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コネクテッドコンシューマーサーベイ:アジア太平洋地域の新興諸国におけるモバイル解約率および顧客満足度

Connected Consumer Survey 2017: Mobile Customer Satisfaction and Churn in Emerging Asia-Pacific

発行 Analysys Mason 商品コード 486817
出版日 ページ情報 英文 19 Slides
納期: 即日から翌営業日
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コネクテッドコンシューマーサーベイ:アジア太平洋地域の新興諸国におけるモバイル解約率および顧客満足度 Connected Consumer Survey 2017: Mobile Customer Satisfaction and Churn in Emerging Asia-Pacific
出版日: 2018年06月19日 ページ情報: 英文 19 Slides
概要

当レポートでは、アジア太平洋地域の新興諸国におけるスマートフォンユーザーの動向を調査し、モバイルサービスへの満足度、モバイル解約率と国・オペレーターによる違い、解約の意思決定への影響因子、オペレーター各社のNPS (Net Promoter Score) とNPSへの影響因子、データ消費量と顧客満足度との関連性、各種データプライシング戦略とカスタマーエクスペリエンスおよび顧客満足度への影響などをまとめています。

調査対象国

  • インドネシア
  • マレーシア
  • フィリピン
  • ベトナム

目次

  • エグゼクティブサマリー
  • 解約の主な原因と顧客満足度
  • ネットワークサービスエリアと実績
  • モバイルデータプライシングへの焦点
  • 調査手法とパネル情報
  • 著者・ANALYSYS MASONについて
目次

"Network performance - both coverage and speed - is the main driver of customer experience in emerging Asia-Pacific."

This report focuses on aspects of Analysys Mason's ‘Connected Consumer Survey ’ that relate to the behaviour, preferences and plans of smartphone users in emerging Asia-Pacific (EMAP). In particular, it focuses on the drivers of customer satisfaction and churn in consumer mobile services. The survey was conducted in association with On Device Research.

THIS REPORT PROVIDES:

  • insight into the main drivers of mobile customer experience and how they vary by country and by operator
  • analysis of the key factors that influence consumers' intention to churn
  • Net Promoter Scores (NPSs) of operators in emerging Asia-Pacific
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services on customer retention; how do new service-based pricing models affect KPIs?
  • insight into the role of digitalising customer services and its impact on KPIs.

SURVEY DATA COVERAGE:

The research was conducted between August and September 2017. 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 5000 respondents in the region.

GEOGRAPHICAL COVERAGE:

  • Indonesia
  • Malaysia
  • Philippines
  • Thailand
  • Vietnam

ABOUT THE AUTHOR:

Stephen Sale (Research Director, Consumer Services) oversees Analysys Mason's consumer research and is also the lead analyst for the Future Comms research programme. His primary areas of specialisation include next-generation communication services, over-the-top (OTT) player strategies and mobile pricing. He also has extensive experience in analysing operator strategies and forecasting fixedand mobile service markets. Before joining Analysys Mason in 2004, Stephen worked in the industry on areas that include VoIP, next-generation service architecture and broadband access. He has a degree in economics and an interdisciplinary MRes from the University of London.

TABLE OF CONTENTS

  • EXECUTIVE SUMMARY
  • DRIVERS OF CUSTOMER SATISFACTION AND CHURN
  • NETWORK COVERAGE AND PERFORMANCE
  • FOCUS ON PRICING AND BUNDLING
  • METHODOLOGY AND PANEL INFORMATION
  • ABOUT THEAUTHOR AND ANALYSYS MASON
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