consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction

Size: px
Start display at page:

Download "consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction"

Transcription

1 consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction An Ericsson Consumer Insight Summary Report February 2012

2 contents Enhancing the consumer experience 3 Focus on the US market 4 Satisfaction vs importance 5 Combining satisfaction and importance 6 Optimizing the consumer experience 7 Meeting tomorrow s needs 9 Highlights from Brazil and Russia 10 Ericsson ConsumerLab has conducted research that identifies what really drives the consumer experience when using communication services. This research also shows what needs to be implemented to further enhance this experience. In order to fully understand what makes the consumer experience dynamic, Ericsson ConsumerLab has released a set of unique results that measure consumer satisfaction and importance. These identify the improvements that operators can undertake in order to optimize the experience. The research was conducted in three countries: the US, Russia and Brazil. This report focuses on the US study and briefly presents findings from the Russian and Brazilian markets. Ericsson consumerlab the voice of the consumer Ericsson ConsumerLab is a knowledge-based organization that provides consumer insight to influence strategy, marketing and product management within the Ericsson Group. Ericsson ConsumerLab has more than 15 years experience in consumer values and behavior research, including the way people act and think about ICT products and services. This insight helps operators to develop attractive revenue-generating services. Knowledge is gathered through a global research program which interviews 100,000 individuals in more than 40 countries and 10 megacities annually statistically representing the views of 1.1 billion people. This is based on both quantitative and qualitative research, and hundreds of hours of indepth interviews and focus groups with consumers from different cultures. This research includes general market and consumer trends, and in-depth insights into specific areas. To be close to the market and consumers, Ericsson ConsumerLab has team members working in most of Ericsson s market regions. Being part of the Ericsson Group gives the organization a thorough understanding of the ICT market and business models. This broad knowledge is unique and is the basis for Ericsson s credibility and integrity. Ericsson ConsumerLab is able to share the big picture, with an understanding of where the individual fits in and what this means for future trends and services. 2 CONSUMERLAB OPTIMAL CONSUMER EXPERIENCE

3 Enhancing the consumer experience Today, operators compete in a very different market to the one they faced only a few years ago. Consumers can choose from an abundance of brands, products and services when communicating, sharing, and socializing. Because of this, the market is increasingly driven by consumer needs and desires. People expect to be able to manage their service how they want, when they want and from any device. Ericsson ConsumerLab has conducted a study that uncovers consumer insights that operators can capitalize on in order to shape the future consumer experience. The results allow us to understand what represents an ideal consumer experience today and tomorrow for selected target groups of consumers. In such a competitive market, operators need to adapt by rethinking the way they interact with consumers. This study looks beyond the key parameters of price and quality to get a thorough picture of what really matters for the consumer experience. The Key findings > True picture Measuring satisfaction levels is not enough, by combining this with what is important to users, we get a true picture of the optimal consumer experience. > Over half are satisfied 62% of subscribers are satisfied with their operator. This level varies when asking the consumer how satisfied they are in a particular situation/interaction with their operator. > Different priorities The study clearly shows that different consumer segments have different priorities when it comes to what is most important in their relationship with their operator. > service and support most important Service and support has been measured as having the highest impact on the relationship with an operator today. The key driver being a service representative that is knowledgeable about the individual. > unmet needs There are still unmet needs that could further improve the consumer experience. These include transparency, efficiency and proactivity. CONSUMERLAB Optimal consumer experience 3

4 focus on the us MARKET Ericsson ConsumerLab met and spoke with 72 consumers from different demographic groups in Chicago and San Francisco to acquire an in-depth understanding of their experience when interacting with service providers. This has enabled us to identify the main expectations and frustrations that consumers have with operators that are not meeting their needs. There were recurring unmet needs voiced by consumers during the interviews. These included lack of transparency in billing, a generalized customer care approach and a lack of loyalty building. For example, consumers have complained that while their service bills had increased over time, better rates were made available to new customers through promotions. Loyal customers are therefore penalized by being forced to pay full rates. Figure 1: Overall satisfaction levels for each of the touch point areas 100% 80% 60% 40% 20% 0% Initial purchase process Completely satisfied Billing & payment Indifferent Account management Service & support Loyalty building Completely dissatisfied This latter disappointment is a reflection of consumer expectations which have been set by other industries, such as the travel and credit card market. These sectors regularly reward loyalty with better service or monetary incentives. Based on feedback from the consumers, a list of 58 separate questions were identified that could be used in an online survey. We categorized the results into five different touch point areas: service and support, initial purchase process, billing and payment, account management and loyalty building. Satisfaction was measured on three levels: 1. Overall satisfaction with the operator 2. For each touch point area 3. For each of the 58 questions We observed that satisfaction levels decrease when asking the consumer how satisfied they are with a specific situation/interaction with the operator. The more specific the questions, the more varied the answers were regarding satisfaction. Overall, it was found that 62% of respondents were satisfied with their operator. More than half of the consumers studied are satisfied with their operator; however satisfaction levels decline slightly as the consumer engagement process continues. Rewarding consumer loyalty through personalized service and attention is the touch point area that consumers indicate needs the most enhancements. We also observed that a large portion of consumers are indifferent, indicating that communication services are a low priority today. However, there is an opportunity to increase satisfaction for these consumers in the future. customer expectations In general, US consumers who have contacted their operator are less satisfied than those who have not. Those same consumers are also shown to have generally higher expectations of their operator. Of those that had contacted their operator in the last 6 months, 61 percent had wanted to upgrade or downgrade their services, 58 percent were calling to resolve a technical issue and 51 percent were interested in information about new services or products. Some consumers may have contacted their operator more than once. 4 CONSUMERLAB OPTIMAL CONSUMER EXPERIENCE

