Skip to main content

Segmenting Mobile Subs Most Likely to Churn

According to a recent In-Stat survey, levels of customer satisfaction with wireless carriers can clearly be drawn across age and ethnic boundaries.

Older Americans are most satisfied with their wireless providers according to In-Stat's 2007 Consumer Mobility Survey. More than 70 percent of respondents aged fifty and older indicated they are "completely satisfied" or "very satisfied" with their wireless service provider.

In contrast, wireless service customers in the 18-24 age range were the least satisfied, as 56 percent of this user segment responded that they were completely satisfied or very satisfied. Eight percent of this segment answered that they were "not very satisfied" or "not at all satisfied" with their wireless carrier.

Caucasian wireless subscribers were most satisfied with their wireless service providers. Of the respondents in this ethnic segment, 71 percent indicated they are completely or very satisfied with their wireless provider.

As expected, these respondents also indicated they are the least likely ethnic segment to change wireless carriers in the next twelve months. Sixty one percent responded they "probably will not" or "definitely will not" change service providers in the next year.

Asian respondents had the lowest number of satisfied customers -- 57 percent indicated they are completely or very satisfied with their carrier. Surprisingly, Asian respondents were not the group most likely to change carriers during the next year.

Nine percent of Hispanic respondents said they would "definitely change" wireless providers, whereas only 5 percent of Asian participants said they would definitely switch in the next year.

Each year In-Stat conducts a Consumer Mobility Survey to gauge consumer attitudes and behavior regarding their mobile handsets and carriers. More than 1,500 respondents participated in this survey.

Popular posts from this blog

Why 2025 Will Redefine Mobile Connectivity

As international travel rebounds to pre-pandemic levels in 2025, the mobile communication roaming market is at an inflection point. Emerging technologies and changing customer preferences are challenging traditional wholesale roaming agreements between mobile network operators (MNOs). The global wholesale roaming market is projected to more than double, from $9 billion in 2024 to $20 billion by 2028. This surge will be fueled by the expanding deployment of 5G Standalone (SA) technology, which enables real-time roaming connections and activity monitoring. But beneath this headline figure lies a complex landscape of regional variations and technological mobile service disruptions. Global Mobile Roaming Market Development Western Europe dominates inbound roaming connections, largely thanks to its Roam Like at Home (RLAH) initiative, which eliminates roaming charges among member countries.  Meanwhile, the Indian Subcontinent is emerging as a growth hotspot. Between 2024 and 2029, inbou...