What is 'best practice' for broadband customer retention?

In this episode, Martin Scott, Research Director and expert in consumer telecoms and media, talks with Dongye Liu, Research Analyst, about how leading broadband providers are minimising churn in their customer bases. They discuss the main strategies that operators are relying on, such as maximising the impact of the migration of customers to fibre, improving the quality of experience, fixed–mobile convergence and bundling value-added services. They consider best-practice examples of how operators have implemented these strategies and discuss how operators might develop sustainable strategies to maintain low broadband churn rates and improve customer satisfaction. Learn more about our Fixed Services programme and read our related case study report.