Australia - Industry - Churn

Synopsis

Churn has two aspects; a high level of churn is a real killer for the industry as the costs of acquiring new customers is very high. On the other hand a low level of churn indicates a low level of competition. Churn can also be greatly reduced if the companies involved are putting more emphasis on customer service. Bundling of products or a few phone calls per year to the customer could reduce churn to 1 or 2%. However, the industry doesn’t have a good track record in customer services and is much better in price competition, so churn will remain with us for many years to come. By 2007 both broadband and mobile churn were up again. The report also provides stats on this topic.

Table of Contents

• 1. Synopsis
  
• 2. Market ANALYSES 2007
  
  • 2.1 Overall Market Developments in 2007
    
  • 2.2 The Mobile churn situation in 2007
    
  • 2.3 Broadband churn rates
    
• 3. Churn
  
  • 3.1 Crippling costs
    
  • 3.2 Survey finds high churn rate for ISPs and telcos – April 2008
    
  • 3.3 Reasons for churn and possible solutions
    
  • 3.4 Statistical overview from the mid-1990s
    
• 4. Historic overviews
  
  • 4.1 Market analyses over the 2000 – 2007 period
    
  • 4.2 Mobile Churn during the early 00s
    
• 5. Related reports
  

• Table 1 – Average churn rates – 2007
• Table 2 – Mobile communications churn rates – 1995 – 2007