Price remained the key driver of intention to churn from fixed broadband services among respondents to Analysys Mason’s Connected Consumer Survey 2015. However, operators have more options than simply reducing prices – for example, service bundling, offering higher speeds, increasing reliability and improving customer service.
This report focuses on aspects of Analysys Mason’s annual Connected Consumer Survey that relate to the behaviour, preference and future plans of fixed broadband users in France, Germany, Poland, Spain, Turkey, the UK and the USA.
This report provides:
・detailed analysis of the drivers of churn
・analysis of consumers’ real-world reasons for changing provider
・understanding of fixed broadband customers’ future priorities and how this can attract competitors’ customers
・the Net Promoter Score (NPS) for the major players in each country
・an explanation of the role that superfast broadband can play in NPS
・qualitative information about the impact that bundling has on customer retention
・discussion of real-world strategies put in place by companies such as AT&T, Iliad, Turkcell Superonline and Virgin Media.
[SURVEY DATA COVERAGE]
The survey consists of an online questionnaire, which was conducted in July and August 2014 and had 7485 respondents. The respondents were chosen to be representative of the online population in terms of age, gender and employment status.
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