市場調查報告書

連網型消費者調查:亞太地區的新興國家的行動通訊的顧客滿意度

Connected Consumer Survey 2018: Mobile Customer Satisfaction in Emerging Asia-Pacific

出版商 Analysys Mason 商品編碼 809118
出版日期 內容資訊 英文 17 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:亞太地區的新興國家的行動通訊的顧客滿意度 Connected Consumer Survey 2018: Mobile Customer Satisfaction in Emerging Asia-Pacific
出版日期: 2019年03月06日內容資訊: 英文 17 Slides
簡介

本報告提供亞太地區的新興國家的智慧型手機、用戶的行動和偏好,利用計劃的趨勢相關分析,尤其是行動通訊的顧客滿意度和客戶流失 (解約率)的變化為焦點,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

  • 印尼
  • 馬來西亞
  • 菲律賓
  • 泰國
  • 越南

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

"Data speed, data allowance and price remain the key issues for consumers in emerging Asia-Pacific."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in emerging Asia-Pacific (EMAP). In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services. The survey was conducted in association with On Device Research.

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 emerging Asia-Pacific
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services in 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 between August and October 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 were a minimum of 1000 respondents per country, and 5000 in the region.

GEOGRAPHICAL COVERAGE:

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand
  • Vietnam

Table of Contents

  • Executive summary
  • Drivers of customer satisfaction and churn
  • Focus on plans and pricing
  • Focus on digital experience
  • Appendix
  • Methodology and panel information
  • About the authors and Analysys Mason
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