Enlightening customer insights from the most frequently asked questions

Transcription

1 Enlightening customer insights from the most frequently asked questions

2 Are service providers positioned to win in the race against Google, Amazon and Facebook? Amdocs. All Rights Reserved.

3 Customers are not tempted to switch their current service provider to Google, Amazon and Facebook 80% of respondents would not consider replacing their current service provider if companies like Amazon, Google, and Facebook would offer them connectivity 1 2 WHY NOT? (top three reasons) Privacy issues with those companies Internet quality 3 Distrust Amdocs. All Rights Reserved.

4 Customers recognize service providers` strengths 63% of respondents would recommend their service provider to their family and friends Thanks to which of the following factors would you recommend your telecom service provider? 89% 59% 58% 52% Customer care / experience High-quality internet connection and coverage Competitive prices Brand reputation Amdocs. All Rights Reserved.

5 But struggle to commit to service providers for more than a year 50% of respondents say they have been with their service provider for less than a year How long have you been with your current mobile service provider? 16% 34% 21% 17% Just moved Less than a year 1-2 years 2-5 years 11% 5+ years The first year is crucial for service providers to excite their customers and provide a memorable experience Amdocs. All Rights Reserved.

6 What would keep customers loyal to service providers? Amdocs. All Rights Reserved.

7 There is work to do: Wi-Fi is the connectivity of choice Do you have a mobile internet plan? Which of the following internet connections do you use the most? 71% Wi-Fi in public places 36% Yes No 29% Wi-Fi at home 20% 62% 38% Wi-Fi at work 15% Mobile internet Wi-Fi Despite 62% of respondents having a mobile internet plan, they mostly use Wi-Fi, particularly in public places Amdocs. All Rights Reserved.

8 Keeping mobile internet for low-data activities while using Wi-Fi for heavy data Which of the following internet connections you use the most while doing the following? 92% 91% 88% 84% 79% 73% 92% My mobile internet plan Wi-Fi in public places 63% 58% 52% 62% 37% 42% 48% 38% 8% 9% 12% 16% 21% 27% 8% Search for coupons near stores/malls Mobile payment Mobile purchase Send Mobile surf Access social networks Watching TV/video content via service provider s TV app OTT Messaging VoIP Watch live TV programming Watch TV/video content via YouTube, Netflix, etc. Low data Heavy data Amdocs. All Rights Reserved.

9 Beyond low-cost Wi-Fi, the majority of customers don`t spend any money on the services they use Please compare how much money you are spending in 2014 compared to the same period last year 66% 15% 15% 4% Didn t spend at all on these services (it's free) Spent more than last year on these services Spent same as last year on these services Spent less than last year on these services Only one in three customers increased or maintained their level of spending on digital content in Amdocs. All Rights Reserved.

10 Network quality vs. price is the name of the game Please tell us why you chose to connect to mobile internet the most Please tell us why you chose to connect to Wi-Fi in public places the most Network Quality Mobile internet Wi-Fi in public places Price Bundling Wi-Fi connectivity and valuable content with mobile internet plans will help service providers bring customers back and increase their loyalty Amdocs. All Rights Reserved.

11 Customers seek tailored pricing plans with rich and relevant content Assuming that you now have the option to switch your mobile subscription plan, what would you choose? 58% 55% 53% 50% 45% Lower prices One plan that includes usage for my family members and their devices Plan that includes additional communication services (e.g. home, internet, TV) Plan that enables me to choose the bundle components Plan that bills me based on my usage history Subscriptions are the future of digital content and bundles are the future of subscriptions (Ovum) Amdocs. All Rights Reserved.

12 and multi-play? Amdocs. All Rights Reserved.

13 The multi-play opportunity remains unclaimed 83% of respondents subscribed to three or four services but only 9% subscribe to them from the same service provider 52% To how many services are you subscribed? How many services do you receive from the same service provider? 60% 31% 31% 16% 8% 1% 1% Four services Quad-play Three services Triple-play Two services Dual-play One service One or no services Service providers need to capitalize on the multi-play opportunity while they own the customer relationship Amdocs. All Rights Reserved.

14 EX C ITING VA L U A B L E CONSIS TENT CONTEX T UAL PERS ONALIZED M E MO R A B L E R E L E VA N T EXPERIENCE Amdocs. All Rights Reserved.

15 Thank you!

16 Background Amdocs Customer Experience Spotlight 2015, an independent research study conducted by IE Market Research (IEMR) on behalf of Amdocs, included global research of 8450 consumers across 16 countries North America Latin America Western Europe Eastern Europe Asia-Pacific Canada Mexico Germany Russia India United States Brazil Italy Romania Philippines Netherlands Hungary Singapore Spain Czech Republic United Kingdom Amdocs. All Rights Reserved.