Research and Markets: The Connected Consumer Survey 2015

DUBLIN--()--Research and Markets (http://www.researchandmarkets.com/research/9mqq6c/the_connected) has announced the addition of the "The Connected Consumer Survey 2015" report to their offering.

This report presents selected data from our Connected Consumer Survey, conducted in July and August 2014 in France, Germany, Indonesia, Malaysia, Morocco, Poland, Qatar, Saudi Arabia, South Africa, South Korea, Spain, Turkey, UAE, the UK and the USA.

The Connected Consumer Survey is a multiyear study that tracks and measures consumers' changing telecoms and media habits, device ownership, connectivity options and future plans. The questionnaire consisted of around 140 questions covering fixed and mobile telecoms, and media and digital economy services.

Key Topics Covered:

  1. Executive summary
  2. The mobile operators with the highest Net Promoter Score were often smaller late-entrant operators or MVNOs
  3. OTT video consumers in our panel used an average of three device types to view content, emphasising the need for multi-device support
  4. Messaging apps are the most popular OTT communications apps, because they are easy to use and involve minimal data consumption
  5. Mobile customer retention
  6. Price continues to be the key driver of churn in Europe and the USA, but other factors are relevant in the Middle East and Africa and Asia-Pacific
  7. Data is increasingly important to customers when choosing their next service, but price is still the most important factor for all age groups
  8. Operators with the best coverage have higher NPS than competitors, but where all operators have good coverage, challengers have higher NPS
  9. Postpaid customers are less likely to churn in the short term, but they may become a future churn risk
  10. Fixed broadband customer retention
  11. Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important
  12. Younger people prioritise speed and are less price-sensitive than older people when selecting their fixed broadband service
  13. Providers with a high NPS for mobile also scored well for fixed broadband
  14. Bundles limit respondents' intention to churn: Adding mobile to a bundle reduces churn in some situations
  15. Pay TV and OTT video
  16. Consumers now watch video on an average of three device types and seamless multi-screen is an expectation
  17. Pay-TV operators should offer access to OTT video on their set-top boxes, because consumers are plugging devices into TVs to view this content
  18. OTT video is usually adopted alongside pay-TV services
  19. Price was a more important driver of intention to churn than choice of content, and introductory offers were also significant
  20. OTT communication services
  21. Messaging was the most widely used OTT communication service on handsets, and video communication apps were used more than VoIP
  22. OTT voice and messaging apps are popular - multiple apps co-exist in individual countries, but few manage to be strong across multiple markets
  23. Unlimited SMS messages appear to have restricted OTT messaging penetration in some countries, but overall SMS volumes are decreasing
  24. In countries that do not have large communities of immigrants, VoIP is not providing a compelling reason to convert usage from voice minutes
  25. The digital economy
  26. iPhone users were more likely than non-Apple smartphone users to make purchases using their mobile phones
  27. Operator-led mobile money services are gaining traction, particularly in countries in the Asia-Pacific region and South Africa
  28. Panel information and methodology

For more information visit http://www.researchandmarkets.com/research/9mqq6c/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: Telecommunications and Networks

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: Telecommunications and Networks