Football and COVID-19\ COVID-19 and fixed broadband\ COVID-19 telecoms impact in the UK\ COVID-19 and the UK economy\ “Never waste a good crisis”

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Welcome to the Venture Insights newsletter!
In this week’s edition, we look at the suspended football season due to COVID-19, the implications of COVID-19 for the fixed broadband in Australia, what ANZ telcos should do to improve their customer channels, and the impact of COVID-19 on UK telecoms and the UK economy as a whole.

CHART OF THE WEEK

Do you plan to upgrade your home broadband service to better support your work from home in Australia?



Source: VENTURE INSIGHTS CONSUMER SURVEY MARCH 2020, N=1,016

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Football and COVID-19

‘Big five’ European league clubs’ revenue, 2017/18 (€m)



Source: LEAGUES, DELOITTE ANALYSIS

In a likely scenario, the suspended football season could be concluded in empty stadiums in a June and July rush, nevertheless with severe financial consequences. Pay-TV incumbents like Sky face limited risk—at worst they lose four months of subscription revenue for games already paid for. No-contract services such as DAZN must anticipate a more severe shock. To limit disruption, pain will have to be shared across the supply-chain with players’ pay first in line. But fast coordination in a continent-wide, multi-layered industry is challenging; in places, the issue may turn political. For a more detailed look at how the implications of suspension and resumption scenarios and the impact of recessions on pay-TV, click to read a report from our UK research partner, Enders Analysis.

Click to read report

COVID-19 and fixed broadband

Do you feel your home broadband service is suitable for working from home in Australia?



Source: VENTURE INSIGHTS CONSUMER SURVEY MARCH 2020, N=1,016

There is a massive global shift in employees working from home (WFH), creating a pressure on telcos to adapt to the new data traffic pattern. Venture Insights’ latest Australian consumer survey shows that 23% of respondents do not believe their service is suitable to WFH and are thinking about upgrading, potentially creating a revenue opportunity for the telcos. In short-term, an increase in the data traffic on home broadband networks won’t be monetarily beneficial for the telcos due to their voluntary free increase in data allowance and/or speed tier for their consumers. In the longer term, a retention of consumers on the higher plans may create revenue opportunities for them. However, we believe the bigger issue is further pressure on retail ARPUs as customers churn from premium broadband providers to cheaper alternatives due to the expected economic downturn. For a detailed outlook, click on to read our latest report.

Click to read report

COVID-19 telecoms impact in the UK

Peak time capacity usage by activity



Source: Enders Analysis based on Sandvine reports, North America 2016

Demand for telecoms capacity is booming, and the networks can (broadly) cope, with the increase primarily in off-peak demand. However, as the crisis continues, maintaining resilience becomes more challenging. In the short term, the demand for ample, reliable connectivity coupled with reduced churn will add resilience to operator financials, although there may be significant weak spots especially in business markets. However, as the crisis goes on, the pressure on capacity and network maintenance may grow, and the impact of the dramatic economic slowdown on consumers and businesses will also put pressure on financials. For a more detailed look at how the telecoms in the UK is dealing with COVID-19, click to read a report from our UK research partner, Enders Analysis

Click to read report

COVID-19 and the UK economy

Indexed growth by employment type (Q1 2008 = 1)



Source: ONS, ENDERS ANALYSIS

To fight against the UK’s incipient pandemic, a full lockdown is in place for all but essential workers in healthcare, telecoms, food, utilities and banks. Households have cut expenditure on all out-of-home categories from transport to entertainment and shopping (apart from food), and a tsunami of insolvencies beckons. Advertising is in disarray as consumers pull spending for the foreseeable future. The Chancellor’s measures of mitigation aim to preserve businesses until the crisis ends. Wage aid will keep furloughed workers paid, although mass unemployment and recession appear inevitable. For a more detailed look at how COVID-19 is affecting the economy in the UK, click to read a report from our UK research partner, Enders Analysis.

Click to read report

“Never waste a good crisis” – What ANZ telcos should do to improve their customer channels



Source: VENTURE CONSULTING 

The past two weeks have been chaotic for customers trying to reach their telco providers – IVRs have played long, hastily rolled out COVID-related messages, some call centres have struggled to answer phones, stores have been out of reach due to social distancing, and few operators have answered live chats. There is a risk that the rapid shift to remote channels with modest capabilities will drive a real decline in customer satisfaction for many players.

Telco operators in Australia and New Zealand still lag their global peers in terms of offering a good customer experience on purchase and customer service journeys. The good news is that there are short term quick fixes to elevate customer experience, while more medium-term measures are put in place to set operators up for a post-coronavirus “new normal”.
Read this report from Justin Jameson (CEO, Venture Consulting), based on Venture Consulting’s proprietary research benchmarking operators’ IVR, website and social media channels conducted as the COVID-19 took hold in ANZ in Feb and Mar 2020.

Click to contact

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