Telecom

Connect changing needs with better experiences.

Understand changing connectivity needs, customer expectations and the service experiences that drive adoption and retention.

Research applications

Questions that move
your sector forward.

People worth hearing

Consumers
Business users
Channel and service teams

Understand connectivity needs

Explore how consumer and business needs vary by use case, audience and market. Investigate the role of reliability, value and service in choosing a provider.

Follow the service journey

Study discovery, activation, usage and support to understand where expectations are met or missed. Hear from customers at the moments that matter.

Bring channels into the picture

Include channel and service-team perspectives to understand how propositions are explained, sold and supported in practice.

Planning your study

Context changes
the research design.

These considerations help turn a broad topic into a brief that reaches the right people and produces relevant evidence.

Define the connectivity use case

Consumer mobile, household broadband and enterprise connectivity involve different expectations. Identify the service, usage pattern, geography and customer relationship relevant to the decision.

Separate perceptions from technical measures

Research can explain reported reliability, value and service experiences. It should not be presented as network engineering performance data unless an appropriate technical measurement is separately included.

What the work can deliver

Evidence with
a practical purpose.

The right outputs depend on the decisions your team needs to make. These are representative possibilities; we agree formats, sample and research coverage before the study begins.

Relevant approaches

Market research · Journey research · Customer interviews

01Customer needs and expectations
02Service journey findings
03Channel perspectives
04Proposition and retention opportunities

Build the right study

Services relevant to this sector.

Customer experience research

Investigate onboarding, issue resolution and reasons for switching.

Multi-market fieldwork

Reach relevant consumer and business audiences across Indian markets.

Planning across Indian markets or looking for international expert perspectives? Share the locations, languages and profiles so we can assess access and feasibility.