5 satisfaction vs importance Simply measuring how satisfied consumers say they are with their experience does not give us a full understanding of which expectations are most important to optimizing the experience. Therefore we have added another dimension that measures the importance of each question. The results show that service and support is the most important touch point area in the overall consumer experience today. Service and support is mostly driven by customer service representatives being knowledgeable about the individual. Initial purchase process is a close second. Figure 2: Importance levels of the five touch points TOday Initial purchase process Billing & payment Account management Service & support Loyalty building 29% 13% 2% 49% 8% Different consumers different needs Different consumer profiles have different needs. All touch point areas are important for the overall consumer experience but the touch point areas that are the most important differ between segments. Figure 3: Defining the touch point areas The initial purchase process is driven by an individual s ability to customize the service to meet their own specific needs. This is the most important area for more senior and less tech-savvy individuals. Billing and payment is of great importance to career-minded people. These groups of people are comfortable using technology as part of their everyday lives, and expect complete transparency regarding the financial aspect of their account. Loyalty building and account management are especially important for young professionals, as most are in the process of establishing their lives and have started to pay for services themselves relatively recently. questions Identified in qualitative research to measure the consumer experience Initial purchase process Billing & payment Account management Service & support Loyalty building CONSUMERLAB Optimal consumer experience 5

6 combining satisfaction and importance Figure 4: Combining satisfaction and importance Less satisfied More satisfied latent strengths MAINTAIN de-prioritize Prioritize Less important More important Identifying success By studying both the satisfaction and importance of each expectation, we are able to identify which areas operators have successfully implemented today, and what needs to be prioritized to raise the experience. 6 CONSUMERLAB OPTIMAL CONSUMER EXPERIENCE

7 OPtimizing the consumer experience there s always something you don t really want, like with my operator I did not want my landline. Parent San Francisco Operators already have many satisfaction drivers in place but there is still great potential for improvement across all touch point areas. Figure 5: shows the main expectations that have been successfully met by operators. Figure 5: Successfully met expectations Satisfaction drivers that have been successfully implemented Customization Give consumers the opportunity to personalize services to meet their specific individual needs Provide detailed information about each consumer to the customer support reps Speed Customer service representatives can make immediate decisions to solve problems more quickly Simplicity Continue with offerings that are easier to understand MAINTAIN Implemented drivers of satisfaction that need to be continuously maintained and enhanced Prioritize 24/7 customer support Maintain 24/7 availability of customer support for trouble shooting Drivers of satisfaction for the future consumer experience HIGH SATISFACTION, HIGH IMPORTANCE LOW SATISFACTION, HIGH IMPORTANCE Customization Speed Transparency Efficiency Simplicity 24/7 customer support Proactivity Consumers in control CONSUMERLAB Optimal consumer experience 7

8 OPtimizing the consumer experience Figure 6: Drivers to be prioritized It is not enough to just maintain the areas that work today. Service providers need to implement prioritized drivers to provide consumers with an optimized experience. Prioritize Drivers of satisfaction for the future consumer experience LOW SATISFACTION, HIGH IMPORTANCE Figure 6 shows the main drivers of satisfaction that need to be implemented in order to achieve the optimal consumer experience in the future. Creating the optimal consumer experience Transparency Avoid hidden clauses in contracts and other communications to the consumer Transparency Proactivity Efficiency Consumers in control Efficiency Guarantee that a problem will be resolved within a specific time period, with penalties if not achieved Proactivity Recommend cost savings based on past consumption Consumers in control Offer consumers the tools they need to keep track of usage and spending in real time I was disappointed when the trial price period changed without any notice and the rates went up. They re poor at explaining prices, services, and options. Young Professional Chicago 8 CONSUMERLAB OPTIMAL CONSUMER EXPERIENCE

9 Meeting tomorrow s needs Today, loyalty building, account management, and billing and payment contribute less to the overall consumer experience than initial purchase process and service and support. In addition to maintaining the satisfaction drivers that create a good consumer experience today, there is an opportunity in the future for operators to capitalize on consumer expectations that have not yet been fully met. These touch point areas currently contribute more to the consumer experience of young professionals and other tech-savvy consumer segments. We know from previous research that the usage patterns of such groups are an indication of the likely direction of future consumption patterns. When analyzed in detail, these consumer expectations call for proactivity and transparency to provide consumers with a greater feeling of control over their account. They are classified within the loyalty, account management, billing and payment touch point areas. CONSUMERLAB Optimal consumer experience 9

10 highlights from brazil and russia Figure 7: Importance levels of the five touch points in Brazil Initial purchase process Billing & payment Account management Service & support Loyalty building 1% 19% 32% 47% 1% Brazil Service and support is most important for the consumer experience in Brazil followed by account management and billing. The Brazilian consumer experience is characterized by high levels of control over usage and spending. This is mainly due to the fact that the majority of users are on prepaid payment plans. There is also high satisfaction with polite and friendly customer service representatives. However, a quicker response time is required to create the ideal consumer experience. A mandate to make immediate decisions would help customer service representatives to achieve this. 10 CONSUMERLAB OPTIMAL CONSUMER EXPERIENCE

11 Figure 8: Importance levels of the five touch points in Russia Initial purchase process Billing & payment Account management Service & support Loyalty building 1% 44% 4% 50% 1% Russia The service and support touch point area is most important for the consumer experience in Russia, followed by billing and payment. Russian consumers have high levels of control over their spending, due to the majority being on prepaid payment plans. In the Russian market there is a marked frustration regarding the lack of warning about service outages. Operators can improve on this by providing advanced warning before service interruptions, and offer compensation for lost usage. Regional survey variations Internet penetration is a lot higher in the US than in Brazil and Russia. The Russian and Brazilian respondents therefore represent the more techsavvy proportion of their country s population. US > Sample is representative of approximately 100 million people > 1,100 interviews > Online population who own and use a mobile phone and subscribe to an internet service Brazil > Sample is representative of approximately 42 million people > 900 interviews > Daily to weekly internet and mobile phone users Russia > Sample is representative of approximately 25 million people > 900 interviews > Daily internet users, highly educated, mobile phone users CONSUMERLAB Optimal consumer experience 11

