表紙
市場調查報告書

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

出版商 Analysys Mason 商品編碼 922960
出版日期 內容資訊 英文 17 Pages
商品交期: 最快1-2個工作天內
價格
Back to Top
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
簡介

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。

調查對象國家

  • 印尼
  • 馬來西亞
  • 菲律賓
  • 泰國

提供內容

  • 客戶經驗提高的影響因素、國家及經營者的差異
  • 對解約的主要的影響因素
  • 主要經營者的NPS (淨推薦值)
  • NPS比較分析
  • 客戶維繫中的附加服務的搭配的重要性、新服務為基礎的定價模式對KPI的影響
  • 顧客服務的數位化的重要性,對KPI的影響
目錄

"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.

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 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.

GEOGRAPHICAL COVERAGE:

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand

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
Back to Top