Research and Markets: The Connected Consumer Survey 2015: Fixed Broadband Customer Retention

DUBLIN--()--Research and Markets (http://www.researchandmarkets.com/research/lg3blh/the_connected) has announced the addition of the "The Connected Consumer Survey 2015: Fixed Broadband Customer Retention" report to their offering.

Service bundling is not a direct priority for consumers, but operators should position bundles as a route to lower prices and higher speeds in order to attract new customers.

This report focuses on aspects of the author's annual Connected Consumer Survey that relate to the behaviour, preference and future plans of fixed broadband users in France, Germany, Poland, Spain, Turkey, the UK and the USA.

Key Topics Covered:

  1. Executive summary
  2. Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important
  3. Customer service has the closest relationship with the NPS
  4. Different services have different churn rates so operators should create bundles that can help to reduce churn for all services
  5. Recommendations
  6. Drivers of fixed broadband customer churn
  7. Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important
  8. Younger people prioritise speed and are less price-sensitive than older people when selecting their fixed broadband service
  9. NPS increases with advertised broadband speed, but services of 100Mbps and faster may be struggling to meet expectations
  10. Key criteria for customer satisfaction
  11. Customer service has the closest relationship with the NPS
  12. Service providers do not need to get full marks for every aspect of their service to have a positive NPS - low prices can prevent dissatisfaction
  13. Customer satisfaction varies significantly between service providers: providers with high mobile NPS also scored well for fixed broadband
  14. AT&T: Attention to customer service has made customers into promoters, but fixed-mobile customers are less satisfied than those with just fixed
  15. Iliad: Fixed broadband has high customer satisfaction and benefits from loose bundling with low-cost mobile services
  16. Turkcell Superonline: Customers were more satisfied than those of their competitors in all measures in our survey
  17. Virgin Media: Strongly placed with a fast, reliable network, a strong TV offer and credible quadruple-play bundles
  18. Bundling strategies to reduce churn
  19. Different services have different churn rates so operators should create bundles that can help to reduce churn for all services
  20. Service bundling is not a priority for consumers, but it attracts customers when it is positioned as a route to lower prices and higher-speed services
  21. Adding services to a bundle generally improves customer retention, but fixed-mobile bundling does require some thought
  22. AT&T's results suggest that bundling mobile services with fixed can reduce consumers' perception that they are getting a bad deal'
  23. Fixed-mobile bundles have had a significant positive effect on customer retention in Spain and France
  24. Panel information and methodology

Companies Mentioned

- AT&T

- Iliad

- Turkcell Superonline

- Virgin Media

For more information visit http://www.researchandmarkets.com/research/lg3blh/the_connected

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Broadband

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Broadband