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Consumers weigh price, perks, and carrier options

KPMG telecom consumer survey results indicate the cost of wireless service is top of mind, but not the only factor testing customer loyalty

KPMG conducted a survey of consumers to determine how inflation may be impacting their wireless spend, and to better understand satisfaction with their current carrier, as well as priorities related to service options.

Current economic conditions, shifting customer preferences, and the emergence of alternative wireless options continue to shakeup the wireless market. Inflation and economic uncertainty have already caused some consumers to start paring back their wireless bills, while others are seriously considering doing so in the months ahead.

With consumers shopping for better prices, carriers will be looking for ways to prevent customer churn.


  • Although most respondents used one of the big three U.S. carriers, 57 percent said they would be willing to explore new wireless plans from cable companies, satellite providers or other providers entering the market.
  • 41 percent of respondents said the one thing they would change about their carrier was price, that is, a lower cost for the same service.
  • Information security and privacy are essential. Customers trust their wireless carriers but remain concerned about how some of their data is used. 

Dive into our thinking :

Consumers weigh price, perks, and carrier options

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Sean Sullivan
National Telecommunications Industry Leader, KPMG US

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