The Connected Consumer Survey 2016: mobile churn and customer satisfaction in developed Asia–Pacific

Publisher Name :
Date: 01-Jun-2017
No. of pages: 32
Inquire Before Buying

"The level of intention to churn in developed Asia–Pacific is lower than in most other regions, but operators received almost exclusively negative Net Promoter Scores from survey respondents."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in developed Asia–Pacific (DVAP). In particular, it focuses on respondents’ satisfaction with their mobile services.

This Report Answers The Following Questions.


  • How do churn levels differ between countries and operators? What factors seem to affect churn decisions? What are churners looking for in their next tariff?

  • What are the Net Promoter Scores (NPS) of different operators? What seems to affect them? How do operators perform in different parts of the region and in which demographics are they strongest?

  • How does data consumption correlate with customer satisfaction? How do different data pricing strategies affect customer experience and satisfaction?


Survey Data Coverage

The research was conducted in October and November 2016. The survey groups were chosen to be representative of the mobile-Internet population in the region. We set quotas on age, gender, employment, and regional demographics to that effect. There was a minimum of 1000 respondents per country, and 4000 respondents in the region.

Geographical Coverage


  • Australia

  • Japan

  • South Korea

  • Taiwan

The Connected Consumer Survey 2016: mobile churn and customer satisfaction in developed Asia–Pacific

Table of contents

About this report

Executive Summary
Net Promoter Scores were mostly negative in developed Asia–Pacific, but Australian operators performed best
Satisfaction scores remained low across nearly all data usage categories, with few exceptions
There is considerable country-level variation in the factors attracting consumers to their next mobile plan
Recommendations

Main Drivers Of Churn And Customer Satisfaction
Level of intention to churn in developed Asia–Pacific was lower than most other surveyed regions
Consumers intending to leave their operators were most concerned about price, network quality and customer service
Incumbent operators tend to have fewer customers intending to churn than later entrants
There is considerable country-level variation in the factors attracting consumers to their next mobile plan
Net Promoter Scores were low in DVAP, but Australian operators performed best

Focus On Mobile Data Pricing
There is a strong correlation between higher levels of data consumption and increased customer satisfaction – operators should capitalise on this
Operators in Australia provide relatively few options to customers who use less mobile data, leaving them less satisfied
Mobile subscribers in Japan appear to be generally dissatisfied, regardless of data allowance or operator
Operators in South Korea struggle to satisfy their customers at all levels of data usage
Taiwanese operators’ performances showed considerable variation between different data usage levels

Contract Type And Overage
Operators’ approaches to prepaid and postpaid plans deliver very different results in Australia and Taiwan
Users in Australia and Taiwan who exceed their data allowances (even if only occasionally) are much less satisfied than those who do not
Satisfaction levels for Japanese and South Korean operators are consistent regardless of data consumption

Methodology And Panel Information
Methodology
Panel information for Analysys Mason’s Connected Consumer Survey 2016 in developed Asia–Pacific

List of Figures

Figure 1: Net Promoter Scores for mobile operators by country
Figure 2: Net Promoter Score by stated monthly data consumption and country
Figure 3: Factors influencing respondents in choosing their next plan by country
Figure 4: Intention to change mobile service plan within 6 months by country
Figure 5: Main reasons cited by respondents for churn by country
Figure 6: Intention to churn within the next 6 months by operator and country
Figure 7: Factors influencing respondents in choosing their next plan by country
Figure 8: Net Promoter Scores for mobile operators by country
Figure 9: Net Promoter Score by stated monthly data consumption, developed Asia–Pacific
Figure 10: Net Promoter Score by stated monthly data consumption and operator, Australia
Figure 11: Net Promoter Score by stated monthly data consumption and operator, Japan
Figure 12: Net Promoter Score by stated monthly data consumption and operator, South Korea
Figure 13: Net Promoter Score by stated monthly data consumption and operator, Taiwan
Figure 14: Net Promoter Score by type of mobile plan, Australia
Figure 15: Net Promoter Score by type of mobile plan, Taiwan
Figure 16: Net Promoter Score by proportion of data allowance used, postpaid users, Australia
Figure 17: Net Promoter Score by proportion of data allowance used, postpaid users, Taiwan
Figure 18: Net Promoter Score by proportion of data allowance used, postpaid users, Japan
Figure 19: Net Promoter Score by proportion of data allowance used, postpaid users, South Korea

