Emerging Asia-Pacific Fixed Broadband Retention and Satisfaction Consumer Survey 2020: Fixed Broadband Operators Will Need to React to the Longer-Term Ramifications of the Covid-19 Pandemic – ResearchAndMarkets.com

DUBLIN–(BUSINESS WIRE)–The “Connected Consumer Survey 2020: Fixed Broadband Retention and Satisfaction in Emerging Asia-Pacific” report has been added to ResearchAndMarkets.com’s offering.

This report focuses on aspects of the Connected Consumer Survey that relate to the behaviour, preferences and plans of fixed broadband users in Indonesia, Malaysia, the Philippines and Thailand. In particular, it focuses on the drivers of satisfaction and churn for these users.

This report provides:

• new insights about consumers’ experiences with their fixed broadband services in Indonesia, Malaysia, the Philippines and Thailand
• a breakdown of the key factors affecting Net Promoter Scores (NPSs) and churn, with further discussion about which operators are particularly effective at achieving high scores
• detailed information about which value-added services have a measurable effect on customer satisfaction and churn intention.

Survey data coverage

The research was conducted in September 2020. The survey groups were chosen to be representative of the mobile-internet-using population in the region. We set quotas on age, gender and geographical spread to that effect. Each country had a minimum of 1000 respondents.

Key Questions Answered in this Report

• What are the most significant factors that affect Net Promoter Scores (NPSs) for fixed broadband operators? Which operators score highly and why?
• What are the most significant drivers of fixed broadband churn and how can operators most-effectively approach customer retention?
• Which value-added services have a measurable effect on customer satisfaction and churn intention?
• What is the penetration of different channels for customer service and making a purchase and how does the channel mix influence satisfaction and churn?

Who Should Read this Report

• Product managers and strategy teams working for fixed operators that are launching new broadband products aimed at the retail market, or are designing their response to those of their competitors.
• Marketing executives and product managers for operators that are making decisions about service design and its impact on customers’ retention of broadband bundles.
• Vendors seeking to understand local market drivers in countries across EMAP.

Key Topics Covered:

• Executive summary
• Satisfaction and willingness to recommend
• Intention to churn
• Value-added services and channels for contacting operators
• Appendix
• Methodology and panel information
• About the author

Countries Covered

• Indonesia
• Malaysia
• Philippines
• Thailand

For more information about this report visit https://www.researchandmarkets.com/r/3x3ka7

Contacts

ResearchAndMarkets.com

Laura Wood, Senior Press Manager

press@researchandmarkets.com

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