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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 2018: 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 16 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 (2017年):歐洲、美國的固定寬頻的保持率和滿意度 Connected Consumer Survey 2018: Fixed Broadband Retention and Satisfaction in Europe and the USA
出版日期: 2019年04月03日內容資訊: 英文 16 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

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目錄

"Fixed broadband service speeds correlated with the greatest churn improvements in Europe and the USA, which is an added incentive for operators to invest in improving speeds."

This report focuses on aspects of Analysys Mason's ‘Connected Consumer Survey ’ that relate to the behaviour, preferences and plans of fixed broadband users in Europe and the USA. In particular, it focuses on the drivers of satisfaction and churn of broadband customers in Europe and the USA.

This report provides:

  • new insights into consumers' experiences with their fixed broadband services in Europe and the USA derived from respondents surveyed in eight different countries
  • a breakdown of the key factors affecting Net Promoter Score (NPS) and churn, with further discussion about which operators are particularly effective at achieving high scores
  • an analysis of recent changes in operator NPS
  • insight into operator channels and the link with customer satisfaction
  • detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.

Survey data coverage

The research was conducted between July and September 2018. The survey groups were chosen to be representative of the mobile-Internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. There was a minimum of 1000 respondents per country, and 8000 respondents in the region.

Geographical coverage

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

Table of Contents

  • Executive summary
  • Speed and customer service correlate with improved satisfaction
  • Speed increases correlate with the greatest churn improvements
  • The presence of VAS corresponds with improvements in satisfaction
  • Methodology and panel information
  • About the author and Analysys Mason
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