
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.
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.
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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