12 Ericsson is the world s leading provider of communications technology and services. We are enabling the Networked Society with efficient real-time solutions that allow us all to study, work and live our lives more freely, in sustainable societies around the world. Our offering comprises services, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today more than 40 percent of the world s mobile traffic goes through Ericsson networks and we support customers networks servicing more than 2 billion subscribers. We operate in 180 countries and employ more than 100,000 people. Founded in 1876, Ericsson is headquartered in Stockholm, Sweden. In 2011 the company had revenues of SEK 226,9 billion (USD 35,0 billion). Ericsson is listed on NASDAQ OMX, Stockholm and NASDAQ, New York stock exchanges. The content of this document is subject to revision without notice due to continued progress in methodology, design and manufacturing. Ericsson shall have no liability for any error or damage of any kind resulting from the use of this document. Ericsson SE Stockholm, Sweden Telephone Fax EN/LZT R1A Ericsson AB 2012

consumerlab UNLOCKING CONSUMER VALUE Identifying the needs of today s smartphone and mobile internet users

consumerlab UNLOCKING CONSUMER VALUE Identifying the needs of today s smartphone and mobile internet users consumerlab UNLOCKING CONSUMER VALUE Identifying the needs of today s smartphone and mobile internet users An Ericsson Consumer Insight Summary Report May 2013 contents DIVIDE AND CONQUER 3 KEY FACTORS

More information

CONSUMERLAB CONNECTED LIFESTYLES. An analysis of evolving consumer needs

CONSUMERLAB CONNECTED LIFESTYLES. An analysis of evolving consumer needs CONSUMERLAB CONNECTED LIFESTYLES An analysis of evolving consumer needs An Ericsson Consumer Insight Summary Report January 2014 Contents INTRODUCTION AND KEY FINDINGS 3 THREE MARKETS, THREE REALITIES

More information

Privacy, security and safety online

Privacy, security and safety online CONSUMERLAB Privacy, security and safety online Consumer perspectives and behavior February 2014 Contents CONTENTS internet reaches critical mass CONCERNS AFFECT BEHAVIOR BUT NOT USAGE ONLINE CONCERNS

More information

consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators

consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators An Ericsson Consumer Insight Summary Report June 2013 contents USER BEHAVIOR IS CHANGING

More information

CONSUMERLAB. sharing information. The rise of consumer influence

CONSUMERLAB. sharing information. The rise of consumer influence CONSUMERLAB sharing information The rise of consumer influence An Ericsson Consumer Insight Summary Report September 2015 Contents 3 INFORMATION SHARING DYNAMICS 4 INFORMATION SHARING WITH INDIVIDUALS

More information

CONSUMERLAB. INTERNET GOES MOBILE Country report Nigeria

CONSUMERLAB. INTERNET GOES MOBILE Country report Nigeria CONSUMERLAB INTERNET GOES MOBILE Country report Nigeria An Ericsson Consumer Insight Summary Report April 2015 contents FROM DUSK TIL DAWN 3 LOCATION EQUATION 4 CONNECTIVITY CALCULATIONS 5 SERVICE AND

More information

DATA-ENHANCED CUSTOMER EXPERIENCE

DATA-ENHANCED CUSTOMER EXPERIENCE DATA-ENHANCED CUSTOMER EXPERIENCE Using big data analytics to gather essential insight into user behaviors ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within

More information

CONSUMERLAB INTERNET GOES MOBILE. Regional report South Africa

CONSUMERLAB INTERNET GOES MOBILE. Regional report South Africa CONSUMERLAB INTERNET GOES MOBILE Regional report South Africa An Ericsson ConsumerLab Insight Summary Report April 2015 contents FROM DUSK TIL DAWN 3 COMPREHENSIVE CONNECTIVITY 4 AGE MATTERS 5 SERVICE

More information

CONSUMERLAB. Performance shapes smartphone behavior Understanding mobile broadband user expectations in India

CONSUMERLAB. Performance shapes smartphone behavior Understanding mobile broadband user expectations in India CONSUMERLAB Performance shapes smartphone behavior Understanding mobile broadband user expectations in India An Ericsson Consumer Insight Summary Report July 2014 contents CONSUMER PERCEPTION 3 VS. REAL

More information

CONSUMERLAB. Flexibility in work life

CONSUMERLAB. Flexibility in work life CONSUMERLAB Flexibility in work life An Ericsson ConsumerLab Insight Summary Report June 2015 contents ANY PLACE IS A WORK PLACE 3 TOWARDS GREATER FLEXIBILITY 4 ENABLING MOBLITY 5 THERE S AN APP FOR THAT

More information

CONSUMERLAB. The Indoor Influence. Regional report Europe

CONSUMERLAB. The Indoor Influence. Regional report Europe CONSUMERLAB The Indoor Influence Regional report Europe Consumer Insight Summary Report April 2015 contents FROM DUSK TIL DAWN 3 LOCATION EQUATION 4 THE GENERATION GAME 6 INFORMATION IN HAND 7 METHODOLOGY

