Cover Image
市場調查報告書

連網型消費者調查 (2017年):歐洲、美國的固定寬頻的保持率和滿意度

Connected Consumer Survey 2017: 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 19 Slides
商品交期: 最快1-2個工作天內
價格
Back to Top
連網型消費者調查 (2017年):歐洲、美國的固定寬頻的保持率和滿意度 Connected Consumer Survey 2017: Fixed Broadband Retention and Satisfaction in Europe and the USA
出版日期: 2018年03月05日 內容資訊: 英文 19 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使用者數量的變化,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
  • 客戶流失的促進因素
  • 顧客滿意度的促進因素
  • 附加價值服務 (VAS) 對顧客滿意度的影響
  • 調查手法和面板資訊
  • 關於著者、ANALYSYS MASON

調查對象國家

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

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄

"Many customers are likely to overlook high prices as long as operators' services deliver the promised results and complaints are dealt with efficiently."

The growing availability and affordability of superfast broadband is creating new opportunities for well-positioned players, but pricing remains key. In this report we focus on the drivers of satisfaction and churn of broadband customers in Europe and the USA.

This report provides:

  • new consumer insights derived from 7090 respondents surveyed in 7 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 the 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 2017. 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 7090 respondents.

Geographical coverage:

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

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • CHURN DRIVERS
  • SATISFACTION DRIVERS
  • IMPACT OF VAS ON CUSTOMER SATISFACTION
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THEAUTHORS AND ANALYSYS MASON
Back to Top