Connected Consumer Survey 2017: Mobile Customer Satisfaction and Churn in Europe and the USA
|出版日期||內容資訊||英文 22 Slides
|聯網消費者調查 (2017年):歐洲、美國的行動通訊用戶的滿意度和客戶流失 Connected Consumer Survey 2017: Mobile Customer Satisfaction and Churn in Europe and the USA|
|出版日期: 2018年03月05日||內容資訊: 英文 22 Slides||
本報告提供歐洲各國、美國的行動通訊用戶的顧客滿意度及客戶流失 (短期解除合約的客戶)的水準和趨勢調查，促進顧客滿意度的上升和解除合約意願的諸要素，及商品搭售、附加服務等在客戶維繫時發揮的作用，新的費用模式和服務的數位化等對KPI (重要業績評估指標) 的影響等考察。
"Customer services rival pricing and network performance as a major driver of customer experience in mobile services."
This report uses Analysys Mason's Connected Consumer Survey to identify the drivers of customer service for mobile users in Europe and the USA. In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services.
The research was conducted in June 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.