Customer Experience: The Driver Behind Telecom Revenue and Retention

Traditional network monitoring checks if your network is running, but not if your customers are happy. In today’s competitive telecom market, that’s a costly mistake. Research shows 80% of future revenue will come from just 20% of existing customers¹, and satisfied customers are over four times more likely to buy again than neutral ones² .
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In 2021 alone, the U.S. wireless market had over 300 million subscribers and a churn rate of 31%, that’s 93 million customers walking away to competitors³ . Operators with higher Net Promoter Scores (NPS), a key measure of customer loyalty, were the ones who invested in customer experience, and they reaped the rewards.

The takeaway? Measuring and improving customer experience continuously, in a unified way across the business, is not optional. It’s the key to aligning your teams, protecting revenue, and turning customers into long-term advocates.

1. BigCommerce. (n.d.). How to retain customers and spend less. BigCommerce. Retrieved August 12, 2025, from https://www.bigcommerce.com/glossary/how-retain-customers-and-spend-less/

2. CustomerGauge. (n.d.). Average churn rate by industry. CustomerGauge. Retrieved August 12, 2025, from https://customergauge.com/blog/average-churn-rate-by-industry/

3. Trustmary. (n.d.). Net Promoter Score: The definitive guide to NPS. Trustmary. Retrieved August 12, 2025, from https://trustmary.com/nps-net-promoter-score/