More information

consumerlab SMARTER MOBILE BROADBAND How smarter management and charging of mobile internet can enhance the consumer experience

consumerlab SMARTER MOBILE BROADBAND How smarter management and charging of mobile internet can enhance the consumer experience consumerlab SMARTER MOBILE BROADBAND How smarter management and charging of mobile internet can enhance the consumer experience An Ericsson Consumer Insight Summary Report June 2012 contents Setting the

More information

EXPERIENCE ICT. Ericsson IT Managed Services

EXPERIENCE ICT. Ericsson IT Managed Services EXPERIENCE ICT Ericsson IT Managed Services Evolve the Experience BUILT WITH YOUR CUSTOMERS IN MIND Studies show that network and service performance are the most important factors in ensuring customer

More information

CONSUMERLAB. Mobile commerce in Emerging Asia

CONSUMERLAB. Mobile commerce in Emerging Asia CONSUMERLAB Mobile commerce in Emerging Asia An Ericsson Consumer Insight Summary Report August 2014 Contents METHODOLOGY 2 KEY FINDINGS 3 DIVERSE MARKETS 4 CASHONOMICS 6 DRIVING CHANGE 8 BUILDING BLOCKS

More information

Customer centric managed services. Helping businesses thrive through joint strategic partnerships

Customer centric managed services. Helping businesses thrive through joint strategic partnerships Customer centric managed services Helping businesses thrive through joint strategic partnerships AN EVOLVING MODEL Managed services are evolving, and with them the model of business relationships that

More information

One billion. Mobile Broadband subscriptions 2011. An Ericsson Consumer Insight Study on consumers connectivity needs

One billion. Mobile Broadband subscriptions 2011. An Ericsson Consumer Insight Study on consumers connectivity needs One billion Mobile Broadband subscriptions 2011 An Ericsson Consumer Insight Study on consumers connectivity needs This is ERICSSON CONSUMERLAB ConsumerLab is a knowledge-based organization. We provide

More information

CONSUMERLAB. Wi-Fi calling finds its voice. Assessing its impact on communication behavior

CONSUMERLAB. Wi-Fi calling finds its voice. Assessing its impact on communication behavior CONSUMERLAB Wi-Fi calling finds its voice Assessing its impact on communication behavior An Ericsson Consumer Insight Summary Report July 2015 Contents 3 WI-FI CALLING ARRIVES 4 LIVING WITH NO SIGNAL 5

More information

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX JUNE

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX JUNE NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX JUNE 215 MARKET OVERVIEW Key figures: North America 214 22 CAGR 214 22 Mobile subscriptions (million) 38 48 4% Smartphone subscriptions (million) 25 37 5%

More information

BUSINESS USERS GO MOBILE

BUSINESS USERS GO MOBILE CONSUMERLAB BUSINESS USERS GO MOBILE A study of enterprise mobility transformation An Ericsson ConsumerLab Insight Summary Report December 2014 ERICSSON CONSUMERLAB GAMING IN THE NETWORKED SOCIETY 1 contents

More information

CONSUMERLAB. Mobile COMMERCE IN EMERGING MARKETS

CONSUMERLAB. Mobile COMMERCE IN EMERGING MARKETS CONSUMERLAB Mobile COMMERCE IN EMERGING MARKETS An Ericsson ConsumerLab Insight Summary Report January 2015 contents EXAMINING ATTITUDES 3 GROWING URBANIZATION 4 A CASH ECONOMY 6 PERCEPTION IS KEY 7 ECONOMIC

More information

consumerlab IN-LINE SHOPPING Merging the online and in-store shopping experience

consumerlab IN-LINE SHOPPING Merging the online and in-store shopping experience consumerlab IN-LINE SHOPPING Merging the online and in-store shopping experience An Ericsson Consumer Insight Summary Report November 2012 contents A NEW REALITY 3 INTEGRAL TO THE EXPERIENCE 4 MIXING IT

More information

YOUNG PROFESSIONALS AT WORK

YOUNG PROFESSIONALS AT WORK consumerlab YOUNG PROFESSIONALS AT WORK The working lives and expectations of the emerging professional generation in the US An Ericsson Consumer Insight Summary Report April 2013 contents THE LEADERS

More information

EUROPE ERICSSON MOBILITY REPORT APPENDIX JUNE

EUROPE ERICSSON MOBILITY REPORT APPENDIX JUNE EUROPE ERICSSON MOBILITY REPORT APPENDIX JUNE 2015 MARKET OVERVIEW Key figures: Europe 2014 2020 CAGR 2014 2020 Mobile subscriptions (million) 1,125 1,270 2% Smartphone subscriptions (million) 450 830

More information

BRINGING FAMILIES CLOSER

BRINGING FAMILIES CLOSER consumerlab BRINGING FAMILIES CLOSER The impact of communication technology on families in the US An Ericsson ConsumerLab Insight Summary Report August 2015 Contents 3 Family communication 4 Communication

More information

CONSUMERLAB. connected homes

CONSUMERLAB. connected homes CONSUMERLAB connected homes An Ericsson Consumer Insight Summary Report June 2015 contents 3 4 5 6 7 9 10 11 THE IMPORTANCE OF THE HOME DRIVERS for a connected home CONNECTIVITY TODAY CONNECTED HOME CATEGORIES

More information

consumerlab CITy life

consumerlab CITy life consumerlab CITy life An Ericsson Consumer Insight Summary Report May 2012 contents Nowadays, more and more people are opting to live in cities. There are many reasons for this, often stemming from the

More information

CONSUMERLAB. Internet goes mobile. A study of ICT usage trends in urban Maghreb

CONSUMERLAB. Internet goes mobile. A study of ICT usage trends in urban Maghreb CONSUMERLAB Internet goes mobile A study of ICT usage trends in urban Maghreb An Ericsson Consumer Insight Summary Report February 2015 contents MAGHREB: MARKET OVERVIEW 3 INTERNET ON THE RISE 4 GETTING

