コネクテッド消費者調査 (2018年)：台湾

当レポートでは、台湾国内のインターネット市場の消費者行動について分析し、消費者体験の主な促進要因や、通信サービスの解約 (チャーン)／乗り換えの促進要因、モバイル通信／固定回線通信／有料TVの事業者のNPS (ネットプロモータースコア)、動画コンテンツの消費動向、最も広く普及したOTT通信アプリやデジタルサービスの事例、といった情報を取りまとめてお届けいたします。

目次

• エグゼクティブ・サマリーおよび提言
• モバイル通信の顧客満足度とチャーン (解約率)
• 固定回線通信の顧客満足度とチャーン
• TV・動画の消費
• OTTとデジタルサービス
• 分析手法、パネル情報
• 著者およびAnalysys Masonについて

"Network performance dominates the mobile customer experience in Taiwan, but customer service matters and is a potential means for operators to differentiate."

This report focuses on aspects of Analysys Mason's ‘Connected Consumer Survey’ that relate to the behaviour, preferences and plans of online consumers in Taiwan.

This report:

• identifies the drivers of mobile and fixed customer experience

• identifies the key factors that influence consumers' intention to churn from mobile and fixed services

• provides Net Promoter Scores (NPSs) for mobile, fixed and pay-TV operators in Taiwan

• provides an analysis of the video content consumption habits in Taiwan

• identifies the most successful OTT communication apps and digital services in Taiwan.

SURVEY DATA COVERAGE:

The fieldwork was conducted between July and September 2018. The survey groups were chosen to be representative of the internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. We sampled 1000 respondents.

GEOGRAPHICAL COVERAGE:

• Taiwan

Table of Contents

• Executive summary and recommendations

• Mobile customer satisfaction and churn

• Fixed broadband satisfaction and churn

• TV and video consumption

• OTT and digital services

• Methodology and panel information

• About the authors and Analysys Mason