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市場調查報告書

聯網消費者調查:歐洲、韓國、美國的手機用戶的滿意度

Connected Consumer Survey 2016: Mobile Customer Satisfaction in Europe, South Korea and the USA

出版商 Analysys Mason 商品編碼 357129
出版日期 內容資訊 英文 34 Slides
商品交期: 最快1-2個工作天內
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聯網消費者調查:歐洲、韓國、美國的手機用戶的滿意度 Connected Consumer Survey 2016: Mobile Customer Satisfaction in Europe, South Korea and the USA
出版日期: 2016年04月29日 內容資訊: 英文 34 Slides
簡介

本報告提供全球主要8個國家手機用戶的行為調查,費率方案,服務綁定套組,網路品質等,顧客滿意度、契約維持的因素分析彙整。

目錄

  • 摘要整理
  • 手機用戶解約的主要理由
  • 行動客戶的保持上商品搭售的效果
  • 行動網路與解約
  • 調查手法、面板資訊
  • 關於著者及Analysis Mason

調查對象國家

  • 法國
  • 德國
  • 波蘭
  • 韓國
  • 西班牙
  • 土耳其
  • 英國
  • 美國
目錄

" If operators cannot get the basics of customer service and coverage right, then, regardless of the generosity of their data allowances and the speed of their networks, they will have difficulty holding on to their customers ."

Consumers in developed markets are going through a transition period, during which their priorities are moving beyond price and their reasons for churn are changing. Operators need to adapt their means of retention when established approaches to service design and device bundling become less convincing to consumers.

This report provides:

  • an analysis of mobile customer behaviour in eight countries (six in Europe, South Korea and the USA), using a total sample of more than 8000 respondents
  • a description and assessment of the drivers that influence mobile customer satisfaction and retention, including:
    • the role of tariff types (prepaid, contract and SIM-only), service bundles (voice, data, convergence) and smartphones
    • the relationship between network quality and 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 8270 respondents.

Geographical coverage

  • France
  • Germany
  • Poland
  • South Korea
  • Spain
  • Turkey
  • UK
  • USA

Sample Pages

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Table of Contents

  • EXECUTIVE SUMMARY
  • KEY DRIVERS OF MOBILE CUSTOMER CHURN
  • EFFECTS OF BUNDLING ON MOBILE RETENTION
  • MOBILE NETWORKS AND CHURN
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THE AUTHORS AND ANALYSYS MASON
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