In the Industry of Connection, We Build Bonds With Data
From mobile operators and ISPs to corporate solutions and consumer plans — in-depth research across every dimension of telecom.
Overview
Telecommunications is one of the sectors with the highest penetration and the lowest brand loyalty. Consumers treat continuity of service as a natural right; at the slightest disruption, loyalty collapses quickly. Tariff competition is aggressive, and customer acquisition costs are high.
Arvensus works across telecoms in a broad range — from churn analysis and tariff optimization to brand perception and corporate-customer satisfaction.
Areas we serve in this industry
- 01Mobile Operators
- 02Fixed-Line and Internet Service Providers
- 03Fiber and Broadband Operators
- 04Corporate Telecom Solutions
- 05IoT and M2M Service Providers
- 06Device Manufacturers (Smartphone, Tablet, Accessories)
Our sectoral research solutions
- Brand Health and Operator Preference Research
- Customer Satisfaction and NPS
- Churn Analysis
- Tariff and Bundle Concept Tests
- Call Center Experience Research
- Network Perception and Service Quality Studies
- Corporate B2B Customer Research
- New Technology Perception (5G, eSIM, IoT)
Unique dynamics of the industry
In telecom, the consumer expects an "always-on" service — staying connected every minute is the norm, and any disruption is a violation of that norm. This high expectation keeps the satisfaction ceiling low; even the best operator struggles to reach high NPS. Sector NPS benchmarks should be interpreted differently from other industries.
Churn is the most critical issue in the sector. Number portability, aggressive competitor offers, and the visibility of comparison in digital channels make loyalty difficult. Understanding the real reasons behind churn requires going beyond the simple "a cheaper offer came along" answer.