More information

Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH

Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within all aspects

More information

LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT APPENDIX NOVEMBER

LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT APPENDIX NOVEMBER LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT APPENDIX NOVEMBER MARKET OVERVIEW Key figures: Latin America and the Caribbean M Mobile subscriptions (million) Smartphone subscriptions (million)

More information

consumerlab BRIDGING THE DIGITAL DIVIDE How mobile phones are playing a key role in connecting people in Sub-Saharan Africa

consumerlab BRIDGING THE DIGITAL DIVIDE How mobile phones are playing a key role in connecting people in Sub-Saharan Africa consumerlab BRIDGING THE DIGITAL DIVIDE How mobile phones are playing a key role in connecting people in Sub-Saharan Africa An Ericsson Consumer Insight Summary Report November 2013 contents KEY FINDINGS

More information

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER

NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER NORTH AMERICA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER 214 MARKET OVERVIEW Key figures: North America M 214 22 CAGR 214 22 Mobile subscriptions (million) 385 49 4% Smartphone subscriptions (million)

More information

DATA-DRIVEN EFFICIENCY

DATA-DRIVEN EFFICIENCY DATA-DRIVEN EFFICIENCY Combining actionable information with market insights to work intelligently and reduce costs ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence

More information

THIS IS ERICSSON Global connections Local commitment

THIS IS ERICSSON Global connections Local commitment THIS IS ERICSSON Global connections Local commitment In the rapidly changing information and communication industry, we take the role of business enabler. Hans Vestberg, President and CEO Communication

More information

#sharedvictory. Key Event Experience services maximize spectators satisfaction at the world s biggest football tournament

#sharedvictory. Key Event Experience services maximize spectators satisfaction at the world s biggest football tournament #sharedvictory Key Event Experience services maximize spectators satisfaction at the world s biggest football tournament January 2015 CONTENTS SUMMARY 3 IN THE MOMENT 4 MEASURING THE EXPERIENCE 6 TEAMING

More information

Smart MOBILE DEVICES and app COVERAGE

Smart MOBILE DEVICES and app COVERAGE Smart MOBILE DEVICES and app COVERAGE EXTRACT FROM THE ERICSSON MOBILITY REPORT JUNE 2014 Smart MOBILE DEVICES and app COVERAGE Mobile radio network capabilities increase with each new technology generation.

More information

Experience shapes mobile customer loyalty ERICSSON CONSUMERLAB

Experience shapes mobile customer loyalty ERICSSON CONSUMERLAB ERICSSON CONSUMERLAB Experience shapes mobile customer loyalty Understanding the impact of connectivity experience on smartphone user s loyalty to their operator An Ericsson Consumer and Industry Insight

More information

voice and internet vital to city life CONSUMERLAB www.ericsson.com/consumerlab

voice and internet vital to city life CONSUMERLAB www.ericsson.com/consumerlab voice and internet vital to city life CONSUMERLAB www.ericsson.com/consumerlab Good quality voice and internet connections vital to city life City dwellers around the world are clear about one thing: having

More information

SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER

SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT APPENDIX NOVEMBER 214 Market overview Key figures: South East Asia and Oceania M 214 995 224 35 22 1,33 81 2,7 CAGR 214 22 5% 25% 4% Mobile subscriptions

More information

LATIN AMERICA AND THE CARIBBEAN

LATIN AMERICA AND THE CARIBBEAN LATIN AMERICA AND THE CARIBBEAN ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: Latin America and the Caribbean 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 740 850 2% Smartphone

More information

Ericsson Live Events

Ericsson Live Events Ericsson Live Events Enabling the Ultimate Fan Experience Delivering on fan expectations Enabling you to invent your ultimate fan experience We know what s important: Growing revenues through attendance

More information

CONSUMERLAB. Consumer privacy in an online world

CONSUMERLAB. Consumer privacy in an online world CONSUMERLAB Consumer privacy in an online world An Ericsson Consumer Insight Summary Report, February 2012 introduction Ericsson ConsumerLab has done research during the past year on consumer awareness,

More information

A WIDER SHARING ECOSYSTEM. The pivotal role of data in transport solutions

A WIDER SHARING ECOSYSTEM. The pivotal role of data in transport solutions A WIDER SHARING ECOSYSTEM The pivotal role of data in transport solutions October 2015 A MARKET ON THE MOVE CONTENTS 3 TRANSPORT TRENDS 4 THE ROAD AHEAD 5 TRANSPARENCY LEADS TO TRUST 6 DATA LOCATION AND

More information

CONSUMERLAB COMMUNICATION IN THE WORLD OF APPS. Understanding how app usage is transforming the way we interact

CONSUMERLAB COMMUNICATION IN THE WORLD OF APPS. Understanding how app usage is transforming the way we interact CONSUMERLAB COMMUNICATION IN THE WORLD OF APPS Understanding how app usage is transforming the way we interact An Ericsson Consumer Insight Summary Report June 2015 contents 3 THE FUTURE OF INTERACTION

More information

CONSUMERLAB. New ways to play games. Exploring changing video gaming behaviors

CONSUMERLAB. New ways to play games. Exploring changing video gaming behaviors CONSUMERLAB New ways to play games Exploring changing video gaming behaviors An Ericsson Consumer Insight Summary Report March 2014 contents KEY FINDINGS 3 TRANSFORMING BEHAVIORS 4 NEW WAYS TO PLAY 6 GAMIFICATION

More information

Fast, Flexible & In Control MEET THE AGILE OPERATOR

Fast, Flexible & In Control MEET THE AGILE OPERATOR Fast, Flexible & In Control MEET THE AGILE OPERATOR From managing Scale To managing diversity Source: Ericsson Mobility Report, November 2013 A connected world is just the beginning The Networked Society

