Communications services have been critical during COVID-19 in keeping people connected for work, school, and socially. KPMG conducted a survey to better understand how COVID-19 and the unfolding recession are altering the consumer landscape. Our survey highlighted three key attributes – price, data speed, and customer experience.
- Price – Economic pressure is creating downward pressure on prices, as consumers show increased willingness to switch carriers or trade down.
- Data speed – Home-based data consumption has jumped significantly during the downturn, which has increased the demand for upgraded data speed.
- Customer experience – Retail lockdowns are driving consumers online for engagement – highlighting the need for robust, integrated customer experiences.
Read the article for details on the survey results, and key takeaways that wireless and broadband provides should consider in response.