  • 2020-2025 Global Customer Relationship Management (CRM) Software Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)
    Published: 15-Apr-2021        Price: US 3360 Onwards        Pages: 121
    Customer Relationship Management (CRM) is a strategy adopted by organizations to manage relationship with existing customers and develop interaction with potential ones. CRM software solution is engaged by pharmaceutical companies to streamline business processes, manage relationship with customers, and reduce expenditures incurred in managing customer services. This report elaborates the market size, market characteristics, and market growth of the Customer Relationship Management (CRM) ......
  • Global Customer Relationship Management Market Analysis 2016-2020 and Forecast 2021-2026
    Published: 12-Apr-2021        Price: US 2980 Onwards        Pages: 93
    Snapshot The global Customer Relationship Management market size is estimated at xxx million USD with a CAGR xx% from 2016-2020 and is expected to reach xxx Million USD in 2021 with a CAGR xx% from 2021 to 2026. The report begins from overview of Industry Chain structure, and describes industry environment, then analyses market size and forecast of Customer Relationship Management by product, region and application, in addition, this report introduces market competition situation ......
  • Global Contact Center Market Analysis 2016-2020 and Forecast 2021-2026
    Published: 12-Apr-2021        Price: US 2980 Onwards        Pages: 86
    Snapshot The global Contact Center market size is estimated at xxx million USD with a CAGR xx% from 2016-2020 and is expected to reach xxx Million USD in 2021 with a CAGR xx% from 2021 to 2026. The report begins from overview of Industry Chain structure, and describes industry environment, then analyses market size and forecast of Contact Center by product, region and application, in addition, this report introduces market competition situation among the vendors and company profil......
  • Global Contact Center Analytics Market Research Report 2021 Professional Edition
    Published: 02-Apr-2021        Price: US 2890 Onwards        Pages: 168
    The research team projects that the Contact Center Analytics market size will grow from XXX in 2020 to XXX by 2027, at an estimated CAGR of XX. The base year considered for the study is 2020, and the market size is projected from 2020 to 2027. The prime objective of this report is to help the user understand the market in terms of its definition, segmentation, market potential, influential trends, and the challenges that the market is facing with 10 major regions and 50 major coun......
  • 2020-2025 Global Contact Center Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)
    Published: 30-Mar-2021        Price: US 3360 Onwards        Pages: 97
    This report elaborates the market size, market characteristics, and market growth of the Contact Center industry, and breaks down according to the type, application, and consumption area of Contact Center. The report also conducted a PESTEL analysis of the industry to study the main influencing factors and entry barriers of the industry. In Chapter 3.4 of the report, the impact of the COVID-19 outbreak on the industry was fully assessed. Fully risk assessment and industry ......
  • 2020-2029 Report on Global Contact Center Market by Player, Region, Type, Application and Sales Channel
    Published: 29-Mar-2021        Price: US 2500 Onwards        Pages: 119
    The global Contact Center market was valued at $XX million in 2019, and MAResearch analysts predict the global market size will reach $XX million by the end of 2029, growing at a CAGR of XX% between 2020 and 2029. Since the COVID-19 virus outbreak in December 2019, the disease has spread to all countries and territories around the world and 2 international conveyances. The global impacts of COVID-19 are already starting to be felt, and will significantly affect this industry in 20......
  • Global Contact Center Market Growth (Status and Outlook) 2021-2026
    Published: 26-Mar-2021        Price: US 3660 Onwards        Pages: 139
    According to this latest study, the 2021 growth of Contact Center will have significant change from previous year. By the most conservative estimates of global Contact Center market size (most likely outcome) will be a year-over-year revenue growth rate of XX% in 2021, from US$ 31450 million in 2020. Over the next five years the Contact Center market will register a 4.9% CAGR in terms of revenue, the global market size will reach US$ 38050 million by 2026. This report presents a c......
  • 2020-2025 Global Contact Center Analytics Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)
    Published: 25-Mar-2021        Price: US 3360 Onwards        Pages: 111
    This report elaborates the market size, market characteristics, and market growth of the Contact Center Analytics industry, and breaks down according to the type, application, and consumption area of Contact Center Analytics. The report also conducted a PESTEL analysis of the industry to study the main influencing factors and entry barriers of the industry. In Chapter 3.4 of the report, the impact of the COVID-19 outbreak on the industry was fully assessed. Fully risk asse......
  • Global Contact Center Market Size, Status and Forecast 2021-2027
    Published: 19-Mar-2021        Price: US 3900 Onwards        Pages: 119
    Global Contact Center Scope and Market Size Contact Center market is segmented by company, region (country), by Type, and by Application. Players, stakeholders, and other participants in the global Contact Center market will be able to gain the upper hand as they use the report as a powerful resource. The segmental analysis focuses on revenue and forecast by Type and by Application in terms of revenue and forecast for the period 2016-2027. Segment by Type - Public Cl......
  • SERVICES
    Value for Money
    We believe in "optimum utilization of available budget and resources". While servicing our clients' (your) market research requirements, we keep the same approach in focus to help you get the best value for your $$s.
    Ever Growing Inventory
    Ranging from the smallest feasible / required data (datasheets, data facts, SWOT analysis, company profiles, etc) to full research reports that help you make decisions, our inventory is updated almost on a daily basis with the latest industry reports from domain experts that track more than 5000 niche sectors.
    One Stop Solution
    Need a custom research report on medical devices market? Require all available business intelligence on 3D printing industry? Exploring F&B sector of a particular country/region? RnRMarketResearch.com is your one-stop-solution to all market intelligence needs. We not only offer custom research and consulting services, we also "bundle" reports to meet your needs and help you fetch the data analysis you require for your business.
    Dedicated Client Engagement
    Not limited to only "finding" relevant reports for you, our client engagement team dedicates its efforts to understand your "business need" and accordingly maps available research data to help you move forward. Call "your" client engagement executive any time of your day and get your questions answered in order to make the correct business decision.
    Saving Time and Efforts
    Simply share your research requirement details with us and let us do all the hard work to find required intelligence for you. When you add up our "one stop solution" and "dedicated client engagement" services mentioned above, you obviously know the time and effort saving you do by working with us.
    Payment Flexibility
    Working with Fortune 500 organizations, we understand the importance of being flexible for payments. Share your payment terms with us and we will surely match up to them to ensure you get access to required business intelligence data without having to wait for the payment to be done.
    Post-Purchase Research Support
    Have questions after reading a report / datasheet bought through us? Not sure about the methodology used for data available in the research? Talk to us / Share your questions with us and if required, we will connect you with the analyst(s)/author(s) of the report(s) and ensure you get satisfactory answers for the same. Need more data / analysis / report(s) on the topic of your research/project? The RnRMarketResearch.com team is here for you 24X7 to support you with your post-purchase requirements. Subscription Offers & Packages (Get in touch with us for more details - [email protected] / +1 888 391 5441 )
    • Ad Hoc
    • Pay - as - you - go / Bucket Subscriptions
    • Fixed Cost for #of reports
    • Customize / Personalize as per your needs