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市場調查報告書

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

出版商 Analysys Mason 商品編碼 357129
出版日期 內容資訊 英文 22 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 (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
簡介

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。

目錄

  • 摘要整理
  • 顧客滿意度、客戶流失 (解除合約)的促進因素
  • 收費系統、商品搭售相關詳細分析
  • 客戶服務的影響度
  • 關於著者及Analysis 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

"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.

This report provides:

  • insight into the main drivers of mobile customer experience and how they vary by country and by operator
  • analysis of the key factors that influence consumers' intention to churn
  • Net Promoter Scores (NPSs) of operators in Europe and the USA
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services on customer retention, and how new service-based pricing models affect KPIs
  • insight into the role of digitalising customer services and its impact on KPIs.

SURVEY DATA COVERAGE:

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.

GEOGRAPHICAL COVERAGE:

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

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • DRIVERS OF CUSTOMER SATISFACTION AND CHURN
  • FOCUS ON PRICING AND BUNDLING
  • IMPACT OF CUSTOMER SERVICES
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THEAUTHOR AND ANALYSYS MASON
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