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1、Global consumer survey 2023Telecom Operators:Mobile and Fixed ConnectivityOctober 2023A business of Marsh McLennanQUALIFICATIONS,ASSUMPTIONS,AND LIMITING CONDITIONSThis report is for the exclusive use of the Oliver Wyman client named herein.This report is not intended for general circulation or publ

2、ication,nor is it to be reproduced,quoted,or distributed for any purpose without the prior written permission of Oliver Wyman.There are no third-party beneficiaries with respect to this report,and Oliver Wyman does not accept any liability to any third party.Information furnished by others,upon whic

3、h all or portions of this report are based,is believed to be reliable but has not been independently verified,unless otherwise expressly indicated.Public information and industry and statistical data are from sources we deem to be reliable;however,we make no representation as to the accuracy or comp

4、leteness of such information.The findings contained in this report may contain predictions based on current data and historical trends.Any such predictions are subject to inherent risks and uncertainties.Oliver Wyman accepts no responsibility for actual results or future events.The opinions expresse

5、d in this report are valid only for the purpose stated herein and as of the date of this report.No obligation is assumed to revise this report to reflect changes,events,or conditions,which occur subsequent to the date hereof.All decisions in connection with the implementation or use of advice or rec

6、ommendations contained in this report are the sole responsibility of the client.This report does not represent investment advice nor does it provide an opinion regarding the fairness of any transaction to any and all parties.In addition,this report does not represent legal,medical,accounting,safety,

7、or other specialized advice.For any such advice,Oliver Wyman recommends seeking and obtaining advice from a qualified professional.3 Oliver WymanEurope1,0629571,0421,0005214855174935134973,6553432UKSpainItalyGermanyFranceSAMPLEDETAILSMaleFemaleOther/do not want to disclose18-2425-3435-4445-5455-6465

8、+Oliver Wyman1865+1865+1865+1865+1865+1865+7,0942,0461,0101,0102,0221,006TotalTotalTotalTotalTotalTotal347Age distribution(%)Sex distribution30%20%10%0Telecom Operators:Mobile and fixed connectivity15 Oliver WymanMobile44%OF EU CONSUMERS PLAN TO SWITCH THEIR MOBILE OPERATOR.FRANCE ACCOUNTS FOR THE H

9、IGHEST CHURN INTENTION IN EU WHILE GERMANY FORESEES MORE STABLE TRADING DYNAMICSHow likely are you to switch mobile phone service provider?%of respondentsEUROPEAverageUKFranceGermanyItalySpain56%22%4%10%8%49%29%4%12%7%61%14%6%10%8%55%27%3%9%6%54%25%2%9%9%60%16%5%10%10%within 24 months but dont know

10、whenwithin 6 monthswithin 12 monthsLikely to changeI have no plans to changeUnlikely to changeSource:Oliver Wyman Telco Consumer Survey 2023.51%39%45%46%40%44%6 Oliver WymanPriceNetworkperformance/speedData allowanceCustomer serviceRegional coverageHandset includedBundled media,gaming&ent.servicesBu

11、ndled with other non-telco serv.(energy,sec.)Bundled financial servicesBetter ESG qualificationsPRICE IS THE SINGLE MOST RELEVANT DECISION ELEMENT ACROSS MARKETS.ESG AND HOLISTIC OFFERINGS BEYOND THE TELCO CORE ARE NOT SEEN AS COMPETITIVE ADVANTAGESUKFranceGermanyItalySpainPlease rank(1-10)each fact

12、or when deciding your next mobile service purchaseAverage ranking by respondents considering to switch(1=most important,10=least important)109876543211098765423110987654321109876543211098764523110987654321MobileSource:Oliver Wyman Telco Consumer Survey 2023.EUROPEAverage7 Oliver WymanMobileYOUNGER C

13、ONSUMERS ARE MORE PRONE TO SWITCH OPERATORS WHILE SENIORS ARE MORE LOYAL THAT BEING A PARTICULARLY STRONG PATTERN IN GERMANYEUROPEAverageUKFranceGermanyItalySpainYoung adults55EUROPEAverageUKFranceGermanyItalySpainHow likely are you to switch mobile phone service provider?%of respondents53%47%44%56%

14、32%68%64%36%45%55%25%75%64%36%58%42%38%62%57%43%51%49%36%64%52%48%54%46%35%65%58%42%50%50%33%67%Likely to changeUnlikely to changeSource:Oliver Wyman Telco Consumer Survey 2023.8 Oliver WymanLOW-COST OPERATORS SHOW A BALANCED PENETRATION ACROSS AGE SEGMENTS BEING EXCEPTIONALLY STRONG AMONG SENIORS I

15、N GERMANY AND UKEUROPEAverageUKFranceGermanyItalySpainYoung adults55EUROPEAverageUKFranceGermanyItalySpainPlease indicate the primary mobile service provider for your household%of respondentsMobile66%40%60%40%51%49%59%41%53%47%56%44%54%46%57%43%54%46%68%32%66%34%67%33%69%31%66%34%55%45%62%38%60%40%5

16、7%43%Traditional telcosLow-costSource:Oliver Wyman Telco Consumer Survey 2023.9 Oliver WymanSPAINHOLDS THE HIGHEST CONVERGENCE PENETRATION IN EUROPE AND UKTHE LOWESTSource:Oliver Wyman Telco Consumer Survey 2023.70%GermanySpainItalyUKFrance42%43%87%32%FMC penetration by country2023;%of households wh

17、ere the same operator provides fixed broadband and the primary mobile line10 Oliver WymanIN UK,DE AND IT,CONVERGENCE IS INEFFECTIVE TO BIND MOBILE CONSUMERS.IN FR AND ES WHERE 70%+OF CONSUMERS HAVE FMCPRODUCTS IT IS STILL SEEN A MODERATE BINDING EFFECTWILLING TO STAY WITH CURRENT OPERATOR WILLING TO

