Nordic operator benchmark

The Nordic operator benchmark celebrates its 5th year

nordic-benchmark-2017-potential-participantsIn an international comparison, operators in the Nordic countries stand out – most often positively. The customers of the operators also stand out when it comes to usage, behaviours and expectation of quality:

Mobile
  • Very high smartphone penetration (up to 80%)
  • World’s highest data-only penetration (up to 20%)
  • World’s highest mobile data usage (up to 8 GB per SIM & month)
  • Very high postpaid share of base (up to 90%)
  • World-class network quality
  • Very high 4G population coverage (up to 99%)
  • Network sharing in 3 of 4 countries
Fixed & cable
  • Very high fiber (FTTB/H) homepass (up to 50%)
  • Medium cable TV homepass (40-65%)
  • Developed streaming and mobility habits
  • No use of Wi-Fi homespots
Quad
  • No true converged fixed/mobile offers – in some cases just extra mobile data if combining

cropped-Benchmarking.gifOur benchmarks have also shown that Nordic operators are productive, OPEX efficient, have a good channel mix with much of sales and care online – and generally interested to improve further.

When a Nordic operator wants to improve further, there’s little guidance available from outside of the Nordics region

In 2013, 2014, 2015 and 2016, tefficient has therefore run a Nordics-specific benchmark open solely to operators in Sweden, Finland, Norway and Denmark. In 2017, it runs again:

nordic-operator-benchmark-timeline-2017

In contrast to other benchmarks, it is 100% fact based without modifications done to actual operator data.

Our benchmark reflects reality, not a theoretical model

nordic-benchmark-2017-potential-participantsIn total, 15 operators are invited to participate. As previous years, the identities of the actual participants will be confidential. The benchmark results are only available to the participants.

An operator can, depending on business scope, focus or budget, participate in one, two or three of the benchmarks: Mobile, fixed/cable and/or the integrated benchmark.

  • Nordic benchmark KPI categoriesMobile benchmark: >600 KPIs
  • Fixed/cable benchmark: >600 KPIs
  • Integrated benchmark: >600 KPIs

All three benchmarks cover revenue, OPEX, CAPEX, headcount productivity, subscribers & channels, performance, traffic & load, quality and innovation & growth for 41 functions

Based on customer feedback, a number of additions and refinements will be done in 2017:

  • Further granularity in Customer service & telesales OPEX: Call center OPEX separated out from telesales, billing/activations etc.
  • Further granularity in Marketing & sales OPEX: Advertsing spend separated out
  • Further granularity in mobile revenue: M2M/IoT revenue separated out
  • New mobile Networks OPEX KPIs: Based on total mobile data throughput (not just volume)
  • New fixed Networks KPIs: Based on connectable FTTH, DOCSIS 3.1 and G.fast premises

If you’re among the 15 operators, please contact tefficient for an introduction.

Measure, compare and improve competitiveness within telecoms