Customers that take fixed and mobile services from the same operator have higher levels of service satisfaction
"If we consider just the satisfied mobile consumer base, we see that the percentage of customers that are also satisfied with their fixed broadband service is higher among those that take both services from the same operator."
M&A activity and improving wholesale rates mean that most operators in Europe offer both fixed and mobile services. However, it is unclear whether consumers perceive any benefit in taking fixed and mobile services from the same operator and whether taking fixed and mobile services from the same operator results in any significant changes in consumer behaviour. In this article, we use data from our 2021 consumer survey related to customer satisfaction and channel usage to assess whether taking fixed and mobile services from the same operator has a tangible effect on consumer experience and behaviour.
Related items
Survey report
Adoption of fixed–mobile convergence services: consumer survey
Case studies report
Operator strategies for differentiating residential fibre services: six case studies and analysis
Case studies report
Approaches to fixed–mobile convergence for SMEs: ten telecoms operator case studies