18、 SHIFT to a new OPERATOR72%48%48%88%35%78%44%45%93%34%Source:Oliver Wyman Telco Consumer Survey 2023.How likely are you to switch mobile phone service provider?FMC penetration by country for respondents stating a preferenceCountry convergence penetration 11 Oliver WymanWE CONSISTENTLY SEE A MIGRATIO

19、N TO LOW-COST OPERATORS;GERMANY BEING THE MARKET WHERE TRADITIONAL TELCOS ARE MORE RESILIENTWhich mobile provider are you thinking about moving to?%of respondents considering to switchLow-cost additional attractiveness vs.traditional telcoTraditional telcosTraditional telcosLow costLow costMobileCur

20、rentoperatorTo-beoperatorSource:Oliver Wyman Telco Consumer Survey 2023.GermanyMost resilient traditional operators;balanced exchanges between traditional and low cost operators,in both directionsCurrentoperatorTo-beoperator32%25%17%26%FranceCurrentoperatorTo-beoperatorProgressive erosion of traditi

21、onal telcos towards low cost brands26%25%20%30%UKSignificant migration from traditional to low cost playersCurrentoperatorTo-beoperator33%19%14%34%SpainSignificant migration from traditional to low cost operators increasingly at par in terms of value propositionCurrentoperatorTo-beoperator36%12%15%3

22、7%ItalyMost significant migration from traditional to low cost playersCurrentoperatorTo-beoperator19%17%22%42%12 Oliver WymanONLY 37%OF EU CONSUMERS ARE WILLING TO PAY EXTRA FOR A 5G CONNECTION-ITALIANS WITH THE HIGHEST WILLINGNESS TO PAY FOR 5G ACROSS AGE SEGMENTSAge clusterNo valueSee value,wont p

23、ayWould pay 0-5%moreWould pay 5-20%more54 Tot.48%18%20%15%54 Tot.44%18%22%16%54 Tot.35%21%24%19%54 Tot.38%25%23%13%54 Tot.46%21%20%13%Would you be willing to pay a little extra in your mobile subscription to enjoy a 5G connection?%of respondents34%38%43%37%33%UKFranceGermanyItalySpain40%YesMobileSou

24、rce:Oliver Wyman Telco Consumer Survey 2023.13 Oliver WymanFixed42%OF EU CONSUMERS PLAN TO SWITCH THEIR FBB OPERATOR.IN ITALY AND UK,FBB EXPECTED VOLATILITY IS GREATER THAN MOBILE Do you expect to switch home broadband provider?%of respondentsEUROPEAverageUKFranceGermanyItalySpain58%21%4%9%8%55%24%4

25、%9%9%65%14%5%9%6%52%27%6%9%6%62%19%2%9%8%55%18%5%11%11%within 24 monthsI have no plans to changewithin 6 monthswithin 12 monthsLikely to changeUnlikely but dont know whenSource:Oliver Wyman Telco Consumer Survey 2023.45%35%48%38%45%42%14 Oliver WymanPriceSpeedReliabilityCustomer serviceBundled media

26、,gaming&ent.servicesBundled with other non-telco serv.(energy,sec.)Bundled financial servicesBetter ESG qualificationsSIMILAR TO MOBILE,PRICE,SPEED AND RELIABILITY ARE THE KEY DECISION ELEMENTSWHEN SELECTING A NEW BROADBAND PROVIDEREUROPEAverageUKFranceGermanyItalySpainPlease rank(1-10)each factor w

27、hen deciding your next broadband purchaseAverage ranking by respondents considering to switch(1=most important,10=least important)876543211324567813248765132456781324132456785678FixedSource:Oliver Wyman Telco Consumer Survey 2023.15 Oliver WymanAS OBSERVED IN MOBILE,YOUNG ADULTS ARE MORE LIKELY TO S

28、WITCH BROADBAND PROVIDER THAN OTHER AGE SEGMENTSUKFranceGermanyItalySpainYoung adults55UKFranceGermanyItalySpainDo you expect to switch home broadband provider?%of respondentsFixedLikely to switchUnlikely to switch58%42%39%61%22%78%60%40%50%50%30%70%54%46%47%53%37%63%46%54%45%55%26%74%53%47%47%53%39

29、%61%46%54%54%46%31%69%Source:Oliver Wyman Telco Consumer Survey 2023.EUROPEAverage16 Oliver Wyman54AS OPPOSED TO 5G,FTTH IS PERCEIVED AS A SUPERIOR TECHNOLOGY ACROSS AGE SEGMENTS.ONLY IN GERMANY,WHERE DEPLOYMENT IS SLOWER,CONSUMERS DECLARE A LOWER INTERESTAge clusterYesNo,I am not interested in FTTH

30、54Are you planning to upgrade your home fixed broadband connection plan to FTTH(fiber at home)in the next 12 months?%of respondents,excluding the ones with already FTTH and those without accessibility68%37%65%65%52%YesMobile40%Source:Oliver Wyman Telco Consumer Survey 2023.FTTH availabilityXX%France

31、85%Germany38%Italy61%Spain95%UK47%545454CONFIDENTIALITYOur clients industries are extremely competitive,and the maintenance of confidentiality with respect to our clients plans and data is critical.Oliver Wyman rigorously applies internal confidentiality practices to protect the confidentiality of a

32、ll client information.Similarly,our industry is very competitive.We view our approaches and insights as proprietary and therefore look to our clients to protect our interests in our proposals,presentations,methodologies,and analytical techniques.Under no circumstances should this material be shared with any third party without the prior written consent of Oliver Wyman.Oliver WymanA business of Marsh McLennan