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The The Connected Consumer Survey 2015: fixed broadband customer retention

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Analysys Mason Connected Consumer Survey 2015 provides insights into consumer behaviour for mobile and fixed telecoms operators, OTT communications service providers and pay-TV and OTT video service providers, as well as network equipment and consumer electronics vendors, Internet players and businesses engaging directly or indirectly with consumers in the digital economy.

 6.Executive summary
 7.Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important
 8.Customer service has the closest relationship with the NPS
 9.Different services have different churn rates so operators should create bundles that can help to reduce churn for all services
 10.Recommendations
 11.Recommendations
 12.Drivers of fixed broadband customer churn
 13.Price is the top driver of churn from fixed broadband services, but speed, reliability and value for money are also important
 14.Younger people prioritise speed and are less price-sensitive than older people when selecting their fixed broadband service
 15.NPS increases with advertised broadband speed, but services of 100Mbps and faster may be struggling to meet expectations
 16.Key criteria for customer satisfaction
 17.Customer service has the closest relationship with the NPS
 18.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
 19.Customer satisfaction varies significantly between service providers: providers with high mobile NPS also scored well for fixed  broadband
 20.AT&T: Attention to customer service has made customers into promoters, but fixed–mobile customers are less satisfied than  those with just fixed
 21.Iliad: Fixed broadband has high customer satisfaction and benefits from loose bundling with low-cost mobile services
 22.Turkcell Superonline: Customers were more satisfied than those of their competitors in all measures in our survey
 23.Virgin Media: Strongly placed with a fast, reliable network, a strong TV offer and credible quadruple-play bundles
 24.Bundling strategies to reduce churn
 25.Different services have different churn rates so operators should create bundles that can help to reduce churn for all services
 26.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
 27.Adding services to a bundle generally improves customer retention, but fixed–mobile bundling does require some thought
 28.AT&T’s results suggest that bundling mobile services with fixed can reduce consumers’ perception that they are getting a  ‘bad deal’
 29.Fixed–mobile bundles have had a significant positive effect on customer retention in Spain and France
 30.Panel information and methodology
 31.Methodology
 32.Panel information: France and Germany
 33.Panel information: Poland and Spain
 34.Panel information: Turkey and UK
 35.Panel information: USA
 36.About the authors and Analysys Mason
 37.About the authors
 38.About Analysys Mason
 39.Research from Analysys Mason
 40.Consulting from Analysys Mason


List Of Figures

 Figure 1:  Countries covered individually in this report
 Figure 2:  Reasons given by respondents who intended to change fixed broadband provider within 6 months
 Figure 3:  Linear regression model for the NPS awarded by respondents for satisfaction with five aspects of their service
 Figure 4:  Intention to churn within 6 months, mobile and TV subscribers relative to fixed broadband, by country
 Figure 5:  Average intention to churn among fixed broadband, mobile and TV customers, by country
 Figure 6:  Reasons given by respondents who intended to change fixed broadband provider within 6 months
 Figure 7:  Criteria by which respondents intend to select their next fixed broadband service, by age
 Figure 8:  Fixed broadband Net Promoter Score by advertised maximum speed of service
 Figure 9:  Linear regression model for the NPS awarded by respondents for satisfaction with five aspects of their service
 Figure 10:  NPS by respondents’ satisfaction with the speed and price of their fixed broadband service
 Figure 11:  NPS for fixed broadband providers in France, Germany, Poland, Spain, Turkey, the UK and the USA
 Figure 12:  Services taken by AT&T fixed broadband subscribers in our panel
 Figure 13:  Intention to churn of AT&T’s fixed broadband customers with and without mobile
 Figure 14:  Services taken by Iliad fixed broadband subscribers in our panel
 Figure 15:  Intention to churn of Iliad’s fixed broadband customers with and without mobile
 Figure 16:  Services taken by Turkcell Superonline fixed broadband subscribers in our panel
 Figure 17:  Intention to churn of Turkcell Superonline’s fixed broadband customers with and without mobile
 Figure 18:  Services taken by Virgin Media fixed broadband subscribers in our panel
 Figure 19:  Respondents’ advertised speed by operator, UK
 Figure 20:  Intention to churn within 6 months, mobile and TV subscribers relative to fixed broadband, by country
 Figure 21:  Average intention to churn among fixed broadband, mobile and TV customers, by country
 Figure 22:  Criteria by which respondents intend to select their next fixed broadband service
 Figure 23:  Future (6-month) intentions for fixed broadband, by combination of services bought from the same provider
 Figure 24:  Intention to churn from fixed broadband provider within 6 months, by service combination
 Figure 25:  Intention to churn for customers with bundles of fixed broadband and voice, with and without mobile services, selected  operators


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Reports Details

Published Date : Feb 2015
No. of Pages :41
Country :Global
Category :Telecommunications
Publisher :Analysys Mason Limited
Report Delivery By :Email
Report Delivery Time :12 to 24 hours after placing the order.

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