Delivering Consumer Value in Digital Times

Delivering Consumer Value in Digital Times
The study for ETNO puts forward a fresh perspective on the relationship between telecom operators and their customers, complementing existing surveys and providing an overview of new challenges in digital markets.

European telecom services are evolving with consumer value on the rise

As European consumers eagerly take-up data-driven services and increasingly communicate across digital channels, telcos are delivering increased value and improved service to their customers. This is the main take away of the new study unveiled by Assembly – the independent, London-based analyst firm – and ETNO – the Association representing Europe’s leader provider of digital networks and services. The study puts forward a fresh perspective on the relationship between telecom operators and their customers, complementing existing surveys and providing an overview of new challenges in digital markets.

Key findings

  • Increased choice, diverse offers and affordability: The study reveals that Europeans have broad choice of providers of telecom services, but also a wide range of offers. Among others, bundles are very popular with consumers: their uptake is high and consumers tend to be more satisfied with packages than standalone products. In addition, offers are increasingly tailored and diverse, including more than just connectivity (e.g: video content, music streaming, cloud storage).

  • Customer focus and transparency tools: As offers become more tailored and complex, European telcos are increasing their customer focus and engaging more closely with end users. Telcos have developed an omni-channel approach: customers are able to engage through AI-enabled apps, social media, online portals as well as traditional channels such as stores and by phone. This includes innovative accessibility features, which are leveraging smartphone technology as a key enabler of access to online content for people with disabilities.

  • Trust and data protection, a key strength: In an increasingly data-driven society, trust appears to be a significant asset for telecom operators. The sector scores at the top for confidentiality of information, also thanks to regulation. However, telcos are going the extra-mile in launching tools to allow customers to control their data. This includes apps, data cockpits and customer relationship system geared towards protection and control of own data.

  • More value and better satisfaction: Increased investment in telecom networks – especially ubiquitous connectivity, is improving the customers’ perception of telecoms services. Consumers in key European markets judge the service good or satisfactory. This happens as telcos continue scaling up investment in both mobile and fixed connectivity.

Join us in Brussels

Join us for a lunch debate at which we will unveil our new study for ETNO – “Delivering Consumer Value in Digital Times”

12:00  – 14:00, Wednesday 2 October 2019
Sofitel Europe, Place Jourdan, Brussels


12.00-12.30 – Registration

12.30-12.45 – Introduction & Study Presentation

  • Lise Fuhr, Director General, ETNO

  • Matthew Howett, Founder & Principal Analyst, Assembly Research

12.45-14.00 – Keynote Panel Debate

  • Stefan Lechler, Deputy Head of Unit, Electronic Communications Policy, DG Connect, European Commission

  • Carina Törnblom, Advisor to the Director for Consumers, DG Justice and Consumers, European Commission

  • Danielle Jacobs, CEO, Beltug, the Belgian Association of Digital Technology Leaders

  • Malte Firlus, Senior Manager EU Affairs, Deutsche Telekom and Chairman of Digital Economy and Consumers Working Group, ETNO

Moderated by Paolo Grassia, Director of Public Policy, ETNO

Should you wish to get involved on Twitter, please use the hashtag: #DigitalConsumerStudy

Find Out More

We realise that sometimes you need an independent research partner to carry out a study on your behalf. We have carried out a number of research projects for a range of different types of client.

Tell us about your requirements and we’ll let you know what we can do.