Parks Associates reported last year that 60% of respondents in a survey valued a rewards program for being a loyal customers, third only to the ability to roll over unused data (66%) and free access to Wi-Fi hotspots (65%) as “very important” when considering a new service provider.
"The U.S. mobile service market has grown intensely competitive over the last three years as growth in new smartphone subscribers tapers off," Harry Wang, Parks' senior director of research, said last year. "U.S. operators have ramped up incentives to lure subscribers from competitors and encourage their own to stay longer—their game plans have switched gears from ARPU growth to churn management. The migration away from a two-year contract has made service switching easier for consumers, and consequently mobile service providers are facing more pressure on churn."
From the article "AT&T kills Plenti loyalty program but touts ongoing Thanks campaign" by Colin Gibbs.
Parks Associates analyst Brett Sappington agreed that it will be compelling for some customers, particularly due to content that won’t be available elsewhere like MLS games and some of the college spo...
Media research firm Magrid has found that 26% of millennials share passwords for video streaming services, while Parks Associates predicts that in 2021, $9.9 billion of pay-TV revenues and $1.2 billio...
Brett Sappington, director of research at Parks Associates, said price increases are a leading reason why viewers cancel subscriptions. “Customers don’t like surprises that hurt their pocketbook,”...
Most companies don’t disclose quarterly churn rates, though third-party organizations such as The NPD Group and Parks Associates track cancellations through research and surveys. Data from analytics f...
