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Customers are increasingly exploring new options for telecommunications services, leading to a decrease in churn rates. Inflation and increased customer willingness to switch for better rates, transparent service agreements, and better self-service options are influencing the industry.

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• Tech companies offering simpler, contract-free internet services are gaining popularity, contributing to rising churn rates. Providers are considering ways to monetize network investments to offer more than just a base layer of connectivity.
• With more choices, incumbent communications service providers are no longer the default, with 78% of wireless customers and 76% of cable customers likely to switch to a tech provider. A growing number of cable customers are cutting the cord entirely, opting for streaming entertainment services and wireless internet access.
• Price and speed are top reasons for switching internet service providers. Hybrid work models and reliability are also significant factors. Over 1 in 10 consumers would consider changing internet providers for improved reliability (13%) or customer service (12%). Over half of respondents prefer to do business online, with 64% using their provider’s website.
• Over 1 in 10 consumers would consider changing internet providers for improved reliability (13%) or customer service (12%). Over half of respondents prefer to do business online, with 64% using their provider’s website. Hyperscalers bring a large portion of network demand, but this represents only a fraction of the likely existing demand.
• Providers need to support the joining of online and offline experiences. 41% of consumers use self-service tools for purchases, activation of services, or account changes.

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