More information

CONSUMERLAB. Understanding the diverse behavior and needs of smartphone mobile internet users in urban India

CONSUMERLAB. Understanding the diverse behavior and needs of smartphone mobile internet users in urban India CONSUMERLAB Understanding the diverse behavior and needs of smartphone mobile internet users in urban India An Ericsson Consumer Insight Summary Report April 2015 Indian cities researched contents Top

More information

INTERACTIVITY BEYOND THE SCREEN

INTERACTIVITY BEYOND THE SCREEN CONSUMERLAB INTERACTIVITY BEYOND THE SCREEN Consumer expectations of the internet of things contents UNDERSTANDING DIGITAL 3 THE INTERACTIVE SCREEN AGE 4 THE CONSTANT YET EVER-CHANGING CLOUD 5 USING SENSORS

More information

ANALYZE ACT AND ADAPT. Analytics Suite: Loyalty And Churn Analytics

ANALYZE ACT AND ADAPT. Analytics Suite: Loyalty And Churn Analytics ANALYZE ACT AND ADAPT Analytics Suite: Loyalty And Churn Analytics Introduction Increasing market saturation means everyone is struggling to keep their customers and attract someone else s. The competition

More information

Yield Optimization. Increased revenue improved user experience

Yield Optimization. Increased revenue improved user experience Yield Optimization Increased revenue improved user experience INTRODUCTION User experience is central to operator success. Satisfied subscribers are more loyal an essential consideration in competitive

More information

consumerlab TV AND VIDEO An analysis of evolving consumer habits

consumerlab TV AND VIDEO An analysis of evolving consumer habits consumerlab TV AND VIDEO An analysis of evolving consumer habits An Ericsson Consumer Insight Summary Report August 2012 contents A NEW ERA 3 TODAY S HABITS 4 WILLINGNESS TO PAY 6 CORD CUTTERS AND CORD

More information

Measuring the patient experience: Lessons from other industries

Measuring the patient experience: Lessons from other industries Healthcare Systems and Services Measuring the patient experience: Lessons from other industries August 2015 by Brandon Carrus, Jenny Cordina, Whitney Gretz, and Kevin Neher A comprehensive approach health

More information

Prospectus. E-Business Enablement: The Future of Professional Photography. Photographer and Consumer Perspectives. Business Drivers & Models

Prospectus. E-Business Enablement: The Future of Professional Photography. Photographer and Consumer Perspectives. Business Drivers & Models Focused Responsive Credible Visionary Prospectus Headquarters U.S. Libbey Industrial Parkway Weymouth, MA 02189 USA +1 781 616 2100 info@infotrends.com Europe Sceptre House 7-9 Castle Street Luton, Beds

More information

AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE COPYRIGHT 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED. AND THE SME MARKET? IMPROVING THE CUSTOMER EXPERIENCE SHOULD SERVICE PROVIDERS PUT MORE FOCUS ON THE SME MARKET? Service providers are focused on the highly competitive consumer market or very large enterprises.

More information

Embracing data sharing. Understanding the perceived value of shared data plans among smartphone users

Embracing data sharing. Understanding the perceived value of shared data plans among smartphone users Embracing data sharing Understanding the perceived value of shared data plans among smartphone users Ericsson ConsumerLab January 2015 Background and objectives Objectives Understand the perceived value

More information

KEEPING THE internet OPEN FOR INNOVATION Our perspective on the net neutrality debate

KEEPING THE internet OPEN FOR INNOVATION Our perspective on the net neutrality debate KEEPING THE internet OPEN FOR INNOVATION Our perspective on the net neutrality debate June 2015 INTRODUCTION Keeping the internet open for innovation is critical to ensuring continued investment in all

More information

Mobile Financial services Real cases from around the world

Mobile Financial services Real cases from around the world Mobile Financial services Real cases from around the world 1 # It s time for money to change We believe that as money goes mobile, network operators will play a significant role in the m-commerce value

More information

10 hot consumer trends 2013. consumerlab www.ericsson.com/consumerlab

10 hot consumer trends 2013. consumerlab www.ericsson.com/consumerlab 10 hot consumer trends 2013 consumerlab www.ericsson.com/consumerlab Cloud reliance reshapes device needs Figure 1: Online service use preference on different devices USA Tablet user Smartphone user Mobile

More information

EUROPE ERICSSON MOBILITY REPORT

EUROPE ERICSSON MOBILITY REPORT EUROPE ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: Europe 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 1,140 1,250 1% Smartphone subscriptions (million) 550 880 10% Data

More information

Translating user experience into KPIs

Translating user experience into KPIs ericsson White paper 284 23-3270 Uen August 2015 Translating user experience into KPIs A NEW METHODOLOGY Operators have often struggled to find connections between user experience and what the network

More information

SOUTH EAST ASIA AND OCEANIA

SOUTH EAST ASIA AND OCEANIA SOUTH EAST ASIA AND OCEANIA ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: South East Asia and Oceania 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 1,030 1,300 4% Smartphone

More information

IoT / M2M INNOVATION WORLD CUP

IoT / M2M INNOVATION WORLD CUP Information for Participants 20 May 15 November 2014 The Categories: Industry 4.0 Mobility Security Healthcare Energy Connected Home Title Sponsors 2014/2015 The Innovation World Cup The Innovation World

More information

GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices

GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices GE Capital The Net Promoter Score: A low-cost, high-impact way to analyze customer voices The Net Promoter Score: A low cost, high impact way to analyze customer voices GE Capital s Net Promoter survey

