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市場調查報告書

連網型消費者調查:撒哈拉以南非洲的行動通訊的顧客滿意度

Connected Consumer Survey 2018: Mobile Customer Satisfaction in Sub-Saharan Africa

出版商 Analysys Mason 商品編碼 815345
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:撒哈拉以南非洲的行動通訊的顧客滿意度 Connected Consumer Survey 2018: Mobile Customer Satisfaction in Sub-Saharan Africa
出版日期: 2019年03月28日內容資訊: 英文 17 Slides
簡介

本報告提供撒哈拉以南非洲各國的智慧型手機、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,業者的顧客滿意度的排行榜,及費用、服務方式 (服務、商品搭售,客戶服務的數位化等) 等對業績和滿意度改善的影響等資訊彙整,為您概述為以下內容。

分析觀察對象國家

  • 肯亞
  • 奈及利亞
  • 南非

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

"Smaller operators in Sub-Saharan Africa tend to perform better than incumbents in terms of Net Promoter Score and intention to churn."

This report focuses on aspects of Analysys Mason's ‘Connected Consumer Survey’ that relate to the behaviour, preferences and plans of smartphone users in Sub-Saharan Africa (SSA). In particular, it focuses on the drivers of customer satisfaction and churn in consumer 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 Sub-Saharan Africa
  • 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 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 was a minimum of 1000 respondents per country, and 3000 respondents in the region.

GEOGRAPHICAL COVERAGE:

  • Kenya
  • Nigeria
  • South Africa

Table of Contents

  • Executive summary
  • Drivers of customer satisfaction and churn
  • The impact of data usage and bundling
  • Focus on digital experience
  • Methodology and panel information
  • About the author and Analysys Mason
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