Customer Insight

Wireless Service Provider

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

  • VoCUL: T-Mobile Takes Top Spot in Satisfaction (Leading Indicator)

    Wireless Service Provider Trends: T-Mobile has been closing the gap on Verizon's lead in our surveys over the past three years. The latest results show T-Mobile has now moved into the top spot in overall customer satisfaction, loyalty, and preferences among planned switchers. Verizon still leads in satisfaction with coverage, reliability, speed of network and streaming video quality. But T-Mobile continues to challenge the status quo by pressuring the competition with non-traditional offerings while remaining sensitive to price. The survey of 4,125 primarily North American respondents from 451 Research's Leading Indicator panel looks at key wireless industry trends -- including data plans and usage, as well as the impact of T-Mobile's One unlimited data plan.

    Internet of Things Mobile Telecom Service Providers

  • VoCUL Quarterly Advisory Report: Targeting Millennials? Network, Video Moves Needle Most

    Wireless Service Providers: As mobile data plans, offers and services bundles proliferate, it is more important than ever for mobile operators to make the right offer to the right customer at the right time. 451 Research's Voice of the Connected User Landscape Leading Indicator survey data provides a strong look ahead into key market trends. These include the closing satisfaction gap between long-time market leader Verizon and its rivals and the evolving priorities of potential 'churners,' which are moving firmly to cost and value issues and away from the network performance concerns that dominated decisions just a few years ago. Things get even more intriguing when we use our VoCUL Representative survey data to go deep on key end-user segments -- in particular users that are younger, more tech-savvy and more likely to opt for non-traditional, over-the-top-style services.

    Internet of Things Mobile Telecom Service Providers

  • VoCUL: Smart Home Market Gaining Steam (Leading Indicator)

    Smart Home and ISP Trends: Adoption of connected smart home products continues to grow at a steady clip. Could the emerging smart speaker category - led by Amazon Echo and just-released Google Home - accelerate the momentum in this space? Our October survey of 2,051 North American consumers takes a look at buying intentions for voice-activated smart speakers from Google and Amazon, along with other key trends in the smart home market - including the most popular types of connected devices and how users are interacting with their smart home. The survey also looked at the Internet Service Provider (ISP) industry in terms of satisfaction, biggest problems and customer loyalty.

    Enterprise Mobility Internet of Things Mobile Telecom Service Providers

  • VoCUL: Q3 2016 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 2016 among approximately 1,000 respondents.

    Enterprise Mobility Internet of Things Mobile Telecom Service Providers

  • VoCUL: Q3 2016 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 2016 among approximately 1,000 respondents.

    Enterprise Mobility Internet of Things Mobile Telecom Service Providers

  • VoCUL: Q3 2016 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 2016 among approximately 1,000 respondents.

    Internet of Things Mobile Telecom Service Providers

  • VoCUL: Q3 2016 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 2016 among approximately 1,000 respondents.

    Internet of Things Mobile Telecom Service Providers

  • VoCUL: Netflix, Amazon Still Ahead in Streaming TV - But New Players Lift Competition (Leading Indicator)

    TV Service Provider & Alternative TV Trends: Netflix and Amazon Video have become core streaming options for consumers with wide-ranging TV needs that go beyond traditional services. But what about streaming enthusiasts? Our latest TV Trends survey shows this group bundling Netflix and Amazon with a mix of subscription and a-la-carte video services - including HBO Now, Hulu and iTunes. Other key survey topics in the streaming TV space include usage frequency and satisfaction with alternative TV services, and the most popular streaming devices. The survey of 4,154 US and Canadian respondents from 451 Research's Leading Indicator panel also focused on the competition between traditional TV service providers.

    Internet of Things Mobile Telecom Service Providers

  • VoCUL: Return of Unlimited Data Shakes Up Wireless Industry (Leading Indicator)

    Wireless Service Provider Trends: Unlimited data plans are back in the spotlight. T-Mobile and Sprint announced new data plans in August, while AT&T updated pricing for its existing unlimited plans. For now, Verizon remains the only major provider not offering monthly unlimited data for new customers. The latest survey takes a look at the impact of new unlimited data plans on the industry, including why consumers want unlimited plans and their willingness to pay for them, as well as reactions to T-Mobile's new One unlimited wireless plan. The survey of 4,174 primarily North American respondents from 451 Research's Leading Indicator panel, also takes a look at other key wireless trends, including device payment options and the expanding prepaid/MVNO space.

    Internet of Things Mobile Telecom Service Providers

  • VoCUL: Q2 2016 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 June 2016 among approximately 1,000 respondents.

    Enterprise Mobility Internet of Things Mobile Telecom Service Providers

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