Second-ranked mobile operator Total Access Communication (DTAC) saw negative growth in subscriptions for the first time last month in the wake of its network failure as 5,000 customers changed networks.
Chaiyod: Churners were high spenders
The cancellation or churn rate, the rate at which people change operators, was counted between Dec 5 to Jan 16 via the mobile number portability (MNP) system.
The figure was reported by the MNP Co, which manages and handles number portability service.
MNP allows customers to retain their numbers when changing from one network operator to another. They must stay with the new operator for at least three months before switching.
Some 401,053 customers made MNP requests during the period, but only 304,779 numbers migrated successfully. Of the total, CAT Telecom gained 78,000 customers thanks to those transferring to True Move H 3G service.
Mobile leader AIS enjoyed 50,000 new subscribers during the period.
Third-ranked True Move saw 110,000 customers move to other networks, mainly to its 3G service.
DPC of AIS had 12,000 numbers change networks.
Chaiyod Chirabowornkul, chief customer officer of DTAC, admitted last month it saw 3,300 net customers port-out, compared to an average of 1,000 normally.
"The figure might be significant, but it will be of minimal impact because we have 23 million customers," he said.
Mr Chaiyod acknowledged the customers who left were high spenders. "We need to launch more activities to boost customer confidence."
Jon Eddy Abdullah said earlier it would be too early to evaluate its churn rate after the network went down last month. He added the incidents would not severely damage its market position.
DTAC credited 300 million baht to its customers for the first network collapse, plus another 50 million baht for the second service disruption.