Throughout the ongoing COVID-19 crisis, ShareTracker has been busy collecting data detailing exactly how end users are consuming internet and wireless services—critical insight for the telecommunications industry, which is struggling to keep users up and running from home.
Last week, ShareTracker released important data detailing COVID-19’s impact on consumer wireless and internet users. Today, ShareTracker has gone a step further—releasing new, preliminary data highlighting COVID-19’s impact on business end-users.
For this study, ShareTracker surveyed 4,074 employed adults aged 18 or over, who have at least one cellular-enabled wireless computing device in their household.
First, ShareTracker inquired about how COVID-19 has changed the way people work. Forty-six percent of workers, the survey found, are now remote. Surprisingly, 31 percent reported having no changes despite the current situation.
Next, ShareTracker asked employers for input on COVID-19. Thirty-four percent of respondents said that more employees are working remotely, while 28 percent have temporarily reduced or suspended operations.
It’s reassuring to see that 25 percent of employers have incorporated new security measures, with cybersecurity experts anticipating a large rise in cyberattacks against insecure home networks and remote connections.
Mobile devices, broadband upgrades, and web service upgrades appear to be less of a priority right now.
One thing is clear following the survey: Workers are growing frustrated with service issues, for both broadband and wireless. Out of the two, broadband seems to be giving workers more trouble.
Naturally, many ISPs and wireless carriers are listening to consumer needs during this time and trying to come up with offerings to keep customers satisfied.
This begs the question: What do people want?
On the broadband side, 34 percent of respondents indicated they want service discounts and free service for qualified users. This was followed by waiving late fees (23 percent), deferred payment options (19 percent).
On the wireless side, 25 percent want deferred payment options. This was followed by waiving late fees and eliminating data caps, at 21 percent each.
Wireless Carrier Offerings
Surprisingly, about half of respondents on each claimed they don’t want any of the above-mentioned offers—indicating they are aware of the strain this is placing on networks and are content with what they are getting, or they want other offers that were not listed.
The survey then asked respondents to prioritize offers.
Business and Consumer Comparison
ShareTracker also compared wireless end-user data through 1Q20, with consumer data from March. In both groups, nearly half of respondents indicated have been displaced from work as a result of COVID-19.
Impact on Personal Work Habits/ Communication Choices
|Wireless End Users
|Now work from home as a result of COVID-19||46%||47%|
|Changed/plan to change my broadband carrier or data plan to give me more speed/bandwidth||16%||18%|
|Changed my wireless carrier or data plan to give me more speed/bandwidth||15%||n/a|
|Made changes to my Internet service to cut costs||10%||3%|
|Made changes to my wireless service to cut costs||5%||n/a|
|Watching more Video on Demand movies||n/a||18%|
|Adding new streaming services||n/a||14%|
|Upgrading my current Pay TV subscription to add premium channels||n/a||7%|
|Changing, downgrading or eliminating TV services to reduce costs||n/a||7%|
|No personal/HH changes||31%||28%|
The following is a breakdown of how both groups are responding to internet and wireless offers:
Internet Carrier Offers
|BB – Service discounts/free service for qualified users||34%||16%|
|BB – Waiving late fees||23%||16%|
|BB – Providing more speed||21%||16%|
|BB – Deferred payment options||19%||15%|
|BB – Eliminating data caps||18%||14%|
|BB – None of these||49%||69%|
Wireless Carrier Offers
|Wireless – Deferred payment options||25%||14%|
|Wireless – Waiving late fees||21%||16%|
|Wireless – Eliminating data caps||21%||15%|
|Wireless – Providing more speed||19%||13%|
|Wireless – Service discounts/free service for qualified users||18%||12%|
|Wireless – None of these||50%||70%|
Offer Ranking – which is most important?
(Ranked as #1 or 2)
Wireless EU- 1Q20
(Ranked as #1 or 2)
|Service discounts/free service for qualified users||53%||34%|
|Deferred payment options||31%||29%|
|Waiving late fees||24%||33%|
|Eliminating data caps||24%||30%|
|Providing more speed||32%||43%|
|Offer additional data security tools||10%||16%|
|Provide service level guarantees||8%||16%|
|None of these are important to me||10%||30%|
To follow the latest developments in the telecom industry from COVID-19 follow us on LinkedIn, Twitter, and Facebook, or drop us an email at firstname.lastname@example.org. You can always visit us at ShareTracker as well.