More information

app coverage applied EXTRACT FROM THE ERICSSON MOBILITY REPORT

app coverage applied EXTRACT FROM THE ERICSSON MOBILITY REPORT app applied EXTRACT FROM THE ERICSSON MOBILITY REPORT NOVEMBER 2013 App COVERAGE applied The use of smartphones and tablets has caused a surge in mobile data around the world. Today, users want reliable

More information

Customer Experience Analytics

Customer Experience Analytics Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying

More information

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT APPENDIX

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT APPENDIX SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT APPENDIX June 2014 MARKET OVERVIEW The telecommunications infrastructure in Sub-Saharan Africa continues to evolve and develop across key sectors. Consumers,

More information

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience

STUDY. Rethinking Retail. Insights from consumers and retailers into an omni-channel shopping experience STUDY Rethinking Retail Insights from consumers and retailers into an omni-channel shopping experience The growth and maturity of digital channels have steadily increased the expectations of the consumers,

More information

VMware vcenter Log Insight Delivers Immediate Value to IT Operations. The Value of VMware vcenter Log Insight : The Customer Perspective

VMware vcenter Log Insight Delivers Immediate Value to IT Operations. The Value of VMware vcenter Log Insight : The Customer Perspective VMware vcenter Log Insight Delivers Immediate Value to IT Operations VMware vcenter Log Insight VMware vcenter Log Insight delivers a powerful real-time log management for VMware environments, with machine

More information

Transforming industries: energy and utilities. How the Internet of Things will transform the utilities industry

Transforming industries: energy and utilities. How the Internet of Things will transform the utilities industry Transforming industries: energy and utilities How the Internet of Things will transform the utilities industry GETTING TO KNOW UTILITIES Utility companies are responsible for managing the infrastructure

More information

Executive Summary Clients See More Differences than Similarities

Executive Summary Clients See More Differences than Similarities Executive Summary Clients See More Differences than Similarities Auditing the Auditors: Clients Reports Are In It s hard to hide among the masses when you re in a class of 4 especially when it s the Big

More information

You steer but I ll shift gears!

You steer but I ll shift gears! Strategy Stephanie Felgentreff, Jutta Funk Social Media You steer but I ll shift gears! Measuring the success of social media activities The implementation of social media as a communication channel requires

More information

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT

SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT SUB-SAHARAN AFRICA ERICSSON MOBILITY REPORT NOVEMBER 2015 Market Overview Key figures: Sub-Saharan Africa 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 690 1,020 7% Smartphone subscriptions (million)

More information

CONSUMERLAB. 10 Hot Consumer Trends 2014. www.ericsson.com/consumerlab

CONSUMERLAB. 10 Hot Consumer Trends 2014. www.ericsson.com/consumerlab CONSUMERLAB 10 Hot Consumer Trends 2014 www.ericsson.com/consumerlab 1. Apps change society The fast global uptake of smartphones has completely changed the way we communicate and use the internet. This

More information

Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring

Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring About incontact

More information

CONSUMERLAB. TV AND MEDIA 2014 Changing consumer needs are creating a new media landscape

CONSUMERLAB. TV AND MEDIA 2014 Changing consumer needs are creating a new media landscape CONSUMERLAB TV AND MEDIA 2014 Changing consumer needs are creating a new media landscape An Ericsson Consumer Insight Summary Report September 2014 Contents EVOLUTION OF TV 3 CONTENT IS KING 4 THE SERVICE

More information

Juniper Networks Global Bandwidth Index

Juniper Networks Global Bandwidth Index Juniper Networks Global Bandwidth Index Published December 2014 Summary In 1994, only 25 million people had access to the Internet. This year that number will reach three billion, including 2.3 billion

More information

Creating Lasting Value With A Point-of-Sale Cash Program

Creating Lasting Value With A Point-of-Sale Cash Program Creating Lasting Value With A Point-of-Sale Cash Program Key insights of Discover Network Cash Over usage to build merchant loyalty and create differentiation A Discover Network White Paper for Merchants

More information

INDIA ERICSSON MOBILITY REPORT JUNE

INDIA ERICSSON MOBILITY REPORT JUNE INDIA ERICSSON MOBILITY REPORT JUNE 2016 MARKET OVERVIEW Key figures: 2015 2021 CAGR 2015 2021 Mobile subscriptions (million) 1,040 1,370 5% Smartphone subscriptions (million) 210 810 15% Data traffic

More information

Mixed views of the state s health care system; concerns about the future

Mixed views of the state s health care system; concerns about the future THE FIELD POLL THE INDEPENDENT AND NON-PARTISAN SURVEY OF PUBLIC OPINION ESTABLISHED IN 1947 AS THE CALIFORNIA POLL BY MERVIN FIELD Field Research Corporation 222 Sutter Street, Suite 700 San Francisco,

More information

ACTIONABLE INTELLIGENCE: TRANSFORMING UTILITIES

ACTIONABLE INTELLIGENCE: TRANSFORMING UTILITIES ACTIONABLE INTELLIGENCE: TRANSFORMING UTILITIES Combining actionable information with market insights to work intelligently and reduce costs BIG DATA AND UTILITIES Ericsson is driving the development of

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Harnessing Voice of the Customer for Incremental Innovation

Harnessing Voice of the Customer for Incremental Innovation A three-page excerpt from our 15-page Best Practice Guidebook: Harnessing Voice of the Customer for Incremental Innovation 1 Best Practice Guidebook Harnessing Voice of the Customer for Incremental Innovation

More information

The Future of Digital Publishing in Enterprises

The Future of Digital Publishing in Enterprises Listen Now A Questex Company The Future of Digital Publishing in Enterprises Bringing Mobility, Personalization, & Data to Corporate Publishing Digital Marketing & Media Trends T h e F u t u r e o f D

