The numbers were up from the 2024 event by 13% and 92% respectively. This analysis highlights the key takeaways and implications from meetings, summits and announcements at the event – and in particular, whether the progress seen in China can be mapped to other regions.
GSMA Open Gateway: State of the Market, H1 2025
Representing 285 networks and almost 80% of mobile subscribers worldwide, 73 operator groups are now committed to GSMA Open Gateway. This latest research provides an update on the state of the market, recent developments, and examples of GSMA Open Gateway in action. It also offers a deep dive on supply/demand gap analysis.
The Mobile Economy Latin America 2025
Operators across Latin America are making steady progress on their 5G journey, with adoption forecast to reach more than 50% by 2030. This latest edition of The Mobile Economy Latin America provides an update on key mobile market data and the impact of mobile on the economy across the region.
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 subscriptionContact our research team
Get in touch with us to find out more about our research topics and analysis.
Contact our research teamMedia
To cite our research, please see our citation policy in our Terms of Use, or contact our Media team for more information.
Learn moreRelated research
MWC Shanghai 2025: a window into the future?
MWC Shanghai is in the books for another year, having attracted 45,000 visitors (from 12,500 companies), along with 400 exhibitors and partner groups. The numbers were up from the 2024 event by 13% and 92% respectively. This analysis highlights the key takeaways and implications from meetings, summits and announcements at the event – and in particular, whether the progress seen in China can be mapped to other regions.
GSMA Open Gateway: State of the Market, H1 2025
Representing 285 networks and almost 80% of mobile subscribers worldwide, 73 operator groups are now committed to GSMA Open Gateway. This latest research provides an update on the state of the market, recent developments, and examples of GSMA Open Gateway in action. It also offers a deep dive on supply/demand gap analysis.
The Mobile Economy Latin America 2025
Operators across Latin America are making steady progress on their 5G journey, with adoption forecast to reach more than 50% by 2030. This latest edition of The Mobile Economy Latin America provides an update on key mobile market data and the impact of mobile on the economy across the region.
- 200 reports a year
- 50 million data points
- Over 350 metrics