It further uncovers the need for service providers to roll out Wi-Fi services in India. Although 53 percent of the respondents had a mobile internet plan, 47 percent used Wi-Fi in public places and 67 percent used Wi-Fi, even though some had active mobile internet plans. 

Other key global findings include: 

• Churn persists within service provider industry: While 63 percent of respondents stated they would recommend their service provider, citing customer care/experience (89 percent) and high-quality Internet connection and coverage (59 percent) as the top reasons for their endorsement, 50 percent of respondents said they had been with their current service provider for less than a year. 

• Customers prefer “traditional” service providers: 80 percent of respondents would not consider switching to OTT disruptors if these players offered mobile connectivity. The top reasons were: privacy & security issues, lack of trust and potential network quality issues. Global variations were significant – the majority of APAC and emerging markets were more likely to consider OTT disruptor services, while mature markets in Europe and North America proved more loyal.
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