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

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

Market Study
Published: June 2017
Pages: 32 slides
Research from: Analysys Mason
Sector: Mobile

From: GBP 3845.00
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"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

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