THE IMPACT OF CORONAVIRUS on household finances is continuing to manifest itself in consumers’ intentions when it comes to the wireless category, according to Solutions Research Group.
Almost one-in-four (23%) wireless subscribers – representing some 7.3 million Canadians with wireless devices – say they expect to contact their wireless providers in the next three months, according to new data from SRG’s upcoming Mobile & Wireless 2020 study.
When asked why they’ll contact their carriers, the top reason cited is “to request better pricing.” This was mentioned by half (50%) of those who plan to contact. Other reasons (see below) for contact carriers are a mixed bag including some good news for wireless providers: 32% said they will upgrade to unlimited data and 25% plan to add a data plan, or upgrade to a bigger data plan. “Payment deferrals” were cited by 18% and 14% said they will call to downgrade their service to save money.
Wireless companies who provided relief to their customers during the lockdown or offered added-value such as extra data or free long distance were noticed and received high marks for their customer care according to the research. Wireless providers who remain flexible and responsive to their customers will minimize churn in the second half of the year, says SRG.
