Our survey results underline the need for mobile operators to act now to tackle take the threat of cannibalisation of core services.
This report, drawing on Analysys Mason's survey of 7000 consumers in Denmark,
France, Germany, Poland, Spain, the UK and the USA, tracks and highlights
trends in the evolution of consumers' behaviour and voice service usage.
Topics covered in the report include the dynamics of fixed - mobile
substitution, take-up of OTT services on smartphones, perceived spend and
usage of voice and messaging services, and intentions to churn.
This Report provides:
an overview of consumer attitudes to fixed and mobile voice services
an analysis of the take-up and usage of VoIP and IM services
a detailed examination of respondents' opinions of how much they use and
spend
details of how likely respondents are to change their mobile package, and
what operators can do to mitigate this
recommendations for fixed and mobile operators.
Table of Contents
6.Executive summary
7.Executive summary
8.Recommendations
9.Recommendations
10.Introduction
11.Introduction
12.Denmark
13.France
14.Germany
15.Poland
16.Spain
17.UK
18.USA
19.Results
20.Results: FMS is established as a long-term trend, but is less
predictable in the short term
21.Most respondents continue to have both fixed and mobile voice access,
but fixed penetration rates have declined
22.Mobile services are commanding a greater share of voice usage in most
countries
23.The young are more likely to use mobile voice services than the old,
and this disparity continues to increase year on year
24.Fixed - mobile substitution is less predictable in the short term
25.All-inclusive voice service bundles may help fixed operators to counter
the risk of mobile substitution
26.Results: Substitution to new services: voice and messaging over
IP
27.Adoption of software-based VoIP is stable, and is very high in Poland,
where international calling services are expensive and in high demand
28.Skype dominates the software-based VoIP market, although local services
are popular in some markets
29.The mobile market faces a significant risk of cannibalisation -
almost one third of smartphone owners are using some sort of OTT service
30.Exposure to revenue cannibalisation varies from market to market
31.Results: Mobile usage and expenditure
32.More than 14% of prepaid users claim to pay more than EUR30 per month
- this is highly profitable, but they could be at risk of churning
33.Higher competition in some mobile markets has produced a greater
diversity of contract bundles
34.On average, subscribers think that they use 71% of their contract
bundle, but those on more-expensive contracts think that their usage is higher
35.Although 76% of prepaid users believe they use fewer than 100 minutes
per month, actual usage is lower than they think
36.The perceived spend per voice minute is dramatically higher among
low-volume mobile contract subscribers
37.Where subscribers believe prices to be higher than they are, operators
may wish to improve awareness of actual prices
38.SMS bundles vary considerably by country, and large bundles are popular
in the UK and the USA
39.Utilisation of contract SMS bundles is low, and prepaid usage is
related to age
40.More than 67% of mobile users take their handsets abroad, but use them
very differently while roaming
41.Results: Minimising churn
42.The lessening need for multiple handset SIMs will have an impact on
reported churn levels
43.Longer contracts may have had only a short-term effect on mobile
handset churn rates
44.Churn-reduction efforts should be targeted towards users who have
higher-than-average ARPUs
45.SIM-only contracts are a popular choice for potential churners, among
prepaid and contract subscribers, and low- and high-spending users
46.Intentions of users of mobile services, by operator [1]
47.Intentions of users of mobile services, by operator [2]
48.Methodology
49.Methodology
50.About the author and Analysys Mason
51.About the author
52.About Analysys Mason
53.Research from Analysys Mason
54.Consulting from Analysys Mason
List of figures
Figure 1: Selected statistics from The Connected Consumer Survey 2012:
fixed and mobile voice
