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市場調查報告書

連網型消費者調查:澳洲、紐西蘭的固定寬頻的保持率和滿意度

Connected Consumer Survey 2019: Fixed Broadband Retention and Satisfaction in Australia and New Zealand

出版商 Analysys Mason 商品編碼 931131
出版日期 內容資訊 英文 16 Slides
商品交期: 最快1-2個工作天內
價格
連網型消費者調查:澳洲、紐西蘭的固定寬頻的保持率和滿意度 Connected Consumer Survey 2019: Fixed Broadband Retention and Satisfaction in Australia and New Zealand
出版日期: 2020年04月06日內容資訊: 英文 16 Slides
簡介

2019年7月∼8月所實施的調查中,行動、網路用戶為對象,區隔化各年齡,性別,地理分佈市場。受訪者,每國家至少1,000人,地區設定2,000人。

本報告提供澳洲、紐西蘭的固定寬頻用戶的行動、偏好、計劃調查分析,消費者體驗,NPS (淨推薦值) 的影響因素,最近的趨勢,顧客滿意度,附加價值服務相關資訊等相關的系統性資訊。

調查對象國家

  • 澳洲
  • 紐西蘭

目錄

  • 摘要整理
  • 高速化,帶來顧客滿意度最重要的上升的可能性
  • 高速化,帶來客戶流失意願最大的減少的可能性
  • 附加價值服務,業者不提供客戶流失和滿意度相關優點
  • 調查手法和面板資訊
  • 關於著者和Analysys Mason
目錄

"Our survey results highlight the most important drivers of willingness to recommend and churn for fixed broadband subscribers in Australia and New Zealand."

This report focuses on aspects of Analysys Mason's ‘Connected Consumer Survey’ that relate to the behaviour, preferences and plans of fixed broadband users in Australia and New Zealand.

This report provides:

  • new insights about consumers' experiences with their fixed broadband services in Australia and New Zealand
  • a breakdown of the key factors affecting Net Promoter Scores (NPSs) and churn, with further discussion about which operators are particularly effective at achieving high scores
  • an analysis of recent changes in NPS by operator
  • insight into operator channels and the link with customer satisfaction
  • detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.

SURVEY DATA COVERAGE:

The research was conducted between July and August 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 was a minimum of 1000 respondents per country, and 2000 respondents in the region.

GEOGRAPHICAL COVERAGE:

  • Australia
  • New Zealand

Table of Contents

  • Executive summary
  • Speed upgrades have the potential to deliver the most-significant uplifts to customer satisfaction
  • Speed upgrades are likely to yield the greatest reduction in intention to churn
  • Value-added services are not providing churn-or satisfaction-related benefits to operators
  • Methodology and panel information
  • About the author and Analysys Mason