More information

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened

More information

GUIDE Social Media Strategy Guide. How to build your strategy from start to finish

GUIDE Social Media Strategy Guide. How to build your strategy from start to finish GUIDE Social Media Strategy Guide How to build your strategy from start to finish Social Media Strategy Guide How to build your strategy from start to finish Whether you re a social media coordinator for

More information

How to Develop an Effective Customer Satisfaction Survey

How to Develop an Effective Customer Satisfaction Survey WHITE PAPER DECEMBER 2005 How to Develop an Effective Customer Satisfaction Survey By Ira Kerns, Managing Director, GuideStar Research www.guidestarco.com, 212-426-2333 What to Measure A basic and effective

More information

Asking the "tough questions" in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company

Asking the tough questions in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company Asking the "tough questions" in choosing a partner to conduct Customer Experience Measurement and Management (CEM) programs for Your Company A whitepaper by John Glazier Steve Bernstein http://www.waypointgroup.org

More information

Traditional Market Research and Big Data Integration

Traditional Market Research and Big Data Integration Traditional Market Research and Big Data Integration Unlocking the Secrets to Why Customers Act the Way That They Do Greg Mishkin Vice President, Research and Consulting Market Strategies International

More information

EcoPinion Consumer Survey No. 19 The Conflicted Consumer Landscape in the Utility Sector. May 2014

EcoPinion Consumer Survey No. 19 The Conflicted Consumer Landscape in the Utility Sector. May 2014 EcoPinion Consumer Survey No. 19 The Conflicted Consumer Landscape in the Utility Sector May 2014 Overview 2 Utilities are increasingly seeing customers as core to their business model on a going forward

More information

An Executive Primer To Customer Success Management

An Executive Primer To Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 An Executive Primer To Customer Success Management Table Of Contents We Live In A Subscription Economy Learn To Manage

More information

M-COMMERCE IN LATIN AMERICA

M-COMMERCE IN LATIN AMERICA M-COMMERCE IN LATIN AMERICA June 2013 Contents A BOOMING CONSUMER MARKET STILL VERY MUCH A CASHONOMY THE IMPORTANCE OF CONSUMER CONTROL FAVORABLE CONDITIONS FOR M-COMMERCE STRUGGLERS AND ACHIEVERS SAFETY

More information

End-User Insight. Service Description

End-User Insight. Service Description End-User Insight Service Description ConsumerLab End-User Insight service description page 2 (17) Ericsson has an unparalleled understanding of end-user drivers and attitudes towards technology. We carry

More information

Online Retail Banking Customer Experience: The Road Ahead

Online Retail Banking Customer Experience: The Road Ahead Universal Banking Solution System Integration Consulting Business Process Outsourcing Customer experience is a key differentiator in banking In recent years, customer experience has caught the imagination

More information

Ericsson Mobility Report ON THE PULSE OF THE NETWORKED SOCIETY

Ericsson Mobility Report ON THE PULSE OF THE NETWORKED SOCIETY Ericsson Mobility Report ON THE PULSE OF THE NETWORKED SOCIETY MOBILE WORLD CONGRESS EDITION FEBRUARY 215 Key figures Accumulated mobile subscriptions (net additions) 29 214 215 22 Unit Worldwide mobile

More information

Provider Satisfaction Survey: Research and Best Practices

Provider Satisfaction Survey: Research and Best Practices Provider Satisfaction Survey: Research and Best Practices Provider Satisfaction Survey Revamp Provider Satisfaction with the health plan has been one of the most popular proprietary survey tools that TMG

More information

AT&T RECOGNIZES THE IMPORTANCE OF CAPTURING THE HOLISTIC CUSTOMER EXPERIENCE TO ACHIEVE OPTIMAL CUSTOMER SATISFACTION AND DRIVE PROCESS IMPROVEMENTS

AT&T RECOGNIZES THE IMPORTANCE OF CAPTURING THE HOLISTIC CUSTOMER EXPERIENCE TO ACHIEVE OPTIMAL CUSTOMER SATISFACTION AND DRIVE PROCESS IMPROVEMENTS AT&T RECOGNIZES THE IMPORTANCE OF CAPTURING THE HOLISTIC CUSTOMER EXPERIENCE TO ACHIEVE OPTIMAL CUSTOMER SATISFACTION AND DRIVE PROCESS IMPROVEMENTS Companies routinely use opinion research to find out

More information

Get Better Business Results

Get Better Business Results Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 1 Acquisition A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage It s a given that having

More information

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications

Mobile Apps: What Consumers Really Need and Want. A Global Study of Consumers Expectations and Experiences of Mobile Applications Mobile Apps: What Consumers Really Need and Want A Global Study of Consumers Expectations and Experiences of Mobile Applications The Difference Between a Mobile App and a Mobile Website Before we evaluate

More information

ARE YOU READY. to unveil your next-generation services?

ARE YOU READY. to unveil your next-generation services? ARE YOU READY to unveil your next-generation services? Give your subscribers WHAT THEY WANT ( ) Subscribers want more. More services, more control, more flexibility. At Redknee, we help operators maximize

More information

A guide to achieving growth and sustainability in your practice

A guide to achieving growth and sustainability in your practice PRACTICE MANAGEMENT 7 Key Practices to Help Grow Your Business A guide to achieving growth and sustainability in your practice Over the years, we ve partnered with advisors to help them build better businesses.

More information

Executive Summary. Customer Service Experience Study (Wave II) Answering Two Key Questions. June 2014

Executive Summary. Customer Service Experience Study (Wave II) Answering Two Key Questions. June 2014 Executive Summary Customer Service Experience Study (Wave II) June 2014 Authored by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. Thomas Bailey Content Editor Interactive Intelligence,

More information