These companies have to cope with the greatest loss of customers


The ongoing pandemic is leaving its mark on communications companies in particular: many customers are reviewing their contracts and terminating them.

Corona also had the year 2021 firmly under control – with sometimes still massive consequences for people. Short-time working or job loss resulted in a worsened economic situation for many consumers. This also had consequences for companies: many customers rethink their contracts, terminate unnecessary items and look for cheaper alternatives. Even consumers who did not have to accept economic cuts often used the increased free time in the pandemic situation to review their contracts.

The company Volders has evaluated around 600,000 terminations in the past year, which were received by the digital termination service. Vodafone was therefore the company that had to cope with the greatest loss of customers in Germany in 2021. With around 30,000 layoffs, the telecommunications service provider leads the ranking, replacing its competitor Deutsche Telekom from first place. Around five percent of all terminations were received by Vodafone and around 4.5 percent by Telekom. Third place was occupied by O2 with four percent of all contract terminations.

New in the top ten companies with the highest number of customers leaving: PayPal. Despite the boom in online shopping, around 8,000 customers terminated the payment service provider via the Volders service in 2021.

Reason for termination no. 1: costs

According to Volders, the most common reason for terminating contracts is the cost: 20 percent of Vodafone customers gave financial reasons for termination, 21 percent at O2 and almost a quarter of consumers (24 percent) at Deutschland Telekom.

Customer loss at Spotify & Co.

While in times of lockdown many people – sometimes even in the home office – spent their time streaming, many now seem to be spending their time doing other things again. This could be an explanation for the fact that there are now three streaming providers in the current ranking: Amazon Prime, Sky and Spotify. Together they came to around 36,000 cancellations to over 14,000 contract cancellations more than in 2020.

The most terminated companies in 2021

company

Terminations

Percentage of all terminations

Vodafone

28.250

4,8%

Telekom

26.368

4,4%

O2

24.009

4,0%

1&1

19.972

3,4%

Amazon prime

18.698

3,1%

Mobilcom Debitel

16.462

2,8%

PVZ

11.800

2,0%

Sky

10.918

1,8%

Wert guarantee

8.420

1,4%

Paypal

7.900

1,3%

German Postcode Lottery

7.886

1,3%

Parship

7.854

1,3%

McFit

7.756

1,3%

Spotify

6.987

1,2%

Weight Watchers

5.735

1,0%

Source: Volders, Germany, 2021, as of December 17, 2021

Source: com! professional by www.com-magazin.de.

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