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市場調查報告書

管理行動服務的客戶流失:消費者的期待

Mobile Service Churn: Managing Consumer Expectations

出版商 Parks Associates 商品編碼 599145
出版日期 內容資訊 英文 55 Slides
商品交期: 最快1-2個工作天內
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管理行動服務的客戶流失:消費者的期待 Mobile Service Churn: Managing Consumer Expectations
出版日期: 2018年01月18日 內容資訊: 英文 55 Slides
簡介

本報告提供服務供應商的成功方法調查分析,消費者業者變更的有無,決策的理由,替代服務的關注等系統性資訊。

行動服務市場競爭

  • 無線電信業者市場佔有率
  • NPS:行動服務供應商
  • NPS:各年代
  • NPS:各所得
  • NPS:各技術引進市場區隔
  • 行動計劃類型
  • 行動計劃類型:行動服務供應商
  • NPS:各行動計劃類型
  • 數據方案尺寸:行動服務供應商
  • 固定數據方案:數據方案尺寸 (行動服務供應商)
  • NPS:配套的一環的行動服務

前幾名、倒數幾名的支出者

  • 每前幾名品牌的1個月的行動服務的成本
  • 每1個月的行動服務的成本:配套 vs. 獨立的
  • 每1個月的平均服務成本:各供應商
  • 每1個月的平均服務成本:各供應商、計劃類型
  • ARPU:行動支出者前幾名、倒數幾名層 (各供應商)
  • NPS:行動支出者前幾名、倒數幾名層 (各供應商)
  • 前幾名、倒數幾名的支出者:各年代
  • 前幾名、倒數幾名的支出者:各家庭所得
  • 前幾名、倒數幾名的支出者:有無配偶
  • 前幾名、倒數幾名的支出者:同住的兒童
  • 服務轉換行動
  • 行動服務最後變更後經過的時間
  • 對行動服務的近期變更
  • 對行動服務的近期計劃變更:各供應商
  • 對行動服務的近期變更:各MSP
  • 對市場佔有率的受訪者的客戶流失比較
  • 行動客戶流失者的目的地
  • 受訪者的客戶流失的目的地
  • 受訪者的客戶流失來源
  • 獨立/配套的行動服務:各新服務供應商的轉換(過去12個月)
  • 家庭所得:各新服務供應商的轉換(過去12個月)
  • 智慧型手機OS:各新服務供應商的轉換(過去12個月)
  • 下個MSP的選擇的重要要素
  • 下個MSP的選擇的重要要素:各新服務供應商的轉換(過去12個月)
  • 下個MSP的選擇的重要的功能首位6:現行的各MSP
  • 下個MSP的選擇的無限制數據方案的最重要事項:現行的各MSP
  • 影響行動服務供應商的轉換的決策的要素
  • 忠誠度計畫的參與:行動服務供應商
  • 對NPS:MSP的忠誠度計畫的各加入
  • 下個MSP的選擇的重要要素的忠誠度計畫:現行的各MSP
  • 從下個MSP的選擇的重要要素的忠誠度計畫:現行的各MSP向忠誠度計畫加入
  • 贊助商媒體的最重要事項:服務供應商

附錄

目錄

The mobile service industry in the U.S. market has reached its saturation point. Service providers have intensified their marketing to gain customers from competitors or defend their turf through innovative service offerings and customer loyalty programs. This consumer research provides an objective analysis of how service providers are successful in this very competitive industry and explores reasons behind consumers' decision to change operators or stay with their existing one. It also explores consumer interest in using alternative mobile services from new entrants such as Google.

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Table of Contents

Mobile Service Market Competition

  • Wireless Carrier Market Share (2014 - 2017)
  • Net Promoter Score by Mobile Service Provider (Q2/17)
  • Net Promoter Score by Age (Q2/17)
  • Net Promoter Score by Income (Q2/17)
  • Net Promoter Score by Technology Adoption Segment (Q2/17)
  • Mobile Plan Type (Q2/17)
  • Mobile Plan Type by Mobile Service Provider (Q2/17)
  • Net Promoter Score by Mobile Plan Type (Q2/17)
  • Data Plan Size by Mobile Service Provider (Q2/17)
  • Fixed Data Plans: Data Plan Size by Mobile Service Provider (Q2/17)
  • Net Promoter Score: Mobile Service as Part of a Bundle (Q2/17)

Top and Bottom Spenders

  • Cost of Mobile Service Per Month Among Top Brands* (2015-2017)
  • Cost of Mobile Service Per Month: Bundled vs Standalone (Q2/17)
  • Average Monthly Service Cost by Provider (Q2/17)
  • Average Monthly Service Cost by Provider & Plan Type (Q2/17)
  • ARPU: Top & Bottom Tiers of Mobile Spenders by Provider (Q2/17)
  • Net Promoter Score: Top & Bottom Tiers of Spenders by Provider (Q2/17)
  • Top and Bottom Spenders by Age (Q2/17)
  • Top and Bottom Spenders by Household Income (Q2/17)
  • Top and Bottom Spenders by Marital Status (Q2/17)
  • Top and Bottom Spenders by Children at Home (Q2/17)
  • Service Switching Behaviors
  • Time Since Last Change to Mobile Service (Q2/17)
  • Most Recent Change Made to Mobile Service (Q2/17)
  • Most Recent Plan Change by Provider (Q2/17)
  • Most Recent Change Made to Mobile Service by MSP (Q2/17)
  • Comparison of Respondent Churn to Market Share (Q2/17)
  • Mobile Churner Destinations (Q2/17)
  • Respondent Churn Destinations (Q2/17)
  • Respondent Churn Origins (Q2/17)
  • Standalone or Bundled Mobile Service by Switching to a New Service Provider in Past 12 Months (Q2/17)
  • Household Income by Switching to a New Service Provider in Past 12 Months (Q2/17)
  • Smartphone OS by Switching to a New Service Provider in Past 12 Months (Q2/17)
  • Important Factors in Choosing Next MSP (Q2/17)
  • Important Factors in Choosing Next MSP by Switching to a New Service Provider in Past 12 Months (Q2/17)
  • Top 6 Features Important in Selection of Next MSP by Current MSP (Q2/17)
  • High Importance of Unlimited Data Plan in the Selection of Next MSP by Current MSP (Q2/17)
  • Factors Influencing Decision to Switch Mobile Service Provider (Q2/17)
  • Participation in Loyalty Programs by Mobile Service Provider (Q2/17)
  • Net Promoter Score by MSP Loyalty Program Enrollment (Q2/17)
  • Loyalty Programs as a Very Important Factor in Selection of Next MSP by Current MSP (Q2/17)
  • Loyalty Programs as a Very Important Factor in Selection of Next MSP by Enrollment in a Loyalty Program from Current MSP (Q3/17)
  • High Importance of Sponsored Media by Service Provider (2016 - 2017)

Appendix

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