市場調查報告書

連網型消費者調查:歐洲、美國的行動通訊的顧客滿意度

Connected Consumer Survey 2018: Mobile Customer Satisfaction in Europe and the USA

出版商 Analysys Mason 商品編碼 808308
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
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連網型消費者調查:歐洲、美國的行動通訊的顧客滿意度 Connected Consumer Survey 2018: Mobile Customer Satisfaction in Europe and the USA
出版日期: 2019年03月15日內容資訊: 英文 19 Slides
簡介

本報告提供歐洲各國及美國的智慧型手機、用戶的行動和偏好,利用計劃的趨勢相關分析,尤其是以行動通訊的顧客滿意度和客戶流失 (解約率)的變化為焦點,提供各業者的顧客滿意度的排行榜,及收費系統、服務品質等在滿意度改善上發揮的作用,各種要素 (數據通訊速度,附加價值服務等) 和客戶流失的關聯性,消費者和業者的聯絡手段等資訊彙整,為您概述為以下內容。

分析觀察對象國家

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

目錄

  • 摘要整理
  • 顧客滿意度、客戶流失 (解約率)的促進因素
  • 資料利用形態及服務商品搭售的影響度
  • 利用計劃、收費系統相關詳細分析
  • 分析方法和面板資訊
  • 關於著者及Analysys Mason
目錄

"Customer service and network coverage are becoming the key factors in customer satisfaction, in addition to price."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Europe and the USA. It focuses on the drivers of customer experience, operators' Net Promoter Scores (NPSs) and the roles of value-added services and customer services in relation to customer satisfaction and churn reduction.

This report:

  • identifies which operators have the highest Net Promoter Scores in Europe and the USA
  • discusses the effect that price, customer service, network coverage, data allowance and SMS/call allowances have on customer satisfaction and churn
  • highlights what motivates a customer to change their product or service provider
  • provides insight into the relationship between data allowances and consumption on churn
  • explores the effects that value-added services or zero-rating apps have on churn and customer satisfaction
  • analyses the various channels ways in which customers communicate with their operator for sales and customer service
  • discusses the relationship between digitalising customer service and the effects on KPIs.

Survey data coverage

The survey groups were chosen to be demographically representative of the broader online consumer population. We set quotes on age, gender and employment status to that effect. There were a minimum of 1000 respondents per country. The total sample size was 8000.

Geographical coverage

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

Table of Contents

  • Executive summary
  • Drivers of customer satisfaction and churn
  • impact of data usage and bundling
  • Focus on plans and pricing
  • Methodology and panel information
  • About the authors and Analysys Mason
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