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市場調查報告書

連網型消費者調查:歐洲和美國的固定寬頻的保留率和滿意度

Connected Consumer Survey 2019: Fixed Broadband Retention and Satisfaction in Europe and the USA

出版商 Analysys Mason 商品編碼 937801
出版日期 內容資訊 英文 20 Slides
商品交期: 最快1-2個工作天內
價格
連網型消費者調查:歐洲和美國的固定寬頻的保留率和滿意度 Connected Consumer Survey 2019: Fixed Broadband Retention and Satisfaction in Europe and the USA
出版日期: 2020年05月21日內容資訊: 英文 20 Slides
簡介

本報告提供歐洲和美國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,顧客滿意度,附加價值服務相關的系統性資訊。

調查2019年7月∼8月實施,以行動、網路用戶為對象,區隔化為各年齡,性別,地理分佈。受訪者設定每國家至少1,000人,地區8,000人。

地理範圍

  • 法國
  • 德國
  • 義大利
  • 波蘭
  • 西班牙
  • 土耳其
  • 英國
  • 美國

目錄

  • 摘要整理
  • 最適合的速度和可靠性,讓滿意度大幅度提高
  • 服務速度的提高,比起價格的滿意度,抑制客戶流失更重要
  • 附加價值服務,提高僅特定情況的滿意度和保留率
  • 附錄
  • 調查手法和面板資訊
  • 關於著者、Analysys Mason
目錄

"Our survey results show that in Europe and the USA, bundling OTT video alongside fixed broadband correlated with a 0.19 increase in willingness to recommend the broadband service."

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 Europe and the USA.

This report provides:

  • new insights about consumers' experiences with their fixed broadband services in Europe and the USA derived from respondents surveyed in eight different countries
  • a breakdown of the key factors affecting Net Promoter Score (NPS) and churn, with further discussion about which operators are particularly effective at achieving high scores
  • an analysis of how NPSs and churn differ by access technology type
  • 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.

STUDY 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 8000 respondents in the region.

GEOGRAPHICAL COVERAGE:

  • France
  • Germany
  • Italy
  • Poland
  • Spain
  • Turkey
  • UK
  • USA

Table of Contents

  • Executive summary
  • Better speed and reliability are likely to yield the greatest improvements in satisfaction
  • Improved service speed is more important to suppressing intention to churn than better price satisfaction
  • Value-added services are likely to improve satisfaction and retention only in specific instances
  • Methodology and panel information
  • About the author and Analysys Mason