Source:Communication Information News

(Reporter Du Feng) Recently, as the three major operators successively announced their operating data for December 2020, the operators’ full-year data are also freshly released. From the perspective of mobile user increments, China Telecom took the lead, adding 15.45 million mobile users, while the number of 5G package users and broadband users increased In terms of measurement, China Mobile is far ahead, but China Telecom 5G package users also added a net increase of 81.89 million throughout the year, exceeding the target set in the 2019 annual performance report.

getUrls?link=93aee5136746016168a782fb932687e4 - Operators competed on operating data in December last year. Why did China Telecom become a big winner?

2020 is a challenging year for the three major operators. In this year, operators are faced with many problems such as market saturation, fierce market competition, and epidemics. In such a severe market environment, it is not easy for operators to hand over the answer sheet, and China Telecom realizes the full-line growth of mobile, 5G, and broadband users, what growth password is hidden?

Net added 15.45 million mobile subscribersChina Telecom became the only winner

In 2009, the communications industry experienced a difficult period in which the number of mobile users was gradually saturated and the growth of 4G users was sluggish. In the competition for stock, from the perspective of the increase in mobile users, this year China Telecom is undoubtedly the most outstanding, the only one of the three operators to achieve positive growth.

To be specific, China Telecom has a net increase of 190,000 mobile subscribers in December 2020. 15.45 million new mobile phone users were added throughout the year, exceeding the company’s previously set target of 15 million, with a cumulative total of 351.02 million mobile users. In the mobile business, China Telecom is also the only operator with positive growth in 2020.

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China Telecom Changes in the number of mobile users (data:China Telecom Operational Data Announcement)

Compared with this, China Unicom mobile billing users decreased by 1.283 million in December, reaching a total of 306 million. The cumulative net loss of mobile billing users this year was 12.664 million, a record high, exceeding 12.44 million mobile users in 2015. number. In terms of breakdown, in the 12 months of this year, China Unicom experienced user loss in 8 months.

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China Unicom mobile billing user changes (Source:China Unicom operation data announcement)

In 2020, The mobile user development of China Mobile is also unsatisfactory. The data shows that although the total number of users of China Mobile has reached 94191.8 million, far away Leading, but in December 2020, the number of mobile customers of China Mobile decreased by 1.792 million. For the whole year of 2020, China Mobile has a net decrease of 8.359 million mobile customers. The annual negative growth in the number of mobile users has never happened before in the history of China Mobile.

For this situation, Ma Jihua, a senior expert in the telecommunications industry, analyzed that this situation may be mainly because the three major operators have adopted different strategies, China Mobile pays more attention to broadband users and new business transformation. China Unicom focuses on Transformation and efficiency enhancement, China Telecom pays more attention to the expansion of mobile phone users.

Actually, port portability is also a big variable in the increase or decrease of mobile users of operators. Deputy Minister of Industry and Information Technology Liu Liehong said at the end of last year that so far, China’s “number portability” service has accumulated 17 million users who have completed portability. Although the Ministry of Industry and Information Technology has not announced in detail the specific destination of these 17 million users, from the data of all parties, China Telecom is considered a small winner.

Some people in the industry say that telecommunications is still good in terms of network stability, and its tariffs are relatively flexible. In this regard, Fu Liang, a senior analyst in the telecommunications industry, also said that in 2020, the package of China Telecom is the most flexible and the lowest threshold. In terms of packages, its broadband packages are also attractive to mobile users.

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The total number of 5G package users exceeds 250 million, and mobile telecommunications are both first.

Another major focus of the operating data of the three major operators in 2020 is the rapid growth of 5G package users. According to the data, in addition to China Unicom has not yet disclosed the number of 5G package users, China Mobile and China Telecom both exceeded their annual targets. In the process of 5G expansion, the pace of the three major operators is actually inconsistent. In terms of the number of 5G package users, China Mobile stands out. . According to the operating data of China Mobile in December 2020, the net addition of 5G package customers was 17.621 million in that month. As of the end of December 2020, the total number of 5G package customers has reached 1650.3 million, far exceeding the expected net increase of 70 million, with a completion rate of 232%.

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2020China Mobile Changes in the number of mobile users (Source:China Mobile operational data announcement)

China TelecomThe growth data of 5G package users is also very eye-catching. In December 2020, China Telecom added 7.02 million 5G package subscribers, and the annual 5G package subscribers totaled a net increase of 81.89 million , 5G package users have accumulated 86.5 million, exceeding the expected target of 80 million in the 2019 performance report.

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The changes in the number of mobile subscribers of China Telecom in 2020 (Source:China Telecom Operational Data Announcement)

Currently, The total number of 5G package users of China Mobile and China Telecom has exceeded 250 million. It is worth mentioning that , China Telecom’s 5G package users although only China Mobile’s 52.4%, but the penetration rate has reached 24.6%, which is equivalent to one of the 4 mobile users of China Telecom is a 5G user. This ratio is significantly higher than the 17.5%penetration rate of China Mobile.

The 5G package users have achieved a 200 million jump in a year, and the rich application content rights in the package are indispensable. Although 5G still lacks killer applications, in addition to basic traffic requirements, 5G package application content rights are becoming more and more abundant. Taking China Telecom as an example, the 5G upgrade package provides content rights including videos, music, games, cloud disks, etc. And are members who give away these apps for free.”Adding volume without increasing price” can also enjoy more rights than 4G packages, driving many 4G users to migrate to 5G.

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A good network experience is the cornerstone of development. China Telecom quickly deploys and optimizes 5G networks, including China Telecom continues to cooperate with China Unicom to jointly build and share 5G networks, and build a shared 5G base station in the past year It has reached 330,000 stations, quickly establishing network coverage, and more and more users can enjoy 5G high-speed network services. Not only that, China Telecom is also the first to realize the large-scale commercial use of 5G SA. The 5G SA network with good coverage, stable signal, and excellent experience provides users with better and better 5G services, opening up a new smart life.

In the 5G era, competition for user service quality has become the focus

In addition to network quality, package content, and price, the factors that affect the rapid development of operators are also related to the services provided by operators. , Including pre-sales and after-sales Q&A, installation and maintenance response speed, etc. In recent years, operators have intensified user service quality assessments and continuously strengthened user rights protection.

Take China Telecom as an example, China Telecom is customer-centric, and deepens the “user has the final say” evaluation system. On the one hand, it optimizes service evaluation standards and incorporates key perception indicators that are closely related to users such as network, channel, delivery, and tariff The service assessment system strongly guides provincial companies to effectively improve service levels. On the other hand, it actively improves service capabilities, aims at”satisfied customers”, builds self-service intensive evaluation capabilities, increases the experience of key products, and fully acquires user experience perception in key scenarios.

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As of June 2020, China Telecom won the Ministry of Industry and Information Technology’s comprehensive satisfaction score of 82.03 in the second quarter. Leading; the effective appeal rate of one million users was 61.4, a year-on-year decrease of 27.5%, keeping the lowest in the industry. Thanks to its good reputation in terms of”user service” quality, China Telecom has become the first choice of many users.

This year, China Telecom will further improve the service quality of operators. At the 2021 work conference, China Telecom emphasized the need to adhere to customer-centricity and accelerate service upgrades and business expansion. One of the goals of China Telecom in 2021 is to build a service-oriented enterprise.

In the 5G era, price wars are gone forever. Users will pay more attention to the added value of packages and operators’ services. Good service is the key to victory. Operators need to strengthen services to promote value recovery. , So as to achieve a win-win situation with users.