2022 State of Customer Churn in Telecom (Survey Report): The Impact of the Pandemic on Churn Trends

Customer loyalty to telecom providers is down 22% post-pandemic. New research shows that consumer stickiness is impacted far more by the customer experience than ever before. Most notably, frustration with poor agent service and lack of self-service channels has exploded.  

This report covers the key drivers behind churn post-pandemic and how customer expectations of their telecom service providers have changed. Insights include:

  • How have loyalty trends shifted since the pandemic? 
  • The cost of poor experiences on loyalty behavior
  • What makes a customer more likely to churn to your competitors?
  • Which retention strategies are most effective, and which are a drain on resources?  
  • And more…
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