Customer Insight

Wireless Service Provider

Predictive, multi-dimensional view of connected end-user preferences and buying behavior trends

  • VoCUL: Q3 2017 Wireless Service Provider Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The Wireless Service Provider end-user survey covers wireless provider and data plan trends including current providers, customer satisfaction and loyalty, plans to switch providers, future demand preferences, and dropped calls. This survey is organized into 4 sections: Overall Survey Demographics and Device Ownership, Wireless providers and data plans by demographics, Wireless providers and data plans by current use, and Wireless providers and data plans by employee usage. It was fielded in September 2017 among approximately 1,000 respondents.

    Internet of Things Managed Services & Hosting Mobile Telecom

  • VoCUL: Q3 2017 TV Service Provider and Alternative TV Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The traditional and OTT TV Trends end-user survey covers customer satisfaction, loyalty, and preferred providers for traditional and alternative streaming TV services. It also covers switching plans, cord cutting and demand for streaming services including Netflix, Amazon Instant Video, iTunes, Hulu, Sling TV, HBO Now, CBS All Access, and streaming devices such as Roku, Apple TV, Chromecast. This survey is organized into 3 sections: Overall Survey Demographics and Device Ownership, Current TV providers, switching plans, and OTT services by demographics and Current TV providers, switching plans, and OTT services by current use. It was fielded in September 2017 among approximately 1,000 respondents.

    Internet of Things Managed Services & Hosting Mobile Telecom

  • VoCUL: Q3 2017 ISP Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The ISP trends end-user survey covers current providers, ISP satisfaction, ISP loyalty, and preferred ISP providers. This survey is organized into 3 sections: Overall Survey Demographics and Device Ownership, ISP current and preferred providers by demographics, and ISP current and preferred providers by current use. It was fielded in September 2017 among approximately 1,000 respondents.

    Customer Experience & Commerce Internet of Things Managed Services & Hosting Mobile Telecom Workforce Productivity & Compliance

  • VoCUL: Q3 2017 Smart Home Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The Smart Home end-user survey covers demand for home automation devices including smart thermostats, home monitoring, lighting, CO and smoke detectors, smart plugs, locks and appliances. Customers also weigh in on preferred smart home manufacturers. This survey is organized into 3 sections: Overall Survey Demographics and Device Ownership, Smart home device ownership and buying plans by demographics, and Smart home device ownership and buying plans by current use. It was fielded in September 2017 among approximately 1,000 respondents.

    Customer Experience & Commerce Internet of Things Managed Services & Hosting Mobile Telecom Workforce Productivity & Compliance

  • VoCUL: Perceived Value Driving T-Mobile's Growth (Leading Indicator)

    Wireless Service Provider Trends: T-Mobile continues to find success by delivering wireless offerings that their subscribers rate as the best overall value. Despite its perceived shortcomings in network coverage and reliability, T-Mobile's overall satisfaction score leads the industry for the fourth consecutive quarter. Verizon Wireless is its closest competitor across several customer experience measures, including subscriber satisfaction and loyalty. Verizon's premium network remains its core advantage, as it regains the top spot in network speed and registers high satisfaction on coverage and reliability. A September survey of 3,840 primarily North American respondents from 451 Research's Leading Indicator panel looked at several key performance indicators for wireless operators.

    Internet of Things Managed Services & Hosting Mobile Telecom

  • VoCUL: Pay TV Customers Want To Be Free of Equipment Rental Fees (Leading Indicator)

    TV Service Provider & Alternative TV Trends:Whether it's improving customer satisfaction or stemming subscriber churn, one specific strategy stands out above the rest -- eliminating equipment rental fees. The findings paint a clear picture: fees charged for renting set-top boxes, DVRs and modems/routers continue to have a strong negative effect on the overall pay TV customer experience. Removing contract requirements and offering scaled-down TV channel packages are other strategies for traditional TV providers to engage at-risk customers. The latest survey, completed September 21, of 3,478 primarily North American respondents from 451 Research's Leading Indicator panel focused on key measures within the traditional pay TV and streaming/OTT market.

    Internet of Things Managed Services & Hosting Mobile Telecom

  • VoCUL: Amazon and Apple Are Most Preferred Smart Home Brands (Leading Indicator)

    Smart Home and ISP Trends: Growth for the smart home market continues to be driven by uptake of energy management and security solutions, as consumers seek cloud-powered answers to practical problems at home. Interestingly, when asked about their most preferred manufacturer of smart home tech, Amazon and Apple take the prize -- neither of which make thermostats or security cameras. The latest survey, completed July 21, of 3,965 primarily North American respondents from 451 Research's Leading Indicator panel focused on overall smart home trends and smart speakers, including purchase intent for the Apple HomePod. We also looked at the competition among Internet Service Providers (ISP), including customer satisfaction and plans to switch.

    Customer Experience & Commerce Internet of Things Managed Services & Hosting Mobile Telecom Workforce Productivity & Compliance

  • VoCUL: Q2 2017 Wireless Service Provider Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The Wireless Service Provider end-user survey covers wireless provider and data plan trends including current providers, customer satisfaction and loyalty, plans to switch providers, future demand preferences, and dropped calls. This survey is organized into 4 sections: Overall Survey Demographics and Device Ownership, Wireless providers and data plans by demographics, Wireless providers and data plans by current use, and Wireless providers and data plans by employee usage. It was fielded in June 2017 among approximately 1,000 respondents.

    Internet of Things Managed Services & Hosting Mobile Telecom

  • VoCUL: Q2 2017 TV Service Provider and Alternative TV Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The traditional and OTT TV Trends end-user survey covers customer satisfaction, loyalty, and preferred providers for traditional and alternative streaming TV services. It also covers switching plans, cord cutting and demand for streaming services including Netflix, Amazon Instant Video, iTunes, Hulu, Sling TV, HBO Now, CBS All Access, and streaming devices such as Roku, Apple TV, Chromecast. This survey is organized into 3 sections: Overall Survey Demographics and Device Ownership, Current TV providers, switching plans, and OTT services by demographics and Current TV providers, switching plans, and OTT services by current use. It was fielded in June 2017 among approximately 1,000 respondents.

    Internet of Things Managed Services & Hosting Mobile Telecom

  • VoCUL: Q2 2017 ISP Trends (Representative)

    Four times a year, 451 Research conducts a population representative survey of 4,000 US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. The ISP trends end-user survey covers current providers, ISP satisfaction, ISP loyalty, and preferred ISP providers. This survey is organized into 3 sections: Overall Survey Demographics and Device Ownership, ISP current and preferred providers by demographics, and ISP current and preferred providers by current use. It was fielded in June 2017 among approximately 1,000 respondents.

    Customer Experience & Commerce Internet of Things Managed Services & Hosting Mobile Telecom Workforce Productivity & Compliance

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