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Market Research Report

Connected Consumer Survey 2019: Mobile Customer Satisfaction in Europe and the USA

Published by Analysys Mason Product code 931279
Published Content info 21 Slides
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Connected Consumer Survey 2019: Mobile Customer Satisfaction in Europe and the USA
Published: April 7, 2020 Content info: 21 Slides
Description

"Positive customer service experiences are increasingly building customer satisfaction rather than negative customer service experiences driving churn."

This report focuses on aspects of Analysys Mason's Connected Consumer Survey that relate to the behaviour, preferences and plans of smartphone users in Europe and the USA. In particular, it focuses on customer satisfaction, churn and retention-related aspects of mobile services. The survey was conducted in association with Dynata between July and August 2019.

This report provides:

  • insight into the main drivers of mobile customer experience and how they vary by country and by operator
  • analysis of the key factors that influence consumers' intention to churn
  • Net Promoter Scores (NPSs) and customer satisfaction metrics of operators in Europe and USA
  • an assessment of why some operators have better NPSs than others
  • analysis of the role of bundling additional services in customer retention and how new service-based pricing models affect KPIs
  • insight into the role of digitalising customer services and its impact on KPIs.

SURVEY DATA COVERAGE:

The survey was conducted in association with Dynata between July and August 2019. The survey groups were chosen to be representative of the mobile-internet-using population. We set quotas on age, gender and geographical spread to that effect. There were a minimum of 1000 respondents per country, and 8000 in the region.

GEOGRAPHICAL COVERAGE:

  • France
  • Germany
  • Italy
  • Poland
  • Spain
  • Turkey
  • UK
  • USA
Table of Contents

Table of Contents

  • Executive summary
  • Drivers of customer satisfaction and churn
  • The impact of data usage and bundling
  • Focus on digital experience
  • Appendix
  • Methodology and panel information
  • About the author and Analysys Mason
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