Connected Consumer Survey 2019: Mobile Customer Satisfaction and Churn in Emerging Asia-Pacific
|出版日期||內容資訊||英文 17 Pages
|連網型顧客調查 (2019年):新興亞太地區各國的行動客戶的滿意度、解約趨勢 Connected Consumer Survey 2019: Mobile Customer Satisfaction and Churn in Emerging Asia-Pacific|
|出版日期: 2020年01月23日||內容資訊: 英文 17 Pages||
本報告依據亞太地區的新興各國的智慧型手機用戶為對象調查的結果，提供提高客戶經驗的主要影響因素，對解約的主要影響因素，主要經營者的NPS (淨推薦值) 及比較分析，服務商品搭售，顧客服務的數位化等重要性的檢驗等彙整資料。
"Network performance is the main factor that influences customer satisfaction with mobile services in EMAP."
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.
The survey was conducted in association with On Device Research between August and September 2019. 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 4000 in the region.