Fixed Broadband Retention Strategies: Case Studies and Analysis

"Reducing churn in the fixed broadband market is not just about achieving short-term gains; it is about developing a sustainable strategy that fosters long-term customer loyalty and satisfaction."

This report analyses fixed broadband retention strategies, showcasing successful approaches by leading telecoms operators to reduce customer churn. It offers insights into the effectiveness of structural changes, quality of experience (QoE) improvements, bundling, loyalty incentives and value-added services.

The report also provides recommendations for telecoms operators and industry stakeholders aiming to enhance customer retention. It offers actionable guidance on leveraging structural changes, investing in QoE improvements, tailoring bundling and loyalty incentives, and evaluating the market demand for value-added services. This helps operators develop sustainable strategies to maintain low churn rates and improve customer satisfaction.

Questions answered in this report:

• What are the most effective strategies for reducing customer churn in the fixed broadband market?
• How do different telecoms operators implement these strategies to achieve lower churn rates?
• What are the long-term implications of relying on fibre roll-out and M&A activity for churn reduction?
• How can operators tailor their bundling and loyalty incentives to meet diverse customer needs?

The following companies are included as case studies: