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市場調查報告書

連網型消費者調查:歐洲、美國的固定寬頻的保持率和滿意度

Connected Consumer Survey 2016: Fixed Broadband Retention and Satisfaction in Europe and the USA

出版商 Analysys Mason 商品編碼 356537
出版日期 內容資訊 英文 32 Slides
商品交期: 最快1-2個工作天內
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連網型消費者調查:歐洲、美國的固定寬頻的保持率和滿意度 Connected Consumer Survey 2016: Fixed Broadband Retention and Satisfaction in Europe and the USA
出版日期: 2016年04月19日 內容資訊: 英文 32 Slides
簡介

本報告提供歐洲、美國的固定寬頻的保持率滿意度調查分析,固定寬頻用戶的利用行動和偏好,固定寬頻服務的使用習慣和人口統計的變化,NPS (淨推薦值) 的影響要素,附加價值服務相關資訊等系統性資訊。

目錄

  • 摘要整理
  • 客戶流失主要理由
  • 顧客滿意度的推動因素
  • 商品搭售讓附加價值服務成功
  • 調查手法和面板資訊
  • 關於著者、Analysys Mason
目錄

"Significant investment in next-generation access (NGA) and attractive discounts offered by operators are changing the competitive landscape in Europe and the USA."

The growing availability and affordability of superfast broadband is creating new opportunities for well-positioned players, but customers also have higher expectations of their service. Operators need to keep on top of these changes in the market.

This report provides:

  • new consumer insights derived from 7250 respondents surveyed in seven different countries
  • insights into the usage behaviour and preferences of fixed broadband subscribers
  • information about bundling, retention, changing usage habits and changing demographics for fixed broadband services
  • a breakdown of the key factors affecting Net Promoter Score (NPS), with further discussion about which operators are particularly effective at achieving high scores
  • detailed information about which value-added services have a measurable effect on customer satisfaction.

SURVEY DATA COVERAGE

The research was conducted in July and August 2015. The survey groups were chosen to be demographically representative of the broader online consumer population. We set quotas on age, gender and employment status to that effect. There were a minimum of 1000 respondents per country. The total sample size was 7250 respondents.

GEOGRAPHICAL COVERAGE

  • France
  • Germany
  • Poland
  • Spain
  • Turkey
  • United Kingdom
  • USA

SAMPLE PAGES

ABOUT THE AUTHORS

Aris Xylouris (Research Analyst) is a key contributor to Analysys Mason's primary research for the Consumer Services research practice and manages our Connected Consumer Survey. His work involves in-depth coverage of issues such as consumer behaviour, convergence and bundling, and mobile and fixed service pricing. Aris also contributes to the Fixed Broadband and Video, Mobile Services, Digital Economy and Mobile Devices research programmes. Aris is a trained economist and before joining Analysys Mason he held internships as an economic analyst in the media sector, working on market analysis, financial evaluation, profitability analysis and business plan development. His wider experience includes quantitative forecast modelling and computer simulations using agent-based models. Aris holds a Bachelor in Economics from Athens School of Economics and Business, and an MSc in Behavioural Economics from Warwick University.

Martin Scott (Principal Analyst) co-ordinates Analysys Mason's research initiatives related to media, TV, fixed broadband and convergence. He manages the Fixed Broadband and Multi-Play research programme and is a significant contributor to the Future Comms and Media programme. Martin has held numerous positions within Analysys Mason during the last 10 years, including heading the company's Consumer Services, Data and Regional Markets practices. He also launched Analysys Mason's Connected Consumer and Consumer smartphone usage series of research. His primary areas of specialisation include service convergence, OTT video and media, consumer smartphone usage, the bundling and pricing of multi-play services.

Table of Contents

  • EXECUTIVE SUMMARY
  • KEY REASONS WHY PEOPLE CHURN
  • UNDERSTANDING THE DRIVERS OF CUSTOMER SATISFACTION
  • BUNDLING VALUE-ADDED SERVICES SUCCESSFULLY
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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