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コネクテッド消費者調査:オーストラリア・ニュージーランドにおける固定ブロードバンドの保持率と満足度

Connected Consumer Survey 2018: Fixed Broadband Retention and Satisfaction in Australia and New Zealand

発行 Analysys Mason 商品コード 810987
出版日 ページ情報 英文 16 Slides
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=111.00円で換算しております。
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コネクテッド消費者調査:オーストラリア・ニュージーランドにおける固定ブロードバンドの保持率と満足度 Connected Consumer Survey 2018: Fixed Broadband Retention and Satisfaction in Australia and New Zealand
出版日: 2019年03月22日 ページ情報: 英文 16 Slides
概要

当レポートでは、オーストラリア・ニュージーランドにおける固定ブロードバンドユーザーの行動、選好、計画について取り上げ、満足度の促進要因とブロードバンド顧客のチャーンに焦点を当てて、体系的な情報を提供しています。

調査対象国

  • オーストラリア
  • ニュージーランド

目次

  • エグゼクティブサマリー
  • 顧客サービスの向上が、満足度の高まりと相関性がある
  • 価格は、地域別のチャーンと相関性がある
  • 付加価値サービス (VAS) が、利益をもたらさない
  • 調査手法とパネル情報
  • 著者・ANALYSYS MASONについて
目次

"Customer service must be a priority for fixed broadband operators - it had the greatest positive correlation with overall customer satisfaction."

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 Australia and New Zealand. In particular, it focuses on the drivers of satisfaction and churn of broadband customers.

This report provides:

  • new insights about consumers' experiences with their fixed broadband services in Australia and New Zealand derived from respondents surveyed in these 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 NPS and churn differs 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.

Survey data coverage:

The research was conducted between July and September 2018. 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. Each country had a minimum of 1000 respondents per country, and each region had a minimum of 2000 respondents.

Geographical coverage:

  • Australia
  • New Zealand

Table of Contents

  • Executive summary
  • Improvements to customer service are most strongly correlated with increased satisfaction
  • Price is correlated with churn on a regional level but the picture is more nuanced on a country level
  • Value-added services are not delivering the benefits they could
  • Methodology and panel information
  • About the authors and Analysys Mason
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